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:11/29/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 26, ******************************************************************************************************************************************* closed and I need to call the 866#. Called the number on Nov 28, 2022 spoke with a rep and explained that I seem to have two accounts that my ssn was attached too and older email account. So we submitted the ticket she proceeded to say I need to submit a copy of my Ss Card as proof of my identity to support. Submitted via email to support. Called back hours later to be told the account was terminated and they could not help and I asked why and would I be receiving a notice. A man named *** said thats all he could say. So I asked to be escalated up and was sent to ******* *********** as he spelled it and stated maam the account is showing terminated and once terminated we can no longer ever offer you services. So this became very unsettling as I have pretty decent credit and fraudulent actions on the company behalf is my first thoughts since he too had no answers and when I ask will I be getting a consumer credit notice he just kept saying no maam all I can say is your account is terminated both emails. So Im in need of answers as to what is happening with my personal data and why is account automatically go from approved to terminated. So will also file complaints with every financial sector responsible for ensuring these people follow the federal laws. Where is my personal information? What would be the reasons an account gets terminated? Not closed or suspended as I have all the emails and screenshots. Supper Request id#******* Will seek legal actions to get answers.

  

  Business Response

  Date: 12/06/2022

  Dear *********,
  
  We appreciate your interest in a loan through the Prosper platform. We could not complete verification based on the documents/information provided. As a result, the account was terminated and we are unable to move forward with any loan request.
  
  For more information about how Prosper collects, uses,protects, and discloses information please visit our Privacy Policy page, which is accessible through the Legal navigational link contained at the bottom of our site pages.
  
  Thank you,
  Prosper Client Services

• Initial Complaint

  Date:11/28/2022

  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 opened a prosper account, was approved and sent a card. When I signed up I was told the annual fee would be waived for the first year with automatic payment and I linked my bank account info as well when I appplied. The first time I tried to use my card for ***** my card was declined and restricted. I contacted customer service and was advised my account was restricted and they would send to internal team to review on 11/17/22, I call again 11/19 and am told again still being reviewed. Here it is 11 days later and my account is still restricted and not able to be used and still being reviewed. On top of that I was charged a ***** annual fee, even though I haven't ever been able to use the card. I explain this and am told the automatic payment was not set up right and they could set up and see if they could request a refund for annual fee. I ask for a manager, I'm told manager busy and asked to wait. I wait 30 minutes and get a supervisor not a manager, I spoke with a Supervisor named *** who tells me same as previous and I ask for a manager and she says the managers just went off shift, imagine that. I ask to hold for a manager and she stops speaking expecting me to hang up and I don't. Then I ask for corporate address and she tells me to hold, I'm on hold for 5 minutes then she hangs up on me. This is poor service. How can you bill me when I was suppose to have no annual fee for the first year then on top of it haven't ever been able to use the card!!

  

  Business Response

  Date: 12/01/2022

  Hi *******,
  
  Thank you for taking the time to share your experience with us. We have also received an inquiry via the ***** and will be sharing the results of our research there.

  If you have further questions in the interim, please email us at *************************************** or call us at ****************.
  We look forward to addressing your concern.
   
  Sincerely,
  Prosper Client Services

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18474411
  
  I am rejecting this response because: they have not responded to the **** either.  The complaint was also send to the **** and they have not responded either.  My account has been restricted since 11/17/2022 and have been told they were reviewing and would be at a least another 10 days.  So my card would have been restricted for almost a month for no reason.  There are not even any charges on the account to have the account restricted l.  The first time I try to use the card for ***** and it restricts my account for more than a month??
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/08/2022

  Hi *******,
  
  Thank you for your follow up.

  We have submitted our response to your concerns via the **** portal on 12/08/2022.
  
  Sincerely,
  Prosper Client Services

  
  

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18474411
  
  I am rejecting this response because:because my account has been restricted for more than 30 days and after filing complaints now they are saying they approved my account in error and my account would remain restricted until they get it closed.  How does it *********** weeks for a company to to determine my account was opened in error and only claiming this after I filed complaints even after multiple phone calls nothing ever communicated about my account being opened in error 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/26/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for a PROSPER card on the Credit Karma app and was approved for $1400 in credit on November 4 2022. As of today November ******************************************************** 22 days is unusual activity and I am concerned. I would appreciate your attention in this matter because I dont want to be scammed.!

  

  Business Response

  Date: 01/25/2023

  Dear *****, 
  
   
  Thank you for reaching out to our team about your concern. This complaint was submitted to us via a secondary account, and we truly apologize for the delay in response.
   
  We're glad to see you have since received your credit card and have begun making purchases. 
   
  If you have any other questions, please email us at *************************************** or call us at **************** and we'd be happy to assist you! 
   
  Sincerely,
  Prosper ****** Services

• Initial Complaint

  Date:11/25/2022

  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.

  This company stopped sending me bill to purposely make my account late,I was charged a late fee of $29.00.I'm sure this administration pass a law saying that Master Card couldn't charged late fees.Once this card is paid off I will never do business with it again.

  

  Business Response

  Date: 12/02/2022

  Dear *******,
  
  Thank you for reaching out to us about your account. We have waived the late fee and you should see this change reflect on your account within 3 business days. You can always find more information regarding late fees in your cardholder agreement under 'Fees -Penalty Fees.'
  
  We see you have successfully opted into receiving paper statements as of 11/21/2022. Prior to opting into receiving paper statements,electronic statements were sent to you. Statements for months prior to November can be found online at 'myprospercard.com - sign in - drop down on the left - statements.'
  
  If you have any other questions, please feel free to reach out to our **************** Team at ************.
  
  Sincerely,
  Prosper ****** Services

  Customer Answer

  Date: 12/02/2022

  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:11/22/2022

  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.

  On Thursday November 17th I received 3 fraudulent charges on my prosper credit card. I immediately called prosper and was told these fraudulent charges would be taken care of. Today November 22nd I called again and they still have not taken care of these charges and said someone will call me within a week. These fraudulent charges have made my available credit very low and this is something that should have been taken care of immediately since they are charged from another country I am clearly not in.

  Customer Answer

  Date: 11/30/2022

  Im writing to check the status of case#********. I have not heard anything back from the credit card company and they have not removed the fraudulent charges from my account. Basically leaving me responsible for charges that were made from another **************.

  

  Business Response

  Date: 01/25/2023

  Dear Christopher, 
   
  Thank you for reaching out to our team. This complaint was submitted to us via a secondary account, and we truly apologize for the delay in response.
   
  Your claim filed on 11/18/2022 was approved on 12/01/2022. A permanent credit was applied to your account for the unauthorized purchases, including interest, and these credits can be seen on your December 2022 billing statement. No negative reporting was incurred as a result of this issue. 
   
  If you have any other questions, please email us at [email protected] or call us at 1 (800) 903-4697.
  
  Sincerely,
  Prosper Client Services

  Customer Answer

  Date: 01/25/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18452610, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  Christopher Camacho

• Initial Complaint

  Date:11/21/2022

  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 applied for a loan with Prosper. I was approved for a loan, however the next day I received an email stating my loan was cancelled and my account was suspended. This has blocked me from get another loan offer and I have a drop in my credit report. There was not a request for me to verify my account.

  

  Business Response

  Date: 11/29/2022

  Hi ******,
  We're sorry to hear about your dissatisfaction with your recent loan application.
  
  
  1. Signing in to the account.
  2. Click on your name in the upper right corner.
  3. Select the History Tab.
  4. ************ Agreements
  5. Select the Adverse Action Letter.
  
  For further questions or concerns, you may contact **************** at ************, Monday through Friday from 6am PT to 5pm PT or by emailing us at [email protected].
  
  
  Thank you,
  Prosper ****** Services

• Initial Complaint

  Date:11/16/2022

  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.

  After receiving a pre-approval from Prosper, I applied for the loan. Immediately, my loan was cancelled and my account was suspended. They stated in a letter that they could not verify my identity or my credit history, but yet, I received a hard inquiry on my credit report. I called prosper and they stated that they do not know the reason why it was suspended and it will be suspended for 90 days. I now have a hard inquiry on my credit report, after they stated that they could not verify my identity or my credit history.

  

  Business Response

  Date: 11/21/2022

  Dear ******,
  
  Thank you for contacting us regarding your concern. Upon review, we are unable to move forward with a loan offer at this time. We apologize for any frustration. The hard inquiry you incurred will be removed.Please allow 30 - 60 days for this change to be reflected on your credit report. You may reapply 90 days from when the cancellation notification was provided.
  
  Sincerely,
  Prosper ****** Services

• Initial Complaint

  Date:11/15/2022

  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.

  11/15/2022 Got all the way to the end of getting approved for a loan. Had bank information in and was informed they will follow up after. Suddenly my account is suspended and on hold because they were unable to verify identity, employment, credit history, income or other information on the application. I call Prosper and they tell me to call TransUnion and apply again in 90 days.... I look at my credit report with TransUnion and see absolutely nothing on the report that goes with their Narrative, all my information is there including employment, identify, and history. Income isn't seen on any of my current or previous jobs, but I have paystubs to proof that. Which in my experience would've been the follow up for more information.Now I have a Hard Check after they had me do the agreement. I'm extremely disappointed.

  

  Business Response

  Date: 11/18/2022

  Hello ****,
  
  Thank you for reaching out to us regarding your recent application. Prior to a full loan approval and origination, we do confirm details provided to us. Unfortunately, we did have to cancel the application but you are eligible to apply again in 90 days if you wish.
  
  Please refer to your Adverse Action Notice that you received via email on 11/15/22 for more information. You may also find this notice in your online messages.
  
  The hard inquiry is currently in process of being removed from your credit profile. Please allow ***** for this update to be reflected on the credit report.
  
  If you have additional questions, feel free to email us at [email protected] or call us at ************.
  
  Thank you,
  Prosper ****** services

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18409261
  
  I am rejecting this response because:

  There is still no clarification on what they were unable to verify. My first complaint included word-for-word what was in the letter for the reason of the cancelation and suspension. They do not clarify what they were actually unable to verify leaving it as a vague list of entries found in my credit report.

  When contacting TransUnion, we were unable to find anything to dispute. Prosper has not been transparent with their findings and adversely affecting credit of others without providing sufficient information onto why a loan is cancelled after the hard check already took place which could help the consumer dispute the report for incorrect information preventing future situations like this.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/23/2022

  Hi ****,
  
  Thank you for continuing to communicate with our team.

  On 11/15/2022 you were issued the Adverse Action Notice which provides further information regarding your application. 
  

  You can also refer to the Personal Loan Borrower Registration Agreement for more insight into information we may verify.

  This agreement can be found in your account under History - Legal Agreements & Disclosures.
  
  We truly apologize that we were unable to move forward with your loan request. 
  

  If you have further questions, feel free to contact us at [email protected] or ************.
  
  Sincerely, 
  Prosper Client Services

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18409261
  
  I am rejecting this response because: the Adverse Action referenced does not provide sufficient information. I will not be doing business with this company in the future.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/11/2022

  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.

  In September ******************************************************************************** the mail. I have never received a Statement or a bill. Its been two Months now.I called 3x now a spoken to a customer sales person, they assured me they would send out a bill and of course it never came in October or November. I called them back and spoke to a Supervisor which he assured me they were sorry and they would send it out. Nothing ever comes.They keep charging me a late fee but won't send out a bill. This Company is very shadey and no one seem to know what they are doing to run a business. I told them in November I need to pay a monthly bill I need a bill and Statement. I feel like I am getting the run around and it's very poor business practice. I can't seem to get any help in this simple matter, just send me my bill every month, if not close the account this Company is not in good status with customers. Shame on you to treat people with such disrespect. You all need Training no one there no's what they are doing.

  

  Business Response

  Date: 01/26/2023

  Hello *****,
  Thank you for reaching out to our team. This complaint was submitted to us via a secondary account, and we truly apologize for both the delay in response and the experience involving your statement.
  
  You can always view your past monthly statements online by visiting prospercards.com. We see that your statement preferences have been successfully adjusted per your request on 10/25/2022.
  
  As a courtesy to you, we've waived the late fee assessed to your account.
  
  If you have any other questions, feel free to email us at *************************************** or call us at ************.
  
  Sincerely,
  
  Prosper ****** services

• Initial Complaint

  Date:11/10/2022

  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.

  221 ********************************* | *************, ** 94105
  6860 North *************************************** | *****, ** 75024
  ************

   

   

  Customer Answer

  Date: 11/10/2022

  I applied for a loan with Prospect and they denied me not because of my income verification, not because of my credit history, but because they did not simply like the amount in my checkings account. They told me that it was not enough to be considered for a loan, but the problem with that is that I have verifiable and a solid credit history to definitely say I make the money I do and that Im qualified for a loan. I want either them to move forward with my loan or remove the credit inquiry on my account.

  

  Business Response

  Date: 11/14/2022

  Hi Isiah 
  
  Thank you for reaching out to us regarding this issue. 
  

  Unfortunately, we are unable to move forward with the loan origination after a review of your information.

  You can refer to your Adverse Action Notice sent on 10/31/2022 for more specific details. 
  
  The hard inquiry assessed after your application terms were signed cannot be removed. However, you may reapply at any time.
  
  If you have further questions, feel free to reach us by email at [email protected] or by calling our *************************** at **************.
  
  Sincerely, 
  Prosper Client Services.

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18315588
  
  I am rejecting this response because: they already enclosed they absolutely did not specify in any terms of agreement the available balance in your checkings account needed to be considered. And they also refused to explain clearly over the phone the details of the process needed to move forward while I asked them and denied me the loan.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/16/2022

  Hi *****,
  
  Thank you for communicating with us.   
  
  During the verification process, multiple factors are considered and reviewed prior to any loan origination.
  Please refer to the Personal Loan Borrower Registration Agreement as this contains information regarding a loan request and information that we may verify.
  
  On 10/31/22 you were issued an Adverse Action Notice providing further information regarding your application. This can be found in your online messages in your account portal.
  
  While we could not move forward with your loan request, we hope to be considered in the future. 
  
  If you have further questions, feel free to email us at [email protected] or call us at ****************.
  
  Sincerely,
  Prosper ****** Services