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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 servi
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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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January 2021 by Elizabeth W.
Assistant branch manager is a total asshole. 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 Robert P.
CRIMINAL ENTERPRISE WITH THE WORST CUSTOMER SERVICE IN THE METROPLEX! The employees are rude and arrogant and the bank STEALS money out of your account. On THREE separate occasions, I have had them bounce checks because they counted debits before credits the night before. According to banking law, credits and deposits are to be tallied BEFORE withdrawals are to be counted on a daily basis every day that the Federal Reserve is operating. The employees are not allowed to fix the problem and most can't even speak English. They call the same customer disservice number that they give customers to call and the minimum wage employees on the other end refuse to do anything either. They are in for a big surprise. I have filed an official complaint with the Dept. of Banking and I have an attorney retained to handle the rest. We'll see how they like that.
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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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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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February 2020 by Geri H.
I love this bank! They are some of the nicest people who work there also - very customer oriented. Plus with location right inside Walmart, it's open good hours and easy parking. They've gone out of their way several times over the years I've been with them to help me, offer senior rates and free checking for seniors. I never have issues cashing checks here, mine, my hubby's, or gifts from family at birthday time. They take the time to know you and best of all, they remember you which few banks acknowledge even if they do recognize you (altho Wells Fargo certainly doesn't! I have an account at Wells Fargo which I hate going to. I take $ out of there and do more of my transactions at this bank because the WF bank has some of the most ridiculous rules I've ever seen. (Only my branch it seems!.... that WF bank makes doing business there as difficult as they can make it!) Unfortunately I have regular deposits that automatically go to WF or I'd move them to 1st Convenience. I also love the fact this bank is open on some holidays other banks aren't, and they have Saturday AND Sunday hours! What other bank has that?!? Plus they do what most other banks do like loans, etc. It's definitely a great bank with very friendly people who work there!!
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March 2019 by Nancy P.
Super convenient locations and good hours. I've had no issues with customer service except that they wouldn't replace my debit card over the phone.
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November 2017 by DJ E.
Didn't even have to walk in. Someone out front standing and harassing you to get your business. Tried to politely cut him off and he said "wow!" loudly as I was walking away. Nope. I will NEVER be a customer.
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April 2017 by Sohail M.
Absolutely the worst customer service ever. If there was less than one star I'd give them. This place does not deserve your business. The bank lost a high balance account today. Don't think it made any difference to the bank. But he will care after I reach the corporate office and tell them why I am no longer a client.
