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:12/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec ******* I received a letter from Prosper stating they decreased my credit limit due to my score change. it happened due to having to pay for my sons lenses for his eyes due to a rare condition and having to pay for a new washer and dryer but I have always paid my bill on time to your company as well as more than the amount you ask. I had planned to pay down these two things after the new year and have used this card responsible. card 9061

  

  Business Response

  Date: 12/24/2024

  Dear *****,   
  
  Thank you for bringing your concerns to our attention. We appreciate the opportunity to provide further clarification.  
  
  Your credit limit was reduced from $3,200 to $2,400 due to a change in your credit score. We sent a letter on 12/10/2024 to explain this.For more details, please refer to the Credit Limit section in your Cardholder Agreement on Prosper.com. We also encourage you to contact the credit bureaus for further insights into your credit score.  
  
  We sincerely apologize for any frustration this situation has caused. Our goal is to provide you with the best service possible, and we hope this information helps clarify the situation.  
  
  If you have any other questions, please feel free to reach us at *************************************** or at **************.   
  
  Sincerely,   
  
  Prosper ***************

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened an account with ********************** (A credit card company, **********) after receiving a pre approved offer in the mail. I got accepted for an $1800 limit with half available immediately via digital card. In the past 24 hours, I have tried unsuccessfully to use that card at 2 separate stores AND for an online subscription purchase. ALL were declined. I have called customer service NUMEROUS times, only to be told that there are No restrictions on the card yet a purchase at Big Lots was declined several times (12.15.24-12.16.24 for $855.99) even after I called to say it was me. Then it got declined at HomeGoods (12.16.24 for $641.99) again after I was told that I would have no problem. And then I tried to do a subscription to MAX online for $16.99 and got an error for Invalid card number. **************** representatives have been very kind but after trying 3 purchases AND sending an email (which got no response) I feel like I am being scammed by this company. I would like for them to sort out the issues or cancel the account because I have zero interest in keeping a card with an $1800 limit if it cannot be used anywhere without them flagging it as fraud or having it say invalid card number or just flat out declined, it is embarrassing and frustrating and I do not wish to be part of their scam or ruse.

  

  Business Response

  Date: 12/24/2024

  Dear ********,

  Thank you for reaching out. We understand that this situation has been frustrating, and we sincerely apologize for any inconvenience caused.

  The security of your account is a top priority, and as part of our protection measures, a restriction was placed on your account after a purchase attempt at Big Lots on 12/15. However, after you contacted us, the restriction was lifted. Unfortunately, another similar transaction attempt at Home Goods on 12/16 led to the restriction being re-applied. Once the restriction was reapplied, all further transactions, including the one attempted for a MAX subscription on 12/16, were denied.

  We want to reassure you that the restriction has now been fully resolved as of 12/20, and your card is fully operational, as we see the charge for the *** subscription was approved on 12/21. We apologize again for any inconvenience this has caused.

  If you have any further questions, please dont hesitate to contact us at ********************************************************************** or **************.Thank you,

  Prosper Client Services

• Initial Complaint

  Date:12/13/2024

  Type:Delivery 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.

  10/16/2024,$200.00 dollars they are saying they didnt get delivered but they have a call service to pick up priority mail they have it but want produce the priority mail postal service says that their call service picked up the mail I believe it to be true that they have it and holding it to make it a bad loan I believe that bad for business

  

  Business Response

  Date: 12/20/2024

  Dear *******,
  

  Thank you for reaching out to our team. We understand how frustrating it can be when payments aren't applied to your account as expected. Please know that we are taking your concerns seriously and are actively investigating the whereabouts of the check that was marked as received on October 16, 2024. While we have not yet located the check, we are committed to resolving this matter as quickly as possible.
  

  That said, it's important to stay current with your loan payments to prevent any disruptions or negative impacts on your account. Since we have not yet received a payment, the account has unfortunately been charged off, as outlined in our policies.
  

  We want to work with you to find a solution, and we encourage you to contact us directly at ************ to discuss the available options for your account. Our team is here to assist you and guide you through the next steps.
  

  Once again, we apologize for any inconvenience this situation may have caused, and we are eager to work with you to resolve it.
  

  Sincerely,
  Prosper Client Services

• Initial Complaint

  Date:12/12/2024

  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.

  This company Prosper will deny your transaction when you have available credit, then when you call they say there was suspicious activity on your account, both tubes for me they said over a week before I was declined and called, they will not tell you what this activity was or is and day they will create a ticket and email me either 2 to to 48 hours, but the week that they knew about this suspected activity they didn't text or call or email me. Not until they declined my card and I called did this suspicious activity seem to exist. This had happened to me twice in 6 months and from other reviews seems to happen to many others. This company does not operate with any fair business sense or morals.

  

  Business Response

  Date: 12/19/2024

  Dear ******,  
  
  Thank you for reaching out to us regarding your concern.  
  
  The security of your account is of the utmost importance and our team has certain precautions put in place to safeguard your information.  
  
  To address the restriction, please know that it was implemented as a precautionary measure.  After reviewing your account, we were able to remove the restriction on your Prosper Credit Card so you should now be able to use your card without any issues. We apologize for any inconvenience this has caused.  
  
  If you have any further questions, please feel free to reach us at *************************************** or at **************.  
  
  Thank You,  
  Prosper Client Services 

• Initial Complaint

  Date:12/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 5th, I received an alert on my phone for my credit card with Prosper, issued by **********************, ** There were 2 Fraudulent transactions for $662.10 at Ticket Master pending. I immediately called prosper card service to report the activity on my account..I was advised it would take 90 days to complete a fraud investigation but the transactions will be blocked , card closed and another reissued...On Nov. 6 there were 4 entries 2 still pending and 2 posted...I called back again, was told the transactions did post but once the investigation was completed the interest charges and credit limit would be reversed ..A provisional credit was added back to the limit and a new card was issued...After speaking to them again they escalated the investigation and today 12/5/24 i recieved and email that they were unable to verify my information and my request was declined and I am responsible for all charges plus my account is permanently closed...I called *********************, it was closed and recieved an automated message that if I had a stolen card call a number. Was not able to speak to anyone...I need your help to resolve this matter..I no longer have access to the account and just made a payment of $120.00 around December 1st, which the min. Payment increased due to Fraudulent charges....I'm left with unauthorized charges and interest and card permanently closed which will affect my score as well and my ability to properly pay Only what I owe.. Please Help!!..Never paid late or missed a payment and prior to the fraud , recieved a credit limit increase.

  

  Business Response

  Date: 12/12/2024

  Dear *********,
  
  Thank you for reaching out to us with your concerns. We understand that this situation has been stressful for you, and we sincerely apologize for any frustration caused.
  
  Thank you for continuing to make your minimum payments on time each month! After reviewing your November statement, we found that the minimum payment of $120.00 was calculated correctly and did not include the charges in the fraud claim that was filed. For more information on how minimum payments are calculated, please refer to 'Payments' section of the Cardholder Agreement. 
  
  On 11/5/2024, we confirmed a fraud claim was filed on the two posted transactions from Ticket Master, both in the amount of $662.10. A provisional credit was applied to your account for both charges on 11/06/2024 while we completed our investigation. It can take up to 90 days for claims to be resolved. 
  
  On 12/05/2024 we completed our investigation and determine the charges were valid. Please note for any disputed charges found valid, you will be responsible for any fees or interest which accrue prior to and during the claim process. Please refer to the email sent on 12/05/2024 for why the account was closed.
  
  Once an account has been closed 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
  ***************************
  ********************
  
  We were unable to locate any calls where you may have reached us outside of normal business hours. If you could provide the date and time of your call when you reached the automated system indicating we were closed, we would be happy to investigate this matter further.
  
  We sincerely apologize for any inconvenience or confusion this may have caused. Should you have any further questions, please feel free to contact us at ************************************** or call our **************** team at ************.

• Initial Complaint

  Date:12/05/2024

  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.

  Bad business practices leading to a dissatisfaction. Offered a loan via Avant (their webbank partner) to help me climb out of my overstressful financial situarion. After applying, I am denied over the very same reasons I am trying to climb out of my situation. I currently had no issues occurring at the time as well. This is Extremely unfair to the consumer and thats bad business practices. How is one supposed to climb out of their financial situation if they are going to be penalized over the very reasons they are climbing out for? Makes zero sense to penalize a consumer whos trying to better themselves. I demand a reconsideration to make this right from the company.

  

  Business Response

  Date: 12/11/2024

  Dear ****,
  
  Thank you for reaching out to us and sharing your concerns. We understand that financial difficulties can be incredibly stressful, and we sincerely empathize with your situation.
  
  Please know that all loan applications are carefully reviewed, and unfortunately, we were unable to extend an offer at this time due to certain factors in your application. We realize how frustrating this can be, especially when you're actively trying to improve your financial situation.
  
  However, I want to clarify that since this was an inquiry only, a soft pull was completed on your credit profile, and it will not have any impact on your credit score or history.
  
  We truly value your feedback, and while we cannot reconsider the decision made regarding your application at this time, we encourage you to reapply in the future if your situation changes. We remain committed to supporting you on your financial journey.
  
  If you have any other questions or need further assistance, please don't hesitate to reach out at ********************************** or give us a call at **************.
  
  Sincerely,
  Prosper Client Services 

• Initial Complaint

  Date:12/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to pay my bill for the last few weeks and nobody is willing to assist. Prosper advised me that my loan was now with ******************* and ******************* emailed me on 25 November and advised that the are no longer servicing my Prosper account. My payment is reaching 30 days and I refuse to allow it to get to 30 days, however, this is not within my span of control, Prosper nor Credit Control will take my payment!!!!!

  

  Business Response

  Date: 12/13/2024

  Dear *******, 
  

  Thank you for reaching out and sharing your concerns. We truly apologize for the confusion and frustration youve experienced in trying to make your payment. 
  

  After reviewing your account, we confirmed that your loan was being serviced by *******************. The email you received on 11/25/2024, stating that Credit Control was no longer servicing your loan, was sent in error, and we sincerely apologize for any confusion this may have caused. 
  

  We also want to let you know that you successfully made a payment on 12/12/2024, and as a result, your loan is now current. There has been no late reporting to the credit bureaus, and your account is in good standing. 

  To ensure that you can always reach us easily, we recommend contacting us by phone to verify that your contact information, including your email address and phone number, is up to date. This will help avoid any future issues with communication and payment processing. 
  

  We understand the importance of keeping your account in good standing and are sorry for the inconvenience caused by this miscommunication. If you encounter any further issues or have additional questions, please feel free to contact us directly. We are here to assist and ensure that your experience moving forward is smooth. 
  

  Thank you for your patience and for working with us to resolve this matter. 
  

  Best regards, 
  Prosper Client Services 

• Initial Complaint

  Date:12/04/2024

  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 have a loan with Prosper Marketplace since April 2024. I sent the last payment on November 26th 2024. I was not aware that the payment didn't go through.I went to the Prosper webpage to check yesterday because the money has not been transferred to them and accepted a temporary agreement that would help me to reduce payments for 3 MONTHS, which I accepted. When I checked my agreement which was only sent to me by email, they have increased all my payments in 30 dollars for the rest of the agreement (until May 2027).I called immediately and was told that they could not change the agreement because it was accepted. I offered to pay the pending payment, they didn't accepted that either. I think this is a very dirty way to make business because I didn't get to read any agreement before accepting, I was not informed they would increased 30 dollars/month for 27 months, outrageous!. Can you help me please.****** **** ****************** Ph ************

  

  Business Response

  Date: 12/12/2024

  Dear ******, 
  

  Thank you for reaching out and sharing your concerns with us. We truly understand how frustrating it must be to encounter an unexpected increase in your monthly payments, and I want to assure you we are here to help. 
  

  On 12/03/2024, a Payment Reduction Plan was initiated through the Prosper portal. Before accepting the new terms, the system displayed the revised payment amounts, including the adjustments after the reduction period. Additionally, tooltips were available to guide you through these changes. Once you accepted, the updated agreement was sent via email and is also accessible in the portal for future reference. 
  

  While we understand that the payment increase came as a surprise, please note that it was part of the accepted agreement. Unfortunately, once the Payment Reduction Plan is accepted, it cannot be modified or canceled, as explained in our FAQs. However, we want to remind you that you are welcome to make additional payments throughout the term if that would help manage the balance. 
  

  We value your trust and are committed to supporting you. If you have any further questions or need assistance, please don't hesitate to contact us at ********************************** or call **************. We are here to assist you. 
  

  Sincerely, 
  Prosper Client Services 

• Initial Complaint

  Date:12/01/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received notice that the credit card I have through Prosper is going to start charging an annual fee. The card is currently restricted as I am going through a debt settlement service and I have not used this card for over a year. I am not trying to get out of making payments for what I owe, but I do want to cancel the card so I dont have to pay a fee on a card Im not using.I tried going online to close it, but the site said my password is not valid (its literally saved in my phone and has not changed) and then locked me out. I tried calling customer service but they say they cant verify my account and they cant help me. I provided my personal information including social security card but they say the phone number on account doesnt match what I am giving them. I have 2 phone numbers - and neither of them have changed in over a decade (way before I set up this account). I can tell them the bank account and debit card numbers that its paid from, the date they pull the charge, etc. but they say they cant help me. They said I need to log in online, but I cant do that since the account is locked and they cant verify my account to set up new login. I just want the card to be canceled so I dont have the annual fee while I continue to make payments.

  

  Business Response

  Date: 12/10/2024

  Dear *******,
  
  Thank you for sharing your concerns. We sincerely apologize for the inconvenience and frustration you experienced while trying to resolve your account issues. We want to address each of your concerns with the utmost care:
  
  We understand your desire to close your account to avoid the annual fee. As requested, your account has been successfully closed, and the annual fee will not be charged.
  
  We acknowledge the challenges you faced while attempting to log in to your online account. After too many failed password attempts, the account was locked. However, since the account is now closed, online access is no longer available.
  
  We also recognize the difficulty you had verifying your account information. On 12/2/2024, our specialist confirmed that the phone number you provided is linked to your account and has been successfully updated in our system. Moving forward, you should be able to verify your account without issue when contacting us.
  
  We deeply regret the inconvenience youve experienced during this process and appreciate your patience as we worked to resolve these issues.For any account-related information, including payment details, please contact our **************** team directly at **************.
  
  Sincerely,
  Prosper ***************

• Initial Complaint

  Date:11/30/2024

  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 received an email from Prosper MC today, 11/29/24 stating my statement was ready. Shortly after, the same day, I received an email stating my payment was past due. How can I be past due today on the same day I received the statement?I spent hours today during business hours calling Prosper MC and was met with repeated rapid busy signals.I spent more hours today trying to log in to my online account and was thwarted repeatedly by silly, invalid error messages.Prosper MC is also guilty of denying legitimate charges I have attempted, causing extreme embarrassment, forcing me to use another credit card.I appreciate and thank the BBB for any remedy regarding the inconsistent, unbalanced, unreliable and, quite simply, the wrong practices of Prosper MC.

  

  Business Response

  Date: 12/06/2024

  Dear *****,
  
  Thank you for reaching out and sharing your concerns. We truly apologize for the frustration and inconvenience youve experienced with your Prosper credit card account.
  
  The past-due email notification you received on 11/29 was related to a missed payment that was due on 11/25. On the same day, you also received a statement for your December billing cycle, reflecting the next due date of 12/25. We understand how receiving these notifications back-to-back could be confusing, and we are sorry for any misunderstanding this caused.
  
  Regarding the declined transactions, we identified a temporary restriction placed on your account on 10/2 due to a security alert, which was resolved the following day. However, the account is currently restricted due to a missed payment. Once the account is brought current, the restriction will be lifted for purchases to resume. 
  
  Regarding your login issues, we reviewed our records and did not find any login attempts for the month of November associated with your account,however we did notice registration for our new mobile app experience is still in progress and a member of our team will be in contact with you regarding the inability to log in to your Prosper account. 
  
  We are still investigating the calls from 11/29/2024 and will follow up with you to the email we have on file once we have more information.We deeply apologize for the frustration and confusion this has caused and if you have any questions or concerns in the meantime, please contact us at ********************************************************************** or by calling our *************************** at ************.
  
  Sincerely,
  Prosper ***************