ComplaintsforTexas First Bank
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/31/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I opened an XWorldWallet Debit Card at Texas First Bank in June. I funded it via my ********** credit card and I attempted to use it today. Upon doing so I found my card was declined. I contacted the bank by chat and phone and was told my account was in good standing and not to worry and to try again later. Not 5 minutes later I got an email from their support team stating they had shuttered my account without explanation. Just an apology. Requests for more details have been ignored.They indicated this was the result of my recent account activity, but refused to tell me what activity was problematic. My only recent account activity was to call them for help with my account. I would be happy to stop doing whatever they didn't like if they would tell me what it was - but they refuse to make any comments or help me rectify the situation. To make matters worse, they have zeroed out my balance but not refunded my 500 to me, or the $7.50 fee they charged to load my account. I would expect them to refund both my account balance and associated fees for loading my account if they plan to shutter it. That should be about ******. I hope you can help me get to the bottom of this. That being said I would prefer communication with a leader about how to get my account restored.Business response
09/19/2024
Dear **** ***********,
Thank you for bringing your concerns to our attention. We take all customer feedback seriously and strive to provide clear and effective communication to resolve any issues promptly.
As you have already noted, the refund of your account balance, including the $500 initial deposit and the $7.50 loading fee, has been processed and returned to your original payment method.
If you have any additional questions or would like further assistance, please don't hesitate to reach out to our support team. We are here to help resolve any remaining concerns.
Thank you.
Customer response
09/22/2024
Complaint: 22066539
I am rejecting this response because I have not received said funds, and have yet to receive a clear explanation as to the reason for my account being terminated.
Sincerely,
**** ***********Business response
10/02/2024
Mr. ***********, we apologize for any continued troubles youre experiencing; however, we have confirmed via trace number that the funds were refunded and received at your financial institution. The customer support team has emailed you the trace number twice along with a copy of your final statement. Please refer to your email and contact your financial institution for any additional information you may need. Thank you.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.