Consumer complaint received 2018-06-02
Company: FIRST HORIZON BANK
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Refund anticipation check
Issue: Confusing or misleading advertising or marketing

Complaint:
I started my own business last year and my company sells products to different retailers. Since I had opened a business checking account with XXXX XXXX, I asked if they offered merchant services and assisted me with the debit and credit card purchases. 
XXXX XXXX referred me to XXXX representative who took more than a week to contact me. The name of the company is XXXX XXXX XXXX XXXX which worked with XXXX XXXX at that time. The regional account executive of  XXXX sent me the merchant account details on XX/XX/XXXX ( please see Attachment 1 ). 
On XX/XX/XXXX, the account executive of XXXX prepared the application that I signed the same day ( see Attachment 2 ). 
I was promised 2 credits ( one for {$200.00} and one for {$150.00} ) as an incentive to open a merchant account with XXXX ( see Attachment 1 ) in XXXX. I have never received any of the credits so far even though I called many times to follow up on my credits. It has been 7 months and I still haven't received any credit. Every time I called I was told next week or very soon ( see Attachment 3 ). 

I have been in contact with the branch manager of XXXX XXXX multiple times.  She said that she tried to help and there was nothing she could do. She promised a few months ago that her superior would contact me and that superior never did. When I called her last in the middle of XXXX she said that it was my decision to contact XXXX and I should deal with them. On the other side, when I opened my business checking account with XXXX XXXX, she kept calling me to offer e-commers services because she probably gets compensated for that. I think a branch manager should be ethical and cordial not only when she tries to promote and sell financial services but also when the bank customers need assistance with solving the issues regarding those services. 

When the bank manager refused to help me, I contacted customer service and I was told that it was out of their scope and a regional manager would contact me. I have called more that 4 time so far without a callback from any regional manager.

The regional account executive of XXXX has prepared and filled out the new company application ( see Attachment 2 ). This application states that I should pay {$37.00} per month for a 36-month term. This application didnt state that there was another company involved that I was contracting besides XXXX. Due to the poor performance of XXXX services and the misleading advertising I decided to close my account with this company on XX/XX/XXXX. I was about to find out that I couldnt close my account completely because the information before I signed the application was presented AMBIGUOUSLY and brought me to the wrong decision ( see Attachment 1 ). While looking at the application I didnt realize that there was another company who serviced the equipment and it was totally separate from XXXX. It turned out that XXXX XXXX is a separate entity and I couldnt close my account with them because I had a contract. XXXX XXXX didnt exist anywhere in the application XXXX prepared nor it was disclosed or explained in writing. The reginal account executive of XXXX sent me an apologetic text message ( see Attachment 5 ) and she called me to apologize personally and offered a gift card that I never received. She completely ignores my calls to this day. 
I called XXXX XXXX and they told me that I had a contract with them and even I explained the whole unpleasant experience, they said they were going to send me to a collection agency if I didnt pay the full lease. I havent used XXXX and XXXX XXXX services since XX/XX/XXXX. When I requested to return the equipment to XXXX XXXX and close my account, I was told that even If I return the equipment I was still going to be charged {$37.00} a month until the end of the lease.

Company response to consumer: Closed with monetary relief