Consumer complaint received 2020-07-08
Company: Prosper Marketplace, Inc.
State: CA
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Getting a line of credit

Complaint:
I applied for a loan on XX/XX/XXXX in the amount of {$10000.00} on Prosper 's website. I received an email shortly after saying " You've been approved for a {$10000.00} loan through Prosper. ". On that email is a link to " Accept Your Loan ''. Clicking on this link takes me to a page on Prosper 's website that asks to me to put in my social security number to verify my information. Click on this link gives me an error message that says an account has already been create with my information and gives me a link to sign in with that account, even though I never created an account with this website before. 

Clicking this sign in link sends another email with a button that says " Sign in to Prosper '' which takes me to an account page on Prosper 's website that has information for a different loan in the amount of {$15000.00} and a message saying your account has been suspended. It has no information about the {$10000.00} loan I applied for. 

On XX/XX/XXXX, I call Prosper 's customer service line. Their automated system asks for your phone number and last four of your social security number to identify your account. After entering my information on the keypad their automated system says there is more than one account with my information then asks for my birthdate. I enter my birthdate and the automated system says it can not identify my account. 

When I finally speak to a representative, they tell me that the loan I applied for has been rejected, it is a proprietary software that makes the decision, and that I should have a message in my email. 

I check my email, but there is no message in my inbox from Prosper except for the loan approved message. I go on their website again and there is a messages section that has a message about a {$15000.00} loan that was rejected because they could not " verify my identity ''. There is no mention of the {$10000.00} loan I applied for. I assume this must be a glitch, and because their phone system had mentioned that there is more than one account with my information, I must be looking at an account that is not mine. 

So I call their customer service line again. I explain to the representative everything that happened previously and they are as confused as I am. They put me on hold and then another representative in the " verification department '' says that I can not apply for a loan for 90 days because my loan was rejected. I then ask why I just received an email that says " Reminder : Accept your loan today. '' and they state that I am looking at your account, and it says it is suspended. I then ask why it is suspended and they say they can't say for " legal reasons ''. I then ask why their phone service says I have more than one account, and they seem confused. After a pause, the representative then states they see that there are two accounts with my information, one that was created in XXXX and another that was created yesterday. The XXXX account is suspended, so I can not have another account or apply for a loan. I ask why do I have an account from XXXX, I have never had a loan with them before, and they state I probably checked their rates in XXXX, and an account was created ( without my knowledge ) to do that. And the account was suspended because I did not complete the loan application in XXXX. They state that they can't do anything about that, and there is no way I can apply for a loan from them.

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