ComplaintsforUpgrade, Inc.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was solicited by Upgrade *** about getting a loan to consolidate my credit card debt. They told me I was pre approved and had me spend over an hour filling out all the details of all my credit cards and several phone calls and verifications and days later they asked me for my tax returns for the last 2 years. I explained to them from the beginning I was self employed and had not filed taxes and wasn't planning on it until October in the last quarter of this year, which my cpa and I agreed would be best for my position. They then tell me that I am already guaranteed to get this loan if I will just file the taxes. I told them I would talk to my CPA. They then began calling me everyday telling me if I went ahead and filed my taxes I could get the roughly $18,000 loan which would save me over a thousand dollars a month in interest on my credit cards. So after several calls and coercing by them me and my cpa agreed to go ahead and file them early even tho it put me in a difficult situation with the **** because saving over $1000 per month and getting all my credit cards back to zero was a great opportunity and after all it was guaranteed as long as I just showed them I filed. They also told me that once I submitted the filed taxes I would get the loan within 2 to 3 days. So we went ahead and filed the taxes. Meanwhile they cancelled the loan saying I needed to resubmit it and spend hours again doing the process but its no big deal because soon I would have a much lower monthly payment and all my credit cards paid off. So, again I spent hours getting everything together, doing the application and verification and multiple phone calls. I did all this because they called me everyday to check on my status and hype me up about it. My CPA filed my taxes which I did not want to do but since I was guaranteed then I will just deal with the penalties and the cost. After we did all this, and they guaranteed me, they denied me, then followed up to reduce my credit w them as well.

  

  Business response

  08/02/2024

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

  Your reference number is 4017.
  
  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.
  

  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 *************************************. 
  

  Thank you, 
  

  The Upgrade Team
  

  
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My checking/saving account went into some kind of suspended status. I have bills I need to pay & direct deposits that will post to the account. I am being told I have to wait for an email which is absurd. It has been two weeks. 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

  08/01/2024

  Hi *******,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 4004.
  
  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.
  
  We would like to confirm that on July 23, 2024, a security measure was triggered on your Rewards Checking account which resulted in additional verification needing to be performed in order to move forward with lifting the restrictions on your account, we would need you to contact our Deposit Servicing team by dialing **************, Monday through Friday, 6am-8pm MST and Saturday through Sunday, 7am-6pm MST.
  
  Thank you,
  
  The Upgrade Team
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upgrade had offered a bonus of $200 when signing up and using a referral link through a friend or family member.When I had signed up through this link, I ran into connection issues and other webpage hiccups as well but managed to get the account opened.Knowing that I had been following the guidelines, I then called in to inquire on the status of the promotional offer only to be told that I was ineligible and that there was nothing we could doWhile this might a minor issue in the grand scheme of things, it sets a precedent for resolving any and every type of issue moving forward. I cannot imagine what future issues and technical errors are barred from human intervention simply because its automated and we cant change thatDo yourself a favor: Go to a real bank

  

  Business response

  08/01/2024

  Hi *******,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 4003.
  
  We are sorry to hear about your experience and we are currently investigating the issue(s) you reported. A Customer Advocacy Team member will reach out to you directly 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

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed bankruptcy in October 2022. It was discharged on 1 Feb 2023. Upgrade still has me as charged off and in delinquent status and its hurting my credit. I emailed them with my loan number but no response.

  

  Business response

  07/30/2024

  Hi *****, 
  

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

  Your reference number is 4000.

  Upgrade has recently conducted a review of your account and we would like to review the findings with you.

  We would like to speak with you in order to move forward with resolving this issue. 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

  08/01/2024

   
  Complaint: 22020260
  
  I am rejecting this response because: i emailed the company and once again no response.
  
  Sincerely,
  
  *****************************

  

  Business response

  08/08/2024

  Hi *****,
  

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

  Your reference number is 4000.

  We have addressed your concerns with the appropriate department. We appreciate you taking the time to bring this to our attention. 
  

  Per your request, a cease and desist was placed on your account on June 22, 2022. If you need further assistance, please contact our Customer Advocacy Team at **************, Monday-Friday, 7am-6pm MST.
  

  Thank you, 
  

  The Upgrade Team
  

  Customer response

  08/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory because they have not cleared my account and its hurting my credit but i an getting my lawyer involved 
  Sincerely,
  
  *****************************

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Upgrade had issue Mutiple debit cards to my account, and they all cancel out and they did not give me any options to have access to my money immediately. Their agent at one time stated its your fault and was blaming me and then i call back and ****** answered the phone and kept referring me to as a female and refuse to come up a way to come up with money and wont get me a new card.WANT A DEBIT CARD

  

  Business response

  07/26/2024

  Hi *****, 
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3999.
  
  We are sorry to hear about your experience and we are currently investigating the issue(s) you reported. A Customer Advocacy Team member will reach out to you directly 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

  07/27/2024

   
  Complaint: 22010723
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business response

  08/05/2024

  Hi *****,
  
  Thank you for your additional correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3999.
  
  As previously stated we are currently investigating the issue(s) you reported. A Customer Advocacy Team member will reach out to you directly.
  
  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

  08/05/2024

   
  Complaint: 22010723
  
  I am rejecting this response because: there is relation going on. They are not posting transactions in a timely manner because i called a merchant and they show me proof that they process the transaction and they even gotten paid. Also, i have receipts when transactions where done and they change the dates to a day latter to avoid the cash back. Now they are not giving the cash back at all. They made my deposit available 2 days early and i bought 2 prescriptions and then decided to post the deposit on Thursday and made my account negative and now they are not giving me the cash back. This is so unethical what they are doing to someone with a disability.

  Also, i can't accept this because the company has never reach out and also refuses to address the card issue. I have a total of 7 bad debit cards on my desk

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

  Customer response

  08/05/2024

  Hey ***

   

  I hope you day is going well but i took the effort and calling Upgrade and was talking to ****** and she didn't really know what is going on and i even gave her the reference number so it looks like Upgrade was lying because they never reach out and ****** did say they tried to reach out today but i got no phone calls and she also stated on the conversation that ***** who is assigned as the advocate is out of the office today . So if Carla  is out of the office then there is no phone call. it will take 3 to 5 days to get the call logs to you because it takes T mobile to generate them.

   

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

  

  Business response

  08/08/2024

  Hi *****,
  

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3999.

  Our records indicate that you spoke with a member of our Customer Advocacy team on August 6, 2024 and this matter was able to be resolved. We apologize for any inconvenience this may have caused, and we appreciate your understanding in this matter.
  

  We understand that this situation may have been frustrating and have provided a courtesy credit in the amount of $50 to your Upgrade Rewards Checking account for the inconvenience.
  
  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 response

  08/09/2024

  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

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My credit card was stolen on 4/22/24 I had no idea it was stolen. Upgrade called and told me there were fraudulent charges and they closed they account. They sent me an email and told me the only had email and it was up to me to investigate the fraud and get back to them on 45 days. I did get back with Upgrade in the correct time frame. They refused to let me speak with fraud or dispute but said they thought I was guilty of the charges because I had used upgrade at the stores before which is lie and I never charged at any of these stores before. They then gave me 10 days to obtain a police report and send it to them but then said it had already been 80 days so they closed the complaint and threatened to ruin my credit if I didnt pay off the fraud charges and close my account and ruin my credit. I have sent you proof they gave me 10 days to give additional info. But why am I investigating this and not upgrade who should be requesting transaction history and receipts and properly investigating this fraud????

  

  Business response

  07/26/2024

  Hi *****, 
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3997.
  
  We are sorry to hear about your experience and we are currently investigating the issue(s) you reported. A Customer Advocacy Team member will reach out to you directly 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

  07/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contacted upgrade in April letting them know that I would no longer be making payments to this account and that they could bill me so that I could pay off the balance and they've been reaching out to me to pay off the balance until today all of a sudden today July 17th, Upgrade haa charged my account without my permission. This isn't acceptable for many reasons. First, being that I do not have auto pay turned on this should not be accepted business practices. Second, I did not receive any notification that I was charged. I only know that because I was in my bank account and noticed it. And Last, The payment that they extracted was not approved and that is stealing. I have an email the from that arrive July 16th stating that my account was delinquent and needed action. Nor that is not grounds for them to take action on their own not notify me and do so without my approval of the transaction. Do so without my approval of the transaction

  

  Business response

  07/26/2024

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

  Your reference number is 3998.
  
  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

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I pulled a copy of my consumer report and noticed some items I would like to dispute. I have suffered emotional distress as a result of this matter and I have felt suicidal lately as a result so I demand this matter be resolved in a fair and equitable manner, which hasnt been done.INACCURATE ACCOUNTS DISPUTE: - ******************** *** # ********* These account are related to a transaction and experience that falls under the EXCLUSION section of the FCRAs definitions; rules of construction section. It was also reported without my written consent and therefore is a result of identity theft (as defined by the ************************** and the accounts SHALL be deleted. This account is not related to any transaction authorized by me, the consumer as I did not give written instructions to your agency to report this, which is a violation of the permissible purpose section of the ***** which holds your agency liable for damages of at least $1,000 per the civil liability section for willful non-compliance. Please DELETE this item from my consumer report!

  

  Business response

  07/24/2024

  Hi *******, 
  

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

  Your reference number is 3971.

  Our records indicate your personal loan ending in 6215, has been outsourced to ARSI. To make arrangements for your loan, please call ARSI directly 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

• Initial Complaint

  07/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I spoke to one of your agents back on July 10th regarding the $2.67 balance and counting which resulted from the $320.99 balance from **** which they refunded entirely, yet interest of $2.66 was left remaining from that. Since then, the interest has accrued additional interest of $0.01 and up to when I spoke to the agent. She told me that the error was caught and not to worry about it and that it will correct itself (and zero out) on the next statement. Although I do not like to carry a balance as it gets reported, I agreed to disagree. However, more interest of $0.01 has accrued on top of the interest; so now were looking at $2.68. I emailed Upgrade customer service today only to be told that they will submit a request to "have this looked at further." What's there to look at? What does this mean to me as far as the interest that hasn't went away from a refund? Why can't Upgrade be 100% transparent with me? If one agent has already identified the error and submitted a request to correct it, why isn't anyone else able to do the same? And why is it that a manager can't simple remove the fee? Upgrade even said that all interest on refunded charges will go away, yet you're not doing that. Why? What's the problem? There is no 100% transparency here, and I do not appreciate it.

  

  Business response

  07/24/2024

  Hi ******, 
  

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

  Your reference number is 3969.
  

  We would like to confirm that after further review, we are able to confirm that the remaining balance on the account has been waived. The waiver will be reflected in the next billing statement for your personal credit line.

  We apologize for any inconvenience or frustration this may have caused.

  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

  07/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  6/18/24 I made a purchase at retailer for $43.50 using my debit card. The charge shows up as *** withdrawal, for which Upgrade would charge me $2.50 for using an out-of-network *** The next day Upgrade emails me to tell that I received an *** fee rebate for $3.50 and that I would not be charged the $2.50 out-of-network fee. Additionally, the email also goes on to state that I am eligible for 5 *** fee rebates per month. I took this to mean that for the month of June I have use an out-of-network *** 4 more times and I will have any atm fees I was charged by the *** refunded, and will incur NO charges from Upgrade. I made another purchase using the same retailer for $73.50 ($3.50 being retailer fee) on 6/20/24 and for $13.50 on 6/22/24.I was expecting the same *** fee rebate I was entitled to, as this would have been the 2nd and 3rd rebate for the month of June and I was entitled to 5, as per Upgrade themselves. However, I was charged $2.50 for each transaction made on 6/20/24 and 6/22/24, respectively. So I emailed Upgrade to explain to them the situation. I was asked by Upgrade to provide proof of the 5 *** rebates, which I did. I sent them a copy of the email they sent me. At this time I was requesting to be reimbursed for $12.00 ($3.50 * 2 = $7.00, + $2.50 * 2 = $5.00).After about a week or so I was refunded the $7.00, the two fees I was charged by the ***, but not the two fees Upgrade charged me. I was still due $5.00. However, after much back and forth with Upgrade, they are trying to tell me that I received the 5 rebates already....which I'm not sure how that's possible when I only used the atm THREE TIMES. In the email, the representative from Upgrade counted the $2.50 I was charged twice by Upgrade as a rebate is the only thing I can think of as to why Upgrade is saying I received 5 rebates for the month of June. I am still owed $5.00 ($2.50 charged twice by Upgrade for out-of-network *** fees).

  

  Business response

  07/24/2024

  Hi ******,
  

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

  Your reference number is 3963.

  Our records indicate that on June 18, 2024 you received an ATM fee reimbursement for $3.50 , one on June 22, 2024 for $2.50 and another one on June 24, 2024 for $2.50. Also, we did manually apply another two ATM fee refunds in the month of June in the amount of $3.50 each for withdrawals made for ***** There were a total 5 ATM reimbursements for the month of *****

  The maximum amount of 5 ATM fee reimbursements were applied to your account for the month of June totaling $15.50.

  We appreciate the opportunity to address your concerns.
  

  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

  07/24/2024

   
  Complaint: 21987781
  
  I am rejecting this response because:

  This information is incorrect. On 6/18/24, I was given a $3.50 rebate.  

  On 6/22/24 - I was charged an out-of-network *** fee of $2.50. I do not know why it is showing on your end as a refund. Not only that, I track my balance on a daily basis. I watched and confirmed by balance decreased by the amount of $2.50. I will attach the screen shot from the bank statement provided by Upgrade.

  On 6/24/24 - I again was charged an out-of-network *** fee of $2.50. I will attach screen shot showing the charge. Again, my balance decreased by $2.50.

  At this point, I sent an email to Upgrade because by this time it was a total of $12 in fees that I paid. $5.00 charged by Upgrade and $7.00 by the *** machine. Based on the rebate email from Upgrade I was entitled to five rebates. I used the first rebate on 6/18/24. I was never given a rebate or refund for the out-of-network fees charged by Upgrade. So after I sent the email, on July 6, I was refunded $7.00 ($3.50 + $3.50) for the two *** transactions that generated the two $2.50 out-of-network fees, bringing my rebate total to three. 

  So being that the $7.00 in ***  fees was refunded, I shouldn't never been charged a $2.50 out-of-network fee, but I was, the $2.50 out-of-network fee should have been refunded as well. Somehow it is showing in your system that on 6/22/24 and 6/24/24 that I was refunded $2.50 but in my account, I was charged $2.50 as the bank statement will show. 

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

  

  Business response

  07/31/2024

  Hi ******,

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

  Your reference number is 3963.
  

  As previously stated, on June 18, 2024 you received an ATM fee reimbursement for $3.50 , one on June 22, 2024 for $2.50 and another one on June 24, 2024 for $2.50. Also, we did manually apply another two ATM fee refunds in the month of June in the amount of $3.50 each for withdrawals made for June. There were a total of 5 ATM reimbursements for the month of June totaling $15.50.

  Additionally, a $5.00 credit was applied on July 26, 2024.

  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

  08/01/2024

   
  Complaint: 21987781
  
  I am rejecting this response because you guys are terrible.

  I provided proof of the fact that the two $2.50 amounts were in fact deducted from my account.

  In addition I just received the $5 on July 26 because of the proof I provided. 

  You need to check your systems because I think this bank is engaging in fraudulent activity. 

  I received my $5, which is all I wanted, but make no mistake that if I wasn't given back the $5, I was totally taking this to small claims court, so everyone can know that Upgrade engages in shady business practices. 

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

*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. ↩