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Business Profile

Bank

First Horizon Bank
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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First Horizon Bank has 22 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/11/2025

      Type:Billing Issues
      Status:
      Answered
      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 was contacted by a third party collection agency recently then first horizon regarding in accurate fraudulently debt. I explained to the third party collector this was never my debt, my someone that I am the power of attorney over. The debt has been disputed and file in a court as fraud as directed by the local branch manager. I never heard anything again, but now Frost horizon is sending me letters. This needs to be removed from office of my name and credit NOW. I can never reach anyone at the corporate office to rectify this.

      Business Response

      Date: 03/13/2025

      Hello,

       

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

       

      Sincerely,

      First Horizon Bank

      ****** ******,

      This letter acknowledges receipt of your complaint submitted to the Better Business Bureau
      (BBB) dated March 11, 2025, regarding your request to remove the reporting of a debt from your
      credit report.

      Thank you for bringing your concerns to us. We emailed our written response to the email
      address indicated in your complaint on March 13, 2025.

      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,
      ****** *********
      First Horizon Bank
      ****** ************
      **** ************

    • Initial Complaint

      Date:10/24/2024

      Type:Billing Issues
      Status:
      Answered
      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 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

      Date: 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

      Date:10/07/2024

      Type:Billing Issues
      Status:
      Answered
      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 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

      Date: 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 Answer

      Date: 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

      Date:12/15/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 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

      Date: 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 Bank

    First Horizon Bank is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

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