Consumer complaint received 2025-08-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: SIMMONS FIRST NATIONAL CORPORATION
State: AR

Complaint narrative:
On XX/XX/XXXX, I deposited a {$2000.00} check into my Simmons Bank account ending in XXXX. The check was a legitimate distribution from my XXXX XXXX ( b ) XXXX  account, and I received a Delayed Availability Notice stating the funds would be released on XX/XX/XXXX. I also proactively agreedbefore even arriving at the bankto pay {$270.00} toward a prior Simmons Bank charge-off account. I confirmed this over the phone and again in person when I arrived to make the deposit. 

At the branch, the staff acknowledged my call, accepted the check, and applied {$270.00} into my current account with the understanding it would be used toward the charge-off once the hold lifted. At no point during that in-person transaction was I told the deposit would be flagged or delayed beyond the date listed on the availability notice. 

On XX/XX/XXXX, I received a phone call from a Simmons Bank employee asking follow-up questions about the check. I clearly stated it was a retirement distribution from XXXX and answered all questions, even though the issuer and check type were clearly printed on the check. I was not told at that time that the check had been flagged for fraud or that the deposit would be delayed. 

On XX/XX/XXXX, XXXXthe date listed on the availability noticeI called the bank at XXXX XXXX  to ask why the funds had not been released. I was told the account officer would call me back. She never did. I called again at XXXX XXXX  to follow up and was toldfor the first timethat the deposit had been flagged for fraud and that my funds would not be released anytime soon. I asked to speak with a supervisor, who told me she would directly contact the fraud department for more information and return my call. That return call never came.

At that point, I submitted a secure message through Simmons Banks online portal and sent a formal email to customer service explaining the situation, expressing my frustration, and attaching documentation. I also made it clear that I intended to file a formal complaint. 

Only after those messages did someone from the local branch finally call me back around XXXX XXXX. During that call, the representative claimed we had spoken on Friday and that she told me fraud had questions about the check. I corrected heryes, she called and asked questions, but she never told me the deposit was being flagged or delayed, nor did she mention a fraud alert at that time. 

She then told me the reason for the hold was that my check was flagged for fraud due to an old charge-off account, and that because I had that charge-off, my current account should never have been opened. That is unacceptable. Simmons Bank approved a joint account with my father two years ago, well after the charge-off occurred. If the bank had internal policies against opening accounts for customers with prior charge-offs, they had the opportunity to enforce that at the timenot use it as a retroactive justification to block access to my own legitimate funds.

Additionally, during the same call, she admitted that fraud was preparing to lift the hold and just wanted confirmation that I planned to pay something toward the charge-off. I reiteratedagainthat I had already agreed to that and had in fact already paid {$270.00} toward the charge-off, both as agreed by phone and confirmed in person at the time of deposit. 

As of today, my funds still have not been released, despite : Full cooperation from me from the beginning A proactive payment toward the charge-off A legal Delayed Availability Notice promising access on XX/XX/XXXX This situation has caused serious personal and financial hardship. I was unable to pay my sons childcare on time. I had to borrow money from a family member to retrieve my car from the repair shop, which is what the 403 ( b ) withdrawal was intended to cover. I have been given the runaround, misinformed, and blamed for a situation the bank created and enabled by approving the account XXXX years ago. 

Furthermore, between XX/XX/XXXX, and XX/XX/XXXX, my father made small direct deposits of {$10.00} into this same account on a weekly basis, and Simmons Bank accepted those deposits without any issue. If the bank believed my account should never have been opened due to a prior charge-off, why were these deposits permitted for over a year and a half? It seems Simmons Bank had no problem accepting small, recurring paymentsbut chose to flag and withhold a larger, legitimate deposit from a verified retirement account. This raises concerns about selective enforcement, poor internal controls, and inconsistent treatment of account holders.

What I Want : 1. A formal acknowledgment that Simmons Bank mishandled my deposit and failed to issue proper updated hold notices or communication.

2. A review of the misuse of the term fraud in this context, as no fraudulent activity occurred.

3. A written explanation for why the bank knowingly opened ( and maintained ) my account, accepted a deposit, and then used a prior charge-off as retroactive justification for a fraud flag.

4. Compensation for the financial hardship this delay causedincluding my missed childcare payment and emergency borrowing to retrieve my car.

5. I will be closing my account with Simmons Bank once this matter is resolved.

Company response to consumer: Closed with explanation