ComplaintsforProsper.com

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a long-term customer of **********************, having worked with them for several years and currently holding a substantial loan of around $20,000. Unfortunately, my recent experience with Prosper has been extremely disappointing and has severely impacted my credit score.On 05/14/2024, my loan #******* matured, and due to an overdraft or similar issue, a small balance of $14 remained unpaid. Prosper's system only deducts the scheduled payment amount and not any additional balance, which led to this issue. Despite paying over $300 monthly, this $14 balance was not communicated effectively, and I did not receive a phone call or proper notification about this small outstanding amount.I was informed via email on 05/30/2024 about the remaining balance, but due to the delayed notification, I was unable to make the payment until 07/29/2024. This resulted in a negative report on my credit history, causing my credit score to drop significantly, which is now affecting my ability to obtain a mortgage.Prosper has refused to adjust or remove the negative reporting, stating that they are legally obligated to report accurately to credit bureaus. Despite explaining the situation and my long-term relationship with Prosper, they have shown no willingness to accommodate or rectify the issue. This inflexibility and lack of customer support are disappointing, especially considering my timely payments over the years.I am deeply dissatisfied with how this matter has been handled and the lack of customer care demonstrated by **********************. If this is the way they treat their loyal customers, I will reconsider any future business with them and will explore all available options to make this issue known publicly, including reviews, media, and legal avenues.I would advise others to be cautious when dealing with Prosper, as their rigid policies and lack of proactive customer service can lead to significant financial consequences over minor issues.

  

  Business response

  08/02/2024

  Dear ****,
  
  Thank you for bringing your concerns to our attention. We understand that having a negative **** on your credit report can be frustrating, especially when you have been a valued customer. Please allow us to clarify the situation based on our records:
  
  On November 22, 2023, our collections team reached out to inform you of a past due balance of $328.52 on your account. The issue stemmed from a payment that could not be processed due to insufficient funds, resulting in a $15 fee. During this call, you made a payment of $329 to cover the past due amount. Our team also clarified that interest accrues daily and if there is any balance remaining at the end of the loan term, you will need to call to receive a payoff quote for the remaining amount owed.
  
  On May 30, 2024, we sent an email notifying you of the outstanding balance remaining after the maturity date of your loan on May 14, 2024. Despite our attempts to notify you, the remaining balance was only settled on July 19,2024, which was more than 60 days past due.
  
  Prosper is required to report accurately and we have confirmed your credit reporting is accurate.
  
  We apologize for any frustration and inconvenience this has caused. Please feel free to reach out to us directly regarding any questions or concerns you may have at ************** or email us at **********************************
  
  Sincerely,
  
  Prosper Services

  Customer response

  08/05/2024

   
  Complaint: 22046609
  
  I am rejecting this response because: I must respectfully disagree with some of the points mentioned.
  Firstly, I did not receive any phone call on November 22, 2023, regarding the past due balance. Additionally, the email sent on May 30, 2024, notifying me of the outstanding balance, unfortunately went to my spam folder, and I did not see it in time. As a result, I was unaware of the remaining balance until it was significantly overdue.
  I have been a loyal customer of ********************** for many years, always striving to maintain a good payment history. This incident has had a severe impact on my credit score, which is particularly concerning given my efforts to manage my finances responsibly.
  Given the circumstances, I kindly request that you reconsider the negative reporting on my credit due to this incident. I believe a goodwill adjustment is warranted in light of my long-term relationship with Prosper and my overall positive payment history.
  I appreciate your understanding and cooperation in this matter and hope we can find a fair resolution.
  Best regards,
  *************

  

  Business response

  08/08/2024

  Dear Agil,
  
  Thank you for your response and for sharing your concerns in detail. We understand the impact that a negative **** on your credit report can have, and we appreciate your long-standing loyalty as a customer.
  
  After a thorough review of your account and communication records,we must adhere to our policy regarding credit reporting. Our records indicate that the remaining balance was settled more than 60 days past due, which unfortunately aligns with the timeline for accurate reporting as required by credit reporting standards.
  
  Given the circumstances, we are unable to adjust the credit reporting as requested. We understand this may be disappointing, and we genuinely regret any frustration this may cause.
  
  We recommend adding ************************************ to your contacts to help prevent future emails, regarding past due balances, from going to your Junk or Spam folders. 
  
  We encourage you to reach out directly to our customer service team at ************** or email us at ********************************** if you have any further questions or need additional assistance. We are here to support you and can provide guidance on how to address any future issues.
  
  Thank you for your understanding.
  
  Sincerely,
  Prosper Services

  Customer response

  08/12/2024

   
  Complaint: 22046609
  
  I am rejecting this response because:

  Dear Prosper Services Team,
  Thank you for your prompt response and for taking the time to review my concerns. I appreciate your acknowledgment of the situation and the explanation provided regarding your credit reporting policies.
  While I understand the importance of adhering to credit reporting standards, I am disappointed that there seems to be no flexibility in this case, especially considering my long-standing relationship with Prosper. The negative **** on my credit report has had a significant impact, and I believe that my overall history with Prosper should be taken into account.
  Given the circumstances, I would like to kindly request a goodwill adjustment to remove the negative **** from my credit report. As a loyal customer who has always strived to meet my obligations, I hope that Prosper can consider this request as a gesture of goodwill. If necessary, I am willing to cover any costs associated with this adjustment to ensure a positive resolution.
  If this request cannot be accommodated, I would like to escalate this matter to a higher authority within your organization for further review. I am also exploring other avenues to address this issue, including direct communication with the credit bureaus.
  Thank you once again for your attention to this matter. I value our relationship and hope we can find a resolution that reflects the commitment I have shown to Prosper over the years.
  
  Sincerely,
  
  *************

• Initial Complaint

  07/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 3July2024 I applied for and was approved for a loan. The loan was also funded on 3July2024. The account number that was funded was a closed account ********************** had from a prior loan. My bank received the funds on 5July2024 and returned them to prosper on 8July2024. The amount is $8550.95. I have attached correspondence from my bank showing this. I contacted prosper on 9July2024 and informed them and provided the correct account number that should be funded. They did a bank call and confirmed the account. On ********** I contacted prosper again and was assured the correct account would be funded as soon as they received the money from my bank. I provided the letter from my bank showing the funds had been returned to them due to incorrect account that is closed. I contacted prosper again on 11July2024 and was informed they have the funds and they would be sent to the correct account. I contacted ********************** again on 12July2024 and was told there is a glitch in the system and they dont know when the correct account would be funded. I contacted prosper again on 15July2024 and was told they have the funds that was returned by my bank and would receive funds within 24 hours. I did a follow up call the 16th and 17th and was assured the funds were on the way. Today 18July2024 I contacted prosper again and was told there is a glitch in the system and they dont know when the correct account will be funded. Meanwhile the loan still shows as funded and payments due on the 5th of each month. I have attached the loan as well as the event history prosper has provided. Also as I understand all my conversations are on a recorded line. So the question is when will the correct account be funded?

  

  Business response

  07/24/2024

  Thank you for reaching out to our team *****.
  
  Were happy to inform you that your loan has been re-originated to the correct account as of July 19, 2024.
  
  We identified an opportunity on our end regarding the re-origination timeline. Due to the error, we have waived the accrued interest amount of $110.57, which will appear as a credit towards your loan within the next few days.
  
  We apologize for any frustration this may have caused and value you as a Prosper customer.
  
  If you have any questions, please contact us by email at ********************************** or give us a call at **************.
  
  Sincerely,
  
  Prosper ****** Services

• Initial Complaint

  07/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  July 12, 2024. I believed in Prosper Funding for a loan of $10k for home repairs and debt consolidation. My bank called to inform of this was a scam and has closed my bank account, stating ********************** filed claim against my account for $620. I am devastated for being gullible and angry. Prosper Funding is bad.

  

  Business response

  07/24/2024

  Dear *******,
  
  Thank you for reaching out to our team
    
  We have also received an inquiry via the Attorney General 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   

• Initial Complaint

  07/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 1, ******************* contacted me with a loan proposal. During the next several days, he told me he was transferring money to my account and that I was to buy gift cards with the funds as part of the loan approval process. I made the purchases, only to have my bank tell me the deposits were "fictitious" - and so denied them. I am now out over $2000.

  

  Business response

  07/24/2024

  Dear *****, 
  
  Were extremely sorry to hear about your experience. 
  
  We can confirm Prosper didnt play a role in or contribute to the communication you received. Unfortunately, the actions described and the information provided were carried out by a third party not associated with Prosper, and we deeply apologize that we cannot provide further assistance. 
  
  We highly recommend reaching out to your bank and the three major credit bureaus to see what assistance they can provide for you. 
  
  If you have any questions or concerns, please email ********************************** or call us at ***************. 
  
  Sincerely, 
  
  Prosper Client Services  

• Initial Complaint

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  07/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  07/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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 **************. 

*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. ↩