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:11/23/2024

  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.

  Have been trying to Login on their Website to make a payment for a week now but cannot. It is not working properly. I have called customer service & sent emails trying to get this taken care of. NO response. Tried changing my password but it didn't make a difference. I am now receiving emails wanting me to pay the credit card payment immediately. I finally called them today (11/23) to make a payment, and, once again, told them about their Website. Agent said I would have to speak to customer service again. I'm not calling them AGAIN. The Agent took my $30.00 payment but gave NO confirmation number! Headquarters needs to realize that their ************** customer service do NOT care about the customers or their problems.******* ******

  

  Business Response

  Date: 12/03/2024

  
  Dear *******,
  
  Thank you for sharing your concerns, and we sincerely apologize for the inconvenience and frustration you experienced. We understand how important it is to have reliable access to your account and a smooth payment process, and we regret any difficulties you encountered.
  
  We reviewed your interactions and noticed a call on 11/21/2024 where the line was disconnected during a transfer to the correct department. When you called again on 11/23/2024, our team was able to assist with processing your payment, but we understand your concerns about needing to follow up further for your login issue.
  
  While the agent processed your payment, we do not typically provide confirmation numbers as part of our standard process. However, please rest assured that your $30 payment has been successfully applied to your account.
  
  Our records show a successful login on 11/13/2024, followed by an unsuccessful attempt on 11/21/2024. However, it appears a password reset has not been completed. To resolve this, we recommend calling our customer service team so we can troubleshoot and restore your access promptly. You can reach us at ************, and we will do our best to resolve this matter efficiently.
  
  Thank you for bringing this to our attention, and we value your feedback as it helps us improve. If you have further concerns or need additional assistance, please dont hesitate to reach out.
  
  Thank you for being a valued customer.
  
  Sincerely,
  ********************** Client Services 
  

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22597647
  
  I am rejecting this response because: I have desperately to Log In on your Website. Still not working. I am now LOCKED OUT of my account.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 12/10/2024

  Dear *******,
  
  Thank you for following up and sharing your continued concerns.
  
  We apologize for the frustration you've experienced in accessing your account. Your feedback is important to us, and we are committed to resolving this issue.
  
  While we previously provided troubleshooting steps and requested screenshots for escalation, we have not yet received a response. Rest assured, our team is ready to assist and expedite the process.
  
  To resolve your login issue, we recommend the following:
  - Ensure your browser is up to date.
  - Clear your cache and cookies.
  - Try resetting your password again.
  
  If the issue persists, please contact us directly, and we will escalate the matter. Our **************** team is available at ************ or via email at **********************************************************************.
  
  We regret the inconvenience this has caused and appreciate your patience. Please reach out if we can assist further.
  
  Sincerely,
  Prosper ***************

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22597647
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 12/12/2024

  Prosper asked me to clean my Laptop. My laptop IS cleaned. Didn't help. Have tried using ****** Chrome and ********* Edge both with NO results Tried to Login again Also tried to change my Password also. Once again, NO results. Am now Locked Out of my Account. 

  

  Business Response

  Date: 12/17/2024

  Dear *******,
  
  Thank you for reaching out to us regarding your concerns with the restriction on your account. It appears this is a duplicate submission which we have previously addressed. Please refer back to our previous response for more information. 
  
  If you have any further questions or need additional assistance, feel free to reach us by email at *************************************** or by calling our *************************** at ************.
  
  Thank you for being a valued customer.
  
  Sincerely,???
  
  ********************** ***************

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22597647
  
  I am rejecting this response because: I just tried to log in again. Cannot. Asked for a link to be sent to my email ********************** to change my Password. NONE sent. Have given up. I need my statements/billing sent to my home from now on (********************************************). Will have to pay by mail. I have ABSOLUTELY NO idea of when my Card Payment is due. And, I have ABSOLUTELY NO idea of what charges are on my Card. I do know that when I called my Payment into you are now charging Late Charges on the Card. This is not my fault. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 12/24/2024

  Dear *******,
   
  Thank you for following up. Once again, we sincerely apologize for the frustration and inconvenience youve experienced while trying to access your account and obtain your billing information. We understand how important it is to have clear and easy access to your account details, and we are fully committed to resolving this for you.
   
  We have reviewed your account and noted that there has been no recent password reset attempts since your last contact with us. To assist you, we have sent an email on 12/24/2024 with detailed steps to troubleshoot and reset your password. This email includes instructions to help you regain access to your account. If you do not see the email in your inbox, please check your spam or junk folder, as it may have been filtered there.
   
  Additionally, weve attached copies of your most recent account statements to the email for your review, allowing you to check your billing and payment details. If you would prefer to receive paper statements going forward, we can update your account preferences accordingly.
   
  We also understand your concerns regarding late fees, and we want to reassure you that we are here to help with any questions you may have regarding your payments or charges. Should you encounter any further difficulties, please don't hesitate to contact our **************** team at ************ or email us at ********************************************************************** for additional support.
   
  We truly value your feedback, and we apologize again for the inconvenience caused. Thank you for your patience as we work to resolve your concerns.
   
  Sincerely,
  Prosper Client Services
  

  Customer Answer

  Date: 12/25/2024

   
  Complaint: 22597647
  
  I am rejecting this response because: First do NOT tell me I did not attempt to change my Password. I tried many times. Apparently no one there knows what they are doing. I did receive your email recently and it finally did let me change my Password. I was able to login to Prosper.com. But when I went to check my Card Balance and so forth, I had to login AGAIN. Could not. I was told "Login Failed. Enter a ***** username and password". I am sending a letter to your Headquarters of this and telling them I MUST have my statements mailed to me from now on. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:11/22/2024

  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 am not liable for this debt with , I do not have a contact with prosper.com,they did not provide me with the original contract as requested.

  

  Business Response

  Date: 11/28/2024

  Thanks for reaching out to our team *******. 
  
  Though a thorough investigation was completed earlier in 2024, our team completed another review upon submission of this BBB claim. 
  
  After completing our secondary inspection, it was determined that the research completed earlier in the year was accurate, along with your credit bureau reporting. A detailed letter explaining the outcome of this exploration was sent to you on 10/29/2024.
  
  Your terms were delivered to you on 08/11/2024. However, we've sent a copy of these terms to the email address we have on file for you. 
  
  If you have further questions regarding payments, account history or any other general concerns, please contact us at *************************************** or **************.
  
  Sincerely,
  Prosper ***************

• Initial Complaint

  Date:11/20/2024

  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 struggling with finances since last year due to a medical emergency with my son who had to have emergency surgery. I took out this loan from Prosper. I had difficulty obtaining employment and had been struggling to make ends meet. I was able to set up an agreement to pay a certain amount monthly. Last month I had some extra expenses and was not able to make the agreed payment. Instead of allowing me to make the payment the account was sent to collections less than thirty days after missed payments. I received a letter today (11/20) at 9:35 that stated if I can make a payment by 11/13 that my account would be updated. However, I just received this letter today and was told that they attempted to contact my via phone but I received no missed calls or voicemails stating such. The letter is a week later from this final 11/13 due date. I called to work out an agreement. I asked to speak to a higher level supervisor but the associate Tolu refused and stated there was no one available to speak to me. I asked her for the information regarding the collections company and she refused to provide this information. How is this legal?

  

  Business Response

  Date: 11/29/2024

  Dear *******,
   
  Thank you for reaching out and sharing your concerns with us. We understand the challenges you have faced, and we appreciate the opportunity to clarify the situation.
   
  After reviewing your account, we found that you were enrolled in a settlement agreement, which was established on 12/15/2023. Unfortunately, due to a missed payment in October 2024, the agreement was not satisfied within the required 10-day window, which caused the settlement to be voided. As a result, your account reverted to the original loan terms, and the past due status was updated accordingly.
   
  On 11/20/2024, your account was charged off due to being 128 days past due. Unfortunately, once an account is charged off, this status cannot be reversed or undone.
   
  Regarding the communication you mentioned, we apologize for any confusion caused by the letter and missed contact attempts. To explore further options for resolving the outstanding balance, we recommend contacting our collections partner directly. They can be reached at ************ or via email at *********************************************************.
   
  If you have any further questions or need additional clarification, please dont hesitate to contact us. We value your feedback and appreciate your patience.
   
  Sincerely,
   
  Prosper Client Services  
  

  Customer Answer

  Date: 11/29/2024

   
  Complaint: 22582700
  
  I am rejecting this response because:
  I didnt receive notice until 11/20/2024 that the account was going to be charged off. The letter stated the 11/13/2024 a payment had to be made but when I called I was told nothing could be done. I attempted to contact you all on 11/20 to make a payment but was told my information was already in process to a collections company. This is unfortunate. I will never do any business with this company again because the response I received is that there is nothing to do. Therefore, I have no reason to communicate with this company again. Honestly, this action from your contradicts that you actually are understanding of my situation. Clearly if I have already been struggling you all made it worse sending this bill to collections.
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 12/09/2024

  Dear *******,
  

  Thank you for your follow-up. We apologize for any confusion regarding the status of your account. We are currently reviewing the details of your case, including the communication you received on 11/20/2024.
  

  Once our review is complete, we will reach out to you directly to discuss the next steps and any available options.
  

  We appreciate your patience and will be in touch soon.
  

  Sincerely,
  

  Prosper Client Services

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22582700
  
  I am rejecting this response because: please see attachment.
  The mistake on this companies behalf was made about the email communication. If I received communication before 11/13/24 I could have made a payment. Since I didnt receive this communication and the account was still sent to collections. I do not agree with this decision. I will not be paying this balance.
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 12/17/2024

  Dear *******,
  
  Thank you for reaching out to us. We deeply apologize for not being able to provide further assistance with your request. While we recognize there were some opportunities on our end,please rest assured that your account was thoroughly and accurately assessed.Weve escalated the matter internally to prevent this from happening again in the future.
  
  For more details, please refer to the email we sent you on December 11th, 2024. If you have any additional questions or concerns, we are here to help. Dont hesitate to contact us at ********************************** or call us directly at ************.
  
  Thank you for your understanding, and we look forward to assisting you further if needed.
  
  Best regards,
  
  Prosper Client Services
  

• Initial Complaint

  Date:11/13/2024

  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 received a notice about my credit card payment being late. Which should have never happened because my account was on autopay. When I looked on the app after reading my email, I seen that my auto pay option was somehow turned off! Now my credit report will have the first late payment in years! Because of this, It will make my plans to purchase a home more difficult. I even saw other reviews on ****** of the same experience with other costumers! I feel they are doing this on purpose to create late fees! When I called prosper to ask them why my auto pay was turned off, I was told it was never on. Which is not true. To resolve this issue, I would want prosper to notice their error to the credit bureaus to have the late payment removed from my report

  

  Business Response

  Date: 11/22/2024

  Dear Jucoy,
  
  We sincerely apologize for any frustration or inconvenience you have experienced regarding your autopay settings and the resulting concerns about your account. We understand how important it is to have confidence in the functionality of your account and appreciate the opportunity to address your concerns.
  
  After thoroughly reviewing your account, we found that autopay was first activated on November 13th, 2024, which aligns with the date you mentioned setting it up online. Prior to this date, our records show that all payments on the account were made manually.
  
  Weve also confirmed that your payment on November 13th,2024, was processed after your due date of November 9th, 2024. However, this has had no impact on your credit report or score, as the late payment was not reported to any credit bureaus. Additionally, As a gesture of goodwill, we have waived the late fee associated with this matter as a courtesy.
  
  If there is anything additional we can assist you with,please don't hesitate to contact us directly. Feel free to reach us by email at *************************************** or by calling our *************************** at ************.
  
  Thank you for being a valued customer.
  
  Sincerely,??? 
  
  Prosper ***************

  Customer Answer

  Date: 11/23/2024

  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,
  
  Jucoy *******

• Initial Complaint

  Date:11/12/2024

  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 paid off my balance with Prosper cards to zero dollars being owed.I check with my bank to find out that the amount of money that was paid to zero the card had been taken out of my bank account.I called ********************** cards to ask them to bypass the five day waiting cycle since the money had already been received according to my bank. The next day they lowered my credit limit by $1200. They claimed that they did a credit check, however, I believe it was in retaliation because I would not back down on my request to have the five day period reduced to immediate. During the phone call, they said that they would get back with me in 24 hours which they did not. I called them regarding the $1200 decrease in my credit limit. Ive called them twice and each time they said someone would get back with me within 24 hours which is not happened.

  

  Business Response

  Date: 11/22/2024

  Dear *****,  

  Thank you for reaching out and sharing your concerns. We completely understand your frustration and sincerely apologize for any confusion or inconvenience youve experienced. We want to assure you that Prosper would never take action in retaliation against our customers. 
  

  Regarding the recent decrease in your credit limit, this is due to changes in your credit report, which resulted in the reduction of your line of credit. We recommend reaching out to the credit bureaus for more information about these changes, as they are the source of this adjustment. 
  

  While we understand that this situation may be disappointing, the terms for credit limit changes are outlined in the "Credit Limit" section of your Cardholder Agreement, which is available on Prosper.com. Unfortunately, we are unable to restore your credit limit to its previous amount, but please know that this decision is based on standard credit reporting practices. 
  

  If you need further assistance, feel free to reach out to us directly at *************************************** or by calling **************. 
  

  We appreciate your understanding and thank you for being a valued customer. 
  

  Best regards, 
  

  Prosper *************  

   

• Initial Complaint

  Date:11/11/2024

  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.

  Section FCRA 611(a)(6)(B)(iii) and (7) of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information. Fair Credit Reporting Act, 15 U.S.C. 1681s-2 Section 623(a)(8)(D) Section 603(p), must notify consumers in writing if they may furnish or have furnished negative information to a CRA. Section 623(a)(7).According to 15 U.S.C 1681s-2(a)(1)(A) and (B)to report inaccurate informationPlease DELETE this information from my credit report, pursuant to section 611 of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information.According to 15 USC 168i(15) the credit bureaus have to modify or Delete fraud Account that are not reporting accurately. According to 15 USC 1681b(1) the credit bureaus dont have no written permission. According to 15 *** 1681 have the right to privacy According to 15 *** 168s- 2 A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate . (B) Reporting information after notice and confirmation of errors According to 15 *** 1681 I have the right to privacy According to 15 *** 1681s-2 A person shall not furnish any information relating to a consumer to any any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. (B) Reporting Information after notice and confirmation of errors A person shall not furnish information relating to a consumer to any consumer reporting agency (i) The person has been notified by the consumer, at the address specified by the person for such Notices, that specifies information inaccurate, and (ii) the information is, in, fact, inaccurate. Inaccurate Information on my credit report is causing me financial distress.PROSPER MARKETPLACE IN Amount:$40000 Date:9/28/2024 Acct#*******

  

  Business Response

  Date: 11/14/2024

  Dear *****,
   
  Thank you for reaching out to us regarding your concerns about the account on your credit report. We understand the frustration and inconvenience this situation has caused, and we want to assure you that we are taking your request seriously.
   
  Weve received your request to remove the fraudulent account from your credit report. While we are unable to remove the account during the ongoing investigation, we previously sent an email on November 13, 2024, outlining the next steps.
   
  To continue the investigation, please respond to that email with the required documentation within 30 days. Once we receive the necessary documents, we will review your case and provide an update on the status of the investigation.
   
  Rest assured, we are committed to resolving this matter as quickly as possible and will notify you of any changes to your credit report once the investigation is complete.
   
  If you have any questions or need further assistance, please do not hesitate to contact us at ************************************************************ or by calling ****************.
   
  Thank you for your patience and understanding.
   
  Sincerely,
  Prosper Client Service  

• Initial Complaint

  Date:11/11/2024

  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.

  My account from hacked ********************** was informed The account was opacity a $900 credit limit. Because of the hack some added a new bank account. And it looks like they tried to pay with account and the charges were reversed. The some of the chats in excess of five thousand. Proper is informing me that they did and investigation and am responsible. Saying I defrauded them giving the wrong information. I have looked up complaints against them and it seems like this is a regular complaint against them This has been going on for four months dispute me calling in multiple times. This has damaged my credit sustainability. Am not sure but maybe this company is in business to defraud the consumers

  

  Business Response

  Date: 11/21/2024

  Dear ******,
  
  Thank you for reaching out to us regarding your concerns. We understand how concerning and stressful this situation must be, and we deeply regret any miscommunication or delays you have faced.
  
  There was an opportunity for our group while working with you and we have taken steps to ensure similar issues do not occur in the future. 
  
  On 10/19/2024 your claim was filed as a dispute and not as a fraud claim. On 10/24/2024, a letter was sent to the address on file to request additional information and on 11/14/2024 our team attempted to reach out by phone, however we were unable to reach you, and no further information was received.
  
  As of 11/15/2024 we have filed a fraud claim with the information obtained from the initial call on 10/19/2024. Please allow up to 90 days for the investigation to be completed. If our team needs any further information, they will reach out. 
  
  We deeply apologize for the confusion and frustration this has caused. If you have any other questions or concerns, please contact us at ************ or email us at **********************************************************************. 
  
  Sincerely,
  Prosper ***************

• Initial Complaint

  Date:11/11/2024

  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.

  When I opened the credit card I was given a $1,400 credit line. Each month I paid off the balance in full (even before the due date). Without any notice, they suddenly dropped my credit line down to $500. And the only explanation I received was a very rude gentleman telling me to contact the credit bureau as to why there was a decrease. Meanwhile, my salary is higher than when I opened the card, my credit scores are higher than when I opened my card. This simply does not make any sense. I would like to pay off the credit card (once all of the pending transactions post) and to close this account WITHOUT any negative action on my credit reports. I took a ding to open up the credit line, but I should not receive a ding for closing it. I feel as though the credit card company falsely gave out a credit line to gain business and then do the consumer wrong. I've never had this issue and have never been treated so poorly.

  

  Business Response

  Date: 11/21/2024

  Dear *****,
  
  Thank you for reaching out and sharing your concerns. We apologize for the frustration caused by the credit limit decrease and your overall experience.
  
  The reduction of your credit limit from $1,400 to $500 was based on a review of your credit profile, as outlined in the notice sent on November 10, 2024. While we understand this may be disappointing, the terms for credit limit changes are detailed in the "Credit Limit" section of your Cardholder Agreement, available on Prosper.com.
  
  We also reviewed your interaction with our representative.While the agent provided accurate information, we regret if their tone or delivery came across as unhelpful. We are committed to improving our service and ensuring all interactions are respectful and informative.
  
  Regarding account closure, while it wont directly harm your credit, it may have varying effects depending on your profile. We recommend contacting the credit bureaus for personalized guidance.
  
  We apologize again for the confusion and are here to help with any further questions at *************************************** or **************.
  
  Sincerely,
  Prosper ***************

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22539494
  
  I am rejecting this response because:

  It does not collaborate with my credit profile.  My scores INCREASED. I had ZERO changes in accounts. I have ZERO delinquency in payments. There is no justifiable reason to lower a credit limit when there were no negative changes in the credit history/reports. And especially when I was paying my balance in full prior to the due dates. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 11/26/2024

  Dear *****,
  
  Thank you for reaching out again and sharing your concerns.We understand how upsetting it must be to experience a reduction in your credit limit, especially when your credit score has increased and youve consistently managed your account responsibly.
  
  Credit limit adjustments are based on a variety of factors,including credit bureau data and internal reviews. While we know this decision may feel unexpected, it was made following the criteria outlined in the notice sent to you on November 10, 2024.
  
  If you have any further questions or need additional support, please dont hesitate to contact us at *************************************** or **************. We value your feedback and appreciate the opportunity to assist you.
  
  Sincerely,
  Prosper ***************

• Initial Complaint

  Date:11/10/2024

  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 never had more trouble than this company they literally are ridiculously make excuses for things they mess up saying my bank rejected and payment reversed to charge me fees, I made a payment on Nov 1 and woke up to a reversal payment that wasnt posted until the next business day which is nov 2 when my due date is nov 3, I called and spoke to 3 representatives on Nov 9 and they all told me I do have a reversal but I do see that there is a additional payment that processed for nov 3, so I advised them that I received a text message yesterday nov 09 saying Milliesely,Your card ending in _____ through Prosper has a required payment that is now past due. Please pay today This is an attempt to collect a debt and any information obtained will be used for that purpose ******** times speaking to different representatives the First **** told me you will need to email us a screenshot of your bank statement. Showing you made the payment $30.00, you sent me a text messages letting me know my payment was posted on Nov 05 and still requested proof that I paid, do I need to do your job as well ? as Im speaking with her I tell her that the app is telling me that my next payment due date is Dec 3 PLUS, meanwhile I can see my new statement posted Nov 6 and it tells me that u received payment on Nov 2, while Im the phone with them I GET A TEXT The status of your Credit crd has changed to blocked on 11/09 so I asked her why was my card locked n she told me we cant lock the card but mean while she tells me nothing can be done So i decided to pay them there $30.00 for Nov 3, so it doesnt affect me . HOW IT CAME BACK AS A REVERSAL! VERY FRUSTRATED & still charge me a LATE FEE ON! On Nov 9 Definitely working paying them off and shutting down anything to do with them. The nightmare stories on BBB on them to do loans etc they are a scam finding ways to get more money or lying to get fees.

  

  Business Response

  Date: 11/19/2024

  Dear Milliesely,
  
  Thank you for reaching out and sharing your experience with us. We sincerely apologize for the frustration and confusion youve encountered while managing your account,especially regarding your recent payments. We understand how important it is for you to have clarity and confidence in your accounts status, and we appreciate the opportunity to address your concerns.
  
  The payment attempted on November 1, 2024, for $30 was reversed on November 8th, 2024, due to insufficient funds. We acknowledge that this reversal led to a late fee being assessed. Please know that we had previously waived a late fee as a courtesy earlier this year, and we were unable to provide an additional waiver. However,we can confirm that this late payment has not been reported to the credit bureaus. 
  
  We understand the frustration of receiving conflicting information from our representatives. The email sent to you on November 5th was intended to acknowledge the receipt of your payment, but it was still pending processing at that time. When you contacted us on November 9th, our team was requesting documentation from your bank to confirm the payment status as our system showed a reversal. We regret any confusion this caused and will continue to work on improving our communication to avoid such misunderstandings.
  
  The restriction was placed due to the reversed payment, as a precautionary measure. We are pleased to see that you were able to successfully make another payment, and while the restriction is still in place, it will be lifted within 10 business days from the date of the successful payment.
  
  Your satisfaction is our priority and deeply apologize for the confusion. Feel free to reach us by email at *************************************** or by calling our *************************** at ************.
  
  Thank you for being a valued customer.
  
  Sincerely,???
  ********************** ***************

• Initial Complaint

  Date:11/08/2024

  Type:Product 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 sent in a check (from a bank) to pay off my current loan with tracking information. I sent them 2 emails and called them twice. They have ignored my emails and when I call they say they are working on the issue, but can't seem to find the check. The check was from Morgage connect LP dated 10/23/24 with my married name - ******* **** and check number *****. I sent the check via **** to Prosper Funding off main street. It was delivered to their mail box and no one can find it. Tracking number: **********************. Delivered, In/At ******************************* October 31, 2024, 5:11 pm They keep telling me someone is looking into it - I would like to know who this "Someone" is!!

  Customer Answer

  Date: 11/12/2024

  Payment was finally received. Please close this request. Thx