Consumer complaint received 2024-12-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: Prosper Marketplace, Inc.
State: GA

Complaint narrative:
THIS COMPANY IS SYSTEMATICALLY REFUSING TO AND MAKING IT DIFFICULT / NEARLY IMPOSSIBLE FOR CUSTOMERS TO EXERCISE THEIR RIGHT TO REJECT CHANGE IN TERMS ON THE ACCOUNT. SEVERAL AGENTS ARE ALSO REFUSING TO PROVIDE ID NUMBERS FOR EACH OF THEIR PHONE REPRESENTATIVES. 

1. I have had a credit card with " Prosper '' for approximately two years. 

2. They claim that there was a XXXX dollar fee as part of my initial terms. ( I asked representative, XXXX, for a copy of these terms, which she said she could not provide. Also the terms are not available on the App or mobile website, which are both malfunctioning. ) XXXX. On XX/XX/XXXX, I received an email stating there would be a new annual fee of XXXX dollars, but that I could call to reject the change in terms. 

# # # # Important Changes to Your Account Terms The following is a summary of the changes being made to your account terms. These changes will take effect on XX/XX/XXXX. For more detailed information, please refer to the Prosper Cardholder Agreement available in your document library. 

You have the right to reject these changes. However, if you choose to reject them, you will no longer be able to use your account for new transactions. To reject these changes, please contact us at XXXX. 

Annual Fee Revised Terms, as of XX/XX/XXXX Annual Fee {$59.00} Purchase APR and Cash Advance APR Your numerical Purchase APR and Cash Advance APR are not changing and will continue to vary with the Prime Rate, but a limit is being added such that these APRs will not exceed 36 %. 

Revisions to the Arbitration Agreement Provision We have updated the Arbitration Agreement.

Your Prosper Cardholder Agreement will be amended and restated as indicated in the revised agreement available in your document library as of XX/XX/XXXX. Thank you for your continued business. Should you have any questions, please reach out to our customer service team. 
# # # # 4. On today, XXXX XXXX, XXXX, I called ( XXXX ) XXXX to reject the change in terms. 

5. Spoke with a representative, XXXX, who said they could not process the rejection and needed to transfer me to customer service. 

6. Spoke with a representative in Customer Service, XXXXXXXX XXXX XXXXXXXX. He asked me what change in terms I was talking about. I explained and he confirmed the proposed change. I said I reject, I reject, I reject. He refused to process my rejection of the change and said " There's nothing I can do. '' He therefore violated my rights. I asked for a supervisor. 

7. Spoke with XXXX, XXXX, Customer Service, ID XXXX. She agreed that I was right and that the agent was wrong. I again rejected change in terms, which she confirmed and said they were closing the acct. and sending me a letter. 

8. I asked XXXX for the agent name and ID for the first person with whom I spoke. She said it was Collections Dept. She put me on hold and asked Collections Dept. for the information, then came back and said they refused to provide the information because I was not asking about a collections issue ( how is the identity of their collections agents not a collections issue? ) 9. I asked for a supervisor in Collections. 

XXXX. XXXX transferred me to XXXX, a representative in Collections, who refused to provide ID number ; XXXX said XXXX would transfer me to supervisor. I asked if I could have a ticket number in lieu of an ID number so I could identify him in my record of this call. He said ticket # was XXXX, that the ticket had been created by XXXX, and said he could be identified from the ticket number ( which I do not believe ). I asked XXXX for Supervisor.

11. He refused to transfer to supervisor, stating that none was available. He did provide me with the name of the agent in Collections ( XXXX ) with whom I originally spoke, but not her ID. I said I would stay on line until a supervisor came on the line. He disconnected the call. 

12. Called back and spoke with XXXX  ( department unclear ), who refused to provide ID. Asked for supervisor. 

13. Supervisor, XXXX, said she was the same person with whom I previously spoke. I said I was still trying to get the ID numbers for the agents in Collections with whom I previously spoke. She said she would have to transfer me back to Collections to start over again.. 

14. Spoke with XXXX, ID XXXX / XXXX ( has XXXX different ID numbers ) in Collections, who said no supervisors were available because they were in " transition '' - that they were being trained/ were in training. He said that one would call me back. He said he could not provide ID numbers for the other previous agents who had refused to provide them. Ticket # XXXX. He said would receive call back in 48 hours. I asked what if I'm not available, would they try again? He said he did not know.

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