First Horizon Bank Bakers Bridge Ave, Franklin

Yesterday, 01/04/22, I went to this branch to try and exchange ROLLED coins for the SAME AMOUNT of rolled coins. My daughter and I like to search through rolls for older coins. I was standing in line, waiting patiently, when Jeremy came up to me and asked what I needed. I explained that I was here to see if I can exchange rolls for rolls of the same denomination if they had any that weren’t brand new. At first, he looked at the teller and back to me and said he didn’t think they could do that. Then said there was some policy about them having to send the rolls to Nashville to be broken open. He didn’t even ask anyone else if they could do that. I immediately got the sense that he just didn’t want to even help. I’ve been going to other First Tenn and First Horizon banks in the area(from Murfreesboro, Nolensville, Lebanon, and others in Franklin) and there hasn’t been one issue at all. Yesterday matter of fact, I exchanged a few rolls at First Horizon in Nolensville and Chase in Franklin and they were very willing to exchange for what they had. It’s not like I’m coming in and buying all the coins. I only exchange for the amount of rolls that I have. I’ve been a First Tennessee customer all my life. The poor customer service from Jeremy is another reason I am thinking of switching to Chase. Definitely not returning to this branch. I would like an explanation from a manager who know what they are doing and if there is actually a policy and how I can’t exchange rolls for rolls. I take the time to roll them back up for the bank tellers to create less work for them.

When my auto bill pay was set to go out I logged into the banks web site. All my pending payments were gone. I called customer service and was directed to do them over again. I did as instructed and then First Horizon double paid all my bills. It has taken over a week to try and get this cleared up to no avail. The branch president even refused to issue a provisional credit so they could clear up the mistake. I will file complaints with the BBB, TN SEC of State.

Worth is phenomenal! He is very professional and so helpful! He stayed on top of getting my business account set up exactly how I wanted it in a timely manner.

The customer service rep failed to follow up with me on an issue that she promised to resolve. The number published for the branch does not go thru to a direct person and cannot be connected to anyone that can help. Don’t waste your time trying to get help with this location.

Want to explain to me why it takes 10 min through the DRIVE THRU to get waited on, then another 15 min to get things done for a simple deposit????

Trying to reach a person at 1st horizon..help ?!!!

Gretchen and her staff are wonderful.

These folks are very personable and helpful