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:01/23/2025

  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 believe Upgrade. *** to violating the regulations in regards to disputes as well as violating federal laws surrounding the same and or account closures. My account was closed 9 months ago and I have still have not received a check that I was told was sent on December 27 , 8 months after they falsely closed my account . Additionally they have not provided proof as required upon request and I have requested several times . They have also not responded to the 2 or 3 appeals I have filed containing new information . Information that cannot be argued . And information that shows they were not correct in denying a claim. They have violated regulation e and protections. Such as reasons a case cannot be denied or closed. The regulations state you cannot close a case based off of information such as name , card number , cvc code matching . However this is what they have done. The recieve my appeals and do not send a acceptance or a denial letter and just revert back to the case being denied (over 10 days I might add , from the time I filed which is a violation in itself ) they also have been told that they didn't file all the transactions as they were instructed to do and were to contain ALL the charges from merchant which add up more then the amount they state as ******. Upgrade refuses to even speak to me stating I no longer have a account so they do not need to speak with me , and they have claimed they are not required to provide me copies of statements , or denial reasons. I also believe the fact that they are working with **** and calling it a dispute department at least when it's convenient for them , is against regulation as the **** clearly states **** cannot file disputes due to them not being FDIC registered . They seemingly are constantly violating those rules and regulations and appear to only use **** policy in me experience . They are backed by CrossRiver but don't seem to file disputes correctly for eft , unautherized ect removing protections from users .

  

  Business Response

  Date: 01/27/2025

  Hi ******, 
  

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

  Your reference number is 5074.

  We apologize for the inconvenience this may have caused.

  After careful review, our records indicate that you disputed five transactions which took place on December 14 2023, December 20, 2023, and January 18, 2024, totaling $183.67. Your dispute for these transactions were received and reviewed by the ******************************** team and was ruled in your favor As such, $183.67 was credited back to your account ending in 0108, which brought your account balance to $150.79, due to your negative account balance.
   
  The Rewards Checking Account is offered by Cross **********, a New Jersey Chartered, FDIC insured bank, and serviced by Upgrade. All funds are held by the Bank and FDIC insured up to the applicable limits.
   
  With regard to your dispute totaling $203, **** investigated your dispute and determined that no error has occurred. This was communicated to you on March 1, 2024, March 14, 2024, and April 8, 2024.
   
  If you have any questions regarding your dispute or would like additional information, please contact **** Disputes directly at **************.

  We would like to confirm your Rewards Checking account had been charged off and closed on May 2, 2024, due to a negative balance on the account.

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

  We appreciate the opportunity to address your concerns.

  Thank you,

  The Upgrade Team

  
  

• Initial Complaint

  Date:01/23/2025

  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 am filing this complaint about a loan provider Upgrade, a company advertised as a personal loan provider, and soliciting under one of the consumer credit reports providers. I applied twice for a loan for $6000 using my car as collateral, which is worth $9000 at the moment. I was approved, but I didnt get any loan. The company doesnt provide loans; they collect personal information and ask for original documents, promising that they will deposit the money under a personal account, which they collect after the approval process. They will also open a credit union account with clients' names applying for loans. They prey on desperate individuals who are looking for a small loan and take advantage of exploring that personal information. Since I used their service, my personal information was shared with many bad actors who still call me with my fraudulent loan offer and approval .My personal data is on sale on a dark web as well. I only disclosed my personal information to upgrade only .And it has been sold on the dark web, and my personal privacy has been violated. I have been getting many fake loan offers similar to the one like Upgrade. I think their practice is against good customer service practices and may be fraudulent. I need all my original documents, including power of attorney letters, a formal apology with details, and a letter stating that all the accounts they opened on my behalf are closed. And I asked them to cover all the financial expenses they caused me with their indecent business practices.

  

  Business Response

  Date: 01/27/2025

  Hi ********, 
  

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

  Your reference number is 5075.
  

  We apologize for the inconvenience this may have caused.
  

  After careful review, our records indicate that your request for a loan was carefully and jointly considered by our bank partners, and we regret that they are unable to approve your application at this time.

  The consumer reporting agency contacted that provided information that influenced our bank partners' credit decision in whole or in part was *********** For questions regarding your credit report, you may contact ********** directly by calling **************.
  

  We would like to confirm that at the time of your application, you agreed and provided your consent to the Credit Profile Authorization Agreement.
  
  As noted in your Credit Profile Authorization Agreement, it states:

  "By clicking the button to continue with your application for a personal loan, Upgrade Card with a personal credit line, home improvement loan, or other financial product or service through Upgrade (the Financial Product) or otherwise taking an affirmative action indicating your agreement to this authorization, you authorize Upgrade, Inc. (DBAs include Universal Credit and the names at ************************************************************************) (Upgrade, we, us, or our), which operates an online marketplace platform through which consumers may apply for financial products and services from bank partners, to obtain and use your personal credit profile and/or other information from one or more consumer reporting agencies, such as **********, Experian, or Equifax, as described below.
  

  You acknowledge and agree that we may use such information for any purpose permitted by law, including:
  - To authenticate you are who you say you are;
  - To make credit decisions;
  - To determine your current debt-to-income ratio; and
  - To obtain a credit score.

  You agree that when you check whether you qualify for the Financial Product and review your offers, a soft inquiry will be performed on your credit report, which will not impact your credit score. You agree that we may use such information to check whether you qualify for the Financial Product and to determine your eligibility for and offer you additional financial products or services from the Upgrade platform for up to 30 calendar days following your application, provided that you may opt out from receiving new offers by email by contacting us at ************************************************************.

  You further agree to authorize us to verify information in your credit report, and you agree that we may contact third parties without further notice to you to verify any and all information as it relates to the above matters or which you have provided to us in connection with a request or application for credit or to administer or monitor your account if a Financial Product is approved."

  We would like to confirm that we have opted you out of all further marketing communication. 

  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:01/19/2025

  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.

  UPON EXAMINING MY CREDIT REPORTS, I NOTICED THAT ALTHOUGH YOU HAVE NOT PROVIDED ANY EVIDENCE TO SUPPORT THE ACCURACY OF THE ***** YOU CLAIMED TO HAVE COMPLIED WITH ALL LEGAL AND REGULATORY REPORTING REQUIREMENTS, THUS YOU HAVE TO DELETE ALL NEGATIVE AND CRITICAL ACCOUNTS. a consumer reporting agency shall block the reporting of any information in the file of a consumer that the consumer identifies as information that resulted from an alleged identity theft, not later than 4 business days after the date of receipt by such agency.

  

  Business Response

  Date: 01/22/2025

  Hi ******, 
  

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

  Your reference number is 5041.
  

  We apologize for the inconvenience this may have caused.

  We would like to confirm that you applied for an Upgrade card with Upgrade on May 6, 2021, and were approved on May 6, 2021. We have reviewed your account with ******************** and would like to confirm that it is accurately reporting to the credit bureaus. On or about August 28, 2022, your account was 120 days past due and was charged off. On or about September 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.
  
  We would like to confirm that at the time of your application, you agreed and provided your consent to the Credit Line Agreement.
  
  As noted in your Credit Line Agreement, section 16. Remedies, it states:
  
  "If you are in default under this Agreement, we may take any remedy allowed by law, including but not limited to requiring immediate repayment of your total outstanding balance. We may also require you to pay all costs and expenses incurred in the collection of your account, and we may also require you to pay all reasonable attorneys fees associated with the collection of your account if your account is referred to a nonemployee attorney. In the event that we exercise any of our rights or remedies under this Agreement, you will continue to be in default until such time that you pay to us all amounts due to us and you have cured any and all defaults. Our failure to take any action or delay taking any action related to your default, does not waive, or imply a waiver of, any of our rights under this Agreement."

  This information is available in your loan documents available in your dashboard at ************************.
  

  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 Card account ending in 6388 should be directed to:

  Velocity Investments, LLC
  PO Box 788
  Wall, NJ 07719
  **************
  ****************************************************
  
  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:01/18/2025

  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.

  Subject: Complaint Against Upgrade, Inc. for Inaccurate Credit Reporting Dear Better Business Bureau,I am writing to formally file a complaint against Upgrade, Inc. regarding their continued reporting of inaccurate information on my credit report. Despite my account being closed, ********************** has reported that I have been late on payments, which is not only false but has also negatively impacted my credit score.I have made multiple attempts to resolve this issue directly with Upgrade, Inc., but they have failed to correct the inaccuracies. Their persistent reporting of this erroneous information has caused significant harm to my creditworthiness and has hindered my ability to secure new credit.I request that Upgrade, Inc. take the following actions:1. **Remove the negative reporting** from my credit report that inaccurately reflects late payments on a closed account.2. **Provide a letter acknowledging their mistakes** in reporting this information, which I can use to assist with reapplying for credit.3. **Send this acknowledgment letter to the credit bureaus** to ensure that my credit report is corrected.The inaccuracies in my credit report are not only damaging to my financial health but also raise concerns about the integrity of Upgrade, Inc.'s reporting practices. I urge the Better Business Bureau to investigate this matter and assist in resolving this issue promptly.Thank you for your attention to this matter. I look forward to your response and hope for a swift resolution.Sincerely,*********** ****

  

  Business Response

  Date: 01/27/2025

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

  Your reference number is 5066.

  We apologize for the inconvenience this may have caused.
  
  We would like to confirm that you applied for an Upgrade OneCard with Upgrade on June 7, 2024, and were approved on June 21, 2024. We have reviewed your account with ******************** and would like to confirm that it is accurately reporting to the credit bureaus. On or about December 20, 2024, your account was 120 days past due and was charged off. On or about January 22, 2025, 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.
  
  We would like to confirm that at the time of your application, you agreed and provided your consent to the Credit Line Agreement.
  
  As noted in your Credit Line Agreement, section 17. Remedies, it states:
  
  If you are in default under this Agreement, we may take any remedy allowed by law, including but not limited to requiring immediate repayment of your total outstanding balance. We may also require you to pay all costs and expenses incurred in the collection of your account, and we may also require you to pay all reasonable attorneys' fees associated with the collection of your account if your account is referred to a nonemployee attorney.
  
  In the event that we exercise any of our rights or remedies under this Agreement, you will continue to be in default until such time that you pay to us all amounts due to us and you have cured any and all defaults. Our failure to take any action or delay taking any action related to your default, does not waive, or imply a waiver of, any of our rights under this Agreement.

  As noted in your Credit Line Agreement, section 22. Assignment, 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. Promissory Notes under this Agreement may be sold, transferred or assigned by us.
  

  This information is available in your loan documents available in your dashboard at ************************.
  

  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 Card account ending in 3581 should be directed to: 
  

  *************************
  PO Box 788
  Wall, NJ 07719
  **************
  ****************************************************

  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:01/16/2025

  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 need help with my upgraded checking and savings account. I received an email stating account suspension, but I have no clue why it was placed. Yet, I see a merchant trying to withdraw funds from my account because I am not getting any assistance from Upgrade customer service over the phone or via email. I have limited access to request a stop payment or block this merchant from leaving my account negative.

  

  Business Response

  Date: 01/22/2025

  Hi *******, 
  

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

  Your reference number is 5030.

  We apologize for the inconvenience this may have caused.

  We would like to confirm that on January 17, 2025, we have received your Positive Balance Disbursement Form. 

  This disbursement may take up to 7-10 days to be reflected in your account. If we need any additional information, we will contact you via email.

  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 time.

  Thank you,

  The Upgrade Team

   

  
  

  

  Business Response

  Date: 01/22/2025

  Hi *******, 
  

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

  Your reference number is 5030.

  We apologize for the inconvenience this may have caused.

  We would like to confirm that on January 17, 2025, we have received your Positive Balance Disbursement Form. 

  This disbursement may take up to 7-10 days to be reflected in your account. If we need any additional information, we will contact you via email.

  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 time.

  Thank you,

  The Upgrade Team

   

  
  

• Initial Complaint

  Date:01/15/2025

  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.

  My Credit line was changed to $500 without being notified or approving it. This is going to negatively impact my credit score as my current balance is $900.

  

  Business Response

  Date: 01/21/2025

  Hi Austin, 
  

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

  Your reference number is 5031.

  We apologize for the inconvenience this may have caused.

  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:01/15/2025

  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 paid my bill early and they still took out money on the schedule date. I pay my bills early. And when I called they said 7-10 business days. Well they over drafted my account. So much for paying bills early. Just because I agree to a date doesn't mean I'm going to wait. If I have the money then I'm going to pay it. They won't expedite my refund.

  

  Business Response

  Date: 01/21/2025

  Hi ******, 
  

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

  Your reference number is 5021.
  

  We apologize for the inconvenience this may have caused.

  We would like to confirm that a refund that a refund is set to disburse on January 24, 2025, in the amount of $71.88. Pleas eallow 1-4 business days for the funds to be released to your bank account.

  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 time.

  Thank you,

  The Upgrade Team

• Initial Complaint

  Date:01/14/2025

  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.

  To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed ************************** *** ACCT #: ********* ***. $0.00 Under the Fair Credit Reporting Act, 15 U.S.C. 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  

  Business Response

  Date: 01/20/2025

  Hi *******, 
  

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

  Your reference number is 5005.

  We apologize for the inconvenience this may have caused.

  We would like to confirm that you applied for a personal loan with Upgrade on May 19, 2022, and were approved on May 19, 2022. We have reviewed your account with ******************** and would like to confirm that it is accurately reporting to the credit bureaus. On or about October 18, 2022, your account was 120 days past due and was charged off. On or about December 19, 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.
  
  We would like to confirm that at the time of your application, you agreed and provided your consent to the Loan Agreement.
  
  As noted in your Loan Agreement, section 5. a. c. Remedies, it states:

  "In the event that you are in default under this Note, we may: (1) declare our loan to you immediately due and payable, except that your loan will become immediately due and payable to us under a Bankruptcy Event, regardless of whether or not we take any action; and (2) pursue any other remedies available to us under applicable law. b. Loan Acceleration. If your loan is immediately due and payable, you must promptly pay in full the unpaid principal amount of the loan, all accrued interest, and any other amounts and fees payable under this Note. c. Cost Reimbursement; Application of Proceeds. You agree to promptly reimburse us, with interest, for all costs and expenses incurred in exercising our remedies related to this Note, including reasonable attorneys' fees and the costs of collection after default, to the extent permitted by applicable law. Our rights under this Note are cumulative and we may exercise these rights at any time if you default. In the event that we exercise any of our rights or remedies under this Note, you will continue to be in default until such time that you pay to us all amounts due to us and you have cured any and all defaults. Our failure to take any action or delay taking any action related to your default, does not waive, or imply a waiver of, any of our rights under this Note."

  All payments and correspondence for your Upgrade personal loan account ending in 2068 should be directed to:

  *************************
  *******************************************
  ************
  ********************************************* 
  
  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:01/14/2025

  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.

  To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed ************************** *** ACCT #: 3551**** ***. ************************** *** ACCT #: ********* ***. $0.00 Under the Fair Credit Reporting Act, 15 U.S.C. 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  

  Business Response

  Date: 01/23/2025

  Hi *******, 
  

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

  Your reference number is 5010.
  

  We apologize for the inconvenience this may have caused.

  We would like to confirm that you applied for an Upgrade card with Upgrade on November 3, 2020, and were approved on November 3, 2020. We have reviewed your account with ******************** and would like to confirm that it is accurately reporting to the credit bureaus. On or about April 24, 2024, your account was 120 days past due and was charged off. On or about May 28, 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.
  
  We would like to confirm that at the time of your application, you agreed and provided your consent to the Credit Line Agreement.
  
  As noted in your Credit Line Agreement, section 16. Remedies, it states:
  
  If you are in default under this Agreement, we may take any remedy allowed by law, including but not limited to requiring immediate repayment of your total outstanding balance. We may also require you to pay all costs and expenses incurred in the collection of your account, and we may also require you to pay all reasonable attorneys fees associated with the collection of your account if your account is referred to a non-employee attorney.
  
  In the event that we exercise any of our rights or remedies under this Agreement, you will continue to be in default until such time that you pay to us all amounts due to us and you have cured any and all defaults. Our failure to take any action or delay taking any action related to your default, does not waive, or imply a waiver of, any of our rights under this Agreement."

  As noted in your Credit Line Agreement, section 22. Assignment, 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. Promissory Notes under this Agreement may be sold, transferred or assigned by us.
  

  This information is available in your loan documents available in your dashboard at ************************.

  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 Card account ending in 9942 should be directed to:
  
  *************************
  PO Box 788
  Wall, *******; 07719
  ************** 
  ****************************************************
  
  We would also like to confirm that you applied for a personal loan with Upgrade on June 6, 2023, and were approved on June 7, 2023. We have reviewed your account with ******************** and would like to confirm that it is accurately reporting to the credit bureaus.On or about April 5, 2024, your account was 120 days past due and was charged off. On or about May 21, 2024, the debt was sold to ***********************

  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 7848 should be directed to:
  
  Crown Asset Management
  *******************************************************************
  *********************
  Toll Free: **************
  Local: **************
  ***************************
  

  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:01/14/2025

  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 done business with this company for a long time and I fell behind on payments and I got an email saying:Contact us before January 14, 2025 to make arrangements or schedule a payment and avoid this irreversible status. We may have options to get you back on track. We can be reached at: **************.So I called in yesterday 1/13 at 8:21am and I am then told the account has already been charged off and there is nothing they can do. I was told to send the email to ************************************ and someone would assist and I did not get a call back or an answer and now it is too late. I just feel scammed because why send an email saying to call in before this date and when I do it is too late and I cannot get any assistance now to correct and now that my account has been charged off they basically said there is nothing they can do now. Step up and take accountability and admit to not being truthful in your emails. I am posting this to bring awareness of this company and how obvious their dishonesty is .

  

  Business Response

  Date: 01/21/2025

  Hi ****,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 5008.
  

  Upgrade has recently conducted a review of your account and we would like to review the findings with you. Please contact our Upgrade Customer Advocacy Team at your earliest convenience by dialing **************, Monday through Friday, 7am-6pm MST, or by email at ***************************************************************. 
  

  We look forward to speaking with you.
  

  Thank you, 
  

  The Upgrade Team