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:05/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Credit card company has placed restriction on card due to "suspected fraud" but will not allow me to confirm that charge in question is not actual fraud and not removing the restrictions from my credit card prohibiting the legitimate use of the card... despite the legitimacy of the charge.

  

  Business Response

  Date: 05/20/2025

  Dear *******,
  
  Thank you for reaching out to us. We understand your concern regarding the fraud alert on your account and any inconvenience this may have caused.
  
  Our records indicate that a fraud alert was triggered on April 7, 2025, in response to a transaction that required verification. A confirmation was received the same day indicating the charge was not fraudulent. Based on that confirmation, no restrictions were placed on your card, and your account has remained fully active with no blocks.
  
  Please note that restrictions are only applied when we reasonably believe there may be unauthorized or suspicious activity. These measures are in place to safeguard your account and help prevent potential fraud.
  
  Additionally, please be advised that the Prosper Card is for legal use only. If we believe it has been used for illegal or fraudulent activity, certain transactions may be blocked, your account may be closed, and it may be considered in default. You are still responsible for repaying all charges made. For more information, please refer to your Cardholder Agreement.
  
  If you believe there is still an unresolved issue or if you're having trouble using your card, we encourage you to contact us directly so we can assist further. You can reach us at ********************************************************************** or by calling ************.
  
  Sincerely,
  Prosper ***************

• Initial Complaint

  Date:05/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a loan with Prosper on 2/19/25. In April, I obtained a ***** debt consolidation loan so the ***** issuing bank rendered a check payable to Prosper to pay this loan off in full. Per instructions on Prosper's website, I noted my loan number on the check (along with my full name and address) and sent the check to their expedited shipping address via overnight mail. My goal here was to mitigate as much accrued interest as possible. The check showed as delivered on Wednesday, April 23. I contacted customer support on April 24 to confirm receipt, and was informed it often took just ONE business day to apply a check to a ******* is now May 8 and this payment has not been applied, and customer support requests to understand the issue have gone absolutely nowhere. Calling and emailing support renders only a scripted response that the issue has been sent to "the escalation department." When asked how long to expect before the check is applied, answers I receive include "In a couple of days or next week maybe" or "I don't know but I will escalate your question to the correct department" No one is able to answer if interest will be charged during the time between when the check was received and when it may be processed. No one can confirm if I should have the check canceled to issue a new one, or pursue a different payment route.I am shocked at this company's lack of active remediation on an issue like this one. Every single piece of communication I receive is a canned response, and when I ask to speak to a manager or a different department, I am told that this is the ONLY department I can speak with. No one actively helps to find answers.The ideal outcome would be for this payment to be applied before my next payment is due on May 19, which I currently do not have high hopes for, AND for any accrued interest between April 24 when the check was received and whenever the loan is paid off, to be waived.

  

  Business Response

  Date: 05/14/2025

  Dear ******,
   
  We would like to sincerely apologize for the delay in addressing your concerns and the frustration youve experienced regarding your payment.
   
  Upon reviewing your case, we discovered that there was an issue with the check you submitted, specifically that some information was missing that made it difficult to tie it to your account, which caused the delay. We are pleased to inform you that we have successfully located the check and applied it to your account on May 13, 2025.
   
  We completely understand how frustrating this delay has been, and we recognize the areas where we could have communicated better. As a result, we have credited the interest that accumulated on your account from April 23, 2025, through May 13, 2025, to compensate for this issue. Additionally, any remaining balance from the overpayment will be sent via ACH to the primary account on file.
   
  We appreciate your patience and understanding in this matter. As a valued Prosper client, especially with this being your third loan with us, we truly regret the inconvenience this has caused.
   
  If you have any further questions or concerns, please dont hesitate to reach out to us at ********************************** or call ************.
   
  Thank you for your continued trust in Prosper.
   
  Sincerely,
  Prosper ***************

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an offer for a loan from Prosper and was told I was approved. When I accepted the offer a hard credit pull was done by Prosper and I was told my application was cancelled for high risk of fraud. Prosper did not ask me to verify my identity or submit any documents to verify any information. I would like the hard pull removed from my credit profile as they did not ask for any information from me or let me know why all of a sudden Im a high fraud risk. I just read a complaint exactly like mine on BBBs website. I feel this is a common scam and do not want my credit score affected by Prospers negligence to request any identity verification from me.

  

  Business Response

  Date: 05/13/2025

  Dear *******,
  

  Thank you for reaching out and sharing your concerns. We understand how frustrating and confusing this experience must have been, and we sincerely apologize for any distress it may have caused.
  

  Please know that many different factors impact our ability to offer a loan, including your credit profile and the information provided in your application. An adverse action notice was sent to you on May 6, 2025, which includes additional details about the decision. Unfortunately, we are not able to provide further specifics regarding the decline or offer credit advice.
  

  We recognize that the cancellation may be especially concerning given that no documentation or identity verification was requested during the process. While this isnt always required, we understand your frustration and truly appreciate your patience. That said, we can confirm that the hard inquiry initially placed on your credit report has been removed, and you are welcome to reapply after 90 days should your circumstances change.
  

  We appreciate you bringing this matter to our attention and regret any inconvenience it may have caused. If you have any further questions or concerns, please dont hesitate to contact us at ********************************** or ************.
  

  Sincerely,
  Prosper Client Services
  

  
  

  Customer Answer

  Date: 05/15/2025

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

• Initial Complaint

  Date:04/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I over paid my loan amount and they won't give me my full refund back. I agreed to pay one amount and they took more

  

  Business Response

  Date: 05/06/2025

  Dear *****,
  
  Thank you for contacting us and sharing your concerns. We understand how frustrating it can be when a payment doesnt align with what you were expecting, and we appreciate the opportunity to clarify.
  
  After reviewing your account and recent payment activity, we confirmed that on March 31, 2025, you were provided with a payoff quote of $81.90, which was valid through April 28, 2025. However, a late fee was assessed on April 15th, 2025, because the minimum payment due on March 31th, 2025, was not met. This fee was applied after your payoff quote was given, and that is why the total balance increased slightly before your final scheduled payment.
  
  We also confirmed that you made two additional payments before your scheduled payment of $81.90 processed on April 28th, 2025. As a result, this created a small overpayment of $17.14. Were happy to let you know that a refund of this amount is scheduled to be mailed to you on May 8, 2025. Once mailed, please allow 710 business days for delivery.
  
  If you have any further questions or believe there are any discrepancies, please email us at *********************************** or by phone at ************
  
  Sincerely,
  Prosper ***************

• Initial Complaint

  Date:04/22/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business has been trying to scam me and get my personal bank information and texting me and sending me numerous emails saying that *** been approved for a loan. This company is a fraud and scamming organization and it is not the original company but they are using the company name and their main address for their scamming business needs.

  

  Business Response

  Date: 04/30/2025

  Dear ******,
  
  Were very sorry to hear about your experience and completely understand how upsetting and alarming this must have been.
  
  From what youve described, it appears this may be the work of a third party falsely claiming to represent Prosper. Please know that we never ask customers to provide bank information or send money as part of the loan or credit card process.
   
  We reviewed our records and found a declined credit card application submitted on January 25, 2025. Aside from that, we found no other applications or active accounts in your name, which further suggests the communications you received did not come from us.
   
  We strongly recommend contacting your bank, reviewing your credit reports, and reporting the incident to the *** at ***************** to help protect your personal information.
   
  If you have additional details or need support, please dont hesitate to reach out to us at ********************************** or ************.
   
  Sincerely,
  Prosper Client Services
  

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Prosper chose to sell my loan to TSP-1 Credit Control without my consent. I attempted multiple times to get in touch with someone for a payoff amount, as I wanted to settle the account in FULL, but they refused to provide that information. More importantly, they removed my access to their website, preventing me from making any payments. Consequently, I contacted **************, the company that took over my loan, and received various pieces of information and letters from them. I've attached that information and I paid this loan in full as instructed by them. More importantly, since December 31, 2024, Prosper has not made a single phone call, sent a letter, or emailed me regarding my account. Today, they reported to my credit report that I was 30 days late on a payment. THIS ACCOUNT IS PAID IN FULL.

  

  Business Response

  Date: 04/30/2025

  Dear *******,
   
  We sincerely apologize for the frustration and confusion you've experienced with your loan. We understand your concerns and regret any miscommunication regarding your Prosper account.
   
  To address your concerns, once your loan became past due, it was transferred to Credit Control for collection efforts. Unfortunately, this led to a breakdown in communication between both parties, which we acknowledge contributed to the issues regarding the payoff and late reporting.
   
  We can confirm that your loan was settled in full as of December 27, 2025. While there were some circumstances that led to the late reporting, we have already submitted an update to all three major credit bureaus to reflect the loan as "Settled in Full" as of the payment date. While we expedited this request, please note it can take ***** days for the update to appear on your credit report.
   
  Regarding your concern about a lack of contact from Prosper, once a loan is transferred to a third-party agency like Credit Control, Prosper is unable to make outbound calls or emails due to a cease-and-desist request applied to the account. This policy ensures that communication is handled by the agency and protects your rights.
   
  Once again, we apologize for the miscommunication and any inconvenience this has caused. We truly value your business and are committed to resolving this matter as quickly as possible. If you have any further questions or need assistance, please dont hesitate to reach out to us at ********************************** or by calling ************.
   
  Sincerely,
  Prosper ***************

  Customer Answer

  Date: 05/02/2025

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

• Initial Complaint

  Date:04/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Never been 30 days late ! Should not be reported plus pay a fee!

  

  Business Response

  Date: 04/24/2025

  Dear ****,
  
  Thank you for reaching out to us regarding your concerns.
  
  After a thorough review, we confirmed that a $29 late fee was assessed on April 18th, 2025, in accordance with the terms outlined in your Cardholder Agreement, under "Payments and "Fees". This fee was applied because the payment due on April 15th, 2025, was not received until April 19th, 2025. However, we are happy to see that we applied a one-time courtesy adjustment of $29 for the late fee.
  
  Wed also like to reassure you that while the payment was late, our records show that your account has never been reported as 30 days past due to the credit bureaus.
  
  We apologize for any confusion and frustration this has caused you. If you have any other questions, please feel free to contact us at ********************************************************************** or at **************.
  
  Sincerely,
  Prosper ***************

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23225690
  
  I am rejecting this response because:
  
  Wed also like to reassure you that while the payment was late, our records show that your account has never been reported as 30 days past due to the credit bureaus.

   

   

  iF I was not 30 days past due, WHY did your denial say I was 30 days past due?! Be advised your verbiage violated my credit rights. 
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 05/01/2025

  Dear ****,
  
  Thank you for your response, and we understand your concern regarding the past due language.

  We want to reassure you that after a thorough review, weve confirmed that your account has not been reported as 30 days past due to any of the credit bureaus.
  
  If you have received any documentation from a credit bureau or from us that indicates otherwise, we kindly ask that you submit a copy to us at *************************************** so we can investigate further. 
  
  Sincerely,
  Prosper Client Services

• Initial Complaint

  Date:04/18/2025

  Type:Customer Service 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 did NOT apply for a loan with Prosper and received an adverse action letter. This bank will be hearing from me tomorrow. They need to be investigated for false loan application

  

  Business Response

  Date: 04/24/2025

  Dear ********,
  
  Thank you for reaching out. We understand your concern and want to clarify the situation.
  
  It appears that you may have checked loan rates through our partner site, ********. When this happens, an inquiry is made to provide you with potential loan offershowever, please rest assured that no formal loan application was submitted to Prosper, and no hard credit inquiry was made. Since no terms were accepted or signed, this does not affect your credit score.
  
  If you believe this activity was done in error or without your consent, we strongly recommend placing a fraud alert with the credit reporting agencies to safeguard your credit profile.
  
  We take matters like this seriously and are here to help. If you have any further questions or concerns, please dont hesitate to contact us at ********************************** or call us at ****************.
  
  Sincerely,
  Prosper ***************

  Customer Answer

  Date: 04/24/2025

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

• Initial Complaint

  Date:04/18/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made prosper credit card above what I had due on the card I made them ******** and prosper refuses to close my account and take me off a hardship program that I no longer need. My credit limit was only $5,000. I am due a refund but they want to keep the card open so they can continue to collect fees. They are scammers and do illegal things

  

  Business Response

  Date: 04/24/2025

  Dear *****,
  
  We're very sorry to hear about the frustrations you've experienced while trying to close your account.
  
  Typically, customers enrolled in a hardship program cannot modify their terms or close their accounts until the duration of the program is completed. As a courtesy, we have proceeded to close your account as requested. 
  
  Additionally, we want to clarify that we do not charge late fees and interest charges are reduced for the duration of the hardship program. This is designed to make it easier for you to manage your balance. 
  
  We are happy to let you know that an overpayment refund, requested on 04/16/2025, was approved and already being processed. Please allow 7-10 business days from 04/24/2025 for the check to arrive at the address we have on file.
  
  We sincerely apologize for the confusion and frustration this has caused. If you have any further questions or need assistance, please dont hesitate to contact us at ********************************************************************** or call us at ************. We're here to help.
  
  Sincerely,
  Prosper ***************

  Customer Answer

  Date: 04/26/2025

   
  Complaint: 23222582
  
  I am rejecting this response because: 
  I paid the account off. Im glad Im getting a refund but prosper needed to have not give me a hard time when paying off my account. I want to be clear that they are not trying to charge me any me fees or interest since the account is closed and paid off.
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 05/01/2025

  Dear *****, 
  
  Thank you for sharing your experience with us.
  
  We strive to provide our customers with the best experience possible with all aspects of their experience with us. 
  
  At the time of the call, the account was past due which required us to connect the call with our Collections team for further assistance. Please note, check payments can take 7-10 business days to arrive and we are happy to see your payment was received and processed within the expected time frame.
  
  If you have any further questions or need assistance, please dont hesitate to contact us at ********************************************************************** or call us at ************. We're here to help.
  
  Sincerely,
  Prosper ***************

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23222582
  
  I am rejecting this response because: Prosper still have not closed my account. They decrease the credit limit and still have it open. I requested ten times for my account to be closed. I paid them over $5,246.00 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had a prosper credit card for a few years and months ago they randomly locked my card. When I called to rectify the locked card, they said they could not verify my account due to an incorrect date of birth. The first time I called and spoke with a ****** he told me he could not fix it for me, and would not connect me to a supervisor. He told me to try again another time and hung up on me. After calling again, another agent told me they opened a ticket to an "internal team" and they'd get back to me. Never head from them. It's not 4 months later and I'm getting the same response on the phone, that someone from the internal team will get back to me. Clearly nobody is going to fix this issue, and also I'm not sure how they have my DOB wrong when I was approved for the credit line and its been reported just fine until now.

  

  Business Response

  Date: 04/25/2025

  Dear ****,
  
  Thank you for reaching out. We truly apologize for the frustration this situation has caused, and we understand your concern about being unable to access your account or receive timely support.
  
  Weve reviewed your account and want to acknowledge that the issue stemmed from a transaction that was flagged for potential fraud on July 16th, 2024. 
  
  Upon calling in on 04/17/2025, a typo in your date of birth during the application process prevented us from verifying your identity when you contacted us to resolve this. While the day and year were entered correctly, the month was mistakenly listed as May instead of August. 
  
  Were glad to share that this has been resolved, and no further documentation is needed from you at this time.
  
  We understand how frustrating it must have been to experience delays and confusion, especially when trying to access your account. We identified an opportunity while working with our team and we are working diligently to prevent this in the future.
  
  We sincerely appreciate your patience and again apologize for the inconvenience. If you have any remaining concerns or need further assistance, please dont hesitate to reach us at ************** or **********************************************************************.
  
  Sincerely,
  Prosper ***************