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:03/14/2025

  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.

  To Whom it may concern,I am writing to formally file a complaint regarding an issue with my account with ********************** Account number: 7091 Account balance: $$37.00, which I have been unable to resolve directly with them. I am requesting that the Better Business Bureau assist in removing this account from my credit reports.I have attached copies of relevant documents, including my driver's license proof of address, copy of my social security card a cover letter and the my credit report, to support my case.I kindly ask for your assistance in facilitating a resolution to this matter. Please let me know if you require any further details or documentation.Thank you for your attention to this complaint. I look forward to your response and to a prompt resolution.

  

  Business Response

  Date: 03/25/2025

  Hi ******, 
  

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

  Your reference number is 5524.
  

  We apologize for the inconvenience this may have caused.

  We are contacting you to inform you that we have received your dispute. However, we have not yet received the necessary documentation to proceed with the investigation into your identity theft claim. As a result, your claim is currently on hold. Please be aware that the investigation will not continue until the required documents are submitted.
  

  If you wish to proceed with your claim, please follow the instructions provided in this link ******************************************************************************. This will direct you to a secure form where you can submit the required documentation for the fraud investigation.
  

  Please note: Until your claim is approved, the loan will continue to be reported and subject to interest accrual.

  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 assisting you.

  Thank you,

  The Upgrade Team

• Initial Complaint

  Date:03/12/2025

  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 6/1/2024 I booked a hotel through ********* and chose to pay monthly via Uplift, total amount $389.19. Loan #************. Account # ************. $49.97 monthly. I had to cancel the trip and was subsequently refunded 4 payments of $49.97. Remaining balance of $190.15 was supposed to be refunded via Zelle on 2/20. I have never received this payment and contacted Uplift. They claim payment was successfully sent and provided payment trace numbers. I was told to contact ***** and my bank, ****************, which I did, neither has any knowledge of this payment. Uplift was made aware of this but continues to respond via e-mail that the transaction is complete. I have not received my $190.15 refund. Payment trace #WFCD6rqslqlt.

  

  Business Response

  Date: 03/17/2025

  Hi *******, 
  

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

  Your reference number is 5438.

  We apologize for the inconvenience youve experienced.

  We are currently investigating the issues you reported regarding the receipt of your refund via Zelle. Once our investigation is complete, we will provide you with an update on the status.

  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

  Date:03/11/2025

  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.

  I am filing this complaint because my credit report contains unverified accounts that I do not recognize. These accounts are appearing under my name without my authorization, and I have every reason to believe they may be linked to a data breach or fraudulent activity. I take my financial security seriously, and I refuse to allow false or unverifiable information to damage my credit standing. These inaccuracies are actively harming my financial stability, and I demand immediate action to correct them.Despite my repeated attempts to obtain verification, I have not received any legitimate proof that these accounts belong to me. This blatant lack of transparency is a direct violation of my consumer rights. Under the Fair Credit Reporting Act (FCRA) 15 U.S.C. 1681g, I am demanding full documentation proving the validity of these accounts, including:Company Name: UPLIFTINC Account Number: 6323**** Reported Balance: $0.00 I require real, verifiable proof such as original account applications, signed agreements, or transaction records confirming their legitimacy. A generic response stating that the account has been "verified" is not acceptable. If no such documentation exists, these accounts must be immediately removed under FCRA Section 611(a)(5)(A)(i), which mandates the deletion of unverifiable information from consumer credit reports.Additionally, I am filing a formal complaint with the Better Business Bureau (BBB) against them, as this company has failed to provide proper documentation proving the validity of the reported account. Their refusal to supply supporting records and their failure to conduct a legitimate verification process are clear violations of federal law. I expect an immediate investigation and a full response addressing this issue.

  

  Business Response

  Date: 03/18/2025

  Hi *******, 
  

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

  Your reference number is 5435.
  

  We apologize for the inconvenience this may have caused.

  We would like to confirm that you applied for a FlexPay account with ******************** on August 11, 2021, and were approved on August 11, 2021. We have reviewed your account with ******************** and would like to confirm that it is accurately reporting to the credit bureaus. On or about August 10, 2022, your account was 120 days past due and was charged off. On or about September 9, 2022, the debt was sold to First Portfolio ****************, ? ***********************************
  

  Loan ending in 9816 has been transferred to First Portfolio ****************, c/o *********************************** and communication has been sent to the email address on file.
  

  Please be advised that Upgrade, Inc. will no longer be servicing your account or collecting payments. Effective immediately, Upgrade, Inc. will cease accepting payments from you. Moving forward, First Portfolio ****************, through its agent *********************************** will assume responsibility for servicing your account and will contact you directly regarding the resolution of your account balance.
  
  For any inquiries regarding your account after this date, please refer to First Portfolio **************** c/o ***********************************
  
  First Portfolio ****************. c/o *************** Portfolio Services
  ************************************
  ***************************
  Phone Number: ************
  Email Address: *********************************
  

  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

  Date:03/11/2025

  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 purchase 2 flights using flex loan the frontier flight i will pay for in full the second flight it is not handled and can be charge reverse . Falx Pay sent *************** money before the trip ****** . 2/3/25 i was scan in at the airport in ******* . i MAMANGER STATED THAT A REFUND WILL BE SENT BACK TO FLEX PAY ON EMAIL I ASK FOR A RECEIPT HE STATED FLEX PAY WILL GET IT . THE SUPERVISOR GOT UPSET BECAUSE I STATED I WAS GOING TO COPORASTE . THEY LIED AND STATED I WAS NO SHOW AND THE NEXT DAY THE AIRLINE AGENT STATED THE SAME ABOUT A REFUND TO BE SNET ***** TO FLEX LOAN . FEX LOAN WERE NOTIFEID AND THEY SIS FRAUDING ME AND REFUSE TO DO A REVERSE CHARGE . i WAS NOT ON THE FLIGHT DUE TO RETAIALTION HOW I WAS MSITREATED AND I WATCH THE SUPERVISOR GIVE A PAPER RECIEPT . SPIRIT WANTTO SUBMIT AN CREDIT ALL I REUESTED THAT FLEX PAY REVERSE THE CHARGES OF THE LOAN I DID NOT USE . i FILE COMPLAINTS WITH transportation CONSUMERS AND NEXT federal TRADE COOMMISSSION . i WAS FRAUDED FOR $****** MY BANK ALSO SHUT DOWN AUTO PAY DUE TO FRADULALENT CHARGING ME FOR A FLIGHT I DID NOT BOARD AND I WAS NOT NO SHOW. FLEX PAY UPLIFT STATED FOR THE MONEY TO BE SENT BAKC . i NOTIFIED DEPARTMENT OF TRANSPORTASION , TODAT FTC *** CONSUMER. 605PM RUAIL SUPERVISOR STATED A REFUND WILL BE ISUUED SENT BACK TO FLEC UPLIFT THEN HE EBGAN TO TALK SPANISH THE FEMALE EMPLOYEE STATED A REFUND I ASK FOR RECEIPT SHE ***** IN THE ******* MY SON IS SNAPNSIH AND BLACK TRANSLATED WHAT THEY WERE SAYING ABOUT ME .tHE NEXT DAY WHEN I HAD TO BOARD ANOTHER FLIGHT OVER DRAFTING *************** STATED 1 HOUR BEFORE I BOARD MY FLIGHT BACK HOME WITH ANOTHER COMPNAY I WAS GETTING A REFUND SENT BACK TO FLEX PAY AN EMPLOYEE PULL ME TO MET IN REST **** AND TOLD ME THEY ARE LYING TO ME THEY ARE MAD THAT I AM GOING TO CORPORATE AND THEY HAVE DONW THIS TO ALOT OF CUSTOMERS . THE SUPERVISOR GOT IN TROUBL E BEFORE AND IF I TOLD HE WILL GET FIRED HE GAVE INSTRUCTIONS TO PUT NO SHOW i WAS THERE THE CAMERA WILL SHOW

  

  Business Response

  Date: 03/18/2025

  Hi *****, 
  

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

  Your reference number is 5437.
  

  We are sorry to hear that your recent purchase did not meet your expectations. We will share your experience with our partners for further evaluation. However, please note that it is your responsibility to obtain a refund from the merchant. Once the merchant processes the refund and sends it to Upgrade, we will apply the refund to the balance of your loan.
  

  In the event that you receive a credit instead of a refund, or if a cancellation fee is applied, please be aware that you will remain responsible for the outstanding balance. If the refund amount exceeds your loan balance, we will ensure the excess is refunded to you.
  

  Upgrade will keep you informed throughout the process by email, notifying you when the refund is received from the merchant and when your loan balance has been adjusted. Additionally, you can monitor the status of your refund at any time by logging into your Member Portal.
  

  Here are some additional related topics for your reference:

  How long does it take for Upgrade to receive the funds from the merchant?
  - Each merchant has their own timeframe, we generally see funds within 30 Days. The best way to find this out, would be to contact the Merchant directly. 
  
  How long does it take for Upgrade to refund me?
  - After the funds are adjusted to the loan, within 5-7 business days, the refunding can take up to 7-14 business days. 
  
  Will I get a refund of all the money I paid?
  - This is based on your loan agreement and the amount that is refunded back to Upgrade from the Merchant. 
  - If the refund from the Merchant is more than the Balance Owed - Upgrade will apply funds to the balance of your loan.
  - If the refunded amount is more than your outstanding balance, we will refund that money to you. Note: Interest Accrued and Origination fee are not eligible for refunds.
  - If the refund from the Merchant is less than the Balance Owed - Upgrade will apply the funds to the outstanding balance of your loan. 
  
  How will I get my refund?
  - If you are due to receive a refund from Upgrade, we refund back to the original form of payment, for each individual transaction. We will first attempt to process the refund through the same method it was processed. If there are any limitations that prevent this from happening, we will then transition the refund to Zelle, and then a check as the final step.
  
  Do I continue to make my Monthly Payment, even if I'm waiting on a refund?
  - Yes. Please continue to make your Monthly Payments, to ensure we can continue to report to ******* that the loan is in good standing. If there is a Balance Owed on the loan, this means the loan remains open and is eligible for reporting. 
  
  Why did the Merchant only give a partial refund?
  - This is common when the Merchant does not process a full refund. Meaning, the amount Upgrade paid the Merchant is not the same amount that was refunded back to Upgrade. The best option to find out why funds may have been held, is to reach out directly to the Merchant. 
  
  I was issued a voucher/credit from the Merchant; what now?
  - If the merchant issues you a credit instead of a refund, your Flex Pay loan through Upgrade remains the same. Continue making your monthly payments and use the credit to make your next purchase when you are ready.
  
  Why didn't I receive a full refund from Upgrade?
  - This happens when the refund received does not pay off the balance owed. Interest accrued and the Loan Origination fee are nonrefundable. If you have more questions about this, your Borrower Agreement and Promissory Note is accessible in your Member Portal.

  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 Answer

  Date: 03/24/2025

   
  Complaint: 23050300
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/09/2025

  Type:Customer Service 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.

  On 2/25/25 I booked a flight with Volaris (see Volaris_flight PDF) and used Uplift as a payment option (Loan ************ was created); decided to cancel this booking later the same day (see Volaris refund PDF). I logged into my Uplift account and noticed that Loan was still active (first payment requested on 3/26/25) and reached out through the offered **************** form to inquire about the cancellation of this (see ************* ********. I reached out again 3/5 through direct email (as mentioned in Uplift cancellation FAQs): have not heard back from Uplift about cancelling Loan ************ as of the time I submit this. I have not paid any money to Uplift, since the flight was cancelled, but just wanting them to erase this loan from my account. I do have another active loan with Uplift (#************), which is for another booked Volaris flight, and this I do intend on making the required payments.

  

  Business Response

  Date: 03/12/2025

  Hi *******, 
  

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

  Your reference number is 5427.
  

  We apologize for the inconvenience this may have caused.

  After careful review, we would like to offer clarification regarding the issue you're experiencing.
  

  On February 26, 2025, you were approved for two loans, and Flex Pay by Upgrade made the payment to the merchant for the bookings as per the agreement. We understand that you have canceled one of these bookings.
  

  Our records show that loan ************ has been canceled, and no payment is currently due.
  

  If you have any additional questions, please feel free to contact our Customer Advocacy Team at **************, Monday-Friday, 7 AM - 6 PM MST, or by email at ***************************************************************.

  We appreciate the opportunity to address your concerns.

  Thank you,
  

  The Upgrade Team

  Customer Answer

  Date: 03/15/2025

  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

  Date:03/03/2025

  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.

  On 2/21/25, I searched Carnival Cruise Line for a cruise in 2025. I inadvertently click on "get an estimate, how much you can spend," which is financing by flex pay. I quickly filled out the requested information for preapproval. Carnival emailed that I was booked on a cruise that leaves less than 30 days. I called Carnival Crusie Line and Uplift/Flex Play. I was not interested in cruising in March 2025. I was prospecting cruises and checking to see if I qualified. Carnival said that Uplift paid for the cruise and that if I canceled the March 2025 cruise date, I would forfeit $1,038 of the $1,638. I explained this to Uplift, and they stated there was nothing that they could do. They state they can not cancel the loan even though I have not taken the cruise. This is the bait-and-switch tactic that Carnival and Uplift are using on consumers. The website is conflicting, and the link to pre-qualify for a cruise is under the "hold reservation" button. I even asked Carnival if I could move the itinerary booked for March to another month. Carnival replied, "NO". Which does not make sense? I value Carnival Cruise Line so much that I am willing to cruise at a later rather than request a 100% refund due to the unclear preapprovpreapprovalon ************ via Uplift. No one from either company has been able to assist me. Please advise; thank you so very much.

  

  Business Response

  Date: 03/11/2025

  Hi *****, 
  

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

  Your reference number is 5398.
  

  We apologize for the inconvenience this may have caused.

  After careful review, we would like to provide clarification regarding the issue you're experiencing.
  

  On February 22, 2025, you completed two applications with Flex Pay by Upgrade. One application was for prequalification, and the second application resulted in the approval of your loan with us. For the approved loan, we promptly paid the merchant for your booking as agreed.
  

  We understand the confusion this may have caused. Unfortunately, the refund is determined by the merchants policy, as Flex Pay by Upgrade solely acts as the financing company, as outlined in your loan agreement.
  

  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

  Date:03/03/2025

  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.

  The law clearly states a consumer reporting agency cannot furnish a account without my written instructions I havent given these accounts written permission to furnish these accounts on my credit report THIS COMPANY IS UNLAWFULLY REPORTING ON MY CREDIT ACCOUNT. THEY HAVE REPORTED AN ACCOUNT THAT I HAVENT AUTHORIZED AND THEY WILL NOT RESPOND TO MY MESSAGES,

  

  Business Response

  Date: 03/11/2025

  Hi Ashelli, 
  

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

  Your reference number is 5397.
  

  We apologize for the inconvenience this may have caused.

  We would like to confirm that you applied for a FlexPay account with ******************** on March 18, 2021, and were approved on March 18, 2021. We have reviewed your account with ******************** and would like to confirm that it is accurately reporting to the credit bureaus. On or about January 17, 2022, your account was 120 days past due and was charged off. On or about February 10, 2022, the debt was sold to **************************

  Loan ending in 8190 has been transferred to First Portfolio ****************, c/o *********************************** and communication has been sent to the email address on file.

  Upgrade, Inc. will not be servicing your account or collecting your payments. Upgrade, Inc. will stop accepting payments received from you. First Portfolio ****************. c/o *********************************** or its agent, will service your account and contact you directly regarding resolution of your account balance.
   
  For any inquiries regarding your account after this date, please refer to First Portfolio Ventures II, LLC c/o *************** Portfolio Services. 
   
  First Portfolio ****************. c/o *************** Portfolio Services
  ********************************************************************
  Peachtree Corners, GA 30071
  Phone Number: ************
  Email Address: *********************************

  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

  Date:02/26/2025

  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.

  This information does not relate to any transactions I have made. I did not give anyone authorization or consent to use my personal information. I hereby exercise my legal rights enacted by ******** and The ************************, which explicitly states when a victim of identity-theft dispute a fraudulent account on his/her credit report it shall be honored by all credit bureaus and all fraudulent information should be blocked within 4 days and proper notification shall be given to all data furnishers pursuant to section 605b of The Federal Fair Credit Reporting Act.1. ************. $0.00 Acct # *******

  

  Business Response

  Date: 03/05/2025

  Hi *******,
  

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

  Your reference number is 5346.
  

  We apologize for the inconvenience this may have caused.
  

  We are sorry to hear about your experience and we are currently investigating the issue(s) you reported.
  

  We have escalated this matter to our Claims Department.  They will send you an email with an update and next steps as soon as they are available.  We appreciate your patience as 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 appreciate your patience while we review this matter.
  

  Thank you, 
  

  The Upgrade Team 

  
  

• Initial Complaint

  Date:02/24/2025

  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.

  CELTIC ************ Balance: $161.00 It has come to my attention that, as of January 2025, Experian has been involved in a major lawsuit with the ************************************ (****). This lawsuit has raised concerns regarding the accuracy of data maintained by ******** including conducting sham investigations, which has impacted my credit report. This account was previously verified, and I have since sought legal counsel to clear my name of credit slander by your agency for verifying this erroneous LATE PAYMENT. After I received correspondence on your agency, it stated that the accounts I disputed were verified by your agency. Pursuant to 15 U.S. Code 1681i(a)1(a), I am demanding that your agency perform a reasonable reinvestigation to determine whether the disputed information is inaccurate and record the status of the disputed information.Pursuant to 1681i(a)(6)(B)(iii), A DESCRIPTION OF THE PROCEDURE USED TO DETERMINE THE ACCURACY AND COMPLETENESS OF THE INFORMATION SHALL BE PROVIDED TO ME THE CONSUMER. I am prepared to sue your agency, now, pursuant to 15 USC 1681o, for willful negligence on this matter, file a complaint with the BBB and also file a formal complaint with the attorney generals office. I am requesting a thorough re-investigation into my credit file, especially in light of the ongoing legal proceedings. Please ensure that all information listed in my report is accurate, up-to-date, accurate and in compliance with both federal regulations and your internal policies. I would appreciate confirmation of the completion of this investigation and any actions taken to address any discrepancies or inaccuracies. I AM ALSO DEMANDING THE MEANS BY WHICH YOU ARE VERIFYING THIS ACCOUNT!

  

  Business Response

  Date: 03/05/2025

  Hi ******,
  

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

  Your reference number is 5345.

  We apologize for the inconvenience this may have caused.

  We want to inform you that your loan ending in 8833 has been transferred to ******************************. Notification of this transfer has been sent to the email address we have on file for you.
  

  Please note that Upgrade, Inc. will no longer be servicing your account or collecting payments. Going forward, ******************************, or their authorized agent, will be responsible for managing your account and will reach out to you directly to assist with the resolution of your account balance.
  

  We understand that transitions like this can be concerning, and we want to assure you that ****************************** will provide the necessary support during this process. If you have any questions or need further clarification, please dont hesitate to reach out.
   
  For any inquiries regarding your account after this date, please refer to ******************************* 
   
  ***********************************;
  16 ******** Rd 
  St. Cloud, MN 56303
  Phone Number: **************
  Website: *******************

  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

  Date:02/20/2025

  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.

  I had thought my loan was paid off, but actually had a payment due in January. I realized that the final payment was still due on the last day in January that I could have paid and not incurred a 30 day late ****. My payment history is very important to me and I attempted to make the payment immediately that day. When I called in to pay with my debit card, it appeared that the payment was already being auto ran through my linked bank account. I hadn't used my bank account to make my payments since last summer as I had moved and didn't have access to my old bank account. I called to talk to a customer service *** and they were not able to help me make my payment. The agents on the phone had no ability to either cancel the bank account draft, or take a debit payment when the bank draft had already started. I made every attempt to make this payment on the day that I originally called to avoid a 30 day late charge. I was given no options to do so and told to "just wait for the bank draft to return". I wanted to talk to a supervisor or someone with the power to push another payment through and there was no one who could do so. I made the payment the day I was able to through the app. I requested to speak to someone in a credit ***orting department or agent and was told that no such thing exists.Because I made every attempt to pay with my debit card within the window of time, and was blocked by the technology of your company, I would like the late pay removed from my credit ***ort. This was an extremely frustrating situation.

  

  Business Response

  Date: 03/05/2025

  Hi *******,
  

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

  Your reference number is 5307.

  We apologize for the inconvenience this may have caused.

  After careful review, our records indicate that during our call on January 12, 2025, we informed you that once the payment is returned, your account would be over 30 days past due. We understand this situation may be concerning, and we appreciate your continued efforts in making payments through January 16, 2025.
  

  However, we want to ensure youre aware that, unfortunately, if payment is not received soon, your account will be reported as late. We understand the challenges this may cause and are here to assist you if you have any questions or need help in resolving the matter.
  

  Please feel free to reach out if you need further support or clarification.

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

  Thank you for your understanding and cooperation.

  Thank you,

  The Upgrade Team

  
  

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22969885
  
  I am rejecting this response because:

   

  if you review my first phone call, made January 11, that representative actually told me the payment would NOT be 30 days late.

   

  However, my complaint is about the fact that indeed made several attempts on Jan ******************************************************************************************************************************************* progress. I wanted to pay that day with my debit card, and if your system had had the proper capabilities, or a person with the clearance to do so, I would and should have been able have to.

  I did not set up the ach payment on Jan 11 to my account that was closed, and your system initiating and processing it on its own blocked me from being able to make the payment which resulted in the late mark. 

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

  

  Business Response

  Date: 03/11/2025

  Hi *******, 
  

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

  Your reference number is 5307.
  

  We sincerely apologize for the inconvenience this may have caused.

  Following a thorough review, our records indicate that during our conversation on January 12, 2025, we informed you that once the payment is returned, your account would become more than 30 days past due. We understand that this may be a stressful situation, and we genuinely appreciate your continued efforts to make payments through January 16, 2025.
  

  That said, we want to inform that 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 and understanding during this time.

  Thank you,

  The Upgrade Team