If yes, click here to login.
BBB Accredited Business sinceAdditional Locations
BBB Business Reviews may not be reproduced for sales or promotional purposes.
Request a Quote
View Business Review Inquiries
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 13 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 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||2|
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 Ms. Kimberly B. Douglas, Vice President & Director of Marketing 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. 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
What is a BBB Business Review?
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.
About BBB Business Review Content & Services:
Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.
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
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
What is BBB Advertising Review?
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
What government actions does BBB report on?
BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.
BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.
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