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:10/19/2022

  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.

  Originally I was quite happy with Upgrade. However in the span of 2 weeks it went completely bad. I have made every payment on all 3 accounts, never late. I just refinanced my house and paid them in full, then I begin to receive notices that they are cutting my credit down from **** to 500 and completely blocked my **** account even though I paid them in full. The reasoning is because they continue to pull credit reports...only ************ and because none of my accounts have been updated yet showing better balances, including Upgrade not updating my balances, I was told I pretty much was not worthy of their product even though I had a great history with them payment wise. It truly is a shame that this is what they are doing to good paying customers. Imagine what they will do if you don't pay or have an emergency such as I did that drove everything up.

  

  Business Response

  Date: 10/28/2022

  Hello ****,
  

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

  We are currently investigating the issue and a member of our Advocacy team will reach out to you directly in 1-2 business days. We appreciate your patience as we look into this issue, and hope to have this resolved as soon as possible.
  

  If you have any additional questions in the meantime, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST, or email *************************************.
  

  Sincerely,

  
  Upgrade, Inc.
  

  
  

• Initial Complaint

  Date:10/18/2022

  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 received an approval for a home improvement loan on 10/12/2022 & was told funds would be deposited with 4 business days. After I didnt receive funds I inquired about the status. I was told funds would be sent within 24 hrs & instead of receding funds I received a email that I wasnt approved. I feel this is a sham & needs to be addressed.

  

  Business Response

  Date: 10/28/2022

  Hello ****,
  

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

  We are currently investigating the issue and a member of our Advocacy team will reach out to you directly in 1-2 business days. We appreciate your patience as we look into this issue, and hope to have this resolved as soon as possible.
  

  If you have any additional questions in the meantime, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST, or email *************************************.
  

  Sincerely,

  
  Upgrade, Inc.
  

  
  

  Customer Answer

  Date: 10/29/2022

   
  Complaint: 18240359
  
  I am rejecting this response because: I received a call 10/28/2022 from a company rep who only said "sir you know sometimes things happen" before the call dropped and I never received a return call. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/07/2022

  Hello ****,
  

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

  The information you provided does not match our records. A member of our Advocacy team will reach out to you again directly in 1-2 business days. We appreciate your patience as we look into this issue again, and hope to have this resolved as soon as possible.
  

  If you have any additional questions in the meantime, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST, or email *************************************.
  

  Sincerely,

  
  Upgrade, Inc.
  

  
  

  Customer Answer

  Date: 11/11/2022

   
  Complaint: 18240359
  
  I am rejecting this response because: There was zero transparency in the reasoning I was given. This company verified my Name, date of birth, SSN as well as called my bank with me on the phone to verify deposits. This is when I received the approval and message that funds were being sent only to receive a letter later saying they couldnt vet my identity. This is laughable especially being that I have a previous loan with this company. I explained all of this to ******* that called me and asked what part of my identity couldnt they verify based on all that was provided and approved. The answer I was given was that she couldnt tell me that. This is a sham with no transparency and is like being at the closing table to buy a house waiting on funds to be transferred and cant close because all of a sudden they cant verify your identity while your have your drivers license and social security card in your possession.
  A
  Sincerely,
  

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

• Initial Complaint

  Date:10/17/2022

  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.

  Hello I applied and was approved for a upgrade card for the past week and a half on the app it just says your approved and you can make draws soon I called upgrade to see what was the delay they told me there was a huge backlog on applications but did not give me a time frame on when I can begin the drawers. It is frustrating because how can you launch a company that is not staffed enough to process applications.

  

  Business Response

  Date: 10/26/2022

  Hello ******,
  

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

  We are currently investigating the issue and a member of our Advocacy team will reach out to you directly in 1-2 business days. We appreciate your patience as we look into this issue, and hope to have this resolved as soon as possible.
  

  If you have any additional questions in the meantime, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST, or email *************************************.
  

  Sincerely,

  
  Upgrade, Inc.
  

  
  

• Initial Complaint

  Date:10/16/2022

  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.

  2 weeks ago I was unable to unlock my card through the upgrade app it kept saying unable to process please contact customer service when I contact customer service they said there's a known issue with the app and it will take five business days just to get an answer as to what's going on not a resolution this was unacceptable so I reported my card lost and ordered a new debit card I activated my debit card yesterday and it was working all of a sudden it stopped working when I contacted an upgrade customer service they told me nothing was wrong on their end and did it three-way call with cross river bank who also said they cannot see anything on their end my card still does not work I don't have access to my funds and upgrade is telling me that I must wait for this to be escalated to the executives and there was no time frame as to when this would be resolved this is the second time my debit card has not worked and there is no resolution to this I just want access to my money I don't want to transfer it out and wait three to four business days I just want my debit card to work if not I will be closing all accounts with upgrade and telling all my friends that I referred to as well to cancel their account so they don't run into the same issue.

  

  Business Response

  Date: 10/26/2022

  Hello *******,
  

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

  We are currently investigating the issue and a member of our Advocacy team will reach out to you directly in 1-2 business days. We appreciate your patience as we look into this issue, and hope to have this resolved as soon as possible.
  

  If you have any additional questions in the meantime, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST, or email *************************************.
  

  Sincerely,

  
  Upgrade, Inc.
  

  
  

• Initial Complaint

  Date:10/14/2022

  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.

  Someone took out a loan in my name. I have explained them several times it was not me. I have called and no one has taken care of this problem. I have several business and trying to secure capital to expand a business and they have hurt my credit by 50 points. I ask where the money was sent to and they cant answer my question. I need this to be taken off my credit report, but they are not helping me.

  

  Business Response

  Date: 10/22/2022

  Hello *******,
  

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

  Our records indicate that a member of our team attempted to reach out to you via phone and email on October 6th, 2022.
  

  We are currently investigating the issue and a member of our team has emailed you directly regarding your claim. We appreciate your patience as we continue to review this issue, and hope to have this resolved as soon as possible.
  

  If you have any additional questions, please call us at ************** and a specialist will follow up with you as soon as they are able, or email *********************************.
  Sincerely,

  
  Upgrade, Inc.
  

  
  

• Initial Complaint

  Date:10/14/2022

  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.

  Company promised a $100 bonus on a rewards checking account with 3 debit transactions made within a time limit & has failed for 4+ months to award a bonus, or credit line/loan

  

  Business Response

  Date: 10/22/2022

  Hello ***************************,
  

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

  According to our records, you opened a Rewards Checking account through Upgrade on May 27, 2022. The $100 promotional bonus, for referring a friend to open a Rewards Checking account, was launched on June 14, 2022, after your account was opened.
  

  The $100 bonus, as disclosed publicly on upgrade.com and in your account dashboard at upgrade.com, states that in order to qualify for the $100 bonus for you and a friend, you must share your referral link with a friend, your friend must open a Rewards Checking account, and complete 3 debit card purchases within 60 days. Following this, both you and your friend get a $100 bonus, delivered to your account.
  

  As of September 22, 2022, you have not referred anyone who has gone on to submit an application for a Rewards Checking account. If you have proof or documentation that would substantiate your claim that you have referred a friend who has opened a Rewards Checking account, and has also completed 3 debit transactions, please send your documentation to *************************************.
  

  If you have any additional questions, please contact our Checking Servicing team at **************, Monday through Friday, 6am-6pm PT and Saturday-Sunday, 6am-5pm PT.
  

  Sincerely,

  
  Upgrade, Inc.
  

  
  

  Customer Answer

  Date: 10/29/2022

   
  Complaint: 18224799
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 11/07/2022

  Hello ***************************,
  

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

  According to our records, you opened a Rewards Checking account through Upgrade on May 27, 2022. The $100 promotional bonus, for referring a friend to open a Rewards Checking account, was launched on June 14, 2022, after your account was opened.
  

  The $100 bonus, as disclosed publicly on upgrade.com and in your account dashboard at upgrade.com, states that in order to qualify for the $100 bonus for you and a friend, you must share your referral link with a friend, your friend must open a Rewards Checking account, and complete 3 debit card purchases within 60 days. Following this, both you and your friend get a $100 bonus, delivered to your account.

  As of November 7, 2022, you have not referred anyone who has gone on to complete their required tasks. If you have proof or documentation that would substantiate your claim that you have referred a friend who has opened a Rewards Checking account, and has also completed 3 debit transactions, please send your documentation to *************************************.
  

  If you have any additional questions, please contact our Checking Servicing team at **************, Monday through Friday, 6am-6pm PT and Saturday-Sunday, 6am-5pm PT.
  

  Sincerely,

  
  Upgrade, Inc.
  

  
  

• Initial Complaint

  Date:10/14/2022

  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 decided to accept an offer with a credit line from Upgrade (whose personal credit lines are issued by ***************** in which l received a ***** loan. They call their personal credit lines, " loans " because you're able to draw from them even though they are reporting to the credit bureaus. That being said, l was happy with my service until l received a notice from Upgrade saying my account was suspended due to a credit inquiry by the bank saying l had " Fraudulent activity" on my account. That's all that it said in their email communication. You would think 1). why does an approval means the bank issuing the loan can continually run credit checks without my approval ? 2). If " fraudulent activity " was on my credit, why it is there not more definitive information so that l may dispute this !?I decided to call Upgrade to see if l can get an answer, after going through multiple people, they could not give me more definitive information except what was on the email, and informed me to contact TransUnion. Again l pointed out, it would be inefficient to contact TransUnion without knowing exactly what l was flagged for ! What's more disturbing is that these same reps validated all my info but when l asked them to validate the balance on my account, they were unable to do so and told them that what l'm seeing on the screen is accurate. I've never heard of such a thing where you need to validate my account but can't validate my account when l request for it.A few months later, l receive a email saying my account is eligible for new draws but a few days later it was closed again. I contacted Upgrade once more and they told me it was an accident that it was opened and that the subject of "fraudulent activity" still remains but no one could tell me what the activity in question is. I would like very much to solve that mystery, but at this point l'm wondering how this company can operate like this, when all l wanted was clear answers. Not confident at all with Upgrade

  

  Business Response

  Date: 10/22/2022

  Hello *******,
  

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

  Per the terms of your Credit Line Agreement, from time to time and as you make payments on your Personal Credit Line, your payment history and credit risk profile will be evaluated to determine if you can be approved for an additional Upgrade Card Loan in an amount that equals your initial Upgrade Card Loan amount with understanding and agreement that you may not be approved for additional Upgrade Card Loans.
  

  Based on an internal review, your credit line with 1.5% cash back rewards was reduced to $4,835.51 an Adverse Action Notice Line Reduction was provided on July 16th, 2022. 
  

  Based on a subsequent internal review, your credit line with 1.5% cash back rewards is no longer eligible for new draws an Adverse Action Notice Draw Eligibility was provided on July 26th, 2022.  
  

  These documents can be accessed via your dashboard for additional information at Upgrade.com after login.
  

  Unfortunately we are unable to raise your credit line or reinstate your draw access. You can refer to the adverse action notices that were sent to you on for more information. Your existing rates and terms on your outstanding balances will never change.
  

  We hope our response addresses your concerns. If you have any additional questions, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST, or email *************************************.
  

  Sincerely,

  
  Upgrade, Inc.
  

  
  

  Customer Answer

  Date: 10/22/2022

   
  Complaint: 18224237
  
  I am rejecting this response because: this is not an answer. In the email l received it stated the reason for it was recent delinquency. Now the response l got back was after an approved credit decision was given, an internal credit review was done again and decided that for some unknown reason, my account was closed. This is not satisfactory, l called your customer service number which is the same number you mentioned. Every rep I've spoken to have all said the same thing, they can't tell me what the delinquency in question is. It's utterly frustrating to be told something that you cannot defend yourself or speak to someone who actually can provide answers. This is why I'm also seeking legal counsel on this because how this company is allowed to open and close accounts with no productive explanation is a business practice l will not continue to be apart of. If my recent delinquency cannot be explained by Upstart then l see no further reason to keep paying and will begin to solve this through legal recourse. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 11/03/2022

  Hello *******,
  

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

  Please refer to our prior response for additional information regarding your account status. 
  

  The adverse action notice that was provided to you was based on your current credit profile through TransUnion. If you have any concerns regarding your credit history with TransUnion, we recommend that you reach out to them directly.
  

  You may also find more details regarding your account in your Credit Line Agreement, which is available through your account dashboard at Upgrade.com.
  

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

  Sincerely,

  
  Upgrade, Inc.
  

  
  

  Customer Answer

  Date: 11/04/2022

   
  Complaint: 18224237
  
  I am rejecting this response because the answer provided was avoidance. I will be seeking legal counsel on how to proceed with this matter. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/14/2022

  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 noticed that there is inaccurate account that I needed to report. Evaluate and investigate those account that is not 100% accurate. Here are the lists that indicates the company name, balance, and date last reported:Account Name UPGRADE *** Balance $0.00 Account Number *********

  

  Business Response

  Date: 10/22/2022

  Hello *******,
  

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

  Based on the available information you have provided through the Better Business Bureau, we are unable to verify your account information.
  

  So we may be able to further assist, please contact our team directly. You may forward any additional documentation you would like us to review at *************************************.
  

  Sincerely,
  
  Upgrade, Inc.
  

  
  

• Initial Complaint

  Date:10/13/2022

  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.

  Submitting an application today through the website and it gave me so many issues for a personal loan. First issue was it asked me to input my credit card info until it added up half of what the loan I was applying. I have several store cards that dont have expiration dates so the platform didnt take them. I was restarted at that point because thats where my debt is. I called customer service ove the phone and asked to speak to someone in Spanish and was unable due to some rules you guys have in place. **************** frustrated me even more because they said they would have to canceled my application that I had already spent 45 minutes on. Ive been waiting on an email to be able to reapply. You guys need to get with the program. I dont want anything from you guys , please work on your website and make it more user friendly. And regardless of your rules you can explain it in Spanish on what you can cant do with out getting to the private part. You guys are running your business like dictatorship. And I chose not to move forward with applying , dont come back and say you dont see my application or email on file. This is a very frustrating experience that you guys caused and could have easily fixed by communicating. Quit being so robotic and computer you guys lose the human touch.

  

  Business Response

  Date: 10/22/2022

  Hello ****,
  

  Thank you for your correspondence through the Better Business Bureau. We are sorry to learn that you were dissatisfied with your experience at Upgrade.
  

  We appreciate you taking the time to let us know your concerns and have provided your feedback to our team.
  

  If you have additional questions, we invite you to review our Frequently Asked Questions in our *********** at Upgrade.com.
  

  Sincerely,

  
  Upgrade, Inc.
  

  
  

• Initial Complaint

  Date:10/13/2022

  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.

  Open till March 2022 I had 100% payment history on my credit. In March I had three credit accounts hacked. One of these being Upgrade. I called them and spoke to them they said theyd open investigation, and I had to call them multiple times for the next six months to finally get a response about my account and the fraudulent charges. I was told by one of the representatives that my credit card account was at a zero balance and so I can make a payment to my credit card consolidation loan. I asked them to send me a statement showing that. They said they would send one at the end of the month so I told him they get their payment at the end of the month. I never got a statement nor were the charges removed. Again on October 6, 2022 I received an email stating that they found that my account had been taken over by unauthorized parties and that they were going to credit my account with two different charges both over $1000. To date they still havent remove the charges, Yet they are hounding me and threatening me about making a payment. This situation has affected my credit and I started working with a company called Beyond Finance to negotiate my credit cards and then pay down the balances. im going to have to start all over again with my credit because they are saying both of my accounts are delinquent but I gave them several months to resolve this situation and then after that time. Yes I stopped making payments. I was getting no results from them. Yes they were good while everything was good but if you become the victim of fraud they will not have your back. They expect you to be loyal to them but they are not loyal to you.

  

  Business Response

  Date: 10/22/2022

  Hello *******,
  

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

  We are currently investigating the issue and a member of our Advocacy team will reach out to you directly in 1-2 business days. We appreciate your patience as we look into this issue, and hope to have this resolved as soon as possible.
  

  If you have any additional questions in the meantime, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST, or email *************************************.
  

  Sincerely,

  
  Upgrade, Inc.
  

  
  

  Customer Answer

  Date: 10/23/2022

  Better Business Bureau:
  
  I have reviewed the response from Upgrade and it in itself is not acceptable, because that is the same response I have been getting for 6 months, but the matter has finally been resolved and charges have been removed. Thank you for your help in this matter.

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