Frost BankReviews of frostbank.com

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 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 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.

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.

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.

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.