Consumer complaint received 2022-06-13
Company: CULLEN/FROST BANKERS, INC.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/XXXX Frost Bank wrongfully reversed a provisional credit in the amount of {$220.00}, XXXX of XXXX provisional credits they provided. Despite providing an extremely narrow window for their customers to respond to a merchant 's response to an XXXX dispute of only 15 days, Frost refuses to mail the disputes by email or by certified mail to their customers. It is as if they are set up to find in favor of merchants while they disparage their customers. 

In XXXX, received a mailed dispute after it was lost in the mail for weeks, less than 1 day before the deadline stated in the dispute for me to respond. I emailed a PDF copy of the envelope as proof to XXXX, to request an extension because it was lost in the mail. I requested a written response. They never responded and instead reversed my {$220.00} provisional credit. 

As I am writing this, I am speaking with Frost Bank supervisor, XXXX, who has me on hold while she speaks directly to XXXX Disputes. I am asking for my {$220.00} provisional credit reversal to be approved and refunded immediately. She transferred me to XXXX who originally took my dispute. On past calls when discussing the unfair deadline requirement for consumers, supervisors have told me that if I miss a deadline then they will have lost all their power to confirm the provisional credit of {$220.00} and at that point, I have no choice but to accept the reversal, without the right to appeal. 

I've asked several times since the onset of my XXXX disputes, for the full refund of {$31000.00} for the merchant 's Texas Deceptive Trade Practices -- Consumer Protection Act ( DTPA ) violations and violations of the Texas Debt Collection Act ( TDCA ). XXXX has said they will not refund the full amount, despite knowledge of the laws and the merchant 's admitted violations of the law provided in their responses which included folios proving that they violated both laws in charging my account. 

As I am writing this, I am asking XXXX to find out the status of all 27 disputes, because I have only received XXXX of them to respond to and Frost is refusing to answer to the status of those missing 20 disputes, to which the merchant has never responded. Per law, as XXXX told me, if by XX/XX/XXXX the merchant had not responded to all of the disputes, then all of those disputes to which the merchant had not responded are then to be confirmed with the provisional credit originally provided. To date, Frost has not done that, instead they have provided no answers, and only 2 confirmations out of 27 disputes with nothing but excuses to delay the process. 

In addition, XXXX XXXX XXXX XXXX, from XX/XX/XXXX to XX/XX/XXXX charged me in excess of {$31000.00} in excessive room rate fees, committing acts of housing discrimination by evicting us because we asked for a credit for the fraudulent charges, fraud and false billing under the XXXX, which they violated by committing acts of false advertising and false billing. False billing also violates the TDCA. In a federal lawsuit, if filed, in the event that this matter can not be resolved out of court, the damages to Frost and XXXX XXXX XXXX XXXX, acting in conspiracy to enable a merchant to commit XXXX and XXXX violations, the relief would be for trebled plus extraordinary damages for injury including, but not limited to, damages for mental and emotional anguish and physical injury for causing me to suffer stress-related disorders including chronic XXXX, XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, and XXXX so severe it is now making it difficult for me to XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief