ComplaintsforBOKF, N.A.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am trying to access my mortgage account both on line and by phone but my password won't work. To reset my password I need my account number which I don't have. I called ********************** to reset my password and gave them all my personal information but the phone agent wanted some other part of the property address which I have no idea he's talking about. He said he couldn't verify me without this part of the address that I didn't know. I asked to speak to a supervisors as the agent couldn't or wouldn't help me. He refused to transfer me to someone who would help.Meanwhile I have no way to access my mortgage.

  Customer response

  06/27/2024

  Thats the only address I have. 

  Business response

  06/27/2024

  Researching and preparing response

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My name is *******************************. On Tuesday, June 4th at 2:32am, my boyfriend, *****************************************, attempted to deposit cash ($310.00) into my debit card **************** Card) using an *** at Bank of Texas - ************* (**************************************************************). It was a misunderstanding, he had done this with his own debit card at two different banks and he assumed it would work with my card as well. However, when he deposited the money it did not deposit anything and the *** basically ate the money and printed out a receipt (attached to email) that said transaction was not allowed then the screen said Out of Service. We understand this was a mistake on our end, however, since yesterday we have been in contact with Bank of Texas, **************** and ******. Everyone has basically been pointing fingers at each other on what it is we should do and we are basically going in circles. While we understand the reasoning behind the things both parties have told us, we should still be allowed help from someone to try and get our money back. When we contacted/in-person Bank of Texas they said:"We can't file a dispute because you are not a client of ours""Your bank should be able to file a dispute and then contact us""We can't call ****** to service this situation because there is no dispute""We do not service the *** we just own it"When we contacted Prosperity Bank:"We have no record of any transaction and the *** is at a different bank so we can't file a dispute""Bank of Texas should be able to service you by having them contact the *** services to check the *** and see what is in the rejection slot"When we contacted ******:"We only service the *** we do not own it""We would need a dispute from the bank"With this said, we are just trying to get our money back, trust that we don't want to keep bugging everyone but we will until someone is able to help us resolve this issue.Attachments: the amount withdrawn from boyfriends uber card plus $10 cash,receipt of ***

  Business response

  06/20/2024

  Please see attachment for response

• Initial Complaint

  04/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have just found out from my CPA that Bank of Texas has not filed my federal or state taxes out of my trust fund for the last 3 years. They are expecting me to pay over $500,000 which is approximately 1/4 of my retirement

  Customer response

  04/17/2024

  I was told corporate headquarters was in ***** but I am working with the Bank of Texas with address P.O. ***************************  The branch I deal with is located in Texas with administrator ********************* and Investment *********************.

  Customer response

  04/23/2024

  Consumer
  Most Recent Message
  Date Sent: 4/17/2024 6:20:48 PM
  I was told corporate headquarters was in ***** but I am working with the Bank of Texas with address P.O. ***************************  The branch I deal with is located in Texas with administrator ********************* and Investment *********************.

  Business response

  05/03/2024

  Please see attached for resolution.  Thank you 

• Initial Complaint

  04/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am having trouble with payment my mortgage. I requested an employment forbearance. I was told a request was entered and I would hear something in 48 hours. I was also directed to a website. I attempted to go to the site and fill out the application as well. The application system does not seem to process or be working. I have called three times and received three different answers. I feel like I have had to beg someone to actually listen to me. The third person ***** was very nice and finally understood. But there does not seem to be anyone I can speak to to get clarity and to even make sure my application was received. I asked for a manager but was told there is not a manager that can get on a call and I would have to wait 48 hours for one to call me back. I would like a manager or someone that can assist me to call me back.

  Business response

  04/02/2024

  Researching and preparing response.

  Customer response

  04/02/2024

  I am rejecting this response because:   I do not see a response from the business in this response; therefore, Im not able to accept it because I do not know what it is.  
  

  I spoke to someone at the business today because an internal complaint voicing my concerns was taken yesterday when I called.  But this was not from the bbb complaint.  Can someone provide me the businesss response? Im sure its fine, but I cant see it.  

  Business response

  04/03/2024

  Please notify the recipient that we are researching and preparing the response as the complaint was just received on Tuesday, 4/2/24.  We will upload the final response after doing our research.  Thanks, Complaint Monitoring

  Business response

  04/11/2024

  Please see attached for final response.

  Customer response

  04/11/2024

  I have reviewed the business response and accept this resolution.  However, I do hope that better processes as well as maybe additional training is put in place to assist clients.  After the initial complaint was filed, the experience continued to decline unfortunately.   Thank you so much for attempting to resolve this.   It was truly appreciated.   

• Initial Complaint

  04/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The company was supposed to send me a check for closing out my account. They claim they sent a check out on February 13 2024. I never received it. They emailed me a form to fill out and get it it notorized. To stop payment on the check they sent out on the 13th of Feb. And so they could reissue another check. They claim they sent another check out on march 20 2024. I still haven't received the check. The money is what was being taken out of my 401k every week . Then i was let go of.

  Business response

  04/02/2024

  preparing and researching response

  Business response

  04/09/2024

  please see attachment for response to client.  Thanks. 

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My father banked with Bank of Oklahoma he recently passed. He had no estate no property no wife just one child myself. There is no heir but myself with a will. They do not recognize ***** that state the person is in charge of financial. They are making me get a probate attorney just to get the money that's left in the bank. There is no need for probate for just a bank account. That would cost thousands just to get what little left in his account. My husband did not have to go through this when his mother passed away with her bank. Be aware of this bank so you do not go through what I have been through during my time of grieving.

  Customer response

  01/05/2024

  I filed a complaint but got a response back today from Bank of Oklahoma. I can close the complaint.
  
  K ******

• Initial Complaint

  11/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  since August 2021 I have been trying to get a disbursement of funds from a retirement account that was opened with them on behalf of my former employer. For over a year they have always conveniently never gotten any of my paperwork. I have mailed it and faxed it since this is the ONLY way they will accept the information. Both ways they have never gotten it and I have even certified mailed it as they have said it should be done. I have been told I would get call backs from employees and managers to help me take care of this with NO response. I am now being told all of my funds will be taken by next month if I do not take care of this. I called today and was ever so rudely told by Karen the same thing as always and she wouldn't allow me to speak with a manager or anyone else who would actually help. I am just needing to get this account handled quickly and efficiently.

  Business response

  02/23/2023

  Business Response /* (1000, 5, 2022/12/02) */ Please see attachment for resolution. Thank you

• Initial Complaint

  11/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a credit card with bestbuy managed buy city Bnak and upon cancellation of the service they are intentend to refund me with an amount of $61 since september 2022 and until now I never received any check, I called customer service about 2 time and each they said the request has been made and check will arrive and I got nothing, today on november 9 I called again and spoke to supervisor Michelle who stated no check was issued and she will request it again that I should get it buy next week, I been hearing the same information since September and I need somdone to step in please

  Business response

  02/01/2023

  Business Response /* (1000, 5, 2022/11/13) */ Details in complaint reference City Bank, based on the information provided this individual does not have an account with BOK Financial. If complaint is related to BOK Financial, please provide more details in order to help locate client in servicing system.

• Initial Complaint

  09/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 28, 2022, I made an ATM withdrawal of 1000 Mexican pesos and was charged another 174 Mexican pesos in fees for a total transaction of 1174 Mexican pesos. I approved this transaction and received the 1000 Mexican pesos in cash from the ATM machine at the BBVA bank in Cozumel, Mexico, ******** ***** ***, ** ******* *** *** ******* XXXXX San Miguel de Cozumel, Q.R., Mexico. On July 29, 2022, after returning to my home in Albuquerque, NM, I discovered that the Bank of Albuquerque had withdrawn 1,174.00 U.S. dollars. I contacted Bank of Albuquerque immediately on July 29, 2022, about the error and was advised to file a fraud dispute, which I did. This dispute was denied supposedly because I had used my PIN to approve the transaction. This was never a question of whether my PIN was used. I contacted Ismael Reyes at the 4901 Central Ave. Bank of Albuquerque location and he said he would escalate the issue. I waited three weeks and there was still no resolution, even after he escalated to his supervisor who never followed up with me. I contacted the Bank of Albuquerque ExpressBank and was advised by a manager named Jen that my only option was to file a short dispense dispute, which I did. On September 19, 2022, I called ExpressBank to get an update on the second dispute process and was told that this second dispute had also been denied. I was provided a copy of a document from BBVA in Mexico showing that the transaction was as I had said, 1000 Mexican pesos, plus 174 Mexican pesos in fees. However, because the Mexican banking system uses the dollar sign to indicate Mexican pesos, and USD to indicate U.S. dollars, the Bank of Albuquerque staff said that I had received dollars and not pesos and told me there was nothing that they could do to rectify the situation. I explained this repeatedly to them that Mexico uses the dollar sign to indicate Mexican pesos, not U.S. dollars, but this information was ignored and I was told there was "nothing else they could do."

  Business response

  01/24/2023

  Business Response /* (1000, 8, 2022/10/07) */ Please see attachment for resolution. Thank you Consumer Response /* (3000, 10, 2022/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Bank of Albuquerque's response to my complaint does not resolve my dispute. Their evidence is faulty and they have not addressed my concerns or returned the funds that were debited from my account in error. Please see the attached Response Letter ********** BBVA ATM Error.pdf. Business Response /* (1000, 16, 2022/11/05) */ Sent client rebuttal response on 11/4/2022. See attachment. Thank you Consumer Response /* (3000, 21, 2022/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response from BOKF. They provide no documentation for their claims. They do not contradict any of my documents or information. They insist on reading Mexican banking documents incorrectly. See attachments for details. Business Response /* (4000, 25, 2022/11/18) */ ***Document Attached*** Please see attached for response. Consumer Response /* (2000, 28, 2022/11/18) */ After over 100 days, countless hours and multiple complaints, letters, and a presentation of evidence that I never should have had to present, BOKF finally admitted that an error had taken place and returned my money. While I am glad to have resolved this dispute, I will say that it was outrageous the length to which I had to go to get my money back. I closed my account and will never do business with Bank of Albuquerque again, nor will I ever recommend them.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My account was closed due to an error that their on banker made , I provided proof of my account and they still closed my account. Very ridiculous

  Business response

  12/02/2022

  Business Response /* (1000, 5, 2022/08/26) */ Please see attached for resolution. Thank you Consumer Response /* (3000, 7, 2022/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not true , while on the phone with Bok i offered to call my bank while one the phone alto verify and that option was shut down . I would like the calls to be pulled and reviewed. Also I sent the screenshot of the BoK depositing money into my account . What is being said in this letter is not true . Business Response /* (4000, 9, 2022/09/07) */ Please see response. Thank you!

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