ComplaintsforFrost Bank
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/12/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Due to the bank keep telling me that they can't find my money said it went to wrong accountBusiness response
07/22/2022
July 22, 2022
*************************
7230 ************
***********, ** 78239
Re: Your Complaint to the Better Business Bureau (BBB), Complaint ID Number ********
Dear ********************:
Frost has received your complaint via the BBB and need more information to investigate this matter. Our ************************* Manager, *************************************, called you on Wednesday, July 20, to gain a better understanding
of your concerns, but she was unable to reach you.
We have no record of Frost Bank accounts in your name or related to the address or phone number provided in
your complaint. We also searched calls to our ************************** team but were unable to locate
incoming calls from your phone number.
To help us begin an investigation, please contact ******************** at ************** and provide your Frost Bank
account number and details including: Date your ********************** account was opened, name of the person, merchant, or bank
who sent money to you and how the funds were sent to you (Zelle transfer, direct deposit, etc.), date and amount
of funds sent, and any confirmation number from the originator you have. Once we have more information, we will
be happy to assist you in this matter.
Sincerely,
*********************
Senior Vice PresidentInitial Complaint
05/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I should have had my tax refund deposited 2/24. But the refund was going to a closed bank account I had with frost. **************** let me know that it is an automatic denial since the bank is closed. Well the sender of my tax refund shows it as a completed deposit. Ive had Frost send me a document stating they dont have my funds. When communicating with the sender for 2 months now they dont have my funds and keep telling me that Frost also denied an R06 letter. EVERYTIME I get on the phone with customer service they tell me the same thing over and over giving me the runaround. Ive spoken to 2 agents who genuinely wanted to help me but when they are waiting on a reply from their leaders they are only given so much information to relay to me. Nobody cares!!! Nobody wants to help!!! Why was the R06 letter denied? This has been an on going issue and yall dont care!!! As soon as Frost can ***** this R06 Letter and can track where they put my funds this nightmare will be over!! I used to be so happy with this bank but now that this is happening yall dont seem to care!!! Yall make it impossible to speak to supervisor or manager on duty yall let these poor agents deal with situations that they cant even help with!!!! All I need is for Frost to find my money!!! why cant the agent give me the tracking number or ach number of the funds that were automatically denied to the said closed account? Why is it so hard to give me the information I need that you have so I can put an end to this?Business response
05/26/2022
Dear **********************:
We received your complaint via the BBB and have concluded our investigation. Our findings are outlined below.
Our records indicate a credit attempted to post to your closed checking account on or about February 24, 2022, however your checking account had been closed and charged off on February 1, 2022. The credit was routed to Frost Bank *******************. The credit was applied to the charge off owed in the amount of $ 1,325.85. *********************** issued a refund in the amount of $ ******** for the overage and a cashiers check was mailed to you address of record, certified mailed on March 25, 2022. The certified mail was returned to Frost Bank, unclaimed.
On May 13, 2022, the ******************* received an email from our ********************* that you were attempting to locate a direct deposit. On May 16, 2022, the ******************* informed **************** that we did have the overage of the refund and it would be available at a branch convenient for you to pick up. Our records indicate you picked up the cashiers check at our ******************* in ********** on Monday, May 16, 2022. The Telephone **************** department attempted to determine the status of the refund you were expecting. We sincerely apologize for the delay and any inconvenience this may have caused.
If we can help you with anything further, please call our **************** team at **************.
Sincerely,
*********************
Senior Vice PresidentInitial Complaint
03/04/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am a victim of identity- theft, I am writing to request that you block all accounts disputed as fraudulent on my credit reports with Transunion, Equifax, and Experian. This information does not relate to any transactions I have made. I did not give anyone authorization or consent to use my personal information. I hereby exercise my legal rights enacted by Congress and The ************************* which explicitly states when a victim of identity-theft dispute a fraudulent account on his/her credit report it shall be honored by all credit bureaus and all fraudulent information should be blocked within 4 days and proper notification shall be given to all data furnishers pursuant to section 605b of The Federal Fair Credit Reporting Act. 1. FROST BANK bal. $0.00 Acct # ***********Business response
03/15/2022
Dear ******************:
We received your complaint via the BBB and have concluded our investigation. Our findings are outlined below.
Our records indicate a personal checking account ending in **** in your name was opened at our **** ************************ in ******* on November 28, 2014. The account became overdrawn on November 25, 2015 and was closed and charged off February 3, 2016, in the amount of $ *******. The final payment in the amount of $305.60 to pay off the remaining balance owed was received on May 4, 2020. Frost Bank reported to all 3 credit agencies the paid status on May 31, 2020.
We have deleted the charge-off record form all credit agencies as of the beginning of March 2022. Please give these agencies a few weeks to update their records.
If we can help you with anything further, please call our **************** team at **************.
Sincerely,
*********************
SVP ComplianceInitial Complaint
12/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On June 10, 2021 I sent a detailed letter to Frost Bank's Corporate office with a detailed debit card merchant dispute for $6887.18. I called and followed up repeatedly. I sent a follow up letter on 9/30/2021. I went to a branch in October 2021 to check on the status and was told they never received anything and now the time limit to dispute was up. The call center had repeatedly told me to sit tight that that department needed 90 days to process my disputes. I sent a letter to the *** and that office just sent me to a regional Manager ***********************. She advised they found one of my letters way after the fact! She apologized for their banking error but they have not reimbursed me the $6887.18 that was lost due to their gross negligence. I need the money returned to my account right away.Business response
12/21/2021
Hello,
We recently received ************ complaint directly to Frosts CEOs office. In response, we mailed the attached letter to him on Friday, December 17, 2021.
Thank you.
Customer response
12/22/2021
Complaint: 16380232
I am rejecting this response because Frost mishandled my correspondence resulting in a financial loss to me.
Regards,
*****************************Initial Complaint
12/13/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I send frost bank a check in the amount of $172.00 and Im asking them to update the balance to $0 and send the request to Chexsystems and update my credit report to avoid legal actions . I dont like this bank at all I want them to update this charge off to zero to Chexsystems thanksBusiness response
12/23/2021
Hello,
Please see our attached letter and supporting documentation.
Thank you.
Customer response
12/27/2021
Complaint: 16360747
I am rejecting this response because:
Regards,
Jermmie *****
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Customer Complaints Summary
47 total complaints in the last 3 years.
23 complaints closed in the last 12 months.