Consumer complaint received 2026-05-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Unable to open an account
Company: CULLEN/FROST BANKERS, INC.
State: TX

Complaint narrative:
To Whom It May Concern, Thank you for your response regarding my CFPB complaint. However, I do not believe your explanation fully addresses the concerns raised in my complaint, nor does it accurately reflect the experience that occurred during the attempted account opening process. First, I appreciate the acknowledgment that Frost Bank failed to clearly explain the issue during our visit. That lack of transparency was a significant part of the problem. At no point during the interaction was I informed that a XXXX security freeze or credit-related restriction was preventing verification. Instead, the process appeared disorganized and unclear, leaving us without a meaningful explanation while in the branch. Second, I want to clarify that a XXXX security freeze is a consumer protection mechanism, not evidence of wrongdoing or credit repair activity in any negative sense. Characterizing it in that manner is misleading. Consumers place freezes on reporting agencies specifically to protect themselves from identity theft and fraud. Many financial institutions are able to handle this situation by either : informing the customer of the freeze and allowing temporary removal, using alternate verification methods, or resuming the application once verification is completed. Your response indicates Frost Bank had no alternative process whatsoever. If that is truly Frosts policy, then the concern becomes whether customers are being properly informed upfront that Frost can not accommodate standard consumer security protections during account opening. Additionally, the explanation that an error in the XXXXXXXX response prevented account opening conflicts somewhat with the later statement that the issue was likely caused by a freeze. These are materially different explanations : an error implies a technical or systems failure, whereas a freeze implies an expected security restriction. I would appreciate clarification as to which specifically occurred. For completeness, I am requesting : Confirmation of the exact verification response Frost Bank received from XXXX ; Clarification as to whether the application was denied, unable to be processed, or voluntarily abandoned ; A copy of any adverse action or compliance notice associated with this event, if applicable ; Clarification of Frost Banks policy regarding applicants with XXXX freezes in place ; Confirmation that no negative internal banking notation or risk designation was placed on my profile as a result of this interaction. My primary concern remains the lack of transparency and the inconsistent explanation provided both during the branch visit and in the subsequent response. I believe consumers should be clearly informed when a security freeze is the reason verification can not proceed, rather than being left uncertain about whether they were denied for some other reason. I look forward to your clarification. Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation