First Citizens Take Over Of Atlantic Bank

Due to the poor service out of the corporate office in Columbia, we moved our business accounts, which carry very high balances in the trust accounts, from First Citizens several years ago.  The people in the local branch area great, but hampered by the banks policies and lack of performance at the corporate level.

In June, First Citizens did a hostile take over of the bank where our business accounts were located. It has been one problem after another, and one false/broken promiise after another.  It truly feel sorry for the old bank's employees.  They were so great at customer service, and now have to endure the lies told by the First Citizens group, and become part of them.

As an example, our "banking relationship" manager was a wonder woman and worked tirelessly to give us a great banking experience.  She, and we, were told she was now out of that position, moved to another branch and was originating commercial loans from June 2011 forward.  

After several significant stumbles and falls by First Citizens on our accounts, in August, the Senior VP, and the VP of Marketing in Charleston.  During that meeting, both of those people contradicted their orginal decisions and statements about our former bankers position, much to the surprise of our former banker (also in attendance).   When they contradicted themselves, I quietly pointed out that it was very telling that they had, once again, changed her position, and she did n't even know it.

They did not respond to that statement.  They also changed their stories within the conversation on more than one occasion.  Since the Senior VP is a politician as well as a banker, the lack of credibility in anything he says was the loudest message in the room. 

After our meeting, I sent them the following letter:

Thank you for your time and attention in meeting with me last Thursday.

Taking over an existing business and aligning it with a different one can be a challenging process. I have done that twice, and no matter how much preparation, there are always missteps and unexpected developments that effect the customer/client relationship. It is unavoidable.

It is admirable when those responsible step up to the plate, admit the errors and address the issues forthrightly. Doing so increases credibility and is a testament to their integrity.

It is equally disconcerting when there are contradictions, double talk, and justifications made on the fly that are incongruent with the reality of the experience. That, too, effects credibility and integrity.

You have given me much to think about.

It is telling that I did not receive ANY response to that letter.  Three VP's in the meeting, contradictory stories and justifications, a letter to give them yet another opportunity show some integrity . . . and silence from First Citizens.

Today, we found out that in the transition from one bank to the other, they have changed the amount of funds in the account, changed the names of the accounts, and have lost the history of the accounts!  And the government thinks this is better service than a bank where we had nothing but, correct accounting and POSITIVE experiences?  

We are now in the process of selecting a new bank to move our accounts.

How sad, frustrating, and unnecessary!