Consumer complaint received 2023-03-15
Company: Prosper Marketplace, Inc.
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
Hello, I have been told by Prosper Card ( Prosper Marketplace Inc. ) that my account was paid off and that I had a XXXX balance three separate times ( which I have email proof of from a supervisor ). This is even after I closed the account on XXXX XXXX XXXX, yet they continue to charge fees internally, of late fees and interest ( " Merchant '' ), despite my last purchase being charged to the card XXXX of XXXX, well before my account was settled and closed, and making all of my payments on time. I have proof of all of these. 
However, once I made a payment of {$830.00} on XX/XX/XXXX bringing my card to a XXXX balance ( it shows up in their system that the payment processed on XXXX XXXX ). An auto payment amount of {$31.00} also came out on the XXXX of XXXX. That was not taken out of my bank account until the XXXX of XXXX, the same day my payment of the full remaining balance on my card was processed by prosper. However, I made the payment before the due date. So now I'm out {$31.00}. I call prosper to get the payment reversed, but they inform me they can not do so. So I call my bank and get it disputed, and my bank refunds me. Then Prosper decides to put a late fee onto my account of {$29.00} for not receiving the auto payment, despite already receiving my full amount of {$830.00} -- the balance owed. Again, the full amount of my credit card balance was paid off in FULL at this point, but they not only assessed a late fee, but also tell me I STILL owe the {$31.00} auto payment amount ( that my bank refunded me because I didn't owe it ) DESPITE me paying off the full amount on my Prosper credit card prior to all of this happening. 
Finally, a supervisor tells us we may settle the account, if we pay {$31.00} that day. Even though they still charged my over what I owed, and am owed for the late fee of {$29.00} and for the auto payment amount of {$31.00}. He sends us an email on XX/XX/XXXX to confirm that my account has been closed. We pay the amount and pray that it is settled. It isn't. They have now tacked on another late fee of {$29.00}. We call again, and after many hours of arguing on the phone, they finally decide to remove the {$29.00} late fee. The late fee is removed on XX/XX/XXXX. However, now another late fee is being accrued due to that previous late fee ( that was reversed ) and somehow now an additional balance of {$30.00} ( which came out of nowhere despite the account being closed ). So now I am over {$90.00} in the negative and being punished for paying off my credit card on time, in full. 
I have no idea how the Prosper system messed this up, but as the customer, it is not my responsibility to understand their system. I paid my card off in full, and then another amount of {$31.00} came out which I got back with my bank. Then prosper charged it to my card again when I didn't even owe it in the first place. Between all of the theft and unprofessional business practices, I can not even begin to understand how this company is still in business. Any assistance in this matter would be appreciated. 
Thank you for your time.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief