Consumer complaint received 2025-08-05 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: ARVEST BANK GROUP, INC.
State: OK

Complaint narrative:
Dear Dispute Resolution case number XXXX & XXXX I am writing to dispute a charge of [ {$310.00}, {$240.00}, $ XXXX ] to my [ credit account on XX/XX/year> ] and {$200.00} to my debit card associated with my checking account. The charge is in error because I did not purchase anything from XXXX, or XXXX XXXX. I attempted to buy {$25.00} worth of candles from XXXX XXXX XXXX and when I input my credit card & debit card information the screen flashed and declined the payment. A few days later I was charged the above charges. Again I have not purchased anything from XXXX. I never received any product from XXXX, I dont even know what they sell or say they sold me. 
I called immediately to report the fraudulent charges, canceled my debit card and credit card. When I called to report the fraudulent charges I went back to the XXXX candle company website and noticed the letters were misspelled in the web address ( indicated the website had been hacked ). 
Originally my XXXX Credit Card and Checking account were reimbursed the above charges. Then on XX/XX/year> ; XXXX Credit card rebilled be for the XXXX XXXX, XXXX charges for a total of XXXX. I called to inquire and was told I could redispute it and was given a redispute number of # XXXX. After several phone calls ( outlined in attachment ) and me investigating this scam/fraud charge. XXXX Credit Card continued to tell me that it was a scam and since I reported it as fraud I was responsible for the charges even though on XX/XX/year> phone call ; I requested a scam investigation be opened as I didn't know there was such a difference in their policy or their phone prompts. Also, I told them I was following what the FTC recommended at the bottom of form I reported the XXXX to. The supervisor stated she would if it could be investigated as scam and I would get a letter in XXXX business days. I called to follow up several times in between XX/XX/year> and XX/XX/year> and was told the claim was denied due to it being reported as fraud and since I didn't report as scam initially ; I was responsible for the charges. I asked for it to be investigated as scam since apparently I used the wrong word ( even though I had told multiple customer service representative the story and no one corrected by language or educated me about the difference ) She stated XXXX could no longer investigate this due to their policies and I would get a letter in XXXX days explaining so. It is now XX/XX/year>. I have not received a letter from Arvest Bank resolving my redispute. I did however receive a letter from Arvest bank finding the checking account charges from SP DEANNABINS for the XXXX were indeed scam/fraudulent. How can it be found with the same bank that the checking account charges were not my responsibility but the credit chard charges of XXXX, & XXXX are? I have paid the credit card off and closed the account because I refuse to pay the bank interest on fraudulent charges. I have multiple documents I have faxed to the XXXX Credit Card dispute center and the XXXX of the Arvest Bank branch sent a complaint to upper management on my behalf and I have not been contacted by anyone other than when I call and the customer service representatives in the dispute department continued to lie to me. I can send all the documents I have mentioned but the file is over the maximum MB size I can attach. I will be attaching both letters faxed to XXXX XXXX XXXX XXXX XXXX. I also, have audio recording of the last conversation on XX/XX/year>.

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 monetary relief