Complaint: [redacted]I am rejecting this response because:I want to know the...
reason. No one will tell me why. I want the chance to get this loan. Everyone raves about your customer service and your company. I really need this loan to pay off credit cards. I want the chance to provide all of the documentation to prove I'm me. Sincerely,[redacted]
We apologize that the application was initially approved, and when another application was submitted it was denied. We should have provided the correct result from the beginning.
Kindly let us know if you have any additional questions or concerns.
Complaint: [redacted]I am rejecting this response because: I have provided Prosper the documents required by the company . The documents were sent by certified mail and emailed to the designated email provided by the company . Sincerely,[redacted]
Dear [redacted],
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.
Prosper Client Services
Initial Business Response /* (1000, 5, 2015/08/13) */
We thank you for reaching out to address your concerns. Excellent Customer Service is a top priority for Prosper, and it appears we could have made a better attempt in resolving this issue. We regret hearing your negative experience.
For an...
unknown reason, the payoff payment amount was scheduled for only the principal balance and did not cover the entire loan balance (principal balance plus accrued interest). Prosper loans have fixed rates with simple interest and are fully amortized with interest accruing daily. This is why a balance was still left on the loan - interest that accrued from the last monthly payment at the time of payoff.
Please accept our sincere apologies for the negative treatment through Customer Service. Our Quality Team will review all calls associated with this transaction. As a courtesy for the issue, a refund in the amount of the remaining balance you had paid will be submitted back to the primary bank account on file. We appreciate your business and hope you consider Prosper Marketplace in the future for your personal loan needs.
Dear [redacted]-
Thank you for reaching out. The official link to qualify for miles was not initially utilized so manual intervention was required to award the miles. We have reached out to [redacted] directly to ensure that your Mileage Plus account is credited for the miles that you have earned by taking...
out a loan with Prosper. We apologize that this process has taken longer than is typical.
Though the miles will likely be credited to your account sooner, please check your Mileage Plus account on June 27, [redacted] and let us know if there are any issues.
We thank you for your business and look forward to having the issue resolved for you.
Prosper Client Services
Initial Business Response /* (1000, 5, 2016/01/05) */
Hi [redacted],
We apologize for the negative experience. The pre-paid finance fee, or origination fee, is included in the Truth in Lending disclosure prior to accepting an offer. A senior agent attempted to reach you by phone today to follow...
up but was unsuccessful. She will be sending an email to the email address on file very soon. You may reply directly to that email with any further concerns.
We appreciate you choosing Prosper for your personal loan needs.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As mentioned in the original complaint, the advertisement was deceiving and I did not understand the terms of the contract. I returned the money as soon as my family helped me understand the terms of the loan were not what I thought I was getting. I am requesting a reduction in the "origination fee". I don't think $750 is a fair charge for having the money only 11 business days. This company seems to be praying on elderly people who are unable to fully understand these complicated loans!
Final Business Response /* (4000, 9, 2016/01/25) */
Hi [redacted],
We have been attempting to contact you by both phone and email and have been unsuccessful. We would like to address your concerns if and when you have a moment. Please reach out to the senior agent assigned to your case and we will be happy to speak with you.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Initial Business Response /* (1000, 5, 2015/08/31) */
Thank you for your time today discussing your recent experience. Call logs are reviewed for coaching and training opportunities as we strive for excellent customer service. Please reach out to us at XXX-XXX-XXXX for anything further. ...
Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Business refuses to discuss with me why they believe my provided documentation contained a discrepancy. I submitted proper paperwork, I deserve to know exactly why.
Final Business Response /* (4000, 9, 2015/09/04) */
We regret the negative experience. During the verification process we review all documents in detail for content and authenticity. As we explained in our recent phone conversation, there were discrepancies that could not be reconciled. Therefore we could not proceed with the loan application.
Your Investment account will still allow you to log in and transfer out funds as cash becomes available. Your login email and password [redacted] the same as before. Thank you for your time.
Dear [redacted]-
We apologize that this has been a frustrating process. The refund has been initiated; the funds will be in your account shortly if they are not there already.
We appreciate your business and hope you have a great holiday.
Prosper Client Services
We apologize that the timeframe does not meet your expectations. The update has been sent and should be visible on the bureau reports in the near future.
Hello [redacted]-Unfortunately, for this situation we needed to ask for supplemental documentation. We apologize for the frustration that the request has caused. Prosper Client Services
Initial Business Response /* (1000, 5, 2015/07/02) */
Thank you for reaching out and addressing your concerns. We regret hearing about your negative experience with applying for a loan through Prosper. One of our main goals is transparency and it seems we could have made this a top priority when...
interacting with our website and Customer Service.
Prosper uses a combination of attributes in determining offers for our customers. This includes credit score, income, employment status and others. On June 23rd we retrieved your credit score along with employment status and income to determine a loan offer. Sometime between the first application and the second attempt the income and employment status entered had changed, resulting in different offers. We apologize this was not fully explained to your satisfaction. A computer or browser issue can occur, but does not impact rates like a change in income or employment.
Please feel free to reach out to us if you would like to continue with the application. We will have a senior agent assist you with your account should you need further assistance. We appreciate your business and look forward to completely resolving this issue.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree. I was not told to use Fire Fox Google Chrome to complete my application.there were no changes in my credit score, employment it was 4 days what I was told on the phone call versus the loan application was completely different I repeated the amount of payment to the gentleman that took my application he said $959 and I had him repeat it my calculation was different 35,0000 at 10% for 60 months so that is why I did not complete on the night of the application so when I went to finish by internet explorer they offered me 15,000 at 21% do you think I stupid.
Final Business Response /* (4000, 9, 2015/07/17) */
We apologize for any confusion regarding our initial response. While we can confirm there was a change in both income amount and employment status between the first and second application, this is reversible.
A senior agent has reached out to you at your home phone number on file and provided a direct number to contact him. Please call him at your earliest convenience. Or, you may reach us at XXX-XXX-XXXX Monday through Friday, 6am to 6pm PST.
We have no record of receiving the mentioned documents either via physical mail nor email. If you could provide details about the certified mail letter (location it was sent to, date it was received, specifics about signature) that may help us locate these critical files. Please send this information to [email protected] to help expedite this research. Another option is to send these documents from the email address currently associated with your Prosper account to ensure the files are immediately related to this concern.
We apologize for the frustration you experienced when attempting to have fees waived. After a thorough review of the contact history, we validated that while many requests were made for fees to be waived there was no promise made by us to do so.
Please feel free to...
reach out to us if you have additional questions about this request. We can be reached by phone at 866-615-6319, or by email at [email protected].
Initial Business Response /* (1000, 5, 2015/07/02) */
Thank you for addressing your concerns and being a valued member of the Prosper Community. We appreciate you reaching out.
The funds have been returned and Prosper considers this loam to be closed out. We have credited both the origination...
fee and accrued interest as a courtesy. We regret the negative experience and hope to be considered for your personal loan needs in the future.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We apologize for the experience that you had with the loan application process. We appreciate your patience in discussing your concerns with us and appreciate your interest in Prosper.
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. Prosper Marketplace does not conduct business through purchase of [redacted] cards nor a direct money transfer service. We do not require funds...
be sent to us in order for our loans to be distributed.
We suggest that you report your recent experience to the local authorities as soon as possible. If personal information was provided to the entity that requested funds from you, please consider putting a credit alert on your credit bureau accounts.
Prosper Client Services
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory, though I should NEVER have had to go through this much trouble to stop receiving junk mail.
Hello [redacted]-
If there is additional information that you can provide that indicates a check was endorsed by Prosper, please do send it to our team at [email protected]. We will gladly review any additional information that might indicate that the check has been received by Prosper.
We thank you for being a valued Prosper customer.
Prosper Client Services
Complaint: [redacted]I am rejecting this response because: it's my money in a state that you don't do business in. In addition, your customer service is terrible. Was on hold for over an hour, left message, no one called. 2 weeks ago you made a deposit into my account without my approval and placed trades with them? Are you kidding me? Repeated calls and emails go unanswered. I'm contacting my attorney general at this point. Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:I want to know the...
reason. No one will tell me why. I want the chance to get this loan. Everyone raves about your customer service and your company. I really need this loan to pay off credit cards. I want the chance to provide all of the documentation to prove I'm me. Sincerely,[redacted]
Dear [redacted],
We apologize that the application was initially approved, and when another application was submitted it was denied. We should have provided the correct result from the beginning.
Kindly let us know if you have any additional questions or concerns.
Prosper Client Services
Complaint: [redacted]I am rejecting this response because: I have provided Prosper the documents required by the company . The documents were sent by certified mail and emailed to the designated email provided by the company . Sincerely,[redacted]
Dear [redacted],
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.
Prosper Client Services
Initial Business Response /* (1000, 5, 2015/08/13) */
We thank you for reaching out to address your concerns. Excellent Customer Service is a top priority for Prosper, and it appears we could have made a better attempt in resolving this issue. We regret hearing your negative experience.
For an...
unknown reason, the payoff payment amount was scheduled for only the principal balance and did not cover the entire loan balance (principal balance plus accrued interest). Prosper loans have fixed rates with simple interest and are fully amortized with interest accruing daily. This is why a balance was still left on the loan - interest that accrued from the last monthly payment at the time of payoff.
Please accept our sincere apologies for the negative treatment through Customer Service. Our Quality Team will review all calls associated with this transaction. As a courtesy for the issue, a refund in the amount of the remaining balance you had paid will be submitted back to the primary bank account on file. We appreciate your business and hope you consider Prosper Marketplace in the future for your personal loan needs.
Dear [redacted]-
Thank you for reaching out. The official link to qualify for miles was not initially utilized so manual intervention was required to award the miles. We have reached out to [redacted] directly to ensure that your Mileage Plus account is credited for the miles that you have earned by taking...
out a loan with Prosper. We apologize that this process has taken longer than is typical.
Though the miles will likely be credited to your account sooner, please check your Mileage Plus account on June 27, [redacted] and let us know if there are any issues.
We thank you for your business and look forward to having the issue resolved for you.
Prosper Client Services
Initial Business Response /* (1000, 5, 2016/01/05) */
Hi [redacted],
We apologize for the negative experience. The pre-paid finance fee, or origination fee, is included in the Truth in Lending disclosure prior to accepting an offer. A senior agent attempted to reach you by phone today to follow...
up but was unsuccessful. She will be sending an email to the email address on file very soon. You may reply directly to that email with any further concerns.
We appreciate you choosing Prosper for your personal loan needs.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As mentioned in the original complaint, the advertisement was deceiving and I did not understand the terms of the contract. I returned the money as soon as my family helped me understand the terms of the loan were not what I thought I was getting. I am requesting a reduction in the "origination fee". I don't think $750 is a fair charge for having the money only 11 business days. This company seems to be praying on elderly people who are unable to fully understand these complicated loans!
Final Business Response /* (4000, 9, 2016/01/25) */
Hi [redacted],
We have been attempting to contact you by both phone and email and have been unsuccessful. We would like to address your concerns if and when you have a moment. Please reach out to the senior agent assigned to your case and we will be happy to speak with you.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Initial Business Response /* (1000, 5, 2015/08/31) */
Thank you for your time today discussing your recent experience. Call logs are reviewed for coaching and training opportunities as we strive for excellent customer service. Please reach out to us at XXX-XXX-XXXX for anything further. ...
Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Business refuses to discuss with me why they believe my provided documentation contained a discrepancy. I submitted proper paperwork, I deserve to know exactly why.
Final Business Response /* (4000, 9, 2015/09/04) */
We regret the negative experience. During the verification process we review all documents in detail for content and authenticity. As we explained in our recent phone conversation, there were discrepancies that could not be reconciled. Therefore we could not proceed with the loan application.
Your Investment account will still allow you to log in and transfer out funds as cash becomes available. Your login email and password [redacted] the same as before. Thank you for your time.
Dear [redacted]-
We apologize that this has been a frustrating process. The refund has been initiated; the funds will be in your account shortly if they are not there already.
We appreciate your business and hope you have a great holiday.
Prosper Client Services
Dear [redacted]-
We apologize that the timeframe does not meet your expectations. The update has been sent and should be visible on the bureau reports in the near future.
Prosper Client Services
Hello [redacted]-Unfortunately, for this situation we needed to ask for supplemental documentation. We apologize for the frustration that the request has caused. Prosper Client Services
Initial Business Response /* (1000, 5, 2015/07/02) */
Thank you for reaching out and addressing your concerns. We regret hearing about your negative experience with applying for a loan through Prosper. One of our main goals is transparency and it seems we could have made this a top priority when...
interacting with our website and Customer Service.
Prosper uses a combination of attributes in determining offers for our customers. This includes credit score, income, employment status and others. On June 23rd we retrieved your credit score along with employment status and income to determine a loan offer. Sometime between the first application and the second attempt the income and employment status entered had changed, resulting in different offers. We apologize this was not fully explained to your satisfaction. A computer or browser issue can occur, but does not impact rates like a change in income or employment.
Please feel free to reach out to us if you would like to continue with the application. We will have a senior agent assist you with your account should you need further assistance. We appreciate your business and look forward to completely resolving this issue.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree. I was not told to use Fire Fox Google Chrome to complete my application.there were no changes in my credit score, employment it was 4 days what I was told on the phone call versus the loan application was completely different I repeated the amount of payment to the gentleman that took my application he said $959 and I had him repeat it my calculation was different 35,0000 at 10% for 60 months so that is why I did not complete on the night of the application so when I went to finish by internet explorer they offered me 15,000 at 21% do you think I stupid.
Final Business Response /* (4000, 9, 2015/07/17) */
We apologize for any confusion regarding our initial response. While we can confirm there was a change in both income amount and employment status between the first and second application, this is reversible.
A senior agent has reached out to you at your home phone number on file and provided a direct number to contact him. Please call him at your earliest convenience. Or, you may reach us at XXX-XXX-XXXX Monday through Friday, 6am to 6pm PST.
[redacted]-
We have no record of receiving the mentioned documents either via physical mail nor email. If you could provide details about the certified mail letter (location it was sent to, date it was received, specifics about signature) that may help us locate these critical files. Please send this information to [email protected] to help expedite this research. Another option is to send these documents from the email address currently associated with your Prosper account to ensure the files are immediately related to this concern.
Prosper Client Services
Dear[redacted],
We apologize for the frustration you experienced when attempting to have fees waived. After a thorough review of the contact history, we validated that while many requests were made for fees to be waived there was no promise made by us to do so.
Please feel free to...
reach out to us if you have additional questions about this request. We can be reached by phone at 866-615-6319, or by email at [email protected].
Prosper Client Services
Initial Business Response /* (1000, 5, 2015/07/02) */
Thank you for addressing your concerns and being a valued member of the Prosper Community. We appreciate you reaching out.
The funds have been returned and Prosper considers this loam to be closed out. We have credited both the origination...
fee and accrued interest as a courtesy. We regret the negative experience and hope to be considered for your personal loan needs in the future.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear [redacted],
We apologize for the experience that you had with the loan application process. We appreciate your patience in discussing your concerns with us and appreciate your interest in Prosper.
Prosper Client Services
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. Prosper Marketplace does not conduct business through purchase of [redacted] cards nor a direct money transfer service. We do not require funds...
be sent to us in order for our loans to be distributed.
We suggest that you report your recent experience to the local authorities as soon as possible. If personal information was provided to the entity that requested funds from you, please consider putting a credit alert on your credit bureau accounts.
Prosper Client Services
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory, though I should NEVER have had to go through this much trouble to stop receiving junk mail.
Hello [redacted]-
If there is additional information that you can provide that indicates a check was endorsed by Prosper, please do send it to our team at [email protected]. We will gladly review any additional information that might indicate that the check has been received by Prosper.
We thank you for being a valued Prosper customer.
Prosper Client Services
Complaint: [redacted]I am rejecting this response because: it's my money in a state that you don't do business in. In addition, your customer service is terrible. Was on hold for over an hour, left message, no one called. 2 weeks ago you made a deposit into my account without my approval and placed trades with them? Are you kidding me? Repeated calls and emails go unanswered. I'm contacting my attorney general at this point. Sincerely,[redacted]