Complaints

This profile includes complaints for Frost Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Frost Bank

  100 W Houston St San Antonio, TX 78205-1414

• 

  Frost Bank

  4214 Thousand Oaks Dr San Antonio, TX 78296-1861

• 

  Frost Bank

  13226 Vance Jackson Rd San Antonio, TX 78249-1715

• 

  Frost Bank

  8202 IH 35 N San Antonio, TX 78239-2424

• 

  Frost Bank

  2703 SW Military Dr San Antonio, TX 78224-1031

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fraudulent activities done by Frost bank behalf. The debit card ending in **************************************************** cashapp, which it has been canceled since then i no longer have access to After several attempts trying to resolve the issue with Frost i have not gotten anywhere. Since then it has brought torment to me and interfere with my wellbeing. As there are alot more unathorized transactions I can't even cope with. After several attempts trying to resolve the matter with them as far as calling on the phone and going in to two different branches. As for February and April transactions activities in question, ****** had a debit card I used to own in cashapp years ago in which I no longer have access to has been canceled. Frost stated that I authorized and made the transactions myself. I responded by telling them why would I send funds to a card i no loner have. It just doesn't make sense why they would do these unauthorized transactions using that card. Cause I told them I didn't do them. The transactions made in the month of February to cashapp and all in April to ****** using the same debit card ending in 0696. I do have the proofs in which in just doesn't make sense to me at all. Please I am desperately asking better business ***** to please look into this issue and try to resolve something for me. In which it has brought me hardship and has been difficult for me as I try to make ends meet, as I am living of my disability check. I am asking for full refund back to me. Please I am asking better business ***** to try to resolve the matter, as I no longer have access to my frost bank,in which it was closed as for the alunauthorized disputes also They proceeded to say a letter was mailed to me with details why my account was closed, in which i have never got till this day .I have done all i could do to work with them and got no where I feel these fraudulent activities done on Frost Bank behalf is totally fraud. Thank appreciate you *****

  Business Response

  Date: 07/22/2025

  Thank you for bringing your concerns to our attention through the Better Business Bureau. We are currently conducting a thorough review and are working diligently to complete our investigation. A formal response will be provided once our review is complete.
  

  Customer Answer

  Date: 07/23/2025

  Complaint: 23592610
  
  I am rejecting this response because:
  I woul like the February transactions to be over throughly checked again. In which the transactions went to cashapp card that I haven't used in years, card has been canceled since then. So I didn't make the February transactions to the casapp card. They told me those disputes we're authorized by me and the case was closed. In which I was charged over $400 of draft fees
  Regards,  ***** Yzaguirre 
  
  ***** *********

  Business Response

  Date: 07/31/2025

  July 31, 2025
  
  
  ***** *********
  *********************************
  *********************
  
  
  Re: Your Complaint to the Better Business Bureau (BBB) ID ********
  
  
  Dear Ms. ******************** received your complaint via the BBB and have concluded our investigation. Our findings are outlined below.
  
  Our records show that you filed a dispute on May 5, 2025, for 12 Cash App transactions totaling $463 that occurred on February 24, 2025. You indicated that these transactions were unauthorized. After reviewing the case, we confirmed that your debit card had not been reported lost or stolen, and the device used for the transactions matched your previous login activity. Additionally, our records reflect that you verified these transactions as valid and completed by you. Based on this information, no error was found, and a resolution letter was mailed to you on May 9, 2025.
  
  A second dispute was submitted on July 1, 2025, for 16 ****** transactions totaling $860.49, which occurred between April 21 and May 30, 2025. Provisional credit was issued to you on July *******, for use during the investigation. This dispute remains under review, and once our investigation is complete, we will notify you in writing of the outcome.
  
  Please note that Frost is not affiliated with Cash App or ******. These are third-party services, and any activity conducted through those platforms is the responsibility of the customer. For assistance regarding those transactions, we recommend contacting the respective merchants directly.
  
  Our records also show that you visited a branch on June 23, 2025, to withdraw your remaining funds. While you intended to close the account, you were unsure whether that was communicated to the banker. When you later saw that the balance was $0, you believed the account would close automatically. After a credit was applied to the account, you returned to the branch and withdrew the remaining funds. The account remains open with a current balance of $0.
  
  We found no record of a dispute for the amount of $26,639.91. The existing disputes on file do not total this amount. You previously mentioned that you would provide supporting documentation for this claim, but we have not yet received anything. If you have any additional details or documents, please feel free to submit them so we may determine whether further review is necessary.
  
  In your most recent BBB communication,you requested that the February Cash App transactions be re-investigated,stating that they were sent to a Cash App card you no longer use and that the card has been canceled. However, our records show that you previously confirmed these transactions were valid. Given that confirmation and no new information being presented, we do not intend to reopen the dispute. Should you have new evidence or clarification, we welcome you to provide it for further consideration.
  
  If we can help you with anything further, please call our **************** Team at **************.
  
  Sincerely,
  
  Frost Bank

  Customer Answer

  Date: 07/31/2025

  Complaint: 23592610
  
  I am rejecting this response because:I disputed the charges in February because when I got the bank statement the transactions made for February were unauthorized transactions to a cashapp card ending in 69 that was not active, the card had been canceled years ago. So I know I didn't make those charges in February. I woul never send any transactions to a card I no longer have.
  
  Regards,
  
  ***** *********

• Initial Complaint

  Date:07/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This month, I reviewed my credit report and found an account reported by ********************** that I do not recognize or believe I ever opened. The account details are:A line of credit loan with Frost Bank, account number ***************, opened on September 26, 2019, with a reported balance of $38,573.I did not authorize or initiate this account, and I believe it may be the result of identity theft. I am requesting a full investigation and the immediate removal of this fraudulent information from my credit report.

  Business Response

  Date: 07/10/2025

  
  July 10, 2025
  
  
  ******* Montez *******
  ****************
  *********************
  
  
  Re: Your Complaint to the Better Business Bureau (BBB) ID ******** & ************************************ (CFPB) Number 250704-22061570
  
  
  Dear Mr. ****************** received your complaint via the BBB and CFPB and have concluded our investigation. Our findings are outlined below.
  
  You reported that, upon reviewing your credit report, you identified an account reported by ********************** that you do not recognize and believe you never opened. You stated that the account, opened on September 26, 2019, with a reported balance of $38,573, was not authorized or initiated by you and may be the result of identity theft. You requested a full investigation and immediate removal of the information from your credit report.
  
  We conducted a thorough review and found no indication of identity theft. The drivers license on file for your account was issued on April 18, 2018, and appears to match the license you submitted with your ******************** and CFPB complaints, which was issued June 27, 2024.The signature on the accounts signature card dated September 26, 2019, appears consistent with other documents, including your drivers license.
  
  Additionally, a Promissory Note dated September 26, 2019, for $5,000 includes a similar signature. The credit limit on the account was later increased to $20,000 on November 24, 2020, and to $35,000 on November 3, 2021. All related credit agreements contain consistent signature details.
  
  On August 6, 2024, we received a letter from you, dated July 30, 2024, disputing the information on your credit report. Our outside counsel responded on August 7, 2024, and provided documentation supporting the validity of the debt.
  
  After unsuccessful collection efforts,the loan was charged off on May 26, 2022, with a principal balance of $34,973.85. Frost pursued legal action and obtained a judgment on August *******. Notification of the judgment was mailed to the address listed in your BBB and CFPB complaints on August 29, 2023.
  
  If you would like to arrange payment or discuss repayment options, please contact our Recovery Team at *************.
  
  Sincerely,
  
  Frost Bank

• Initial Complaint

  Date:06/07/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last Friday 06-06-25 ***** ******* Branch manager **************** manager On staples Called me to inform me that she would be closing my personal accounts because a fraudulent business account was opened under my name in 2018 without my consent. She said my account would have full access till the 16th of June of 2025.I go to make a withdraw on 06-07-25 and they tell me all my funds are on hold because ***** ******* Branch manager **************** manager On staples Has made it that way on my account I truly believe this woman is treating me this way because the color of my skin and and is un fairly segrating me because of my race and ethnicity .She has essentially stole all my money And will not allow me to retrieve my funds to pay my bills . Frost customer service said they cant do anything about the theft that is occurring . I want this lady and this company reported . They are thieves .

  Business Response

  Date: 06/18/2025

  June 18, 2025

  
  ***** *. Connelly **************************;

   **************, ** 78418

  
  Re: Your Complaints to the Better Business Bureau (BBB), ID #********, and the ********************************************* (CFPB) Number 250609-21401640

  
  Dear Mr. ****************** received your complaints via the BBB and CFPB and have concluded our investigation. Our findings 
  are outlined below.

  Our records show you contacted Frost on June 6, 2025, to open a new business account. The matter 
  was escalated to a *************** Center Manager for review, and she called you to discuss the 
  request. During the call, she advised you that because of the decision to close your business 
  account in 2019, ********************** will not open the new business account and will close the four (4) personal 
  accounts you recently opened online. This decision is consistent with our practice regarding 
  accounts closed by **********************.
  
  On June 10, another *************** Center Manager called you in response to your request to 
  escalate the decision. She again advised you of the decision to end the banking relationship as a 
  result of the closed business account in 2019.

  As a result of your complaint, your accounts were reviewed, and it was determined the holds should 
  be removed. On June 17, the holds were removed, and funds were made available for your use.
  
  Your accounts are now closed as of today, June 18, 2025. A cashiers check for the balance has been 
  sent to the address above.

  Sincerely,
  Frost Bank
  
  

  
  

• Initial Complaint

  Date:05/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* ******** ****************************************** Date: April 29th, 2025 Frost Bank at ************************************************************: Urgent *** Deposit Issue Account of ******* ******** To Whom It May Concern,I am writing to formally report an urgent issue regarding a deposit I attempted to make at one of your ***s. During the transaction, the *** suddenly rebooted and shut off before the deposit could be completed. The cash I inserted was never fully deposited into my account.This incident occurred on 04/17/2025 and I have video evidence clearly showing the *** shutting down during the process. Despite this malfunction, the funds have not been credited to my account.Under the ****************************************************** institutions are required to investigate and resolve such errors in a timely manner. Additionally, 12 CFR ******* requires that the bank complete an investigation within 10 business days and correct any errors found,including provisional credits if needed.Please treat this matter with urgency. I expect a full investigation and immediate resolution. If this issue is not addressed promptly, I will be filing a formal complaint with the ************************************ (****) and other relevant oversight agencies.Thank you for your immediate attention to this matter.Sincerely,******* ******** ACCOUNT #*********

  Business Response

  Date: 05/21/2025

   
  
  May 21, 2025
  
  
  ******* ********
  ********************************************************************************
  
  
  Re: Your Complaint to the Better Business Bureau (BBB) Number 23314586
  
  
  Dear Ms. ******************* received your complaint via the BBB and have concluded our investigation. Our findings are outlined below.
  
  Our records indicate that on April 17, 2025, you submitted a dispute regarding an *** transaction. You stated you deposited $3,100 in cash at a Frost ***, but the machine rebooted before the deposit was completed and did not return your funds. You requested provisional credit and stated you have video evidence of the incident.
  
  Our investigation included a review of *** transaction records and reconciliation reports. The records show you attempted multiple deposits in amounts of $260 and $500, which were declined by the *** and the funds returned. The *** was balanced, and no discrepancies were detected.
  
  Because our investigation was completed within 10 business days, provisional credit was not required per the Electronic Funds Transfer Act (Regulation E). Based on the information reviewed, we found no error occurred and your dispute was closed. A letter detailing these findings was sent to you on April 30, 2025.
  
  For any further questions, or to provide any additional information you may have regarding this transaction such as the video you referenced, please contact our **************** Team at **************.
  
  Sincerely,
  
  Frost Bank

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ******** I am writing this review to gain support I am a college student with a 2yr old daughter and I dont have any funds available to provide for my child needs due to the way frost bank has treated me as if Im a criminal I received my income tax and deposited the cash into my bank account until I found a car to purchase on March 22nd I went to target to get my baby some items she was screaming and crying I lost focus and left my purse in the basket when we were getting in the car I didnt realize it until I made it home I went back there to look for my purse and it was gone someone had stolen it they were able to access my phone and cards to take money from my card I contacted the bank once I was able to get a new phone the representative advised me that I would receive a provisional credit and the funds were available for me to use that Saturday I was able to find a cash car so I went to the bank to withdraw funds and the lady treated me very poorly I felt like I was racially profiled against and like I didnt belong there she told me she wasnt going to give me any money out of my account and she declined my rights of receiving a new bank card and she locked my bank account it has been 30 days of trying to resolve this issue I tried reasoning with frost bank they refuse to resolve this problem they told me 10 days it has been 30 days which is very unfair and professional

  Business Response

  Date: 05/01/2025

  Thank you for submitting your concerns through the Better Business Bureau. We are actively conducting a thorough review and are working diligently to complete our investigation. A formal response will be provided upon conclusion of our review.

  Business Response

  Date: 05/15/2025

  May 15, 2025

  
  ******** *******
  ***********************
  ****************************-3904

  
  Re: Your Complaint to the Better Business Bureau (BBB) ID Number #********

  
  Dear Ms. ***************** received your complaint via the BBB and have concluded our investigation. Our findings are outlined below.
  Our records show you submitted a dispute for five (5) transactions totaling $7,691.34 on March 25, 2025. Frost
  issued provisional credit on March 27, 2025. On Saturday, March 29, you visited one of our financial centers to
  make a withdrawal.

  The employees had questions about the credit and wanted to confirm with the appropriate department. As it was a
  Saturday and most banking departments were closed, they were unable to do so until the following Monday. On
  Monday, the matter was escalated to the appropriate department. However, there was miscommunication about
  the hold on your account.

  As a result of your complaint, your account was reviewed, and it was determined the hold could be removed. On
  May 1, 2025, the hold was removed, and funds were made available for your use.

  We apologize for any inconvenience this has caused and appreciate your patience while we conducted our
  investigation.

  If we can help you with anything further, please call our **************** Team at **************.

  Sincerely,

  Frost Bank

  
  

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PLEASE SEE ATTACHMENT

  Business Response

  Date: 01/22/2025

  January 22, 2025
  
  
  ******** ******
  ******************************************************************************
  
  
  Re: Your Complaint to the Better Business Bureau Number 22815251
  
  
  Dear Mr. ***************** received your complaint via the Better Business Bureau and have concluded our investigation. Our findings are outlined below.
  
  After conducting a thorough investigation, we have determined that the information reported to the credit reporting agencies is accurate.
  
  Our records show that you opened an auto loan on May 2, 2023, in the amount of $455,796. As of January 17, 2025,the account is 194 days past due. The payment due on June 7, 2024, was made on November 22, 2024, resulting in the June payment being 168 days past due.Additionally, as of January 17, 2025, the July 2024 payment is 194 days past due.
  
  Regarding your home equity line of credit (HELOC), which was opened on July 24, 2023, in the amount of $289,000,our records indicate that the account is 47 days past due as of January *******. The payment due on November 1, 2024, was made on December 2, 2024,causing the November payment to be 31 days past due. Furthermore, the December 2024 payment is 47 days past due as of January 17, 2025.
  
  If you believe there are still discrepancies in our records or have additional supporting documentation, we encourage you to submit it for further review. Acceptable documentation may include proof of payment such as receipts or bank statements or any other relevant materials.
  
  If we can help you with anything further, please call our **************** Team at **************.
  
  Sincerely,
  
  Frost Bank

• Initial Complaint

  Date:01/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Frost refusing to honor my fraud claims that are on my personal and business accounts with them They will not retrieve my funds and they dont care that I was stolen from Its very sad

  Business Response

  Date: 01/23/2025

  January 23, 2025
  
  
  ***** E ********
  *****************
  ************************
  
  
  Re: Your Complaint to the Better Business Bureau Number 22766468
  
  
  Dear Mr. ******************* received your complaint via the Better Business Bureau and have concluded our investigation. Our findings are outlined below.
  
  In order to properly investigate your claims regarding fraud on your personal and business accounts, we will need additional information to assist us in identifying the transactions and accounts in question. Specifically, we request the following details:
  
  Account numbers or the last four digits of the affected accounts.
  Details of the disputed transactions, including dates, amounts, and descriptions.
  Any other supporting documentation, if available.
  
  Providing this information will allow us to promptly investigate and address your concerns. If you have any questions or need assistance, please dont hesitate to contact our **************** Team at **************.
  
  Sincerely,
  
  Frost Bank

• Initial Complaint

  Date:01/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a savings and checking account at ************************** checking was hacked in Oct for 1309 for **** eats and **** rides..880 in one day..A five day of transactions and the bank never alerted me..I only found out by checking to see if my Ssi check had been deposited..I filed a dispute in October and the bank is still giving me the run around ..even though he merchant has provided them with the person who did these transactions address phone number and email..This is ridiculous..When I have over ****** in that bank..This has cause me emotional distress being that I am 67 years old..This is not a customer friendly bank.

  Business Response

  Date: 01/09/2025

  January 9, 2025
  
  
  ***** ******
  ***************************
  *****************
  
  
  Re: Your Complaint to the Better Business Bureau (BBB) Number 22749106
  
  
  Dear Ms. ***************** received your complaint via the BBB and have concluded our investigation. Our findings are outlined below.
  
  On October 22, 2024, Frost received your dispute for 22 transactions occurring between October 15 and October *******, totaling $1,309.18. Provisional credit in the amount of $1,309.18 was applied on October 24, 2024, and correspondence was mailed the same day,advising you of the credit provided and that you would have full use of the funds during our investigation.
  
  As part of the process, Frost works with **** to obtain the necessary documentation from the merchant. This documentation was mailed to you on December 4, 2024, requesting that you review the merchants response regarding the dispute filed for $143.57 and provide a response if you wished to continue with the dispute. On December 19, 2024, we received your request to proceed. Upon further examination, it was determined that the merchant had already issued credits of $90.37 on October 15, 2024, and $143.57 on October 17, 2024. Correspondence was sent to inform you of these credits and to notify you that the provisional credit of $233.94 would be debited from your account on January 14, 2025.
  
  On December 10, 2024, we provided notification regarding additional transactions totaling $109.60 and $34.49 and again requested your review. As of today, we have not received your response to this notification. However, our Dispute teams review found that the merchants documentation did not reflect your account information. Therefore, we have continued to advocate on your behalf.
  
  Please be assured that your dispute remains under active review, and we are committed to resolving it accurately and fairly. Once the review is complete, we will notify you of the final outcome for the remaining open transactions and any necessary adjustments to your account.
  
  We appreciate your patience and understanding as we work diligently to resolve this matter. If we can help you with anything further, please call our **************** Team at **************.
  
  Sincerely,
  
  Frost Bank

• Initial Complaint

  Date:12/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 22nd around 3pm I had cash and went to go deposit into an ATM at my nearest Frost Bank, as I put the money into the **** the machine shuts down and restarts, and did not deposit into my account, and did not get a receipt or anything because the machine just completely shut off once I inserted my money. I talked to a representative from their customer service line and after arguing and going back and forth after she was trying to tell me the investigation was going to take up to 45 days, I finally was able to get them to credit me MY MONEY. I needed the money for food bills and PLUS ITS THE HOLIDAYS and times are already tough when it comes to money. It is now Christmas Eve and I see they took back the credit and put my account into the negatives, money I couldve used for gifts, food, gas, and other stuff for the Holidays GONE bc their faulty ATM machine is broken. And now Im suffering financially and have to wait until after Christmas to even try and get MY MONEY back that their ATM stole from me. This is the 2nd time this has happened to me at the same branch and Ive made a complaint to the BBB about their faulty **** this is completely unacceptable and frankly feels unethical making me wait 45 days, 2 days before Christmas, now Im broke and my account is in the negatives on Christmas Eve this feels so sad and discouraging. Frost Bank needs to make this right especially this being the 2nd time happening to me. Please BBB do something about this, and make them make this right.

  Business Response

  Date: 01/03/2025

  January 3, 2025
  
  ***** ****
  710 Texas Ave
  *********************
  
  
  Re: Your Complaint to the Better Business Bureau (BBB) ID # ********
  
  
  Dear Mr. *************** have received your complaint through the BBB and have completed our investigation. Below, we outline our findings:
  
  As mentioned in your complaint, on Sunday, December 22, 2024, you attempted to deposit $215 in cash at the Frost ATM located at our **************************. Unfortunately, you encountered an error during the transaction. On the same day, when you contacted our ************************** team, a dispute was initiated for the missing deposit, and an interim credit of $215 was issued to your account.
  
  Interim credit is provided as a courtesy to ensure customers have immediate access to funds while awaiting provisional credit during a dispute investigation. However, interim credit is temporary and typically reverses during overnight processing. We apologize that this was not explained to you during your initial call.
  
  On December 24, 2024, provisional credit for the $215 was applied to your account for your use while the investigation continues. Our dispute team will notify you in writing once the process is complete.
  
  We sincerely apologize for any inconvenience this issue may have caused and appreciate your patience as our dispute team works with the vendor to finalize the internal processes. This includes validating accounting journals and resolving the technical error to prevent future occurrences.
  
  If we can help you with anything further, please call our **************** Team at **************.
  
  Sincerely,
  
  Frost Bank

• Initial Complaint

  Date:12/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hardly ever leave reviews but this one is necessary. We went to make a deposit for our business account on 11/29/24. The *** machine took the money and never deposited it to the account. It popped out a receipt that said error and to contact the financial institution. The tellers were still there but said that the *** is managed by a different company and they had no control of it. This is the worst customer service. The *** is at the ********************** location with Frost on it. I'm highly disappointed that I left with no resolution and no money. It was a high value deposit. Our business has bills that came out on the first and we were told there would be no resolution until Monday possibly but that the money wasn't there and there was nothing they could do. Its now been over a week and no resolution and we have also been charged overdraft fees and any money that goes in is being taken. We pulled the money out due to what is going on and we do not trust our money in that account and they have yet to find our money. I will be closing our business account immediately after I get my money back. Business owners know that for a bank *** to take hundreds of dollars and error and have to be left leaving with the money gone is absolutely wrong.

  Business Response

  Date: 12/16/2024

  December 16, 2024
  
  
  ****** ******** Suave Elite, LLC
  ****************************
  ****************
  
  Re: Your Complaint to the ********************* (BBB),ID Number ********

  Dear Ms. ****************** received your complaint via the BBB and have concluded our investigation. Our findings are outlined below.

  As you indicated in your complaint, on Friday, November29, 2024, you attempted to deposit cash at the Frost ATM located at our ****************************** but encountered an error during the transaction. When you requested assistance, our **************** Manager advised you to submit a dispute for the transaction so Frost could open a case with the vendor who maintains the Frost ATMs. We received a dispute for a missing deposit in the amount of $450 on Friday, November 29, 2024, and a researcher was assigned the same day.
  
  On Monday, December 2, the **************** Manager called you again, assisted you with refunds for overdraft fees, and has remained in contact with you. On December 9, 2024, provisional creditin the amount of the $450 was issued to your accountfor your use during the investigation. Frosts dispute team will notify you in writing when the process is complete. A copy of the provisional credit letter and your accounts transaction history reflecting the provisional credit and overdraft fee refunds is attached.

  We apologize for any inconvenience this issue has caused, and we appreciate your patience as the disputeteam works with the vendor to complete the internal processes needed to validate and document the accounting journals and ensure the technical error is properly resolved.
  
  If we can help you with anything further,please call our Customer ServiceTeam at **************.

  Sincerely,

  Frost Bank

  Customer Answer

  Date: 12/24/2024

  Complaint: 22654918
  
  I am rejecting this response because we were originally promise that this issue would be resolved the following Monday and we are now about a months mark. I need to get this issue resolved with this account so that I can close it and take my business somewhere else. Leaving this account open, in the standing, could negatively affect my business credit and my banking history. There was no mistakes on my end when I trusted to make a deposit with this institution so there was no need for a lengthy investigation. 
  
  Regards,
  
  ****** ********

  Business Response

  Date: 01/03/2025

  
  
  January 3, 2025
  
  
  ****** ********
  ***************
  ****************************
  ****************
  
  
  Re: Your Rejection to our response to your Better Business Bureau (BBB) Complaint # ********
  
  
  Dear Ms. ******************* received your follow-up to our response and are pleased to inform you that our investigation was completed on December 27, 2024. On the same date, a notice confirming this resolution was sent to you.
  
  Our research confirmed that an error occurred with the Frost Bank ATM during your transaction. Based on these findings, the provisional credit of $450 issued to your account on December ******, has now been made final.
  
  We sincerely apologize for the inconvenience and frustration this matter has caused and appreciate your patience and understanding throughout the process.
  
  Sincerely,
  
  Frost Bank