Frost Bank, Review

ms. linda beranek
Overall Rating
Office Environment & Staff
Waiting Time
Other Services
by RogersL, Jul. 25, 2025

I have been a customer of the camp bowie branch of Frost Bank since 2008.  Today I went in to get two wire transfers.  I had not done this previously and thought it would be a simple transaction.
The young woman who finally said she could help me--I waited 30"--when I told her what I wanted to do accessed my account and first question was:  do you understand that this will take the majority of funds in your account?  I told her I was quite aware of what I was doing!  then she just kept asking questions like what was I doing with these funds, where were they going etc.  I get that they try to insure that a person is not being scammed by someone and she said that.  I told her I was doing this and knew exactly what and why!  so she of course asked for all the pertinent banking info which I had with me but she just was still not seeming to understand that this was my decision?  there was never any explanation of how the process worked and it just was so slow and she seemed to be asking questions that were truly none of her business.  there was definitely the inference that maybe I was old and senile.  I was sending this transaction to my twin sister and my nephew and knew exactly why.  then she asked me if I understood the funds were going to the same bank?  Duh--I had given her the routing number! then she gets up and says she has to conference with her manager and goes into this office and leaves me sitting there not knowing what is going on?  They were in there for a lengthy time and I finally went to the door and knocked and said I need to know what is going on?  the manager said they were checking with the other person on my account?  I have no other person on my account except my sister in case I become incapacitated or die.  Obviously neither of those were the case.  They called my sister and told her they were just checking on the exact address for her home.  I was on the phone with my sister at the time but they didn't tell me they were calling her?  and why would they call her and tell her it was about an address and tell me it was because she is on my account?  She is my exact age and it seemed as if they were attempting to check that there was someone else who were supposed to authorize my expenditures.  They said I had never done a wire transfer with their bank before as if that gave them the right to questions my mental acuity!  I have never been so angry and upset at Frost Bank ever!  this entire experience was just so totally unprofessional.  I was a director of HR at BNSFe railroad and I know how you talk to customers and clients.  you explain the entire process if that person says I have never done this before and you don't assume that this person doesn't know what they are doing or that they need your guidance to the extent these two young women did with me?
I will tell everyone I see and on social media what happened to me because it was so wrong for so many reasons.
I expect a response from Frost Bank and an explanation of how the training for situations like this will be enhanced so this does not a happen to anyone else!

* this reviewer has be with this bank for >10 years
* this reviewer had 1 - 2 banks before.
* this review was made on Frost Bank, CAMP BOWIE BRANCH at Fort Worth, TX
Was this review helpful to you? Yes, No   Report Abuse

0 comment. Add a comment