Frost Bank and in particular Virginia Crosley were fantastic in navigating my firm through the…read morePaycheck Protection Program. This wonderful experience was in stark contrast to my experience with Bank of America. I have been a Bank of America customer for over 20 years. When it came time to tackle the Paycheck Protection Program, I began through Bank of America. To make a long story short, I wasted over 2 weeks with them and was never even told what documents were holding up my process. In stepped Frost Bank and Virginia. Within 2 days, they had all the documents they needed. Virginia personally reviewed everything to make sure it was ready for processing and 1 week later we had approval. I strongly recommend Frost Bank for any small business banking needs. It makes all the difference in the world to have a banker that really gives you service and not one that just talks about giving service.

Very disappointed at the way I was treated I came there for identity thief from Bank of America and…read morebank was aware of it and Simone broke in truck ....bad year slot of crime they were gonna close acct and I just felt like they knew my issues and I got ripped off at ibtown suites asked them get involved to get money back and it's been 150 days with a police report very disappointed it's difficult without debit card. Manager treated me like I was beneath the bank

I am writing this review based upon the customer service I received on a one-time visit. My mom…read morehad a CD with BBVA. It had not come to term meaning if she closed it, there could be substantial penalties. These penalties were large enough that it would offset what interest she had earned from the past three years. Due to some unforeseen health issues for my mother, I was forced to close this account early. I won't go into the specifics of her situation but after showing all of the legal documents and POA, the branch manager made several phone calls to the corporate offices of BBVA and convinced them to wave all of the fees that would have been put against the account. Like I said, these fees could have been substantial had she not cared or tried to help me (slightly less than $1000 in fees). I really appreciate the effort that the branch manager put forth in this situation. She did a superb job and should be commended. I could not let this type of great service go unrecognized.

Dont know what happened to this bank. It used to be great. I enjoy working with Maria. She is…read morefriendly and knowledgeable. They dont seem to care about customer service. Talking about having Bankers Hours. They are only open from 9-5.....not for the convenience of the customer. Used to really enjoy when it was Guaranty bank. Kathy Hicks took care of my money but when she passed I put it elsewhere. NOW.....05/04-2017. 2:30. Have had trouble with the outside ATM the last several times. A lady has been out there at least 15 minutes so I went inside to use the one at the counter. There are only two people that work there and 1 customer besides myself. Told him that I wanted to use the inside ATM and he said he did not know how that one worked. Really? The lady said it had to be activated. Neither one offered to help. The guy at the drive thru could have said "let me run it on my machine"....but didnt. She was working very slowly with this other customer and didnt say anything else. I said thanks as I was walking out. Several years ago....I could see it going downhill so I opened at JSC for when that day comes. They open at 7:00a.m. BBVA is just very close to our home. Now all we have there is checking accounts. I keep giving it chances but it just doesnt seem to improve and I am not sure anyone cares.

I always receive fast and friendly service when I come to this location. The tellers are very…read morehelpful, and there is never a line. They also allow student organizations to open checking and savings accounts here, which is greatly appreciated!

A manager did reach out to me to address my problem below. I'm going to wait before fully updating…read moremy review to make sure the issue is really resolved, but they did follow through as indicated in their response. -- Their early fraud alert systems don't work and they did not honor my legitimate card dispute. I track every pending purchase on my debit card, and when I saw a pre-authorization for Survey Monkey for over $400, I called UFCU card services the same day to indicate that I did not approve the charge and attempted to get it blocked. It went through anyway, even though the charge was being made on an OLD DEBIT CARD NUMBER that supposed to be inactive. I had turned over the Survey Monkey account when I left my employer several months earlier, so I had NO access to the account and did not know my personal debit account was still on file there. Since my former employer was still using the Survey Monkey account, I tried to work with them and Survey Monkey to get my money back. My former employer did pay Survey Monkey for use of the service, but I was never reimbursed by Survey Monkey, primarily because UFCU kept rejecting the credit, apparently because Survey Monkey was attempting to refund a cancelled debit card number. When I called UFCU, they said they couldn't fix it and I would need to dispute the charge, so I filed a dispute. UFCU then denied my dispute and my appeal to their decision. Consequently, Survey Monkey has been paid twice for the same account, which I have not had any access to, and I am out more than $400 and the time I spent trying to my money back. I strongly advise you to do your personal banking elsewhere. I'm not the type to file a dispute unless I feel like there is no other choice and they did not have my back when I needed their help.