Spirit of Texas Bank W Sw Loop, Tyler

When this bank was Citizens, it was extremely personable. Even though citizens had its policies, and might not resolve things the way you wanted, they treated each customer as a individual person and always showed that they did whatever they were able to. Now that they've sold to Spirit of Texas, it's become much more like a regular corporate bank. I became very frustrated a few months ago when a overdraft, for a charge that was pending the day before my pay check, went through and when I called to see if it could be reversed, they had to send me to a different branch where a bank officer, who controlled my account number(their words), told me that since it was not their fault, they would not do anything. It, to me, just felt like a poor customer service experience. We banked with citizens for a decade now, and the tellers that are still there with them are very nice.

I have been with Citizens since I was 16. Since that time, I have never had an instance of theft, therefore I believed all was well. However, three days ago my wife’s card was stolen and a $1000 purchase was allowed to be made by the thief. We were not able to cancel our cards since this is not a 24 hour operation. The next day we were finally able to get ahold of someone and I was given a completely different number to call. When I called the different number, I could not understand the person I was talking to. I hung up and called back with the same result two more times. When I finally got someone I could understand, I was informed that our money would not be given back for up to four weeks!!! Why? All of this to say, when we receive our money back we will be closing our accounts and switching to. This has been such a disappointing experience. However we will now have a 24 hour bank that God forbid if this happens again, we will be able to contact someone to help.

I go into this location regularly and have to say it is a pleasant bank. All of the employees acknowledge you and greet you. There is usually someone sitting at the front desk to help you get to the area of the bank that you need. The tellers are friendly and work quickly.

Shelly Willoughby, best in Tyler, worked with me on my loan and always has the answer for any financial question I have.

Shelly Willoughby's willingness to work with me on all my loan and financial concerns.

Beat the mortgage lender I started with hands down!