COVID-19 is impacting all of us—as individuals and communities—in unprecedented ways. At Prosper, we are committed to assisting our customers through this uncertain time. We are actively monitoring the situation and hope to answer a few questions you may have below.
For additional information about COVID-19, get the latest updates from the Centers for Disease Control at cdc.gov or your local health department website.
Borrowers
As a reminder, you can access your account 24/7!
You can make payments, update your bank account details and more online at any time. Just log in to www.prosper.com to securely manage your account.
What if I experience financial hardship because of COVID-19?
If you’re impacted by COVID-19, Prosper may be able to help. We encourage you to contact us via phone or by sending us an email at covidhelp@prosper.com. As a reminder, late fees are only assessed 15 days after your payment due date.
What are you doing to protect your employees?
The health and well-being of our employees, their families, and our customers is very important to us. We’re taking precautions outlined by the Federal and State government to protect our employees, and we have strategies in place to support our operations and our customers moving forward, as well.
Contacting Prosper
We understand that many of our customers are facing challenges because of this crisis. If you’ve been impacted by COVID-19, you can always call us or reach out to us by email at covidhelp@prosper.com. We’re doing everything we can to avoid disruptions to our customer support phone lines, but please be aware that you may experience longer call wait times than normal.
Borrower Services: 1-(800) 843-1662
Investors
Will borrowers be able to make payments at this time?
We are working with borrowers that have been impacted to help them through this difficult period. We continue to monitor the situation closely, and we have strategies in place to support our operations and our customers moving forward. We do not anticipate any servicing disruptions that would prevent Prosper from accepting borrower payments at this time.
What are you doing to help protect investor returns?
Over the last several years, we have been preparing for a potential downturn by focusing on tightening our credit model to help generate sustainable and attractive returns for our investors through economic cycles. We’ll continue to evaluate this situation and make additional changes as necessary.
How is Prosper working with borrowers facing hardship during this time?
COVID-19 is impacting us all in unprecedented ways, and many of you have asked how Prosper is helping borrowers during this time.
Prosper is offering borrowers that qualify certain relief options, including the ability to delay up to 4 monthly payments, the ability to reduce minimum monthly payments for up to 6 months and extend the term of the loan by up to 11 months, and waived late and non-sufficient funds fees. These options are designed to enable borrowers to navigate the uncertainty posed by COVID-19 over the upcoming months, and do not modify the material terms of the loan, including the amount due, the rate and accrual of interest, the term of the loan, and its final maturity date.
We recognize that the situation is rapidly evolving, and we continue to monitor events closely to ensure we are supporting all of our users during this time.
Will Prosper be able to continue regular collections activities on delinquent loans?
Individual State mandates may temporarily limit or restrict our ability to perform collections activities with respect to delinquent loans held by borrowers residing in that State.
At this time, Prosper has temporarily ceased or limited its collections activities in the following state(s) in response to applicable state rules and regulations: Washington, D.C.
Investor Services: 1-(877) 646-5922
