FSNB, Pine Bluff Branch

Name:FSNB, Pine Bluff Branch
Full Service Brick and Mortar Office
Review:17 client reviews
Location:5501 S. Olive Street
Pine Bluff, AR 71603

Jefferson County
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Branch Deposit:$194,000
FDIC Cert:#16416
Established:2013-10-02


The Bank

Name:FSNB
Concentration:Other Specialized Lending < 1 Billion
Established:1946-07-01
FDIC Insurance:1946-07-01
Holden By:Jrmb Ii, Inc
Charter Class:Commercial bank, national (federal) charter and Fed member, supervised by the Office of the Comptroller of the Currency (OCC)
# of Branches:86, view all, view on map
Website:www.fsnb.com
Total Assets:$372,781,000
Total Deposits:$301,040,000
Total Equity Capital:$56,328,000
Total Domestic Office Deposits:$301,040,000
Net Income:$6,888,000
Quarterly Net Income:$3,537,000
Return on Assets:4%
Quarterly Return on Assets:4%
Return on Equity:26%
Quarterly Return on Equity:26%
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Client Review

17 client reviews of FSNB scored 2 out of 5.

Nothing Special Here.
Overall Rating
Interest Rate and Cost
Office Environment & Staff
Waiting Time
Other Services
by Unbiased, Sep. 09, 2016

FSNB is a fair bank. I won't dramatize my experience and tell you to run as fast as you can. I won't exaggerate my satisfaction and tell you my experience was the absolute best. I plan to simply inform you of my experiences, how they made me feel, and what measures were taken to satisfy me as a customer.

Interest Rate & Cost: I gave this 3 stars simply because of my experiences with their fees. During my time with FSNB, I had the Career Checking account. So long as I had a direct deposit of at least $300/month, my account came with no service charge. I rarely used other ATMs, and so didn't have a problem with foreign ATM fees of $1.50. I rarely used Overdraft Protection, but when I did, it was only $19.75 per transaction, and I was not charged for every day my account was negative. I did, however, find some fees to be unnecessary. Withdrawal slips at teller stations are $1.25 unless certain conditions are met. This is really an attempt to encourage ATM use, so I understood. Until recently, paper statements were an obligatory privilege provided to me by the bank. Now I am charged $3.00 every month for paper statements. This fee could be waived if I sign up for e-Statements, which cancels paper statements, and this charge is an additional charge on top of any service charge I might incur. It seemed very unnecessary to me, as I've always understood statements to be something a bank was obliged to send me as a courtesy for banking with them. I have no experience with interest rates as far as loans go, simply because I chose not to go through FSNB for my auto loan. They wouldn't fund a truck for me, and if they did, they would set my payments at over $500/month, something that shocked me. I had to go through Fifth-Third Bank to finance my truck (whose interest rates are phenomenal). Interest rates on investments are next to nothing. I don't think you can get even a full 1% on any IRAs or CDs except a 60-month CD. Even then, it's 1.15% I believe. Not really worth the time if you're serious about drawing any kind of profit from investing.

Office Environment & Staff: I rated this 2 stars because of how FSNB had set up the method of interactions between me and their employees. FSNB employees at individual branches have very little power to do anything meaningful. At best, even the Branch Manager is a glorified teller. No branch employee can discuss loan information with me, they can't inform me about anything particular in regards to credit or debit cards, they're unable to help with internet banking, they're kept uninformed about overdraft protection and its policies, etc. There is very little the teller is able to do by themselves. In many instances, I have been required to call the Main Office located in Lawton, Oklahoma to fix any number of issues with my account. This normally wouldn't be a problem for me. In almost every dealing with the Main Office, however, I have experienced terse, rude CSRs who are generally as uninformed as branch personnel. The only difference between branch personnel and Call Center CSRs is that a branch employee will tell you they don't know the answer to that question, and they'll get you in contact with someone who does. With Call Center personnel, I was always given answers that seemed confident and correct, yet when cross-referenced with other employees, was incorrect, and usually put me in a tight spot or embarrassed me. I really didn't appreciate it, and I felt that remarking upon such an instance would be futile at best, as I didn't trust the Call Center staff to properly handle the situation to ensure it didn't happen again, to me or to another customer. Branch employees are a pleasure to interact with, however. It just seems they are so restricted as to what they can do. In a way, it's frustrating because I'm not even allowed to call the branch anymore to ask the most mundane of questions. Now I'm required to call the Main Bank for any and every question I might have, or I'll have to go to a branch to physically ask my question. I don't like dealing with the Main Bank. I feel they don't care for me as a customer, and to a degree, I understand that. To corporations, we're all numbers. It seems, however, that FSNB has ceased to even care about that.

Waiting Time: My wait time is never long when I go to a branch. Whenever I go to the bank, I can always find a teller who is available. My wait time when I call the Main Bank, however, depends on who I'm calling. Oftentimes, I call the Call Center for mundane things, and am connected fairly quickly. There are times, however, when I need to speak to another department because the Call Center is unable to handle my request. Depending on the department, the call time could be a few minutes or it could be close to an hour. The longest time I have ever waited on a call was over 45 minutes on hold to the Cards Department. I have had so many dealings with the Cards Department that I now understand the wait time for the Cards Department to be at least a 10 minute wait. That, to me, is unacceptable.

Other Services: FSNB has a fraud protection service that has proven itself to be a double-edged sword. Upon using my debit card, I begin setting a pattern I regularly follow. Anytime a transaction falls outside that pattern, a number of red flags is raised. If it's a sufficient enough suspicion, my card is suddenly frozen until I am contacted by the third-party company FSNB employs as one of the security agencies that monitor account activity. There were times I didn't receive a call, and when I did, the company was very vague in explaining themselves to me. The company is legitimate, I now know, but I was very suspicious in the beginning simply because I had no prior warning to any of this being possible; I just knew that my card was denying transactions despite having funds available. This service has saved me, however, from what may have been weeks of frustration. Somehow, whether by my own negligence or by some criminal activity, my card number was stolen while I was vacationing in Atlanta, Georgia. I still had my card with me when I returned to Tennessee, so I'm unsure how my card number was stolen, but a week after having returned to Tennessee, my card was shown as being used in Atlanta, Georgia at a business I have never heard of. Because I had informed FSNB of where I would be and when I would return, my previous transactions in Atlanta were not suspicious, but this transaction was, as FSNB was aware of my return to Tennessee. Knowing this, they contacted me and informed me of this. We were able to turn the card off before the transaction was accepted, and I was issued a new card that same day. I know that saved me from a lot of frustration. Aside from this, there were no services that really stood out to me.

FSNB was a good bank for me to begin banking with when I first started working, and it has been a good bank to learn the ways of the financial system. There's nothing impressive at FSNB, however. I wouldn't say it's a bad bank, but again, there's nothing terribly impressive that I wouldn't expect out of any financial institution, and in some instances, FSNB has failed to deliver on those expectations.

* this reviewer has be with this bank for 3 - 10 years
* this reviewer had 3 - 5 banks before.
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A Mistake
Overall Rating
Interest Rate and Cost
Office Environment & Staff
Waiting Time
Other Services
by tiredcustomer, Feb. 19, 2016

I will preface this by saying that I am very displeased with this bank. I would like to use colorful metaphors and exaggerated language to warn people away from this bank, but it's not helpful to anyone if I am not fair in my assessment. All examples I give are real, but the amounts have been altered/simplified for ease of reading. All amounts are within $15 of what was on my statement, with the exception of the total amount of overdraft (was closer to $1200).

I am not the type to leave reviews, positive or negative. My situation with FSNB has convinced me to type this, in hopes of keeping others from repeating my mistakes.

I got this bank because I had a DI hand me the green slip in boot camp. Fill out the information, put your forehead on the desk, and shut up. For the first couple of years I was satisfied with the performance of FSNB, but for some reason I could not figure out, my accounts would never match up with my personal ledger. It was small at first, so I wrote it off as errors in my math. Eventually the errors grew, and I switched my billing address to the base I was stationed at and finally got to look at my statements. The first one I got happened to be the December 2013 statement, I had the account 2 years at this point. Then something caught my eye: the Overdraft Fees for the year. Over a thousand dollars. I admit I had on occasion overdrafted my account, but at $19.75 a pop making $23,000 a year, you'd think I would have to be overdrafting my account several times a week.

Some investigating later, I figured out the source of my financial woes: all my bills were setup to autopay on the 1st of the month when my check hit. Although my paycheck hit at midnight and most of my bills hit in the afternoon, the bills were being charged to my account before I was credited the paycheck. Some more research later, I discovered this is NOT an illegal practice. Banks have the right to process transactions from a given 24hr period however they see fit. Be that debts first, largest to smallest, smallest to largest... Mine hit debts first, largest to smallest, followed by deposits. So If I had $200 in the bank, They would hit me with my insurance payment ($150), car payment ($130), cell phone ($105), gas ($45), toiletries/TP/cleaning supplies (~$25), and pizza ($25) before processing my paycheck ($750). This would make the second payment, and the following 4 purchases/payments assess me an overdraft fee. That comes out to $100 a paycheck. I had other bills I paid manually in the 15th when the second paycheck hit, with similar results.

The automated phone system would NOT report these overdrafts when the "last 20 transactions" option was selected. They are only shown on the statements, customer service appears to only have access to the information used to inform the automated system. The resulting inability to keep track of my funds did result in me knowingly racking up ~$200 in overdraft fees.

I have since switched to USAA and Navy Federal. I am pleased with both, but have only had Navy Fed for 2 months. I do still have my FSNB, but I pay no bills from it. I have had $300 deposited in it on the first of every month for the last 14 months. I use it to manage my discretionary income... can't screw up the bills and have to overdraft, because I call and check the balance before any purchase. Per the FSNB Customer Service Department I had a positive balance in December, 2015. It is now February 2016. To simplify the numbers a bit, let's assume that I had a zero balance on December 30th, 2015, not a positive balance. I will provide 100% accurate figures other than that. The account received two $300 payments, on December 31st and on February 1st, for a total deposit value of $600. During these two months I made 4 purchases for a grand total of $99.57. Per my "last 20 transactions" option, I was charged 7 "other debits" (likely FSNB fees of some kind) for a total of $25.00 and incurred 2 overdraft fees for a total of $39.50. Again, the last purchase I made in December 2015 was on the 16th and the automated system (Dec 18th) and Customer Service (Dec 20th) said I had about $90 in my account. Assuming a zero balance on the 30th, and subtracting all the listed debts from the deposits listed by the automated system (which goes into early December) I should have $435.93 in my account as I type this. I have $51.73 per the automated system. I don't care to do the math on the difference between these two numbers, I have had this bank for 5 years and I have grown tired of playing the game.

I plan to go to the local branch tomorrow and try to figure out what I can about this account. FSNB policy restricts the refunding of fees, and regardless of how I see the data, FSNB has never admitted fault or ruled in my favor. The last automatic deposit is on March 1st, after which I plan to close my account.

Other issues I have had are with their online services. I keep having to change my password, I've written it down and the website does not recognize it. I do not frequently use my online banking, and they have updated the system since the last time I have successfully logged in. The only time I sent money through this system was to set up a monthly rent payment for a storage unit back home. I had to have a check sent via mail. After I went home and cleared out this storage unit (Feb 2013), I tried to cancel the checks with no success. I have not been able to cancel via the web site due to site errors. Every password reset requires a call to customer service. I cannot stop sending these checks via telephone, or in person at one of their locations. Every month I am assessed a $1.00 electronic transaction fee (1 of the 7 "other debits" I talked about earlier) for a check that Jon at the storage facility is kind enough to shred each month. For the last 3 years. My new plan to stop these checks is to close my FSNB account in March.

Even with all of this, there are some positive aspects I must raise for FSNB. I have never had the problems with customer service that other reviewers have had on this site. Over the phone or at the location in Jacksonville, NC I was always treated politely for most visits and issues I had. I did detect some wariness/hostility when I raised questions about the situation I detailed earlier, but I was NEVER treated rudely. Also to their credit, even when they ruled against me in a complaint, they would refund one overdraft fee. I do not know how often they would be willing to do this, I had them do this 3 times during 2014-2015 but gave up on them mid-2015. I can accurately say every time I came in to complain, they refunded one (but only one) overdraft fee. I just do not have the energy to do this dance anymore, and I don't care to stick around long enough to see this... discrepancy... reach the $500 mark.

I am not a lawyer or an accountant. I'm not even a writer. But I disapprove of some of the policies I have observed during my time at FSNB. I definitely disapprove of the difference between my ledger and my statements.

For what it is worth, my personal ledger matches my USAA statements 95% of the time, and has done so for the 2 years I have had them. When a discrepancy pops up, it is usually a small forgotten purchase (eg. a water bottle) easily identified through USAA's excellent website. I have never overdrafted this account. USAA does not have much for physical locations, which lead me to open my NavyFed account so I would have an easier time depositing cash. My NavyFed account will replace FSNB as my discretionary spending account while USAA will maintain my bills and savings account. Since I have not made a purchase with my NavyFed account, I have not had even the opportunity to overdraft. I unfortunately do not have many details to share about my financial interactions with these two banks, as I have fortunately not had any issues with either. I hope this gives anyone reading an opportunity to draw their own conclusions about me, which I hope will give FSNB the fairest evaluation possible.

I do NOT recommend this bank, but you can draw your own conclusions. If you choose to open an FSNB account I recommend you keep a closer eye on your finances than I used to.

* this reviewer has be with this bank for 3 - 10 years
* this reviewer had 3 - 5 banks before.
* this review was made on FSNB, Fsnb - Twentynine Palms Branch at Twentynine Palms, CA
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Great Bank
Overall Rating
Interest Rate and Cost
Office Environment & Staff
Waiting Time
Other Services
by Raven1313, May. 01, 2015

I am VERY pleased with this bank. I opened my account 9yrs & 8 months ago. At the time I was under 55. Never had any issues. Then I went into them to do business, when I was done the girl said "do you know we can save you money in fees if you switch to an 55 & older account. She then informed me of all the $ I would save. Lower fees, no fees etc. So needless to say I've been here since. All employees including management have been very nice,helpfull in all I have needed. It's a pleasure doing business with them. And I have referred many others and noone has had any bad experiences with anyone...

* this reviewer has be with this bank for >10 years
* this reviewer had 1 - 2 banks before.
* this review was made on FSNB, Country Club Road Branch at Jacksonville, NC
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