Complaints

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

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  First Horizon

  165 Madison Ave Fl 7 Memphis, TN 38103-2741

  
• 

  First Horizon

  8000 Trinity Rd Cordova, TN 38018-6204

  
• 

  First Horizon

  6595 Kirby Center Cv Memphis, TN 38115-4313

  
• 

  First Horizon

  4330 Summer Ave Memphis, TN 38122-4000

  
• 

  First Horizon

  615 Goodman Rd E Southaven, MS 38671-9529

  

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:09/22/2023

  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 September 15th, 2023 I wrote myself a check from one of my checking accounts at another bank to my First Horizon checking account in the amount of $20,000 money that I would transfer electronically to my money market account once it was in my First Horizon account. The teller said she was able to deposit directly in my money market account, here ******** days later and my money is nowhere to be found, it left my bank the same day I made the deposit (9-15-23) but First Horizon is sitting on my money now for 8 days and has not deposited to my account. They are Thieves! I want my money and the interest that would have accumulated if it had been deposited on time. I called earlier today talked to an agent said she would take care of it and would call me back right away, well ...nothing, no call and she does not answer her phone!!! I want my money!!! We are not talking about 2 dls we are talking about $20,000.00

  Business Response

  Date: 09/29/2023

  Please find our response attached.  Thank you.

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20643802
  
  I am rejecting this response because: Letter states that they will review. Funds were finally released on and posted in my account after talking to agent on September 25, 2023 so I would like the corresponding interest from the day of the deposit on 9-15-23 thru the 25th.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/12/2023

  Please find our response to stated rejection attached.  Thank you.

• Initial Complaint

  Date:08/28/2023

  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.

  I had a CD that was going to mature while I was out of town(offshore). On 6/27/23 I went to the Oil center branch & spoke with ******** I informed her that I did not want the CD to renew & do we need to put something in writing or should I call her from offshore on the date of maturity for this to happen. She said that neither was necessary as it would roll over & I would only have to pay a minimal penalty when I was back in town to pull the money out. I stated that I was trying to avoid any penalty & asked how much would a "minimal" penalty be? She replied that she wasn't sure but that it would be a minimal amount. Upon arriving in town on 7/19/23 I went to the branch the next day, 7/20/23, spoke with a rep (I can supply his name later as I don't have documents in my possession), & when I went to pull my money from the CD the bank charged a 1% penalty which amounted to $1,000. I relayed to him my conversation with ************ relayed the issue to their manager. The manager only offered to cancel the penalty if I renewed the CD. CD renewal was not an option. If I expressed my intent not to renew the CD then this should have been honored. I do not consider $1000 a minimal ***************** should have been able to tell me how much the penalty would be.

  Business Response

  Date: 09/06/2023

  Please find our response attached.  Thank you.

  Customer Answer

  Date: 09/15/2023

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

  
  Sincerely,
  
  *****************************

  PO Box *****

  *********, ** 70505

  
  

  Customer Answer

  Date: 09/15/2023

  I've never had any dealings with the BBB, but after filing the complaint the issue was resolved in one week as a representative of First Horizon called me & refunded the fee/penalty. I am singing the praises of the BBB. 

  THANK YOU !

• Initial Complaint

  Date:08/12/2023

  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.

  Week of 8/1/2023. Two purchases from Kroger were doubled due to it being an online order and the amount being different when I picked it up. First Horizon places the orders in pending status and removes all 4 transactions from my available balance. The actual correct charges post to the account and the other 2 are left in pending and still deducted from my balance. I monitor my account a couple times a day. The transactions remain in pending status. The balance remains reduced for those pending items. Eventually, the two pending items are removed from the transaction history but the balance never returns to the amount before placed into pending. Transaction amounts are $110.45 and $45.51. They were never returned to my available balance. Filed a complaint with First Horizon. Their response was since the transaction fell off the account, the amount was never removed, but it was removed from my initial balance available. The balance never reflects it being placed back.

  Business Response

  Date: 08/21/2023

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

• Initial Complaint

  Date:06/26/2023

  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.

  I went into first Horizon Bank in Arlington Tennessee on the last Saturday of February 2023 attempting to close my account. The manager informed me that my account was closed and I was good to go. A few months go by, and I receive a call from First Horizon stating my account was about to be charged off due to an over due balance. At this point I began calling and visiting the facility to speak with the manager that was supposed to close my account, but was always informed that the manager was not available and that I will get a call back later. I never received the call back, and later called corporate and was informed that my account was charged off due to an over due balance. I then filed a complaint on receiving no help from the manager on my account. Today, 06/26/2023, I received another call from corporate explaining that the reason my account was not closed was because I had pending charges that came out later. I was never informed by the manager that the pending charges would be a factor in closing my account, and after receiving information that there was a problem with the account, I got no help from the Manager. I am now being informed that I have $175 in over draft charges, on top of the charges that were paid after my account was supposed to be closed. In order to avoid having to get my attorney involved, I would like four things. 1. This to have no impact on my credit score.2. The over draft charges to be completely removed from my account. 3. What I do owe (after the late fees are removed) be split up into 10 monthly payments.4. A written apology from the Manager for being unprofessional at helping me resolve this issue sooner, as well as stating the other 3 requirements mentioned above.

  Business Response

  Date: 07/05/2023

  Please find our response attached.  Thank you.

• Initial Complaint

  Date:06/06/2023

  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.

  My office represents *******************************, who has authorized ** to file this complaint on his behalf. My client recently discovered that he had a past due credit card account with ******************** Bank that was negatively affecting his credit score. However, ****************** had never opened an account with or previously corresponded with First Horizon. My client believes the credit card account was fraudulently opened by a person using his identity.My client has tried multiple times to contact First Horizon for additional information regarding this issuein part because he had no information other than what was provided on his credit reports. After repeated failed attempts, my client asked me to contact First Horizon by mail. On May 12, 2023, I sent a letter via certified mail to First Horizon explaining my client's situation. I am uploading a copy of this letter to this complaint. Neither I nor my client have received a response from First Horizon despite its receipt on May 17, 2023. My client has asked me to submit this complaint to the Better Business Bureau in order to facilitate a resolution between my client and First Horizon. My client would like to be put in contact with First Horizon to obtain the information necessary to remove this fraudulent account and the past due balance from his credit report. Alternatively, we would like to know what documentation ****************** can provide to First Horizon in order to obtain the requested information, pay off the past due account and/or determine if he was the victim of identity theft.Thank you,************************ ********* & ************ ************************************************************** *********************

  Business Response

  Date: 06/08/2023

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

• Initial Complaint

  Date:06/05/2023

  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 has been rearranging my purchase order in order to make it seem like I have more available in my account than I do. Then even though I have opted into overdraft protection 4 times will still overdraft my account. 4 times I have called and had to have this fixed and every time it happens my bank account shows inaccurate data. Its intentional to cause overdraft fees which I shouldnt even have the option of considering I opted for the overdraft protection. If overdraft protection doesnt exist they shouldnt advertise it.

  Business Response

  Date: 06/08/2023

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

• Initial Complaint

  Date:06/01/2023

  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.

  I have had a checking account with ******************** for 19 years and they added ************************* to my personal account without my authorization. They made her a card without my knowledge. They tell me i will have to close my account (in great standing for 19yrs) in order to fix a problem they created without my authorization. I want my money back and The person removed from my account ASAP and assurance i will be protected from this happening again

  Business Response

  Date: 06/07/2023

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

• Initial Complaint

  Date:04/25/2023

  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.

  My name is **************************, Senior *************************************************** I don't know my checking account number because I have no checks to read it from so I will give my social security number of ********* and an employee ID of *********. I ordered checks from First Horizon about 2 months ago. The first set of checks I ordered never arrived so I went in to the ********************* branch and they cancelled those checks and ordered some more. After about a month I went back to the branch and informed them I have not received my checks. The clerk checked the system and informed me they had been mailed and would arrive on the 17th of April. I waited until today the 25th and returned to the same branch and informed them I still had no checks. This time I got a clerk named ********************************* and that's where this nightmare begins. ********************* said since I haven't got my checks yet I would have to close our business account and open another one. We have had this account over 20 years to do Church business. I told her that was unacceptable and she said do I want some cashier checks to pay the people we need. She also asked me how many people do I need to pay. I told ********************* I don't want to close our account I just want our checks that I found out the money was already deducted from our account for. I asked could she just have the checks sent to this branch and she said First Horizon doesn't do that but she would order new checks and credit the checks to the money we had already paid for the checks we never received. She then said I would have to pay 24 dollars for tracking. I informed her when I ordered my checks I just had to pay for the checks there was no 24 dollar charge. She told me I would have to pay 24 more dollars if I wanted these checks. I asked her why was there no charge originally and she said she doesn't know but I can pay the 24 dollars or get no checks. This is so wrong and I demand to be sent the checks we already paid for with no extra charge.

  Business Response

  Date: 04/27/2023

  Correspondence Attached. 

• Initial Complaint

  Date:03/22/2023

  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.

  I have been paying for a mortgage life premium for 26 years that I get charged for every month on my mortgage loan. My husband passed away Feb 11,2023. I call everyday I keep getting connected to different people they tell me I have to leave a voicemail no one returns my call its been 6 weeks. They also told me I have to pay my mortgage and life premiums each month until someone calls me back. I am a Horizon bank customer. How they can owe me ********************** but I have to pay them every month

  Business Response

  Date: 03/29/2023

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

• Initial Complaint

  Date:02/02/2023

  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.

  On Jan. 9, 2023 I attempted to make a purchase of $112.00 at a ******* in ***************** with my business debit card. My card was declined because the activation of the card would not stay on is my guess. On January 10, 2023 I receive an alert $15.89 and $106.41 was charged to my card. I received nothing in writing from First Horizon, however, the website reads the $15.89 was returned because it was as fraud. No word on whether the $106.42 shoeing charged the same day is resolved. I purchased a rug online from ******* around Jan. 2nd. I returned the rug by ***** and I was given a credit of $106.41 on the 17th of January. My question is did the purchase of $106.41 go thru with the fraudulent charge of $15.89 on the same day of notification to me on the 10th of January process. Conveniently there is no record of the declined transaction on my First Horizon online account on their website. I cant get any answers from First Horizon and I have called at least 5 times. The rug cost $106.41 and the fraud charge was $106.41 for groceries on Jan 9th before taxes.

  Business Response

  Date: 02/07/2023

  Please find our response attached.  Thank you.