Consumer complaint received 2026-01-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: FIRST HORIZON BANK
State: NC

Complaint narrative:
Bank refused to close both checking and savings accounts. Promotion was supposed to be total of {$750.00} according to customer service which was {$450.00} for checking XXXX {$250.00} for savings upong completing specific requirements which was met and even specified by customer service from online messaging that was all saved inside online banking app. Apparently I was given {$450.00} twice totalling {$900.00} ( XXXX as promotions and XXXX as extra kicker bonus ). They reversed XXXX of the bonuses and told me it will be corrected and will be given the {$250.00} instead. Meanwhile, this has created a negative balance on the account as I have withrewn all funds in order to close it. I desposite back the {$200.00} per customer service advise with an understanding the system will correct itself and post the {$250.00}. To this date never received the {$250.00} promo as promised keeping the account in the negative. XXXX now gettinf the run around to contact branch supervisor. Below are correspondence texts inside app with customer service. 

From : XXXX Sent : XX/XX/XXXX XXXX AM XXXX XXXX XXXX XXXX XXXX XXXX and thank you for reaching out to us! XXXX, in order for us to close the checking account ending in XXXX and the XXXX XXXX account ending in XXXX properly, the balance must be zeroed out and no charges pending. After reviewing your account, we were able to determine you have a pending charge for {$66.00} that scheduled to post to the account on XX/XX/XXXX. We also see that an error was made and you were given XXXX bonus credits for the amount of {$450.00} on XX/XX/XXXX instead of the additional {$250.00}. Therefore once the system corrects the error, the account will be adjusted and will have a negative balance. The insufficient funds must be paid before closing the account. Once the account is completely zeroed out, you XXXX visit the local banking center, contact our XXXX XXXX Department at XXXX ( Monday - Friday XXXX to XXXX ET/ Saturday XXXX to XXXX ET ), or respond to this message to request the closure. We deeply apologize for your inconvenience and we hope this information was helpful. Thank you, XXXX XXXX Customer XXXX XXXX XXXX Monday - Friday XXXX to XXXX EST Saturday XXXX to XXXX EST First Horizon From : XXXX Sent : XX/XX/XXXX XXXX PM Ah ok I gotcha! Then where is the {$250.00} bonus on the savings? Could that be deducted from thr {$450.00} error and leaving me with just negative {$200.00}? I can deposit that back but just needs it corrected. Thanks so much for this info! XXXX From : XXXX Sent : XX/XX/XXXX XXXX PM XXXX XXXX XXXX XXXX XXXX XXXX and thank you for your response. Once the system catches the error, it will correct it properly and the {$250.00} will be added to the account. If the account receive an overdraft, the insufficient funds will have to be paid before the account can be closed. We hope this information was helpful. Thank you, XXXX XXXX Customer XXXX XXXX XXXX Monday - Friday XXXX to XXXX EST Saturday XXXX to XXXX EST First Horizon From : XXXX Sent : XX/XX/XXXX XXXX AM Hello XXXX, Ok, so when will the system catches this error? It should have given the {$250.00} as its way passed the 90 days that it should have given or posted that additional bonus. Should I deposit the difference overpayment of just {$200.00} now? I want to make sure it gets posted. Thanks From : XXXX Sent : XX/XX/XXXX XXXX AM XXXX XXXX XXXX XXXX XXXX XXXX and thank you for your response. You can make the {$200.00} deposit today, therefore once the error is corrected, the account will have a XXXX balance and we can close the account properly. Again, we deeply apologize for your inconvenience and we hope this information was helpful. Thank you, XXXX XXXX Customer XXXX XXXX XXXX Monday - Friday XXXX to XXXX EST Saturday XXXX to XXXX EST First Horizon From : XXXX Sent : XX/XX/XXXX XXXX PM Thank you XXXX! The {$200.00} is now deposited. I appreciate what you do! XXXX From : XXXX Sent : XX/XX/XXXX XXXX PM XXXX XXXX XXXX afternoon and you are very welcome XXXX XXXX. XXXX you have a wonderful XXXX XXXX! Thank you, XXXX XXXX Customer XXXX XXXX XXXX Monday - Friday XXXX to XXXX EST Saturday XXXX to XXXX EST First Horizon From : XXXX Sent : XX/XX/XXXX XXXX AM Hello XXXX, I have not receieved the {$250.00} promo correction as of date and the savings already incurred the monthly charge and should have been closed. I dont want to file a CFPB complain because of this. I would really like to receive what was promised in which I qualified for keeping money in this bank. The bank error shouldnt have been mine to shoulder and despite of that, I made good redepositing money. The monthly charge should not have been added had this bank closed the accounts as requested. I am very frustrated. Please forward this to a supervisor if possible for a resoution or it will leave me no choice but send a complaint to CFPB. We have sent messages back and forth and it is enough to continue. Thank you. 
From : XXXX Sent : XX/XX/XXXX XXXX PM XXXX XXXX XXXX XXXX XXXX XXXX and thank you for your response. After reviewing your account, we were able to determine the savings account no longer has a negative balance, therefore, we have submitted the closed account form per your request and the {$5.00} SERVICE CHARGE - MAINTENANCE FEE was automatically credited back to your account on XX/XX/XXXX. The available balance of {$1.00} will be mailed out as a cashiers check to the address on file and it typically takes XXXX business days to arrive. If you do not receive the check by the time frame given, please visit your local banking center or contact our. Unfortunately due to the checking account still having a negative balance of {$250.00}, per our policy, we can not close the account per your request through this platform. We advise you to contact your account XXXX, XXXX XXXX at XXXX ( XXXX XXXX XXXX ) for further assistance. Again, we deeply apologize for your inconvenience and we hope this information was helpful. Thank you, XXXX XXXX Customer XXXX XXXX XXXX Monday - Friday XXXX to XXXXXXXX XXXX Saturday XXXX to XXXXXXXX XXXX First Horizon

Company response to consumer: Closed with explanation