Consumer complaint received 2020-12-22
Company: BOK FINANCIAL CORP
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/XXXX, I initiated a payment to a friend using the XXXX system in the amount of {$3000.00}. Minutes later, we decided to use a check instead, so, my friend refunded the {$3000.00} back to me using the same app. The app shows the refund was processed and returned to my bank card instead of the XXXX e-wallet. The problem is the funds were never credited to my bank card account either. On XX/XX/XXXX, I initiated my first support request with XXXX. XXXX with XXXX support responded XX/XX/XXXX by email, asking me to dispute it with my bank. On XX/XX/XXXX XXXX closed my case due to lack of communication. So, on XX/XX/XXXX I contacted my bank ( Bank of Texas ) to initiate a dispute through them. My bank opened a dispute but quickly closed it without further investigation or resolution because the source was XXXX. My bank refused to process a dispute through visa and told me to process my dispute through XXXX. XX/XX/XXXX I reinitiated my dispute with XXXX and began including my bank in the emails so that both XXXX and my bank could see that neither are taking steps to resolve my missing funds. Rather both XXXX and bank of texas keep pointing the finger at each other and telling me to resolve this with the other entity. 

From that point on, bank of Texas assigned me one point of contact, XXXX. She has at least attempted to resolve this but her hands are tied because of Bank of Texas policies involving disputes with internet transfers using e-wallet services. My complaint with Bank of Texas has to do with their policy to take no action to dispute if an e-wallet service is involved. This policy needs to be looked at and corrected. A dispute should be initiated with VISA no matter what if a consumer is complaining. 

XXXX on the other hand has grossly mishandled my dispute requests. No single point of contact has been assigned. I've had 5 different contacts with XXXX. XXXX, XXXX, XXXX, XXXX and XXXX. Each one sends one form letter email that repeats the same information of how they're taking over for the previous representative. They've reviewed my request, confirmed with Visa that my funds were returned and that I should dispute with my bank. Each time I respond back telling them my bank representative has been added to the email and I tell them my bank can not move further with their dispute. I ask for the visa proof each representative has cited. However, instead of providing the proof or escalating further, I then get another form reply email from a new XXXX representative that says the same thing the last representative wrote. It's like XXXX has hired robots that can't think or communicate. The only thing they can do is send the same email over and over and over and over and over again. 
Meanwhile my money is still in limbo. Neither XXXX nor Bank of Texas is able refund it. 
Please help. I've copied this in order to make 2 identical complaints. One for XXXX and one for Bank of Texas. If you're reading this. Please process it under the appropriate company I've filed the complaint against.

Company response to consumer: Closed with explanation