ComplaintsforProsperity Bank

• Initial Complaint

  09/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  At the beginning of July 2022 I was issued a refund check from ********** ** ******* **** *********. I never received the check in the mail. On July 10th I called my insurance broker to see what the status of the check was. He sent me a copy of my check that had already been cashed. It has my DL number, Birthday and a signature that wasn't mine. I went to the bank it was cashed at and was told it was going to take up to 180 days for an investigation. I was just trying to see if the BBB c9uld push this process. I should not have to suffer because someone let a thief cash my check. It's been 80 days since my check was cashed and haven't heard anything from Prosperity Bank.

  Business response

  10/02/2023

  Prosperity Bank is in receipt of the complaint for the above referenced consumer (non-customer). The Consumer Complaint Manager spoke with the consumer on September 27, 2023 and explained that the Bank had completed their investigation and recommended that he contact his insurance broker for further details. It was also recommended that the consumer file an identity theft report based on the documentation used to negotiate the check. However, in the interest of protecting the consumer’s privacy, we are unable to provide details in our response.
  
  Thank you for bringing this issue to our attention and please let us know if you require any further information. 

• Initial Complaint

  01/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have a business line of credit at Prosperity Bank. I didn't receive my November or December statements in the mail. I called the bank and asked that they email me a printable or email copy I could forward of each statement so I could send the copy of each statement to my accountant in order to close out my P&L for 2022. The bank stated they couldn't email me a copy of the November statement that I could forward or print but that I could go to a branch to have them print it. I was also asked to sign up for estatements, which I did but I won't be able to see any statements online for a month. I need the statements today! The bigger problem is no level at Prosperity Bank can find a statement for my account for the month of December. So, December's statement is not in their system anywhere. This is causing my P&L to be delayed, which is causing my 2022 taxes to be delayed which is costing me money! I have spoken with my branch, the customer service line representative, a supervisor from customer service and I have contacted the corporate office customer service several times and they can't seem to get me the December statement.

• Initial Complaint

  10/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 9/14/2022, $1399.95 was taken out of Prosperity Bank checking account #**********. I contacted prosperity bank to trace that payment since it didn't go to ******** ******* as intended. I was told to contact **** but **** tells me to contact Prosperity. Someone has my money since I'm still missing $1399.95 and Prosperity Bank is not willing assist.

• Initial Complaint

  10/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was approved for a loan 14 days ago. They sent my loan to a closed checking account. It shows on my credit report an active loan from prosper loan they keep saying that they are trying to retrieve the money yet I call every day to hear excuses. Im approaching a monthly payment for money I never received. I call every day

• Initial Complaint

  10/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Oh I am so frustrated I am in tears. My mother passed away on August 23, 2022. I called prosperity right away and let them know about my mothers passing offered to send them the letter of verification of death as well as the power of attorney and even the original certified will as I would not receive the death certificate for a couple months. I requested the bank to put a hold on any charges coming through to the bank as my lawyer had instructed me to do. On the wheel I am named as the independent executor. These bank accounts were originally with community credit union. They then went to viewpoint bank. And eventually became part of prosperity. When you initially look in I understand you might not see that these accounts are payable upon death to myself Shelley B****** *maiden name] Shelley L***** married name. However when I went to the branch 3 to 4 weeks ago and sat down with the account specialist provided all the documentation I had even the document showing that these accounts were payable upon my mother‘s death and requested that the accounts not allow any charges through. I also informed the bank employee that I had called the creditors however charges were still going through the bank accounts. Because the accounts are payable upon death the money belongs to someone else. The account specialist told me that he could not do this until I am able to get the death certificate in. I received the death certificate my disability though keeps me from being able to easily hop in the car and drive an hour to the nearest branch. Charges are still going through my mom‘s bank account. I reached out to customer service today the agent although hearing the documents including the death certificate that I now have am I simple request to not allow any more charges through the account the agent told me no. my mom’s estate attorney told me There should not be a problem with not allowing transactions to come through the acct. Shelley ************ call please

• Initial Complaint

  07/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have 4 accounts with Prosperity Bank and have been with them for some time. I have their mobile app and I have the website downloaded on my computer. Every time I try and log in to pay bills or look at my account, I am told that my user id or my password is invalid and then it locks me out. This has been going for months and I have called numerous times about this, and nothing is done to fix it. This past week it has happened 3 times and I have had to call 3 times to get them to unlock my account. When I try and get on it nighttime or Sunday when no one is there to help. i want this fixed I am tired of not being able to get in my account. I only last a few days then I am locked out again. Can you please help me get this fixed?

  Customer response

  05/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩