First TN: most customer transactions posted - WMC Action News 5 - Memphis, Tennessee

First TN: most customer transactions posted

First Tennessee Bank (Source: WMC Action News 5) First Tennessee Bank (Source: WMC Action News 5)
Long lines formed outside First Tennessee Bank on Tuesday (Source: WMC Action News 5) Long lines formed outside First Tennessee Bank on Tuesday (Source: WMC Action News 5)

A weekend hardware failure left several First Tennessee Bank customers without access to money they were expecting to have in their bank accounts.

As of 8 a.m. Wednesday, First Tennessee Bank said most of those transactions that have been delayed have since been posted.

A large number of customers recognized the banking problem Tuesday, because it was the first day of the month--a day when many people get direct deposits placed in their accounts.

Those angry customers flocked to the bank, waiting in long lines to try and get their money.

"We need it. I've got to pay rent this morning," Debra Johnson said.

She was just one of the thousands of people who were unable to pay their bills or buy food because of a computer problem at First Tennessee Bank.

Burt Galloway is disabled. He relies on the $700 check that gets direct deposited into his account on the first day of every month. 

"I depend on it every month--me and my son," Galloway said. "I use that money for my rent, utilities, and clothes and food."

First Tennessee Bank spokesman Bruce Livesay said the issue started Sunday morning when the bank had a hardware failure. He said it took until 3:30 p.m. Monday for the bank to recover from the outage. However, the bank's computers then had to work to catch up on deposits made during the outage.

"We're playing catch up. We're catching up on all of those transactions that need to be posted from what happened on the weekend," Livesay said.

Livesay added they were very meticulous so that no mistakes happened during the catch up process.

"We're doing everything we can to make sure that we're taking good care of the customers, and this is not living up to the standard that we typically aspire to, obviously," Livesay said. "I will assure you that our branch folks are working very hard, the people behind the scenes are working very hard to make this right as fast as possible."

As of Wednesday morning, the bank said all commercial online banking and retail mobile banking transactions were up to date. They also said financial centers would be open Wednesday and available to help resolve any remaining issues.

First Tennessee added that no customers would be charged fees for the delays and apologized again for the inconvenience.

The bank took to social media Tuesday, responding to concerns about the direct deposit issue that is preventing customers from getting paid.

Several First Tennessee Bank customers called the WMC Action News 5 newsroom to report the issue.

One customer told the bank he wasn't able to put food on the table because of this delay.

The bank replied to him, got his information, and fixed his issue. He replied that he was very satisfied with the bank's prompt response and customer service.

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