Consumer complaint received 2025-10-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: FIRST HORIZON BANK
State: FL

Complaint narrative:
Institution : First Horizon Bank XXXX XXXX XXXX, XXXX XXXX, FL Subject : Mishandling of Pay-on-Death ( POD ) Beneficiary Claim and Unprofessional Conduct I am filing this complaint regarding repeated misinformation, rude behavior, and emotional distress caused by staff at the First Horizon Bank XXXX XXXX XXXX while I was handling a Pay-on-Death ( POD ) beneficiary claim for XXXX XXXX XXXX, who passed away on XX/XX/year>. I am the named POD beneficiary. 

The tellers at this branch personally knew both XXXX XXXX and mewe opened our accounts last year and visited together many times. Despite that, they treated me as though I were a stranger, provided false information about Social Security payments, delayed my claim unnecessarily, and made dismissive comments such as youre not getting any of that money, theres no rush on this, and good news when the claim was finally approved. 

Initial Beneficiary Notification : After XXXX XXXX passing on XX/XX/year>, I notified the XXXX XXXX XXXX and was informed that the account would remain open until a death certificate was provided. 
Submission of Death Certificate : I delivered the certified death certificate in person to the branch. 
A female teller informed me that because the next day was Friday, they would not have an answer until the following Tuesday, even though it was Wednesday not Thursday when she said the following day was Friday. 
Follow-Up Call About Processing : I called that Friday to confirm progress. The same teller told me, 'there is no rush on this ' and resisted my request to speak with the branch manager. After being placed on hold and disconnected, I called back and spoke with a male teller who argued with me for about XXXX minutes instead of assisting me. 
Improper Offset of Beneficiary Funds : When the bank processed the Pay-on-Death payout from XXXX XXXX account, they used part of the funds to cover the negative balance on my previously closed personal account. I explicitly told the teller that I did not authorize this and preferred to take the check elsewhere to cash it, but was told they 'had to " apply it toward the old balance. 
Misinformation About Social Security Payment : During XXXX of the calls, the male teller incorrectly insisted that XXXX XXXX final Social Security payment had to be returned, stating that I would not receive 'any of that money. ' I explained that Social Security benefits are paid for the prior month, meaning the payment for XXXX ( issued in XXXX ) was valid and owed. Despite this, the teller continued to argue and dismiss my explanation. 
Claim Approval and Inappropriate Tone : The following week, I was informed that the beneficiary claim had been approved. The teller said 'we have good news, ' and repeated this again when I came in person to collect the funds. I found this phrasing insensitive given the circumstances surrounding XXXX XXXX death. 
Emotional Impact : These repeated experiences of misinformation, dismissive treatment, and insensitive communication caused significant emotional distress during a period of grief. I lost confidence in the professionalism of the branch staff and if anything they were telling me was true. I felt that XXXX XXXX affairs were not handled with the respect they deserved. 

On the same day I received XXXX 's death certificate, XXXX received in the mail an additional check by mail made payable to XXXX XXXX XXXX. The check was issued by the Consumer Financial Protection Bureau ( CFPB ), drawn on XXXX XXXXXXXX XXXX, in the amount of {$1500.00}. 
When I presented the check at the XXXX XXXX branch, the tellers made a photocopy of it and informed me that it would be sent to the banks legal department to determine if it could be accepted. I was told the check might be fraudulent, and that if it was processed and found invalid, the account could be closed and the funds forfeited. Before they closed the account and while they still had not issued me any moneys from the POD claim, they simply told me they could not accept the check CFPB without any explanation or how to handle this next. 
Given that the check was issued directly by a federal agency, the banks failure to provide a clear written response appears to violate standard procedures for handling government payments and estate-related deposits under both Florida and federal banking regulations.

Company response to consumer: Closed with explanation