ComplaintsforUpgrade, Inc.

• Initial Complaint

  11/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am submitting this complaint because of persistent inaccuracies on my credit report that this company has reported. These errors are affecting my credit score and financial well-being, despite my repeated efforts to address them directly with the company.Since these unresolved issues continue to damage my credit, I am seeking the assistance of the Better Business Bureau to help ensure a swift and comprehensive review. I am requesting that this company accurately update or remove the incorrect items from my credit report. Thank you for your attention and support in resolving this matter.details of the account involve are as follows;UPGRADE *** Account #:********* Date *********/**/2022 Balance:$0.00

  

  Business response

  11/14/2024

  Hi *******, 
  

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 4607.
  

  We apologize for the inconvenience this may have caused.

  After careful review, we would like to confirm that you applied for an Upgrade card with Upgrade on May 19, 2022, and were approved on May 19, 2022. We have reviewed your account with ******************** and would like to confirm that it is accurately reporting to the credit bureaus.

  On or about October 18, 2022, your account was 120 days past due and was charged off. On or about December 19, 2022, the debt was sold to ***************************

  Please note, the sale and assignment of your account does not alter the terms and conditions of your account or your outstanding loan through Upgrade.

  If you have any additional questions, please contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************. 
  

  We appreciate the opportunity to address your concerns.

  Thank you,

  The Upgrade Team

• Initial Complaint

  11/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I got three negative late. Payment marks ***orted to two credit bureau from Upgrade, Inc. These are ***orted when paid 30 days late. And early October, I called to ask what was ever 30 days late that should be ***orted on my credit, because I still have an open and good standing account with them. And paid, Good closed accounts with them. They said they didnt see anything that was ever 30 days late and that they were enter a ticket to have this reviewed and disputed and I will get an email back in about 7 to 10 days although it could take up to 90 days to remove it from my credit. I call back on 14th October about a week later, and that *** said just wait for the email it was being reviewed. When I called today to follow up, because I never got an email ************ *** said he doesnt see any evidence of a ticket ever entered regarding the late payment credit reviews. I am so disappointed and frustrated! This *** **** said itll be entered today he sent the information to his lead And they will start the review. They dont send any evidence or proof that the review ticket was submitted and that it could take up to 90 days to remove off my credit ***orts. I no longer trust the company and they said they dont give proof of a review being submitted. My payment history on all of my credit ***orts was always 100% and now its at about 98. How can we address this company to look into why they would ever make a credit consumer complaint when I have no history and they admitted it today of being 30 days late on my account. And to know that they are actually reviewing this derogatory remark? Im devastated.

  

  Business response

  11/15/2024

  Hi Tifphanie, 
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 4578.

  We apologize for the inconvenience this may have caused.
  
  We carefully reviewed the details of your credit reporting claim and will be proceeding with updating our internal records.
   
  We submitted a correction request to Transunion, Equifax, and Experian. Please be advised that it may take the credit bureaus 30 to 60 days for the correction to be reflected on your credit report.
   
  Thank you again for providing us with this opportunity to correct your credit report.

  If you have any additional questions, please contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************. 
  

  We appreciate the opportunity to address your concerns.

  Thank you,

  The Upgrade Team

  Customer response

  11/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is necessary to correct the reporting mistake. It doesnt fix the damage to my credit report for the time it has reflected, so Im not happy, but yes, I accept it. 
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  11/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed ************************** *** ACCT #: ********* ***. $13,833.00 Under the Fair Credit Reporting Act, 15 U.S.C. 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  

  Business response

  11/14/2024

  Hi Crystal, 
  

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 4561.
  

  We apologize for the inconvenience this may have caused.

  After careful review, we would like to confirm that you applied for a personal loan with Upgrade on April 1, 2022, and were approved on April 1, 2022. We have reviewed your account with ******************** and would like to confirm that it is accurately reporting to the credit bureaus. On or about August 8, 2023, your account was 120 days past due and was charged off. On or about October 27, 2023,the account has been outsourced to a collection agency. 

  For any additional questions regarding your account, please contact ARSI directly at **************.

  We appreciate the opportunity to address your concerns.

  Thank you,

  The Upgrade Team
  
  

• Initial Complaint

  11/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Last August I ordered doors from ******** Renewal and did a loan with Upgrade. The ******** *** didn't tell me the the loan would be online. I don't want to do online, I don't have a computer and need invoices/bills sent to my home address. I have no information on the loan. I need the paperwork mailed to me. I need terms of loan mailed to me. I have paid ***** on this loan, but have nothing showing I paid.

  

  Business response

  11/14/2024

  Hi *******, 
  

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 4558.
  

  We apologize for the inconvenience this may have caused.

  We would like to confirm that at the time of your application, you agreed and provided your consent to the Terms Of Use Agreement.
  
  As noted in your Terms Of Use Agreement, under title Consent to Conduct Business Electrinically and ************************** it states:

  "Because Upgrade operates its platform online and conducts its business solely through the Internet, you must consent to receive all disclosures, notices, documents, agreements, and information associated with the ************************* electronically in order to transact business with us. This section informs you of your rights when receiving electronic Communications from Upgrade. You agree that Upgrade, its agents and representatives, may provide all Communications to you electronically via email or through our Site."

  You may request from us a paper copy of any Communication that we have provided or made available to you electronically without charge, provided that such request is made within a reasonable time after we first provided the Communication to you. To request paper copies, you must send an e-mail to ********************************************************************* with the subject line "Paper Copy Request" and in the body of the e-mail you must state your e-mail address, full name, US Postal address, and telephone number.

  If you have any additional questions, please contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************. 
  

  We appreciate the opportunity to address your concerns.

  Thank you,

  The Upgrade Team

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased $15 worth of gas at ***************** and two days later the pre-authorization hold was still on my account with **********************. I spoke with ***** they advised they submitted the final amount the same day the gas was purchased and I need to speak to my bank regarding this. I spoke to upgrade numerous times and was told the whole would be on there for 4 or 5 days due to the merchant not upgrading, however I get gas at this gas station all the time and the pre-authorization always falls off within minutes. This is the second time I finished upgrade card for gas and both times they have had the hold on for days. Any other time I use any other card the whole falls off in minutes. Upgrade keeps denying that it's them however I know it is because they are the only common denominator and they denied being able to release any funds, which I know is false.

  

  Business response

  11/13/2024

  Hi *****, 
  

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 4548.
  

  We apologize for the inconvenience this may have caused, but we need some additional information to proceed.

  The screenshot you provided is missing the Company/Merchant Name and a brief statement authorizing the release of the hold. Once you send us this information, we can move forward in resolving the issue for you.
   
  In order to process your request to remove the authorization hold on your account, we ask that you provide an Authorization of Pending Release from the merchant. Please ensure that this form includes the following:

  - Company/Merchant Name
  - Transaction Details, including amount, AND
  - A brief statement authorizing the release of the hold 

  If you have any additional questions, please contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************. 
  

  We appreciate your patience and understanding.

  Thank you,

  The Upgrade Team

  
  

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I submitted Missouri form 5834 on August 25, 2024. This form is needed to allow me to register my car in ******** after moving from ***** of this date this form has not been sent to **** have spoken to numerous people in this *************** was escalated to a higher level but still no action as of this ******* TN tags have expired and I am now in limbo after what I thought was plenty of time to get a simple form completed.Thats my story and Im sticking to it.

  

  Business response

  11/11/2024

  Hi *******,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 4547.
  
  We sincerely apologize for the experience you've had and thank you for letting us know that our service did not meet your expectations.
  
  On November 5, 2024, a member of our Auto Servicing team spoke with you in regards to this matter and provided you tracking information for the document packet that you will need to take to your local DMV.
  
  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday through Friday, 7am-6pm MST, or email ***************************************************************.
  
  Thank you,
  
  The Upgrade Team
  

  Customer response

  11/12/2024

  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.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  10/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took out a car loan in April through *** did take the July, August and September payments and finally sent me all three statements, at once, that all showed no money was allocated to my principle or intrest. When I called, this was escalated to ****, the manager in call center in **. After waiting for a month to get this resolved, he said they had to back out all my payments and reallocate them. He promised that since this was not my fault, they would not charge me any late fees or penalties. They said they could not show me any kind of information showing how these payments were allocated (principle and interest) I paid my loan in full on 10/23/2024 because I do not trust your bank. I was told mine was not the only account affected and that since I brought this to their attention, they have found others that sent out statements showing 0 to principle and 0 to interest for payments made. The day after I closed my account, I recieved a statement showing I was charged $10.00 per month each of the 4 month that they reallocated my funds to correct their mistake. Since this was on the books at the time I paid my loan off, I unknowingly paid the fees that I was not supposed to be charged. I want the $40.00 refunded to me in a check please.

  

  Business response

  11/08/2024

  Hi *****,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 4534.
  
  We are sorry to hear about your experience and we are currently investigating the issue(s) you reported. A Customer Advocacy Team member will reach out to you directly within the next 2-3 business days.
  
  We appreciate your patience while we review this matter. If you have any additional questions, please contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************. 
  
  We look forward to speaking with you and resolving this matter!
  
  Thank you, 
  
  The Upgrade Team
  
  

• Initial Complaint

  10/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Unmanageable Payment Plan for Matured Loan with Upgrade My loan with Upgrade matured in July. During the non maturity time, I experienced two deaths in my family and I wasn't able to make the payments. Upgrade was understandable and worked with me during said times.I made my regular monthly payments in August and September under Upgrades direction. Both times I attempted to appeal to Upgrade directly to discuss repayment options for the remaining balance. I currently have an outstanding balance of $5,721, but the only option Upgrade offered was a 10-month payment plan with monthly payments of $665an amount I simply cannot afford.After my loan matured in July, I continued making regular monthly payments in August and September to keep the account in good standing while I sought a manageable solution for the outstanding balance as stated above. Both times again, I contacted Upgrade to request an affordable payment plan, but they responded that the only available option was a 10-month payment plan, with each monthly payment set at $665.This proposed payment plan is significantly higher than what I can reasonably pay. I have explained my financial situation to Upgrade, but they have not been open to adjusting the terms or extending the plan to make it more affordable.I am seeking a more reasonable repayment option that accounts for my financial circumstances. Ideally, I would like Upgrade to extend the payment period or reduce the monthly installment amount, so that I can fulfill my obligations without experiencing financial hardship.I can provide records of my payments and communication with Upgrade to support my complaint and show my efforts to reach a feasible resolution. I'm currently 87 days past due. I received a letter that at 120 days it'll be notated as a default.

  

  Business response

  11/06/2024

  Hi Sha-Meen, 
  

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 4513.
  

  We apologize for the inconvenience this may have caused.

  After careful review, our records indicate that you were enrolled in four hardship plans during the term of your loan. These hardship plans provided payment relief in the form of reduced payment amounts. Upgrade informed you at the time of enrollment that the reduced payment amounts would be added to your final loan payment due at maturity.

  Our records show that your loan reached it's maturity date on July 31, 2024, and a final payoff balance remains outstanding. Please be advised that failure to complete your final payment or to contact Upgrade to discuss alternate arrangements may result in additional fees, charges, negative credit reporting on your account, or the potential sale of the debt to a third-party debt buyer.

  If you have any questions or need additional time to make this final payment in full, please contact our Customer Advocacy as soon as possible at ***************, Monday- Friday, 7am-6pm MST, as we may have options to help with your situation.

  We look forward to speaking with you and resolving this matter!
  

  Thank you,

  The Upgrade Team

   

• Initial Complaint

  10/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In June or July Upgrade without notice or explanation lower my credit amount from $11000 to $1000, while I still had a balance of $10800 on the card. Once I found out of this aggressive amount of a credit line being taken away with no explanation I called.The gentleman I finally ended up talking to in management even agreed that this was a huge drop of credit with no reason other than that is what trans union report showed.I had him look at the fact -had not missed one payment -had not missed a payment on any acct since 2020 the month or two before this Upgrade had given me a personal loan -my credit at the time was ******* the fact I had had this amount chg against the card and paid it off..They did not lower my amount by a $1000-3000 they did $10000 all at once.I asked them to lower my limit as to the amount I owed so I could not charge more however would not be as bad showing on my acct.After ******************** did what they did within 30 becausee of what they did my credit score drop to 595.Since then my other credit cards are either increasing my interest rate or now charging me a svc fee.I feel it is because I am a disable Vet and permanent SSDI and using my fixed income against me

  

  Business response

  11/06/2024

  Hi *****, 
  

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 4512.
  

  We understand this can be frustrating when you are trying to improve your financial situation, and we apologize for any inconvenience this may have caused.

  We would like to confirm that at the time of your application, you agreed and provided your consent to the Credit Line Agreement. As noted in your Credit Line Agreement, section 17.2.a, Changes to Your Upgrade Card Personal Credit Line & Credit Limit Changes. it states:

  "From time to time, we may make changes to your Upgrade Card Personal Credit Line. These changes can include raising or lowering the amount of your Upgrade Card Loan or your Credit Limit and raising and lowering your interest rate. We will base these decisions on your payment history with us and on information we receive from third parties including credit reporting agencies, which we will review on a monthly basis. We may raise or lower the amount of your Upgrade Card Loan or your Credit Limit without your consent at any time. We will base this decision on your payment history with us and on information we receive from third parties including credit reporting agencies."

  To view your Adverse Action Notice In your Upgrade Account dashboard, please follow the steps below:
  

  - Login to your Upgrade Account
  - Select "View Loan Documents"
  

  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday- Friday, 7am-6pm MST, or by email at **************************************
  

  We appreciate the opportunity to address your concerns.
  

  Thank you,
  

  The Upgrade Team

  
  

  Customer response

  11/07/2024

   
  Complaint: 22480000
  
  I am rejecting this response because:
  The amount went from $11000 to $1000 which no other companies would do. I am not challenging you being able to drop the amount it is how much and was never told you would drop it by over 90% in one day. Since then you have left me with no other choice but to go to a credit debt company and let them handle on how to handle this situation.

  to other consumers remember what this is. This is a drop of over $10000 with no reason (no late payments, no over the limit and I have paid this amount many times). Upgrade can ruin your credit just because they can.
  Sincerely,
  
  ***** *********

  

  Business response

  11/12/2024

  Hi *****, 
  

  Thank you for your additional correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 4512.
  

  We sincerely apologize for the inconvenience this may have caused.

  We would like to confirm that at the time of your application, you agreed and provided your consent to the Credit Line Agreement. As noted in your Credit Line Agreement, section 26.2 Electronic Transactions and Disclosures, it states:

  "This Agreement includes your express consent to electronic transactions and disclosures, which consent is contained in the document titled "Consent to Conduct Business Electronically," the terms of which are expressly incorporated herein in their entirety."
  
  The consumer agency contacted that provided information that influenced our decision in whole or in part was **********. As stated in the Adverse Action Notice sent to you on September 11, 2024, after an internal review of your credit information through TransUnion, your Upgrade Card line was reduced.
  

  Please refer to your Adverse Action Notice for additional information as to why your credit line was reduced. You may view your Adverse Action Notice and Credit Line Agreement by logging into your account at **************************.

  If you have any additional questions, please contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************. 
  
  We appreciate the opportunity to address your concerns.

  Thank you,

  The Upgrade Team
  
  
  
  

  Customer response

  11/13/2024

   
  Complaint: 22480000
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  10/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid this predatory loan off recently. I called to have my online account deleted from there system. This includes My SSN, Bank Account Information and any other personal information. For some reason Upgrade loans won't do it. I tried Deleting my account online via their website, but their system is set up to call them for deleting. When I called, they congratulated me for paying off loan and instead of deleting, tried to sell me another loan. This shouldn't be this hard!

  

  Business response

  11/01/2024

  Hi *****, 
  

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 4510.

  We apologize for the inconvenience this may have caused.

  We would like to confirm that at the time of your application, we provided you with an Upgrade Privacy Notice Agreement, that states:
  
  "What does Upgrade, Inc. do with your personal information? Financial companies choose how they share your personal information. Federal law gives consumers the right to limit some but not all sharing. Federal law also requires us to tell you how we
  collect, share, and protect your personal information. Please read this notice carefully to understand what we do. What? The types of personal information we collect and share depend on the product or service you have with us. This information can include: 1. Social Security Number and Credit History. 2. Account Balances and Transaction History. 3. Payment History and Employment Information. When you are no longer our customer, we continue to share your information as described in this notice. How? All financial companies need to share customers personal information to run their everyday business."

  This information is available in your loan documents available in your dashboard at ************************.

  
  To view your loan documents In your Upgrade Account dashboard, please follow the steps below:

  - Login to your Upgrade Account
  - Select "View Loan Documents

  If you have any additional questions, please contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************.

  Thank you,

  The Upgrade Team
  
  

  
  

  Customer response

  11/02/2024

   
  Complaint: 22476761
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  After suing upgrade for violation of the **** Act some years back, a settlement of money and removing upgrade on my credit report. After settlement I sent in a signed paper requesting not to share my information anymore...This account is paid in full, I'm demanding my banking, SSN and any personal info get deleted from your system...Upgrade is a predatory loan company and this account is paid in full....upgrade made enough money from me...I will not allow this company to make anymore money by selling my personal info

  

  Business response

  11/08/2024

  Hi *****, 
  
  Thank you for your additional correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number 4510.
  
  We want to thank you for providing us with your feedback and letting us know that our service did not meet your expectations. We will use this feedback in order to improve our overall customer experience. We appreciate you taking the time to bring this to our attention.
  
  Upgrade retains consumer credit application information in order to comply with Federal regulations.
  
  How we collect and share information about you is described in our Terms of Use and Privacy Policy and Federal Privacy Notice. Protecting your personal information is very important to us.
  
  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************. 
  
  Thank you, 
  
  The Upgrade Team

*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. ↩