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:03/05/2025

  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 have never done business with this company, BBB. I have multiple accounts opened around the same time, some even earlier, which have all been removed. However, Prosper is not addressing the matter, claiming it is still me without any proof. Random people's information being used is common in *******, and living in a house with over seven people, with people coming and going, etc., and I am on SSDI; I barely leave the house or manage my own finances. So, how I, an individual who has never worked a day in my life, somehow got into $75,000 in debt makes no sense. Clearly, someone used my information, and, like ten other companies, has removed the debt and deemed it fraudulent. Around the same time, Prosper would not remove that positive account as well; it was not me. I have never done business with Prosper and many other companies. I opened maybe three accounts my entire life, and Prosper was not one of them.

  

  Business Response

  Date: 03/12/2025

  Dear ******,  
  

  Thank you for reaching out and sharing your concerns. We truly understand how frustrating and stressful this situation must be, and we want to make sure we address your concerns as thoroughly as possible. 
  

  We completed the fraud review on February 3, 2025, and sent you an email that same day requesting additional information so we could continue investigating the matter. To proceed, we kindly asked for the completed identity theft packet, which was outlined in that email. Unfortunately, we didnt receive the required documents, and as a result, we had to close the investigation on February 20, 2025. 
  

  Additionally, on February 25, 2025, we mailed you a Validation of Debt in response to your request. On March 5, 2025, we followed up with an email listing the specific documents needed to continue with the investigation. Unfortunately, without sufficient evidence of fraud, we were unable to move forward with the claim, and it was denied on that same date. 
  

  We genuinely want to help you resolve this and would be more than happy to continue investigating if youre able to provide the requested documentation. If you have any questions or need assistance, please dont hesitate to reach out at ************ or via email at *********************************** Were here to help. 
  
  Thank you for your patience and understanding, 
  

  Sincerely,  
  Prosper Client Service 

• Initial Complaint

  Date:03/03/2025

  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.

  This company unexpectedly decreased my available credit which has unturned negatively impacted by credit score. I want it reinstated. There were no late payments or income changes.

  

  Business Response

  Date: 03/11/2025

  Dear *******,  
  
  Thank you for reaching out and sharing your concerns with us. We truly appreciate the chance to offer more clarity on this matter and want to take this time to thank you for making on time payments. 
  
  It was confirmed that on 2/19/2025, your credit limit was reduced,and a letter was sent to the address we have on file to notify you of this change. 
  
  Theres no need to request a credit line review or increase, your account will be reviewed automatically every 3 to 6 months. Your credit line could increase, decrease, or stay the same. 
  
  For more information on when credit limits can be decreased,you can refer to the Credit Limit section in your Cardholder Agreement.Additionally, we suggest contacting the credit bureaus for more detailed insights into your credit history. 
  
  If you have any other questions, please feel free to reach us at ********************************************************************** or at **************.      
  
  Sincerely,      
  Prosper Client Services 

• Initial Complaint

  Date:03/03/2025

  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.

  I set up on a hardship program with Prosper Card and they put me back on auto pay and charged me $426 which I rejected with my bank and send it back. Im on a program which is supposed to help me with my credit score they have now dropped my credit score by reporting I am late when I have been paying for three consecutive months and which they told me I needed to pay to improve my score now my score has dropped another 40 points Im going to complain they never do anything. I called daily to complain. They dont write notes in the computer they admitted it was their fault now theyre saying its not I really need help with this. Thank you.

  

  Business Response

  Date: 03/12/2025

  Dear *******,
  
  We appreciate you reaching out and understand your frustration regarding the recent challenges with your hardship program and credit reporting. Our goal is always to support our customers, and we sincerely regret any confusion or difficulty youve experienced.
  
  We are happy to see that you successfully enrolled in the Short-Term Hardship Program on 10/28/2024, with pre-scheduled monthly payments beginning in November. On 1/23/2025, our records show Auto Pay was manually enabled through the online portal, which resulted in the $426.66 payment attempt on 2/19/2025. Once you contacted us, we promptly turned off autopay on 2/22/2025. Since the payment was returned, no refund was necessary. 
  
  During our review of your interaction with our agent on 02/22/2025, we found that incorrect information regarding your Auto Pay history was provided, stating that ******** had never been turned off. However, we can confirm that Auto Pay was turned off prior to you enrolling in the Short-Term Hardship plan. We sincerely apologize for this miscommunication and any confusion it may have caused.
  
  Prosper is required to report accurately. While the hardship program offers structured assistance, any prior past-due status remains accurately reflected per credit reporting guidelines. Your account was not in a current status before enrolling in the program, and as outlined in the hardship agreement, we must continue reporting the past-due status until the account is current.
  
  We understand this situation has been frustrating, and we appreciate the opportunity to clarify. If there is anything additional, we can assist you with, please don't hesitate to contact us directly. Feel free to reach us by email at *************************************** or by calling our *************************** at ************.
  
  Sincerely,
  Prosper ***************

• Initial Complaint

  Date:03/01/2025

  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.

  When I first opened this account it was through ************ as a guaranteed approval or would be paid $50. So I submitted an application and the terms before I submitted the application was a guarantee for a credit limit of $1500. I was approved and after one year of having the card that I hadn't even used they decreased my credit limit from $1500 to $500. I have used my card since and got the attached letter on January 23rd where they increased my credit limit to $900 and now February 24th they are decreasing my credit limit to just above what the balance is, so not my limit is $700. The letter I received states "Credit Score *********************** of trades opened recently is too high" I have proof from all 3 credit bureaus that my credit score has not decreased at all in this time frame and I have not opened up any new accounts in this time frame either so either they have mixed me up with someone else or just trying to ruin my credit so if this is how they are going to be I would like to cut all ties with them meaning I want my account closed and would like no more marketing emails, texts or phone calls. Why give a credit line increase to $900 if they are just going to turn around a month later and decrease it by $200 why not just increase the limit to $700 from the get go when this type of stuff ruins peoples credit and I do need to deal with a company that is a snake.

  

  Business Response

  Date: 03/10/2025

  Dear *****,
  
  Thank you for bringing your concerns to our attention. We completely understand your frustration with the changes to your credit limit, and we want to assure you that we value your feedback and apologize for the confusion this has caused.
  
  The adjustments to your credit limit are based on automatic reviews of your account, which consider factors like credit score and recent account activity, as outlined in the notice sent on January 5, 2025. However, we understand that you feel the explanation doesn't align with your situation. The terms for credit limit changes are detailed in the "Credit Limit" section of your Cardholder Agreement, available on Prosper.com.
  
  Weve gone ahead and closed your account, as per your request, effective March 3, 2025, and weve also ensured that you wont receive any further marketing communications from us. Please note that the remaining balance on the account will still need to be paid in full.
  
  We truly appreciate you being a customer, and Im sorry to see this end on such a note. If you ever need further assistance, please dont hesitate to reach out at *************************************** or **************.
  
  Sincerely,
  Prosper *************

• Initial Complaint

  Date:03/01/2025

  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.

  My credit limit prosper was lowered because I allegedly missed a payment. I tried to explain that someone gained access to the checking account that Iused to make my monthly payment with and as a result, my payment was missed. I received a letter from my bank supporting the same thing because of that Im asking to have my credit limit, reinstate it to where it was because it was not my fault that my Banking account was accessed and money was stolen. I have attached the letter from the bank.

  

  Business Response

  Date: 03/10/2025

  Dear Reugenia,
  
  We understand your concerns regarding the recent credit limit decrease and appreciate you reaching out. We recognize that dealing with unauthorized access to your bank account is a challenging situation, and we sincerely regret any frustration this may have caused.
  
  After reviewing your account, we can confirm that your credit limit was decreased on February 26, 2025, due to changes in your credit profile, not as a result of the returned payment. Please refer to the letter mailed to the address we have on file for more information.
  
  While we understand your request to reinstate your previous credit limit, we are unable to reverse this decision. Prosper regularly reviews accounts and makes credit limit adjustments based on various factors, as outlined in the "Credit Limit" section of your Cardholder Agreement.
  
  If you have any other questions, please feel free to reach us at *************************************** or at **************.   
  
  Sincerely,   
  
  Prosper ***************

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23006747
  
  I am rejecting this response because:  I call BS ON this response!  I receive a solicitation from PROSPER to apply for a loan.  I did so and because of this, it had an adverse impact and my CL was decreased.  I wish had been savvy enough to read the similar complaints which would have influenced my applying for the card.   Lastly, if PROSPER CHOSE to, my CL could be reinstated.  So I CALL BS and considering cancelling my card.  CS is useless as well.
  
  Sincerely,
  
  Reugenia *******

  

  Business Response

  Date: 03/18/2025

  Hello Reugenia,
  
  We understand your frustration and appreciate you taking the time to share your concerns. 
  
  We want to assure you that credit limit decisions are based on a review of various factors, including changes in credit history. In this case, the credit limit decrease on 2/26/2025 was due to a decrease in your credit score. 
  
  We know how important access to credit is, and while we are unable to reinstate your previous limit, your account will continue to be reviewed periodically to determine if eligible for a credit limit increase. If you have any questions or would like more details, we encourage you to review the "Credit Limit" section of your Cardholder Agreement, available at Prosper.com.
  
  We apologize for the frustration this has caused and appreciate your business. If you have any other questions, please feel free to reach us at *************************************** or at **************.   
  
  Sincerely,
  Prosper ***************

• Initial Complaint

  Date:02/25/2025

  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.

  I took out a loan from prosper on 02/07/2025 for $14,284.14 however, I got buyers remorse and contacted prosper to have the funds taken back and have the loan canceled since I had not used the funds. I paid it off today but was told I could not get the origination fee refunded which seems insane to me since I did not use any of the funds and the first payment was not even due yet. I am looking to get reimbursed for the $1,284.14 origination fee since I felt remorse after taking out this loan.

  

  Business Response

  Date: 03/04/2025

  Dear Girlandio, 
  

  Thank you for reaching out to us and sharing your concerns regarding your recent loan with Prosper. We understand how frustrating it can be to deal with buyer's remorse, and we appreciate you taking the time to contact us. 
  

  While we certainly empathize with your situation, we would like to clarify that, as per our policy, a full refund of the origination fee is not available, as the loan was processed and the fee was applied at the time of disbursement. However, since you have paid off the loan in full, you are eligible for a partial refund of the origination fee. As we discussed with you on February 25, when your payment was scheduled, a partial refund will be processed. 
  

  Please be aware that there is a pending period for the partial refund to be issued, which may take up to 28 days. You can refer to your Personal Loan Borrower Registration Agreement and ************* of Attorney (Section 7) for further information regarding compensation. These documents can be accessed through your online account. 
  

  If you have any questions or need additional assistance, feel free to reach out to us at ************ or via email at ************************************************************. 
  

  We appreciate your understanding and patience as we finalize the process. 
  

  Best regards, 
  Prosper Client Service 

  
  

• Initial Complaint

  Date:02/24/2025

  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 have been informed by my ************** attorney that I am the sole beneficiary on my ****************** account with **********************. He lent money to Prosper to lend to others. I have called them multiple times in the last two weeks, supposedly had my request for the Investment team managers to contact me escalated, have emailed the email address (multiple times) I was told to email in order to get resolution on accessing the account funds that were left to me. All emails have not been responded too and every time I call they state someone will call me back and for no one is available. No one has contacted me. I have already emailed them the death certificate.

  

  Business Response

  Date: 03/04/2025

  Dear ****, 
  

  First and foremost, I want to express our deepest condolences for your loss. I understand this is a difficult time, and we truly regret any additional stress this situation may have caused. 
  

  We sincerely apologize for the delays and lack of response you've experienced. After reviewing your case, weve identified areas of opportunity on our end and are actively working to address them. Please know that we have received the required documents, including the death certificate, and have escalated your issue for further review. Our Investor Team is now reviewing the matter as a priority, and we will ensure that someone reaches out to you as soon as possible with an update. 
  

  In the meantime, should you need any further assistance or have additional questions, please dont hesitate to contact us directly at ********************************* or by calling ************. 
  

  Again, we apologize for the inconvenience and appreciate your patience as we work to resolve this matter swiftly. 
  

  Best regards, 
  Prosper ***************  

  
  

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22982319
  
  I am rejecting this response because:

  This is the same response they keep giving me - that its been escalated & that it's a priority. We are going on a month now of when I call they say no one can assist me yet it's being escalated and someone will reach out. No one has reached out with what is required on their part. The last request where they requested documentation, was already documentation I had sent to them weeks prior. There should be a live person picking up the phone and calling me regarding this matter AND giving me solid information on when they will be closing out the account and disbursing the funds.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 03/11/2025

  Dear ****, 
  

  Thank you for your patience, we sincerely apologize for the continued frustration youve experienced. We completely understand how stressful and disappointing this situation must be, especially during such a difficult time. Please know that we are fully committed to resolving this matter as quickly as possible. 
  

  As of March 10, 2025, a member of our Investor team did reach out to confirm that weve received all the necessary documentation. Currently, your case is under legal review, and were working closely with the relevant teams to ensure we move forward with the next steps. We understand that waiting for updates has been frustrating, and we want to assure you that this process is being actively worked on. 
  

  In the meantime, if you have any questions or need further assistance, please dont hesitate to contact our team at ********************************* or by calling ************. 
  

  Once again, we apologize for the delays, and we truly appreciate your patience as we finalize the necessary steps. 
  

  Best regards, 
  Prosper ***************  

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22982319
  
  I am rejecting this response because: for based off the lack of communication, for it's been a month now with no resolution yet and I just received a live phone call on 3/10, I will close this case out once fully resolved. The issue isn't just getting a response, it is also with you following through with ***** ******** requests for his account upon death.Thank you for your attention to this matter.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:02/24/2025

  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 applied for a loan with Prosper. I recognized the company name and thought that I had been approved for a loan by a legitimate banking institution. I started to become suspicious based on the attitude of the loan officer. However, an initial deposit was made to my bank account (as a test). Then, the loan officer started making threatening calls for me to refund the test deposit with gift cards to be purchased at *********. Thats when I definitely knew that the loan was a fraud. I changed my account login and canceled my debit card in an attempt to protect my account. It didnt help. Prosper was able to withdraw the text deposit of almost $1,000 over the weekend, which caused havoc with my bank. Please warn others, especially seniors, do not fall for loan fraud scams like I did. Now I am in the throes cleaning up the banking mess caused the Prosper fraud. It is sickening. I do not believe that I have any recourse other than to prevent others from falling prey to such cruel and fraudulent schemes.

  

  Business Response

  Date: 03/03/2025

  Dear *****,

  Thank you for contacting us. We're very sorry to hear about your experience. 

  We want to clarify that Prosper was not involved in or responsible for the communication you received. It seems that the actions you mentioned were carried out by an unrelated third party, not associated with Prosper. We apologize for any inconvenience this may have caused. 
  
  We suggest reporting this to local law enforcement and placing a fraud alert with the credit reporting agencies to safeguard your credit. 
  
  If you have any further questions or concerns, please contact us at ********************************** or call ***************.? 
  
  Sincerely,? 
  Prosper Client Services? 

• Initial Complaint

  Date:02/22/2025

  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.

  I am writing to formally raise a critical issue concerning the recent update of the Prosper Android Application. Since the update, users, including myself, are unable to enter custom payment amounts or add/remove bank accounts as a payment method. I am utilizing a current model ******* device with all the latest OS and security updates, as well as the latest version of your application from the ****** Play ******** an individual with a disability that causes intermittent paralysis of my vocal cords, I rely heavily on text input functionalities to manage my payments. The necessity to call in monthly to make payments exacerbates my condition, causing significant strain on my vocal cords.Despite reporting this issue multiple times, no resolution has been provided. Should this problem remain unresolved, I will be compelled to file an *** complaint at *******, as well as with the *** and CFPB, as this situation violates my rights under the ***.I expect prompt and effective action to rectify this issue.Thank you for your immediate attention to this matter.

  

  Business Response

  Date: 02/28/2025

  Dear ****,
  
  We appreciate you bringing this issue to our attention, and we deeply regret the difficulties youve been experiencing with the Prosper application. We understand how important it is for you to have full access to manage your payments independently, and we are committed to resolving this matter as quickly as possible.
  
  Our team is actively reviewing your account, and we will follow up via email within the next 1-2 business days with further updates. In the meantime, we kindly ask that you respond to the troubleshooting email that was sent today. Your responses will provide valuable information to our technical team, helping us identify and resolve the issue more efficiently.
  
  We appreciate your patience and the opportunity to assist you. Please dont hesitate to reach out if you need any further support. Feel free to reach us by email at **********************************************************************.
  
  Sincerely,???
  Prosper ***************

• Initial Complaint

  Date:02/21/2025

  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.

  When I opened my Credit Card somehow Prosper put the incorrect date for my Birthday and now they won't give me any information about my account. I have emailed a copy of my Drivers License 15 times and they still say I am giving them the incorrect birthdate. Then they Locked my Card. Not my Fault. This Company is a complete Scam. I am so upset that I even opened an account with them. I would just like someone from there to fix the Birthdate they have for me and we can move on from this. Please just fix my Birthdate according to the information that you have

  

  Business Response

  Date: 02/28/2025

  Dear *****, 
  
  We sincerely apologize for the frustration and inconvenience you've experienced while trying to verify your account. We understand how important it is to have access to your account and appreciate your patience as we worked to resolve this issue. 
  
  We reviewed your account and confirmed that the date of birth on your drivers license matches what we have on file. As an added precaution, on 02/24/2025 we updated your date of birth within our systems to ensure accuracy. Since we were previously unable to verify your identity, a restriction was placed on your card for security reasons. Now that this has been addressed, we encourage you to call in again to complete the verification process. Once verified, we will be able to lift the restriction and restore full access to your account. 
  
  
  We are continuing to review your previous interactions to ensure we have provided the best possible service and will update you accordingly via the email address we have on file. 
  
  If you encounter any further issues or have any additional questions, please let us know so we can assist you further. Please feel free to reach us at *************************************** or at **************.  
  
  Sincerely,??? 
  Prosper ***************