Consumer complaint received 2024-04-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: CULLEN/FROST BANKERS, INC.
State: TX

Complaint narrative:
I have an account with Frost Bank that was just recently frozen by the branch manager. On XX/XX/24 I received by tax refund direct deposited into my bank account with frost bank the amount of my refund was overXX/XX/XXXX that was sent electronically directly from IRS treasury department to my personal account. On XX/XX/24 I walked into theXX/XX/XXXX to get a cashier 's check for XX/XX/XXXX, I am purchasing commercial property. I was asked by the banker to take a seat she took over 25 mins to get back to me and once she came back she asked me why did I receive that amount and that she had never seen any refund amount that high. I assured her that this is something I get every year and never had problems at my other banks before, she said that she needed proof that it came directly from the IRS even though it showed up as an electronic deposit from the IRS. I agreed to sign in to my IRS account to show the proof. I gave the banker XXXX XXXX my phone and while she was holding the phone I logged into my IRS.GOV account and pulled up my IRS Tax Account Transcript to prove that the amount came directly from the IRS, she screenshot the transcript and emailed it to herself. She then stated that she would have to reach to verify that the deposit came from the IRS after giving her the proof that it did, and that she would call me back by the end of day. I left the branch and about 20 mins later something told me to login to my online banking at that point I realized by online access was restricted. I then called the XXXX number and I spoke with a rep that advised me that the Branch manager placed a block on my account. At this point I became angry and now racially discriminated against, that an XX/XX/XXXX that looks like myself did not make that amount to be able to receive that large of a refund, however I DO!!! I just do not use Frost bank like that as it's a fairly new account and I was giving this bank a try and this happens. Later on that day I got a phone call back from The Branch manager and she stated that the IRS recalled my funds and that they did not feel comfortable continuing a relationship with me and they were going to close out my account. I disagreed with her and immediately called the treasury department to verify this information, and the treasury department advised that they had not recalled the funds their was no reason to and that the banker had provided me with false information. I called the XXXX number back and spoke to another rep told her the story and advised her I did not want to speak with the branch manager again, I explained my concern an also the issue of me feeling discriminated against and she assured me that a lady from the bank by the name of XXXX XXXX who is a vice president would be contacting me. It is now Wednesday XX/XX/24 and I have yet to have a resolution on this situation and I am very upset, due to the fact that this is a direct deposit directly from the IRS NOT A CHECK, and there should be no reason as to why my account is frozen for a direct deposit from the IRS ( not an unknown source, not a banking partner ) THE INTERNAL REVENUE SERVICE themselves. I feel very discriminated against and If my skin color was the same as hers I would not have had this problem.

Company response to consumer: Closed with explanation