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.
33 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:04/16/2024
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.
****** did not tell me my savings accounts would be subject to fees if I had a certain amount of withdrawals.
Business Response
Date: 04/19/2024
Please find our response to this complaint attached. Thank you.
Customer Answer
Date: 04/20/2024

Complaint: 21583277

I am rejecting this response because: they have not said if my fees will be refunded.

Sincerely,

*************************
Business Response
Date: 04/22/2024
Per our acknowledgment letter dated April 19, 2024, we mailed our response to your complaint on April 19, 2024. Please allow 7-10 business days for receipt. Thank you.
Customer Answer
Date: 04/22/2024
I just received a letter and it all it did was say why there were fees. They didn't acknowledge my initiial complaint the employee at the branch did not tell me about those fees. That's why I feel the fees should be refunded.
Customer Answer
Date: 04/22/2024

Complaint: 21583277

I am rejecting this response because: they did not refund my fees. I was never informed about the fees. The letter only said why there were fees despite the fact my whole reason for a complaint was because it was never explained to me what would cause fees to incur.

Sincerely,

*************************
Business Response
Date: 04/23/2024
Please find our response to the rejection attached. Thank you.
Initial Complaint
Date:02/19/2024
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.
On, February 9th, 2024, I went to, FIRST HORIZON, on ******************* in, ************, **************. After receiving my statement, I realized that there were many things in question. FIRST. Someone at, FIRST HORIZON has changed my address? SECOND. It appears that, FIRST HORIZON is still receiving and doing transactions in my name associated with a CLOSED Account for my, MAYOR ********** Account). THIRD. The account number that is on the statement does NOT reflect the balance for the date of the transaction for the account that was opened recently. FOURTH. There are more than one account opened in my name that, FIRST HORIZON is RE-ROUTING, from VETERANS PENSION IN TO INCLUDE MORTGAGE PAYMENTS for a loan that, I did NOT create. FIFTH. I am requesting all ACCOUNT INFORMATION. I am requesting all DEBIT CARD, CREDIT CARD INFORMATION, as my entire name is NOT spelled out that corresponds with the information on the printout. SIXTH. The Teller could NOT explain to me what, STATUS CSTREQ MEANS? Employees at, FIRST HORIZON ARE JUXTAPOSING BANK RECORDS, WHICH ARE FEDERAL OFFENSES TO INCLUDE, DOMESTIC TERRORISM, AND TREASON WHICH IS PUNISHABLE BY DEATH! Thank you. ************************************************, Friday February 16th, 2024.
Business Response
Date: 02/27/2024
Please find our response to this complaint attached. Thank you.
Initial Complaint
Date:02/12/2024
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.
Using the First Horizon Banking App money was sent to another Zelle user, which had been done successfully numerous times prior to this. The funds were immediately cancelled and taken from the account. This was on Jan 19th. We called multiple times before someone finally admitting a claim needed to be submitted for anything to be done. The claim was finally started on Jan 26th. The funds are still not back into the account and we feel like no action is being taken to speed up this process. Each time weve called the agent just says we will email the agent who works ***** claims directly. This is beyond ridiculous and needs to be resolved as soon as possible before the funds just magically disappear forever and so we can close down this account. *Email is preferred method of contact if possible.
Business Response
Date: 02/21/2024
Please find our response to this complaint attached. Thank you.
Initial Complaint
Date:02/09/2024
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.
There is a fraudulent credit card that was opened in my name and I have reached out to several departments at this bank. The fraud manager lied like he was going to make sure that the credit card would be closed, and taken out of my name. I sent several documents to verify my identity and they keep lying like they can't verify my identity. This account was never closed and they never even investigated this fraudulent account. This account is only reporting to experian and transunion credit bureau. It is NOT REPORTING TO EQUIFAX CREDIT BUREAU which is strange since they are lying like this is my account. If this is a valid credit card account then this account would be reporting to equifax credit bureau as well. Their customer solutions department have lied to me a million times, are disorganized, incompetent, and don't know what they are doing.
Business Response
Date: 02/21/2024
Please find our response to this complaint attached. Thank you.
Customer Answer
Date: 02/21/2024

Complaint: 21268961

I am rejecting this response because: I never received a response via mail and I want assistance on this complaint with the bbb

Sincerely,

***********************
Business Response
Date: 02/27/2024
Good Afternoon,
In our acknowledgment letter dated 02/21/24, we advise the complainant that a written response to her complaint was mailed on the same day. We also ask in our letter that she allow 7-10 business days for receipt of our mailed response, meaning it is expected to reach the complainant via regular mail between 03/01/24 and 03/06/24. The complainant rejected the acknowledgement letter on 02/21/24 alleging no mailed response had been received. However, as noted in our acknowledgment letter, our response had only just been mailed 02/21/24, and the allotted mail time had not, and still has not, passed. In good faith, we have attached a copy of our 02/21/24 mailed response to the complaint for convenience.
As an aside, the information contained in the written response attached has been communicated to the complainant on multiple occasions both by phone and in writing. To further assist her with this issue, we recommend she adhere to the information in our response.
Thank you.
Customer Answer
Date: 02/27/2024

Complaint: 21268961

I am rejecting this response because: The person responding to this dispute is a liar and is a woman lying like she is a man. They lied and played games about having this account taken out of my name and then told me to extra stuff when I already had verified my identity, They are trying to make me responsible for a account that is not my account. They also keep failing to answer the question about why isn't this account reporting to my equifax credit file if it is a valid account?

Sincerely,

***********************
Initial Complaint
Date:12/28/2023
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.
First Horizon Bank. I have had issues with their ATM malfunctioning when trying to withdraw money or deposit. The touch screen doesnt work. This has caused me quite a few issues. Tuesday the 26th I went into an atm to deposit a check and cash. It told me an error and said I deposited nothing. It would not give my cash back. I went in and filed a complaint and they put in for an atm audit. I have yet to hear back. I called the **** line and they informed me they cant help me. I called the bank and they said I had to come in to their facility to resolve it. I workall the time. My account is overdrawn. Im not putting anymore money into it until this is resolved. I will have to take off work to fix this issue. Im tired of this c*** Its mental anguish and fear of not paying my bills has finally become to much. I opened another account but I still have bills due in that one that are piling up. I hate first horizon bank.
Business Response
Date: 01/05/2024
Please find our response to this complaint attached. Thank you.
Initial Complaint
Date:12/15/2023
Type:Order 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 an account on ******************** that I never used... was *********** and when they merged it became First Horizon.... I want to transfer my balance from FH to my Citibank account and close the account, but they said that the acct is dormant and that I need to go to a branch to activate it.... I had a surgery this week and can't go to the branch.... tried to do it online and over the phone.... they verified all my information but are not allowing me to use my money! And are insisting that I go to a branch... which I already mentioned that I can't... I have proof of my surgery and offered me to send it to them, but they just hung up the phone on me.... I already spoke to 4 people... and it's absurd that I can't access my money and do whatever I want with it... I can access the account, they can verify all my information but are robbing me of my rights to use my money!
Business Response
Date: 12/28/2023
Please find our response to this complaint attached. Thank you.
Customer Answer
Date: 12/28/2023

Complaint: 21012217

I am rejecting this response because: my address changed to *********************************************************************.. Ive tried to update it over the phone but they were useless and wouldnt do that. So the letter will reach the wrong apartment.
Also called the number given by them on this communication and they said they cant help. So I still have my own money kidnaped by first horizon!

Sincerely,

********************************************
Business Response
Date: 01/02/2024
Please find our response to this complaint attached. Thank you.
Initial Complaint
Date:11/29/2023
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.
On August 8, 2023 I initiated a ach payment to an employee. I mistakenly issued it to a closed bank account. The closed account is with *********** Once the employee advised me of this error she contacted chase to find out what happened to the funds. ***** advised her that it was returned back to First Horizon. They provided a trace number. Once the funds did not appear in my bank account, I contacted ********************. They emailed me a form to fill out to request the funds back from chase and gave me a provisional credit. On the next day they reversed the provisional credit stating that ***** denied the request. On that very same processing day the funds from Chase was returned. I received a secure message from First Horizon stating that they received a returned item. Reason given was account was closed and they needed further information to process it. I have spoken to several bank employees. No one can advise me of where the funds are. I provided them with ******* tracking number. I went into the branch in Clearview here in ***********. I spoke to a banker by the name of ****. She contacted someone in the *** department. She gave them the correct bank information of the employee in hopes of correcting the issue. She advised me that she would follow up and call me the next day. 4 days later no call. When I contacted her, she advised me that that was not her job. I then contacted customer **********************, where I spoke to a nice gentlemen. He explained that because all those transactions tried to process in the same night that the money was probably stuck in "la la land" and because ***** initiated the transaction they were responsible for finding it. Employee went back to Chase and they advised that their tracking show that it was sent to First Horizon. To date I have not received any assistance in locating my money. I have no choice but to reach out to you for assistance.
Business Response
Date: 12/01/2023
Please find our response attached. Thank you.
Customer Answer
Date: 12/01/2023

Complaint: 20930460

I am rejecting this response because: I have tried for months to get a response. I have spoken to customer ********************** several times and no one will help me. I would much rather keep the file open as I have. Very little faith in the process.

Sincerely,

*************************
Business Response
Date: 12/12/2023
Please find our response to this complaint attached. Thank you.
Initial Complaint
Date:11/24/2023
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.
On September 11th I updated the address associated with my First Horizon accounts, I received a confirmation of the update by email. On October 13th the process of closing my HELOC began as I sold my home. After it was closed I had to ask about getting the excess closing costs and the early termination waiver fee that was not returned total was a bit more than $500. After extensively researching the missing funds they determined I was owed this money back and called to confirm address. They then sent it to a former address rather than the the one on file that I verbally confirmed. They now refuse send the money they owe me till February **** and blame me for their own mistake.
Customer Answer
Date: 11/25/2023
Correct my telephone contact number on complaint to ************.
Thank you.
Business Response
Date: 12/01/2023
Please find our response attached. Thank you.
Customer Answer
Date: 12/01/2023

Complaint: 20913095

I am rejecting this response because:
First Horizon does not require an additional 30 days to re-issue cashier checks for funds that the customer solution team has determined are my funds that were paid by me to close the ***** on 10/13/23.
The cashier checks were sent to the address of the sold collateral after First Horizon did not update the address as requested by email on 9/11/23 to the *************** branch in ********, ** and verbally with ****** and **** at customer in ******* on 11/02/23.
Heather, customer **********************, contacted me that the customer solution team is aware ******************** sent the cashier checks to the wrong address. They failed to update the loan address when they were contacted to do such!
I respectfully ask that the checks be immediately re-issued with no further delays. First Horizon should not force me to adhere to their internal policy, 90 days to re-issue cashier checks that they missent. The error is an internal error, failure to update address as requested/sending cashier checks to the address of the sold collateral. First Horizon has had my funds since the ***** paid off date of 10/13/23. An additional 30, nor 90 days should not be required!

Sincerely,

*********************
Business Response
Date: 12/08/2023
Please find our response to this complaint attached. Thank you.
Customer Answer
Date: 12/08/2023

Complaint: 20913095

I am rejecting this response because:
Letter from First Horizon dated December 8th does not include a solution. First Horizon Bank has had my funds of >$500 since October 13, 2023 when my HELOC was paid off.
The only acceptable response is to return my funds immediately. An additional dispersement of interest on these funds would be appropriate to offset the loss First Horizon has caused me.
The Customer Solution Team, your department, has previously researched this issue. Also, my previous rejection response details the circumstances. It is documented in recordings of CST and/or Customer **********************, the branch has 9/11/23 email of first request to update mailing address.
First Horizon has held my funds in excess of seven weeks. Numerous requests were made to update my mailing address prior to First Horizons error in sending cashier checks to an outdated, the address of the sold collateral.
I request that the return of my funds and possibly interest be expedited.

Sincerely,

*********************
Business Response
Date: 12/12/2023
Please find our response attached. Thank you.
Customer Answer
Date: 12/18/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I have been reimbursed my funds that were being held by bank since October 13th, approximately two months. This is the action that was required to satisfy my complaint.

Sincerely,

*********************
605 ************************************ ** 38474
Initial Complaint
Date:11/21/2023
Type:Sales and Advertising 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.
This is the worse bank ever and they should not be in business. I had my address updated with an agent over the phone last week, but she misspelled my street name. I called on yesterday to have the typo fixed in the address and they kept telling me I had to go inside of a bank. Then they told me to call the branch manager ***************** to fix the issue which was insane. After I literally had to argue with several agents one of the agents by the name of ************************* cancelled my online banking. Then she put a security block on my account for NO REASON. So I emailed ***************** and she responded that all of my accounts are being terminated. All of this is behind one of their incompetent, ignorant customer *********************** reps DOING THEIR JOB WRONG! I wasn't given an explanation to why my accounts was being terminated and they did this maliciously behind me complaining about their employees. ***************** should be fired from this location and could careless about customers at this bank. The customer ********************** rep ************************* need to be fired for mishandling my account and putting a block on my account for no reason. Everytime you call client services all of the reps ***** like they are sleep, they microphones aren't working, they lazy, don't want to help you, are unprofessional, and you have to repeat yourself a million times since none of them CAN COMPREHEND!
Business Response
Date: 12/01/2023
Please find our response attached. Thank you.
Customer Answer
Date: 12/01/2023

Better Business Bureau:

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

Sincerely,

***********************
243 ********
*********, ** 30189
Initial Complaint
Date:09/27/2023
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.
******* Wireless deducted $324 from my account due to some type of system error. I didn't have this amount in my account at the time which caused me to have multiple overdraft fees. I contacted ******* and was issued a refund and let my bank know. I asked once the refund reflected on my account would the overdraft charges be refunded. I was told they could do 2 courtesy refunds per year but no more and that if i used them i wouldn't have any left for another year. I stated this isnt my fault its a fraud and that i shouldn't be responsible. I was told that it wasn't First Horizons fault either and thats all they could do.
Business Response
Date: 10/10/2023
Please find our response to this complaint attached. Thank you.

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First Horizon is BBB Accredited.