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:01/28/2025

  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 paid my balance in full. Prosper took ****** out twice from my checking account my limit is 500 they said the would mail me a check. I never recvd it. Now my balance shows 884 when in fact it is not and Im being charged 33% on a balance I dont owe I called 7 times and 7 times I was told it was a glitch in their system and they would fix it only to find out my check was never mailed. They electronically took my money twice why cant the refund be done the same way

  

  Business Response

  Date: 02/06/2025

  Hello ******, 
  
  We sincerely apologize for any frustration and confusion regarding your recent payments and refund process. We understand how important it is for your account balance to reflect accurate information, and we regret any inconvenience caused during your interactions with our team. 
  
  We have confirmed the remaining balance of $886.85 is accurate. Two payments of $553.41 were made online on 1/7 and 1/9. A refund check for one of the duplicate payments made on 01/07, and this was issued to the address we have on file on 1/27. We are happy to see that it was cashed on 2/3. The second payment that was made on 01/09 was reversed on 1/20 after being returned by your bank. We recommend contacting your financial institution for more information regarding this payment.
  
  We identified opportunities when speaking with our team on 1/25 and 1/28, and we have taken steps to ensure similar issues do not occur in the future.
  
  The interest rate will vary with the market based on the Prime Rate. For more information on your interest rate and when interest is applied, please refer to the "Interest Rates and Interest Charges" section of the Cardholder Agreement.
  
  If you need further assistance or have any additional concerns, feel free to reach us by email at *************************************** or by calling our *************************** at ************. 
  
  Sincerely, 
  Prosper ***************

• Initial Complaint

  Date:01/24/2025

  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.

  Prosper Bancard has a lot of issues with their technology. This is the second time that I have made a payment through their system that they tell me they've received and the payment was not reversed, so they have received a payment 3 weeks ago. Yeah, yet they have not updated my account with a 0 balance. The issue with this is on my credit. It's showing that I owed them. The annual card fee for the last 30 days. When I paid them almost 30 days ago, they have said that they will follow-up to figure out what is wrong with their system. In the meantime, I should not have this stress of my credit being reported with inaccurate information. Especially since I carry 0 balances on the majority of my cards. It's outrageous that their system is so faulty, that for the second time. When I pay the car to a zero balance, they don't reflect that information for almost a month. Currently, I still am waiting for the payment that they confirmed on January 7th 3 weeks ago to post to my account. So it reflects the correct information that I have a zero balance, not that i've been owing thirty nine dollars to them for almost a month

  

  Business Response

  Date: 01/30/2025

  Dear Mia,
  
  We sincerely apologize for any frustration and concern this situation has caused you. We understand how important it is to have accurate and timely updates to your account, and we appreciate you bringing this to our attention.
  
  At this time, we do not have a record of a payment being made on January 7, 2025. Your due date was January 24, 2025, and we received a payment on January 28, 2025, which resulted in a carried-over balance of $39. We have initiated an investigation to determine if there was an attempted payment on January 7 and will follow up via email once our review is complete. Additionally, we have verified that all reporting is accurate and reflects your account as current, though it may take ***** days for the latest cycle to update with the credit reporting agencies.
  
  In the meantime, while we complete our investigation, we kindly ask that you provide a copy of your most recent bank statement showing the payment was deducted. This will assist us in further reviewing your concerns. You can email us with supporting documentation at **********************************************************************. 
  
  We appreciate your patience and the opportunity to address this matter. Please dont hesitate to reach out if you need any further assistance by calling our *************************** at ************.
  
  Sincerely,
  Prosper ***************

• Initial Complaint

  Date:01/23/2025

  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.

  Fees charged every month because I carry a balance. This card is only for individuals who can pay their entire balance each month. I dont use the card anymore, yet the fees are astronomical each month. I feel I will never get this card paid off because Im not able to pay off the entire balance on the card. I just keep paying into nothing.

  

  Business Response

  Date: 01/30/2025

  Dear *******,
  
  Thank you for sharing your concerns with us. We understand how frustrating it can be to feel like you're not making progress on your balance, especially with fees adding up.
  
  To clarify the fees on your account, the $39 annual fee is a standard charge as outlined in the Cardholder Agreement and is assessed once per year. Additionally, a $39 late fee was applied; however, as a courtesy, weve removed this fee on January 29, 2025. Please note that interest charges are applied to any remaining balance at the end of each billing cycle.
  
  For further details on the fees, we recommend reviewing the "Rates and Fee Summary" section of the "Cardholder Agreement."
  
  Your satisfaction is important to us, and we want to ensure you're supported every step of the way. If you have any further questions or need assistance, feel free to reach us at ********************************************************************** or by calling us at ************.
  
  Sincerely,
  Prosper ***************

• Initial Complaint

  Date:01/23/2025

  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.

  My loan application was approved and within seconds it was denied because they said I was high risk of fraud and I didnt do anything wrong they never ask for any documentation to verify my identity and placed a hard inquiry on my ********** report for nothing I want it removed off my credit report or loan application to be processed by a human not a computer.

  

  Business Response

  Date: 01/29/2025

  Dear Jermmie,
  
  We sincerely apologize for any frustration or confusion you've encountered during your loan application process.
  
  After careful review, we regret to inform you that we are unable to move forward with your application at this time. Your loan has been canceled, and your account will be suspended for 90 days. An Adverse Action Notice was sent on January 23, 2025, which includes more details about this decision.
  
  We also understand your concern regarding the hard inquiry and want to reassure you that we've requested its removal from your credit report. Please allow ***** days for this to be reflected.
  
  If you have any questions, feel free to reach out to us at ************ or ************************************************************.
  
  Best regards, 
  Prosper Client Services 

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22846841
  
  I am rejecting this response because: Im not sure why it was suspended. I didnt do anything wrong nor I dont have bad credit . ****************** . Please removed me from your list and delete my account Im no longer interested anymore.  Delete my information otherwise Ill take legal action 
  
  Sincerely,
  
  Jermmie *****

  

  Business Response

  Date: 02/03/2025

  Dear Jermmie, 

  Thank you for your follow up, we truly apologize for any frustration caused. Weve gone ahead and processed your request to opt out of all marketing materials, effective as of today, 2/3/2025. 

  Regarding your account information, we are unable to delete it due to our Privacy Policy, which requires us to retain certain data for legal and operational purposes. We understand this may be disappointing, and we want to assure you that your information will not be used.  

  If you have any further questions or concerns, please dont hesitate to reach out to us at ************ or ************************************************************. 

  Best regards,

  Prosper Client Services 

  Customer Answer

  Date: 02/03/2025

  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,
  
  Jermmie *****

• Initial Complaint

  Date:01/18/2025

  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.

  Prosper keeps sending me mailers telling me I'm pre-approved just to get my info and I'm always denied. I'm sick of the games they are being shady and lying to get my data.

  

  Business Response

  Date: 01/24/2025

  Dear ********,
  
  Thank you for reaching out to share your concerns. We understand how frustrating it can be to receive pre-approved mailers and not have the outcome you anticipated.
  
  Our pre-approved offers are based on certain initial criteria, but final approval depends on the information provided during the application process and a review of eligibility requirements. We want to assure you that these offers are not intended to mislead, and we respect the privacy of your information throughout the process.
  
  As part of addressing your concerns, we have opted you out of future marketing communications to ensure you no longer receive these offers. Please note that this update can take up to ***** hours for calls and emails and up to 90 days for mailers. Please dont hesitate to reach out if you have additional questions or concerns. You can email us at *********************************** or contact by phone at ************.
  
  Sincerely,
  
  Prosper Client Services 

• Initial Complaint

  Date:01/17/2025

  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.

  Today. 1/17/2025, I contacted prosper.com via phone to try to get my online account access. They claim I can no longer access my online account because I closed my credit account. Because of this, I can no longer make my payments online. I am hard of hearing so I have to now have someone else call on my behalf to make payments. This is unacceptable. I am not asking for anything special. I just want to be able to access my information online as all the other customers do. I would like them to reinstate my online account access. I will not accept any other resolution.

  

  Business Response

  Date: 01/24/2025

  Dear ****,
  
  Thank you for sharing your concerns with us. We deeply empathize with the challenges youve faced and understand how important it is to have convenient access to manage your account.
  
  Unfortunately, due to the timing in which the account was closed and when our new online experience launched, we are currently not able to extend online access to your account. We deeply apologize for the inconvenience this has caused and encourage you to continue using our other payment options available to you.
  
  Payments can be made either over the phone with an agent by giving us a call at ************, or by mail:
  
  Regular Mail (Please allow up to 10 business days for payment to be received)
  Prosper Card Services
  P.O. Box 650078
  ****************-0078
  
  Overnight Mail (Please allow up to 1-3 business days for payment to be received)
  Attn: Lockbox 650078
  ***************************
  ********************
  
  For further questions or concerns, you can always contact **************** at 1-************ from Monday to Sunday, 8:00 a.m. EST to 10:00 p.m. EST
  
  Sincerely,
  Prosper ***************

• Initial Complaint

  Date:01/16/2025

  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 am not responsible for the debt attributed to PROSPER MARKETPLACE IN. There is no contractual agreement between me and PROSPER MARKETPLACE IN, and they have not furnished the original contract as requested.

  

  Business Response

  Date: 01/23/2025

  Dear ******, 
  

  Thank you for reaching out to us. We understand that receiving communication regarding a debt can be concerning, and we want to assure you that we take these matters seriously. 
  

  After reviewing your account, we have confirmed that the account is reporting accurately. We also want to clarify that there has been no prior request for a validation of debt. However, to address your concerns thoroughly, the validation of the debt will be sent to you via regular mail on 1/23/2025. Please allow 7-10 business days for delivery to the address we have on file. 
  

  Once you receive the documents, if you still believe this loan does not belong to you, we kindly ask you to contact us directly at ************, and our team will be happy to assist you further. 
  

  We appreciate your cooperation and look forward to resolving this matter. 
  

  Best regards, 
  

  Prosper Client Services 

• Initial Complaint

  Date:01/15/2025

  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 recently applied for a loan through Prosper. I have had multiple prosper loans, most for $10,000.00 or higher and paid each of them off successfully, on time, or in advance of the loan termination date. I have been a faithful and reliable customer. Recently, they offered me a great deal and rate on a personal loan, so I decided to apply. I applied for this loan the same way I have every other Prosper loan prior. After preliminary approval, I went through with a hard credit check and I was told I was APPROVED. After my application was received, I was told they "could not verify my income". Odd, but ok? Upon review, I evidently included additional household income in box 1 of the application when apparently I should have put it in box 2. Instead of allowing me to remedy this and submit proof, the representative canceled my loan application. I was told I could start over with no additional hard credit check. The error was mine- happy to correct. However, when I applied again, my rate was DOUBLE the initial application and the total loan amount was lower. When I asked why, I was told "conditions had changed such as market rates, my credit score, etc.". Well sure they did, Prosper had initiated a hard credit check on my credit history, so my credit score changed. The changes in my credit were induced BY THE COMPANY. I did not want to accept the loan at the new rate. I wanted the original terms I was APPROVED for. I received email confirmation that my application was APPROVED. It feels like a bait and switch to grant an approval, retract it, and then make someone reapply at a worse rate. For that reason, I'm no longer interested in the loan and I would like the credit check reversed. Had I not known I was officially approved, I never would have instigated a hard credit check. A simple modification to my existing application would have been the fair thing to do, especially for a customer who has successfully paid off, with zero penalties, 4+ loans for the same company.

  

  Business Response

  Date: 01/22/2025

  Dear *******
  
  Thank you for reaching out. We understand your frustration and truly value your loyalty as a customer. We regret the inconvenience caused by the changes to your loan terms after your initial approval.
  
  Regarding your application, when we were unable to verify your initial income, we gave you the option to reapply with verified income to avoid an additional credit pull, as long as it was completed within 30 days of the initial pull. However, due to changes in your income and the new application details, the loan terms were adjusted.
  
  While we cannot modify the loan terms once an offer is made,please know that we are committed to making the process as smooth as possible for our customers. Unfortunately, the credit inquiry cannot be reversed, but we understand how this situation has impacted you.
  
  If you have further questions or need assistance, please don't hesitate to contact us at ********************************** or by phone at ************.
  
  Thank you for your understanding.
  
  Sincerely,
  Prosper ***************

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22815934
  
  I am rejecting this response because:

  You refused to give me the opportunity to re-verify my additional household income before canceling my application completely. It was not that you "could not" verify, it was that you DID NOT give me an opportunity to submit the additional documentation needed, and assumed what my income was based on the paystub provided (which was all the agent would accept). Your loan application allows space to input both primary income, and household income. If household income is not an acceptable form of income to qualify for a Prosper loan, then you need to omit this option from your application. I had additional documentation that would have verified my total household income, and you refused to let me submit these paystubs with my first application and instead rejected it outright. It is an online application- mistakes can happen. The right thing to do would have been to let me modify my primary application, submit my additional income verification, and THEN re-evaluate it and make a decision. Instead, you assumed what my income was based on a confusing and lengthy phone call with an agent over the phone (no one would transfer me to a supervisor), you denied my loan, dinged my credit, and offered me a worse rate and loan amount upon what was supposed to be a fair and equal re-application. If I were re-applying with no consequence, that would mean applying for the SAME loan, at the SAME rate. That is not what happened, this was a bait and switch. I would like my credit check reversed. 

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

  

  Business Response

  Date: 01/28/2025

  Thank you for following up, ******. We understand your concerns and regret the frustration this situation has caused.
  
  To clarify, Prosper's policy is that we can only accept income that is directly attributable to the applicant, which is why the additional household income could not be considered in the initial application. When the income provided couldn't be verified, we were unable to proceed with the loan and advised you to reapply with updated information.
  
  We truly value you as a loyal customer and want to ensure clarity in our process. Unfortunately, we are unable to reverse the credit check or adjust the terms of your loan application after changes have been made.
  
  If you have any other questions or concerns, were here to assist you further.
  
  Sincerely, 
   
  Prosper Client Services 

  Customer Answer

  Date: 01/28/2025

  I find the company's phrasing to be misleading and would not have used their services if I had understood the process as they describe it now. If I am told I can "reapply" for something, it means that I am applying for the same, exact thing as I applied for on the first go around. That is what I asked to do. To be given a different set of terms constitutes a NEW application, and had I known that was what they meant by "just let us close this one and reapply with no additional hard credit check!", I would have NEVER agreed. Additionally, if they do not want applicants use household income as a way to verify approval for a loan, do not give them the option to enter it in the form. We will not be able to resolve this dispute, I do not accept the company's response.
  

• Initial Complaint

  Date:01/13/2025

  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.

  To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed **************************** ACCT #: ******* ***. $4,569.00 Under the Fair Credit Reporting Act, 15 U.S.C. 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  

  Business Response

  Date: 01/22/2025

  Dear *******, 
  

  Thank you for reaching out to us regarding your concern. We take fraud concerns very seriously and are committed to assisting you in resolving this matter. 
  

  After reviewing your account, we have confirmed that the account is reporting accurately. In response to your request, a validation of debt will be sent to you via regular mail, and you should expect to receive it within 7-10 business days.

  Additionally, two emails have been sent to you: one on 1/21/2025 regarding the fraud claim, and another on 1/22/2025 discussing the account status and next steps. 
  

  Please be assured that we are here to support you and ensure that your concerns are addressed promptly. If you have any additional questions or need further assistance, feel free to reach out to us at ********************************** or call 866-615-6319. 

  Thank you for your patience. 
  

  Sincerely, 
  

  Prosper Client Services 

• Initial Complaint

  Date:01/10/2025

  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.

  A Cashiers check for my loan account ******* was Fed exd to Prosper Market Place to pay off my loan the check was cashed by Prosper but the loan is still showing owed on my Credit Report(s). Tracking# ************ mailed on 12/16/2024 overnight delivery.

  

  Business Response

  Date: 01/21/2025

  Dear *******,
   
  Thank you for reaching out, and we truly understand your concerns regarding the status of your loan on your credit report. We apologize for any confusion this may have caused.
   
  After reviewing your account, we can confirm that the cashiers check was received and applied to your loan on 12/18/2024. We also processed an overpayment disbursement on 12/28/2024, and your partial origination fee was refunded on 1/12/2025. Congratulations on successfully paying off your loan!
   
  Please note that your loan is now closed, and the updated information has been sent to the credit bureaus. It can take ***** days for the "Paid in Full" status to reflect on your credit report.
   
  If you have any further questions or need additional assistance, feel free to reach out to us at ********************************** or by calling ************.
   
  Thank you for your understanding, and we appreciate your continued trust in Prosper.
   
  Best regards,
   
  Prosper Client Services 

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22778097
  
  I am rejecting this response because:
  The business should be contacting the three Credit Bureaus via e-Mail or Mail to update the status of the loan being paid within 10 working days or sooner. I am requesting the business do this ASAP and follow up via email or letter to the requester and BBB this has been accomplished. This is jeaporidizing the status of my Security Clearance and may require legal action  on my part to be initiated.
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 01/24/2025

  Dear *******, 
  

  Thank you for your follow-up, and we completely understand the urgency of your situation.  
  

  We want to reassure you that we have already sent the updated information to all three major credit bureaus indicating that your loan has been paid in full. While weve done everything on our end to ensure this is reflected accurately, please note that once the credit bureaus receive this information, it is their responsibility to update your credit report. Unfortunately, we have no control over the timing of these updates. 
  

  We understand how important this is, and we truly appreciate your patience as the bureaus process this update. If you dont see the change on your report within the expected timeframe, please feel free to reach out, and well be happy to assist further. 
  

  Thank you for your understanding, and again, we apologize for any inconvenience caused. 
  

  Best regards, 
  

  Prosper Client Services 

  Customer Answer

  Date: 01/24/2025

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