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Business Profile

Bank

First Horizon
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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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First Horizon has 34 locations, listed below.

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    Customer Complaints Summary

    • 70 total complaints in the last 3 years.
    • 33 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/15/2022

      Type:Product Issues
      Status:
      Answered
      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:
      Resolved
      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:
      Answered
      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,

      *******************************************

    • Initial Complaint

      Date:10/06/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 account overdrafted.. the same day I brought my account back positive by making a deposit and doing a transfer. Before I went to bed i checked my account and it was positive. First Horizon decided to add an overdraft charge of $70 after my account had already been brought positive. I checked the transfer and for some reason its still pending and was marked as being transferred the following day. This should be illegal.

      Business Response

      Date: 10/25/2022

      Please find our response attached.  Thank you.

    • Initial Complaint

      Date:08/23/2022

      Type:Billing Issues
      Status:
      Answered
      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 08/11/22 at 11:54 AM I made a payment to First Horizon Bank drive up teller for $500. On August 14th I received a letter from First Horizon stating , our records indicate that we have not received your monthly payment on the above referenced account. I immediately took the letter and my receipt to the branch manager. The teller posted my $500 to an account with the last four numbers of ****. The tellers name is ******* and her employee number is ***************. The branch manager assured me that she had taken care of the problem. Two days I find my First Horizon credit card had been placed on hold. I have been with First Tennessee and now First Horizon for over 35+ years and never missed or been late on a payment. I went back to the branch and talked with customer **********************, the branch manager had left for the day and the customer ********************** assistants reply to me was call the number on the back of your card. She gave me an ,Oh well approach. At this point the $500 payment was not that important to me because I new it be worked out. What really angered me at this point is after 35+ years with First Horizon over one payment, not my fault, they placed my card on hold until it could be worked out. At this point Im not a customer but a number. Good by.

      Business Response

      Date: 09/06/2022

      Please see the attached response.

    • Initial Complaint

      Date:08/05/2022

      Type:Billing Issues
      Status:
      Resolved
      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 recently reported late payments to (2 of the 3) credit agencies for a line of credit account that I held with then in 2020. The account was paid in full and closed in 2020. In summary, FIRST HORIZON BANK reported late payments for this account in June 2020, although the account has been closed for two (2) years. The account was originally established with TRUIST (formerly SUNTRUST BANK) in ****. The account was later acquired by FIRST HORIZON BANK in 2020. The one late payment noted for this account was in fact caused by FIRST HORIZON BANK when they migrated former / legacy TRUIST accounts into FIRST HORIZON BANK systems. This issue restricted account access and prompted me to close all of my accounts with FIRST HORIZON BANK. The line of credit account, which is the subject of the complaint, was made current and paid in when the account(s) were closed (at local branch in 2020). I have filed a dispute with FIRST HORIZON BANK and visited their local branch on two (2) separate occasions to request that derogatory statements be removed from this account and corrected with credit reporting agencies. FIRST HORIZON BANK has not responded to my request for more than two (2) months. I have acted in good faith (and remained in constant contact with local FIRST HORIZON BANK / branch representatives) to pay this account in full. FIRST HORIZON BANK has an obligation to fair credit reporting and a duty to investigate customer complaints and disputes, and remedy any damages or adverse action taken on the basis of its consumer reporting practices.

      Business Response

      Date: 08/17/2022

      Please see attached response 

      Customer Answer

      Date: 08/17/2022

       
      Complaint: 17675232

      I am rejecting this response because:

      FIRST HORIZON BANK (FHB) reported late payments for this account in June 2022, although the account was paid in full and closed in 2020. The one late payment (30-days) noted for this account was caused by FHB when they migrated this former TRUIST BANK account into FIRST HORIZON BANK systems. This issue restricted account access. FHB reported on 08-Aug-2022 that this same account was 90-days late (in 2020), which is also incorrect. So there is a pattern here of FHB routinely reporting inaccurate information for account holders, even in instances for accounts in good standing and that have been closed for more than 2 years. FHB has an obligation to fair credit reporting and a duty to investigate customer complaints and disputes, and remedy any damages or adverse action taken on the basis of its consumer reporting practices.

      Sincerely,

      ***********************************

      Business Response

      Date: 09/08/2022

      The response is attached. 

      Customer Answer

      Date: 09/09/2022

       
      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:08/01/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Be careful and bank at your own risk. The bank has high turnover and also in management positions. Banks used to be known for excellent customer ********************** and friendliness. This entity (*********, **) is not customer-focused and in my experience - what is verbally disclosed by the manager does not match the fine print. I have experienced significant issues with another one of their branches. With this entity, you can sign a contract and the next week the bank has a new manager, and you are treated wayyy different. This is what happened to me. Do you care to be notified during the process of closing an account that is paid in full that there are fees associated? Hopefully yes, and it is how I and others would treat anyone - with respect and dignity. Apparently, this is a new policy (a good one) to notify customers of these fees upon account termination, but it was not disclosed to me at this branch...again. Blaming it on the former bank manager feels to me like passing the buck and not representative of what First Horizon claims to be a customer-focused entity. ****** learned here - Take it from me, just be careful. In fact, after noticing these issues with fees, discussing it with the bank's manager who stated he will "Make some calls and get back with me within the week or Monday," he did not, and I learned he was out for a week. So to keep a headache from becoming a migraine, I just paid what they asked to be done with this bad experience and will move on. There is a standard of treating customers, people for that matter, that is important to me and others and I hope what happened to me does not happen to anyone else. Regretfully, I feel it is necessary to resort to this measure of the BBB. Since the representative told me of this "New policy," I would like the bank to refund the money associated with the early termination fee when I closed the account. There is a discrepancy with what the former manager told me and no involvement from the current manager.

      Business Response

      Date: 08/16/2022

      Please see attached response.

      Customer Answer

      Date: 08/20/2022

       
      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:07/17/2022

      Type:Order Issues
      Status:
      Answered
      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 continue to lock me out of my accounts...

      Business Response

      Date: 07/28/2022

      Please see attached response. 

    • Initial Complaint

      Date:07/12/2022

      Type:Billing Issues
      Status:
      Resolved
      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 opened a checking account on June 12, filled out everything and was approved with the prompt to deposit money to my new checking account. I did posted the check from another bank on the same day. However the next day I am getting an email saying my account is on hold and I need to supply more documents. While it may be a standard procedure, my account was already approved, so I believed my last name of an "undesirable" ethnic origin was the reason for additional verification. I have called the customer **********************, and after the conversation I decided to close my account immediately. The account was closed on June 13. I was told my money will be reimbursed in 10 business days.It's been a month since my account closure, and I still don't have my money back, therefore I have decided to file this complaint.

      Business Response

      Date: 08/03/2022

      Please see attached response. 

      Customer Answer

      Date: 08/05/2022

       
      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.

      I did get my check back.

      I doubt that I'd get anything back if I didn't file this complaint, so thank you very much for your help!!


      Sincerely,

      *********************************

    • Initial Complaint

      Date:06/18/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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've recently had a PPP loan of $14,878 deposited into my account on 5/7/21 which was placed on hold after speaking to a employee ****** ******* stated that the funds were sent back to my lender so I contacted my lender which they stated that no funds were sent back from the bank and for me to contact my bank to see where the funds were and for the bank to give me proof that they sent the money back to my lender which all they gave me was a withdrawal form .I went inside the bank and speaking to ****** ******* he told me that I had to bring in a tax return form which I did and stated that the investigation department will review it and release the funds to me,after a couple of weeks I tried contacting ****** ******* again which he never answered or returned any of my phone calls which made me go back inside the bank where I spoke to the manager and asked her about she acted like she didn't know what I was talking about they were giving me the run around and now I'm expected to pay back the money which I never received

      Business Response

      Date: 07/01/2022

      Please see attached response 

      Customer Answer

      Date: 07/05/2022


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID 17445436, and find that this resolution is satisfactory to me.

      Sincerely,

      ******** ********

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