ComplaintsforFlex Pay (formerly Uplift)

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to contact Uplift to get further information on a balance of a closed account. It seems as if the debt was sold to another company which is not reflected in my credit report. I have no idea who I need to work with to get this cleared up as it seems several companies are now involved, and nobody seems to know who I need to speak to address the credit reporting.

  

  Business response

  09/27/2024

  Hi *******, 
  

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

  Your reference number is 4300.

  Our records indicate that your account with Flexpay by Upgrade, formerly known as Uplift, Inc., was sold and transferred to First Portfolio **************** c/o *********************************** effective 7/28/2022. Please note, the sale and transfer of your account does not alter the terms and conditions of your account or your outstanding loan obligation you agreed to through Flexpay. 

  Flexpay no longer owns your account and will not be servicing your account or collecting payments.
  
  First Portfolio **************** c/o ********************************** is the new owner of your account and First Portfolio **************** c/o ********************************** has acquired all rights, title and interest to the account. First Portfolio Ventures II, LLC c/o *********************************** or its agent, will service your account and contact you directly regarding resolution of your account balance after 7/28/2022.
  
  For any inquiries regarding your account after this date, please refer to First Portfolio Ventures II, LLC c/o ********************************** contact information below.
  
  New Account Owner
  
  First Portfolio Ventures II, LLC c/o **********************************
  ***********************************
  Peachtree Corners, GA 30071
  Email: *********************************

  Thank you,
  

  The Upgrade Team 

  
  

• Initial Complaint

  09/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 15, 2024, I purchased a flight ticket using Uplift to finance the transaction (Loan ID: ************, Ticket Number: *************). The ticket was canceled within 24 hours, and *************** confirmed the transaction was voided. They provided a voided letter stating no payment was processed.However, Uplift has not refunded the amount of CAD$1,420.77 and claims that they are waiting for *************** to refund the payment. *************** maintains that they never received the funds, leaving me in a situation where neither party is processing the refund.I have contacted both Uplift and *************** multiple times with no resolution. I am requesting BBB's assistance in getting Uplift to process the refund as *************** has already voided the transaction.I am providing a copy of the voided letter from *************** to support my claim.

  

  Business response

  09/27/2024

  Hi Chi ** *******, 
  

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

  Your reference number is 4290.

  We apologize for the inconvenience this may have caused.

  We would like to confirm that a refund of $1,420.77 was issued on September 19, 2024, to the bank account on file. 

  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

  Customer response

  09/30/2024

  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

  09/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Transaction date March 30, 2024 Transaction amount ******* Purpose 9-month same as cash for Virgin Voyages Cruise sailing with booking number ******* Summary: while originally processing this loan, the uplift site reported back that the transaction had failed and I would need to try again. I did that secured the loan and well on the cruise a couple months later I realize that uplift was charging me duplicate identical payments at the same day and same time in the exact amount of the loan that was processed. I called uplift once I was aware of the fraudulent loan, this was in July. Since then I have been bounced back-and-forth between uplift and virgin voyages, and have been unable despite multiple attempts to resolve this issue and get my stolen money back. As this issue was caused by an error and uplifts web system, I am filing the complaint on them. The loan information follows:Here is the confirmation for the correct loan. I have access to this loan in my Uplift Portal and can see all of the account activity and one auto payment per month. This is the ONLY loan that I can see ANYTHING about through my ********** ID: ************ Todays payment amount: $0.00 Monthly payment amount: $233.55 Number of remaining payments: 9 Here is a confirmation of the fraudulent loan. I can not access anything about this loan through my Uplift account and the only evidence I have of it existing is that payments fraudulently come out of my account every month on the same day and hour almost to the minute of my other payment Loan ID: ************ Todays payment amount: $0.00 Monthly payment amount: $233.55 Number of remaining payments: 9 This is fraud and theft, and I have been very patiently dealing with both of these companies since July and my patience had an end so I am seeking resolution from the BBB and considering legal action against the company.

  

  Business response

  09/27/2024

  Hi ******, 
  

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

  Your reference number is 4285.

  We apologize for the inconvenience this may have casued.

  We would like to confirm that Virgin Voyages refunded Flexpay by Upgrade, formerly known as Uplift, in the amount of $2102.00 and we applied the refund to your Flexpay loan ID ending in 4240.

  If this refund amount is higher than your outstanding balance, we will process a refund to you and you will receive a confirmation email. If the refund amount is lower than your outstanding balance, you will be responsible for the remaining balance and should continue to make payments until your balance is paid in full. 

  We appreciate the opportunity to address your concerns.

  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

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have told this company I was laid off and no one offered me a program or anything. I got an email finally offering help that if I was struggling or having issues making payments they had options. I call and they wont offer any options.

  

  Business response

  09/26/2024

  Hi ********, 
  

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

  Your reference number is 4276.

  We apologize for the inconvenience this may have caused.
  
  Were sorry to hear that you may be experiencing financial hardship but at this time we are unable to process a payment deferrment.

  To discuss additional potential hardship options, we request that you please contact our Flexpay by Upgrade Customer Support Team at your earliest convenience by dialing **************, or by email at ************************************************************

  We look forward to speaking with you.
  
  Thank you,

  The Upgrade Team

   

  Customer response

  09/27/2024

   
  Complaint: 22296617
  
  I am rejecting this response because:

  apparently you have nothing else? So what is the point of calling ?

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

  

  Business response

  10/02/2024

  Hi ********, 
  

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

  Your reference number is 4276.

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

  Our records indicate that a request to enroll you in a deferment from August 22, 2024 to September 17, 2024, was applied to your account.

  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

  10/02/2024

   
  Complaint: 22296617
  
  I am rejecting this response because:

  What?? No one offered me anything! I was given so much incorrect information!!

  I just did one on my loan today to keep you from canceling my cruise but still forcing me pay for it. I have one that is still outstanding and that I need to bring current.

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

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello I have been dealing with flex since I get made my payment with them on Friday September 7th by 1:00 p.m.. they told me that my payment had gone through and that it was processing and then they told me that I had to do self-submit because they weren't able to auto pay I tried to use self-submit and there was an error or tried to explain this to them and they told me that not to worry that it had gone through on the app it shows that the self submit is processing then they tell me that the submit window had closed and that I would receive my money back which I have not. It still says that the self-submit is processing on the app and they have my money hostage. Today is the last day Monday September 9th that I can make my payment towards my apartment complex to at least make a payment arrangement or else I will be sent to court and I will be in danger of losing my home as I will have to pay the whole amount Plus late fees which I don't have. I sent flex all of the information showing them that I was not able to do the self-summit and that there was an error they have not gotten back to me sufficiently in a way to let me know that either the money will be back in my account today or that it's actually going to go through the way that it's supposed to. I have not been getting the responses that I need and I'm worried sick as I do not have extra funds to pay my rent and this is completely on them. I cannot go to court or lose my home so I need for them to either put the money through as they were supposed to or to send it back to me today as they said it would take one to three business days. Thank you so much.

  

  Business response

  09/17/2024

  Hi *********, 

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

  Your reference number is 4244.

  We apologize for the confusion this may have caused.

  After careful review, the screenshots provided appear to refer to a different company called getflex. We are not associated with Get Flex, as we do not manage rental payment transactions.

  If you have aby questions or concerns with rental payments, we recommend contacting getflex.com directly.

  If you have any additional questions regarding Flex Pay by Upgrade, please do not hesitate to contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at *************************************. 
  

  Thank you,
  

  The Upgrade Team

  Customer response

  09/18/2024

  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

  09/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have tried to make a final payment to uplift. I have made full payments on time for a year from a ACH however had an identity theft and that account was closed for security reasons. I attempted to make the last payment on the app. the app would not allow this and I called uplift .the phone *** had me checking boxes on the webpage that made a payment on line to the close account when I was attempting to ***** the payment account to pull from. he said there is nothing he can do and I attempted to pay while on the phone he refused and commented to wake a week that would make me late on the payment and thus reflect on my credit which the *** couldn't understand my concern. I want this fixed and I want no late payments reflected on my credit ***orts. I find this is badf faith and a scam to collect addition interest from the public.

  

  Business response

  09/13/2024

  Hi *******, 
  

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

  Your reference number is 4236.

  We are sorry to hear about your experience and we are currently investigating the issue(s) you reported. Once we have concluded our investigation a Customer Advocacy Team member will reach out to you directly to discuss the findings and next steps within the next 1-2 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

  09/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a semi-large loan from Uplift from December. This summer, I had a financial hardship due to be being between jobs as I was about to graduate grad school and start working. I reached out then and they werent able to help. I struggled to make a payment and did and ever since I am having a hard time getting caught up. I am about to start having more money coming in but need my one late payment delayed until 9/15 and the second late payment delayed until 9/30.The point of this complaint is that I tried contacting them about this with no response. I emailed to have a manager contact me and didnt hear back. I called and the girl said I would need to talk to the collections department. She put me on hold for a while and said no one was answering. I asked if someone from there could please email (email is the best way of contact) and she said they are too busy to email. This is not good customer service first of all not initially helping someone with a hardship to not get behind and then be too busy to talk to someone that wants to get back on track.

  

  Business response

  09/16/2024

  Hi ***, 
  

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

  Your reference number is 4235.

  We are sorry to hear about your experience and we are currently investigating the issue(s) you reported. Once we have concluded our investigation you will receive communication once a status update is available.
  

  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 while we review this matter.
  

  Thank you, 
  

  The Upgrade Team 
  

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Attempted to use the company as I have in the past for travel. Their system didnt recognize my log in or my phone number. I called in and the person that answered was able to see my account and verify my past accounts that were all paid in full. They had no explanation and nobody to transfer the call to. They have no manager that can answer questions and nobody could seem to figure out why the denial was there. they refused to resolve the issue.

  

  Business response

  08/16/2024

  Hello *******. We appreciate your reaching out. In accordance with your desired settlement, our teams have not contacted you but are happy to provide a response. We have reviewed the phone call with our **************** Team and you were accurately informed that all record of the application denial is found in your Member Portal. There was no discussion of speaking to a Manager, however, a manager does not have any further information regarding a denial or the ability to overturn a decision once it is established. While we were not able to approve the current application, you are welcome to reapply at a later time!

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am here to just complain and not seeking resolution. I was previewing the payment options for ski lift tickets for Whistler, ** and when a payment plan option seemed available, it was through Uplift. It would have been equivalent to about $100 USD. When I went that route to further preview, I instantly got a "let's find you other options" and I got a nasty email with a link to a full-blown rejection letter and a status titled "adverse action" and the reason they stated that I don't have sufficient credit history even though I DO (almost ten years). I complained to Uplift support via email and they sent me a very unhelpful reply within a few seconds, like as if a robot wrote that form-letter reply which included phrases such as "application is not a match" and "unfortunately, we can't make exceptions".

  

  Business response

  08/13/2024

  Hi ****, our teams thank you for reaching out. I am sorry to read that our communications were not helpful as that was our goal. Per your instruction on the submission our Grievance team did not contact you and Uplift has setup a process to ensure that Uplift doe not contact you in the future. 

  Customer response

  08/13/2024

  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

  08/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Uplift set me up with auto payments. Their system collected several payments then said they couldn't accept last payment. I reached out them several times to explain that the issue of the payments was on their end. Now I'm in collections for $355???? When I called to ask if I could get a copy of my personal info with transactions, so I could take it to my attorney, they said that they have no information on me and that I need to go through the debt collector. This is a serious issue, and I would bet that more people are in my position. They actually told me that they could see where I put in my bank account info after several cards didnt work. I never wanted to not pay what I owe. But when they set all this automation stuff and there are no ways to get somebody to help it becomes maddening. I spoke with ******* who said she would get her managers to contact me 8/12/24 12:15pm It feels like a huge scam turning $5 charge into $355 and it was their system that caused all this. Now my credit score is dinged up because of their malfeasance.Thank you,*************************

  

  Business response

  08/19/2024

  Hi *******, we understand and can appreciate your frustration regarding this issue. Our Collections Supervisor Team has been in touch with you to review the status of the account, however, they were required to leave a voicemail. We look forward to speaking with you regarding this matter when you return our call. Unfortunately, until you do so, we will be unable to reach a resolution.

*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. ↩