Business Profile

Bank

First Horizon

Complaints

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

Customer Complaints Summary

75 total complaints in the last 3 years.
36 complaints closed in the last 12 months.

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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:02/03/2025
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.
In July 202 First Horizon purchased ***********, where I had accts. In 2024, I had several health issues that necessitated me moving from ********* to *****. We had checking and savings accts with ******************** and we had several thousand in the savings acct. Working with our local Louisiana banker, we set up the accts in such a way that the checking would draft from savings if there wasn't enough to cover the debit in checking. From the start this never worked. We would receive bounce notices every month. While we lived in **. we would just go down to our bank and they would fix it - and they would talk to First Horizon about getting this situation fixed - actually linking the accts. However, ******************** never did link the accts.When we moved to ***** in October 2024, we moved most of our money to **************** but we left money in First Horizon so that small or irregular drafts that we would have, would be paid. We left over $15,000 in the First Horizon savings to cover these drafts. We began calling the bank ourselves when the inevitable monthly bounce mail came in. From October 2024 until February 2025 we called the bank every time and asked what was going on, please fix this. And, they always said that they would. But, the bounce notices have continued. In conversing with the bank, they have alway said, "whoops, sorry about that. we'll take care of it." Nothing changed. Last week, I finally got through to the highest level that they will let me and again the employee expressed sorrow and admitted the fault of the Bank. A report was filed with the next level up in their hierarchy, this person was supposed to approve fixing the accts and refunding ********************** I should not have been charged. I was told that by today, 2-3-25 at the latest I could expect to get satisfaction. The man I had talked with called me and said he was sorry, but no one got back to him. I want a full accounting and all overdraft fees returned and I would like an explanation.
Business Response
Date: 02/12/2025
Please find our response to this complaint attached. Thank you.
Initial Complaint
Date:01/25/2025
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 have a credit card only with First Horizon. I got the card when it was First, Tennessee and I had an account at that time with First Tennessee. Ive had this card for at least 15 years and never had a problem until this last year. They have stopped taking electronic payments. Why?! I found this out when I received a letter from ** stating they didnt receive a payment that I knew I made. Called my bank and they verified the day they sent the check. Huh? She said, unfortunately they dont accept electronic payments so we send a check. I do bill pay online from my bank and when I choose the date I want to pay it wont allow me and it picks the date for me. Im not even sure how that can happen since I bank with ***. So how they set parameters at other banks baffles me. I made a payment over the phone with FH and then tried to make another one 2 weeks later. ****. You can only make one payment a month and it has to be 30 days apart. Meaning, you cannot make your payment until the 31st day, which sets you up for failure. You have a late pay and a late fee. I have not had a late pay on anything in the last 10+ years. And you cannot make a payment over $2000. I spoke with a very nice customer ********************** person about this issue and she showed me a way to set up my bank account, which is not with First Horizon, as a transfer account and that way I could avoid the 30 day restriction. I did that and it still will not accept the payment until its been 30 days. Called back, a different customer ********************** person told me that the last person had been mistaken and shouldnt have told me that. I never had an issue with any of this until midway through 2024. This just seems shady to me. Unprofessional and unethical at the very least. This is now damaging my credit report unnecessarily and quite frankly, Im ******.
Business Response
Date: 02/05/2025
Good Afternoon,

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

Sincerely,
First Horizon Bank
Initial Complaint
Date:12/19/2024
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.
On 9/11 I opened an account, with the 450 promotional bonus if ***** was deposited within 90 days. I have met this requirement months ago and the 90 days have passed and I still have not been given my bonus.
Business Response
Date: 12/24/2024
Hello,
Please find our response to this complaint attached. Thank you.
Sincerely,
First Horizon Bank
Customer Answer
Date: 12/24/2024

Complaint: 22708873

I am rejecting this response because:
The bonus was to be deposited WITHIN 10 days. Saying within means it should fall before 1-9. Saying that I should call on the 27th means the 11th day and it is not acceptable.

this should be deposited TODAY.
Sincerely,

******* ****
Business Response
Date: 12/30/2024
Good Morning,
Thank you for reaching back out. We are sorry to hear that you may be dissatisfied with our response. However, we are unable to offer a different response at this time. We recommend reviewing the letter response emailed to you on 12/24/24 for further information and next steps.
Sincerely,
First Horizon Bank
Initial Complaint
Date:12/14/2024
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 Bank account with ******************** 9/05/24 I received a promo code for a 450 dollars I followed all the guidelines to receive the 450 incentive I waited said amount of time and me and a bunch of others havent received anything WE WERE SCAMMED INTO BANKING WITH FIRST HORIZON and every time I speak with customer ********************** no one has answers !
Business Response
Date: 12/19/2024
Good Afternoon,
Please find First Horizon's response to this complaint attached. Thank you.
Sincerely,
First Horizon Bank
Initial Complaint
Date:12/05/2024
Type:Sales and Advertising 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 new account and met stipulations for a $450 bonus. It had been more than 90 days since I opened the account and the stipulations were meeting the first three weeks of opening. Dealing with First Horizon has been nothing short of a nightmare and I want my bonus paid immediately as I qualified for it.
Business Response
Date: 12/10/2024
Please find our response to this complaint attached. Thank you.
Initial Complaint
Date:12/02/2024
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 recently over-drafted my First Horizon bank account un-knowingly. Upon looking through my transactions, I realized most of them were not even authorized by me. This was my first time getting charged overdraft fees or requesting to have them waived. I was charged two separate overdraft charges of $105 each for a total of $210 in fees alone ! I called first horizon and asked could I please have them waived, this was the first time Ive incurred charges on my account. The representative informed me she could only waive $70 of the fees but she would reach out to my local branch manager to see what they could do and they would call me back. I waited days with no phone call so I decided to reach out to customer ********************** again. The representative informed this time said she called my branch and they said the $70 is all that can be waived. This was terrible customer ********************** and I cant believe they would deny waiving fees for a first time occurrence as well as since some the transactions were not made by me ! Ive never experienced this with any other financial. I would like to have these fees waived so I can cover my account , but I can not afford an extra $210 in fees.
Business Response
Date: 12/10/2024
Please find our response to this complaint attached. Thank you!
Initial Complaint
Date:10/30/2024
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.
Date: October 30, 2024 Called my cell phone 3 times within an hour, left no message. On investigation I found that this was First Horlzon Funding in *********, ****** trying to solicit business by claiming that the person they were calling had applied for a loan, but they "needed some more documentation to approve it." I have never done business with this company, and have never applied for a loan of any kind. I consider this unwanted phone solicitation or phishing.. I have no idea how they got my cell phone number.
Business Response
Date: 11/12/2024
Our response is attached.
Initial Complaint
Date:10/25/2024
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.
I met all requirements of a $450 signup bonus. They said after 90 days it would be deposited and its over 115 days now.
Business Response
Date: 11/01/2024
Please find our response to this complaint attached. Thank you.
Customer Answer
Date: 11/01/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

Sincerely,

******* ****
***********************
*****, FL 33132
Initial Complaint
Date:10/18/2024
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.
This company bought a debt from a company that I bought a car from. Car was repossessed, & sold. That company updated the correct amount owed. My account with them stands as paid as agreed. This company has not provided me with a contract of anything else, proving this. They are fraudulently reporting this account. The amount is wrong. Along with the last payment date. And by doing so, this account is showing negatively on my credit report longer than allowed by the state of Tennessee. They can only report it for 6 yrs. This vehicle was repossessed longer than 6 yrs ago. I want this removed from my credit report immediately. Because I have never had a contact with this company. Now have they ever contacted me via mail, email, or by phone.
Business Response
Date: 10/22/2024
Please find our response to this complaint attached. Thank you.
Customer Answer
Date: 10/22/2024

Complaint: 22443732

I am rejecting this response because: This account has steadily been disputed for over a year. In that timeframe, no one has produced anything showing I have an account with them. It needs to be removed from my credit report, until this can be proven.

Sincerely,

***** *****
Business Response
Date: 10/22/2024
Good Afternoon,

Thank you for voicing your concerns. However, we are unable to offer a different response at this time. Per the acknowledgment, we confirm receipt of your complaint and require time to investigate the issues raised. We will contact you directly upon completion. Thank you.

Sincerely,
First Horizon Bank
Customer Answer
Date: 10/22/2024

Complaint: 22443732

I am rejecting this response because: They have had more than enough time to investigate the matter. I have disputed this account for over a year. And each time it was disputed, no factual information was ever given to me. So according to ***** If the debt collector cant validate your debt within five business days, it cannot legally continue to pursue the debt from you. If it does, its in violation of your consumer rights under the ***** and could be taken to court through a lawsuit. And I will have this handled by whatever means are necessary. Because you are clearly in violation, I will be contacting ***** next.

Sincerely,

***** *****
Business Response
Date: 10/23/2024
Good Morning,
Per our acknowledgment dated October 22, 2024, we appreciate you voicing your concerns. However, we require time to investigate and provide a response to every issue as it was raised in your complaint. We will reach out to you directly upon completion of our research. Thank you.
Sincerely,
First Horizon Bank
Customer Answer
Date: 10/23/2024

Complaint: 22443732

I am rejecting this response because: I will not close out the case, until Saturday. That will be 5 days.

Sincerely,

***** *****
Business Response
Date: 10/23/2024
Good Afternoon,

We apologize for any inconvenience, but we are simply unable to offer a different response at this time. We will investigate the issues raised and reach out to you upon completion. Thank you.

Sincerely,
First Horizon Bank
Customer Answer
Date: 10/23/2024
The company has not been able to provide me with validation of the account. It needs to be removed from my credit report until/and if they can provide it.
Customer Answer
Date: 10/24/2024
How did you determine a effort was made on the business's behalf? They haven't provided me with validation of the loan
Initial Complaint
Date:10/17/2024
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 ****** ***** bd: 10-7-1981, ssn:1298 are contacting your department regarding a fraudulent account with partial acct# ************ that was opened in my name on 11-17-2023. I found the account on my ********************** bureau report and disputed the account with the fraud department. I talked to ***** ****** and manager ********* ***** about the fraud account 3 times a few months ago. Mr. ***** told me that the account would be closed and taken out of my name for being fraudulent last year in December 2023. After I disputed this fraud account with the ********************** bureaus, I received confirmation from the credit bureaus on 1-5-2024 that this account is valid which is incorrect. I have filed a complaint with the better business bureau and with the **** regarding this fraudulent account. I keep getting the same responses from that department and they still havent taken this account out of my name. The account is still reporting to the credit bureaus that it is opened and valid which is unacceptable. Every time I try to call the fraud department they tell me they cant give me any information about the account, because they cant validate me. This bank is violating my rights as a consumer with the **** and this account need to be taken out of my name. Per Section 623(a)(1)(B) The **** prohibits information furnishers from providing information to a CRA that they know or have reasonable cause to believe is inaccurate. Reporting information that you know to be inaccurate, or failing to report information correctly, violates the Fair Credit Reporting Act. I sent a validated ftc identity theft report with my credit bureau dispute showing that this fraudulent credit card was opened in my name. This bank has failed to comply with my rights as a consumer with the **** and are continuously trying to make me responsible for a fraudulent credit card account. Im attaching my ftc identity theft report, and my credit report to show that this account is still reporting on my credit file.
Business Response
Date: 10/17/2024
Please find our response to this complaint attached. Thank you.
Customer Answer
Date: 10/17/2024

Complaint: 22434088

I am rejecting this response because: I will accept the response when I'm notified that this fraudulent account has been taken out of my name and deleted off of my credit report.

Sincerely,

****** *****
Business Response
Date: 10/17/2024
We are unable to offer a different response at this time. As stated in the acknowledgment, we confirm receipt of your complaint and require time to review and investigate the issues presented. We will reach out to you directly upon completion. Thank you.
Customer Answer
Date: 10/21/2024

Complaint: 22434088

I am rejecting this response because: I've already reached out to the executive team and president at first horizon bank. So this matter need to be handled appropriately and this fraudulent account need to be taken out of my name asap.

Sincerely,

****** *****
Business Response
Date: 10/21/2024
Good Morning,
Per our acknowledgment dated October 17, 2024. We appreciate you voicing your concerns. However, we require time to investigate the issues raised and to provide a response. We will reach out to you directly upon completion of our research. Thank you.
Sincerely,
First Horizon Bank
Customer Answer
Date: 11/26/2024

Complaint: 22434088

I am rejecting this response because: I DO NOT HAVE TO VISIT A BRANCH WHEN I WAS TOLD OVER A YEAR AGO THAT THIS ACCT WOULD BE CLOSED AND TAKEN OUT OF MY NAME BY A SUPERVISOR! EVERYTHING IS DOCUMENTED AND THIS BANK KNOW THAT THIS IS A FRAUDLENT ACCT AND ARE STILL TRYING TO MAKE ME LIABLE FOR THIS ACCT! THIS ACCOUNT WAS NOT UTILIZED AND THEY KEEP HAVING THE SAME PERSON RESPOND TO MY COMPLAINTS! THIS IS THE FIRST TIME THAT A DIFFERENT PERSON IS RESPONDING TO MY COMPLAINT AND THEY HAVE PLAYED GAMES SINCE 2023. THEY ARE UPDATING THE INCORRECT INFORMATION TO THE CREDIT BUREAU AND WANT ME TO GO OUT OF MY WAY TO GO INSIDE OF A BRANCH! I HAVE SENT THEM VERIFIABLE DOCUMENTS AND THEY KEEP LYING LIKE THEY CAN'T VERIFY MY IDENTITY WHICH IS A LIE!

Sincerely,

****** *****
Business Response
Date: 11/26/2024
Good Morning,
Thanks for reaching back out. However, we are unable to offer a different response. We recommend reviewing the response mailed to you at the address indicated in your complaint and following the instructions included.
Thank you,
First Horizon Bank
Customer Answer
Date: 11/28/2024

Complaint: 22434088

I am rejecting this response because: Unacceptable

Sincerely,

****** *****
Business Response
Date: 12/03/2024
Good Morning,
Thanks for reaching back out. Although we understand the response received may not be preferred, we are unable to offer a different response at this time. We recommend following the instructions included in our response dated and mailed to you on November 20, 2024. Thank you.

Sincerely,
First Horizon Bank

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