FNBT & FCB Mobile

I used to really like this bank, but recent changes have made my experience frustrating. The updated mobile app has a new layout that I find difficult to use and not as user-friendly as before. Additionally, it seems there have been changes to the bank’s policies. Every representative I’ve spoken with now asks for extensive personal information—Social Security number, state ID, date of birth, and full address—even for simple inquiries. I don’t feel comfortable sharing all that information over the phone for something as basic as a question about my account. I originally called to get an estimated delivery date for my replacement debit card. I’ve had to request the card multiple times now—this is my fourth attempt. Each time, I got different answers: one rep said it would arrive Wednesday or Friday, but I’m still waiting. I even went to a local First Convenience Bank branch, and the teller there submitted another request for me. Still no card, and it's been almost a month. To make things more confusing, the local teller told me that a card is automatically deactivated if not activated within 10 days. But when I spoke to a phone representative last week, he said it stays active for 30 days before being deactivated. These inconsistencies are really frustrating and make it hard to know what's actually going on.

Most people loathe dealing with their banking institution, their apps, and related services. But when I say that First National Bank of Texas/First Convenience Bank run circles around all other banks I’ve been a customer of, I really mean it. They’ve prevented unauthorized purchases on my account (no fault of theirs) because they know my spending habits. It’s been so easy every time I’ve had to visit a branch to get a replacement card; their app is by far more superior than any other bank (from my experience); and their customer service has been too tier. Oh, and when I needed to open up a new account for direct deposit for a new job, they didn’t need to run my credit or require a minimum deposit. No, they aren’t paying me to say all these things. And if you take a look at my reviews, you’ll see that I rarely review apps, only if they are really good, or extremely horrible! Keep up the awesome job FNBT!

I had a manager tell me that I wasted her time. The individual who opened my original account was great, and I asked to speak to his manager to tell her that we was awesome at customer service. The other manager scammed me. We were very clear in our conversation that I did not want to, nor would pay $33 and change to re-open my account. She let me know that if I kept $100 in the account that she would take care of it. I’m in the service industry and when someone who represents a company says that they will take care of it. That doesn’t mean they will charge the customer. When she gave me a receipt for $60 and change, I immediately asked for my money back and felt duped. Instead of refunding my money immediately, because she was being deceptive, she started by saying that our conversation was being recorded and that it would help my credit. I replied “I hope it is being recorded”. Quite some time after, because I was distraught about the experience and was busy with work, I called customer service and spoke with them for north of 30 minutes. They then asked if it was ok for a manager to call me back in the next 24-48 hours. HR has the recordings about my experience. Not only did the HR rep waste my time, but the branch manager called me and couldn’t explain their actions, but was glad to justify why your company took my money. It all started with an accidental transfer from stride bank to an account that was supposed to be closed; I was told by your bank months before that the account was closed. Shady business practices, to say the least.