Consumer complaint received 2023-04-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: PROSPERITY BANCSHARES, INC.
State: TX

Complaint narrative:
Prosperity Bank XXXX XXXX  XXXX XXXX XXXX Tx XXXX Branch manager : XXXX XXXX I filed a dispute for a purchase I made from an overseas vendor when product that I ordered arrived not as described on XX/XX/2023. I provided my documentation and was given a provisional credit for the amount disputed. At this time I explained and provided all necessay proof to validate my claim. I provided all of my documentation at the banking center including all physical texts sent to and from me and from the seller. 

On XX/XX/2023 I received a call from the banking manager in regards to a negative account balance due to an overdrawn account. I returned the call as I had no idea my account was negative, and I am told the charge was reversed. I then told the bank manager I would provide him with all the text messages via email as the seller was trying to deceive them in regards of the story. I told him from the time I received the product I Identified with the seller it was unacceptable and I could not sell it, as documented in all my texts messages. The seller tried to use pictures I provided him of another product that i got from my XXXX supplier of my same design and cropped off the words of our text messages to fraudulently claim that I took his merchandise and tried to sell it, and then couldn't sell so I wanted my money back. From the moment I opened the package from the seller I sent him the messages that the product was not what I ordered and that was not accepted by quality control and that I could not sell it. I sent all these pictures to him with evidence that his product will be returned when I return back to my state from the vendor show. He then tried to claim because I could not sell it so I asked for my money back. 

Although all proof and documentation was provided via all my text messages via XXXX  I was then told a very vague " well our back office takes the stance that since you took the item to the vendor show and tried to sell it their stance is that you then accepted the product. '' Not only did I stress I could not take an inferior product to the vendor show, they insisted that because the texts READS as if I did, I did, suggesting that I was lying. I have been in business for myself for over 14 years selling over XXXX XXXX dollars worth of merchandise and I have never had an issue to this magnitude even providing all the proof which more than validates my case. I have had more than XXXX plus deposited in this bank and also paid thousands of dollars in interest on my own money via CD secured loan to establish a relationship with them. This year I chose to open a business account with them since they are the closest local bank and I have worked I have never filed a chargeback with them before this is possibly the first chargeback I have filed in almost 10 years. I have referred colleagues of mine that have even used this bank to purchase land and also refinance other loans to them to deeply validate and hopefully establish a long term business relationship with them. 

I stressed to them the reason I didn't and could not take this product to the vendor show as it was not up to my brand standards or quality and even gave a hypothetical that even if I were to buy product from a seller for resell and I am unable to sell that product that I still have the right as a consumer to return that product. I am told from the banking manager that he stands firm with the banking back office and their decision. I then asked him for the information in regards to my case for my records and I am then told that I could only receive a screenshot of information that I am not entitled to that information since it is from their back office and fraud protection team. I don't even have documentation of my case and that all of my documentation was sent to the back office, only the bank managers word in which I received an email stating he received my proof around XXXX XXXX and the back office that has taken weeks to respond and investigate just magically responded in a matter of hours as I received the call only XXXX hours later. There were XXXX transactions XXXX for XXXX and another for XXXX suprisingly only XXXX transaction has been returned as of yet but is likely to be rejected as they are both in reference to the same transaction. I was then told by the bank manager that they could not help me that I need to try to resolve with the seller who at this point has had no other contact with me. I have his product sitting in a box collecting dust, due to the fact he is from XXXX I would in turn have to spend hundreds of dollars to send it back which I agreed to do with no problem and provide the bank with proof and this still was not enough.

Company response to consumer: Closed with explanation