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January 2024 by cassandra a.
I went through Prosperity for my homebuilder loan. They gave me a great interest rate, I also have excellent credit, and originally I was dealing with Keith Smith who was wonderful. Unfortunately he apparently retired so he is no longer with Prosperity bank. Initially everything went smoothly and we would submit paid invoices and get credited in full for those invoices. There were some annoying things that happened such as them telling us out of nowhere that we were only allowed to submit 2 draws per month. We then pivoted to getting a debit card for large purchases we couldn't put on our credit card only to be told that the debit card had a $2,500 limit- which is nothing when it comes to purchasing major construction work on a house. We had to call to increase the limit each time and it always took almost 48 hours. Outside of those minor annoyances everything went well...until the end. The end experience was what really killed my entire relationship with this bank. Robyn Totah who is apparently the Banking Center President is incredibly rude and very pretentious. She emailed me claiming that I had received 3 extensions on my loan and that my loan would be maturing January 1st and that they would not allow another extension. I replied that I had only received 1 extension (COVID drawbacks) and that we were only 3 months away from having everything fully completed so that would be the extent of the extension I needed. She never replied. I then called her directly and she insisted to me that I had indeed received multiple extensions and that's why they wouldn't extend any further. I told her to email me proof only to have her follow up and admit that I did actually only have one extension. No apology nor any acknowledgment that she was ever in the wrong. She then proceeded to tell us that we wouldn't be reimbursed for anything that wasn't 100% completed and/or onsite. Which made zero sense as that wasn't how the process had been working the entire time. I obviously didn't pay for the entire foundation out-of-pocket upfront before being reimbursed and she told me that I must have as those were the rules. She was honestly just so incredibly rude I can't believe this woman is in a customer service role. She also clearly didn't know what she was talking about and was confident in just making stuff up on the spot without verifying my loan information. I can't imagine how awful it must be to have to work with her with the way she treats her clients. Laura Kozel our Lending Assistant was nice but she also didn't seem to really know what the actual rules were. She would send us documents stating we needed to sign and return them right away only for me to find out the documents didn't even need my signature and when I followed up she told me she didn't actually need them until the entire project was completed. Again, she was nice but it's like she didn't understand the rules that applied to our loan. I now can't even get her to reply to my emails. Upon the final inspection, which Laura assured us they would go above and beyond for, the inspector agreed to us in-person that all the invoices we had submitted that day were sufficient for the payment amounts we requested to be reimbursed. However, that wasn't the case. They declined to reimburse us for the entire amount we requested and when I inquired on why they told us they basically made-up the cost they felt should be reimbursed based on the work they saw completed. Outrageous given the fact that we had to pay the invoice in-full for the work they saw being completed and for the fact that their estimate was WAY under given how rates have skyrocketed on everything related to new construction builds. If Robyn Totah had a better attitude I wouldn't be so upset but she was just so incredibly pretentious and unaccommodating I never want to deal with this bank again. I'm now worried that I won't even be able to get information about my new mortgage payments since they are just not respondi
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July 2023 by Rhonda H
Have cashed checks here 5 times for my consumers, now all of a sudden a teller told me I would be charged a check cashing fee since I am the one cashing the checks. Keep in mind my consumers and the company I work for all have accounts with this bank! The teller was rude and very adamant about charging me a fee so I asked to speak to a supervisor. I explained to the supervisor I have been cashing checks for my consumers with Prosperity for over 3yrs and never been told I would be charged a check cashing fee. And have used this Westlake Prosperity 5 times and now just being told I would be charged a fee. After hearing me out he apologized and said they would not charge me a fee. I feel profiled because 7 customers have been helped and I am still waiting over 25 minutes now!
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May 2021 by Dr. Ikenna Okafor
Quick closing. Very competitive rates and very responsive communication
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October 2020 by Ashley Burgess
Fantastic customer service on my mortgage loan! Sharon Coleman and Pam Read were awesome to work with! Thanks Prosperity!
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September 2020 by John S
Great team of people who are patient and thorough in explaining every step. Great experience.
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September 2020 by Miriam Smith
We just got a mortgage loan with prosperity to buy or first house. I never thought buying a house could be so easy! Our loan officer Brittany Burdette was so helpful and responsive, and everything went very smoothly. My partner and I are very happy with the loan we were able to get, and thrilled to be homeowners.
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August 2020 by Nick Reininger Reininger
Very Great Experience! If you compare the loan process using a local bank like this to RBFCU, its a night and day difference. 10 times easier than using a credit union that only knows you my number.
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August 2020 by Breanna LaRoche
Kassidy Elmore and Mary Castillo made this process smooth and wonderful to accomplish! Very happy to have chosen prosperity bank!
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July 2020 by Ikenna Okafor
Quick closing. Very competitive rates and very responsive communication
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May 2020 by Carmen S
I'm closing my account tomorrow! Worst bank ever and I'm not saying this location in.particular . but the bank in general. They keep blocking my debit card! online transactions,!!! my regular grocery store , pharmacies, doctors office, gasoline stations . Out of the city FORGET IT will NEVER go through( even if you let them know in advance you are going to travel. ) I Had this same account for almost 30 years (name/owner of institution keeps changing) terrible service
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December 2019 by Patrick Murphy
Matt was awesome to deal with. I was getting ready to leave their bank until he explained how my account works. Thank you Matt!
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July 2017 by Patty Stephens
Most personable, competent folks. So much more fun than internet. I like making deposits.
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December 2016 by britain mackenzie
The tacos are terrible
