Frost Bank — Local services in San Antonio

Customer service is not there. I was called by a random branch manager to stop by my nearest branch so my husband could show ID for a check I had deposited on the app into my sole account. As someone who has worked as a bank teller for many years I understood how completely normal this was. I just had a baby and also have a toddler so I figured this was something we could do at the drive thru. Went to the drive thru, the teller stated how unnormal that was and that we needed to come inside to speak to a banker, I explained to her that we had a newborn and toddler in the car with us so if she could speak to a banker and see if they could help us at the drive thru. She didn't bother asking instead told me they couldn't because the equipment the bankers uses can't be moved. I was confused at what she meant so I agreed to come inside. Luke Martinez is the banker that helped me and when I saw his "equipment" was a laptop I asked him why it is that he wouldn't have been able to help me at the drive thru as a courtesy since he worked on a laptop and he decided to double down and say that the he could only work from the lobby. Which doesn't make sense, the company issues you a laptop for a reason. I've banked with frost for 15 years and I've never been disappointed by them. It was a first that they missed the mark to go above and beyond for a member, something I have been used to all these years, in order to handle a simple issue through the drive thru and show knowledge to a simple situation. The teller definitely needs to be retrained and Luke needs to show he cares enough to help members who are new moms with newborns. His laptop is portable and he could have definitely helped me in...

I’m an independent locksmith, I came into this location with a check for $185 a customer gave me months prior for cutting and programming her car key, when I try cashing in the check the clerk is hesitating to complete the transaction, after a few awkward minutes of typing in her computer she tells me she cannot cash the check because it is made out to locksmith, I explain to her the situation and ask her to please call and verify with the customer, she agrees and tells me to wait in the seating area. Twenty minutes later she comes out gripping the check telling me she cannot cash it and will not be returning the check, I ask if we can call the customer together to straiten everything out and she refused. At no point does the clerk try to verify or let me prove that this check was made out to me (mind you I have my locksmith license on me and photo receipt of the transaction) but instead just keeps the money that I worked for and tries to rush me out the door saying “just get another check”. I’m extremely disappointed in how this was handled and am livid that my hard earned money was stolen from me. I suppose if you bank here don’t worry about giving checks out like candy, they probably won’t be able...

I went to this branch to pay my house payment . Two cashiers coming after each other , but they don't know how to work. She delayed for forty minutes and then told me that you can't pay the house payment if you didn’t give me your social security number or go somewhere else. I told her that in last fourteen years it’s a first time someone asked for my social security number for paying my house payment . This is the first time I have heard such a thing. The cashier said that I have been working here for two years and I always do the same thing.i ask her to tell your manager to come. She said that my manager is not here today. I said tell your supervisor to come, she said we don't have a supervisor. When I got nervous and said that there must be a more professional person in this bank, tell him/her to come; Then, with my insistence, a more professional person came and did my job done . It took an hour to pay the payment of my house. they should train...