Additional Complaint Information
BBB’s file for Upgrade Inc. was created in January 2017.
A review of complaints was completed in February 2024. Complaints on file
concern issues with credit reporting and suspension of accounts.
BBB encourages consumers to review the company’s links
below that details the company’s terms of use, credit score reporting and information about
active account qualifications.
https://www.upgrade.com/funnel/borrower-documents/TERMS_OF_USE
https://upgrade.zendesk.com/hc/en-us/articles/115002553014-How-long-does-it-take-for-my-credit-score-to-change
https://www.upgrade.com/deposits/active-account/
Need to file a complaint?
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/21/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I submitted an application for a loan to Upgrade, Inc. on 9/16/2021 My application was pre-approved and I was given the account #*********. I uploaded all documents (bank statement and pay stub) that were requested for final approval of the loan. After that my loan set stuck "in review" for 5 days until 9/21/2021 when I decided to call customer service. I set on hold for 45 minutes before getting to speak with a representative who said I needed to complete a "bank verification call". I was then transferred to another department for that and then that department representative said I need to upload an additional pay stub before the "bank verification call" could take place and assured me that uploading one more pay stub was all they needed. So I uploaded additional pay stubs and then called back. I then completed the bank call, but then afterwards was told they also needed a copy of my ss card. So I uploaded that too. I was then transferred again and set on hold for an hour, hung up.Business response
10/01/2021
Hello,
Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to assist you and are sorry for the experience you had when calling in to verify your information. A member of our Customer Advocacy Team will be reaching out to assist you with your inquiry. If you have any additional questions please reach out to our team by calling ************.
Sincerely,
Upgrade Customer AdvocacyCustomer response
10/02/2021
Complaint: 15890854
I am rejecting this response because:
Considering the utter lack of customer service I've experienced so far I do not expect anyone from this company to actually call me. As for me calling them, no thank you, I've experienced that nightmare already.Sincerely,
***************************Business response
10/06/2021
Hello,
Thank you for providing additional details regarding your complaint through the Better Business Bureau. Our team spoke with you on October 2nd, 2021 and we would like to confirm the withdrawal of your application. We would like to thank you for your valuable feedback and hope you would consider applying with us in the future.
Sincerely,
Upgrade Customer AdvocacyCustomer response
10/11/2021
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************
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Contact Information
275 Battery St Fl 23
San Francisco, CA 94111-3305
Business hours
Today,6:00 AM - 6:00 PM
MMonday | 6:00 AM - 6:00 PM |
---|---|
TTuesday | 6:00 AM - 6:00 PM |
WWednesday | 6:00 AM - 6:00 PM |
ThThursday | 6:00 AM - 6:00 PM |
FFriday | 6:00 AM - 6:00 PM |
SaSaturday | 6:00 AM - 5:00 PM |
SuSunday | 6:00 AM - 5:00 PM |
Customer Complaints Summary
1,347 total complaints in the last 3 years.
382 complaints closed in the last 12 months.