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
08/26/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Disputing an error to my credit line. Company admitted to a computer error on their end resulting in flagging my account as delinquent resulting in two erroneous credit reporting, suspension of my account twice, and a decrease in my credit line. Late payment status and credit reporting was corrected after 5 months but immediately after, my account was suspended and credit line decreased regardless of correcting the company's error. Contacted the company on 8/19/21 to address the credit line decrease and was told it would take 3-5 business days to reinstate. On 8/26, credit line was suspended again and account was flagged as 82 days late without any explanation other than they are still trying to figure it out. Company has significantly affected my credit with erroneous delinquency reporting, and has caused me lost time due to my constant follow-up over 5+ months to keep correcting their errors with my account. I have dealt with this issue for over 5 months to no fault of my own.
Business response
09/05/2021
Dear ***************************,
We are sorry to learn that you were dissatisfied with your experience at Upgrade.We would like to confirm that Upgrade will be waiving the remaining balance on your account. To close your account completely, please contact our Customer Advocacy team at **************, Sunday through Saturday, 7am-6pm MST, or email *************************************.
Sincerely,
Upgrade, Inc.Initial Complaint
08/26/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I have been trying to reach out for months to get my due date changed and no one has been able to assist with that . I have also been reaching out lately for the hardship program and I cannot get a response. I call back and they constantly tell me someone will call me in 1-4 days . Still havent heard back. I missed the call and I still cant get thru the department I need to speak with. I am hoping they can resolve this .Customer response
08/27/2021
Hello ******** ,
I would like to close at this complaint the business has successfully resolved my issue and everything is good to go thank you very much. ********
Initial Complaint
08/26/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I've requested to have an old checking account removed from the account for Autopay, but instead they ran the payment through the old checking account causing a $39 return fee and ran my payment through the new checking account that was provided.Business response
09/05/2021
Hello,
Thank you for contacting Upgrade, we appreciate the opportunity to address your concerns.
Were sorry to hear you were dissatisfied with your experience and would like to thank you for letting us know. Please contact Upgrades Customer Advocacy Team by calling ************ or via email at *************************************.Sincerely,
Upgrade Customer AdvocacyInitial Complaint
08/26/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I applied for a loan through upgrade but have not received any updates regarding the status. I have sent multiple emails. Ive called 7 times for a total of 7 hours wasted and each time No one has picked up their phone to any of the numbers provided on the websites.Business response
09/05/2021
Hello,
Thank you for contacting Upgrade, we appreciate the opportunity to address your concerns. Were sorry to hear you were dissatisfied with your experience and would like to thank you for letting us know. Please continue to work with our New Accounts team regarding your pending application. If you have any additional questions please reach out to our team by calling **************.
Sincerely,
Upgrade, Inc.Initial Complaint
08/25/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
It is impossible to have an issue escalated. I have a loan and I cannot see any information as to what I owe due to a technical issue. They refuse to let me talk to the tech team and or a manager. The communication with this company is the worst structure I have ever seen. I have spent hours on the phone and supposedly the only issue remaining is a change to my I cloud email. It has been set up as ******************* it should be 46 NOT 546. Numerous emails go unanswered. I have stopped auto pay until this is resolved. Please provide a number that will get me a resolution.Business response
09/04/2021
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. If you are still experiencing any technical issues please contact our Customer Advocacy Team by calling ************ or by email at *************************************.Sincerely,
Upgrade Customer AdvocacyCustomer response
09/07/2021
Complaint: 15801203
I am rejecting this response because:The issue was not resolved
Sincerely,
***********************Business response
09/19/2021
Hello,
Thank you for contacting Upgrade. We appreciate the opportunity to address your concerns. A member of our Customer Advocacy Team will be reaching out to you.
If you have any additional questions please contact our team by calling ************.
Sincerely,Upgrade Customer Advocacy
Initial Complaint
08/21/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I applied and was approved for a loan. I chose 3 creditors to pay. One of which was *********** for **** dollars, they sent my funds to a card ending **** the last four of my *********** card is ****. They refuse to track the payment, they refuse to give me the full account number, they refuse to allow me to see my initial application. They are requiring that I reach out to ************ I am being charged interest on money that was sent somewhere in error. And upgrade has apparently no way of helping me. *********** is stating they never received the payment. This needs to be rectified immediately,Business response
09/01/2021
Hello Katie,
Thank you for contacting Upgrade, we appreciate the opportunity to address your concerns.
We would like to confirm the funds for *********** in the amount of $8,000 we returned to Upgrade and re-issued to your bank account on file on August 25th, 2021. We appreciate that you took the time to let us know that our service level didn't meet your expectations.
We hope our response addresses your concerns. If you have any additional questions please reach out to our Customer Advocacy Team by calling ************.
Sincerely,
Upgrade Customer AdvocacyInitial Complaint
08/20/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
A account was open in my name and a personal loan was obtained. All my information was stolen and for this to happen better security measures should be taken to prevent this from happening again. Due to this until this is resolved I dont want my credit messed up so I have to insist on protecting my credit.Business response
08/29/2021
Hello,
Thank you for your correspondence through the Better Business Bureau.
Our team is currently in the process of reviewing your claim. Upgrade remains committed to working with you to find a solution.
Please do not hesitate to contact us if we can be of any further assistance. You may contact our team by calling **************
Sincerely,
Upgrade, Inc.Customer response
08/30/2021
Complaint: 15784503
I am rejecting this response because:
While this is being looked into I want all removal off my credit. Better security measures should have been handled.
Sincerely,
Tataum ********Business response
09/07/2021
Hello,
Thank you for your correspondence through the Better Business Bureau.
Our team is currently in the process of reviewing your claim. Upgrade remains committed to working with you to find a solution.
Please do not hesitate to contact us if we can be of any further assistance. You may contact our team by calling **************
Sincerely,
Upgrade, Inc.Customer response
09/13/2021
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,
Tataum ********Initial Complaint
08/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have tried reaching upgrade multiple times, over multiple platforms over the last two weeks. Waited on hold for over an hour as well. I have a credit card I was approved for and received in the mail. I activated the card but now it says I cant use the card until Upgrade says so. Im so frustrated at this experience and I dont know why upgrade wont respond.Business response
08/29/2021
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 and would like to make things right.
We would like to confirm your Upgrade Card is active as of August 28, 2021. If you have any additional questions please reach out to our team by calling **************.
Sincerely,
Upgrade, Inc.Initial Complaint
08/19/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I legally changed my name and have reached out to Upgrade via email 3 times over the last 2 months to change it on my account. I have also spoken to someone on the phone, been put on hold for over an hour and then hung up on twice. Because the name on my account does not match my social or my license I am unable to use the accounts.Business response
08/29/2021
Hello Bec,
Thank you for your correspondence through the Better Business Bureau. We are sorry to learn that you were dissatisfied with your experience at Upgrade and would like to make things right.
A member of our Customer Advocacy Team will assist you with processing your request. Please forward any documentation confirming your name change via email to ************************************* or by calling ************.
Sincerely,
Upgrade Customer AdvocacyCustomer response
09/02/2021
Complaint: 15778640
I am rejecting this response because: I did this. I contacted someone at upgrade customer advocacy, sent the information immediately, and never heard anything back after calling back and getting no response.
Sincerely,
Bec *******Business response
09/13/2021
Hello,
Thank you for contacting Upgrade. We appreciate the opportunity to address your concerns. We would like to confirm your name should now be updated on your online dashboard.
Please contact our Customer Advocacy Team should you have any other questions.
Sincerely,
Upgrade Customer Advocacy
************Initial Complaint
08/19/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I applied for a loan 3 weeks ago. I was told I was pre approved and that the loan was in review. I have emailed Upgrade twice, and have called only to be put on hold for an hour. I finally gave up. Everytime I check the website, it still says it is in review. I have never received any follow-up calls or emails from them.Business response
08/29/2021
Hello ***,
Thank you for your correspondence through the Better Business Bureau.
We apologize for any unforeseen frustration you may have experienced during this process as this is not the level of service we intended to provide. Our team would like to confirm your application was withdrawn per your request on August 27th, 2021.
If you have any additional questions, please feel free to contact us directly at ******************* or by calling **************.
Sincerely,
Upgrade, Inc.
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Contact Information
Customer Complaints Summary
1,378 total complaints in the last 3 years.
391 complaints closed in the last 12 months.