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:09/01/2025

  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.

  I have had a Coastal Prosper Credit card for 4 years. After my credit line increases I was at $5,000. They lowered it to $500 overnight I called explained the situation. First they attempted to claim that my credit was automatically ran and my score was lowered . I explained this was impossible since I have had credit freezes on all three of my accounts as a safety precaution for over 2 months. Then they stated that my score was lower than when I initially opened the card account. Again not the case. my score has gone up over 140 points since obtaining this card. They then tried saying it was because I had a high credit usage score of over 35%, another falsehood. My credit usage score is at 16%. I was then told I could perhaps call all 3 creditors and have updated reports ran. I didn't need to because during the conversations I had looked at all three credit reports I had verified credit freezes and had already proven that the reasons stated were falsehoods. So, I asked for a supervisor. I was given VERBATIM the exact scripted responses. I asked for another supervisor. Lo and behold VERBATIM once again. People should be made aware when entrusting thier credit worthiness to this company.

  

  Business Response

  Date: 09/08/2025

  Dear *******,
  
  Thank you for reaching out and sharing your concerns. We completely understand how frustrating unexpected changes to your credit line can be, and we realize that the explanations provided by our team were not what you expected. We sincerely regret any confusion or frustration this has caused.
  
  We want to assure you that periodic account reviews are a normal part of managing credit accounts. These reviews can sometimes lead to credit line increases or decreases, but they do not impact your credit score. Also, while a credit freeze prevents new lenders from performing hard inquiries, your current creditors can still access your account information internally for management purposes without affecting your credit score.
  
  Based on our review process, credit limits can be adjusted according to changes in your credit profile. We did send a notice regarding your credit limit change on July 2, 2025. For more details, please refer to the Credit Limit section in your Cardholder Agreement or visit Prosper.com under Credit Limit Increases.
  
  We also want to acknowledge that your account was closed at your request on July 31, 2025. We truly regret to see you go and appreciate the trust you placed in us over the past four years. Thank you again for your time and loyalty.
  
  If theres anything else we can assist with, please dont hesitate to reach out at *************************************** or at **************.
  
  Sincerely,
  Prosper ***************

• Initial Complaint

  Date:08/31/2025

  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 cc this past July was approved and was told a cc would be sent in 7-10 business days. I never received a card- I called Prosper and asked if a card was sent and they said yes- I told them I never received it. The man said he would cancel that card and send out another one. I never received the second card. They give you a temporary cc to use for online purchases- I tried using that card and was declined. I called prosper back stating I never received the second card and that the temporary online card declined my purchase. The lady stated oh, thats because your account has been locked???? I asked why? She didnt know but would file a report and someone would reach out to me- that has never happened! But they have charged me a $59 dollar yearly fee that they want to be paid on- for what????? I feel this is a total scam maybe, to get peoples info? Ill also be complaining to credit karma! Beware people!

  

  Business Response

  Date: 09/08/2025

  Dear ********,
  
  We are very sorry for the difficulties and frustration youve experienced in receiving and using your card. We completely understand how concerning this must feel, especially with the delays and restrictions you encountered.
  
  After carefully reviewing your account, we see that your original card was shipped on July 16, 2025. When you reported this in early August, the card was marked as lost/stolen and your address was verified with the intention of sending a replacement. However, a security restriction was placed on your account and the replacement card was not successfully issued at that time and also prevented you from using your digital card.
  
  During your call on August 26, 2025 the restriction was acknowledged and removed the same day. We understand the physical card was not issued then, and we regret this oversight. As of September 5, 2025 we have reissued your card to the address on file and it should arrive within 5-7 business days.
  
  Regarding the $59 annual fee, this is a standard charge that applies to all accounts upon opening, as outlined in the Cardholder Agreement.
  
  We sincerely apologize for the inconvenience this situation has caused and appreciate your patience as we work to ensure you have the proper access to your account and card. If theres anything else we can assist with, please dont hesitate to reach out at *************************************** or at **************.
  
  Sincerely,
  Prosper ***************

• Initial Complaint

  Date:08/30/2025

  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.

  Prosper card routinely reduces your credit limit if you use the card, or open other cards, and balance chase * This is damaging to your credit score* They are not doing so for any reason such as missing a payment etc*

  

  Business Response

  Date: 09/05/2025

  Dear ********,
  
  Thank you for contacting us regarding the recent changes to your credit limit. We understand your concerns and appreciate you bringing this to our attention.
  
  Upon review, we can confirm that credit limit decreases occurred on May 22, 2025, and August 22, 2025. In each instance, letters explaining the reasons for these changes were mailed to the address on file. We encourage you to review those letters for more details on the factors involved.
  
  As outlined in the Credit Limit section of your Cardholder Agreement, Prosper regularly reviews all accounts, which may result in credit limit adjustments, including increases, decreases, or no changes, based on a variety of factors, not solely on payment history.
  
  Additionally, we've confirmed that your account is being reported accurately to the credit bureaus.
  
  If you have any further questions, please feel free to contact us at *************************************** or call us at ************.
  
  Sincerely,
  Prosper ***************

• Initial Complaint

  Date:08/24/2025

  Type:Order 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 am not liable for this debt with prosper.com I do not have a contract with ****************************** (*****************) they did not provided me with original contract as requested

  

  Business Response

  Date: 08/25/2025

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

  Prosper Client Services

• Initial Complaint

  Date:08/24/2025

  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.

  See enclosed paper trail. Due date is 15th each month . On auto pay. I paid extra in July TOWARDS ******. ****** was NOT late over 39 days. This company told me they were going to report me to all bureaus?! I also reported this fraud to the ************************.

  

  Business Response

  Date: 09/02/2025

  Dear ****, 
  

  Thank you for contacting us with your concerns about your recent payments. We appreciate the opportunity to review your account and provide some additional clarity. 
  

  We verified that your extra payment made on 07/15/2025 of $35.42 was applied to the July billing cycle, which closed on 07/18/2025. On 08/15/2025, we received two payments, however, both were reversed on 08/21/2025, due to insufficient funds. Since these reversals happened after the August statement closing date, they did not show up on that month's statement. 
  

  We want to assure you that the two payments made on 08/22/2025 and 08/25/2025 have brought your account current, and most importantly, there has been no negative reporting to any of the three credit bureaus. 
  

  We 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
  

  
  

  Customer Answer

  Date: 09/03/2025

   
  Complaint: 23790256
  
  I am rejecting this response because:
  
  I am not satisfied for two reasons: why was I told I would be marked over 30 day derogatory? Why would any extra payments be applied to a different billing period when extra payments are towards any and new cycles ? 
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 09/08/2025

  Dear ****, 
  
  Thank you for your follow-up. We've taken a closer look at your account and are happy to provide some clarification.
  
  Your account has not been reported as over 30 days past due to any credit bureau. Any reference to derogatory reporting was intended only as a precaution if a payment were to remain unpaid.
  
  Regarding the extra payment, it was applied to the July cycle because that cycle was still open at the time of payment. Once a cycle closes, any additional payments are applied to the next cycle. We regret any confusion this may have caused.
  
  We can confirm your account is now current and no derogatory reporting has been made. If you have any other questions, please feel free to reach us at ********************************************************************** or at **************.
  
  Sincerely,
  
  Prosper ***************

• Initial Complaint

  Date:08/22/2025

  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.

  On or about 6/28/25 I report ** fraudulent charges on my account, I was inform** that they would investigate and not to worry, around 7/22/25 I not** that prosper report** false information to the cr**it bureaus resulting in r**uction of my cr**it score. On 2 other occasions I not** late fees post** to my account and agian falsely report** to the cr**it bureau. On 8/22/25 I paid the card in full and was forc** to close the account to avoid further false claims of non-payment. I request a refund and a reversal letter sent to remove penalties from *************.

  

  Business Response

  Date: 08/29/2025

  Dear ******,
  
  Were very sorry for the frustration and stress this situation has caused you. We understand how concerning it is to see charges you did not authorize and the impact it can have on your credit reporting.
  
  Upon review of your account, we can confirm that the dispute regarding the transactions reported on July 22, 2025, is currently under investigation. An acknowledgment letter was mailed to the address on file on August 13, 2025. Please note that the investigation process may take up to 90 days.
  
  We can also confirm that the balance was paid in full on August 22, 2025, and the account was closed on the same day, per your request. If the investigation confirms the transactions were fraudulent, a refund check will be issued for the payment previously made.
  
  Additionally, if any adjustments are necessary following the outcome of the investigation, we will update the credit bureaus accordingly to ensure your credit history reflects accurately.
  
  We greatly appreciate your patience as we work through this process and will continue to keep you updated.
  
  If you have further questions regarding payments, account history or any other general concerns, please contact us at *************************************** or **************.
  
  Sincerely,

  Prosper Client Services

  Customer Answer

  Date: 08/29/2025

   
  Complaint: 23783678
  
  I am rejecting this response because: 

  1. No action has been taken to reverse the negative reports to the credit bureau.

  2. Even after issuing the letter, they continued report my account to collections.

  3. I was forced to pay the charges to the card to stop future unwarranted negative reports to the credit bureau.

  4. I was forced to cancel my Prosper card, which will definitely, cause additional damage to credit score.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 09/08/2025

  Hello,
  
  Thanks for your follow-up, ******. Please allow us the opportunity to further clarify.
  
  Your dispute remains under active investigation, and while this process is ongoing, permanent adjustments to your credit reporting cannot yet be made. Once the review is complete, if the transactions are confirmed to be fraudulent, we will issue the appropriate refund and update the credit bureaus to ensure your credit history is accurate.
  
  We also want to clarify that your Prosper Card account was closed on August 22, 2025, per your request at the time. We recognize this decision was made out of frustration with the dispute process, and we regret that the experience led to this outcome.
  
  We truly value your patience while we work toward resolving this matter and will continue to provide updates as the investigation progresses. For any additional support, please reach us at *************************************** or **************.
  
  Sincerely, 
  
  Prosper ***************

  Customer Answer

  Date: 09/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and await a  resolution in the matter.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:08/21/2025

  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.

  I have contacted Prosper Marketplace four separate times within the last year regarding late reporting on loan#*******. I am not disputing the accuracy of the reporting . My request has been a goodwill adjustment due to financial hardship from a medical emergency I experienced at that time.Despite paying the loan in full and taking accountability, Prosper has repeatedly denied my request using the dame form-letter response. They have not escalated my case for meaningful review or provided a clear explanation for their refusal.This feels unfair and inconsistent with Proper's publicly stated core values of Accountability, Collaboration, and Integrity. As a borrower who chose to pay my debt rather than default, I believe my efforts should have been considered more fairly.I have exhausted all internal communication with Prosper and have received only generic denials. I am now filing thsi complaint because I fee Prosper is not handling my case in good faith.

  

  Business Response

  Date: 08/25/2025

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

  Customer Answer

  Date: 08/25/2025

   
  Complaint: 23781131
  
  I am rejecting this response because:
  Prosper has once again provided a generic form denial without addressing my specific concerns. I am not disputing the accuracy of the reporting; I am requesting a goodwill adjustment in recognition of the fact that I paid the loan in full despite financial hardship.
  Their refusal to escalate my request or provide a meaningful explanation contradicts Prospers publicly stated core values of Accountability, Collaboration, and Integrity. I do not believe my case has been fairly reviewed, and I cannot accept their response as a resolution.
  
  
  Sincerely

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

  

  Business Response

  Date: 08/28/2025

  Dear ******,
  
  Thank you for expressing your concerns in detail. We truly appreciate the opportunity to review your feedback and respond with the care and attention it deserves.
  
  We regret that our previous response felt generic and did not directly address the specific nature of your request. It is never our intention to make any customer feel unheard or dismissed.
  
  Please know that we are actively investigating the concerns you raised through the ************************************ (****) and are conducting a thorough review of your case. We will share our findings and updates directly through that channel as part of the formal process.
  
  In the meantime, if you have any additional questions or need further support, please dont hesitate to reach out to us at ************************************************************ or call at ************. We're here to help.
  
  Sincerely,
  Prosper Client Services 

  Customer Answer

  Date: 08/29/2025

   
  Complaint: 23781131
  
  I am rejecting this response because they have not resolved my complaint. Simply stating that they will review the matter under CFPB process does not address my BBB complaint or my request for a goodwill adjustment.

  Prosper has denied my goodwill request multiple times with form responses and has not provided a meaningful explanation or escalation. I paid my loan in full despite financial hardship, and I believe my request deserves fair review. I do not consider this matter resolved until Prosper provide a direct and thorough response to my goodwill request.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:08/13/2025

  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.

  My autopay is setup for $75. My account is not delinquent or over the limit and I pay more than the minimum. Prosper decided to take an amount that was more than my autopay amount without my prior knowledge. When I called them they acted entitled and could have cared less.

  

  Business Response

  Date: 08/20/2025

  Dear ********,
  

  Thank you for reaching out and sharing your concerns. We understand your frustration regarding the recent autopay amount. 
  

  After reviewing your account, we confirmed that your autopay settings were unchanged on our end. The higher payment was due to your annual fee, which increased the minimum payment due, as outlined in your Cardholder Agreement.
  

  To avoid missed payments, our system will pull the minimum amount due if your selected autopay amount is lower. This is noted in your Autopay Agreement, it also advised the monthly statements provided are used as notices to changes in the payment amount.
  

  We were able to locate the call from 7/16, however the call was disconnected before the agent could assist. 
  

  We truly value you as a customer and want to apologize for any inconvenience or frustration this may have caused. 
  

  If you have any additional questions, please give us a call at ************ or email us at **********************************************************************.
  

  
  

  Customer Answer

  Date: 08/20/2025

   
  Complaint: 23744534
  
  I am rejecting this response because:The *** I spoke to never said anything about the annual fee being the issue. He actually said my payment was altered because I wasn't paying enough every month. If he had mentioned the annual fee and properly explained it there would not have been an issue. He acted like my payment was going to increased moving forward despite what my autopay was set at. 
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 08/25/2025

  Thank you for your follow-up ********.

  Weve reviewed your account and the call from July 16th. While the call was unfortunately disconnected before a full explanation could be provided, we understand your frustration and sincerely apologize for the confusion.
  

  Your autopay is set at $75, however, if the minimum payment due is higher, our system will draft that amount to help avoid missed or late payments. This is outlined in your Autopay Agreement and monthly statements.
  

  In this case, your statement from 6/18/2025 showed a minimum payment of $104, which included your annual fee. Since $75 didnt cover that minimum, the full amount was processed.
  

  For more information on how minimum payments are calculated, please refer to the Payments section of your Cardholder Agreement.
  

  We appreciate your feedback and are here to help if youd like assistance reviewing or adjusting your autopay settings please contact us at ************ or email at **********************************************************************.
  

  Sincerely,
  Prosper Client Services

  Customer Answer

  Date: 08/26/2025

   
  Complaint: 23744534
  
  I am rejecting this response because:

  Once again I was told the payment was increased because I wasn't paying enough and when I asked why I wasn't notified I was told they could do whatever they wanted. The annual fee was never mentioned. I asked more than once why I wasn't notified of the increase and was met with attitude so I ended the call because of the inappropriate & inadequate response from the **** The *** has plenty of time to answer appropriately and he chose not to.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:08/06/2025

  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.

  I am writing to inform you of a fraudulent account opened in my name with Prosper / Coastal Commun. I am a victim of identity theft and did not authorize the creation of this account. Below are the details of the fraudulent account:Creditor Name: Prosper / Coastal Commun Opened Date: 11/17/2022 Account Number: **************** High Credit: $1,545.00 I kindly request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate it if you could provide confirmation of the account's closure and any relevant documentation regarding the fraudulent activity.Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 08/13/2025

  Dear *****,
  
  We understand how upsetting it can be to see an account you dont recognize appear in your name. Please know that we take these concerns seriously and appreciate you reaching out.
  
  Our records show that the account was opened on November 17, 2022. After completing a thorough review, we did not find evidence to indicate that the account was opened fraudulently. However, we absolutely recognize the seriousness of identity theft and encourage you to contact us directly and we would be glad to revisit this claim.
  
  Additionally, we can confirm that the account has been closed as of April 12, 2024, and no further charges can be made. Please note, however, that an outstanding balance remains. To prevent any additional impact to your credit, we recommend submitting payment, as all credit reporting related to this account has been completed accurately.
  
  We truly regret any distress this situation has caused you, if you have any additional questions or concerns, please dont hesitate to reach us by email at *************************************** or by calling our *************************** at ************.
  
  Sincerely,
  Prosper ***************

• Initial Complaint

  Date:07/29/2025

  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.

  Perpetual fraudulent billing from Prosper.com for $1.99 per month for an account I do not have. I have called their **************** and they refuse to speak with me since I can't confirm the card expiration or zip code? I don't have a card with them and I certainly know my zip code. I still am being charged $1.99 every month. I am asking for a full refund of those monthly charges.

  

  Business Response

  Date: 08/07/2025

  Dear Famous, 
  
  Thank you for reaching out and bringing this matter to our attention. We understand how concerning it can be to receive charges for an account you believe you do not have, and we are committed to supporting you in resolving this issue.
  
  Following our investigation, an application was submitted with your information on November 20, 2023, which resulted in an active credit card account established on November 27, 2023. This account currently remains open and in good standing.
  
  On May 9, 2025, we notified all customers about the $1.99 fee for paper statement delivery. Due to financial activity from a credit balance refund issued on April 25, 2025, a statement was generated and mailed to you in accordance with your current preference on file. To avoid future statement fees, we encourage you to log in to your online account and update your preference to electronic statements only.
  
  Upon reviewing the call made on July *******, we were unable to complete identity verification as the zip code provided did not match our records. For your security, we cannot disclose account information without proper verification. To assist you further, a member of our team will reach out to the email address associated with the account to complete the verification process.
  
  We apologize for the confusion and frustration this situation has caused. Should you have any other questions, please feel free to reach us at ********************************************************************** or at **************.
  
  Sincerely, 
  Prosper ***************