Initial Business Response /* (1000, 5, 2016/01/01) */
Hi [redacted],
We apologize for the negative experience, obtaining funds through our platform should be easier and more customer friendly than what was described here. As a matter of standard practice, all calls, emails and notes are...
reviewed for quality and training purposes. We 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 procedures.
With other avenues for personal loans, we thank you for choosing Prosper. Let us know if any follow up is needed by emailing [redacted]@prosper.com.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Initial Business Response /* (1000, 5, 2015/09/11) */
Hi [redacted],
We're sorry to hear about your negative experience. When you have a moment, we'd like to address your concerns once more over the phone. A senior agent has been assigned to your case and has reached out to you by email. ...
Please contact her directly going forward. We look forward to talking to you soon.
Regards,
[redacted]
Customer Experience Manager
Initial Business Response /* (1000, 5, 2014/10/31) */
We are in receipt of Ms. [redacted]'s complaint to the Revdex.com and apologize for the misunderstanding. Contrary to Ms. [redacted]'s understanding, Prosper did perform a soft pull to be able to provide her with rate...
indications. Nonetheless, we only performed a soft credit pull, not a hard credit pull. We have also closed her account and she should not be receiving any further communication from Prosper.
We regret that we could not be of service and sincerely apologize for this misunderstanding.
Kind regards,
Prosper Client Services.
Initial Consumer Rebuttal /* (2000, 7, 2014/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept but watch this business as they told me once before that I would not get any communication from them before... the assured me I was taken off their list yet 1-month later I find they pulled my credit report. If I see it as a hard pull I will be filing a complaint again.
Initial Business Response /* (1000, 10, 2015/02/04) */
We are in receipt of Mr. [redacted]'s complaint to the Revdex.com. Prosper strictly adheres to Fair Credit Reporting Guidelines and take seriously any reporting errors. In Mr. [redacted]'s case, our records show that...
he was late on his payments beginning with his February 2012 payment. This was reported to the credit agencies as follows: In March 2012, he was 30-59 days late. Thereafter, he was 60-89 days late. This was correctly reported to Experian. Though the loan was paid off on October 22, 2012, his credit records show that he is 30-59 days late because his last payment was in fact 30-59 days late as reported on October 12, 2012.
Kind regards,
Prosper Client Services
Initial Consumer Rebuttal /* (3000, 12, 2015/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am in receipt of the response from Prosper on February 4, 2015. While I do not dispute the account having been late in April through September of 2012, I am disputing the fact that the account is being reported as being currently late. The account is not currently late, it is paid off. However, as per credit reports it is showing up as being currently 60-89 days late. For example, on a recent Transunion report the account is reported as being 60-89 days late. As you would probably know,
the effect of a current delinquency on a credit score is significantly greater than that
of a delinquency over three years ago. I believe the issue could be resolved by reporting
the account as current in October of 2012, when the loan was paid off.
Final Business Response /* (4000, 14, 2015/02/23) */
We are in receipt of Mr. [redacted]'s rebuttal. Unfortunately, his prior status isn't changeable. Though it shows it was paid off, the status prior to the payoff corresponds to the months he was originally late.
Kind regards,
Prosper Client Services
Final Consumer Response /* (4200, 16, 2015/03/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately I can not say that the issue is resolved because I still believe that Prosper is reporting this account incorrectly. I have been
taking out loans with Prosper since 2008 and the majority of my experiences with them have been positive, and I maintain a positive impression of the company overall. I only ran into a problem with Prosper back in 2012 when I fell behind on my payments and subsequently got caught up, and they did not report the account as current after I had gotten caught up on payments and paid the loan off.
I disagree that the account was 60 days past due during the final month, because the account was brought current during that month. The fact that
the payment was received 60 days late during this month is irrelevant because at the end of the month the account was current. The credit reports
should reflect that the account was current during this month because it was current by the end of this month. But they do not. I am therefore unable to state that this issue resolved because I still believe that Prosper is reporting this account incorrectly to the credit bureaus. And I am furthermore quite disappointed by what seems to be Prosper's lack of basic understanding of how accounts are supposed to be reported to credit bureaus.
Initial Business Response /* (1000, 10, 2015/02/04) */
We are in receipt of Ms. [redacted]'s complaint to the Revdex.com. It seems that somehow Ms. [redacted] had scheduled two payments in December. Nonetheless, the second payment failed due to a stop payment by Ms....
[redacted]. Therefore, no funds were retrieved for this second payment.
We regret this mishap and appreciate very much Ms. [redacted]'s business.
Kind regards,
Prosper Client Services
Initial Business Response /* (1000, 5, 2014/10/08) */
We are in receipt of Mr. [redacted]' complaint to the Revdex.com. Prosper thrives to provide an excellent customer experience, and it seems we could have done better.
It looks like there was a security alert attached to Mr....
[redacted]' credit report. A Prosper representative should have advised Mr. [redacted] to add his phone number to the security alert. Nonetheless, should Mr. [redacted] be able to add his phone number to the security alert, Prosper can assign a representative to expedite his loan request.
We appreciate Mr. [redacted]' business and extend our sincere apologies. We will certainly take this opportunity to improve our loan process. If he has any further questions, Client Services is available at XXX-XXX-XXXX.
Kind regards,
Prosper Client Services
Initial Consumer Rebuttal /* (3000, 12, 2014/10/30) */
I reapplied per the response below, and a copy of my credit report was requested by prosper (which I provided and paid for.) The suspension was lifted and I was allowed to reapply. The report clearly stated that the alert was expired, however because it is still in the comments section (which notes the expiration date.) I was refused the loan again without providing extensive documentation that I could not feasibly provide within the time limit required.I am following up in writing to request a response from an officer of the company per the suggestion of the FDIC prior to reviewing other options.
Final Business Response /* (4000, 14, 2014/10/31) */
We are in receipt of Mr. [redacted]' additional comments and regret his discontent with our process. Because Mr. [redacted] had a security alert in his Credit report, and as we cannot pull his credit report a second time within a 30 day period, we require other modes of identification to verify identity. If Mr. [redacted] can provide said documentation, we can review his loan application accordingly. Moreover, there is no time limit in providing the requested documentation.
Kind regards,
Prosper Client Services
Initial Business Response /* (1000, 5, 2014/10/08) */
We are in receipt of Ms. [redacted]'s complaint to the Revdex.com. While Ms. [redacted] is correct that her credit score is currently at 713, Prosper considers other factors that affected her ability to qualify for a Prosper...
loan. These factors led to a Prosper score that did not meet our cut-off threshold. Moreover, our loan process cannot consider the reasons for her loan, i.e. debt consolidation, at this time.
In regards to our marketing material, as provided therein, the advertised rates are based on generic information, and applicants must meet certain conditions to qualify for such rates. Unfortunately, we are limited by privacy laws and can only obtain generic, non-identifiable customer information: This generic information often does not provide a comprehensive outlook of a potential customer's ability to repay a loan, as required by law.
Again, we appreciate Ms. [redacted]'s business and regret that we cannot be of service at this time. If she has any further questions, Client Services is available at XXX-XXX-XXXX.
Kind regards,
Prosper Client Services
Initial Consumer Rebuttal /* (3000, 7, 2014/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is very vague and evasive. There is no direct answer at all. What I want from Prosper is for them to take my name off their bogus mailing list as I have gotten another offer from them while waiting for this response. PLEASE DO NOT SEND ME ANY MORE MAIL!!!!
Final Business Response /* (4000, 9, 2014/10/10) */
In assessing a borrower's ability to repay a new loan, we look at various variables, such as income, current obligations, delinquencies or lateness, etc. In Ms. [redacted]'s case, though she has a good FICO score, the amount of outstanding revolving credit as well as the proportion of loan balances to extended credit affected her Prosper score.
Again, we do appreciate Ms. [redacted]'s business. As requested, we have closed her Prosper account and removed her name from our mailing list.
Kind regards,
Prosper Client Services
Initial Business Response /* (1000, 5, 2014/07/21) */
We are in receipt of Mr. [redacted]'s complaint to the Revdex.com. Prosper strictly adheres to all Federal and state regulations and guidelines, including the Fair Credit Reporting Act.
We appreciate Mr. [redacted]'s...
bringing this error to our attention. In fact, we have contacted Experian and our expectation is that the extra inquiries will be removed by July 31. Once the extra inquiries have been removed, there should not be any negative impact on his credit score.
We apologize for the error. If Mr. [redacted] has any further questions, Client Services is available at XXX-XXX-XXXX.
Regards,
Prosper Client Services
Initial Business Response /* (1000, 5, 2014/03/20) */
We received Mr. [redacted]'s complaint to the Revdex.com and sincerely apologize for his dissatisfaction with our process. As Mr. [redacted] might recall, CreditKarma asks for loan amount and credit score from which several partner...
offers are calculated. Moreover, as stated in the disclosures therein, "only borrowers with excellent credit qualify for the lowest rate available. Your actual APR depends upon credit score, Prosper Rating, loan amount, loan term, credit usage and history." Therefore, these initial offers only provide an indication.
Once Mr. [redacted] clicked the "Take Offer" button, Prosper obtained additional information which allowed us to perform a soft credit pull. The subsequent offers Mr. [redacted] received reflected his credit history and usage. Unfortunately, in Mr. [redacted]'s case, the credit pull led to the higher rates that he referenced in his complaint.
Again, we apologize for any confusion and are sorry that we could not meet Mr. [redacted]'s loan requirements. We do strictly adhere to regulatory marketing guidelines. Should Mr. [redacted] wish to apply for a Prosper loan again, Client Services (XXX-XXX-XXXX) would be glad to assist.
Kind regards,
Prosper Client Services
Initial Consumer Rebuttal /* (3000, 7, 2014/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't agree with the solution. You should not use take the offer if you really are not offering me anything but a credit applications. A person should not have to click anything before seeing the truth about your product. If your not will to change the take offer button then put a disclaimer below it stating this is subject to credit approval. Very simple and honest!!! If you are not willing to be honest I cannot understand how you received an A rating.
Final Business Response /* (4000, 10, 2014/03/26) */
We are in receipt of Mr. [redacted]'s rebuttal and we are sorry for his continued dissatisfaction. In fact, on the very first page with the various loan offers, there is a disclaimer at the bottom of the page. The disclaimer is referenced by an asterisk (next to "Term of Loan") that states as follows: "APRs presented are estimated and were created based upon information entered by the consumer and through analysis of information publicly available at Prosper.com. The estimated APR presented does not bind Prosper. The range of APR available through Prosper is 6.73% to 35.36%. Only borrowers with excellent credit qualify for the lowest rate available. Your actual APR depends upon credit score, Prosper Rating, loan amount, loan term, credit usage and history. All loans are subject to credit review and approval."
Again, we apologize for his dissatisfaction. Nonetheless, we strictly adhere to all regulatory marketing guidelines. If Mr. [redacted] has additional questions or concerns, Client Services would be glad to help.
Kind Regards,
Prosper Client Services
Final Consumer Response /* (4200, 12, 2014/03/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You are correct if you scroll to the bottom of the page the hidden information is there. However, you do not have an asterisk by "take offer" that would tell someone to scroll to the bottom of the page. Also, the lowest interest rate there is 6.73%, so why make my interest rate offer 13.80% if you are not trying to deceive me.
Initial Business Response /* (1000, 7, 2014/09/10) */
If Mr. [redacted] would like us to provide him additional information regarding the fraudulent account, he must follow the guidelines of the Fair Credit Reporting Act §609(e)(2-3). The Act requires a business entity to verify identity and...
the claim of identity theft.
Regards,
Prosper Client Services
We are in receipt of Mr. [redacted]'s complaint to the Revdex.com and found it disconcerting. We sincerely apologize for our colleagues' behaviors and will be reviewing the calls accordingly.
However, under the Fair Credit Reporting Act and Privacy laws, we are required to verify the identity of a caller before we can release any information on an account.
Nonetheless, based on the complaint, it seems that someone used Mr. [redacted]'s personal information to open an account at Prosper, and we have terminated the account. As someone seems to have all of his personal details, we suggest that Mr. [redacted] add a Fraud Alert to his credit profile at the various Credit Bureaus to prevent the issuance of credit under his name without his authority.
Again we apologize for the miscommunication and thank Mr. [redacted] for alerting us. We have terminated the account, and no credit has been issued under his name from Prosper.
If he has any further questions, Client Services is available at XXX-XXX-XXXX.
Regards,
Prosper Client Services
Initial Business Response /* (1000, 5, 2014/10/16) */
We are in receipt of Mr. [redacted]'s complaint to the Revdex.com and apologize for this mishap. It seems Mr. [redacted] had sent a check as full payment for his loan, but there were no identifying information to match the...
corresponding loan or borrower. Nonetheless, we have contacted Mr. [redacted] and hope that we can rectify this issue as quickly as possible.
Again our sincere apologies. If Mr. [redacted] has any further questions, please let us know.
Kind regards,
Prosper Client Services
Initial Consumer Rebuttal /* (3000, 7, 2014/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They still have not posted my full payment and closed my account. Today 10/17/2014 @ 8:46 a.m. I received an voice mail stating I was late on a payment. I was told by the rep for Prosper on 10/13/14, that since it was a "bank holiday" that it would take a few days to show on my account. Now it is 4 days past that and my account with prosper still does not show full payment. I said the rep that I was told 'my bank' could not put any other information on the bank check, because it was an official doc. He told me that they found my check & it would be credited to my account.
Final Business Response /* (4000, 9, 2014/10/21) */
This was taken care of as of yesterday afternoon. The check was applied to his account and the rest will be credited as paid in full.
There was nothing on the check that indicated it was for his loan. He understands this now.
Initial Business Response /* (1000, 5, 2014/05/19) */
We are in receipt of Ms. [redacted]'s complaint to the Revdex.com. Prosper strictly adheres to all Federal and state regulatory requirements. Unfortunately, in regards to Ms. [redacted]'s application, we could not accept the...
utility bill she provided as the utility company could not verify that she was the owner of the utility account therein.
Again, we appreciate Ms. [redacted]'s business. We regret that we cannot be of service. If she has any further questions, she is welcomed to contact Client Services at XXX-XXX-XXXX.
Kind regards,
Prosper Client Services
Initial Consumer Rebuttal /* (3000, 7, 2014/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My daughter and I share a condo at [redacted] Dr. [redacted] XXXXX. She lived there 3 years prior to me moving in after my divorce from her father. We then took the bills and divided them between us. She added me as an authorize user/payer to her utility bills after I decided to live there permanently. If you contact Entergy customer service they will inform you that I am an authorized user on the account. If they need a letter from the utility company or from the water company saying I am apart of the account I can get that information to them. They approved the loan and they required proof of residency and employment. I have all that information and sent it to them. Also, if you would like information from my daughter who purchased the home and all of the bills are/were originally in her name, she can send you all of her information and the bills with notarized paperwork detailing my residency there and my bill payment there I can do that as well. Thank you and I look forward to hearing your positive response."
Final Business Response /* (4000, 9, 2014/05/28) */
We are in receipt of Ms. [redacted]'s rebuttal, and we are sorry for her continued discontent. Ms. [redacted] states in her rebuttal that she is an authorized user/payer. Unfortunately, that is not the same as being the owner of the utility account she provided, and Entergy could not verify accordingly.
We appreciate Ms. [redacted]'s business and interest in Prosper. If she has further questions, she may contact Client Services.
Kind regards,
Prosper Client Services
Final Consumer Response /* (4200, 12, 2014/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response. Why do they need an electric or water bill with me as the primary?
I stated that I lived with my daughter. I cannot make Entergy make me the account holder because the account was already established in 2006 and I didn't move in until 2009. Why is being the owner of the account the primary reason? There are married people who are not account owners, just their spouse's name is on the bill, so what is the difference?
There are thousands of people who rent property and the utility bills are not in their name. They could ask me for plenty of bills in my name and I can provide that. They never responded when I asked if they needed notarized proof that I live at my current address and pay bills. I can send them plenty of bills with [redacted] Dr. [redacted] XXXXX. Car note, car insurance, ATT mobile bill, Storage bill, Medical bills, IRS tax return information. There is plenty of information that they CAN use, they are not representing and conducting business as upstanding business owners/operators.
Initial Business Response /* (1000, 5, 2015/01/07) */
We are in receipt of Mr. [redacted]'s complaint to the Revdex.com. His loan originated on the 29th of the July. This means that his payments are due on the 29th of every month. Up to this point, all his payments have been...
manually set. This process can only be done by him, not by Prosper. We will look into the duplicate payments Mr. [redacted] alludes in his complaints.
If he would like to pay on a different date than the 29th, he will have to manually set the payment every month on the date desired, for instance 30th or 31st of the month. If he enters the payment instructions on the 29th before noon, the debit will occur on the next business day. If it is set after noon, the debit won't occur until two days later.
We sincerely apologize for any misunderstanding.
Kind regards,
Prosper Client Services
Initial Consumer Rebuttal /* (3000, 7, 2015/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Prosper is STILL saying one thing and doing another. I did arrange with Prosper Customer Service person [redacted] that the January deduction should be done on Friday, January 30th, 2015. Prosper emailed me today TO THE CONTRARY.
Final Business Response /* (4000, 9, 2015/01/27) */
We are in receipt of Mr. [redacted]'s additional comments. Mr. [redacted] is correct that he received an email of an upcoming payment due. However, the email is just a reminder of the payment due; it is not a confirmation of his payment. His payment is scheduled for the 30th as requested.
Kind regards,
Prosper Client Services
Initial Business Response /* (1000, 5, 2015/07/02) */
Thank you for addressing your concerns and being a valued member of the Prosper Community. We appreciate you reaching out.
The funds have been returned and Prosper considers this loam to be closed out. We have credited both the...
origination fee and accrued interest as a courtesy. We regret the negative experience and hope to be considered for your personal loan needs in the future.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
this company gives you nothing but the run around. they pre-approve you and then wait until the last 18 hours prior to your loan request expiration to inform you that you now do not qualify. very unprofessional and non-responsive. do not look to this company for help especially if something as delicate as your health is dependent upon their assistance. The company's terrible policies and procedures make no sense and when questioned about them, you get the run around and never a straight answer. No verification or basis given for why they operate as they do --- Stay away people!!!!
Initial Business Response /* (1000, 5, 2015/11/17) */
Hi [redacted],
We apologize for the technical error. The credit was made to clear out the balance but due to the timing of posting, the system reported it as a late payment. This should not have occurred and we regret the negative...
experience.
We are in the process of updating all credit reporting agencies to remove the erroneous status. Please allow 5 business days to reflect the change. If you need further assistance please reach out to [redacted]@prosper.com or call XXX-XXX-XXXX Monday through Friday from 5AM to 6PM and Saturday from 6AM to 2:30PM, all times Pacific.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hello,
Yes, at this time I'm satisfied with company's response. My hope is that I'll actually see the correction on my credit reports.
Thank you.
Final Consumer Response /* (3000, 12, 2015/12/16) */
Hello,
I would like to re-open the case.
The late payment reportings to the credit burros had not been removed yet.
Please let me know what I need to be doing to reinstate the case.
Thank you
[redacted]
Final Business Response /* (4000, 14, 2015/12/30) */
Hi [redacted],
We have confirmed the status update to remove the late payment has reached all three credit bureaus. If you do not see this update, please email us directly at [redacted]@prosper.com.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Initial Business Response /* (1000, 5, 2016/01/25) */
Hi Heather,
We apologize for the negative experience and the appearance of both a lack of understanding and inaction. We regret this was not fully resolved to your satisfaction and have initiated the following steps to correct this...
account, as follows:
1) We have submitted the necessary updates to all three credit bureaus to reflect that the loan was paid in full by the last payment you submitted.
2) We have waived the remaining balance. To confirm, you do not owe anything further on this loan as Prosper considers this to be paid in full.
Please allow five business days to fully reflect on your credit report and your Prosper account. If you need anything further, please email us directly at [redacted]. We thank you for your business.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Initial Business Response /* (1000, 5, 2015/04/10) */
We appreciate you letting us know your concerns. Prosper's goal is provide individuals the opportunity of financial wellness, and transparency into how Prosper obtains identity and credit information in making an offer is very important...
to us.
During the point of submitting your application for a loan, Prosper will perform a credit pull that is considered "soft". This type of inquiry is not visible to any other institution or merchant that you authorize to pull your credit report and does not register as a "hard" inquiry. Therefore it does not affect your credit score. If you need further assistance, please call our Customer Service line at XXX-XXX-XXXX, or go to our help page at www.prosper.com/help/borrowing.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was not aware there were "soft" and "hard" inquiries of credit info or that a "soft" pull had no impact on your credit. As I am pretty savvy regarding finances and this is something I did not know, Prosper may want to put some sort of short explanation of it on their web site. Glad I learned about this information today.
Thanks you.
Initial Business Response /* (1000, 6, 2015/12/07) */
Hi [redacted],
We regret the negative experience you've had with billpay payments. A senior agent has been assigned to your account and will be in contact shortly. We look forward to speaking with you.
Regards,
[redacted]...
[redacted]-[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Initial Consumer Rebuttal /* (2000, 8, 2015/12/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/01/01) */
Hi [redacted],
We apologize for the negative experience, obtaining funds through our platform should be easier and more customer friendly than what was described here. As a matter of standard practice, all calls, emails and notes are...
reviewed for quality and training purposes. We 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 procedures.
With other avenues for personal loans, we thank you for choosing Prosper. Let us know if any follow up is needed by emailing [redacted]@prosper.com.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Initial Business Response /* (1000, 5, 2015/09/11) */
Hi [redacted],
We're sorry to hear about your negative experience. When you have a moment, we'd like to address your concerns once more over the phone. A senior agent has been assigned to your case and has reached out to you by email. ...
Please contact her directly going forward. We look forward to talking to you soon.
Regards,
[redacted]
Customer Experience Manager
Initial Business Response /* (1000, 5, 2014/10/31) */
We are in receipt of Ms. [redacted]'s complaint to the Revdex.com and apologize for the misunderstanding. Contrary to Ms. [redacted]'s understanding, Prosper did perform a soft pull to be able to provide her with rate...
indications. Nonetheless, we only performed a soft credit pull, not a hard credit pull. We have also closed her account and she should not be receiving any further communication from Prosper.
We regret that we could not be of service and sincerely apologize for this misunderstanding.
Kind regards,
Prosper Client Services.
Initial Consumer Rebuttal /* (2000, 7, 2014/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept but watch this business as they told me once before that I would not get any communication from them before... the assured me I was taken off their list yet 1-month later I find they pulled my credit report. If I see it as a hard pull I will be filing a complaint again.
Initial Business Response /* (1000, 10, 2015/02/04) */
We are in receipt of Mr. [redacted]'s complaint to the Revdex.com. Prosper strictly adheres to Fair Credit Reporting Guidelines and take seriously any reporting errors. In Mr. [redacted]'s case, our records show that...
he was late on his payments beginning with his February 2012 payment. This was reported to the credit agencies as follows: In March 2012, he was 30-59 days late. Thereafter, he was 60-89 days late. This was correctly reported to Experian. Though the loan was paid off on October 22, 2012, his credit records show that he is 30-59 days late because his last payment was in fact 30-59 days late as reported on October 12, 2012.
Kind regards,
Prosper Client Services
Initial Consumer Rebuttal /* (3000, 12, 2015/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am in receipt of the response from Prosper on February 4, 2015. While I do not dispute the account having been late in April through September of 2012, I am disputing the fact that the account is being reported as being currently late. The account is not currently late, it is paid off. However, as per credit reports it is showing up as being currently 60-89 days late. For example, on a recent Transunion report the account is reported as being 60-89 days late. As you would probably know,
the effect of a current delinquency on a credit score is significantly greater than that
of a delinquency over three years ago. I believe the issue could be resolved by reporting
the account as current in October of 2012, when the loan was paid off.
Final Business Response /* (4000, 14, 2015/02/23) */
We are in receipt of Mr. [redacted]'s rebuttal. Unfortunately, his prior status isn't changeable. Though it shows it was paid off, the status prior to the payoff corresponds to the months he was originally late.
Kind regards,
Prosper Client Services
Final Consumer Response /* (4200, 16, 2015/03/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately I can not say that the issue is resolved because I still believe that Prosper is reporting this account incorrectly. I have been
taking out loans with Prosper since 2008 and the majority of my experiences with them have been positive, and I maintain a positive impression of the company overall. I only ran into a problem with Prosper back in 2012 when I fell behind on my payments and subsequently got caught up, and they did not report the account as current after I had gotten caught up on payments and paid the loan off.
I disagree that the account was 60 days past due during the final month, because the account was brought current during that month. The fact that
the payment was received 60 days late during this month is irrelevant because at the end of the month the account was current. The credit reports
should reflect that the account was current during this month because it was current by the end of this month. But they do not. I am therefore unable to state that this issue resolved because I still believe that Prosper is reporting this account incorrectly to the credit bureaus. And I am furthermore quite disappointed by what seems to be Prosper's lack of basic understanding of how accounts are supposed to be reported to credit bureaus.
Initial Business Response /* (1000, 10, 2015/02/04) */
We are in receipt of Ms. [redacted]'s complaint to the Revdex.com. It seems that somehow Ms. [redacted] had scheduled two payments in December. Nonetheless, the second payment failed due to a stop payment by Ms....
[redacted]. Therefore, no funds were retrieved for this second payment.
We regret this mishap and appreciate very much Ms. [redacted]'s business.
Kind regards,
Prosper Client Services
I have a borrowing and lending account for a bit now and would reccomend them for being very specfic with their details.
Initial Business Response /* (1000, 5, 2014/10/08) */
We are in receipt of Mr. [redacted]' complaint to the Revdex.com. Prosper thrives to provide an excellent customer experience, and it seems we could have done better.
It looks like there was a security alert attached to Mr....
[redacted]' credit report. A Prosper representative should have advised Mr. [redacted] to add his phone number to the security alert. Nonetheless, should Mr. [redacted] be able to add his phone number to the security alert, Prosper can assign a representative to expedite his loan request.
We appreciate Mr. [redacted]' business and extend our sincere apologies. We will certainly take this opportunity to improve our loan process. If he has any further questions, Client Services is available at XXX-XXX-XXXX.
Kind regards,
Prosper Client Services
Initial Consumer Rebuttal /* (3000, 12, 2014/10/30) */
I reapplied per the response below, and a copy of my credit report was requested by prosper (which I provided and paid for.) The suspension was lifted and I was allowed to reapply. The report clearly stated that the alert was expired, however because it is still in the comments section (which notes the expiration date.) I was refused the loan again without providing extensive documentation that I could not feasibly provide within the time limit required.I am following up in writing to request a response from an officer of the company per the suggestion of the FDIC prior to reviewing other options.
Final Business Response /* (4000, 14, 2014/10/31) */
We are in receipt of Mr. [redacted]' additional comments and regret his discontent with our process. Because Mr. [redacted] had a security alert in his Credit report, and as we cannot pull his credit report a second time within a 30 day period, we require other modes of identification to verify identity. If Mr. [redacted] can provide said documentation, we can review his loan application accordingly. Moreover, there is no time limit in providing the requested documentation.
Kind regards,
Prosper Client Services
Initial Business Response /* (1000, 5, 2014/10/08) */
We are in receipt of Ms. [redacted]'s complaint to the Revdex.com. While Ms. [redacted] is correct that her credit score is currently at 713, Prosper considers other factors that affected her ability to qualify for a Prosper...
loan. These factors led to a Prosper score that did not meet our cut-off threshold. Moreover, our loan process cannot consider the reasons for her loan, i.e. debt consolidation, at this time.
In regards to our marketing material, as provided therein, the advertised rates are based on generic information, and applicants must meet certain conditions to qualify for such rates. Unfortunately, we are limited by privacy laws and can only obtain generic, non-identifiable customer information: This generic information often does not provide a comprehensive outlook of a potential customer's ability to repay a loan, as required by law.
Again, we appreciate Ms. [redacted]'s business and regret that we cannot be of service at this time. If she has any further questions, Client Services is available at XXX-XXX-XXXX.
Kind regards,
Prosper Client Services
Initial Consumer Rebuttal /* (3000, 7, 2014/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is very vague and evasive. There is no direct answer at all. What I want from Prosper is for them to take my name off their bogus mailing list as I have gotten another offer from them while waiting for this response. PLEASE DO NOT SEND ME ANY MORE MAIL!!!!
Final Business Response /* (4000, 9, 2014/10/10) */
In assessing a borrower's ability to repay a new loan, we look at various variables, such as income, current obligations, delinquencies or lateness, etc. In Ms. [redacted]'s case, though she has a good FICO score, the amount of outstanding revolving credit as well as the proportion of loan balances to extended credit affected her Prosper score.
Again, we do appreciate Ms. [redacted]'s business. As requested, we have closed her Prosper account and removed her name from our mailing list.
Kind regards,
Prosper Client Services
Initial Business Response /* (1000, 5, 2014/07/21) */
We are in receipt of Mr. [redacted]'s complaint to the Revdex.com. Prosper strictly adheres to all Federal and state regulations and guidelines, including the Fair Credit Reporting Act.
We appreciate Mr. [redacted]'s...
bringing this error to our attention. In fact, we have contacted Experian and our expectation is that the extra inquiries will be removed by July 31. Once the extra inquiries have been removed, there should not be any negative impact on his credit score.
We apologize for the error. If Mr. [redacted] has any further questions, Client Services is available at XXX-XXX-XXXX.
Regards,
Prosper Client Services
Initial Business Response /* (1000, 5, 2014/03/20) */
We received Mr. [redacted]'s complaint to the Revdex.com and sincerely apologize for his dissatisfaction with our process. As Mr. [redacted] might recall, CreditKarma asks for loan amount and credit score from which several partner...
offers are calculated. Moreover, as stated in the disclosures therein, "only borrowers with excellent credit qualify for the lowest rate available. Your actual APR depends upon credit score, Prosper Rating, loan amount, loan term, credit usage and history." Therefore, these initial offers only provide an indication.
Once Mr. [redacted] clicked the "Take Offer" button, Prosper obtained additional information which allowed us to perform a soft credit pull. The subsequent offers Mr. [redacted] received reflected his credit history and usage. Unfortunately, in Mr. [redacted]'s case, the credit pull led to the higher rates that he referenced in his complaint.
Again, we apologize for any confusion and are sorry that we could not meet Mr. [redacted]'s loan requirements. We do strictly adhere to regulatory marketing guidelines. Should Mr. [redacted] wish to apply for a Prosper loan again, Client Services (XXX-XXX-XXXX) would be glad to assist.
Kind regards,
Prosper Client Services
Initial Consumer Rebuttal /* (3000, 7, 2014/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't agree with the solution. You should not use take the offer if you really are not offering me anything but a credit applications. A person should not have to click anything before seeing the truth about your product. If your not will to change the take offer button then put a disclaimer below it stating this is subject to credit approval. Very simple and honest!!! If you are not willing to be honest I cannot understand how you received an A rating.
Final Business Response /* (4000, 10, 2014/03/26) */
We are in receipt of Mr. [redacted]'s rebuttal and we are sorry for his continued dissatisfaction. In fact, on the very first page with the various loan offers, there is a disclaimer at the bottom of the page. The disclaimer is referenced by an asterisk (next to "Term of Loan") that states as follows: "APRs presented are estimated and were created based upon information entered by the consumer and through analysis of information publicly available at Prosper.com. The estimated APR presented does not bind Prosper. The range of APR available through Prosper is 6.73% to 35.36%. Only borrowers with excellent credit qualify for the lowest rate available. Your actual APR depends upon credit score, Prosper Rating, loan amount, loan term, credit usage and history. All loans are subject to credit review and approval."
Again, we apologize for his dissatisfaction. Nonetheless, we strictly adhere to all regulatory marketing guidelines. If Mr. [redacted] has additional questions or concerns, Client Services would be glad to help.
Kind Regards,
Prosper Client Services
Final Consumer Response /* (4200, 12, 2014/03/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You are correct if you scroll to the bottom of the page the hidden information is there. However, you do not have an asterisk by "take offer" that would tell someone to scroll to the bottom of the page. Also, the lowest interest rate there is 6.73%, so why make my interest rate offer 13.80% if you are not trying to deceive me.
Initial Business Response /* (1000, 7, 2014/09/10) */
If Mr. [redacted] would like us to provide him additional information regarding the fraudulent account, he must follow the guidelines of the Fair Credit Reporting Act §609(e)(2-3). The Act requires a business entity to verify identity and...
the claim of identity theft.
Regards,
Prosper Client Services
We are in receipt of Mr. [redacted]'s complaint to the Revdex.com and found it disconcerting. We sincerely apologize for our colleagues' behaviors and will be reviewing the calls accordingly.
However, under the Fair Credit Reporting Act and Privacy laws, we are required to verify the identity of a caller before we can release any information on an account.
Nonetheless, based on the complaint, it seems that someone used Mr. [redacted]'s personal information to open an account at Prosper, and we have terminated the account. As someone seems to have all of his personal details, we suggest that Mr. [redacted] add a Fraud Alert to his credit profile at the various Credit Bureaus to prevent the issuance of credit under his name without his authority.
Again we apologize for the miscommunication and thank Mr. [redacted] for alerting us. We have terminated the account, and no credit has been issued under his name from Prosper.
If he has any further questions, Client Services is available at XXX-XXX-XXXX.
Regards,
Prosper Client Services
Initial Business Response /* (1000, 5, 2014/10/16) */
We are in receipt of Mr. [redacted]'s complaint to the Revdex.com and apologize for this mishap. It seems Mr. [redacted] had sent a check as full payment for his loan, but there were no identifying information to match the...
corresponding loan or borrower. Nonetheless, we have contacted Mr. [redacted] and hope that we can rectify this issue as quickly as possible.
Again our sincere apologies. If Mr. [redacted] has any further questions, please let us know.
Kind regards,
Prosper Client Services
Initial Consumer Rebuttal /* (3000, 7, 2014/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They still have not posted my full payment and closed my account. Today 10/17/2014 @ 8:46 a.m. I received an voice mail stating I was late on a payment. I was told by the rep for Prosper on 10/13/14, that since it was a "bank holiday" that it would take a few days to show on my account. Now it is 4 days past that and my account with prosper still does not show full payment. I said the rep that I was told 'my bank' could not put any other information on the bank check, because it was an official doc. He told me that they found my check & it would be credited to my account.
Final Business Response /* (4000, 9, 2014/10/21) */
This was taken care of as of yesterday afternoon. The check was applied to his account and the rest will be credited as paid in full.
There was nothing on the check that indicated it was for his loan. He understands this now.
Initial Business Response /* (1000, 5, 2014/05/19) */
We are in receipt of Ms. [redacted]'s complaint to the Revdex.com. Prosper strictly adheres to all Federal and state regulatory requirements. Unfortunately, in regards to Ms. [redacted]'s application, we could not accept the...
utility bill she provided as the utility company could not verify that she was the owner of the utility account therein.
Again, we appreciate Ms. [redacted]'s business. We regret that we cannot be of service. If she has any further questions, she is welcomed to contact Client Services at XXX-XXX-XXXX.
Kind regards,
Prosper Client Services
Initial Consumer Rebuttal /* (3000, 7, 2014/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My daughter and I share a condo at [redacted] Dr. [redacted] XXXXX. She lived there 3 years prior to me moving in after my divorce from her father. We then took the bills and divided them between us. She added me as an authorize user/payer to her utility bills after I decided to live there permanently. If you contact Entergy customer service they will inform you that I am an authorized user on the account. If they need a letter from the utility company or from the water company saying I am apart of the account I can get that information to them. They approved the loan and they required proof of residency and employment. I have all that information and sent it to them. Also, if you would like information from my daughter who purchased the home and all of the bills are/were originally in her name, she can send you all of her information and the bills with notarized paperwork detailing my residency there and my bill payment there I can do that as well. Thank you and I look forward to hearing your positive response."
Final Business Response /* (4000, 9, 2014/05/28) */
We are in receipt of Ms. [redacted]'s rebuttal, and we are sorry for her continued discontent. Ms. [redacted] states in her rebuttal that she is an authorized user/payer. Unfortunately, that is not the same as being the owner of the utility account she provided, and Entergy could not verify accordingly.
We appreciate Ms. [redacted]'s business and interest in Prosper. If she has further questions, she may contact Client Services.
Kind regards,
Prosper Client Services
Final Consumer Response /* (4200, 12, 2014/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response. Why do they need an electric or water bill with me as the primary?
I stated that I lived with my daughter. I cannot make Entergy make me the account holder because the account was already established in 2006 and I didn't move in until 2009. Why is being the owner of the account the primary reason? There are married people who are not account owners, just their spouse's name is on the bill, so what is the difference?
There are thousands of people who rent property and the utility bills are not in their name. They could ask me for plenty of bills in my name and I can provide that. They never responded when I asked if they needed notarized proof that I live at my current address and pay bills. I can send them plenty of bills with [redacted] Dr. [redacted] XXXXX. Car note, car insurance, ATT mobile bill, Storage bill, Medical bills, IRS tax return information. There is plenty of information that they CAN use, they are not representing and conducting business as upstanding business owners/operators.
Initial Business Response /* (1000, 5, 2015/01/07) */
We are in receipt of Mr. [redacted]'s complaint to the Revdex.com. His loan originated on the 29th of the July. This means that his payments are due on the 29th of every month. Up to this point, all his payments have been...
manually set. This process can only be done by him, not by Prosper. We will look into the duplicate payments Mr. [redacted] alludes in his complaints.
If he would like to pay on a different date than the 29th, he will have to manually set the payment every month on the date desired, for instance 30th or 31st of the month. If he enters the payment instructions on the 29th before noon, the debit will occur on the next business day. If it is set after noon, the debit won't occur until two days later.
We sincerely apologize for any misunderstanding.
Kind regards,
Prosper Client Services
Initial Consumer Rebuttal /* (3000, 7, 2015/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Prosper is STILL saying one thing and doing another. I did arrange with Prosper Customer Service person [redacted] that the January deduction should be done on Friday, January 30th, 2015. Prosper emailed me today TO THE CONTRARY.
Final Business Response /* (4000, 9, 2015/01/27) */
We are in receipt of Mr. [redacted]'s additional comments. Mr. [redacted] is correct that he received an email of an upcoming payment due. However, the email is just a reminder of the payment due; it is not a confirmation of his payment. His payment is scheduled for the 30th as requested.
Kind regards,
Prosper Client Services
Initial Business Response /* (1000, 5, 2015/07/02) */
Thank you for addressing your concerns and being a valued member of the Prosper Community. We appreciate you reaching out.
The funds have been returned and Prosper considers this loam to be closed out. We have credited both the...
origination fee and accrued interest as a courtesy. We regret the negative experience and hope to be considered for your personal loan needs in the future.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
this company gives you nothing but the run around. they pre-approve you and then wait until the last 18 hours prior to your loan request expiration to inform you that you now do not qualify. very unprofessional and non-responsive. do not look to this company for help especially if something as delicate as your health is dependent upon their assistance. The company's terrible policies and procedures make no sense and when questioned about them, you get the run around and never a straight answer. No verification or basis given for why they operate as they do --- Stay away people!!!!
Initial Business Response /* (1000, 5, 2015/11/17) */
Hi [redacted],
We apologize for the technical error. The credit was made to clear out the balance but due to the timing of posting, the system reported it as a late payment. This should not have occurred and we regret the negative...
experience.
We are in the process of updating all credit reporting agencies to remove the erroneous status. Please allow 5 business days to reflect the change. If you need further assistance please reach out to [redacted]@prosper.com or call XXX-XXX-XXXX Monday through Friday from 5AM to 6PM and Saturday from 6AM to 2:30PM, all times Pacific.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hello,
Yes, at this time I'm satisfied with company's response. My hope is that I'll actually see the correction on my credit reports.
Thank you.
Final Consumer Response /* (3000, 12, 2015/12/16) */
Hello,
I would like to re-open the case.
The late payment reportings to the credit burros had not been removed yet.
Please let me know what I need to be doing to reinstate the case.
Thank you
[redacted]
Final Business Response /* (4000, 14, 2015/12/30) */
Hi [redacted],
We have confirmed the status update to remove the late payment has reached all three credit bureaus. If you do not see this update, please email us directly at [redacted]@prosper.com.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Initial Business Response /* (1000, 5, 2016/01/25) */
Hi Heather,
We apologize for the negative experience and the appearance of both a lack of understanding and inaction. We regret this was not fully resolved to your satisfaction and have initiated the following steps to correct this...
account, as follows:
1) We have submitted the necessary updates to all three credit bureaus to reflect that the loan was paid in full by the last payment you submitted.
2) We have waived the remaining balance. To confirm, you do not owe anything further on this loan as Prosper considers this to be paid in full.
Please allow five business days to fully reflect on your credit report and your Prosper account. If you need anything further, please email us directly at [redacted]. We thank you for your business.
Regards,
[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Initial Business Response /* (1000, 5, 2015/04/10) */
We appreciate you letting us know your concerns. Prosper's goal is provide individuals the opportunity of financial wellness, and transparency into how Prosper obtains identity and credit information in making an offer is very important...
to us.
During the point of submitting your application for a loan, Prosper will perform a credit pull that is considered "soft". This type of inquiry is not visible to any other institution or merchant that you authorize to pull your credit report and does not register as a "hard" inquiry. Therefore it does not affect your credit score. If you need further assistance, please call our Customer Service line at XXX-XXX-XXXX, or go to our help page at www.prosper.com/help/borrowing.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was not aware there were "soft" and "hard" inquiries of credit info or that a "soft" pull had no impact on your credit. As I am pretty savvy regarding finances and this is something I did not know, Prosper may want to put some sort of short explanation of it on their web site. Glad I learned about this information today.
Thanks you.
Initial Business Response /* (1000, 6, 2015/12/07) */
Hi [redacted],
We regret the negative experience you've had with billpay payments. A senior agent has been assigned to your account and will be in contact shortly. We look forward to speaking with you.
Regards,
[redacted]...
[redacted]-[redacted]
Customer Experience Manager
Prosper Marketplace, Inc.
Initial Consumer Rebuttal /* (2000, 8, 2015/12/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)