Consumer complaint received 2025-11-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: CULLEN/FROST BANKERS, INC.
State: TX

Complaint narrative:
To whom it may concern, I would like to file a formal dispute regarding three fraudulent XXXX XXXX withdrawals that were made without my knowledge or authorization. For context, an unauthorized individual gained access to my device and sent XXXX XXXX funds to themselves using my phone. I did not approve, initiate, or knowingly permit these transfers under any circumstance. 

On XX/XX/year>, XXXX XXXX XXXX transactions totaling {$4000.00} were initiated from my device, and posted the following Monday, depleting almost all current funds ( Attachment XXXX ). These transfers were sent to an individual with the number XXXX ( XXXX ) XXXX ( Attachment XXXX ), who I do not recognize, but have since identified through my own investigation. 

I discovered the unauthorized activity the night it occurred upon leaving the bar and grill in which I had attended with a few friends. I immediately called Frost ( Attachment 3 ), and was provisioned the {$4000.00} ( Attachment 4 ) as well as had my card canceled. I will note, that one of the friends mentioned also had funds stolen by this individual and has since filed a complaint with you, the CFPB ( # XXXX ). Furthermore, I have provided support corroborating this individual also tried to send funds via XXXX XXXX from my friend 's account, but was successfully flagged by his bank ( Attachment XXXX ). Upon our own investigation we were able to determine a name of the individual linked to the number provided above. I was able to confirm with XXXX of the employees at the bar and grill that this individual was in fact present the night the funds were stolen from both my friend and I. Upon this confirmation, I reached out directly to said individual via XXXX where an admission was made indicating " [ he ] didn't do anything to intentionally hurt anyone '' ( Attachment XXXX ). 

I am certain these withdrawals were fraudulent for the following reasons : I was not using my phone at the time the transfers were initiated ; I did not interact with XXXX Cash or confirm any payments the day in which these transactions occurred ; the recipient is unknown to me and I have no legitimate reason to send them funds; and my historical transaction activity shows no pattern of sending funds in this manner or for these large amounts. 

I also would like to bring attention to Frost Bank 's handling of these unauthorized transactions. Frost Bank did not notify, contact, or alert me in any way about these suspicious withdrawals, despite the fact that the XXXX XXXX transfers were inconsistent with my account history and took place in a manner that should have triggered a fraud alert ( a minute apart from each other ) ( Attachment XXXX ). I only discovered the withdrawals because I self-identified the unauthorized charges while reviewing my account. Furthermore, I requested written documentation supporting my card was canceled immediately after I reported the fraud, and Frost Bank has refused to provide this documentation ( Attachment XXXX ), leaving me without essential evidence demonstrating proper account security actions. Their lack of transparency and failure to follow standard fraud-monitoring and customer-notification practices have further complicated my efforts to resolve this matter. 

My understanding is that Frost opened an investigation upon my initial contact ( XX/XX/year> ), however were unable to come to a conclusion of fraud occurring and therefore clawed the funds back on XX/XX/year> ( Attachment XXXX ), hence me prioritizing this appeal. Upon my personal research, I found XXXX XXXX is issued by XXXX XXXX XXXX a regulated financial institution subject to the Electronic Fund Transfer Act and Regulation E, which limits consumer liability for unauthorized electronic transfers when reported promptly. I reported the fraud immediately upon discovery and provided clear evidence that these transfers were unauthorized. I'd also like to note, I was told by Frost personnel that their investigations team had 90 days to come to a conclusion regarding my case. I find it odd the claw-back from my account came on day XXXX with what appears to be very canned responses as to their investigation conclusions. This coupled with the refusal to provide requested documentation raises concerns regarding whether proper procedures were followed. This lack of cooperation is materially impairing my ability to resolve the unauthorized XXXX XXXX withdrawals, with the resources available to me, and ideally should be taken into consideration. 

I will also note, I have since filed a police report to not only add gravity to my allegations, but also to establish an official legal record of identity theft and financial fraud to support my position that these transactions were not authorized by me under any circumstance ( Attachment 10 ). 

I conclude by asking for your assistance to ensure XXXXXXXX XXXX  properly apply federal protections and complete a thorough, good-faith investigation, as I have taken the steps outlined herein, and upon the claw-back of these funds, have not received adequate resolution given the unfortunate circumstance.

Company response to consumer: Closed with explanation