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Navigation Path: Home > Customer Service > Customer Service FAQ Larger Type|Smaller Type|Print

Customer Service FAQ

I wrote a check that hasn't been returned to me and has never shown on my statement as having been processed. Why would this happen?

You have probably experienced a new payment process called Accounts Receivable Conversion (ARC). Click here for a handout that explains ARC.

I have an unexplained electronic transaction on my statement. I noticed that it matches a check that I wrote to the same payee for the same amount, but the check hasn't come back to me. Why would this happen?

You have probably experienced a new payment process called Accounts Receivable Conversion (ARC). Click here for a handout that explains ARC.

What is the canceled check fee?

This fee is charged to customers who receive their canceled checks in their monthly statement. This fee does not apply to QuestSM, UltraQuestSM, Money Market, or Premium Money Market accounts. Please contact a First Citizens Bank Banker to see if you qualify.

Has the ATM/Visa® Check Card transaction I completed this morning already been deducted from my available balance?

Yes, the available balances immediately reflects that type of deduction; however, it will not appear in the transaction history until the next business day's postings.

How long does it take to receive my automobile title once my loan is paid off?

The title is sent out 10 business days after the loan is paid in full.

What is the difference between an overdraft fee and an insufficient funds fee?

Checking accounts are evaluated weekly, for certain criteria. If the criteria is met, an overnight limit may be assigned to the account in which checks will be paid, and an "overdraft fee" will be assessed. An "insufficient funds" fee will be assessed if funds are not available and the overdraft limit has been exhausted.

How would I close my accounts?

You may visit a local branch or write to the address below to close your account(s).

First-Citizens Bank & Trust Co.
Attn: Deposit Services - DAC15
PO Box 27131
Raleigh, NC 27611

Can I access the Telephone Banking Automated System without a PIN number?

No, a valid PIN number is necessary for access. Use the PIN number associated with your ATM/Visa Check Card. If you do not have a PIN number, please call our Customer Contact Center at 1.888.FC DIRECT (1.888.323.4732) and speak with a Telephone Service Representative.

How do I place a stop payment on an outstanding check? What is the fee?

There are four ways to stop payment on a check.

  • Call the Customer Contact Center at 1.888.FC DIRECT (1.888.323.4732) and speak with a Telephone Service Representative;
  • Call 1.888.FC DIRECT (1.888.323.4732) and use our automated system;
  • Visit your local branch; or
  • Sign in to Personal Online Services with Bill Pay and click the Customer Services tab.

Specific fee information is found in the Disclosure of Products and Fees for Checking and Savings Accounts.

I received an ATM fee of $1.50 on my statement, but I was also charged when I made the withdrawal. Why am I being charged twice?

The fee charged at the time of the withdrawal is a surcharge by the bank that owns the ATM you are using. The fee listed on your First Citizens statement is charged because you were using a foreign (non-First Citizens Bank) ATM.

If I have a question regarding my First Citizens Credit Card, whom do I contact?

Contact the BankCard Department (toll-free) at 1.800.564.1768.

How do I dispute a charge(s) that appears on my First Citizens Credit Card?

Click here to print, complete, sign and mail any disputed charge(s) that appears on your First Citizens Credit Card.

What is the address for mailing a payment to my First Citizens Credit Card?

First-Citizens Bank & Trust Co.
Credit Card Division
PO Box 63001
Charlotte, NC 28263-3001

If I have a question regarding BankMiles®, whom do I contact?

You may call BankMiles (toll-free) at 1.877.474.5740.

What is the address for mailing in a deposit to my First Citizens account?

First Citizens Bank
DAC15
PO Box 27131
Raleigh, NC 27611

What is the address for mailing a payment to my First Citizens installment loan?

First-Citizens Bank & Trust Co.
PO Box 29514
Raleigh, NC 27626

How do I change the address on my accounts? Can I send an Internet e-mail?

We are unable to process address changes via Internet e-mail. However, you may need to call our Customer Contact Center at 1.888.FC DIRECT (1.888.323.4732) and speak to one of our Telephone Service Representatives (option 0). If you are unable to call this number, you may do one of the following:

 
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