ComplaintsforFirst Horizon Bank

• Initial Complaint

  03/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  you all have cost my family over $400 in late fees for bills due to your ineptitude and website issues. pay for your mistakes or i will report this to the government as well as all my creditors and file an official case against you.

  Business response

  03/20/2024

  Please find our response to this complaint attached.  Thank you.

  Customer response

  03/20/2024

   I am rejecting this response because:
  i am not waiting 7-10 business days for what should've been responded to in here. these types of delays prove the type of lack of customer service this bank continues to provide its customers. make things right, or lose a customer. period. end of story.
  
  

  Business response

  03/20/2024

  At your request, our response to your complaint is attached.  You will also receive a copy in the mail as stated in our acknowledgment dated 03/20/24.  Thank you.

  Customer response

  03/21/2024

  see attached proof of late charges incurred due to payments arriving days past the due date inputted, even the ones that were inputted days before the actual due date and still late fees were charged. no bank we've EVER had has done this to us. make it right, or lose a customer, and we would be sure and tell everyone around how first horizon treats their customers.
  
  
  

• Initial Complaint

  03/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  First Horizon Bank. is my mortgage company. for ************************************************************************************** I called twice in October 2023 and November 2023 regarding 2023 escrow analysis that I did not receive the $5,136.55 excess pay. Never received a call back I am requesting the check to sent again

  Business response

  03/08/2024

  Please find our response to this complaint attached.  Thank you.

  Customer response

  03/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I opened a savings account on 12/13/2023. On 1/19/2024 First Horizon placed the funds of my accounts on hold without valid reason. On 1/24/2024 ***************************** of First Horizon sent an email stating the following "your funds will be returned to you via cashier's check in approximately 7-10 business days". As of 2/28/2024 First Horizon has yet to return my funds to me. I believe I was illegally singled out and targeted by First Horizon in an attempt to cause me financial, emotional, and psychological harm. Since First Horizon targeted me I have been having difficulty sleeping, anxiety attacks, increased stress, difficulty in performing daily tasks, and additional issues due to First Horizon inappropriately targeting me and treating me in this unfair, unethical, egregious, and most likely illegal manner. Each day First Horizon continues to illegally withhold my funds and target me they are causing me significant financial, emotional, and psychological damages and harm. On 2/1/2024, instead of sending me the cashiers check that ***************************** of First Horizon promised, First Horizon mailed a very nasty letter in which they made it clear that they are, in fact, singling me out and targeting me. In the letter dated 2/1/2024 First Horizon engaged in defaming me with scurrilous accusations by stating the following "a recent review of your account activity reveals unsatisfactory banking practices" which is not only blatantly false and unfounded it is also baseless given the only activity I performed with the accounts was to make the mistake in trusting First Horizon with my funds. No other activity occurred in my accounts. In the same letter dated 2/1/2024 First Horizon also wrote "any remaining funds in the account will be forwarded to you". I demand the return of my funds, in full, without further delay and I should be compensated for any and all harm and damages First Horizon has caused me by illegally targeting me with their scurrilous and illegal activities.

  Business response

  03/05/2024

  Please find our response to this complaint attached.  Thank you.

  Customer response

  03/05/2024

   I am rejecting this response because:
  
  I have not received my funds as of 3/5/2024. I will not click on links sent by whomever sent me an email. This is kind of ridiculous First Horizon would send an email to get me to click on some random link.

  Please send all correspondence through BBB only. Do not contact me directly unless you are mailing a check with my funds.
  

   

  Business response

  03/06/2024

  Per the complainant's request, please find our written response to this complaint attached.  Thank you.

  Customer response

  03/11/2024

   I am rejecting this response because:
  
  It is now 3/11/2024 and I have yet to receive my funds from First Horizon. This harrowing ordeal has gone on for well over a month and could have been completely avoided if First Horizon did not take my funds to begin with.
  
  I will not accept any registered mail from First Horizon. I believe First Horizon sent whatever they sent via registered mail instead of standard first class mail as a passive-aggressive way to put up yet another unnecessary barrier or obstacle instead of returning my funds in a simple and convenient manner. I will not wait over an hour in line at the busy local post office to receive whatever First Horizon sent. I have received checks over the years from multiple government and financial institutions without issue via first class mail. The only verification my funds have been returned to me that First Horizon needs is when I cash the check and my funds are finally back in my account. Any further delay or excuse by First Horizon is yet another passive-aggressive stall tactic.
  
  Also note on the day after I filed a complaint with BBB First Horizon sent an odd email about their privacy policy. Note that I opted out of First Horizon selling my personal information before my accounts were closed. A few days after First Horizon's odd privacy email I was notified by a credit agency that some of my information was updated. And on 3/8/2024 I received a spam email directly from First Horizon. Did First Horizon sell my personal information even though I opted out of such abuse of my privacy? Are these unusual activities by First Horizon a pattern of targeting me in an unfair, unethical and possible illegal manner?
  

  Customer response

  04/15/2024

   I am rejecting this response because:  

  Hi *******,
  I filed a complaint ID ******** against First Horizon Bank, ********, ** ***** that was recently closed. I guess you and BBB can not keep this complaint open forever but now I doubt First Horizon will ever return my money. It is very odd how their letter is now lost or stolen. I received a voicemail from **** on 4/8/2024 stating that the letter is still in transit from the local sorting facility which seems unlikely given it is now two weeks late. I have a copy of the **** voicemail for documentation. I know you have probably seen a lot of cases similar to this one. I have never had to deal with a bank like this. Any suggestions or ideas on what my next steps should be? I do not feel comfortable contacting First Horizon directly after they placed false statements on my credit report and then removed them thanks to you and BBB's help. Now how can I get my money back from them? It is not my issue that **** lost their letter nor does that absolve them of their responsibility to return my money.
  
  Please let me know what you think my next steps should be.
  
  Thank you for your assistance on this issue.
  
  Best Regards,
  *************************

   

  
  

  Business response

  04/15/2024

  Please find our response to this complaint attached.  Thank you.

  Customer response

  04/19/2024

   I am rejecting this response because:
  
  While it is not First Horizon's fault that the second letter was mishandled by **** it is very odd that First Horizon insists on returning my money by mail only. Why is it a bank like First Horizon is not willing to return my money via a safe and secure method like ACH or EFT transactions using the savings account I provided?

  Are there any other safe and reliable options for returning my money that First Horizon can offer? If mail is the only option then why not use *** or ****** Or can the checks or funds be picked up at a local branch?
  

   

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Through a series of events out of my own control, my employer issued me a First Horizon paycard despite the fact that I had opted for direct deposit, and that I had given them 3 different accounts which I wanted my payments sent to. Once I got my paycard I attempted to have all of my funds withdrawn and sent to my ban account which ******************************************* REFUSED to do. They, a bank, stated that they had no means by which to transfer my funds from their institution to the one I bank with. They told me that if I wanted to withdraw my funds I would need to use an ATM, and stated that in order to not incur withdrawal fees I would need to use a First Horizon ATM. First Horizon does not have any branches in my area, I am in **********, and thus I was forced to use the ATMs at local banks in order to withdraw my money with a limit of $300 per day. It's wild to me that they couldn't transfer me my money and that there was a limit to how much of my money I had access to. Eventually I got the direct deposit situation with my employer fixed, but First Horizon still refused to send me my money which they had already received into the paycard. They refused to transfer to my account, they refused to send me a check, etc. Eventually after a couple of days I was able to remove all but $9 or so dollars from the card and so I called and asked to have them cancel the card. They told me that I would need to wait until all transactions were processed, so I did. I called to cancel again, they told me that I would relinquish any money left in the account TO THEM, its $9 so I agreed, and they said okay they would send the request to close the account...they never closed it. The account remains OPEN and now they refuse to even help me with closing it telling me that in order to close an account with THEM i would need to go through VISA....they have been a nightmare. Worst experience of my life.

  Business response

  02/21/2024

  Please find our response to this complaint attached.  Thank you.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I detected fraud on my account, and I had to notify the bank since they were negligent and failed to do so. I had 3 deposits in my account and $373.00 magically disappeared. Then last night I detected fraud, once again, on my account, and now $204.15 was taken out of my account. I have yet to hear from the fraud department to have any resolution from the bank. I am tired of having this bank negligently not notifying me of fraud of my account. They keep charging me fees for their issues. I am highly unhappy with them.

  Business response

  02/09/2024

  Please find our response to this complaint attached.  Thank you.

• Initial Complaint

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been speaking with my local banker Daniel P****** who has and is doing an excellent job. my bank was Iberia national bank, which was bought out by first horizon bank. which i have only one complaint. i own several companies which i do business out of. at time i will transfer monies from one account to the other, during business transactions. before first horizon took over all my accounts were linked. i opened a new account right at the change over, and was told the account could not be linked. i asked why is this, no answer could be given, since all my other accounts are linked. i want my accounts linked to not cost me time and money in physically driving to the bank each time i have to transfer money.

  Business response

  05/27/2022

  Good afternoon Mr. ******,

  Thank you for reaching out to First Horizon to give us the opportunity to address your concerns. In order to protect all personal information we have sent a resolution letter to your address on file. If you have any questions in the meantime please contact your local branch or customer service. Again we thank you for giving us the opportunity to address this. Have a great day!  

  Customer response

  05/27/2022

  Better Business Bureau:

  my branch manager reached out to me and advised they would allow my accounts to link. thank you. ***** ******
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  SBA sent funds for a loan to my account my account was personal instead of a Business one so the the loan was reversed first horizon bank put a negative $4000 balance from the 20K that was reversed out my account first horizon passed over my information to a 3rd party credit union now they keep sending letters to my home about this matter. I’ve already asked the bank to reverse the Insufficient funds cause they don’t reverse overdraft fees my account is not over drafted it’s a insufficient balance that the bank can reverse but they not letting me go through with the process to do so it’s extremely unfair this multi million dollar corporation is giving me a hard time when I know I have the absolute right to have my insufficient funds reversed & my account closed. The account is still open but I don’t gave any access to it at this point.

  Customer response

  01/23/2022

  I have not heard from the business in response to my complaint.

  
  

  Business response

  01/31/2022

  BBB# ********--*****  ******

  This is in response to your Better Business Bureau (BBB) complaint dated January 11, 2022 regarding your PPP/SBA funds being withdrawn and your account being overdrawn now with a negative balance.  
  
  Due to the high amount of fraud that has occurred in connection with Small Business Administration (SBA) Economic and Paycheck Protection Program Loans (PPP), the SBA has issued guidance requesting the assistance of financial institutions to help in safeguarding the loan program. As part of that guidance, the SBA has requested financial institutions to closely review incoming SBA/PPP loan deposits, particularly those made into personal accounts. 
  
  In this case, your PPP funds were deposited via an ACH transaction into your personal bank account.  We requested documentation from you to substantiate the business purpose of the funds, but we were unable to do so based on the information you provided. Moreover, the transaction activity on your account was not consistent with the type of activity we would normally see on a business account. We therefore reversed the ACH credit and returned the funds to your PPP lender.  If you believe the funds were returned in error, we encourage you to contact your PPP lender to discuss the potential reissuance of your funds.  
  
   Per our Depositor’s Agreement, clients are responsible for proper management of the funds in their account, therefore, if the account is overdrawn, it is the responsibility of the client to rectify. In this case, it appears you had made a $3,000 cash withdrawal, as well as other smaller cash withdrawals and purchases, shortly after receiving the PPP funds, which led to the overdraft.  Once you have deposited the necessary funds to bring the account to a $0, please call client services or visit the local banking center and we will be happy to assist you if you still wish to close out your account.

   

  Thank you,

  Erica ******

  Customer Solutions Representative

  First Horizon Bank

• Initial Complaint

  12/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My employer issues first horizon prepaid pay cards for their employees without bank accounts, I was issued mine in 2018 but I lost it and reported it on the first of December, I paid $25 for it to be delivered priority, after I didn't receive it on time I called again and was told it was already sent, I have called at least 5 times about the situation just to be told more lies saying it wasn't sent because it was under review because I had to change my address at the time I reported it lost, during the week of the 15th of December I called again and was told that my address was finally confirmed and I would receive it by the 22nd of December, it wasn't so I called again just to be informed that it was still under review because of this I have an eviction notice and I can't do anything for my family for Christmas can you help me get this resolved because at this point I feel they are the fraudulent ones.

  Customer response

  12/22/2021

  I reported my pay card lost on December 1st and I had to change my address, my pay card was issued in 20017 and I have moved since then, I was charged $25 for priority shipping, when I didn't receive my card in the promised shipping period I called back on the 7th and was told that the CSR that I originally spoke to put my account under review and it would take another 3 days, I still didn't receive it so I called back on the 13th and asked if my money could be sent back to my  employer, and was told that the card was sent out on the 1st of December but I knew she was just trying to get me off of the phone, so I waited until the 18th to call back just to find out it still wasn't sent and the representative promised that it would be sent out that day, I didn't receive it so I called back on the 22nd to find out it still wasn't sent, I have incurred an eviction notice and late fees on my bills and Christmas is in two days and I can't shop for my family. It's been hard financially just to get back and forth to work and to eat daily because of this situation. I need my money and at this point I don't trust that I will receive my full amount because I have been told so many lies from this company. Please help. 

  Business response

  12/27/2021

  BBB Complaint#********. 

  re: ****** ********--Prepaid First Horizon card

   

  Unfortunately, we need a little more information to accurately respond to the client's concerns.  We have attached the letter we are mailing out to the client today.

   

  Thank you,

  Erica P*****
  

  Customer Solutions 

  First Horizon Bank

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩