Complaints

This profile includes complaints for First Horizon Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  First Horizon Bank

  150 S Fayetteville St Asheboro, NC 27203-5763

• 

  First Horizon Bank

  1292 Hendersonville Rd Asheville, NC 28803-1905

• 

  Capital Bank

  9200 Carothers Parkway Franklin, TN 37064

• 

  Capital Bank

  7705 Carpenter Fire Station Rd Cary, NC 27519-8626

• 

  Capital Bank

  100 N. Main Street Greeneville, TN 37743

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As a beneficiary of ******************************* checking account at ********************** they were to disburse funds just under $7,000 to me. First Horizon chose to issue a Cashier's check and transmit it through ****** Subsequently, ***** lost the package and has admitted fault in writing. First Horizon is illegally holding my funds in violation of 12 USC, Chapter 14. Please see the email chain below which is self explanatory: ***, The stop payment or hold on the cashier's check has nothing to do with First Horizon's responsibility to provide my funds in a timely manner and on demand. First Horizon chose to disburse the funds by cashier's check and to transmit it via ****** when the fastest and most secure method would have been electronic transfer. ***** has admitted fault, in writing, for the loss of the cashier's check. Therefore, should the check be cashed illegally the appropriate action for First Horizon to recover it's funds would be through a claim against ****** I hereby demand immediate transfer of my funds by electronic transfer. Please elevate this matter to the most senior management person employed by First Horizon as lower level personnel may confuse internal First Horizon policies, rules or regulations with Federal Banking Law. ***** , this is the stated ************ per my department . I asked them yesterday that stop payment will not be completed till 90 days from the date we filed the form due to compliance and state law. ***************** Relationship Banker ************ office | ************ fax *************************************************************************************

  Business Response

  Date: 04/30/2024

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

• Initial Complaint

  Date:03/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 03/20/2024

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

  Customer Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:03/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 03/08/2024

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

  Customer Answer

  Date: 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

  Date:02/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 03/05/2024

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

  Customer Answer

  Date: 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

  Date: 03/06/2024

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

  Customer Answer

  Date: 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 Answer

  Date: 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

  Date: 04/15/2024

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

  Customer Answer

  Date: 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

  Date:02/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 02/21/2024

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

• Initial Complaint

  Date:02/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 02/09/2024

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