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Very, very unreliable and poor customer service. I've had my account closed because of fraud suspicion over an entire week without warning. No call, no text, no email. Couldn't call customer service because I didn't need to use my card and realized it was shut off until Sunday- and customer service was closed. When I complained about it- because my other bank was also closed for the same suspicion and a person immediately called and texted and emailed- I was told that I should have called while they were open Saturday. Wow. Not everyone uses their card every day and customers need to be notified regardless of if they're actually using their card currently.

In another instance, I put my debit card into one of the new atms that sucks in your card all the way. THE MACHINE FROZE WITH MY CARD INSIDE. The bank was closed, customer service was closed, there was no service number to call on the atm. I just sat there, not knowing what to do. I had originally thought, well sure it would just hold my card. Nope, after sitting there 30 minutes my card was spit back out! If I had left just anyone would have been able to have and use my card! When customer service opened again I let them know, and they claimed they would take care of it- but two days later a coworker went to the same atm. A woman had been sitting there for 45 minutes because the machine froze with her card inside. It was a Sunday and the bank and customer service was not available.

Recently, after being passed from agent to agent regarding a certain issues I was passed to someone with the customer service escalation team. They admitted that what happened shouldn't have happened and said they were going to submit an error form so that I could get my money back. A week later I got a call with a totally different story who said they would NOT get it fixed. I insisted on speaking with a manager because, well, I had already gone through this and been promised everything would be fixed. I had to talk to the manager on two different occasions (making for about a 2.5 hour phone call total to resolve a simple checking issue). Finally they admitted to me that the other manager HAD NOT EVEN LOOKED AT MY ACCOUNT and just believed what the agent told them I said. Supposedly, they actually signed this error form and promised my money back WITHOUT EVEN INVESTIGATING (so what had we been on hold an hour for if they weren't investigating?!?!). I'm absolutely mindblown that a manger at a bank would supposedly be so blatantly irresponsible. That alone tells me that First TN is not to be trusted.

I feel all the signs are pointing to I need to close this account ASAP and not look back. There are only so many red flags the universe can throw you until it's just on you if you keep falling for the same sham!

Reason of review: Poor customer service.

Preferred solution: switching banks.

First Tennessee Bank Cons: Website always down, Reduced customer service hours, Irresponsible staff who do not fully investigate, No alerts when card shut down for fraud suspicion, Unreliable atms.

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