Consumer complaint received 2018-06-26
Company: FIRST HORIZON BANK - WEST CONGRESS STREET BRANCH
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Confusing or misleading advertising or marketing

Complaint:
On XX/XX/2018 My mother, XXXX years old, went to Iberia Bank to secure a car loan. It was around XXXX when my mother went to the Iberia Branch in XXXX XXXX XXXX XXXX XXXX XXXX , FL XXXX where she XXXX XXXX XXXX was supposed to assist her. My mother speaks English fine, however, for certain transactions that has technicalities such as a bank loan, she usually has me on the phone with her ( when Im unable to accompany her ), to allow me to jump in and assist with any technical terms. I am her daughter, XXXX years of age, and I have power of attorney so that I can take care of all her affairs. 
I was on the phone listening, when my mom told XXXX XXXX that she is interested in getting a car loan, and that she has me on the phone to help if needed. His first response to her was that she should apply for a loan with the dealership. My mom didnt understand why he would help her, so she asked him to call her. He sounded very angry and impatient with her, as if she was wasting his time. XXXX XXXX called me at XXXX from the bank, and he with a very rude tone, told me that my mom should apply for a loan with a dealership. I politely said to him, that I thought this was a bank. She would like to apply with this bank and shop around for the best rate. He then proceeded to say that she should go to a credit union, they will have the best rates. He additionally said that the Iberia Bank in the location he is in will be closing, and they have a lot of fees, and its best to go to a credit union or the dealership. He was discouraging my mom from applying for the loan at all cost and did not want to serve her. I said to him that she wants to fill out the application with Iberia bank. He said that she would need to fill out the form. I said I would help her, I have power of attorney, and he can email me the form at work. He emailed me the for with the origination fee and doc stamps fee. Perhaps its because my mother is XXXX, but he tried all tactics to discourage her! He told me that I have five minutes to fill out the form and send it back to him and that she needs proof of income. I informed him that I have all that information but he was not interested in hearing me or helping my mom at all. He said that he is not comfortable to help my mom and went to get his manager whose name is XXXX ( She refused to give me her employee number ). I informed XXXX that XXXX was very abrupt with my mom and kicked her out of the bank even before she had a chance to tell him what she wanted or needed. I said that Would she have received the same treatment if she was a different race? and from there, XXXX said to my mom that YOU NEED TO LEAVE THIS BANK NOW OR ILL CALL THE COPS AND NOT TO RETURN!!! She went and open the door to kick my mom out of the bank!!!! I hope theres a camera that you can review to see that my mom had XXXX on XXXX XXXX and has XXXX XXXX and was rushed out of the bank!!! Im not sure what crime my other committed for her to feel the need to call the cops on her! What did she do wrong? Why was she not given the opportunity to apply for a loan like every other hard working citizens??? Why was she discriminated against the minute she walked in the bank??? My mom was so shaken by this experience and has never been sooooo humiliated!

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 explanation