Complaints

• Initial Complaint

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PLEASE SEE ATTACHMENT

  Business response

  01/22/2025

  January 22, 2025
  
  
  ******** ******
  ******************************************************************************
  
  
  Re: Your Complaint to the Better Business Bureau Number 22815251
  
  
  Dear Mr. ***************** received your complaint via the Better Business Bureau and have concluded our investigation. Our findings are outlined below.
  
  After conducting a thorough investigation, we have determined that the information reported to the credit reporting agencies is accurate.
  
  Our records show that you opened an auto loan on May 2, 2023, in the amount of $455,796. As of January 17, 2025,the account is 194 days past due. The payment due on June 7, 2024, was made on November 22, 2024, resulting in the June payment being 168 days past due.Additionally, as of January 17, 2025, the July 2024 payment is 194 days past due.
  
  Regarding your home equity line of credit (HELOC), which was opened on July 24, 2023, in the amount of $289,000,our records indicate that the account is 47 days past due as of January *******. The payment due on November 1, 2024, was made on December 2, 2024,causing the November payment to be 31 days past due. Furthermore, the December 2024 payment is 47 days past due as of January 17, 2025.
  
  If you believe there are still discrepancies in our records or have additional supporting documentation, we encourage you to submit it for further review. Acceptable documentation may include proof of payment such as receipts or bank statements or any other relevant materials.
  
  If we can help you with anything further, please call our **************** Team at **************.
  
  Sincerely,
  
  Frost Bank

• Initial Complaint

  01/06/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Frost refusing to honor my fraud claims that are on my personal and business accounts with them They will not retrieve my funds and they dont care that I was stolen from Its very sad

  Business response

  01/23/2025

  January 23, 2025
  
  
  ***** E ********
  *****************
  ************************
  
  
  Re: Your Complaint to the Better Business Bureau Number 22766468
  
  
  Dear Mr. ******************* received your complaint via the Better Business Bureau and have concluded our investigation. Our findings are outlined below.
  
  In order to properly investigate your claims regarding fraud on your personal and business accounts, we will need additional information to assist us in identifying the transactions and accounts in question. Specifically, we request the following details:
  
  Account numbers or the last four digits of the affected accounts.
  Details of the disputed transactions, including dates, amounts, and descriptions.
  Any other supporting documentation, if available.
  
  Providing this information will allow us to promptly investigate and address your concerns. If you have any questions or need assistance, please dont hesitate to contact our **************** Team at **************.
  
  Sincerely,
  
  Frost Bank

• Initial Complaint

  01/02/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a savings and checking account at ************************** checking was hacked in Oct for 1309 for **** eats and **** rides..880 in one day..A five day of transactions and the bank never alerted me..I only found out by checking to see if my Ssi check had been deposited..I filed a dispute in October and the bank is still giving me the run around ..even though he merchant has provided them with the person who did these transactions address phone number and email..This is ridiculous..When I have over ****** in that bank..This has cause me emotional distress being that I am 67 years old..This is not a customer friendly bank.

  Business response

  01/09/2025

  January 9, 2025
  
  
  ***** ******
  ***************************
  *****************
  
  
  Re: Your Complaint to the Better Business Bureau (BBB) Number 22749106
  
  
  Dear Ms. ***************** received your complaint via the BBB and have concluded our investigation. Our findings are outlined below.
  
  On October 22, 2024, Frost received your dispute for 22 transactions occurring between October 15 and October *******, totaling $1,309.18. Provisional credit in the amount of $1,309.18 was applied on October 24, 2024, and correspondence was mailed the same day,advising you of the credit provided and that you would have full use of the funds during our investigation.
  
  As part of the process, Frost works with **** to obtain the necessary documentation from the merchant. This documentation was mailed to you on December 4, 2024, requesting that you review the merchants response regarding the dispute filed for $143.57 and provide a response if you wished to continue with the dispute. On December 19, 2024, we received your request to proceed. Upon further examination, it was determined that the merchant had already issued credits of $90.37 on October 15, 2024, and $143.57 on October 17, 2024. Correspondence was sent to inform you of these credits and to notify you that the provisional credit of $233.94 would be debited from your account on January 14, 2025.
  
  On December 10, 2024, we provided notification regarding additional transactions totaling $109.60 and $34.49 and again requested your review. As of today, we have not received your response to this notification. However, our Dispute teams review found that the merchants documentation did not reflect your account information. Therefore, we have continued to advocate on your behalf.
  
  Please be assured that your dispute remains under active review, and we are committed to resolving it accurately and fairly. Once the review is complete, we will notify you of the final outcome for the remaining open transactions and any necessary adjustments to your account.
  
  We appreciate your patience and understanding as we work diligently to resolve this matter. If we can help you with anything further, please call our **************** Team at **************.
  
  Sincerely,
  
  Frost Bank

• Initial Complaint

  12/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 22nd around 3pm I had cash and went to go deposit into an ATM at my nearest Frost Bank, as I put the money into the **** the machine shuts down and restarts, and did not deposit into my account, and did not get a receipt or anything because the machine just completely shut off once I inserted my money. I talked to a representative from their customer service line and after arguing and going back and forth after she was trying to tell me the investigation was going to take up to 45 days, I finally was able to get them to credit me MY MONEY. I needed the money for food bills and PLUS ITS THE HOLIDAYS and times are already tough when it comes to money. It is now Christmas Eve and I see they took back the credit and put my account into the negatives, money I couldve used for gifts, food, gas, and other stuff for the Holidays GONE bc their faulty ATM machine is broken. And now Im suffering financially and have to wait until after Christmas to even try and get MY MONEY back that their ATM stole from me. This is the 2nd time this has happened to me at the same branch and Ive made a complaint to the BBB about their faulty **** this is completely unacceptable and frankly feels unethical making me wait 45 days, 2 days before Christmas, now Im broke and my account is in the negatives on Christmas Eve this feels so sad and discouraging. Frost Bank needs to make this right especially this being the 2nd time happening to me. Please BBB do something about this, and make them make this right.

  Business response

  01/03/2025

  January 3, 2025
  
  ***** ****
  710 Texas Ave
  *********************
  
  
  Re: Your Complaint to the Better Business Bureau (BBB) ID # ********
  
  
  Dear Mr. *************** have received your complaint through the BBB and have completed our investigation. Below, we outline our findings:
  
  As mentioned in your complaint, on Sunday, December 22, 2024, you attempted to deposit $215 in cash at the Frost ATM located at our **************************. Unfortunately, you encountered an error during the transaction. On the same day, when you contacted our ************************** team, a dispute was initiated for the missing deposit, and an interim credit of $215 was issued to your account.
  
  Interim credit is provided as a courtesy to ensure customers have immediate access to funds while awaiting provisional credit during a dispute investigation. However, interim credit is temporary and typically reverses during overnight processing. We apologize that this was not explained to you during your initial call.
  
  On December 24, 2024, provisional credit for the $215 was applied to your account for your use while the investigation continues. Our dispute team will notify you in writing once the process is complete.
  
  We sincerely apologize for any inconvenience this issue may have caused and appreciate your patience as our dispute team works with the vendor to finalize the internal processes. This includes validating accounting journals and resolving the technical error to prevent future occurrences.
  
  If we can help you with anything further, please call our **************** Team at **************.
  
  Sincerely,
  
  Frost Bank

• Initial Complaint

  12/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hardly ever leave reviews but this one is necessary. We went to make a deposit for our business account on 11/29/24. The *** machine took the money and never deposited it to the account. It popped out a receipt that said error and to contact the financial institution. The tellers were still there but said that the *** is managed by a different company and they had no control of it. This is the worst customer service. The *** is at the ********************** location with Frost on it. I'm highly disappointed that I left with no resolution and no money. It was a high value deposit. Our business has bills that came out on the first and we were told there would be no resolution until Monday possibly but that the money wasn't there and there was nothing they could do. Its now been over a week and no resolution and we have also been charged overdraft fees and any money that goes in is being taken. We pulled the money out due to what is going on and we do not trust our money in that account and they have yet to find our money. I will be closing our business account immediately after I get my money back. Business owners know that for a bank *** to take hundreds of dollars and error and have to be left leaving with the money gone is absolutely wrong.

  Business response

  12/16/2024

  December 16, 2024
  
  
  ****** ******** Suave Elite, LLC
  ****************************
  ****************
  
  Re: Your Complaint to the ********************* (BBB),ID Number ********

  Dear Ms. ****************** received your complaint via the BBB and have concluded our investigation. Our findings are outlined below.

  As you indicated in your complaint, on Friday, November29, 2024, you attempted to deposit cash at the Frost ATM located at our ****************************** but encountered an error during the transaction. When you requested assistance, our **************** Manager advised you to submit a dispute for the transaction so Frost could open a case with the vendor who maintains the Frost ATMs. We received a dispute for a missing deposit in the amount of $450 on Friday, November 29, 2024, and a researcher was assigned the same day.
  
  On Monday, December 2, the **************** Manager called you again, assisted you with refunds for overdraft fees, and has remained in contact with you. On December 9, 2024, provisional creditin the amount of the $450 was issued to your accountfor your use during the investigation. Frosts dispute team will notify you in writing when the process is complete. A copy of the provisional credit letter and your accounts transaction history reflecting the provisional credit and overdraft fee refunds is attached.

  We apologize for any inconvenience this issue has caused, and we appreciate your patience as the disputeteam works with the vendor to complete the internal processes needed to validate and document the accounting journals and ensure the technical error is properly resolved.
  
  If we can help you with anything further,please call our Customer ServiceTeam at **************.

  Sincerely,

  Frost Bank

  Customer response

  12/24/2024

  Complaint: 22654918
  
  I am rejecting this response because we were originally promise that this issue would be resolved the following Monday and we are now about a months mark. I need to get this issue resolved with this account so that I can close it and take my business somewhere else. Leaving this account open, in the standing, could negatively affect my business credit and my banking history. There was no mistakes on my end when I trusted to make a deposit with this institution so there was no need for a lengthy investigation. 
  
  Regards,
  
  ****** ********

  Business response

  01/03/2025

  
  
  January 3, 2025
  
  
  ****** ********
  ***************
  ****************************
  ****************
  
  
  Re: Your Rejection to our response to your Better Business Bureau (BBB) Complaint # ********
  
  
  Dear Ms. ******************* received your follow-up to our response and are pleased to inform you that our investigation was completed on December 27, 2024. On the same date, a notice confirming this resolution was sent to you.
  
  Our research confirmed that an error occurred with the Frost Bank ATM during your transaction. Based on these findings, the provisional credit of $450 issued to your account on December ******, has now been made final.
  
  We sincerely apologize for the inconvenience and frustration this matter has caused and appreciate your patience and understanding throughout the process.
  
  Sincerely,
  
  Frost Bank

• Initial Complaint

  11/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called the branch located at ***************************************************************, and unfortunately, the experience was disappointing. While a couple of fees were refunded, I explained that some of the fees were assessed due to minor account balancesamounting to mere cents. Despite this, the representative refused to waive them as a courtesy. Initially, he mentioned he would review them, but ultimately claimed he could not waive the fees regardless. The person whi i spoke with who is in charge of my account is **** as per what he mentioned Customers go through challenging situations, and this lack of understanding and empathy is unacceptable. I also spoke with *****, and the experience was similar. Many agents Ive interacted with through the app seem indifferent, focusing solely on providing scripted responses instead of genuinely assisting customers or showing empathy, which should be a cornerstone of customer service.This kind of behavior is absolutely unacceptable and needs to be addressed. I recently assesed 105!!! in fees if frost can also uodate to real time it will be super helpful for many people My phone number is ************

  Business response

  11/29/2024

  November 29, 2024
  
  ***** *****
  ***********************
  ******************
  
  Re: Your Complaint to the Better Business Bureau (BBB) Number ********
  
  Dear Ms. ******
  
  We received your complaint via the BBB and have concluded our investigation. Our findings are outlined below. 
  
  Our records show that your account ending in 9302 was opened on February 6, 2024. Since account opening, you have incurred $350 in overdraft fees, of which $105 have been refunded as a courtesy. The $105 currently in question is tied to three transactions that posted on November 18, 2024, which exceeded Frosts $100 Overdraft ***** limit.
  
  Discover $29.95
  Comenity Pay $15.00
  Cash App (**** ******) $19.00
  
  Frosts Overdraft ***** feature allows accounts to be overdrawn up to $100 without fees. However, transactions over $5 that result in a balance exceeding negative $100 are subject to overdraft fees under our standard practices. As part of the account opening process, we provided a copy of our overdraft disclosures outlining the terms, fees, and limits. You accepted Debit Card Overdraft Coverage, which authorized Frost to approve and pay overdrafts on your debit card transactions. For your reference, a copy of the documentation is attached.
  
  Frost representatives explained the option to remove the overdraft courtesy feature to help prevent future fees and offered to connect you with the overdraft courtesy department. You chose not to proceed with these options. On November 21, our **************** Manager attempted to contact you but was unable to reach you. An email was sent notifying you of this attempt and offering further assistance.
  
  We are committed to addressing your concerns and helping you avoid future overdraft fees. To discuss options such as removing the courtesy overdraft feature or adjusting account settings, please call our **************** team at **************.
  
  Sincerely, 
  
  Frost Bank 

• Initial Complaint

  11/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Im always treated like c*** at this bank simply because Im black and they refuse to actually help. They closed my card w/out my permission and any merchant trying to put my money back on my card gets kicked back even though frost said the funds should go back to the account since its the same account different card. I reached out to both merchants who advised reaching out to my bank and my bank is saying to reach out to the merchant. Frost bank repeatedly allows people to basically steal my money but if I were white this wouldnt even be an issue. Its no wonder they keep getting sued.

  Business response

  11/21/2024

  
  
  November 21, 2024
  
  Wynisha ******
  *******************************************************
  ****************
  
  Re: Your Complaint to the Better Business Bureau (BBB) ID #********
  
  
  Dear Ms.******:
  
  We received your complaint via the BBB and have concluded our investigation. Our findings are outlined below.
  
  Our **************** Manager, ****** ******, recently attempted to contact you to discuss this matter further. Please return her call at your convenience to address any remaining concerns.
  
  Thank you for sharing your feedback with us. As part of our investigation, we reviewed your recent calls to Frosts ************************** and visits to *********************** ****************s. Frost ************************** Agents are equipped to help customers submit all transaction disputes. Our investigation revealed the employees who assisted you did not understand the dispute process and referred you to a financial center in error. These interactions contributed to your negative experience with Frost, and we sincerely regret the error. We have documented the issue, alerted senior management, and retrained employees as a result of your concerns. 
  
  We acknowledge that our personal banker should have assisted you in submitting your merchant disputes during your visit on November 4, 2024. Please be assured, we have addressed this matter with the employee, and we apologize for your experience. Frost offers merchant disputes as a courtesy through our debit card partner, ****. While outcomes are not guaranteed, Frost is committed to helping customers submit disputes to allow **** and the merchant the opportunity to review the case.
  
  The personal banker indicated the transactions you attempted to dispute were from ****** for about $30 and from ****. Our records show credits have been issued by both merchants.A credit of $37.98 from ****** posted to your account September 17, 2024, and a credit of $30.21 from **** posted to your account November 12, 2024. If these credits are not related to the transactions you attempted to dispute, please call Ms. ****** at ************** or Frost ************************** at ************* so we can assist you with submitting these merchant disputes.
  
  In your complaint, you requested a refund of $119. This amount is similar to a debit from Pay Pal of $119.98 on October 17, 2024. We also see a credit from Pay Pal on November 18, 2024, in the amount of $119.98. Again, please let us know if this offsetting credit does not resolve your dispute.
  
  We have researched our transaction records and do not see any attempted credits that were blocked or returned to the merchant. Please provide the dates, merchant name, and dollar amount of the attempted credits to assist us with the investigation. Please be assured merchant credits to a cancelled debit card number will still be applied to your account.
  
  Our records indicate you filed a merchant dispute on October 5, 2024, for a transaction in the amount of $248.98. On November 13, 2024, we received documentation from the merchant which was mailed to you the same day. If you wish to proceed with this dispute, please review the documentation and respond within 15 days of the date of the dispute letter. You will be notified by mail once a decision has been reached.
  
  You also indicated in your complaint that Frost canceled your debit card without your permission. On October 5, 2024, while you were submitting a merchant dispute, you requested a new debit card after expressing concern the merchant had access to your current debit card information. If we misunderstood your request to cancel the debit card, we apologize. Then, on October 19, 2024, our fraud monitoring systems detected a transaction in ********. In accordance with fraud protection procedures, your card was temporarily locked to protect you from potential unauthorized activity. When you called Frost on the same day, you confirmed you were traveling, and we released the hold on your card immediately.
  
  Thank you for bringing your concerns to our attention and allowing us the opportunity to address them. We apologize for your recent experiences and remain available to assist you with your disputes.
  
  
  Sincerely,
  
  Frost Bank 

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  Business response

  10/23/2024

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

• Initial Complaint

  10/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  Business response

  10/11/2024

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

  Customer response

  10/11/2024

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

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

   Regards,

  Malone Smith

  Business response

  10/16/2024

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

  Customer response

  10/16/2024

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

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

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

  
  Regards,
  
  Malone Smith

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  Business response

  10/02/2024

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

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

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

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

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

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

  Sincerely,
  Frost Bank

*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. ↩