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:01/07/2025

  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 have an existing loan through Upgrade, Inc. On 12/31/24 I authorized a single, one time extra principal payment of $800. The payment was made online. I clicked the pay button one time and never refreshed. The next day I learned that Upgrade processed the payment twice, deducting two separate $800 payments from my account. On 1/2/25 I contacted Upgrade and they acknowledged the error but said it would take ***** days to refund the money. I explained this was unacceptable - it would result in my account being overdrawn. They said they could do nothing about it. They claimed it was because they had to wait until the payments cleared my account. On 1/6/25 the payments cleared my account. On 1/7/25 I again contacted customer service and they again claimed they could do nothing. I had to move $600 from my high-yield interest savings account to ensure my checking account did not get overdrawn and it significantly impacted my financial situation for the month. I believe at the very least I should be compensated with interest for the 2 weeks that Upgrade had my money without my authorization in the form of either an additional reimbursement or additional credit to my account

  

  Business Response

  Date: 01/16/2025

  Hi ******, 
  

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

  Your reference number is 4945.
  

  We apologize for the inconvenience this may have caused.

  We would like to confirm that we have successfully expedited your refund in the amount of $800.00 to the external bank account on file. The refund was released on January 10, 2025.

  Please allow 1-4 business days for the refund to be placed back into 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.

  Thank you,

  The Upgrade Team

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22780547
  
  I am rejecting this response because:

  I received the refund on 1/14/24, which was a full 2 weeks after the error your company made in deducting the money twice from my account. As a result of the error on your end, I had to not move money from my high-bearing interest savings account in order to avoid overdrawing my account. This means I lost two weeks of interest on that money (interest rate of 4 percent). 

  Your reason for the delay in refunding the money was originally that you did not know how long it would take my bank to clear the account and you could not refund the money until you received it. First, this seems unreasonable and unacceptable under the circumstances - the error was not mine and as a lender /financial institution I am certain you are in the position to release money immediately when necessary.

  Second, as soon as the money cleared my account I called your company and was told that despite it clearing my account you STILL could not release the funds until 1/10.

  Again, this caused me unnecessary financial hardship and it was NOT MY error. It was entirely an issue with YOUR website.

  I have now paid off my loan. But I believe I should be refunded the two weeks interest I lost by being forced to move my funds out of my high-interest bearing account in order to avoid further losses on my end because of YOUR error.

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

  

  Business Response

  Date: 01/22/2025

  Hi ******, 
  

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

  Your reference number is 4945.

  We sincerely apologize for the inconvenience this may have caused.

  After a thorough review, our records indicate that both $800.00 payments were scheduled online through the user dashboard. One payment was designated as a principal-only payment.

  While we were unable to cancel the additional payment, we submitted a request for a refund of the second payment on January 10, 2025. Please note that our standard refund process may take 7-14 business days for review and processing, if applicable.

  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:01/07/2025

  Type:Order 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.

  DENIAL & DISPUTE Exempt. To: Upgrade Dear **** SUBJECT :- In Regards To: Upgrade; I, *** *****, A Man, Non Adverse, Non Belligerent, Non Combatant Party and Executor with full life, is in full possession of your recent voluntary submission of evidentiary documents. Upgrade, Must herein provide a true and certified original copy of the Complete Audit Trial, Under Penalties of Perjury of said account. Furthermore, in order for Upgrade to validate the debt, please provide verification through Audit Certification of Debt Entry in accordance with G.A.A.P., I.F.R.S., in accordance with BASEL 3 accord and U.N.C.I.T.R.A.L. Conventions. I would also need a certified copy of an original contract with my wet ink signature between me and , providing that Upgrade, is the holder in due course of the original debt contract and certified original copy of your Tax Registration Certificate. Any or all communications not received by Registered Mail Order under Penalties of Perjury will be refused for cause without dishonor and defective upon its face. Failure to substantiate the claim under Penalties of Perjury. Please settle & remove this account immediately within (30) days. NOTICE TO AGENT IS NOTICE TO PRINCIPAL. NOTICE TO PRINCIPAL IS NOTICE TO AGENT. Respectfully, All Rights Reserved, Without Prejudice, Non-Assumpsit. Executor of the Estate; Authorized Representative. This is a computer generated document, hence no signature required.

  

  Business Response

  Date: 01/15/2025

  Hi Wai, 
  

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

  Your reference number is 4938.

  We apologize for the inconvenience this may have caused.

  After careful review, our records indicate that you opened an Upgrade Card account and an ******************** OneCard account on July 9, 2021 and April 14, 2023, respectively.
  
  As part of your applications, you provided your consent to electronically sign your documents through the E-SIGN Act Consent.The E-SIGN Act Consent states, Accepting this Consent, you affirmatively consent to the use of electronic Communications, electronic records and electronic signatures when transacting business with us.
  
  At the time of your applications, when you electronically signed and accepted the Credit Profile Authorization Agreements and the Credit Line Agreements, you consented to have your credit pulled and payment information reported to the credit reporting agencies.
  
  You may review all of your agreements for your accounts at any time, by logging in to your account at **************************.
  
  Per your request, we will be mailing you debt validation letters and your payment histories to the address on file for your accounts.
  
  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

  
  

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22777350
  
  I am rejecting this response because:

  ***************************************************************************************************************** Refused for Cause without Dishonor UCC *****, UCC ***** (2)(C)

  Sincerely,
  
  *** *****

  

  Business Response

  Date: 01/22/2025

  Hi Wai, 
  

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

  Your reference number is 4938.
  

  We sincerely apologize for the inconvenience this may have caused,

  As part of your applications, you provided your consent to electronically sign your documents through the E-SIGN Act Consent. The E-SIGN Act Consent states, Accepting this Consent, you affirmatively consent to the use of electronic Communications, electronic records and electronic signatures when transacting business with us.

  At the time of your applications, when you electronically signed and accepted the Credit Profile Authorization Agreements and the Credit Line Agreements, you consented to have your credit pulled and payment information reported to the credit reporting agencies.

  You may review all of your agreements for your accounts at any time, by logging in to your account at **************************.
  
  Per your request, we have mailed the debt validation letters and payment histories on September 28, 2024, to the address on file for your accounts.

  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

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22777350
  
  I am rejecting this response because:

  ***************************************************************************************************************** Refused for Cause without Dishonor UCC *****, UCC ***** (2)(C)

  Sincerely,
  
  *** *****

• Initial Complaint

  Date:01/06/2025

  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.

  My credit card was compromised and there was a fraudulent charge on it. I filed a dispute and the credit company credit card company denied my dispute and charged me $554.25 from a charge that I did not make. I have been with from this card company for years and even had a personal loan through them that I paid off in full. I thought that the point of using credit cards was because they are backed up from fraud. It is not fair for this to be passed on to me as the consumer when I did not make this charge.

  

  Business Response

  Date: 01/15/2025

  Hi ****, 
  

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

  Your reference number is 4936.
  

  We apologize for the inconvenience this may have caused.

  After careful review, our records indicate that we received your card dispute on October 4, 2024. Unfortunately, we had to decline the dispute for the following reason(s):
   
  - Card was presented in person.
  -  Account activity does not align with usual fraud patterns.
  - We found no aggressive activities on the card after it was blocked. 
  

  Here is what you need to know:
   
  If a provisional credit was issued, it will be reversed and you will be responsible for payment of the transaction(s) and related accrued interest according to your standard payment schedule.

  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:01/06/2025

  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.

  12/24/2021 an upgrade account was fraudulently opened in my name. I did contact Upgrade and gave them the police report and let them know what had happened. Despite this they reported me to the credit agencies as a collection account. Apparently my account was then sold to another company. I wrote this company and told them the situation. They said they would have everything removed from my report but it never happened.Upgrade was unable to provide me with my actual signature or any information that would show it was actual me that started this account. I dont have a business and never did. Upgrade is some kind of business loan place. I want this fraudulent account off my credit report

  

  Business Response

  Date: 01/15/2025

  Hi Aryn, 
  

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

  Your reference number is 4937.

  We apologize for the inconvenience this may have caused.

  We would like to confirm that you applied for an Upgrade personal loan with Upgrade on December 17, 2021, and were approved on December 23, 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 24, 2022, your account was 120 days past due and was charged off. On or about September 26, 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. b. Remedies, it states:

  "Our remedies if you default on this Note include the following (to the fullest extent permitted by law): a. General. 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."

  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 1481 should be directed to:
  

  ****************************
  One Allied Drive
  Trevose, ** 19053
  Customer Inquiries: **************
  *********************
  

  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:01/06/2025

  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.

  UPGRADE *** HAS REPORTED A CHARGE OFF ON THIS ACCOUNT AND I NEVER RECIEVED A 1099 FOR THIS ACCOUNT. THE DATE OF CHARGE OFF IS JULY 2024 FOR $636. GRID CODE L (CHARGE OFF). I NEED A 1099 FOR THIS ACCOUNT TO FILE MY TAXES. I AM REQUESTING A 1099 FOR THIS ACCOUNT.

  

  Business Response

  Date: 01/13/2025

  Hi Okechukwu, 
  

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

  Your reference number is 4932.
  

  We apologize for the inconvenience this may have caused.

  We would like to confirm that you applied for an Upgrade card with Upgrade on April 14, 2021, and were approved on April 14, 2021. We have reviewed your account with ******************** and would like to confirm that it is accurately reporting to the credit bureaus. On or about November 20, 2024, your account was 120 days past due and was charged off. On or about December 19, 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 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 4685 should be directed to: 
  
  Velocity Investments, LLC
  PO Box 788
  **************
  **************
  ****************************************************

  A 1099-C is an IRS tax form titled Cancellation of Debt. This form is issued when a debt of more than $600 is canceled or forgiven, such as when a settlement has been completed. Upon review of our records, we found no indication that a settlement was processed for this 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 the opportunity to address your concerns.

  Thank you,

  The Upgrade Team
  
  
  
  
  
  
  

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22773837
  
  I am rejecting this response because: This account has been charged off and by law a ******************************************  See (Creditors are required to issue a 1099-C for the tax year in which an identifiable event took place. That could include a creditor agreeing to settle a debt for less than the full balance, or foreclosing on a home in a non-recourse state where the lender cannot try to collect a deficiency.)  See (By Definition, the *** Clearly says a Cancelled debt or Charge off is Income. The reporting of this account as a debt is inaccurate).
  
  Sincerely,
  
  ********* *********

  

  Business Response

  Date: 01/21/2025

  Hi Okechukwu, 
  

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

  Your reference number is 4932.
  

  We sincerely apologize for the inconvenience this may have caused.

  After careful review, our records no evidence was foundt hat a settlement was processed for this account and as a result, the account was sold to *********************

  We would like to inform that a 1099-C is an IRS tax form titled "Cancellation of Debt," issued when a debt exceeding $600 is canceled or forgiven, such as in the case of a settlement.  

  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.

  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 Answer

  Date: 01/25/2025

   
  Complaint: 22773837
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* *********

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair 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.

  BBB,My name is ****** ***** and my email is ******************* My number is **************. My address is **************************************************. My Rewards Checking Plus #*********. I have had an account with upgrade in the past in which I closed down. Now I have decided to open a new account. Upon opening a new account I was instructed to Photo of Yourself with Upgrade Note. The email doesnt explain what an upgrade note is nor when I contact customer service they are able to explain what it means which is terrible when it comes to opening an account. Ive uploaded a photo of my face, my drivers license and me holding my license which should be sufficient enough. **************** unfortunately told me that they can not see anything when I clearly uploaded the documents. Someone in a higher position at upgrade needs to step in and assist with this matter because Im attempting to open an account again and I have closed my prior account in good standing.

  

  Business Response

  Date: 01/10/2025

  Hi ******, 
  

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

  Your reference number is 4929.
  

  We apologize for the inconvenience this may have caused.

  We would like to confirm that your Rewards Checking Plus account is open and active. There is nothing more we need from you at this time. 

  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 Answer

  Date: 01/10/2025

  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

  Date:01/03/2025

  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.

  Hello, my name is ******* ******, I am 47 yrs old, single mother of 4 kids. I have a terminal illness and am on a fixed ***ome. I have had a bank account with ******************** For approximately 3 yrs. Never have I had an issue with overdrafts, fraud or any type of suspicious activity on my account. Without any warning or notice by email, txt or direct call I went to bed with my account in positive good standing and I woke up on November 18, 2024 opened my account to find a note on the top stating my accounts were suspended and asked my to contact a number to resolve the issue. I immediately called the number to be told that the back office was investigating suspicious activity on my account and all I could do was wait for further notice by email. S***e then I have called on multiple occasions because I never have gotten an email. I explained to them I get a direct deposit soon and I need those funds to pay my rent! I was hung up on, laughed at and still today January 3, 2025 I have yet to see that or even get an explanation. Today I appeared in eviction court and have been evicted with nowhere to go with my children because upgrade, inc. has had $1345 dollars of my money held in that account s***e December 28, 2024. I have 5 days to leave my place of residence and haven't even been given a reason for suspensionnoy to mention hold my money. As of this January 3, 2025 when I spoke to someone while headed to eviction court I was told it might be 45 days before the release of my money and as per their contract they have all rights to hold my money even though my account was in positive standing with 0.94 at time of receiving my direct deposit and still remains positive! Upgrade has caused a life altering disruption in mind and my children's life as I have 5 days before being homeless due to this ridiculous action put against me and my account. I give **********************, *** until Monday January 6, 2025 to release my funds before i take further legal action!

  

  Business Response

  Date: 01/10/2025

  Hi *******, 
  

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

  Your reference number is 4930.
  

  We apologize for the inconvenience this may have caused.

  After careful review, our records indicate that your account with Cross River Bank was terminated. As outlined in our terms and conditions, **************** retains the right to terminate accounts at its discretion.

  Upon reviewing your account for termination, we identified a positive balance remaining in your account. However, we were unable to locate a linked external account on file to facilitate the disbursement of these funds. Consequently, we have removed the balance from your deposit account(s) to proceed with the account closure process.

  Please complete the Positive Balance Disbursement form that was emailed to you on January 10, 2025, to provide disbursement instructions for the remaining balance in your account and return it to us within 10 business days.

  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:01/02/2025

  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.

  Upgrade bank , bit its not a bank , its a financial technology company , I have been with them for years for a checking account , on Nov 18 they put my account on suspension for no reason , they said it was unusual activity , I was having my inheritance money coming in weekly it was a lot , then I did some bitcoin that I was behind on my investments , that is no criminal matter , then I tried ti do a wire transfer to my other account my credit union ? Then they placed this suspension in my acct abd its still there , its been over 30 days , then I had ti fill out this firm ti gave my money sent to my credit union when they released the money , the money is still locked up , I have no money fir groceries , my medicine , my bills ti get paid everything and late fees are adding up big time , my health is getting worse because I need a specific medicine fir my Ulcerative Colitis which is uncurable , theyre costing my life , by not getting my money ti me , and its the end of the year ?? I would think they would. Have ti pay this money to me immediately , Im Also going ti send the ************************************ a complaint too avd call the *** . They owe me ******** plus all extras fir e we notional distress if not being able ti pay my bills , or get my medicine fir my health ti get worse ,

  

  Business Response

  Date: 01/09/2025

  Hi ****, 
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 4920.

  We apologize for the inconvenience this may have caused.

  We would like to confirm that we received your Positive Balance Disbursement form, however, the form must include all 4 corners of the document. An email was sent out on December 23, 2024, with a new form attached for you to fill out.
   
  Please complete the form that was emailed to you to provide disbursement instructions for the remaining balance in your account and return it to us within 10 business days.

  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 understandimg

  Thank you,

  The Upgrade Team. 

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22750253
  
  I am rejecting this response because:

  From: **** Beverage <**********************************************************>

  Sent: Monday, January 13, 2025 8:06 AM

  To: info <**********************************************************************************************>

  Subject: Complaint *********

   

  This I still is not released from the upgrade bank fir my money of ******** . I want something done can you send the law after them , or something , I dint know what else to do ??? I want my money I think They stealing it making me think itx in there but its not ?

   

  
  
  Sincerely,
  
  **** Beverage

  

  Business Response

  Date: 01/17/2025

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

  Your reference number is 4920.

  We sincerely apologize for the inconvenience this may have caused.

  We understand the importance of getting this matter resolved and our team is working diligently to ensure we can resolve this matter as soon as possible. Our team will contact you directly via email with an outcome and any next steps. 

  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:12/30/2024

  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.

  Account suspended and when called was unable to receive information why, when the suspension would be lifted and unable to get ahold of my money.

  

  Business Response

  Date: 01/08/2025

  Hi ****, 
  

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

  Your reference number is 4911.
  

  We apologize for the inconvenience this may have caused.

  We would like to inform you that the requested bank has been successfully added and verified. To view the update, please log out and log back in. The changes should be reflected on your account dashboard.

  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:12/27/2024

  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 looked at my credit report and I saw that Upgrade had a hard inquiry on 12/23/2024. I have not spoken with or done business with this company. I believe that this is a case of Identity Theft and someone else has attempted to open an account in my name. I called the company at the phone number listed on my credit report and it is a disconnected number. I looked up on the web for a valid number and tried to speak with someone but I was never able to speak with a person. I would like any account opened in my name to be closed and any account that is in progress to be opened to be cancelled. I would also like to have a response from the company confirming that they had closed and cancelled any account in my name.

  

  Business Response

  Date: 01/03/2025

  Hi *********,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 4910.

  We apologize for the inconvenience this may have caused.
  
  We have escalated this matter to our ****************** They will send you an email with an update and next steps as soon as they are available.

  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday- Friday, 7am-6pm PT, or by email at **************************************
  
  We appreciate your patience as we review this matter.

  Thank you, 

  The Upgrade Team