Checking or savings account -- Managing an account -- Complaint #19168371

Complaint Overview

Complaint ID: 19168371

Company: First Citizens Bancshares, INC.

Product: Checking or savings account

Sub-Product: Savings account

Issue: Managing an account

Sub-Issue: Problem accessing account

State: California

ZIP Code: 91335

Date Received: 2026-02-01T12:00:00-05:00

Date Sent to Company: 2026-02-10T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

Dear Consumer Financial Protection Bureau, I am writing to formally file a complaint against CIT Bank regarding their ongoing failure to assist me with a basic account issue, despite five months of repeated and consistent efforts on my part. For over five months, I have been unable to access my account solely because CIT Bank has refused or failed to update my phone number. During this time, I have contacted their customer service weekly via phone and email. I am repeatedly told that I will receive a follow-up email or call, yet no such communication ever occurs. I have worked directly with an employee named XXXX, who stated he was in charge of my case, as well as XXXX, a supervisor. Unfortunately, neither individual has provided any meaningful assistance. Their only response has been to tell me to wait for an email, which has never arrived despite months of waiting. I have fully cooperated at every stage and provided all requested verification information, including : My physical mailing address My email address A photo of my drivers license Despite successfully passing security verification every time I call, CIT Bank continues to refuse to resolve this issue or update my phone number during the call. I do not understand why this matter can not be fixed on the spot when all identity and security requirements have been met. Adding to my frustration, CIT Bank continues to send me promotional emails encouraging me to invest or participate in new products, including recent emails about promotions and investing in platinum. It is unreasonable and concerning to receive marketing communications when I can not even access my existing account. Previously, I contacted the CFPB and, as a result, CIT Bank emailed me instructing me to call customer service. When I called and referenced this email, I was told it was an old email, which is not possible, as it clearly contained the current date. Once again, I was told to wait for another email that has never been sent. After five months of delays, contradictory statements, and lack of follow-through, I am requesting CFPB assistance to compel CIT Bank to : Immediately update my phone number Restore full access to my account Address the lack of proper communication and case handling I have acted in good faith throughout this entire process, yet CIT Bank has failed to resolve a straightforward issue that should not take months to correct. Thank you for your time and assistance. I am hopeful that your involvement will finally lead to a resolution. XXXX XXXX XXXX ( XXXX ) XXXX

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Disclaimer

This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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• First Citizens Bancshares, INC. Company Profile
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