Complaints

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

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  First Horizon Bank

  800 S Gay St Knoxville, TN 37929-9729

  
• 

  First Horizon Bank

  2121 Emory Road Powell, TN 37849

  
• 

  First Horizon Bank

  3900 Western Avenue Knoxville, TN 37921

  
• 

  First Horizon Bank

  101 W Broadway Ave Maryville, TN 37801-4716

  
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  First Horizon Bank

  9607 Kingston Pike Knoxville, TN 37922

  

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:12/12/2024

  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.

  In response to mailer, I opened required checking account and met all qualifications in order to receive $450 promotional offer on 11/20/2024. Payout of promotion was promised within 10 business days after meeting qualifications. Today is 15th business day and haven't received anything except excuses from Candace Price (branch manager). She says that she was told that the promotion was so successful that it has created a "delay" in payouts. How ironic.....they took my money (and many other's money) to increase their deposits which creates increased revenue for the bank, however, they can't pay me as promised. Shame on them.

  

  Business Response

  Date: 12/17/2024

  Hello,

   

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

   

  Sincerely, 

  First Horizon Bank

• Initial Complaint

  Date:02/29/2024

  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 am not liable for this debit with First horizon, I do not have a contract with First horizon and they have not provided me with the original contract as requested.

  

  Business Response

  Date: 04/04/2024

  Good Afternoon,

  We sincerely apologize for the delayed response.  We can confirm first receipt of this complaint on April 2, 2024.  Please find our response to the complaint attached. 

  Thank you!

  Customer Answer

  Date: 04/09/2024

  
  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:01/23/2023

  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.

  We received a letter dated October 28, 2022 with a check saying that our October payment could not be processed because our loan had matured. Not understanding what this meant I immediately called First Horizon and asked if this meant loan was paid off, please clarify. The agent said she did not know but she would have someone phone me back. After a few weeks I called again and stated that no one has contacted me regarding the payment returned and that we were in the dark about what “loan matured” meant. I also asked that an amortization schedule be sent to me since this loan had been sold four times. Again I was promised a callback and that an audit of my account would be sent. Never received anything until January 17, 2023 from a debt collector stating that our house was in foreclosure. This is very predatory because First Horizon has not communicated anything to us about status of loan and when we call no one has any explanation. We asked how much is owed and no one knows. We have never received a subsequent letter after the check was returned to us stating any balance on the loan. How can we pay if First Horizon doesn’t communicate? The fact that when our payment was returned and it didn’t request any payment made us think it was paid off.

  

  Business Response

  Date: 02/07/2023

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

  Customer Answer

  Date: 02/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The only communication from First Horizon regarding loan maturity was in October 2022 when a check was issued to me with a letter stating that my payment could not be processed because loan had matured. The letter did not state that a balloon payment was due. It only said loan matured. When I phoned in to inquire about the letter and the check, I was told someone who could answer my questions would call. No one ever called. I phoned in again weeks later and was told the same lie. Nothing else was sent to me until January 17, 2023 when we were notified that this had been turned over to a debt collector! This could have been easily settled if the letter sent in October 2022 with the check had stated that a balloon payment was due and listed the amount and/or First Horizon would return calls as promised with pertinent information. This was very deliberate and unethical on First Horizon part to withhold information in order to create confusion at my expense. I requested that an amortization schedule of all payments made (starting from April 2003) be sent to me. Yesterday I received from First Horizon payments made since October 2021 only.  

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

• Initial Complaint

  Date:06/06/2022

  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.

  I often overdraft my account. Which I am aware about the fees so it doesn't bother me because I always pay it back. First horizon doesn't let you overdraft via debit card so I have to transfer money from my checking into my savings. First horizon charged me 140 dollars in overdraft fees twice for a 1.00 transfer. It states in first horizons overdraft that any transaction under 5 dollars will not be charged a 35 dollar overdraft fee but can be charged a fee for it making the account go into the negative. It clearly says that they will pay your overdraft and charge you a 35 dollar fee for any transaction that's over 5 dollars and makes your account go into the negatives that's over 5 dollars. They charged me a 35 dollar over draft fee for 1.00 transactions. What I did was test to make sure I could overdraft so I sent a dollar from my checking to my saving and once it was confirmed I sent it back which put my account back into the positive. I then made a overdraft to my checking in the desired amount that I wanted. I was expecting the 35 dollar fee for the big overdraft but not only have I been charged 4 overdraft fees I have been charged in two days time all together a total of 8 overdraft fees for a 1.00 transfer as I stated before I tested the overdraft and then I sent it back to the checking account. I explained this to first horizon but even after explains this to the rep and telling her like hey it shows me in my emails every transfer I have made so why am I being charged 280 dollars in fees for only on transaction.

  

  Business Response

  Date: 07/19/2022

  This letter in response to your complaint submitted to the Better Business Bureau (BBB) on June 6, 2022, regarding overdraft fees on your account. We have researched this matter in depth. In reviewing your account, we show that there were four debit transfers on June 2, 2022 from the account ending in 9849; two in the amount of $1.00 each; one in the amount of $10.00; and one in the amount of $380.00, which overdrew your account and brought your balance to -$390.84. An overdraft fee of $140.00 was charged on June 2, 2022, which brought your account balance to -$520.84. On June 3, 2022, the bank automatically refunded the overdraft fee charged in the amount of $35.00 that was assessed for the first $1.00 debit transfer on June 2, 2022, as the account balance was not negative since the two credits posted prior to this debit. All subsequent fees thereafter were assessed due to the account balance being negative more than $5.00. There were four debit transfers on June 3 ,2022; two in the amount of $1.00 each; one in the amount of $12.00; and one in the amount of $180.00, which brought your balance to -$399.84. An overdraft fee of $140 was charged on June 3, 2022, which brought your account balance to -$527.84. As stated in your depositor agreement an overdraft fee of $35.00 may be assessed, up to six per day, for overdrafts; if you overdraw your account by $5 or less on any one day, there will be no overdraft charge. Attached is a copy of the Consumer Opening Deposit and Deposit Fee Schedule which refers to Return Check/overdraft charges. You were refunded a total of $280.00 in overdraft fees on June 3, 2022 in response to your COVID forgiveness letter submitted for fees assessed on April 14, 2022, in the amount of $105.00; May 3, 2022, in the amount of $140; and May 9, 2022, in the amount of $35. We have included a copy of your COVID forgiveness letter, and the bank response as reference. If you need additional assistance, you may contact Customer Solutions at 1-877-304-3421 during our normal business hours Monday through Friday from 8am to 6pm EST. Please reference the case number listed above when contacting us regarding this issue. Sincerely, Consumer Response /* (3000, 9, 2022/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is not accurate I have emails from a rep that states I was charged $35 dollars for a$1.00 overdraft which you just posted above that the agreement states that if a account is overdrawn by $5 dollars or higher a overdraft fee can be assessed you charged me $140 in overdraft fees for two transactions which should only be $35+35 which give 70 dollars in overdraft fees not 140 dollars that means I was charged a total of 4 overdraft fees for only two transactions. I want this overdraft fees refunded.