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:05/04/2025

  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.

  Greetings, in May 1, 2025, I received an email from Upgrade that my checking plus account was suspended due to unexpected activity. So I called them for an explanation of the unexpected activity. They informed me that they didn't know what the unexpected activity was that's why it's under review to see what happened. This review could take 30 to 90 days of which is unacceptable because my rent which is due, May 3, 2025 and my livelihood is now being compromised. I'm a disabled senior who is now retired on a fixed monthly income. All my bills are automatically paid through my Upgrade checking plus account. I have no other means of paying my bills. My doctor has placed me on hone rest because I inadvertently lost my footing and may have ruptured or torn my Achilles tendon and my right foot has been placed in a cast like splint under I can see an Orthopedic physician because the pain is very excruciating. I requested Upgeade to immediately send a check with the balance of $2,278.20 remaining in my checking plus account via overnight or priority mail express so that I can pay my rent and bills that are due this month. They just said that I have to wait until they have completed their review. We'll, that's unacceptable because I can't wait that long. I don't want to be evicted, have my utilities, my internet or phone cut off nor not be able to buy groceries. Please assist me in resolving this and expediting a check so that my livelihood won't be compromised. Thank you

  

  Business Response

  Date: 05/06/2025

  Hi Wynemia, 
  

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

  Your reference number is 5844.

  We apologize for the inconvenience this may have caused.
  
  We understand your concern and want to assure you that your accounts are currently under review. At this stage, we are unable to provide specific details regarding the reason for the suspension or any actions being taken. Rest assured, the review process is ongoing, and we are working to resolve the matter as quickly as possible.
   
  We know how important this is, and you will receive an email notification with an update as soon as there is any new information or changes regarding the status of your accounts.
   
  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 process.

  Thank you,

  The Upgrade Team

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23285246
  
  I am rejecting this response because the suspension was due to unexpected activity which is not acceptable.  I have a right to know what this activity was so that I may add an extra layer of security like a 2FA.  But I'm being left in the dark as if they're hiding something that their own system may be responsible for and I'm being punished. This is my account where I'm trusting my income to be deposited and kept safe. Time is of the essence and very crucial to be resolved. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:05/03/2025

  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.

  This company has predatory fees. I paid off my account of ***** balance went and borrrowed 1k and they lowered my card balance to 1k which put me over in available credit. The worst company ever.

  

  Business Response

  Date: 05/06/2025

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

  Your reference number is 5843.
  
  We took a look into this, and it appears your credit line was decreased through a periodic review of your account. We understand this can be frustrating when you are trying to improve your financial situation, and we apologize for any inconvenience this may have caused. 
  

  To better understand why your credit line was decreased, you can review the Adverse Action Notice that was provided to you.
  
  To view your Adverse Action Notice In your Upgrade Account dashboard, please follow the steps below:
  

  1. Login to your Upgrade Account
  2. Select "View Loan Documents"
  

  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:04/29/2025

  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 have a checking account with ********************. I have monthly direct deposits. I had an appt. with a provider and it was cancelled. I prepaid the appt. in the amount of $350. This amount was immediately taken out of my account. I requested a refund and they immediately issued the refund and sent me a text message confirming it . I did not see my account credited with $350. I called Upgrade and they confirmed the refund but said it would not be credited until 5-29-2025 and the date I called Upgrade was 4-28-2025. I was 52 cents overdrawn. They said the merchant placed a hold on it for 30 days . I immediately contacted the provider and they said "we never put a hold on any refund. I made a 3 way call with Upgrade so they would hear this. Then they said the provider must send a letter. The provider graciously sent a letter and I forwarded it to Upgrade. The employee of Upgrade said this was not acceptable and I had to fill out "their" form. My statement showed where $350 was deducted and then it shows a $350 credit. They said it remains pending and the provider could decide to change their mind and recharge me. I was upset because nothing made sense. I said "send me your form". They replied this would take 5 business days to send it to me via email and then they said after they receive it, it can take up to 30 days for them to decide if I could have my refund.I have cancer and needed that refund to get my prescriptions filled. I have never ever heard of this practice in my life and I am 70 yrs old on a fixed income.Upgrade has basically stole my own money. They are refusing to give me my refund for 30 days. I have no reoccurring auto payments. Upgrade is doing this because they choose to. They want that interest and they want to charge me overdraft fees daily because I am in the red for 52 cents. THIS IS SO UNFAIR. I told the clerk I want to close my account and she replied "your refund will take alot longer to process" than 30 days.Please help me with this.

  

  Business Response

  Date: 05/06/2025

  Hi *****,
  

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

  Your reference number is 5800.
  

  After carefully reviewing your account, we can confirm that the funds were successfully applied. 
  

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

  We appreciated your patience while we resolved this matter.
  

  Thank you, 
  

  The Upgrade Team 

• Initial Complaint

  Date:04/28/2025

  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.

  My upgrade checking and savings account were suspended without any notice on 4/7/2025 and despite my numerous calls with customer service no one is able to provide clear reason why and what's my next steps. All I am told is just keep waiting till I get an email notice. Request to provide clear explanation to restore my access to my account or return my funds ASAP.

  

  Business Response

  Date: 05/07/2025

  Hi *****, 
  

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

  Your reference number is 5798.

  We are sorry to hear about your experience. Rest assured, our team is working diligently to conclude this review as swiftly as possible. At this time, no further is needed from you.

  We'll be in touch directly via email with the outcome and any necessary next steps once the review is complete. 
  

  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 as we review this matter.
  

  Thank you, 
  

  The Upgrade Team 

• Initial Complaint

  Date:04/25/2025

  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.

  Upgrade *** this account was open by identity theft, This account was open on 11/30/2021 taking the necessary steps to have this account removed from all three credit reporting agencies also all three credit bureaus have been notified.

  

  Business Response

  Date: 05/02/2025

  Hi Lavoree,
  

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

  Your reference number is 5786.
  

  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 look forward to assisting you.
  

  Thank you, 
  

  The Upgrade Team 

• Initial Complaint

  Date:04/25/2025

  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 laid off from my job and attempted to make payment arrangements. I spoke with three different people who all gave me different answers and wouldnt help me because they thrive and get credit/commision for getting someone to make a payment. They willingly allowed my account to go in a charge off status when I attempted to set up a payment plan. I was bullied, insulted, and discriminated against. Their collections department was completely fine with sending my account to a charge off status and ruining my credit.

  

  Business Response

  Date: 05/05/2025

  Hi *****, 
  

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

  Your reference number is 5769.
  

  Upgrade makes it a priority to take into account our customers' concerns to improve our customer experience. We appreciate that you took the time to let us know that our service did not meet your expectations.
  

  After careful review of your account, we regret to inform you that we are unable to approve you for our hardship program at this time. We understand this may be frustrating and apologize for any inconvenience.
  

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

  Thank you,
  

  The Upgrade Team

• Initial Complaint

  Date:04/25/2025

  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.

  My rewards checking account was suspended due to suspicious activity back in February its now April 25 2025 was told my funds would be disbursed to my new bank within 7 10 business days still havent received my funds out of my account this is ridiculous cant pay my bills due to my money in a account I can no longer use

  

  Business Response

  Date: 05/06/2025

  Hi Jawarren, 
  

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

  Your reference number is 5771.

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

  You will receive a response once our investigation is complete.
  

  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:04/25/2025

  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 reached out to Upgrade in August 2024 regarding reopening my dispute case. As per usual, they said someone will get back to me and they never did. Hopefully they will actually answer this complaint. When the original transaction happened I had called to do a stop payment THAT DAY as I figured out it was a scam and my information was now compromised. Upgrade had previously denied my disoute and refused to let me speak with management because I could PROVE that the dispute was founded and they didn't want to fix their error. When another company tried the same scam again over a year later, it CONFIRMED it for me. I even consulted with a lawyer who said it is a "well-known" scam and Upgrade should have assisted me immediately. I have only ever had ONE person be HELPFUL when calling into Upgrade but he wasn't in the dispute department unfortunately. The last time I called Upgrade, I was promised to have their findings sent to me as they said they confirmed *************** received the payment. This is absolutely not true because when I call, *** doesn't even have records of the account anymore. I have been transferred to at least 5 different departments at *** and there are ZERO records. The payment is crippling me as a struggling single mom. I lost my job at the end of last year and I cannot keep paying on something I do not owe. Given the fact, I called the night of the transaction, a stop payment could have been done. Not to mention the "lawyers" who were "filing suit" have had 5 different business names over the time I've been calling their number. The evidence is clear as day but Upgrade refuses to help. I hope this plea may get someone to help me. I will never use Upgrade or any service suggested by Credit Karma again. They are scammers as well.

  

  Business Response

  Date: 05/06/2025

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

  Your reference number is 5773.

  We apologize for the inconvenience this may have caused.
  
  We understand this may be disappointing, but we had to decline the dispute because the merchant confirmed that the cardholders payment was successfully received by the bank.
  

  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.
  

  Best regards, 
  

  The Upgrade Team
  
  

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23248634
  
  I am rejecting this response because: the payment was to be received by *************** for an old credit card debt. They did not receive it. I have called them several times and been transferred to several departments and no one has any record of it. Upgrade has promised to send me the information about the money being received twice and I have never received it. Their fraud protection is a scam. 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 05/12/2025

  Hi ******, 
  

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

  Your reference number is 5773.
  

  We sincerely apologize for the inconvenience this may have caused.

  We truly understand how disappointing this may be. After careful review, we had to decline the dispute because the merchant confirmed that the cardholders payment was successfully processed by the bank.

  For further assistance with this matter, please contact our Customer Advocacy Team at **************, Monday through Friday, between 7:00 AM and 6:00 PM MST, or via email at ***************************************************************.

  We appreciate your patience and understanding.
  

  Thank you, 
  

  The Upgrade Team

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23248634
  
  I am rejecting this response because: upgrade fails to present evidence that the money was received by the bank it was owed to. This is because it never happened. They simply do not want to actually uphold their fraud protection. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:04/24/2025

  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.

  I disputed some unauthorized transactions with Upgrade. They told me within 10 business days. I will receive a provisional credit. They sent me multiple emails on the eighth day that my provisional credit was posted to my account I go to my account. There is no provisional credit. I called them and they said they are having issues with the provisional credit and it should be fixed within 24 to 48 hours. I'll call back two days later and still the problem has not been fixed. It is now been two weeks and I have not received anything in my account and I called again and they still saying the issue has been escalated. This bank is a scam and they are not trustworthy.

  

  Business Response

  Date: 04/30/2025

  Hi Damarcus, 
  

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

  Your reference number is 5772.
  

  We apologize for the inconvenience this may have caused.

  We understand your concerns and appreciate your patience. Please know that your issue has been escalated and is currently under active review.

  While weve escalated the dispute, please note that a provisional credit is not guaranteed if the claim does not meet the criteria under ********************** we are continuing to investigate thoroughly, and if the claim is resolved in your favor, a permanent credit will be applied after the resolution date of July 1, 2025.

  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
  
  

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23247033
  
  I am rejecting this response because:
  This issue has been escalated for the last month. How long does it take to fix the issue like this? It should not take 30 days.
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 05/06/2025

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

  Your reference number is 5772.
  
  We sincerely apologize for the inconvenience this may have caused and we are currently investigating the issue(s) you reported. Once we have concluded our investigation you will receive communication once a status update is available.

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

  We appreciate your patience while we review this matter.
  

  Thank you, 
  

  The Upgrade Team
  

  
  

• Initial Complaint

  Date:04/23/2025

  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.

  I had a rewards checking in the past and enjoyed it but then closed it Then decided almost a year later as of today to come back only to not be able to online and when I called customer service they told me you can't reopen a checking account if you closed one in the past WHAT ARE YOU KIDDING ??I HOPE UPGRADE FIXES THIS since every other banking institution or app allows you to come back if you closed your first account ******************** fix this soon cause this policy is so weird

  

  Business Response

  Date: 04/29/2025

  Hi Jaxson, 
  

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

  Your reference number is 5763.

  We apologize for the inconvenience this may have caused.

  In order for us to assist you, please contact our Customer Advocacy team to provide us with a little more information regarding the reason for your inquiry.
  
  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.

  Thank you,

  The Upgrade Team
  
  
  
  

  Customer Answer

  Date: 04/30/2025

  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. Only cause they can't do anything to get me a new checking account so I have taken my financial Business elsewhere
  
  Sincerely,
  
  Jaxson ******