first horizon home loans Complaint - Service
MEMPHIS, TENNESSEE -- I lost my job in August of 2002. My husband is now the primary income in our home. Since that time, I have only been able to obtain a part time retail position that pays a small fraction of the income that I was accustomed to. Well, since this time, we have been paying our home loan later and later because of the dramatic change of income. I have called First horizon on a number of occasions. Initially I was told there were no programs to assist us with the issue. I then demanded to speak to a dept manager who told me different. I was told that in order to get into any program, which our payment needed to be late 30 day or more, and if we made a payment, it would kick us out of the running to get into a program. We were urged not to send a payment! I submitted all of our financial info, faxed it in and waited 48 hrs as I was told. I heard nothing. I called back and was told that nothing was received. I quoted the fax number to the rep I was speaking to and he said that it was the wrong dept to fax it to. I am getting angry at this point! He then gives me another number; I fax yet again, and waited again to hear nothing. I call again, it was finally confirmed that my fax was received but nothing had been done with it yet. That was on 1/2/04. The rep at that time told me to wait a couple of more days since it was the New Year and the dept that made the decisions on these situations was backlogged. I waited again. On 1/8/04 I called again. This rep told me that the claim was denied and that the info was posted on 1/2/04... Had I not called, I would not have known. He told me that they would send a letter out but he did not know when. So here I am, listening to the reps of this company, not sending in the payment that we had, and getting further behind. It just seems really strange that no phone call was spared when we were late paying; but when we try to do the right, we don't hear a word from the company. Then before the conversation ended, I was told that if we sent anything other than the full $2800 that is now due would probably be rejected. Great! Follow directions and get slapped in the face.