Complaints

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

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  Prosper.com

  221 Main St Ste 300 San Francisco, CA 94105-1909

  
• 

  Prosper.com

  PO Box 1467 Killeen, TX 76540-1467

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:07/15/2024

  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.

  There is a transaction from Abstractcraf for ****** that has been billed three times for a charge that its fraudulent. I have contacted prosper card services via phone and in writing many times including today where I spoke with ****. The company refunded one of the charges then added it back the next day as well as again in April on the 4th. **** committed on twice Feb 15th refunded one then on April 4th for ****** this is THEFT I want theses removed. The company even reissued a card telling me it was resolved, and it IS NOT I am still be billed ****** not once but now twice please have them remove asap I am paying for interest on fraud...

  

  Business Response

  Date: 07/17/2024

  Dear *******,
  
  Thank you for taking the time to share your experience with us.
  
  We have also received an inquiry via the **** and will be sharing the results of our research there.
  
  If you have further questions in the interim, please email us at *************************************** or call us at ****************.
  
  We look forward to addressing your concern.
  
  Sincerely,
  Prosper ****** Services

• Initial Complaint

  Date:07/12/2024

  Type:Sales and Advertising 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 February 17,2024 my card was lost or stolen. I received a text alert to approve a purchase at DTLR. I denied to purchase. I then went into my app and noticed my card had already been used three times. ( ****** **** *** - $51, ***** * **** *** -$127.50, and DTLR $389.95) I locked that card .I received a few more text messages about attempts to use my card after it had been locked. I contacted customer service to dispute the charges due to fraud and the have my card replaced with a new account number. On 2-23-2024 my account was adjusted and the money due from those charges returned to my account. In May , the fraud charges were reposted and I was informed that the company tired to call me. I work during the day and couldn't answer. I lost the fraud claim due to this. Customer service stated that they would resubmit my fraud claim on the charges. On 6/6/2024 i was recharged again for those same 3 charges. So now they're on my account twice and they expect me to pay twice plus all the fees and finance charges for they're mistake. Customer service has not been any help . I've also emailed the company.

  

  Business Response

  Date: 07/22/2024

  Dear Theresa, 
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration and inconvenience this situation has caused you. We have conducted a thorough review of your case and would like to address your concerns as follows: 
  
  We confirmed and are happy to see that a fraud claim was successfully filed on 02/17/2024 and temporary credits had been applied while we investigated on 02/23/2024. This claim was initially denied on 05/14/2024 due to contact attempts being made for further information and our team not being able to speak with you.  
  
  Unfortunately, due to an error by a dispute's analyst reviewing your account, the same three transactions were reposted to your account two additional times in May 2024. We apologize for this oversight and the resulting confusion and frustration this has caused. We have taken steps to ensure similar issues do not occur in the future and are currently in the process of reversing the duplicate charges assessed on the account and the request to re-open your fraud claim for further review.  
  
  We understand the impact this situation has had on your finances and deeply apologize for the frustration this has caused. We will reach out to the email on file once we have an update and, in the meantime, if you have any additional concerns or need further assistance, please contact us directly by email at ************************ or by calling our Customer Service department at ************* 
  
  Once again, please accept our sincerest apologies for the inconvenience this has caused.  
  
  Thank you for being a valued customer. 
  
  Sincerely,?? 
  Prosper Client Services? 

  Customer Answer

  Date: 07/23/2024

  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.

  The only issue I still have is that due to the mistake on the company's part and not by my actions my credit limit was dropped. 
  
  Sincerely,
  
  Theresa R********

• Initial Complaint

  Date:07/08/2024

  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.

  In June, 2024 I receivd a loan from Prosper for the amount of $26,000. On or about June 25th, 2024 a deposit was made to my checking account from ********************** for $23, ******. When I initially applied for the loan I spoke with two separate customer service representatives pursuant to the difference in the requested amount and the amount that waas actually posteed in my acccount. I questioned the loan origination fee PRIOR to signing the documents. I was advised by the customer service representative on two occasions by two separate representatives that the fee would be reimbursed to me upon repayment. Mind you my first payment is not due until July 25,2024. On July 8, 2024 I had the money to pay the loan in full. When I requested a pay off amount of $26,000. I called Prosper to inquire aas to the diffrence. I was sent to the escalation team and was told by a team member named ****** that the loan origination fee was not refundable and I should read the small print. I would have NEVER taken this loan out if I knew that the fee was non refundable but I listened to the other two representatives who stated I would receive the refund upon payoff. I am not even one month into the loan and I essentially owe them $2000.00 for just taking out the loan which is in total conflict by the two representatives. I asked the escalation representative ***** if it was possible to retrieve the phone calls I had since they were recorded and would subsequently disclose the information I was given by their representatives. To date no reply!!!!! FRAUD at its finest.

  

  Business Response

  Date: 07/12/2024

  Thank you for reaching out to our team Stephen 
    
  We have also received an inquiry via the **** and will be sharing the results of our research there. 
    
  If you have further questions in the interim, please email us at *********************************** or by phone at ************.    
    
  We appreciate you sharing your experience with us,and we look forward to addressing your concerns. 
    
  Sincerely,  
  Prosper Client Services   

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21959989
  
  I am rejecting this response because: I was clearly stated to me the funds would  be returned minus any interest I owe  I have been a special agent with the U.S. government for 25 years and there is no was I would defraud a banking institution  I would have never signed this knowing I would owe $2000 right off the back  that is Ludaxrist      I suggest they re review  all phone from both numbers provided and it will clearly state my hesitation to signing those documents    Im no fool and know specifically what I said   Thank youre 

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

  

  Business Response

  Date: 07/17/2024

  Thank you for continuing to communicate with us *******.  
  
  Please refer to the response submitted via the **** portal.  
  
  Should you have any concerns, wed be happy to work with you via that channel.  
  
  Best Regards,  
  Prosper Client Services 

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21959989
  
  I am rejecting this response because: At my requesst and concurance from two support representatives in escalations, I requested review of the phone calls.  Both came back stating I was not told the original fee would be refundable.  This is an absolutant blantant lie as it was relayed to me PRIOR to me signing the loan dosuments.  I would not have signed with a $2000.00 origination fee that I would only have the loan for one month.  I have not even had my first payment yet.  I have been a Specal Agent with the U.S. Government for 25 years and I am in no way going to falsiffy or defraud a financial institution.  The remarks that were made in violation of 18 U.S.C ***************************************************************** the truth would be revealved.  I was told the origination fee would be returned in full upon repayment, point blank.  I will alow the BBB pursue it normal course of duties against Prosper but will be providing tis information the the ************** of ************* for consumer fraud by a banking institution as well as false statements made by the escalation team.  This should have not gone this far but it seems looking at the reviews on Prosper whuch are 99% negative should be taken into acoount as evidentiary material.  Perhaps supobeaned phone calls from Prosper should be mandadated by a magistrate judge within my jurisdiction and reviewed by Senior Special Agents such as myself.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair 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 have tried to sign in to Prosper for the last two weeks. I have been unsuccessful. I called to notify them of the problem. I got an agent who said to hold. I waited and when she came back, she said they were aware of problem and told me they were taking care of it. It takes two weeks to fix? I'm very disappointed.

  

  Business Response

  Date: 07/18/2024

  Dear *****,
  
  We apologize for the inconvenience you've experienced with logging into your Prosper account.
  
  We are happy to see that our records show a successful log-in on 7/8/2024 and made some changes to your account while we attempted to troubleshoot with you via email on 07/09/2024 and 07/10/2024.
  
  We understand the importance of being able to log in to manage your account and schedule payments. We are aware of the intermittent issue with our website and are working diligently to resolve to ensure this does not continue to happen.
  
  We regret any frustration this has caused and are here to assist you with any further issues you might encounter. For additional questions or concerns, contact **************** at ************** from Monday to Sunday, 8:00 a.m. EST to 10:00 p.m. EST.
  
  Sincerely,
  Prosper ****** Services

• Initial Complaint

  Date:07/05/2024

  Type:Service or Repair 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 have not been able to get into my account to make payment. It is going on 4 weeks and they keep telling me to wait 24-48hrs each time I call. The keep telling me that they have sent emails to me but I do not get them. When I try to reset my password I do not get the codes, I check my junk/spam and nothing. Now when I call I get another **** and they are having technical issues transferring me. I need to get this resolved and they do not seem willing to do so.

  

  Business Response

  Date: 07/15/2024

  Dear *****,
   
  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience you have experienced. 
  
  There were opportunities for our group while working with you and we have taken steps to ensure similar issues do not occur in the future.
   
  We confirmed the initial attempt to contact us regarding the issues you were experiencing trying to reset your password was on 06/24/2024. On this call it was determined an old email was associated with your account resulting in those tokens not being received, and the email was initially updated on 06/27/2024, within the expected timeframe. 
  
  A second update to the email address associated with the account was completed on 07/05/2024, and we are happy to see that were able to successfully receive the token to reset your password, log in, and schedule a payment. On 07/06/2024 the $29 late fee assessed to the account on 07/04/2024 was waived as a one-time courtesy. 
   
  Whenever an account is past due and you call in, the call will automatically be routed to the ********************** in an attempt to bring the account current. We are continuing to review why the Collections agent on 07/05/2024 was unable to transfer you to **************** for additional assistance but are glad to see they were able to provide you with instructions on how to call in and reach them. 
   
  For additional questions or concerns, please contact us at *************************************** or at ************** Monday to Sunday from 8:00 a.m. EST to 10:00 p.m. EST.
   
  Sincerely,  
  Prosper ****** Services

• Initial Complaint

  Date:07/03/2024

  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.

  This company continues to lie and prevent me from paying their predatory credit card. I have sent countless payments to this company and none have been applied to my knowledge because I do not have any statements from them since February 2024. They claim they mailed them but I do not have any of them. So how am I supposed to track payments if I dont have statements? I have been paying what I typically paid which is $192/mo. I have made countless complaints to CFPB and here and all their agents do is lie upon compounded lie. Any other reputable company that isnt F rated would give their clients a way to pay online in the 21st century.

  

  Business Response

  Date: 07/12/2024

  Dear ****,   

  Thank you for reaching out regarding your concerns. We understand the frustration youve experienced and appreciate the opportunity to address your complaint.   

  Our records indicate that your account was closed on January 3, 2024, per your request. According to our system, your statement preference was then set to paper statements the same day your account was closed. On June 18th and 19th, 2024, we reached out via email to confirm your mailing address but did not receive a response. We recommend confirming your current mailing address by responding to one of our previous emails or contacting our customer service team directly.  

  Our team attempted to contact you on February 19th, February 20th, July 10th, and July 11th, 2024, to gather more information about your check payments but, unfortunately, did not receive any response. We recommend providing the requested details about your recent check payments so that we may further investigate.  
  Once an account is closed, the ability to manage it and make payments online is removed. Payments can be made by calling in and speaking with an agent or you can also pay by check at one of the following addresses:  
  
  Expedited Mail (Usually arrives in 1-2 business days)  
  Prosper ****  
  Attn: Lockbox ******  
  ******************************************************  
  ********************  
  
  Standard Mail (Usually arrives in 7-10 business days)  
  Prosper **** Services  
  P.O. Box ******  
  ****************-0078  
  
  Please know checks can be impacted by standard mailing timeframes.   

  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 **************. 

• Initial Complaint

  Date:06/29/2024

  Type:Service or Repair 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.

  Prosper has been advised to remove my banking account in a previous complaint and have of course continued to keep my bank account on file violating my privacy as I owe them no money and clearly have no interest in doing any business with this ESL employer. I continue to receive physical mail from prosper though I have advised that they stop contacting me and they have made it clear that they intentionally do not respond to my support email which makes it particularly scammy that they will initiate communication if it will get them access to my money.

  

  Business Response

  Date: 07/08/2024

  Thank you for reaching out to our team Crystal. 
  
  We apologize for sending the letter to reapply after advising we are ceasing contact with you. We want to assure you that it won't continue to occur as we have taken the necessary steps to stop marketing materials from being sent. 
  
  Additionally, we have confirmed we have closed the bank account on file as of 6/12/2024 and your Prosper account is closed. 
  
  A response was sent on 6/13/2024 advising we are unable to delete any information within Prosper, per our Privacy Policy which states:For all customers, we will retain your information for as long as needed to provide you services, comply with our legal obligations, resolve disputes,conduct analysis, audits, or to enforce our agreements or as otherwise permitted and/or required by law. 
  
  We apologize for any frustration or confusion this has caused. 
  
  Regards, 
  
  Prosper ****** Services

• Initial Complaint

  Date:06/29/2024

  Type:Service or Repair 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 consolidated my loan with another company , Discover Personal Loans. A check was mailed by them earlier this month because Prosper does not allow a wire transfer. This was a large amount of money. I called support only to get the run around about receiving the check. I also asked for the escalated individuals employee ID and she said she would give it to me ; she never provided it and lied to me on the phone and on email. Now I have a large sum check floating somewhere out in their company and still being charged interest on my account because of their incompetence. How can you not accept wire payments for large sums of money in 2024? I am requesting a refund for the $300 dollars they have charged me in interest while they keep looking for my check I sent.

  

  Business Response

  Date: 07/09/2024

  Dear ********,  
  
  Thank you for reaching out to our team regarding your concerns. 
  
  We appreciate you providing us with the check details on 07/02/2024 for us to further research into if the check was received and further received confirmation from you on 07/08/2024 that a stop payment was issued for the current check. 
  
  Unfortunately, we do not accept wire transfers for payments at this time. Payments can be made by calling in and speaking with an agent,online via an ACH compatible checking or savings account, or you can also pay by check. 
  
  If you would like to have a check reissued, you can send it to one of the following addresses and we encourage you to obtain a tracking number when sending overnight to ensure delivery.
  
  Regular Mail (Usually arrives in 7-10 business days)
  Prosper Marketplace Inc.
  P.O. Box 886081
  *********************-6081
  
  Overnight Mail (Usually arrives in 1-3 business days)
  Lockbox Services #*******
  Prosper Marketplace, Inc.
  3440 Flair Dr.
  ******************
  
  Please know checks can be impacted by standard mailing timeframes.
  
  Per the Borrower Promissory Note, "Interest will be charged on unpaid principal until the full amount of principal has been paid. Interest under this Note will accrue daily, on the basis of a 365-day year. The interest rate I will pay will be the rate I will pay both before and after any default."
  
  We understand the importance of this payment and deeply apologize for the frustration this has caused. Should you have any other questions,please email us at **********************************,or by phone at ************.  
  
  Best Regards,  
  Prosper ****** Services

• Initial Complaint

  Date:06/25/2024

  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.

  This credit card is a joke, it is a scam, every time you try and use it you have problems. I tried to make a purchase and it was denied and my card blocked for no reason. This is Not a real credit card. I have several other cards and never have a problem.

  

  Business Response

  Date: 06/28/2024

  Dear ***,
  
  Thank you for reaching out to us and bringing this matter to our attention. We understand the frustration and inconvenience caused by your card being declined, and we sincerely apologize for any trouble this has caused.
  
  Our primary goal is to ensure the security and protection of our customers' accounts. On certain occasions, transactions may be flagged and declined as a precautionary measure to prevent potential fraud. This is part of our commitment to safeguarding your financial information.
  
  We are happy to see that you were able to speak with an agent on 06/26/2024 to confirm that the attempted transactions were valid, and the account was closed as requested.
  
  We appreciate your understanding and patience as we strive to maintain a secure banking environment. If you have any further questions, please email us *************************************** or call us at ************.  
   
  Regards,  
  Prosper Client Services
  

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21903039
  
  I am rejecting this response because:

  Their credit card is worthless, every transaction is considered fraud by them. This company should be run out of business. I do not accept their response and Im never going to. Theres a reason. I have so many complaints against them. They are crooks.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 07/08/2024

  Dear ***, 
  
  We are sorry to hear that you remain dissatisfied with our response and understand your frustration. Your feedback is important to us, and we take all customer concerns seriously.
  
  We are committed to improving our services and ensuring the security of your transactions. If you would like to discuss this matter further or have specific issues you would like us to address, please email us *************************************** or call us at ************.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Prosper ****** Services

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair 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 have auto pay active on my Prosper loan. I have two actually. Never late always pull. Last payment was 2 months ago. They reported me late as I had a balance of $12 so my credit is destroyed. They failed to pull this payment. Failed to tell me they would refuse to pull the payment. I have now paid it on website. No response from them to removing the inaccurate late payment as I paid all synths per our agreement on Autopay.

  

  Business Response

  Date: 06/21/2024

  Thank you for reaching out to our team ***. 
  
  We would like to say congratulations on paying off your loan with Prosper! 
  
  The small balance was caused by a due date change on 8/11/2023.When a loan is approved, the amortization schedule is already made and applied based on the monthly payment. Changing the due date from the 15th to the 29th resulted in additional interest that was not originally in the amortization schedule which left a small balance of $12.89 being left over after the maturity date. 
  
  At this time, autopay will not continue to draft any remaining balance on the loan once it hits the maturity date. 
  
  We apologize for the frustration this has caused, and as a courtesy, we have removed the late reporting from your credit report. Please allow ***** days for this to reflect on your credit profile. 
  
  If you have any questions or concerns, please feel free to contact us at ************** or email us at **********************************. 
  
  Best regards, 
  Prosper Client Services