Complaints

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ARVEST BANK is furnishing inaccurate and incorrect information to the consumer reporting agencies. Account # ********* The reporting of such inaccurate information has caused severe damage to my character, my reputation, my general mode of living and my ability to obtain credit for personal and house purposes. Their inaccurate reporting have damaged my livelihood. 15 U.S. Code § 1681s–2 - Responsibilities of furnishers of information to consumer reporting agencies (a)Duty of furnishers of information to provide accurate information (1)Prohibition (A)Reporting information with actual knowledge of errors A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. As defined by the IRS even if you didn't receive a Form 1099-C, you must report canceled debt as gross income on your tax return. The IRS clearly defines a charge off as Gross or Ordinary income, INCOME DOES NOT GET REPORTED ON THE CONSUMER REPORT which in fact makes your reporting of this account inaccurate! By definition The IRS clearly says a Canceled or Charge off is Income. The reporting of this account as a debt is inaccurate. They are PROHIBITED BY LAW to furnish inaccurate information. I demanded them to Cease and Desist the reporting of incorrect/inaccurate information immediately and they continued. 15 USC 1681s-2 (a) (1) (A) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. They were put on NOTICE via **** Certified Mail December 22, 2022 & February 25, 2023 for furnishing incorrect inaccurate information. Tracking # - **** **** **** **** **** Tracking # - **** **** **** **** **** Tracking # - **** **** **** **** ****  I demand this account be DELETED from my credit reports.

  Business response

  03/17/2023

  Dear Better Business Bureau:
  We have researched *** ******** concerns and appreciate the opportunity to respond. 
  The Arvest loan ending in **** *** ****** references in his complaint is a consumer non-real estate consumer auto loan originated on January 26, 2015.
  *** ******** loan was charged off on September 25, 2017 due to nonpayment.  Because no bank error, regulatory or otherwise, has been identified in the reporting of the charged off loan to Equifax and Experian credit bureaus the charge off reporting will remain in place.   
  Information from the 1099-C should be reported to the Internal Revenue Service by *** ******.  Arvest does report the cancellation of debt as income to the credit bureau as *** ****** states in his complaint. 
  We’ve attached correspondence we mailed to *** ****** on January 6, 2023 in response to the December letters he sent to us regarding the charged off loan.
  If *** ****** has any further questions or concerns, he may reach us at ***** ********.
  Sincerely,
  Arvest Bank
  

• Initial Complaint

  02/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was sick with covid-19 and I fell behind with one payment once I got better I got back on track with my payments I been you guys for 3 year almost and I been asking for my credit to be fixed and that you remove the one late payment I had tested positive wit covid-19 and was so sick that I miss a payment with you guy and everyone else you are the only company that has not remove it for me and I think it is unfair because I was sick and I was told that when I got the account back open that you guy would remove it so I am asking that you listen to all me call and honor what I was told . I am about to open 3 Center and this account will be paid off once I stop spending money on these center. I hope you will do what I was told you guys would do and get it taken care of for me because it is hurting my credit I would like someone for the corporate to call me but if you cant I understand . I just don't understand why you guys wont honor what I was told.

  Business response

  02/27/2023

  We have reviewed *** ******** complaint regarding a late payment on her ****** ****** **** (ACC)
  account, and we appreciate the opportunity to respond.
  During our investigation, we found *** ****** was 60 days late on her credit card ending in **** from
  February to March 2022. Calls with *** ****** and our ACC customer service agents were reviewed and
  on October 24, 2022, *** ****** spoke with an ACC customer service agent regarding her late reporting
  to the credit bureaus. While our agent advised *** ****** she could file disputes with the credit bureaus
  for the late credit reporting, she was not advised doing so would guarantee her late payment record would
  be removed. *** ****** submitted several disputes through the bureaus from April through October
  2022. The disputes were denied, as no bank error was indicated.
  On February 13, 2023 an ACC customer service agent advised *** ****** we do not offer removal of late
  reporting as a courtesy.
  If *** ****** has further questions, she may contact ****** ****** **** at ***** *********
  Sincerely,
  Arvest Bank

  Customer response

  02/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  Complaint: ********
  I am rejecting this response because: I was sick and almost lost my life, and when I got better I got right in and paid it  down . and I am not saying that it was and error I am saying that I was in a way where I could not pay if I wanted too and  it is not like I been late before I work very hard for my credit and this is stopping me from buying my house all because I got sick . I am just asking if you would have a heart and wave it because I was sick for 2 months maybe 3 because I was not all better when I started working again. I been with you guys for years and have a few account with you guys. I was hoping that you value me but from they way it is looking you do not because everyone else has help me out but my bank wont I just don't understand it right now . 
  Regards,
  ********** ******

  Business response

  03/06/2023

  Arvest Credit Card Division’s credit policy does not allow for courtesy removals of late payment reporting.
  While we sympathize with *** ******’ situation, in accordance with policy we will not be removing the
  late payment, and we consider the matter closed as no error has occurred.
  Sincerely,
  Arvest Bank

  Customer response

  03/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  Complaint: ********
  I am rejecting this response because: I need someone higher up can you please escalate this complaint for me i need to talk to someone in the executive office and would like a phone call from them... if you cant do that let me know and I will find there number and reach out to them myself either way i will talk to them and see if there are willing to do what your not …I don't care if I have to go to the CEO of the company ….I will and I will provide documentation for everything they need .
  Regards,
  ********** ******

• Initial Complaint

  02/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I opened a business account with Arvest Bank for my **** collectible business. This was a "free" business checking account. As we will see later, this, along with the overdraft charges, was not as advertised. I set up this bank account as the account to pay for shipping and other miscellaneous **** fees. Coins and collectibles being the main product I sell, my bank account will show numerous but small shipping fees usually between $0.58 and $5.00. Though I had asked them to turn off overdraft protection when I created the account, having encountered OD/fee issues with banks in the past, I got charged an overdraft fee anyway a couple months into my account ownership. Immediately I called to request overdraft "protection" be turned off as was my intent when initially creating the account. Fast forward another 3 or 4 months and I notice that label purchasing through **** is failing. I check the Arvest account and see that over $300 in account fees (remember this was a "free" account) as well as overdraft protection charges. Once again I call their support and ask that they reverse all of the charges and they say that they cannot do that despite having been asked in the past (including when initially creating the account) and claim that if I had an email or other written request they could do so but otherwise would not turn off overdraft protection and would not reverse the charges. I told them I would happily pay my portion of the negative balance (the legitimate shipping fees, etc.) but I would not be liable for the "protection" and account fees. I later filed a formal complaint through their website but received no correspondence. Recently I received a debt collection mail asking for $671.21 to be paid. Immediately I logged into my account and sent a secure message reiterating I would be willing to pay $326.94 which is the total amount of legitimate charges but that the additional $344.27 fees were fraudulent charges at best. Please help me resolve this issue.

  Business response

  02/24/2023

  We have reviewed *** ******** complaint and appreciate the opportunity to address his concerns.
  *** ****** was an authrorized signer on a business checking account that charged off on January 4, 2023.
  The business account had a monthly fee due to the images included with statements, which he chose as
  an option at account opening and of which was disclosed to him at that time. Our review indicated the
  monthly service fees for the account were charged appropriately.
  The business checking account also included overdraft protection. However, our review indicates a
  request to have overdraft coverage removed from the business account was made by *** ****** on
  August 1, 2022 was not processed appropriately, resulting in overdraft fees being charged to *** ********
  account in error.
  On February 22, 2023, we credited *** ******** account in the amount of $671.21, which is the entire
  amount of his outstanding balance. This amount includes all overdraft fees he was charged as a result of
  the error.
  If *** ****** has further questions, he may contact us directly at ***** *********
  Sincerely,
  Arvest Bank

  Customer response

  02/26/2023

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  It is in fact more than I was asking for since I considered $326.94 to be legitimate payable business expenses on my part. A part I was and am still willing to pay.

  If the debt collection is also cancelled, and I imagine it would be, then I consider the matter more than satisfied.
  

  Regards,
  ****** ******

• Initial Complaint

  08/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a loan with this bank and have attempted multiple times to set up auto pay to pay my loan payment. Multiple times I have been told someone at the bank did not properly complete the setup process. The bank did not call or inform me my payment was late until after they reported it to the credit agencies. My credit score dropped over 70 points because of this. I have attempted multiple times to resolve this over the past few months. The bank is also not willing to work with me about the issue. Every time I make a phone call and speak to someone they say they are putting notes into the system to fix this issue. Every time I have had to call after that they tell me there are no notes and they have no record of us setting up auto pay.

  Business response

  08/30/2022

  Please see the attached document as Arvest Bank's response to ***** ******s complaint.

  
  After reviewing Mr. ******* complaint, it was determined the late fees were caused by miscommunication
  on our part. As a result, $30.00 in late fees were removed from Mr. ******* loan. We have submitted a
  form to the credit bureaus to correct all reporting by removing the late payments from Mr. ******* credit
  records. Please allow 7-10 business days for the changes to be reflected in credit reporting. Our records
  indicate the loan is now set up on auto debit. Mr. ******* first payment is expected to draft on September
  18, 2022.
  
  We sincerely apologize for the inconvenience this error has caused.
  
  If Mr. ***** has further questions or concerns, he may reach us at ***** *********

• Initial Complaint

  07/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We are a small business and have been doing business with Arvest Bank since we opened in 2018. Since April of 2022 We have had nothing but problems. We have spent countless hours on the phone and in person at the bank trying to resolve the issues and get answers. To date all we have gotten is the run around, being transferred from one department to the next or told that it is the credit card machine (which was purchased from Arvest) and that they have no control over it, or the thousands of dollars being taken from our account. We completely stopped using this account in June of 2022 and to date thousands of dollars are being taken daily with no explanation. We have deposited cash that has not shown up in our account causing overdraft fees and when they find their mistake, they refused to reimburse the overdraft fees. We have tried to close this account numerous times and Arvest has refused to allow us to do so. We are at a point where we might have to close our doors and file for bankruptcy.

  Business response

  08/26/2022

  Please see the attached document as Arvest Bank's response to ***** ********'s complaint.

  We have reviewed Mr. ********** concerns and appreciate the opportunity to respond. Mr. ******** is an
  Arvest Merchant Services client, and holds a business checking account in the name of his business, ***** **** ***** *** ******** ***. In March 2022, he sold merchandise which arrived to his customer in a
  damaged state. His customer filed disputes with their financial institution. The financial institution then
  sent requests for information to Mr. ********, to which he did not respond. As a result, the disputed
  amounts were charged back to Mr. ********** account. Mr. ******** contends he didn’t have access to
  IQ, the system which allows ******** ******** clients to monitor their accounts and respond to disputes;
  however, our records reflect he logged in on July 20.
  
  An Arvest Bank Regional Sales Manager and an Arvest Merchant Services Advisor have been in contact
  with Mr. ******** to discuss the matter with him. While we regret Mr. ********** dissatisfaction, no
  banking error occurred.
  
  If Mr. ******** has further questions or concerns, he may reach us at ***** *********

• Initial Complaint

  05/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used the teller machine located at the ****** ******** ******** on 5/8 in the evening to make a cash deposit of $4900, the machine shut down and rebooted with no receipt, didn't return my card or return my cash. I filed a dispute on 5/9 with Arvest, I was told they have 10 business days to resolve. I followed back up on 5/11 with no progress, followed up on 5/13 and escalated the issue as I was receiving conflicting information of what had and had not been done, I was told that Loomis was auditing all the teller machines at the pinnacle location that day and would have a resolution by Monday. The $4900 appeared in my checking account later that day, I assumed the issue was resolved until I received a letter in the mail yesterday stating it was a provisional credit that the issue was not yet resolved. I called again today as this is the 10th business day which is what I was told they were allowed to resolve a dispute. Today I was told it was not resolved and they have 45 days to resolve the dispute, contradicting everything I have been told to this point. I have spend hours on hold and on the phone, spent 30+ minutes at the teller machine that night trying to locate my money or a number to call for an emergency as I was not comfortable driving off with $4900 hanging in the balance. Very dissatisfied with the reluctancy to provide any type of customer service or resolution within a timely manner. I am assuming if I had $4900 of Arvest's money that 45 days would not be acceptable.

  Business response

  06/01/2022

  Please see the attached document as Arvest Bank's response to Ms. ******* *omplaint.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello My Name is ****** ***** ******* My issue is with arvest bank.. I have a joint bank account with my brother ******* **** ********  Ive trying to get arvest to take me on the bank account, They REFUSE to do so. I Do Not want to be on this Bank Account. The Bank Account with Arvest ends in ***** I do not know the whole bank account number. I am a Person with mental issues and I do not like the way Arvest is treating me as customer! My social security number is ***********. You may or may not need this information when dealing with ARVEST Thank you for your help concerning this ISSUE. ** ****** ***** ********

  Business response

  05/20/2022

  Please see the attached document as Arvest Bank's response to Mr. ********* complaint.

  We have reviewed Mr. ********* concerns and appreciate the opportunity to respond. The account referenced by Mr. ******* is held in joint ownership. A joint owner cannot be removed from an account, unless it is due to death and supporting documentation is provided. Requests to remove a living joint owner from the account are handled by closing the existing account and opening a new account under the desired ownership. If Mr. ******* has any other questions, he may contact us directly at ***** ********* 

  Customer response

  05/20/2022

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  
  I am rejecting this response because:
  
  ******** ****** ******* * ****** ******** *** *********** ***** **** ****** ** ***** ** ** ***** ** **** ******* ** *** ***** ******** ******* * **** **** ** ******* ******* **** ******** *** **** ** ********* *** ******** ********** **** *****t Bank comes up with a Solution!  ***** ***  ****** *******

  Business response

  06/01/2022

  
  As stated in our previous response, the account referenced by Mr. ******* is held in joint ownership. A
  joint owner cannot be removed from an account, unless it is due to death and supporting documentation
  is provided. Requests to remove a living joint owner from the account are handled by closing the existing
  account and opening a new account under the desired ownership.
  
  Once there are no outstanding items or pending transactions, any of the joint owners on the account can
  request it be closed, without the signature or presence of other joint owners. The request to close the
  account can be submitted via mail, telephone, email or in person.
  
  If Mr. ******* has any other questions or needs further assistance with closing his account, he may contact
  us directly at ***** *********
  

  
  

  Customer response

  06/02/2022

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  
  I am rejecting this response because...

  I dont agree with Arvest Policy or Terms...

   Im done with this COMPLAINT!

  
  

• Initial Complaint

  04/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had multiple terrible interactions with this company. From applying for a loan, credit card, payment collection, fraud program, and overdraft. I have given this company multiple chances to correct because of their presence and assistance to the NWA community. Their home loan process in convoluted without clear instruction on what is needed to qualify for preapproval. With credit cards and bank accounts, they will close your account without/late notice without a justifiable reason and collect interest on any outstanding balance. They waited 4 years to notify of an outstanding balance on a credit card, collected interest on the balance, and instead filed a writ of garnishment while continuing to claim interest. Not to mention their overdraft policies. $36 overdraft charge when they control how transactions are processed and in what order. Bank has shady business practices, intentionally misleading explanations of these practices and to this day refuses to send documentation to the wrong address despite being informed of the correct one. Find a different bank is my advice, one without their hands in your pockets trying to take any money you may have.

  Business response

  05/04/2022

  Please see the attached document as Arvest Bank's response to ******* ********s complaint.

  We have reviewed Ms. ********* concerns and appreciate the opportunity to respond.
  
  During our research with Arvest Credit Card, we found our collection team attempted to contact Ms.
  ******* multiple times by mail and phone, leaving voicemails when the calls were unanswered. Arvest
  mailed letters to ******* on 09/20/17 and 10/09/17, to the address on file at that time.
  
  Our nightly processing cut-off time is 8:00 PM. All transactions, including ATM deposits, completed after
  8:00 PM Friday will be processed on Monday, the next business day. The order in which debit card POS
  purchases are posted is dependent upon the merchant and when they request payment. The merchant
  has 60 days to present final settlement.
  
  Upon researching credit history with Arvest, we were unable to find credit pulls or loan applications
  associated with Ms. *******.
  
  
  If Ms. ******* has further questions, she may contact us at ***** ********.
  

  
  

  Customer response

  05/05/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: Formatted letter does not answer complaint and instead chooses to try and cites exactly why complaint was filed. In fact, the response is untrue. Voicemails were not left and the dates listed are 5 years ago. In addition, 2 loan applications have been submitted for home loans. It is clear Arvest has no intention of actually responding to the complaint.
  
  Regards,
  
  ******* *******

  Business response

  05/13/2022

  Our complaint response for ******* ********s reject is attached.  

  Thank you.

  We are unable to locate mortgage application information for Ms. ******* using the information provided
  to us through the Better Business Bureau complaint. Additionally, while we have record of a checking
  account opened in 2010, we have confirmed the account was closed in 2014. As such, we are unable to
  specifically address the concerns Ms. ******* raised regarding Arvest’s mortgage process, overdraft, fraud,
  or any corrections she may have requested or that needed to take place for issues related to those items.
  
  Regarding Ms. ********* credit card account, our records reflect that in 2017, calls to her phone number
  on record were placed by the ******** **** **** (now Arvest Credit Card) collections team on October
  25, October 30, November 2, November 6, and November 8. The calls were unanswered, and voicemails
  were left for Ms. *******. Her account was ultimately charged off and sent to the attorney firm **** * *****, on November 24, 2017.
  
  For further information regarding her charged off credit card account, Ms. ******* will need to contact
  **** * ***** ** *************
  If Ms. ******* has further questions regarding Arvest’s mortgage process, she may contact our mortgage
  customer service line at **************. For other questions, she may contact us at ***** *********

• Initial Complaint

  04/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On the 1st of April, I had paid $199.08 to ******* ******** to pay half of the remaining balance from March after informing ******** that I would pay half. On the same day, I withdrew $200 from an ATM at *** ** ******, which incurred a $3.00 service charge on the same receipt. Arvest Bank treated the withdrawal as being paid directly to *** ** ****** rather than an ATM withdrawal. At this point the account was still in a positive balance of $510.64. After the ATM withdrawal I withdrew $1000 in person from Arvest, this did overdraft the account, however Arvest charged $17 overdraft fees for the initial $200 ATM withdrawal, a separate charge for the $3.00 service fee, and the $1000 withdrawal. On 4/13/22 Arvest bank automatically paid another $199 charge to ******** with my authorization, as the account was overdrawn, they charged me another $17 fee. I then received a notice from ******** for insufficient funds after the overdrafts. I additionally received a charge for Advance America, a closed account which is not used, and shows as $0.00 on the account statement. Arvest then stated that the $199 charge to ******** had been returned which it had not. I am seeking to have the account corrected and the $17 charges refunded.

  Business response

  05/03/2022

  Arvest Bank regrets the error in not responding to Ms. ******* complaint sent to us by the BBB on April 18; we missed seeing the notification email on that day. We are in receipt of the second notice and will promptly investigate the concerns Ms. ***** has raised and respond by May 13, 2022.  

   

  Thank you,

  ***** **********

  Business response

  05/05/2022

  Please see the attached document as Arvest Bank's response to ******** *****'s complaint.

  Dear Better Business Bureau:
  
  We have reviewed Ms. ******* concerns and appreciate the opportunity to respond.
  
  We have validated Ms. ******* transactions and all applicable fees properly reflect our posting order. When a check or
  electronic payment (ACH) is presented against an insufficient balance, the item will be returned if not covered by overdraft
  coverage or insufficient funds are available. When items are returned, the customer’s account is not debited for the item
  but an insufficient (NSF) fee of $17.00 is applied to each returned item.
  
  Ms. ***** conducted a $1,000.00 withdrawal on April 1, 2022 which brought her account negative, and a $17.00 fee was
  assessed for this transaction on April 4, 2022. Afterwards, ******* presented two of $199.08 transactions for payment on
  April 04, 2022 and April 08, 2022 against an insufficient balance and each item was returned. A $17.00 fee was assessed
  for each of those returned items on April 5, 2022 and April 11, 2022, respectively. The $199.08 transaction for *******
  cleared Ms. ******* account on April 15, 2022. No fee was charged for the Advance America transaction, referenced in
  the complaint, that posted on April 4, 2022.
  
  Arvest Bank does not charge an overdraft fee if the negative balance is caused by a bank fee.
  
  Arvest wants to help Ms. ***** avoid overdraft fees and encourages her to examine her overdraft coverage options. We
  offer Basic and Extended coverage, as well as the option to opt out of overdraft protection completely. We also offer other
  account options such as our Bright Solutions™ checkless account, as well as budgeting tools that are available online.
  Additionally, customers can set up customized text and email alerts through online banking and our app that can help her
  manage account balances and help avoid inadvertently overdrafting their checking accounts.
  
  If Ms. ***** has any further questions or concerns, she may contact us at ***** ********.
  

  
  

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had open up Arvest bank back in December of last year they have let not once but twice let my account get hacked and they are blaming me for it so what I want is to file a complaint because I feel it’s very unjustified to close my account because they let someone hack in twice and put a check that was sent back because of it being no good I believe that is not my fault that their security failed to uphold their end when I told them I want you to secure my account so nothing like that happen again but no instead of securing my account they want to close when it is not my fault they didn’t have their security up to par to deal with that and I have told them that it is unjustified and not right for them to close my account because of their failure in security and I’m the one being punished for their mistake and not diligence in making sure my account was secure.

  Business response

  04/18/2022

  We have reviewed Mr. ******** concerns and appreciate the opportunity to respond.
  
  Our records show the customer reported an unauthorized transfer on March 9, 2022. Arvest followed
  necessary steps to protect Mr. ********* information by processing an account close/reopen, changing
  login credentials and resetting his online banking security questions.
  
  Records further indicate a pattern of high-risk activities took place with Mr. ********* new checking
  account, and on March 28 Arvest made the decision to close Mr. ********* accounts for cause. This
  decision was conducted in accordance with established procedures.
  
  If Mr. ******** has any additional questions, he may contact us at ***** ********.

  Customer response

  04/21/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  **** ********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩