Frost Bank Reviews 54

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..

Horrible bank. I’m going through some things on Venmo where a person I was “friends” with had me send the money to their cashapp and the “friend” did a dispute on the charge through Frost Bank. Venmo said it’s up to the bank. I contacted the bank telling them I am part of a dispute they have going on and wanted to provide my evidence and documents of all my bank statements and everything and they said they would not accept anything. It’s $1,250 worth of money in negative on my Venmo frozen account. I had asked them if they even investigate before they just take their bankers word and they said no they trust their bankers 😅 what a joke.

Hello,

I have banked with chase ,and boa nothing impressive Frost bank is absolutely wonderful they are all so nice. It’s a neat bank different in a good way. The staff at the branches , and customer service 800 number they are all just great every single employee whether on the phone or in a branch are fluent. Fluent in kindness fluent with caring for us customers and fluent in meeting our financial needs , and last but not least they are very fluent with customer service… thanks frost for all you do at their bank “we the customers matter”!

I would never borrow money from this bank. They wasted three weeks of my time due to the underwriters. The underwriters lending approval is unreasonable, They want me to provide a 2023 tax return and also I need to restructure my business and incorporate before they would lend to me. Second they also did not believe I was sole owner of the company and that they kept getting hung up the the cover page of the filed taxes by a cpa firm did not have perfect cover sheets. This is the most ridiculous process and request I have ever heard of. NEVER USE THIS BANK FOR HELOC LOANS. I never usually do these reviews but the public should know. They only are for big rich people not the regular consumer.

Amazing bank to bank with never had an issue with them.

Un train people
Take 20 minutes for deposit

Be very careful when having a trust through them. They will use tricks to get more of your money, they bend their own policies to control your trust. They lie about why they do things. They have more fees and make more money off your trust than any other bank world wide. Absolutely do not have your trust through them!! They cost us thousands each month that key bank, chase, wafed wouldn't charge and the other banks offer the same exact types of trust and services.