Consumer complaint received 2026-04-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Unable to open an account
Company: PROSPERITY BANCSHARES, INC.
State: TX

Complaint narrative:
I, XXXX XXXX, am filing a complaint against Prosperity Bank and Branch Manager XXXX XXXX at the XXXX XXXX branch located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, regarding what I believe to be discriminatory and inappropriate treatment. On XX/XX/year>, at approximately XXXX XXXX, my brother, XXXX XXXX, and I visited this branch to open a business account for XXXX XXXX XXXX XXXX. We brought all required business documentation and identification. At no point during our visit were we informed by any bank employee that we were missing documents or did not meet the requirements to open the account. We provided our documents to the front desk clerk and explained that we already maintain other business accounts with Prosperity Bank and were opening this account for a new business venture. The clerk reviewed our documents for several minutes and then asked us to wait in the lobby while they were reviewed. After approximately 15 minutes, Branch Manager XXXX XXXX approached us in the lobby. Instead of inviting us into an office to continue the account-opening process, he began questioning us in a manner we found inappropriate and concerning. His questions included : Why we were at this branch instead of the XXXX location Why we were not returning to the XXXX branch where we currently bank Whether we intended to open the account only to cash a single check ( asked with a dismissive and derogatory demeanor ) We explained that we chose this location for convenience due to time constraints and proximity to our address. We also clarified that we were seeking to establish a long-term banking relationship for this new business and referenced the positive service we have consistently received at the XXXX branch XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX. When we asked if there was an issue, the interaction escalated. XXXX XXXX stated that we were not at the XXXX branch, that he operates under different rules, and that he reserves the right to refuse service to anyone. The tone of the conversation became hostile, and we felt we were being treated unfairly. He then made statements implying we would be removed from the branch, which we perceived as a threat. Based on the nature of the questions, the assumptions made about our intent ( including whether we were attempting to cash a single check ), and the refusal to proceed despite having all required documentation while we are existing customers in good standing, I believe we were treated differently in a manner that raises concerns of discriminatory bias. As a result of this interaction, we were unable to open the business account and felt we were treated differently despite being existing customers in good standing with the bank. I am requesting : A formal investigation into the conduct of Branch Manager XXXX XXXX A written explanation for the denial of service Clarification of Prosperity Banks policies regarding account opening and customer treatment Any corrective action deemed appropriate Supporting documentation can be provided upon request. Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation