Consumer complaint received 2016-11-30
Company: ARVEST BANK GROUP, INC.
State: AR
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
I, XXXX, ( XXXX ) have an active & in good standing, VISA card from Arvest Bank-Security Bankcard Center , Inc. ( SBC ) XXXX XXXX XXXX XXXX XXXX OK XXXX Office : ( XXXX ) XXXX Cell : ( XXXX ) XXXX. I received VISA XXXX XXXX, in order to rebuild my credit after years of XXXX & medical problems. On XXXX XXXX XXXX, a company named XXXX ( XXXX ) out of XXXX, XXXX placed a fraudulent charge on my VISA card of {$70.00}. I contacted XXXX, demanded my money back, they laughed. I immediately contacted SBC, spoke to Customer Service first. I reported XXXX illegal charge on VISA. I asked what this was going to do to my credit scores & they gave me phone numbers to all XXXX credit bureaus & suggest that once I had talked to the fraud department at SBC, to call the Bureaus & place an alert. Transferred to the fraud department. They took all my information & told me NOT to pay the {$70.00} on my upcoming VISA bill, until after they investigate XXXX & the charge on my account. About a week later, ALL of my FICO scores dropped due to the {$70.00} XXXX illegal charge I was told not to pay by SBC. This {$70.00} was not even due or late but SBC had issued out the monthly statement & reported my VISA activity to all XXXX credit bureaus. The {$70.00} caused my credit usage to increase THUS the loss of FICO pts. I was upset & decided to pay the illegal XXXX charge of {$70.00} to avoid another hit FICO scores. My wife, XXXX, & I were in the process of trying to buy a home because the rental double-wide we were living in was dangerous to our health as is the land it is on. Plus, the landlord had been pressuring us to buy this rental property or he would sell it to the neighbor. He offered to owner finance us but because of the condition of the property and structures, we worked hard to buy our own home. After 1 year of on time paying VISAs, SBC had approved the release of our XXXX {$1200.00} CDs & we were issued un-secured VISAs in XXXX XXXX. The money from CDs was back into our Savings account at Arvest Bank to be used toward down payment of new home. We found XXXX properties, all which would help us with our XXXX, & get us out of the unhealthy mobile home we were renting. Time was of the essence & the pressure of buying from the landlord was heavy. He said, " buy or be evicted ''. I contacted Legal Aid of Arkansas to help fight the forced sale by the landlord. They were " advice only ''. I spoke to another attorney & he explained that we had enough time if we could buy a home in 2-3 months. We were ready and about to get a pre-approval letter from XXXX at XXXX. Then disaster happens to my XXXX ( XXXX ) FICO score. While my XXXX ( XXXX ) & XXXX ( XXXX ) FICO scores were enough for a home loan XXXX said he could approve the loan but the N/A on ( XXXX ) had to be fixed first. What happened? Around late XXXX XXXX XXXX, my ( XXXX ) FICO score dropped from the mid XXXX to N/A. My VISA card & its complete 12 month plus history was gone from my ( XXXX ) Credit report. I called fraud dept. at SBC & was asked if I had called the credit bureaus as instructed. I did but was only able to get ahold of a person at ( XXXX ). The ( XXXX ) person took my complaint & put code XXXX on my ( XXXX ) report stating " Fraudulent charge made on account. '' After I complained that I could not get a human being but only machines at ( XXXX ) & XXXX, the ( XXXX ) person also told me that she would contact ( XXXX ) & ( XXXX ) for me. ( XXXX ) report had the same Consumer statement as ( XXXX ), " Fraudulent charge made on account ''. No loss of FICO scores and/or removal of VISA card & its total credit history at ( XXXX ) or ( XXXX ). BUT, at ( XXXX ), MY VISA card & its history was gone & code XXXX stating " account fraudulent opened '' which IS NOT TRUE & NEVER stated by me. This destroyed all chances of receiving a mortgage for a new home. PLEASE SEE ALL ATTACHED DOCUMENTS.

Company response to consumer: Closed with explanation