Initial Business Response /* (1000, 5, 2016/01/29) */
Thank you for contacting Prosper. We sincerely apologize for negative experience.
Anytime a customer applies with Prosper and we cannot approve them, they are redirected to our partners; such as Am One. However, we do not obligate you in...
any way to visit a partner's site or conduct business with them.
While a credit score of 640 is the minimum requirement to get a loan through Prosper, we also look at factors that determine your score, such as:
Debt-to-income ratio
Any possible delinquencies
Credit inquiries within the last 6 months
Bankcard utilization
All of the aforementioned, including a few more factors, determine eligibility, rates, terms, etc.
Please let us know if you have any questions or concerns.
We apologize for any inconvenience we may have caused by discontinuing our note trading option for investors. We are always looking for additional opportunities to enhance our offerings and remain committed to our investors. If another secondary market emerges that would provide...
sufficient value to our investors we will review the opportunity to partner with the service.
Initial Business Response /* (1000, 8, 2016/01/19) */
Hi [redacted],
We sincerely regret the negative experience. A senior agent has been assigned to your account and will be contacting you very soon. They will provide you with a direct line to discuss, and we look forward to hearing more regarding...
the interaction.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Dear Jonathan,
We apologize for any frustration. We have opted you out of further outreach based on the information provided in this complaint. Unfortunately, you may receive mailings that have already been prepared or mailed for 90 days after this request is submitted.
Sincerely,
Prosper Client...
Prosper did receive an application in your name through a partner site. However, no loan was initiated, and the application did not impact your credit.
If you have additional questions, please contact us at [redacted] or call us at[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The business would not have responded to me without the Revdex.com's assistance, thank you very much!
Sincerely, [redacted]
Complaint:[redacted]I am rejecting this response because: I have sent Prosper in [redacted] and again 03/[redacted].04/[redacted] and 05/15/[redacted] receive via postal carrier certified mail and signature required , 2 notorized affidavits Identity Fraud Affidavit required by Prosper's Fraud Department and FTC Identity Theft Report and Police Incident Report from 12/[redacted] , Prosper is not taking this matter seriously and continues causing me harm for their actions . I have made 2 complaints through Consumer Financial Protection Bureau and will seek legal advice for possible damages . Prosper has the ability to fix the problem , Sincerely,[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Dear [redacted]
All loans through the Prosper platform are originated by WebBank, an FDIC insured and Utah-chartered industrial bank. As a result, and as indicated in the Promissory Note and the Borrower Registration Agreement, all loans through the Prosper platform are governed by federal...
law and, to the extent that state law applies, the laws of the State of Utah. We are not able to lower your interest rate as the terms of your loans are permissible under the applicable law.
We thank you for being a valued Prosper customer.
Prosper Client Services
Initial Business Response /* (1000, 8, 2015/10/08) */
Our apologies for the frustration. We have identified one of the names but we're unable to locate the other two. We have reached out to [redacted] directly by email and will await her response.
Initial Business Response /* (1000, 6, 2015/08/17) */
We regret hearing this experience and strive for better service. Calls are recorded for quality and training purposes and because of this exchange, your calls have been assigned to be reviewed. Key changes in processing have already been...
implemented as a result of this situation.
Please let us know if you have anything further by reaching our Customer Service phone number at XXX-XXX-XXXX. We thank you for being a valued member of the Prosper Community.
Initial Consumer Rebuttal /* (2000, 8, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted]I am rejecting this response. Payments had been made the same way for months. Why did they suddenly stop getting applied to my account, when my method of paying you did not change? I did ask that PROSPER stop calling me concerning that specific issue, but never to stop calling me for every issue.
Sincerely,Christopher [redacted]
Initial Business Response /* (1000, 8, 2016/01/19) */
Hi [redacted],
We sincerely apologize for the negative experience. One of Prosper's main goals is providing our loan products in the most efficient way possible, and it seems there's an area of opportunity for us to work on.
Please...
consider this as confirmation that your account is closed and your personal identifying information is secure. Access to this information has been shut off and cannot be retrieved by anyone externally. If you need further assistance, please email [redacted]@prosper.com and a senior agent will be assigned to your account.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Initial Consumer Rebuttal /* (3000, 10, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like details as to how my information is secure not only externally, but also your employees having access. You have my social security number and you used deceptive business practices which does not give me comfort with my information in your businesses hands. I am keeping your response to my complaint and that way, if my social security number is used, you will be my starting point of my investigation.
Final Business Response /* (4000, 12, 2016/01/25) */
Hi [redacted],
When your account is closed, Prosper cuts off online access completely. Since we do not store customer submitted documents in online accounts, regardless, this is another safety measure we take to secure your personal identifying information. Internal systems are also restricted to departments and personnel that work with our customers. We take security of personal information very seriously and comply with all state and federal laws.
If you need further assistance, please email [redacted]@prosper.com and a senior agent will be able to assist you further.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Final Consumer Response /* (2000, 14, 2016/01/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted],
Thank you for reaching out to us. Prosper takes claims of fraud and identity theft very seriously, and we would like to help you resolve the issue as quickly as possible. We did not receive a response to our initial request for information and have no record of the documents...
mentioned in this complaint.
We have sent an email with details of what we will need to complete the review of this claim to the email address provided in this inquiry. Please respond with the information provided so that we can attend to this issue in an efficient manner.
If you have further questions, please contact our customer service department at 1 866 615 6319 or via email at [email protected].
Sincerely,
Prosper Client Services
Dear Tracy,
Thank you for reaching out to us regarding your concern. It can take between 7 - 10 business days for a mailed check payment to arrive and be processed. The final payment was applied to the loan on 4/16/2018. The overpayment amount will be disbursed to the bank account on file. If you...
have further questions, please call us at [redacted] or email us at [redacted]
Sincerely,Prosper Client Services
Initial Business Response /* (1000, 5, 2016/01/11) */
Hi [redacted],
We regret the negative experience. Part of Prosper's goal is to provide a World Class customer experience, and it seems there are areas of opportunity for us to do better here.
We apologize for any error in our attempts to...
explain how the Truth in Lending Disclosure document works, including the Origination Fee, Annual Percentage Rate and Finance Fee. As previously stated in your recent phone conversation with us, please reach out directly to the Senior Agent working on your case. She will be able to assist you further.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a phone call from Prosper regarding some of my complaints. The interest and APR are unclear for a novice in finances. However, she did attempt to provide me with further information. Though I still do not appreciate the service I received before regarding informing me that after the loan was paid off that I would not owe anything further. That was not the truth as there was still another payment after I thought the loan was paid in its entirety. The representative that I gave the payment information to seemed to know little of what she was talking about.
Please understand that loans, interest rates, and APRs are incredibly confusing to someone who is not a finance major or who holds that kind of job. It is the company's responsibility to try to further explain what one is getting into.
The representative that I just spoke with tried to tell me the difference between the APR and interest rates, and that I did in fact believe I was getting a loan for 12% when that wasn't the case. It was still slightly difficult to understand but much better after a live person spoke to me rather than reading what was online. I don't believe there should be such a thing as signing up for an online loan unless the process is further explained.
I did realize that instead of paying around 700 for a loan I kept for a month, I actually only paid a little less than 500. This is slightly an easier pill to swallow but still disheartening that I was charged this much to borrow $5700 for a month. My experience with prosper was still a terrible one for which my only semblance of any closure or understanding was the last representative I spoke to.
I will never be taking out a loan with prosper again.
Final Business Response /* (4000, 9, 2016/01/25) */
Hi [redacted],
We understand that interest and APR can be very confusing and regret not addressing your concerns to your satisfaction initially. We appreciate the feedback and look forward to continued research into making this a much easier process for future customers.
To confirm, the remaining balance was incorrect and as a result we have waived it. Your loan is paid in full and nothing else is owed. If you need further assistance, please email [redacted] directly.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Based on the review of all information, we are unable to move forward with the loan origination. As a result your account has been terminated and loan application canceled. We apologize we cannot be of service.
Dear [redacted]-
We apologize for any confusion about the due date for the first payment for a Prosper loan. The first payment is due 30 days after a loan has originated, so no loan payment would be due until October.
If there are any further questions or concerns that we can assist with, please do...
not hesitate to reach out. We can be reached by phone at 866-615-6319, or by email at [email protected].
Prosper Client Services
Initial Business Response /* (1000, 5, 2016/01/29) */
Thank you for contacting Prosper. We sincerely apologize for negative experience.
Anytime a customer applies with Prosper and we cannot approve them, they are redirected to our partners; such as Am One. However, we do not obligate you in...
any way to visit a partner's site or conduct business with them.
While a credit score of 640 is the minimum requirement to get a loan through Prosper, we also look at factors that determine your score, such as:
Debt-to-income ratio
Any possible delinquencies
Credit inquiries within the last 6 months
Bankcard utilization
All of the aforementioned, including a few more factors, determine eligibility, rates, terms, etc.
Please let us know if you have any questions or concerns.
Dear [redacted],
We apologize for any inconvenience we may have caused by discontinuing our note trading option for investors. We are always looking for additional opportunities to enhance our offerings and remain committed to our investors. If another secondary market emerges that would provide...
sufficient value to our investors we will review the opportunity to partner with the service.
We thank you for being a valued Prosper investor.
Prosper Client Services
Initial Business Response /* (1000, 8, 2016/01/19) */
Hi [redacted],
We sincerely regret the negative experience. A senior agent has been assigned to your account and will be contacting you very soon. They will provide you with a direct line to discuss, and we look forward to hearing more regarding...
the interaction.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Dear Jonathan,
We apologize for any frustration. We have opted you out of further outreach based on the information provided in this complaint. Unfortunately, you may receive mailings that have already been prepared or mailed for 90 days after this request is submitted.
Sincerely,
Prosper Client...
Services
Dear Yvonne,
Prosper did receive an application in your name through a partner site. However, no loan was initiated, and the application did not impact your credit.
If you have additional questions, please contact us at [redacted] or call us at[redacted]
Sincerely,
Prosper Client Services
Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The business would not have responded to me without the Revdex.com's assistance, thank you very much!
Sincerely, [redacted]
Complaint:[redacted]I am rejecting this response because: I have sent Prosper in [redacted] and again 03/[redacted].04/[redacted] and 05/15/[redacted] receive via postal carrier certified mail and signature required , 2 notorized affidavits Identity Fraud Affidavit required by Prosper's Fraud Department and FTC Identity Theft Report and Police Incident Report from 12/[redacted] , Prosper is not taking this matter seriously and continues causing me harm for their actions . I have made 2 complaints through Consumer Financial Protection Bureau and will seek legal advice for possible damages . Prosper has the ability to fix the problem , Sincerely,[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Dear [redacted]
All loans through the Prosper platform are originated by WebBank, an FDIC insured and Utah-chartered industrial bank. As a result, and as indicated in the Promissory Note and the Borrower Registration Agreement, all loans through the Prosper platform are governed by federal...
law and, to the extent that state law applies, the laws of the State of Utah. We are not able to lower your interest rate as the terms of your loans are permissible under the applicable law.
We thank you for being a valued Prosper customer.
Prosper Client Services
Initial Business Response /* (1000, 8, 2015/10/08) */
Our apologies for the frustration. We have identified one of the names but we're unable to locate the other two. We have reached out to [redacted] directly by email and will await her response.
Initial Business Response /* (1000, 6, 2015/08/17) */
We regret hearing this experience and strive for better service. Calls are recorded for quality and training purposes and because of this exchange, your calls have been assigned to be reviewed. Key changes in processing have already been...
implemented as a result of this situation.
Please let us know if you have anything further by reaching our Customer Service phone number at XXX-XXX-XXXX. We thank you for being a valued member of the Prosper Community.
Initial Consumer Rebuttal /* (2000, 8, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted]I am rejecting this response. Payments had been made the same way for months. Why did they suddenly stop getting applied to my account, when my method of paying you did not change? I did ask that PROSPER stop calling me concerning that specific issue, but never to stop calling me for every issue.
Sincerely,Christopher [redacted]
Initial Business Response /* (1000, 8, 2016/01/19) */
Hi [redacted],
We sincerely apologize for the negative experience. One of Prosper's main goals is providing our loan products in the most efficient way possible, and it seems there's an area of opportunity for us to work on.
Please...
consider this as confirmation that your account is closed and your personal identifying information is secure. Access to this information has been shut off and cannot be retrieved by anyone externally. If you need further assistance, please email [redacted]@prosper.com and a senior agent will be assigned to your account.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Initial Consumer Rebuttal /* (3000, 10, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like details as to how my information is secure not only externally, but also your employees having access. You have my social security number and you used deceptive business practices which does not give me comfort with my information in your businesses hands. I am keeping your response to my complaint and that way, if my social security number is used, you will be my starting point of my investigation.
Final Business Response /* (4000, 12, 2016/01/25) */
Hi [redacted],
When your account is closed, Prosper cuts off online access completely. Since we do not store customer submitted documents in online accounts, regardless, this is another safety measure we take to secure your personal identifying information. Internal systems are also restricted to departments and personnel that work with our customers. We take security of personal information very seriously and comply with all state and federal laws.
If you need further assistance, please email [redacted]@prosper.com and a senior agent will be able to assist you further.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Final Consumer Response /* (2000, 14, 2016/01/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted]I am rejecting this response because:
I am still not able to log on.
Sincerely,[redacted]
[redacted],
Thank you for reaching out to us. Prosper takes claims of fraud and identity theft very seriously, and we would like to help you resolve the issue as quickly as possible. We did not receive a response to our initial request for information and have no record of the documents...
mentioned in this complaint.
We have sent an email with details of what we will need to complete the review of this claim to the email address provided in this inquiry. Please respond with the information provided so that we can attend to this issue in an efficient manner.
If you have further questions, please contact our customer service department at 1 866 615 6319 or via email at [email protected].
Sincerely,
Prosper Client Services
Dear Tracy,
Thank you for reaching out to us regarding your concern. It can take between 7 - 10 business days for a mailed check payment to arrive and be processed. The final payment was applied to the loan on 4/16/2018. The overpayment amount will be disbursed to the bank account on file. If you...
have further questions, please call us at [redacted] or email us at [redacted]
Sincerely,Prosper Client Services
Initial Business Response /* (1000, 5, 2016/01/11) */
Hi [redacted],
We regret the negative experience. Part of Prosper's goal is to provide a World Class customer experience, and it seems there are areas of opportunity for us to do better here.
We apologize for any error in our attempts to...
explain how the Truth in Lending Disclosure document works, including the Origination Fee, Annual Percentage Rate and Finance Fee. As previously stated in your recent phone conversation with us, please reach out directly to the Senior Agent working on your case. She will be able to assist you further.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a phone call from Prosper regarding some of my complaints. The interest and APR are unclear for a novice in finances. However, she did attempt to provide me with further information. Though I still do not appreciate the service I received before regarding informing me that after the loan was paid off that I would not owe anything further. That was not the truth as there was still another payment after I thought the loan was paid in its entirety. The representative that I gave the payment information to seemed to know little of what she was talking about.
Please understand that loans, interest rates, and APRs are incredibly confusing to someone who is not a finance major or who holds that kind of job. It is the company's responsibility to try to further explain what one is getting into.
The representative that I just spoke with tried to tell me the difference between the APR and interest rates, and that I did in fact believe I was getting a loan for 12% when that wasn't the case. It was still slightly difficult to understand but much better after a live person spoke to me rather than reading what was online. I don't believe there should be such a thing as signing up for an online loan unless the process is further explained.
I did realize that instead of paying around 700 for a loan I kept for a month, I actually only paid a little less than 500. This is slightly an easier pill to swallow but still disheartening that I was charged this much to borrow $5700 for a month. My experience with prosper was still a terrible one for which my only semblance of any closure or understanding was the last representative I spoke to.
I will never be taking out a loan with prosper again.
Final Business Response /* (4000, 9, 2016/01/25) */
Hi [redacted],
We understand that interest and APR can be very confusing and regret not addressing your concerns to your satisfaction initially. We appreciate the feedback and look forward to continued research into making this a much easier process for future customers.
To confirm, the remaining balance was incorrect and as a result we have waived it. Your loan is paid in full and nothing else is owed. If you need further assistance, please email [redacted] directly.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Based on the review of all information, we are unable to move forward with the loan origination. As a result your account has been terminated and loan application canceled. We apologize we cannot be of service.
Dear [redacted]-
We apologize for any confusion about the due date for the first payment for a Prosper loan. The first payment is due 30 days after a loan has originated, so no loan payment would be due until October.
If there are any further questions or concerns that we can assist with, please do...
not hesitate to reach out. We can be reached by phone at 866-615-6319, or by email at [email protected].
Prosper Client Services