Consumer complaint received 2025-06-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CULLEN/FROST BANKERS, INC.
State: TX

Complaint narrative:
Timeline & facts ( no personal identifiers ) : XXXX : A Fedwire credit of US {>= $1,000,000} ( XXXX XXXX ) was received in my checking account at Frost Bank XXXX XXXX, TX branch XXXX. The wire shows Originator : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX FL XXXX XXXX  : XXXX XXXX XXXX XXXX XXXX XXXX ( via XXXX XXXX XXXX  XXXX, XXXX XXXX ). 
Online banking displayed the funds as available ; no large-deposit or XXXX hold notice was given. 

XXXX : Without advance notice the entire balance was placed in restricted status. No written explanation, callback, or court/agency order was provided. Customer-service agents could only say Compliance is reviewing the transaction. 

XXXX ( XXXX PM XXXX ) : I sent a formal demand under Texas Bus. & XXXXommerce Code 4A-404 ( a ) - ( b ) to Frosts Chief Compliance Officer, General Counsel, branch manager, and published compliance inbox. I requested Release date and payout method ; Full transaction report ( originator name, sending bank, Fedwire reference & value date ) ; Any legal or regulatory basis for the hold. 
I gave 48 hours to respond before contacting regulators. 

XXXX ( XXXX XXXX  XXXX ) : Frost replied via e-mail ( signed XXXX, XXXX Banking ) stating only that my general assistance request lacked information and directing me to call their 24-hour phone line. The response ignored XXXX, did not release the funds, and refused to disclose the sending bank or any hold authority. 

Current status ( date of this filing ) : Funds remain frozen. 
Frost will not confirm whether the wire was recalled, blocked, or simply under internal review. 
I can not obtain the legally required beneficiary notice or the originators details, hindering tax and record-keeping obligations. 
Multiple payments dependent on this wire have been missed, causing late fees and reputational harm. 

Why I believe this violates federal or state law UCC Article 4A ( 4A-404 ) : Once a wire is accepted, the beneficiarys bank must pay or make the funds available and must provide a notice reasonably identifying the payment order. Frost accepted the wire on XXXX but has not paid or provided notice. 

Reg P / GLBA privacy rules : Frost is permitted to share wire-originator data with me as the beneficiary but refuses.

No written hold notice : Unlike Reg CC holds on checks, wires have no large-deposit exception ; if the bank is using a XXXX review it must still release or reverse promptly, not freeze indefinitely without reason.

Steps I have taken Repeated phone calls to branch & customer service.

E-mailed formal demand to Frosts compliance & legal departments.

Asked Frost to initiate a Fedwire payment trace or request-for-reversal to confirm authorization ; no action taken. 

Resolution requested Immediate release of the US {>= $1,000,000} to my account, or, if a lawful block exists, written documentation of that block ( e.g., OFAC hold, court order, or originator recall ). 

Full transaction documentation ( originating bank, originator name, XXXX reference/value date ). 

Statutory interest from XXXX until funds are released. 

Written assurance that no adverse action will be taken against my account for pursuing my rights. 

I am filing this complaint to secure those rights and to prevent further financial harm.

Company response to consumer: Closed with explanation