I have had my mortgage with First Horizon for 3 years. It has been nearly impossible from day 1 to ever get anyone on the phone even though the outgoing message brags about the upmost in customer quality & satisfaction. If they do answer, it's anonymous, when the call gets routed to the proper extension which they never give a number for or direct line, the call gets hung up boo boo beeee, if you'd like to make a call, please hang up &...! (I wasn't making a call. I was on a call being transferred.) All this after 20 minutes of waiting for a real person to begin with. I have been wanting to refinance for 2 years now, First Horizon turning me down as well as no program available for my Freddie Mac loan. Then I tried a loan modification. I've been waiting since august for a reply. I got a form letter from First Horizon abruptly stating, don't expect your interest rate, principle or monthly payment to change. Then without warning they refused my electronic payment for dec '10 & didn't tell me. I heard from my online bank before I heard from First Horizon. They instructed me to send in a paper check to a different address. I did for dec, jan & feb. I received a collection to satisfy a debt. Form letter in february saying I was 2 months delinquent on my mortgage even though they had accepted & cashed my mortgage checks! I had to call to request that my checks be applied to my account and of course they don't tell anyone that this is their policy until they already have you in default. I have received a second letter saying I'm 2 months behind since they applied my checks. I am waiting to refinance with another bank & First Horizon doesn't want to lose me as a customer, but they can't do anything right as a bank.
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