Consumer complaint received 2024-12-13 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:
On XX/XX/XXXX, at XXXX, I approached the ATM at the XXXX XXXX XXXX XXXX  XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXXXXXX, to withdraw {$140.00} cash. I inserted my Frost Bank ATM card associated with my personal checking account and responded to the prompts on the screen. The ATM seemed to process my request however it did not dispense any cash. So, I went to the XXXX customer service desk to ask for assistance. The woman kindly acknowledged that they had been experiencing issues with the ATM and she walked outside to the ATM machine to check it out. See the image below. Unfortunately, I did not get her name, but she told me that the transaction would not ultimately be charged to my bank account since I did not receive any cash. 

I called Frost Banks customer service to let them know what happened so that they could address it accordingly. But on XX/XX/XXXX, I receive this letter from Frost Bank : Attention : XXXX Disputes Case Number : XXXX Dear Customer, This letter is to inform you that we have concluded our investigation regarding your recent debit card dispute dated XX/XX/XXXX. Based on the facts of our investigation, we do not find an error occurred. 
Your account was given provisional credit in the amount of {$140.00} on XX/XX/XXXX while we completed our investigation. 
Merchant Documents provided reflect : Data received from the merchant does not support an out of balance or failure with the ATM in question. 
On XX/XX/XXXX, we will debit the account for the provisional credit in the amount of {$140.00}. Please ensure that sufficient funds are available for this debit transaction to process accordingly. 
If you would like to request copies of the documents we relied on in resolving your claim or have any further questions, please call our Customer Service Contact Center at ( XXXX ) XXXX. Please accept our apologies for any inconvenience you may have experienced. We appreciate the opportunity to continue serving your financial needs. 
Sincerely, Customer Contact Center Upon receipt of that letter, I called Frost Bank and requested the documents mentioned in the letter. I was bounced around from frontline representatives, to a manager. I was told that I am not privy to the documents relating to my claim. They also denied my request to speak to a member of the Frost Bank legal team because theyre not client facing. Supposedly, my claim was raised to above retail but I am unsure that that means and no one has followed up in weeks. 
I respectfully communicated to the Frost Bank representatives that my pursuit of my claim has less to do with recovering {$140.00} and way more to do with ensuring that I can use my Frost Bank ATM card without concern that a repeat the event on XX/XX/XXXX at XXXX. And given the nature of this issue, maybe there is fraudulent activity and not just a system error that demands investigation more broadly. Who else experienced what I experienced? 

I am reaching out to you at XXXX to ask for your assistance in shedding light on this matter particularly for the broader integrity of the ATM network partners accessible via XXXX locations. I look forward to your response.

Company response to consumer: Closed with monetary relief