Consumer complaint received 2023-11-08
Company: ARVEST BANK GROUP, INC.
State: AR
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I am XXXX XXXX. I want to file a formal complaint against Arvest Bank, specifically, against the branch located at XXXX XXXX XXXX, XXXX XXXX, Arkansas, XXXX. I transferred XXXX to my Arvest account on XX/XX/XXXX from my XXXX XXXX  account. I went to the named location about XXXX XXXX  to withdraw the funds on Saturday XX/XX/XXXX. I presented the teller with my state drivers license and debit card for verification of my identity. I was told by the tellers that it could take up to XXXX or XXXX hours to receive my funds because the back office needed to review my account to make sure my cash transfer wasnt fraud related. They told me to leave and they will call me when the back office reviewed my account. I informed the bank I will not be leaving. I need my funds before the XXXX or XXXX hours because I needed to handle some very important business. I didnt understand how it could take up to XXXX hours because the bank wouldve been closed and I possibly wouldnt have had access until Monday. I then asked for the back offices phone number so the teller provided me with a XXXX number. I then called that number, the representative stated my funds are not on hold and she doesnt understand why Im not able to withdraw my funds out of the bank. The representative then called the named branch and the tellers told her it was up to the Branch Manager to give me the funds. It was almost closing time at this point, around XXXX. I had been at the bank for almost XXXX hours at this point trying to withdraw my cash transfer and its XXXX minutes until closing. I asked the teller for an update, the teller explained that the back office had not emailed back and I may not get my money on that day. She also advised me to leave that location and try another location. Which didnt make sense because I wouldnt have made it to another location before closing time. I then decided to leave the drive thru and go into the bank. I had teller XXXX call the branch Manager XXXX. I explained to XXXX that Arvest was illegally holding my funds from me and by doing that Im missing out on my business opportunity due to waiting for XXXX  hours to get my funds. After threatening to file complaints with the appropriate agencies, I finally got my funds. He threatened to close my account. However, due to them illegally holding my funds, I was not able to make the necessary purchase for my business. I missed the window of opportunity. 

I spoke with XXXX on XX/XX/XXXX, which is the supervisor to XXXX. She explained there has been a lot of fraud and thats why I wasnt able to get my money timely. I explained to her that deposits are federally regulated, and its illegal to withhold my cash transfer. Her explanation to me, well you did get your money. I then explained to her after it was illegally withheld from me about XXXX hours. XXXX then stated the teller asked what I was going to do with the money. I explained to XXXX that it wasnt Arvests business what Im going to do with my money. I then asked to speak to her supervisor. 

I spoke with XXXX supervisor XXXX on XX/XX/XXXX. He also explained there has been a lot of fraud with XXXX XXXX and checks and thats why he put that system in place where funds coming from XXXX XXXX  will have to be reviewed by the fraud department. He explained they are doing this to all customers and Im the first person that has ever complained. He also informed, on the weekend, there's a skeleton crew and its not a guarantee that someone can review the accounts. I explained to XXXX that I understand the extra measures put in place to curb fraud, however, he should make sure the manpower is available on the weekends to handle these accounts in a timely manner. I also told him Im a customer, but was treated like I was a part of a fraud ring. I explained to XXXX that my cash transfer was illegally on hold for XXXX hours and it was unethical and not okay. XXXX then explained that hes going to continue doing it the way hes been doing it. Hes not going to change anything about it. I asked to speak with his superior, but he told me he was going to close my account and he hung up the phone.

My formal complaint is that Arvest did not provide their customers with a written disclosure stating a cash transfer from XXXX XXXX will delay the customer in withdrawing the funds from the bank and it also may hinder the customer in withdrawing the funds on the weekends due to the lack of staff on the weekends. As a result of Arvest actions, I wasnt able to complete my purchase for my business. I also feel like Arvest highly discriminated against me because of the color of my skin and Im being retaliated against by reacting to their unethical practices. Arvest is threatening to close my account.

I would like for the Branch to be investigated for their unethical practices. 


XXXX XXXX Phone : XXXX Email : XXXX Address : XXXX XXXX XXXX XXXXXXXX XXXX XXXX, AR XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation