Consumer complaint received 2026-05-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Prosper Marketplace, Inc.
State: IL

Complaint narrative:
CFPB XXXX XXXX XXXX XXXX XXXX Prosper Card Account ending XXXX On the evening of XX/XX/year>, I was the victim of a sophisticated telephone fraud attack known as " vishing. '' A caller whose ID appeared as XXXX XXXX XXXX the actual issuer of my Prosper Card contacted me claiming to be a bank representative. He told me to look at the back of my card, where I confirmed the bank 's name matched his caller ID exactly. This gave him immediate credibility. While I was on the phone, I began receiving simultaneous fraud alert texts from multiple financial institutions between approximately XXXX XXXX and XXXX XXXX all of which I have retained. They show : - XXXX XXXX ( XXXX XXXX ) : Multiple attempted purchases at XXXX XXXX and XXXX XXXX in XXXX XXXX and XXXX currency - XXXX XXXX ( XXXX PM ) : Additional attempts at XXXX XXXX and XXXX in XXXX - XXXX XXXX ( XXXX XXXX ) : Attempted charges at XXXX and XXXX in XXXX - Prosper Card ( XXXX XXXX ) : XXXX XXXX test charge at XXXX, followed by XXXX XXXX at XXXX XXXX The scammer pointed to these incoming alerts during our call and said " Sir, look it's happening right now. I'm here to help you stop it. '' He was using my own bank 's real-time fraud alerts as a manipulation tool to create panic and appear legitimate. During the call he instructed me to approve certain transactions, telling me they were security verification steps. I complied, believing I was following my own bank 's fraud prevention representative. At one point I directly accused him of being a thief. He responded : " Sir, if I was a thief, why would I keep calling you back to help you? I already have all your information. '' Combined with the spoofed caller ID and the real alerts flooding my phone, this kept me convinced he was genuine. As a result, two fraudulent charges were made to my Prosper Card : an 18 test charge and a charge of {$570.00}, both to a XXXX XXXX in XXXX. PROSPER 'S OWN FRAUD SYSTEM CONFIRMED MY DENIAL IN WRITING On XX/XX/year>, Prosper 's own automated fraud alert system texted me listing the suspicious charges and asking " Did you make these purchases for card ending XXXX? '' I replied " N. '' Prosper 's system responded : " Thank you for confirming this is not fraud. Your card is available for use. '' I have a screenshot of this entire exchange. This is documented proof that I reported these charges as fraudulent through Prosper 's own official channel. THE TIMELINE - XX/XX/XXXX ( evening ) : Vishing attack occurs across multiple accounts simultaneously - XX/XX/XXXX : I report fraud by phone. Prosper 's agent confirms the charges are fraudulent, notes numerous failed attempts across multiple merchants, closes my account, and initiates credits. I also report via Prosper 's own text alert system and receive written confirmation. - XX/XX/XXXX : Both credits post confirming Prosper 's internal review agreed the charges were fraudulent - XX/XX/XXXX : XXXX XXXX issues formal letter confirming I am not responsible for charges from the same incident - XX/XX/XXXX : Prosper reverses both credits and recharges me the full amount, stating the transactions were " authorized and valid '' with no explanation - XX/XX/XXXX : Prosper sends me a letter asking for more information to investigate over a month after already closing the case against me THE " COMPLICIT '' ACCUSATION IS UNSUPPORTABLE When I called to find out why I had been recharged, a Prosper agent read me notes stating their investigator believed I was " complicit '' in the fraud. I asked him : " Are you saying I broke the law? That I'm a criminal? '' He had no answer. This conclusion is contradicted by Prosper 's own actions and by every other institution involved : - I am a XXXX XXXX man currently battling XXXX XXXX. I live alone. I did not travel to XXXX. - The charges were to a XXXX XXXX. An 18 test charge to a XXXX XXXX XXXX is not a transaction any reasonable person would authorize. - Prosper 's own first agent documented the fraud. Prosper 's own text system received my written denial. Prosper 's own investigators issued credits on XX/XX/XXXX. - The scammer called back the next day, XX/XX/XXXX. I recognized him, told him he was a criminal, and hung up. - XXXX XXXX, XXXX, XXXX, and XXXX XXXX all attacked the same evening independently reviewed the identical pattern and refunded me without dispute. Prosper is the sole exception. What Prosper calls " complicity '' is me following instructions from someone I genuinely believed to be my bank 's fraud prevention representative who had spoofed my bank 's official caller ID, knew my account details, and was pointing to my bank 's own real-time fraud alerts as proof of his legitimacy. That is not complicity. That is being the victim of a sophisticated crime. HEALTH IMPACT I am a XXXX man living alone, battling XXXX XXXX, with documented XXXX and XXXX. This dispute has caused measurable harm to my health over XXXX months. My XXXX XXXX has reached XXXX emergency levels during interactions with Prosper 's agents I have photographic documentation. My daughter told me I should have called XXXX. I have been unable to resolve this by phone precisely because of the physical danger it poses to me. Despite this I have left countless messages requesting a callback from Prosper 's fraud department head and have never received one. I AM REQUESTING : 1. Full and permanent reversal of both fraudulent charges totaling {$570.00} 2. Reversal of all interest charged on these fraudulent amounts 3. A complete accounting of all notes and recorded calls on my account 4. All future communication in writing only as a reasonable accommodation for my medical condition This matter has been unresolved for over XXXX months. I have been falsely accused of criminal behavior, ignored, and subjected to documented harm to my health all while fighting a serious illness. I am asking the CFPB to compel XXXX XXXX XXXX and Prosper Card to reverse these charges and treat this fraud victim with the basic protection the law requires. XXXX XXXX Account ending XXXX XXXX XXXX XXXX XXXX, XXXX, IL XXXX

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