Consumer complaint received 2023-08-02
Company: Prosper Marketplace, Inc.
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint:
I closed out my credit account with PROSPER credit card on XX/XX/2022 because it was being imporperly handled. I was told that a sttaement was suppose to be sent out so I can see what was left, but that was never received. I had already told them over the phone I had a new address if they was to send me a statement to show proof of what was the remaining balance. Months went by and nothing was received. I called numerous times complaining about this. All I reveiced was an email stating I need to make a payment. I called back in XXXX that I can't make a payment because they closed the entire account access down on the app. Nobody seem to listen at all, my complaints went to several supervisors about this issue. All I kept hearing was it needed to be sent to the some internal team. Nothing came from any this at all, I must have complained to upper management at least XXXX or more times. Nothing was consistant at all with their repsonses my issues was not being taking seriously. Nor was there any due diligence on their part. I was shoveld from one person to another who was to handle the sistuation. Back in XXXX I was told that a supervisor by the name of XXXX was to handle the account. She supposely filed, issues with this so called internal team. Everytime I called she said there is no repsonse back this went on for weeks. I asked for staements on the account and was told they dont provide statements which I find to be untrue. I told her this is very damaging to my credit reoprt because they provide me with empty answers on resolving my problem. I also put in a request that they removed themselves from my credit report if you can't provide and answer to helping my finish paying of the account which shows I'm over 120 days late. She stated they had not reeviced a repsonse back. This went on for nearly 2 months, with any follow ups from the person handling my case. I was told that all fees would be removed for there mishaps. None of that was done either I was just sent a statement showing what was owed back in XXXX that requested this XX/XX/XXXX when I got a list of statements up until now. Now must I remind you the statements still had the wrong address on each one of them. But also I was told they couldn't provide me one and they don't have a corporate office to where I could complain to a hire up. I went from owing {$410.00} to {$780.00} without any viable proof of what I owed in the beginning. I feel like this compnay is very dishonest and deciving and don't want to due their due diligence. Please help before I decide to get legal counsel action again this company. Here is their phone number XXXX. I would also like to to say the internal team did send a email which had wrong information on when the account was closed and then send out another email correcting the information. This has happen many times when I did have this account open. I at the point with all this frustration I shouldn't have to pay anything and the trademark of the credit company needs to be removed from credit report period. Please help me out with this issue. I do have reecived document emails that is attached showing how inconsistently they are with relaying information. I don't recommend anybody getting services from this company at all.

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