Consumer complaint received 2019-07-09
Company: CULLEN/FROST BANKERS, INC.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Frost Bank is incompetent, when a banks sole job is to deliver proper protection of your accounts and money and they fail on doing one of their sole jobs you have the right to be extremely concerned! XX/XX/XXXX my account had an unauthorized withdrawal at XXXX # XXXX {$1400.00} at around XXXX XXXX, I had deposited {$1200.00} the XXXX before at an atm and lost my card that XXXX. I watch my accounts like a hawk, And was about to write a check for XXXX rent that day. On the XXXX  of XX/XX/XXXX i checked my account around XXXX and called it in right away. Went into the branch next to my place of employment at XXXX signed paperwork necessary and they credited my account the provisional credit and i thought it was all handled! I worked at XXXX right next door and went on with my day. LATER that XXXX  I get off work, and notice that {$1500.00} dollars was taken out of my account at a different XXXX # XXXX at XXXX!!! I reported that one the next day, but I had my card on me and was at work all XXXX and XXXX!! I went back into the XXXX XXXX branch and signed the paperwork again, and asked about getting a new account number because maybe that was the root of the problem due to my account being accessed without the card. 

I was then issued credits to my account, and went on with my day paying bills and getting a new phone and getting day to day life stuff done. 

Next day, they took back both credit adjustments!!! Leaving my account at XXXX!!! I called asking about it and was told the system didnt save over night, company wide provisional credits were not saved on accounts I dont know when they will be changed but should be this afternoon waited all day eventually the {$1400.00} credit went back on but the {$1500.00} did not so I called again and was told the credits werent supposed to be applied at all the {$1400.00} that you see will drop back off I asked how long this would take and he said within 10 days, and I hung up frustrated. 

I went on with life, borrowed money from family to pay XXXX rent and bills while I waited for 10 days to go by, it hit XX/XX/XXXX and I hadnt heard anything so I called my financial banker guy at frost bank XXXX XXXX, he said that this should all be handled by now, but I hadnt heard anything from anyone. He told me he would give me a call back and let me know what is happening but I never received a call or voicemail. 

I waited due to it being a holiday weekend and I went out of town to XXXX to see my family and planned on calling or hearing something on Monday. 

I called the frost bank XXXX XXXX  location at around XXXX, I spoke with XXXX who didnt seem like he knew what he was doing at all. He looked into the account and said that the {$1500.00} dispute got denied, I can send it to my manager to look over it and you can dispute it again but you will most likely get the same results and said hed call back or that I should CALL HIM BACK??? I called back at XXXX XXXX  and he was gone, another incompetent man put me on hold for 10 mins while he said he would get me in touch with XXXX. I hung up and called back and the gentleman said that XXXX wasnt there, WHY WAS I PUT ON HOLD FOR 10 mins????!!! 

He then told me that I should go to the XXXX XXXX and XXXX and talk to them. So I did, I gave them all the information and said it was disputed with the bank. I got the exact times for her that the transactions were made to look at the DVR footage. They jotted my info down and notes on the matter. The LP then called and said there isnt anything they can do other then my file a police report and the police decide if they want to move forward and that they cant be the ones looking at DVR footage. 

DO I NEED TO BRING PROOF FROM MY EMPLOYER THAT I WAS AT WORK??? I NEVER HAD BEEN TO AN XXXX EVER BEFORE WHY WOULD I START GOING NOW AND TAKE OUT THAT KIND OF MONEY WHEN I HAVE A BANK??! WHY ISN'T XXXX TAKING ID WHEN PEOPLE ARE TAKING MONEY OUT?????? DO I NEED TO START DOING PEOPLES JOBS FOR THEM BECAUSE I CAN.

Company response to consumer: Closed with explanation