Consumer complaint received 2022-11-30
Company: PROSPERITY BANCSHARES, INC.
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On Friday, XX/XX/XXXX, my spouse and I applied for a consumer land mortgage at Prosperity Bank with XXXX XXXX. We completed the online loan application by noon on Friday and expected a pre-approval letter by end of day. We did not receive an email with the pre-approval letter until XXXX on Monday, XX/XX/XXXX. We were finally able to submit the contract for the land purchase and move forward. The rate lock occurred on Tuesday, XX/XX/XXXX and XXXX XXXX requested us to send the disclosures and send a copy of the survey when completed. As XXXX XXXX informed us that the lender does not require a survey, I let her know that I would be ordering XXXX as a part of my own due diligence. I replied and informed her that we did not receive disclosures via email or in the portal. On XX/XX/XXXX, XXXX XXXX requested via text a copy of our drivers license, paystubs, subject property tax info and asked what account we would use for the down payment. Again, she requested that this information be sent via email. I sent an email with all the requested documentation. On Friday, XX/XX/XXXX, XXXX XXXX requested that we provide our employer contact information and job titles, send the survey, and let us know that we would be receiving an Appraisal payment link. She provided a screenshot ( which had our job titles listed ) and requested that we send the information via email and not in the secure portal. When I informed XXXX XXXX that the job titles were listed, she stated " I knew they were there. It's habit. Most don't have the job titles. '' I provided the additional information and paid the appraisal fee of {$700.00}. I told XXXX XXXX multiple times that the appraisal fee was excessive but she assured me that if the appraisal quote was less they would refund the difference at closing. On Monday, XX/XX/XXXX, I emailed XXXX XXXX to confirm no additional information is needed. On Tuesday XX/XX/XXXX, I receive an email from XXXX XXXX stating " I've sent an email to my realtor and title requesting a copy of the appraisal district copy of property taxes or survey. We need this for the Appraiser. Were you provided anything? '' I let XXXX XXXX know that there is no survey as I am ordering one. I also told her that I had sent the tax information the week prior. XXXX XXXX responded that she knew I was ordering one and didn't know if title required a new one. She forward me XXXX emails that she sent to me, not emails that I sent to her, stating she couldn't find it. I respond twice letting her know that title is not requiring a survey and forwarded the email I sent to her on XX/XX/XXXX with the property tax information. She replied immediately stating she found it and not sure how she missed it. Late morning, we get an email from the loan processor, XXXX XXXX, stating that her initial review is complete and that she needs additional information : " 1. Documentation to support the XXXX IRS tax liability in amount of {$3000.00} was paid ; need copy of bank statement ( all pages ) that shows IRS payment was withdrawn from account ; 2. Need copy of cancelled check for Earnest Money of {$1000.00} ( need bank statement or transaction history since last statement date that supports Earnest Money cleared account ) ; 3. Complete/sign attached Inquiry and Address form ; for Inquiries- please mark appropriate box and provide reason for each inquiry ; for Address- circle rent or own, enter dates resided and use of address. '' I respond quickly with the first two items. I email again to ask the purpose of requesting the documentation. They had already pulled our credit showing no liens of any kind, so asking us to confirm was above and beyond as the IRS doesn't hesitate to file tax liens. I asked the implication if we had not paid in full. XXXX XXXX stated that if we did owe monthly payments to the IRS it would be counted against our debt to income. As for the earnest money, I paid the earnest money via wire from my business account. Now, XXXX XXXX calls me around XXXX and I miss her call. She leaves a message asking for the mortgage statement from our new servicer. Instead of calling back, I send her the document plus the third document requested by XXXX XXXX. At XXXX, I get an email from XXXX XXXX asking me to " expound '' on my business. She asks the type of business, if I have business formation documents, when it opened, how I plan to file my taxes, if I have debt for the business or income to date. Now, this again is a consumer loan. I decided that a call was warranted. I call XXXX XXXX and ask her to explain. She states that they are just trying to " anticipate the needs of the underwriter '' and to not shoot the messenger. Now the underwriter has not requested anything, nor have I requested for my debt-free start-up business to considered as a part of our income. XXXX XXXX states that one underwriter may ask for one thing and a different underwriter may want something completely different. XXXX XXXX then states that there are fair lending laws and regulators that would then ask why the bank would ask one borrower for something and not the other. She proceeds to say that she has other deals and how much money the bank is holding. This was a concern to me as she is asking me for documents that no one requested and is fully aware of the consequences for this type of irregularity. The final item was today, XX/XX/XXXX, XXXX XXXX emailed us to state that the Appraisal fee would in fact be {$700.00} and that we should have it by XX/XX/XXXX. Again, the fee is excessive but we have decided that Prosperity Bank seems to operate differently than most banks as this is not our first mortgage loan. I emailed XXXX XXXX this morning to let her know that we would like to cancel our loan application and that the appraisal fee should be refunded. She replied " OK. Will do. '' at XXXX. She does not call, text, or email asking why or to gain our business. At XXXX I get a call from my realtor saying she heard that we were cancelling the contract. I thought that she meant the application and explain the mistreatment by Prosperity Bank and XXXX XXXX. She states that she had not heard from XXXX XXXX at all but that XXXX XXXX had contacted the seller 's agent to let them know that I am cancelling the contract and will not move forward. XXXX XXXX proceeds to request a cancellation form. XXXX XXXX overstepped her responsibilities and tried to sabotage this transaction. Her responsibility was the lending and only the lending. There is no reason for her to reach out to a 3rd party and request any forms. I am the client. The seller 's agent called my realtor to ask what happened, which is how my realtor was notified of this change. Inflating fees and blaming it on XXXX is not the way to conduct business. Additionally, calling or emailing the seller 's agent to cancel the purchase agreement is beyond negligent and was fully intended to cause harm.

Company response to consumer: Closed with explanation