Consumer complaint received 2020-12-08
Company: FIRST HORIZON BANK
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
This complaint is in reference to First Horizons Bank of Tennessee.

I was reviewing my bank statements and checkbook to make sure everything was correct and up to date as I regularly do, when I noticed some atm withdrawals that I did not make or authorize. This began on XX/XX/20. I found this out on XX/XX/20 contacted bank immediately and told them what happened. I was advised by fraud dept. to go to my local branch and get the forms filled out.I received a denial of claim and contacted them again and was told to resend all the paperwork again and I then was advised by the bank that I needed to contact my local police dept and file a report. On XX/XX/20 I contacted XXXX XXXX Police Department. XXXX and filed a report of XXXX XXXX XXXX with XXXX XXXX and shortly thereafter XXXX XXXX was assigned to the case. I explained to him what I believed happened just as I did with the bank representative..Before he could even finish his investigation they had already declined the claim again.This is what happened to the best of my knowledge. 

The XXXX week of XXXX my son was involved in a terrible car accident and my niece XXXX XXXX came to stay and help out. During this time I do believe that she obtained my pin number without my knowledge when I went to store on or about XXXX XXXX or XXXX by looking over my shoulder. NO I DID NO NOTICE THAT SHE WAS DOING THIS!!! But that is the only way she could my pin. I certainly did not give it to her or anyone else. Shortly after I found out what she had done I called my sister which is her mother and was telling her and she tells XXXX had done that to her several times before. I was unaware of that during the time she was staying with me.I never noticed her removing the card from my purse. This is my business debit and it is used in day to day operations at my business not for atm withdrawals She would call her son XXXX to run her a drink or clothes to my house give him the card and send him to a atm and then put it back before I noticed it was gone. This went on until I checked my bank statements. I would like to state that the fraud department at First Horizons did not flag this as being suspicious but it was being used over and over at atms. I have always received phone calls from other banks for something less suspicious than these transactions.I feel they should have called and informed me to see if I made the transactions. I have previous bank statements that show that is not normal transactions that I make. 

Now I have spoken to XXXX XXXX and he has advised he does believe that a crime was committed and he has been in contact with the stores and owners of the ATMS in which her and her son used my card. The bank, however notified me that they were declining my claim due to inconsistent information. I went to the local branch and got all the paperwork filled out that we needed. So I don't know what they mean by that. I feel that with all the information that I have read and in talking the local branch that they need to reconsider. I had no idea that this was going on and absolutely did not benefit in no way. My business suffered because of this and I feel that the bank should protect its consumers in cases like this. I did notice that my bank representative on the statement of facts put XX/XX/20 was date of first transaction but it was XXXXand continued until I found it on my bank statements on XX/XX/20.

Company response to consumer: Closed with explanation