Consumer complaint received 2025-07-09 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other service problem — 
Company: FIRST HORIZON BANK
State: TN

Complaint narrative:
To Whom It May Concern, I am writing to formally express my profound disappointment and concern regarding a series of deeply troubling experiences at the First Horizon Bank XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX. As a long-standing client of First Horizon ( and formerly First Tennessee Bank ) and a former employee of an international bank with nearly a decade of experience in the financial sector, I possess a comprehensive understanding of banking operations, customer service standards, and regulatory compliance. The conduct observed at this branch falls far below the expected standards and raises significant questions regarding adherence to federal banking regulations. 

Background of Prior Incident XXXX XXXX XXXX XXXX : During a previous visit to the XXXX XXXX  to inquire about issues with my debit cards, I was denied assistance because I had forgotten my physical ID and card. Despite offering to provide a digital copy of my ID ( from a recent tax filing ) and logging into my mobile banking application to verify my account number and identity, staff refused service, stating, " they didnt know if I was who I said I was because they dont know me. '' Branch Manager XXXX XXXX subsequently advised me to visit the branch more frequently to " cultivate a relationship '' and become more familiar to the staff. 

While I understand the importance of Know Your Customer ( KYC ) and Customer Due Diligence ( CDD ) regulations designed to prevent financial crime, a bank 's procedures should also reasonably accommodate legitimate customer inquiries, especially when alternative verification methods are readily available. The suggestion to " cultivate a relationship '' as a prerequisite for basic account inquiry is an unprofessional and impractical substitute for robust and flexible identity verification protocols, potentially indicating inadequate training on comprehensive KYC/CDD implementation. 

Incident of XX/XX/year> : Today, XX/XX/year>, I arrived at the XXXX XXXX at XXXXXXXX XXXX to deposit funds into my grandmother 's account. Upon entering, I was immediately subjected to an inappropriate interrogation by a security guard regarding my banking needs and why I wished to speak with a personal banker rather than a teller. This questioning by a third-party security contractor about my private financial affairs constitutes a serious breach of customer privacy and a direct violation of Regulation P and the Gramm-Leach-Bliley Act ( GLBA ), which govern the protection of nonpublic personal information. When I declined to use the teller line and requested to wait for a personal banker, the guard refused to notify staff of my presence, stating they would come over " when they are ready to. '' Subsequently, I was called over by XXXX XXXX, XXXX XXXX. When I attempted to provide context for my visit, including the Branch Manager 's previous advice regarding building a relationship, XXXX XXXX repeatedly and aggressively interrupted me, stating that my comments had " nothing to do with her '' and that I " didn't have to tell her anything that has happened thus far. '' Her demeanor was overtly hostile and unprofessional. When I calmly explained my simple transaction ( a deposit into my grandmother 's account ) and expressed my concern about the consistent hostility experienced at this branch, XXXX XXXX became further agitated and declared she would no longer help me. At this point, the security guards, who had been standing over her desk, instructed me to leave the premises. 

I was not irate, disrespectful, or loud at any point during this encounter. I would encourage your team to review camera and potential audio footage from this brank to validate my claims and behavior. I was embarrassed and dismayed by the unprovoked aggression and the refusal of service for a routine transaction. 

Systemic Concerns and Regulatory Implications : This is my second experience feeling treated as a " second-class citizen '' at the XXXX XXXX XXXX As a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, I am compelled to state that the consistent hostility, profiling, and dismissive treatment I have received at this specific branch has created an environment of significant anxiety and discomfort, reminiscent of an anxiety attack. This raises serious concerns about potential discriminatory practices and a lack of equitable treatment, which are fundamental expectations for all financial institutions.

The Branch Manager, XXXX XXXX, acknowledged the recent robbery as a reason for staff being " on edge. '' While understanding, this does not excuse the systematic breakdown in customer service, adherence to privacy regulations, or the creation of a hostile environment. As a business owner, I understand that a team 's culture is a direct reflection of its leadership. The pervasive unprofessionalism, disregard for customer privacy, and aggressive behavior exhibited by staff, particularly XXXX XXXX, indicate a severe deficiency in branch management and staff training. 

I believe these incidents represent potential violations of, but are not limited to, the following : Gramm-Leach-Bliley Act ( GLBA ) & Regulation P : The security guard 's direct questioning of my private financial needs.

Consumer Financial Protection Bureau ( CFPB ) Guidelines : Pertaining to fair treatment of consumers and prevention of unfair, deceptive, or abusive acts or practices ( UDAAPs ). The aggressive refusal of service and hostile environment could fall under these guidelines. 

Office of the Comptroller of the Currency ( OCC ) Standards : The OCC supervises national banks to ensure their safety, soundness, and fair treatment of customers. The issues at this branch reflect p

oorly on these standards. Federal Deposit Insurance Corporation ( FDI
C ) Consumer Protection : While primarily focused on deposit insurance, the FDIC also plays a role in consumer protection, ensuring public confidence in the banking system, which is eroded by such experiences.

Fair Access to Financial Services : The overall hostile and potentially discriminatory environment ( still valid although majority if not all of the staff at this branch is XXXXXXXX XXXX  ) undermines the principle of fair and equitable access to banking services for all customers. 

Resolution : I have already initiated contact with First Horizon 's resolution team and will be formally escalating this complaint to the FDIC, CFPB, and OCC. I expect a thorough and impartial investigation into the conduct of the XXXX XXXX : XXXX, specifically addressing : The branch 's identity verification procedures in the context of KYC/CDD. 

The inappropriate role and conduct of third-party security personnel concerning customer privacy ( GLBA/Regulation P ). 

The unprofessional and hostile behavior of XXXX XXXX XXXX and the refusal of service. 

The overall branch culture and management 's responsibility in fostering such an environment, particularly concerning fair treatment and potential profiling. 

I am a profitable and loyal client, and I will not tolerate being strong-armed or profiled for attempting to conduct legitimate banking business or for sharing my experience. I look forward to your prompt attention to this critical matter and a resolution that ensures such egregious conduct is not repeated. 

XXXX  profiles provided for reference : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX

Company response to consumer: Closed with explanation