Consumer complaint received 2020-09-22
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:
Earlier today I took a moment to call Prosperity Bank at the branch I originated my bank account with...I never met the branch manger and in the past whenever I asked to speak to management I was always told they were busy and that I was to deal with the lady who helped me to open my original bank account...Prosperity Bank says a lot of wonderful things while on hold...I would know because I waited on hold for a long time to speak to the Branch Manager...I was given her name but I forget her name...Prosperity Bank never bothered to get to know the real me the real person behind my bank account...Prosperity Bank says a lot of positive things while on hold such as when you bank with Prosperity Bank you are a part of the Prosperity Bank family and other wonderful things...Yet I was never ever treated like family...After waiting on hold for quite some time and I do understand that management are busy I respect this which is why I waited for a long to speak to this branch manager...I sincerely apologized once more from my heart for XXXX  things I said...She told me that Prosperity Bank takes these matters very seriously which I respect...She then said to me that "everybody has stuff"...The way she said this is concerning...Look we all make mistakes and due to my condition I said XX/XX/XXXX things under duress...The branch manager seemed accepting of my sincere apology but no where in that conversation did she own that Prosperity Bank made serious mistakes as well...Serious mistakes with my bank card with excessive restrictions that were not needed due to false fraud alerts when no fraud existed also due to the fact that the fraud alert system failed to function properly affording me the normal response of yes to my bank card fraud alert texts that my purchases were normal and ok...There is zero accountability for serious mistakes made by banks like Prosperity Bank and sadly the staff are either not trained properly or are trained to be horrible...Horribly rude and untoward unkind with zero empathy or care or concern for the human beings behind these bank account...I want this published because in that phone conversation I did not become elevated or upset or say anything untoward...The lack of empathy on the part of that branch manager was very telling...She seems extremely angry and hostile...Though she did not raise her voice the way she dismissed the ordeal I went through on the weekend of XXXX XXXXt and XX/XX/2020 and the subsequent ordeal on the morning of XX/XX/2020 is very concerning and very telling...Staff need to learn how to show empathy and if they lack empathy that is a serious concern...If I were an unsafe or dangerous person then I would not be publishing this I would be hiding...I am not hiding as I have nothing to hide...I am being as transparent as I know how to be...To bring to the forefront serious problems with certain banks not all banks but certain banks in the banking industry...On the weekend of XXXX XXXX and XXXX XXXX  2020 the staff were not trained and as such abused me horribly by telling me to use my bank debit that my debit card was ok to use then when I tried to use it the XXXX bank card did not work...I also found that it depends on who you talk to whether or not a restriction is lifted...What is very concerning to me also is that one employee at the USA call center named XXXX   blamed Prosperity Bank for putting excessive restrictions on my bank debit card thus placing Prosperity Bank in a bad light in the eyes of their own bank account holder...It turned out that after I went to the local XXXX XXXX store another employee was able to lift a restriction that XXXX claimed could not be lifted...I explained this to XXXX XXXX at Prosperity Bank who listened to what I had to say...I am not an unsafe person...I am truly sorry for the events of XXXX XXXX and XXXX XXXX events I never caused or wanted to happen...There is an appalling lack of accountability here on the part of Prosperity Bank...This is very concerning...I am taking the steps I need to to ensure my account with Prosperity Bank gets closed in a timely manner...I told the branch manager this...I said many things in these complaints because I feel hurt very hurt by serious mistakes made to my bank debit card that placed me under duress that placed me in a terrible position so that when I said XXXX stuff I am then viewed in a bad light...Further to this I feel threatened by a very large bank Prosperity Bank is a giant and I am nothing but a bug locust to be crushed at the whim of big banks...This is not fair and Prosperity Bank always has had an unfair advantage over little people like myself...I am not much at all...But I said many things in these complaints because I do feel under threat by Prosperity Bank...I do not feel safe dealing with Prosperity Bank...I am anxious to close my bank account with Prosperity Bank too...In light everything that took place...I hear no apologies from Prosperity Bank over the ordeal I was put through which is not right fair or just...It is truly awful...I am a human being and as such I know I am no much..This is my voice...A voice that has been systemically and categorically silenced for years...This is my voice my small strong voice...I am sorry that Prosperity Bank feels the way they do that they can walk all over little people like me and destroy our lives over mistakes made by Prosperity Bank that places small bank account holders under duress...I am sorry that Prosperity Bank does no feel the need to instruct their employees to be more empathetic and to apologize for serious mistakes made on their end...XXXX XXXX to her credit saw fit to apologize to me many times and every time I accepted her apologies...I also saw fit to sincerely apologize from my heart for mistakes I made too...I do not see the same forgiving and helpful approach coming from management at Prosperity Bank whom it seems to me sees fit to escalate mistakes made by frustrated compromised bank account holders and to minimize the ordeal I went through and then to top it off avoid any accountability for their mistakes and their acts and actions that only served to make matters worse not better...I learned my lesson in all of this and I am taking the steps I need to take to ensure I never make the mistake I made ever again...I ask the same of Prosperity Bank not only with my bank debit card but for other bank debit card users...This is why I am publishing this to clear the air and set the record straight for all eternity that I am a safe person who said XXXX  things under duress a duress caused by abuses done by banks like Prosperity Bank due to serious mistakes that placed me in a terrible position with no access to my own funds for the only bank debit card I used at a time of great need when I needed access to those funds...I had to make many phone calls that should not have been necessary if these serious mistakes did not happen in the first place..

Respectfully Submitted by

Ms. XXXX XXXX XXXX

Company response to consumer: Closed with explanation