Consumer complaint received 2020-09-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: PROSPERITY BANCSHARES, INC.
State: TX

Complaint narrative:
Due to the continued hostility shown me by Prosperity Bank who never seems to fail to try to further escalate an already very unpleasant situation with hate speech and hate crimes trying to paint me with their disordered brush using the powers of the pen as a XXXX of all things ... My XXXX the depths of the their depravities know no bounds ... In their response to me Prosperity Bank sees fit to make more serious mistakes by citing wrong dates and never bothering to check their facts first from my previous ten complaints and claims falsely that I never responded to said fraud alerts when my screenshot evidence clearly shows otherwise ... I refuse to ever set first in an a Prosperity Bank ever again for fear of being accused of an act of terror should I sneeze or cough ... I include Prosperity Bank 's ridiculous response to my complaint here and state that I am willing to go on public record and I have in fact gone on public record that I do have a history of XXXX   trouble that XXXX trouble is not a crime ... That when I behaved badly saying terrible things that I was under serious duress and not well at the time ... There is no context under which I could ever do any damage ... I refuse to be complicit in my own abuse by having anything further to do with Prosperity Bank ... I ask that Prosperity Bank continue to close out my account as that is not something I every requested it is something Prosperity Bank sees fit to do ... Prosperity Bank as evidenced by this nasty reply sees fit to meddle in my personal business by suggesting via a veiled threat about my other " sprinkling of third party complaints '' ... The venom in that response is palpable as is the hate speech and hatred shown me ... It is an act of terror to terrorize a person with XXXX  health trouble so as to present me as a XXXX  ... That is egregious and heinous in and of itself and should be considered a crime ... The XXXX behind the words used in this response is concerning and is intrusive beyond repair as to the lengths this woman will go to so as to undermine me and destroy me and sabotage and ruin my life by offering to do anything apparently that is asked of her concerning me to ruin my small life ... Well done there for a woman to do that to another woman is awful ... I do not know how people like that sleep at night ... I do not need a XXXX under my bed when I sleep because I hate XXXX I would not be surprised if the one painting me as a whack job actually sleeps with a XXXX under her pillow at night and goes around with a XXXX as a concealed weapons carrier ... Women like that a rampant today and are XXXX XXXX   ... I do not need a XXXX because I know who and what i am and I know I am very small not much at all but this kind of bullying done in the business realm must be stopped ... It took a lot of strength and courage for me to publish this ... This is my voice hear me roar ... I am silent no more and I no longer participate or allow toxic business like Prosperity Bank to ruin my small life ... I refuse to be complicit in my own abuse ... Clearly what happened to me was horrible and abusive regardless of the long good explanation set forth by Prosperity Bank ... The facts remains that Prosperity Bank is sloppy and underhanded and does not bother to get certain dates right neither do their bother to get their facts straight ... What is evident to me though is demonic rage in the woman who attacks me in this vile letter ... A silent demonic rage meaning this XXXX cat cares not for my well being and would likely shoot me dead if she could get away with it ... Words have power and this is a war of word ... It is my right and sacred duty to defend my name in public and I do so ... So help me God the God of my understanding who is the God of life ... Since I have relatives who actually worked in the XXXX XXXX  over the years I dare say it is a bad show these days and it is a sad tale when a small single mother on XXXX is painted as a XXXX for the crime of being a frail human being with a feisty XXXX  Temper ... Look up XXXX XXXX he is related to my family on the XXXX side which is on my Father 's side of the family ... My cousin also met President George Bush at the XXXX XXXX  for excellence in his line of work ... I do not come from the same family tree as ones like this one who tries to destroy the lives of little people with no conscience no empathy care or concern ... My apologetic position has been made very clear now and it is also very clear that I was not well ... I am getting the help I need for my XXXX  health needs no thanks to the ones at Prosperity Bank who seek to Prosper from the misfortune of others ... 


" Dear Sir or Madam, Prosperity Bank ( " Prosperity '' ) is in receipt of the ten ( 10 ) above referenced complaints filed by XXXX XXXX XXXX with the Consumer Financial Protection Bureau ( " CFPB '' ). After a careful review, Prosperity believes it has addressed Ms. XXXX 's grievances against Prosperity which are sprinkled amongst those against unrelated third parties. Because the complaints against Prosperity seem to stem from the same core facts ( activity on Ms. XXXX 's debit card on the weekend of XX/XX/2020 ), the Bank combines its response to address all complaints collectively as follows : '' The crux of Ms. XXXX 's complaints against Prosperity pertain to fraud alerts triggered by her debit card use on XX/XX/2020. It is standard practice in the credit and debit card industry to employ algorithm-based fraud alerts established by rules and scoring in order to protect consumers from fraudulent activity. The scoring for these algorithms are set by FICO based on usage frequency and can not be changed by financial institutions. The rules for the algorithm are set by the financial institution based on past fraud history and its appetite for risk. The rules are determined by various metrics, including the scoring assessed by FICO, the known risk of the merchant and location, how the merchant processes a transaction, age of the customer 's account, account balance, insufficient funds history, frequency of use of the card, the amount of the purchase, and whether it is a chip-related purchase or online purchase. Online purchases, for example, are riskier and trigger flags more than in-person chip-related purchases.  Additionally, online purchases of {$100.00} or more are also considered higher risk for fraud. If XXXX ( Prosperity 's card processor ) told Ms. XXXX that the financial institution sets the parameters surrounding the fraud alerts as she claims, that is only partly true. It is the combination of scoring that is automatically set by FICO, which the financial institution has no ability to change, and the rules previously set by FICO, which the financial institution has no ability to change, and the rules previously set for suspicious fraudulent activity by the financial institution which applies equally for all card holders. '' On the  morning of XX/XX/2020, Ms. XXXX conducted eleven online purchases within three hours. As mentioned above, some merchants are considered more " ripe '' for fraud than others, including, for example, XXXX and XXXX. During this three-hour span. Ms XXXX conducted three transactions with XXXX and two with XXXX, which were accepted, however because of the frequency of her transactions, her fraud risk score doubled. When she attempted her twelfth online debit transaction, she received a fraud alert by text. Ms. XXXX did not respond. Had she responded at that time and verified her transaction, the subsequent denial of the use of her card would not have happened. Once the customer does not respond to the fraud alert, the alerts do not continue for each transaction thereafter. However, she attempted five additional transactions, and because she had not responded to the fraud alert, the transactions were denied and the card went to restricted status. Upon such verification, which was only 20 minutes  later than the text alert, XXXX called Ms. XXXX and she verified the transaction. The rules are exempted for 15 minutes and all transactions are allowed. '' " Ms. XXXX later attempted an online transaction wherein the merchant processed the transaction incorrectly as a pin transaction and the transaction was denied. Ms. XXXX attempted the transaction four more times with different dollar amounts, which red-flagged the card and the transactions were denied. Her fifth transaction put the card in restricted status. She attempted to make eight additional transactions which were denied. The next morning, without  her identity being verified from the previous day, her next transaction at XXXX XXXX ws denied due to the restricted status. '' " On XX/XX/2020, Ms. XXXX called XXXX and berated, cursed and threatened the customer service agent. Ms. XXXX told the agent numerous times she was going to buy a XXXX and XXXX XXXX XXXX out at the bank. She also repeatedly stated she was going to buy a XXXX and XXXX XXXX the bank. Not surprisingly, these outrageous statements concerned XXXX and they subsequently informed Prosperity of the threats made by the customer. '' " Ms. XXXX particularly complained about an employee she encountered when she visited the XXXX XXXX banking center on XX/XX/2020. This is not Ms. XXXX 's usual banking center and the personnel were not familiar with her. She proceeded to the teller line and requested they fax personal documents for her. Typically, Prosperity, does not typically fax documents for customers but instead refers them to the XXXX XXXX across the street. When Ms. XXXX was told this, she became aggressive and began yelling at the tellers that they hated her and were discriminating against her because she was XXXX. To diffuse the situation, an employee offered to fax the documents for her. Ms. XXXX next complains that the employee who helped send the fax used threatening body language by wearing gloves and using anti-bacterial spray. Given the ongoing global pandemic, the use of gloves and anti-bacterial spray should not be viewed as threatening or discriminatory. The Prosperity employee who Ms. XXXX accused of 'vicious mistreatment ' was actually courteous and apologetic. She did not get close to Ms. XXXX or breathe on her " to get COVID '' as Ms. XXXX claims when she walked her to the door. '' " Finally, Ms. XXXX claims Prosperity retaliated against her by closing her account based on her XXXX. Rather, the decision was made after Ms. XXXX made multiple threats to XXXX the bank or bring a XXXX to the Bank addition to the abusive behavior toward Prosperity employees, Card Services employees and XXXX employees. '' Prosperity takes both customer complaints and card fraud very seriously. The actions taken by Prosperity are meant to prevent fraud and entirely appropriate for protecting our customers from fraudulent and suspicious card activity and protecting the safety of our staff. '' " Thank you for your consideration in this matter. Should you have any questions or need additional information, please do not hesitate to contact me. '' Sincerely, XXXX XXXX XXXX Respectfully Submitted by one Ms. XXXX XXXX XXXX

Company response to consumer: Closed with explanation