Consumer complaint received 2025-11-20 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Banking errors
Company: CULLEN/FROST BANKERS, INC.
State: TX

Complaint narrative:
I am filing a complaint regarding Frost Banks failure to properly investigate an unauthorized/fraudulent XXXX transaction under Regulation E. 

On XX/XX/XXXX, I sent a XXXX payment of {$750.00} to XXXX XXXX XXXX for a legitimate service they advertised. The transaction appeared normal at the time, but I later discovered the business was fraudulent. XXXX themselves advised me to contact my bank and file a dispute. 

I filed my dispute with Frost Bank on XX/XX/XXXX. Frost later claimed that a denial letter was issued on XX/XX/XXXX, but they never provided me with a copy of this letter until recently, and they have refused to provide any supporting documentation explaining how they reached that conclusion. 

Timeline of Frost Banks Mishandling : XX/XX/XXXX {$750.00} XXXX payment to XXXX XXXX XXXX. 
XX/XX/XXXX I filed a Regulation E dispute with Frost Bank after confirming the recipient was fraudulent. 
Frost Bank repeatedly told me there was no way to contact the dispute department. 
I received no calls, no follow-ups, and no documentation. 
Multiple branch visits were made for assistance. 
XXXX Branch : They told me they would look into it, but no one ever contacted me again. 
XXXX XXXX : XXXX XXXX collected information and said he would send it to his manager. 
I heard nothing, so I followed up. 
I was told there was no open dispute on file. 
XXXX then said the manager was looking into it, but again no written confirmation and no results. 
I requested the managers information and contacted Manager XXXX XXXX, who : Stated she was unsure about the case details ; Immediately insisted the transaction was final because XXXX asks for confirmation before sending ; Claimed the denial was because no error occurred because YOU sent the transaction, which I never disputed the fraud was that the recipient was fraudulent, not that the transaction was accidental. 
I requested written confirmation that she received my request to reopen the dispute, and she refused. 
She said she would send me a copy of the denial letter, but did not send it.

New Information ( as of today ) : I contacted the XXXX  XXXX, left a detailed message, and was told she was reviewing my file. She later reached out and said she spoke with the XXXX department. She informed me that Frost Bank is choosing to keep the same decision that no error was found. 

I again requested written confirmation explaining why they do not consider this a Regulation E error and documentation supporting their conclusion. 

The XXXX  XXXX refused to give me any written explanation and stated I can take whatever steps I want but that they are not reopening the dispute and will not provide any additional documentation. 

Regulation E Violations : Frost Bank has committed multiple violations of Regulation E ( 12 CFR 1005 ) : XXXX. Failure to provide documentation of their investigation. 
XXXX. Failure to explain the basis of their denial in writing. 
XXXX. Failure to reopen or properly investigate after new information was provided. 
XXXX. Failure to acknowledge or confirm written dispute requests. 
XXXX. Failure to follow the requirement that the burden of proof is on the bank not the consumer. 
XXXX. Failure to provide timely or accurate communication throughout the investigation period. 

They have only sent a generic no error found letter with no supporting evidence and refuse to provide any written reasoning or confirmation regarding the denial or refusal to reopen. 

Requested Resolution : I am requesting that the CFPB require Frost Bank to : XXXX. Reopen and properly investigate my dispute in compliance with Regulation E. 
XXXX. Provide documentation proving that I authorized the transaction or that the recipient was legitimate. 
XXXX. Provide a complete written explanation supporting their denial. 
XXXX. If they can not prove authorization or recipient legitimacy, issue a full reimbursement of {$750.00} as required under Regulation E. 
XXXX. Address the lack of communication, documentation, and refusal to comply with dispute requirements. 

I have been attempting to resolve this with Frost Bank since XX/XX/XXXX, and their refusal to comply with Regulation E has caused extreme frustration and financial hardship.

Company response to consumer: Closed with explanation