Consumer complaint received 2024-04-22
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: PROSPERITY BANCSHARES, INC. (TX)

This complaint is mainly over frustration in the bank 's handling of customers who are no longer in their service area. 

I opened the account in XXXX - lots of bank buy outs and moves. I last updated my contact information for online access when I moved to XXXX in XXXX. When I moved to XXXX in XXXX, I tried to update my address online, but could not remember the phone numbers that were used many years ago. Both work and home had changed several times over the 18 years. 
I did not contact the bank since the sole use of the account was direct payment for life insurance which occurred once a year. I tracked my balance in my computer. 
This year 's ( XX/XX/XXXX ) payment was the last insurance payment that had sufficient funds so I called to close the account. I was given the balance, which did not match my records, and was told I had returned mail, but no mention of the fee being withdrawn. I was told I needed to go a branch office to close the account. 

Complaint # XXXX I checked into 'returned mail ' and to my surprise, found out I have been billed {$12.00} per month. No one contacted me to inform me that I was being billed for something that should have been easily remedied. While the bank contact phone numbers were out of date, I performed a simple XXXX query and found an accurate phone number for me on the first try. 

I called a second time on XXXX XXXX to attempt to get my contact information updated over the phone. After 20+ minutes of exchanging information and the assistant checking with the manager, I was told I needed to go a branch bank since the data I had was not sufficient to meet their security - mother 's maiden name, social security XXXX last transaction, last address - BUT I could not match the phone numbers. 
The third call on XXXX XXXX went better. I was able to update the address, but still could not match the phone number. The bank reversed 2 of the returned mail charges On XXXX XXXX, I was in XXXX ( XXXX miles from home in XXXX ) for a trip and was able to go an office. The bank staff was very helpful and filled out a form to update the account to latest phone numbers and also reversed yet another returned mail charge. 

Complaint XXXX - All my attempts to make changes to online banking data failed due to phone number mismatch. No one ever contacted me after failed efforts to set up online account ( XXXX, XXXX ), even though I had valid email and phone in the request. 
My identification of social security, mothers maiden name, and last transaction should have allowed the bank to change the contact info. Instead, I had to go to bank, whose employees have been helpful, to fill out a form that they sent internally to data base team. 
Mailing statement that will never be delivered is a useless requirement that could be avoided by coding the account with bad address after a few returns rather than drawing down the account with repetitive charges without taking the effort to solve the missing address. A change in bank policy may be needed to stop useless and expensive delivery charges. 

Complaint XXXX - I would like the bank to refund the returned mail charges from XXXX to XX/XX/XXXX- {$84.00}. The bank associates were only able to refund charges incurred in the last 60 days.