Initial Business Response / [redacted] (1000, 5, 2014/03/27) */ We are in receipt of Mr. [redacted] 's complaint to the RevDex.com. It appears that his experience could have been better, and we apologize for his frustration. We have since received a response from the Folio... representative who did further research into his case. When the application was submitted, Mr. [redacted] indicated he worked for an affiliated company, which prevents further processing and requires additional compliance approval on Folio's side. However, Folio has removed the restriction, as Mr. [redacted] 's employer is not affiliated. If this is not correct, Mr. [redacted] should let us know. Again, our sincere apologies. Mr. [redacted] should be able to log in to Prosper to complete the application/sign on process for Folio. If Mr. [redacted] has any further questions or concerns, we encourage him to contact Client Services at XXX-XXX-XXXX. Kind regards, Prosper Client Services Initial Consumer Rebuttal / [redacted] (3000, 9, 2014/04/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have emailed Prosper multiple times explaining how complex it is to close my account. Approximately a week ago I was able to access Folio but could not determine what to do. I reached out for help but have been unsuccessful. Most recently I can no longer log in using my password. I have attempted "forgot password" feature without success. Both were not mentioned in Prosper's reply. As I requested from Prosper, I would like a contact person, extension and best time to call to assist me through the password, log-in, Folio process as email instructions do not work. This would be my "medium" compromise to finalize my complaint. [redacted] p [redacted] Final Business Response / [redacted] (4000, 11, 2014/04/03) */ We received Mr. [redacted] 's rebuttal to the RevDex.com and apologize for his continued discontent. Client Services has contacted him and have fixed the problem for him. If Mr. [redacted] has additional questions, we encourage him to call Client Services at XXX-XXX-XXXX. Kind regards, Prosper Client Services
Initial Business Response / [redacted] (1000, 8, 2014/12/23) */ We are in receipt of Mr. [redacted] 's complaint to the RevDex.com. We apologize for any misunderstanding. Prosper products are only available to U.S. investors. We understand that Mr [redacted] is part of the US military and... resides outside the continental U.S. We have not come across this situation in the past and unfortunately his account was originally declined. Until we revise our policies regarding military personnel, we have approved his account and Mr. [redacted] should be able to invest accordingly. Again our apologies. We appreciate Mr. [redacted] 's business and wish him well. Kind regards, Prosper Client Services Initial Consumer Rebuttal / [redacted] (2000, 11, 2014/12/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2014/04/01) */ We are in receipt of Ms [redacted] 's complaint to the Revdex.comIt appears that her experience could have been better, and we apologize for her frustration Unfortunately, system limitations have made it difficult to correct the human error that occurred in Ms [redacted] 's accountHowever, neither Ms [redacted] nor the various investors are being penalized for our errorIn fact, as Ms [redacted] is aware, we have given her credits equal to half of her loan payment monthlyIn turn, the investors are being paid in full Again, we sincerely apologizeWe are however working on solving the problem as quickly as possibleIf Ms [redacted] has any further questions or concerns, we encourage her to contact Client Services at XXX-XXX-XXXX Kind regards, Prosper Client Services Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) My $check cleared my account on 03/17/2014,my loans are not back, the account is showing charged off, I have had no direct response from Prosper since my check was sent other than this in regard to my questionsI made calls to the Corporate office, the main mailbox was full and I left a message with the gentleman who had been handling this to call me, no response Final Business Response / [redacted] (4000, 9, 2014/04/03) */ We are in receipt of Ms [redacted] 's rebuttal, and we apologize for any confusionI tried to call Ms [redacted] to no avail As I mentioned in my original response, neither she nor the investors are affected by this errorEven though her loans in our system have not been rectified, her loans are being handled manually until the fix is in place Again our apologies in the delay in our system correctionNonetheless, Ms [redacted] can be assured that her loans are being managed as according to our agreements with her and the lendersIf Ms [redacted] has additional questions, she is welcomed to call me back at the number I left in her voicemail Kind regards, [redacted] Final Consumer Response / [redacted] (4200, 11, 2014/04/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) With all due respect, I did not receive a call or voice mail from Mr***, and I feel that if he could put himself in my shoes that he would understand how a verbal reassurance does not do much for me when there is no physical evidence that my + payment was applied as it should beAnd I also not understanding how I was told that all was corrected and to send the money in the first placeUntil I can see things online as they should be and I know the situation was fully explained to the investors there is no resolution
Initial Business Response / [redacted] (1000, 5, 2015/08/26) */ Thank you for reaching out to us. We apologize for the difficulties you experienced in making your loan payment. We strive for each customer to have an excellent experience and appreciate you being a valued member of the Prosper... Community. A senior agent has been assigned to your case and will be reaching out to you soon by phone to better assist you with this matter. Please don't hesitate to reach out to us if you have any questions or concerns. We value your business and thank you for choosing Prosper for your personal loan needs. Thank you, Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) No contact from the Senior Agent as promised. Final Business Response / [redacted] (4000, 9, 2015/08/31) */ We apologize for any inconvenience. An email was sent on August 28th detailing the action and resolution of your issue. Let us know if you did not receive this message at [redacted] @prosper.com. Thank you.
Initial Business Response /* (1000, 6, 2015/03/21) */
We are in receipt of Mr*** ***'s complaint to the Revdex.comOur records do not show that we pulled an additional payment after Mr*** made a final manual paymentIf Mr*** can show us a bank statement
with the additional debit, we would be able to research further
Kind regards,
Prosper Client Services
I canceled my loan with you because you sent me my loan documents which included a 1% filling fee($250) but when I called your Repthey said it was showing a 4%($1000) filling feeHow could this be when you already sent my agreementI told your Repwhat my agreement was showing and she gave me no answer as to whyYour company is being dishonest about truth in lending and should be reported
Initial Business Response /* (1000, 5, 2015/12/30) */
Hi ***,
An email was sent by our Investor Support Team earlier today regarding your concernsSince it contains data pertaining to your individual account we have decided not to post it herePlease let us know if you need anything
further by emailing ***@prosper.comWe thank you for being a valued member
Regards,
*** ***-***
Customer Experience Manager
Prosper Marketplace, Inc
Initial Business Response /* (1000, 10, 2014/12/11) */
We are in receipt of Mr*** ***' complaint to the Revdex.comWe have contacted Mr*** directly and informed him that, like many financial institutions, we performed a soft pull to be able to provide him with
potential loan offersHowever, as he decided to accept one of those loan offers, the soft pull turned into a hard pull
We apologize for any misunderstandingNonetheless, Mr*** has decided to accept the loan
Kind regards,
Prosper Marketplace Inc
Initial Consumer Rebuttal /* (3000, 12, 2014/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A male representative (forget his name, sorry) called me about weeks ago and advised me that he will be calling me back to discuss furtherI never heard from him since
Final Business Response /* (4000, 14, 2014/12/26) */
We are in receipt of Mr*** *** rebuttalUnfortunately, Mr*** is mistaken: Lending Club as per policy does place a hard pull whenever a prospective loan closesWe apologize for the misunderstanding, but any loan that closes leads to a hard pull, regardless of the financial institution
Kind regards,
Prosper Client Services
Final Consumer Response /* (4200, 16, 2015/01/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Where did you get your facts from? Have you looked at my credit reports that YOU pulled and if so, where do you see an inquiry from Lending Club? I think that you should check your facts about my credit before stating something that is untrue about itBy the way, what is the name of the individual who is responding to my complaint? I would like to speak to you directly, since you know so muchWhy don't you give me a call to discuss further, rather than go back and forth in writing?
Initial Business Response /* (1000, 5, 2014/02/13) */
We are in receipt of Ms***'s complaint to the Revdex.com regarding her Prosper loan applicationUnfortunately, Ms*** and her fiancé misinterpreted the Verification representative's communicationOur Verification representative was
merely trying to convey her conclusions to both Ms*** and her fiancéContrary to their position, the Verification representative was not forcing Ms*** to accept a loan at a higher rate, or to misrepresent her income in any way
Like many financial services companies, we must substantiate a consumer's ability to repay a loanMs***'s stated income in her loan application included both W-and incomesUnfortunately, we were unable to verify the incomeMs*** has three potential options:
1) If Ms*** is able to provide us with acceptable evidence of her additional income, we can reexamine her loan application accordingly
2) Ms*** may also re-list as self-employed; however, these loans tend to have higher interest rates due to the higher inherent risk profile
3) Alternatively, as the Verification representative mentioned, she can 're-list' for a lower loan amount based on the verifiable W-income
Ms***'s experience could have been better, and we sincerely apologize for her and her fiancé's frustration with our processAs part of our ongoing performance improvement process, we will review the recorded conversations for opportunities for improvementNonetheless, in this case, sadly, we are unable to offer Ms*** a loan based on her requirementsWe regret that we cannot be of further assistance
Regards,
Prosper Customer Support
Final Consumer Response /* (4200, 13, 2014/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
AgainWe documented the conversations
Final Business Response /* (4000, 9, 2014/02/24) */
We are in receipt of Ms***'s rebuttal and apologize for her continued dissatisfactionProsper strictly adheres to both Federal and State guidelinesMoreover, Prosper's underwriting criteria are fairly standard in the industry, and Ms*** may find similar results elsewhereAs stated in our original response, we do not ask anyone to misstate or misrepresent their incomeAny applicant may include any and all income they would like us to use to determine their ability to repay the loanNonetheless, we can only approve a loan based on dependable sources of income, regardless of its origin, i.ew-or
In Ms***'s case, we did receive the requested minimum documentsHowever, receipt of these documents means neither acceptance of said documents nor approval of a loanOnce we receive an applicant's documents, we next verify the information contained thereinIn evaluating Ms***'s ability to repay the loan, we were able to verify her w-income but could not properly substantiate the reliability of her incomeAs such, the representative tried unsuccessfully to convey to her and her fiancé the three options outlined in our original response to her complaint
Again, we apologize for Ms***'s frustrationShould Ms*** be still interested in a Prosper loan, we have provided her with three alternative venues to complete the loan process in our original responseTaking everything into account, we can only approve a loan based on reliable sources of income
Kind regards,
Prosper Customer Support
Initial Business Response /* (1000, 5, 2014/07/10) */
We are in receipt of Mr*** ***'s compliant to the Revdex.comWe sincerely apologize for the apparent miscommunication
First, contrary to the incorrect message delivered in the Adverse Action Notice, an
existing borrower is only eligible for a second loan after nine monthsMr***'s current loan is only months old
Second, the customer service representative seems to have misspokenProsper does not offer a grace periodStill, we will not assess a fee on a borrower's account if a payment is made within days of the due dateHowever, though this will not be reported to the Credit Agencies as late, your payment history will affect your credit with Prosper
Finally, we are unable to change Mr***'s payment due dateUnfortunately, we are limited by the capabilities of our systemNonetheless, we are currently assessing a new system which might permit for a change in payment due dateWe will inform Mr*** when this is available
We sincerely apologize for the confusion and appreciate Mr***'s businessIf he has any further questions or concerns, Client Services is available at XXX-XXX-XXXX
Regards,
Prosper Client Services
Initial Consumer Rebuttal /* (2000, 7, 2014/07/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They agreed that their rep had misspoken and said they were likely to add to their system the capability to change due dates in the future
Initial Business Response /* (1000, 6, 2015/02/25) */
We are in receipt of Ms*** ***'s complaint to the Revdex.comIt seems that we could have done betterUnfortunately, a new system conversion has led to various systems issues which led to Ms***'s double
paymentWe have refunded Ms*** the erroneous withdrawal plus any fees
We appreciate very much Ms***'s business and sincerely apologize for the mishap
Kind regards,
Prosper Client Services
Initial Consumer Rebuttal /* (2000, 8, 2015/02/26) */
Prosper.com took care of this this morningYou can remove the complaintThank you
Initial Business Response /* (1000, 9, 2014/12/12) */
We are in receipt of Mr*** ***'s complaint to the Revdex.comA glitch in our system unfortunately led to the additional payments in Mr***'s accountAs requested, we have issued a refund and Mr*** should
see that in his account accordingly
Our apologies for the mishap
Kind regards,
Prosper Client Services
Initial Business Response /* (1000, 5, 2014/05/22) */
We are in receipt of Mr*** ***'s complaint to the Revdex.comWe apologize for Mr***'s discontentNonetheless, we strictly adhere to all Federal and state consumer lending guidelines and regulations
In
Mr***'s case, it seems that he was misinformed, and we sincerely apologize for the confusionUnfortunately, Mr*** had created several accounts within Prosper.com which we found troubling and questionableThis inconsistent activity led to the termination of his account
Again, our apologies for the confusionWe appreciate Ms***'s business and regret that we cannot be of serviceIf he has any further questions, he may contact Client Services at XXX-XXX-XXXXX
Kind regards,
Prosper Client Services
Initial Consumer Rebuttal /* (3000, 7, 2014/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to a rep on the phone before sending in any information that rep helped me delete the other profiles and leave one, so I reject this response by the company
Initial Business Response /* (1000, 11, 2015/09/25) */
We appreciate you reaching out and regret the negative experienceAn issue was identified and corrected immediatelyThe extra payments were submitted back to your bank account the next business day
Regarding the fees incurred
by your bank - this was the reason we had requested to see the bank statement to confirm the number of fees and total amount to refund back to your bank accountWe have made several attempts to reach out to you and have been unsuccessful
And fees due to Prosper's error should be refunded to youPlease let us know at your earliest convenience by emailing ***@prosper.com, and a senior agent will handle your case personally
Initial Business Response /* (1000, 5, 2016/02/29) */ Dear ***, We are sorry to hear about your recent experience with ProsperA senior agent or supervisor will be reaching out to you to provide you assistanceWe hope to resolve your issueAs a matter of standard practice, all calls,
emails and notes are reviewed for quality and training purposesWe regret this interaction and strive for excellent customer service, anything less results in opportunities for continued coaching and training and reviews of current policies and proceduresInitial Consumer Rebuttal /* (3000, 7, 2016/03/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) the lady call us and she apologies for the inconvenience but it was are fault because we was calling the wrong number the number they give to us at the first place and how many time the customer service answer are call and try to help us reach any supervisor or associate'swe don't want to re apply for the loan again we already apply and send all the document if there associates is too lazy its not my problemwe need them to deliver their promise and finish the deal Final Business Response /* (4000, 18, 2016/03/31) */ Dear ***, A senior agent will be reaching out to you to address your concernsFinal Consumer Response /* (4200, 22, 2016/04/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you very much for the worthless phone call, they did not provide any solution for the problem all that has been said is we are sorry we can not do anything to you you can apply for a loan again, but would not be 12% APRJust a waste of timeI am still waiting to be deposited the money in my account $ *** ***%.as you promise so I want you to keep your word for me showing respect for your customersand stop saying we are sorry because you are not at all
Initial Business Response /* (1000, 5, 2015/09/28) */
Hi ***,
Apologies for any confusion regarding your Return calculation in your Prosper Investment accountTo confirm, only notes purchased on the Prosper platform are included in the ReturnIt appears most of your investments were
made through the secondary trading platform (on Folio)These notes, both purchased and sold, are not included
This explanation is always available on the Investing Details page in your Prosper account (after you log in, on the Overview page click View Details next to Annualized Return*)There is a short FAQ section on the middle of the page which shows a Q&A about this specific topic, titled "Why do we exclude Notes traded on Folio (and how might this affect your returns)?" Below is the answer:
"We present Annualized Returns on Notes to simplify the comparisons with other investment returns, but the sale of a Note on our trading platform represents a discrete return that we think should not be annualized
For example, if you purchase a Note through Prosper on January 1, receive a single payment on February 1, and then sell it at a 5% premium on February 2, your Annualized Return on that transaction would be more than 50%But there is no on-going return from the transaction, so annualizing the figure would be misleading
Only non-delinquent Notes can be sold on Folio; for investors who trade aggressively, a larger percentage of Notes may remain that are delinquent or defaultedThe relationship between "current status" and "ability to be sold" will cause a lower Annualized Return calculation than would have been the case for a non-trader."
As of today, the Return is an accurate representation for notes purchased on the Prosper platformIf you ever need to reach out to us directly going forward, please email ***@prosper.com
Thank you,
*** ***-***
Customer Experience Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your response is misleading as wellYou make it sound as if the gain/loss on a purchase or sale of a note is not included in the return when the actual interest/chargeoffs from the note itself are not includedyour own website states:
"To calculate the Return, ALL payments received on borrower loans, net of principal repayment, credit losses, and servicing costs for such loans, are aggregated and then divided by the average daily amount of aggregate outstanding principal."
All payments received and credit losses are clearly not calculated in my returnsI'm giving your company a chance to do the right thing here
Your response was well written, but advertising returns on notes issued and managed by your company whether purchased directly or indirectly (through folio) is not acceptableIf I have a note that you manage I expect you to include that note in my total returns
Final Business Response /* (4000, 9, 2015/10/15) */
Hi ***,
Again, apologies for any confusion over the method by which we calculate the Return presented in your Prosper investment accountWhile we appreciate your feedback and have considered it thoughtfully, we believe we have appropriately disclosed to you and all of our investors the method by which we calculate ReturnsFor your review, we have included two screenshots: the FAQ which appears on both the Investing page of your account(above the breakdown of payments and notes) as well as the Help section available to anyone browsing prosper.comThe other is the disclaimer at the bottom of the Investing page which includes "All calculations exclude Notes bought or sold on Folio."
Regards,
*** ***-***
Customer Experience Manager
Initial Business Response /* (1000, 5, 2015/10/09) */
The phone conversation with the bank was one of several phone conversations Prosper had with the customer and was not the main factor in our decisionBased on other phone conversations and documentation, there were discrepancies we
could not reconcile and therefore could not continue forward
Initial Consumer Rebuttal /* (3000, 7, 2015/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I requested a formal written letter via postal mail of explanationThis is not a formal written response to my complaintPlease notify me when it will be mailed
Final Business Response /* (4000, 9, 2015/10/21) */
Prosper Marketplace offers its loan product solely online and all communication is provided electronically or over the phoneAs such, an email explaining the reason for the cancellation will be sent to the email address on file within hours
Prosper takes security of personal identifying information very seriouslyWe have removed access to the account on the public site as well as safe guard all documentation and notes related to the transaction
Final Consumer Response /* (4200, 13, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I requested formal written correspondence, not an e-mail - please spend the necessary postage to fulfill my response
They sent me something in the mail informing me that I was preapproved for up to dollars to use to pay off my credit cardsPreapproved by definition means I am already approvedI calledThey wasted half an hour of my time to inform me that I was in fact denied for a loan....even though I had asked for half of what I was "preapproved" forcomplete garbage and waste of time as well as a waste of paper for sending this message to me and millions of othersLesson learned
Initial Business Response /* (1000, 8, 2014/11/03) */
We are in receipt of Ms*** ***'s complaint to the Revdex.com and are similarly concernedSomeone using Ms***'s personal information, including her address, birthdate and social security number, applied for a
Prosper loanWe have terminated the account and no loans have been issued under Ms***'s creditWe recommend to Ms*** to report this incidence to her local police and add a fraud alert to her credit report immediatelyThis will prevent from this culprit from obtaining funds under her credit
Kind regards,
Prosper Client Services
Initial Consumer Rebuttal /* (3000, 10, 2014/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
how is it that others also have this same complaint on Revdex.com?
Final Business Response /* (4000, 12, 2014/11/07) */
Unfortunately, Prosper has no control over others' ability to access personal informationAs before, we strongly encourage Ms*** to add a fraud alert with the various credit reporting agencies in order that her credit isn't compromised
Kind regards,
Prosper Client Services
Initial Business Response /* (1000, 5, 2014/12/26) */
We are in receipt of Mr*** ***'s complaint to the Revdex.comAs requested, I have instructed our staff to remove his email from our databasesUnfortunately, our marketing campaigns are completed months ahead, and
he might see additional mail offers in the meantimeWe apologizeNonetheless, we have removed him as requested
Kind regards,
Prosper Client Services
Initial Business Response / [redacted] (1000, 5, 2014/03/27) */ We are in receipt of Mr. [redacted] 's complaint to the RevDex.com. It appears that his experience could have been better, and we apologize for his frustration. We have since received a response from the Folio... representative who did further research into his case. When the application was submitted, Mr. [redacted] indicated he worked for an affiliated company, which prevents further processing and requires additional compliance approval on Folio's side. However, Folio has removed the restriction, as Mr. [redacted] 's employer is not affiliated. If this is not correct, Mr. [redacted] should let us know. Again, our sincere apologies. Mr. [redacted] should be able to log in to Prosper to complete the application/sign on process for Folio. If Mr. [redacted] has any further questions or concerns, we encourage him to contact Client Services at XXX-XXX-XXXX. Kind regards, Prosper Client Services Initial Consumer Rebuttal / [redacted] (3000, 9, 2014/04/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have emailed Prosper multiple times explaining how complex it is to close my account. Approximately a week ago I was able to access Folio but could not determine what to do. I reached out for help but have been unsuccessful. Most recently I can no longer log in using my password. I have attempted "forgot password" feature without success. Both were not mentioned in Prosper's reply. As I requested from Prosper, I would like a contact person, extension and best time to call to assist me through the password, log-in, Folio process as email instructions do not work. This would be my "medium" compromise to finalize my complaint. [redacted] p [redacted] Final Business Response / [redacted] (4000, 11, 2014/04/03) */ We received Mr. [redacted] 's rebuttal to the RevDex.com and apologize for his continued discontent. Client Services has contacted him and have fixed the problem for him. If Mr. [redacted] has additional questions, we encourage him to call Client Services at XXX-XXX-XXXX. Kind regards, Prosper Client Services
Initial Business Response / [redacted] (1000, 8, 2014/12/23) */ We are in receipt of Mr. [redacted] 's complaint to the RevDex.com. We apologize for any misunderstanding. Prosper products are only available to U.S. investors. We understand that Mr [redacted] is part of the US military and... resides outside the continental U.S. We have not come across this situation in the past and unfortunately his account was originally declined. Until we revise our policies regarding military personnel, we have approved his account and Mr. [redacted] should be able to invest accordingly. Again our apologies. We appreciate Mr. [redacted] 's business and wish him well. Kind regards, Prosper Client Services Initial Consumer Rebuttal / [redacted] (2000, 11, 2014/12/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2014/04/01) */ We are in receipt of Ms [redacted] 's complaint to the Revdex.comIt appears that her experience could have been better, and we apologize for her frustration Unfortunately, system limitations have made it difficult to correct the human error that occurred in Ms [redacted] 's accountHowever, neither Ms [redacted] nor the various investors are being penalized for our errorIn fact, as Ms [redacted] is aware, we have given her credits equal to half of her loan payment monthlyIn turn, the investors are being paid in full Again, we sincerely apologizeWe are however working on solving the problem as quickly as possibleIf Ms [redacted] has any further questions or concerns, we encourage her to contact Client Services at XXX-XXX-XXXX Kind regards, Prosper Client Services Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) My $check cleared my account on 03/17/2014,my loans are not back, the account is showing charged off, I have had no direct response from Prosper since my check was sent other than this in regard to my questionsI made calls to the Corporate office, the main mailbox was full and I left a message with the gentleman who had been handling this to call me, no response Final Business Response / [redacted] (4000, 9, 2014/04/03) */ We are in receipt of Ms [redacted] 's rebuttal, and we apologize for any confusionI tried to call Ms [redacted] to no avail As I mentioned in my original response, neither she nor the investors are affected by this errorEven though her loans in our system have not been rectified, her loans are being handled manually until the fix is in place Again our apologies in the delay in our system correctionNonetheless, Ms [redacted] can be assured that her loans are being managed as according to our agreements with her and the lendersIf Ms [redacted] has additional questions, she is welcomed to call me back at the number I left in her voicemail Kind regards, [redacted] Final Consumer Response / [redacted] (4200, 11, 2014/04/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) With all due respect, I did not receive a call or voice mail from Mr***, and I feel that if he could put himself in my shoes that he would understand how a verbal reassurance does not do much for me when there is no physical evidence that my + payment was applied as it should beAnd I also not understanding how I was told that all was corrected and to send the money in the first placeUntil I can see things online as they should be and I know the situation was fully explained to the investors there is no resolution
Initial Business Response / [redacted] (1000, 5, 2015/08/26) */ Thank you for reaching out to us. We apologize for the difficulties you experienced in making your loan payment. We strive for each customer to have an excellent experience and appreciate you being a valued member of the Prosper... Community. A senior agent has been assigned to your case and will be reaching out to you soon by phone to better assist you with this matter. Please don't hesitate to reach out to us if you have any questions or concerns. We value your business and thank you for choosing Prosper for your personal loan needs. Thank you, Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) No contact from the Senior Agent as promised. Final Business Response / [redacted] (4000, 9, 2015/08/31) */ We apologize for any inconvenience. An email was sent on August 28th detailing the action and resolution of your issue. Let us know if you did not receive this message at [redacted] @prosper.com. Thank you.
Initial Business Response /* (1000, 6, 2015/03/21) */
We are in receipt of Mr*** ***'s complaint to the Revdex.comOur records do not show that we pulled an additional payment after Mr*** made a final manual paymentIf Mr*** can show us a bank statement
with the additional debit, we would be able to research further
Kind regards,
Prosper Client Services
I canceled my loan with you because you sent me my loan documents which included a 1% filling fee($250) but when I called your Repthey said it was showing a 4%($1000) filling feeHow could this be when you already sent my agreementI told your Repwhat my agreement was showing and she gave me no answer as to whyYour company is being dishonest about truth in lending and should be reported
Initial Business Response /* (1000, 5, 2015/12/30) */
Hi ***,
An email was sent by our Investor Support Team earlier today regarding your concernsSince it contains data pertaining to your individual account we have decided not to post it herePlease let us know if you need anything
further by emailing ***@prosper.comWe thank you for being a valued member
Regards,
*** ***-***
Customer Experience Manager
Prosper Marketplace, Inc
Initial Business Response /* (1000, 10, 2014/12/11) */
We are in receipt of Mr*** ***' complaint to the Revdex.comWe have contacted Mr*** directly and informed him that, like many financial institutions, we performed a soft pull to be able to provide him with
potential loan offersHowever, as he decided to accept one of those loan offers, the soft pull turned into a hard pull
We apologize for any misunderstandingNonetheless, Mr*** has decided to accept the loan
Kind regards,
Prosper Marketplace Inc
Initial Consumer Rebuttal /* (3000, 12, 2014/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A male representative (forget his name, sorry) called me about weeks ago and advised me that he will be calling me back to discuss furtherI never heard from him since
Final Business Response /* (4000, 14, 2014/12/26) */
We are in receipt of Mr*** *** rebuttalUnfortunately, Mr*** is mistaken: Lending Club as per policy does place a hard pull whenever a prospective loan closesWe apologize for the misunderstanding, but any loan that closes leads to a hard pull, regardless of the financial institution
Kind regards,
Prosper Client Services
Final Consumer Response /* (4200, 16, 2015/01/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Where did you get your facts from? Have you looked at my credit reports that YOU pulled and if so, where do you see an inquiry from Lending Club? I think that you should check your facts about my credit before stating something that is untrue about itBy the way, what is the name of the individual who is responding to my complaint? I would like to speak to you directly, since you know so muchWhy don't you give me a call to discuss further, rather than go back and forth in writing?
Initial Business Response /* (1000, 5, 2014/02/13) */
We are in receipt of Ms***'s complaint to the Revdex.com regarding her Prosper loan applicationUnfortunately, Ms*** and her fiancé misinterpreted the Verification representative's communicationOur Verification representative was
merely trying to convey her conclusions to both Ms*** and her fiancéContrary to their position, the Verification representative was not forcing Ms*** to accept a loan at a higher rate, or to misrepresent her income in any way
Like many financial services companies, we must substantiate a consumer's ability to repay a loanMs***'s stated income in her loan application included both W-and incomesUnfortunately, we were unable to verify the incomeMs*** has three potential options:
1) If Ms*** is able to provide us with acceptable evidence of her additional income, we can reexamine her loan application accordingly
2) Ms*** may also re-list as self-employed; however, these loans tend to have higher interest rates due to the higher inherent risk profile
3) Alternatively, as the Verification representative mentioned, she can 're-list' for a lower loan amount based on the verifiable W-income
Ms***'s experience could have been better, and we sincerely apologize for her and her fiancé's frustration with our processAs part of our ongoing performance improvement process, we will review the recorded conversations for opportunities for improvementNonetheless, in this case, sadly, we are unable to offer Ms*** a loan based on her requirementsWe regret that we cannot be of further assistance
Regards,
Prosper Customer Support
Final Consumer Response /* (4200, 13, 2014/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
AgainWe documented the conversations
Final Business Response /* (4000, 9, 2014/02/24) */
We are in receipt of Ms***'s rebuttal and apologize for her continued dissatisfactionProsper strictly adheres to both Federal and State guidelinesMoreover, Prosper's underwriting criteria are fairly standard in the industry, and Ms*** may find similar results elsewhereAs stated in our original response, we do not ask anyone to misstate or misrepresent their incomeAny applicant may include any and all income they would like us to use to determine their ability to repay the loanNonetheless, we can only approve a loan based on dependable sources of income, regardless of its origin, i.ew-or
In Ms***'s case, we did receive the requested minimum documentsHowever, receipt of these documents means neither acceptance of said documents nor approval of a loanOnce we receive an applicant's documents, we next verify the information contained thereinIn evaluating Ms***'s ability to repay the loan, we were able to verify her w-income but could not properly substantiate the reliability of her incomeAs such, the representative tried unsuccessfully to convey to her and her fiancé the three options outlined in our original response to her complaint
Again, we apologize for Ms***'s frustrationShould Ms*** be still interested in a Prosper loan, we have provided her with three alternative venues to complete the loan process in our original responseTaking everything into account, we can only approve a loan based on reliable sources of income
Kind regards,
Prosper Customer Support
Initial Business Response /* (1000, 5, 2014/07/10) */
We are in receipt of Mr*** ***'s compliant to the Revdex.comWe sincerely apologize for the apparent miscommunication
First, contrary to the incorrect message delivered in the Adverse Action Notice, an
existing borrower is only eligible for a second loan after nine monthsMr***'s current loan is only months old
Second, the customer service representative seems to have misspokenProsper does not offer a grace periodStill, we will not assess a fee on a borrower's account if a payment is made within days of the due dateHowever, though this will not be reported to the Credit Agencies as late, your payment history will affect your credit with Prosper
Finally, we are unable to change Mr***'s payment due dateUnfortunately, we are limited by the capabilities of our systemNonetheless, we are currently assessing a new system which might permit for a change in payment due dateWe will inform Mr*** when this is available
We sincerely apologize for the confusion and appreciate Mr***'s businessIf he has any further questions or concerns, Client Services is available at XXX-XXX-XXXX
Regards,
Prosper Client Services
Initial Consumer Rebuttal /* (2000, 7, 2014/07/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They agreed that their rep had misspoken and said they were likely to add to their system the capability to change due dates in the future
Initial Business Response /* (1000, 6, 2015/02/25) */
We are in receipt of Ms*** ***'s complaint to the Revdex.comIt seems that we could have done betterUnfortunately, a new system conversion has led to various systems issues which led to Ms***'s double
paymentWe have refunded Ms*** the erroneous withdrawal plus any fees
We appreciate very much Ms***'s business and sincerely apologize for the mishap
Kind regards,
Prosper Client Services
Initial Consumer Rebuttal /* (2000, 8, 2015/02/26) */
Prosper.com took care of this this morningYou can remove the complaintThank you
Initial Business Response /* (1000, 9, 2014/12/12) */
We are in receipt of Mr*** ***'s complaint to the Revdex.comA glitch in our system unfortunately led to the additional payments in Mr***'s accountAs requested, we have issued a refund and Mr*** should
see that in his account accordingly
Our apologies for the mishap
Kind regards,
Prosper Client Services
Initial Business Response /* (1000, 5, 2014/05/22) */
We are in receipt of Mr*** ***'s complaint to the Revdex.comWe apologize for Mr***'s discontentNonetheless, we strictly adhere to all Federal and state consumer lending guidelines and regulations
In
Mr***'s case, it seems that he was misinformed, and we sincerely apologize for the confusionUnfortunately, Mr*** had created several accounts within Prosper.com which we found troubling and questionableThis inconsistent activity led to the termination of his account
Again, our apologies for the confusionWe appreciate Ms***'s business and regret that we cannot be of serviceIf he has any further questions, he may contact Client Services at XXX-XXX-XXXXX
Kind regards,
Prosper Client Services
Initial Consumer Rebuttal /* (3000, 7, 2014/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to a rep on the phone before sending in any information that rep helped me delete the other profiles and leave one, so I reject this response by the company
Initial Business Response /* (1000, 11, 2015/09/25) */
We appreciate you reaching out and regret the negative experienceAn issue was identified and corrected immediatelyThe extra payments were submitted back to your bank account the next business day
Regarding the fees incurred
by your bank - this was the reason we had requested to see the bank statement to confirm the number of fees and total amount to refund back to your bank accountWe have made several attempts to reach out to you and have been unsuccessful
And fees due to Prosper's error should be refunded to youPlease let us know at your earliest convenience by emailing ***@prosper.com, and a senior agent will handle your case personally
Initial Business Response /* (1000, 5, 2016/02/29) */ Dear ***, We are sorry to hear about your recent experience with ProsperA senior agent or supervisor will be reaching out to you to provide you assistanceWe hope to resolve your issueAs a matter of standard practice, all calls,
emails and notes are reviewed for quality and training purposesWe regret this interaction and strive for excellent customer service, anything less results in opportunities for continued coaching and training and reviews of current policies and proceduresInitial Consumer Rebuttal /* (3000, 7, 2016/03/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) the lady call us and she apologies for the inconvenience but it was are fault because we was calling the wrong number the number they give to us at the first place and how many time the customer service answer are call and try to help us reach any supervisor or associate'swe don't want to re apply for the loan again we already apply and send all the document if there associates is too lazy its not my problemwe need them to deliver their promise and finish the deal Final Business Response /* (4000, 18, 2016/03/31) */ Dear ***, A senior agent will be reaching out to you to address your concernsFinal Consumer Response /* (4200, 22, 2016/04/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you very much for the worthless phone call, they did not provide any solution for the problem all that has been said is we are sorry we can not do anything to you you can apply for a loan again, but would not be 12% APRJust a waste of timeI am still waiting to be deposited the money in my account $ *** ***%.as you promise so I want you to keep your word for me showing respect for your customersand stop saying we are sorry because you are not at all
Initial Business Response /* (1000, 5, 2015/09/28) */
Hi ***,
Apologies for any confusion regarding your Return calculation in your Prosper Investment accountTo confirm, only notes purchased on the Prosper platform are included in the ReturnIt appears most of your investments were
made through the secondary trading platform (on Folio)These notes, both purchased and sold, are not included
This explanation is always available on the Investing Details page in your Prosper account (after you log in, on the Overview page click View Details next to Annualized Return*)There is a short FAQ section on the middle of the page which shows a Q&A about this specific topic, titled "Why do we exclude Notes traded on Folio (and how might this affect your returns)?" Below is the answer:
"We present Annualized Returns on Notes to simplify the comparisons with other investment returns, but the sale of a Note on our trading platform represents a discrete return that we think should not be annualized
For example, if you purchase a Note through Prosper on January 1, receive a single payment on February 1, and then sell it at a 5% premium on February 2, your Annualized Return on that transaction would be more than 50%But there is no on-going return from the transaction, so annualizing the figure would be misleading
Only non-delinquent Notes can be sold on Folio; for investors who trade aggressively, a larger percentage of Notes may remain that are delinquent or defaultedThe relationship between "current status" and "ability to be sold" will cause a lower Annualized Return calculation than would have been the case for a non-trader."
As of today, the Return is an accurate representation for notes purchased on the Prosper platformIf you ever need to reach out to us directly going forward, please email ***@prosper.com
Thank you,
*** ***-***
Customer Experience Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your response is misleading as wellYou make it sound as if the gain/loss on a purchase or sale of a note is not included in the return when the actual interest/chargeoffs from the note itself are not includedyour own website states:
"To calculate the Return, ALL payments received on borrower loans, net of principal repayment, credit losses, and servicing costs for such loans, are aggregated and then divided by the average daily amount of aggregate outstanding principal."
All payments received and credit losses are clearly not calculated in my returnsI'm giving your company a chance to do the right thing here
Your response was well written, but advertising returns on notes issued and managed by your company whether purchased directly or indirectly (through folio) is not acceptableIf I have a note that you manage I expect you to include that note in my total returns
Final Business Response /* (4000, 9, 2015/10/15) */
Hi ***,
Again, apologies for any confusion over the method by which we calculate the Return presented in your Prosper investment accountWhile we appreciate your feedback and have considered it thoughtfully, we believe we have appropriately disclosed to you and all of our investors the method by which we calculate ReturnsFor your review, we have included two screenshots: the FAQ which appears on both the Investing page of your account(above the breakdown of payments and notes) as well as the Help section available to anyone browsing prosper.comThe other is the disclaimer at the bottom of the Investing page which includes "All calculations exclude Notes bought or sold on Folio."
Regards,
*** ***-***
Customer Experience Manager
Initial Business Response /* (1000, 5, 2015/10/09) */
The phone conversation with the bank was one of several phone conversations Prosper had with the customer and was not the main factor in our decisionBased on other phone conversations and documentation, there were discrepancies we
could not reconcile and therefore could not continue forward
Initial Consumer Rebuttal /* (3000, 7, 2015/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I requested a formal written letter via postal mail of explanationThis is not a formal written response to my complaintPlease notify me when it will be mailed
Final Business Response /* (4000, 9, 2015/10/21) */
Prosper Marketplace offers its loan product solely online and all communication is provided electronically or over the phoneAs such, an email explaining the reason for the cancellation will be sent to the email address on file within hours
Prosper takes security of personal identifying information very seriouslyWe have removed access to the account on the public site as well as safe guard all documentation and notes related to the transaction
Final Consumer Response /* (4200, 13, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I requested formal written correspondence, not an e-mail - please spend the necessary postage to fulfill my response
They sent me something in the mail informing me that I was preapproved for up to dollars to use to pay off my credit cardsPreapproved by definition means I am already approvedI calledThey wasted half an hour of my time to inform me that I was in fact denied for a loan....even though I had asked for half of what I was "preapproved" forcomplete garbage and waste of time as well as a waste of paper for sending this message to me and millions of othersLesson learned
Initial Business Response /* (1000, 8, 2014/11/03) */
We are in receipt of Ms*** ***'s complaint to the Revdex.com and are similarly concernedSomeone using Ms***'s personal information, including her address, birthdate and social security number, applied for a
Prosper loanWe have terminated the account and no loans have been issued under Ms***'s creditWe recommend to Ms*** to report this incidence to her local police and add a fraud alert to her credit report immediatelyThis will prevent from this culprit from obtaining funds under her credit
Kind regards,
Prosper Client Services
Initial Consumer Rebuttal /* (3000, 10, 2014/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
how is it that others also have this same complaint on Revdex.com?
Final Business Response /* (4000, 12, 2014/11/07) */
Unfortunately, Prosper has no control over others' ability to access personal informationAs before, we strongly encourage Ms*** to add a fraud alert with the various credit reporting agencies in order that her credit isn't compromised
Kind regards,
Prosper Client Services
Initial Business Response /* (1000, 5, 2014/12/26) */
We are in receipt of Mr*** ***'s complaint to the Revdex.comAs requested, I have instructed our staff to remove his email from our databasesUnfortunately, our marketing campaigns are completed months ahead, and
he might see additional mail offers in the meantimeWe apologizeNonetheless, we have removed him as requested
Kind regards,
Prosper Client Services