Consumer complaint received 2017-05-17
Company: FIRST HORIZON BANK
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Late or other fees

Complaint:
Dear Staff, I opened my account at First Tennessee Bank ( referred to as FTB here onwards ) online in XXXX XXXX. During the next few months ( XXXX.-XXXX. XXXX ), I received notifications about my monthly account statements in my email. I noticed that each of these statements had a {$7.00} service fee charged. I called the FTB customer service regarding this. They were able to identify me with my personal information, but unable to access/edit the account until I had received my debit card. I had neither received a notification that I would be receiving a debit card nor received my debit card in the mail. The account package descriptions while signing up for the account did not aptly describe the {$7.00} service charges or that the account comes with a debit card for usage. They said it normally takes 7-15 business days for me to receive my debit card. I was able to access my account online throughout this process since the bank is featured as an online bank. One more month passed, I received notifications in my email about monthly statements with more {$7.00} service fee charged to the account. At this point, I had still not received my debit card and going by what the customer service agent said, there was no point in calling them. I do n't know if they re-sent the debit card or what happened at the time. I had been employed until XXXX XXXX. When I was unemployed in XXXX XXXX, I was under stress, duress, and illness until late XXXX XXXX. I had forgotten to contact customer service at FTB because I had stopped receiving my email notifications about monthly statements until I received emails about the upgrade to their website called FTB 2.0 Banking system in XXXX XXXX. At this point, I contacted customer service over several days, but they said that since the systems were being migrated, they were unable to order a replacement debit card or remove any charges. They told me to call back every few days until their systems were sorted out. I was extremely busy job hunting and I did not have the time to chat with customer service every few days. Also, at this point, I was unable to access my online account due to " resetting the password '' after the migration to FTB 2.0. Many months passed and I was unable to keep tabs about the account since I was locked out of my online access and I did not receive any statement notifications in my email. Just earlier this month ( XXXX XXXX ), I realized that I had a checking account at First Tennessee Bank because the software that I use for budgeting ( XXXX ) accounted for {$300.00} funds in a checking account since there is no connection between XXXX and FTB 1.0/2.0. I contacted customer service. They were able to unlock my account and provide me access to the online account. I noticed that there were {$7.00} service fee charges and {$5.00} dormant fee charges since XXXX XXXX. I requested the customer service they remove all the fees since I have never received my debit card and I 'm unable to utilize the account in any way or form. They were able to remove 3 months of {$7.00} and 3 months of {$5.00} fees mentioning that their transaction system does not allow them to go back more than 3 months to refund the fees. I mentioned to them that I called them several times last year regarding the issue of not receiving the debit card. They said that there were no notes on the account or any notations of a replacement debit card being sent out, and they could not verify this. At this point, they have charged {$110.00} in fees and refunded {$35.00} since XXXX XXXX. I have tried to escalate the issue to any department, but they have assured me that there is no other department. I received a phone call regarding my issue ( case # XXXX ) and they said that they have already refunded the fees for three months and that is all they can do. At this point, I do n't know what to do because they are not providing enough options. I mentioned to them that their website did not provide apt description of the different account packages. They say that their website does now and I should check the website. I told them that the website was different when I opened the checking account. I require assistance of the CFPB.

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 monetary relief