Consumer complaint received 2019-08-08
Company: FIRST HORIZON BANK
State: TN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
Hello Mr. XXXX, This email is in regard to a dispute with First Tennessee Bank. On Monday XX/XX/XXXX I deposited funds into my checking account to avoid any NSF charges. The receipt I obtained from that deposit as well as my banking app showed I had a positive balance of {$3.00} available. The next day my account was overdrawn for - {$140.00} and some change. I immediately contacted customer service who advised me that the deposit was made after XXXX and therefore did not credit until the next day. I was unaware of this policy before then. I asked the representative to please remove the NSF charges seeing as how the app and receipt from the deposit clearly showed my account was in a positive standing which now becomes misleading to a customer if what they state is true. She removed 2 but could not remove any other fees. I asked whom else I could speak with regarding the matter that could and she directed me to Ms. XXXX at my local branch on XXXX XXXX here in XXXX, TN. I went directly to my local branch to speak with Ms. XXXX ( XXXX ) XXXX but she was away on vacation. XXXX looked into the matter, made notes on my account and made a copy of the deposit receipt, and advised I should get a call from Ms. XXXX upon her return on Wednesday. I never received that call and I called and left Ms. XXXX another msg on Wednesday afternoon before the close of business. This morning I went into the branch again and was able to speak with Ms. XXXX. She advised that because other transactions came through my account on Wednesday ( while still waiting on her phone call upon return from vacation ) that she could not refund the NSF charges. I explained that had the receipt and app not mislead me I could have made other arrangements to cover the funds to avoid the NSF as I thought I'd already successfully done. I then explained that while waiting on 1 individual to return from a vacation yes other transactions came through ; had we cleared this up on Tuesday I had additional funds to deposit to my account that would have covered the additional transactions. I delayed depositing the additional funds because it would have just gone toward those current NSF fees instead of my actual transactions. You were just recently included in an email chain regarding a separate issue I am experiencing with XXXX XXXX   in where my son 's SSI payment was stolen and they are refusing to return his money. This is a downpour of the disadvantage they put me in by allowing someone to steal these funds. It put me in a situation to where I was at a loss of resources to get XXXX his school clothing, pay my rent, my car insurance is about to be cancelled and I XXXX for a living, and my car note is due tomorrow but now my checking account is all tied up so I can't even make that payment which will now be a negative mark on my credit. I was already a struggling single mother of XXXX. The compromise these banks have put me in is beyond belief! I am begging someone anyone to help me! My life is going to shambles while these corporations drag their feet and take me through all this red tape for their errors. Please help me? or direct me to someone who can, PLEASE?! 

With Regards, XXXX XXXX XXXX ( First Tennessee ) XXXX XXXX XXXX ( XXXX )

Company response to consumer: Closed with explanation