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:01/31/2023

  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.

  The bank deliberately held certain pending charges in order to maximize the over draft fees to $210.00. They lied and state is the timing of when the merchant settle the charge but in actually is to charge you the most over draft fees. Call to see about removing all but two and was told they can only remove two a year. Ask about a monthly service charge and was told it was carried from ************ I never was charge a monthly service charge when the bank was Iberia. I may have been charge twice for the same transactions.

  Business Response

  Date: 02/07/2023

  Please find our response attached.  Thank you.

• Initial Complaint

  Date:01/18/2023

  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.

  I used paypal for a buying of a product, unfortunately it was sent to the wrong vendor, i contacted paypal first of course, they told me to contact my card issuer. i went to my banks nearest branch building and they didnt know what to even do, they set up a **************, just for them to deny it and have an attitude over the phone. I went again a second time asking for help since i had called paypal and they told me its the first horizons job to call them and set up a compromise or a charge back of some sort. The tellers then told me the same thing, that they couldnt do anything, one of the tellers even rudely said i dont think youre going to get your money back, the teller that was attending me didnt seem to care. I am very frustrated and i desperately need these funds back, in total it is $3,100. If nothing further can be done i will be contacting the authorities.

  Business Response

  Date: 01/27/2023

  Please find our response attached.  Thank you.

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18833477
  
  I am rejecting this response because: it has already been resolved, thank you.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/08/2023

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

• Initial Complaint

  Date:01/12/2023

  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 husband and I opened our business account years ago with *********** which First Horizon has recently acquired. Our accounts have always been in great standing. On December 7, 2022, I made a purchase at ****** for $146.72 and received a $35.00 NSF for the overdraft. My First Horizon debit card was linked to my ***'s account. I made the purchase out of the wrong account. I didn't realize it until about a week later and I also saw that our account was placed on hold. *************************** the branch manager also called me regarding the overdraft. I transferred the money immediately (same day) to cover the overdraft. During our conversation, she advised that we should close our account. She states, "We are hard to get in touch with, we should close our account, we barely use the account and it doesn't make sense to keep" however every time she contacts me, I call her back. I have her number programmed into my phone. We have made mistakes and have corrected our overdrafts immediately. I explained that we live very far from the nearest branch and have planned to close our account. Since we've had the account for so long we want to ensure all the vendors we conduct business with have been changed over to our other bank. I have advised ****************** that we are not ready to close our account. Over the last 90 days, we have received over $15,000 in deposits into the account. I have attached our bank statements for review. This is an active acct. Yesterday, January 11, 2023, ****************** placed our account on hold again for the second time. The Our account is not overdrawn this is a tactic she is using to force us to close our account. I have complained to the Customer ********************************************* and have advised ******* to give us additional time. A complaint has been filed with ************************************ as well. As a consumer, I have a right to be treated fair. I also would like to add we have NOT had any suspicious or fraudulent activity on our account.

  Business Response

  Date: 01/20/2023

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

• Initial Complaint

  Date:12/20/2022

  Type:Customer Service 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 continues to honor a fraudulent ********* transaction on my account. They refuse to do anything about this except tell me to talk to another department. I simply want them to block *********, and they cannot, or will not, either way of which is fraudulent. This is an ongoing problem, and they want to charge me a $37.00 fee to stop payment on a **** transaction that they refuse or unable to block each month. I cannot reach ********** I cannot access whatever account ********* is using, the **** that was originally used does not even work, and the email address associated with the account is lost. My only resolution, since First Horizon will not protect their customers, and in fact takes malicious advantage of their customers, is to switch bank.

  Business Response

  Date: 12/28/2022

  Please find our response attached.  Thank you.

• Initial Complaint

  Date:12/19/2022

  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 12/5/2022 i filed several disputes with first horizon about cashapp transactions i sent to a friend, they wrongfully denied my dispute by the investigator stating that the transactions were person to person money exchange, i was told to contact cashapp and when i did cashapp explained to me that they dont see it that way and the transactions came straight from my bank account, once again i contacted first horizon explaining to them they still giving me the same excuseat this point i want the bank to honor my disputes and refund me all of the money from being scammed.

  Business Response

  Date: 12/28/2022

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

  Business Response

  Date: 01/03/2023

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

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18614147
  
  I am rejecting this response because: when i submitted these disputes the bank instantly denied them without looking into them, so basically theyre giving me the run arounds again with this situation.
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/25/2023

  Please find our response to this client's rebuttal attached.  Thank you.

• Initial Complaint

  Date:12/17/2022

  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 had bills come out Friday morning received my payroll check and cashed it right after work in order to bring my account back to positive. Woke up on Saturday to a $210 overdraft fee and was told that my deposit made to an ATM wont be accepted until Monday??? It was a direct deposit to the bank which should be accepted at the time of deposit I have never heard of an ATM deposit that was made at the bank itself being held until the following business day. They continuously hold money in order to charge over draft fees. They tell you in your online account what you think you have but keep things hidden in order to steal from you. I ADVISE ANYONE WHO NEEDS A NEW BANK ACCOUNT STAY AWAY FROM FIRST HORIZON.

  Business Response

  Date: 12/28/2022

  Please find our response attached.  Thank you.

• Initial Complaint

  Date:12/12/2022

  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.

  In October of 2022 I was receiving late notices on accounts I knew I mailed heck payments. I realized the mail had been stolen. I went to First Horizon and discussed my concern to an employee. I asked her if I put stop payments on the five missing checks, would it guarantee that they would not clear. She said yes. I paid the fees and put stop payments on them. On December first one of the stolen checks cleared my account. The payee, amount and date of check had been changed. I put in a report to the bank and police department on December 3. The bank said since I did not catch the fraud within 24 hours, the matter would take up to 3 months to be settled. I ask a branch manager how the check cleared, since I paid for the stop payment service. She stated the stop payment service was not a guarantee since the payee, amount, and date had been changed. I asked her how come the check number did not prevent the fraud. With all the high tech technology programs available at our finger tips, when **** of America, the bank that cashed the check should not been able to clear it based on the check number alone. Also, I was told that the service would stop potential fraud. The amount of fraud was $2,450. I am an average lower income person who is trying to survive check to check. This is a lot of money to me! Why do they sell "stop payment" services when it clearly does not work? Why are they allowed to keep my money for so long when it is a clear case of fraud? The First Horizon bank employees who took my statement blamed it on **** of America for clearing. I think it is First Horizon's negligence for selling a service that does NOTHING. If you suspect possible fraud, immediately close your account! Thanks for reading this. I pray it helps someone and I also pray it helps me get my money back in a timely manner without me having to *** the bank. Merry Christmas!

  Business Response

  Date: 12/20/2022

  Please find our response attached.  Thank you.

• Initial Complaint

  Date:11/15/2022

  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.

  They are holding peoples money that you deposit days earlier so they can take on overdraft fees to steal and rob from you. The most horrible bank ever. I need my money. I did a mobile deposit since Friday today is Tuesday and still no access to my money.

  Business Response

  Date: 11/22/2022

  Please see our response attached.  Thank you.

• Initial Complaint

  Date:10/07/2022

  Type:Billing 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 have been giving false information by employees at the west end branch I signed up for a secure card and I put my own money on the card just to find out it was really a credit card which never explained to me I used my own money then I found out today they have my grandmother a the main card holder on the account my grandmother had nothing to do with this account she was not even present when I opened the account with Worth peppers and I went in to close out the account to be able to get get my grandmothers name off the account and obtain my money back and I was talked into keeping the card and they assured me that her name had been taking off all of my accounts I feel like I was lied to right to my face Ive been banking with first horizon for over 20 years Im at the point of just closing out my accounts and moving my money else where I am really upset about this to the point to werei want to hire a criminal attorney for being giving false information my grandmothers name should not be on any of my accounts at this present time and also I do not live in ******* I live in ********* ** I bank with the west end branch

  Business Response

  Date: 10/14/2022

  Please see our attached response.

  Customer Answer

  Date: 10/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/07/2022

  Type:Customer Service 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 up and ended their "Covid Assistance" program and did not send out any correspondence informing anyone they were ending it yet they state they want a "good consistent customer experience. I have been having a very rough few months financially and now I'm having to suffer even more hardship because they up and end assistance without sending out any information to the customers. I need the overdrafts waived which would be constant with the experience they state that I have needed and has been a great help.

  Business Response

  Date: 10/14/2022

  Please see our attached response.

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18180920
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************************