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:10/17/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was working with this company to get a loan. They promised me a loan of ******** They only deposited 2998.00.I asked for a revised agreement. They would not send one. Then the deposits they made didn't clear. This is causing me a big financial issue with my bank.

  

  Business Response

  Date: 10/20/2022

  Hello *****, 

  Thank you for communicating with us and we are sorry to hear about this recent experience.
  Unfortunately, we were unable to locate an account with the information provided and we have confirmed Prosper didnt play a role in or contribute to the communication you received.
  If you havent already done so, you can report this to your local law enforcement agency. You may also contact each of the three major credit reporting agencies to place a consumer fraud alert on your credit profile.

  
  If you have further questions, please email us at [email protected] or call us at ****************.

  
  Sincerely,

  
  Prosper Client Services

• Initial Complaint

  Date:10/16/2022

  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.

  Hi, I got an email stating that I couldn't get a loan. I wanted to know when this occurred since I have not applied myself and have been getting many emails about loans. I'm not sure what is needed to apply but I need to know if my info got leaked. Thank you

  

  Business Response

  Date: 10/17/2022

  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 Prospers partnerswebsites or through Prosper directly.

  No hard inquiry was incurred on your credit profile, and no loan has originated.
  
  Should you have any additional questions, please call us at **************** or email us at [email protected].
  
  Sincerely,
  Prosper Client Services

• Initial Complaint

  Date:10/15/2022

  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 applied and was approved for a loan. Moments later, my account is suspended for 90 days and my credit had a hard inquiry. I want the hard inquiry removed from my credit report immediately. This company is a scam.

  

  Business Response

  Date: 10/18/2022

  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.

  An Adverse action letter was sent on 10/14/2022 providing more details.
  
  We are taking steps to remove the hard credit inquiry. Please allow 30 - 60 days to see this change reflected on your credit profile.
  
  If you have further questions, feel free to reach us by email at [email protected] or by calling our *************************** at **************.
  
  Sincerely,
  Prosper Client Services

• Initial Complaint

  Date:10/09/2022

  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 emailed & called Prosper in June, before I missed a payment & let the agent know I had been laid off, related to Covid. The agent didn't give me an extension. I should have asked to speak to a supervisor at that time, to try to get someone to understand, but I'd had such a good relationship with Prosper to that point, I never thought this could happen. My credit score dropped almost 100 points because of this late payment. In seven years I've never had a missed payment, with Prosper or any other company. I spoke with a supervisor on September 2nd who made a payment agreement with me and I want Prosper to honor that agreement, as I paid the loan off as per the terms of the agreement.I'm hopeful I will get some personal attention, given that I have been a loyal customer for the last 6 years who has never missed a payment. I emailed and called on September 2nd because my account status had not yet been reported to the credit bureau as late. I asked to speak to a supervisor to see if I could do anything to avoid being reported as late. The supervisor told me if I made paid off the loan right away, within 3 days, I wouldn't be reported late, as the account could accurately just be reported as paid in full. That evening I borrowed enough money so I could pay off the loan, in full, as agreed. Hence, I paid the loan in full on Sept. 2nd, but on September 10th, I was reported as having a late payment and my credit score plummeted. On some of my credit reports, the amount hasn't even been reported as paid in full, just late, which is inaccurate. On the date of the report, my account should have been reported as paid in full, "paying as agreed," according to our agreement. On September 22nd and September 24th I called and spoke to two more supervisors who read the amount notes, admitted that the late payment shouldn't have been reported, as I had paid in full like the supervisor told me to. They told me the late payment would be removed. It hasn't been.

  

  Business Response

  Date: 10/13/2022

  Dear ******,
  
  Thank you for contacting us regarding your concerns.
  
  After reviewing the account, it has been determined that the credit reporting is accurate.  We apologize that we did not provide additional clarity regarding when an account has already reached a late reporting status and when additional late reporting would be reported.  We have taken the necessary steps in order to prevent similar issues from arising in the future.
  
  Prosper reports all loan history information to the credit bureaus once each calendar month and it can take ***** days for the credit bureaus to reflect the information on the credit report.
  
  We sincerely apologize for any inconvenience this has caused. If there are any additional questions, please feel free to contact us by email at [email protected], or by phone at *************.

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18189377
  
  I am rejecting this response because the response is non-responsive to my complaint. The supervisor I spoke with told me to pay 5 extra payments, in order to not be reported as late. I did so, as instructed by a supervisor at Prosper. Then when I called to report that the agreement your supervisor made had not been honored, I was assured by two more supervisors that I was correct, according to the agreement made with me by the supervisor, the report would be corrected. If the agreement offered to me is not respected. Prosper ais guilty of allowing a supervisor to misrepresent a payment t arrangement to a customer to get them to pay what amounts to five extra payments. Then allow two supervisors to confirm the payment agreement would be upheld. The calls are recorded. You can verify that I was told to pay more to avoid a late payment report and Prosper violated the agreement, which creates deceptive lending practices. I want the agreement t the supervisor made with me on September 2nd to be honored. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/19/2022

  Dear ******,
  
  Thank you for continuing to communicate with us. After reviewing the account, the credit reporting is accurate and we are unable to remove the payment history as requested. We have received a request for further communication from outside this entity and we will respond to that request shortly.
  
  Sincerely,
  Prosper ****** Services

• Initial Complaint

  Date:10/06/2022

  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 applied for a loan on 10/04. The site it would not affect my credit score. Then it said I was approved for a loan. As soon as I accepted the loan the website said my account has been suspended and my loan has been canceled WITH NO EXPLANATION. They pulled the hard inquiry on my credit report and it immediately dropped my credit score by 4 Points, and it has now impaired my ability to get a loan, since every other lender now thinks I'm already getting a loan through prosper. My experience with prosper has been deceptive, unfair, misleading, and damaging to my situation, and I do not want this to happen to other people. I expect my account to be reinstated, and the hard inquiry removed from my credit report, so my credit score will go back up.

  

  Business Response

  Date: 10/10/2022

  Dear ******,
  

  Thank you for reaching out to us regarding your concern. 
  

  We apologize for any frustration with the recent loan request. Unfortunately, we were unable to move forward with a loan origination.  

  An Adverse Action letter was sent on 10/4/2022 providing more details. This letter can be found in the online portal under messages once you have signed in. 

  In addition, we have requested for the hard inquiry to be removed from the credit report. Please allow ***** days for this to be reflected with the credit agency.
  

  Any new applications can be completed after 90 days. We do hope that you will consider us in the future.

   

  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: 10/16/2022

   
  Complaint: 18179426
  
  I am rejecting this response because:

   

  My account was suspended for no reason, and it still has not been reinstated. 
  
  Sincerely,

  
  *******************************

  

  Business Response

  Date: 10/18/2022

  Thank you for following up with us ******,
  
  During the review of your recent loan request, we found we were unable to move forward with loan origination.

  You will be eligible to reapply after 01/02/2022 and we hope you consider us at that time.
  
  Sincerely,
  
  Prosper Client Services

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18179426
  
  I am rejecting this response because:

   

  Clearly you did not reject my application because of the reasons you stated in the letter. You suspended my account? Why did you do this? The loan was approved and as soon as I logged in, it said my account was suspended. I would like to know why my account was suspended and I would like it reinstated if there isn't any reason. 

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

  

  Business Response

  Date: 10/21/2022

  Thank you for following up with us ******,
  
  During the process of verification, we found we were unable to move forward with originating the loan.

  Unfortunately, we cannot remove the suspended status present on the account until 01/02/2023. 

  Please refer to the Adverse Action Notice that was received as it does include information regarding the loan request.
  
  We do hope that you will consider reapplying after 1/02/2023.
  
  Sincerely,

  Prosper Client Services

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18179426
  
  I am rejecting this response because:
  

   

  I already verified my identity when I applied for the loan. Then Prosper approved the loan. Then my account was automatically suspended. I can re-verify my identity. I no longer want a loan through prosper. But your loan process is unfair, because you suspended my account after you approved my loan. And you didnt even reach out to resolve the issue.

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

  

  Business Response

  Date: 10/24/2022

  Thank you for following up with us ******,
  

  We apologize for any frustration with your recent experience with us. 
  
  Occasionally, loan requests are cancelled after an application has been completed and the review process has started. 

  The temporary suspension will be removed on 01/02/2023.
  
  We did request for the hard credit inquiry to be removed, and this should be reflected within 30- 45 days. 
  
  We appreciate you taking the time to share your experience with us so we may improve our processes in the future.

   

  Sincerely,
  Prosper Client Services

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18179426
  
  I am rejecting this response because:

  You did not answer my question. Why did you suspend my account?

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

• Initial Complaint

  Date:10/05/2022

  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 recently have had difficulties financially so I am going thru a debt consolidation program. I had emailed faxed and called them with the information and who to contact to come up with a settlement. They are still calling me 3 times even 4 times a day. They need to stop calling me and contact the number I gave them. I take care of my mother who has alzheimers and the constant phone calls bother her. They call early in the morning and then all day. It needs to stop

  

  Business Response

  Date: 10/13/2022

  Hi ****,
  
  Thank you for reaching out to us regarding this issue. We are sorry to hear about this frustrating experience and thank you for sharing your experience so we may improve our processes in the future.
  
  A Cease and Desist has been added to your profile as requested.
  
  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].
  
  Sincerely,
  Prosper ****** Services

  Customer Answer

  Date: 10/14/2022

  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:10/04/2022

  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.

  After several phone calls and disputes with ********************** since August 20, 2022, Prosper card has not updated the zero balance and closed status to Experian.We are in the process of purchasing a new home. Their reporting error is not allowing me to achieve the credit score needed to lock in the best VA rate for my home! I want the correct status reported to Experian as soon a possible,Prosper Card.

  

  Business Response

  Date: 01/26/2023

  Dear ****, 
  
  Thank you for reaching out to our team about your reporting concern. This complaint was submitted to us via a secondary account, and we truly apologize for the delay in response.
  We are working diligently with *********** to make adjustments where necessary. In the meantime, please feel free to refer to your cardholder agreement, under the section titled ****************************** which will explain how we may report to any given credit bureau. 
  
  Should you have any other concerns, please feel free to email us at *************************************** and we'll get back to you as soon as possible. 
  
  Sincerely, 
  Prosper Client Services 

• Initial Complaint

  Date:10/04/2022

  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.

  I'm depressed and suicidal after dealing with the unauthorized use of my personal information. Which resulted in this unauthorized item on my credit report. I sent letters over 30 days ago and they failed to get back with me with sufficient validation. This account violates the ***** and must be deleted immediately because those are serious violations and I could be compensated for them.

  

  Business Response

  Date: 10/10/2022

  Dear *********,
  
  Thank you for reaching out to us regarding your concern and we apologize for any frustration.  We do want to help in this matter,however we were unable to identify an account based on the information that was provided.  In order for us to quickly address your concern, please provide the member ID, loan ID, or email address on file (or a combination of these items) so that we may review the request.
  
  You may also forward this request to us at [email protected] from the email address on file.
  
  Sincerely,
  Prosper ****** Services

• Initial Complaint

  Date:09/30/2022

  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 have contacted Prosper bank for the past week, in reference to restrictions on my account and was told that that it should had been resolved on 09/25/22 well spoke with **** on 09/26/22 and was told that by the end of the day I would get an email. I never received an email from her or the internal team until I sent an email to the internal team expressing my frustration on having to call about something that should have been done automatically. Well reviewing the complaints left and right I am not the only customer that is dealing with this issue of being mislead and not being treated fairly. I called 2-3 times a day for the past 5 days on issue that are not being resolved. I have spoke with **** ( supervisor) who can't help or don't have answers she referring to something with the internal team. The internal team needs to resolve their issue. I have sent 2-3 complaints to the support team that don't get acknowledge nothing. Took 2 days to have the restriction remove. Now I am with another issue where I made a payment on 09/23/22 and was told by 09/30/22 that my available balance should reflect the payment that was made that wasn't done at all. I have called and spoke with **** again this morning and was giving another work order number ******* don't even think that is a real ticket number that was suppose to be escalated on why my available balance is not reflecting the ****** that was made on my account. No one is helpful at this company most of them don't speak English at all. I have spoken with over 6 people ( they all have the same name so I don't know) within 5 days. I know the script that they are going to say before they say it. I am really unsatisfied with the way that business is being handled. ************************* the *** needs to really think about how they are treating their customer. So many complaints and not enough resolution. A customer shouldn't have to take time out their day to resolve this. This is not how a business should be ran. Please assist

  

  Business Response

  Date: 10/04/2022

  Dear *****,
  
  Thank you for reaching out to us regarding this issue. We are sorry to hear about this frustrating experience and thank you for sharing your experience so we may improve our processes in the future.
  
  The restrictions on your credit card have been removed and you can resume normal use. The account now reflects the recent activity. 

  When a payment is made, it can take up to 10 calendar days before the available credit increases. 
  
  If you have further questions, please email us at *************************************** or call us at ****************.
  
  Sincerely,
  Prosper Client Services

• Initial Complaint

  Date:09/29/2022

  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 have held a portfolio at Prosper since October 2021 and by September 2022, I had invested in ***** notes for a value of approximately $330,000. On September 29, without notification, my notes started to be repurchased by Prosper. So far (8pm EST), they repurchased $144,707. I called to get an explanation but was denied any explanation. I also asked how many of my notes would be repurchased and no answer was provided. I escalated the issue to a manager and got the same unclear reason - prosper.com is repurchasing because the credit information on these notes was inaccurate but the associate could not explain why. In addition most of these notes were current and the payers had been current on their payments for month. These notes weee acquired manually and through a program and it took approximately 30min a day for 9 months to set this portfolio.No interest will be earned on these notes going forward and with the current inflation, it is deteriorating significantly my financial situation.

  

  Business Response

  Date: 10/04/2022

  Dear ********,
  
  Thank you for reaching out to us regarding the concerns with your investments. 
  
  We deeply apologize for the frustration the note repurchase has caused.  While we are unable to provide the compensation requested, your earnings received from the repurchased notes will remain within your account.
  
  For further information regarding when Prosper may repurchase a note, please refer to your Prospectus.
  
  If you have any other questions, please feel free to reach us at [email protected] or by giving us a call at ************.
  
  Sincerely,
  Prosper ****** Services

  Customer Answer

  Date: 10/06/2022

  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,
  
  *******************************