Frost Bank

Report Card
A
Overall Grade
A-
Bank Account Services Grade
Frost Bank is rated overall in the top 99 percentile (out of 100) based on 27 customer complaints.

Statistics

Complaints Currently In-Progress
Complaints per $100K of Deposits1.1
Complaints Resolved in a Timely Manner96.3%
Resolutions Disputed by Customer18.5%
Average Time Until ResolutionUnknown

Financial Report

Owner CorporationCullen/Frost Bankers, Inc.
EstablishedFebruary, 1899
FDIC InsuredJanuary, 1934
FDIC Certificate #005510
Number of Branches136
Total Assets$27.4 Million (37th)
Total Deposits$23.5 Million (36th)
Total Equity$2.8 Million (46th)
Quartarly Net Income$77.2 Thousand (33rd)

Contact Information

Corporate Headquarters
100 West Houston Street
San Antonio, TX 78205
United Statesflag
Website
http://www.frostbank.com
Data Summary
Frost Bank logo

Grade Summary

Overall, Frost Bank received a grade of "A" based on how quickly the company responded to complaints, how often customers disputed their final resolution, and how many complaints were recieved per customer.

Grades are also broken down by the financial products offered be each institution. Frost Bank is rated "A-" in Bank Account Services. Click on any of the financial products to see how Frost Bank compares.

Overview

Frost Bank has received 27 consumer complaints since September, 2012 – more than 80% of other banks.

Of those complaints, 96.3% of complaints were resolved in a timely manner. The CFPB allows 60 days to resolve complaints before considering them 'untimely.' Frost Bank meets the 60-day response deadline less frequently than 63.7% of other banks.

After companies respond to complaints, customers may dispute the response indicating that the issue was not resolved adequately. 18.5% of customers dispute Frost Bank's response to complaints — worse than 50.2% of other companies.

Most of Frost Bank's customers complain about bank account or services with the primary issue being "deposits and withdrawals."

Frost Bank is primarily a commercial bank with a commercial lending specialization. Frost Bank is based in San Antonio, Texas and is the 37th largest FDIC insured bank in America.

Naturally larger banks receive more customer complaints than smaller ones. This does not necessarily indicate that a bank is better than another in terms of service and customer support.

However, even after adjusting for bank size and number of customers, Frost Bank receives far more complaints than most other banks. Frost Bank recieves more complaints per customer than 96% of other banks – customers are significantly more likely to file complaints than customers of most other banks.

Corporate Headquarters
Complaints by Product
Complaints by State
Complaints Against Frost Bank
#Financial ProductSub-ProductComplaint IssueComplaint Count
1Bank account or serviceChecking accountDeposits and withdrawals8
2Bank account or serviceChecking accountAccount opening, closing, or management7
3Bank account or serviceChecking accountProblems caused by my funds being low3
4Money transfersInternational money transferFraud or scam2
5Bank account or serviceSavings accountAccount opening, closing, or management2
6MortgageOther mortgageLoan servicing, payments, escrow account2
7Bank account or serviceChecking accountUsing a debit or ATM card1
8Bank account or serviceOther bank product/serviceAccount opening, closing, or management1
9Credit cardBilling disputes1
10Bank account or service(CD) Certificate of depositAccount opening, closing, or management1
Responses From Frost Bank
#Company ResponseResponse CountTimely Response CountDisputed Count
1Closed with explanation2322 (95.7%)3 (13%)
2Closed33 (100%)1 (33.3%)
3Closed with monetary relief22 (100%)0 (0%)
4Closed with non-monetary relief11 (100%)1 (100%)
Complaints over the Past Year