Consumer complaint received 2023-05-10
Company: PROSPERITY BANCSHARES, INC.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I currently filed a complaint with this bank in reference to a chargeback that I filed. I was able to review the information provided in their complaint and it is just as I have suspected. When i filed a case with XXXX  they advised me i did not have buyer protection because the purchase was one made for resale. When the information was provided to the bank it was incomplete, there were holes in it, the seller left out the texts and the correct chronological order of events and falsely tried to claim my other vendors product as his. I provided this information to the branch manager XXXX XXXX of the XXXX  branch. As I expected none of this information was ever provided to the back office as none of this information shows up in the 48 page case that was attached. I was told this information was provided to the back office and they made the final decison, but i was blatantly lied to as none of this information is in my case. This information that I attached shows the true order of all text messages what was discussed between myself and the seller and what i advised him would happen. Not only have I provided all this information I have not received any information from the bank until a filed a case, where this information came straight from XXXX  as the seller tried to deceive them and no one has taken into consideration what has really transpired. I have called XXXX and they have advised me that they have no control over this case only the bank has. The bank has failed to provide the documentation i presented which is the entire story to XXXX  nor did they take any initiative to validate the dispute with all the information provided. For the simple fact alone that all the information provided did not reach the back office suggests that I have not only been lied to but deceived and defrauded. there is a section in the files about me returning the product and i have advised the bank multiple times i will at my expense to ensure there are no issues in relation to me keeping the product. Not only did the bank never give me this information, they refused to validate the information I provided as it is not in this case. They have refused to work with me and insist on not looking at the facts and making decisions solely off feelings and not the entire story. My dispute that was filed with XXXX was not the same dispute given to the bank, and even with this information they have failed to validate the truth or the entire story. I again will be adding documentation of the full story not bits and pieces that don't make sense. I also will be filing multiple other complaints with all other industries as I refuse to be silenced when I know I have done no wrong and only just want to return goods and get my money back. I spoke to XXXX  on XX/XX/XXXX  and they said they have not received any of the documentation that I presented to the bank, and that it is the banks responsibility to file appeals and that now that the bank has jurstiction they can no longer touch the claim. They also validated that none of this documentation was uploaded in the documents sent them and you can see the banks attached info and they did not perform a full accurate inverstigation. The bank and their back office did not upload anything in their previous complaint to respond the the false allegations from the seller. I will be submitting this information also with the information from my other supplier and the merchandise I purchased from them, so that its clear.

Company response to consumer: Closed with explanation