ComplaintsforProsper.com

• Initial Complaint

  08/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Prosper keeps calling me and I haven't done business with them. I don't know who they are. Phone number they call from is ************. Please quit calling me.

  

  Business response

  08/23/2024

  Dear *******,  

  Thank you for bringing this to our attention.  

  We apologize for any inconvenience caused by the recent calls you have been receiving from our team.  

  After reviewing the situation, we found your number was contacted to reach another customer through a process called Skip ******** This method is legally permitted and used when accounts have non-working or invalid contact numbers.

  As of 8/23/2024, we have updated our records to mark your number as invalid in our system. You will no longer receive any further calls from us. 

  If you have any questions or need further assistance, please dont hesitate to contact us via email at ********************************** or by phone at ************.  

  Sincerely,  

  Prosper ***************  

  Customer response

  08/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I tried several time to contact the prosper loan department and I can never get ahold of anyone. Then several people would call me from other loan companies. I think proper is selling my information to these other companies. Then I tried to apply for a prosper loan through an email they sent me and the links didnt work. There is no one I can contact to ask whats going on and when I call the credit card company because I have a card with them they cant help me and every person I talked to didnt understand what I was saying. They thought I was complaining about not getting a loan when I was trying to explain I never got the opportunity to fill out an application. I think they are selling peoples information and there might not be a prosper loan department if there is they are not letting me fill out an application

  

  Business response

  08/15/2024

  Dear ******, 
  

  Thank you for bringing your concerns to our attention. 
  

  We sincerely apologize for any frustration or confusion this situation may have caused. 
  

  To assist you more effectively with the application issues, we have sent you a direct message with troubleshooting steps. 
  

  If you have any further questions or concerns, please feel free to reach out to us via email at ********************************** or by phone at ************. 
  

  Sincerely, 
  

  Prosper Service 

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to have my loan finally paid off and closed from prosper.com. I took out a loan in 2021 and it was supposed to be paid off in July 2024, they made automatic deductions out of my account for 3 years and I still had a balance of *****. I have tried to pay it off twice now and they keep rejecting it, its with the same account they withdrew automatic payments for that last three years and there is plenty of money in the account to go through. In fact this ***** is the result of me trying to pay off the loan all the way back on 2-29-2024 but they again failed that transaction even though there was money in my account and takes on an insufficient funds charge. So now they have three insufficient funds charges on my account totaling ***** and I bet if I try again to pay it off they would fail it again and tack on another 15 dollars. This should be illegal they are deliberately trying to get more money out of me and now I'm in danger according to them of having a negative report on my credit even though I made on time payments through out my entire loan. This has to stop my account should be zero.

  

  Business response

  08/15/2024

  Dear *****, 
  

  Thank you for reaching out to us and for sharing your concerns. 
  

  First and foremost, congratulations on successfully paying off your loan!  
  

  We sincerely apologize for any frustration or confusion you experienced regarding your manual payments. After thorough investigation, we discovered that the issue stemmed from an incorrect account being used for the manual payments, which did not match the account linked to your auto-draft payments. 
  

  Please rest assured that we have waived the accumulated fees related to this matter, and your loan has been officially closed as of August 15, 2024. 
  

  If you have any further questions or concerns, please don't hesitate to reach out to us via email at ********************************** or by phone at **************. 
  

  Thank you for your understanding and for allowing us to assist you. 
  

  Sincerely, 
  

  Prosper Client Services 

  Customer response

  08/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I filed a fraud claim on Feb. 29 for ***** with Prosper credit card and was told it would take 90 days to resolve. At that time there was also a charge of $165, pending, which I was told to call back when it posted. I called back in March when the $165 posted and filed a claim.Ive called back each month checking on their status and have also received no communication from anyone about these claims.Today, Aug. 8th 2024 I was told there was no call from me about the $165 until May which is false.Both claims are way beyond their 90 days, they are still charged on my card, ** still paying interest on these charges and Im at the point where *** paid off my valid charges and only have these to charges left on my card.I was told I was still expected to make my monthly payments but would be reimbursed for the monthly payments plus any interest from the fraudulent charges.After 5 months of waiting for these charges to be cleared how can I trust them to reimburse me on future payments to my card.They also said they dont have a direct connection to their fraud department to be able to speak to someone directly about these claims.There is a lot going on that makes no sense and I feel like they are doing nothing to resolve this issue and trying to get me to pay for charges that are not mine.

  

  Business response

  08/15/2024

  Dear ***,
  
  Thank you for bringing your concerns to our attention and allowing us the opportunity to review your account. We sincerely apologize for the frustration and inconvenience this situation has caused you.
  
  Upon review of your account, we identified several opportunities in the handling of your dispute claims, and we have taken steps to address these errors internally and have provided additional coaching to the agents involved to prevent similar issues in the future.
  
  We confirmed that a dispute for $79.99 was filed on February 29, 2024, and the agent advised to call back when the pending charge of $165 had been posted. Unfortunately, the claim for the $79.99 was not accurately reviewed and was closed without a resolution, and the agent on 05/11/2024 did not file a new claim for the transactions accurately.
  
  As of 08/13/2024, disputes for both transactions of $79.99 and $165 have been re-opened, and credits have been applied while they are investigated. Please allow up to 90 days for the investigation to be completed. Also, if we reach out to you asking for additional information, or if the merchant submits any documentation to us that requires your action, please ensure that you respond to our request quickly in order to avoid delaying the resolution of your claim.
  
  Please note for any disputed charges found valid, you will be responsible for any fees or interest which accrue prior to and during the claim process. If your claim is resolved in your favor, any interest charges or fees associated with the transactions will be adjusted accordingly.

  If there is anything additional we can assist you with, please don't hesitate to contact us by email at *************************************** or by calling our *************************** at ************.
  
  Once again, please accept our sincerest apologies for the inconvenience this has caused.

  
  Thank you for your patience and understanding.
  
  Sincerely,???
  Prosper Client Services?

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company advertised on credit Karma and I applied for a small loan. They advertised a rate inquiry without a hard pull and did one anyway. They put my personal address on my credit report, promised funding in two days, its been over three and now they have said its going to be two weeks before they can find an investor to fund the loan. They said they cant keep up with all of the applicants. Horrible and I feel like its bait and switch, deliberately misleading the public and using unscrupulous practices.

  

  Business response

  08/14/2024

  Dear *****, 

  Thank you for reaching out with your concern. 

  We appreciate your patience throughout the funding process, and were pleased to inform you that your loan has been funded as of August 14, 2024. 

  While our website indicates that you may receive your funds one business day after accepting the loan offer, please refer to our Personal Loan Borrower Registration Agreement and ************* of Attorney. These documents outline that funding can take up to 14 days after loan approval. 

  Please also note that a soft inquiry is conducted to check rates, and a hard inquiry occurs once the terms and conditions are signed. 

  If you have any questions, feel free to contact us through email at ********************************** or by phone at **************. 

  Sincerely, 

  Prosper Client Services 

• Initial Complaint

  08/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The date of the transaction was around the end of April 2024, maybe between 4/27 - 4/30. I called Prosper credit card customer service to bring my account current. The representative agreed that if I made a payment of $246 right then, and an additional $244.77 before my next payment was due he would reverse all finance fees and late fees from my account bringing my account current to a zero balance. I paid the $246 while on the phone with him and he agreed that I can split in half the last payment of $244.77. So I paid $144.77 on May 3rd, and then paid the remaining $100 on May 20th before my next payment was due to ensure there was enough time for the representative to reverse all fees. The nature of my dispute is I am asking Prosper to keep their promise and reverse all of the finance fees and late fees from my account to bring my account current. I have reached out several times and was informed a manager would call me but no one called me. I reached out to their base/home company ********************** who sent several message to reach out to me by phone regarding my dispute but even then no one called me. I just want Prosper to keep their promise to me by reversing the fees to bring my account current.

  

  Business response

  08/15/2024

  Dear ****,
  
  Thank you for bringing your concerns to our attention. 
  
  After thoroughly reviewing your account and the communications you had with our representatives, we have identified an opportunity for our group while working with you and we have taken steps to ensure similar issues do not occur in the future.
  
  We determined the agent on 04/27/2024 improperly communicated 7 late fees, plus interest accrued from those fees, would be waived if specific payments were made within the agreed time frame which was beyond what our policy permits. Due to the status of the account at the time of this call, 4 late fees and 4 interest charges, totaling $237.84, were waived.   
  
  While we have already waived the maximum allowable fees under our policy, we are committed to ensuring you understand your account status and deeply apologize for the confusion and frustration this has caused.
  
  Our records indicate supervisors tried to contact you on May 30th,June 5th, and June 6th, 2024, but were unable to reach you and voicemails were left. 
  
  If there is anything further we can assist you with or if you have any additional concerns, please don't hesitate to contact us directly. Your satisfaction is our priority, and we are here to help in any way we can. Feel free to reach us by email at *************************************** or by calling our *************************** at ************.
  
  Sincerely,??? 
  Prosper ***************

  Customer response

  08/15/2024

   
  Complaint: 22109129
  
  I am rejecting this response because:

  I was informed all fees will be reversed so Im asking that you please reverse the fees. Also, I have called customer service several times and was not able to speak directly with a supervisor. I was told someone would call me but I never got that call and no one ever left me a voicemail. I was told the fees would be reversed but they were not, however l, after I paid what I was informed to pay more fees were added and no supervisor would take my call or return my call. Please honor what you said and reverse the fees. 
  
  Thanks,
  
  *******************

  

  Business response

  08/22/2024

  Dear ****,
  
  Thank you for your feedback, and we sincerely apologize for any confusion and inconvenience youve experienced.
  
  We have confirmed supervisors attempted to contact you on May 30th, June 5th, and June 6th, 2024, but were unable to reach you.
  
  Our records show that there has been no payment on the account since 05/17/2024. As a result, additional late fees have been applied due to the minimum due not being covered. We understand that this may be an additional burden, and we encourage you to reach out to discuss what payment options may be available. 
  
  Unfortunately, we cannot waive any additional fees beyond what has already been credited to your account and apologize for the miscommunication on 04/27/2024. 
  
  We deeply apologize we cannot be of more assistance. If you have any additional questions or concerns, please don't hesitate to contact us directly. Your satisfaction is our priority, and we are here to help in any way we can. Feel free to reach us by email at *************************************** or by calling our *************************** at ************.
  
  Sincerely,
  Prosper ***************

  Customer response

  08/22/2024

   
  Complaint: 22109129
  
  I am rejecting this response because:

  I was told all my fees would be reversed after I made my payments but they have not kept their promise to me. Instead, they lied to me and is now refusing to fix it. What is currently owed on my account are only fees that has built up from them not keeping their promise and reversing them after I made my payments.I cant move with this motion like this. I am doing this for a reason. I just asked you to please honor your word and reverse the fees.  I am going to close this account because I no longer want to do business with you.  

  
  Sincerely,
  
  *******************

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was trying to apply for personal loan and this website and people who work there theft my information and start using my personal banking information to steel money

  

  Business response

  08/08/2024

  Thank you for reaching out to our team **********.  
  

  Were extremely sorry to hear about your frustrating experience.   
  

  Unfortunately, we were unable to locate an account with the information provided, and we havent found any previous interactions with a member of our team.   
    
  We recommend reaching out to your bank and the 3 major credit bureaus to see what options you may have and suggestions on how you can protect yourself and your finances.   
    
  If you have any further questions, please email us at ********************************** or call us at ****************.   
    
  Sincerely,   
    
  Prosper Client Services 

  
  

• Initial Complaint

  07/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have made a payment and payment was misapplied. I have sent two letters with an attachment of the cancel check. The ******************* has not been adjusted. I am asking for interest and fees to be waived. I am asking for my credit report to be adjusted as well. Card ending 9320 Thank you for your help.

  

  Business response

  08/09/2024

  Dear April,
  
  Thank you for bringing your concern to our attention. We apologize for the inconvenience caused by the misapplied payment and appreciate your patience as we work to resolve this issue.
  
  We have verified that your check payment dated 5/17/2024 was incorrectly applied to a different account due to an agent error. We sincerely apologize for this oversight and are working to ensure this does not happen again. 
  
  We have corrected the error and updated your account to reflect the payment properly. The delinquencies for April and **** are being adjusted to show as current. We have initiated the process to update your credit report to reflect these changes. Please note that it may take ***** days for these adjustments to be fully visible on your credit report.
  
  Given the circumstances, we will waive any interest and fees associated with the misapplied payment. Your account has been reviewed to ensure there are no further issues.
  
  Please be reminded that the balance owed for the 7/24/2024 cycle remains, and we encourage you to make your minimum payment by your due date to avoid any future issues.
  
  If you have any further questions or need additional assistance,please do not hesitate to contact our customer support team at *************************************** or at **************. We value your business and are committed to ensuring your satisfaction.
  
  Thank you for your understanding and patience.
  
  Sincerely,
  Prosper ***************

  Customer response

  08/10/2024

   
  Complaint: 22073928
  
  I am partially reject this response. I canceled my card. After doing so I no longer had access to my account online. Which made it incredibly difficult. I called back in April where I was on hold more than I actually talk to someone. The gentleman was unable to do anything. He could take *********** account off the auto pay. He tried connecting me to another department but they were closed. 
  I wrote two letters and now that I got the BBB involved it was updated in less than two weeks. 
  Im asking you to go back you will see my incredible history. Please waive any late fees and nsf fees. 
  In regards to my July payment. I have not received a statement. For the ones received I have sent payments. Is there an automated number to call to make a payment. The wait time is very long. 
  please send me an itemized history since the card was closed also showing payments and fees added and waived. 
  
  
  Sincerely,
  
  *********************

  

  Business response

  08/14/2024

  Dear April,
   
  Thank you for bringing your concerns to our attention and for allowing us the opportunity to address them. We sincerely apologize for any inconvenience you may have experienced.
   
  After reviewing your account, we would like to clarify the following:
   
  We have thoroughly reviewed your account, and we can confirm that no late fees or NSF fees have been applied.
   
  We understand the importance of timely payments and want to ensure you have access to all available options. When your account is in a current status, you can make a payment anytime through our *** system by calling **************. Due to the misapplied payment on our end, your account was sent to our *********************************** which resulted in a payment not being able to be made within the *** system. 
   
  We confirmed there have been no returned statements and that we are sending your statements to the address on file. If you believe we have the incorrect address, we recommend calling in to confirm the address on file.
   
  We are in the process of obtaining copies of your account statements from December 2023 - August 2024. Once these have been obtained, we will send them to the email address we have on file.
   
  Please know that we value your history with us, and we are committed to ensuring your satisfaction. If theres anything further we can assist you with, please dont hesitate to reach out.
   
  Thank you for your understanding and for giving us the chance to resolve this matter.
   
  Sincerely,???
  Prosper Client Services?
  

• Initial Complaint

  07/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Twice within last 3 months prosper has offered me a loan and approved me after an hard inquiry. During funding it suspends my account and cancels the loan and the hard inquiries stay on my credit report. If they want to deny a loan then say as such. Its approved a loan and then denies funding due to unknown reasons and no ones answers their phone and the email responses are not helpful. I want my hard inquiries removed. They seem to be habitual offenders as they removed the suspension 99 days after the first inquiry only to be suspended again after loan application and approval. Please help

  

  Business response

  08/07/2024

  Thank you for reaching out, ******. 
  

  We are happy to inform you that the Adverse Action Notices provided on 04/04/2024 and 07/30/2024 indicate the reasons your loan requests were canceled. 
  

  The hard inquiries from the 04/04/2024 and 07/30/2024 applications have been removed. We can confirm that only soft inquiries are now reflected on your credit report, which will not impact your credit score. 
  

  We understand this is not the outcome you were expecting, and we sincerely apologize for any frustration this has caused. We hope you will reconsider us in the future and welcome you to reapply after the 90-day suspension from 07/30/2024. 
  

  If you have any additional questions or concerns, please contact us at ********************************** or call us at ************. 
  

  Sincerely, 
  

  Prosper Client Services 

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After using my card for a recent transaction, Prosper immediately lowered my credit limit by 75% on a Sunday. I have never missed a payment and this was only my 2nd transaction with the company. I called to talk with the company, requested escalation, only to be told that it takes ***** hours because of no internal office. I was told that the only communication with the company is VIA email. The customer service department is not affiliated with the banking institution who issues the card, nor the company of Prosper. This in itself raises a flag as to why personal Information is provided to an outside company when no permission was given to sell or openly share social security numbers, and other sources of information. Im requesting a full investigation in to the legitimacy of Prosper, as they have falsely misled consumers into thinking they were legitimate. I now question if this has contributed to my identity being compromised. What I am seeking is a full explanation as to who this company is, I am also requesting that a physical address and phone number is provided for direct contact with the company. The third party used for **************** can only answer basic questions with scripted responses. Is ********************** aware of this possible scheme? From activating the card to a decrease, its been 3 months.

  

  Business response

  08/08/2024

  Dear ***********, 
  
  Thank you for reaching out to us regarding your credit limit concerns. 
   
  We understand this is not what you expected and apologize for the frustration this has caused. Please know that accounts are automatically reviewed, and your credit limit could increase, decrease, or stay the same based on your individual history.  
  
  We are happy to see that an agent on 07/30/2024 was able to confirm the details about the credit line decrease that occurred on 07/29/2024.Please refer to the letter mailed on 07/29/2024 to the address on file for more information on why the credit line on your account decreased. 
  
  For more information on when we can perform Credit Limit changes, please refer to the Credit Limit section in your Cardholder Agreement, Prosper.com under Credit Limit Increases. 
  
  We want to reassure you that Prosper follows stringent privacy and security protocols to safeguard your personal information. As outlined in the ********************** Privacy Policy, we are committed to protecting your data and have established measures to prevent unauthorized access and misuse. 
  
  We deeply apologize for the confusion and frustration this has caused. If you have any other questions, please feel free to reach us at *************************************** or at **************. 
  
  Sincerely, 
  Prosper Client Services 

*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. ↩