Consumer complaint received 2024-02-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANCFIRST CORPORATION
State: OK

Complaint narrative:
This weekend my bank account was debited twice for a loan payment by a lady I have been having problems with about my loan payments. I have had a loan with Bancfirst since XXXX  and haven't missed a payment since I began. This woman has denied me any requests I have made since she took over my account, using reasons that do not apply to me, like my husband 's student loans, a bankruptcy that did not have anything to do with my history with the bank, as it happened well before I had a loan. Recently, I found out that she was letting my account accrue a late charge that had reached over XXXX dollars, and I went down to the local branch to straighten it out, and the branch XXXX did help and assured me the lady would not mess with my finances again. After all these years of taking the payment on the first of the month, my husband and I are both veterans who receive compensation, she waited until the middle of the month to debit the account and we were overdrawn over XXXX dollars. I called and tried to speak with the branch manager, but was routed to this woman again, and she put the money back in my account with and agreed to take the payment on the XXXX, out of my husband 's payroll, but she took two payments and emptied my account, well she left XXXXXXXX XXXX in the account. I feel this woman has the wool over the branch managers eyes, and he thinks she would not be retaliating against me. The comments and actions by this person have been retaliatory and discriminatory against me, and I do not know how to protect myself from her harming my family financially. On Saturday the XXXX of XXXX, my twin sister was put in the hospital and upon release I took her home after she was released as a terminal patient and she has medication I was unable to purchase this weekend, my husband tried to reach someone to correct the intention action taken by the woman, but could not get anyone to help, although the branch manager was reached by the XXXX call center worker XXXX. I know this does not matter, but to me it means everything as she is my twin. I don't believe the person responsible will be held accountable for this action, as I don't think this will cause your branch any issues. The actions by this person are retaliation for my visit with the branch manager, and I feel I need to protect myself, that is why I am reaching out to you. I understand she will make excuses, as she has when she has tried to mess up my account and financial situation. I have documented all of the actions she has taken and the branch manager is aware of the situation, but this has continued even after I visited there. My name is XXXX XXXX and the last four of my account is XXXX, my phone number is XXXX and my husband 's number is XXXX. The branch is in XXXX on XXXX XXXX XXXX XXXX and the manager is XXXX XXXX. The person I have been experiencing these problems with is named XXXX XXXX, she is very unprofessional and I find it hard to believe this is the actions Bancfirst encourages employees to take with loyal customers. Just to be clear, I do not have any issue with my bank, as everyone else has always gone above and beyond for our family. The only bad experience I have had is with one person. I will be researching what I can do to protect my finances, and look forward to these actions being explained in a manner that makes sense.

Company response to consumer: Closed with explanation