Consumer complaint received 2019-11-19
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:
On XX/XX/XXXX I went to Capital Bank in XXXX, NC on XXXX XXXX XXXX to make a small cash withdrawal from my checking account. The teller immediately said you dont have any money. I was very confused since I had just been paid by direct deposit payroll the night before. I was told that atm withdrawals had been made that morning along with a withdrawal at a US post office.Totaling almost XXXX dollars. I knew I had not made any withdrawals that day. I asked what I needed to do. The police were called and I filed a report that day. The office staff was not helpful and almost seemed to not believe that I didnt make the withdrawals. They also gave me a paper that they said needed to be notarized before they ( the bank ) would start an investigation.The bank also informed me that they did not have a notary and I could go to an attorney to get it notarized. This was a Friday on my way to work. I felt very helpless and upset that my bank who I had this checking account with for over 13 years would not offer any assistance. Not to mention this wiped out all the money I had in this account. 
I spent the weekend worrying and upset about my money. I was unable to find a notary until the following Tuesday ( XX/XX/XXXX ) when I went to the XXXX XXXX XXXX XXXX to open another checking account. They notarized the form for me so I could return it to Capital Bank to start the investigation.They were also disturbed that a bank I had done business with for over 13 years treated me so disrespectful.Also that Capital Bank needed a service preformed ( notarization ) that they didnt even offer. 
I then began what I thought was a 10 day wait to receive my stolen money back. I did not hear from or receive any information concerning the debit card withdrawals. In the meantime I was informed by mail approximately 10 days or longer after the fact that 2 fictitious checks had been deposited through an atm ( I am assuming a Capital Bank owned ATM ) totaling over XXXX. By the letter I received in the mail I was notified that Capital Bank had debited my checking for XXXX for a returned check fees.Again I knew nothing about these checks or who deposited them to my account. I still had not received any information about my stolen money either. At this point my mom got involved and called Capital Bank tollfree number. Her name is also on the account. She spoke with someone named XXXX who suggested that I call bank card services to inquire about my stolen money. I work late hours and weekends but was able to call this number on XX/XX/XXXX. I was informed by XXXX that per a letter dated XX/XX/XXXX I would not be receiving my money back. Of course I had not received this letter. She very rudely read it to me laughing all the while. Once again I was humiliated and let down by a bank I had banked with for quit a while. My mom called the same number the next week and spoke to XXXX supervisor. He listened to our recorded conversation and said that he spoke to XXXX about the way she handled my call. He also agreed to ask that the case be investigated by the fraud department. He asked for time to do this. XXXX called my mom back on XX/XX/XXXX and informed her that they would not give me my money back. He advised seeking legal help. My mom went to the XXXX, NC branch of Capital Bank on XX/XX/XXXX which is where my account was opened. She spoke with manager there who seemed upset that I had been treated with disrespect and no communication in XXXX. She stated she was going to investigate and made calls which she was told that the fictitious checks were still being investigated. No communication from the branch manager as of today XX/XX/XXXX either.Since my mom still had no communication with Capital Bank she contacted the detective with XXXX XXXX Police Dept on XX/XX/XXXX to see if he had been in contact with Capital bank. Detective XXXX stated that he recognized the suspect that had gotten my money at the Cash Points atm on XX/XX/XXXX. But, Capital Bank had not provided him with the location of the Post Office where money was falsely obtained nor had they provided any information about the fictitious check deposits and what atm they were deposited at. I believe that the check deposits and atm/cash point withdrawals are connected but Capital Bank has shown no indication that they are trying to help me get my money back. I believe as a consumer that I should be able to trust my bank to look out for my best welfare, to do anything and everything possible to communicate with me when I have been a victim of a scam. I have since been informed they they NOW have the capability to notify customers when their debit card has been used. Had I been a new customer I might have know that. But as a 13 year customer this was not communicated with me.But, I really wonder if I had known at XXXX that my debit card was fraudulently being used would it have made any difference since Capital Bank was so unresponsive at XXXX that day when I did find out.I dont think they would have done anything anyway. The time difference between the 2 atm withdrawals and the post office withdrawal was only 8 minutes.

Company response to consumer: Closed with explanation