Consumer complaint received 2023-08-22
Company: ARVEST BANK GROUP, INC.
State: OK
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
In the matter of resolution of fraudulent charges to our Arvest XXXX Card  Account with : Arvest Bank Dispute Resolution XXXX XXXX XXXX XXXX GA XXXX Case Number XXXX My wife and I have a joint VISA Card account with Arvest Bank XXXX Within this account, we each have been issued our own individual card with different numbers. 

On XX/XX/XXXX we discovered 6 charges had been made to our XXXX XXXX card account which neither I nor my wife made or authorized anyone else to make. At the time these charges were made, both our cards were in our possession and have remained in our possession to this date. These charges were made to our account using my credit card number ending in XXXX. 

Amount Merchant Name Transaction Date {$170.00} XXXX  XX/XX/XXXX {$9.00} XXXX  XX/XX/XXXX {$9.00} XXXX XXXXXX/XX/XXXX {$210.00} XXXX XXXXXX/XX/XXXX {$10.00} XXXX XXXXXX/XX/XXXX {$10.00} XXXX  XX/XX/XXXX NOTE : Initially there were 5 charges. XXXX in their response stated that for one charge of {$180.00} on XX/XX/XXXX the customer was then charged in separate amounts ( {$170.00} and {$9.00} ) based on their selected delivery option. 

Immediately upon our discovery on XX/XX/XXXX, my wife notified Arvest XXXX via phone and disputed these charges. The Arvest XXXX representative immediately canceled both our cards and initiated the issue of new cards to us in each of our names. 

In a letter dated XX/XX/XXXX ( copy attached ), Arvest Bank acknowledged receipt of our dispute on XX/XX/XXXX and stated that they had initiated an investigation and requested information from the merchant. ( We were previously advised by an Arvest XXXX representative that this may be turned into a fraud case. ) Also on XX/XX/XXXX, our Arvest XXXX account was credited for the total amount of the 6 disputed charges pending outcome of the resolution as stated in the Arvest letter of XX/XX/XXXX. 

In a letter dated XX/XX/XXXX ( copy attached ), Arvest Bank informed us that after review of all available information and documentation that they had determined no billing error had occurred and that we were responsible for the following disputed transaction : Merchant Name Transaction Amt Transaction Date Reference Number XXXX {$170.00} XX/XX/XXXX XXXX Arvest Bank reversed the temporary credit for this disputed transaction and charged the transaction amount of {$170.00} back to our Arvest XXXX account on XX/XX/XXXX. Also, attached to the XXXX letter of XX/XX/XXXX was a hardly legible copy of the merchants response that is quite difficult to read. 

Shortly after receipt of the Arvest Bank letter of XX/XX/XXXX, my wife called XXXX XXXX to see what recourse we had and how best to refute XXXX findings and determination stated in their letter. The XXXX XXXX representative recommended we write a detailed letter and include any information and documentation that would further support our initial dispute of this transaction and our disagreement with XXXX VISAs findings and determination. The representative also recommended that we include screen shots of my XXXX purchase history covering the time period of the disputed transaction. 
Attached is a copy of our letter that we wrote and I signed on XX/XX/XXXX. Included are copies of the XXXX attachments to our letter ; i.e., my XXXX XXXX XXXX for that period and XXXX XXXX. We sent our letter as directed to Arvest Bank Dispute Resolution via XXXX First-Class Mail with tracking which shows it was picked up at the XXXX, GA XXXX XXXX XXXX XX/XX/XXXX at XXXX am. 

To this date, Arvest Bank has yet to respond to our letter of XX/XX/XXXX. We have called Arvest XXXX at least twice now requesting status of our letter and disputed transaction. All of the Arvest XXXX representatives that we have spoken with have been most polite. Too, each of the Arvest XXXX representatives of late has acknowledged that they have received our letter. However, our conversations with them have not helped us in getting our dispute resolved. The Arvest VISA representatives cant or wont transfer us to someone in the Arvest Bank Dispute Resolution Department who can help us. The story that we get each and every time from the Arvest XXXX representatives is that all they can do is take our information along with our request to reopen our dispute for further review. They then tell us that we should be getting a written reply from the Arvest Bank Dispute Resolution Department in 8 to 10 working days. However, we never hear from them. The last time one of us spoke with an Arvest XXXX representative was when I called on XX/XX/XXXX. Still to this date we have not received a reply to our letter of XX/XX/XXXX. 

In a letter dated XX/XX/XXXX ( copy attached ), Arvest Bank notified us that our dispute of XX/XX/XXXX for the other 5 transactions had been resolved in our favor. This leaves only the one disputed transaction in the amount of {$170.00} on XX/XX/XXXX that has not been resolved to our satisfaction.

Company response to consumer: Closed with explanation