Consumer complaint received 2018-01-19
Company: ARVEST BANK GROUP, INC.
State: OK
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Wrong amount charged or received

Complaint:
On XX/XX/XXXX at XXXX XXXX, we went in to open a new checking account. We had {$2700.00} cash to deposit into the new account. The woman opening our account asked us how much money we had, we told her a little over {$2700.00}. She took the money from her desk back to the teller station to deposit it. She did not count in front of us before she took it. She came back with a deposit slip of {$1300.00}. We told her that was wrong and her reply was " Well the machine is n't wrong. You can call back in the morning to see if the drawer was off. '' By this time it was XXXX XXXX and they were closing the lobby. We left to make sure no money was left at home. 

XX/XX/XXXX, we went back to the bank when the lobby opened and asked to speak with the branch manager. The branch manager had n't made it in yet so we talked with the assistant branch manager. We told her the situation and she advised us to file a dispute. She pulled the screenshot of the deposit that was made on the bill counter and we immediately told her it was wrong because there was no {$50.00} bill counted and we know for fact there was one {$50.00} bill on the bottom of the stack of money. While she was filing the dispute, the computer had messed up to where she could n't answer all of the questions. She told us she had to add them in the comments. She said we should hear something soon on the dispute. 

XX/XX/XXXX, we went back to the bank to check on the dispute to learn from another bank employee that the dispute was never finished. She tried to complete the questions but was n't able to due to not being the one to file it. She called the branch manager and was told the branch manager had to do it and would finish it that afternoon. We were then told that the dispute would take ten business days and we would be notified by mail. 

XX/XX/XXXX, I called and talked with the branch manager to verify that the questions were answered and the dispute was filed and she assured me it was taken care of the day before. 

XX/XX/XXXX, I called to talk with the assistant branch manager to check on the dispute. she was on the phone. I left a message to return my call and never got a call back. 

XX/XX/XXXX, I called customer service to check the status on the dispute the person I talked to could not find it on our account. She then called the local branch employee who filed it to figure out what was going on. She then told me that employee would give me a call tomorrow due to the dispute office being closed for the day. Never got a call back. 

XX/XX/XXXX, I called customer service to check the status of the dispute and possibly talk to someone higher up since the branch manager had failed to return calls. Customer service found the dispute and attached another file to it and told me they would review it again. I also filed a complaint.

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