Welcome to First Citizens Bank!

If you're a customer of Palmetto Heritage Bank, you should have received by mail a packet of information about this transition of your accounts and services to First Citizens Bank. It included:

  • An Account Guide that shows current accounts and the new First Citizens accounts they will become, along with important transition highlights.
  • An Accounts and Services brochure that tells you all about us and the new banking opportunities you'll find here.
  • An Account Disclosures booklet with account terms and conditions for your records.

What does this transition mean to you?

We'll start with new accounts that compare favorably to your current ones, some using your combined balances to potentially reduce fees and gain additional benefits. And we'll add important new ways to help you meet a wider range of needs: mortgage financing, insurance protection, investments, retirement planning and more.

The familiar community bank spirit of Palmetto Heritage is still here, as is the friendly service you're accustomed to. We're a family-controlled bank, and we're true to the people and the neighborhoods we serve.

We understand that so much depends on what you do with your money, and we appreciate this opportunity to prove that your priorities will always come first. Welcome to First Citizens!

Overview

On Friday, May 17:

  • Start using your new First Citizens Debit or ATM card (if you are a cardholder) at 2 p.m. Eastern time. These were mailed the week of April 26.
  • Palmetto Heritage consumer online and mobile banking services are read-only as of 5 p.m. Eastern time as we transition to First Citizens Digital Banking. During this time, you'll be able to view your balances and transactions, but not initiate transactions and transfers. Access to Palmetto Heritage business online banking is unavailable as of 5 p.m. Eastern time as part of this transition to First Citizens.

On Monday, May 20:

  • Your current accounts become comparable First Citizens accounts.
  • As of 7 a.m. Eastern time, our enhanced Digital Banking* services (Online Banking, Mobile Banking, etc.) will be available via www.firstcitizens.com.

General Information

At the close of business on Friday, May 17, 2019, we're aligning your current deposit and loan accounts with the accounts offered by First Citizens nationwide. Below is some general information about the transition. (For complete details about First Citizens products and services, including important terms and conditions effective Monday, May 20, 2019, please refer to the "Account Disclosures" you received in the mail.)

Debit and ATM Cardholders

We've sent you a new First Citizens Visa® Debit or ATM card and a new PIN in separate mailings.

  • You can begin using your new First Citizens card starting at 2 p.m. Eastern time on Friday, May 17.
  • Please don't destroy your current card until that time.
  • Be sure to provide your new card number and expiration date to any merchants you have authorized to debit your card for payments.

Palmetto Heritage Online Banking, Mobile Banking and Bill Pay

  • Friday, May 17, after 5 p.m. Eastern time: Palmetto Heritage consumer online and mobile banking services are read-only. After this time, you'll be able to view your balances and transactions, but not initiate transactions and transfers. As of Monday, May 20, at 7 a.m. Eastern time, access will be unavailable.
  • Access to Palmetto Heritage business online banking is unavailable as of Friday, May 17, at 5 p.m. Eastern time.
  • Any one-time and recurring Palmetto Heritage transfers you've previously scheduled don't transfer to First Citizens Digital Banking. You'll need to reschedule any one-time account transfers and reestablish all recurring transfers within First Citizens Bank Digital Banking on or after Monday, May 20.
  • Palmetto Heritage online transaction and statement history won't be automatically converted to First Citizens Digital Banking. Please save or print any transaction and statement you wish to retain.
  • Your bill pay transaction and payee history won't convert automatically to First Citizens Digital Banking. You'll need to set up Bill Pay payees and payments in First Citizens Digital Banking on or after Monday, May 20. For more information about Bill Pay, please visit our Digital Banking Helpful Tips page.
  • Any one-time or recurring bill payments you have scheduled to pay after Friday, May 17, won't be processed.
  • If you have enrolled in eBills for any of your payees, you'll need to recreate them in First Citizens Digital Banking on or after Monday, May 20, as they won't automatically convert.
  • If you're a business customer, your existing primary user for your business will be converted, but any other existing users for your business will need to be reestablished on the Digital Banking platform, on or after Monday, May 20.

First Citizens Digital Banking Enrollment for Customers Who Enrolled in Palmetto Heritage Online Banking Before March 16, 2019

Starting Monday, May 20, these customers will have access to First Citizens Digital Banking. Current online banking users should have received a separate mailing with details and new login information. After 7 a.m. Eastern time, follow these instructions to enroll:

  1. Visit www.firstcitizens.com or download the First Citizens Mobile Banking app.
  2. Select New User Login from the login box.
  3. Enter your login ID previously provided in the mail and follow the steps to receive your one-time secure access code.
  4. Once you receive and enter your secure access code, you'll be prompted to create your password. Then click Register Device if you're logging in from a device you plan to use regularly.

Visit First Citizens Digital Banking to learn about the powerful, comprehensive set of online and mobile banking tools that are available to you.

First Citizens Digital Banking Enrollment for Customers Who Enrolled in Palmetto Heritage Online Banking On or After March 16, 2019

Palmetto Heritage customers who enrolled in Palmetto Heritage online banking on or after March 16, 2019, won't automatically convert to First Citizens Bank Digital Banking. On May 20 after 7 a.m. Eastern time, follow these instructions to enroll:

  1. Go to www.firstcitizens.com or download the First Citizens Mobile Banking app.
  2. Select Sign Up to enroll in Digital Banking.
  3. Select Individual. (Business enrollment must be completed in the branch)
  4. To complete enrollment, you'll need your social security number and new First Citizens account number.
  5. Follow the steps to receive your one-time secure access code.
  6. Once you receive and enter your secure access code, you'll be prompted to create your password. Then click Register Device if you're logging in from a device you plan to use regularly.

Transaction History

Please be sure to download and save your Palmetto Heritage online transaction history through May 17. Starting May 20, we'll begin to retain transaction history for your new First Citizens products. History through May 17, 2019, will be available upon written request only. A fee may apply. To request your transaction history, please contact us at the address below:

  • Deposit Accounts: First Citizens Bank, Attn: Research, DAC07, P.O. Box 27131, Raleigh, NC 27611
  • Loans: First Citizens Bank, Attn: Loan Servicing Department, DAC20, P.O. Box 26592, Raleigh, NC 27611

Telephone Banking

Starting May 20, you can obtain information about your First Citizens accounts through our automated service 24/7.

  • For personal customers: Call 1.888.FC DIRECT (1.888.323.4732). Customer service representatives are available to assist you daily from 7 a.m. until 11 p.m. Eastern time.
  • For business customers: Call 1.866.FCB.4BIZ (1.866.322.4249). Customer service representatives are available Monday through Saturday from 7 a.m. until 11 p.m. Eastern time.

Branch Availability

All Palmetto Heritage branches will close at 2 p.m. on Friday, May 17, and will remain closed through the weekend. The Mount Pleasant branch at 3102 Highway 17 North will close permanently and consolidate into the First Citizens branch located at 2676 Highway 17 North, Mount Pleasant. All other branches will reopen at their usual time on Monday, May 20.

Other Useful Information

Account Numbers

Deposit account numbers will be changing and are provided in the account listing being mailed to you. Loan account numbers will also be changing and will be provided on your first new statement after May 20. If you have payments automatically deducted from your account: Be sure to provide your new account number(s) and routing number to the recipients of your automatic payments as soon as possible after conversion (but not before) to prevent any interruption.

Checks

You can continue using your current checks; any outstanding checks with your Palmetto Heritage account number will continue to be honored for 180 days from May 20.

Direct Deposits and Automated Transfers

In most cases, direct deposits and automated transfers will continue without interruption. However, there are government agencies (Social Security Administration, V.A., etc.) and certain companies that won't automatically make those changes without obtaining customer authorization. You may need to provide your new account information, including your new routing number, after May 20. Do not update direct deposits or automated transfers before May 20.

Overdraft Protection

First Citizens offers a Basic Overdraft Service for personal checking accounts and automatic transfers from a linked savings account. On or after May 20, you can also enroll to have ATM withdrawals and one-time debit card purchases covered by visiting a First Citizens branch, calling 1.888.FC DIRECT (1.888.323.4732) between 7 a.m. and 11 p.m. Eastern time or through Digital Banking.

First Citizens also offers a Basic Overdraft Service for business checking accounts. Please see the "Account Disclosures" booklet for additional information on overdraft protection.

Statements

You'll receive a final statement for your checking, savings or money market account as of May 17. Monthly fees, if any, won't be charged on partial statements. Your new statement will be issued as close to your current statement date as possible. Please see the "Account Disclosures" for additional information.

Monthly service charges and maintenance fees on business deposit accounts and services will be waived until July 31, 2019. Stand-alone savings account statements will be issued quarterly. You can select e.statements in First Citizens Digital Banking starting May 20.

Safe Deposit Box

There is no change to your safe deposit contract. At the next renewal, we'll notify you if there are any changes to safe deposit fees.

Questions?

Through May 17: Call 1.866.287.6002, 8:30 a.m. to 6 p.m., Eastern time, Monday — Friday

Starting May 20: Call 1.888.FC DIRECT, 9 a.m. to 11 p.m. Eastern time daily

Business customers: Starting May 20, you can obtain information about your First Citizens accounts through our automated service 24/7. Call 1.866.FCB.4BIZ (1.866.322.4249). Customer service representatives are available Monday through Saturday from 7 a.m. until 11 p.m. Eastern time.