Frost Bank Reviews 54

Horrible, Does not understand everyday working Americans . If you use overdraft they want you gone in a hurry. Cut your atm card off cant use it, no warning. Hire only young people that are barely out of mom and dad's house, have no clue what inflation does to your paycheck , cause their still getting help from dear ol mom and dad. I would give them a huge ZERO star if it would let me. Ive read countless reviews of the same treatment. I'm pulling my money out when my next check gets deposited cause its too late for it to get put in a different bank , and I'm never doing business w them again. I see why their ratings are going down the tube's. If they cant make money off of your checking account they dont want your business.

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 had an extremely frustrating experience with Frost Bank customer service. My account was suddenly locked for “fraud” with no call or warning—just completely cut off from my own money.

When I called in, I spent over 45 minutes being transferred around and repeating myself. I answered all of their security questions and verified my identity, yet they still wouldn’t unlock my account. Instead, they asked me to prove details about a declined Zelle—who I was sending money to, the exact amount, and even what type of business the recipient was in. That felt excessive after already confirming who I am. Then I was told my IP address didn’t match, as if I’m not allowed to log in from different locations.

To make matters worse, one of the reps repeatedly called me “mister,” which showed a lack of professionalism and attention to detail. And this isn’t the first issue I’ve had—when I originally opened the account, the branch couldn’t even set up three debit cards correctly. I had to go back twice just to get them reissued properly.

Even after all of this, they still required me to drive to a branch in person to resolve the issue. I have two business accounts with them, and after this experience, I will be closing both and moving to a bank that actually provides efficient, competent customer service. Completely disappointing.

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.

This "bank" is definitely Busch League, they have site maintenance every single night and during this time if you receive any money or even if you receive it beforehand, you won't be able to use your money until the system is back up. Well tonight it took longer than expected, it's back up and I STILL CANNOT ACCESS MY MONEY!

I don't know what happened to them. When I opened my Frost accounts in 2023, they were really great. Then, as time went on, they reduced the interest in my CD by 2%. A loss of $4,000/year in interest.

The branch has the worst customer service on the planet. The chat online and phone support is good, but can't make up with the branch personnel being so bad.

Really sad. They went from an 8/10 to a 1/10 in just two short years.

I don’t think that the tv ads really are truthful. I don’t think the reps are as caring as they advertised. My own personal experience. Just got off the phone and felt like this was not what I expected. I am not a customer, but I cannot recommend them either.

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!

We had an unauthorized charge come through our account. The representative did not answer any of my questions. Just copied and pasted information. The charge was paid and taken from our money, before they waited for an answer. I asked several questions as a customer, and Liz would not answer one of them. We are changing banks. This was the final straw.

This bank has got to be the worst bank to deal with. Their employees have zero customer service skills.

There was a time when Frost was a very good bank but that time has passed.

I called frost to reversed some of my overdraft fees so that I can use the money for my medical treatment. Wow , they grant me my wish and off I go . They lived up to what they want “ making their customers happy and contented”. Your not banking with an institution your banking with a heart that goes for being human ,genuine and real . Bank with frost to experience the WOW.

In 2018 we started a Company and opened a business account and a personal accounts. The the personal account had $50,000 line of credit that got reviewed/renewed every 2 years. During the period till 2024 the balance on the line of credit varied greatly as we basically used it as a source for cashflow variation of the business. This was all very transparent and openly discussed with the Frost bank representatives we interacted with in the past. We did have a new "account manager" regularly but no complaints, other than the relatively stiff fees for wires and other bank services. Suddenly with the balance of the LOC near the $50,000 max, frost decided to no longer provide the LOC and demanded the $50,000 payment in full immediately. Request for clarification or even a lowering of the total LOC amount resulted in a offer to provide a 2 year fixed loan with if I recall correctly was a 11 or 12% interest. Significantly higher than the LOC interest. We agreed to the loan and had to scramble a bit to get the cash somewhere else and paid off the $50,000. Ironically I am now bombarded with offers for a new LOC by Frost.

I’ve never had a better experience at a bank than I had at 3707 Richmond ave. Jacob Moreno is the best. “ Sharp as a tack” as my 86 year old mom said. She is hard to impress and he impressed her !!! Thank you Frost Bank for hiring him and many other kind employees.

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