Frost Bank

"***DO NOT EVER BANK AT FROST BANK!!!!*** RUN AWAY FAR AND FAST TO FIND BETTER SERVICES AT ANOTHER BANKING INSTITUTION!!! I am a new customer to Frost Bank as of December. First of all, it was difficult to open an account there because of their limited hours in the lobby, where you have to go to open a checking account, (8-5). You ALWAYS get the lame excuse of, it's because of COVID. Frost Bank needs to actually focus on customer service needs, and NEED to extend their hours until at the very least 6p. I believe that open at 9 a.m., so staying open until 6 p.m. gives them 8 working hours with an hour for lunch. INITIALLY, FROST BANK APPEARS VERY CUSTOMER SERVICE ORIENTED, UNTIL YOU LEARN THEIR DEFICENCIES!!! THEN, THEY TURN NASTY AND MAKE STATEMENTS, "YOU READ THIS INFORMATION WHEN YOU OPENED THE ACCOUNT!!! Seriously??? Who reads every single line of every single piece of paper they give you??? It's the amount of paperwork that is required to open a simple checking account is similar to taking out a mortgage. Another problem I had this past week, was that they actually CLOSED my checking account because it had a zero balance and no deposits for 10 days, and did NOT have the professional courtesy to notify me!!! NO NOTIFICATION AT ALL!!! NO CALL, NO LETTER, NO EMAIL, NO TEXT, NOTHING!!! The way I found out was when I tried to use the ATM machine, and it kept giving me wrong messages, (wrong account number, which was wrong because the ATM machine had my debit card, but the 2nd incorrect message was that I was using the wrong PIN). So I called the customer service number on my debit card, only to be told, that my account had been closed by the bank. I was told by the very rude customer service woman that the reason it was closed was that there had not been any deposits and at a zero balance for 10 days. I work in Georgetown, (8-5, Monday thru Friday), and there is NO branch there yet, so I miss their hours. I was finally told this past weekend that they have drive thru hours at SOME branches. Frost Bank touts to new customers that they plan to open a branch in Georgetown in 2024, but DO NOT offer any specifics, which means that it won't open until probably late 2025. Frost Bank does have ATM machines in the Georgetown HEB on Williams Drive store, but, it DO NOT take deposits. My new employer insists on mailing our first paycheck to verify that the direct deposit will work, which did catch an error I made of transposing my account and routing numbers, so, my 2nd paycheck had to be mailed as well. Unfortunately, I did NOT receive my paycheck by snail mail until Saturday, and went to a branch to deposit it, but was NOT told that there would be a HOLD put on ALL my deposited funds until Wednesday, because of the holiday on this past Monday. I was told that processing of my depisited check, which was done EARLY Saturday, would NOT begin until Tuesday, and that ANY of my funds would NOT be released until Wednesday. After what seemed like hours of arguing, I finally got a second tier supetvisor to release some of my funds so I could buy groceries, prescription meds and gas. When I called customer service on Tuesday to verify that my funds would be available at 12:01 a.m. on Wednesday, I was told that by a customer service supervisor that the bank didn't begin processing until approximately 6 a.m. FROST BANK, YOU HAVE TO IMPROVE YOUR SERVICES!!! YOU ARE NOT WHAT YOU PRETEND TO BE TO LURE IN CUSTOMERS!!! I'M GOING BACK TO ANOTHER INSTITUTION OR FIND A GOOD MATTRESS!!! SHAME ON YOU!!!"

"Great location and friendly staff. There will be a wait on a Saturday inside, but they have treats, coffee and bathrooms, needed. Tellers are quick if you do drive thru."

"I called the branch to open an account. The Branch Manager (last name Hernandez) happened to answer the phone. The short story is he was rude, argumentative and condescending. I'm filing a complaint with the corporate office tomorrow AND IM CDRTAINLY NOT OPENING AN ACCOUNT THERE... Beware!!! Read the reviews below... apparently my experience wasn't specific to me. Others have issues with the service too."

"I wish I would have switched to them so many years ago. I have been with a bank across the street for 18 years and I was worried about the paid of switching banks. My last bank fraud department said I was responsible for over ten thousand in fraud because they had a picture of my license.... Obviously that was enough to take the time to switch banks. It was a lot easier then I realized it would be. I even had a cookie while waiting. I started online before going in. I wanted to deposit cash and see what a transaction with a new bank was like. Super nice looking bank, very nice guy helping me walk through what to expect, and what he said about calling the customer service department was so exciting that I want to call to see if it could be like that. I write this with excitement because I am on the phone with the major blue bank across the street to try and dispute the resolution that having a picture of my id was not proof of anything. I was not in the location, sign anything, etc. So I am very excited to be at a bank where they will learn my name and not just another number. Oh and this guy must remember his people pretty well. The woman in front of my had a haircut done and he was asking her if she liked it. It even through her off that he remembered the previous hair style or color."

"Went into the La Frontera branch today to open a business account. Had the absolute pleasure of meeting Frost’s Banker of the Year (I'm assuming), Emily. She was SO nice - truly one of the most pleasant, informative, professional, personable encounters I've ever had. I was recommended Frost Bank by my bookkeeper (which was also a good sign) and now I'm sure I'll be a customer for life."