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:01/30/2025

  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 am a victim of identity theft. My prosper card information was stolen and my online account was taken over. I have contacted customer service over the phone, threw email and I sent certified mail . I have gotten zero assistance. Today when I called my phone number was changed I did not requested it to be changed . It was even changed to an old number I no longer have . There has been no investigation. I have heard nothing back .my information was even changed through the online account the cyber criminal set up . To another person in ******** . I dont know how to correct this situation . And the fact someone has my account and credit card information is alarming. Prosper needs to do something about this instead allowing someone to steal my identity and use my card . Prosper has been no help. Its actually alarming that they have not even gotten back to me after I sent out certified mail .

  

  Business Response

  Date: 02/06/2025

  Dear *****,
  
  We sincerely regret the frustration and concern this situation has caused you. Protecting our customers accounts and personal information is a top priority, and we understand how unsettling this experience has been.
  
  We've identified the opportunity on our end and have resolved the issue as of 01/30/2025. There has been no impact to your account. Thank you so much for your patience while we worked through this and deeply apologize for the inconvenience this has caused.
  
  We have waived the late fees from December and January that resulted from this error.
  
  Our records show no attempt to log in since 11/15/2024.
  
  If you need further assistance with logging in or have any additional concerns, feel free to reach us by email at *************************************** or by calling our *************************** at ************.
  
  Sincerely,
  Prosper ***************

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22879882
  
  I am rejecting this response because: no matter how many times I have been told it was fixed it has not been fixed . I want proof this has been taken care of . I want all online accounts closed . And proof of it being closed . I also would like a new card . Some sort of actual verification this has been taken care off . I had 300 on my card before the card was take over I want that returned to the card as well with no late fees . And proof of all of the above 
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 02/11/2025

  Thank you for the follow-up, *****.
  

  We understand the frustration this has caused and want to assure you that we're here to help.
  

  To address your request, I can confirm that no purchases have been made on your account since September 2024.
  

  Additionally, we waived the late fees assessed in December and January on 2/5/2025. In addition, we also waived the interest that had accrued during that time, totaling $69.98.
  

  Were also pleased to see that you've been enrolled in the short-term hardship program as of 1/27/2025. While enrolled, please note that new cards or purchases cannot be processed. Once your program has been successfully completed, feel free to reach out to request a new card.
  

  Regarding your request to close the account, we are happy to assist you. Please contact us directly at ************ if you'd like to proceed with closing the account or if you have any further questions about the hardship program.
  

  Once again, we sincerely apologize for the inconvenience this has caused. We are committed to resolving this to your satisfaction and truly appreciate your patience.
  

  Sincerely,
  Prosper Card Services

• Initial Complaint

  Date:01/29/2025

  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.

  On January 10, 2025, the company Prosper LLC located in ************* CA approved me for a loan for ********. However, days went by, and I never received the loan. Friday January 17th, I spoke with a Mr. ***** and asked him how long I would have to wait to receive the loan. He stated that there was some issue on their end and that they would not be able to send the money direct deposit. He stated that there was another way. I would have to go to ****** and get a gift card and add $270.00 to the card in order to pay the transaction fee and then they would provide me a transaction or wire number so that the money would be deposited into my account. So, I did. Then once I sent that and provided them with the information about the card with the number on the back, then they wanted me to go back to Target and get 2 more gift cards and add $385.00 on to those cards. I then informed Mr. ***** that I was not going to do that and stated that I felt this was a scam. They took the last few dollars that I had from my paycheck. I am a single mother, and I just don't want anyone to go through what I have been through with this company taking advantage of people. It's just not right. Today January 28, 2025, they sent me and email threatening me and telling me that I took their money and an email of a Warrant for my arrest. All I requested was a loan and this is what I got in return. This is to anyone, please be aware of this company. I can also provide documents of these emails as well.

  

  Business Response

  Date: 02/06/2025

  Dear *****, 
  
  Thank you for reaching out. Were truly sorry to hear about the experience you've had. 
  
  We can confirm that Prosper was not involved in or responsible for the communication you received. It appears the actions you described were carried out by a third party, not affiliated with Prosper. We apologize for any inconvenience this has caused. 
  
  We recommend reporting this to local law enforcement and placing a fraud alert with the credit reporting agencies to protect your credit. 
  
  If you have any further questions or concerns, please contact us at ********************************** or call ****************. 
  
  Sincerely, 
  Prosper ***************

• Initial Complaint

  Date:01/28/2025

  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 received a loan offer from Prosper, but when I accepted the offer, the terms changed...the length of term, the APR and the amount. I did not accept this revised offer, and requested they stop SPAMMING me, but instead now they are calling me while I am at work, and since they know I am not able to take calls at work they have been calling every day, and telling me in addition to my numerous requests already, verbally and in writing, they refuse to stop all their vendors they sold my info to. This was nothing more than a bait and switch offer so they could sell my info. It is a scam.

  

  Business Response

  Date: 02/05/2025

  Dear ***, 
  

  Thank you for reaching out. We sincerely apologize for the frustration youve experienced. We understand how unexpected changes to your loan offer and unwanted contact can be upsetting, and we take your concerns seriously. 
  

  Please note that loan offers can change based on your credit profile and current market conditions. However, we want to assure you that no hard inquiry has been made to your credit report. 
  

  As of February 3, 2025, weve successfully opted you out of all marketing communications from Prosper and are committed to ensuring no further contact is made. 
  

  We truly regret the experience you've had and are working to resolve it. If you have any further questions or concerns, please dont hesitate to contact us at ************ or via email at ************************************************************. 
  

  Thank you for your understanding. 
  

  Sincerely, 
  Prosper Client Service 

• Initial Complaint

  Date:01/28/2025

  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.

  I paid my balance in full. Prosper took ****** out twice from my checking account my limit is 500 they said the would mail me a check. I never recvd it. Now my balance shows 884 when in fact it is not and Im being charged 33% on a balance I dont owe I called 7 times and 7 times I was told it was a glitch in their system and they would fix it only to find out my check was never mailed. They electronically took my money twice why cant the refund be done the same way

  

  Business Response

  Date: 02/06/2025

  Hello ******, 
  
  We sincerely apologize for any frustration and confusion regarding your recent payments and refund process. We understand how important it is for your account balance to reflect accurate information, and we regret any inconvenience caused during your interactions with our team. 
  
  We have confirmed the remaining balance of $886.85 is accurate. Two payments of $553.41 were made online on 1/7 and 1/9. A refund check for one of the duplicate payments made on 01/07, and this was issued to the address we have on file on 1/27. We are happy to see that it was cashed on 2/3. The second payment that was made on 01/09 was reversed on 1/20 after being returned by your bank. We recommend contacting your financial institution for more information regarding this payment.
  
  We identified opportunities when speaking with our team on 1/25 and 1/28, and we have taken steps to ensure similar issues do not occur in the future.
  
  The interest rate will vary with the market based on the Prime Rate. For more information on your interest rate and when interest is applied, please refer to the "Interest Rates and Interest Charges" section of the Cardholder Agreement.
  
  If you need further assistance or have any additional concerns, feel free to reach us by email at *************************************** or by calling our *************************** at ************. 
  
  Sincerely, 
  Prosper ***************

• Initial Complaint

  Date:01/24/2025

  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.

  Prosper Bancard has a lot of issues with their technology. This is the second time that I have made a payment through their system that they tell me they've received and the payment was not reversed, so they have received a payment 3 weeks ago. Yeah, yet they have not updated my account with a 0 balance. The issue with this is on my credit. It's showing that I owed them. The annual card fee for the last 30 days. When I paid them almost 30 days ago, they have said that they will follow-up to figure out what is wrong with their system. In the meantime, I should not have this stress of my credit being reported with inaccurate information. Especially since I carry 0 balances on the majority of my cards. It's outrageous that their system is so faulty, that for the second time. When I pay the car to a zero balance, they don't reflect that information for almost a month. Currently, I still am waiting for the payment that they confirmed on January 7th 3 weeks ago to post to my account. So it reflects the correct information that I have a zero balance, not that i've been owing thirty nine dollars to them for almost a month

  

  Business Response

  Date: 01/30/2025

  Dear Mia,
  
  We sincerely apologize for any frustration and concern this situation has caused you. We understand how important it is to have accurate and timely updates to your account, and we appreciate you bringing this to our attention.
  
  At this time, we do not have a record of a payment being made on January 7, 2025. Your due date was January 24, 2025, and we received a payment on January 28, 2025, which resulted in a carried-over balance of $39. We have initiated an investigation to determine if there was an attempted payment on January 7 and will follow up via email once our review is complete. Additionally, we have verified that all reporting is accurate and reflects your account as current, though it may take ***** days for the latest cycle to update with the credit reporting agencies.
  
  In the meantime, while we complete our investigation, we kindly ask that you provide a copy of your most recent bank statement showing the payment was deducted. This will assist us in further reviewing your concerns. You can email us with supporting documentation at **********************************************************************. 
  
  We appreciate your patience and the opportunity to address this matter. Please dont hesitate to reach out if you need any further assistance by calling our *************************** at ************.
  
  Sincerely,
  Prosper ***************

• Initial Complaint

  Date:01/23/2025

  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.

  Fees charged every month because I carry a balance. This card is only for individuals who can pay their entire balance each month. I dont use the card anymore, yet the fees are astronomical each month. I feel I will never get this card paid off because Im not able to pay off the entire balance on the card. I just keep paying into nothing.

  

  Business Response

  Date: 01/30/2025

  Dear *******,
  
  Thank you for sharing your concerns with us. We understand how frustrating it can be to feel like you're not making progress on your balance, especially with fees adding up.
  
  To clarify the fees on your account, the $39 annual fee is a standard charge as outlined in the Cardholder Agreement and is assessed once per year. Additionally, a $39 late fee was applied; however, as a courtesy, weve removed this fee on January 29, 2025. Please note that interest charges are applied to any remaining balance at the end of each billing cycle.
  
  For further details on the fees, we recommend reviewing the "Rates and Fee Summary" section of the "Cardholder Agreement."
  
  Your satisfaction is important to us, and we want to ensure you're supported every step of the way. If you have any further questions or need assistance, feel free to reach us at ********************************************************************** or by calling us at ************.
  
  Sincerely,
  Prosper ***************

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair 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.

  My loan application was approved and within seconds it was denied because they said I was high risk of fraud and I didnt do anything wrong they never ask for any documentation to verify my identity and placed a hard inquiry on my ********** report for nothing I want it removed off my credit report or loan application to be processed by a human not a computer.

  

  Business Response

  Date: 01/29/2025

  Dear Jermmie,
  
  We sincerely apologize for any frustration or confusion you've encountered during your loan application process.
  
  After careful review, we regret to inform you that we are unable to move forward with your application at this time. Your loan has been canceled, and your account will be suspended for 90 days. An Adverse Action Notice was sent on January 23, 2025, which includes more details about this decision.
  
  We also understand your concern regarding the hard inquiry and want to reassure you that we've requested its removal from your credit report. Please allow ***** days for this to be reflected.
  
  If you have any questions, feel free to reach out to us at ************ or ************************************************************.
  
  Best regards, 
  Prosper Client Services 

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22846841
  
  I am rejecting this response because: Im not sure why it was suspended. I didnt do anything wrong nor I dont have bad credit . ****************** . Please removed me from your list and delete my account Im no longer interested anymore.  Delete my information otherwise Ill take legal action 
  
  Sincerely,
  
  Jermmie *****

  

  Business Response

  Date: 02/03/2025

  Dear Jermmie, 

  Thank you for your follow up, we truly apologize for any frustration caused. Weve gone ahead and processed your request to opt out of all marketing materials, effective as of today, 2/3/2025. 

  Regarding your account information, we are unable to delete it due to our Privacy Policy, which requires us to retain certain data for legal and operational purposes. We understand this may be disappointing, and we want to assure you that your information will not be used.  

  If you have any further questions or concerns, please dont hesitate to reach out to us at ************ or ************************************************************. 

  Best regards,

  Prosper Client Services 

  Customer Answer

  Date: 02/03/2025

  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,
  
  Jermmie *****

• Initial Complaint

  Date:01/18/2025

  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 keeps sending me mailers telling me I'm pre-approved just to get my info and I'm always denied. I'm sick of the games they are being shady and lying to get my data.

  

  Business Response

  Date: 01/24/2025

  Dear ********,
  
  Thank you for reaching out to share your concerns. We understand how frustrating it can be to receive pre-approved mailers and not have the outcome you anticipated.
  
  Our pre-approved offers are based on certain initial criteria, but final approval depends on the information provided during the application process and a review of eligibility requirements. We want to assure you that these offers are not intended to mislead, and we respect the privacy of your information throughout the process.
  
  As part of addressing your concerns, we have opted you out of future marketing communications to ensure you no longer receive these offers. Please note that this update can take up to ***** hours for calls and emails and up to 90 days for mailers. Please dont hesitate to reach out if you have additional questions or concerns. You can email us at *********************************** or contact by phone at ************.
  
  Sincerely,
  
  Prosper Client Services 

• Initial Complaint

  Date:01/17/2025

  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.

  Today. 1/17/2025, I contacted prosper.com via phone to try to get my online account access. They claim I can no longer access my online account because I closed my credit account. Because of this, I can no longer make my payments online. I am hard of hearing so I have to now have someone else call on my behalf to make payments. This is unacceptable. I am not asking for anything special. I just want to be able to access my information online as all the other customers do. I would like them to reinstate my online account access. I will not accept any other resolution.

  

  Business Response

  Date: 01/24/2025

  Dear ****,
  
  Thank you for sharing your concerns with us. We deeply empathize with the challenges youve faced and understand how important it is to have convenient access to manage your account.
  
  Unfortunately, due to the timing in which the account was closed and when our new online experience launched, we are currently not able to extend online access to your account. We deeply apologize for the inconvenience this has caused and encourage you to continue using our other payment options available to you.
  
  Payments can be made either over the phone with an agent by giving us a call at ************, or by mail:
  
  Regular Mail (Please allow up to 10 business days for payment to be received)
  Prosper Card Services
  P.O. Box 650078
  ****************-0078
  
  Overnight Mail (Please allow up to 1-3 business days for payment to be received)
  Attn: Lockbox 650078
  ***************************
  ********************
  
  For further questions or concerns, you can always contact **************** at 1-************ from Monday to Sunday, 8:00 a.m. EST to 10:00 p.m. EST
  
  Sincerely,
  Prosper ***************

• Initial Complaint

  Date:01/16/2025

  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 responsible for the debt attributed to PROSPER MARKETPLACE IN. There is no contractual agreement between me and PROSPER MARKETPLACE IN, and they have not furnished the original contract as requested.

  

  Business Response

  Date: 01/23/2025

  Dear ******, 
  

  Thank you for reaching out to us. We understand that receiving communication regarding a debt can be concerning, and we want to assure you that we take these matters seriously. 
  

  After reviewing your account, we have confirmed that the account is reporting accurately. We also want to clarify that there has been no prior request for a validation of debt. However, to address your concerns thoroughly, the validation of the debt will be sent to you via regular mail on 1/23/2025. Please allow 7-10 business days for delivery to the address we have on file. 
  

  Once you receive the documents, if you still believe this loan does not belong to you, we kindly ask you to contact us directly at ************, and our team will be happy to assist you further. 
  

  We appreciate your cooperation and look forward to resolving this matter. 
  

  Best regards, 
  

  Prosper Client Services