Prosper Credit Card Rant after Autopay fails (their issue!) Customer Service get it together!
So my Autopay that has been ON for a year, just didn't work for this month, and NO FAULT OF MINE! 🤬 I got the 2 emails, one saying that it was processed and then that it was completed. I happened to look at my acct the day after closing... I was tracking everything as usual... I had to use the app, which I don't use unless I have to. I still couldn't get on the website, it had been a few days now where it was a blank white page, not even a login page, NADA! I know how to delete cookies, delete and re-add permissions, all of that. Tried 3 Web browsers all the same, blank white page. 🤦♀️
Had to check via the App. My Bal showed as over limit and did NOT reflect any payment for July, now it showed min due was 2 months worth! So I jump in action and to CYA, I make the payment manually from the other acct I have on there, just to be safe, but now it is the day after closing 😡 I already know how this is going to be a time suk to fix, let alone the frustration! Wait until I see it is reporting overlimit! My lid will flip! Well it did 😡 and I did 🤣 if they could have reported it as late, they sure world of. Well ya! this better be fixed and I better not get a fee (I will, watch!) So the statement transactions showed it as paid on auto pay date, and then "reversed" 4 days later... which is THE EXACT DAY OF STATEMENT CLOSING OF COURSE. Now understand, I have 2 checking accts to use to pay from, for this account, and that is only to be safe because they are so bad on the CS end and the website is horrible!!! The app is limited. I know CS is no good because I had autopay on from the start (then no AF for a year). Month 3 or so they tried to sneak an annual fee on my bill and dealing with their CS wasn't easy, even to fix that simple error. I made sure both bank accounts were good to go wayyyy back in the beginning. I had one on autopay for a few months, then the other ever since. I have also tested both accts by paying manually before the autopay date. Both were good to go for some time now. I haven't changed my autopay or any bank info, I am afraid to do anything with this card account since it has such a horrible CS, website and app. So why this happened is a mystery! Autopay was on, acct route correct, last 4 acct #s correct, money to cover no problem.
Side note: on their website and app you can not see the whole acct number, just rte # and last 4 #s but since it has been working for over a year now, it has to be there crappy processing. My bank would have paid it 100% even if I had a low balance, but I didn't. I screenshot everything for this account. Another reason I use the PC, app won't allow screenshots. (for this issue, having no website access I had to use another phone to take pics of the pages on the app, receipts!)
So yes their website AND app stinks! And their CS is via email, you'd be wasting your breath on the phone. With this company, I suggest emailing support because you need CS receipts! 🧾🧾🧾
Another problem with their system is it suddenly changed my electronic statements and changed it to snail mail and it won't change back. Both on their website (if you can even get in) and on the app, the electronic statement option that I have had ON forever suddenly changed to US mail a few months back... I would check the electronic statement request again, get an email confirming... next look and see it was back to US mail... 3 months of that BS too.
So if you haven't guessed yet... I knew this was NOT going to be fun!! I knew I wanted to delete my bank and add it in new again to be sure it gets "refreshed" on their end. But there was no way I was touching anything until they looked into it and came up with the reason of why they "reversed" the autopay. Ha! I couldn't do it anyway since banking can only be changed on the website!
Here is the fun part right? I write all my questions out, making it detailed so there is no missing information, clear as it could get. It was long, trust me . I wanted to know why did autopay get reversed when I did not change anything and it worked fine all this time. Why can't I even get their login page to come up trying 3 different browsers? Why did Electronic statements change to mail? Why when I put it back to the option for Electronic statements, you email me and confirm it is done, yet it goes back to the US mail option, but doesn't email that confirmation. I explain the Autopay being reversed, causing an overlimit and a late fee, is an issue on their end. And that I want my reporting corrected and I will not be charged, nor pay the late fee that I knew they were going to try to add on next month's billing. I attached screenshots showing auto on, acct info correct, showing emails confirming autopay and another to tell me payment was completed... I had covered all of it.
(Side note!) and get this... they send me ad emails everyday about their loan offers... yet the email telling me my payment was reversed was sitting in my SPAM folder! And every response from support was in my spam folder too! Warning me suspicious! I added their support email in my contact to refresh it again and they still go to spam! So even gmail thinks they are shady! 
Ok so after my 1st longggg email, I got "we are working on it" then a few days later they gave me the half a$$ standard wording reply, in short, "We were recently made aware that there was an issue with the bank account used for recent payments." "... your auto payment didn't process and was reversed so that's why it is over the limit and we believe the reporting over limit is correct... we see your payment on xx date and thank you for your payment, payments are due on the due date, a late fee will apply...... '" I am like... OH! HECK! NO! NO! NO!
So I did another email, I knew this would take many emails from the word GO but the time I had to put into it made me crazy mad! and I let them know... politely of course. "Please answer my questions..." I got the bold red font going strong now😂🤣
😡 "Q1." all the details and screenshots! Same for " Q2." and so on. I hand fed the story again but in A.B.C. lingo!
Their next reply was the same as the first, just with a sorry now. "After reviewing your account, we found that changes made to your autopay settings on June 8, 2024, caused an issue with the account setup." Then repeated the date and amount due and reversed date stuff... and "Based on these events, we have confirmed that the credit report is accurate. To prevent delinquency on the account, please correct the bank information online or contact us to resolve this situation."
"Regarding the late payment fee, when the minimum due is not completed on your due date. Your payment of $$$ was processed four days late, and it can generate a late fee. In that situation, please contact us back so we can evaluate an adjustment."
"We would also like to inform you that we are aware of a system issue resulting in your statement preference being changed from electronic only to paper only. We are currently working on getting this issue resolved, and in the meantime, you will need to update your preferences back to electronic or leave it as paper for the time being while we work on the resolution."
If you are still reading this... THANKS for letting me entertain you!!! This is so long and I have no idea why I am taking the time to write all this?? 🤣 Seriously! It's NOT that important 😆
So now comes the miracle! Without doing anything to my PC.. the LOGIN page comes right up and I can now get in and my info was still filled in as usual too 
(proving what I knew, my PC wasn't the issue) And wow electronic statement option is now showing correct too?! Isn't that something? I was feeling they made all this happen and was trying to get the extra interest and fees out of me! If I didn't have my screenshots and emails for each month, I don't think I would have gotten anywhere. 
Since they said "we found that changes were made to your autopay settings on June 8," So in my next reply I pointed them again to my email screenshots showing all my emails confirming my changing back to Electronic statements (2x in May, 2x June) and wait for it... the last one was on July 8th!!!! So there you go! I didn't change my acct info on June 8th, I changed the electronic statements back from US mail... again. So proving my point, these issues were their systems not my bank info. I wrote again showing the confirmation email on June 8th again... explaining I did not change my banking info... and now the reply is
"We sincerely appreciate your quick response. We apologize that we might have missed addressing all your concerns, but we're really happy to hear that your login issue has been resolved."
"We want to extend our heartfelt thanks for your payment of $$$ on July xx 2024. Your account now carries a positive balance, and we're glad to inform you that this will not result in any impact on your credit report. We can confirm that no late fees have been applied to your account."
And because I told them after they figured it out on their end that I was going to delete and re-input my banking to be safe... "We strongly urge you to reach out to us to manually add the account for you or ensure that you update the information before the next autopay transaction." blah blah
So... I knew this would go as it did... I had to do 3 lonnnggg emails, just repeating myself... until they gave me in writing that it was not my error, any fee will be adjusted and my report should reflect correctly. Now you know as well as me, my report won't change now, it will show an overlimit until next billing is reported. And you know I will get a late fee next statement and I will have to write more emails to fix that too. 🥴🥱🥱 Anyone up for a bet????
This card is only good for rebuilding. I did get a decent start limit and a 6 mos increase, but the APR and having an AF are the pits. Getting this card depends on whether you want to deal with that on top of the issues that come with the low CS level, and bothersome website and app.
