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:05/22/2025

  Type:Billing 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 received notification yesterday after attempting to take a consolidation loan out with Upgrade after they said I was preapproved that they have suspended my Checking account with all my money in it. A few days prior I attempted to change my permanent address and they requested pictures of me holding a piece of paper with my account information, copies of my drivers license and even a copy of a most recent bill. I am surprised they didn't ask me to have a video of me doing the hokey pokey. They will not give me any reason other that suspicious activity and tell me it will not be looked at for at least 15 days. I just moved into a new house and will now miss my monthly payment because they are holding my paycheck that was just deposited hostage. They will not allow me to talk to an investigator to provide additional information or look into it. They claim their only method of communication with their investigators is via email. They will also not escalate a call to a supervisor. I now have to wait for 15 days for them to even look at while my funds are frozen. I even asked them they saw an upcoming deposit was taking place to at least let me transfer the money to an established account I had been doing transfer between already. Every other bank out there does fraud protection and it is a good tool but you can at least call them and verify information to get it reinstated quickly. Even requesting legal means will take over 90 days. I would have never used them as my primary account had I known these were there business practices.

  

  Business Response

  Date: 05/28/2025

  Hi ******, 
  

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

  Your reference number is 6008.
  

  We sincerely apologize that your recent experience did not meet your expectations. Your input is valuable, and we will use it to help improve the overall customer experience.
  

  Wed like to confirm that on May 16, 2025, a security measure was triggered on your Rewards Checking account, which required additional verification. These security protocols are in place to help safeguard your account and personal information.
  

  On May 20, 2025, you spoke with a member of our Deposit Servicing team, who provided the necessary details regarding the verification process. We understand that these types of measures can be frustrating, and we truly apologize for any inconvenience they may have caused.
  

  Were pleased to let you know that the restriction on your account was removed on May 23, 2025. At Upgrade, our goal is to deliver a positive and seamless experience for all of our customers. We appreciate your patience and understanding, and we look forward to serving you better in the future.

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

  Thank you, 
  

  The Upgrade Team 

  Customer Answer

  Date: 05/29/2025

  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:05/21/2025

  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.

  I opened a checking and savings accounts with **********************. I also opened a secured credit card. Without my knowledge upgrade had an affiliation with **************** called Custodial deposit program. Upgrade had transferred my money to that bank with account number ********** and subsequently suspended the account since October/ November last year. I have requested to upgrade to give me access to my own money, and also this money was taken out of my account without my permission

  

  Business Response

  Date: 05/27/2025

  Hi *******, 
  

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

  Your reference number is 5977.

  We apologize for any inconvenience this may have caused.

  We understand your concerns regarding access to the funds in your account and recognize the urgency of your request. Our team is currently reviewing your account, and we will keep you informed with any updates via email as soon as they become available.

  While were unable to provide a specific timeframe for the completion of our review at this moment, please know that resolving this matter is a priority for us.

  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 while we resolve this matter.
  

  Thank you, 
  

  The Upgrade Team 

  
  

• Initial Complaint

  Date:05/19/2025

  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.

  I AM NOT LIABLE FOR THIS DEBT WITH UPGRADE *** I DO NOT HAVE AN ACCOUNT WITH ************************* THEY DID NOT PROVIDE ME WITH ORIGINAL CONTRACT AS REQUESTED

  

  Business Response

  Date: 05/27/2025

  Hi *******, 
  

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

  Your reference number is 5974.

  We apologize for the inconvenience this may have caused.

  We would like to confirm that you applied for a personal loan with Upgrade on July 15, 2021, and were approved on August 25, 2021. We have reviewed your account with ******************** and would like to confirm that it is accurately reporting to the credit bureaus. On or about July 25, 2022, your account was 120 days past due and was charged off. On or about August 23, 2022, the debt was sold to **************************

  Please note, the sale and assignment of your account does not alter the terms and conditions of your account or your outstanding loan through Upgrade.
  

  As noted in your Borrower Agreement, section 9. Assignment, which you electronically signed at the time of your application, it states:
  

  You may not assign or transfer your rights or obligations under this Agreement without our prior written consent. We may assign or transfer all or a portion of this Agreement and the related documents to a third party or an affiliate. Our rights under this Agreement shall inure to the benefit of our successors and assigns and your obligations under this Agreement shall be binding upon your heirs, personal representatives and permitted assigns.
  
  To view your loan documents In your Upgrade Account dashboard, please follow the steps below:
  
  - Login to your Upgrade Account
  - Select "View Loan Documents"
  

  All payments and correspondence for your Upgrade account ending in 1197 should be directed to:
  

  **************************
  ************************
  ***************
  **************
  *********************************************

  If you have any additional questions, please contact ************************** directly at **************, or by email at *********************************************.

  Thank you,

  The Upgrade Team

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair 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.

  Upgrade mistakenly ***orted 3 late payments to the credit bureaus and when I contacted them in October 2024 they filed a dispute and apologized for all 3 over 30 day late payments ***orted. I follower up around November 4th 2024 and was apologized to again. Upgrade *** said this should be off my credit ***orts in about 30 or 60 days, I dont remember exactly. Meanwhile I just realized theyre all still there!!! All 3! And the *** today ****** is now saying I was late once in 2023 and once in 2024. And he cant speak for why the other operator apologized and filed the dispute. Then he said he couldnt see all the notes after, lying, because he started to read it aloud stating it would be removed and stopped. Even if I was late in 2023 why is it just ***orting? And why are there 3 ***orted late payments? He couldnt explain. And why did someone tell me it was a mistake and apologize (noted) and file the dispute??? I always had a 100% payment history and this brought it down to 99. Does that sound like someone late 3 times and Ive taken out another loan since! They need to be held accountable legally and immediately.

  

  Business Response

  Date: 05/23/2025

  Hi Tifphanie, 
  

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

  Your reference number is 5978.
  

  We apologize for the inconvenience this may have caused.

  We carefully reviewed the details of your credit reporting claim and will be proceeding with updating our internal records.
   
  We submitted a correction request to Transunion, Equifax, and Experian. Please be advised that it may take the credit bureaus 30 to 60 days for the correction to be reflected on your credit report.
  

  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: 05/24/2025

   
  Complaint: 23351473
  
  I am rejecting this response because: I want you to have it removed from my credit, sure, but I want the business to do more and better because this is the second time theyve promised to do this! There are notes and records of Upgrade saying the same thing back in November and its still on my credit. How is this acceptable?
  
  Sincerely,
  
  ********* ******

  

  Business Response

  Date: 05/30/2025

  Hi Tifphanie, 
  

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

  Your reference number is 5978.
  

  We sincerely apologize for the inconvenience this issue has caused and understand how frustrating it must have been to experience it more than once.

  Please know that your concerns have been taken seriously, and we are actively working to ensure this does not happen again. Your experience matters to us, and we are committed to improving our processes to better serve you moving forward. Thank you for your patience and understanding.

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

  We appreciate your patience and understanding during this process.
  

  Sincerely,
  

  The Upgrade Team

  Customer Answer

  Date: 06/03/2025

  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. As long as its removed. 
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:05/19/2025

  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'm not liable for this debt with Upgrade **** I do not have a contract with ******** Debt Buyer. LP. they did not provide me with the original contract as I requested.

  Customer Answer

  Date: 04/09/2025

  This company do is not in the BBB and this has been placed on my credit report. I need to have this removed because this information is not accurate at all. I would also like to report this to the BBB so this company cannot continue to do this to other people.

  

  Business Response

  Date: 05/23/2025

  Hi *******, 
  

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

  Your reference number is 6009.
  
  We would also like to confirm that you applied for a personal loan with Upgrade on October 3, 2022, and were approved on October 4, 2022. We have reviewed your account with ******************** and would like to confirm that it is accurately reporting to the credit bureaus. On or about September 16, 2024, your account was 120 days past due and was charged off. On or about October 16, 2024, the debt was sold to **************************

  Please note, the sale and assignment of your account does not alter the terms and conditions of your account or your outstanding loan through Upgrade.
  

  As noted in your Borrower Agreement, section 9. Assignment, which you electronically signed at the time of your application, it states:
  

  You may not assign or transfer your rights or obligations under this Agreement without our prior written consent. We may assign or transfer all or a portion of this Agreement and the related documents to a third party or an affiliate. Our rights under this Agreement shall inure to the benefit of our successors and assigns and your obligations under this Agreement shall be binding upon your heirs, personal representatives and permitted assigns.
  
  To view your loan documents In your Upgrade Account dashboard, please follow the steps below:

  - Login to your Upgrade Account
  - Select "View Loan Documents"
  
  All payments and correspondence for your Upgrade account ending in 9697 should be directed to:

  *************************
  PO Box 788
  Wall, *******; 07719
  **************
  ****************************************************

  If you have any additional questions regarding your account, you can contact ********************, LLC directly by phone at **************.

  We appreciate the opportunity to address your concerns.

  Thank you,

  The Upgrade Team

  
  

• Initial Complaint

  Date:05/17/2025

  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 *** HAD HACKED MY BANK ACCOUNT OF ****** DOLLARS ON MY BANK ACCOUNT IS ********* NA FDIC AND ITS BEEN A PROBLEM WITH THE COMPANY TRYING TO TELL ME THAT THERE NOT A BANK!! WELL HOW DID YOU END UP WITH MONEY THAT WAS TAKEN FROM YOU!! AND ITS ON MY BANK STATEMENT TRANSACTION FILE OF IT WAS THAT YOU TOOK IT OUT ON APRIL 24 th 2025 AND ITS GOT YOUR LOCATION OF YOUR COMPANY AND SO WHY !!!?? ELSE ARE YOU NOT GIVEING MY MONEY YOU STEAL!!!? SPECIALLY FROM A DISABLED PERSON THAT DONT MAKE ALOT FROM SSIDI BENEFITS THAT I GET FROM SSA FOR WHAT H*** I HAD TO GO THROUGH TO GET THIS MONEY!!? WISHING I WAS NOT HAVEING TO BE APPROOVED FOR THE **** I HAD IS BEAT TO DEATH!! AND LEFT FOR DEAD!! AND **** FLIGHTED TO **** IN ************ FOR 6 DAYS!! PLEASE IVE DID EVERY THING TO DO WHAT I CAN BEST TO GET MY MONEY RETURNED BACK TO BANK ACCOUNT PLEASE ITS ALL I ASK IS TO RETURN MY SSIDI FUNDS ITS NOT YOURS TO TAKE ITS FRAUD AND ID THEFT!! THANK IF YA NEED MORE INF: PLEASE FEEL FREE TO CALL ME ANY TIME

  

  Business Response

  Date: 05/21/2025

  Hi *****, 
  

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

  Your reference number is 5958.
  

  We apologize for the inconvenience this may have caused.

  We have received your identity theft claim submitted on 5/16/2025. To ensure we are able to review your claim accurately and efficiently, we kindly request additional information and documentation from you.
  

  Please provide the following:
  

  1. A color copy of your government-issued ID.
  2. Either: A copy of the filed police report, or
  3. A signed and dated Identity Theft Affidavit (available at *********************).
  

  You may choose to support your claim with either a police report or an ID Theft Affidavit. However, please ensure that whichever document you provide specifically identifies Upgrade as the institution where your personal information was used without your knowledge or consent.
  

  In addition, please address the following question by completing the attached form or by responding directly to this email. This will allow us to append your answers to the police report or ID Theft Affidavit:
  

  Please provide an explanation, along with any supporting documents, as to why you believe your information was used without your knowledge or consent to open this account.
  

  You can submit the requested documentation via email to ********************************** or by standard mail to the following address:
  

  Upgrade, Inc.
  Attention: ID THEFT
  **********************************************
  *******, AZ 85004
  

  Please note that if we do not receive the required documentation within 10 days from the date of this notice, we will conclude our investigation based on the available information.
  

  If we do not receive sufficient information to substantiate your claim, we may close it. Should additional documents be provided after the claim has been closed, we will issue a new case number and notify you accordingly.
  

  Please be aware that further information may be required as we continue to review your case. We may reach out to you through email, phone, or mail if additional documentation is necessary.
  

  If you have any questions regarding your claim, please contact our Identity Theft Claims team:
   
  Phone: **************
  Email: ***********************************************************

  We appreciate your patience and understanding.

  Thank you,

  The Upgrade Team

• Initial Complaint

  Date:05/15/2025

  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 $18,000 line of credit with Upgrade that was easy to obtain initially, and I was enrolled in autopay to ensure consistent, on-time payments. Despite maintaining good standing, Upgrade unexpectedly and drastically reduced my credit line from $18,000 to just $1,000 without any warning, explanation, or change in my behavior. At the time, my balance was over $6,000, and this sudden reduction severely impacted my credit score by maxing out my utilization ratio overnight. This decision felt arbitrary and irresponsible, especially for a company claiming to support financial health. Thankfully, my credit has since recovered thanks to more transparent and consumer-friendly institutions but I will not be using Upgrade again, nor would I recommend them to anyone who values stability and communication in their financial relationships.

  

  Business Response

  Date: 05/19/2025

  Hi ***,
  

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 5938.

  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:05/15/2025

  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 sent a payment to get there on 4/11/25 they cashed it on 4/14/25. I have sent them proof that they have gotten their money but still have not credited my account. Their rule is that they don't do anything for two to three weeks. I don't understand that if I give them proof that they have my money. I have talked to about 25 people and they just transfer you around. I would like for them to credit my account so that I can pay them off. It is to stressful to work with them. I request a copy of the transaction but have not received it yet. It is 5/16 and still don't have the ****** applied to my account.

  

  Business Response

  Date: 05/19/2025

  Hi ****,
  

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

  Your reference number is 5939.
  

  We apologize for any inconvenience this may have caused.
  

  We would like to confirm that the missing payment of $430.00 has been successfully located and applied to your Home Improvement loan, with an effective date of April 10, 2025.
  

  Weve also reviewed your account and can confirm that there was no negative credit reporting associated with this matter. All payments are reflected as current and on time.
  

  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 throughout this process.

  Thank you,

  The Upgrade Team

• Initial Complaint

  Date:05/14/2025

  Type:Sales and Advertising 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 May 8th, I received notification via email that my deposit account has been suspended from further use. After contacting customer service to inquire about the reason why, I was told their system flagged unusual account activity when I asked what specific activity was unusual the customer service **** either couldnt or didnt say. They stated that I would need to wait for an email from their fraud support and the timeframe of when Ill receive such an email is indeterminate. Ive called and chatted with different **** on different days and the response has always been that they cannot tell me what the specific activity was flagged as potential fraud but they couldnt offer me a way to resolve or address the potential fraudulent activity. Instead Im being told I need to wait for an email that hasnt arrived and its unknown when itll arrive. The problem isnt that they suspended my account because of unusual activity but they arent telling me what the activity is and how I can resolve it to restore access to my account.

  

  Business Response

  Date: 05/19/2025

  Hi *******,
  

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

  Your reference number is 5924.

  We apologize for the inconvenience this may have caused.

  At this time, we are unable to provide additional details regarding the restriction on your account.
  

  On May 10, 2025, you spoke with a representative from our Deposit Servicing team, who informed you that no updates were available at that moment. Please rest assured that you will receive an email notification as soon as there is any update regarding the status of your account.

  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 Answer

  Date: 05/20/2025

   
  Complaint: 23327393
  
  I am rejecting this response because:
  
  

  I spoke with a *** and provided the reference code, I got a tiny bit information that a review is actively happening. But Im still without a specific reason to what caused the suspension and how I can resolve it or provide explanation for a resolution. 
  

  What bothers me most now is that I had to submit a complaint with the BBB just to gain a consumer advocacy *** number and further escalate my concerns.
  

  I have submitted a complaint with the **** and Im close to exhausting all options with Upgrade before I explore further options against you.

  it is now *********************************************************************************************************************************** not type of investigation which could be cleared up by verifying my identity and asking me the necessary security questions. 

   

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

  

  Business Response

  Date: 05/26/2025

  Hi *******, 
  

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

  Your reference number is 5924.
  

  We sincerely understand how this can cause frustration and we truly apologize. 
   
  While we cannot discuss specific details about your account suspension due to security, we want to assure you that your concerns are being taken seriously. Account restrictions are typically implemented as protective measures, even for accounts in good standing when our security systems detect patterns that require review.

  We would like to confirm 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 MST, or by email at ***************************************************************. 

  We appreciate your patience and understanding as we worked to resolve this matter.

  Best regards,

  The Upgrade Team
  
  

• Initial Complaint

  Date:05/12/2025

  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.

  I'm writing to find out why there is an extreme delay in sending my vehicle title to my local DMV for an out-of-state registration. Upgrade support had initially told me on February 6, 2025, that all requested information had been sent to the Idaho DMV (all required information was also sent on 2/6). Support then told me the information was sent on March 6, 2025.I talked to the *****, Meridian DMV on May 5, 2025, and they still have no record of receiving my title for vehicle registration. I contacted Upgrade support on April 9, 2025, and was told the title, a legal document, was mailed without tracking or confirmation ********** has been three months, and I'm assuming the title has been lost in the mail. My registration expires in three weeks, and I would appreciate it if you could fix this as soon as possible.I sent this email to **************************************** on May 5, 2025, but have not heard back.I have also emailed support and ************************************* and there has been no response.Thank you,******** ********* Upgrade Account #*********

  

  Business Response

  Date: 05/15/2025

  Hi ********, 
  

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

  Your reference number is 5904.

  We are sorry to hear about your experience and we are currently investigating the issue(s) you reported. Once we have concluded our investigation a Customer Advocacy Team member will reach out to you directly to discuss the findings and next steps within the next 1-3 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