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Frost Bank

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Complaints

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

Customer Complaints Summary

53 total complaints in the last 3 years.
22 complaints closed in the last 12 months.

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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:08/14/2024
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.
Frost Bank had not only didn't help me with a reported scammer and a reported fraudulent transactions, they had closed my accounts without notice.They said that they had sent me mail in my mailbox, yet I had received none, regarding any of the further notice regarding the $1,624.34 owed to me, with $1,000.00 owed to my personal account & $624.34 owed to my business account.I had continuously contacted them about such, of which they offered little to no recourse in such.I had went into their various branches multiple times, which they offered little to no help.
Business Response
Date: 08/23/2024
Thank you for sharing your concerns with us. We are in the process of completing our investigation and will provide a response soon.
Business Response
Date: 09/09/2024
September 6, 2024
*******************************
*********************************************************************************
Re: Your Complaint to the Better Business Bureau (BBB) Number 22137363
Dear ********************:
We received your complaint via the BBB and have concluded our investigation. Our findings are
outlined below.

Our records indicate you submitted a dispute to Frost on February 2, 2024, regarding an
unauthorized transaction in your Frost Personal Checking account ending in 2551 from
MoomooFinancial for $1,000. Provisional credit was provided on February 16, 2024. On March 13,
2024, the dispute was found in your favor and a letter was mailed notifying you that the
provisional credit issued would remain in your account.

On February 12, 2024, we received two disputes for your business account ending in 0216 regarding
unauthorized transactions in the amounts of $496.10 and $119.08 to WIX.com and Patreon Membership.
Provisional credit for both disputes was provided to you on February 13, 2024.
On February 26, 2024, Frost received merchant documentation from **** related to your dispute for
$119.08. We mailed the documentation to you at the above address on February 26, 2024, for your
review. The letter requested a response within 15 days from the date of the letter; however, we did
not receive a response from you regarding the documentation provided by the merchant. On May 6,
2024, a final decision was made of No Error for the dispute for the following reasons: The
Documentation provided by the merchant reflects that you participated in the transaction, and the
** address used to conduct the transaction with the merchant matches the ** address for the mobile
device registered with Frost. On the same day, we mailed a letter to you informing you provisional
credit would be reversed on May 13, 2024, due to the dispute findings.
On March 13, 2024, we received merchant documentation from **** regarding your dispute for $496.10
and mailed a copy to you at the above address for your review. The letter requested a response
within 15 days from the date of the letter; however, we did not receive a response from you
regarding the merchants documentation. The dispute was closed as No Error based on information
from the merchant, including the customer name, address, and phone number matches bank records,
documentation provided by the merchant reflects the customer participated in the transaction, and
prior transaction(s) in your account history with same merchant were not disputed. A letter was
mailed May 10, 2024, informing you of the dispute investigation results and informing you a
reversal of the provisional credit would occur on May 17, 2024, for $485.27. As a result of an internal processing
error, a portion of the original provisional credit in the amount of $10.83 remained in your account.

On May 16, 2024, your personal accounts ending in 5787 and 2551 were closed with $0 balances. Your
business account ending in 0216 became overdrawn on May 13, 2024, and it was subsequently charged
off on July 12, 2024, with a balance of $624.34. However, as part of our complaint research, we
found the dispute team did not have sufficient information to close the two disputes submitted in
February, and we reversed these decisions. As a result, you received final credit of $119.08 and
$485.27 and were refunded related fees. These credits were applied to the charge off, bringing the
balance to $0. We also submitted a request to ChexSystems on August 30, 2024, to have the
charge-off record deleted. Please allow ChexSystems 10 to 15 days to complete the deletion.

Thank you for bringing this matter to our attention and allowing us the opportunity to address your
complaint.
Sincerely,
Frost Bank
Initial Complaint
Date:08/13/2024
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.
August 8th 2024, I was made aware of a returned payment for my rent in the amount of $1640.00. Over $4,000 was available in the checking account until the afternoon of 8/5/2024. The transaction in the amount $1640.00 does not appear in my transaction history and neither does an NSF fee. When I initially opened my checking account, I elected to enroll in overdraft protection and opened a savings account and so there would be a linked account to cover any possible overdraft. In this particular case, there was more than enough money in the checking account to cover the *** and the days following, then they were moved to an attached account, still making the amount available.Per Frost Banks standard overdraft protection practices, overdraft protection: Automatically transfer funds to your checking account from a linked account or line of credit. It also states, We do authorize and pay overdrafts for the following types of transactions: Checks and other transactions made using your checking account number *** transactions Automatic bill paymentsTherefore, because I had the funds available AND I had a linked account, there was absolutely no reason for the payment to be returned. As a result of this action, even though Frost Bank did not charge a return fee, the vendor the payment was returned to did. I was charged $75 for the return. In addition, because Frost returned the payment, they caused my account to be behind and the vendor also billed me an non reversible late fee $163.80 making my new total to pay $1,874.80 instead of the original $1640. Visiting the branch located in ****** on Loop 288, I encountered a very dismissive *******************.I explained how the how the funds were in the account and the returned caused over $200 in fees and ************** stated, Well we did not charge you a fee for the return so and we are not responsible for what you were charged by anywhere else.
Business Response
Date: 08/22/2024

August 22, 2024

***********************
*************************
****************
Re: Your Complaint to the Better Business Bureau (BBB), ID #********
Dear **************:
We received your complaint via the BBB and have concluded our investigation. Our findings are outlined below.
Our records show you opened a Frost checking account ending in 6306 and savings account ending in 9786 on June
5, 2024, at our *****************************. During the new account opening process, you were provided a form to
indicate your preference regarding how overdrafts for everyday debit card transactions should be handled for your
checking account. This form explains what an overdraft is and that Frost can cover your overdrafts in two different
ways:
? Standard overdraft practices that come with your account
? Overdraft protection plans, such as a link to a checking account, savings account, or personal line of credit,
which may be less expensive than our standard overdraft practices. The form states, To learn more, ask
Frost banker about our plans.
As the attached copy shows, the form also details Frosts standard overdraft practices and discloses that Frost pays
overdrafts at our discretion, which means we do not guarantee that we will always authorize and pay any type of
transaction. At the bottom of the page, you selected the option stating I want Frost to authorize and pay
overdrafts on my everyday debit card transactions for the checking account listed below.
We have this form on record with your signature advising us how to handle overdrafts related to transactions
conducted with your debit card. However, we have no record of a request to link your checking account to your
savings account for overdraft protection in the event any transaction type would cause your checking account to
become overdrawn.
As a result, the transaction activity in your checking account was subject to the balance of your checking account
balance and our standard overdraft practices, as disclosed in Frosts Deposit Account Agreement. On August 5,
2024, an ACH debit in the amount $1,640 from Accolade Property Web Payments was presented for payment. This
ACH transaction is an electronic debit initiated by the merchant using your account number, not your debit card.
The attached checking account statement shows the balance in your account on August 5, 2024, was $475.45, and
our records show the checking account was eligible for $100 overdraft courtesy. Because the transaction amount
exceeded the account balance and overdraft courtesy amount, the transaction was returned as non-sufficient funds
(NSF). You were not assessed an NSF fee, in accordance with Frosts fee disclosure.
We apologize for your experience in the financial center. Please be assured we have addressed the matter with the
employee and his management. When we investigated the interaction, employees in the location that day all
recalled the situation differently. They shared ************** was professional in his explanation of the overdraft, and
maintained his calm demeanor when the conversation escalated.
As of August 8, 2024, your checking and savings accounts have been closed. While we regret your experience with
Frost did not meet your expectations, we understand your decision to end your relationship.
If we can help you with anything further, please call our **************** Team at **************.
Sincerely,
Frost Bank
Initial Complaint
Date:06/19/2024
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 made a deposit into an *** at Frost Bank on ************************************************** on Wednesday June 5, 2024. The *** proceeded to eat $1400 in cash and it did not record the transaction or apply the deposits to my account. As of today, I still not have been credited the $1400 whenever I call I am told that Frost bank can take 45 days to decide whether or not they will return my money to me. They have waived multiple overdraft fees in order for me to use my bank card and to make purchases and pay bills, However, I do need to pay a large item and the amount of $1260 ASAP. I was told by their customer service department that I can go ahead and overdraw my account and that they would waive the overdraft fee. This option will not work as it will leave me completely until my next payday. In simpler terms, what shouldve happened is the *** machine shouldve been placed out of order and audited immediately, and my money should have been returned to me. My next step at this point is to contact the local news here in ******* and have them do a story on this horrible experience with this bank that I thought was a great place to do business. I will say that the individuals that work inside the branch have gone above and beyond to try and assist me with this issue however, they have been met with obstacle after obstacle by their corporate office and dispute department. This is unacceptable and not fair. I am a single income household. I work for the state of Texas and I do not make a whole lot of money so $1400 to someone may not be very much but to me it is almost a complete paycheck. I will also be reaching out to the Attorney Generals office here in Texas to see if anything else can be done to me. This seems like it should be illegal to withhold somebodys money for an internal banking error. I have since opened another checking account and savings at another banking institution. Once my funds are returned. I 100% will close my account.
Business Response
Date: 06/28/2024
June 28, 2024

***********************
*********************************
Apt ******************************************

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

Dear ******************:

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

Our records show that you contacted Frost on June 5, 2024, to report an ATM malfunction during an attempted deposit. Frost assisted by logging a Missing ATM Deposit/Credit dispute for $1,400, which was the amount not returned from your $3,000 deposit attempt.

On June 20, 2024, Frost provided a provisional credit of $1,400 to your account ending in 9453. A notice was mailed to the above address the same day, indicating that you would have full use of the funds pending the final outcome of the investigation. Once a decision is reached, you will receive a correspondence letter with the final outcome.

We apologize for any inconvenience this incident may have caused.If we can help you with anythingfurther, please call our CustomerService team at **************.

Sincerely,

Frost Bank
Customer Answer
Date: 07/01/2024
Complaint: 21872452

I am rejecting this response because:
Based off the the seemingly scripted response from Frost bank it seems to not address the fact that almost 15 calendar days past until they decided to provide a provisional credit. That should have happened almost immediately. I am not satisfied with their response . I will share my horrible experience with everyone I know and I will never do business with this horrible bank ever again.
Regards,

***********************
Initial Complaint
Date:04/03/2024
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.
Frost Bank opened account's in my name in 02/2024. Frost Bank locked said account's 7 times. Always locking the account after 5:00 PM Central Standard Time, The number that is directed to call, is customer service. ***************** cannot assist and always has some excuse as to what happened or clearly doesn't know at all. First time the account was locked, ********************** Confirmed it was by accident, and that no one could help me because they locked it friday at 5:00 PM CST. **************** told me to wait until Monday, Also locking the debit card and online banking. Second time Frost Bank locked it because they couldn't place a hold on an IRS Treasury check, and Again did not notify me and locked the account at 5:00 PM CST. Which again directed to call customer service whom told me they could not help me, Had to wait until the following day to go to the branch as directed and the branch told me they could not help me. Finally received a call at 2PM Asking for my Tax Return, or they would hold the check and account lock for 7 Days (Reg CC Hold) Which per the *** CC hold it does not state a bank can lock and hold all your funds and account for 7 Business Days yet Frost threatened me to do so. Additionally, Frost Bank allowed Fraudulent charges from a Choctaw Casino and a Winstar Casino, Both of which are in ********. I do not do business with these merchant's all charges are fraudulent. Frost Bank Closed the account stating I couldn't secure the debit card and I only replaced it 3 total times. 2 *********** were them issuing it by mail, which I did not request. The 3 times were in branch and they have to cancel and reissue the card mailed. I am able to secure my card and account, and this is false accusations. Lastly, Frost allowed Fraudulent charges from a Chanced Gold Coins, Over $15,000 was charged to my account from this merchant. I have never done business with this merchant, and my wallet was previously stolen. This merchant debits and credits are unauthorized.
Business Response
Date: 04/12/2024

April 12, 2024

*****************************
**************************************************************************

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

Dear ********************:

We received your additional complaint via the BBB and concluded that Frost has addressed most of your concerns in our previous responses, attached for your review.

Regarding your claim of identity theft, our records indicate a Frost Personal Account ending in 3238 and Savings account ending in 4676 were opened online February 15, 2024. We do not find that the accounts were opened fraudulently. As stated in your prior complaints to the BBB you visited the ******** branch February 14, 2024, to provide identification as well as your utility bill to assist in your account opening. We are providing a copy of the signature card and statements for both accounts to confirm the transaction activity.

On March 29, 2024, Frost received two disputes regarding seventy-two transactions totaling $12,150 from Chanced Gold Coins that occurred on different debit cards between March 14, 2024, through March 20, 2024. In the disputes,you stated you had never done business with this merchant.

Research concluded no error occurred. Some factors that led to our decision were as follows: at the time of the transactions the card was not reported lost or stolen; there are undisputed transactions that occurred with this merchant including deposits and additional debits on all cards associated with your account; our records also indicate that you accessed your Frost Mobile Application which included reviewing of the account, and online transfers prior, during, and after the disputed transactions had occurred but you did not question the activity at that time. We notified you by mail on April 1, 2024, that no error was found for both disputes.

As stated in our previous responses, Frost has assisted with multiple disputes and issued new debit cards when you advised us of unauthorized activity since your account opening on February 15, 2024. Reissuing a debit card with a new debit card number, expiration date, and CVV is a proven way to prevent debit card fraud. Although Frost has issued multiple replacement debit cards to help combat fraud on your behalf, you have reported continued fraud on the newly issued debit cards. Despite Frosts security measures, your claims of fraud indicated there is a concern with the protection of your card and/or card number while it is in your possession. Because we were unable to mitigate the fraud risk, we determined it was best to end our banking relationship, in accordance with Frosts Deposit Account Agreement, to protect you and Frost.

We are unable to assist you further with your disputes and recommend contacting the merchant directly.

Sincerely,

Frost Bank
Customer Answer
Date: 04/12/2024
Complaint: 21518398

I am rejecting this response because: Frost Bank did open these accounts without my permission. I never agreed to open these accounts and I never once stated I opened the accounts also that is not my signature on their signature card and looks like it was forged by someone at the bank. Again nothing has been done from frost to mitigate my concerns and at this time frost has stolen money from me.

Regards,

*****************************
Business Response
Date: 04/19/2024

April 19, 2024

*****************************
**************************************************************************

Re: Your rejection to our response to your Better Business Bureau (BBB) Complaint ID ********

Dear ********************:

We received your follow up to our initial response and have included additional information regarding your concerns.

Our records indicate a Frost Personal Account ending in 3238 and Savings account ending in 4676 were opened online February 15, 2024. As a general practice, the Bank uses both documentary and non-documentary verification methods to form a reasonable belief that it knows the true identity of a customer. We have documentary verification that you opened the accounts. In addition, your prior complaints to the BBB confirm your visits to the Rockwall branch and use of the accounts.

We deny your claims that Frost opened the accounts without your permission. We are providing the following documents for your review: a copy of the signature card, utility bill and identification card that was provided when you visited the Rockwall branch on February 14, 2024 to complete the account opening.

Sincerely,

Frost Bank
Customer Answer
Date: 04/22/2024
Complaint: 21518398

I am rejecting this response because: Frost Bank provided a signature card. The signature on the card was never signed by me. Thats not my signature thats forgery. My complaints havent been addressed Frost Bank falsely accused consumers, they did not clear the extended victim alert on my consumer files before opening the accounts and I do not accept responsibility for accounts I did not open. Furthermore Frost Bank knowingly lied about opening the accounts frost bank locked the online banking from day 1 forward. I did not receive any debit cards and I did not make purchases. The last statements frost sent show service charges they keep billing which i did not agree to either, yet frost continues to bill. They billed several charges 2 and 3 times duplicating each charge. This has caused the account to be negative. Im not responsible for balances I did not conduct. Frost is causing financial harm and purposely opened these accounts thats not my signature on that signature card either, and I never signed one at the Rockwall branch either as they state.

Regards,

*****************************
Initial Complaint
Date:03/13/2024
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.
I opened my account's with Frost Bank in Feb 2024. During this time the new online account's department Fraud team, Put my application on hold and told me I needed to go into branch to VERIFY My identity due to an ID Theft Alert on File. I was told I had to bring in my Drivers license, Utility Bill. It took 5 Business day's for Frost to finally process these forms that I brought into their ********, ** Branch. A few days later on Saturday My account was RELOCKED After establishing online banking. I was told no one could help me, that this department is not in and it's due to suspected Identity theft. I advised I do not have identity theft and ALREADY Verified in person to their branch manager. The same day later someone unlocked the account, But clearly customer service is not helpful nor do they care. From a bank that strives themselves on customer service this has to be the worst customer service I have experienced. You can ask for a manager and they don't care either they basically tell you nothing they can do tell Monday. Second issue, I have a check that was from my Retirement plan, Brought it in branch and they told me they didn't care about my hardship it would be available on Tuesday 03/12/2024. On Monday Evening 03/11/2024 MY ACCOUNT WAS LOCKED YET AGAIN. I called in and again was told they are "Reviewing it" that It's because I made a mobile deposit today and accidentally forgot to Endorse it. I advised the check is written out to me its my IRS Refund, They told me they don't care no one is there to help me. Needless to say, My Money won't be available tuesday they lied about that. Secondly, Locked my account and I didn't receive ANY NOTICE OR WARNING. Third the manager told me I need to wait it could take 2 business days for their Analyst to review the check. I offered to bring it in, and endorse it in front of them as it was an honest mistake. They told me that won't speed it up and they will hold all my funds bills are due and they don't care.
Business Response
Date: 03/21/2024
March 21, 2024

*****************************
*****************************
********, ** 75087

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

Dear ********************:

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

In your complaint, you mentioned encountering difficulty with opening a Frost account. According to our records, you attempted to open an account online on February 13, 2024 however, your application was initially placed on hold due to an identity theft alert indicating you had previously been a victim of fraud. To safeguard against potentially fraudulent activity and to adhere to our established procedures, we requested that you visit a branch to present your identification and a copy of a utility bill. Subsequently,both your checking and savings accounts were successfully opened on February 15, 2024. However, our Fraud **************** temporarily froze your online banking access on February 16, 2024, due to suspicious activity. This action was prompted by the detection of online banking access occurring from four different IP addresses across different locations. After speaking with you, your online banking access was reinstated on February 17,2024.

Regarding your dispute claims, our records indicate that on February 23, 2024, Frost received two disputes. The first dispute involved three unauthorized debit card transactions totaling $1825.51, which occurred between February 22, 2024 through February 23, 2024. The second dispute involved an *** transaction for $84.99 that took place on February 23, 2024. In both disputes, you informed us that your wallet had been pickpocketed which held your debit card along with your PIN.

You were provided provisional credit of $84.99 for the *** dispute on March 8, 2024 for your use during our investigation. Research revealed that no error occurred. Some factors that led to our decision were as follows: the card was reported lost or stolen; however, there are undisputed transactions occurring after or in-between the reported unauthorized transactions; the disputed transactions were Pin-based/Chip-read; and our records indicate that you responded by email stating that certain other transactions were authorized during the same time frame as the unauthorized transactions. While you mention that the merchant is in ******** and not near your home, further research indicates that charges were incurred within the distance from your home to the merchant. We notified you by mail on March 8,2024, that no error was found with your first dispute. Another notification was sent by mail on March 12, 2024, regarding the second dispute, advising that no error was found and indicating that the provisional credit of $84.99 would be reversed on March 19, 2024.

In addition, you mentioned that you visited our ******** location on Saturday, March 9, 2024 to cash a check in the amount of $2,652.89 in order to pay bills coming due. The banker that assisted you explained that you did not have enough recourse to cash the check; however, you could deposit the check, and the funds would be available on Tuesday, March 12, 2024. You were not satisfied with the response and therefore the banker helping you engaged the financial center manager for assistance. Unfortunately, the manager reached the same conclusion due to the account being overdrawn and there not being enough recourse available. You were advised that Frost could accept the check for deposit and funds would be available the following business day. You agreed, and the deposit was made that day for the amount of $2,652.89.

With respect to your second complaint regarding the deposited US Treasury check, our records indicate a check made payable to ******************************* was mobile deposited on March 11, 2024 in the amount of $11,095.We froze your account and locked access to Frost online banking to verify the validity of the check. Although we attempted to contact the US Treasury for validation,we did not receive verification until the next day. Once verification was received, your account status was returned to normal.

We apologize for your experience. If we can help you with anything further, please call our **************** Team at **************.

Sincerely,

Frost Bank
Customer Answer
Date: 03/21/2024
Complaint: 21419194

I am rejecting this response because: First and foremost the bank did not attempt verification of the treasury check. The bank didnt attempt to verify until the following day which the bank then asked for my Tax return even though I stated the check said tax refund on it. The bank told me they froze my account because they couldnt place a reg cc hold. The bank is not upholding applicable laws to protect consumers and not upholding *************** standards. Legally the bank doesnt have a right to my tax return as Im not applying for a loan yet the bank stated because I didnt endorse the check they could hold freeze my account for 5-10 days if they wanted. This included my retirement check. The bank and branch manager neither of which helped me. Secondly, Frost bank has locked my account a total of 6 times since opening. This always occurs magically at 5pm and You can call The number the agents always say they cannot help you to wait until the next business day. Their customer service does not handle anything. The branch manager *** is beyond rude and falsely accused me. Secondly the bank told me that the check for the treasury the hold was 2 hours and thats a lie too banks have direct contact to the treasury I worked at a bank for over 9 years I know what the regulations are and what the standard is. Third and foremost Frost opened two new disputes that were previously filed without explaining. Frost then chose to close my account and relationship and the manager told me its because I cant safeguard my debit card. That is definitely a lie. My card has been stolen once while I was in the hospital, and once when an ATM locked the card in. Neither of which were in my control or my fault. Yet frost falsely accused me yet again saying I emailed them in authorizing the charges. I never authorized any charges to Winstar nor Choctaw. Yet Frost stated I did without any valid proof or documentation. I dont think its right to falsely accuse someone of not safeguarding their debit card especially when I presented it in branch today. Also Frost locked my account again number 7, they stated my ip was different 7 times and yet my IP never changed, and the frost analyst told me that they originally locked the account by mistake because it was put on a disable list by mistake. So A Banking error occurred. I never got written an apology either. Frost customer service is beyond horrible they never assist you, and the branch manager is no better. Frost didnt send me proof of authorization of the charges either and immediately declined the dispute the next business day. They are not following banking standards and I wasnt told my account was locked again either until this morning and they are still holding my funds in my checking account.

Regards,

*****************************
Business Response
Date: 03/29/2024

March 29, 2024

*****************************
*************************************************************

Re: Your rejection to our response to your Better Business Bureau (BBB) Complaint ID ******** & Complaint ID ********

Dear ********************:

We received your follow-up to our initial response and understand that you have further concerns regarding the two disputes received February 23, 2024.

The first dispute involved three unauthorized debit card transactions totaling $1,825.51, occurring between February 22, 2024, and February 23, 2024. The second dispute involved an ATM transaction for $84.99 that took place on February 23, 2024. In both disputes,you informed us that your wallet, which held your debit card along with your ***, had been pickpocketed. You reported your debit card missing on February 23,2024. However, our review of your account transactions shows undisputed transactions occurring prior to and after your disputed transactions. We have confirmed these undisputed transactions were conducted with the *** and/or card chip read, meaning the debit card was present during the transactions. As a result of these findings and for reasons we provided in our initial response, your dispute claim was denied as we found no error occurred.

In reference to your authorization received by email, a fraud alert was sent to your email, ***********************,on February 23, 2024, regarding Uber charges that occurred during the timeframe of the disputed transactions. You responded by email stating that the transactions were valid.

The US Treasury check in the amount of $11,095 payable to ******************************* processed via mobile deposit on March 11, 2024. As stated in our previous response, we froze your account and locked access to Frost online banking to verify the validity of the check as the check was not endorsed. Frost denies the claim that we requested your tax return. You offered this information to us as validation when you were informed about the deposit concerns.Once verification was received, we returned your account to a normal status and released the funds to you on March 12, 2024, the following day, in accordance with Frosts Funds Availability Policy.

Frost has assisted with multiple disputes and issued new debit cards when you advised us of unauthorized activity since your account opening on February 15, 2024. Reissuing a debit card with a new debit card number, expiration date, and CVV is a proven way to prevent debit card fraud.Although Frost has issued multiple replacement debit cards to help combat fraud on your behalf, you have reported continued fraud on several of the newly issued debit cards. Despite Frosts security measures, your claims of fraud indicate there is a concern with the protection of your card and/or card number while it is in your possession. Because we were unable to mitigate the fraud risk, we determined it was best to end our banking relationship, in accordance with Frosts Deposit Account Agreement, to protect you and Frost.

We have attempted to assist you with all of your concerns and apologize that you do not feel you received a satisfactory customer service experience.

Sincerely,

Frost Bank
Customer Answer
Date: 04/01/2024
Complaint: 21419194

I am rejecting this response because: My concerns were not addressed Frost states I obtained many debit cards. The debit card was only replaced 3 times. Lastly frost locked the account out 7 times. I couldnt possibly have viewed online banking because I was locked out. Secondly the disputes were all denied stating that I validated the charges and that I viewed online banking during the transactions again not possible as online banking was locked by Frost Bank. I do take every effort possible to secure my debit cards. The card was stolen once while I was in the hospital and the second time was while the atm locked the card in the machine both times I reported it promptly. I authorized Uber charges to the hospital and back, during this time frame which is what frost is trying to constitute as authorizing the charges to a place in ******** that *** never visited. This doesnt constitute my authorization. Frost immediately denies all charges for invalid reasons, first frost falsely accused me of accepting and validating the charges by email which I did not. Secondly frost stated I authorized the charges because I authorized a Uber charge. The Uber charge was to the hospital and back so yes I authorized that charge it has no relation to the other charges and I used Apple Pay for that which doesnt require the physical card. I dont believe Frost conducted a proper investigation and I do believe I secure my debit card and this has led to false allegations by frost bank. Especially after locking online banking 7 times.

Regards,

*****************************
Initial Complaint
Date:03/11/2024
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.
I have tried resolving my issues with Frost Bank but they refuse to assist and this is getting out of hand. In 02/2024 I opened a Checking and Savings Account with **********************. ********************** made it more than difficult to obtain the account by First forcing me to go into the branch with my identification and UTILITY Bill to open these account's online. I provided that information it took them 5 business days to open. Finally they opened it then they locked my account without reason, and they told me it would be monday to unlock they did it on "Accident" This was the start of the issues. The account was unlocked. My mom went into the Hospital, and I was visiting my mom, on the way to the parking lot my wallet was pick pocketed. In my wallet I had my debit card and my pin number, along with a few other cards. On 2/22/2024 A Purchase was made with this card at *********************** ** for $499.30, $85.30. I locked the card and then had to unlock the card to use the card for transportation for my mom. So on 02/23/2024 I used apple pay to make a purchase from ******** VIP Transportation for $200.20. On the same day The thief proceeded to use the card for a purchase at ***************************** ********. For $1240.91, and another withdrawal for $84.99 to this same merchant. I reported the card as being stolen, and advised the agent that my wallet was pick pocketed, that my card and pin were stolen and these transactions were not authorized. These transactions occurred in ********, and I live in Texas. These merchants are over 3-4 Hours away. I do not conduct business with these merchant's and I did not sign any receipts for merchants in another STATE. Frost Denied my claim for the $1825.51 Debit Purchases for the following reasons which do not validate their claim. Pin based transactions, Even though the pin was in the pickpocketed wallet. Transactions in between unauthorized, These were apple pay transactions and I used it for transportation for my mom. Again INCORRECT.
Business Response
Date: 03/21/2024
March 21, 2024

*****************************
*****************************
********, ** 75087

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

Dear ********************:

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

In your complaint, you mentioned encountering difficulty with opening a Frost account. According to our records, you attempted to open an account online on February 13, 2024 however, your application was initially placed on hold due to an identity theft alert indicating you had previously been a victim of fraud. To safeguard against potentially fraudulent activity and to adhere to our established procedures, we requested that you visit a branch to present your identification and a copy of a utility bill. Subsequently,both your checking and savings accounts were successfully opened on February 15, 2024. However, our Fraud **************** temporarily froze your online banking access on February 16, 2024, due to suspicious activity. This action was prompted by the detection of online banking access occurring from four different IP addresses across different locations. After speaking with you, your online banking access was reinstated on February 17,2024.

Regarding your dispute claims, our records indicate that on February 23, 2024, Frost received two disputes. The first dispute involved three unauthorized debit card transactions totaling $1825.51, which occurred between February 22, 2024 through February 23, 2024. The second dispute involved an *** transaction for $84.99 that took place on February 23, 2024. In both disputes, you informed us that your wallet had been pickpocketed which held your debit card along with your PIN.

You were provided provisional credit of $84.99 for the *** dispute on March 8, 2024 for your use during our investigation. Research revealed that no error occurred. Some factors that led to our decision were as follows: the card was reported lost or stolen; however, there are undisputed transactions occurring after or in-between the reported unauthorized transactions; the disputed transactions were Pin-based/Chip-read; and our records indicate that you responded by email stating that certain other transactions were authorized during the same time frame as the unauthorized transactions. While you mention that the merchant is in ******** and not near your home, further research indicates that charges were incurred within the distance from your home to the merchant. We notified you by mail on March 8,2024, that no error was found with your first dispute. Another notification was sent by mail on March 12, 2024, regarding the second dispute, advising that no error was found and indicating that the provisional credit of $84.99 would be reversed on March 19, 2024.

In addition, you mentioned that you visited our ******** location on Saturday, March 9, 2024 to cash a check in the amount of $2,652.89 in order to pay bills coming due. The banker that assisted you explained that you did not have enough recourse to cash the check; however, you could deposit the check, and the funds would be available on Tuesday, March 12, 2024. You were not satisfied with the response and therefore the banker helping you engaged the financial center manager for assistance. Unfortunately, the manager reached the same conclusion due to the account being overdrawn and there not being enough recourse available. You were advised that Frost could accept the check for deposit and funds would be available the following business day. You agreed, and the deposit was made that day for the amount of $2,652.89.

With respect to your second complaint regarding the deposited US Treasury check, our records indicate a check made payable to ******************************* was mobile deposited on March 11, 2024 in the amount of $11,095.We froze your account and locked access to Frost online banking to verify the validity of the check. Although we attempted to contact the US Treasury for validation,we did not receive verification until the next day. Once verification was received, your account status was returned to normal.

We apologize for your experience. If we can help you with anything further, please call our **************** Team at **************.

Sincerely,

Frost Bank
Customer Answer
Date: 03/21/2024
Complaint: 21410437

I am rejecting this response because: Frost Bank stated I sent an email saying I authorized these charges yet no proof of such has been provided I have chats and I never authorized these charges to ******* nor Choctaw. Both merchants over two hours away Ive never done business there and neither chat nor email have I stated such which I proved to Frost Bank yesterday to their ************************************* subsequently frost bank locked my account out again 7th time. The branch manager *** told me frost bank is closing my accounts because I cant safe guard my debit card. Wholistic thats a lie I have my debit card with me and its been safeguarded. The card was stolen once in the hospital and once it got locked in an ATM. Further more Frost stated I asked to dispute charges which I didnt ask I was inquiring why I was charged for a balance inquiry. Frost Bank proceeded to dispute those charges. Third Frost Bank each time has locked my account after 5pm the customer service line never helps they told me no one can help me after hours call back the next day. Im not sure why they post a number they cant assist you from. Lastly my overall experience with frost has been horrific, between the branch manager *** calling my phone and locking my account yesterday. To them stating they locked my account out at first because they couldnt verify the check this was a lie. The fraud manager told me she disabled my account by putting it on a disabled list BY MISTAKE. She called my cell phone from her cell phone on a Saturday. When they locked it out due to the irs check deposit they told me no analyst was assigned or working and that I would have to wait until the following day for a person to be assisted I was instructed by customer service to go in branch which I did and they couldnt help me either and the agent that called me told me the check was not endorsed that they already verified the funds but because they couldnt put the check on a reg cc hold they had to freeze my account. Which is also a lie. They also demanded my tax return and Im not applying for a loan. Lastly, Frost is still holding my funds in my checking account. The first issue they mentioned the merchant is near me yet ******** and Texas are almost 3 hours difference so that is false. Additionally, Frost Bank told me my retirement check would be available Tuesday and locked my account out on Tuesday so that was also a lie and told me they needed to verify that check also and I deposited that in branch and it was endorsed. All of this has been a bad experience and The banker was beyond rude at the ******** branch she did not help me and said she called the manager as well. The account was not negative because I deposited $5 cash on that day 03/09 Frost bank has lied throughout their response they do not follow banking regulations nor laws and they freeze your account every time after 5 pm so they cant assist you.

Regards,

*****************************
Business Response
Date: 03/29/2024

March 29, 2024

*****************************
*************************************************************

Re: Your rejection to our response to your Better Business Bureau (BBB) Complaint ID ******** & Complaint ID ********

Dear ********************:

We received your follow-up to our initial response and understand that you have further concerns regarding the two disputes received February 23, 2024.

The first dispute involved three unauthorized debit card transactions totaling $1,825.51, occurring between February 22, 2024, and February 23, 2024. The second dispute involved an ATM transaction for $84.99 that took place on February 23, 2024. In both disputes,you informed us that your wallet, which held your debit card along with your ***, had been pickpocketed. You reported your debit card missing on February 23,2024. However, our review of your account transactions shows undisputed transactions occurring prior to and after your disputed transactions. We have confirmed these undisputed transactions were conducted with the *** and/or card chip read, meaning the debit card was present during the transactions. As a result of these findings and for reasons we provided in our initial response, your dispute claim was denied as we found no error occurred.

In reference to your authorization received by email, a fraud alert was sent to your email, ***********************,on February 23, 2024, regarding Uber charges that occurred during the timeframe of the disputed transactions. You responded by email stating that the transactions were valid.

The US Treasury check in the amount of $11,095 payable to ******************************* processed via mobile deposit on March 11, 2024. As stated in our previous response, we froze your account and locked access to Frost online banking to verify the validity of the check as the check was not endorsed. Frost denies the claim that we requested your tax return. You offered this information to us as validation when you were informed about the deposit concerns.Once verification was received, we returned your account to a normal status and released the funds to you on March 12, 2024, the following day, in accordance with Frosts Funds Availability Policy.

Frost has assisted with multiple disputes and issued new debit cards when you advised us of unauthorized activity since your account opening on February 15, 2024. Reissuing a debit card with a new debit card number, expiration date, and CVV is a proven way to prevent debit card fraud.Although Frost has issued multiple replacement debit cards to help combat fraud on your behalf, you have reported continued fraud on several of the newly issued debit cards. Despite Frosts security measures, your claims of fraud indicate there is a concern with the protection of your card and/or card number while it is in your possession. Because we were unable to mitigate the fraud risk, we determined it was best to end our banking relationship, in accordance with Frosts Deposit Account Agreement, to protect you and Frost.

We have attempted to assist you with all of your concerns and apologize that you do not feel you received a satisfactory customer service experience.

Sincerely,

Frost Bank
Customer Answer
Date: 04/01/2024
Complaint: 21410437

I am rejecting this response because: Frost Bank states that I authorized Uber charges during the time frame of the unauthorized charges, Uber uses Apple Pay and doesnt require a physical card swipe. Additionally Uber took me to the hospital and back but that does not constitute my approval for charges in ********. Frost did demand my tax return or they told me they would leave my account locked for 7 business days while they validated the check stating they couldnt call the bureau of fiscal service because of the hold times which is a lie banks have direct contact. Frost just wanted to hold my account. Secondly ********************** states multiple debit cards have been issued and I physically have only picked up 3 debit cards Im not sure what they mean by multiple it definitely seems accusatory and then to blame me stating my card is not secure. Thats why they closed the account. The card is secure, I only had my wallet picked once and one time the card was stolen in the hospital third time was an atm locked it in and wouldnt return the card. All of which were reported promptly. I dont do business in ******** and I never authorized charges to a ******* or Choctaw. My identity was also stolen and Frost Bank didnt assist with that because frost bank is accusatory. Frost bank locks online banking 7 times and hasnt sent me a single statement. They always do it after 5 pm and then dont unlock the account until the following day even though it says to call the number customer service cant help. They pride themselves on top customer service and their customer service is remarkably rude. Lastly I have kept my account secure. ********************** has a zero liability policy and charges I did not conduct I am not responsible for. I do not believe Frost conducted a proper investigation. I also believe frost lied about me stating I cant keep my account secure when I actually can.

Regards,

*****************************
Initial Complaint
Date:03/05/2024
Type:Customer Service Issues
Status:
ResolvedMore 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 Bank had always treated me well, when anything went wrong, they would fix it. However, I had continuous issues with my debit card when it came to activating, using, or being damaged. I also unfortunately had a plethora of issues with other merchants or fraud. When I had went into a branch to have a dispute done for unrecognized charges on a joint account, the representative helping me was not polite and had been continuously shady. She then said she would not be disputing the charges I had mentioned due to the amount of debit card reissued and the amount of disputes that were conducted. A majority of the disputes were due to an error, like Amazon due complications on their side. And I will admit, I had overseen some charges that were authorized but not remembered. She then proceeded to tell me the branch manager would give me a call and I could explain my situation to him. I never received a call and two days later had my accounts closed.I have always appreciated the service Frost had given me, and will continue to, even when I was in the wrong they had given me a second chance to get back on my feet.However, the reasoning on why my accounts were closed hadnt sit right since the disputes were mostly merchant, and some fraud. Debit cards reissued because of fraud or technology errors, like mismatching expiration dates.Im seeking an answer from Frost if I am able to have this decision overturned or overseen and be able to open a new account into the future.
Business Response
Date: 03/14/2024
March 14, 2024

*************************
****************************
*********, ** 78028

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

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

In your complaint, you mentioned you had visited a Frost branch to report a dispute for unrecognized charges and the representative was not polite and did not report the dispute for you. Our review confirms all disputes you submitted to Frost were conducted over the phone with calls to *************************** Employees in our financial centers have validated you did not submit disputes while in a location, and report they only assisted you with requests for new debit cards and providing updates on disputes in progress. Because you visited multiple locations, we are unable to determine which employee you claim was not polite to you. We apologize if you felt you were not treated respectfully; however, all employees involved, including the manager who kept in contact with you, have shared they were focused on answering your questions and responding to your requests professionally.

We also noted you visited our Downtown *********** location on July 26, 2023 to obtain a new debit card and check the status of recent disputes you logged. The personal banker helping you engaged the financial center manager for assistance. When the manager noticed you had visited multiple financial centers across the city to obtain a new debit card multiple times, she became concerned.

Our records indicate Frost has assisted you with twelve disputes and issued a new debit card when fraud was present. Reissuing a debit card with a new debit card number, expiration date, and CVV is a proven way to prevent debit card fraud. Although Frost has issued multiple replacement debit cards to help combat fraud on your behalf, weve noticed you have reported continued fraud on each of the newly issued debit cards. Despite Frosts security measures, your claims of fraud indicate there is a concern with the protection of your card and/or card number while it is in your possession. Because we were unable to mitigate the fraud risk, we determined it was best to end our banking relationship to protect you and Frost. We mailed a follow up letter dated August 2, 2023, advising you of the decision to end the relationship. In your complaint you stated your account was closed after two days; however, our records indicate your account was closed on September 11, 2023, and check for the balance was sent to you via ***** delivery.

We apologize for your experience concerning fraud reported on your debit cards. There has been no derogatory information reported on any of your accounts, which will allow you to open an account with another financial institution. If we can help you with anything further, please call our **************** Team at **************.

Sincerely,

Frost Bank
Customer Answer
Date: 03/21/2024
Complaint: 21386143

I am rejecting this response because: I feel as the response was not conducted with all possible information and would like a re-investigation regarding this matter. In the letter, it states that your review finds that all disputes were submitted through phone, and while a majority of disputes were done through the phone to save the drive to the city, there has been a few done within a branch. While the location or method of how the disputes were handled isn't significant in my complaint, it gives a sign as the investigation wasn't done as thoroughly. In your review, you stated since I had to visit multiple locations, you were unable to locate the employee who was not polite to me. However, in my complaint, it was stated that the employee who I had communicated with at the downtown ***************** was not polite to me and how I had a prejudice feeling right off the bat, while I can understand how it might've been unclear, this was my under my intention to bring. At every location I had visited, I had been treated with respect and with extraordinary hospitality. However, when I had entered the downtown branch and had interacted with the employee helping me, it felt as, like I said, there was prejudice against me. Finally, in your records, you notate that Frost has assisted me with 12 disputes and had issued me a new debit card whenever fraud was present throughout the duration of our business relationship. It is unclear if these 12 disputes include the ones that were not due to fraud, but due to merchant conflict (ex. Amazon). You also notate further down that disputes were filed on newly issued debit cards, which *** or *** not include the merchant disputes, skimming, or other local fraudulent activities that *** have occurred without my knowledge. However, you do mention a discrepancy in my complaint where it says I had stated my account was closed within 2 days, however, what I had meant to say is that I was called around 2 days after notifying me Frost would be closing my accounts, contrary to the date Frost had closed out my accounts and I apologize for the confusion on my behalf.
With new information provided, I feel as the closure of my accounts and exit of relationship is punitive rather than for my security. I am hoping you guys are able to reinvestigate this matter, and hope we can come to positive mutual terms. Thank you for your time, and I hope your team is able to have a lovely day.

With Regards,

*************************
Business Response
Date: 03/29/2024

March 29, 2024

*************************
****************************
*********, ** 78028

Re: Your rejection to our response to your Better Business Bureau complaint, ID ********

Dear Mr. ******************** you for the additional clarity regarding your experience with one of our personal bankers. We have identified the employee who assisted you at our Downtown *********** location on July 26, 2023. Our banker indicates you requested to dispute an *** transaction that occurred on July 17, 2023, at ***** ********** for $403. As she was reviewing your July account transactions with you, you both noted several transactions for fast food restaurants,and you indicated you gave up fast food months before. Then you recalled lending your debit card to your cousin, who is a joint owner on the account with you, and indicated he made the fast-food purchases. The banker asked if your cousin could have made the *** withdrawals and recommended asking him about transaction before completing the dispute.

We have confirmed this banker did not complete the dispute during your visit. However, our records show the dispute was logged by a ****************** Service agent about an hour after your visit to our financial center. Please be assured we have discussed this matter with the banker. Our personal bankers are trained to log disputes when customers present the request, and the banker assisting you should have filed the dispute while you were in the financial center. We apologize for your experience.

Once disputes are submitted, the investigations are completed by our dispute team, who work independently from our customer service specialists in our financial centers and ****************** Service center to ensure a thorough and complete investigation is conducted for every dispute.

We also hope to come to a positive conclusion and appreciate you bringing concerns to our attention. As part of our complaint investigation,we reviewed the dispute teams findings and have concluded their investigation was conducted appropriately and thoroughly.

Research was conducted on the dispute filed on July 26, 2023, for the *** transaction. Our dispute team found that no error occurred as the card was not reported lost/stolen, the transaction was PIN based/Chip read and there were undisputed transactions made in between and/or after the disputed transaction. A correspondence letter was mailed to your address on August 9, 2023, advising of our findings.

As we indicated in our prior response, our decision to close your account was made to protect both you and Frost. While your disputes have been a combination of merchant disputes and unauthorized transactions, we remain concerned about recurring debit card fraud. Our attempts to mitigate fraud risks with our security measures did not prevent unauthorized charges from affecting you and indicated to us there is an issue with the protection of your debit card and/or debit card information while it is in your possession.Because we were unable to stop the repeated fraud, we chose to end our banking relationship, per Frosts Deposit Account Agreement. We recommend you scan any devices used when purchasing items with your debit card to remove any viruses or security threats. We also recommend storing your physical debit card and debit card information in a secure location only accessible to you to prevent others from accessing it without your knowledge.

Sincerely,

Frost Bank
Customer Answer
Date: 04/01/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your response and time.

Regards,

*************************
Initial Complaint
Date:01/22/2024
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 got a second job deposited my first paycheck+ signing bonus they locked my account and will not answer the phone or my emails. The agent told me to have my boss send in bank statements, he did but she still didnt respond.. I have had no access to my account or funds for over three weeks now, and the agent STILL hasnt answered. my paycheck hasnt returned Nor is there an issue on my bosss side according to him this is unacceptable
Business Response
Date: 02/01/2024
Thank you for sharing your concerns with us. We are in the process of completing our investigation and will provide a response soon.
Customer Answer
Date: 02/05/2024
Complaint: 21182001

I am rejecting this response because:
It has been over 30 days. My employer provided all that was requested, showed the money cleared their account and has been held by FROST over 30 days. I will begin to hire an attorney, doesnt seem right you have frozen my account over 30 days has to be a law prohibiting
Regards,

E Williform
Business Response
Date: 02/14/2024
February 14, ****

Enan Williform
**********************************************************************

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

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

Our records indicate a check in the amount of $4912.84 was deposited on January 8, **** to your account ending in 9323. The check was made payable to Enan Williform from ****** Lifting drawn on **** of America.

We have frozen your account and locked access to Frost online banking in order to verify the validity of the check. We contacted **** of America, who notified us that funds could not be paid out as they were unable to verify the check. You were referred to contact ****** *******, whom you stated was your new employer. Documentation was submitted from ****** Lifting; however, it was not sufficient and could not be verified.

Frost is unable to release the funds at this time. We apologize that we are unable to assist in this matter. Due to privacy concerns,we are unable to provide additional information and refer you to contact ****** Lifting or **** of America for further assistance.

Sincerely,

Frost Bank
Initial Complaint
Date:01/22/2024
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.
I ******** my bank account and was informed i had to pay it off by January 20th. I talked with many people who also confirmed that I had to pay it off by January 20th. I owed $175 and I paid it off on the 19th with a $216 transfer while in contact with the frost agent. I woke up on the 20th to see my account closed. I contacted frost again and was notified that my account was charged off, even though I paid the balance. Was told there was nothing I could do until Monday. Come Monday, I wake up in my transfer has been sent into another frost account. I called to speak with the charge off department and asked why my account with clothes even though I paid off my balance and was told that there was no way my account closed on the 20th because they dont work on weekends and it had to be the 19th of January. The official notices I have from frost Ill say the 20th. The overdraft department has stated the 20th. I was told there was nothing I could do, and that my account would be sent to collections, EVEN THOUGH I PAID MY BALANCE. I am livid. I pay my bills with this account and had a plan and spoke to multiple people to pay off this account. I am being held responsible for Frost banks error. I PAID MY BALANCE ON TIME ACCORDING TO THE MULTIPLE NOTICES **** GAVE ME. I HAVE PROOF OF THE TRANSFER BEING COMPLETE. MY ACCOUNT SHOULD HAVE NEVER BEEN CLOSED.
Business Response
Date: 02/01/2024

February 1, ****

***************************
5922 ************
******, ** 77346

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

Dear ******************:

We received your complaint via the Better Business Bureau (BBB) and have concluded our investigation. Our findings are outlined below.

Our records indicate your checking account ending in **** became overdrawn November 20, 2023. Notices were sent to you December 5, 2023 and December 20, 2023 advising of the balance -$249.83 and notifying you that if your account was not brought to a positive balance, it would be closed 60 days from the date your account became overdrawn. The account was closed and charged off January 19, **** in the amount of -$179.83 after being overdrawn consecutively 60 days.

In your complaint you claim you were advised multiple times by Frost that the account would be closed on January 20, ****. We have completed a review of the calls and chat conversations held with Frost **************** Representatives and found no indication that you were provided the incorrect date. Our records confirm that you were correctly advised that the account would be closed January 19, ****.

The deposit of $216.15 attempted to post to the account ending in **** the night of January 19, ****; however, was unable to post due to the account closure. ********************** credited $216.15 to your account ending in **** on January 22, ****.

We have confirmed and verified the amount of the outstanding debt. It is Frosts policy not to report charged-off accounts to the three major credit reporting agencies.We are providing a copy of the notices that were mailed to your address indicating the timeframe for account closure.

If you would like to discuss payment arrangements on your account, please contact our ******************* at
************** or **************.

Sincerely,

Frost Bank
Initial Complaint
Date:12/26/2023
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.
I called into Frost Bank **************** and a rep fraudulently stated that I requested to freeze my bank account on Dec 21st. ********************** reps accused me of fraudulent activity on my account as well. ********************** closed out my ATM card on Dec 26th because I forgot my pin. But when attempting to call and reset the pin they did not have an automated service to update my info. The reps have performed illegal transactions without my approval in the name of what they consider as fraud and has caused me financial hardship. I would like frost to be fined and the reps that handled my account to be held liable for the inconvenience they have caused me and my family.
Business Response
Date: 01/05/2024
January 5, 2024

*******************************
**************************************************************************
**********, ** 76119

Re: Your Complaint to the Better Business Bureau (BBB) Number 21055104

Dear ******************:

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

We have reviewed your call that took place on December 21,2023, during which you were requesting assistance with logging into Frost online banking. We have determined that the **************** Specialist erroneously locked your online banking. Due to this error, you were later advised in a subsequent call to visit a branch in order to unlock online banking.

Regarding your debit card, our records show that the card ending in **** was declined on December 19, 2023 and December 25, 2023 for incorrect pin entered. As a security measure, when a pin is entered incorrectly four times the card is closed to prevent fraud from occurring as this may be a sign that a fraudster is attempting to gain access to your account. The card was closed on December 25, 2023 as a precaution due to the failed pin attempts.

On December 26, 2023, you contacted Frost in order to reinstate your debit card but due to the fact you were not calling from the number on file we referred you to visit a branch for further assistance.

We apologize for your experience and thank you for sharing your concerns with us. Please be assured our management team has addressed your concerns with the employee involved.

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

Sincerely,

Frost Bank

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Frost Bank is NOT a BBB Accredited Business.