Complaints

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

close

Find a Location

Prosper.com has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:10/09/2024

  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 paid my Prosper credit card payment on September 28 2024 the payment was due on October 1 2024. I received confirmation that my payment was made, it was made using my routing and account number that was already saved online since my first payment that I ever made to them. I received a text from Prosper that my payment was made and then on October 4th I receive another text that my payment was reversed. At that point I call my bank and was told that Prosper didn't even attempt to withdraw my payment. I call customer service at ********************** and they try and tell me my bank information was wrong but also that they couldn't see my bank information. How could it be wrong? It was the same routing and account number saved since my first payment. I didn't delete it and put it in again wrong, I didn't have to since it was already saved as payment online in my account. This was right after Hurricane ******, ***** had cell service, wifi, most no electricity. I drove 35 minutes to work, with a shelter in place order, the only place that had wifi to make my payment the day after the hurricane. I called Prosper on October 4th and talked to a customer service representative and once again made a payment, she told me that they would remove the late fee. I checked today October 9th and the late fee is still showing on my-account. In addition after I made my payment with customer service by phone on October 4th they blocked my card. I called back in reference to my card being blocked and she told me it was due to me being late, even though I wasn't late paying my account. It was a glitch at Prospers end, nothing to do with what I did which was pay before my due date. I was told it will be blocked until October 14th, we will see. My account is not maxed and I always pay a lot more then what my payment amount is due. I have sent multiple emails to Prosper about this matter and no response back from Prosper. It is extremely frustrating.

  

  Business Response

  Date: 10/18/2024

  Dear ******,
  
  Thank you for taking the time to bring your concerns to our attention. We sincerely apologize for the inconvenience and frustration youve experienced, especially after making efforts to ensure timely payments during such a challenging time.
  
  We understand that you made your payment using saved bank information, and despite receiving confirmation, the payment was later reversed. Weve opened a ticket to investigate why the payment was rejected as "account invalid." Based on our review, your bank details had not changed, and we are looking into why this occurred. In the meantime, we see that you were able to successfully make another payment on 10/4/2024 after re-adding your banking information.
  
  We also recognize that your card was blocked due to the returned payment, and we sincerely apologize for this additional inconvenience.Weve since lifted the restriction on your account after your successful payment, and as a courtesy, we have waived the late fee.
  
  We appreciate your patience while we continue investigating this issue, and we regret that you did not feel adequately supported during this process. We acknowledge that there were opportunities to resolve the situation sooner, and we are committed to ensuring a smoother experience moving forward.
  
  Your satisfaction is our priority, and we are here to help. Feel free to reach us by email at ********************************************************************** or by calling our *************************** at ************.
  
  Once again, please accept our sincerest apologies for the inconvenience this has caused.
  
  Thank you for being a valued customer.
  
  Sincerely,??? 
  ********************** ***************

• Initial Complaint

  Date:10/07/2024

  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.

  I need to waive the annual fee do to sickness there is no hardship program according to the representative but they will waive it if you get automatic payment but she said I had automatic payment and I never did

  

  Business Response

  Date: 10/16/2024

  Hello Debbie,
  
  Thank you so much for reaching out to us about the annual
  fee on your account. We appreciate the opportunity to clarify a few details for
  you.
  
  This fee is assessed on a yearly basis, but it can be waived
  for the first year as a promotion if your account is enrolled in automatic
  payments within the first month of opening. Since we see that your account
  hasn’t been set up for automatic payments since it was opened, the $39 annual
  fee will apply going forward and is unable to be waived.
  
  We also want to let you know that, unfortunately, we don’t
  currently have hardship options available. We understand this might not be the
  news you were hoping for, and I encourage you to connect with our collections
  team for additional support.
  
  If you have any further questions or need assistance, please
  feel free to reach out to our Customer Service team at 800-903-4697. We're here
  for you from Monday through Sunday, 8:00 am to 10:00 pm EST.
  
  Sincerely,
  Prosper Client Services

  Customer Answer

  Date: 10/16/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22390501, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  Debbie Pace

• Initial Complaint

  Date:10/02/2024

  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.

  In November of 2023 I lost my credit card. I contacted Prosper when I noticed there were charges from somewhere out of the country. I had the old card cut off and a new one mailed to me. When I received the new card and tried to activate it, I was told my account had been closed. I was not provided any information as to why. My fraud charges were never investigated. No one ever reached out to me. I called customer service for months trying to get assistance. Since my account was closed, I no longer had information to the location and amounts of the fraudulent charges.

  

  Business Response

  Date: 10/11/2024

  Dear ******, 
  

  Thank you for reaching out and sharing your concerns. We deeply apologize for the frustration and confusion caused by your recent experience. We understand how important it is to resolve these matters clearly and promptly. 
  

  Upon reviewing your account, we confirmed that we received your call on November 21, 2023, reporting unfamiliar charges on your Prosper Credit Card. At that time, we initiated a fraud claim and issued a new card for you. 
  

  On December 19, 2023, we sent a letter notifying you that the fraud claims had been denied. Additionally, on January 24, 2024, an email was sent from our internal fraud team regarding the closure of the account. 
  

  Please note that Prosper is required to ensure the accuracy of credit reporting. As of October 11, 2024, we have confirmed that your credit report is accurate, and the account has been charged off as of August 30, 2024. 
  

  We sincerely apologize for the confusion this situation has caused. If you have any further questions or need additional clarification, please dont hesitate to reach out to us at ********************************************************************** or **************. Were here to assist you. 

  Sincerely, 
  Prosper Client Services  

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22372514
  
  I am rejecting this response because: I would like for someone to reach out to me and explain how charges made in another country which I'm not even sure of are not fraudulent. I need someone to please explain how they came to that conclusion or to re-review the case because that is completely incorrect. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 10/18/2024

  Dear ******,
  
  Thank you for your response. We understand your concerns regarding the charges and the conclusion of our fraud investigation.
  
  For more information regarding your claim, please contact our dedicated support team at ************. They are equipped to address your questions and provide further clarification regarding your dispute.
  
  We appreciate your understanding and hope to resolve this matter to your satisfaction.
  
  Sincerely,
  
  Prosper ***************

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22372514
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:10/01/2024

  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.

  In September I received notice that I have a Prosper Credit Card, which was 30 days late. I received this notice when I went to close on the purchase of my home. I had never even heard of Prosper until this time. I immediately reached out to Prosper and was transferred to their "Near Shore" operations. On the day I called the *** took my report and asked me if I would like a Prosper Credit Card. Which I declined. I also asked that whatever account is associated with me be closed. She said it was and that I would hear back from them in the next few business days. I called them again on September 30th as this is STILL showing up on my credit as 30 days past due. At that time the *** reassured me that the account was closed, and that they were sorry as this was not expedited as I was told previously. She expedited the information to their Fraud Team. I told her I would call back on October 1st.October 1st -- I spoke with 3 separate CSR's Each provided a different story as to why things hadnt been completed previously. I asked each to transfer me to a state side ***. I was shifted around to different near shore "managers" One Manager said my case was closed and denied. The other stated that it was still open and being investigated (EE # Y16) Each of these conversations left me frustrated and without resolution. Each conversation was me detailing the same questions and them reiterating different answers, only to come back and say it would take 90 days for resolution. I asked if the account had been closed. The second *** confirmed that the account had been closed on OCTOBER 1st. Not when they originally told me they closed it. I asked the balance and the account information, which she could only provide the balance. I asked what steps to take to clear this up today and the response was...if this account isnt yours why would you want to pay it off. To which I responded that I AM TRYING TO CLOSE ON MY HOME AND THIS IS HOLDING ME UP.

  

  Business Response

  Date: 10/11/2024

  Dear Janna,
  
  Thank you for bringing your concerns to our attention, and we
  sincerely apologize for any frustration and confusion caused by your recent
  experience. We understand the importance of resolving these matters, especially
  when it impacts significant events such as purchasing a home.
  
  We acknowledge that there were inconsistencies in communication
  regarding the status of your fraud investigation and account closure and have
  taken steps to ensure this does not occur in the future.
  
  We did confirm that we received a call on September 18, 2024,
  advising you did not recognize the Prosper Credit Card and had not opened an
  account with us, and a claim was filed at this time. When a fraud claim is
  filed, this does not automatically close the account but prevents that
  particular card from being used. 
  
  The account was closed on 10/01/2024 and a fraud investigation was
  initiated as per your request. The claim was denied on 10/04/2024.
  
  Prosper is required to
  report accurately and we have confirmed your credit
  reporting is accurate as of October 10, 2024, as a result of multiple
  minimum payments due not being satisfied by the monthly due date of the 10th of
  each month. 
  
  We deeply apologize for the confusion and frustration this has
  caused and are committed to improving our communication and service in the
  future. If you have any other questions, please feel free to reach
  us at [email protected] or at 1-800-903-4697.
  
  Sincerely,???
  Prosper Client Services

• Initial Complaint

  Date:10/01/2024

  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.

  I have tried to close this account, but they keep hitting me with a late fee. All debts were paid off as of April, 2024. The late fees continue and my credit is being impacted. I am not responsible for the late fees. I would like to : A. Close the account; B. Waive any late fees and interest; C. Send only positive information for my credit score.

  Customer Answer

  Date: 10/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/25/2024

  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 had setup an account a while ago and at that time I used a bank account with **********. This account has been closed for some time now. I have emailed them the first time on July 1, 2024 again on July 8, August 4 and September 4, 2024 with no response with the following question "Hello, How do I go about changing my bank info? Thank you" to ************************************ as listed on their **********'s not a large amount of money that I have there but that shouldn't matter. I had thought about maybe adding more but between return and their lack of responses I want my money out.

  

  Business Response

  Date: 10/04/2024

  Thanks for taking the time to communicate with our team, *******
   
  We were unable to locate any emails received from the email address affiliated with your account. However; we'd be happy to assist with updating your banking information!
   
  Please give our team a call at ************ or send an email to ********************************* and one of our **************** Specialists can help!
   
  Sincerely,
  Prosper ***************

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22338954
  
  I am rejecting this response because: why should I be the one who have to do the leg work when I tried contacting them over and over then they cop out by saying they never received my email when I emailed their email supplied by them on their website. This is unbelievable. I will never do business with them again.

  At a minimum I want a step by step list of what to expect to change bank info since I can't do it online but really want a check of my account value. I don't trust having my primary account accessible to them.

  It takes BBB to get involved before they allow you to change your bank info to transfer money?

  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 10/16/2024

  Dear *******,  
  

  Were sorry to hear about the trouble youve had while trying to resolve this issue. We understand your concerns and appreciate your patience. 
  

  Unfortunately, updating your bank account information is a process that requires direct assistance from our investor team. While we wish we can assist you directly through email, we encourage you to contact us at ************, and theyll guide you through the process.  
  

  Should you have any further concerns or need additional assistance, feel free to reach out.  
  

  Sincerely,  
  Prosper Client Services 

• Initial Complaint

  Date:09/19/2024

  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 paid off my entire balance to Prosper after having my account for over 7 months at total of $1400. Within two weeks of paying off my entire balance they told me the had decreased my credit line to $500. They stated that they continuously monitor my credit score and that since it dropped that is why? I have never heard of such a thing and I was unaware that this was happening, it also happened within two weeks of me paying off my entire debt. I am a poor man and I believe they intentionally stole this money from me and made up an excuse to do this. I could have used this $900 they stole from me elsewhere, and now do not have the money that I paid them.

  

  Business Response

  Date: 09/27/2024

  Dear *****,    
  
  Thank you for bringing your concerns to our attention. We appreciate the opportunity to provide further clarification.   
  
  We understand this is not what you expected and apologize for the frustration this has caused. Please know that accounts are automatically reviewed, and your credit limit could increase, decrease, or stay the same based on your individual history. 
  
  Your credit limit was reduced from $1,400 to $500 due to a change in your credit score. We sent a letter on 9/19/2024 to explain this, and our customer service representative also discussed it with you. 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 confusion and 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 Client Services 

• Initial Complaint

  Date:09/13/2024

  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 was approved for a loan of $21,000. I went to enter my bank account information which successfully was added, and then my account gets suspended and the loan request gets canceled. I dont know what kind of business they are doing, and I would like my information deleted from Their database if I am not doing any business with them. I would like further investigation because this seems like a scam after adding my bank account information that they would take the loan off away after signing and agreeing to the terms.

  

  Business Response

  Date: 09/19/2024

  Thank you for reaching out, ********,
   
  On 09/13/2024, we provided an Adverse Action Notice explaining why Prosper was unable to offer a loan. The hard inquiry from your application has been removed, and it may take ***** days to reflect on your credit report.
   
  Unfortunately, we are unable to delete any information within Prosper, per our Privacy Policy which states: For all customers, we will retain your information for as long as needed to provide you services, comply with our legal obligations, resolve disputes, conduct analysis, audits, or to enforce our agreements or as otherwise permitted and/or required by law.
   
  We understand this is not the outcome you were expecting, and we sincerely apologize for any frustration this has caused. We hope you will reconsider us in the future and 
  welcome you to reapply after the 90-day suspension from 09/13/2024.
   
  If you have any additional questions or concerns, please contact us at ************************************************************ or call us at ************. 
    
  Sincerely, 
  Prosper Client Services 

• Initial Complaint

  Date:09/13/2024

  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 was getting a loan they put checks in account and bought gifts cards now my account is negative I put some money back in account but out of ******

  

  Business Response

  Date: 09/18/2024

  Thank you for reaching out to our team *******!  
  

  We can confirm Prosper didnt play a role in or the contribution to the communication you received. Unfortunately, the actions described were carried out by a third party not associated with Prosper, and we deeply apologize that we cannot provide further assistance. 
  

  We highly recommend reaching out to your bank and the three major credit bureaus to see what assistance they can provide for you.   
  

  Once again, we are extremely sorry to hear about your experience but if you have any additional questions or concerns, please email us at ********************************** or call us at ****************. 
  

  Sincerely,  
  

  Prosper Client Service 

• Initial Complaint

  Date:09/13/2024

  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.

  Prosper is reporting late for Feb, March, June, July and Aug. They are incorrectly reporting balance as $1400.00. Correct balance is $609.09. They are reporting Feb-July ***** days late. I paid $200 on Feb 14 for Feb. I paid on March 14 for March. I paid $450 on April 3 for April. I paid $200 on April 10 for May . I paid $200 on May 25 for June. I paid $324 on July 22 for July. I paid $300 on Aug 20 and $295 on Aug 28 for Aug I paid $300 on Aug 30 for Sept I disputed with credit bureaus who advise Prosper reported a balance of $1400 and reported above months were all ***** days late. The inaccurate reporting has temporarily destroyed my credit and caused incredible stress and anxiety that is interfering with my happiness and life and well being. My credit is very important to me and Prosper Cards negligence in reporting accurate information is negatively affecting my well being and finances. Please help me restore my credit and have Prosper correct the inaccuracies they have reported. Thank you!

  

  Business Response

  Date: 09/20/2024

  Dear *****,
  
  Thank you for sharing your concerns. We take your feedback seriously and would like to address the issues youve raised based on our research.
  
  Our records show that a payment due on January 7, 2024, was missed, and the payment attempted on January 17, 2024, was reversed due to Non-Sufficient Funds. As a result, the account entered a past-due status. The $200 payment made on February 14, 2024, did not cover the full minimum due for the February billing cycle, resulting in further delinquencies. 
  
  We are happy to see that the payments from March 15th,April 3rd, and April 10th were all successful and you were able to bring your account current by the April 2024 billing cycle however, the May 2024 payment was missed, which resulted in the account falling back into a past-due status. We have confirmed there was a $200 payment attempted on May 25th, 2024, however this payment reversed due to Non-Sufficient ******** further payments were received until July 22, 2024. 
  
  Prosper is required to report accurately and we have confirmed your credit reporting is accurate. 
  
  We deeply apologize for the confusion and frustration this has caused. If you have any other questions, feel free to reach us by email at *************************************** or by calling our *************************** at ************.
  
  Sincerely,???
  Prosper ***************