Consumer complaint received 2022-04-01
Company: FIRST HORIZON BANK
State: LA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
For several years now I have had a small business, simple interest loan with Iberiabank. I have always paid more than the required payments and have never been late on a payment. It renews every 5 years and the latest renewal was in XXXX when the payment became just over {$350.00} a month but I pay {$600.00} every month. I deliberately make that payment by check, and bring it to the XXXX XXXX branch bank. 
Just days before my XXXX, XXXX payment was due Iberiabank became First Horizon. I paid that note payment on XX/XX/XXXX by my usual method. At the same time, the takeover was occuring, that is, Iberiabank officially became First Horizon. 
About 2 weeks later, I received a Late Notice that my XXXX payment wasn't made. I went to my checking account ( XXXX ) online and printed both sides of my check. It was posted back to XXXX on XX/XX/XXXX. I brought that late notice and copies of the check to the branch where I had paid it. No one seemed to know how to fix this. They tried to find my account by the names on the loan and the loan number I have had for the past 15 years. The teller told me she was not able to see any loans on the computer and then I spoke with XXXX XXXX in her office, who told me the same thing. But, she would contact someone in the loan payment processing department and call me back that afternoon. I never heard from her. 
During that week, I tried several 800 numbers I found on the First Horizon website and no one could find that loan by the number, nor any names on the loan. 
It has now been 2 weeks and no one seems to be able to help. I have been in contact with my loan officer 's assistant at a branch on XXXX XXXX in XXXX, who has been the most willing to help. She has spoken with XXXX XXXX several times and as of today she is still 'surprised ' that I have never heard from XXXX again. The young woman at that XXXX XXXX branch has even tried to set up an online account for me using the names on the loan ( XXXX XXXX and XXXX XXXX ) I represent the Trust and do all business for it, including making the loan payments. 
She tried and tried but it would not create that online account. At her suggestion, I called the 800 number shown for " online help ''. I spoke at length with a young man named XXXX who said because there was a 'trust ' involved it had to be approved first by the legal department XXXX He said he submitted the information to them by email and promised to call me when he had a response which should be XXXX to 7 days. That was yesterday, Thursday XX/XX/XXXX. 
I have still not heard anything from XXXX at the XXXX XXXX branch. I have tried calling the 800 number for the loan processing department and the woman I spoke to was determined not to give me any information. To say she was ugly and rude is an understatement. I don't have her name but she is in the XXXX offices, in the loan processing department. 
Since I had another payment due on XX/XX/XXXX, I went to the XXXX XXXX XXXX last Monday, XX/XX/XXXX went inside to make a payment of {$600.00}, I gave the payment to the teller and asked again for something written or on a computer screen that shows my payment being applied as it should be. No one in that branch was able to do that. I have now received another letter demanding the " UNpaid XXXX payment, this time showing a late charge of {$25.00}. I have a feeling that my XXXX payment will not be applied appropriately either. 
I want to know that my XXXX and XXXX payments are indeed being applied to my loan and on the right dates. I do pay attention to that because that determines how much interest I pay that month and how much principal gets deducted and that's important to me. That reminds me that I did not receive any XXXX Mortgage XXXX statement from that bank for XXXX at all. 
I am writing this because I hope someone can help then straighten this out and get my payments where they belong on the proper dates. And I would like to have written evidence of that.

Company response to consumer: Closed with explanation