Consumer complaint received 2023-11-22
Company: Prosper Marketplace, Inc.
State: GA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
My name is XXXX XXXX I've had a Prosper account about XXXX years never been late on a payment I always make my payment online via my home computer never really had a problem on time payments led to Prosper giving me a credit line increase and I want to say thank you. I had a payment due on XX/XX/XXXX I tried to login and make that payment XX/XX/XXXX the account said I need to reset my password, so I clicked the link a message popped up say they sent a code to my email I never got the code they are closed on the weekend. So, Monday morning I'm calling trying to get into the account to see my bill don't know the amount because I can't login and I need to make a payment after speaking to a supervisor who required me to have a XXXX account said that I need to create one and call them back because my email is invalid I questioned her saying that's not in the agreement she insisted that to have a account with Prosper you need a XXXX account this is a lie I have the call recorded I filed a complaint with XXXX  on XX/XX/XXXX this is a Unfair and deceptive act that's not their policy so why is a supervisor enforcing policy that's not so I also sent a email to their customer support they responded on XX/XX/XXXX via email same email that I can't get a code giving options to pay and sending me my statement in a link attracted to the email on the day it's due they responded to the XXXX complaint telling me to mail my payment on XX/XX/XXXX I responded to them explaining I go out and get a m/o go to the post office and now my transportation is in the shop I have to borrow a car never had to mail a payment on XX/XX/XXXX support emailed and said try to reset your account now I did this time the message popped up the email section was blank I filled it in and got the code made the payment. I tried to talk to a supervisor this morning about the payment he acted as if I just missed the payment attacked say that I logged into my account on the XXXX and I should have made my payment say that they waived the late fee as a courtesy and said Prosper is not at fault They locked me out and did not resolve the issue till XX/XX/XXXX that along with the lying and deceptive acts theses are violation of CFPB regulations and why are you calling the consumer a lie by saying he logged in on XX/XX/XXXX this is from Prosper 'XXXX XXXX response " From the Business on Tuesday, XX/XX/XXXX Dear XXXX, We appreciate you communicating up with us. 

We understand that it can be very frustrating when youre not able to access your account. We are glad to see that our agent was able to assist you with gaining access to your account online and that you successfully logged in on XX/XX/XXXX. 

Please be advised that we are in the process of waiving the late fee associated to you XXXX statement and see that you were able to make a payment today. Once this payment is fully processed we will go ahead and waive the interest that had accrued due to the late fee and a member of our team will reach out to you via email once this has been taken care of. 

If you have any questions concerning your credit card account, please feel free to contact us at XXXX or XXXX Sincerely, Prosper Client Services They have noted my account different after speaking to the supervisor this morning they are trying to blame me CFPB reg ( f ) Changes by card issuer. If a card issuer makes a material change in the address for receiving payments or procedures for handling payments, and such change causes a material delay in the crediting of a payment to the consumer 's account during the XXXX period following the date on which such change took effect, the card issuer may not impose any late fee or finance charge for a late payment on the credit card account during the XXXX period following the date on which the change took effect. 

They are in violation of this, and they did not deliver a statement for XXXX I'M REQUIRED TO RECIEVE A STSTEMENT 21 DAYS BEFORE THE DUE DATE PER YOUR RESPONSE TO XXXX  YOU DID NOT GET ME LOGIN TIL XX/XX/XXXX MY STATEMENT IS ELECTRONIC HAVE TO LOGIN TO SEE IT THAT'S A VIOLATION

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