Consumer complaint received 2026-07-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: ARVEST BANK GROUP, INC.
State: OK

Complaint narrative:
I am submitting this complaint to request your assistance regarding the handling of multiple fraud claims involving Arvest Bank. I believe these financial institutions failed to conduct reasonable and thorough investigations into unauthorized transactions that resulted in the loss of my money. On XX/XX/XXXX, I left the United States to travel to XXXX and did not return until XX/XX/XXXX. While I was in XXXX, I discovered that my wallet was missing. Because I was outside the country, I wanted to wait until I returned home to make sure that I had not accidentally left my wallet in my vehicle or at my residence before reporting it as lost or stolen. After returning to the United States on XX/XX/XXXX, I thoroughly searched my home and vehicle but was unable to locate my wallet. At that point, I determined that it had been lost or stolen and promptly filed a police report. After discovering that unauthorized transactions had been made using my accounts, I immediately contacted Arvest Bank to report the fraud and opened fraud claims with each institution. The fraudulent losses are as follows : Arvest Bank : {$2300.00} The total amount of my losses is {$2300.00} I fully cooperated with each bank 's investigation, answered their questions, and provided all information they requested. Despite my cooperation, each bank denied my fraud claims and concluded that I had authorized the transactions. However, none of the banks provided me with any evidence proving that I personally made these purchases or authorized anyone else to make them. They have refused to provide documentation explaining how they reached their conclusions. I am especially concerned that the banks failed to conduct a thorough investigation. To my knowledge, they did not request or review surveillance camera footage from the merchants where the transactions occurred, did not attempt to identify the individual who physically made the purchases, and did not gather other available evidence that could verify who was responsible for the unauthorized transactions. Instead, they simply concluded that I made the purchases without providing any factual evidence to support that conclusion. I believe these investigations were incomplete and failed to meet the standard of a reasonable fraud investigation. Rather than gathering available evidence, the banks relied on assumptions while ignoring information that could have identified the person responsible for the fraudulent activity. I respectfully request that the Consumer Financial Protection Bureau investigate the handling of my fraud claims by Arvest Bank. Specifically, I request that these institutions be required to : Conduct new, independent, and thorough investigations into my fraud claims. Explain in writing the evidence they relied upon in denying my claims. Provide copies of all investigative documents, notes, recordings, and records related to my fraud investigations, to the extent required by law. Obtain and review all available evidence, including surveillance camera footage, merchant records, receipts, transaction information, and any other evidence that could identify the individual who conducted the unauthorized transactions. Reimburse me for my losses totaling {$2300.00} if the investigations determine that the transactions were unauthorized. I am prepared to provide supporting documentation, including copies of my passport and travel records showing that I was in XXXX from XX/XX/XXXX through XX/XX/XXXX, my police report regarding my missing wallet, account statements, fraud claim correspondence, denial letters, and any other documentation necessary to assist with this investigation. I respectfully request that the Consumer Financial Protection Bureau ensure these financial institutions comply with their obligations to conduct fair, reasonable, and impartial fraud investigations and hold them accountable if they fail to do so.

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