First Convenience Bank Customer Care: A Complete, Practical Guide

First Convenience Bank (FCB), a division of First National Bank Texas (founded in 1901 in Killeen, Texas), offers customer care through multiple channels designed to meet you where you are—by phone, in-app, and at in-store branches. If you need help with a debit card issue, online banking access, disputes, or account maintenance, the guidance below outlines exactly how to reach support, what to prepare, and what timelines to expect.

Because banking needs are often time-sensitive, this guide emphasizes concrete steps, regulatory timelines (such as Regulation E for debit card disputes), and practical tips to shorten your time to resolution. It also includes links and external resources you can use immediately if something is urgent or needs escalation.

How to reach First Convenience Bank customer care

Phone support: Call the number printed on the back of your First Convenience Bank debit card to reach customer care. Keep your card handy; the printed number routes you to the correct queue for your specific card program and region. For account-specific security, phone agents will verify you using personally identifiable information and one-time passcodes.

Digital support: Log in to online banking at https://www.1stnb.com or use the First Convenience Bank mobile app (available in the Apple App Store and Google Play). From there, you can send a secure message, start a chat if available, or manage common tasks (e.g., card freeze/unfreeze, alerts, address changes, and statement access) without calling. Secure messaging is the best option for requests that don’t require immediate action and for keeping a written record.

Branch support: FCB operates in-store branches—many inside supermarkets—offering extended hours compared with traditional banks. Hours vary by location and season, with a number of branches open seven days a week; check the locator at https://www.1stnb.com/locations for exact hours and on-site services (e.g., instant debit card issuance, notary availability). In-branch staff can verify your ID in person and may resolve complex issues more quickly.

Prepare for faster service

Have your identity and account details ready before you call, message, or visit. This reduces re-verification and shortens hold times. If you’re reporting fraud or disputing a charge, writing down the exact merchant name, amount, date, and any supporting documents (receipts, screenshots) will move your case forward faster.

• Personal details: Full name, date of birth, last 4 digits of SSN or taxpayer ID, current address, and the mobile number/email on file.
• Account details: Account number (or last 4 digits) and the last 4 digits of your debit card. Note 5–10 recent transactions you recognize for additional verification.
• Device and access: For online/app issues, your device model, OS version, and the exact time of any error. Capture error codes or messages verbatim.
• For disputes: Transaction date, amount, merchant, location (if known), whether your card was present, and when you first noticed the error.

Common requests and what to expect

Debit card problems (lost, stolen, compromised): Customer care can immediately block the card to prevent new charges. Physical replacement by mail typically takes several business days via USPS; ask about expedited shipping if timing is critical and confirm any fee before approving. If you’re traveling, request a temporary travel note on your profile to reduce false fraud declines.

Direct deposit and ACH credits: Funds generally post on the settlement date provided by your payer. ACH credits in the U.S. typically clear in 1–2 business days. Same Day ACH exists for participating senders; depending on the window used by the sender, credits can arrive later in the afternoon local time. If a deposit is missing, confirm the routing and account numbers used and request the ACH trace number from your employer or benefits provider to speed up research.

Online and mobile banking access: If you’re locked out, customer care can help reset credentials after verifying your identity. For security, expect to receive a one-time passcode by SMS, voice call, or email. If you change your phone number or email, update it in the app or with an agent immediately to avoid future verification delays.

Card and payment disputes under Regulation E

For unauthorized electronic transactions (e.g., debit card fraud), U.S. Regulation E protects consumers with specific timelines. After you report an error, banks generally have up to 10 business days to investigate and, if needed, provide provisional credit. For new accounts (opened within 30 days), the bank may take up to 20 business days for provisional credit. The overall time allowed to complete the investigation is up to 45 calendar days in most cases and up to 90 days for certain transactions (e.g., point-of-sale debit card transactions or international transactions).

To keep your case on track, submit your written dispute or affidavit promptly if requested and keep copies of everything you send. If you spot additional fraudulent transactions after your first report, notify customer care immediately; the timing of your report can affect your liability under Regulation E. Always ask for your case or reference number and note the date and time of your report.

Fees, limits, and waivers

Daily withdrawal and purchase limits on debit cards vary by account and risk profile. If you need a temporary increase (for travel or a large purchase), customer care can explain eligibility and how long an increase can remain in place. For third-party cash withdrawal fees (e.g., at non-network ATMs), check your account’s fee schedule and the ATM’s disclosed surcharge before proceeding.

For the most current fee schedule, visit the Disclosures or Forms section at https://www.1stnb.com or request a copy in-branch. If a fee was charged due to unusual circumstances (system outage, card replacement after confirmed fraud, or verified bank error), ask customer care whether a one-time courtesy waiver is available. Policies differ by account type and history, so be specific when you ask.

Accessibility, language, and security support

Language support: Bilingual customer care (including Spanish) is commonly available; if you prefer a specific language, request it at the start of the call or visit. For written communications, secure messages can be translated or answered by a bilingual agent when available.

Accessibility: If you use a TTY/TDD service or a telecommunications relay service, customer care can work through your relay operator. Online banking and the mobile app generally support screen readers and dynamic text; if you encounter an accessibility issue, report the screen, device, and steps to reproduce so the bank can escalate it to engineering.

Security: Never share one-time passcodes, full card numbers, or your online banking password with anyone—even a caller claiming to be from the bank. FCB will not ask you to read back an SMS security code that they just sent. If you suspect a scam call, hang up and dial the number on the back of your debit card or start a new secure message in the app.

In-branch service tips

Many First Convenience Bank branches are located inside major retailers and offer extended hours, often including Sundays. This setup can be useful for same-day tasks such as cashing checks, updating IDs, or obtaining immediate documentation. Bring a government-issued photo ID (driver’s license, passport, or state ID) for changes to personal information or for certain cashiering services.

If you need documents like account verification letters, direct deposit forms with a preprinted account/routing number, or notarization, call the branch ahead of time via the locator at https://www.1stnb.com/locations to confirm availability and any fees. For large cash withdrawals, call a business day in advance so the branch can plan cash levels and complete any required forms.

Escalation and formal complaints

Most issues resolve at first contact, but some cases require escalation. Keep all reference numbers, names of representatives, and dates handy. If a promised callback or resolution deadline passes, contact customer care, provide your case number, and ask for a supervisor review. For written records, continue the conversation via secure message in online banking.

• Ask for a written summary: Request confirmation of actions taken and next steps via secure message or email on file.
• Formal complaint: Submit through secure message or the mailing address listed on your statement. Include your case number, timeline, and desired resolution.
• Regulatory help (if unresolved): File a complaint with the Consumer Financial Protection Bureau at https://www.consumerfinance.gov/complaint or by phone at 855-411-2372. You can also contact the FDIC Information and Support Center at 877-275-3342 (877-ASK-FDIC) for deposit insurance and complaint guidance. Standard FDIC insurance is $250,000 per depositor, per insured bank, per ownership category.

Bottom line

Use the number on the back of your FCB debit card for urgent issues, secure messaging at https://www.1stnb.com for documented follow-up, and in-branch visits for ID-intensive or same-day needs. Know your rights under Regulation E (10 business days for provisional credit in most cases; up to 45 days to resolve, with extended timelines for certain transaction types) and keep detailed records. With the right preparation and contact channel, most customer care requests can be resolved quickly and cleanly.

Is First Financial bank customer service 24 hours?

How do I contact client support? You can call our Client First Center at 877.322. 9530, Monday – Friday 8:00am –8:00pm EST, Saturday 8:00am – 5:00pm EST. Automated account access is available 24/7.

Do banks have 24 hour customer service?

Customer service hours vary among banks, with many only offering the ability to speak with a representative during business hours. If you prefer wider access to customer service, you might want a bank that allows you to communicate with a live person anytime.

What is the first national bank customer service number 24-7?

Stop by any of our branches, visit our website or call us at 1-800-555-5455 to learn more about our commitment to serving you. We look forward to being your bank of choice.

How do I talk to a representative at First Convenience Bank?

800-903-7490
Customer Support
Call 254-554-6699 or 800-677-9801 for First National Bank Texas or 800-903-7490 for First Convenience Bank. If you are calling our 24-Hour Personal Account Line and looking for information, click here to view a call tree to help you navigate through the system.