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Louisville, Southern Indiana and Western Kentucky
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BBB Accredited Business since


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that First Citizens Bank meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for First Citizens Bank include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 3 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Industry Ratings Comparison | Chart

Customer Complaints Summary Read complaint details

3 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 1
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 2
Total Closed Complaints 3

Customer Reviews Summary Read customer reviews

0 Customer Reviews on First Citizens Bank
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: November 01, 1978 Business started: 01/01/1964 in KY Business incorporated: 01/01/1964 in KY
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Kentucky Department of Financial Institutions
1025 Capitol Center Drive, Suite 200, Frankfort KY 40601
Phone Number: (502) 573-3390
Fax Number: 502-573-0086

Type of Entity


Business Management
Mr. Scott Conway, CEO Mrs. Marilyn Ford, President & COO Ms. Mary Lou Mobley, Vice President Ms. Patty Paris, Senior Vice President Mrs. Linda Pepper, Senior Vice President / Director of Human Resources Ms. Kimberly B. Douglas, Vice President & Director of Marketing Ms. Brenda Gaylor, Vice President Mr. David Hunt, Senior Vice President Mr. David Tackett, Vice President
Contact Information
Principal: Mr. Scott Conway, CEO
Customer Contact: Ms. Kimberly B. Douglas, Vice President & Director of Marketing
Principal: Mrs. Marilyn Ford, President & COO
Principal: Ms. Mary Lou Mobley, Vice President
Principal: Ms. Patty Paris, Senior Vice President
Principal: Mrs. Linda Pepper, Senior Vice President / Director of Human Resources
Business Category


Alternate Business Names

Additional Locations

  • 111 Towne Drive

    Elizabethtown, KY 42701 (270) 769-0151

  • 157 Eastbrook Court

    Mount Washington, KY 40047 (502) 538-2410

  • 3030 Ring Road

    Elizabethtown, KY 42701 (270) 769-9120

  • 425 West Dixie Avenue

    Elizabethtown, KY 42701 (270) 769-2301 (800) 897-5142

  • 4610 N. Preston Highway

    Shepherdsville, KY 40165 (502) 957-7550

  • 645 South Dixie

    Radcliff, KY 40160 (270) 351-3181

  • P O Box 1630

    Elizabethtown, KY 42702


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Professional AffiliationsX

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.


BBB Complaint Process

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What government actions does BBB report on?

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Additional Phone Numbers

  • (800) 897-5142(Phone)
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Complaint Detail(s)

7/24/2013 Problems with Product/Service | Complaint Details Unavailable
7/10/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I received a letter in the mail from the First Citizens Bank located at BOX 309, Radcliff, KY 40159-0309 stating that I had an open savings account with them(current balance $ 0.00) I have never heard of this bank or been to KY. I tried calling the number listed on the letter and it goes to voice mail. Then on their website, they had a link to the BBB. After finding the listed number for their main branch, (270*********, I called it and a man answered saying that it was a hospital in the area.

Desired Settlement: This seems like a scam and if not I would like a working phone number to this bank in order to find out who opened an account in my name.

Business Response:

We received a copy of your complaint submitted to the Better Business Bureau. Upon receipt of the information we investigated the problem to assist you in its resolution. First Citizens Bank provides bill payment services via our Firstnet division for both military and civilian personnel. Account information/disclosures would have been mailed to your address once we received the authorization from Pioneer (this is probably the information that you received that is referenced in your BBB inquiry). Our records indicate that you opened a bill payment account to be funded by an allotment to pay Pioneer Financial Services; the allotment savings account to pay this bill was established at the time you authorized the payment to Pioneer. The first allotment is scheduled to come into the account for the first time July 11 2013. The authorization amount is $125.44 per monthmo pay via an allotment savings account at First Citizens Bank.

The phone number listed for our bank that was detailed in the BBB form had a transposition in our bank’s phone number. The primary phone number for our bank is************. The direct line for the FirstNet (Bill Payment Services Department) is ************ (extension 108). ****** ******, Senior vice President of this department would be happy to answer any additional questions that you may have. It is her extension that is referenced above.

We hope that this resolves the issue described in your Better Business Bureau complaint. Even though, in this situation, we are simply providing the service of a bill processor, we want to provide you and all of our customers with quality service and a positive experience. If the above information is not accurate and you did not authorize payment to Pioneer, please contact us as soon as possible. If there are any questions, or if we may be of further assistance, please do not hesitate to contact us.


******* *****

President & COO

7/13/2012 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: A $10 fee for getting my own money is absurd. I could understand if I was asking for overnight or western union - but for a direct deposit or even a check, to charge $10 is ridiculous

Desired Settlement: Refund the $10 charge

Business Response: Regarding the above referenced ID, we have responded directly to the customer. We are attaching a copy of that correspondence.


Sr. Vice President

First Citizens Bank


Dear Ms. *****

Our apologies for any misunderstanding regarding fees affiliated with an Allotment Savings Account. Please find enclosed a check in the amount of $10.00.

We are enclosing a copy of the original disclosure mailed to the address. listed above in September of 2009. The  disclosure outlines the fees and contains other important information regarding the account.


****** ******
Sr. Vice President