Consumer complaint received 2025-03-19 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Company communicating payment assistance or payment extension options
Company: ARVEST BANK GROUP, INC.
State: AR

Complaint narrative:
Today I received a follow up email to my complaint against Arvest Bank. In my previous complaint I mentioned that all measures to get me documentation for a hardship application had not been exercised as they were in the past. 

I have attached photos of an email in which hardship documentation has been sent to me via email. I have also attached the contents of the documentation to prove that there is no risk of my personal information being compromised as the documentation does not possess any personal identifying factors accept for a loan number and address which can both be accessed on public platforms. 

On XX/XX/year>, I have a recorded phone call in which I paid an amount of {$25.00} and I asked the representative to have a member of the default accounts department to reach out to me that following Monday which would've been XX/XX/year> because I would be working the remainder of the day. 

On XX/XX/year> I verified my address as being XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, AR XXXX. That day I stated I would like the information emailed to me and I was told to wait one second and XXXX ( who is managing my account ) stated that she would give me a call back after seeing if there could be an exception made. On XX/XX/year> XXXX called me back and stated that it was too late to email me the hardship information per her supervisor ( the same supervisor I believe recorded our conversation on XXXX which led to the first complaint that sent to CFPB in which nothing was done to that employee that I'm aware of ) and that the exception had been denied. 

The Director by the name of XXXX, spoke to me about further hardship opportunity after the months of XXXX and XXXX. She never mentioned that there would be time constraints and never mentioned a denial process as it relates to time in getting the hardship packet to me. She mentioned the qualifying factors would be further hardship ( like not being able to pay on the loan amount ), ability to obtain employment and a surplus of income. I even mentioned on our phone call ( which is recorded as well ) on XX/XX/year> that I would like to know all qualifying factors for further hardship because the main purpose of this is to be able to overcome the hardship. XXXX mentioned to me that she could not discuss the details specifically of how much I would need to make but she never mentioned anything regarding the fact that if I didn't receive the hardship packet information that I would not be able to apply for further hardship assistance. 

I received a phone call on XX/XX/year> from a lady named XXXX asking if I could return her call. When I returned her phone call I was rerouted to someone else who did not know the details of what was going on. In that instance I asked for to speak with the Director of the Default Account Services department ( that conversation was recorded as well ). I then get a phone call from a gentleman named XXXX who I reported to XXXX for his unprofessional behavior. XXXX left a message and I called XXXX back stating that I would not like to speak with him because both he and his subordinate displayed unprofessional behavior in which both instances were recorded. I also stated in the voicemail that I would like the Director XXXX to return my call in which she never did. 

Needless to say, the members of the default account services team are unprofessional, wasteful of time and resources, have been unhelpful and have tried to undermine my attempts to resolve my account on several different occasions. At this point, I can say that I am being retaliated against, and my personal complaints and complaints to CFPB are being ignored for days furthering the default status on my account. Even the complaint I filed previously to this complaint sat for almost a total of two weeks, and my request were not handled properly nor did I ever receive a phone call from the director after I stated on XX/XX/year> that I would not like to speak with XXXX and I would like to speak with XXXX, the director of this team. 

Furthermore, I have provided my address to this team on several occasions. They never even attempted to send the hardship application via email as they have done in the past so that this matter can be rectified as soon as possible. All members of this team have displayed a level of incompetency and also a disregard for my consumer rights on several occasions.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation