Consumer complaint received 2021-04-01
Company: FIRST HORIZON BANK
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
Saw a withdrawal from my checking account for {$2200.00} on XX/XX/21 but no documentation. Called First Horizon Cust Service and was told they don't know why money was taken. Referred me to my branch manager-XXXX & gave me her direct number. 
On the morning of XX/XX/21 saw a view of ACH ticket saying Fraud with SBA loan. Around XXXX XXXX I called SBA and was told they have no record and my account looks good. I called the number given to me for XXXX  and got a machine so I called the branch directly and asked for XXXX. Was told she was busy but she would call me, but I told the clerk my issue. She looked at my account and made the comment that it was very strange and that even though the ticket looked like it was their branch, it said XXXX XXXX  and not First Horizon, and all their internal documents said First Horizon to her knowledge. She reassured me that she would have XXXX call me. At noon had not heard from XXXX  so drove to the bank branch. Sat with XXXX while she called around to tell me that it was an SBA request. I called SBA on speaker from her office and was told AGAIN that there are no notes showing such a request but should call the XXXX office as they might know more. Called SBA XXXX and was told there is nothing on my account, no refunds or fund requests were made under my loan acct ; they did not make this request of the bank. Went back to XXXX who now said she spoke to someone in corporate securities who marked my account because I did not provide the bank with my XXXX XXXX  per their request in XXXX. I explained that all my documents were submitted with my application to the SBA and they had access to all this info so I assumed the bank didn't need it anymore because was handled with SBA, and I was told my application was accepted. I never used First Horizon as a mediary for my SBA application so assumed it was taken care of when the loan was granted. XXXX said that the bank was taking the money based on the fact that I did not provide the bank with my personal tax documents as proof of being eligible for an EIDL SBA loan! I again told her that was not up to the bank and my funds should be returned per rep at SBA who told me to get my funds back as I will eventually be responsible to pay back the loan in full! I asked her if this was common and happeing to others and she said she has contacted others requesting documents. When I asked why {$2200.00} she said they tracked what had XXXX spent from the loan and this amount was what remained! XXXX  then told me it was out of her hands and I needed to speak with " P '' ( she didn't have the last name ) from the corporate securities division and even though she initially told me there was no direct line to this department she now told me to call the number on the back of my debit card and ask for this division. I called the number on the back of my card and was told there is no way to contact the corporate securities division and even they at customer service didn't have a number to call. The rep told me that this was a branch-related issue and they don't have any information and I should contact my account officer. When I asked who that was, they looked it up and said, XXXX  at my local branch!!! I said I wanted to report bank fraud at this point and was told they can not handle these claims as it would have to be done at the branch! I called the bank branch back to be told that XXXX had left for the day and they didn't know anything about taking a bank fraud claim but would leave a message for XXXX  to call me in the morning. MEANWHILE ... ..the money is still missing from my bank account!!!!!!

Company response to consumer: Closed with explanation