Consumer complaint received 2019-02-26
Company: FIRST HORIZON BANK - WEST CONGRESS STREET BRANCH
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Unable to open an account

Complaint:
Tuesday XX/XX/XXXX at XXXX I was excited to open a business account for the 1st time. I thought I had all my documents, but I was missing my EIN number. XXXX told me I could get the IRS to fax the information to bank. But in the meantime, he could set-up my personal account. While he was doing that, I was looking up the IRS number on my phone. When I got on the IRS web page it would not let me click the number to dial. So, I got XXXX 's sticky note cards on his desk write the number down. 

I call the IRS but shortly hung-up because the lady that was assisting XXXX told me that she another number which was essential the same number I JUST dialed previous. 

I was a bit aggravated because I was already waiting on hold for 7 minutes and I had another appointment to attend XXXX XXXX. I gather my things and left. 

Few hours later I got a call from XXXX asking, I did I accidentally grip a business card when I was gathering my things? 

So, I search my car, purse, wallet but I didn't see it. I give him a call back to confirm told him I'll be back on Friday to finish the business account. 

Friday, XX/XX/XXXX XXXX 2nd try to open the business account. When I arrived, I told the lady at the front desk I wanted to open a business account and I have the IRS on the line to fax my EIN. The lady that was helping me didn't even know the bank had a fax machine. The was the 1st flag! The IRS confirm the fax was sent the 2 lady claimed they didn't receive it. So they provide me with another fax number the IRS confirmed again it was send. The lady received it but didn't see my personal profile set-up yet and XXXX had to finish it to gain credit for the account. 2nd red flag! I was under the impression XXXX set-up my personal account on Tuesday as he stated ... ... 

I go to XXXX 's desk. He asked me look through my purse again for the business card. I did and I found it in my wallet mixed in with the other business cards, I apologized and gave it back to him. In my mind it was a total accident. No big deal. Suddenly, the lady from Tuesday that give me the same number for the IRS comes over and accuses me of stealing a business card and needed an explanation. I told it was a total mistaken it was NOT intentional. XXXX and this lady when back and forth with me over a BUSINESS CARD of a PERSON I DO NOT KNOW or CARE to KNOW!!!! They were asking why would I do that? Why would I take bank property information? We saw the cameras and saw you put it in your purse. AS IF I WAS A CRIMINAL!!! They made me feel like I was a THIEF and discriminated against! 

I'm TELLING THESE FOLKS IT WAS A PURE ACCIDENT!!!! WHY WOULD WANT BUSINESS CARD FROM SOMEONE I DO NOT KNOW!!! They are in cahoots together saying we are trying to know why too. During this process, I felt harassed and discriminated against. After all of that they asked me are you sure you still want to open your account with us. Red flag number 3!!! Deep inside I didn't because I thought those actions were not called for but .... 

Since I just drove from XXXX XXXX, GA to XXXX, GA during my lunch break, was on hold with the IRS for 35 minutes to get my EIN faxed and I had ALL my paperwork I just needed my account now so I could go! 

They XXXX started acting like my EIN number was not valid even though the IRS JUST FAXED .... 

After an hour and a half later, he provides me with a rejection letter stating they can not open my account with no indication of why!!!!! 

NOW, I FEEL LIKE THIS IS DEEPER MATTER AND I FEEL BEING WRONGFULLY TARGETED!!! 

Please see the attachment below : ( As you can see there is no REAL reason checked why I could not open an account ) FYI- I opened my account with XXXX XXXX  today with no issue under 30 minutes with the exact same documentation.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation