Consumer complaint received 2018-06-26
Company: ARVEST BANK GROUP, INC.
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
My dad passed away without a will in XX/XX/XXXX. I contacted Arvest to  provide them with a death certificate and other court documents to move the process along. I discovered in XX/XX/XXXX that my dad seemed to have a lockbox with Arvest. I have recently found out that it was opened as part of a joint account with his wife at the time who he divorced in XX/XX/XXXX. The joint account was moved solely into my dad 's name. I contacted Arvest in  XX/XX/XXXX and provided them with the lockbox information. They indicated no fees were due at this time as the lockbox was free with the checking account but that I could check back to make sure nothing was changed as the account needed to be closed and transferred into an estate account. They indicated I would need a letter from the court listing the specific lockbox information. I notified my estate attorney of this the same day. I called Arvest again in XX/XX/XXXX to confirm the same. I was told by another representative of the process. I provided the lockbox information to which they indicated fees were owed. I asked if they could send me an invoice as I am out of state. I once again confirmed that once I pay the fees and provide the document from the estate, I would be able to close the lockbox. When I received the invoice, I contacted a local assistant branch manager via e-mail to confirm where to send the check to. She indicated since she is familiar with the situation, I could mail the payment to their location and she would make sure it was taken care of on XX/XX/XXXX. The check was cashed by Arvest XX/XX/XXXX from my personal account. The court approved the document listing the lockbox number and specific address for its location. I sent the requested document to the same assistant branch manager on XX/XX/XXXX. She responded the next day with, " Unfortunately we will not be able to close the box because there is joint owner on the box. The joint owner would need to be the one to close the box. '' I let her know this was the first time I was hearing of any joint owner. I then provided her with a copy of the divorce decree that same day. She responded the day later indicating, " Unfortunately the court didn't know there was a joint owner on the box, and divorce does not change the ownership of the box - We will not be able to close the box without the owner. '' I expressed my disappointment that same day in a professional manner but heard nothing further from her. I did receive a voicemail from a new representative ( XXXX ) on XX/XX/XXXX. I attempted to call her back that same day as well as XX/XX/XXXX and XX/XX/XXXX. I left messages with three separate individuals who said she was the only one who could help me and they would have her call me back. Upon consulting with my attorney, I reached out to the assistant branch manager via e-mail on XX/XX/XXXX requesting reimbursement of the fees I paid and a copy of the lockbox agreement. I called XXXX this morning and was able to reach her. I let her know of the situation to which she indicated the assistant branch manager had forward her my most recent request but there was nothing they could do without a document from the court. I reminded her that I already received such a document and sent it over earlier in the month. She indicated she would follow-up and get back to me. Before I let her go, I asked why Arvest would send me a bill if I had not been previously told that paying it was  necessary. She indicated that the address for the account was updated when the account changed. She called back roughly an hour later to let me know that the document I had was not sufficient. I asked for a refund. She refused. I asked for a copy of the lockbox contract. She refused. I asked if she could send me such denials in writing. She refused. She was incredibly short during both conversations and was clearly set on irritating me so I would hang up or give her an excuse to hang up on me. I called the assistant branch manager as she has been the most helpful. I let her know of the situation and what I needed. She kept putting me on hold and I asked her to please e-mail what specifically I needed so I could return to work. I have not received any further response from Arvest and feel that I am once again being treated unfairly.

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