CUSTOMERS LIVID OVER BOTCHED SYSTEM ROLLOUT …
Raleigh, N.C.-based First Citizens BancShares (a.k.a. “First Citizens Bank“) is experiencing quite the dumpster fire this week related to the rollout of a new personal online and mobile banking system.
According to one source, the rollout has been “engulfed in flames.” Not literally, we’re guessing, but judging by the interplay between the bank and angry customers on social media it appears to be pretty bad.
“Customers still do not have access to their accounts online and cannot conduct any online related functions,” a source familiar with the botched rollout tells us.
The new system was launched over the weekend – but thousands of customers across the country reported that they were unable to access their accounts after it went into effect. Additionally, customers reported that their credit cards and debit cards were being declined.
“My account was just declined at a gas station and I’m in Orlando. #NotCool.” one customer complained.
The bank went online early Tuesday to address the situation.
“After launching this new product … we experienced some technical challenges that prevented us from providing you the type of user experience you deserve,” the bank noted on its Facebook page. “We sincerely apologize for this inconvenience.”
“You should now have access to your accounts through online banking from your computer, tablet and mobile phone,” the statement added. “We are aware that some customers are experiencing limited functionality and a slight delay when logging in and accessing certain information. We are working quickly to improve the user experience for all of our customers.”
Customers were livid – not only at the failure of the new system but also the bank’s inability to respond to their concerns.
“I was just on hold for 41 minutes before I got a customer service representative,” one customer wrote in response to the bank’s Facebook post. “This. Is. Outrageous.”
“There is no delay logging in, you just can’t log in period,” another wrote. “I guess it sounds better to blame overzealous customers.”
Another customer wrote that he was “withdrawing all my accounts and switching banks due to the lack of support and communication.”
Wow …
First Citizens’ rollout was supposed to provide its customers with “a powerful, comprehensive set of online and mobile banking tools” delivering the “same consistent experience across all your devices – computer, tablet and mobile phone.”
Oops …
As of this writing (11:00 a.m. EDT on Tuesday), we’re still hearing from First Citizens Bank customers who tell us they are unable to access their accounts or use their debit and credit cards.
What a mess …
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