PNC Bank - Granbury (TX)

2 /5 April: Opened a business account at this location and then billed the customer using the online invoice banking. Funds are “frozen” by a third party vendor (BILL.COM). Funds are not available for work needing completed. This is impacting business and customer relations. The account has only been open a week and already have a case manager on this issue. Apparently it has been escalated but nobody can say why or when the funds will be released. Called vendor and they are overseas and hang up on you. A week later and we have no answers and no money to complete work needed. Online account login does not work either. Account will be closed and this institution will never be used again.

5 /5 Chuck Licata: As I posted on Yelp the other day, this branch is AMAZING!! I got so much personal attention in transferring my personal accounts over to PNC (Im from the Pittsburgh area so theres already a connection).. As well as, Ive opened a new business with 3 gents who all live in DFW area, and the opening of our accounts with them went extremely well. I opened the accounts in December and have been by a few times since then, and everyone here has been nothing but friendly and accommodating. I HIGHLY recommend PNC/Granbury to anyone/everyone. This staff really cares about each individual customer.

1 /5 Darryl Jones: Most unprofessional bank I ever have used. If Michelle Willis is working there, run away. I opened an account, deposited $5,300. 2 days later my account was close without notifying me which is against Banking Commission regulations. Money gone. Never do business with this bank unless you want to get screwed. If I could score this a zero, I would.

1 /5 Joseph Polino: This Branch is foefully understaffed. Customer service is spotty at best. At times, tellers handle both teller window transactions and drive up transactions. Calls are not returned. I recently called and asked to speak to Michelle, and told the person answering the main number that I was "returning her call." The person aswereing the main number transferred me to a voicemail. It was a generic voicemail stating that the staff member I was trying to reach was unavailable and to leave a message. As I had asked to speak to Michelle, I assumed this was her voicemail. My voicemail was brief, telling Michelle I was returning her call. I was assured she would get the message. After not hearing back from her for weeks, I visited the Branch and explained my problem to the front entrance desk staff member. At that point Michelle walked over to me, as it appeared she had overheard some of my conversation with the other staff member. I told her that I had been trying to return her call, to no avail, but had left her a voicemail. Her response was, "I dont have a voicemail." My response was, "Well, somebody thinks you do." I finally set up an appointment with her for 7/9/24. However, due to a personal emergency I had to cancel my appointment. Of course the person aswering the main number told me she was unavailable to speak to me. I told him to please relay my message to her. This morning, I emailed her to apologize for cancelling my appointment and suggested another time and day. As of this time she has not responded to my email. My intention was to increase my activity with PNC, but I am seriously questioning that option. I was spoiled by Compass prior to the PNC aquisition. Their personalized customer service was exceptional..

5 /5 Keith Saunders: Original review was a 1 Star. REVISED 3-31-21 If you truly want an awesome banking experience, dont use BBVA Compass. They WILL let you down time and time again. This particular branch has a few key people who really want to help, but have their hands tied behind their back by their corporate comrades. I speak not only from experience from this branch, but from other branches in other cities. I have businesses located outside of my home town and I thought that BBVA would be beneficial to me in order to be able to access funds, make deposits in multiple cites, transfers, and loans. I have been disappointed for the last time and I urge you to be very weary of this bank. They appear friendly and some may truly care, but its only skin deep at the branch level. Customer service may be a word spoken within the branch, but I guarantee you that the people who are above the branch level dont care about you, your time, or your business. If I worked at a branch level and saw how my customer setting in front of me was being treated, I would have a hard time coming to work each day. UPDATE 3-31-2021 Shortly after writing the previous review, I was introduced to a business banker at the Granbury branch that truly does care. I have been working with her now for almost 5 years and she has never let me down. Im still not sold on BBVA, but I am 100% sold on Hazel. She is awesome. If you need a business banker, look no further. Thank you Hazel for all the help you have been to me over the past 5 years.