Complaint:[redacted]I am rejecting this response because: my has all my information and BEGGED to make payments! Please pull your recordings. My daughter was flat out denied the opportunity to make payments even though she could verify my name, my address, my date of birth, my Social Security number, my telephone number, and my banking account information! So the response that you provided is not only incorrect it is insulting. You’re a company called my cell phone literally 2-3 times a day until my daughter was able to answer my phone and then a couple of times a week with my daughter still asking to make the payments and Prosper denied her. My daughter was able to make my mortgage payments, my utility payments and other bills that I have. Prosper was the only company that would not allow my daughter to make payments causing my credit score to drop almost 300 points! Sincerely, Jacquelyn[redacted]
[redacted]
We have send refund details directly to you. Please let us know if we can provide any additional information about this concern.
We thank you for your business.
Prosper Client Services
We are sorry to hear about your recent experience. Prosper does not have an account in your name and does not conduct business utilizing gift cards. Unfortunately, there are no actions that we can take to resolve your issue as it was caused by the actions of a third party and...
not the actions of Prosper.
If you haven’t already done so, you can report this to your local law enforcement. Additionally, please note that you may contact each of the three major credit-reporting agencies to place a consumer fraud alert on your credit profile.
Initial Business Response /* (1000, 5, 2015/12/16) */
Hi [redacted],
We apologize for the negative experience. On November 16th, we received a call from you to turn off your automatic payments and also schedule a one time payment for December 3rd. Then, on December 1st we received a call to schedule...
one more one time payment that day.
Per your request, one of these payments has been submitted back to your bank account. If you need anything further, please feel free to reach out to [redacted]@prosper.com and a senior agent will gladly assist you.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Contact Name and Title: [redacted] Contact Phone: [redacted]Contact Email: [redacted]Dear [redacted], We are very sorry to hear about your recent experience. We have reviewed our database and can confirm that we do not have an account in your name. Please note that Prosper...
Marketplace does not conduct business through a direct money transfer service, nor do we require an insurance deposit to originate loans. Nor do we require payment upfront before receiving the loan. We suggest that you report your recent experience to the local authorities as soon as possible.
Hello [redacted]-
We apologize for the delay processing the check. The account has been updated to reflect that it has been paid in full.
We appreciate your business and hope you have a great summer!
Prosper Client Services
Dear [redacted]-
Thank you for reaching out and providing feedback to us! The issue that you were experiencing has been resolved.
We appreciate your business and look forward to serving you in the future.
Prosper Client Services
Dear [redacted]-We are sorry to hear about your recent experience. Prosper does not have an account in your name and does not conduct business through [redacted]. Unfortunately, there are no actions that Prosper can take to resolve your issue as it was caused by the actions of a 3rd...
party and not the actions of Prosper. If you haven’t already done so, you can report this to your local law enforcement. Additionally, please note that you may contact each of the three major credit-reporting agencies to place a consumer fraud alert on your credit profile.Prosper Client Services
Initial Business Response /* (1000, 5, 2015/09/23) */
We regret hearing about the negative experience. Prosper follows all state and federal lending laws and do not discriminate against disabled individuals. You were asked to provide further supporting documentation of your income based on your...
stated employment status, since it may have included more than one source. This is consistent with other types of verification Prosper may ask prospective borrowers such as yourself to provide.
We hope you consider Prosper for your personal loan needs in the future. Should you need anything further, including any accommodation for submitting paperwork, please reach out to us at [redacted]@prosper.com and a senior agent can work with you directly.
We apologize for the frustration you experienced while attempting to retrieve a payoff quote. Both the balance and payoff quote for a future date can be viewed online. To get a payoff quote, the payoff quote option would have needed to be selected and the date of the payoff (10...
days out in this case) would have had to been entered. If the mailed check was made using the balance shown on the dashboard on Prosper.com, or the transit period exceeded the 10 days used in the quote, interest would have accrued over the intervening days and a balance would remain after the check was processed.
We have reached out to you directly via email to request a few pieces of information that will help us find the call you have referenced. Please respond to this email so that we can act on this matter as quickly as possible. Thank you.
Thank you for reaching out to request that no more mailers be delivered to you. We are happy to accommodate your request, and have initiated the process to remove your information from future campaigns. Please note, it may take up to 90 days for mailers already in the queue to...
be distributed.
If we can be of any further assistance, please feel free to contact us.
Dear Nancy,
Thank you for following up with us regarding this issue. A packet of information was mailed to you by Prosper on April 9, 2018. Please refer to the enclosed documents for additional detail. Regarding the change in ownership, please refer to the email sent to the email address on file on January 25, 2017 discussing this matter.
At this time, Prosper is no longer the owner of your loan, and is no longer making efforts to collect on the aforementioned account. If you have additional questions, please contact Velocity Investments LLC at [redacted] or by email at [redacted]. Prosper is required to report accurate information to the credit bureaus and cannot remove the loan from your credit report.
Sincerely,
Prosper Client Services
Initial Business Response /* (1000, 5, 2015/12/01) */
Hi [redacted],
We apologize for the negative experience and subsequent lack of communication provided. The issue has been fixed and you should be able to see your loan and payment history online, as well as make payments. If there are any...
further concerns please email [redacted]@prosper.com and a senior agent will be able to assist you. Any fees as a result of this issue will be corrected immediately. We thank you for being a valued member of the Prosper Community.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of right now, the website is down again and I am unable to make a payment online, view my previous payments or see if the late fee has been removed or any other load details.
Please remedy this matter before my payment is late again.
Final Business Response /* (4000, 9, 2015/12/16) */
Hi [redacted],
We can confirm the issue has been fixed. When you successfully log in you should see your loan details on the overview page, as well as options to make a payment and view details of the loan.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Complaint: [redacted]I am rejecting this response because:
This message did not address the core of the issues I put forward. The message is simply an admission of their guilt. It does not address changing the terms of service and availability of my access to my money. It especially does not address doing so without properly notifying me or its investors of that change. It does not address the lack of opportunity to make changes to our accounts prior to this change. It does not address the issues I brought up with customer service and response time. It simply states that they did these things, and apologize for it.
A simple apology does not remedy this situation. An empty promise about possibly considering returning liquidation options in the future does not remedy the situation.
Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/10/14) */
We apologize for any confusion regarding how interest calculates on the principal balance. When you obtain a loan through Prosper you are provided a schedule of the set minimum amount to pay each month (installment) on a set day (due date). ...
Loans are fully amortized which allows us to accurately project how much of each payment goes to interest and principal.
To confirm, interest accrues daily on the current principal balance of the loan. This means the number of days between payments impacts the amount of interest accrued. When customers strictly maintain their payments through autopay the breakdown of interest and principal will stay within the projected payment schedule. In your case, the payment history reflects both payments taken automatically on the due date and manual payments before the due date. For example, your June 11th payment was made on May 15th - 27 days before it was due. The automatic payment on July 11th was made nearly two months after this payment, equaling the number of days interest accrued.
However, because you had made several payments earlier than the due date the principal balance was lower than the projected schedule, resulting in less interest paid overall (counting everything up to July 11th). Let us know if you would like a side by side comparison by emailing [redacted]@prosper.com. The breakdown of your loan is available through your online Prosper account and we would be happy to show you the overall positive impact made by paying early.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not except the response because I have done the math for the interest collected based on the date of payment and due date. and the payments that was made for june on may collected the same amount of interest as if I had payed the amount on the due date
that's what my concern is I am owed at least 200 dollars of interest from the months of may to August.
In regards to mentioning that I payed early on some months, if we use the example for the monthly payment for 05/11/2015. I believe I payed the amount for atleast 17 days before scheduled and the amount of interest collected was to be $53.31 - $57.15 but $91.42 was collected.
if we are going based on this ratio which was explained to me by them when I got the loan;
Daily interest rate.
I am definitely owed more than $200.
and for the month of June I payed it at least 25-26 days in advance and the amount collected for interest was 78.80 when it should be 18.75.
if you are basing it on your response for paying in days in advance
I understand if the computer made an error.
All I want is the amounts of interest that where wrongly collected for June and July which should be
191.25 for the amount of June and July.
I await your prompt response.
Thank you [redacted]
Final Consumer Response /* (3000, 26, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already informed the company of my settlement, yet they wish not to fulfill it. Now awaiting call from them for the past 2 weeks now. They stated they are going to review the calls
Final Business Response /* (4000, 28, 2015/12/24) */
Hi [redacted],
Our apologies for any confusion, per our last conversation we agreed to contact you should something be found through Prosper's phone recordings that indicated a mistake was made on our part. After careful and extensive research we were unable to locate any wrongdoing or misinformation provided. The interest accrual was determined to be correct and accurate.
A Customer Advocate Team-member attempted to reach you by phone yesterday but was unsuccessful. She has provided her contact information by email and can be reached Monday through Friday, 10AM to 7PM, Central Time. Please call her should you need to follow up.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Hello[redacted]-
Thank you for reaching out. We have opted you out of our marketing materials. Please note that there may be materials already in the queue and that additional mail may be received for up to 90 days. We apologize for any inconvenience the mail has caused you.
We appreciate your...
feedback and hope you have a great summer!
Prosper Client Services
Initial Business Response /* (1000, 5, 2015/10/28) */
Hi [redacted],
We regret hearing the negative experience and will review the details of your credit report and payment history to make sure the correct payment history is reported to the credit bureaus. A senior agent will be reaching out to...
you within the next 24 hours.
Thank you,
Initial Consumer Rebuttal /* (3000, 7, 2015/11/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept the response once I see that my credit report has been cleared of all negative reporting. I have tried over and over to clear this myself.
Final Business Response /* (4000, 9, 2015/11/18) */
Hi [redacted],
Thank you for your time today in speaking with one of our senior agents. Please reach out to him directly should you need any further assistance. We appreciate your concerns.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace
Final Consumer Response /* (4200, 11, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I checked my credit report today and nothing has changed. The advisor told me that the 30 days late was so old that they don't matter because they won't hurt my credit. I need them to be removed period, like he told me he would.
Dear Jacquelyn, Thank you for following up with us. We must apologize again for any frustration you have experienced. Prosper does accept payments from third parties but cannot disclose account information, including payment amounts and account balances, if those parties are not authorized. If you have additional questions, please email us at[redacted] or call us at [redacted].Sincerely,Prosper Client Services
Complaint: [redacted]I am rejecting this response because: it does not meet the satisfactory respondse, I will contact my financial institute to forward the correct copy of check for the amount of $[redacted], but the fact still persists that its still missing and [redacted] financial states that it was cashed by prosper. Iam stuck in the middle with both institutes in which they should be handling this between them. If prosper can contact Wendy a [redacted] representative "In-service dept" (877)256-2632 the person being assign to my case and try to figure this out, I keep occurring interest and I feel since I keep making payments and not defaulting no one seems to care. Iam more than willing to provide further information to resolve this matter if contacted. I just want this prosper account paid off and closed, just please locate that checkSincerely,[redacted]
Complaint:[redacted]I am rejecting this response because: my has all my information and BEGGED to make payments! Please pull your recordings. My daughter was flat out denied the opportunity to make payments even though she could verify my name, my address, my date of birth, my Social Security number, my telephone number, and my banking account information! So the response that you provided is not only incorrect it is insulting. You’re a company called my cell phone literally 2-3 times a day until my daughter was able to answer my phone and then a couple of times a week with my daughter still asking to make the payments and Prosper denied her. My daughter was able to make my mortgage payments, my utility payments and other bills that I have. Prosper was the only company that would not allow my daughter to make payments causing my credit score to drop almost 300 points! Sincerely, Jacquelyn[redacted]
[redacted]
We have send refund details directly to you. Please let us know if we can provide any additional information about this concern.
We thank you for your business.
Prosper Client Services
Dear [redacted]-
We are sorry to hear about your recent experience. Prosper does not have an account in your name and does not conduct business utilizing gift cards. Unfortunately, there are no actions that we can take to resolve your issue as it was caused by the actions of a third party and...
not the actions of Prosper.
If you haven’t already done so, you can report this to your local law enforcement. Additionally, please note that you may contact each of the three major credit-reporting agencies to place a consumer fraud alert on your credit profile.
Prosper Client Services
Initial Business Response /* (1000, 5, 2015/12/16) */
Hi [redacted],
We apologize for the negative experience. On November 16th, we received a call from you to turn off your automatic payments and also schedule a one time payment for December 3rd. Then, on December 1st we received a call to schedule...
one more one time payment that day.
Per your request, one of these payments has been submitted back to your bank account. If you need anything further, please feel free to reach out to [redacted]@prosper.com and a senior agent will gladly assist you.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Contact Name and Title: [redacted] Contact Phone: [redacted]Contact Email: [redacted]Dear [redacted], We are very sorry to hear about your recent experience. We have reviewed our database and can confirm that we do not have an account in your name. Please note that Prosper...
Marketplace does not conduct business through a direct money transfer service, nor do we require an insurance deposit to originate loans. Nor do we require payment upfront before receiving the loan. We suggest that you report your recent experience to the local authorities as soon as possible.
Hello [redacted]-
We apologize for the delay processing the check. The account has been updated to reflect that it has been paid in full.
We appreciate your business and hope you have a great summer!
Prosper Client Services
Dear [redacted]-
Thank you for reaching out and providing feedback to us! The issue that you were experiencing has been resolved.
We appreciate your business and look forward to serving you in the future.
Prosper Client Services
Dear [redacted]-We are sorry to hear about your recent experience. Prosper does not have an account in your name and does not conduct business through [redacted]. Unfortunately, there are no actions that Prosper can take to resolve your issue as it was caused by the actions of a 3rd...
party and not the actions of Prosper. If you haven’t already done so, you can report this to your local law enforcement. Additionally, please note that you may contact each of the three major credit-reporting agencies to place a consumer fraud alert on your credit profile.Prosper Client Services
Initial Business Response /* (1000, 5, 2015/09/23) */
We regret hearing about the negative experience. Prosper follows all state and federal lending laws and do not discriminate against disabled individuals. You were asked to provide further supporting documentation of your income based on your...
stated employment status, since it may have included more than one source. This is consistent with other types of verification Prosper may ask prospective borrowers such as yourself to provide.
We hope you consider Prosper for your personal loan needs in the future. Should you need anything further, including any accommodation for submitting paperwork, please reach out to us at [redacted]@prosper.com and a senior agent can work with you directly.
Dear [redacted],
We apologize for the frustration you experienced while attempting to retrieve a payoff quote. Both the balance and payoff quote for a future date can be viewed online. To get a payoff quote, the payoff quote option would have needed to be selected and the date of the payoff (10...
days out in this case) would have had to been entered. If the mailed check was made using the balance shown on the dashboard on Prosper.com, or the transit period exceeded the 10 days used in the quote, interest would have accrued over the intervening days and a balance would remain after the check was processed.
We have reached out to you directly via email to request a few pieces of information that will help us find the call you have referenced. Please respond to this email so that we can act on this matter as quickly as possible. Thank you.
Sincerely,
Prosper Client Services
Dear [redacted]-
Thank you for reaching out to request that no more mailers be delivered to you. We are happy to accommodate your request, and have initiated the process to remove your information from future campaigns. Please note, it may take up to 90 days for mailers already in the queue to...
be distributed.
If we can be of any further assistance, please feel free to contact us.
Prosper Client Services
Dear Nancy,
Thank you for following up with us regarding this issue. A packet of information was mailed to you by Prosper on April 9, 2018. Please refer to the enclosed documents for additional detail. Regarding the change in ownership, please refer to the email sent to the email address on file on January 25, 2017 discussing this matter.
At this time, Prosper is no longer the owner of your loan, and is no longer making efforts to collect on the aforementioned account. If you have additional questions, please contact Velocity Investments LLC at [redacted] or by email at [redacted]. Prosper is required to report accurate information to the credit bureaus and cannot remove the loan from your credit report.
Sincerely,
Prosper Client Services
Dear [redacted],
Thank you for reaching out to us regarding your concern. We apologize for any inconvenience.
We have refunded the $362.38 payment from 10/20 as a one-time courtesy. Please allow 1 – 4 business days for this to reflect in your bank account.
If you have...
additional questions, please call us at [redacted] or email us at [redacted].
Sincerely,
Prosper Client Services
Initial Business Response /* (1000, 5, 2015/12/01) */
Hi [redacted],
We apologize for the negative experience and subsequent lack of communication provided. The issue has been fixed and you should be able to see your loan and payment history online, as well as make payments. If there are any...
further concerns please email [redacted]@prosper.com and a senior agent will be able to assist you. Any fees as a result of this issue will be corrected immediately. We thank you for being a valued member of the Prosper Community.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of right now, the website is down again and I am unable to make a payment online, view my previous payments or see if the late fee has been removed or any other load details.
Please remedy this matter before my payment is late again.
Final Business Response /* (4000, 9, 2015/12/16) */
Hi [redacted],
We can confirm the issue has been fixed. When you successfully log in you should see your loan details on the overview page, as well as options to make a payment and view details of the loan.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Complaint: [redacted]I am rejecting this response because:
This message did not address the core of the issues I put forward. The message is simply an admission of their guilt. It does not address changing the terms of service and availability of my access to my money. It especially does not address doing so without properly notifying me or its investors of that change. It does not address the lack of opportunity to make changes to our accounts prior to this change. It does not address the issues I brought up with customer service and response time. It simply states that they did these things, and apologize for it.
A simple apology does not remedy this situation. An empty promise about possibly considering returning liquidation options in the future does not remedy the situation.
Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/10/14) */
We apologize for any confusion regarding how interest calculates on the principal balance. When you obtain a loan through Prosper you are provided a schedule of the set minimum amount to pay each month (installment) on a set day (due date). ...
Loans are fully amortized which allows us to accurately project how much of each payment goes to interest and principal.
To confirm, interest accrues daily on the current principal balance of the loan. This means the number of days between payments impacts the amount of interest accrued. When customers strictly maintain their payments through autopay the breakdown of interest and principal will stay within the projected payment schedule. In your case, the payment history reflects both payments taken automatically on the due date and manual payments before the due date. For example, your June 11th payment was made on May 15th - 27 days before it was due. The automatic payment on July 11th was made nearly two months after this payment, equaling the number of days interest accrued.
However, because you had made several payments earlier than the due date the principal balance was lower than the projected schedule, resulting in less interest paid overall (counting everything up to July 11th). Let us know if you would like a side by side comparison by emailing [redacted]@prosper.com. The breakdown of your loan is available through your online Prosper account and we would be happy to show you the overall positive impact made by paying early.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not except the response because I have done the math for the interest collected based on the date of payment and due date. and the payments that was made for june on may collected the same amount of interest as if I had payed the amount on the due date
that's what my concern is I am owed at least 200 dollars of interest from the months of may to August.
In regards to mentioning that I payed early on some months, if we use the example for the monthly payment for 05/11/2015. I believe I payed the amount for atleast 17 days before scheduled and the amount of interest collected was to be $53.31 - $57.15 but $91.42 was collected.
if we are going based on this ratio which was explained to me by them when I got the loan;
Daily interest rate.
I am definitely owed more than $200.
and for the month of June I payed it at least 25-26 days in advance and the amount collected for interest was 78.80 when it should be 18.75.
if you are basing it on your response for paying in days in advance
I understand if the computer made an error.
All I want is the amounts of interest that where wrongly collected for June and July which should be
191.25 for the amount of June and July.
I await your prompt response.
Thank you [redacted]
Final Consumer Response /* (3000, 26, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already informed the company of my settlement, yet they wish not to fulfill it. Now awaiting call from them for the past 2 weeks now. They stated they are going to review the calls
Final Business Response /* (4000, 28, 2015/12/24) */
Hi [redacted],
Our apologies for any confusion, per our last conversation we agreed to contact you should something be found through Prosper's phone recordings that indicated a mistake was made on our part. After careful and extensive research we were unable to locate any wrongdoing or misinformation provided. The interest accrual was determined to be correct and accurate.
A Customer Advocate Team-member attempted to reach you by phone yesterday but was unsuccessful. She has provided her contact information by email and can be reached Monday through Friday, 10AM to 7PM, Central Time. Please call her should you need to follow up.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Hello[redacted]-
Thank you for reaching out. We have opted you out of our marketing materials. Please note that there may be materials already in the queue and that additional mail may be received for up to 90 days. We apologize for any inconvenience the mail has caused you.
We appreciate your...
feedback and hope you have a great summer!
Prosper Client Services
Initial Business Response /* (1000, 5, 2015/10/28) */
Hi [redacted],
We regret hearing the negative experience and will review the details of your credit report and payment history to make sure the correct payment history is reported to the credit bureaus. A senior agent will be reaching out to...
you within the next 24 hours.
Thank you,
Initial Consumer Rebuttal /* (3000, 7, 2015/11/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept the response once I see that my credit report has been cleared of all negative reporting. I have tried over and over to clear this myself.
Final Business Response /* (4000, 9, 2015/11/18) */
Hi [redacted],
Thank you for your time today in speaking with one of our senior agents. Please reach out to him directly should you need any further assistance. We appreciate your concerns.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace
Final Consumer Response /* (4200, 11, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I checked my credit report today and nothing has changed. The advisor told me that the 30 days late was so old that they don't matter because they won't hurt my credit. I need them to be removed period, like he told me he would.
Dear Jacquelyn, Thank you for following up with us. We must apologize again for any frustration you have experienced. Prosper does accept payments from third parties but cannot disclose account information, including payment amounts and account balances, if those parties are not authorized. If you have additional questions, please email us at[redacted] or call us at [redacted].Sincerely,Prosper Client Services
Complaint: [redacted]I am rejecting this response because: it does not meet the satisfactory respondse, I will contact my financial institute to forward the correct copy of check for the amount of $[redacted], but the fact still persists that its still missing and [redacted] financial states that it was cashed by prosper. Iam stuck in the middle with both institutes in which they should be handling this between them. If prosper can contact Wendy a [redacted] representative "In-service dept" (877)256-2632 the person being assign to my case and try to figure this out, I keep occurring interest and I feel since I keep making payments and not defaulting no one seems to care. Iam more than willing to provide further information to resolve this matter if contacted. I just want this prosper account paid off and closed, just please locate that checkSincerely,[redacted]