Some First Citizens Bank customers are continuing to experience problems with online banking in the wake of its recent switch to a new digital banking platform.
“We’re making progress,” Barbara Thompson, a spokeswoman for the Raleigh-based bank, said Thursday. “We’re optimistic that we’re resolving the issues.”
After First Citizens launched its new digital banking platform on Monday, digital customers complained about a number of problems, such as issues accessing their accounts or switching funds from one account to another. Thompson said the problems were caused by a wave of demand as customers rushed to sign onto the new system.
“It was not the seamless transition that our customers deserve,” Thompson said. “We do sincerely apologize to our customers for their frustration over this and any inconvenience they experienced.”
Since Monday, she added, the bank has been working around the clock to fix the problems, including boosting capacity and adding personnel to handle customer’s issues.
“We have 300 people handling calls and emails,” Thompson said.
The biggest remaining problem is account access.
“Customers are being locked out of their accounts because of too many login attempts,” the bank’ stated in an email that it sent to customers Wednesday afternoon. “Others are experiencing a delay receiving the Secure Access Code needed for their first-time login” in the new digital banking platform.
Gray Kirby, a long-time First Citizens customer who lives in Chapel Hill, wrote in an email Thursday that he resorted to going to a brick-and-mortar branch after he was unable to transfer money between accounts online.
Earlier, on Wednesday morning, Kirby said he was unable to access his account online. And when he subsequently telephoned the bank’s help desk, he added, “I got kicked out twice.”
Customers also have been reporting issues with paying their bills online with the bank’s eBills service. The problem is that account information wasn’t automatically transferred to the new system, which Thompson said customers were notified about prior to the conversion.
Separately, First Citizens reported Wednesday that it generated third-quarter net income of $51.4 million, or $4.28 per share, compared to $56 million a year ago and $69.3 million in the second quarter.
Loans rose by $554.4 million to $21.3 billion during the quarter, which the bank said included “solid” growth in new loans plus the recent acquisition of the corporate parent of Bank of Virginia, which has six branches in the greater Richmond area.