Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Prosper is a scam. They have been stealing my acp for internet service for 3 months and refuse to stop. Some how they intercepted the code for my acp . They claim I have to disenroll when I never signed up with them. My provider is ******** I DONOT receive ANY SERVICE from PROSPER WIRELESS!They claim I have to go through an escalation process. I did this last month with them. They took my ACP money for 3 months.

  Business Response

  Date: 01/30/2024

  Hi ***** - I am so sorry to hear that your ACP benefit was transfered to Prosper Wireless without your knowledge. We take these matters very serious and ensure that we take immediate action when we are notified of any errors. I was able to find an account that was activated on January 9, ****. A call was made to our customer service department on January 10, ****. We need to be able to fully authenticate someones identity in order to de-enroll the account. In order for us to do this, we require that the person request the transfer through their desired provider which will automatically authenticate them through the National Verifier and de-enroll the account from our end. Once that is done it will then automatically enroll them into the desired provider. I see that process was explained on the January 10th call, and we anticipated that to have taken place. We received another call on January 30, **** and were able to fully authenticate the caller based on the attempt to transfer and at that time, we processed the de-enrollment. Our Director of ************** ***, will be reaching out via email and phone number on file to assist with any future concerns and to help ensure your ACP Benefit Credit was received back with ******** Thank you - Prosper Wireless. 

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21222484
  
  I am rejecting this response because:
  This is false,I filed out two transfers with ******* and my acp was intercepted and transfer back to prosper. Also how did prosper open an account in my name to steal my acp benefit to begin with? Like I said I never received any services from them. Why do I have to keep transferring my service when I never had Prosper as a provider to begin with? I would like my acp credited back to ******* for December and January. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/06/2024

  Hi *****, I am sorry to hear that you did not agree with the response. I can assure you that there was not another account opened with ********************** after the initial one on January 9, ****. That one was de-enrolled and our team has reviewed to place a block on your information to ensure that this cannot happen with Prosper Wireless again. For more details about your ACP benefit, you can reach out to ACP directly. Please know that we have taken every precaution on our end to ensure that your account cannot be transferred to us again. Thank you, Prosper Wireless. 

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21222484
  
  I am rejecting this response because prosper made sure they didn't steal the acp by canceling the entire benefit from acp.  Prosper refused to transfer the acp benefit back to Verizon.   They completely cancel the government benefit in its entirety , therefore I no longer am eligible for the benefit I was ***********!! Please reverse my benefit and let the acp know that prosper is responsible for theft and error in canceling my benefit!

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/20/2024

  Thank you for your reply. You are more than welcome to reach out to our ************* Director, ***, to discuss in depth. Her email address is ***************************** and she has attempted to reach you. Prosper Wireless is unable to block any transfer, as all transfers go through ACP and National Verifier. We would like to assist you in researching this further if you have not received any action from ******** Thanks, Prosper Wireless. 

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21222484
  
  I am rejecting this response because:I was never a customer of **********************.  I was a customer of Verizon. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/29/2024

  We understand that you did not want Prosper Wireless as a service, however, in order for us to identify and address the situation there are several things that we need to verify. Our customer service department attempted to assist you with your concern on January 30, 2024. They were not able to assist as you were unwilling to provide any details for verification to ensure we were reviewing the proper account. From what I can see, this has been addressed and ******* has received the *** benefit based on the transfer request initiated. Please let us know if you need additional assistance. Thank you, Prosper Wireless. 

• Initial Complaint

  Date:01/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 10,2024 my regular service provider which is ******* sent me a e mail telling me my ACP benefit was no longer active. I called ACP and found out someone had fraudulently opened an account in my name with a company called Prosper Wireless. I contacted prosper wireless on January 10 and informed them someone had opened an account with them fraudulently in my name. At that time they told me they would de enroll and cancel the services because the account was opened fraudulently in my name. That stopped my regular ACP benefit with *******. Today I find out they never canceled the fraudulent account. I dont know what to do at this point. I did contact identity theft and made a report with them. I need help to get the fraudulent account closed so I can get my ACP back on my plan that I been had with *******. I never heard of prosper wireless and I never obtained services with them. They lied and claimed they cancelled the services on January 10 when I called. The account is still opened fraudulently in my name as of today. I just contacted them again today. I need help. Thank you Tiaa Pointer

  Business Response

  Date: 01/30/2024

  We are so sorry to hear about the experience you had, Tiaa. When calling in, we need to be able to fully authenticate someones identity in order to de-enroll the account. Typically, the process is described as going through the Transfer Exception Request which allows the consumer to transfer their service through their desired provider. In this process the National Verifier will automatically authenticate them and make the transfer to the desired account and de-enroll the account with **********************. I can see from the notes on January 10, **** that when you called in, this process was explained and accepted as next steps. Another call was made on Friday, January 26, **** and based on this call, we determined that an immediate request for de-enrollment should be made. The de-enrollment was done the same day. Our customer care department has reached out to confirm that this was de-enrolled on January 26, **** and the consumer was able to transfer their benefits to the service provider of their choice. We will have our ************* Director reach out to the email and phone number provided to support in any next steps needed. Thank you - Prosper Wireless

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21203688
  
  I am rejecting this response because: At this time I need proof the account is closed. ******************** as you can see They even stated I called in on January 10th ****. This account should have been closed that day, now it has been weeks later. So now can I have some form of written proof that this account has been closed? Because at this time I dont trust prosper wireless to do the right thing because they didnt do the right thing from the start. Thank you
  
  Sincerely,
  
  Tiaa Pointer

  Business Response

  Date: 02/06/2024

  Hi ****, I am sorry that you do not accept the reply that was provided to you. It was stated, in writing, that the account was de-enrolled on January 26, **** as per your request. You can verify this by reaching out to ACP directly at **************. We are sorry that you do not feel that we have done our part, but we can assure you that this was taken care of. You have been able to proceed with the transfer since January 10th if you had followed the transfer request process that was discussed with you at the time of your initial call. I do not see another call that was received since January 27, ****, but we would be happy to help you in anyway we can moving forward. You can also email us at **************************** for additional means of communication. thank you, Prosper Wireless. 

  Customer Answer

  Date: 02/15/2024

   
  Complain*: 21203688
  
  I am rejec*ing *his response because:
  I will be reaching ou* *o ACP because I don * *rus* prosper wireless. Le*'s no* forge* *his accoun* should have been closed on January 10,2024.  Tha*s *he firs* day I called abou* *his fraudulen* accoun*. ********************** did no*hing. If I had no* called back *hese services would s*ill be on in my name.
  Sincerely,
  
  Tiaa Poin*er

• Initial Complaint

  Date:01/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  THEFT ID THEFT IMPERSONATING FRAUD FORGERY I AM REPORTING TO **************************************************** THAT LINK WAS PROVIDED BY *** Unauthorized transfer of my *** from Xfinity on 12/26/23 creating phone number: ************ and creating a gmail address in my name applying for the *** for Prosper Wireless in my name with my old address!As I can see, this happens quite often, and every single one of the reports is closed and unanswered, and nothing is admitted from the company.Therefore, I am tagging every prosper wireless media account with the ********************************** sent them a message with all of the evidence.This is absolutely ridiculous! Why arent these people in prison? They have done it over 17 times it looks like! Not a spree either, so they would spend quite a long time - at least a year for each charge. I believe they owe me money because Im responsible for $50 due to their theft and its cost me hours of my time to correct and Im charging for that. So, as of this rate they stole from me financially. Which Im reporting. Thank you everybody for reporting your unfortunate event that is actually quite disgusting. Its good to know that people still stand up for what is right!!They stole $50 considering that's how long my Xfinity was operating without my *** due to their theft, & 4 hours of my time which equals to $130 they owe **** DO NOT GIVE YOU PERMISSION TO RESPOND TO MY COMPLAINT AND IF YOU RESPOND TO MY COMPLAINT, I WILL REPORT YOU FOR HARASSMENT. I DO NOT WANT TO HEAR ANYTHING FROM PROSPER WIRELESS ABOUT MY COMPLAINT. YOU ALREADY HAD A CHANCE TO DO THE RIGHT THING AND YOU FAILED. IF YOU RESPOND TO MY COMPLAINT, I WILL CONTINUE COMPLAINING AND FILING!

  Business Response

  Date: 01/30/2024

  We have looked into the account set up with the name and contact number supplied. We were able to locate an account and see that ****** called in on Sunday, January 28, **** to our customer service team. ********************** takes claims of fraud extremely seriously and made an immediate request to de-enroll the account. We are able to confirm that the account was de-enrolled the very next business day, Monday, January 29, ****. An attempt was made by our ************* Manager to reach out to ****** to discuss obtaining the credit via a dispute process. There was no monies exchanged from a customer to our company, so we are unable to process any type of refund. We would, however, be able to assist in getting the *** benefit credit reapplied to the provider of choice. Our ************* Director, ***, can be reached at ***************************** if ****** would like to discuss this further. We apologize for any frustration this has caused. In the event that someone is able to use another person's *** benefit fraudulently, Prosper Wireless makes immediate efforts to resolve this as seen in the less than 24 hour turn around. Given the request for no contact, we will wait for ****** to reach out for next steps. 

• Initial Complaint

  Date:01/25/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Like many of the other complaints, they hijacked my ACP benefit. I am having a terrible time getting back to my ISP!!! PLEASE release it, and cancel any account as it is FRAUDULENT!

  Business Response

  Date: 01/29/2024

  Hi *****, Thank you for reaching out. I see that you called and spoke with one of our **************** Representatives on January 26, ****. With this, our agent advised that after fully authenticating you, was able to send your information over to have the account with ********************** de-enrolled. The de-enrollment took place on that same day. Our ************* Director will be reaching out to you directly to discuss how to obtain the service with the provider of your choice. We are very sorry for any mishap and can ensure you that we take these matters very seriously when we hear about them. 

  Customer Answer

  Date: 01/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and though I do not know how they made an account in my name and took my ACP benefit with completely unbeknownst to me, I find that this resolution is satisfactory.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company allowed someone to open an account in my name illegally

  Business Response

  Date: 01/25/2024

  Hi ******, We are very sorry to hear that someone opened an account with ********************** without your knowledge. I was able to locate an account that shows your name and State, but I cannot fully authenticate this account based on the information you provided. If you can fully authenticate the account, we would be able to assist with the immediate de-enrollment of the account. Our ************* Director, ***, has left a voicemail on the phone number provided in the complaint and will be emailing you as well. Please look out for these so that we can work with you directly to get this resolved. Thank you, Prosper Wireless. 

• Initial Complaint

  Date:01/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I found out today 1.22.****. that I applied for the affordable connectivity program (acp) January 11 ****. I was approved and gave the info to my internet provider. All was well until I got a notice from the provider that i transferred the acp to Prosper Wireless I called prosper and they said someone bought a tablet with my name and info and applied the credit. I asked prosper to close the account and they said I had to wait till it was investigated and I would get a call back within 24 hours. They refused to give me a phone number that I could call back and get an up date. They gave me the same number I called.I wonder if there are multiple complaints that have been made on the same scenario is the acp unit giving out info, are people from Prosper involved with acp, how is Prosper so involved with this. As far as I am concerned Prosper should be investigated and shut down . Prosper couldn't answer any question I asked about the acount in my name nor would close the account even though they said the account is in my name. They said they had to have the escalation unit investigated it. All I know is if I want to close my wireless service or change anything it is done with me on the phone at that moment.This I believe is criminal and should be handled accordingly. Your help appreciated. Thank you.

  Business Response

  Date: 02/06/2024

  Hi ********, I was not able to locate any account with your information as listed on this complaint. However, I do believe that if you spoke with our customer service representatives, they have done what was requested. Given that an account has to be fully authenticated, our customer care department sends the de-enroll requests over to our escalation team that reviews the details of the account and processes the de-enroll. Our customer care team does not have access to doing the de-enroll because we take our consumer privacy very seriously. The precautions that we take ensure that there are no accounts closed without proper authorization and acknowledgement from the correct consumer. While I can understand that this is frustrating to have to wait, I can assure you that we do take immediate action. If you would like to get confirmation, you can call the ************ number seven days a week from 5am - 8pm PT and our customer care team can confirm the next steps. Our ************* Director, ***, will also be reaching out to ensure you are satisfied with the resolution. Thank you, Prosper Wireless. 

   

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21183805
  
  I am rejecting this response because: prosper wireless indicated in their email to me there was no account was filed under my Name.

  I Sent an email to them telling them to look up the account separating **** and ****.

  I also asked for the phone number used to open the account . 

  When i spoke to customer care before this complaint they asked for my phone number so they can call me back with information.

  I spoke with the affordable connectivity program that a phone number, not my number, was attached to the account opened in Prosper wireless under my name using my discount from this program 

  I want to be sure that the account was closed. And I want the phone number used to open an account under my name.
  Sincerely,
  
  *********************************

  Business Response

  Date: 02/13/2024

  Hi *****************, I am sending an email with an attachment to show that we tried to look up an account using your last name and nothing came up. You are able to reach out to ACP directly at **************. They will be able to assist you in additional information regarding your ACP benefit. Our customer service representatives can also assist seven days a week, 5:00am - 8:00pm PT. If ACP can provide you with the Application ID, we can use that to look up the account as well. thank you, Prosper Wireless. 

• Initial Complaint

  Date:01/19/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm a victim of identity theft because someone opened an account at ********************** on 1/6/2024 without my knowledge. I was given this information from the Affordable Connection Program customer service because my *** credit benefits at another provider had been transferred without my knowledge. I filed an Identity Theft Report with the ************************ on 1/12/2024 and was told to call Prosper Wireless to inform them of ID theft and request closure of this fraudulent account. I spoke with a *********** at Prosper Wireless on 1/12/2024 explaining in detail that my personal information was used not by me to open an account for a free government phone or tablet. He gave me wrong information as to why the account couldn't be closed though I was very adamant in explaining to him that the account was fraudulent. I've never applied for a free government phone or tablet and don't intend to. As a result of this fraudulent scenario my bill with my provider will be thirty dollars more minus the *** credit as well as the time I've spent contacting other business entities to inform them that I'm a victim of identity fraud. I'm a senior citizen and don't need this kind of unnecessary stress. All I'm asking is that Prosper Wireless do the right thing and permanently close this account and provide confirmation that it was done. Someone is using my *** benefits with them that I should be using legally. Thank you.

  Business Response

  Date: 01/22/2024

  Hi ******, 

  I am so sorry to hear about the trouble you had with your ACP benefit. I can assure you that Prosper Wireless takes these matters very serious and will do what we can to assist. In order to make any changes or adjustments to an account, we would need to fully authenticate the caller due to consumer privacy laws. With this, we offer you to do the transfer out process which is what was done for your ACP to come to Prosper Wireless from your original Provider. It is a process that goes through ACP and the National Verifier and allows you to fully authenticate yourself and move quickly to receive your benefits at the provider of your choice. Without this process, we would need to follow a different process for the transfer out to ensure we are not de-enrolling the wrong account. 
  We have been able to review the situation and have sent the request to have your ACP Benefit account de-enrolled from Prosper Wireless as of today. Please reach out to your service provider of choice to move forward with re-enrolling. Our Director of ************* has also sent an email to you directly to offer additional support as needed. 

  Thank you for contacting us, 

  Prosper Wireless

  Customer Answer

  Date: 01/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  ************************************************

• Initial Complaint

  Date:01/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An account was opened fraudulently in my name and I only found out because it transferred my *** credit to them and my regular provider notified me. I spoke with *** and was advised to call this company and cancel the account and the *** benefit with them. Whwn i called ******* was very rude refused to give me the information on the account so i could file a police report due to the identity theft that obviously happenwd and told me to contact *** about my benefit. I explained I had already contacted them and that regardless of the benefit I needed them to close the fraudulent account and he was very rude and refused to do so I asked for a supervisor and was told no and then hung up on. So now I am concerned about my information being used fraudulently as well as my own bills due to my benefits being taken without my permission and when you call customer service they all do the same thing refuse to assit and hang up.

  Business Response

  Date: 02/06/2024

  Hi ********, We appreciate you contacting our customer support team, but please note that due to consumer privacy laws, we are not allowed to divulge confidential account information over the phone without first verifying the callers identity. This may be why you were not able to receive the information you were hoping for on your initial call to our team. I can see that an account was found in your name and you spoke with our customer care team on January 17, ****. Our customer care team takes matters of identity theft very seriously and sent an immediate request to have that account reviewed and de-enrolled. You are able to file a police report as the account is in your name. Your inquiries can be sent to ***************************** which will be addressed directly to our ************* Director. I can assure you that the account was de-enrolled the same day that you spoke with our customer care team and the call is being reviewed for proper training purposes. Thank you, Prosper Wireless. 
  
  

• Initial Complaint

  Date:01/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Prosper wireless enroll my ACP program without my consent, this is fraud and identity steal.

  Business Response

  Date: 01/29/2024

  Hi *****, I am so sorry to hear that your ACP benefit was transferred to Prosper Wireless without your knowledge. I see that the account in your name was de-enrolled on Jan 18, ****. We take these matters very seriously and will have our ************* Director reach out to you directly. Thank you so much for reaching out so that we can ensure this was taken care of. Thank you - Prosper Wireless.

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December 23rd 2023 Prosper Wireless fraudulently opened an account in my name with an alternate address. My *** has/was transferred to them. My old carrier I have used for almost 30yrs. ******* that I talked to was one million percent unhelpful. Rep state that I should just contact my old carrier and have them re-certify me so my *** benefit will be back on the old carrier network. I talked to someone that actually works for the *** program through .gov they told me that prosper needs to ABSOLUTELY de-list or de-activate my ***. Prosper says thats not how that works with them, they dont do that. I then went .gov website to re-certify. Prosper or someone working with Prosper did that already. All the info that I would need to certify myself again is lost because someone has change all my info. According to the .gov I now have one attempt left and Ill be locked out of the *** .gov website Prosper has refused to close the account upon request. ********************** has refused to even suspend the service. They said, I have to transfer the *** to another provider for them to cancel the service. And since I dont know what info has been entered into the prosper system, I cant transfer the *** number. I want the service to be cancelled. I want my old service provider back. This company has a fly-by-night website, screams ****. And yes Prosper does get paid by the government for how many people that they serve. To state that Prosper doesnt get paid is complete BS. My next action is to contact my states attorney general and ombudsman to see if there is any criminal complaint issued against them. For the record I HAVE NEVER HEARD OF THIS COMPANY OR HAVE BEEN APPROACHED BY SOMEONE THAT IS A REP **** ALERT.

  Business Response

  Date: 01/11/2024

  Hi *******, Thank you for taking the time to provide your feedback. I want to let you know that Prosper Wireless takes these matters very seriously and when notified, act in accordance with the *** benefit requirements. I see that you reached out to our customer care team on Tuesday, January 9, **** and spoke with one of our customer service representatives. I can see that they were able to walk you through the steps needed to fully verify yourself and have your *** benefit transferred out. It looks like the account with Propser ********************** was de-enrolled the same day you spoke with our representatives. I am so sorry to hear about the experience that you had in losing your current provider. I am happy to see that this was resolved immediately after we were notified of the concern. It is unfortunate when things like this happen, but it is always our priority to ensure that it gets resolved right away and you receive the credit to your provider of choice. Our Director of ************* will be reaching out to you via email, if you have additional questions or concerns. Thank you!