Consumer complaint received 2016-08-04
Company: FIRST HORIZON BANK
State: TN
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
Hello, My wife, XXXX XXXX, and I, XXXX XXXX, have an existing joint checking account with First Tennessee Bank ( part of First Horizon XXXX ). This account was opened long ago and is in good standing at the XXXX XXXX, XXXX, TN. It has had a regular direct deposit coming into the account for more than 2 years now. 
Recently, our son XXXX XXXX, started working part-time, and in response to a new promotion of XXXX $ for opening a new checking account with direct deposit from a different branch of First Tennessee XXXX XXXX XXXX XXXX, he opened a new checking account with direct deposit. His first direct deposit into the account was received on or around XXXX XXXX, 2016. The promotion of XXXX $ was due to be received within 6-8 weeks of receiving the direct deposit. When my son opened the account, I actually referred him, and went with him to this particular branch. The representative XXXX XXXX ( address : XXXX XXXX XXXX XXXX TN, direct phone XXXX ) was aware that my wife and I had a separate account but raised no questions and told us that the promotion would be processed. In fact, the opening deposit for XXXX account was a transfer from our existing First Tennessee joint account made by XXXX XXXX. 
At around 8 weeks following his first direct deposit, my son XXXX called XXXX XXXX to inquire on the status of the promotional XXXX XXXX and was told it was in process. Several weeks passed without any communication, so he called XXXX XXXX again directly at the above number, and was told by her specifically that it was in process, and would be received anytime within the next few days. On XXXX XXXX, 2016, my son XXXX, my wife XXXX and I visited the branch and spoke with XXXX XXXX about the promotion that she had offered and promised us. She gave us a printout telling us again that this promotion would be processed and took my phone number and said she would call me back the next morning. However, she never called me back, so after waiting 2 days, the following Monday, I called her myself. She did not pick up the phone, so I left a voicemail asking her to process the promotion as soon as possible. 
On XXXX XXXX, 2016, we heard back from XXXX XXXX saying that she would not process the promotion she had offered us, claiming the marketing department had decided that it was considered as XXXX household account. I told her this was not acceptable, as she was aware of this when she opened the account ( the opening deposit was processed from our account, as mentioned above ), and this was a separate direct deposit from a separate employer being received by a separate person, who did not previously have any account with First Tennessee. I asked her to fix the problem, but she kept referring to the marketing department, refusing to honor the promotion promised when my son opened an account with her. 
First Tennessee Bank is now receiving XXXX separate direct deposits into XXXX separate accounts related to us, but still refusing to pay the promotion offered to us for XXXX XXXX My son XXXX is a new customer of First Tennessee with a separate account from us, and a separate direct deposit coming into his account from a different employer, that is not in any way related to our direct deposit into our existing account. 
The representative XXXX XXXX at the XXXX XXXX, at the very best, misinformed us, if not openly resorting to trickery and deceit by offering and processing a XXXX $ promotion in order to entice my son XXXX to open a new checking account with direct deposit with her.

Company response to consumer: Closed with monetary relief