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My overall experience with First Citizens has been amazing.
I have checking, savings, & a loan through them & rarely have any issues.
The people on the other side of the customer service phone line are ALWAYS nice and helpful.
There have been a couple of individuals that were rude or unhelpful here and there, but they usually don't last long with the bank, or so I've noticed.
I hope they keep it up because I tell everyone how much I actually LIKE my bank.
I have checking, mortgage, savings, investment, and credit card with First Citizens. This is one of the few banks that knows you by name. Love the people and service.
They do not stand behind their own motto "We're On It!"
Due to their growing rate throught the acquisiton, they are less and less about customer service and comes from the top. Since it is privately owned bank, they can get away from lots of regulations, I think.