Consumer complaint received 2025-08-19 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: TEXAS CAPITAL BANCSHARES, INC.
State: FL

Complaint narrative:
I got a call on XXXX  morning XX/XX/year>, I saw the caller ID ( my bank ). I quickly picked up the call as I was convinced by the caller ID that it was from my bank. 
The caller told my account had been hacked by an XXXX somewhere in Texas. He said he needed to verify my identity with a few questions. He said he would call me back around XXXXXXXX XXXX the next day. At that time, he would assign me a new username and password. And that I should change my password immediately after login. He verified my name, phone, and last 4 digits of my SSN. He said he would send me a code and I should read it back to him to verify. I told him I think I should change my password now, not wait until tomorrow. I asked him, Why should I wait until tomorrow? That makes no sense to me to wait that long. Of course, I wanted to cooperate with the guy, as he holds my entire life savings, over a XXXX XXXX  XXXX XXXX dollars at his bank. I got the code and read it back to him. 
I said, This doesnt feel right to me, why do you need a code you just sent to me? 
He said, To verify as your phone could have been stolen. You can double-check the phone number I am calling from is from the bank. Take a look at the number on your phone and look at the bank website to match the customer service number. 
I did exactly that. I felt assured that he was from the back alright. Needless to say he was very convincing I followed his instructions giving him several codes. Then he sent me a message to reply to with the approximate wording ( unsure exactly ) /username/password. I actually did that! I sent my username and password back to him! At that moment I realized I was just totally scammed. I hung up and went online and I think I changed my password first. Then I tried to call the bank. It took me several minutes to make the call as my hands were shaking and my XXXX was pounding! 
The XXXX  I spoke to gave me a new username and password. I logged on again and told her there was a transfer to an outside account that I did not make for {$4900.00}! I updated my account with the new info and changed my password again. 
I had no idea that caller ID could be faked! How did I not know this? Why doesnt EVERYONE KNOW THIS? Why dont the banks tell their customers this? This is not something they should be ignoring. This should be common knowledge! 
So now I have been issued a new account with the balance of my account minus {$4900.00} transferred to a new account and number. The account is locked I cant deposit or withdraw anything. 
I also have another account at XXXX. I made a transfer of {$5000.00} the day before all this happened. Bask Bank division of TEXAS CAPITAL BANK stopped payment on that transaction as well. 
I cant seem to find any record on my phone or on my XXXX XXXX account of the phone call. I guess they can do that too? 
As of today XX/XX/year>, I DO HAVE A NEW ACCOUNT THAT I can log on to, but I dont have the ability to DEPOST OR TRANSFER ANYTHING! I havent received any written correspondence in regard to this matter from the bank at all. Im not even sure they are an actual legitimate bank because of the typos ( THEY SPELLED TRANSFER as TRNSFER on the transfer to my new account, and misaligned overlapping text with my bank balance and account on top of one another, that shows up every time I log on. I have learned that these of signs of a FAKE WEBSITE. I am questioning and double-checking everything I do in regards to online banking. PLEASE HELP ME PUT MY LIFE BACK TOGETHER!

I need to be able to access my funds, to be able to transfer and deposit as needed, and I would like the {$4900.00} that was stolen returned to my account. 
Regards, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX My previous TEXAS CAPITAL account number : XXXX / NEW account number : XXXX The following Information is copied from Bask Bank division of TEXAS CAPITAL BANK - TERMS AND CONDITIONS Rev XXXX ( PAGE XXXX ) : YOUR RIGHT TO FILE A COMPLAINT Bask Bank is a division of Texas Capital Bank . Texas Capital Bank is state-chartered under the laws of the State of Texas and by state law is subject to regulatory oversight by the Texas Department of Banking ( TDB ), the Federal Deposit Insurance Corporation ( FDIC ) and the Consumer Financial Protection Bureau ( CFPB ). Any consumer wishing to file a complaint against us should contact the TDB, FDIC or CFPB as follows : Texas Department of Banking Consumer Assistance XXXX XXXX XXXX XXXX XXXX. XXXX, Texas XXXXXXXX XXXX XXXX XXXX Phone : XXXX XXXX : XXXX Email : XXXX FDIC Information and XXXX  XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, MO XXXX XXXX : XXXX XXXX Phone : XXXX ( XXXX ) XXXX  : XXXX Consumer Financial Protection Bureau XXXX XXXX XXXXXXXX XXXX  XXXX DC XXXXXXXX XXXX XXXX XXXX  Phone : XXXX ( XXXX ) TTY/TDD : XXXX ( XXXX ) XXXX  : XXXX

Company response to consumer: Closed with explanation