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: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 got Mt very first flex pay lain and my card expired. Their website will not take the new card, there is no reason for it either. They have NO WAY TO CONTACT ANYONE AT ALL. You can't call because no one will ever come on and it routes you to only self pay or nothing at all, hangs up on you. All I need to do is change the expiry and ccv BUT I CANNOT CONTACT ANYONE. This scam company ******* literally has a what's app option IN ******* for a customer service option. This is the biggest scam I've ever seen in my life and I can't belive BBB has given accreditation... clewlry something you can buy like a subscription and not merit based. I JUST WANT TO PAY MY BILLS AND FLEXPAY IS MALICIOUSLY PREVENTING ME FROM DOING SO TO ****** FEES THEY ARENT ENTITLED TO

  

  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 5305.

  We apologize for the inconvenience this may have caused.

  Upon reviewing your account, we noticed that Auto Pay was set up to process payments starting on February 20, 2025, with payments of $34.35 due through July 20, 2025. However, it appears that your payments were declined by your bank.
  

  - February 20, 2025 Auto Pay failed
  - February 21, 2025 Auto Pay failed (Retry message sent for February 28, 2025)
  
  You can always view your payment activity and account details by logging into your portal:
  1. Go to the Members Portal - Uplift.
  2. Sign in using the mobile phone number you provided when you applied.
  3. You'll receive a verification code to ensure your information is secure.
  4. Enter the verification code.
  5. Navigate to Loan Details > Payment Activity to view the full payment history.
  

  If you have any further questions or concerns, please dont hesitate to contact our Customer Advocacy Team. We're here to assist you in any way we can.
  

  You can reach us by phone at **************, Monday through Friday, 7 AM to 6 PM MST, or by email at ***************************************************************.
  

  Thank you again for your patience and understanding. We look forward to resolving any remaining concerns you may have.
  

  Best regards,
  

  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 a loan with UPLIFT for $765.21. I made payments of $255.07 on 4/9/23, 8/14/23, and 11/10/23 totaling $765.21. ************************* is attempting to collect $255.07. This account was paid in full to UPLIFT and ************************* has no right to a collection of a debt that is not owed. My credit has been negatively affected by this and I am very upset. I called UPLIFT and was told that even if the account was paid off it is possible that it was still sold to ************************* at a $0 balance. I asked if they had records of my payments and they stated that information was not available at the moment. I asked if they would be responsible for contacting the debt collector since it was sold to them in error and they stated I had to do it.

  

  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 5306.
  

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

  We do see your payment of $255.07 made to us on November 9, 2023. We are currently working with ***************** in attempts to resolve this issue.
  

  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 2-3 business days.
  

  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:02/18/2025

  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 November 20, 2024, I was charged $213.16 by Uplift from my USAA checking account, though the payment was intended to be made from another account. I contacted ********************** immediately, and they informed me they could refund the payment but advised me to reach out to my bank since the payment was still pending. I then contacted **** to dispute the charge AND close that debit card while they shipped out a new one, and they provided a temporary credit of $213.16 while investigating the issue.On January 13, 2025, **** reversed the temporary credit, stating that the payment was not made in error. I contacted Uplift again to confirm the status of the payment, and they stated that a chargeback was issued to my debit card on December 7, 2024. However, after reviewing both my paper and mobile bank statements for November 2024, the $213.16 was withdrawn from my account on November 20, 2024, with no record of any refund or chargeback in December.Since January 13, 2025, I have contacted **** over five times for clarification. As of today, February 18, 2025, the $213.16 is still missing. Uplift claims they do not have the payment, and **** insists the purchase was not made in error while also reversing the credit they initially provided. Despite Uplifts claim that a chargeback was processed, the $213.16 has not been returned to my bank account, and the payment is still due with Uplift. I need to know where my $213.16 is, as both parties deny having the funds, leaving me stuck in an ongoing dispute for the past three months. Now logging into ******************************, it now reflects that I was refunded on the 7th of December 2024 when I have yet to receive the money back.

  

  Business Response

  Date: 02/27/2025

  Hi **********, 
  

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

  Your reference number is 5273.
  

  We apologize for the inconvenience this may have caused.

  After further review, our recirds indicate that on November 20, 2024, a successful payment of $213.16 was processed from the card ending in 4239. However, on December 7, 2024, a chargeback request for the same amount was initiated by the bank for the card ending in 4239.

  Additionally, our records show that on January 15, 2025, a re-successful payment of $213.16 was processed from the same card, following the submission of proof that the charge was legitimate and the amount was owed at the time of payment. We understand that these matters can be frustrating, and we want to ensure clarity regarding your account. As of February 19, 2025, your account is currently 60 days past due. Please let us know if we can assist you further in resolving this.

  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: 02/27/2025

   
  Complaint: 22955549
  
  I am rejecting this response because:
  
  The card that was used initially was cancelled and replaced with a new card on November 20, 2024. So saying that on January 15th 2025 re-successful payment of $213.16 was processed from the same card is not a factual remark. Attached is PROOF that between 01/14/2025 - 01/16/2025 no re-successful payment was made on that same card. Additionally, YES my account is past due because I was never given the refund from the company named Uplift that is clearly making false statements about a refund that was never resolved.

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

  

  Business Response

  Date: 03/05/2025

  Hi **********,
  

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

  Your reference number is 5273.
  

  After carefull review, our recordsindicate that we found that a payment of $213.16 was successfully processed from your card ending in 4239 on November 20, 2024. However, on December 7, 2024, a chargeback request for the same amount was initiated by your bank for the same card.
  

  Additionally, on January 15, 2025, another successful payment of $213.16 was processed from the same card following the submission of proof confirming the legitimacy of the charge and that the amount was owed at the time of payment.
  

  We fully understand how such situations can be frustrating, and we want to ensure that you have a clear understanding of your account status. As of February 19, 2025, your account is currently 60 days past due. If you have any questions or need further assistance in resolving this matter, please don't hesitate to reach out. We are here to help.

  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

  Date:02/17/2025

  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.

  Loan ID: ************ Transaction Date: 8/1/2024 Total Transaction/Loan Amount: $2,223.84 Service: *************** flight tickets purchased through FlexPay (Uplift) payment plan The flights were cancelled due to a schedule change. *************** refunded in full the total transaction amount to the ******* loan; however, my refund amount was reduced by interest charges, which is absolutely ridiculous as I am not receiving any services. How is it okay for Uplift to take a portion of my refund?Nowhere on their website do they explain or emphasize the refund clause, not even on FAQ; it is only included in the borrowers agreement in Section 13, which was referenced to me in an email after my 4th contact attempt where I requested this issue be escalated to upper management. They "apologized" for not clarifying this sooner. I am trying to obtain the remaining portion of my refund and am extremely disappointed in the customer service responses I've received thus far.

  

  Business Response

  Date: 02/27/2025

  Hi ******, 
  

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

  Your reference number is 5269.

  We understand how frustrating this situation is, and we sincerely apologize for any inconvenience it may have caused.

  After thoroughly reviewing your request and the details outlined in our Borrower Agreement, specifically Section 13 regarding Reductions, Refunds, Return of Goods, and Cancellation of Services, the third paragraph states: "You also agree that, unless applicable law requires otherwise, you will generally not receive a rebate of any interest that may have already accrued on an amount that later gets refunded."
  

  We understand that this may not be the outcome you were hoping for, and we genuinely empathize with your situation. Unfortunately, we are unable to reverse the contract or make exceptions at this time. Please know that we are here to assist you in any other way we can.
  

  If you have any further questions or concerns, please feel free to contact our Customer Advocacy Team. We are here to assist you in any way we can.
  

  You can reach us by phone at **************, Monday through Friday, 7 AM to 6 PM MST, or by email at ***************************************************************.
  

  Thank you again for your patience and understanding as we work to resolve any remaining concerns.
  

  Best regards,
  

  The Upgrade Team

• Initial Complaint

  Date:02/14/2025

  Type:Order 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.

  Filled out an application for Virgin cruise was denied with no specific reason. Was approved when it was uplift and we are in good standing and paid our last cruise off in full. Has recently been changed to flex pay there is no reason why we were denied My daughter and her fiance were also denied everybody has good credit we don't understand why we were denied and they did not give us a reason. Will not use them again They are unprofessional and they don't give you a reason why you're denied.

  

  Business Response

  Date: 02/24/2025

  Hi Samara, 
  

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

  Your reference number is 5255.
  

  We apologize for the inconvenience this may have caused.

  After careful review, it appears we were not able to approve you at this time based on the information you provided, Upgrade has disabled your ability to obtain further financing through Upgrade.

  We understand this can be frustrating, and we apologize for any inconvenience this may have caused.
  

  For further details in regard to the rights reserved by Upgrade ***** you can visit our website at *********************************************************** to view our Terms of Use.
  

  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:02/06/2025

  Type:Customer Service 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.

  Hello, I have discovered that my account has been disabled despite being a reliable customer who consistently pays on time and occasionally pays off the balance early. I have been attempting to restore my service for nearly four years. Furthermore, my husband submitted an application, and his account was also disabled, although he had never utilized their service before. This situation does not make any sense whatsoever.

  

  Business Response

  Date: 02/12/2025

  Hi Sapphire,
  

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

  Your reference number is 5189.

  We apologize for the inconvenience this may have caused.

  Weve reviewed your application, and unfortunately, based on the information provided, we are unable to offer you financing at this time. As a result, your ability to obtain further financing through Upgrade has been disabled. 

  You can review the details of this decision in your Member Portal under the Adverse Action notice. For more information, please visit our terms and conditions at ***************************************, specifically section 2.6 regarding Discontinuation and Termination.

  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: 02/13/2025

   
  Complaint: 22907101
  
  I am rejecting this response because:
  Its the same message they told me. And still they're not able to tell me why its been disabled. I would like to hear a more detailed explanation.
  
  Sincerely,
  
  Sapphire Cage

• Initial Complaint

  Date:02/05/2025

  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.

  After recently reviewing my credit report from your company, I noticed several inaccuracies that need to be addressed. The accounts in question are listed below:?Company Name: UPLIFTINC Account #: 6323**** Balance: $0.00 Under the Fair Credit Reporting Act (15 U.S.C. 1681g), I am formally requesting copies of all documents in your records that were used to verify the accuracy of these accounts. Please provide these documents in your response to this letter.I respectfully ask that you do not reply with a generic statement claiming the accounts have been verified. Instead, I expect to receive the actual records supporting this verification. If no such documentation exists, these disputed accounts should be removed from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA.Including unverified or inaccurate information on my credit reportand continuing to share it with third partiesunfairly damages both my credit standing and my reputation. I ask that you take this matter seriously and resolve it as soon as possible.

  

  Business Response

  Date: 02/12/2025

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

  Your reference number is 5192.

  Based on the available information you provided through the Better Business Bureau submission, we are unable to locate your account information to proceed with our investigation. 
  

  Please contact our Customer Advocacy Team at **************, Monday- Friday, 7am-6pm MST, or by email at ************************************* so we can continue to review this matter. 
  

  Thank you, 
  

  The Upgrade Team
  
  

   

• Initial Complaint

  Date:02/04/2025

  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.

  Flex put the wrong payments in t o our portal, took the wrong amounts from.our bank account, and then told us it was our problem and to contact our rental management company. They have no contact phone to call. All correspondence is done through email by a bot. We can not get a resolution through this company and am now looking at an eviction.

  

  Business Response

  Date: 02/10/2025

  Hi *******, 
  

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

  Your reference number is 5163.
  

  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 Home - Flex: Rent Solutions and Financial Management  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

   

• Initial Complaint

  Date:02/03/2025

  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.

  Uplift/******* has been unresponsive to my emails and their customer service number is worthless. I have questions as to why my information cannot be verified and I cant get through to anyone. What type of company are you that you have no way of answering questions??

  

  Business Response

  Date: 02/10/2025

  Hi *****, 
  

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

  Your reference number is 5162.

  We sincerely apologize for the inconvenience this may have caused.

  After careful review, it appears we were not able to approve you at this time. We understand this can be frustrating, and we apologize for any inconvenience this may have caused. 

  At this time we regret to inform you based on the information you provided, Upgrade has disabled your ability to obtain further financing through Upgrade.
  

  For further details in regard to the rights reserved by Upgrade ***** you can visit our websit at at *********************************************************** to review our Terms of Use.
  

  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:02/01/2025

  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.

  Today a 1/31/2025 a charge of $6,456 showed on my credit report from uplift. I did not recognize charge so when I called the customer service number they claimed that I used uplift to book a trip in October 2022 on cheap *************. I have never used this site to book a trip and I never went to ****** to stay at ******************. When I called to file a complaint. I was given limited information and said they would have to investigate the charge. I asked them if I did do this, why wait until 2025 to put it on my credit as it looks like whoever stole my identity, never made a payment. Im very upset about this charge because I dont see how it took them 3 years to notice this account. They claimed that the company was acquired but it does not make since to me. Either way the charge is not legit and I need answers as to why this was put on my credit report. I would assume if you sign up for a loan to take a trip, at some point there would be mail correspondence about payment or even an email. Its most definitely a fraudulent charge and since it took them 3 years to realize someone owed them money. I want answers!

  

  Business Response

  Date: 02/10/2025

  Hi *****, 
  

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

  Your reference number is 5145.
  

  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. 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