Consumer complaint received 2022-06-08
Company: Prosper Marketplace, Inc.
State: OK
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:
On XX/XX/2022, I applied and was approved for a credit card from Prosper Funding LLC. in the amount of {$1500.00}. Part of their advertising for the card is that you can " get instant access to portion of your credit line while your physical card is in the mail! '' That messaging appeared in several places and contributed to my decision to apply for the card. 

Once I was approved, I immediately downloaded the app and tried to log in to access my account and the portion of my credit line that I was told would be available to me instantly. However, in order to create a login for the account, Prosper 's app requires you to input the credit card number. I tried multiple online portals to see if I could get access to my account number, but it is not possible without the physical card. 

I waited over four weeks for my card to arrive in the mail, but it never did. I noticed that the account was ( and still is ) being reported as open on my credit report, but I have never received the physical card or activated my account in any way. 

On XX/XX/2022, I emailed Prosper customer support about my issue. See the attached documents for transcripts. They replied that my card was shipped on XX/XX/2022, and that if I had not received it after XXXX business days, I should call their customer support phone number for further assistance. 

I waited a little longer to see if my card would arrive. Then, on XX/XX/2022, I called the customer support number and told them I never received the card, and that I was unable to access any portion of my credit line despite " instant access '' without needing the physical card being repeatedly advertised as a benefit of signing up for an account with them. 

They asked me if I wanted them to send another card to the same address. My address was confirmed correct, so I told them I don't trust that I will receive another piece of mail since I never got the first one. I asked them to instead close my account because I didn't want to deal with them anymore. They confirmed that I wanted to close my account. I asked them to send me an email with confirmation that my account is being closed. They repeatedly told me they would mail a letter of confirmation to my address. I told them that I did not trust that letter to ever arrive since the card they sent me never arrived either. I asked them to please email me confirmation. After repeatedly being told they would physically mail it to me instead, they finally said they would email me confirmation. I asked when. They said to allow XXXX hours. I asked them to please send me an email before I hung up the phone so I could have written confirmation of the account being closed. They said they couldn't do that and to please allow XXXX hours to receive the email. 

I never received an email with confirmation of the account closure. I never received physical mail with confirmation of the account closure. I never received the physical card or account number required to access my account in any capacity. I never received the ability to " instantly access '' a portion of my credit line. Now I have a credit card being reported as open on my credit report that I have zero access to, and I don't trust Prosper to handle my complaints any longer. I never had access to this account, so it should be completely removed from my credit report. Prosper should be investigated for false advertising of " instant access '' to a portion of your credit line. I can not be certain that this is not outright fraud. I'm sure there are fees associated with that account that will eventually be charged to me if it is left open without me having access to it. If they do close the account and report that, that will negatively affect my credit score. How can closure of an account I never had access to be allowed to be on my credit report? All history of this account should be removed from my credit report. I want confirmation in writing that my account is closed, and I want confirmation that this entire ordeal will not negatively affect my credit score in any way. 

NOTE : I can not provide my credit card number in the next step of this reporting system, because I never received it and have no way to access it, as detailed above.

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