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BBB Accredited Business since
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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
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||3|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
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 ManagementMr. 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
BANKS RETIREMENT PLANNING SERVICE FINANCIAL PLANNING CONSULTANTS FINANCIAL SERVICES MORTGAGES INVESTMENT ADVISORY SERVICE
Alternate Business NamesFirstnet
111 Towne Drive
Elizabethtown, KY 42701 (270) 769-0151 Directions
157 Eastbrook Court
Mount Washington, KY 40047 (502) 538-2410 Directions
3030 Ring Road
Elizabethtown, KY 42701 (270) 769-9120 Directions
425 West Dixie Avenue
Elizabethtown, KY 42701 (270) 769-2301 (800) 897-5142 Directions
4610 N. Preston Highway
Shepherdsville, KY 40165 (502) 957-7550 Directions
645 South Dixie
Radcliff, KY 40160 (270) 351-3181 Directions
P O Box 1630
Elizabethtown, KY 42702
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BBB Complaint Process
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Additional Phone Numbers
- (800) 897-5142(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
|7/24/2013||Problems with Product/Service | Complaint Details Unavailable|
Problems with Product/Service
Read Complaint Details
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, https://first-citizens.com/ 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.
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
Read Complaint Details
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
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. *****
apologies for any misunderstanding regarding fees affiliated with an
Allotment Savings Account. Please find enclosed a check in the amount of
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