ComplaintsforFrost Bank

• Initial Complaint

  01/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were receiving a deposit from our Health Insurance and it had gotten deposited into a closed Frost account (that we had closed) while we are still existing Frost customers, Frost bank accepted the deposit into the old account and refused to move it into our current Checking account. They instead said they would keep the deposit in response to fees from a savings account. They did NOT provide any warning or information regarding They would begin confiscating deposits.

  Business response

  02/06/2023

  
  
  
  February 6, 2023
  
  
  ***********************
  1610 ************, Apt B
  *******, **  78504
  
  Re: Your Complaint to the Better Business Bureau (BBB) Number 18728784
  
  Dear **************:
  
  We received your complaint via the BBB and have concluded our investigation. Our findings are outlined below.
  
  Our records indicate a deposit of $254.00 was received on January 6, 2023 for credit to a joint checking account ending in 7365.  This account had previously been closed on June 24, 2022 with a $0 balance. On January 10, 2023, Frost Bank ******************* applied this amount to your joint checking account ending in ****,an account charged off 12/11/18 with a balance of $379.98.  On January 11, 2023, ****************** called Frost,inquiring about the $254.00 check that she anticipated would be deposited into an open checking account ending in ****. Our department representative explained that Frost Bank was within our rights to credit the charged off account ending in **** with those funds, as explained under the Right of Setoff section in our Frost Deposit Account Agreement and because no arrangements had been made to resolve the outstanding amount owed on this account.
  
  On January 26, 2023 you spoke with the supervisor of the ******************* and based upon your explanation and the arrangements that were made on the outstanding balances on the other accounts, he agreed to credit your checking account for $127.00, which is half of the original $254.00.  The remaining balance for the account ending in **** is $91.98. If you have any other inquiries about the remaining balances owed, please contact our ******************* at **************.   
  
  If we can help you with anything further, please call our **************** team at **************.
  
  Sincerely,
  
  *********************
  Senior Vice President

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have 2 accounts with frost bank, both set up to not let transactions go through if the money is not in my account, never to be over drafted. I was out of town and had money sent to my account twice, both cash deposits to my bank from a signer. I called the bank when I saw my balance nearly ******** negative and she was confused as well saying that she was not sure why this happened as she sees this is set up that way, I told her that I expect the bank to pay this as its their fault. She got her supervisor who said I could file a claim on another business in which I was on vacation, why would I do that? They arent at fault for my banking. I expect them to cover the cost of the loss as well as any fees from my auto insurance being over-drafted. This is not acceptable business practice.

  Business response

  02/03/2023

  February 3, 2022
  
  
  ***************************
  1617 *************
  ********, ** 77465
  
  Re: Your Complaint to the Better Business Bureau (BBB)Number 18893941
  
  Dear ********************:
  
  We received your complaint via the BBB and have concluded our investigation. Our findings are outlined below.
  
  Our records indicate that a debit card transaction in the amount of $988.08 from ******************** posted to your account ending in **** on January 11, 2023, causing your account to be overdrawn.
  
  Although you have opted out of overdraft consideration,the transaction was originally authorized on January 9, 2023.  At the time of authorization there were enough funds in the account to cover the transaction.  There were two deposits made on January 9, 2023,bringing your account balance to $2,403.88. As a result, the merchant approved the transaction for payment. That day, several other transactions you initiated posted to your account after the deposits and the $988.08 payment to ********************. After all transactions were processed, your account balance was -$910.95 on January 11, 2023.
  
  Per the Deposit Account Agreement, your Available Balance may be positive when a transaction is authorized, but your Current Balance may be negative when the transaction is later presented for payment, which may result in an Overdraft and an Overdraft fee. We have confirmed you were not charged an overdraft fee and have attached bank statements for your review.
  
  If we can help you with anything further, please call our **************** team at **************.
  
  Sincerely,
  
  *********************
  Senior Vice President

• Initial Complaint

  01/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I first contacted my bank on 12/22/22 in regard to Zelle transactions that hadnt been delivered. I was told they were taking additional time because there was an alert. Fine. Then 2 days later they posted but the person didnt have them. While speaking to another person from bank I discovered the phone number was incorrect and the money went to someone I didnt know. The phone number were off by one digit. The money went to ************ and shouldve gone to ************. After this discovery I looked at previous transaction and the same thing was the case. All of the money went to the wrong person. 12/21 25.00, 12/23 50.00 and 25.00, 08/09 20.00, and 10/26 100.00. *** tried to work with the bank and I dont feel they understand. Please help me.

  Business response

  01/20/2023

  January 20, 2023
  
  
  *******************
  8700 ******* Apt 1442
  *******, ** 77025
  
  Re: Your Complaint to the Better Business Bureau (BBB) Number 18730883
  
  Dear **********:
  
  We received your complaint via the BBB and have concluded our investigation. Our findings are outlined below.
  
  Our records indicate Frost received your dispute on December 24, ****************************************************** your dispute, you explained these transfers were sent to the incorrect phone number.The Zelle transfers were sent to phone number ************** and you indicated they should have been sent to **************.
  
  We reviewed your phone call to us on December 24, 2022,and you indicated that you had previously sent money to this recipient, and she had received the money in all prior instances, but now the phone number is one digit off. In our review of your five prior ***** transfers initiated between August 2022 and December 2022, we found we acted upon your instructions to send the funds to phone number ****. None of the transfer requests were for phone number ****.
  
  Because these transactions were initially authorized by you, we are unable to pursue this matter further. Neither Zelle nor Frost offers a protection program for any authorized payments made with the Zelle service.  Since the person that the funds were sent to was enrolled with Zelle, the money is sent directly to that persons bank account and may not be canceled or revoked. Per the Zelle Terms of Service, neither Frost nor Zelle shall be liable for any typos or keystroke errors that are made when using the Zelle service.  We advise you to contact ***** for further assistance at ************** or call the person who received the funds transfer, if known.
  
  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

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ok Saturday December 10th I went to open an account with ****** at branch location where I was assure my check would be available on Tuesday. Wake up Tuesday to negative two hundred dollars in my account. They tell me at the branch the check couldn't be verified but wouldn't tell me how they tried to verify or anything. Then *********************** who is supposed to be branch manager assured me she would be calling to verify. At the same time I have the owner of the account the check was written from and the bank on the other phone which both claim to have spoken to *********************** and verified the check was valid. Now all of a sudden the funds won't be available until the 21st. I have rent to pay and I don't understand where the break down is.

  Business response

  12/23/2022

  December 23, 2022
  
  
  *************************
  1002 ************************************. #****
  ******, ** 76039

  
  Re: Your Complaint to the Better Business Bureau (BBB) Number 18568525

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

  
  We received your complaint via the BBB and have concluded our investigation. Our findings are 
  outlined below.
  
  Our records indicate a checking account in the name of ********************************* was opened on December 
  10, 2022. The opening deposit of $8,309.16 was a check from ****** Law Firm, drawn on ************ 
  and dated November 30, 2022.
  
  Because the deposit was made on Saturday, the banker assisting you was correct in explaining that 
  funds would typically be available the following business day, which was Tuesday, December 13. 
  However, when we contacted ************ on December 12,2022, we were advised there had been 
  multiple inquiries on the same check and they could not pay the check at that time. Based on 
  concerns of unusual activity on the new account, we placed a hold on the check to expire on 
  December 20, 2022. The **************** Manager provided you with this information the same day.
  
  The hold has now expired, and the funds were made available on December 21, 2022.
  
  If we can help you with anything further, please call our **************** team at **************.

  
  Sincerely,

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

  
  

• Initial Complaint

  12/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We recently had a home improvement loan through Frost for a pool we had put into our home. We have since relocated and sold our home. Our loan was to be paid off at closing and we were assured it would be. We found out after closing that we apparently still had a charge of less than $150 that we didn't know about. When I contacted the closers that handled the sale of my home I was told that they paid off the balance that Frost gave them and they included that documentation. We are getting ready to close on another house in ******* and didn't have time to wait for this to be resolved so we paid the rest of the balance ourselves several weeks ago and then closed the account. Yesterday, we were shocked to discover that Frost reported us to the crediting agencies for being 30 days late on a payment because of that charge. It made my husband's score go down over 100 points and mine over 60. This is now going to cause hardship for us as we try to close on our new home. I simply do not have time to dispute this through hard copy mail and need it to be removed from our credit reports promptly. This was the fault of Frost for not giving the closers the correct pay off balance and expecting us to know about it in such a short amount of time after moving to another state. It is completely unacceptable and we are fully prepared to go to whatever lengths we need to go to if it is not taken care of in time for the close of our house in 8 days. Below you will find the account information. I have reached out to Frost with no response. I have attached both the Frost Payoff Statement as well as the document from the ************* that closed our house. There should not have been a balance to pay. Account Number ******* Loan No ****

  Business response

  12/15/2022

  December 15, 2022
  
  *****************************
  4095 ***************.
  *******, **  35757
  
  Re: Your Complaint to the Better Business Bureau (CFPB) Number 18527933
  
  Dear ******************:
  
  We received your complaint via the BBB and have concluded our investigation. Our findings are outlined below.
  
  Our records indicate a home improvement loan in the names of ************************************ and *********************************** was opened May 5, 2021 for the amount of $47,000.  Monthly payments of $303.89 were set up to be auto debited on the 18th of each month. 
  
  Frost received a call from WFG Title on August 23, 2022 requesting a payoff quote for the above loan. The quote, which you attached to your complaint, had a good through date of August 30, 2022 and total amount due of $45,303.46. The payoff quote also included the following verbiage: This statement reflects the total amount due under the terms of the loan through the closing date which is 08/30/2022.  If this obligation is not paid in full by this date, then please obtain an updated payoff amount before closing.
  
  In an effort to ensure proper information was provided to WFG Title, the phone call was reviewed, and we have determined that WFG Title was advised they would need to contact Frost for an updated payoff quote prior to closing as the one provided was only good up until August 30, 2022. Unfortunately,we did not receive a follow up call from WFG Title that would have allowed us the opportunity to provide them with a correct payoff and ensure your loan closed properly.  The payoff statement we sent to WFG also explains that interest is charged on a per diem basis every day after 8/30/22.  
  
  Because your loan was set up on Auto Debit, we attempted to pull Septembers payment in the amount of $303.89 from the account on file; however, this payment was returned due to insufficient funds. On September 26, we received a check dated September 23, 2022 in the amount of $45,303.46 from WFG Title. As the payoff quote had already expired,the funds were not enough to pay off the loan and funds were put towards Septembers payment and the balance of the loan. On October 18, 2022 we attempted to auto debit $158.60, the balance left on the loan; however, this payment was also returned as insufficient funds.  When ****************** contacted Frost on November 17, 2022 the account still had an outstanding balance of $159.66. On that date,the remaining balance was satisfied and the loan was paid in full.
  
  We have completed a thorough investigation and we have determined that the information provided to the credit reporting agencies is correct. If we can help you with anything further, please call our **************** team at **************.
  
  Sincerely,
  *********************
  Senior Vice President

  Business response

  01/10/2023

  Frost originally replied to this complaint on 12/15/22.  Below is the response that had been submitted: 

   

  December 15, 2022
  

  *****************************
  4095 ***************.
  *******, ** 35757
  

  Re: Your Complaint to the Better Business Bureau (CFPB) Number 18527933
  

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

  We received your complaint via the BBB and have concluded our investigation. Our findings are outlined below.
  Our records indicate a home improvement loan in the names of ************************************ and ***********************************
  was opened May 5, 2021 for the amount of $47,000. Monthly payments of $303.89 were set up to be auto debited
  on the 18th of each month.
  

  Frost received a call from WFG Title on August 23, 2022 requesting a payoff quote for the above loan. The quote,
  which you attached to your complaint, had a good through date of August 30, 2022 and total amount due of
  $45,303.46. The payoff quote also included the following verbiage: This statement reflects the total amount due
  under the terms of the loan through the closing date which is 08/30/2022. If this obligation is not paid in full by this
  date, then please obtain an updated payoff amount before closing.
  

  In an effort to ensure proper information was provided to WFG Title, the phone call was reviewed, and we have
  determined that WFG Title was advised they would need to contact Frost for an updated payoff quote prior to
  closing as the one provided was only good up until August 30, 2022. Unfortunately, we did not receive a follow up
  call from WFG Title that would have allowed us the opportunity to provide them with a correct payoff and ensure
  your loan closed properly. The payoff statement we sent to WFG also explains that interest is charged on a per
  diem basis every day after 8/30/22.

  
  Because your loan was set up on Auto Debit, we attempted to pull Septembers payment in the amount of $303.89
  from the account on file; however, this payment was returned due to insufficient funds. On September 26, we
  received a check dated September 23, 2022 in the amount of $45,303.46 from WFG Title. As the payoff quote had
  already expired, the funds were not enough to pay off the loan and funds were put towards Septembers payment
  and the balance of the loan. On October 18, 2022 we attempted to auto debit $158.60, the balance left on the loan;
  however, this payment was also returned as insufficient funds. When ****************** contacted Frost on November 17,
  2022 the account still had an outstanding balance of $159.66. On that date, the remaining balance was satisfied and
  the loan was paid in full.

  
  We have completed a thorough investigation and we have determined that the information provided to the credit
  reporting agencies is correct. If we can help you with anything further, please call our **************** team at
  **************.

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

• Initial Complaint

  11/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When the initial federal student loan pause was commenced i continued to make voluntary payments until around August of 2021 when I was made aware that i did not have to make the payments and in fact could receive a refund for the voluntary payments i had made since the pause had began. The refund amount was sent for $1700.00. My Loan servicer, **************** sent out the refund check and it was lost in the mail. The loan servicer required 90 days to elapse before a new check can be issued. After the 90 day wait time a new check was issued however this check was intercepted and fraudulently cashed.On December 6, 2021 I cooperated with the loan services providing an affidavit that was notarized indicating that I am willing to press charges to the fullest extent of the law against whomever fraudulently cashed my check as well that i was not involved. This process with ******* was initiated almost a year ago approximately . I spoke to Manager *********************** and his supervisor ***** and explained my situation. ***** advised me that i need to contact ******* company's bank , Frost bank for additional information. I did reach ************************* (relationship manager at frost bank ) I again explained the situation and was advised that now ***** ************ where the funds were fraudulently cashed )is causing the delay in the fraud investigation. Again it has been over a year with no response from frost bank or ***** Fargo > I have maintained communication with both frost bank and trellis company throughout this process via email and telephone calls leaving voicemails and never hearing back . *************** contact number ************ Frost bank relation ship manager ************************* ************ I dont have information for the ***** Fargo loss preventention department

  Business response

  11/25/2022

  November 25, 2022
  *************************
  7877 ***************.
  ********, ** 77868
  Re: Your Complaint to the Better Business Bureau (BBB) Number 18408996
  Dear ******************:
  We received your complaint via the BBB and have concluded our investigation. Our findings are outlined below.
  I have confirmed Frost submitted your endorsement dispute to ***** Fargo on December 14, 2021. Since then, we
  have requested a status update multiple times on your behalf. We appreciate your patience as we wait for *****
  Fargos response and understand your frustration in the length of time it is taking to recover your funds. It is
  standard banking practice to credit a customers account upon receipt of funds from the
  bank who accepted and processed the deposit, as it is their responsibility to validate the endorsement.
  However, we recognize ***** Fargo appears to be significantly delayed in their response. Because we have
  high confidence ***** Fargo will eventually send the funds to Frost, we have made an exception and have credited
  the funds to our customer, ********************** Guaranteed ****************** dba **************** We have received
  confirmation from *************** that their disbursement department has been notified and will be working on
  reissuing you a check in the amount of $1700. Please reach out to them if you have not received your funds within a
  reasonable time frame.
  If we can help you with anything further, please call our **************** team at **************.
  Sincerely,
  *********************
  Senior Vice President

• Initial Complaint

  10/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Frost bank closed my account and refused to mail a check. Instead they wanted me to come in and pick up my funds and at the time I didnt have an identification. So i decided I would wait until they mailed it because I thought by law they would. Til this day they havent returned my money. This was originally back in 2020 nor have they sent it to the state as unclaimed funds. It was for about $ *****.

  Business response

  10/27/2022

  October 27, 2022

  
  *************************
  10122 **************. Apt. 19
  *******, ** 77043

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

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

  
  We received your complaint via the BBB and have concluded our investigation. Our findings are 
  outlined below.
  
  Our Regional Operations Manager, *****************************, recently tried to contact you in response to your 
  complaint but was unable to reach you. Frosts records indicate your checking account ending in 
  6756 was closed on April 8, 2020, and a Cashiers check in the amount of $6,029.48 was issued for 
  the balance. Copies of the original check and your closing statement are attached.
  
  The employees at the *********************************** expected you to pick up the check, and 
  they held it in the motor bank for you. When you did not arrive to pick up the check, our Financial 
  Center Manager should have called you to confirm your wishes or mailed the check to you after a 
  reasonable amount of time. I apologize for this error and the inconvenience it has caused.
  
  We have re-issued the Cashiers check and mailed it today, Thursday, October 27, to the address 
  above, which is the address you provided in your BBB complaint. Please call ****************** at (713) 
  388-7804 if you do not receive it within 10 business days. A copy of the new Cashiers check is 
  attached for your records.
  
  Thank you for notifying us of your concern and allowing us to investigate the matter. If we can 
  help you with anything further, please call our **************** team at **************.

  
  Sincerely,

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

  
  

• Initial Complaint

  10/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Frost Bank keeps sending my husband, ***************************, unsolicited mail to open an account. I tried calling to get him removed from this mailing list and was told to go into a Frost Bank and talk to a personal banker. They kept asking for his social security number to locate him in the computer. All we want is to be removed from the mailing list.

  Business response

  10/17/2022

  October 14, 2022
  
  
  *********************
  13723 ***********
  ***********, **  76107
  
  Re: Your Complaint to the Better Business Bureau (BBB) Number 18171442
  
  Dear *******************:
  
  We received your complaint via the BBB and have concluded our investigation. Our findings are outlined below.
  
  As of October 13, 2022, we have removed ***************************** name and the address listed above from all of Frosts marketing lists. 
  We regret any inconvenience or concern our mailings have caused. 
  
  Thank you for bringing this matter to our attention. If we can help you with anything further, please call our **************** team at **************.
  
  Sincerely,
  
  *********************
  Senior Vice President
  
  

  Customer response

  10/18/2022

  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

  09/13/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I ordered breakfast from an **** to be delivered to me and it was never delivered. This happened on Sep 1, 2022. I have been calling **** since, I ask to speak to a manager each time but Im just kept in eternal hold. I called Frost Bank this morning where I had the privilege of speaking to an extremely rude person, a female. I wanted to file a dispute so Im answering a million questions to get my $43.30 back. I cant believe she asked me what I ordered from ******* I thought this was one of the most idiotic questions being asked of me, your customer. She made me feel like a criminal and I dont like that, no one does. I dont appreciate being spoken to that way. I asked her what the claim number was and she said that there wasnt one??? This has been a horrible experience. I just want my money back. Unlike some people, I have to work for a living.

  Business response

  09/23/2022

  September 23, 2022
  
  *********************************
  12609 *********, Lot 553
  ******, ** 78754
  
  Re: Your Complaint to the Better Business Bureau (BBB) Number 18012294
  
  Dear ******************:
  
  We received your complaint via the BBB and have concluded our investigation. Our findings are outlined below.
  
  I have reviewed your call to Frosts ************************** on September 12, 2022, during which you filed a merchant dispute for a $43.30 transaction by **** dated September 1, 2022. 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.
  
  Frost offers merchant disputes to customers as a courtesy through our debit card partner, ***** and the dispute process requires us to ask specific questions about transactions. When we pass the information to ***** they will rely on your responses when attempting to obtain a refund from the merchant. When we are able to share more detail, we reduce the opportunity for follow up questions from the merchant or ***** which helps expedite claim processing.
  
  Frost tracks debit card disputes by a customers debit card number. Should you need to call us about your dispute, employees will locate it using your debit card number as they do not have the ability to search by a dispute case number. The employee who assisted you should have explained this process to you better. Again, we are sorry for your experience.
  
  Our Dispute team is processing your merchant dispute, which may take up to 120 days for resolution while we await a response from **** and the merchant. We will provide updates to you by mail if additional information is needed or when we have finalized the investigation.
  
  If we can help you with anything further, please call our **************** team at **************.
  
  Sincerely,
  
  *************************
  Vice President

  Customer response

  09/26/2022

  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

  08/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This bank is sending junk mail to me in my full name at my home address. I was the victim of identity theft a few years ago. The miscreant had only my first initial, last name, address, and phone number and STILL managed to impersonate me on-line. We no longer live in a safe world, and this sort of outdated marketing has to stop. NO MORE MAIL SENT TO MY ADDRESS UNDER ANY NAME!!!!

  Business response

  08/17/2022

  August 17, 2022
  
  
  ************
  4812 ****************
  **********, **  76107
  
  Re: Your Complaint to the Better Business Bureau (BBB) Number 17659671
  
  Dear ************:
  
  We received your complaint via the BBB and have concluded our investigation. Our findings are outlined below.
  
  As of August 5, 2022, we have removed your name and the address listed above from all of Frosts marketing lists.
  We regret any inconvenience or concern our mailings have caused.
  
  Thank you for bringing this matter to our attention. If we can help you with anything further, please call our **************** team at *************.
  
  Sincerely,
  
  *********************
  Senior Vice President

*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. ↩