Frost Bank

I inherited a modest home improvement loan along with the house when my mother died. I went in to update the loan to my name, and it took THREE visits to do this very simple task.
Later, I decided I wanted to pay the loan off early, and discovered that they had only updated the auto-pay. When I insisted I be helped, the young woman working refused to assist me, and the older woman got defensive on her behalf. To be clear, I was polite, but irritated. The had the gall to treat me like a villain for wanting to pay my bills early, while sitting next to a "We treat you like family" poster.
The conduct is unprofessional, incompetent, and worse than apathetic; hostile to the customer. I will never do business with these people again.

I Have had to use my overdraft for a while now just to keep afloat with all my bills, always paid it on time when I got paid, never left the account overdrawn too long and have been able to build up a higher usage amount. Today after over 2 years of using my overdraft, Im in the store picking up food for myself using that overdraft and it declines. I reach out to the bank and now all of the sudden the overdraft that I worked so hard to build up after paying so much money is fees for has decreased down to basically what it was to when I first opened my account and their response: “ well the overdraft is a courtesy and the amount we provide can change daily” they tell you this after they take over 400$ in fees from you and give no warning and your supposed to just accept that and I believe its a terrible practice and just shows the state our country is in today. These companies dont care about what regular people have to deal with in their lives as long as they make their profits and they dont know, or care to see what their immoral “Business” practices do to people because it doesn’t affect them and that needs to change Very disgusted and disappointed with this bank and I will be looking into others to switch too.

I've been with this bank for only 6 months, and we haven't had a smooth transaction yet. It's always something; from day one, my direct deposit was not posted correctly, then it was sent back after I was told it would be fixed that day. I had to call several times to get it sent back to me. I'm also tired of the embarrassment of Frost rejecting some stores like Five Below, Ross, Uber, and a couple of others, and not allowing you to use your card. It's like they have control over how you spend your money. The last straw was when I ordered my husband an anniversary gift earlier this month, and Frost stopped the sale without permission, and I couldn't use my card anymore. I called them and was told it was because they didn't recognize the website. Monitoring how you spend your money is overbearing. It really annoyed me. My husband didn't receive his gift on time, but I used another card and eventually, he got it. I'm just done now. It's too much and too embarrassing.

Outstanding customer service! Kendyl and Garrett of the Hickory Creek office have been super helpful since I opened the account! I highly recommend Frost!

They are really there when you need them. You can literally talk to a real person anytime. Their customer service is impeccable. They are always kind and helpful and never judge you. I love Frost Bank!

I have used Frost Bank since March of 2019. I chose Frost based on the positive reviews of their customer service. Although they have indeed been consistently friendly and responsive, and their customer service phone line is always staffed with friendly representatives, their outdated technology has caused numerous breakdowns in my business forcing me to take my business elsewhere. Specifically:

1) Frost's handling of my LLC name change was error-laden, resulting in a duplicate account under a different login, inability to access the original account, and dozens of transactions being intermingled across the two accounts, creating a mess in Quickbooks and requiring six hours and two in-person visits to resolve.

2) When I purchased a new Google Pixel phone, the Frost phone app was incompatible and did not allow me to take a photograph (it was stuck in an endless loop). The app was also incompatible with my secondary device, a two-year-old iPad. As a result I had to use my husband's three-year-old iPhone to make my business deposits for 6 months. Although I was told I would be notified when the app was fixed, I did not receive any notification.

3) Frost failed to notify me of a check which I inadvertently deposited before its date. Luckily I noticed the date on the check before archiving the batch, so was watching to see if it indeed posted (it did not). Their failure to send an alert would have cost me $350 had I not noticed the discrepancy. Ever since then I have had to cross-check every deposit, costing me hours of time.

4) Frost locked my account when I used my husband's Mac from my home with a Europe-based VPN. I had to spent 30 minutes on the phone and 75 minutes at my local branch to get my account unlocked. Frost lacked the simple technology to confirm my identity over the phone. (NOTE: Both my husband and I have used his Mac for do online banking with other major banks and had no issues.)

It has become clear that Frost's failure to update their technology is a major flaw across their entire operations. As this has begun to significantly impact my ability to run my business, I am reluctantly moving my business to Chase.

Frost Bank is excellent. They have risen above all the issues I have had with my last bank, as well as others in the past. They truly look at you as an individual and community member, and not just another account.

Frost Bank has been our bank through the best and worst of financial times. We will be with Frost Bank from now on. Frost Bank is a Texas-owned and based bank that has the attributes of a small-town bank, though it serves the worldwide community. We are grateful for the relationship we have with Frost Bank.

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-old's 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 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, they 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 worst, and they couldn't 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!

My wife and I have been Frost customers for over 5 years. I have experienced some of the worst customer service with Frost, especially with the manager on duty, Sam. I will never deal with them again. I am closing my account.

At first, this seemed like a good fit. I told them the problems I'd had with my previous bank, and since this one was close by, I decided to give them a try. The people were very nice, although it took forever to open the accounts, including the business account. Once we'd settled in for a few months, I tried to link my HSA account (another bank) to my Frost checking so I could make deposits and be able to reimburse myself when necessary. It won't work. They refuse to give Fincity access to their accounts at Frost (although the entity Plaid apparently can have access)! I tried linking my brokerage account too, and that took several tries over weeks - all due to Frost's processes. My husband is currently looking for more contract work, and as soon as he lands it, we will have to change banks AGAIN! I would never recommend 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 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 be 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 upfront about everything. My business had 6 months of positive growth, was 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.

I was a customer for three days. The bank didn't want to cash my check, which I felt was due to the color of my skin, especially during Black History Month. I had to show my social security number, birth certificate, and tax return W-2, and I had to make a mobile deposit because my taxes were too high for their low-budget bank. Thankfully, I received my funds, but when I spent a certain amount, they put a hold on it. I told them to close my account and mail me a check, or they would hear from my lawyer. If I could give half a star, I would.

Esmeralda G. was very rude to me today when I went into the Blanco/410 branch to make a simple withdrawal. Yes, I was withdrawing a large amount of money, but it's literally my money. All the extra nonsense wasn't necessary, and she has zero customer service skills. Perhaps if she tried focusing on customer service the same way she focuses on her makeup, she could do better.

I've been with Frost since 1983. I never had a problem with them; on the contrary, I'm very pleased! I recently was hacked and received a text immediately. I was concerned because it was late at night, but I was able to talk to an agent/banker right away. He canceled my card, started the dispute, and credited the amount (temporarily until the investigation is completed). The next day, I went to a branch and got a new card on the spot. The teller was very friendly and efficient.