Consumer complaint received 2025-06-28 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: FIRST HORIZON BANK
State: FL

Complaint narrative:
I am writing to file a formal complaint against First Horizon Bank and XXXX  for their failure to investigate, respond appropriately, and comply with my rights under the Fair Credit Reporting Act ( FCRA ) and the Identity Theft and Assumption Deterrence Act. XXXX  is conducting sham investigations and leaving consumers helpless to stop fraud. 

On XX/XX/year>, I received notification from First Horizon Bank that I could submit a request for information regarding a fraudulent account allegedly opened in my name. I immediately responded the same day ( XX/XX/year> ) via email, submitting all the requested documents to verify my identity and request full disclosure of the account details. 

Despite my timely response, I was told via email that they could not verify my identity, even though I submitted the documentation they explicitly requested. Furthermore, they stated in writing that the only method they would use to communicate further details was via phone call, which is not an appropriate nor verifiable method of recordkeeping for identity theft disputes. I clearly informed their representative that I required a full report in writing as part of my identity theft documentation process. 

Since that time, First Horizon has refused to respond to multiple follow-up requests for written documentation or verification of the alleged account. They have failed to provide any explanation, any evidence of the accounts legitimacy, or any documentation proving their attempts to properly investigate the matter. 

In parallel, XXXX  has failed to uphold their legal obligations under FCRA by not thoroughly reinvestigating the disputed account and by ignoring my repeated Method of Verification ( MOV ) requests. They have continued to report this inaccurate, fraudulent account on my credit file, despite a lack of verifiable information from the furnisher ( First Horizon ). 

My Requests : That First Horizon Bank be required to provide full written documentation of the account they allege is associated with me, or immediately delete any such account if they can not provide verified records. 

That XXXX  be held accountable for failing to perform a meaningful reinvestigation and for violating my rights under FCRA 611 and 1681i ( a ) ( 7 ). 

That this account be immediately deleted from my credit file with all bureaus and I be notified in writing of the action taken. 

That both entities be investigated for failure to respond in good faith to a documented identity theft dispute. 

Attached are copies of : My original dispute letters Email communications with First Horizon Identity verification documents XXXX  dispute confirmations A copy of my credit report showing the disputed account Please consider this my formal complaint, and I respectfully request that your office intervene to ensure these institutions fulfill their legal obligations.

Company response to consumer: Closed with explanation