ComplaintsforUplift, Inc.

• Initial Complaint

  12/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 12, 2023, I made a reservation utilizing the Uplift payment option for my airfare and received a payment confirmation email, indicating that the transaction was successfully processed for the amount of $148.24 (*** **********). However, on September 12, 2023, I received a notice stating that my payment of $148.24 had failed due to a malfunction in Uplift's payment system. I received further communication regarding this issue on November 2, 2023, when I was notified of collection action. Upon contacting your customer service, I was initially informed that the payment failure was attributed to my financial institution. Despite my efforts to resolve the matter and a subsequent conversation with a manager, I have yet to receive a satisfactory resolution. The manager assured me of a follow-up within 48-72 hours, which did not occur. Given the circumstances, the payment issue arose from a malfunction in Uplift's payment system, yet they are unfairly trying to hold me responsible for the outstanding balance. An extension was offered to pay, but unfortunately, I do not currently have the means to pay the outstanding balance. I want to highlight that my declining the offer to set up a debit date on 1/5/23 was not a refusal to address the issue but rather a result of my current financial situation. I am currently underemployed and recovering from a nine-month unemployment stint. The only reason I utilized Uplift's services was to secure plane tickets for a job interview out of state, further underscoring the urgency and necessity of resolving this matter. The continued unresolved nature of this issue poses potential adverse repercussions such as derogatory credit reporting and collection actions, which I am keen to avoid. I need a resolution as soon as possible. I am requesting a credit to my account to reconcile the remaining balance.

  Business response

  18/01/2024

  Hi *****, we appreciate you reaching out and giving our teams the opportunity to work with you on a resolution to this matter. In our teams' review and communication with you regarding the unpaid amount, we confirmed that the amount due is valid as it was not collected previously as a result of an Uplift system Issue. Our Customer Service Manager has sent an email to you outlining next steps to resolve this matter. We understand the frustration that this has caused and are here to help if you have any questions.

• Initial Complaint

  13/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On August 31, I booked a trip on the *** ****** website and applied to Uplift for a loan to cover the purchase price. Uplift approved the loan immediately. The loan ID is: ************. I cancelled the trip within 24 hours. After a week, I contacted Uplift and the person I spoke to said that my loan would be canceled in the next few days. A week has past and the loan has not been cancelled. I have sent two emails that have gone unanswered and for the past three days, I cannot access an agent when I call Uplift at 1-************. When I press the option to speak with an agent, I get this message," Sorry, an error occurred."

  Business response

  15/09/2023

  Hi *****, thank you for reaching out and bringing this to our attention. We're glad that we were able to confirm that after the waiting period previously confirmed, the loan was cancelled. Our team has reached out to provide you the steps to confirm this status. Thank you!

• Initial Complaint

  07/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Bought a trip using up Uplift. Set it up that payments came off my credit card and they were. My credit card was compromised online by another company so I had to cancel this card and get a replacement. I told Uplift this and then I went onto the Uplift website to enter my new card details as their site gives you the option to. But this option doesn't work and says error. They keep trying to tell me my credit card " that the card you want to use is not passing the security and validation parameters that Uplift has in place" which is shear nonsense, because I tried it with ** **** and with my ***** **** **** and BOTH never get past entering the first four numbers of the card and it says error. So has zero to do with any other information, because it is already saying error before anything else is entered and these cards both have different first four numbers. This company doesn't take e-transfers, bank transfers or over the phone credit card payments. Has me send in cheque for one late payment, I send this payment and actual the next payment in by cheque by ****** ****, and because at this point I don't trust Uplift I send it next day delivery August 28th 2023 and make sure they sign for it, that was basically a week ago. I adRise them sent and send a photo proof of delivery showing they already signed for these cheque's. Their response instead of finding these cheque's they already signed for was to continue ********* me that they will report me to the Credit Bureau as past due if payment is made within 24 hours. Get this they aren't asking for the $310 payment they are asking for the $5030 entire loan amount. This company knows they have system payment problems and if you go onto the BBB you will see people complaining to Uplift about the exact same problem over a year ago. I have asked Uplift rep/ manager I am dealing with for her bosses and the corporate team of Uplifts contact information but she refuses to provide anything; she has zero moral compass.

  Business response

  15/09/2023

  Hi *****, thank you for contacting our team. We are happy to confirm that your check payments have been applied and that you have set up auto pay with your bank for now. Our team will continue to research into the ongoing card issue and will be in contact with you as that progresses. Thank you!

• Initial Complaint

  30/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  August 2023-Im very concerned after researching and reading many similar cases online. Basically they are telling me I have to wait 30 days for them to get a refund from merchant and then an additional 14 days for them to refund me. During that time I’m expected to pay the monthly fee of $900. So you’re holding on to my $2495 for a cancelled trip (24hrs) for 30 days?!! I should pay $900 And then wait an additional 14 days for you to refund my $2495 and then apply for a second refund where I paid $900 and then you will deduct processing fees?! Sorry, that’s ridiculous. Holding on to refunds when merchant already refunded you is unacceptable. There is literally NO company that waits 30 days for a business banking transaction. Get REAL, people!

  Business response

  07/09/2023

  Hi ****, we understand and can appreciate your frustration regarding your expected refund. Our team has been in touch with you to review the status of the account and has provided the audit results which confirm the partical refund from *** ****** as well as the refund that Uplift processed earlier this month. Thank you and we wish you happy travels in the future!

• Initial Complaint

  15/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  November 10 I tried to book a trip with uplift. You can see with picture I provided It say we'll never do a hard cridet check. I called in had to.ask.why I was not approved. During this conversation i asked did you guys check.my cridet score because that was the reason for the non approved application I went to tell the person I was speaking with about the picture that's include in the complaint. I asked why would you guys says nonhard cridet check but you guys did a hard cridet check still and damaged my cridet because you guys also dienied the application. The person I spoke with said he sees that and didn't know why and that the system should not have said that so he said.ill send this to management not one person called me back in a month and I called them.back today to get no help once again. Because of there hard inquiry and the non approved at the same.time.i.lost about 15-20 points for sure which one the middle.of.geting that proof also but the uplift on November 10 re insured me that they did do a hard check

  Business response

  22/12/2022

  Hi **** - Thank you for speaking with our Customer Service Representative. We acknowledge that accurate credit reporting is important to you and Uplift takes this matter very seriously. We have submitted a request to ******* to remove the Hard inquiry. Once ******* has resolved this request, we expect that your credit profile will adjust accordingly. We appreciate your patience while this is completed. 

  Customer response

  22/12/2022

  
  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

  27/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of the transaction: April 16th, 2022 I was issued a loan by Uplift, Inc. on the date above, for a trip with ******* and provided my credit card information to make monthly payments. The first 4 payments went through, but for the last 2 months, Uplift has been having problems with their system and the payments are not going through. I contacted my bank and ****, which both confirmed (3 times in total) that there are no issues with my credit card. I use my credit card every day. I have been in contact with Uplift for 2 months, and they confirm that the problem is on their end, but they aren't able to provide a solution. Therefore, my payments still won't go through, and my credit score will start being affected as of October 30th. They keep confirming that my account is past due, but they can't do anything about it, even though I have done nothing wrong. I have done everything they have requested I do, but they still can't find a solution. I have spent so much time and energy contacting them (3 different agents, then a supervisor, who I've been in contact with for 3 weeks now). I feel helpless because there is nothing else I can do. I don't have another credit card that I can use to make the payments.

  Business response

  07/11/2022

  Hi *********, we thank you for reaching out. Our engineering team reviewed the error previously discussed with you and confirmed that the issue was in fact that the method of payment was not accepted and was not related to a system outage or issue on Uplift's part. If you are unable to provide an alternate card or method of payment, you are able to make a payment via check in order to avoid any late reporting or overdue balance. Those instructions, along with more detailed information regarding your account and this issue, have been sent in an email to you as well. If you have any questions please do not hesitate to respond via email to the customer service agent who is in touch with you.

• Initial Complaint

  12/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Sometime in January 2022, someone named ******* ****** took out an uplift loan using my social insurance number. I did not obtain any loans or do any travel nor did I buy a ticket. I am now being called and repeatedly ******** to pay for a loan that I didn’t obtain. Uplift will not listen to me, ******** **** *** ******, the agency ********* me refuses to listen to me, I did NOT take any trips, I did NOT book any trips and I am NOT paying for any trips. I need help to figure this out once and for all as this is beating my credit for NO reason of my own and I am not going to pay for something I didn’t do.

  Business response

  24/10/2022

  Hi there, we certainly understand the frustration regarding this situation. Please know that we do take identity fraud very seriously at Uplift and investigate each matter thoroughly. Our representatives have contacted you outlining next steps and have included our ID Theft paperwork. Please return that as soon as you are able. Again, we understand the frustration this has caused and hope the next steps we've recommended will help resolve the matter.

  Customer response

  25/10/2022

  
  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.
  
  I am working to get the paperwork required returned, I just need to get them notarized.
  Sincerely,
  
  ******* ******

*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. ↩