Consumer complaint received 2024-12-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: INDEPENDENT BANK GROUP, INC.
State: TX

Complaint narrative:
Between XX/XX/XXXX and XX/XX/XXXX, Independent Financial allowed and knowingly allowed fraudulent charges to occur on the checking account ending in XXXX. These charges were from several different merchants. XXXX XXXX, XXXX XXXX in XXXX Oklahoma, XXXX XXXX in XXXX Oklahoma, XXXX 's, An ATM withdrawal from an XXXX. A XXXX XXXX  Charge, A XXXX  Charge, and a bunch of transfers from Savings to Checking etc. I did not conduct these charges. The account was subject to account take over fraud, due to a virus that occurred on the pc that had been used to try and register the online banking. I did not have access to Online Banking as Independent Financial Closed the Online Banking. Independent Financial, Did not text me or verify if the charges were legit or not they just allowed the fraud to occur. Normally a Banking institution would try reaching you to ensure that you conducted the transaction in question. Never once did the bank try to reach me by email or any other method. I live in XXXX, Texas. These charges occurred in the State Of Oklahoma, and not near me. I did not grant anyone permission to conduct the charges, and I did not grant anyone access to the account or to the debit card at any time. When I filed the fraud case on XX/XX/XXXX I cancelled the card immediately after being made aware of the charges. After I called in to check the balance on the account. I spent over an hour on the phone with their agent trying to file a dispute, she assured me she filed the fraud claim and expedited the debit card the same day replacement. She stated it would be {$50.00} and it ended up charging {$55.00} which I was not made aware of. I called back XX/XX/XXXX to Check on the Dispute, only to find out from their agent that they NEVER FILED the dispute / fraud claim. I was then told I would have to file a new fraud claim as they never received the previous fraud claim. Even though, I advised I called in XX/XX/XXXX and filed the fraud claim. After this independent financial sent a debit card and then later closed the debit card the same day without notifying me of such. Which I only found out when I went to use the card, and I had to call and customer service told me they closed the debit card and they would consider reopening one after the fraud claim was over. Then On XX/XX/XXXX I received an email from XXXX XXXX advising me that I needed to file a Police Report by XX/XX/XXXX at XXXX XXXX. I advised that I filed a police report but I would not be able to meet their deadline because XX/XX/XXXX was a federal holiday and I can not force the police department to file the report. I received a denial letter on XX/XX/XXXX Telling me they have denied my dispute because " Required Information was not received in the time allotted '' I sent the police report before the XX/XX/XXXX date, and the police report listed all of the charges from independent financial. Along with an identity theft affidavit. Independent Financial " XXXX XXXX '' Fraud Manager advised that he determined the dispute would be denied based on his REG E Review. That he conducted. I asked for Documentation used in the investigation, and I did not receive a single piece of documentation. I have requested documentation used in their investigation SEVERAL times. I was told by the customer service agent that the documentation they were requesting which they did not advise me of was a Police Report and it had to show the charges from Independent Financial, they advised the police report they received did not contain these charges, WHICH IS FALSE. So they denied the dispute based on incompentence and based on not following Regulation E - EFTA Act. Which states that unauthorized charges must be resolved within 10 Business days. 
if not resolved the bank must provide a full refund if they continue to investigate. XXXX advised he denied the reg e claim but that he is still investigating himself, Basically XXXX is not following Regulation E. Also in their denial letter it said If I wanted to request documentation used in their investigation I could do so by calling in to customer service. However when I called in They could not provide me any documentation. These charges occurred in another state. I provided an accurate police report which depicted the crime, Independent Financial told XXXX XXXX of the XXXX Police department they did not need the police assistance further. Lastly, The bank did not follow XXXX XXXX XXXX policy. The Bank did not follow the EFTA Act and they are not following Regulation E Guidelines. Since the Debit card was stolen along with the wallet, and my cell phone in a robbery this is not something that can be conducted intentionally. I do not believe the bank conducted a proper investigation, I believe XXXX XXXX conducted his own investigation with XXXX XXXX, The only letter I received was denial letters stating that I did not provide documentation in the appropriate time frame, which is false. Along with a two letters from XXXX XXXX which states the bank has decided to end the banking relationship, because the bank does not want to credit the fraudulent charges I did not conduct even after a Police report was filed stating the crime. See the response from the bank " After reviewing the complaint and investigating the disputed transactions, the Bank concluded that the disputed transactions in the Account were valid. Based on our findings, we believe that the activity on the Account was intentional and therefore we are unable to approve your claim. Additionally, due to our findings, a decision to end the banking relationship was made and the Account will be closed on XX/XX/XXXX. Please see enclosed copies of notices the Bank mailed to you on XX/XX/XXXX, XXXX " False Accusations listed above further, Stating that the bank conducted an investigation and that they have determined that the activity on the account was deemed to be " Intentional and that they are unable to approve the claim '' Secondly they state that the account is being closed due to their findings. At this time I do not believe a proper investigation was conducted and I believe this bank should be investigated for not following Regulation E Guidelines, and for failing to provide a proper refund of unauthorized charges, and for closing the persons account to try and wash their hands of the customer/ victim. The bank must follow XXXX XXXX liability policy, and if the bank denies the claim and or unauthorized fraudulent transaction claim they must provide sufficient evidence / supporting documentation AT MY request. I have requested the documents used in their investigation. These charges are fraudulent and were fraudulent, and I am not liable for these charges. The bank is stating that the charges were intentional, and valid. Yet no documentation to back or support their false accusations have been provided at this time. I am in my consumer rights to request supporting documentation. The Bank is showing they close any accounts of victims of fraud for no reason, Backed by their Customer service Manager XXXX XXXX and XXXX XXXX which have a good relationship in the bank to conduct SHADY Business. They stated they deemed the activity to be valid bias without supporting documentation to back their false accusations. I believe my accounts are being wrongfully closed, and I believe I am entitled to monetary relief of transactions I did not conduct.

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