Complaints

This profile includes complaints for Prosperity Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Prosperity Bank

  4295 San Felipe Houston, TX 77027

• 

  Prosperity Bank

  6809 N Meridian Ave Oklahoma City, OK 73116-1404

• 

  Prosperity Bank

  3501 W Robinson St Norman, OK 73072-3352

• 

  Prosperity Bank

  145 Spur 5 Winnie, TX 77665

• 

  Prosperity Bank

  1022 Nederland Ave Nederland, TX 77627-2835

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BBB took a complaint over the phone. Below is the voice to text voicemail description

  My name is ***** Rockin, R-A-N-D-Y-L-A-R-K-I-N. My phone number is ************. My complaint is at Prosperity Bank. I got $3 ,000 of money. I got scammed, and they don't pay me back. Understand?
  

  Business Response

  Date: 07/08/2025

  Prosperity Bank is in receipt of the complaint for the above referenced customer. The Bank was able to speak with our customer on July 7th and resolve his concerns. However, in the interest of protecting our customers privacy, we are unable to provide details in our response.
  
  At Prosperity Bank we strive to meet and exceed our customers needs and expectations. Thank you for bringing this issue to our attention and please let us know if you require any further information.

• Initial Complaint

  Date:08/15/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Jan. 1, 2024, the State of Texas lowered 1st page document recording for deeds, etc from $26. to $25. Lenders at Prosperity Bank (Bank wide) continued to charge the extra $1.00. No supervisor's told them to correct this Bank wide.Meanwhile, employees that sent off for manual or electronic recordings had to make sure the correct fees were sent to the counties for recording. This was brought to the attention of ****** *****, VP of ******************** Was told by her it would be corrected ******* was reported to Ms. ***** again in April. Her response at that time was that it would be too costly for IT to correct this problem on all platforms required. (For manual or electronic recordings).Basically, any customer was being charged an extra $1.00 for recordings at the onset of each loan per document needing recording. Some loans require several different documents recorded which leads to additional $1.00 fees. None of those fees were being refunded to the customer. The bank was/is keeping the extra ******** dollar doesn't sound like much for one customer; however, when its MANY loans per DAY for eight months now...that one dollar adds up quickly in the Bank's. All the while the Bank is expecting every cent owed to them is repaid.I'm asking that the BBB checks into this fraudulent practice and has the problem rectified and the customers fee refund.I do not have any documentation to upload for proof. It would need to be investigated. A great source of help for this would be ********* ******** at the location of Ms. ******* supervision. 1205 *. *******. She also inquired about this ************. Linam and her supervisor ***** *********** (VP at Plano banking center) knew/knows of this situation and have done nothing to correct this policy or procedure.I hope you can find a solution for the many unknowing customers affected by the Bank's overcharge.

  Business Response

  Date: 08/26/2024

  Prosperity Bank is in receipt of the complaint for the above referenced customer. Research performed does not reflect any loan accounts or recording fees being assessed to the customer. The Consumer Complaint Manager has made multiple attempts to contact our customer to obtain additional information regarding their correspondence, and as of August 26, 2024, the messages have not been returned. However, the feedback provided by the customer has been escalated to upper management for further review. In the interest of protecting our customers privacy, we are unable to provide any additional details in our response.
  
  At Prosperity Bank we strive to meet and exceed our customers needs and expectations. Thank you for bringing this issue to our attention and please let us know if you require any further information.

  Customer Answer

  Date: 08/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I do appreciate that the complaint has made it to upper management; however, while I do not need a refund...all the customers they have overcharged are due a refund no matter how little the amount. I'd like to keep this complaint open and make sure that this has been done. I'm anxious to hear the results.

  Thank you,
  
  Regards,
  ***** *******
  
   

  
  

  Business Response

  Date: 08/30/2024

  Prosperity Bank appreciates your additional feedback and will continue to review the matter to ensure a proper resolution. However, since you confirmed that you were not impacted and do not require a refund by the Bank, no additional information will be provided to you in the interest of protecting our customers privacy.
  

  Customer Answer

  Date: 08/30/2024

  [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.  
  
  
  
   
  

• Initial Complaint

  Date:11/30/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened an account online in 2010 and moved in 2012 and forgot to inform the bank. I had set up a recurring ACH for $1 both incoming and outgoing each month to keep the account from becoming inactive. In 2022, Prosperity sent mail to my old address and then charged a returned mail fee of $15 ( which I obviously was not informed of due to change of address) This resulted in their being bounced ACH withdrawals and negative balance fees. The end result was that I was charged over $100 for not informing the bank of my change of address and a negative remark on my credit rating.

  Business Response

  Date: 12/13/2023

  Prosperity Bank is in receipt of the complaint
  for the above referenced customer. The Consumer Complaint Manager contacted our
  customer directly on December 12th and provided a satisfactory resolution
  to the customer. In the interest of protecting our customer’s privacy, we are
  unable to provide details in our response.
  
  At Prosperity Bank we strive to meet and exceed
  our customers’ needs and expectations. Thank you for bringing this issue to our
  attention and please let us know if you require any further information. 

  Customer Answer

  Date: 12/14/2023

  [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.  
  
  
  
  Michael ***
  
  
  
   
  

• Initial Complaint

  Date:09/24/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:01/26/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:10/24/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:10/19/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:10/13/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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