ComplaintsforUpgrade, Inc.

• Initial Complaint

  06/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My checking account has gone into some kind of suspended status. I have bills I need to pay & direct deposits that will post to the account. Im being told I have to wait for an email which is absurd. *** tried to rectify the issue on the account multiple times to no avail. Im being met with the run around about an email. What ever the issue is please contact in regards to get this worked out so I can go on with my life as its holding me up from taking care of my family.

  

  Business response

  07/01/2024

  Hi *********, 
  

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

  Your reference number is 3901.
  
  We would like to confirm that the temporary restrictions on your Rewards Checking account have been lifted. You may now resume normal account activity.

  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

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spoke with a representative 1 on June 4th to postpone loan & credit card payments to the 14th for my accounts. There are four accounts total. They took out the payments on the due dates for two of them, still had them set up to take out a second time on the other two. Representative 1 did not cancel the autopay when she set up the postponement. Therefore multiple payments for each account were set to come out in one month. This error caused my checking account to go into the negative. I called on June 11th after I found out they were taking the payments out ahead of the 14th. I spoke with representative 2. Representative 2 who told me how to file the complaint via email was very helpful and stated she could see where the original representative made an error. I called again June 14th to confirm autopay was shut off for these accounts as it looked like it was still on after speaking with the 2 other representatives. As a customer I'm not able to turn my autopay off, this was not an option on my end. This call was with representative 3. The last representative I spoke with on June 22nd was very rude, her name is ********* with the "leadership team". From the second she picked up she had a attitude, told me they would never pay my overdraft fees, "that just won't happen". That if I didn't ask for autopay to be turned off it would be my fault. I asked for my payments to be postponed from the due to to another due date. That very clearly means autopay should be turned off for that particular payment. It doesn't get much clearer than this. She told me they have to review the call, which they have already. That I can't hear my own call without a subpeona. They will not let me speak with a supervisor or manager via phone. It all has to be via email. This is unacceptable when you are playing around with someones funds that are needed for bills, groceries, etc. I would like a resolution of my $448 in OD fees refunded promptly. Upgrade has all supporting documentation.

  

  Business response

  06/28/2024

  Hi ****, 
  

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

  Your reference number is 3901.
  

  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 2-3 business days.
  

  We appreciate your patience while we review this matter. If you have any additional questions, please contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at *************************************. 
  

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

  Thank you, 
  

  The Upgrade Team 
  

  
  

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Upgrade bank refuses to release my funds to me after 3 weeks of being on hold. I have called, emailed and tried everything to release these funds. They claim fraudulent activity which I verified was all me and they still wont release my funds. There is almost $1600 in the account, two paychecks (paid by-weekly) have been deposited. Without these funds I do not have access to gas, life saving medicine, food, dog food or the ability to buy water. I am at risk of getting my power shut off and it is over 90 degrees where I live. I have to fill my water up at a neighbors house since I live on a well I cannot drink water from my tap and do not have the funds to purchase gallons from the store. They have given me no estimate of when they can release the funds. Most banks it takes 3-10 business days. Its been 3 weeks. This is unfair business practices. I already have been diagnosed with severe anxiety and panic attacks and this is causing so much undue emotional stress. I cannot buy the prescription medicine that keeps my anxiety at bay.

  

  Business response

  06/28/2024

  Hi ******, 
  

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

  Your reference number is 3899.
  

  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 2-3 business days.
  

  We appreciate your patience while we review this matter. If you have any additional questions, please contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at *************************************. 
  

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

  Thank you, 
  

  The Upgrade Team 
  

  
  

  Customer response

  07/02/2024

   
  Complaint: 21885221
  
  I am rejecting this response because: It has now been the allotted 2-3 business days and a consumer advocate from the bank has not reached out to address my issue. They have told me to be patient for 32 days now. My account is still frozen and I need access to this money. 
  
  Sincerely,
  
  ***********************

  

  Business response

  07/05/2024

  Hi ******,

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

  Your reference number is 3899.
  

  This email is to inform you that the temporary restrictions on your Rewards Checking account have been lifted. You may now resume normal account activity.

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

  We appreciate the opportunity to address your concerns.

  Thank you,

  The Upgrade Team

  
  

  Customer response

  07/10/2024

  Better Business Bureau:
  

  The response is not satisfactory however my issue has been resolved
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My premier savings account with ******************** was suspended due to my attempt to add an external account, with the purpose of adding more funds into the savings account. I called the same day and provided explanation and verification - the account I was trying to add was in my husband's name. My husband was also on the line to provide verification information. I was told by the agent that a "back office" is reviewing the account suspension and will resolve the issue in 2-3 business days. It has been a week with no updates, my account is still suspended and the money in it frozen. When I called again I was told that the "back office review" can take "up to months" and there is no explanation or reason for why the indefinite delay is occurring, nor could the agent tell me why the account remains suspended.

  

  Business response

  06/27/2024

  Hi ********, 
  

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

  Your reference number is 3887.
  

  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 2-3 business days.
  

  We appreciate your patience while we review this matter. If you have any additional questions, please contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at *************************************. 
  

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

  Thank you, 
  

  The Upgrade Team 

  
  

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had several unauthorized fraudulent transactions processed on my cards for my lines of credit with Upgrade. I disputed the items wrote my statement, filed a police report and stated I am willing to prosecute and upgrade denied my claim and told me that it is due to a non-fraud pattern I worked for multiple days with different employees of the company, pleading with them that I did not make these transactions and to please thoroughly investigate this claim, but they chose to deny my claim and said theres nothing else they could do for me

  

  Business response

  06/21/2024

  Hi ******,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3882.
  
  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 PT, or by email at *************************************. 
  
  Thank you, 
  
  The Upgrade Team
  

• Initial Complaint

  06/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  NOTICE TO AGENT IS NOTICE TO PRINCIPAL NOTICE TO PRINCIPAL IS NOTICE TO AGENT I am writing to formally notify you of the identity theft that has resulted in fraudulent accounts being reported in my name. Under 15 U.S.C. 1681c-2, I demand an immediate block of this erroneous information from my credit report.Pursuant to 15 U.S.C. 1681c-2, you are required to:Block the reporting of any information related to the fraudulent accounts identified as a result of identity theft.Do this promptly, so that these fraudulent accounts no longer appear on my credit report.Ensure that the blocked information is not reported to other credit reporting agencies.Additionally, under 15 U.S.C. 1692g, I am exercising my right to request proper debt validation. You are required to provide the following within 30 days:Verification of the amount of the debt.The name of the original creditor.A copy of the judgment (if applicable).Proof that you are legally authorized to collect this debt.Copies of any documents that prove I agreed to pay what you claim I owe.Failure to comply with these legal obligations will leave me no choice but to hold you civilly liable under 15 U.S.C. 1692k for defamation of character. The continued reporting of these fraudulent accounts and the lack of proper debt validation are damaging my creditworthiness and reputation.Please be advised that I expect a prompt and thorough response. If these accounts are not removed and the required validation is not provided within the stipulated time frame, I will pursue all legal remedies available to **** look forward to your immediate action to resolve this matter.

  

  Business response

  06/21/2024

  Hi ******,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3875.
  
  After careful review of your claim and the documents provided to us, we are unable to substantiate your claim of identity theft. Upgrade is unable to proceed with confirming your identity theft claim without the requested additional information from you. As such, the case associated with your claim will remain closed.
  
  Please note, the investigation into your claim does not alter the terms and conditions of your account or your outstanding account through ********************. We will reopen our investigation if you are able to provide the additional evidence requested.
  
  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday- Friday, 7am-6pm MST, or by email at **************************************
  
  Thank you,

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. I applied for and was pre-approved for an Upgrade loan.2. After completing the upload documents, as well giving verbal acceptance of terms (3 times), I was told by a representative that she approved my loan, and that I would be receiving next step emails.3. I was left a voicemail by Upgrade, and called and spoke to ********. ******** was rude, aggressive, and requested me to input bank information that was already on the website. When I pointed out that the information was already on the site, he claimed that he needed the automatic login or a call with my bank to confirm it. I removed and reinput the bank information. Then he claimed that he couldn't approve the loan because there was no proof of direct deposits. 4. I pointed out that there were monthly wire transfers made from my place of employment. He claimed this wasn't sufficient, and said he would deny it. I wrote ***************** to ask why I could be approved and denied, and the claim was I was re-approved, but a phone call with my bank.5. I explained that because my place of employment is located in *****, money is deposited into a Japan account, and then transferred to my USbank account.6. I had many calls with Upgrade representatives and tell me a different thing. 7. Finally, I was told by ******, that if I uploaded my paystubs, I would be approved.8. Again, I was given the runaround, and finally denied by ***** (who kept saying that a ************ couldn't be verified--please note, I said clearly *****).9. I provided pay-stubs, verification of employment, etc 10. Again, the reason for denial was "proof of salary" which I provided. When I wrote pointing out that website does it say direct deposit verification is required, only paystubs, Upgrade declined to respond. 11. I believe I was harassed, profiled, and my time was wasted this past two weeks.If I was *******************, I do not believe I would have spent the last two weeks being engaged in this phone circus with Upgrade.

  

  Business response

  06/21/2024

  Hi ***,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3874.
  
  We want to thank you for providing us with your feedback and letting us know that our service did not meet your expectations. We will use this feedback in order to improve our overall customer experience. We appreciate you taking the time to bring this to our attention.
  
  As part of the application process, we requested for you to submit pay stubs from your employer to verify the income that you stated on your application.  Based on our review of the documentation submitted, we were unable to verify your income since you do not receive direct deposits that could be validated. As a result, your application was denied on June 12, 2024. An Adverse Action Notice was emailed to you on the same day. Please refer to the emailed Adverse Action Notice for additional information.
  
  We would like to assure you that Upgrade does not discriminate on the basis of race, color, religion, gender, gender expression, gender identity, age, national origin, disability, marital status, sexual orientation, military status, or public assistance status, and customers who in good faith exercised their rights under the Consumer Protection Act.
  
  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday-Friday, 7am-6pm PT, or by email at *************************************. 
  
  Thank you, 
  
  The Upgrade Team
  

  Customer response

  06/22/2024

   
  Complaint: 21840740
  
  I am rejecting this response because:
  It is entirely inaccurate, which would be clear if my mail and the attachments were properly read. Included in my original attachments was proof of direct deposit that was submitted to Upgrade upon request. Additionally:
  
  1). Nowhere on the Upgrade Website does it state that direct deposit is a requirement for income verification.Nor does it state that the employer must be based in *****************. Only that the applicant must be a US citizen, which I am by birth (I might add that my family has a long line of active service and duty in the **).
  
  2). As confirmed in the email history I sent, I was informed that my application was reopened.
  3). I was called repeatedly by ********* who left many voicemails not explaining why he was calling (see transcripts) after my loan was allegedly declined and the re approved.
  4). When I returned the call I was told by ***** that after I provided pay stubs it would be approved
  5). I provided pay stubs for 3 months, that showed the direct deposit as well as the breakdown of my salary. I also provided , I also provided bank information for my ************** copies  of wire transfers to my US bank, my employee work page and phone number.
  6). No additional information was required to show proof of income and employment.
  7). Each time I called more and more personal information was required, which often conveniently could not be uploaded to the secure site.
  8) Each time I called or was written, I was given a different story. Furthermore, employees of your company refused to state many things in writing.
  I will reiterate that Upgrade employees:
  1). Intentionally misrepresented requirements
  2). ******* claimed a need for information only to receive highly sensitive documents for potentially nefarious purposes such as identity theft
  3). Are either completely dishonest or uniformed of policy, and thus each time gave a different story when I called.
  4).. Additionally, while not mentioned in my first email due to space requirements, as soon as ***** reopened my application, everyday I would receive phone calls from ******** (who as previously mentioned asked me to re-enter bank information several times that was already on the system). I am providing a sample of the transcripts of his constant messages, however I deleted many of the messages and calls, and frequently clear missed calls from my phone, so it is not the full amount.
  5). If you truly record phone calls  (as you claim) and if you actually reviewed this case (as you also claim), what I am stating would be more than evident.
  I am maintaining my statement of discrimination and harassment.  Your assurance means nothing, as many companies have that assurance and do not act accordingly.  Additionally, I will only feel comfortable conducting communication had with the Upgrade company through the BBB, as past communication with Upgrade is why I contacted BBB in the first place.
  
  I am reiterating my request that written confirmation that:
  1). my personal and work information has been cleared from your system and cannot be accessed by your employees. I have experienced identity theft only once before from  within a company, and if any occurrences happen after this period I will immediately suspect Upgrade employees of malicious intent.
  2). Any impact Upgrade may have had on my credit score be resolve (also with written confirmation).
  
  Sincerely,
  
  *****

  

  Business response

  06/28/2024

  Hi ***, 
  

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

  Your reference number is 3874.

  We want to thank you for providing us with your feedback and letting us know that our service did not meet your expectations.

  We will use this feedback in order to improve our overall customer experience and appreciate you taking the time to bring this to our attention.

  We would like to assure you that Upgrade does not discriminate on the basis of race, color, religion, gender, gender expression, gender identity, age, national origin, disability, marital status, sexual orientation, military status, or public assistance status, and customers who in good faith exercised their rights under the Consumer Protection Act.

  We would also like to confirm that Upgrade is required to retain consumer credit application information to comply with Federal regulations. Protecting your personal information is very important to us. To protect your personal information from unauthorized access and use, we maintain security measures to comply with federal law.  How we collect and share information about you is described in our Terms of Use and Privacy Policy and Federal Privacy Notice, which are available on our website.

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

  
  

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was issued two identical refunds in the amount of $507.30 via Apple Pay on May 28th. To my **** Upgrade card account. ******************** **** completely hid the second refund. Told me it wasnt issued and to contact the issuer. Which I did and they provided me the proof. I also contacted Apple Pay to insure that they agreed both went through. At which time I contacted upgrade. They admitted to getting both refund's. Yet never credited the second refund to my account. Yet claimed that they did credit it. All this time they are charging me interest on the unissued refund balance. On June 11th they told me they were going to issue the refund but couldnt remove the two weeks of interest they illegally charged me on the refund they tried to hide.

  

  Business response

  06/20/2024

  Hi ****,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3869.
  
  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 PT, or by email at *************************************. 
  
  Thank you, 
  
  The Upgrade Team
  

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 3rd 2024 I got an email saying my account had been suspended. There was a message in my app saying to call a support number for more information and help. I called the number and was told that, "yes, [they] can see that my account is suspended but [they] have no idea why."Apparently the number on the app for help connects you with a department that does not have access to 1. fixing the account or 2. even identifying what is the reason for the suspension. I asked to be connected to the department that could and I was told that we would have to wait for an email from them explaining the reason before anything could be done. Several days passed. I called again and still was told nothing. I asked for an estimate for how long it might be before the suspension was reviewed. "We can't really say, it could be tomorrow, it could 'longer'." At this point I've not had access to my money for an entire week and still I have not received any indication as to why or when this issue will be resolved. I emailed the suspension people and they said it was auto flagged and that we would just have to wait. This is unacceptable from a financial service, this money is needed and the premise by which I signed up for this service was that I would have access to it instantly, at all times. Now I have to suffer the financial consequences of trusting Upgrade **** with my money and they can't even tell me why or when this will end. It is June 11th, 8 days have passed now.

  

  Business response

  06/20/2024

  Hi *****,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3870.
  
  We want to thank you for providing us with your feedback and letting us know that our service did not meet your expectations. We will use this feedback in order to improve our overall customer experience. We appreciate you taking the time to bring this to our attention.
  
  As of June 13, 2024 the restrictions applied to your Savings Accounts have been lifted.
  
  If you have any additional questions you may contact our Deposit Servicing team by dialing **************, Monday through Friday, 6am-8pm MST and Saturday through Sunday, 7am-6pm MST.
  
  We appreciate the opportunity to address your concerns.
  
  Thank you,
  
  The Upgrade Team 
  

• Initial Complaint

  06/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I applied for a loan with Upgrade on 5th of June 2024 to pay off and reduce debt in addition to to making a major purchase.I was contacted by a male customer service person on June 6th about documents that I submitted directly from the *** website.He told me to only submit Schedule C and I complied immediately.On June 7th ***** from Upgrade told me that my income could not be verified as 2.8 million annually.I corrected him by stating I submitted ********* and I tutor so I would not make that mistake then I immediately checked my application while ***** was on the phone with me. The annual income information had been removed, it was blank except the additional income of 4,500.00.I submitted my annual income as *********;My annual income was changed to 2.8 million annually then deleted .The annual amount could not be verified forcing me withdraw the application after giving my Bank Information for automatic withdrawal. I asked ***** why did all this occur if my application was Not approved. It is not normal for anyone to apply for a 60 month longterm loan if their annual income is 2.8 million or for the person applying for the loan to give banking information before the approval.This loan process was predatory because I was deceived into giving my banking Information before the process was completed and information was changed and removed from my loan application.I have proof of what occurred.This is the only loan I applied for this year and it appears that my information was leaked or shared.

  

  Business response

  06/19/2024

  Hi *****,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3866.

  We want to thank you for providing us with your feedback and letting us know that our service did not meet your expectations. We will use this feedback in order to improve our overall customer experience. We appreciate you taking the time to bring this to our attention.
  
  Our records indicate that your application was withdrawn on June 7, 2024. You are welcome to reapply with us again at any time by visiting our website at ************************************.
  
  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday-Friday, 7am-6pm MST, or by email at *************************************.
  
  Thank you,
  
  The Upgrade Team

  Customer response

  06/24/2024

   
  Complaint: 21825274
  
  I am rejecting this response because: My application was withdrawn as a result of my annual income on the application being changed  after submission for pre-approval to 2.8 million annually.This  amount was changed on my application as well as unverifiable.

  The action of requiring my bank Information to finalize this loan in this manner lead me to believe I was approved for this loan is predatory and deceptive in business.I have provided proof of this  to your business in screenshots.

  Your response to why my bank Information was required before approval especially after submitting all documents required including taxes directly from the *** website?

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

  

  Business response

  06/28/2024

  Hi *****, 
  

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

  Your reference number is 3866.

  We want to thank you for providing us with your feedback and letting us know that our service did not meet your expectations.

  To better understand why your application was not approved, you can review the adverse action notice that was provided to you by signing in to your Account Summary and clicking on the link provided. 

  If you have any additional questions or concerns, you may contact our **************** team by calling our toll-free line at **************, Monday through Friday, 5 am-7pm, Saturday and Sunday 6 am-5 pm Pacific Time.

   Thank you,

  The Upgrade Team
  
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩