Mortgage -- Trouble during payment process -- Complaint #18072075
Complaint Overview
Complaint ID: 18072075
Company: First Citizens Bancshares, INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Sub-Issue: Escrow, taxes, or insurance
State: Florida
ZIP Code: 33415
Date Received: 2025-11-23T12:00:00-05:00
Date Sent to Company: 2025-12-02T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
My loan was transferred from XXXX to First CitizensBank effective XX/XX/XXXX. Making payment as usual, FirstCitizensBank said on XX/XX/XXXX monthly payment is {$690.00}. I made my payment each month. On XX/XX/XXXX, FirstCitizensBank said my payment is changing to {$1600.00} because I have been making short payment. I was confused, I called them to express my concerns, but I continue making the payment of {$1600.00}. I told them I am going to get my own insurance to reduce the monthly payment. I got my own insurance on XX/XX/XXXX with XXXX XXXX XXXX XXXX and paid it with personal check. I informed FirstCitizensBank. Surprisingly, FirstCitizensBank sent a letter to say my mortgage payment will be {$3600.00} by XX/XX/XXXX as they fabricated an escrow in the amount of {$35000.00} from nowhere. I called them XXXX XXXX to ask them to correct that. The person who I spoke with said her Boss sent an email to address the issue to get it corrected. Nothing has been done about that. Now, I start receiving threatening letter as I can not afford their fabricated monthly payment. When I went to their website to make the XXXX payment : {$35000.00} or {$3600.00} were the only choices. Using their toll-free line it was still allow {$1600.00}. I made {$1000.00} payment at that time. FirstCitizensBank wants to take my mortgage as prey as FirstCitizensBank has created an imaginary escrow of {$35000.00}. I got my own insurance to reduce the monthly as I was going to pay my taxes as well for XXXX. But FirstCitizensBank has other plans. I am seeking assistance to deal with that predatory practice and get my payment as it should be.
Frequently Asked Questions
What is Complaint #18072075 about?
Complaint #18072075 was filed against First Citizens Bancshares, INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2025-11-23T12:00:00-05:00.
How did First Citizens Bancshares, INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against First Citizens Bancshares, INC.?
Yes, visit the First Citizens Bancshares, INC. company profile at readthecomplaint.com/company/first-citizens-bancshares-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.