Business Profile

Loans

Prosper.com

BBB Accredited Business A Rated by BBB

Important information

Customer Complaint:
BBB’s file for Prosper.com was created in August 2006. A review of complaints was completed in March 2025. Complaints on file concern credit reporting and payment processing.

BBB encourages consumers to review the following company links below that details the company’s credit score authorizations, change in terms and fees and payments information.

https://www.prosper.com/blog/credit-reports-everything-you-need-to-know
https://www.prosper.com/legal/credit-report-authorization
https://www.prosper.com/account/common/agreement_view.aspx?agreement_type_id=10
https://www.prosper.com/invest#sec-3
https://help.prosper.com/hc/en-us/articles/360047348451-Personal-Loan-Payments

Complaints

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

Customer Complaints Summary

538 total complaints in the last 3 years.
166 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:12/29/2022
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 had the Prosper Card for over a year with no issues. The last couple of months I have had nothing but issues with the Card . The system kept closing my card after I made a payment. I was calling in almost everyday. The customer service representative were horrible and useless. I was frustrated and tired of calling in about my card so I requested it to be canceled. I called back about three days later asking to stop the cancellation and reactive or send me a new card. I am being told thats not a option. The card is closed and I will have to wait for a month to apply again. I am so OVER prosper. Its a HORRIBLE card with HORRIBLE customer service. My payment history alone she allow for another card to come put to me . I received to apologizes or any sort of help from customer service or supervisor. I was told the call center is out of the country.
Business Response
Date: 01/06/2023
Dear *****,

Thank you for reaching out to us about the issues impacting your experience.

While we cannot reopen your closed account, you can able to reapply in 30 days should you so desire. We apologize this action cannot be reversed at this time.

If you have further questions, please email us at *************************************** or call us at ****************.

Sincerely,
Prosper Client Services
Initial Complaint
Date:12/29/2022
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.
Unable to login, access my account, or view my monthly statements online despite calling and emailing customer service and technical support several times. My bank account is automatically accessed and funds are withdrawn for payment without prior notice of amount owed or to be withdrawn.
Business Response
Date: 01/06/2023
*************,

We appreciate you taking the time to share your experience with us.
A bank account was linked during the application process. Auto pay was also enabled at this time and set to pull a minimum amount due.
Our records indicate that we reached out to the email on file in April and requested additional information from you in an attempt to resolve your online access issue.
We have sent another email 01/06/2023 with the same guidance. Our team will also attempt to call you by phone later today.
If you have further questions, please email us at *************************************** or call us at ****************.
Sincerely,
Prosper Client Services
Customer Answer
Date: 01/10/2023

Complaint: 18656998

I am rejecting this response because:
The information provided by Prosper is inaccurate. Prosper NEVER contacted me by phone or email, despite my correspondence via both methods of communication. If so, my email address would have allowed me to reset my password and then log in. Neither of which occurred.
Sincerely,

************************************************
Business Response
Date: 01/11/2023
*************,

Thank you for communicating with us.

We are so sorry that our attempts to reach you have not been successful.

On 01-09-2023 we called you at the phone number on file. We have also sent another email today 1-11-2023, providing information on how to resolve the online access issue.

If you have not received any communication, please call us at ****************. We want to ensure your issue is resolved.

Thank you for working with us.

Sincerely,
Prosper Client Services"
Customer Answer
Date: 01/12/2023

Complaint: 18656998

I am rejecting this response because:
the contents of the response contradict the actions taken by the business. No attempt was made to contact me via telephone as evidenced by my phone log provided by *************** Email sent on 01/11/2023 by Prosper Marketplace disclosed Prosper did not have a valid social security number, but issued credit in my name, continued to report to all three credit bureaus, and auto-draft funds from my account without issuing me a monthly statement of charges.
An email received in 01/12/23 failed to include the most recent statement although the correspondence said it had been attached.

Sincerely,

************************************************
Initial Complaint
Date:12/29/2022
Type:Product 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.
My account was opened in 04/2022 with Prosper. I have always made my monthly payment by phone because I could never get the email to verify my account to create an online account. I made my phone payment for December 2022 over the phone and had $30 taken from my normal Fifth Third Account and $30 taken from my old ********* account that has not been used since 2021 which put it into overdraft. I contacted Prosper by phone and they stated that automatic withdrawal was setup on the account online. I advised them that I never set it up and I have never logged in online to do this due to account setup issues. I asked how they received that checking account information since I never used it while I had this account. They then escalated the case through email for me. Prosper emails me stating they will not refund it because it will put me past due (which it will not because they took the payment from two accounts) and that I have no automatic withdrawal setup now, but it was setup when I applied for the account which is not true, I did not use this account at all since I had this card. I have asked for proof multiple times and they will not give it to me of how it was added or explain it properly.
Business Response
Date: 01/06/2023
Dear ******,

Thank you for reaching out to us regarding your concern.

An ********* account was linked during the application process. Auto pay was also enabled at this time and set to pull a minimum amount due. Per your request, auto pay was deactivated on 12/19/2022.

We sincerely apologize for the misinformation provided to you and have coached the agent involved. A $30 refund for the payment made on 12/12/2022 was approved. Please allow **** business days for the check to be received once it has been mailed.

If you have any other questions, please feel free to contact us by email at [email protected], or by phone at **************.

Sincerely,
Prosper ****** Services
Customer Answer
Date: 01/06/2023

Complaint: 18656705

I am rejecting this response because: I have had this account for many months, the ********* was not used since 2021. This is the first time in December 2022 that an automatic payment was taken from this account even though it was setup by Prospers statement when I opened the account which is incorrect. I still need the documentation of when this was setup. At this current time, money was taken without permission out of the account. You cannot tell me this was setup for 8 months and just randomly was taken out.

Sincerely,

*********************
Business Response
Date: 01/12/2023
Dear ******,

We have sent an email containing information regarding why Auto Pay drafted for the December 2022 payment and the authorization document(s) you had received during the application process.

We sincerely apologize for the frustration. If you have any other questions, please feel free to reply to the email we have sent to your email on file.

Sincerely,
Prosper ****** Services
Initial Complaint
Date:12/23/2022
Type:Sales and Advertising 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.
On 10/18 I tested positive for Covid and fell behind on all my bills. I was stuck out of state after having to cancel, then reschedule my flight due to Covid status. Once I returned home (2 weeks late) I continued to be sick on and off for weeks. I just returned to work about two weeks ago and am in process of paying all past due bills. I receive an email from prosper stating my accounts been closed. Ive never been late or missed a payment since I opened the account and nothing about my financial status has changed accept that I had Covid. This is unacceptable and Im filing a complaint here and the ****
Business Response
Date: 01/26/2023
Dear ******,
Thank you for contacting us about your account closure.
We apologize we cant continue to offer you the Prosper Card at this time.
Our decision to close your account was based on:
- your account status
- changes to your Prosper Card eligibility.

For more details about the types of changes that can impact your eligibility, we recommend reviewing your most recent credit report with TransUnion.

We know it can be tough when facing a rough financial patch. If youre in need of financial wellness tips, such as boosting your credit score or building habits to avoid going into debt, check out our blog.

We sincerely appreciate your interest in Prosper. If you have further questions, you can contact us at *************************************** or ****************.

Sincerely,
Prosper Client Services
Initial Complaint
Date:12/22/2022
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 applied for a prosper card mid-to-late November 2022 and was approved. I waited about 2 weeks and still didnt receive the card in the mail so I decided to call customer service to track my card. The agent I spoke to said the card was just shipped out on 12/3/22 so to wait at least 1 more week. Weeks later I get my card in the mail so I call customer service to activate my card, only thing is when I called the woman I spoke to said that my account was closed due to it being open by mistake.I didnt understand that because when I initially called to see where my card was, my account was open and there were no issues. And suddenly, my account gets closed due to it getting approved by mistake. I was never notified of this happening to my account nor do I understand how I got approved and then canceled. Makes no sense. I have never heard of any company doing this and I strongly recommend NOT applying with this company. Id like for the inquiry to be removed as well as the account showing on my credit report.
Business Response
Date: 12/29/2022
Hi *******,

Thank you for sharing your experience with us.

We apologize that we can't continue to offer you the Prosper Card at this time, and your account has been closed.

As a courtesy, we've removed the hard credit inquiry that occurred as a result of your Prosper Card application as well as the annual fee.

We sincerely appreciate your interest in Prosper. If you have further questions, please email us at ***************************************.

Prosper ****** Services
Initial Complaint
Date:12/21/2022
Type:Product 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.
My credit card was used twice as an unauthorized charges. I called the hold times are outragous!! The only option is to email the company since the app on a mobile phone does not work at all. I have told them about this several times. I was told over a month ago that they would send me out an new card twice I still have yet to use it while still making my monthly payments to Prosper. I sent an email with a automated response of course and I still have yet to get the card. This company is horrible to work with. I would like to warn other customers not to use this company because of the their business handling. I also have an email saying that they expedited my new card to me and I still have yet to receive it.
Business Response
Date: 12/30/2022
Dear ****,

Thank you for reaching out regarding this issue. We are reviewing the hold times you experienced for potential opportunities.

Regarding access to the account, it appears that an online payment was made successfully on 12/7/2022. Please advise if you are still having any issues accessing the app.

We are experiencing a delay in production of the physical card.We are working very hard within our production department to get the card delivered to you as soon as possible, and apologize for any inconvenience this may cause.

Prosper ****** Services
Customer Answer
Date: 12/31/2022

Complaint: 18623840

I am rejecting this response because: You Al have lied to me for two months in the app it says to activate card. I have never received the card and was told over a month ago that it was mailed. The only way I was able to pay in the app was when someone called the other day and stayed on the phone and granted me access to make the payment!! I still have yet to receive the card I dont understand why your company who has issues with cards when I have been sent a replacement cards from other companies. I wish that something could be done with this company how they treat their customers. Horrible customer service and they prevent me from having my card but yet I am still paying a bill. Is there anyway I can reach your corporate office?? I would like the information to do that please. Can BBB help me obtain their corporate office? There needs to be a solution so that the upper hands know of this situation.

Sincerely,

*******************
Business Response
Date: 01/09/2023
Dear ****,

Thank you for following up with us. Unfortunately, we are still experiencing card production delays. However, we are happy to see that you were able to access your account on 12/30.

If you are still encountering issues with the app, please contact us at ************ or ***************************************.
Correspondence requests can be sent to our mailing address:
Prosper Funding LLC
221 ***********, STE 300
*************, ** 94105

We sincerely apologize that this issue has impacted your experience and are working diligently to ship your card as quickly as we can.
Customer Answer
Date: 01/11/2023

Complaint: 18623840

I am rejecting this response because: All other banks and credit card companies are NOT experiencing this delay! I will not pay on an account that I do not have access to. I tried to call yesterday but you all acted like you never knew I did not have my replacement card for the past 2 months. I will not pay a dime until I get a replacement card!!! This is a horrible company

Sincerely,

*******************
Initial Complaint
Date:12/19/2022
Type:Billing 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.
This is a fraudulent account at prosper card I never applied for any accounts at prosper card before in my life so please remove this account from all credit reporting agencies.
Business Response
Date: 12/27/2022
Dear *****,

Thank you for reaching out regarding your concern. We apologize for any frustration. The account has been reviewed, and an update has been sent to *********** to have this account deleted. Please allow 30 - 60 days for this change to be reflected on your credit profile.

Sincerely,
Prosper ****** Services
Customer Answer
Date: 12/27/2022
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
Date:12/17/2022
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 received a Prosper credit card after responding to an offer. (I wish I had read reviews first). I made two transactions on the card and then they continually were declined. I called and was told it had been restricted due to possible fraud and would be sent to the fraud department and I would be receiving an email. I never heard anything, and then logged onto the account to see if it the restriction was lifted and to make a payment, and saw that the card was closed. I called them and they said, yes, the card was closed for "internal errors" and I could apply again in 30 days. They really couldn't give me any reason it was closed. The two transactions it allowed were way below the limit, and I hadn't even had time to be late on a payment. I am fine with them just closing it (after reading all the complaints), but I want to be assured this is not reported on my credit report adversely that it was closed, that an inquiry was made, or that it was even issued, since basically it was just like receiving a card in the mail that could not be used.
Business Response
Date: 12/21/2022
Hi *****,

Thank you for sharing your experience with us.

We apologize that we can't continue to offer you the Prosper Card at this time.

Please know that any unpaid balances on your account are still due. Payments can be made through your online account or by giving us a call at **************.

As a courtesy, we've removed the hard credit inquiry that occurred as a result of your Prosper Card application.

We sincerely appreciate your interest in Prosper. If you have further questions, please email us at ***************************************.

Prosper Client Services
Initial Complaint
Date:12/17/2022
Type:Order 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 applied and received a Prosper Loan in 2019 for the amount of $15,000 (Loan #******* )and had been paying it without fail or issue.As of December 8th, my second to last payment in the amount of $492.74 was auto drafted and applied successfully leaving a $33.52 balance yet as of December 17th my account shows that I am "9 days Past due" and that status now adversely affects me getting any loan services with Prosper.Despite trying to be a good consumer and paying my loan on time and without issues I feel as if due to their negligence I have been unfairly penalized as the attached information shows the factual transactions AND the preapproval denial letter due to "too many delinquencies with Prosper".I have called three times today during their stated business hours and after inputting my information in their ***** am constantly met with a recording stating that I have reached them after business hours and then the recording states the business hours in which I am calling during that timeframe.I fear that they are going to inaccurately reflect my payment status to the CRBs despite the misinformation from their own system and I will be forced to begin litigation which I am sure neither of us desire.This company was good when I needed it and we had a very positive relationship however when it comes to the last mile and the loan is *****% paid off with a remaining balance of $33.52, they show their disregard for loyal consumers by not "getting it right" for the last 9 calendar days (6 business days later) when it is simple ACH processing and CRB reporting like their competitors!The final rub was the denial letter as if I was a deadbeat that hasn't already paid $14,966.48 on $15,000 loan WITHOUT issues or ever being late. Maybe this is a dream and I haven't awakened from slumber or maybe it is a company that has issues and as a result its future revenue is affected/impacted for its investors (I was considering becoming one of them actually - oh the irony).
Business Response
Date: 12/23/2022
Dear ****,

Thank you for contacting us regarding your concern.

The autopay feature debits the lesser of the outstanding loan balance or the payment listed on the final Truth In Lending Statement (which in this case would be the $492.74 that was debited on 12/8/2022).

Please keep in mind that the final balance due at maturity was larger than the original final payment provided on the Truth In Lending Statement. This was because some manual payments were not made on your due date. In addition, a due date change was applied which altered the loan's maturity date. Please note the loan has not gone past due long enough to warrant negative credit reporting.

Regarding the phone calls, we are currently looking into why you received the audio message advising that the office you were contacting was not open and will follow up with you when we have more information.

We appreciate your long standing business and apologize for the frustration this has caused. If you have further questions, feel free to call us at **************** or email us at [email protected].

Sincerely,
Prosper ****** Services
Customer Answer
Date: 12/27/2022
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
Date:12/16/2022
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.
This company is a scam. The lie about the reason they close your account stating system technical issue. I was approved for this card and I had to wait almost one month to receive my card. By the time I got my card, my account was closed. I applied through credit karma which is just as bad as this credit card company. Why should I have to wait up to 60 days for a hard inquiry removal for their s**** up. I want it removed immediately!
Business Response
Date: 12/21/2022
Hi ******,
We appreciate you sharing your experience with us.
We apologize that we can't continue to offer you the Prosper Card at this time and your account has been closed.

As a courtesy, we've removed the hard credit inquiry that occurred as a result of your Prosper Card application.

We sincerely appreciate your interest in Prosper.
If you have further questions, you can contact us at *************************************** or ****************.

Sincerely,
Prosper Client Services
Customer Answer
Date: 12/21/2022
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,

*****************************

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