Consumer complaint received 2026-01-23 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Funds not received from closed account
Company: FIRST HORIZON BANK
State: NY

Complaint narrative:
On XX/XX/2026 I notified the XXXX First Horizon Branch that I would be closing a savings account of which I am one of three joint account holders ( last four of the account number is XXXX ). The other account holders are my wife, XXXX XXXX, and my Mother in law XXXX XXXX. The balance in the account to be closed was just over {$810000.00}. 

We created this account to hold a sum that XXXX received from the sale of a business and property interest about a year ago. XXXX XXXX health has declined and we suspect she may be struggling with cognitive decline. XXXX granted us power of attorney to manage her finances and health ( see attached ). Shortly after the holidays, we made the decision to invite XXXX to move from XXXX to our home in XXXX XXXX, NY so that we could help her manage her health and ensure she lived comfortably. Our first step to fulfilling this plan was to secure her financial assets, made up essentially of the account in question. We discussed this plan with XXXX several times over the last few weeks and came to an understanding with how the money would be managed. We had to consistently explain the plan because she had trouble remembering the details, but each time she was reassured and overwhelmingly in support of our efforts to care for her. 

I called the branch on the morning of XX/XX/XXXX and inquired for the best methods of transferring the funds. The branch associate, XXXX, explained that there was no way to move the total sum of the account without doing so in person at a First Horizon branch. I explained that this wasn't feasible because I live in XXXX XXXX XXXXXXXX, far away from the regional First Horizon banks. She then insinuated that I could be trying to commit fraud to which I told her that I would be willing to fulfill any identify verification steps. She refused to pursue any of these methods, even though she recognized that I was XXXXXXXX XXXX  son in law. I then asked to speak with the manager, XXXX XXXX. I was told he was unavailable and that he would call me back later. This call ended around XXXX XXXX. 

I then called the First Horizon corporate help line and was successfully verified. I again explained the situation to the agent. I was advised that the quickest method to close this account and move the funds was to transfer the balance of this savings account to a first horizon checking account and then have a check made out to the account we wished it to be transferred to. My wife, XXXX XXXX, completed the transfer to her First Horizon checking account and made our a check of the balance of {$810000.00} which I then deposited in a separate bank account. 

Shortly after that check was deposited my wife 's first horizon virtual account was locked. XXXX called me, hysterically, and told me that XXXX told her I was trying to commit fraud. It was my impression that XXXX became personally involved with the matter, called my Mother in law, and convinced her I was trying to defraud her. I tried to contact XXXX XXXX several times and was told that he was unavailable. I also spoke with the corporate help line and was told that the earliest a supervisor could return my call was within 24 hours. 

XXXX called me back at XXXX XXXX. He stated that the money was XXXXXXXX XXXX and that he would not allow it to be moved without her consensus. I asked him to clarify if the terms of the account required consensus among the account holders to make transactions, he refused to answer. He told me he would " not carry my conversation any further. '' I asked him as a bank customer and an account holder, if he could clarify the terms of the account and explain the reason for refusing my ( a joint account holder ) transaction. He again refused and said I had to get XXXXXXXX XXXX  consensus to make the transaction. He refused to answer any of my clarifying questions and then hung up on me. 

It was extremely distressing for a Bank Manager to try and convince my mother-in-law that I was trying to defraud her while actively working to secure her financial future. It was equally concerning that he refused to answer my legitimate questions about the terms of an account that I a joint holder of. XXXX has clearly show trust in both my Wife and I to steward her finances with her power of attorney and durable will and medical surrogacy ( all attached ).

Company response to consumer: Closed with non-monetary relief