Consumer complaint received 2020-09-11
Company: PROSPERITY BANCSHARES, INC.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
On the weekend of XXXX XXXX and XXXX XXXX  I experienced excessive restrictions on my Prosperity Bank Debit Cart due to excessive Fraud alerts when no fraud was present...This was an ordeal that I experienced on a weekend when Prosperity Bank was closed...I submitted complaint number: XXXXXXXX  addressing the ordeal I experienced on the weekend of XXXX 1st and XXXX 2nd 2020...I am submitting documentation in this complaint as evidence that due to needing to file a chapter seven bankruptcy...i was already under tremendous pressure and stress that weekend and that due to being forced to make phone calls I should never have had to make in the first place as the fraud alert system been working correctly...That i acted under duress when I said the things I said a duress caused by stress that I was already experiencing..The purpose of this complaint is this...Prosperity Bank Retaliated against me and sent me a letter dated XXXX XXXX 2020 but not mailed until XXXX XXXX 2020 a letter that I just picked up from my mail box today XXXX XXXX 2020...The day that I entered Prosperity Bank to seek help with faxing my pay stubs to the social security administration to report my earnings...I was not aware at the time of that encounter of Prosperity Bank's hostile position towards me...I am providing the details of that experience report in this complaint which is this...Prosperity Bank acted in a hostile manner towards me their own bank account holder and set me up to fail and for more potential harm...That Prosperity Bank acted in a very under handed and reprehensible manner after XXXX   diligently released these phone calls to Prosperity Bank - Prosperity Bank retaliated against me and became hostile towards me and set me up for a potential entrapment scenario on September 8th 2020 had I said or done something utoward that day I could have been seriously harmed...The purpose of the documentation I am providing is to show that I was already stressed out that weekend that all I had in the house to feed my son was oatmeal because due to illness I have been very ill for some time now and very tired as well...I had just completed two months of XXXX XXXX XXXX XXXX...I was worn out exhausted and under duress...I was unable to go out much to grocery shop due to my health not being good and on XXXX XXXX and XXXX my bank card kept declining though I was told by XXXX call center people that I could use my bank card my card kept declining...Also when I tried to respond to the fraud alert texts that my purchase was not a fraud the system did not recognize my phone number and rejected my reply...XXXX to their credit has acknowledged that their fraud alert system and the algorithm needs to be adjusted and fixed so that this does not happen again to ones like me and other bank account and debit card holders...The only person in this mess who saw fit to ask if my son and I are doing ok was XXXX XXXX XXXX  from XXXX   that man was very kind and gave me a voice and verbally reassured me that I would not be experiencing any more problems from XXXX. XXXX XXXX from XXXX acted in good faith..XXXX  acted in good faith when they released the phone calls to Prosperity Bank...I also acted in good faith by apologizing many times both verbally and in writing my heartfelt sorrow over the XXXX   things I said under duress...Prosperity Bank has failed me their bank account holder and failed to act in good faith in my regard...Prosperity Bank escalated this situation more than it needed to be escalated...The documentation I am showing here is evidence that Prosperity Bank discriminated against me their own bank account holder by a retaliation tactic such as force closing my bank account...I only have the one bank account and one bank card so this retaliation put more stress on my already overburdened shoulders...I acted in good faith towards Prosperity Bank and sent written and verbal heart felt apologies for things I said under duress...I ask that Prosperity Bank be held to account for serious mistakes made on the weekend of August 1st and XXXX XXXX 2020 that place excessive restrictions on my bank debit card that prevented me from using my card in a normal manner...I include the detailed experience report here as part of my narrative as to ways the banking industry often escalations situations further and creates hostile environments for unwary bank account holders...The documentation I provide substantiates that I was already under duress the weekend of XXXX XXXX   and XXXX XXXX  2020...That Prosperity Bank's hostility towards me was underhanded XXXX and uncalled for that set me up for more potential harm including a direct violation of CDC guidelines by one XXXX who saw fit to breathe down my neck and by her horrible behavior indicate to me that she hopes that I XXXX XXXX from the Covid-19...This is very serious and Prosperity Bank needs to be held to account for these reprehensible actions...

My experience report with Prosperity Bank is as follows: 

At XXXX XXXX I called XXXX at the XXXX XXXX   Prosperity Bank Branch and asked XXXX to contact someone at the XXXX XXXX Prosperity Bank Branch...XXXX did this for me she spoke to XXXX who then behaved as described in my experience report...Also attached is a copy of the Fax Confirmation sheet as evidence that my pay stubs were faxed to Social Security Disability a report I make on a regular basis...I was told by XXXX at Prosperity Bank that as long as this fax is related to money being deposited into Prosperity Bank that this is a service that is provided as courtesy to bank account holders like me...Attached is a screen shot of a voice mail I received later that day after XXXX from XXXX  requesting a call back about a letter I will be receiving from Prosperity Bank asking that I close out my bank account...

My experience report with Prosperity Bank -On the morning of XXXX XXXX  2020
Pursuant to my experience report I ask that you read my detailed report on threatening body language that was used in my presence at a Prosperity Bank Branch.located at XXXX XXXX XXXX XXXX XXXX XXXX Texas...I am providing both XXXX  and Prosperity Bank lots of feedback in my good faith effort to show you ways errors made by the banking industry can affect bank account holders...As a bank account holder with Prosperity Bank I feel that hostility can often be promoted and encouraged between bank account holders and banks...This was evidenced by the hostile body language used by women at Prosperity Bank the day I entered their large branch seeking help to fax my pay check stubs...I have been to ten countries I can speak more than one language though only fluent in English I can get by in other languages...I am excellent at reading body language and I have a basic knowledge of knowing what to do and what not to do particularly when traveling in XXXX  countries...I have been to XXXX and as a western woman in a XXXX  nation there are certain do's and certain do not's...For example no matter how aggressive a XXXX male is towards a western woman it is vital that the Western woman never make direct eye contact with an aggressive XXXX   male...For to make Direct Eye contact is a show of force and disrespect a force and disrespect that could render you XXXX in seconds...I experienced a situation with a young very aggressive XXXX I encountered in XXXX and by the grace of God I managed to stay safe and alive by avoiding eye contact and demonstrating my basic grasp of Arabic...First I want to focus on my experience at Prosperity Bank the larger Branch on XXXX   XXXX...Body language is often studied by folks who work in the Banking Industry because these days it is vital to be able to read body language because by being able to do this it can save your life...This is the series of events in detail that happened at Prosperity Bank...While waiting outside of the bank for the Lobby to open...I was approached by a male customer in a truck I politely told him that the Lobby opens at XXXX XXXX and I also told him that drive through is open earlier if he wished to avail of drive through...Throughout the moments I am describing I was on a very long hold with a Federal Government Phone Call I needed to make which requires long hold times...As a result I was not very approachable as I was waiting on hold...A female employee of Prosperity Bank came up and gave me a warm smile and greeting which I appreciated and I also replied in kind just not as friendly as I normally would be because I was waiting on hold...I did not mean to be unfriendly I was simply distracted by the long wait time and hold music I was listening to...Shortly after this lady entered and she was very pleasant which I appreciate she told me that the lobby opens at 9 am to which I replied I know and thank you for telling me...Then a man who may be in management in banking wearing a very nice suit and a sharp matching face mask that complemented his suit --- I noticed that he has good taste in dress...He approached me as he also works at the Bank and again I pointed to my earbuds indicating that I was on hold...Now because I was on hold that man should have noticed this is what I was saying I also verbalized that I was on hold...He took the time to tell me about the drive through option which I thanked him for...I said that I am in need of more in depth help and he also said that the lobby opens at XXXX   XXXX..Something I was already well aware of...I thanked him though and proceeded to focus on my hold time...I tell you this because this kind of behavior can seem very rude particularly when someone is on hold as I was...I already knew the lobby opened at XXXX XXXX so the conversation with that male employee did not need to happen... A polite wave and nod and good morning would have been enough...During my hold time I had an important incoming phone call I needed to field so at that point I had to hang up with the Federal Government to take this other call...A male was waiting in his vehicle for the lobby to open not bothering a soul and I was simply standing outside also waiting for the lobby to open...I tell you this because most people are decent and are just going about their business...Such as the male who waited in his vehicle who never once bothered me...I find folks are for the most part decent polite and considerate...I try to be the same...However, once the lobby opened and I entered Prosperity Bank the atmosphere had changed...No one approached me to offer me any kind of help whatsoever and the  friendly greetings I received by the two friendly employees on their way in to work seemed to have evaporated into thin air in terms of the warm atmosphere...The atmosphere I encountered was a very tense atmosphere...At that moment I was not aware that XXXX had released my phone calls to Prosperity Bank and that Prosperity Bank would later ask me to close out my bank account...I was like a lamb led to the XXXX   I had no idea what was going on...When I approached the counter the women at the counter showed me by their body language that I was not welcome at Prosperity Bank...They turned their heads away from me and when I questioned them about speaking to a manager I was told there was no manager willing to speak to me...Though I witnessed a sharp dressed man enter the bank...I was told there was no manager in that day...Their body language did not match their speech so that when I was told there was no manager in that day I interpreted that as you are not Welcome here and no we will not let you speak to a manager...From the body language I received...I then asked the lady at the counter would she get someone who works at the bank to help me to fax my pay stubs to the social security administration...The woman I spoke turned her nose up at me and turned her head away from me in XXXX as if I was a XXXX creature and asked the other woman behind the counter who stated that we do not help with that...I quickly realized that the atmosphere was now very tense and had I not already learned my valuable lesson about not allowing my emotional intensity to kick in so as to elevate me to an elevated emotional state whereby I could say things I sorely regret...I simply walked away from the counter to show by my body language that I was in retreat...That I was now retreating from this...It was when I was backing away that I phoned XXXX XXXX who then proceeded to call that bank...I told XXXX that I was walking away from the front desk and that I would wait in the lobby area on one of the large seats available to bank account holders and customers...XXXX did call the bank and spoke to XXXX and XXXX told me that XXXX agreed to help me and that XXXX was now looking for me in the lobby...I want XXXX and Prosperity Bank and all parties involved to know this...That when I entered Prosperity Bank XXXX   was seated at her desk which was directly in front of me so that there was no way that XXXX could miss my presence...I was very easy to find...XXXX and other staff members never bothered to approach me to greet me or to welcome me as would normally happen...When XXXX told me that XXXX was looking for me I got up and proceeded to walk towards XXXX   desk...XXXX was now approaching me and when she saw me she looked away and acted XXXX like she did not know what she was doing or who she was looking for...I had to speak which was awkward for me but I spoke and I asked are you XXXX?  She responded in a sheepish manner as if she did not want me to find her...Yes I am XXXX...I thanked XXXX XXXX very much on the phone and hung up..XXXX used sweeping gestures with her arms and motioned for me to sit down at her desk...I will describe XXXX body language in detail...Both of us were wearing our masks per CDC guidelines...Before motioning in that sweeping gesture I described for me to sit at her desk...XXXX proceeded to pull out a pair of black plastic gloves the kind of gloves you would use to take out the trash...These black gloves reminded me of black garbage bags...XXXX proceeded to in a very theatrical manner to don those black plastic gloves and then with that sweeping gesture of her arms proceeded to motion for me to sit at her desk..XXXX  then proceeded to type on her computer with those black gloves on which seemed very odd to me...When I told XXXX that I need help faxing my pay stubs to the social security administration XXXX said we do not help people like you we send people like you across the street...I was taken aback by this because XXXX had reassured me that I could go to any branch and get help with my pay stubs...I then called XXXX back and described to XXXX  what my experience at Prosperity Bank was like that XXXX  was being awful and acting very strange as were the staff I encountered behind the counter at the bank...XXXX was very apologetic about this and it was only afteXXXX XXXX  witnessed me speaking to XXXX describing XXXX bizarre awful behavior and body language did XXXX who is XXXX and looks like she belongs in a library very much like a librarian type..XXXX gets up and sighs and says she will fax my pay stubs...I asked XXXX for a cover sheet sheet which XXXX then provided to me...I told XXXX that the way I am being treated is inhumane but that I have learned to keep my emotions out of it since this is never personal...I asked XXXX to make a copy of my pay stubs for faxing purposes as faxing them would be easier that way...XXXX sent the fax and when XXXX returned I asked XXXX would she please provide me with my confirmation sheet that the fax went through...XXXX  body language was terribleXXXX  sighed and said confirmation sheet's take a while...I could tell by XXXX body language that she loathed my presence and simply did not want the bother of helping me that day...I replied XXXX l I know these confirmation sheets take time I will wait for my confirmation sheet...I then told XXXX in whose presence I did not feel comfortable at all...That I would wait over there and I pointed to a seat further away from Rebecca...Rebecca glared at me and in an angry hissing voice said oh! you can wait there alright...Rebecca then proceeded to pull out a disinfectant spray and in theatrical fashion Rebecca proceeded to spray the chair I was sitting on and wipe it down...I tell you this because Rebecca has likely studied human behavior science and has likely participated in theater in her life...I would not be surprised if XXXX worked at a library at one time..XXXX is very calculating and very detailed..XXXX  then proceeded to work without the black gloves this time because I was no longer in her immediate presence...It is vital I tell you this in detail...The black gloves sent me a threatening message that I am trash and that I will be discarded like trash and or potentially harmed...I felt under threat by those black gloves and the way that XXXX and the staff behaved...I felt terrified by this I was terrified and that is a form of XXXX that goes on in the banking industry...While waiting for my confirmation receipt XXXX completely ignored me it was as if I no longer existed...An employee walked past me and I politely asked her if she would be so kind as to check for a confirmation receipt for XXXX XXXX XXXX...She obliged and obtained that for me..XXXX  was ignoring me the whole time...XXXX  then approached me once I had obtained the confirmation receipt.XXXX refused to afford me the proper social distancing that we all need to be doing these days and XXXX got in my face and proceeded to thumb through my pay stubs without the black gloves this time with her bare hands to show me the copies she had made were there..XXXX by her body language over stepped her boundaries with me..XXXX then proceeded to in a very glowering and threatening manner to state that she would walk me to the door because as XXXX  stated..."I do not want you walking around the building"...I replied there was no reason for me to do such a thing...At no point did I ever threaten a soul that day..XXXX proceeded to speak to me in a very threatening manner which would be described as covert threatening speech and covert threatening body language...XXXX  then stated that she had loved ones XXXX  from the Covid-19 to which my response was that I am sorry for your losses...When XXXX walked me to the door she stood too close to my body and was breathing down my neck...Rebecca was not concerned that she was putting me out into the pouring rain...Rebecca seemed to enjoy doing this to me and Rebecca said "there's the door go on out into the pouring rain"...I tell you this was my experience that day at Prosperity Bank...Rebecca who lost loved ones to Covid-19 used threatening body language and soft hissing speech by violating the social distancing boundaries you will see Rebecca's actions on your CCTV cameras at that branch...Rebecca sent me the nonverbal message that she hopes that I get the Covd-19 virus and die...I tell you this is how I felt that day...That XXXX had zero concern for my well being and that XXXX told me she knows of loved ones who XXXX from the XXXX and as such XXXX then breathes down my neck stands to close to my person thus ignoring the CDC social distancing guidelines which puts XXXX  in direct violation of CDC guidelines which appears to have been done on purpose with intent to XXXX   me...Intent to XXXX me can be established by XXXX use of black gloves and XXXX   subsequent failure to use the same black gloves when thumbing through my pay stubs and the copies and by standing too close to my person when walking me out the door and by  stating that she has loved ones who XXXX from XXXX...That was perceived by me as an act of terror that XXXX   was hoping that I would get Covid-19 and XXXX   XXXX...Though XXXX never said this XXXX   behaved in a manner that suggests this...The staff at Prosperity Bank were most certainly very hostile towards me by their body language...I ask that XXXX   review this experience report and that Prosperity Bank also review this detailed experience report...I apologize for any typographical errors you may find...I can establish that due to errors made on my bank card via excessive fraud alerts that triggered excessive restrictions on my bank card that triggered a bank account holder's bank card rendered useless not fit for purpose that then resulted in the series of unfortunate events that took place...That has reduced me to tears many times and filled me with terror and added to the stress I am already experiencing...I ask that you take my details into account...I can tell you also that a woman who works at Prosperity Bank at the XXXX XXXX XXXX   Branch not sure if her name is XXXX  or not...She helped me to fax my pay stubs also in the past but was reluctant to do so and was extremely rude about doing it...That woman proceeded to explain unnecessary policies and procedures to me...I told her that her speech was not needed that this is a basic service provided to account holders...She did refuse to help me with another small request as that request was not related to the bank which I accepted and respected...I tell you this because many today not just myself feel that the banking industry is very hostile towards bank account holders and bank card users...That the banking industry would chew little people like me up and spit us out with no conscience care or concern...XXXX is in direct violation of CDC guidelines which is very serious..XXXX  or whomever it was that gave me excessive details about policies and procedures should be trained in manners...Many today could use some basic training in manners and common decency which is lost on the banking industry these days...It is my sincere hope that you will find this detailed report helpful and that you will speak to XXXX about this and to XXXX or whomever it was that helped me in the past at the XXXX  Branch about ways reciting policies and procedures can be an abuse if not necessary and extremely rude when dealing with bank account holders.

Respectfully Submitted by

XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation