ComplaintsforFrost Bank

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  More than a week ago I deposited cash into the *** as I do every week and the *** glitched out on me and didnt deposit my cash into my account or didnt return my money. So I called customer service and handled everything Right away and sent an email of the receipt it gave me and I called today more than 7 days later and they tell me that they havent even started the dispute yet that who ever it was assigned to has no update yet hasnt started anything with it and told me I have to have to wait up 45 days. This is ridiculous I need that money now, especially in these times with this economy I cant afford for them to hold my money for 45 days. I have rent and car payments and bills! This is unacceptable!!!

  Business response

  10/23/2024

  October 23, 2024
  
  
  ***** ****
  710 Texas Ave
  *********************
  
  Re: Your Complaint to the Better Business Bureau (BBB) Complaint ID ********
  
  Dear Mr. *****
  
  We received your complaint via the BBB and have concluded our investigation. Our findings are outlined below.
  
  According to our records, you contacted Frost on October 6, 2024, regarding an *** malfunction during your attempted deposit of $800. Frost assisted by logging a dispute for the missing deposit, and an investigation was initiated on the same day.
  
  Provisional credit was provided October 16, 2024, in the amount of $800 to your account ending in 0630. This allows you full access to the funds while we complete our investigation. A notice confirming the provisional credit was mailed to your address on file,and once the final decision on your dispute is made, we will send a follow-up letter with the outcome.
  
  We understand the *** malfunction was an inconvenience to you and we apologize for not meeting your expectations. If we can help you with anything further, please call our **************** team at **************.
  
  Sincerely,
  
  Frost Bank

• Initial Complaint

  10/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 13 Sep 24 I attempted to pay Line-X for a spray in bed liner. The vendor attempted to charge my Frost debit card three time with each charge being ****** (3 separate charges totaling ********) On the vendor's machine it showed the charges did not go through and were declined. I paid the total *** of ****** with my ***** debit card. On 15 Sep 24 I noticed that my Frost card has 3 charges, each totaling ******. These were the Frost charges that showed declined at the vendor. 16 Sep 24 I went to the vendor to inquire about the Frost charges and was told that they were declined on the vendor's (Line-X) machine and that he would contact his payment processor (Shop Monkey) for resolution. After leaving the vendor I went to a Frost bank and talked with a bank *** who opened up an eft dispute. 23 Sep 24 I again went to a Frost bank for an update and they relayed it was still open an could take 45 days to resolve and if the dispute **** needed further info they would let me know. 25 Sep 24 Received call from Line-X payment processor concerning erroneous Frost charges, we discussed them and decided to call Frost together on 26 Sep 24. On 26 Sep 24 had a conference call with Frost customer service and Shop ***************** ******). ****** relayed that Line-X/Shop Monkey had not received any of the funds from Fost and he asked for the transfer numbers to research on his end and contact Frost. 30 Sep 24: I texted ***** ****** at Shop Monkey to see if he had learned anything concerning the Frost debits, he ***lied: the processor received the dispute retrivel request and were provided with evidence that the transactions failed Frost confirmed that no funds were sent to the merchant. They should be making those funds available to you. I inquired with Frost both 3 and 7 Oct 24, both times they stated they had not had contact with Shop Monkey. On 7 oct 24 Frost *** stated it could take 3-4 months to resolve.

  Business response

  10/11/2024

  October 11, 2024
  
  
  Malone Smith
  2740 Los Gatos Ln
  Fort Worth, TX 76131
  
  
  Re: Your Complaint to the Better Business Bureau (BBB) Number 22392426
  
  Dear Mr. Smith:
  
  We received your complaint via the BBB and have concluded our investigation. Our findings are outlined below. 
  
  Our records show that a merchant dispute was filed with Frost on September 16, 2024, for three transactions totaling $1,782.87, debited by Line-X of Fort Worth on September 13, 2024. As mentioned in your complaint, multiple attempts to process payment using your Frost debit card were unsuccessful, leading you to use a different card to complete the purchase.
  
  On September 18, 2024, we sent a letter to the address on file, requesting proof that the transaction was completed using an alternative payment method. As we did not receive a response, a follow-up letter was sent on October 2, 2024. On October 3, 2024, we received your email containing the requested proof of payment.  That supporting documentation was required in order for Frost to submit your dispute to Visa, which was submitted on October 9, 2024.
  
  The dispute is currently under review, and it may take up to 120 days for a final resolution. We will keep you updated by mail once the investigation is complete.
  
  Thank you for your patience and understanding. If we can help you with anything further, please call our Customer Service team at (800) 513-7678.
  
  Sincerely, 
  
  Frost Bank 

  Customer response

  10/11/2024

  Complaint: 22392426
  
  I am rejecting this response because as of today the issue has not been resolved. Frost stated "On September 18, 2024, we sent a letter to the address on file, requesting proof that the transaction was completed using an alternative payment method. As we did not receive a response, a follow-up letter was sent on October 2, 2024." I did receive the first letter to which I responded by submitting the, same day, the paid Chase receipt in the return envelop that Frost provided. I have never received the "second" letter that Frost referenced. It was on 3 Oct 24 while doing a follow-up inquiry that I received the eft dispute departments email and immediately sent in the Chase paid receipt electronically.

  As far as Frost submitting the dispute to visa, the first I had heard of this process was 10 Oct 24 during a call I received from Frost Customer Service, in all my previous contacts with Frost the process was only described as Frost contacting the vendor for investigation and resolution. I have been told by the vendors payment processor that they have in fact discussed this with Frost and provided data to show that the funds were never sent to the vendor. At the end of the day the 120 day "possible" resolution timeline seems a bit much, in today's electronic world one would assume that a large entity like Frost would be able to immediately pull all related data and thus ensure speedy resolution.

   Regards,

  Malone Smith

  Business response

  10/16/2024

  October 16, 2024
  
  
  Malone Smith
  2740 Los Gatos Ln
  Fort Worth, TX 76131
  
  
  Re: Your rejection to our response to your Better Business Bureau (BBB) Complaint # 22392426
  
  Dear Mr. Smith:
  
  We received your follow up to our response and have included additional information regarding your concerns. 
  
  On September 18, 2024, we sent a letter to the address on file requesting proof that the transaction was completed using an alternative payment method. Unfortunately, we did not receive a response to that letter. As a result, a follow-up letter was sent on October 2, 2024.
  
  We received documentation from you on October 3, 2024, via email. Once the necessary documentation was received, we escalated your dispute to Visa for review. For your reference, we have attached copies of the letters sent to you on September 18 and October 2, 2024.
  
  We want to clarify that once a dispute is submitted to Visa, they handle all communication with the merchant. Frost does not directly communicate with the vendor or their payment processor at this stage. Any communication that may have occurred with the vendor’s payment processor was not handled by Frost.
  
  We understand that the potential 120-day resolution period may seem lengthy. However, Frost does not control this timeframe. It is determined by Visa’s review process, which ensures that both the cardholder and the merchant have sufficient time to provide all relevant information. While we cannot comment on Visa’s specific policies or procedures, this period allows for a thorough and fair review. That said, disputes are sometimes resolved before the 120-day window concludes, depending on the complexity of the case and the promptness of information provided by both parties.
  
  We appreciate your patience as this process continues, and we are closely monitoring the progress. We will provide you with updates as soon as new information becomes available.
  
  Sincerely, 
  
  Frost Bank 

  Customer response

  10/16/2024

  Complaint: 22392426
  
  I am rejecting this response because to date the issue has not been resolved.

  Frost stated: "As a result, a follow-up letter was sent on October 2, 2024." The letter was finally received on 15 Oct 24 but was moot as I had already sent the request receipt electronically on 3 Oct 24.
  

  Frost states that this process is now out of their control and instead is in Visa's. It seems strange that the money was in a Frost account but they own no part of the investigative process; that all resides with Visa. And yes 120 days to resolve the issue is a bit extreme in today's electronic world when data can be pulled up with just a key stroke, especially when proof has been provided that payment was made with a chase card after the frost card has three transaction failures resulting in three erroneous withdrawals.

  
  Regards,
  
  Malone Smith

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I deposited $500 into my checking account on 09/23/2024 at 9pm CST. I checked my account right after and it showed my cash deposit was in my account. The next day my deposit was deleted and I contacted the bank and they dont see a deposit on there end as well. Since the deposit was gone it out me past my 60 days of being negative in my account which caused it to close. I have had two different **** from frost call me and try to get me to talk to charge off and when I did that they said they cant find me in there system. One of the **** lied to me about my 60th day they told me Monday at 9pm was going to be my 60th day but today they told me that agent was wrong and that my 60th day was Sunday. I was lied to and my money is now missing and my account is closed now. None of this is fair business.

  Business response

  10/02/2024

  October 2, 2024
  
  
  Natalia Becerra
  1703 Evans Rd
  Apt 3307
  San Antonio, TX 78258
  
  Re: Your Complaint to the Better Business Bureau (BBB) Number 22331566
  
  Dear Ms. Becerra:
  
  We received your complaint submitted via the BBB and have completed our investigation. Below are our findings:

  According to our records, your account entered overdraft on July 24, 2024. In accordance with joint agency overdraft guidance, personal accounts that remain overdrawn for 60 consecutive days are automatically charged off on the 61st day. In your case, the 60th day fell on Sunday, September 22, 2024.

  On that day, you contacted one of our agents to inquire about the potential closure of your account. After reviewing your account, the agent accurately informed you that September 23, 2024, would mark the 60th consecutive day of overdraft and that to avoid a charge-off, a deposit covering the full amount would need to be made by 9:00 PM CST on September 23, 2024.

  Upon further review, we confirmed that you made an ATM deposit of $500 on September 23, 2024, at 9:00:22 PM, just 22 seconds past the 9:00 PM deadline. Please note that deposits made after the cutoff time are processed on the following business day. Despite this, we are pleased to inform you that as of today, your account remains open with a positive balance, and no charge-off has taken place.

  We understand there may have been some confusion regarding the exact timing of your deposit and the system's processing of the charge-off. However, our review shows that the information provided by our team was accurate and in accordance with our established procedures.

  We appreciate your prompt resolution of the overdraft and your continued business with us. If we can help you with anything further, please call our Customer Service team at (800) 513-7678.

  Sincerely,
  Frost Bank

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I opened a checking and savings account with this bank, but it looks like this is a fraudulent bank too . They issue me 2 banks agreed and a blue then they blowed the cards preventing me from accessing my funds in the accounts. In addition I opens 2 certificates of deposits with this bank one for $3000 and one for $5000. But when I went to the bank and asked about my CD they told me at 2 banks that I only have one CD which I find very perplexing . I am not mad, I know that I open a small CD of $3000 and later opened another for $5000 at the ******************. The lady took the money from me th. Deposited to my account the. Withdrew and pitched a corticosteroid of deposit check. They need to find out where is that other CD . I know that many of those bankers engage. In unscrupulous acts frequently and they get away with it . This is the second Texas bank this bank and IBC international bank of commerce that has stolen my money. They need to locate my money and I will have to withdraw all my money and close this accuse this bank engages in theft. I have also writing to the federal banking system in order for them to investigate this bank as soon as possible. They are taking about other banks like ***** Fargo , but they are no different. They steal our manor from our account and use it to give free stuff to the community in order to entice new customers

  Business response

  09/26/2024

  September 26, 2024

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

  Re: Your Complaint to the Better Business Bureau (BBB) Number 22296221

  Dear Mr. *************** received your complaint via the BBB and have concluded our investigation. Our findings are 
  outlined below.
  
  Our **************** Manager, ****** *****, recently tried to contact you, but was unable to reach 
  you. Please call Ms. ***** at ************** to discuss this matter further.
  
  Frosts records show three accounts in your name: A personal checking account, a personal savings 
  account, and one Certificate of Deposit (**) in the amount of $5,218.64.
  
  We are unable to locate a second ** in your name. However, your checking account statement shows a 
  cash deposit of $3,000 made on June 12, 2024, at our ********** location in ******. If your 
  intention was to use these funds to open a **, we apologize for misunderstanding your request. As 
  the attached statement shows, these funds were credited to your checking account and made available 
  for your use. If you wish to use the funds to purchase a **, Ms. ***** and her team will happily 
  help you establish a new **.

  However, if these funds are not the funds in question, please provide Ms. ***** the ** account 
  number or a copy of the certificate and the date the ** was opened to assist us with our research 
  efforts. We look forward to hearing from you again.

  Sincerely,

  Frost Bank
  

  
  

• Initial Complaint

  09/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Wednesday September 11th, 2024 at appx 4:30 pm my best friend and I entered this frost bank location and was immediately taken back by the judgmental looks and withdrawn nature of the employees at this location. We were met by ****** ***** and her two ********** **** and ****** whom both did not greet nor acknowledge our existence in the facility. We were trying to open a checking account and was given subpar excuses as to why that was not going to be able to happen. Upon our exit of the facility I made known how racially profiled my friend and I felt upon entering the bank and let the employees know how we were not greeted and how belittled their actions made us feel. ****** was rude as I exited and even tried to make the door close and hit me on my way out of the facility. I want the world to know and understand this treatment is never ok and I want this to be handled as soon as possible.

  Customer response

  09/12/2024

  I want all disrespectful parties to be removed from working at the facility if treated customers humanely seems to be an issue. Also I would like an apology from the branch manager. Also being the employee honestly tried to assault me with the door I may be seeking some sort of compensation for the the mistreatment and disrespect. 

  Business response

  09/19/2024

  September 19, 2024
  
  Kehlani ******

  ***********************************
  
  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 visited our ********************************* on September 11, 2024, with a guest. Because of staffing challenges, they referred you to the ************************, and they called the ******* team to let them know you were on your way. When you arrived, because they were expecting you, the three ******* bankers greeted you when you approached the concierge desk. There were no other customers in the lobby at that time.

  One of our bankers invited you both to a closing room and began assisting you. The ****** with you explained she attempted to open an account online. The banker researched that request to understand the outcome and discussed the result directly with her. When you asked if you could open the account, the banker attempted to begin the new account process with you. Before the banker was able to submit the new account request to determine whether new account qualifications were met, you both stood, expressed dissatisfaction with your experience, and left the financial center.

  The banker reports both of you became upset about the result and how the initial new account decision was made. Please be assured our new account systems, both online and in financial centers, use information from sources such as ChexSystems to understand prior banking and credit account history. The new account system processes data received and systematically renders a decision based on pre-determined new account qualifications set by Frost. The resulting decision on whether a customer qualifies for a ********************** account is displayed in the new account system online and to ******al bankers in financial centers. New account qualifying decisions are not made by individuals in financial centers.

  To address your concerns regarding the door of the financial center, we reviewed security footage. We also confirmed the financial center doors are automatic. Security video shows when the first of you approached the door and pressed the bar, the automatic function engaged, and the door began to open. The door stayed open briefly, and as it began to close, the second ****** walked through. The video shows there were no employees near the door at the time of your exit. Frosts facilities department validated that employees do not have access to door controls. However, the facilities team is now aware of the concerns and will make any needed adjustments.
  
  Thank you for bringing your concerns to our attention. We regret your first Frost experience did not meet your expectations. If we can help you with anything further, please call our **************** Team at **************.
  
  Sincerely,
  Frost Bank
  

  
  

• Initial Complaint

  09/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  August 4th Im 74 years old and have little to no idea about technology. Someone was using my card on a cash app and was taking money from my account. The name in the cash isnt my name but frost is still refusing to help me with any dispute or resolution. Ive been to the branch and they tell me its my problem its my account. So now 1700$ is what my account is negative.

  Business response

  09/17/2024

  September 17, 2024
  
  
  ******* *******
  ***********************
  Apt 4
  ***********************
  
  
  Re: Your Complaint to the Better Business Bureau (BBB) Number 22259790
  
  Dear Ms. ****************** received your complaint via the BBB and have concluded our investigation. Our findings are outlined below. 
  
  Our records indicate that you contacted Frost on August 12, 2024, to dispute transactions totaling $958, which occurred between July 10, 2024, and August 12, 2024, and that you indicated were unauthorized. A provisional credit for this amount was applied to your account on August 13, 2024.
  
  After a thorough review, we found no error in the disputed transactions. This conclusion was based on several factors, including the fact that your debit card was not reported lost or stolen, there were other undisputed transactions with the same merchant, and the device ID used for prior, authorized transactions matched the device ID used for the disputed transactions. A notice was sent to your address on file, informing you of the investigation outcome and advising that the provisional credit would be reversed on August 20, 2024.
  
  On September 6, 2024, you reached out to Frost again to file an additional dispute regarding similar transactions totaling $1,220, which occurred between August 13, 2024, and September 5, 2024. Provisional credit for this amount was applied to your account on September 9, 2024.
  
  Please note that this dispute is currently under investigation, which may take up to 90 days to resolve. We will keep you informed of any updates via mail as we proceed with the investigation.
  
  If we can help you with anything further, please call our **************** team at **************.
  
  Sincerely,
  
  Frost Bank
  
  

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a pair of sneakers. The tongue came sewn in backwards. I reached out to the company trying to get an another pair or a refund but no return call or text. Reached out to Frost to open a dispute after a long wait they decided to go with the company but gave me no reasoning.

  Business response

  09/17/2024

  September 17, 2024
  
  
  
  ****** ****
  ******************************************
  Apt 374
  ****************
  
  
  Re: Your Complaint to the Better Business Bureau (BBB) Number 22257708
  
  Dear Mr. *************** received your complaint via the BBB and have concluded our investigation. Our findings are outlined below.
  
  Our records show that you contacted Frost on May 21, 2024, to file a dispute regarding a transaction in the amount of $47.17. You informed us that the merchandise you received did not match the description provided by the merchant. On July 8, 2024, an email was sent to you requesting additional information to assist in the resolution of your dispute.
  
  Although you promptly responded with the required details, an internal error caused the dispute to be closed. Consequently, a notice was sent on August 16, 2024, incorrectly stating that no error was found due to a lack of response.
  
  On September 10, 2024, following receipt of your complaint, we conducted a further review of your dispute. We found that your email with the requested information was indeed received on July 8, 2024. Upon recognizing this oversight, we issued a credit of $47.17 to your account ending in 1240.
  
  We sincerely apologize for any inconvenience this matter may have caused and appreciate your understanding as we worked to resolve this issue. If we can help you with anything further, please call our **************** team at **************.
  
  Sincerely,
  
  Frost Bank

• Initial Complaint

  09/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had my account close by this bank long time ago and im requesting a copy of my last bank statement that contains my account number so I could find out if this bank charge me any overdraft fees or not. The bank forced me to pay an overdraft balance in full which I did and didnt remove the negative item off my ChexSystems report . Please send me a recent copy of my bank statement that contains my full account number thanks

  Business response

  09/11/2024

  September 11, 2024
  
  Jermmie *****
  **************************************

  Re: Your Complaint to the Better Business Bureau (BBB) Number 22225798

  Dear Mr. *************** are writing in response to your complaint filed to the BBB concerning your former checking 
  account with **********************. After conducting an investigation, we concluded the following:
  
  Our records indicate your checking account with ********************** was charged off on June 25, 2021, with 
  an outstanding balance of $404.83. Your complaint references overdraft fees being charged; however, 
  below is a detailed explanation of the non-sufficient (NSF) fees charged to your account before 
  being charged off:

    June 17, 2021: A $5 return item fee for a returned item totaling $329.83.
    June 23, 2021: $70 in NSF fees for two returned payments.
  
  Following the charge off, the following credits were applied to the account:
  
    July 2, 2021: $25.32 from an **** credit.
    September 3, 2021: $10 from a direct deposit credit.
    October 26, 2021: $198.49 credit due to completion of EFT dispute.
    January 18, 2022: $171.02 payment made via cashiers check.

  As recorded in our systems, the charge off account was paid in full and closed as of January 18, 
  2022. A confirmation letter was sent to the above address January 20, 2022, verifying that the 
  charge off balance was settled. Additionally, the account was reported to all relevant credit 
  bureaus, including ChexSystems, as paid.
  
  On September 9, 2024, you were contacted by our ******************* in relation to your customer 
  complaint. You requested a copy of your bank statements which we promptly mailed the same day and 
  are also attaching to our response for your review.

  Sincerely,

  Frost Bank
  

  
  

• Initial Complaint

  08/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  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

  08/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

*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. ↩