Complaints
This profile includes complaints for First National Bank Texas's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 127 total complaints in the last 3 years.
- 40 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/24/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I opened the account in June , I didnt even have the card a full ************************************************** the mail Thursday, used it Friday at Wendys in ft worth , next day card was compromised while in my purse safe ? I was alerted via text . Called the line fraud line asap , close my card , tried to dispute but it was Saturday so no human was available giving the charges a great chance to post . Monday , I call wait 5 hours for a human to dispute . I find out I cant only dispute the largest charge as it was the only one posted . I received a call from the investigator letting me know that I will not be issued a provisional credit despite everything and my card being in my possession while the charges occurred . Today I received a letter saying that I will not be issued any refunds. Which is even more sketchy as my card was in my purse in my home in a different town with me when the charges took place . These issues didnt occur untill my first direct deposit hit my account ( brand new account ) which leads me to believe that this bank is running a controlled scam that could be big enough to have outsiders . I believe they duplicated my card , and waited for my direct deposit . Either way as a working mom , Im am out of 400$ to keep a roof and food in our mouths because this bank is corrupt . As a first time customer and poor citizen this ***** . Steal from the rich not me Im broke and poor . But I will find a way to sue for way more than what was taken from me . Im TOO POOR to shop and all of the charges were retail . If they were to simply analyze the trend in my account they wouldve seen that , but since it seems this is an inside the bank scam I dont think they tried
Business Response
Date: 07/02/2025
July 2, 2025
To Whom It May Concern:
The response to BBB Case #******** *******, ******** is attached.
Regards,
First National Bank Texas/First Convenience BankInitial Complaint
Date:06/23/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Pursuant to 15 U.S. Code 1681b - Permissible Purposes of Consumer Reports, any information reported on my consumer report requires explicit written consent. At no time did I provide such consent, and reporting this information without my authorization is a clear act of fraud. Under 15 U.S. Code 1681a(2)(B) - Exclusions from a Consumer Report, any credit transaction that involves the use of a Social Security card is required to be excluded from a consumer credit report. This account violates that provision and should not be reported.Business Response
Date: 07/03/2025
July 3, 2025
To Whom It May Concern:
The response to BBB Case #******** ********, ******* is attached.
Regards,
First National Bank Texas/First Convenience BankInitial Complaint
Date:06/10/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
It has been extremely frustrating trying to log into this bank's website and make mortgage payments--they have failed to update my contact information and the process is extremely complicated to make a new account to access my mortgage information. I called in March 2025 because I could no longer access my mortgage information with two-factor authentication. They had the wrong phone number on file, so I followed instructions to hand-write a letter, sign it, scan it, and send it to their central email. Their team then updated my phone number, but copied over the digits incorrectly, so it did not solve the problem. I called again in June 2025 because I am having the same issue of not receiving verification codes, as they had the wrong phone number on file. I also need to update my email as that email was compromised from identity theft, but they are unable to update it. I was told I must physically go into a branch (in Texas) to make a new online account, but I am in *******, so I would prefer just banking with someone else. Seeking remedies, as I've spoken with several "customer service" representatives that have not adequately addressed this issue or updated contact information so I may log in and make a payment.Business Response
Date: 06/20/2025
June 20, 2025
To Whom It May Concern:
The response to BBB Case #******** ******, ******* A. is attached.
Regards,
First National Bank Texas/First Convenience BankInitial Complaint
Date:05/23/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Was lied to and about. On May 17, 2025, a friend of mine was loaning me $4000 to help fix a financial issue I had that was caused by his ex girlfriend. We were told by the employees of the *******, ** branch, that if I opened an account with them they could transfer the money from his account to mine right then. After opening an account, we were informed that they could transfer the money then but could on the following Monday which was the 19th. When we returned on Monday, we were informed that only the branch manager could approve a transfer of that much money and we would have to come back on the 21st. Upon returning on the 21st, the branch manager informed us that the guys id wasn't valid so they couldn't transfer the money. When asked why they allowed him to withdraw $25,000 the week before with the same id, they denied giving him a cashiers check for that amount. After all this, I found out by overhearing a conversation between him and an employee, that the employees were telling him not to help me, telling him lies about me to get him not to help me. This combined with the lies to get me to open an account with them, shows me this bank and their employees are unscrupulous and deceitful when dealing with the residents of the communities they have branches in. And because of this, I closed my accounts with them and advise everyone I know, that are looking to get a bank account, to avoid this bank like they would the plague and I personally will never do business with them or any bank they own.Business Response
Date: 05/30/2025
May 30, 2025
To Whom It May Concern:
The response to BBB Case #******** *****, **** is attached.
Regards,
First National Bank Texas/First Convenience BankCustomer Answer
Date: 06/02/2025
Complaint: 23371662
I am rejecting this response because:While i understand account security, that does not matter when the 3rd party was present and told the associate he wanted to transfer the money. But account security does not excuse the lying to get me to open the accounts that i decided to close, after hearing branch associates telling the 3rd party not to assist me by lying about my ability to repay as well as my integrity.
Regards,
**** *****Business Response
Date: 06/13/2025
June 13, 2025
To Whom It May Concern:
The response to *****, **** BBB Case # ******** rejection is attached.
Regards,
First National Bank Texas/First Convenience BankInitial Complaint
Date:05/08/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
You guys keep locking my card when I am trying to make purchases. I don't understand why it waasn't doing it with my last card but because i got a new card it locks up after every transaction. I called 5 times in one day which is too many for something so simple as leaving my card unlocked. whatever blockers they have on my debt card Ive asked them to remove numerous times but it still keeps locking up on me.Business Response
Date: 05/16/2025
May 16, 2025
To Whom It May Concern:
The response to BBB Case #******** **** *** Meja is attached.
Regards,
First National Bank Texas/First Convenience Bank
First Heroes National BankInitial Complaint
Date:05/05/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
fraudulent transactions were posted onto my account on April 23, 2025 from U-Haul in the amount of $324.47, $40.66, $152.80 to the card number ending in 0626I called the bank call center on two separate occasions 4/22/2025 and 4/23/2025 in an attempt to resolve the problem. The first phone call transferred me to an automated system that stated the wait time was more than twelve hours and the second attempt transferred me to a Spanish language automated systemOn 4/25 I called a Waymo and paid $14.58 and personally went into the ********* branch at ************************************************************************* and after spending over an hour with the bank teller she informed me that disputes could only be reported over the phoneOn 4/30 I called the bank and was transferred to the disputes division and waited on the phone for 2 hours and twenty five minutes until the automated system disconnected me and when I tried calling back I received a busy signal and the call would not go through. On Thursday 5/1 I attempted to call the banks dispute line and again my call was connected to an automated line that put me on hold indefinitely When I tried accessing my online banking on Friday may 2nd I could not so I took a ***** car service and paid $23.78 to the Tempe branch at ***************************** where I was told the banks on line function had been disconnected as was not available for use to its customers in any state. I told the teller that I had filed a police report about the fraudulent posts to my account by U-Haul and all I wanted to do was provide the disputes department a copy of the police report. Again, the bank teller informed me that disputes could only be handled Over the phone. To date I have not been refunded for any of the fraudulent charges posted on my account by U-HaulBusiness Response
Date: 05/16/2025
May 16, 2025
To Whom It May Concern:
The response to BBB Case #******** *******, **** is attached.
Regards,
First National Bank Texas/First Convenience Bank
First Heroes National BankCustomer Answer
Date: 05/17/2025
Complaint: 23285905
I am rejecting this response because:on 4/25/2925 I went into the local branch in *******, ******* and completed the customer profile change form with the teller to update my address in ********
I also received a debit card in the mail from the bank at this updated address
however, in regards to this dispute, the bank has sent a response in the mail , not email, to my previous address out of state in ***************;
I have photos of these documents but your form is not allowing me to attach them, please email me at ********************* so I can send the attachments via email.
Regards,
**** LaPortaBusiness Response
Date: 05/30/2025
May 30, 2025
To Whom It May Concern:
The rejection response to BBB Case #******** *******, **** is attached.
Regards,
First National Bank Texas/First Convenience Bank
First Heroes National BankInitial Complaint
Date:04/11/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
**************** is incompetent with ********************** of ********************** they give you the runaround saying they're going to connect you with no results on my end. An ATM dispense money to me then it took it right back. Found the owners of the *** they noted it all they needed was my bank to ask for it back they they had a ticket number for me my bank doesn't even ask me for that ticket number. The live chat is a joke, how do you not respond to a customer for 15 minutes? I don't know if it was a real person computer-generated but it's all a scam and I got robbed $100 from financial institution and my financial institution can care less. WOW you can't make this up. I work hard for my money and I feel that the riches just stealing from the poor even more. I know I'm not the only person that has dealt with the situation and would rather just wash their hands and not bother. So from ************* institution from another one I was robbedBusiness Response
Date: 04/18/2025
April 18, 2025
To Whom It May Concern:
The response to BBB Case #******** ****, **** is attached.
Regards,
First National Bank Texas/First Convenience Bank
First Heroes National BankInitial Complaint
Date:03/27/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I deposited my IRS tax refund check into my account with ********************** on March 9, 2025. The check was verified with the *******************************. Despite this, the bank opened a leads case through their ************************** without providing written notice or a clear reason for the hold.On March 13, 2025, I spoke with ******** in Customer Relations, who informed me that the matter had been escalated and would be resolved within 10 business days, ending March 26. A supervisor later claimed the 10-day count started on March 14, shifting the expected resolution date to March 2728. These conflicting timelines and lack of transparency are unacceptable.I have spoken directly with both the *** and the *************** of the Treasury, and neither agency has requested the funds be returned. They also confirmed that if the bank was going to reverse the deposit, they should not have cashed the check in the first place.I have filed complaints with the ************************************ (Case #******-19356261) and the Office of the Comptroller of the Currency (Case #CS0370498). At this point, I believe the continued delay and inconsistent communication are stalling tactics causing financial harm and distress.I am requesting immediate release of the held funds or a written legal justification for the hold. I am seeking accountability, transparency, and a timely resolution to this matter.Business Response
Date: 04/03/2025
April 3, 2025
To Whom It May Concern:
The response to BBB Case #******** Khalil *****, **** is attached.
Regards,
First National Bank Texas/First Convenience Bank
First Heroes National BankCustomer Answer
Date: 04/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
**** Khalil *****Initial Complaint
Date:03/12/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a ****** overdraft in my account. I miscalculated my deposit because I have a new job so my account was overdrawn. I called the bank yesterday to confirm my overdraft and that a ****** payment would go through and clear my account. It was confirmed that it would be covered. Please ask or see recordings of conversations. Today I was charged ***** and ****** returned. This needs to be rectified immediately.Business Response
Date: 03/21/2025
March 21, 2025
To Whom It May Concern:
The response to BBB Case #******** Rooney ****, ********* is attached.
Regards,
First National Bank Texas/First Convenience Bank
First Heroes National BankInitial Complaint
Date:03/04/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a loan out but have a second account that is for a business and had not given them permission to take money out of that account. They had taken the money out of that account, causing an account to that is not set up to go negative to go negative. This will be causing a business issue as I have shipments going out that the money comes out of that account.Business Response
Date: 03/21/2025
March 21, 2025
To Whom It May Concern:
The response to BBB Case #******** *******, ****** is attached.
Regards,
First National Bank Texas/First Convenience Bank
First Heroes National Bank
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