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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I received a rollover check 9/9/24 from *** in Boston and by mistake deposited 9/18/24 to the wrong bank, First Horizon where we live in Chattanooga. I was on my way to prep for surgery, was anxious and didn’t look at the check that was addressed to **** ** *******. In the past month I have made 3 trips to First Horizon, 1 trip to ***, multiple phones calls to the bank and 3 phone calls with ***. I have made multiple attempts to correct this issue including their fraud department with ***** ******** ************. First Horizon is refusing to return the $6,100 check even though I confirmed that my original **** ** ******* is still active. I connected directly with *** benefits ******* who spoke to First Horizon and still refuse to send me my money. Please tell me what I can do. I’m a cancer/heart patient and that is my safety net money to put away. I await your response. I made a report today to **** and contacting the State Attorney General Office. Thank you. ******* ****
Business response
10/29/2024
Please find our response to this complaint attached. Thank you.
This letter acknowledges receipt of your complaint submitted to the Better Business
Bureau (BBB) dated October 22, 2024, regarding a check item deposited to an automated
teller machine (ATM).
Thank you for bringing your concerns to us. We mailed our written response to the
address indicated in your complaint on today, October 29, 2024. Please allow 7-10
business days for receipt.
For assistance with this case, you may contact Customer Solutions at ************ and
reference the case number above. A copy of this letter has been submitted to the BBB to
document our response.
Sincerely,Initial Complaint
10/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have an account with this bank. On 9/25 I used a branch ATM and attempted to make a withdrawal. I am assuming the machine malfunctioned as it did not dispense any funds. When I noticed my account was debited I contacted the bank. They assured me the funds would be credited back within 3 days. After 3 days passed I called and they stated they had no record of my claim and that I needed to wait an additional 3 days. Obviously the time passed again and I called and was told the same story.Business response
10/09/2024
Please find our response attached. Thank you.
This letter acknowledges receipt of your complaint submitted to the Better Business
Bureau (BBB) dated October 4, 2024, regarding an ATM withdrawal.
Thank you for bringing your concerns to us. We are thoroughly investigating the issues
raised in your complaint, and we respectfully request time to prepare the appropriate
response. Please allow us up to 30 days to investigate this matter, and we will correspond
with you directly upon completing our research.
For assistance with this case, you may contact Customer Solutions at ************ and
reference the case number above. A copy of this letter has been submitted to the BBB to
document our response.Customer response
10/09/2024
Complaint: ********
I am rejecting this response because: I have been told since 9/25 that someone would be in contact within 2 business days and certainly not 30
Sincerely,
********* ********Initial Complaint
12/15/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am writing to express my profound disappointment and dissatisfaction with the treatment my husband and I received from ***** ********** ***** ****** **** Branch. Our interaction with Mr. ********** has left us in a state of distress and hardship due to a severe error on his part. We were in the process of finalizing the closing on our house, and Mr. ********** assured us in writing that we would have access to the necessary funds for this purpose. His commitment provided us with a sense of assurance and security during what should have been an already stressful time. However, to our utter dismay, Mr. ********** abruptly rescinded his assurance just two days prior to our scheduled closing. He stated that he had made an error in his initial communication, causing a significant and completely unnecessary last-minute hurdle for us. This sudden change directly resulted in undue stress, severe inconvenience, and financial hardship for my family. This unfortunate situation has not only caused emotional distress but has also put our financial stability at risk. We trusted First Horizon and its representatives, to handle our financial matters competently and professionally. Unfortunately, this error has caused irreparable damage to our confidence in the institution and its ability to fulfill its commitments. I implore you to investigate this matter thoroughly and take appropriate actions to prevent such occurrences in the future. Additionally, I request that steps be taken to rectify the situation promptly by providing a viable solution that can mitigate the adverse effects of Mr. ************ mistake. Regrettably, this incident has left us deeply disappointed and in a state of distress. I trust that you will address this matter with the seriousness and urgency it deserves to restore our faith in the bank's integrity and commitment to customer service. I appreciate your prompt attention to this issue and look forward to a swift resolution.Business response
12/28/2023
Please find our response attached. Thank you.
This letter acknowledges receipt of your complaint submitted to the Better Business
Bureau (BBB) dated December 14, 2023, regarding your customer experience.
Thank you for bringing your concerns to us. We are thoroughly investigating the issues
raised in your complaint, and we respectfully request time to prepare an appropriate
response. Please allow us up to 30 days to investigate this matter, and we will correspond
with you directly upon completing our research.
For assistance with this case, you may contact Customer Solutions at ************ and
reference the case number above. A copy of this letter has been submitted to the BBB to
document our response.
Sincerely,
****** *********
Customer Solutions Regulatory
First Horizon BankInitial Complaint
02/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
IberiaBank is merging with First Horizon. Our company has not had complete access to our money since Saturday. The owner can not even see the account. As the Accounting Manager, I am unable to make wire/ach AND the bank is refusing to do it unless someone comes in. This is new for our bank and we always had access to making wires through our rep. This has been the worst experience with a company merging and we do not even know when this will be rectified.Business response
03/14/2022
BBB Review-- **** *********-
This letter is in response to your complaint to the Better Business Bureau (BBB) dated February 24, 2022, and received March 1, 2022, regarding not having complete access to your online business account, and being able to send wire transfers and ACH drafts.
We apologize for the inconvenience of not being able to have full access to your business account initially as you were converted from Iberiabank to First Horizon Bank. Monica with our Bank's Technical Support Team has reached out to you to help locate the problem areas and research and explained the issues. Your Treasury Management Sales Officer was engaged to assist with getting your online banking services fully resolved. We hope this has fully resolved the initial issues you encountered during the merger.
A copy of this letter has been submitted to the BBB to document our response. First Horizon Bank values our customers and our reputation. We have worked very diligently to answer all questions or correct any problems brought to our attention.
Thank you,
***** ****** ******** ********* ** ************** ***** ******* ****
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Contact Information
Customer Complaints Summary
4 total complaints in the last 3 years.
3 complaints closed in the last 12 months.