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:03/07/2023

  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.

  Today the website said there will be no hard inquiry, they ran my credit and I lost points. They need to remove the credit check and honor what their website says.soft inquiry only

  

  Business Response

  Date: 03/14/2023

  Dear ****,
  
  We're sorry to hear about your recent experience and we apologize for any frustrations caused.
  
  Checking rates will result in a soft inquiry. A hard inquiry will occur after terms have been signed. However, the hard inquiry issued will be removed from your credit profile and the changes should ************** ***** days.  
  
  If youre still interested in applying for a loan through Prosper, we recommend waiting at least 90 days before applying again.
  
  For further questions or concerns, you may contact **************** at ************, Monday through Friday from 6am PT to 5pm PT or by emailing **********************************.
  

  Thank you,
  Prosper Client Services

• Initial Complaint

  Date:03/04/2023

  Type:Sales and Advertising 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 an email today from Prosper stating I was turned down for a loan I never applied for. I have no idea what this is about. I do not need a loan nor do I want to hurt my credit scores. The email said not to reply and I didnt see a phone number to call.

  

  Business Response

  Date: 03/10/2023

  Dear ****,
  
  Thank you for reaching out to us regarding your concern.
  
  The email you received was sent from Prosper in response to a loan request submitted in your name,which may have come through one of Prosper's partner websites such as Credit Karma. No hard inquiry was incurred on your credit profile, and no loan has originated.
  
  If you have any other questions, please feel free to contact us at ************ or ********************************** 
  
  Sincerely, 
  Prosper Client Services 

  Customer Answer

  Date: 03/10/2023

  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:03/01/2023

  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.

  HORRIBLE HORRIBLE HORRIBLE Filipino customer service!! These people DO NOT UNDERSTAND EVEN BASIC ENGLISH QUESTIONS, COMMANDS, OR RESPONSES!! HORRIBLE service from ***, *********, *****, and *****, especially *********, *****, and ***. I need an ACCURATE ADVERSE ACTION notice that reflects that my credit application was denied because of negative history on my file. Your Adverse Action notice erroneously indicates that "Unable to verify id entity, employment, credit history, income or other information on the application", which is incorrect per ****, Supervisor in the ************************ Credit Karma ensured me guaranteed approval for a Prosper Card or they'd pay me $50, and I need the Adverse Action notice to reflect the CORRECT REASONS FOR WHY MY APPLICATION WAS DENIED.

  

  Business Response

  Date: 03/10/2023

  Dear ****,
  
  Thank you for reaching out to us about your concerns.
  
  The Adverse Action Notice you've received is correct and was not the result of any credit freeze put in place. We truly apologize for any misinformation provided to you.
  
  We listened to multiple interactions and found opportunities to improve. We have raised these observations with senior leadership to prevent other instances from occurring in the future.
  
  Should you have any other questions, you can reach out to us via ***************************************
  
  Sincerely,
  Prosper ****** Services

  Customer Answer

  Date: 03/10/2023

  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.

  Credit Karma has also agreed to pay me the $50 promised if declined a Prosper Card, since they ensured approval. 

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

• Initial Complaint

  Date:02/24/2023

  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 have had good ?? relations with Prosper over 6 plus years & two loans. Totaling over $30,000 In the form of two loans. In 2020 during the pandemic ??, i requested & received a deferment, or so I thought. The deferment, they called a skip pay, I later came to find out. In finance, semantics is critical. A deferment extends the term or maturation date of the loan & my auto withdrawal would have stayed in tact along with my over 800 credit rating. Instead I received an awkward call the day after thanksgiving Nov. 26, 2022. I had been assigned to the collections department. Again, semantics matter so the call their division something else, arrears or something like that. So, here I am a perfect record with Prosper & have taken two loans over 6 years & have not had one late pay. On time & a perfect record. Sent to collections. I thought they were calling to offer a better rate on another loan given my tract record. I literally thought this because one loan was done & completed & the other was extremely close or done as well. This lady informs me I have more payments due & must go on line & fill out an agreement to continue!! I remembered the deferment but she used another term calked skip pay. She was not cordial like other departments from Prosper had been. I told her i wanted to continue in perfection & offered & paid $100.00 immediately towards this debt completion. She indicated I needed to go on line & complete agreement of $50.00 per month if I remember properly. I told her i would but it was Thanksgiving time & i flat out forgot. I went out of town the next day. Then Christmas ?? & I got back again from holidays. I rarely look at my email & prefer phone or text. No reminders, no courtesy call, no additional email even to attempt to remind me of the agreement. I went onto prosper to look at rates available because I had spotless credit with Prosper & an excellent rate over 800. Thinking I might take another loan & thats when i saw they said the last loan was 30 days late. I called immediately. To say what happened next was customer service would be a stretch. More like royal run around and excuses rendered. They have had lots of trouble with many clients on the false deferments they offered in 2020. Instead of finishing out the loans as set & determined they send clients to collection department to create a contract which is misleading & confusing. Im not alone in this. They dinged my credit three times in January of 2023. They reviewed my request & each time indicated they were not culpable in anyway. They indicated that I was the offender. My credit dropped 100 points. They said that because it was a skip Pay i was actually late (3) times!!!!Complete hogwash. I want all credit dings removed & a letter of apology in writing. This has been a bad experience & they alienated a devout client who was impeccable up to the end. Then they sent me to collections. I made an error perhaps however their policy is major flawed & in need of a review. I have solicited your organization & Experian on this matter. I was a good client treated extremely poorly at the end of a successful contract.Again. Corrective action on credit & a written apology acknowledgment of a flawed policy. Thank you for your help in this matter ************************* Sincerely

  

  Business Response

  Date: 03/03/2023

  Dear *****,
  
  Thank you for reaching out to us regarding your concerns.
  
  We are glad we were able to offer a relief option to help during a challenging situation. An email was sent when the relief was offered (04/04/2020 and 04/25/2020) which explained the repayment terms.
  
  After further review of your account, it has been determined that incorrect guidance was provided. We sincerely apologize for the confusion and have taken the necessary steps to correct the credit bureau reporting. Please allow ***** days for these changes to reflect on your credit profile.
  
  If there are any additional questions, please feel free to contact us by email at *********************************** or by phone at ************.
  
  Sincerely,
  Prosper ****** Services

• Initial Complaint

  Date:02/24/2023

  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 approved for a ****** loan but had some issues, and was told by customer service to make a new account using a different email. I made a new account with a different email and it locked me out of my original account. I have sent multiple emails and phone calls but have yet to get a response. Im okay with Prosper not extended me a loan but now I have this on my credit report saying I have a loan with them for an unknown amount and its preventing me from getting a loan anywhere else. I need them to either finish the loan or remove the account from my credit report, but cant get any help from Prospers customer service. Thank You

  

  Business Response

  Date: 03/03/2023

  Dear ****,
  
  Thank you for contacting us regarding your concern. We apologize for any frustration. At this time no new loans are being reported to ***********. However, a hard inquiry was incurred when terms were accepted. The listing tied to that inquiry was cancelled at your request before it could originate as a loan. Unfortunately the hard inquiry cannot be removed as it was not incurred in error.
  
  If you have additional questions, feel free to contact us by email at ********************************** or call us at ****************.
  
  Sincerely,
  Prosper ****** Services

• Initial Complaint

  Date:02/23/2023

  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 paid off my balance online and closed my account on December 20, 2022 due to a fraudulent transaction that appeared on my account. I thought everything was fine until I received a statement in the mail that says I owe a certain amount. I was charged an annual fee, a late fee and interest, even after my account was closed. I worked so hard to fix my credit these past few years, and this company is trying to destroy me. I need an explanation and refund ASAP. I

  

  Business Response

  Date: 02/28/2023

  Dear ******,
  
  Thank you so much for reaching out to us regarding the balance/credit reporting that has occurred. We sincerely apologize for any frustration and inconvenience this has caused.
  
  After reviewing the account, we have requested that the balance of $82.68 be waived/credited to bring the account balance to $0. In addition, we have also begun the process of reversing any negativing credit reporting that *** have occurred as a result of the fees/interest charged on the account.
  
  Please reach out if you need any further assistance with your account. We appreciate your patience while we resolved this matter for you.
  
  Sincerely,
  
  Prosper **** Services

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19458722
  
  I am rejecting this response because: The balance on my account is $169.16 not82.68. Please respond confirming that the correct amount will be reversed, because I paid off my balance and full and closed my account.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/06/2023

  Dear ******,
  
  We appreciate you bringing this discrepancy to our attention and sincerely apologize. While reviewing the account to credit the balance, it was indeed verified that the total amount that needs to be credited to ensure the balance is $0 is $169.16, not $82.68. This credit request is already in the works and should be updated shortly.
  
  Please reach out if you need any further assistance with your account. We appreciate your patience while we resolved this matter for you.
  
  Sincerely,
  
  Prosper **** Services

• Initial Complaint

  Date:02/23/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  02/23/23 Just finished applying to Prosper. Pre-approved for the requested amount, however once I sign the documents and enter my personal information for funds to be sent Im immediately hit with an email stating theyre unable to verify anything I put on my application. How? Literally as Im entering my banking information the email comes through also stating my account has been suspended. You guys didnt complete verification in less than a minute. Also, the fact that you do this AND do a hard credit pull makes it harder for us to obtain loans when we need them for emergencies!

  

  Business Response

  Date: 02/28/2023

  Dear ********,
  
  Thank you for reaching out to us regarding this issue.
  
  Based on the review of all information, we are unable to move forward with the loan origination.

  As a result, your account has been terminated and loan application canceled. We apologize we cannot be of service.
  

  For information about the reason for the decision, please review the adverse action message that was sent on 02-23-2023. To do so, please:
  -Log into My Account on Prosper.com
  -Click on your name in the upper right hand corner
  -Select Messages 
  
  If you have further questions,feel free to reach us by email at ********************************** or by calling our *************************** at **************.
  
  Sincerely,
  Prosper Client Services

• Initial Complaint

  Date:02/23/2023

  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 looked through my transactions for Feb 2023. And have concluded I am either missing transactions or being double charged some variation of transactions.Assumption based on:1. My balance as of February 3rd, 2023 was 0$2. Total for the month of February I spent $591.38 as reflected on my transaction list.3. Yesterday, 2/22/23, my balance due showed as $563.31. I submitted payment for that amount.4. Today, 2/23/23 my balance is showing as $197.67.There are no additional transactions that show WHY my current balance is $197.67.I have reached out to Prosper and they do not understand and simply responded with the information I am able to see online like my credit limit, available credit and balance due.These are the transactions:Transactions for Feb 2023:********************* $11.67 ************* $26.90 ************** $500 (Debit) transaction 1 ************** $-500 (credit) transaction 2 Wegmans - $3.99 Speedway - $40.39 Petsmart - $70.74 ****************** - $26.54 Petsmart - $139 Petco - $31.86 ********* $69.43 Dollar Tree - $8.81 Liquor junction - $50.98 Suya joint - $26.42 ************************** - $56.58 Tax Pmnt Conven fee - $5.00 CVS Pharmacy - $23.07 Total Charges: $591.38

  

  Business Response

  Date: 03/03/2023

  Hi ********,
  
  Thank you for contacting us regarding the transaction history and balance on your account.
  
  After reviewing the transactions on your account we can confirm that there are no duplicate or missing transactions. The previous balance that was displayed on 2/23/2023 was due to three separate transactions that occurred on 2/21/2023. Please refer your Statements & Transaction History online.
  Your account balance of $0.00 is accurate as of 3/2/2023.
  
  If you have further questions, feel free to email us at *************************************** or call us at ****************.
  
  Sincerely,
  Prosper ****** Services

• Initial Complaint

  Date:02/22/2023

  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 joined prosper years ago as a lender and I know I lost all but $82 , they keep telling me to get my money but there is no way as it takes me nowhere with the links .. Ive been emailed for years to get it or they are taking it ? Worthless as no one answers the phone or emails I have sent them? This is a pathetic business and no one should ever be a lender!

  

  Business Response

  Date: 03/01/2023

  Dear ****,
  
  Thank you for reaching out to us with this concern.
  
  We understand how important communication is and want to make sure you have all our contact information.
  
  We have not been able to locate any correspondence from the email address or phone number associated with your account.
  
  To keep your personal information secure one of our investor specialist has called to assist and resolve any concern.
  
  We appreciate your partnership.
  
  If you have any further questions or concerns please feel free to email us at ********************************* or call
  ************ Monday - Friday 5am - 3:30pm Pacific.

• Initial Complaint

  Date:02/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Prosper investments stalled money for me they continue to refuse to give me back my money. They stalled $1282 from me. *** asked him to give me back my money and they refuse. So now Im going to file a complaint with yall as well as Im going to file a criminal case against prosper investments for theft over $500 which is a felony in the *******************. If I cannot get this complaint resolved

  

  Business Response

  Date: 02/28/2023

  Dear *****,
  
  Thank you for communicating with us.
  
  Unfortunately after reviewing your complaint internally, we are unable to repurchase your notes at this time.
  
  The notes will however be able to be maintained for maturity and the funds may be liquidated as they are paid back and become available cash.
  
  We appreciate your partnership.
  
  If you have any further questions or concerns, please feel free to email us at *********************************.