Consumer complaint received 2020-09-27
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:
It is outrageous that Prosperity Bank refuses to accept they made serious errors in managing my bank debit card ... So serious that I was placed in a terribly awkward position and acted under duress ... I have established that I have been under duress for a number of months due to a number of factors ... The last thing I needed was for my bank debit card not to work right on the weekend of my birthday XX/XX/XXXX and XX/XX/2020 ... I ask that this complaint be read in its entirety ... I have had enough of abusive horrible acts done by Prosperity Bank who has a public record of at least two cases of horrible behavior towards their own employees ... Found in the Cardoni VS. Prosperity Bank Case and the Amrhein VS. Prosperity Bank Case ... Both cases showcase how horrible Prosperity Bank is  to their own employees ... Then I come along and can not use my bank debit card in a normal manner and instead of fixing their own mess ... Prosperity Bank added to my duress and caused me more pain and suffering as evidenced in the sloppy response given by the careless XXXX XXXX ... 

Pursuant to XXXX XXXX XXXX 's sloppy letter, Whereby XXXX misrepresents material facts by getting a particular date wrong and also denies that the Prosperity Bank Fraud Alert System did not recognize my phone number in their system ... This is a problem that I brought to Prosperity Bank 's attention on more than one occasion ... Attached are screen shots that serve as evidence that I most certainly did respond to those fraud alerts right away but that the Prosperity Bank System failed to recognize my phone  number ... This made no sense as I have full phone service including texting ... The chain of events that led up to the escalation whereby I was placed under great duress is the result of gross mismanagement on the part of Prosperity Bank of my debit card usage ... XXXX, cites irrelevant facts about the number of purchase attempts made ... XXXX, sees fit to justify a horrible act which remains that I was not able to use my bank debit card in a normal manner ... That meant that I had to make excessive phone calls to the Fraud Alert Call Center whereby I received falls information from employees who were not trained properly ... This resulted in my being told many times that I could use my bank card only to discover I could not use my bank card ... The facts remain that I acted under duress ... I was stressed out to the max and I did not need the added hassle of not being able to use my bank card in a normal manner when clearly no fraud existed on my bank card ... It is fraudulent to lie about customers efforts to make purchases ... Such as what XXXX did when she lied through her teeth that I failed to respond to those fraud alerts ... The attached screenshot show that I did respond but that the Prosperity Bank system failed to recognize my phone number the same phone number that was used to send me these fraud alerts ... That is beyond my scope of understanding ... Then XXXX gets the date wrong which tells me that XXXX needs to go back to school to learn basic decency basic etiquette in dealing with persons with XXXX who can say XXXX  things they do not mean under great duress which is what happened in my case ... XXXX needs to learn how to show empathy and be empathetic instead of how to devour with her legal pen lambs like myself who were led to her XXXX ... The screenshots clearly show that I responded in a timely manner to those fraud alerts ... I also attached a copy of the fax cover sheet as evidence that my pay stubs were faxed to social security ... The behavior of the employee towards me that day was not apologetic or polite as XXXX claims ... I was sitting down and when another employee handed me my fax receipt whom I was sure to thank for doing this for me ... The employee who faxed them for me walked over to me and proceeded to thumb through the pages in a very intrusive manner to show me that she had made copies of them ... Her manners were horrible ... I was not aware at that time of the morning of XX/XX/XXXX of Prosperity Bank 's hostility towards me or their hostile position in terms of no longer servicing my bank account as stated in their letter dated XX/XX/2020 and mailed to me on XX/XX/XXXX ... I had yet to receive that letter ... I know the things I said were wrong and I am truly sorry for things I said under duress ... I have acted in good faith to de-escalate this mess. This mess was created by Prosperity Bank 's sloppy management of my bank Debit Card whereby I could not use my bank debit card in a normal manner ... I am attaching a screen shot of the voice mail that XXXX left me on the afternoon of XX/XX/2020 asking me to call her back..It was only then did XXXX tell me that Prosperity Bank wanted me to close out my bank account ... In the morning of XX/XX/XXXX when I called XXXX to ask her to call that Branch to ask someone to help me ... XXXX  had no idea that Prosperity Bank wanted me to close out my bank account ... It is outrageous that I could not use my bank card in a normal manner ... It is outrageous and egregious that Prosperity Bank refuses to acknowledge serious mistakes made on their end ... It is outrageous and egregious that Prosperity Bank has yet to acknowledge their own serious mistakes with my bank debit card ... And subsequent abuses whereby my bank account is no longer being serviced per their letter dated XX/XX/2020 that was mailed on XX/XX/2020 ... This letter that I address here is full of mistakes that I need to correct ... I know that not every staff member at Prosperity Bank are rude ... XXXX XXXX has always been polite and helpful as have others ... I do however feel that the way my situation was handled was not good and as such I do feel hated and despised by Prosperity Bank who did nothing to correct their own serious mistakes and instead insist on highlighting my mistakes which I have sincerely apologized for many times now ... I have attached the documentation that I have as evidence that I did respond to those fraud alert texts ... It is fraud on the part of Prosperity Bank to falsely claim a fraud alert is needed in the first place when clearly there is no Fraud regardless of how the algorithm is designed to function ... Also my Yes response to those fraud alerts should have been recognized by this system which in my case acted XXXX  and did not work properly ...

Company response to consumer: Closed with explanation