ComplaintsforFrost Bank

• Initial Complaint

  12/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have an account with ********************** and I felt like the agent was not helpful and didn't bother to help me with my account...I felt like either he was withholding information or didn't bother...im on a fix income, like many others

  Business response

  12/28/2023

  December 28, 2023
  
  
  *********************************
  18860 FM **** Lot 1
  ***********, ** 78221
  
  Re: Your Complaint to the Better Business Bureau (BBB) Number 21015708
  
  
  Dear ********************:
  
  We received your complaint via the BBB and have concluded our investigation. Our findings are outlined below.
  
  We have reviewed your chat with Frosts **************** Specialist on December 15, 2023, during which you were requesting information regarding a closed debit card.  Thank you for sharing your concerns with us. We apologize for your experience. Please be assured our management team has addressed your concerns with the employee involved so we can ensure all employees are striving to offer the world-class service you expect from Frost.
  
  Our records indicate your debit card ending in **** was closed due to being tied to your closed account ending in ****. The account was closed on November 6, 2023. in accordance with Frosts Deposit Account Agreement, due to being overdrawn over 60 days.
  
  You can review Frosts Deposit Account Agreement at Frostbank.com. At the bottom of the home page, click Agreements &Disclosures, then select Deposit Account Agreement. If we can help you with anything further, please call our **************** team at **************.
  
  Sincerely,
  
  Frost Bank

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I lost my phone and someone got ahold of my account Im guessing mobile deposit of some sort. I try to use the account but its closed. I call and they give me details regarding what happen. They issue out a claim for the money. They said the claim cant be supported because I didnt report my phone stolen. They told me that if the account was reopened.i wouldnt get any penalties but i did ******. I just want my money back I work everyday.

  Business response

  11/22/2023

  November 22, 2023

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

  
  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 indicate a check drawn on ********** ****** in the amount of $9,482.79 was deposited 
  into your account ending in **** via mobile deposit on Friday, August 26, 2022. The next day, after 
  the deposit was made available to you in accordance with our Funds Availability policy, our staff 
  reports you visited our ****************** location requesting a cash withdrawal in the amount of 
  $10,500.00. When the teller reviewed the deposited item, she escalated the request to our Fraud 
  Department after noting some concerns with the information on the check.
  
  On Monday, August 29, 2022, one of our financial center managers attempted to contact you to 
  discuss the deposit but was unable to reach you and mailed a letter asking you to contact her. 
  ********** ****** returned the check unpaid with a Refer to Maker designation on August 31, 2022, 
  and the deposit was reversed out of your account causing an overdraft of -$931.43, and the account 
  was subsequently charged off on September 1, 2022. Attached is a copy of your account statements.
  
  On June 27, 2022, prior to the charge off, you submitted a merchant dispute in the amount of $87.64 
  dated April 28, 2022. We received a final credit from the merchant Fashionnova for this amount, 
  which we deposited to account ending in **** on September 15, 2022. Since that account had 
  previously been charged off and closed, we re-opened the account in order to process the credit. 
  Transaction activity resumed, as you continued to use the account.
  
  On October 17 and 19, 2022, you submitted disputes for unauthorized transactions totaling $2955 for 
  the following:
  To:               Date:             Amount:
  Dijuan Seals         July 25, 2022         $400
  ********;              Aug 1, 2022          $30
  Dijuan Seals         Aug 25, 2022         $200
  X                Aug 30, 2022         $2,000
  Boone             July 26, 2022         $325
  
  Frost's ******************** recovered the two transactions for ***********************, totaling $600 and 
  credited to your
  account **** on November 22, 2022. We do not find an error occurred with the remaining 
  transactions. Our investigation concluded transactions were completed using the same secure login 
  that matched the device you originally registered in Frost Online Banking. Notice was sent October 
  31, 2022 advising you of our findings.
  
  On December 8, 2022, Frosts recovery team noticed your account had a balance exceeding the amount 
  previously charged off and still owed to Frost. We posted a debit of $931.43 to clear your 
  charge-off balance, in accordance with the Right of Setoff provisions in Frosts Deposit Account 
  Agreement and notified you of this action by letter.
  
  In response to your complaint, ********************* called you to discuss your concerns on November 17, 
  2023. She explained the research conducted and the reason for account charge off. You advised Ms. 
  ***** that a police report had been filed, yet this has not been provided to Frost. Based on our 
  concern for unusual activity and your inability to safeguard your account we request that you 
  please close your accounts by December 17, 2023. If the accounts are not closed by this date, a 
  cashiers check will be mailed to the address on file. If the accounts are overdrawn at the time of 
  closing, the information will be forwarded to the appropriate agency for collection. If there are 
  any remaining open disputes Frosts dispute team will provide updates to you by mail once we have 
  finalized our investigation.
  
  If we can help you with anything further, please call our **************** Team at **************.

  
  Sincerely,

  *********************
  Senior Vice President
  

  
  

  Customer response

  11/27/2023

  Complaint: 20856939
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************************

  Customer response

  11/28/2023

  Complaint: 20856939
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************************

   

  still doesnt explain why they took 931$

  thats something that wouldnt get through any other bank. Again they got no response because the phone was stolen.  Another reason why banker didnt get a response. 
  also frost is bringing up irrelevant situations regarding why they took my money. Also I included the police report

  Business response

  12/08/2023

  December 8, 2023

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

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

  
  Dear ************************:
  We received your follow up to our initial response requesting more information regarding Frosts 
  debit of $931.43 on December 8, 2022. As we explained in the prior letter, your account was closed 
  with a negative balance of -$931.43 and was charged off with a balance owed to Frost on September 
  1, 2022. The balance remained unpaid until December 2022 when our Recovery team discovered your 
  account was opened with a positive balance. Because there had been no payments toward the debt you 
  owed Frost, we exercised our Right of Setoff under the Texas Finance Code and our Frost Deposit 
  Account Agreement and debited $931.43 to apply toward your balance owed. Below is the Right of Setoff section from the Deposit 
  Account Agreement, which outlines Frosts authority to recover amounts owed.
  
  Subject to applicable law, we may exercise our right of setoff that we are *********** exercise 
  under common law, under this Agreement and under statute (see Texas Finance Code Section 34.307), 
  or security interest to recover amounts you owe us from any and all Accounts you maintain with us 
  or with our affiliates before we pay checks or other items drawn on the Account(s), without notice 
  to you, except that this provision does not apply to any ***************** Plan, certain Trust Accounts 
  (but excluding ****** Trust Accounts), or ************** Accounts. We are not liable to you if 
  these actions cause your Account to be overdrawn and checks or other items are dishonored because 
  of insufficient funds. As permitted by applicable law, we may exercise our right of setoff for any 
  liability or debt of any of you, whether the Account is owned jointly or individually; whether the 
  liability or debt is direct or contingent and whether now or hereafter existing; and whether the 
  liability or debt arises from Overdrafts, endorsements, guarantees, loans, attachments, 
  garnishments, levies, attorneys fees, or other obligations.
  However, under Article XVI, Section 50(a)(6)(H) of the Texas Constitution, we may not setoff 
  against any of your Accounts for a liability arising from a home equity loan secured by Texas 
  Homestead Property. If you are a sole proprietor, we may charge any of your Personal or Business 
  Accounts. If you are a business partnership, we may also charge the Personal Accounts of any 
  general partner. If the Account is a joint or any other type of multiple-party Account, each joint 
  or multiple-party Account Holder authorizes us to exercise our right of setoff against any and all 
  Accounts of each Account Holder. We may use funds held in multiple-party Accounts to repay the 
  debts on which any one of you is liable, whether jointly with another or individually. We may 
  charge any such debt against your Account at any time, without regard to the origin of deposits to 
  the Account or beneficial ownership of the funds.
  
  To review the entire agreement, visit our website, www.frostbank.com. Scroll to the bottom of the 
  home page and click Agreements and Disclosures, then click the Deposit Account Agreement and Other 
  Disclosures link. The Right of Setoff provision is in Section VI. Deposit Accounts, subsection M. 
  Right of Setoff.
  
  Also attached are your account statements for August and September 2022 showing the transactions 
  posted to your account which contributed to the overdraft.
  
  If we can help you with anything further, please call our **************** Team at **************.

  
  Sincerely,

  *********************
  Senior Vice President
  

  
  

  Customer response

  12/11/2023

  Complaint: 20856939
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************************

  send all chat documents to the BBB

  your frost representative made it clear that my account was clear and it wouldnt get charged due to the fraudulent check. 
  

  thats the only reason I continued business here. I gave all the information that was needed for you guys to review. But its not being reviewed. You would see that Frost just doesnt want to liable for $931$. Thats why theyre canceling my account dec 17 but its been open for a whole year after. Something doesnt sound right . Please review this matter. I included police report. Also get the chat documents. Its there where I spoke with a representative and he told me I was okay. And the account had no bearings .

  thank you 

  ***********************;

  Customer response

  12/11/2023

  Complaint: 20856939
  
  I am rejecting this response because:

  send all chat documents to the BBB

  your frost representative made it clear that my account was clear and it wouldnt get charged due to the fraudulent check. 
  

  thats the only reason I continued business here. I gave all the information that was needed for you guys to review. But its not being reviewed. You would see that Frost just doesnt want to liable for $931$. Thats why theyre canceling my account dec 17 but its been open for a whole year after. Something doesnt sound right . Please review this matter. I included police report. Also get the chat documents. Its there where I spoke with a representative and he told me I was okay. And the account had no bearings .

  thank you 

  ***********************;

   

  Business response

  12/20/2023

  December 20, 2023
  
  
  ***********************************
  **************************************************************************
  
  
  Re: Your Complaint to the Better Business Bureau (BBB), ID #********
  
  Dear ************************:
  
  We received your follow up to our second response regarding your complaint submitted via the BBB. We understand that you have further concerns regarding the chargeback for the check deposited in the amount of $9,482.79 into your account ending in **** via mobile deposit on Friday,August 26, 2022.
  
  We have reviewed our records for chats you conducted with our customer service team and have not located anything. We also do not show record of a police report. Therefore, we have no additional information to review related to your most recent correspondence and we have come to the same conclusion as the explanations previously provided to you on November 22 and December 8 along with supporting documentation.
  
  To reiterate what we previously stated, the mobile deposit of $9,482.79 to your account was returned Refer to Maker and reversed from your account, causing an overdraft of -$931.43. This overdraft was due to transactions conducted on your account prior to the chargeback of the deposit.While you did file a dispute for some unauthorized transactions, we previously performed investigations of those disputes and did not find an error occurred.  The device used to conduct the transactions is the same registered device that has been used for all transactions since the account opened.
  
  We apologize that we are unable to assist any further with this request. Without additional information, we will not be able to conduct any further investigations.
  
  Sincerely,
  
  Frost Bank

  Customer response

  12/21/2023

  Complaint: 20856939
  
  I am rejecting this response because:
  
  Provide BBB a full report on the chat from my account. I provided a police report you guys are just trying to avoid paying the 931 but Im going to continue this through even through court if I have too. Again provide BBB with the documents that I asked for . I can almost guarantee I spoke with someone in regards to all this. I had a guarantee that my account was in the clear for them and future. This has been going on almost too long now. If I wouldnt have gave BBB a claim. You guys wouldnt be trying to close my account. Which is still open? That you also stated was going to be close 12/17. The word you guys hold at frost isnt too accurate.they have no idea whats going on I called yesterday and spoke through chat. Just refund my money.

• Initial Complaint

  10/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Since around May of 2023 I started receiving letters and statements from the company Frost. When the statements started coming in, I was completely confused because I had never heard of frost. I had never requested an account with them, I had no idea they were a bank. So I contacted them and requested that any accounts in my name be closed and deleted because I assumed I was a victim of identity theft. I also spoke with a representative of frost, and she told me about the Chex system and how to put a freeze on my name and also contact Experian and report identity theft. The company assured me that the accounts would be closed. I did as instructed put a freeze on my information, and I thought I was doing the right thing and that everything would be resolved . However I received a statement most recently on *********************************************** **** that is currently -$30 and the statement also says if the balance goes overdrawn $50 or more then it will be reported to a nationwide consumer reporting agency. Im terrified that my credit will now be compromised due to fraudulent transactions by a company that isnt even backed by the *** you guys at the BBB or anyone credible it seems like its not a legitimate company at all. Since this has transpired, Ive done my research and there are horrible reviews about this bank. Now Im confused I dont know if someone stole my identity, or if this company stole my information and decided to open an account in my name, Please help!

  Business response

  11/06/2023

  November 6, 2023
  
  *************************
  *******************************
  *******, ** 76549
  
  Re: Your Complaint to the Better Business Bureau (BBB) - Complaint ID ********
  
  Dear ********************:
  
  We received your complaint via the BBB and have concluded our investigation. Our findings are outlined below.
  
  Thank you for bringing your identity theft concerns to our attention. Please know Frost takes these types of complaints very seriously. Our records indicate an account ending in **** was opened online in the name of ************************* on May 5, 2023. Upon notification of identity theft, the debit card was cancelled, and the account was closed as of June 5,2023 with a $0 balance.  
  
  Unfortunately, we did not remove online access to this account and the fraudster(s) were able to open two other accounts in your name on August 1, 2023, using Frost online banking. There were no transactions made in either account; however, service fees were accrued causing an overdrawn status in accounts ending in **** and ****. The overdrawn status of these accounts prompted the letter you received indicating the accounts could be reported to a nationwide consumer reporting company. After notification of your complaint, Frost locked online banking, reversed all incurred fees, and closed both accounts with a $0 balance as of October 30, 2023. Attached are statements indicating the closure of all three accounts. 
  
  In your complaint, you noted your concern with Frost reporting these accounts to a nationwide consumer reporting agency.  Please note that Frost has not reported any information regarding these accounts to any credit reporting agencies and we have submitted a request for the removal of the new account inquiries from ChexSystems.
  
  Because the accounts in question passed our online screening validation, it appears someone has access to your personal information and used it to open accounts in your name. To further protect your identity, we recommend you file a police report and submit an identity theft claim to the ************************ at identitytheft.gov. Additionally, you can place a fraud alert or a freeze on your credit report by contacting any one of the three major credit bureaus. It is also recommended that a security freeze be placed on your ChexSystems consumer report, which will aid in preventing new accounts from being opened with other financial institutions without your authorization. To place a freeze, visit www.chexsystems.com. It also is good practice to request a free credit report from each of the major credit bureaus by visiting www.annualcreditreport.com. 
  
  We apologize for any inconvenience related to your experience. If we can help you with anything further, please call our **************** team at **************.
  
  Sincerely,
  
  ***************************
  Senior Vice President

  Customer response

  11/07/2023

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  February 2023 - April 2023 Zelle Wire Transfers $500 Zelle Wire Transfers $700 Zelle Wire Transfers $100 Frost Bank decided to restrict my account without informing me why. All transactions were authorized but the bank still proceeded to hold my funds and refused to release them despite me going into the branch providing documentation they requested. They finally terminated my relationship because they said I was risk because my wire transfers were coming out of *****************. I informed them my fiance is working over seas but they didn't care.Bad customer service. Poor relationship skills with their clients. Never inform clients what they do their accounts and why

  Business response

  07/20/2023

  July 20, 2023

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

  123 ***********.
  **********, ** 75402

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

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

  
  We received your complaint via the BBB and have concluded our investigation. Our findings are 
  outlined below.
  
  Our records show your Frost personal checking account was opened February 6, 2023. In April, Frost 
  received alerts from other bank regarding fraud claims from Zelle users claiming they were victims 
  of a rental scam. These banks referenced police reports and details from the Zelle senders that 
  corresponded to Zelle transfers from several individuals posted to your account. The Zelle 
  transfers in your account contained memo lines such as application fee, first pay to rent, and 
  deposit.
  
  These fraud alerts and the short tenure of your relationship prompted us to place a freeze on your 
  account until we could perform further research. One of our bankers called you on April 13, 2023, 
  to gain a better understanding of the matter. During the call, you initially explained you did not 
  know the first claimant. Later, you acknowledged knowing the claimant and stated he owed you the 
  funds. You then agreed to allow Frost to return one Zelle transfer in the amount of $550 to him and 
  indicated you would call back to discuss the other claim, but we did not hear back from you. 
  Regarding your comment related to wire activity, our banker has indicated she did not discuss wire 
  transfers with you. However, you received credit for wires received on March 22, 2023, in the 
  amount of $1,100 and on April 3, 2023, in the amount of $3,630.
  
  Finally, our branch team recalls you visited a financial center requesting a debit card, however, 
  documentation regarding your account was not provided to or discussed with our employees.
  
  Because we were unable to reach you to resolve our concerns, we chose to close your account. On 
  April 19, 2023, you withdrew $752 from our financial center. The remaining balance of $550 was 
  returned to the original Zelle sender on April 25, 2023, and the account was closed on April 26, 
  2023, with a $0 balance.
  
  Copies of your statements are attached for your records.

  
  Sincerely,

  *********************
  Senior Vice President
  

  
  

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business continually has maintenance updates every night and it somehow changes your available balance even know the money was already taken and accounted for they keep changing the available balance that does not match or add up what Im calculating Wera take him more money than youre supposed to

  Business response

  07/14/2023

  July 14, 2023

  
  *********************
  *******************************************,**********, ** 76132

  
  Re: Your Complaint to the Better Business Bureau (BBB) Number 20262802

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

  We received your complaint via the BBB and have concluded our investigation. Our findings are 
  outlined below.
  
  Thank you for sharing your feedback regarding Frost Online Banking. Frost performs end of day 
  transaction processing nightly beginning at 1:00 a.m. **** standard banking process is necessary to 
  finalize prior day transactions and post them to customer accounts.
  
  During overnight processes, balance and transaction information may not be accurate until all items 
  are processed through the account. Processing is usually completed by 4:30 a.m. We apologize for 
  your experience and appreciate your patience.
  
  Our ************** Manager, *************************, attempted to contact you on July 6, 2023, and July 7, 
  2023, to discuss your concerns; however, she was unable to reach you. A letter was mailed to your 
  address notifying you that **************** is available to discuss your concerns and experience with 
  online banking at your earliest convenience. If you would like to discuss this further, please 
  contact ************************* at **************.

  
  Sincerely,

  *********************
  Senior Vice President
  

  
  

• Initial Complaint

  06/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/3/2023 Frost Bank deducted $58.28 from my money market account and labeled the deduction TAX. Since they are not authorized to make any deductions from my account I contacted them for resolution. I first went into their branch in *************, ** and the person told me it as a coding error and it would be resolved the next day, it wasn't. I then called their corporate phone and could not get any explanation or even a phone number to call to get it resolved. They would not even give me the full name of the person to contact just that I would get a call. To date this is not resolved. This is the worst customer service I have ever seen at a bank.

  Business response

  07/06/2023

  July 6, 2023

  ***************************
  ***************************
  ******, ** 77381

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

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

  We received your complaint via the BBB and have concluded our investigation. Our findings are outlined below.
  Our records indicate your Frost Money Market account was opened on August 17, 2021. Attached is a copy of the
  accounts signature card, reflecting the social security number for the account and your signature in the back-up
  withholding section, which we use to validate the tax reporting number is correct.

  On April 5, 2023, Frost received a notice from the **** indicating the social security number reported with your
  name was incorrect and required Frost to collect backup withholding from the related account until an updated
  Form **9 was received. We notified you of the *** report by mail on April 29, 2023.

  Frost received your updated Form **9 on May 12, 2023. When we compared the **9 to the signature card, we
  saw the social security number on the signature card was off by one digit. We have corrected your social security
  number on our records and updated your backup withholding status. The amount of backup withholding collected
  from April 5, 2023, to May 11, 2023, was $58.28 and was submitted to the **** as required.

  Though your signature on the attached signature card demonstrates validation of your social security number, we
  were unable to determine if the error with the Social Security Number was due to a banker input error or other
  factors. As a result, we chose to issue a refund of $58.28 on June 28, 2023. A copy of your transaction history
  showing the credit is attached.

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

  Sincerely,
  *********************
  Senior Vice President

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had opened a account about November 2022. My first deposit was for my boy friend *************************. We went into the bank to get the funds. I informed them ************************* was my boy friend, he had recently gotten out of jail, and started working as a basketball coach for Big ********************** Its a business that his friend started and he hired him as a coach. They said they couldn't find the school which was maybe due to the spelling. So, after my boy friend's check was verified and approved I was told my account would be closed. Why was my account closed? I understand it was in my name, but he was right there with me with ID. I didn't realize when his boss sent his money through ***** he put his name, had I I would have added my boy friend on my account. If everything was verified thoroughly why was my account closed? That was not a professional way to treat a customer of your bank. There was a Hispanic guy and the branch manager. The branch manager and teller were laughing at the situation, during the whole process. I don't want to go there but, everyone is not trying to steal. My boy friend went to work for that money and he had just got out of jail and his friend gave him a job. That was so ridiculous and unprofessional of Frost Bank to close my account. So what was my account closed for? I need a thorough explanation. At the time the district managers were off for the holidays I assume. I had tried to reach the district managers. I want to be contacted by a DISTRICT MANAGER with further details. The complaints put in over the phone with a representative will contain the branch manager and the teller who were involved. ***************************************************** Thank you! I can also show where he has a ***************** and they accept his funds because they are accurate. So again, I want to know why my account was closed. I want a call telling me why my account was closed.

  Business response

  05/04/2023

  Please see attached response.

  Customer response

  05/15/2023

  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.
  
  Regards,
  
  *****************************

• Initial Complaint

  04/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  2 Day "Early" Direct Deposits are being held after payroll has released funds to the institution. I have to call almost every 2 weeks due to my direct deposits hitting after the bank has closed. Frost bank is the only financial institution that posts direct deposits late in the day or evening time. On March 5th, 2023 between 1:00pm and 2:50pm I called Frost to let them know I was aware that my employer's payroll had released the funds to the bank, but my deposit was not showing. The representative stated that the direct deposit was showing on her end, but it did not show online nor on the mobile app. She said to give it some time to post due to the process, which only took about an hour. This is not the first occurrence for the same situation. In times that I do not call in and inform them that I am aware that payroll has released the funds to the bank/my account -- the direct deposit will not show until about after 6:00pm. Also, the transactions and activity for the accounts do not have time stamps on them. As a customer I don't feel like my funds are safe or secure with Frost. I will be moving my funds and business to a credit union, and continue banking with other financial institutions outside of frost.

  Business response

  05/03/2023

  Please refer to attached letter for detailed findings associated with this complaint. 

  Customer response

  05/15/2023

  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A woman named ***** was forced upon my account and on 4/3/2023 she didn't call per bank policy to discuss my account. My uncle was murdered in Feb and its been a hectic period. **************************** There's a ******* video discussing the news story featuring an interview. Anyway, I was taken advantage of by a woman who was helping me drive to ******. I filed a dispute and there have been no investigation but this bank manager, *****, has retaliated against my account and made it credit only without any warning. This is clear retaliation. I let Frost know I was disabled and they seem to disrespect the *** because they have no training on dealing with disabled Americans. The bank seems to be a chaotic mess and I would like my account reopened and the credits for my dispute. I was promised by a customer service supervisor that I would have a **** over draft protection for my April 3rd rent payment. But with no new information this ***** overturned that to retaliate against me.

  Business response

  04/13/2023

  Please see response to Mr. ******************* attached. Thank you. 

  Customer response

  04/18/2023

  Complaint: 19891735
  
  I am rejecting this response because: The business flat out lied about the Overdraft courtesy. The main issue was the fact that this un-******** business does not respect due process and waiting for the results of an investigation. 
  
  Regards,
  
  *******************

• Initial Complaint

  03/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  3-20-2023- Date of transaction of $777.41 from a charge off account dated 9-21-2021. I contacted Frost bank at 9:00 am spoke with *******(agent),she was rude and highly disrespectful. She would not allow me to speak to gain clarification of the charge or details of how the process works and disconnected the call. I called back and spoke with a manager by the name of ***** she stated they have the right to charge the account when it comes in review, however she stated the account was sent to collections if that is the case how do Frost have the authorization to charge my account without my knowledge. She advised I should have been aware and received notices which I never received to make arrangements. When this account was closed I was giving birth, and NEVER received notice that is account was closed or charged off. I am still an active customer and have been since 2020. I am highly upset I could not make arrangements before they just took my money out my account. I am asking this be reviewed as a consumer that already have to pay fees ect just to utilize my funds. This is inhumane to take funds in a recession. I would like to know how I am able to get this resolved and settled.

  Business response

  03/31/2023

  
  
  
  March 31, 2023
  
  
  Sacorria *****
  ******************************************************************; 75043
  
  Re: Your Complaint to the Better Business Bureau (BBB)Number 19628725
  
  
  Dear **************:
  
  We received your complaint via the BBB and have concluded our investigation. Our findings are outlined below.
  
  Our records indicate checking account ending in **** was opened online March 20, 2020.  The account became overdrawn July 21, 2021, and was charged off on September 21,2021, in the amount of $777.20. A letter was mailed September 23, 2021, to ***************************************************************** notifying you of the charge off.
  
  On April 21, 2022, the charge off account was assigned to ******* Services, a third-party collections service. Letters were mailed to your address on April 23, June 1, July 31, and September 1, 2022.  ******* Services also attempted to contact you by phone between May 2, 2022, through December 9, 2022. On December 14,2022, ******* Services received a return call from you, and they advised you they were collecting a debt on behalf of Frost Bank related to the charge off. During the call, you confirmed your address and advised the representative you could not make a payment until after the holidays. ******* Services mailed a letter to your address on December 14, 2022, with the collection information, per your request. ******* Services attempted to follow up with you, but they were unsuccessful. 
  
  On March 20, 2023, Frost Recovery found two current deposit accounts in your name. We exercised our Right of Setoff by debiting $777.20 from account ending in **** to clear the charge off account debt, in accordance with Frosts Deposit ******* Agreement. Notice of Right of Setoff was mailed to the address on record on March 20, 2023, along with a copy of your account statement. Copies are attached.
  
  You can review Frosts Deposit ******* Agreement at Frostbank.com.At the bottom of the home page, click Agreements & Disclosures, then select Deposit ******* Agreement.  If we can help you with anything further, please call our **************** team at *************.
  
  Sincerely,
  
  *********************
  Senior Vice President

  Customer response

  03/31/2023

  Complaint: 19628725
  
  I am rejecting this response because:the right of setoff letter was completed the day I called March 20th,2023 If this is a fact in the terms and conditions or direct deposit agreement I would have been able to find it the day I called in 03.21.23  or receive the later that day when it was requested from ******* ! Also, if my account was closed on September 21,2021 why would a year pass before a setoff was made as I NEVER stop being an active customer with an active checking and savings account from 09.21.21 to current 3.31.2023? Again Frost Bank had multiple opportunities to withdrawal funds over a period of time but never did. My second issue is the complaint on your employees and how they handle the calls on both times I reached out to Frost bank directly to gain clarification and understanding of what was done on my account. I can assure my account has had a positive balance since obtaining my account in 2021. I simply asked if they could have taken payments on the balance and was hung up on but the principal seems to be money over consumers in *******! 
  
  
  Thank you
   
  Regards,
  
  Sacorria *****

  Business response

  04/10/2023

   

  Please see attached response.  

*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. ↩