Consumer complaint received 2018-03-27 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: FIRST HORIZON BANK - WEST CONGRESS STREET BRANCH
State: GA

Complaint narrative:
On XX/XX/XXXX, a XXXX XXXX XXXX check in the amount of {$12000.00} made payable to me ( XXXX XXXX ) for an injury payment from XXXX insurance was stolen. Although the check had been endorsed to my XXXX XXXX XXXX XXXX account, had the account number and " for deposit only '' on the back of the check, the thief was able to replace my name with their name and address on the front of the check ; replace my signature on the back of the check ; however, the account number or " for deposit only '' was not tampered with. The check had already cleared when I became aware it had not reach my financial institution. According to a copy of the cleared check I obtained from XXXX it looks like the check cleared or was deposited on XX/XX/XXXX at an Iberia Bank. Even if the " fake name and signature '' on the check matched, what is the probability that the thief and I had the same account number???? A police report was filed and I have been working through XXXX to get the issue resolved. I was initially told by XXXX XXXX ( My injury case manager at XXXX ) that the process could take up to 90 days and that XXXX XXXX XXXX would contact me and send a package of information to complete for its investigation. XX/XX/XXXX, I had not heard anything from XXXX XXXX XXXX so called and emailed XXXX XXXX. I did ask for points on contact for XXXX XXXX XXXX at that time ; however, I was informed he would be the liaison. this process was new to him as well and had been given guidance by his supervisor. There have be intermittent follow-ups. My last update from XXXX XXXX on XX/XX/XXXX ; he stated that XXXX XXXX XXXX was trying to get the Iberia Bank to make good on the check because it should not have been cashed and the outcome would be know on XX/XX/XXXX. I called ( left a voice message ) and e-mailed XXXX XXXX on XX/XX/XXXX after not being contacted with any new information. This lack of information has been occurring throughout and I think that i have been very patient during this wait time. I am totally exhausted at this point. I asked for information on points of contact at XXXX XXXX XXXX, file number associated with this case and other information as I needed to be much more involved and explore other options. I spoke to someone in this office ( Consumer Financial Protection Bureau ) and told how to submit a complaint on line. If your office can help in any way, I will be most grateful. I was also told to contact the Georgia Bar Association to get the name of an attorney in my area. ( Note : I think the check may have been stolen from my mailbox but am not certain. I send checks from my rental property to my bank that was as well and this has never happened ). Needless to say, I don't put anything of value directly in my mailbox anymore. Thank you.

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 monetary relief