Consumer complaint received 2026-05-20 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Opening an account — Confusing or missing disclosures
Company: CULLEN/FROST BANKERS, INC.
State: TX

Complaint narrative:
SUPPLEMENTAL DISCLOSURE : NOTICE OF STATUTORY DEFAULT UNDER 12 CFR 345.43 AND TIME-STAMPED NON-DELIVERY Date of Submission : XXXX XXXX XXXX CFPB Case/Complaint Number : XXXX, XXXX, XXXX, & XXXX Subject : Supplemental Evidence of Federal Regulatory Violation and File Suppression To the Investigating Examiners : As of XXXX XXXX XXXX on XX/XX/scrub>XXXX XXXX XXXX, the Institution is in direct violation of federal banking regulations. Pursuant to 12 CFR 345.43, a financial institution is legally mandated to provide or make available its CRA public file information within five calendar days of an in-person branch request. Exactly five calendar days ago on XXXX XXXX XXXX, my authorized agent physically executed this request at the branch level located at XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX. Despite the Institution 's vague, open-ended written statement that they would " work on getting it shipped to the address listed below, '' physical verification of the designated delivery address confirms that absolutely no documentation has been delivered. Crucially, the Institutions public-facing platform asserts an internal policy stating that information will be 'mailed within five business days ' of a request. This internal operational standard is in direct conflict with, and a material violation of, federal law. Pursuant to 12 CFR 345.43, a financial institution does not possess 'business days ' to merely dispatch an item via mail ; the federal statute strictly mandates that the files must be provided or made available within five calendar days. The Institution can not utilize deceptive platform wordplay or relaxed internal corporate timelines to circumvent or rewrite mandatory federal compliance deadlines. To prevent administrative evasion or retroactive postmarking claims by the Institution, forensic evidence has been captured and appended to this file. At XXXX XXXX XXXXXXXX, timestamped photographic documentation was taken confirming an entirely vacant business mailbox. Furthermore, facility personnel explicitly verified at that time that all mail deliveries and sorting for the calendar day had already been fully completed, establishing absolute statutory non-delivery. The Institution has failed to provide any tracking information, delivery updates, or fulfillment confirmation. Please review the attached internal correspondence from Bank Employee XXXX ( Exhibit A ), which explicitly documents the concurrent, willful suppression of my personal consumer data. The internal thread establishes that the Institution had actual corporate knowledge that my agent requested both the full consumer file and disclosure and the public CRA files. Rather than complying, the corporate CRA department executed a deceptive, selective compliance strategy, explicitly noting in writing that they would only " work on getting the CRA public file printed and sent out ", while intentionally ignoring, withholding, and suppressing the personal consumer disclosure portion of the request. Ultimately, the Institution has failed to deliver either document to my verified business address, utilizing loose corporate language on their platform to intentionally stall fulfillment and bypass hard federal timelines. Furthermore, as of today, the Institution remains in ongoing non-compliance with the Equal Credit Opportunity Act ( ECOA ) / Regulation B regarding my business entity, XXXX XXXX The bank has relied entirely on verbal branch denials to avoid putting their specific, verifiable reasons for denial into writing. The 30-day statutory window for the delivery of a formal, written Adverse Action Notice expires on XXXX XXXX XXXX The total absence of formal documentation, coupled with the sudden flatlining of their background network activity to my website, demonstrates a calculated corporate pattern of administrative evasion designed to shield internal branch non-compliance and policy violations from regulatory oversight. I request that this supplemental timeline, the timestamped photos of the empty mailbox ( Exhibit B ), and the attached corporate email string ( Exhibit A ) & and the screenshot of the non-compliant website disclosure ( Exhibit C ) be immediately appended to my active master file for examiner review.

Company response to consumer: Closed with explanation