Frost Bank Reviews 60

Extremely ancient and slow moving; they are in it for folks with balances over seven figures. If you have less in your account, you’ll be treated as less,

Their fraud and resolution teams are utterly useless and make no attempts to correct an atm issue.

They report to Wall Street shareholders and don’t give a flip about the average consumer.

This bank is the absolute worst. I was going through financial hardship due to being laid off from my job and had an account that was charged off. Frost Bank then proceeded to take the funds out of my 16 year olds bank account since I have to be listed on his account (due to him being a minor). He just started working recently and was saving this money for a car and for college, as I am a single mom and he is so driven to save for his future. I can't believe that rather than calling me to set up a payment plan then opted to take his entire paycheck out of his account. He has been working so hard and my financial hardship has nothing to do with him. The way they handled this issue is awful and I am disgusted. After calling them to ask that they reverse this, they continued to put me down and throw in my face that this is not the first time I have had financial problems. No remorse whatsoever for what they did to my son. I hope they sleep well at night knowing that they just made our situation way worse. As a single mom, I will figure this out. But this bank is the absolute worse and they could care less what they do to people. Thank you so much for kicking me while I'm down. That's exactly what I deserve for being a loyal customer for probably 20 years. Absolutely Disgusting!!!

I love all my representatives at Frost Bank on Camp Wisdom!!! Gale, Veka, Annette and Jesus they’re one of a kind. Always, friendly, very polite and I love the HOSPITALITY AND ATMOSPHERE at my bank!!! Love you all beyond measure

I have been a Frost Bank customer - with personal and business accounts - for almost 30 years. The customer service has been declining for a while now, and I will (finally) be closing my accounts with Frost. The nickel-and-dime charges, along with terrible attitudes of the counter staff are no longer tolerable. I will advise all of my own business clients to avoid Frost.

Let me start off by saying that my initial view of Frost Bank was exceedingly positive. My small business was starting out and growing, and I had a fantastic relationship with my personal banker. They were very helpful with navigating getting funding through a difficult period as the pandemic was beginning. However, that personal banker was the sole bright spot.

My business ended up hitting a very turbulent season, and we were struggling to pay our bills and SBA loan. During this time, communication with the bank was very difficult and at times, non-existent. My business ended up being put into special assets, which I understood, since we were in a rough spot. However, we ended up paying off the large SBA loan quickly, leaving us with a small debt to Frost Bank. Over the course of 2 years, even with our business growing and starting to thrive, Frost Bank refused to release my business from special assets.

Just recently, I requested that we be able to pay off that small debt and get a plan to get in good standing, have access to a personal banker, and be in a positive relationship with Frost Bank. With no good explanation, this was rejected. I was told that once the loan was paid off, I would remain in special assets indefinitely, and the positive relationship would never be restored. This was without any malfeasance or deception on my part. I had been up front about everything. My business had 6 months of positive growth, or taking on investors, and starting growth projects, and frost has decided to reject that.

I cannot in good conscience ever recommend Frost Bank to anyone. This saddens me, because I used to sing their praises. However, it apparently was just the personal touch of a fantastic banker. Your results may vary, but I do say to proceed with caution. We are now shopping for a new business banker.

Frost bank made a decision on a checking account to decline because an inaccurate item on Chex systems yet lacking logic common sense asking for proof. Chex systems said I didn’t have an account in years, I’ve had one for 30 years. Their motto is customer service which is not true they have zero customer service skills

I transferred to them after my bank account at bank of america was hacked (they were no help at all) and have never regretted it found out it is the bank my accountant uses which says a lot

It was such a refreshing and delightful banking and home loan experience at Frost Bank. First we met with Ivette, who surprised me by her vast knowledge, easy conveyance of her knowledge and patiently answering countless questions we had about the options and steps we required to take. Processing was a painless and peaceful stage and closing the transaction felt uncomplicated .
I have been banking with Frost for decades, and I always regard it as one of the most professional banking institutions in Texas. But it was my first experience with Frost and its home loan offer to my niece, and I am pleased that my previous experience was reconfirmed in this process as well. I recommend the Home Loan services of Frost to anyone who is a first home buyer or otherwise.

Frost is a very good bank they will really work with you

Thank you frost bank for your great service you have been helping me save and helping me with bills I've been using your service for almost a year so far and I'm greatly satisfied with what you do for your customers using your bank service been searching for other bank and so far I have found no other better service bank I don't plan on switching anytime

I tried leaving a well-known bank because its service has deteriorated through the years and chose a smaller and what I thought was a customer-oriented bank. First red flag, I was advised that there was an alert on my file in which I did have but it was an alert not a freeze which I quickly removed. Credit bureau stated that the alert was simply for the merchant/creditor to obtain permission first, nothing more. That’s not how this bank seen it. Was told by phone support to go into the branch instead and they would still be able to open an account. Went to the bank, in which I was not thrilled by the super busy, crowded, scrunched in parking lot, to see a very small, stacked office with a security guard hovering nearby. The branch rep, after having me sit there answering numerous questions half an hour, then tells me they cannot proceed with opening my account because of this alert and confirms this with her manager. Conflicting advice given already. On the downside, I didn’t like the fact that they are not open Saturdays and you’re required to have a 6 digit debit card pin as opposed to a 4. The rep tells me to return after the alert has been removed. I told her no thank you, I’ll be taking my business elsewhere. (What other problems will I have in the future with them had I ignored all of these red flags?) When they got through with me, I was glad to go to another large, nationally recognized competitor. And oh by the way, the next bank didn’t one time bring up anything about an alert and all accounts were opened with no problems. Cash deposited, account numbers given, and my online account established before I even walked out.

There was a time when this bank was outstanding but their customer service isn't what it once was.

I called the bank due to having forgot I set up the account online and did not want it to close by the deadline date due to inactivity. First customer service did not make any effort to educate themselves on my request and it was simple. Can I extend my due date by one day due to being disabled and unable to drive, explaining I was not certain if I could get there in time. I was advised that they did not know but I could make a deposit from the ATM by 9pm and it should post. I get a ride get to the ATM and could not make the deposit. (Now mind you I had to give my debit card info in order to be verified during the phone call. Called the so called 24/7 customer service and they advised that my card is not showing online but a request has been escalated to correct this. Make it to the bank on deadline day. Deposit 15.00 just to keep the account open (my income is monthly and this was in the middle of the month). I find that I have been charged an 8.00 processing fee on a 15.00 deposit that I did as a walk in bank customer to the luke warm reception of the front desk agent. Then I realize no word on my card. To this day over 3 wks later my card is not corrected. I am just grateful that I did not change my direct deposit I can't afford fees like that.. And I had never seen any bank charge a service fee for a deposit made as a walk in on such a small amount and I have never seen a bank online or in person do that. It is poor service to me. I am not sure. I am a transplant to Texas from MI and I do love their location but there customer care needs work.

I went to Frost bank to split a large check the was paid to me. I didn’t want to take all the money(cash) out with me, but I have some pressing matters I want to do with it. What I wanted was to split the cashiers check in multiple checks so as to not carry that large amount of cash which me. They said they could not write multiple cashiers checks, because I don’t have a “relationship” with them.

What I got was attitude, and an unwillingness to make a new customer. I even offered to become a member. They said it would take 45min. I am pressed on the business day and have matters to attend to.

So, I got the cash in 100s and 20s! Can you believe that? Incredible, then they gave me a couple of thick plastic bags full of cash with no labels or cash count per bag.

Finally, I’m here in the back watch them recount, because she told me to “trust” them. I asked, have you heard the term “trust but verify”. After their treatment, not this time.

JR

I’ve been a customer for 2 years,no issues!

I recently initiated a mortgage application process with Frost Bank, and it was an absolute nightmare. Despite their competitive rates, the incompetence of their team, particularly Loan Officer Tina Grimes, made the experience unbearable.

My situation was unique: I wanted to pay off a construction loan for an investment property that I converted to my primary residence. I spent weeks explaining this to Tina, who assured me it wouldn't be a problem after discussing with her underwriting team. However, after completing their lengthy application process, she suddenly informed me that it couldn't be considered a new purchase, but rather a refinance. This meant I had to redo the entire application process.

After getting approved again, I was told that I needed to change the title of this property from my LLC to my personal name and then start the loan application process a third time. At this point, I no longer had confidence in their ability. No updates, no communication, no explanation from Tina.

The lack of organization, transparency, and professionalism displayed by Frost Bank's mortgage team is appalling. Tina's inability to manage my application efficiently and effectively wasted valuable time and caused unnecessary frustration.

Avoid Frost Bank's mortgage services unless you enjoy frustration and disappointment. Explore other options with more competent and customer-focused teams.

They used to have a great reputation. I used my checking and money market accounts, to fund my retail accounts, so I parked a fair amount of money with them. The local bank employees all knew me for 7+ years. Two years ago I started having basic troubles, transferring to my Chase bank. I reached out to my local branch. They claimed to have fix the problem, but didn't and I had checks bouncing at Chase. So I cut my Frost balances way back. I told them I was doing this because they so badly under performed. Today they questioned a check from The Treasury Department. After 20 minutes I had enough. So I closed out all my accounts, on the spot. Finally the manager's condescending words, and silly smirk disappeared. She even plead that we had gotten along so well, when I was there before. Treated my like crap one minute, then asking me if I didn't remember how well we got along he last time. Yes I'm nice, when you're not being rude. I reminded her that I had previously warned her to treat me with basic professional courtesy. I warned them the first time, that I'd leave if the ever treated me badly, again. Thankfully it was the same people, so knew it is their fault. They also remembered I told them, I would leave, if they were the source of any more trouble for me. I'm very happy, I never let them manage any of my investments. They did ask...once. They knowingly treated me badly, and acted stunned, when I closed out my accounts on the spot, in response. Guess the manager mistook my kindness towards them, as some form of submission, or stupidity. I left Frost for the cause of their petty, rudeness, and basic incompetence.

Open my account at Frost Bank Coppell when they first opened. So this is very disappointing, but I’m moving to Capital One next week. Do not trust Frost because they would will not have your back. I bought a pair of shoes a month ago that had the tongue tag sewed backwards. I reached out to the company trying to get a replacement pair or at least a refund with no one returning my call. Called Frost case, And after a long wait Frost sided with the company and gave me no reasoning.

Frost advertises that it backs its customers and protects their money. This is far from the truth. A company can buy all the awards from JD Power, but actions speak louder than advertising.

In May, I used a non-Frost ATM that did not dispense money. I immediately contacted Frost and created a dispute. A few weeks later, they reversed the provisional credit, stating that BOA provided documentation.

My frustration grew when I filed a second-level appeal for investigation, only to receive a 'decision-upheld' denial letter from Frost the same day. Their swift decision-making left me feeling unheard and dismissed.

They refuse to provide a copy of the documentation used during the investigation and state that I can only view it by going into a branch. There is zero transparency.

One of Frost's phone customer service reps said to contact Bank of America because Frost is not investigating further. She advised me to use Frost ATMs, even though the Plus Checking account is advertised as having foreign ATM reimbursements. Demetri, the investigator, refused to communicate by phone or email.

I held a HELOC with Frost, which I promptly closed after spending months over a simple $60. It's the principal of the matter. If I can't trust Frost to handle a minute issue, how can I trust they would resolve any future concerns.

Frost's actions have not just cost me $60, but also my trust and confidence in their ability to handle customer issues.

The most important thing for me is customer service.. I am in my late 50's and Frost Bank by far is the best bank I ever had an account with..