ComplaintsforUpgrade, Inc.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  First thing, I ordered a replacement for a damaged card 4 months ago and they've not sent it. I've talked to staff several times and they just make excuses. Second, I was approved for a second card for which they said 10 days for delivery. That was almost a month ago. The help staff seems as if they are scamming me. I just want the cards I'm paying for or I am not paying them anymore.

  

  Business response

  07/22/2024

  Hi ****,
  

  Thank you for your additional correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number 3965.
  
  We sincerely apologize for the experience you've had and thank you for letting us know that our service did not meet your expectations.
  
  On July 22, 2024, a member of our Customer Advocacy Team spoke with you in regards to this matter and will continue to be your point of contact while the issue is resolved.  We appreciate your patience as we work towards a resolution.
  
  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday through Friday, 7am-6pm MST, or email *************************************.
  
  Thank you,
  
  The Upgrade Team

  
  

• Initial Complaint

  07/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this debt with Upgrade ***** I do not have a contract with ******************* LLC debt collector stating that I will pay them or owe them any money. They did not provide me with the original contract with signatures validating that the debt is mine as requested.

  

  Business response

  07/19/2024

  Hi *****, 
  

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

  Your reference number is 3943.

  We understand that you are reaching out to receive service on your account, however, the referenced account has been sold, and is no longer owned by Upgrade. All servicing rights have been transferred to ********************* LLC.
  
  Additional information regarding the transfer of your account can be found in the letter or email you received from ********************* LLC that was sent out. You may also reference the Borrower Agreement through your online account dashboard.

  Please note because your account is no longer serviced by Upgrade, we are unable to process any payments. To determine what payment options you have, we recommend contacting ********************* LLC directly.
  
  The contact information for ********************* LLC is listed below:
  
  ********************* LLC
  PO Box 788
  Wall, NJ 07719
  ******************************
  ************
  
  If you are still in need of assistance, or if you have additional questions, please contact ********************* LLC.
  
  Thank you,
  
  The Upgrade Team
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My premier savings, checking and secured account with ********************** account was suspended due to my attempt to add an external account, with the purpose of adding more funds into the savings account. I called the same day and provided explanation and verification - the account I was trying to add was in my my name. My wife was also on the line to provide verification information. I was told by the agent that a "back office" is reviewing the account suspension and will resolve the issue in 2-3 business days. This was about week ago. It has been a week with no updates, my account is still suspended and the money in it frozen. The account has my protected money in it from Social Security and Federal Employee Retirement. I'm a retired federal criminal special agent that does fraud investigation and wife is a federal prosection attorney. We both have intensive knowledge of fraud etc. When I called again I was told that the "back office review" can take "up to months" and there is no explanation or reason for why the indefinite delay is occurring, nor could the agent tell me why the account remains suspended

  

  Business response

  07/19/2024

  Hi ***********, 
  

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

  Your reference number is 3943.
  

  After careful thought and consideration, this letter shall serve as notification that your Checking and Savings account have been terminated.
  
  In accordance with our terms and conditions, **************** reserves the right to terminate your account at any time.
  
  We have received your documents to provide disbursement and will begin reviewing them as soon as possible.

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

  We look forward to resolving this matter!
  

  Thank you, 
  

  The Upgrade Team 
  
  

  
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I *************************** called Citibank credit cards account number **************** phone number *************** to send a balance transfer of ******* to upgrade credit card number **************** phone number ************** on June 12th 2024 Citibank called upgrade who refused a bank wire and requested a merchant check # ******* from Citibank and was sent to upgrades third party bank stated by upgrade fraudulently as this bank cross river bank **************************** phone ************** Citibank sent check on June 12th 2024. I called Upgrade three weeks later they told me they lost the check and it was never sent to cross river bank. This is the fist lie upgrade told me as I called cross rive bank who stated there was no check and upgrade never used them for a third party at all. This is the second lie upgrade told me. I called upgrade several times speaking to ****** then ******* in escalation who said there is a completely different address to have Citibank mail a new check to LBX # ****** P.O ********************* ***** and denied ever giving the previous address to Citibank. This was the third lie from upgrade. This is bank fraud as Upgrade has shown they will do anything to stall a authorized balance transfer so they can collect more interest payments. Now I have contacted Upgrade again on 7-82024 and 7-09-2024 for 4 hours a day on the phone .******* again is the escalation ***** Who denies everything and will not freeze the account or offer to stop interest payments accrued unnecessarily for two months and still expecting me to do all their legwork with Citibank and I do not expect them to honor this next attempt which with no doubt take another two months to complete. This is Bank fraud and i expect severe disciplinary action taken against Upgrade .I expect a minimum of two months interest payments or however long it takes Upgrade to post the balance transfer.

  

  Business response

  07/19/2024

  Hi *******, 
  

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

  Your reference number is 3941.

  After review, we can see that there has not been a check payment received for this account.

  Please keep in mind that since this is a personal credit line and not a credit card, we are unable to apply payments using the 16 digit card number. If the payment was sent with the card number, we ask that you please contact your bank and request that they stop payment on that check and have them reissue it with the Loan/Account ID number.
   
  Also, please be advised that when a check is sent by mail, the processing time frame typically takes 10 to 14 business days - weekends and holidays not included. Once the check is received, we will backdate the payment to the date of receipt. 
   
  Please note that anytime a payment is mailed to the incorrect Upgrade address, the payment will be forwarded to the correct address which could take an additional 7-10 business days.
   
  All mailed payments should be sent to:
   
  Upgrade, Inc.
  Lbx#******
  P.O. Box 52210
  *******, AZ 85072-2210
   
  If you believe your check was sent to the correct address and account information and has surpassed the previously mentioned time frame, please provide us with the check number, date and exact dollar amount, so we can use this information to further research the missing payment.
   
  We apologize for any inconvenience this may cause.

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

  Thank you,
   
  The Upgrade Team

  
  

  Customer response

  07/19/2024

   
  Complaint: 21963688
  
  I am rejecting this response because: This is not a resolution upgrade is trying to stall for time due to their high interest rate payment that they refuse to offer any resolution due to my loss of two months trying to pay them through Citibank. My resolution was for Upgrade to hold my account until this was worked out as I would have saved three interest payments to Upgrade if they had properly executed the initial wire transfer. that  they had agreed to on June 12th 2024

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

  

  Business response

  07/29/2024

  Hi *******, 
  

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

  Your reference number is 3941.

  Upgrade partners with ***************** a New Jersey Chartered, FDIC insured bank, to offer personal lines of credit. Cross ********** originates these credit lines as the lender of record in accordance with its credit criteria and applicable laws, rules, and regulations. Upgrade assists in processing credit applications and services the accounts on an ongoing basis on behalf of, and with direct oversight by, the Bank.

  Our records indicate that on June 21, 2024, we received a check in the amount of $2,285, mailed to Upgrades corporate office in *************. This check was ultimately rejected and returned to the sender, as it did not include your Upgrade Card account number, and could not be properly associated with your account.
  
  We have reviewed your calls with our team and have confirmed that while our representatives did advise that check processing is handled by a third party processor, and could take 2 to 3 weeks for processing, they did not confirm that your check had been received, as you state. 
  

  As the aforementioned check did not have the appropriate account information, was returned to sender, and was never applied to your account details, our representatives were not able to provide any information on whether it was received on any calls.
  
  On July 8, 2024, you spoke with a member of our Resolutions team, who correctly advised that if we were to locate the check, we would need the check number. On the same day, you called back and provided the check number to a member of our Servicing team, who advised they would escalate this to our Payments team, and stated we would reach out within 3 to 5 business days. 
  

  We would like to apologize that this issue was not properly escalated, and that you were not informed that the check was returned. We would also like to apologize for the inconvenience this process has caused you. We have provided feedback to our Servicing team, and we hope we can provide you with a better experience moving forward.
  

  We would like to confirm that if you would like to have another check payment sent, we will honor and backdate this payment to June 21, 2024. 
  

  We recommend contacting our team and informing us if you will be sending a check payment, so that we may properly notate your account. Please also keep in mind that the account number, *********, must be included on your check payment. For the quickest processing time, please also ensure that the check is sent to the correct address, as listed above.
  

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

  Thank you,

  The Upgrade Team
  
  

  
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Friday, June 28th, I received emails that my Upgrade Checking and Savings accounts had been suspended and my debit card locked with no indication as to why. I called the recommended number for more information and they told me that there was unusual activity on my account and that they couldn't share any additional information. These are my main spending and savings accounts, and they did not communicate they would be suspended or why right before a holiday weekend. They still remain suspended with no further updates or information on what is going on. This has affected my credit as I had several auto-pay payments missed due to Upgrade suspending my accounts and holding my own money from me. I reviewed all my transactions and there were none that are suspicious or unusual in my opinion. Most banks will call and communicate if something suspicious is occurring, but not Upgrade! They do not care that this is affecting my financial, mental, and physical well-being and have yet to provide any kind of timeline on when they anticipate releasing my money back to me. I need access to my own financial accounts in order to live and believe Upgrade is in the wrong for how they're handling this situation. For context on how this is affecting me financially, they have locked down $10,812 in both accounts from being used, and I have had to redo my direct deposits to a different bank so they don't take that money from me too. Again these were my main spending/savings accounts and I had to start over completely from $0 due to Upgrade's negligence. I would really appreciate any help the BBB can provide.

  

  Business response

  07/19/2024

  Hi *******, 
  

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

  Your reference number is 3940.

  We understand you have other obligations in regards to your funds and the restrictions placed on your account at this moment are preventing you from being able to attend to those responsibilities. Please understand that while our review process is underway, we're limited in the information we can provide but we can assure you our internal team is working diligently to provide an update for further instructions.
   
  We will be in touch directly via email with the outcome and any necessary next steps once the review is complete. 
  

  We appreciate your patience while we review this matter.

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

  Thank you, 
  

  The Upgrade Team 
  
  

  
  

  Customer response

  07/22/2024

   
  Complaint: 21971269
  
  I am rejecting this response because:

  They did not resolve the issue. Both my checking and savings are still suspended, and I cannot use my money. They keep saying they cannot provide details from their internal team and that I should just wait for an email with more information. It has been over 3 weeks without access to my finances with no help from Upgrade.
  
  Sincerely,
  
  *******************************

  

  Business response

  07/29/2024

  Hi *******, 
  

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

  Your reference number is 3940.
  

  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 
  
  

  
  

  Customer response

  08/01/2024

   
  Complaint: 21971269
  
  I am rejecting this response because:

  I have reached out to the contact info Upgrade provided and have received absolutely no response or resolution whatsoever. They are just biding time.

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

• Initial Complaint

  07/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This account is inaccurate and still showing in my credit report. I've been disputing this account for a very long time now and no action was being made.

  

  Business response

  07/18/2024

  Hi ******, 
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3936.
  
  We are sorry to hear about your experience and we are currently investigating the issue(s) you reported. Once we have concluded our investigation a Customer Advocacy Team member will reach out to you directly to discuss the findings and next steps within the next 2-3 business days.
  
  We appreciate your patience while we review this matter. If you have any additional questions, please contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at *************************************. 
  
  We look forward to speaking with you and resolving this matter!
  
  Thank you, 
  
  The Upgrade Team 

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a consolidation loan for $11,000 but was charged a $550 orientation fee. They never disclosed this amount to me and now I'm stuck with a loan amount that is inadequate for my needs. This is unacceptable.

  

  Business response

  07/17/2024

  Hi ******, 
  

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

  Your reference number is 3935.

  According to our records, you applied and were approved for a personal loan on February 28, 2024. As noted in section 2. Loan Terms. of the borrower agreement, which you electronically signed at the time of your application, it states, ...If your loan is subject to an origination fee, the fee will be deducted from your loan proceeds at the time of origination. Origination fees will not be refunded in any instance. Origination fees are included in the total loan amount, which accrues interest over the life of the loan."

  In addition, as noted in Exhibit A, section 3. FEES, subsection c. Loan Origination Fee. of the borrower agreement, it states, We will deduct a loan origination fee in the amount shown in the Truth in Lending Disclosure from the Principal Amount of Loan as shown in the Itemization of the Amount Financed contained in the Truth in Lending Disclosure.

  To view your borrower agreement, Truth in Lending Disclosure, and all other documents pertaining to your personal loan in your Upgrade Account dashboard, please follow the steps below:

  - Login to your Upgrade Account
  - Select "View Loan Documents

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

  Thank you,

  The Upgrade Team

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am submitting this complaint when I checked my credit I noticed this account ******************** *** ****** is reporting inaccurately On this account I don't owe anything to this company this account should have been reporting the balance. This account is now reporting in collection this is a violation Under, 15 U.S.Code 1681b- Permissible purposes of (a) In general subject to section any consumer reporting agency may furnish a consumer report under the following circumstances and no other: (2) In accordance with written instructions of the consumer to whom it relates. I never gave any consumer reporting agency written instructions to report anything on my credit report which violates my rights.15 U.S.C 1681s-2In accordance with the Fair Credit Reporting Everything has to be 100% accurate on my credit report.15 U.S.C 1681 Section 604 A Section 2: A consumer reporting agency cannot furnish an account without my written instructions.15 U.S.C 1692 Section ******************************************************************************************************************************************************* place known, or which should be known to be inconvenient to the Consumer.

  

  Business response

  07/17/2024

  Hi ********, 
  

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

  Your reference number is 3934.

  According to our records, you opened an Upgrade Card account ending in 4301 on January 17, 2022. A second Upgrade Card account ending in 1785 was opened on May 31, 2022.

  At the time of your application, you agreed and provided your consent to the Credit Line Agreement under section 6: Authorization to Obtain Your Credit Report; Credit Reports and Monitoring, which states, By entering into this
  Agreement and requesting a Personal Credit Line or a Draw, or for an additional Upgrade Card Loan, you authorize Upgrade and CRB, and their agents, servicers, and assigns (for purposes of this section, collectively, we), to obtain your credit reports from one or more consumer reporting agencies, such as TransUnion, Experian, or Equifax. You acknowledge that we may use the credit reports for any purpose permitted by law, including: (i) to authenticate your identity; (ii) to make credit decisions; (iii) to determine your current debt-toincome ratio; and (iv) to obtain your credit score. By proceeding with your application or Draw request you authorize us to contact third parties, potentially including your employer, to verify the information in your application and your credit report without further notice to you. You acknowledge that we may obtain credit reports on you on an ongoing basis until all amounts owed under your PCL are paid in full. We may report information concerning your performance under this Agreement to credit reporting agencies. Late payments, missed payments or other defaults on this Agreement may be reflected in your credit report.
  

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

  Thank you,
  

  Upgrade, Inc.
  

  
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I accidentally made a double payment while trying to make the payment on my personal loan last month. The first few days of June I logged on to make my payment that was due on 5/30. I did not immediately get a confirmation of payment like I normally do, so I just made the payment again figuring I'd been disconnected. A few days later I logged into my bank and noticed I'd made 2 payments. I got in touch with their support team via email, explained the issue, and asked if the 2nd payment could be counted as my payment due on June 30. They agreed and said they'd submitted the request; this was in writing. I reached back out the end of June because I noticed I was still showing a payment due on June 30; they reassured me it was showing as no payment due on their end and to give my dashboard a couple of days to refresh. This was also in writing. I then got billed the full payment amount again on 6/30. At this point I called customer service and explained the situation. They escalated and agreed to refund the additional payment, BUT told me it would take ***** days to process. I asked why, as my bank has a 3-5 day processing time window, and they informed me there was nothing they could do, as they could not process the refund that day. The manager I was speaking to said they could not process the refund as it had not posted on their end, even though it had been taken out of my bank account. I then asked if they could refund one of the additional payments I made in June, since those HAD posted, and she said that was impossible. Overall I'm very angry with the fact that I was told twice I would not be charged on 6/30, then was charged, and they did not do anything to immediately rectify the situation. I had already routed those funds to another payment, which was then declined and because of that future credit limit updates will be delayed by up to 10 days. Having to then wait ***** days for a refund of $544.70 that I was told twice I wouldn't be charged anyway is absurd.

  

  Business response

  07/17/2024

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

  Your reference number is 3930.

  Our records indicate a refund in the amount of $544.70 was released to the bank account on file on July 10, 2024. Please allow 1-4 business days for the funds to process into your account.
  
  We appreciate your patience and apologize for any inconvenience this may have caused.
  

  If you have any questions, you can reach our Customer Advocacy Team at ***************, Monday-Friday, 7am-6pm MST, or by email at *************************************. 
  

  Thank you, 
  

  The Upgrade Team 
  
  
  

  
  

  Customer response

  07/18/2024

   
  Complaint: 21943013
  
  I am rejecting this response because: I called on July 2nd and the refund was not issued until July 10th. That is a span of 8 days, 3 of which were business days if I am generous and accounting for the July 4th holiday. I would think that if a company was actually concerned with a mistake on their part, they would act with every sense of urgency to rectify the situation. I work in customer support with a company that processes payments; I know that it is possible to rectify mistakes quicker than that. 

  Additionally, no acknowledgement of wrongdoing has been admitted by Upgrade. While they have "apologized for any inconvenience this may have caused," they have not acknowledged that they were 100% at fault in this situation, nor have they offered any indication that this will be prevented in the future. I would like acknowledgement from Upgrade that they told me three times, in writing, that I would not be charged for $544.70 on June 30th, not to worry, "give your dashboard time to reflect," and then I was promptly charged on June 30th. Screenshots of my communication with them with dates are attached to this comment. How does a company fail so badly in their customer support, and therefore upper management, that something like this happens? 

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

  

  Business response

  07/24/2024

  Hi *******, 
  

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

  Your reference number is 3930.
  

  Our records indicate that a refund request was submitted earlier for the June 30, 2024 payment, as long as it is not returned by your bank. Please keep in mind that it may take 7-10 business days (weekends and holidays not included) for us to review your account(s) and for the refund to arrive in 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 apologize for any inconvenience this may have caused.

  Thank you, 
  

  The Upgrade Team 
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing urgently to address inaccuracies on my credit report due to the disclosure of my personal information to credit bureaus, which has caused significant financial and emotional distress.According to 15 USC 1681 Section 602, I am entitled to financial privacy and expect my information to be treated confidentially.Additionally, under 15 USC 1681 Section 604(a)(2), a consumer reporting agency cannot disclose account details without my explicit consent, which I have not provided.The discrepancies associated with UPGRADE *** have negatively impacted my financial standing and need immediate correction.Moreover, compliance with 15 USC 1666(b) is crucial, as it prohibits creditors from treating credit card payments as late under specific conditions.For your reference, my account details are:Account Number: *************I request a thorough review of my account, immediate correction of the credit report inaccuracies, and strict adherence to federal laws governing my information.Failure to address these concerns promptly may result in legal action. Your immediate attention to this matter is appreciated.Sincerely,***********************

  

  Business response

  07/17/2024

  Hi ******,
  

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

  Your reference number is 3931.
  

  We have reviewed your accounts with ******************** and would like to confirm that your accounts are reporting accurately to the credit bureaus.
  

  According to our records, you applied and were approved for an Upgrade Card on April 14, 2022. As noted in Section 6 of the Credit Line Agreement, which you electronically signed at the time of your application, which states, We may report information concerning your performance under this Agreement to credit reporting agencies. Late payments, missed payments or other defaults on this Agreement may be reflected in your credit report. If you would like to review your agreements, including your credit line agreement, you may do so by logging into your account at upgrade.com.
  
  On or about February 26, 2024, your Upgrade Card account ending in 1356 was sold to ********************* LLC. 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.
  
  
  All payments and correspondence for your Upgrade Card account ending in 8655 should be directed to:
  
  ********************* LLC
  **************
  ******************************
  

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

  Thank you,
  

  The Upgrade Team

  
  

*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. ↩