First Horizon Home Loans ripped me off when they overpaid the insurance agent that was providing home insurance (wind, hurricane, home owners) for 3 years.
Me, being a totally stupid dummy, not checking every statement from First Horizon, did not catch the mistake until the beginning of 2005 when 1st Horizon informed me that I had to pay almost $2000 to make up the escrow they had mistakenly disbursed to the agent who double billed them.
About 100 phone calls later, having logged about 1000 hours on the phone with 1st Horizon, I finally turned to the Insurance Commission in my state and got the money refunded to me from the agent. How much help did I get from 1st Horizon? NONE! They couldn't pull up my records of payments from longer than 2 years ago, they couldn't explain why the agent had been paid out of the escrow account twice the same year, they couldn't explain anything.
One representative RUDELY told me that I was not reading something to her correctly because the statement to me from 1st Horizon did not appear on her screen as I had just read it to her. I immediately asked to speak to her Supervisor and then the Supervisor had an attitude, also. I emailed them asking them to have the owner/CEO call me to resolve my issues after I spent countless hours trying to get to the bottom of it (and missed work, etc), but never got a response OF ANY KIND.
Beware if you do business with 1st horizon!
Read every word of every statement and be sure to check every last dollar amount.
Do not take any customer representative's word that they cannot help you. Keep pushing, file a grievance, etc.
Hardworking people who are trying to pay their bills shouldn't have to worry about checking every dollar amount from their mortgage company, but you better do it if it involves 1st horizon home loans.
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