Consumer complaint received 2022-02-15
Company: Prosper Marketplace, Inc.
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
DO NOT GET THIS CARD. Oh my goodness gracious good golly me, I should have listened when I read someone say the exact same thing. 

Yes, it is easy and has a low interest rate..but that is it AND they barely even provide those things. It is very sneaky in the beginning when they let you access your funds digitally even though you haven't gotten your card yet and I should have seen that red flag a mile away. Off the bat, the card also starts denying charges randomly like big purchases and approving minute things like fast food and groceries. The whole XXXX reason I got this card is because my truck broke down and my dog got very sick and passed away within the same two week period and I needed help. Once I had access to my funds, despite all of my settings being exactly where they should be ... .time and time again this card would deny charges, despite them being located within a few zip codes of my address. So nothing to alert fraud about. A text even came through on my phone asking me if a charge to my veterinarian was fraud. I said it was not, but it still proceeded to deny charges 4 times before I had to give up, charge my debit card and go into over {$1000.00} worth of debt for over 3 weeks that I just climbed out of yesterday. 

Again, I was approved for a card with a balance of {$2100.00}, AND I COULD NOT USE IT WHEN I DESPERATELY NEEDED TO. Do you know frustrating, maddening and honestly tear inducing it is to not be able to pick up the ashes of your dead dog or get your truck out of the mechanic shop even though it is ready for you, all because your new credit card that you got ( ironically called prosper even ) won't go through and you KNOW you have the available funds. 

These people are evil, and this company should be ashamed of itself. 

Customer service a a XXXX joke. They send you first in a 3-7 hour call loop where not a soul will pick up the phone, and whenever you think you've found help, it's just the awful answering service cutting out and making you THINK someone is about to answer your call. ( This will happen around 50 times depending how long you sit on that call while contemplating life and its meaning. ). 
After you've sat on hold for 3 hours the first time, you hang up angrily and XXXX " poor customer service prosper card contact information '' on XXXX and find a different number! AWESOME!? no. It's the same call loop only that it now has a person who answers! ( who was quite friendly I will give her that ) but has : 1. No Clearance to help your special problem, and doesn't really seem to know who does. ( HINT - IT IS THE FRAUD DEPARTMENT ... SEND ME THERE! ) 2. No idea where to really send you, so they send you back to the original number that is provided for customer service. But hey! That number is the one you sat on hold with for XXXX hours the first time. AND IT GOES ON AND ON AND ON AND ON AND ON. 

Don't get me started on email correspondence either. I tried the email address provided ( XXXX once I knew the call number was a joke, but this my friends, this is an absolute joke. My first email : _______________________________________________________________________ Support XXXX XXXX  XX/XX/2022 XXXX PM Prosper Customer Support Hi, Were reaching out to confirm that weve received your issue and are working as fast as we can to address your concern. We apologize, were experiencing extremely high email volume at this time. 

If your matter is urgent, please feel free to give us a call as soon as you can. 

Heres the latest activity regarding your issue : ______________________________________________ XX/XX/2022, XXXX XXXX Hello, My card ending in XXXX has been denying some charges. 
I thought it was at first because of the controls and alerts I had selected, but after enabling all transaction types my vet is still unable to process a {$520.00} charge that I need to go through. 

I was hoping this could get resolved! 

Thank You. 
______________________________________________________________________ My second email came after NOTHING was done about my first email, oh wait yes it was. MY CARD WAS SUDDENLY RESTRICTED after I had complained about it and I was totally unable to use it, even at a freaking XXXX XXXX. I again waited on hold for 2 hours with no answer from anyone and then my second email was not so nice. 
______________________________________________________________________ Support via XXXX Sun, XX/XX/XXXX, XXXX AM ( 2 days ago ) to me Prosper Customer Support Hi, Were reaching out to confirm that weve received your issue and are working as fast as we can to address your concern. We apologize, were experiencing extremely high email volume at this time. 

If your matter is urgent, please feel free to give us a call as soon as you can. 

Heres the latest activity regarding your issue : X ____________________________________________________ XX/XX/2022, XXXX PST I am officially filing a claim with the BBB that you are a fraudulent and misleading company that takes advantage of its customers. 

My card has been denying charges. 
I complain. 
You RESTRICT MY CARD FOR NO REASON. 

This is fraud. 
______________________________________________________________ Notice how it takes them 2 whole days to return an email, and in both emails, you just get a generic " Yeah, okay, whatever we'll look into your issue when and if we can '' response and it is absolutely infuriating.

If you need any more proof that this card is a joke, a fraud and these people should be held responsible, I will gladly provide it to you. I have screenshots, emails, recordings and more. This is unfair and should be shut down before more people fall victim to it.

**I have read that it is also very hard to pay off your balance on this card and it then goes into collection. While this has not yet happened to me, I am only assuming it will by the type of procedures and policies that this company has. DO NOT GET THIS CARD. 
PLEASE PLEASE PLEASE PLEASE PLEASE PLEASE DO NOT GET THIS CARD. I don't care how bad you are hurting, you will hurt worse. I and many others can attest to it.

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 explanation