Complaints

This profile includes complaints for Arvest Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Arvest Bank

  PO Box 799 Lowell, AR 72745-0799

  
• 

  Arvest Bank

  1071 E Tulsa Ave Kansas, OK 74347

• 

  Arvest Bank

  13716 E 106th St N Owasso, OK 74055

• 

  Arvest Bank

  4500 N Harrison St Shawnee, OK 74804

• 

  Arvest Bank

  70399 US 59 WESTVILLE, OK 74965

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/11/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint against Arvest Bank is linked to a BBB complaint ******** against Budget Car Rental. I submitted a large amount of information, evidence and fact concerning this issue that supports my position and not Budget Car Rental claims. I have an unauthorized charge dispute because of what Budget Car Rental tried to charge is not correct. The amount of submitted evidence clearly supports that. Budget Car Rental employs incompetent and negligent people. I am astonished that Arvest Bank is dragging their feet on this issue. At times Arvest Bank tells me things and those things change. I am seeking a provisional credit, so let's go and get this done. I am wondering if Arvest Bank supports Budget Car Rental instead of their customer which is me. I do not pay bills I don't agree with or ones that are incorrect. In general customer service is lousy everywhere these days as apposed to when I was younger. I would say Arvest customer service is lousy in this issue.

  

  Business Response

  Date: 03/20/2025

  Dear Better Business Bureau:

  Arvest Bank is in receipt of the complaint filed by **** ******** with the Better Business Bureau on March 11, 2025, regarding a pending dispute claim. We thank you for the opportunity to address *** ********** concerns.

  *** ******** filed a dispute claim on February 25, 2025, alleging he had an unauthorized transaction on his account. Provisional credit in the amount of $916.94 was issued to the customer's account on March 13. 2025, while the dispute is investigated. A letter was mailed to *** ******** on March 20, 2025 informing him of the provisional credit and explaining the dispute details.

  This type of dispute can take up to 120 days before reaching a final decision. A letter was mailed to *** ******** on March 20, 2025 informing him of the provisional credit and explaining the dispute details. During the investigation, *** ******** will have unconditional use of the funds. We may debit his account or hold him liable at the end of the investigation for any amount determined to have been authorized or not in error. Once a determination has been made, we will send correspondence to *** ******** with the dispute outcome. Unless the dispute is declined, any overdraft charges associated with the disputed transactions will be refunded.

  If *** ******** has further questions regarding the dispute process, he may contact us at ***** ********.

  Sincerely,

  Arvest Bank

   

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

   

   

  Customer Answer

  Date: 03/21/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:01/21/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Arvest never sent the escrow payment for the annual taxes on our mortgage in 2024. Their system indicates that a tax payment was disbursed, refunded and disbursed again but we never received a check. We paid the taxes ourselves after contacting the company several times requesting the check for payment. We sent a copy of the receipt showing that we paid the taxes and again request a new check be issued.
  
  I receive daily emails from USPS imaging all mail that I receive. I have reviewed all mail images since December 1st 2024 and no check was sent to us from Arvest.
  
  We have continued to contact Arvest Mortgage's customer service both by phone and in writing. Arvest has not responded or provided any explanation as to if/when we will be issued a check for the escrow amount. Customer Service indicated that we would receive a return phone call from ***** in the Escrow Department. They indicated that ***** called us on 1/15/25. Our phone records indicate that no such call was ever received.
  
  I contacted customer service today and received the same claim that ***** would be calling us.

  

  Business Response

  Date: 02/05/2025

  (The full response is in the attachment.  Excerpts from the response are below.  Please read full letter for all details.)

  Arvest Bank is in receipt of the complaint filed by ****** ******* with the Arkansas Better Business Bureau on January 21, 2025 (case number 228388844), and the complaint filed with the Consumer Financial Protection Bureau on January 21, 2025. In *** ********'s complaints, he maintains it was necessary for him to pay his tax bill personally, alleges the escrow tax disbursement refund for his voluntary tax payment has not been processed timely, and contends Arvest Bank has been unresponsive to his inquires. We thank you for the opportunity to address ********'s concerns.

  Arvest Bank is required to satisfy all federal regulations, state laws, and investor/insurer guidelines, and our intentional efforts reflect our mission to ensure we comply will all fair lending and consumer protection laws and regulations. We remain committed to assisting our customers within these laws, regulations, and guidelines.

  The Real Estate Settlement Procedures Act (RESPA) requires Arvest Bank to pay escrow disbursements on or before the deadline to avoid penalties. Arvest Bank engages with a third-party residential property tax services vendor to procure accurate tax information, obtain payment specifications from various tax authorities, and make timely tax payments.....

  .....***  ********* real property taxes are due by January 31, 2025. As reflected on the enclosed Transaction History, funds in the amount of $8,645.72 were initally disbursed to our third-party residential property tax services vendor for payment of ***  ********* Sherwood Village taxes on December 3, 2025. Due to a processing error, those funds were refunded to ***  ********* escrow account of December 6, 2025. Accordingly, Arvest Bank reissued funds on December 11, 2024, by check ********* in the amount of $8,645.72 payable to Shorewood Village. This check was mailed to the address on record:  *** ******** ****** Wauwatosa, WI 53213-3856.

  Records reflect *** ********, the co-borrower, contacted us by telephone on December 23, 2024, notifying us that check ********* had not been received and inquired about the processes necessary to stop payment and reissue funds....

  ....During that same convesation, *** ******** stated he would pay the taxes personally if he did not receive the check before he left town. During a subsequent conversation with*** ******** on January 2, 2025, he confirmed he paid the taxes personally and requested a replacement check made payable to him individually. *** ******** was advised to submit the request to reissue the check in this name individually along with the paid tax receipt to [email protected]. Records reflect Arvest Bank received this information on January 3, 2025.....

  ....We can confirm that check ******* was made payable to ****** ******* and Edward Lefforge was shipped separately b FedEx with tracking number *********** on January 29, 2025....

  (Attached is our response to Complaint ********.)

  If we may be of further assistance, please let us know.

  Customer Answer

  Date: 02/09/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:01/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Per my original contract at time of purchase of my house and the original Amortization Schedule provided by Arvest Bank, my PMI insurance was to cease once my loan got below 245,521.91. In March of 2024, I mistakenly asked about the PMI and it still being on my loan, and was advised I haven't reached the amount to where it would no longer be required. I got my loan below the required amount and it is still on my loan. When asked about it again, this time I am being told I have to pay close to 200.00 and fill out an application packet to have it looked at. That was NOT the agreement we all signed at closing of the house.

  

  Business Response

  Date: 01/29/2025

  Arvest Bank is in receipt of the complaint filed by ********* ***** with the Better Business Bureau (BBB) on January 7, 2025, in which she contends that she should have been able to remove the Private Mortgage Insurance (PMI) assessed to her escrow account when her unpaid principal balance reached $245,521.91, states that the PMI is still reflecting on her loan despite having paid the balance below the required amount, disputes the requirement of the borrower-paid Broker's Priced Opinion (BPO), and alleges that these terms were not agreed upon at closing. We thank you for the opportunity to address *** ******* concerns.

  Arvest Bank is required to satisfy all federal regulations, state laws, and investor/insurer guidelines, and our intentional efforts reflect our mission to ensure we comply with all fair lending and consumer protection laws and regulations. We remain committed to assisting our customers within these laws, regulations, and guidelines....

  ....As indicated on the enclosed PMI Disclosure, it states under Borrower Requested Cancellation of PMI on page one (1). "PMI will only be canceled if all the following conditions are satisfied:

  1. you submit a written request to the servicer for cancelation;

  2. you have a good payment history;

  3. you are current on the payments required by your loan; and 

  4. the servicer receives, if requested and at your expense, evidence satisfactory to the holder of your loan that the value of the property has not declined below its original value, and certification that there are no subordinate liens on the property.

  It goes on to state that "After receiving your written cancellation request, the servicer will notify you promptly of the type of evidence you must provide to satisfy the condition as described in number 4 above."

  Our management team has reviewed *** ******* borrower-requested PMI removal request. PMI notices, escrow history, and other servicing records. Records indicate that the PMI removal packets were mailed to *** ***** on March 18, 2024, and January 7, 2025, following the receipt of the email requests from March 6, 2024, and December 30, 2024. These packets included instructions and requirements for the potential removal of PMI from *** ******* mortgage payment. Requirements for cancellation of private mortgage insurance are established by the Homeowners Protection Act (HPA) in conjunction with the investor's guidelines and relevant state laws.

  As indicated on the enclosed PMI removal request packets dated March 18, 2024, and January 7, 2025. It states "We may be able to remove the monthly PMI. However, to do so, and interior BPO must be completed through our office at the expense of the property owner to certify your CURRENT property value."

  Moreover, the PMI Annual Notices mailed each year, including the most recent notice mailed on March 26, 2024 (enclosed), states under the Borrower Requested Cancellation of PMI: "You have the right to request that PMI on your loan be cancelled if the following requirements are satisfied". It then specifies on the final bullet, "Received as evidence, ordered, and attained solely by Arvest Mortgage at the expense of the borrower in the form of a Broker's Price Opinion or Appraisal, which reaffirms the property value hasn't declines below the original value and the property is not subject to subordinate lien.".....

  .....Arvest Bank appreciates the opportunity to service *** ******* mortgage loan. While we regret her dissatisfaction, we are unable to determine any mortgage serving errors related to our review of *** ******* borrower-requested PMI cancellation requests. Should *** ***** have additional questions or concerns, we ask that she contact us directly at (800) 366-2132, 7:00am to 8:00pm CT Monday through Friday and Saturday from 8:00am to 2:00pm CT.

  Sincerely,

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

  Mortgage Servicing Manager

  Arvest Bank

   

  (See attached full document.  Some information in original letter includes specifics important for this consumer but not necessary for others to understand Arvest Bank's response to the complaint.)

  
  

  Customer Answer

  Date: 04/01/2025

  After continued requests for my PMI to be terminated from my mortgage account, a letter was sent by Arvest stating ''if you are current on your loan payments, PMI will automatically terminate on the date the principal balance of your loan is first scheduled to reach 78% of the original value of the property. This date is March 1, 2025". "So long as the loan is contractually current, PMI will automatically terminate, effective March 1, 2025 without action required by you.' Here we are - still getting charged the PMI. I have been current on this loan from day 1. I have made extra payments. I have held up my end of this contract, but can't seem to get Arvest to do the same. You can't talk to anyone, takes over a month to get information mailed to you, etc.

• Initial Complaint

  Date:11/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mortgage went up way more than usual back in 2020. Arvest Bank agreed to take my payment while I researched with the county tax department. This was during COVID so it took a couple of weeks before I could get some answers from the county. Arvest never applied my credit and listed the account as late and left the funds unapplied. Since then they have charged me a late fee every month. I spoke with someone two years ago who seemed to understand the problem and told me they would fix it; he never did. Somehow, he and his notes on the account have gone missing. I have tried and tried to resolve this with absolutely no success. My original payment from that year has diminished with some interesting math that makes no sense. They are also reporting me late to the credit bureaus but nowhere mentioned that they never applied my payment. It is hard to believe that they care about me as a customer. Every suggestion ends with getting more money out of me.

  

  Business Response

  Date: 12/03/2024

  (This is a condensed version of the letter supplied by Arvest Bank.)

  Arvest Bank is in receipt of the complaint filed by ****** ********* with the Better Business Bureau on November 15, 2024. In *** *********** complaint, she references a payment increase that occurred in 2020 as a result of a property tax increase, states Arvest Bank never applied the funds she submitted during this time, resulting in late charges and negative credit consequences, alleges she was told the issues would be resolved but states evidence of that discussion is no longer available and her multiple attempts to resolve the issues have been unsuccessful, expresses confusion regarding various payment changes, and asserts that we have erroneously reported delinquencies to the Credit Reporting Agencies (CRAs). We appreciate the opportunity to address *** *********** concerns.

  Arvest Bank is required to satisfy all federal regulations, state laws, and investor/insurer guidelines, and our intentional efforts reflect our mission to ensure we comply with all fair lending and consumer protection laws and regulations. We remain committed to assisting our customers within these laws, regulations, and guidelines.

  In the course of our complaint investigation our management teams have reviewed *** *********** transaction history, escrow history, various disclosures, other servicing records, communication records, and the timeline of relevant events. We can confirm the initial delinquency on this mortgage loan , secured by vacant investment property, began prior to the March 13, 2020, declaration of the COVID-19 national emergency. Additionally, we maintain Arvest Bank has provided numerous disclosures timely notifying *** ********* of the payment changes, amounts due, due dates, past due payments, transaction details, presenting her the opportunity (specifically on fifty-two occasion over the life of the loan) to be evaluated for loss mitigation options, and cautioning that failure to bring the loan current may result in fees and credit-related consequences. Specifically *** ********* was provided the following documents (enclosed)

  • Billing Statements dated December November 20, 2019, through November 18, 2024
  • Payment Due Letters dated July 20, 2021, through November 19. 2024
  • Escrow Analysis Statements dated October 30, 2019, through March 15, 2024.

  While we regret *** *********** dissatisfaction, we respectfully assert her failure to remit timely, accurate contractual monthly payments, bring the loan current, and respond to the numerous disclosures referenced above are the root causes of the delinquencies, assessment of related late charges, and subsequent negative credit reporting.

  The mailing address of record at the time these disclosures were mailed is listed below. There is no record of Arvest having received any return mail.

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

  Riverview, FL 33579

  The terms and conditions of *** *********** Note (enclosed) require her to make payments every month until she has paid the unpaid balance, interest, and any other charges owed under the Note in full. *** ********* agreed to make the mortgage payment on the first of the month, every month, as evidenced by her signature on the Note. A mortgage loan is delinquent or past-due beginning on the date a periodic payment is sufficient to cover principal interest, and if applicable, escrow becomes due and unpaid until such time as no periodic payment is due and unpaid......

  ....The new, increased payment due December 1, 2019. was received on December 17, 2019 via Arvest billpay, as reflected on the enclosed transaction history. Similarly, the payment due January 1, 2020, in the amount of $1,066.31 was received via Arvest billpay on January 16, 2020, and is also reflected on the enclosed transaction history. We then received a payment in the amount of $910.00 via a third pay billpay service on February 13, 2020, which was less than the contractual monthly payment of $1,066.31 due February 1, 2020. Payments received for less than the regular monthly payment of principal, interest, taxes, and insurance are posted to a separate suspense account. Once a payment is received that is sufficient to satisfy the balance between the suspense funds and the regular monthly payment, we then apply the funds to the mortgage loan.....

  .....As a Furnisher of Information, the Fair Credit Reporting Act (FCRA) requires that we report information to Credit Reporting Agencies (CRAs) with Accuracy and Integrity. Some of the key components to satisfy the Accuracy and Integrity requirements are that the information provided to the CRAs:

  • Correctly reflect the consumer's performance and other conduct with respect to the account or other relationship
  • Is substantiated by our records at the time it was furnished....

  .....Arvest Bank appreciates the opportunity to service *** *********** mortgage loan. While we regret her dissatisfaction, we are unable to determine any mortgage servicing errors related to her escrow analysis, payment posting, late charge assessments, negative credit reporting, or customer care communications and resolution attempts. Should she have additional questions or concerns, we ask that she contact us directly at ***** ********, 7:00am to 8:00pm CT Monday through Friday and Saturday from 8:00am through 2:00pm CT.

  Sincerely,

  ***** *****

  Mortgage Servicing Manager

  Arvest Bank

  (see the complete full letter and additional enclosures)

   

• Initial Complaint

  Date:10/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Commencing on or about February 20th, 2024, I fell victim to a multi-layered scam operation run by “*********” which involved me making deposits for a total amount of 64,389 USD from my Arvest Bank account to a fraudulent investment firm.

  

  Business Response

  Date: 11/08/2024

  Arvest Bank is in receipt of the complaint filed by *** ******* with the Better Business Bureau (BBB) on October 25, 2024, in which he describes being a victim of a multilayered investment scam and asserts that his prior complaints made directly to Arvest Bank went unanswered.  We thank you for the opportunity to address *** *******'s concerns.

  Our fraud department previously flagged several transactions on *** *******'s account for review and customer verification.  Records indicate that *** ******* advised that the transactions in question were legitimate on March 30, 2024 and April 9, 2024.

  On July 2, 2024, Arvest Bank received a written complaint from *** *******, in which he advised that several transactions on his account were the result of what he had come to understand was an investment scam.  Arvest Bank proactively filed disputes against those transactions that same day.  On July 31. 2024, we responded to *** *******'s complaint in writing and encouraged him to report the incident and learn more about various scams at *********************

  On August 27. 2024, Arvest Bank received a second written complaint from *** ******* in which he reaffirmed being a victim of an investment scam and alleged we did not respond to his prior complaint from July 2, 2024.  On September 11, 2024, we responded to *** *******'s second complaint in writing and provided him with a copy of the original complaint response sent.

  The dispute cases were closed with no credit issued to *** *******.  The dispute outcomes were supported by the following:  research indicated no evidence of a deposit or billing error occurred, authorization for the transaction was provided, and the receipt banks refused to send the wired funds back.  Arvest Bank investigated the disputes according to regulations and adhered to all applicable timelines.

  In response to this complaint, all of *** *******'s disputes filed on July  2, 2024, have been reasserted.  The reassertion process triggers an additional review of the disputed transactions, and the final outcome will be communicated to *** ******* via mail.

  If *** ******* has any other questions or needs additional assistance, he may contact us directly at (866) 952-9523.

  Sincerely

  Arvest Bank

  (Please see the attached document as Arvest Bank's response to *** *******'s complaint and supporting letters.)

• Initial Complaint

  Date:10/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have late payments from ARVEST BANK on my credit report. I have been on time for 99% of my payments. The months that report a late payment was due to an ACH payment issue with my bank and I was never notified about it. I would like to ask if upper management could submit a request to the credit reporting agencies to remove the late payments.

  

  Business Response

  Date: 10/22/2024

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

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have reached out to the ombudsman due to your negligence regarding account ARVEST MORTGAGE *************. Despite numerous dispute letters and formal complaints submitted to the CFPB, this issue remains unresolved. The attached documentation will show that this account has inconsistent late payments across the credit bureaus. For instance: One bureau report 90 days late, another reports 120 days late, and A third bureau shows no record of a late payment at all. According to the Fair Credit Reporting Act (FCRA), all furnished information must be accurate and consistent across all credit bureaus. This level of discrepancy directly violates these principles. The failure of Arvest Mortgage and the credit reporting agencies to resolve this issue, despite the documentation provided, raises serious concerns about their compliance with the FCRA. In light of the Cushman v. TransUnion Corp. decision by the U.S. Court of Appeals, furnishers of credit information are legally required to conduct a proper investigation of disputes. Failure to do so could constitute a violation of the FCRA, which entitles me to seek damages under 15 U.S.C. § 1681n and 1681o for willful or negligent noncompliance. See the attached account and remove this inaccurate information from my credit report. I have attached the True bill which payment is to be remitted to the address listed on the invoice. Transunion has removed this incorrect information from my credit report.

  

  Business Response

  Date: 10/01/2024

  Dear Dispute Resolution,
  
  Arvest Bank is in receipt of the complaint filed by ****** ***** with the Better Business Bureau of Arkansas on September 16, 2024. In *** ****** complaint, he expressed dissatisfaction with Arvest Bank’s credit and complaint investigations, maintains Arvest Bank is reporting inaccurate credit information, and alleges the consumer reporting agencies are reporting inconsistent and/or inaccurate credit information. We thank you for the opportunity to address *** ****** concerns. 
  
  Arvest Bank is required to satisfy all federal regulations, state laws, and investor/insurer guidelines. Our intentional efforts reflect our mission to ensure we comply with all fair lending and consumer protection laws and regulations. We remain committed to assisting our customers within these laws, regulations, and guidelines.
  
  In the course of our complaint investigation, our management teams have reviewed *** ****** various direct and indirect disputes, the complaint he submitted to the CFPB on November 30, 2023, our response letters, and other servicing file records.  
  
  As *** ***** indicates within his complaint, we can confirm he has submitted numerous direct and indirect credit disputes. Specifically, *** ***** has submitted ten (10) since November 2023. Pursuant to the Fair Credit Reporting Act (FCRA), Arvest Bank investigated each dispute and timely responded to either *** ***** or the CRA(s), as applicable.  Records further indicate there is one (1) indirect credit dispute currently under investigation.  
  
  *** ***** has not pointed to any specific credit reporting by Arvest Bank in his recent complaint with the Better Business Bureau of Arkansas, and has not provided any new material information with that complaint that is relevant to any of the disputes he has submitted.  While we recognize that *** ***** remains dissatisfied with the findings of our credit and complaint investigations, we trust he understands our conclusions. Our management teams have reviewed the findings of the various credit investigations, and we have determined the negative credit information being submitted to the consumer reporting agencies (CRAs) is correct. Moreover, we respectfully maintain that our obligation to investigate *** ****** claims was previously  satisfied. Arvest Bank is not required to investigate a credit dispute if we have reasonably determined the dispute is frivolous or irrelevant, as defined by the Fair Credit Reporting Act (FCRA). A dispute qualifies as frivolous or irrelevant if it is substantially the same as a dispute previously submitted. 
  
  As a Furnisher of Information, the FCRA requires Arvest Bank to report information to Credit Reporting Agencies (CRAs) with Accuracy and Integrity.  Accordingly, and as previously communicated to *** ***** on multiple prior occasions, we respectfully decline *** ****** demand to remove the negative credit reporting we have furnished to the CRAs. Performing a goodwill credit adjustment to report a proven delinquent account as current would not be consistent with regulatory guidance and would be a violation of our internal standards. 
  
  While we acknowledge the disparities between the credit information we have submitted to the CRAs and the credit information the CRAs have reported, we’d like to remind you that our obligations as a Furnisher of Information and the consumer reporting agencies’ (CRAs) as Reporters of Consumer Information under the FCRA are separate altogether. As such, we cannot speak to the obligations or practices of TransUnion, Experian, and Equifax.   
  
  Arvest Bank appreciates the opportunity to service *** ****** mortgage loan, and we thank him for his patience while we reviewed the findings of his credit investigations. Should *** ***** have additional questions or concerns, we ask that he contact us directly at ***** ******** from 7:00 a.m. to 8:00 p.m. CT Monday through Friday and Saturday from 8:00 a.m. to 2:00 p.m. CT. 
  
  Sincerely,
  Credit Department
  Arvest Bank
  
  

• Initial Complaint

  Date:08/29/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called regarding two fees on my account. The customer service representative asked for proof that I took a picture the day of in question. (6days ago) She accused me multiple times of taking the screenshot just then while I was on the phone. However, I did not and clearly had she looked at the photo she would have seen the time difference. She would not help me and disconnected the call. She could not provide proof that I was ever negative. It shows I was not on my end. I requested proof over and over and she could not provide. Customer of 10+ years but no more!

  

  Business Response

  Date: 09/12/2024

  Arvest Bank is in receipt of the complaint filed by ****** ****** with the Better Business Bureau on August 29, 2024, regarding fees incurred.  We thank you for the opportunity to address *** ******** concerns.

  We have validated *** ******** transactions and all applicable fees properly reflect our posting order.  Our posting order is explained in our deposit opening agreement and is also posted on our website.  When a check or electronic payment (ACH) is presented against an insufficient balance, an insufficient (NSF) fee of $17.00 is applied to each item.  On August 21, 2024, and ACH for $128.00 was presented against an insufficient balance in *** ******** account, and a $17.00 fee was assessed for this transaction on August 22, 2024.  On August 22, 2024, an ACH for $54.37 was presented, and a $17.00 fee was assessed for this transaction on August 23, 2024.

  Arvest wants to help *** ****** 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.  Additionally, customers can set up customized text and email alerts through online banking and our app which can help manage account balances and help avoid inadvertently overdrafting their checking accounts.

  If *** ****** has further questions, she may contact us directly at *****  *********

  
  

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

• Initial Complaint

  Date:07/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I withdrew $400 from my bank account on July 10. Arvest duplicated the transaction and took out $800. They have opened a dispute but are not giving me information updating me on the process. It has been over a week. They are now charging me several insufficient fund fees because I am overdrawn because they stole $400. This is how people can get evicted. They need to return my money they stole and all of my overdraft charges they charged me immediately. I do not have any written communication, but they have a copy of all phone conversations we have had, which have been extensive.

  

  Business Response

  Date: 08/10/2023

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

  Customer Answer

  Date: 08/10/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  Alana ****

• Initial Complaint

  Date:06/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we are negative by the amount of a check you sent us back in March or April that we deposited within the 120-day time frame/void after date listed on the check.
  
  What do we need to do for the check to either become processable or to get another check? We are also happy to take you to small claims to get this resolved, but if we can do so amicably that would also work as well.
  
  The account was under the name Michel **** on the property located at  He is copied here and can also be reached by phone at  
  Our new address to reissue a check to is  
  We no longer have access to the mailbox at  Thank you