Prosperity Bank

Went in for a new debit card on Friday. I have not been able to activate my card. Call customer service and they couldn't do anything for me. I was out of town and I had no access to my money. Here Monday call customer service on hold over an hour and now I still have to wait another 3 hours to activate my card. Its a shame that I can't touch my money when I need it. I have payments coming out and I can't add this card because it's not activated. Closing my account. I need a bank that is there for you 24/7

We are shocked and deeply disappointed by our recent experience with Prosperity Bank.

A 65-year-old Hispanic friend with a credit score over 700 applied for a modest $5,200 loan to purchase a $7,000 vehicle. Because of the vehicle's age, we were told the bank could not do a traditional auto loan. Instead, we were offered a two-year personal loan — on the condition that my husband (819 credit score, substantial deposits with the bank) co-sign and place $5,200 into a savings account that could not be touched until the loan was paid in full.

In other words, the bank required 100% cash collateral.

We agreed. The funds were deposited. We were told the loan would be structured for two years.

Several days later, after we had already complied with all conditions, we were informed that "headquarters" would only approve a one-year term — effectively doubling the monthly payment and making it unaffordable to our retired friend.
Let's be clear: this loan is fully secured by cash on deposit. There is virtually no risk to the bank. The only parties taking risk are us and our friend. Changing the term after the collateral was provided is not just frustrating — it is illogical.

We have had a long-standing relationship with our branch manager and respect him personally. However, corporate's handling of this matter reflects rigid bureaucracy over practical judgment. Instead of helping a responsible 65-year-old borrower continue building credit, the bank created unnecessary obstacles on what amounts to a zero-risk loan.

We expected better consistency, better communication, and better decision-making. One might wonder if the gentleman's minority status was a factor in the bank's negative actions.

Absolutely horrible... been here for years and dealt with their nonsense of freezing accounts for "fraud" once a month for the same payments. But this past weekend was the final straw. They did a system update, which locked customers out of their accounts for 4 days for "quality and security updates." During this time, any charge went through, regardless of whether you had the funds to cover it. There was no way to turn off your card, see your balance, see what you were being charged for, or anything... you just had to wait until Monday or Tuesday to regain access. And, according to customer service, they will not waive the overdraft fees because "it is the customer's responsibility to monitor their account balance." How am I supposed to do that when the system has locked everyone out and just allows charges through?

Horrible customer service at the corporate office. My card was stolen three months ago, and I've been using the new card they gave me since September. I had a suspected fraud alert on an online purchase, so I called in and provided them with my card information, and they confirmed that it was correct—suggesting I must have done something wrong. I deleted my card and re-added it to my Samsung wallet, only for it to be declined two more times.

When I called in again, the representative acted as if I didn't understand how to read off the expiration date. So I reiterated it, only to be told that I had the wrong expiration date. I questioned how that could be when I had the card in front of me. They said I would have to visit the bank in person, which is impossible for me because you guys are closed by the time I get out of work and don't open until after I'm already at work. I inquired whether they could check who or when it was changed because it worked fine this morning when I typed it by hand, but the representative acted as if that were impossible, despite being able to see the transactions that had gone through.

I need a better explanation than "you need to go to the bank," because that solution is not practical for me. If you did change my date, then you will be responsible for any fees that I incur because of this, including the gas to go to the bank to resolve an issue you caused. Ever since Prosperity took over Legacy Bank, we have experienced nothing but problems. Don't bank here unless you want the headache of dealing with incompetent people. This is beyond infuriating.

I have been a customer of Prosperity Bank for over 20 years and have maintained a good standing. Six years ago, I was scammed and owed the bank $1800, which I repaid in full. Now, because I pay for everything in cash, I have no credit history. It is not bad; it's just nonexistent. I attempted to get a loan for $1000 and was denied due to a lack of credit. This is how they treat senior citizens. They should be ashamed. That's okay; I am switching to a better bank, Wells Fargo. I advise against using this bank. Look at the rating - 1.5 out of 5. That is 0.75, which is less than 1 out of 10! Would you stay at a hotel with such a low score? I think not. Moreover, the representative was rude and condescending. The "Prosperity" is for them, not you. Be cautious!

Horrible service. First, they freeze my Zelle account and will not fix it, saying it's for my protection. I'm losing sales because my customers pay with Zelle. It's 2025, and there is always a problem with the account. For my own protection, I cannot buy gas, nor can I wire my bill payments. It's for my own protection. But, I can send a check to the same account. They rearrange the order in which things came in so they can charge you multiple fees. They last charged me with a $105 fee for a $1 banking error, which is fraud. I told the manager he can keep it.

Do NOT use a construction loan with Prosperity. They do "reimbursement" draws only, so you have to pay out of pocket for everything and then wait for their inspection to "approve" whatever small percentage they think is complete, despite knowing nothing about construction. I have to fight them every time I submit a draw, and I have built hundreds of homes. DO NOT USE!

Really poor bank for services. I wanted to transfer money from my savings or checking account to my wife's external bank account. Prosperity's response - not allowed. Can only transfer to an external account that my name is on.

Very little can be done online; you must call, and then you are told it's not allowed.

When funds are transferred in from another source, it usually takes 4 to 6 days before they show up in the account. With CitiBank, the funds show up within 1 to 2 days. There are not any perks with Prosperity, and the interest on savings is really poor.

I will be closing all Prosperity accounts and moving to another bank, probably CitiBank.

As poor a service as I have ever seen. Prosperity is unable to run a banking website. Be prepared to continue being told you have forgotten your ID, and then it shuts you out. I'm not sure how they will manage my banking activities if they can't run a website.

This, by far, is the worst bank ever. I have been a member since 1998, and there has always been some type of incompetency.

There were fraudulent charges on my account that I disputed several times. These people would not give me the money back. The explanation given was that I took too long to dispute it. I reported the theft of my purse to them on the day of the robbery. I went to the branch in Desoto and turned in a police report. The robbery occurred in December 2022.

I explained that I had gone through hardship and wasn't keeping up with the account when I noticed the fraudulent charges in 2023.

There was a police report on file with the bank explaining that all of my information had been stolen.

They insisted that I waited too long to file a complaint. The original complaint was in December 2022, right after the robbery; the next dispute was in June 2023.

I tried to explain that I disputed the charges when I noticed them. The manager at the branch in Richardson on Arapaho was the manager originally handling the dispute. He was very rude today when I tried to explain what happened. He was the original manager, who coincidentally observed even more fraudulent charges.

He told me to dispute the charges. After I had exhausted all my options and the dispute board refused to return the funds, I returned to the bank today, on November 14, 2024, to see why—if the allotted time for dispute had passed—why he asked me to go to the dispute board in the first place. He had lied and said that there was no police report on file when I initially inquired about the report.

I found out today, November 14, 2024, that there was a police report on file from December 2022. At least two managers said there was no police when I asked several months, But, the banker today verified that there was definitely a police report on file that I tried to tell them that was a report because I turned it in myself in December 2022.

These people lied about so many things. One manager even asked if my children may have stolen my card. I was appalled. My children are adults who make more money than she and I combined.

I have decided to stop banking with them, which will cost me a lot of time. There are several recurring charges; therefore, I have to notify all of those account holders before I cancel my membership.

I will cancel my membership and continue banking at Navy Federal where I have had great service since 2005. These people should be shut down.

This bank, if you can call it that, is the worst! Do not bank here! Management is horrible. There is no training; none of the employees know what they are doing. The worst are the managers, if you can call them that, when they are there, hiding in the back room or offices. Do not bank at Prosperity Bank! You have been warned.

The customer service help I received this week is the best I have ever received from any customer service. Thank you, Catalina, Hempstead location. Your helpful attitude, concern, and professionalism were unsurpassed. You are a great asset to this bank. Thank you!

I've banked with Prosperity Bank Clear Lake for 35+ years. In this era of technology, automation, and AI, I find trying to conduct or take care of business very frustrating and difficult. This has never been the case with Prosperity Bank! When you call the bank, a live, on-site person answers the phone, including the bank manager and bank officers. They are always accessible, quick to respond, and ready to assist with any issues. If there appears to be a questionable charge to my account, I receive a text and/or a call. The bank officers are happy to give you their email addresses to assist in communications.

This is truly a hometown bank where everyone knows your name. I wouldn't bank anywhere else. Thank you, Prosperity Bank!

They try to find ways to fine your checking account. It is very frustrating! I have to monitor them like crazy with all the fees. I am closing my account.

I need to communicate with the bank, but they don't even have an email address for a person to use. I called once and was on hold for 30 minutes. When I called back, it took 16 minutes before I could speak with someone. They could not provide me with an email address. I used the chat system, and in the end, they said to send a letter. They could not give out any email addresses. Customer service does not exist at Prosperity Bank.