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November 2023 by Cynthia S.
Until the past week, I had a good impression of this bank from my limited ATM style use of this bank. The in-beach employee service was so great, I was even considering accepting the invitation of the branch employees to move my business banking to their business side, First National Bank of Killeen and had suggested to other lawyers looking for better service on their banking accounts to investigate this bank. After this week, however, boy has my opinion changed. I now see that there is a huge disconnect between the friendly, old style personal banking impression created by the branch employees and the bank as a whole.Basically customers choose banks to reliably take deposits, and make the funds available. Based on my experience, this bank can't be relied upon to do that.Since my primary bank was closed for the veterans holiday on Friday, I made the mistake of depositing a small client check into this account under the theory that it would be safer to deposit it and transfer the funds to the other bank, then to leave the check and deposited until my primary bank opened on Monday. Boy was I wrong. It adds insult to injury that my primary bank offers an option to deposit funds with Walmart cashiers. I mistakenly thought depositing with this bank's live tellers would be a safer and more reliable. Before I deposited the check, the branch employees told me that a portion of the funds would be available immediately, with the balance becoming available this week. Since those funds really belong in my real bank, in reliance on their communication, I relied on the representation from the branch employees that a portion of the funds would be immediately available to start transferring some of those funds into the proper account.The problem began with the bank employees bundling its communication the client when attempting to verify the legitimacy of the deposited check. Let me be clear: I don't have a problem with the bank competency confirming funds on a deposit of a check. I do have problems, however, the communication was so poorly conducted. The communication with my client was so poorly executed that my client to worry all weekend the call was from a scammer rather than a legitimate inquiry from the bank. When the client reached out to me about his concern Monday, his concern became my concern. Instead of the deposit with a hold on a part of the deposit shown Friday, my app showed the deposit deleted from my account without contact or explanation. Since I don't put a lot of money in this bank, I actually had to transfer funds back in from my real business bank until I could clarify what was going on.Assuming the bank rejected and would require a new check or deposit to replace the original check, I contacted my client this morning about getting a replacement check or wiring replacement funds before contacting the bank. Imagine my surprise when the client said the check has been cashed and cleared his account. To my surprise, a check of my app revealed that the deposit was back, the bank placed a 100% hold on the already received funds.The response of the bank employees to my efforts to investigate and resolve the concern convinces me that from a customer service perspective, this bank is a customer service disaster.After multiple communications, a bank manager told me the bank placed a hold on the check because the penmanship on the signature versus the penmanship to complete the check didn't match. Since my high net worth client doesn't fill out his own checks and his secretary was unavailable, at his request we filled out the check for his signature. I can understand making the inquiry based on this difference. I can get seeking verification , but I cannot justify why risk management I expanded and placed a hold on the check and refused to remove it after both deposit of the funds and verification from the client. transaction or the sketchy communication that unsettled my client, and seeking the verification, much less, the persistent insistent, throughout the day by bank, customer service, an
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June 2023 by Lonnie Randall
Branch Manager is the Best in the Business! He goes above and beyond. Keep Mark around forever. Even if him can’t get it done today. He will get it done asap. Hire more people like him please.
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March 2023 by Bernard Cheap
I have visited this location only once and my experiencehas been wonderful. The customer service agent/teller Shan was eceptionally helpful and professional. All my needs wet met and exceeeded. She also promised to leave a message for the branch manager to call me, Deandra to call me and yes Deandre did call me as promised and she was also exceptionally helpful. In all, big ups to both Shan and Deandra and the entire branch location.
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November 2021 by Andrew B.
They were great to helping out my spouse when I went inside Walmart with her. They also had cookies and so forth for their clients on time of Halloween (which we do not celebrate as Christians) Do it all for the gLory of God and has very dark side to that so. But personal Banker, teller was very sweet to help my spouse. I would recommend them.
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April 2021 by Danny Men
I have had this bank for over 5 years now. I randomly just got my card deactivated after spending an hour and a half in line. This is the second time this bank has done this to me. I never get a call, or notice. The first time was ever more embarrassing. Their chat option on the app, "chat with us now" is actually only available the same hours the bank is.
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January 2021 by Elizabeth W.
Assistant branch manager is a total a******* Asked a general question to then be talked down to like I'm incompetent and bothering him. Maybe he's hung over from New Years eve or that's his personality. Horrible customer service especially coming from an assistant manager. I asked if he knew who could help since he couldn't help me, and he was unwilling to go an extra mile to help. Real professional!
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November 2020 by One Day Bakery
First Inconvenience bank has the worst working hours , secondly if you deposit a check trough your mobile app , it takes just about 5 days until you get your money. Additionally you cant deposit cash in ATM after hrs and they are never flexible with you and rude on the phone. If you deposit cash or money in their drop box they won't add it to your account it until the next day.
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August 2020 by Matthew Whittington
Another day at the bank
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July 2020 by Bridget King
If they don’t resolve my issue I will be reporting to BBB I swear I will because this is ridiculous
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July 2020 by Bridget K.
I have experienced the rudest customer service, if my issue is not resolved I will be reporting my issue with BBB! This is ridiculous and the main reason people hater banking.
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June 2020 by Cynthia Esparza
Sandy and her staff did an amazing job helping me with what I really needed to get done! They are the best! I had a great experience with them!
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May 2020 by H S
I've been with them at least 8 years and now they have decided to change which caused a ton of issues. I called to get the issues fixed and the agent was extremely rude. I've spent multiple days talking to so many different people and each one is worse than the next. No one will help me. In fact, they locked my account and refused to tell me why or help me. They are now holding my money hostage. Isn't it illegal for a bank to do such things? I'm shocked.
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March 2020 by Leonard J.
Worst bank ever I had to get my own fuadulent charges removed from my account then they wouldn't give me my fees back for the overdraft wit I out filing a claim ,who makes a costumer get a claim against there own bank,then agent kept trying to admit it was my fault and to shut up and listen to her I was like I'm the customer you listen again worst banking experience ever do not use this bank unless u have no choice
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March 2020 by Steven Barnett
Couldn’t even get a money order for rent. Poor communication skills by the staff. Had to withdraw funds. Done with this branch permanently.
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February 2020 by Ralitsa Holub
First Inconvenience bank has the worst working hours , secondly if you deposit a check trough your mobile app , it takes just about 5 days until you get your money. Additionally you cant deposit cash in ATM after hrs and they are never flexible with you and rude on the phone. If you deposit cash or money in their drop box they won't add it to your account it until the next day.
