Bank OZK Crowley Rd, Fort Worth

I love to support local and small businesses and the same goes with banking. I have a personal checking account with a local credit union, and recently opened a small business. My credit union doesn’t offer business checking accounts, so I found Bank OZK. I realized I was actually familiar with them from when I lived in Arkansas and they were known as Bank of the Ozarks, so that made me excited to bank with them. From the beginning, there were a few red flags told their processes were antiquated and gave me a little concern. I reminded myself that they are local and not a national bank, so just go with the flow even though their process seemed inconvenient. I call to schedule an in-person appointment, which is required due to COVID. I was told on the phone, that I wouldn’t need to bring in anything for funding because the first appointment would be just to get information. Then if approved, I’d have to come back in and sign paperwork and fund the account. This was inconvenient, but I didn’t complain. Did the in-person appointment. The banker went through an application, asked questions, and then sent me on my way. I thought it was extremely odd that I didn’t see what was submitted on the application, nor was I required to sign anything confirming the accuracy of what was submitted. My full-time job is an Audit Manager, so this really raised red flags. I was told their application team worked pretty quickly and would have a response within a day or two. This was on Monday, and on Friday when I still hadn’t heard anything. I called to ask about the status. The banker was apologetic for not contacting me sooner and informed me that the application had been denied. I asked why. He said it was because I didn’t have any business history. I asked, “even when I just opened the business 2-3 weeks ago? I wouldn’t expect a new business account would solely be dependent on business history.” He seemed confused, but agreed and said he’d follow up on Monday (this was probably 2-3 weeks ago), and I still haven’t heard from him. Keep in mind, I never was able to see what he submitted (not even an email confirmation), so I don’t know if there was a typo in anyway. I ultimately ended up applying online with Wells Fargo, and guess what? Every question that the banker at OZK asked in-person, was asked online with WF. Within minutes, I received a secure link to upload the requested documents. Then about 48 hours later, a banker called me with a few business/personal identity questions, and then my account was opened and I would need to fund the account within 5 days. I hate that I had to go with a big bank because supporting local and small businesses is important to me, but unfortunately OZK is simply one that truly falls short in processes, convenience, and customer service. I know for a fact local banks can open accounts same day because I’ve owned a business in the past (in a different city), and the business account was opened same day. Overall, I hope OZK uses this feedback as an opportunity to work on customer service and streamlining processes.

Great location, plenty of parking, friendly staff and it’s open on Saturdays.

I love bank OZK but don’t like the new system they are implementing which requires a customer to call to come inside the branch for any in person transactions. Plus the tellers make you wait for when they are ready for you. Doesn’t seem like a smooth process. I would think it could be logistically better like maybe an appointment system.