Checking or savings account -- Managing an account -- Complaint #5204378
Complaint Overview
Complaint ID: 5204378
Company: First Horizon Bank
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem using a debit or ATM card
State: North Carolina
ZIP Code: 27540
Date Received: 2022-02-09T12:00:00-05:00
Date Sent to Company: 2022-02-09T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On todays date, XX/XX/XXXX, our Visa debit card through First Horizon Bank, XXXX XXXX XXXX, XXXX, TN, with a branch on XXXX XXXX in XXXX, was declined XXXX times while being used at XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX, NC, and then again XXXX more times at the nearby XXXX on XXXX XXXX. This, despite the fact that there was plenty of money in the account. After the XXXX XXXX denial, we immediately called the branch in XXXX, which then transferred us to the XXXX number for First Horizon, and a person named XXXX in their fraud department first said the account had been flagged because of several purchases on XXXX earlier XXXX morning but then later said the problem lay in XXXX Teeters XXXX XXXX. He suggested we run the debit card again at the pharmacy, which we did, this time successfully. We told XXXX that we were using the card again in about an hour at XXXX and he said there will be no problem. Guess what? The same thing happened at XXXX, once again even though there were plenty of funds in the account. This time, though, the bank called XXXX immediately with a robo announcement to make sure we had made the latest purchases with our card. When I hit the prompts indicating the charges were correct, only then was the card accepted. We were so humiliated and embarrassed by these eventsat stores where we shop all the timethat we called First Horizon corporate when we got home, and spoke to XXXX and then her supervisor XXXX, the latter of whom was condescending and borderline XXXX. XXXX agreed to send us a new debit card through the mail, and indicated the problem was simply a chip malfunction on our existing card. But that would not explain the robo calls which stated it was a security/fraud problem. We appreciate First Horizons attempt at stricter security. However, we do not appreciate being shamed and embarrassed by a bank that has had a history in the XXXX years we have been customers of sloppy procedures and extremely poor customer service. Is this anyway to run a financial institution that has changed ownership several times recently and seems to be run on an extremely shaky foundation?
Frequently Asked Questions
What is Complaint #5204378 about?
Complaint #5204378 was filed against First Horizon Bank regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2022-02-09T12:00:00-05:00.
How did First Horizon Bank respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Checking or savings account) and describe your issue in detail.
Can I see other complaints against First Horizon Bank?
Yes, visit the First Horizon Bank company profile at readthecomplaint.com/company/first-horizon-bank to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.