Customer Reviews (100)

MaryJane Rocha • 2025-08-19T15:54:03.847Z

amazing bank

Davidwayne Singleton • 2025-08-19T07:55:55.915Z

The bank employees are friendly and Ms Duran has always been there to help me .

Bro Bass • 2025-08-18T23:16:32.485Z

I've had this thing pay late a couple times and end up with charges for late charges. that is not helping my credit any either

FNBT & FCB Mobile App Review Analysis

1. Summary of Key Insights

The FNBT & FCB Mobile app generally receives very positive feedback, with a large majority of users awarding it a 5-star rating. Users praise its ease of use, convenience, and reliability. However, a significant minority of users report negative experiences, particularly related to app updates causing functionality issues (like Zelle access and bill pay problems), login problems, and occasional account access issues. While the overall sentiment is positive, the negative reviews point to critical areas needing immediate attention to prevent customer churn.

Key Strengths: Ease of use, convenience, reliability (when it works), friendly bank staff. Key Weaknesses: App updates causing functionality loss, login issues, account access problems, potential security concerns related to logging out. Overall Sentiment: Positive Overall Rating: 4.66 (calculated from the provided score distribution) Score Distribution: 8% 1-star, 0% 2-star, 3% 3-star, 6% 4-star, 83% 5-star

2. Data & Methodology Overview

  • Data Sample Size: 100 reviews
  • Time Frame: Not specified, but assumed to be recent based on the nature of the reviews (mentions of recent updates).
  • Analysis Methods: Sentiment analysis (manual assessment based on review text), keyword extraction (identifying frequently used words and phrases related to problems and positive aspects), and thematic analysis (grouping reviews based on common issues and praise).

3. Key User Pain Points

  • Functionality Loss After Updates: Several users reported that updates removed or broke key features like Zelle, bill pay, and fund transfers. This is a major issue as it directly impacts core banking functionality.
  • Login Issues/Account Access Problems: Users reported being frequently logged out, unable to log in, or experiencing problems with the app loading account information. This creates frustration and distrust in the app's reliability.
  • Security Concerns (Logging Out): One user explicitly mentioned feeling insecure because they had to force-close the app instead of properly logging out. This suggests a potential usability issue with the logout process.
  • Late Payments Due to App Issues: One user reported late payment charges due to the app's unreliability, which directly affects their credit score and trust in the bank.
  • Lack of Cash Deposit ATMs: One review mentioned the inability to deposit cash at ATMs as a significant drawback compared to larger banks.

4. Frequently Requested Features

  • Zelle Functionality: Several reviews explicitly mention the loss of Zelle functionality after updates, indicating a strong demand for this feature.
  • Reliable Bill Pay: The removal or malfunctioning of bill pay is a significant issue. Users need a reliable way to pay bills through the app.
  • Improved ATM Functionality: The ability to deposit cash at ATMs is a requested feature to bring the bank on par with larger institutions.

5. Strengths and Positive Aspects

  • Ease of Use: Many users repeatedly praise the app's user-friendliness and simplicity, especially for those less familiar with technology.
  • Convenience: Users appreciate the ability to bank from anywhere and avoid visiting physical branches. Features like mobile check deposit and fund transfers are highly valued.
  • Reliability (When Working): Some users highlight the app's reliability when it functions as expected.
  • Friendly Bank Staff: Several reviews mention positive experiences with bank employees, indicating good customer service.
  • Security Features: Some users appreciate the security measures in place (e.g., Touch ID, Face ID, level of protection).

6. Prioritized Action Recommendations

  • High Priority:
    • Address Functionality Loss After Updates: Immediately investigate and fix the issues related to Zelle, bill pay, and fund transfers. Thoroughly test updates before release to prevent regressions.
    • Resolve Login and Account Access Issues: Diagnose and fix the underlying causes of frequent logouts and account loading problems. Improve error handling and provide clear guidance to users experiencing these issues.
    • Improve Logout Process: Ensure a clear and reliable logout mechanism to address security concerns.
  • Medium Priority:
    • Investigate Late Payment Issues: Understand why the app is causing late payments and implement safeguards to prevent this (e.g., clearer payment confirmation, reminders).
    • Improve Communication About Updates: Clearly communicate changes and potential disruptions caused by updates to users.
    • Enhance ATM Functionality: Explore the feasibility of adding cash deposit functionality to ATMs.
  • Low Priority:
    • Address "Checking Account" Label Issue: Clarify why some users have two accounts labeled "checking" and improve account labeling for better clarity.

7. Opportunities for Startup Ideas

  • Automated Update Testing Platform: A platform that automatically tests mobile banking app updates across different devices and scenarios to detect regressions before release.
  • Personalized Banking Assistant: An AI-powered assistant integrated into the app that provides personalized financial advice, helps users manage their budget, and proactively alerts them to potential issues.
  • Enhanced Security Features: A startup focusing on innovative security features for mobile banking apps, such as biometric authentication beyond fingerprint and facial recognition, or behavioral biometrics.

8. Trends and Observations

  • Impact of Updates: A clear trend is the negative impact of updates on app functionality. This highlights the need for a more robust testing and release process.
  • Positive Correlation with Bank Staff: Users who mention positive interactions with bank staff tend to have a more favorable view of the app, suggesting that good customer service can mitigate some app-related frustrations.
  • Focus on Convenience: The emphasis on ease of use and convenience suggests that users are primarily looking for a simple and efficient way to manage their finances on the go.

9. Conclusion

The FNBT & FCB Mobile app has a strong foundation with a high user satisfaction rate due to its ease of use and convenience. However, recent updates have introduced critical issues that are negatively impacting user experience. Addressing these issues, particularly those related to functionality loss and login problems, is crucial to maintaining user trust and preventing customer churn. Prioritizing stability and thorough testing over new features in the short term is recommended.

Overall Recommendation: Focus on fixing existing issues and improving the reliability of core functionalities before introducing new features. Invest in a more robust testing process for app updates.

10. Original App Link

https://play.google.com/store/apps/details?id=com.digitalinsight.cma.fiid01685&hl=en_US&pli=1