Initial Business Response /* (1000, 5, 2014/12/26) */
We are in receipt of Ms. [redacted]' complaint to the Revdex.com. We have instructed our colleagues to issue a refund for the fees as requested and Ms. [redacted] should see it in the next few days.
Kind...
regards,
Prosper Client Services
Initial Consumer Rebuttal /* (3000, 7, 2015/01/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Good afternoon,
They received the money back in full on December 12
It is now January 3, 2015 and still have not recieved any money.
Best regards
[redacted]
Final Consumer Response /* (2000, 10, 2015/01/12) */
As of January 6 I received the refund in full.
The case can now be closed.
Thank you
[redacted]
Initial Business Response /* (1000, 5, 2015/11/10) */
Hi [redacted],
As a matter of standard procedure, these calls and emails are reviewed for quality and training opportunities. It appears we had attempted to reach you during our normal hours of operation but were unsuccessful. We...
understand the frustration and sincerely apologize for the experience.
If you would like to speak with someone directly regarding your experience please email [redacted]@prosper.com and a senior agent will be assigned to your account.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Prosper's response is a total lie and I do not accept it for the following reasons. This matter has also been sent to the Federal Trade Commissions for investigation. No one at Prosper replied to any of my many website and email inquiries. I took a Monday and Tuesday off with my phone near by and noone from Prosper called me. I repeatedly called the Prosper Representative who was never at her desk. When I left messages telling Prosper I would file complaint, they cancelled my policy. Prosper should offer the loan that they said I had received and make sure they are picking up their telephones during their normal business hours. For these reasons this company needs to be investigated, corrected and exposed.
Initial Business Response /* (1000, 5, 2015/09/04) */
We regret hearing the negative experience of not being able to speak to a supervisor to address your concerns. A senior manager has reached out with his direct contact information by email. Please call him directly going forward for...
this matter. We attempted to reach you by phone but the number did not allow us to leave a message.
We look forward to speaking with you.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The number I provided is my cell phone and does allow messages. The company has a valid phone number, which messages can be left, and a valid email.
Final Business Response /* (4000, 9, 2015/09/10) */
Thank you for your response and apologies for any confusion. For the security and protection of your account we are only able to contact you at the phone number(s) provided in your Prosper account. Three attempts were made to reach you at this number and we were unable to leave a message.
An email was sent on August 28th that contained the contact information of a Prosper Customer Service Manager. This will be forwarded again to this same email address. We look forward to speaking with you.
Initial Business Response /* (1000, 5, 2014/11/02) */
We are in receipt of Mr. [redacted]'s complaint to the Revdex.com and sincerely apologize for this delay. It seems that as of 10/24/14, Mr. [redacted] should have received his allotted United miles.
Again, we sincerely...
apologize for the delay and appreciate Mr. [redacted]'s business.
Kind regards,
Prosper Client Services
Initial Business Response /* (1000, 8, 2016/01/19) */
Hi [redacted],
We sincerely regret the negative experience. A senior agent has been assigned to your account and will be contacting you very soon. They will provide you with a direct line to discuss, and we look forward to hearing more...
regarding the interaction.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Initial Business Response /* (1000, 8, 2016/01/22) */
Hi [redacted],
At a minimum Prosper is required by Regulation B, the implementing Federal regulation of the Equal Credit Opportunity Act to maintain loan application records for a set amount of time. We regret the negative...
experience.
Prosper takes security of personal identifying information very seriously. We safeguard all data and documents related to applications and loans. Rest assured, the information submitted for a loan request is secure.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Initial Business Response /* (1000, 5, 2015/08/17) */
Thank you for reaching out. We have been attempting to contact you by the phone numbers provided in your account and have been unsuccessful. A senior agent has left several messages and will be glad to assist you further.
We thank...
you for being a valued member of the Prosper Community.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This again is just another attempt try to take the blame of of them... One of the supervisors has called in the past before this complaint and left a message to call her back on a phone number that does not work.. I have called in a number of times asking to speak with her and she is always "busy" and they say that they can help. I explain the situation to them and then they get me to their manager who I believes works for the lady (main supervisor) that called me and denies any issue and then states that the main supervisor is going to say the same thing and that she will not over ride them. I want all communications to be in writing through this complain so that it can be documented.
Final Business Response /* (4000, 9, 2015/08/28) */
Thank you for your response. Our senior agent has provided their direct contact information to your email address for further resolution. Please reach out to her directly for this issue.
Final Consumer Response /* (4200, 11, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again the company is doing whatever they can do not to resolve the issue. I have instructed that all communication to be in writing through this complaint so that it can be documented. The number that I have received in the past was not a good number to reach anyone. anything that this company states on the phone the company will deny and that is the reason I will only communicate through writing. This company has yet to make one attempt to resolve the issue.
Initial Business Response /* (1000, 5, 2014/05/08) */
We are in receipt of Mr. [redacted]'s complaint to the Revdex.com. We apologize for the poor customer service he may have experienced and will review his phone interactions with Prosper for training and development. It is our...
intent to provide the best customer service we can offer.
In regards to Mr. [redacted]'s application, we could not accept the tax document he provided as valid. This inaccuracy led to the cancellation of his account. Nonetheless, Mr. [redacted] can be assured that we adhere to all Federal and state data security guidelines, and all his personal information is secure. Finally, Prosper does not do a hard pull on a customer's credit until a loan is approved. In his case, only a soft pull has been completed.
Again, we are sorry for Mr. [redacted]'s poor experience. We regret that we cannot be of service. If he has any further questions, he is welcomed to contact Customer Service.
Kind regards,
Prosper Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2014/05/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want a specific reason about what made my tax document invalid. My employer uses a payroll service similar to ADP or Paychex, as it outsources its human resources to the company listed on the W-2. That is why there name was listed with my employer. If that was the issue, I am respectfully requesting my application to be reconsidered based on that fact. What you received is how they are issued and I can not control that. If that was not the reason, I want a specific reason as too why it cannot be accepted. Perhaps by working with me and not against me, a resolution can be achieved. However, the response above presents no possible resolution at this time. Furthermore, your customer service representatives are unwilling to talk to me or assist me in any manner.
Final Business Response /* (4000, 9, 2014/05/15) */
We are in receipt of Mr. [redacted]'s rebuttal and we are sorry for his continued discontent. We understand that an outsourced payroll/HR company may have been used. Unfortunately, as we mentioned in the original response, we still found his documents to be invalid, as we were not able to verify the reported figures or his employment.
Again, we are sorry. If Mr. [redacted] has further questions, Customer Service is available at XXX-XXX-XXXX.
Kind regards,
Prosper Customer Service
Business Response /* (-10, 16, 2014/06/05) */
As we mentioned previously, we could not verify the reported numbers in his documents. Mr. [redacted] should contact his 2013 employer to verify the accuracy of his documents.
If Mr. [redacted] has further questions, Client Services is available at XXX-XXX-XXXX.
Kind regards,
Prosper Client Services
Business Response /* (4000, 18, 2014/06/05) */
As we mentioned previously, we could not verify the reported numbers in his documents. Mr. [redacted] should contact his 2013 employer to verify the accuracy of his documents.
If Mr. [redacted] has further questions, Client Services is available at XXX-XXX-XXXX.
Kind regards,
Prosper Client Services
Initial Business Response /* (1000, 5, 2014/06/04) */
We are in receipt of Ms. [redacted]'s complaint to the Revdex.com and apologize for her dissatisfaction.
Prosper adheres strictly to both Federal and state regulations, including Truth-in-Lending requirements....
Contrary to Ms. [redacted]'s complaint, there are several places where we clearly disclose the origination fee within the origination process.
Moreover, on March 2nd, she received both a Listing Truth in Lending Disclosure and the Borrower Registration Agreement. Within the Listing Truth in Lending Disclosure, the origination fee is disclosed at the bottom as the "Prepaid Finance Charge." The Borrower Registration Agreement also discloses the origination fee in Section 6. At this point, Ms. [redacted] could have withdrawn her loan application (if she was uncomfortable with the origination fee).
On March 14, we sent a subsequent Final Loan Truth in Lending Disclosure which also clearly displays the Prepaid Finance Charge at the bottom of the page.
Finally, on March 17/18, when the loan funds were released into her bank account, she could have canceled the loan at that time and/or express her bewilderment regarding the "closing costs."
We apologize for Ms. [redacted]'s discontent. Unfortunately, her complaint dated 05/23/14 came more than a month after the loan origination date, and we are unable to provide her with her desired resolution at this time.
If she has any further questions, she may contact Client Services.
Kind regards,
Prosper Client Services
Initial Business Response /* (1000, 5, 2014/07/11) */
We are in receipt of Ms. [redacted]'s complaint to the Revdex.com and apologize for her discontent with our process. As a regulated financial institution, Prosper must adhere strictly to all Federal and State...
regulations and statutes, including Customer Identification and the Fair and Accurate Credit Transactions Act of 2003. We are thus required to follow guidelines in regards to fraud alerts.
Identity theft has become a major problem in the United States. As such, as an Internet business, Prosper must be even more vigilant than brick-and-mortar institutions. Our many years of experience have taught us that whenever a consumer has been a victim of identity theft, the perpetrator often has access to the victim's various documents Ms. [redacted] has mentioned in her complaint, such as bank and earnings statements and utility bills.
Therefore, we have instituted various policy requirements to minimize the risk of identity theft. One of those requirements is to suspend any account with a fraud alert without an accompanying phone number. Alternatively, though we would not encourage the prospective borrower to remove the fraud alert altogether, we do require that the borrower modify his/her fraud alert with a current phone number.
We apologize for Ms. [redacted]'s frustration. Nonetheless, we hope she understands our position to protect the identity of others. We appreciate Ms. [redacted]'s business and are sorry that we can't be of service right now.
If she has any further questions, Client Services is available at XXX-XXX-XXXX.
Regards,
Prosper Client Services
Initial Business Response /* (1000, 5, 2014/12/25) */
We are in receipt of Dr. [redacted]'s complaint to the Revdex.com and it seems we could have done better. Unfortunately, it seems we have had some technical problems in regards to Dr. [redacted]'s Prosper account. ...
Nonetheless, those have been subsequently corrected and her loan has been approved and originated as of 12/18/14.
Again our apologies.
Kind regards,
Prosper Client Services
Initial Business Response /* (1000, 5, 2015/12/14) */
Hi [redacted],
Our apologies for the error. We will be adding the credit this week to your bank account. Please reach out to [redacted]@prosper.com for anything going forward, we appreciate you being a valued member of the Prosper...
Community.
Regards,
[redacted]-[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
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]-[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Initial Business Response /* (1000, 8, 2015/01/09) */
We are in receipt of Mr. [redacted]' complaint to the Revdex.com. We are baffled by his statement. Prosper does not charge a set up fee. However, there is an origination fee which can range from 1% to 5% of the loan amount. ...
Kind regards,
Prosper Client Services
Initial Consumer Rebuttal /* (3000, 10, 2015/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Set up fee, origination fee - what's the difference.
That is semantics. The excessive interest rate is after that. Ask them about that!!
I'm self employed have been for the past 13 years, I applied for a loan and I'm very happy to say I received a good interest rate along with a monthly payment that was very affordable. The process took a little longer then I expected around 10 business days, I was very pleased with all the help that I received.
Thank you
ls
Initial Business Response /* (1000, 6, 2015/08/17) */
We regret hearing this experience and strive for better service. Calls are recorded for quality and training purposes and because of this exchange, your calls have been assigned to be reviewed. Key changes in processing have already...
been implemented as a result of this situation.
Please let us know if you have anything further by reaching our Customer Service phone number at XXX-XXX-XXXX. We thank you for being a valued member of the Prosper Community.
Initial Consumer Rebuttal /* (2000, 8, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 8, 2016/01/19) */
Hi [redacted],
We sincerely apologize for the negative experience. One of Prosper's main goals is providing our loan products in the most efficient way possible, and it seems there's an area of opportunity for us to work on.
Please...
consider this as confirmation that your account is closed and your personal identifying information is secure. Access to this information has been shut off and cannot be retrieved by anyone externally. If you need further assistance, please email [redacted]@prosper.com and a senior agent will be assigned to your account.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Initial Consumer Rebuttal /* (3000, 10, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like details as to how my information is secure not only externally, but also your employees having access. You have my social security number and you used deceptive business practices which does not give me comfort with my information in your businesses hands. I am keeping your response to my complaint and that way, if my social security number is used, you will be my starting point of my investigation.
Final Business Response /* (4000, 12, 2016/01/25) */
Hi [redacted],
When your account is closed, Prosper cuts off online access completely. Since we do not store customer submitted documents in online accounts, regardless, this is another safety measure we take to secure your personal identifying information. Internal systems are also restricted to departments and personnel that work with our customers. We take security of personal information very seriously and comply with all state and federal laws.
If you need further assistance, please email [redacted]@prosper.com and a senior agent will be able to assist you further.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Final Consumer Response /* (2000, 14, 2016/01/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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.
Initial Business Response /* (1000, 5, 2014/04/01) */
We are in receipt of Ms. [redacted]'s complaint to the Revdex.com. It 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 account. However, neither Ms. [redacted] nor the various investors are being penalized for our error. In fact, as Ms. [redacted] is aware, we have given her credits equal to half of her loan payment monthly. In turn, the investors are being paid in full.
Again, we sincerely apologize. We are however working on solving the problem as quickly as possible. If 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 /* (3000, 7, 2014/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My $832.26 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 questions. I 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 /* (4000, 9, 2014/04/03) */
We are in receipt of Ms. [redacted]'s rebuttal, and we apologize for any confusion. I tried to call Ms. [redacted] to no avail.
As I mentioned in my original response, neither she nor the investors are affected by this error. Even 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 correction. Nonetheless, Ms. [redacted] can be assured that her loans are being managed as according to our agreements with her and the lenders. If 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 /* (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. [redacted], 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 800 + payment was applied as it should be. And I also not understanding how I was told that all was corrected and to send the money in the first place. Until 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 /* (1000, 8, 2015/03/03) */
We are in receipt of Ms. [redacted]'s complaint to the Revdex.com and regret the miscommunication. Our records show that Ms. [redacted]'s second payment was applied to her February XX XXXX installment. Unfortunately, our system...
isn't able to handle payments that are paid ahead of another. As such, this is usually a manual process. Nonetheless, her next payment is not due until March 11, 2015.
Moreover, it does look like her payment had initially failed but a second try did go through. Our apologies for the miscommunication.
Kind regards,
Prosper Client Services
Initial Consumer Rebuttal /* (2000, 10, 2015/03/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response and action taken
Initial Business Response /* (1000, 5, 2014/12/26) */
We are in receipt of Ms. [redacted]' complaint to the Revdex.com. We have instructed our colleagues to issue a refund for the fees as requested and Ms. [redacted] should see it in the next few days.
Kind...
regards,
Prosper Client Services
Initial Consumer Rebuttal /* (3000, 7, 2015/01/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Good afternoon,
They received the money back in full on December 12
It is now January 3, 2015 and still have not recieved any money.
Best regards
[redacted]
Final Consumer Response /* (2000, 10, 2015/01/12) */
As of January 6 I received the refund in full.
The case can now be closed.
Thank you
[redacted]
Initial Business Response /* (1000, 5, 2015/11/10) */
Hi [redacted],
As a matter of standard procedure, these calls and emails are reviewed for quality and training opportunities. It appears we had attempted to reach you during our normal hours of operation but were unsuccessful. We...
understand the frustration and sincerely apologize for the experience.
If you would like to speak with someone directly regarding your experience please email [redacted]@prosper.com and a senior agent will be assigned to your account.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Prosper's response is a total lie and I do not accept it for the following reasons. This matter has also been sent to the Federal Trade Commissions for investigation. No one at Prosper replied to any of my many website and email inquiries. I took a Monday and Tuesday off with my phone near by and noone from Prosper called me. I repeatedly called the Prosper Representative who was never at her desk. When I left messages telling Prosper I would file complaint, they cancelled my policy. Prosper should offer the loan that they said I had received and make sure they are picking up their telephones during their normal business hours. For these reasons this company needs to be investigated, corrected and exposed.
Initial Business Response /* (1000, 5, 2015/09/04) */
We regret hearing the negative experience of not being able to speak to a supervisor to address your concerns. A senior manager has reached out with his direct contact information by email. Please call him directly going forward for...
this matter. We attempted to reach you by phone but the number did not allow us to leave a message.
We look forward to speaking with you.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The number I provided is my cell phone and does allow messages. The company has a valid phone number, which messages can be left, and a valid email.
Final Business Response /* (4000, 9, 2015/09/10) */
Thank you for your response and apologies for any confusion. For the security and protection of your account we are only able to contact you at the phone number(s) provided in your Prosper account. Three attempts were made to reach you at this number and we were unable to leave a message.
An email was sent on August 28th that contained the contact information of a Prosper Customer Service Manager. This will be forwarded again to this same email address. We look forward to speaking with you.
Initial Business Response /* (1000, 5, 2014/11/02) */
We are in receipt of Mr. [redacted]'s complaint to the Revdex.com and sincerely apologize for this delay. It seems that as of 10/24/14, Mr. [redacted] should have received his allotted United miles.
Again, we sincerely...
apologize for the delay and appreciate Mr. [redacted]'s business.
Kind regards,
Prosper Client Services
Initial Business Response /* (1000, 8, 2016/01/19) */
Hi [redacted],
We sincerely regret the negative experience. A senior agent has been assigned to your account and will be contacting you very soon. They will provide you with a direct line to discuss, and we look forward to hearing more...
regarding the interaction.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Initial Business Response /* (1000, 8, 2016/01/22) */
Hi [redacted],
At a minimum Prosper is required by Regulation B, the implementing Federal regulation of the Equal Credit Opportunity Act to maintain loan application records for a set amount of time. We regret the negative...
experience.
Prosper takes security of personal identifying information very seriously. We safeguard all data and documents related to applications and loans. Rest assured, the information submitted for a loan request is secure.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Initial Business Response /* (1000, 5, 2015/08/17) */
Thank you for reaching out. We have been attempting to contact you by the phone numbers provided in your account and have been unsuccessful. A senior agent has left several messages and will be glad to assist you further.
We thank...
you for being a valued member of the Prosper Community.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This again is just another attempt try to take the blame of of them... One of the supervisors has called in the past before this complaint and left a message to call her back on a phone number that does not work.. I have called in a number of times asking to speak with her and she is always "busy" and they say that they can help. I explain the situation to them and then they get me to their manager who I believes works for the lady (main supervisor) that called me and denies any issue and then states that the main supervisor is going to say the same thing and that she will not over ride them. I want all communications to be in writing through this complain so that it can be documented.
Final Business Response /* (4000, 9, 2015/08/28) */
Thank you for your response. Our senior agent has provided their direct contact information to your email address for further resolution. Please reach out to her directly for this issue.
Final Consumer Response /* (4200, 11, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again the company is doing whatever they can do not to resolve the issue. I have instructed that all communication to be in writing through this complaint so that it can be documented. The number that I have received in the past was not a good number to reach anyone. anything that this company states on the phone the company will deny and that is the reason I will only communicate through writing. This company has yet to make one attempt to resolve the issue.
Initial Business Response /* (1000, 5, 2014/05/08) */
We are in receipt of Mr. [redacted]'s complaint to the Revdex.com. We apologize for the poor customer service he may have experienced and will review his phone interactions with Prosper for training and development. It is our...
intent to provide the best customer service we can offer.
In regards to Mr. [redacted]'s application, we could not accept the tax document he provided as valid. This inaccuracy led to the cancellation of his account. Nonetheless, Mr. [redacted] can be assured that we adhere to all Federal and state data security guidelines, and all his personal information is secure. Finally, Prosper does not do a hard pull on a customer's credit until a loan is approved. In his case, only a soft pull has been completed.
Again, we are sorry for Mr. [redacted]'s poor experience. We regret that we cannot be of service. If he has any further questions, he is welcomed to contact Customer Service.
Kind regards,
Prosper Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2014/05/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want a specific reason about what made my tax document invalid. My employer uses a payroll service similar to ADP or Paychex, as it outsources its human resources to the company listed on the W-2. That is why there name was listed with my employer. If that was the issue, I am respectfully requesting my application to be reconsidered based on that fact. What you received is how they are issued and I can not control that. If that was not the reason, I want a specific reason as too why it cannot be accepted. Perhaps by working with me and not against me, a resolution can be achieved. However, the response above presents no possible resolution at this time. Furthermore, your customer service representatives are unwilling to talk to me or assist me in any manner.
Final Business Response /* (4000, 9, 2014/05/15) */
We are in receipt of Mr. [redacted]'s rebuttal and we are sorry for his continued discontent. We understand that an outsourced payroll/HR company may have been used. Unfortunately, as we mentioned in the original response, we still found his documents to be invalid, as we were not able to verify the reported figures or his employment.
Again, we are sorry. If Mr. [redacted] has further questions, Customer Service is available at XXX-XXX-XXXX.
Kind regards,
Prosper Customer Service
Business Response /* (-10, 16, 2014/06/05) */
As we mentioned previously, we could not verify the reported numbers in his documents. Mr. [redacted] should contact his 2013 employer to verify the accuracy of his documents.
If Mr. [redacted] has further questions, Client Services is available at XXX-XXX-XXXX.
Kind regards,
Prosper Client Services
Business Response /* (4000, 18, 2014/06/05) */
As we mentioned previously, we could not verify the reported numbers in his documents. Mr. [redacted] should contact his 2013 employer to verify the accuracy of his documents.
If Mr. [redacted] has further questions, Client Services is available at XXX-XXX-XXXX.
Kind regards,
Prosper Client Services
Initial Business Response /* (1000, 5, 2014/06/04) */
We are in receipt of Ms. [redacted]'s complaint to the Revdex.com and apologize for her dissatisfaction.
Prosper adheres strictly to both Federal and state regulations, including Truth-in-Lending requirements....
Contrary to Ms. [redacted]'s complaint, there are several places where we clearly disclose the origination fee within the origination process.
Moreover, on March 2nd, she received both a Listing Truth in Lending Disclosure and the Borrower Registration Agreement. Within the Listing Truth in Lending Disclosure, the origination fee is disclosed at the bottom as the "Prepaid Finance Charge." The Borrower Registration Agreement also discloses the origination fee in Section 6. At this point, Ms. [redacted] could have withdrawn her loan application (if she was uncomfortable with the origination fee).
On March 14, we sent a subsequent Final Loan Truth in Lending Disclosure which also clearly displays the Prepaid Finance Charge at the bottom of the page.
Finally, on March 17/18, when the loan funds were released into her bank account, she could have canceled the loan at that time and/or express her bewilderment regarding the "closing costs."
We apologize for Ms. [redacted]'s discontent. Unfortunately, her complaint dated 05/23/14 came more than a month after the loan origination date, and we are unable to provide her with her desired resolution at this time.
If she has any further questions, she may contact Client Services.
Kind regards,
Prosper Client Services
Initial Business Response /* (1000, 5, 2014/07/11) */
We are in receipt of Ms. [redacted]'s complaint to the Revdex.com and apologize for her discontent with our process. As a regulated financial institution, Prosper must adhere strictly to all Federal and State...
regulations and statutes, including Customer Identification and the Fair and Accurate Credit Transactions Act of 2003. We are thus required to follow guidelines in regards to fraud alerts.
Identity theft has become a major problem in the United States. As such, as an Internet business, Prosper must be even more vigilant than brick-and-mortar institutions. Our many years of experience have taught us that whenever a consumer has been a victim of identity theft, the perpetrator often has access to the victim's various documents Ms. [redacted] has mentioned in her complaint, such as bank and earnings statements and utility bills.
Therefore, we have instituted various policy requirements to minimize the risk of identity theft. One of those requirements is to suspend any account with a fraud alert without an accompanying phone number. Alternatively, though we would not encourage the prospective borrower to remove the fraud alert altogether, we do require that the borrower modify his/her fraud alert with a current phone number.
We apologize for Ms. [redacted]'s frustration. Nonetheless, we hope she understands our position to protect the identity of others. We appreciate Ms. [redacted]'s business and are sorry that we can't be of service right now.
If she has any further questions, Client Services is available at XXX-XXX-XXXX.
Regards,
Prosper Client Services
Initial Business Response /* (1000, 5, 2014/12/25) */
We are in receipt of Dr. [redacted]'s complaint to the Revdex.com and it seems we could have done better. Unfortunately, it seems we have had some technical problems in regards to Dr. [redacted]'s Prosper account. ...
Nonetheless, those have been subsequently corrected and her loan has been approved and originated as of 12/18/14.
Again our apologies.
Kind regards,
Prosper Client Services
Initial Business Response /* (1000, 5, 2015/12/14) */
Hi [redacted],
Our apologies for the error. We will be adding the credit this week to your bank account. Please reach out to [redacted]@prosper.com for anything going forward, we appreciate you being a valued member of the Prosper...
Community.
Regards,
[redacted]-[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
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]-[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Initial Business Response /* (1000, 8, 2015/01/09) */
We are in receipt of Mr. [redacted]' complaint to the Revdex.com. We are baffled by his statement. Prosper does not charge a set up fee. However, there is an origination fee which can range from 1% to 5% of the loan amount. ...
Kind regards,
Prosper Client Services
Initial Consumer Rebuttal /* (3000, 10, 2015/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Set up fee, origination fee - what's the difference.
That is semantics. The excessive interest rate is after that. Ask them about that!!
I'm self employed have been for the past 13 years, I applied for a loan and I'm very happy to say I received a good interest rate along with a monthly payment that was very affordable. The process took a little longer then I expected around 10 business days, I was very pleased with all the help that I received.
Thank you
ls
Initial Business Response /* (1000, 6, 2015/08/17) */
We regret hearing this experience and strive for better service. Calls are recorded for quality and training purposes and because of this exchange, your calls have been assigned to be reviewed. Key changes in processing have already...
been implemented as a result of this situation.
Please let us know if you have anything further by reaching our Customer Service phone number at XXX-XXX-XXXX. We thank you for being a valued member of the Prosper Community.
Initial Consumer Rebuttal /* (2000, 8, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 8, 2016/01/19) */
Hi [redacted],
We sincerely apologize for the negative experience. One of Prosper's main goals is providing our loan products in the most efficient way possible, and it seems there's an area of opportunity for us to work on.
Please...
consider this as confirmation that your account is closed and your personal identifying information is secure. Access to this information has been shut off and cannot be retrieved by anyone externally. If you need further assistance, please email [redacted]@prosper.com and a senior agent will be assigned to your account.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Initial Consumer Rebuttal /* (3000, 10, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like details as to how my information is secure not only externally, but also your employees having access. You have my social security number and you used deceptive business practices which does not give me comfort with my information in your businesses hands. I am keeping your response to my complaint and that way, if my social security number is used, you will be my starting point of my investigation.
Final Business Response /* (4000, 12, 2016/01/25) */
Hi [redacted],
When your account is closed, Prosper cuts off online access completely. Since we do not store customer submitted documents in online accounts, regardless, this is another safety measure we take to secure your personal identifying information. Internal systems are also restricted to departments and personnel that work with our customers. We take security of personal information very seriously and comply with all state and federal laws.
If you need further assistance, please email [redacted]@prosper.com and a senior agent will be able to assist you further.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Final Consumer Response /* (2000, 14, 2016/01/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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.
Initial Business Response /* (1000, 5, 2014/04/01) */
We are in receipt of Ms. [redacted]'s complaint to the Revdex.com. It 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 account. However, neither Ms. [redacted] nor the various investors are being penalized for our error. In fact, as Ms. [redacted] is aware, we have given her credits equal to half of her loan payment monthly. In turn, the investors are being paid in full.
Again, we sincerely apologize. We are however working on solving the problem as quickly as possible. If 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 /* (3000, 7, 2014/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My $832.26 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 questions. I 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 /* (4000, 9, 2014/04/03) */
We are in receipt of Ms. [redacted]'s rebuttal, and we apologize for any confusion. I tried to call Ms. [redacted] to no avail.
As I mentioned in my original response, neither she nor the investors are affected by this error. Even 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 correction. Nonetheless, Ms. [redacted] can be assured that her loans are being managed as according to our agreements with her and the lenders. If 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 /* (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. [redacted], 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 800 + payment was applied as it should be. And I also not understanding how I was told that all was corrected and to send the money in the first place. Until 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 /* (1000, 8, 2015/03/03) */
We are in receipt of Ms. [redacted]'s complaint to the Revdex.com and regret the miscommunication. Our records show that Ms. [redacted]'s second payment was applied to her February XX XXXX installment. Unfortunately, our system...
isn't able to handle payments that are paid ahead of another. As such, this is usually a manual process. Nonetheless, her next payment is not due until March 11, 2015.
Moreover, it does look like her payment had initially failed but a second try did go through. Our apologies for the miscommunication.
Kind regards,
Prosper Client Services
Initial Consumer Rebuttal /* (2000, 10, 2015/03/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response and action taken