Consumer complaint received 2025-02-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: FIRST HORIZON BANK
State: MI

Complaint narrative:
I am writing to file a formal complaint against First Horizon bank located in Tennessee, regarding the unjustified freezing of my bank account and the unacceptable customer service I have received. This situation has left me without access to my funds, unable to afford gas to get to work or groceries to feed my children. I am a resident of Michigan, and the bank 's actions and unreasonable demands have made it impossible for me to resolve this issue promptly. I urgently need the CFPB 's assistance to rectify this matter. 

Details of the Incident On XX/XX/year>, I called First Horizon to ask why a check I had written for {$6000.00} was returned, despite having sufficient funds in my account. I have screen shots showing the IRS depositing my tax refund, the outgoing check and then a transaction where the check is returned. The customer service representative I spoke with could not explain why the check was returned. Later that day, I discovered that my account had been frozen and shows a significantly negative balance of XXXX XXXX dollars. When I called back to inquire about the freeze, I learned that the same representative I had spoken to earlier had placed a hold on my account. However, the bank claims they have no record of who froze my account or why it was done. 

I live in Michigan, while the bank is located in Tennessee. When I asked how to resolve the issue, I was told I must visit the bank in person to unfreeze my account. This is impossible for meI have no money to travel to Tennessee, especially since my account is frozen and I can not access my funds. I called the bank again to seek help and requested to speak to a manager. Initially, the representative told me no manager was available. It was only after I became upset and started crying that a manager suddenly became available. However, the manager informed me that they could not resolve the issue immediately and that it would take multiple business days to address.

Impact on My Life The freezing of my account has caused me severe financial hardship. I am a single parent, and without access to my money, I can not : - Buy gas to commute to work, putting my job at risk.

- Purchase groceries to feed my children, leaving my family in distress.

- Cover other essential living expenses.

This situation is dire, and the bank 's lack of urgency has worsened my circumstances. I am unable to meet my basic needs, and the uncertainty of waiting " multiple business days '' for a resolution is intolerable.

Attempts to Resolve the Issue I have tried repeatedly to resolve this matter directly with First Horizon but their responses have been inadequate and dismissive. The demand that I travel from Michigan to Tennessee is unreasonable, given my location and lack of funds. Additionally, the bank 's claim that they have no record of who froze my account or why raises serious concerns about their internal processes and accountability. 

The customer service I have experienced has been abysmal. Being told no manager was available, only for one to appear after I broke down in tears, reflects a lack of professionalism and empathy. The managers inability to provide an immediate solution, despite my desperate situation, further demonstrates the banks poor handling of this issue.

Company response to consumer: Closed with explanation