Consumer complaint received 2024-02-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: ARVEST BANK GROUP, INC.
State: OK

Complaint narrative:
On XX/XX/2024 I received an email from Arvest Bank stating that the transfer of {$10000.00} from my checking account was successful. I signed into my online account and saw that all the money in my checking account was being transferred to other accounts. I called the bank but customer service was closed for the weekend. I sent five secure message emails to the bank asking them to block the transfers and alerting them that my account was hacked. I never received any response to my emails. 
At XXXX XXXX Monday morning, XX/XX/2024 I called Arvest and was connected to a fraud specialist named XXXX. I was on the phone for XXXX minutes with him and he said he would dispute the transfers and block my account to protect it. He said that he would open a new checking account for me so the funds could be returned. 
After several attempts I was able to reach XXXX in the Arvest fraud department on Friday, XX/XX/2024. She questioned why I hadnt disputed the transfers. I explained that XXXX had submitted the disputes on the previous Monday. She said that no disputes were submitted. She also stated that XXXX didnt work for the fraud department even though he identified himself as a fraud specialist several times during our conversation. XXXX submitted the disputes for me. 
I then filed a police report with the XXXX XXXX Department where I live. 
On Saturday, XX/XX/2024 I received a letter from Arvest Bank terminating our relationship and informing me that I was fully liable for all activity with my checking account. 
I hired a lawyer to write a letter to Arvest Bank demanding that they preserve the recording of the phone conversation with XXXX and XXXX. 
A few days later I received a letter from Arvest Bank that they would return the money. However when I called to check my new account balance to see if the money has been returned I am denied. I have tried to check online and I am blocked from accessing my account information. 
On Monday, XX/XX/2024 I called Arvest Bank and spoke with XXXX and asked her to give me access to my account. She put me on hold for XXXX minutes and then said that she was directed to ask me several questions. The questions were specific and carried implications that I was responsible for stealing my own money. She said that the bank had not decided if I was going to be allowed access to my account. 
What to do? 
When a bank agrees to take stewardship of your money and then allows someone to hack your account, steal nearly {$11000.00} and then treat you like a criminal, thats clearly a breach of contract. I perceive that its gross negligence on the part of Arvest Bank that an employee, XXXX, can lie about his identity, tell the customer that hes submitting disputes that he has no intention of submitting, which effectively buys time for the pending fraudulent transfers to go through and when you point this out to the fraud department they get angry and tell you you have no right to throw suspicion on their colleague. 
If you are watching your money being stolen in real time on the weekend and the only available communication is secure messaging why arent they monitoring them and responding to them? Two and a half weeks later I still havent received a response to the emails I sent on XX/XX/XXXX & XXXX XXXX while the money was being stolen. 
Arvest Bank has failed to uphold their contractual obligations.

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