Information and Alerts

Pattern of Complaints

Beginning in 2023 and continuing to date, Woodforest National Bank has continued to exhibit patterns of complaints and reviews.  Those patterns include;

Consumer complaints and reviews allege poor customer service issues, i.e. consumers feeling they are not receiving assistance from the branch level management and rude employees. They are also stating they are experiencing unauthorized parties allowed to withdraw money from their accounts without permission and long wait times to have the money returned.

Consumers are siting difficulty in accessing their money, issues when trying to dispute charges, and fraud accounts being established in their name. Some long-time customers are also frustrated with how their accounts being services.  For example, consumer’s account were closed without notice.  Consumers are also alleging frustration with the process when they have fraudulent charges. They state they are following the banks requirements, but the process is still taking months to investigate and assist.

Complaints and reviews also state accounts not closed after consumer was informed it would be. Fees continued to be added to account. Consumer stated, “I was advised by one of their employees that the error was on the oxford branch as they are all “new and do not have it together yet”.  Consumer’s account frozen multiple times without notification and accounts being opened with the consumer’s information without permission. When bank assured the consumer the issue was resolved, the same person was able to access the consumer’s information again. Consumer is concerned about security and has closed their accounts.

Woodforest National Bank provided the following statement:

Woodforest National Bank takes customer service and customer concerns very seriously, and as such, it is a crucial element of our overall Compliance Management Program. For each complaint we receive, we make every effort to identify the customer, when possible, investigate the issue, and respond in a timely manner. We also take appropriate action internally when called for, including but not limited to additional training for employees, updating our procedures, and, when necessary, disciplinary action. Any customer who is not completely satisfied or has any concerns has the ability to either:

Call our Customer Experience Center at 877-968-7962 (available Monday-Saturday from 8:00am-5:00pm CT)

• Log into online banking and send a secure message.
• Visit one of our convenient branch locations.
• Please use our Branch Locator to locate a branch near you and view their current hours: https://woodforest.com/About-Us/Contact-Us/Locations.

• Email CustomerAdvocacy@woodforest.com

We will be happy to address any issues and are committed to providing the best possible service.