ComplaintsforUpgrade, Inc.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There was a transaction on my account which was fraud by a merchant called paybis for $3500 on my account. When I filed the dispute against the unauthorized transaction everything went smoothly and the agent said the matter would be investigated and I would be receiving provisional credit while the matter was being investigated. Today is the 8th business day and I called them yesterday because I didnt receive any credit into my account and although I know the bank has up to 10 business days to provide the credit, when I called the dispute department they said they had no idea about provisional credit and it could take 45 to 90 days to receive credit back into my account. The bank is clearly violating regulation E and you should not bank with upgrade bank because if something goes wrong with your account, they will not protect your money and hang you out to dry. All the customer service agents in the dispute department are from overseas and their English is very poor. I am never going to trust or put my money and direct deposits into this bank again and if I dont receive the provisional credit in the next 2 days I will be filing a lawsuit against the bank for violating regulation E.

  

  Business response

  09/13/2024

  Hi ******, 
  

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

  Your reference number is 4227.

  We apologize for the inconvenience this may have caused.

  To follow up concerning any debit card disputes, please contact the **** Disputes Team directly at  ************.

  If you have additional questions, please contact 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 response

  09/14/2024

   
  Complaint: 22241255
  
  I am rejecting this response because: upgrade bank clearly does not protect my or anyones money. Do not use this crooked fake bank.  My claim was in process for 9 days with no notes or anything.  Every time I called customer service and the disputes department.  And all of a sudden on the 9th business day, the day before the bank is required to provide provisional credit for the claim while they are still investigating it, they reject the claim with 0 notes or reasons saying they mailed the reason why and its been 8 days since they mailed it yet I have not gotten anything from upgrade bank. Im going to sue this crooked bank for theft, failing to follow regulation E, failing to protect our money. Do not use upgrade bank. They are clearly scammers 
  
  Sincerely,
  
  ****** ****

  

  Business response

  09/20/2024

  Hi ******, 
  

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

  Your reference number is 4227.

  We sincerely apologize for any inconvenience this situation has caused.

  The transaction in question is associated with the debit card, so we recommend contacting **** disputes directly at ************** for further assistance.

  Thank you for your understanding.

  Thank you, 
  

  The Upgrade Team

  
  

• Initial Complaint

  09/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was in the hospital, going through rehab, and I was late making a payment to the company Upgrade. They suspended my account and I was told that my account was be active 9/1. It was still suspended. I just called to have them unsuspend my account. The operator checked and said it still suspended and to called back in 30 days. It was beyond my control. I liked to just have my card active again

• Initial Complaint

  08/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I opened an account thru Upgrade App in mid July. It took 5 minutes to open it and link it to my bank were the funds were withdrawn. A week later, I found out that my account was suspended because upgrade wanted more personal information than that requested when I opened the account. I did not feel comfortable sending this so I decided to close the account. It's been a month since I've been dealing with this request and I still did not get my money back.

  

  Business response

  09/06/2024

  Hi *******, 
  

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

  Your reference number is 4206.
  

  Unfortunately, we were unable to locate an Upgrade account associated with this email address. For the security and protection of your account.
  

  To better assist, please contact our Customer Advocacy Team at your earliest convenience by dialing ***************, 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

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is against UPGRADE, *** I have an checking account I recently closed this account that was finalized in August, 2024 I contacted upgrade to let them know I am having issues in opening a new checking account and credit card application.when applying online it is asking for old phone numbers that is tied to my closed upgrade checking account. My old phone numbers tied to upgrade ************ and phone number ending in 3089 are no longer in-valid and I cannot change them even after my upgrade checking account number is closed.the ********************** agent stated I must use a new email address and new phone number I did try that and still when applying it says I already have an upgrade account with a different email address and still wants to send text codes to old phone numbers I also tried to update my new number with the agent but the agent stated I must do it online which is in possible.upgrade back office team needs to remove all old phone numbers from my closed account or add my current phone number to my upgrade profile ************ so I can apply for upgrade products.please see attachments to verify my identity to make these changes

  

  Business response

  09/06/2024

  Hi *****, 
  

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

  Your reference number is 4195.

  We appreciate you taking the time and completing the Positive Balance Disbursement requested form. We have uploaded this document onto your account. We are currently reviewing your account and nothing additional is needed from you at this time. It may take 7-10 business days for the review of the completed form to be completed. 
   
  Please keep an eye on your email as we will send you communication once a status update is available.

  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 while we review this matter.
  

  Thank you, 
  

  The Upgrade Team 
  

  Customer response

  09/07/2024

   
  Complaint: 22206306
  
  I am rejecting this response because:
  
  

  Upgrade has not updated my phone number ************ as requested with supporting documents of such change, into my upgrade account profile so I can successfully apply online for other products.

   

  Upgrade did not remove the old phone numbers and update correct number to my profile.

   

  upgrade failed to remove any text authentications so I can re-apply for a upgrade checking and savings product.

  

  Business response

  09/13/2024

  Hi *****, 
  

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

  Your reference number is 4195.

  We apologize for the inconvenience this may have caused,

  According to our records, you opened a Rewards Checking account on April 5, 2021, and an **************** account on October 2, 2022.
  
  Checking and Savings accounts are offered through Upgrade in partnership with ****************, a New ***********************************
  
  As noted in your Deposit Account Agreement and your Savings Account Agreement, and in accordance with our terms and conditions, **************** reserves the right to terminate your accounts at any time, for any reason or no reason, with or without prior notice to you.
  
  As of July 2023, your Rewards Checking and **************** accounts have been closed. Notices were sent to you via email confirming these closures. Unfortunately, at this time, you are no longer eligible to open new Upgrade Checking or Savings accounts due to the previous termination of your accounts.

  We understand that our agent informed you that you could update your contact information for your closed account online and we apologize for any confusion this may have caused you. We would like to confirm that we are unable to update contact information on your closed accounts.
  
  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

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was approved for a loan for debt consolidation. They sent the loan to multiple agencies and one was supposed to go on my secured credit card. All of the funds were received except this one portion for ******. They confirmed my card number was correct and said dont worry it could take up to 15 days for them to accept it but it probably wouldnt take that long and to call back next week and to contact my bank on my concerns over the amount of time.This continued to happen every week multiple times a week this same pattern with my bank stating they never received the funds and Upgrade saying to contact my bank and they cant do anything until it is declined and sent back. After many calls with my bank, and Upgrade the 15 days passed and finally it was escalated . Thought this meant I would get a phone call! Nope, I would get an email from the support team. It would ask for documents proving I didnt get the funds which I sent my bank statements. I told them my documents that were only on the app showed it got sent to the wrong bank but they would confirm my card information and say they have proof they received it.Finally called both places and got the information both companies needed and still was told it would take ANOTHER 15 days for funds to be declined and sent back to them before reissuing funds. The customer service team cannot help all they can do is send the information to the serving team who cant call only send an email and send the same information as a response or ask for the same information you have sent. After sending them all the documents, giving both companies all the information,over 30 days have come and gone and owe more due to having extend payments.After attorneys, OCC, FIDC, and *** fraud **** confirmed the bank in my borrower agreement is not associated with my card. I did find out my card cannot accept outside payments but if they had it would have gone into my checking. Filing a complaint with the controller of currency.

  

  Business response

  09/05/2024

  Hi *******, 
  

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

  Your reference number is 4192.

  After careful review, our records indicate that on July 12, 2024, you submitted an application for a direct pay personal loan through Upgrade, in which a portion of your loan would be sent to pay down existing creditors.

  As part of your application for your personal loan, you indicated that $300.00 be sent to your credit card ending in *****,$700.00 be sent to your credit card ending in *****, $1,999.00 be sent to your Chime credit card ending in *****, and the remaining amount of $2,429.59 be sent to your ********** account ending in *****. When you entered your bank account and credit card information, we noted that while it typically takes your creditors 1-4 business days to receive your funds, it can take up to 2 weeks. 

  We verified your information and approved your loan application on July 16, 2024. Our records show that the funds, in the amount of $300.00 and $700.00, for your credit cards ending in ***** and *****,were successfully sent to your creditors on July 17, 2024. 

  We have reviewed our records and confirm that the funds in the amount of $1,999.00, were successfully sent to Chime for your credit card ending in *****, and the remaining funds, in the amount of $2,429.59, were successfully sent to your ********** account ending in *****,on July 18, 2024.

  As we do not have record of these funds being returned or rejected, we recommend reaching out directly to Chime, to ensure that the funds we have sent on your behalf are applied to your accounts with Chime. We understand that this can be frustrating, and we apologize for any inconvenience you may have experienced. 

  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

  08/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I paid off this account in March or April. I received no statements and had no reason to check my statements as I had paid off the account. Approximately 3 weeks ago, I received an email stating I owed $.96. I called about the charge and learned that I owed $17 for an upgrade to my computer (which I had not purchased). The associate told me it was over 60 days old so I would have to pay it even if I had not purchased it. Yesterday, I received a call from Upgrade asking for the $.96. I told them again that this was not my charge. He told me to review my statements and call them back. I called today and was told again that even if I had not purchased the computer software, I would have to pay it as it was over 60 days old. I just tried to open my account again and now the statements are locked. So I cant see anything.

  

  Business response

  09/06/2024

  Hi *****,

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

  Your reference number is 4194.
  
  We are sorry to hear about your experience and we are currently investigating the issue(s) you reported. Once we have concluded our investigation you will receive communication once a status update is available.
  

  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 while we review this matter.
  

  Thank you, 
  

  The Upgrade Team
  

  
  

  Customer response

  09/07/2024

   
  Complaint: 22202848
  
  I am rejecting this response because: Upgrade knows they should remove this fraudulent charge and have failed to do so. I appreciate Better Business Bureaus assistance in this matter. I will only be satisfied when the fraudulent charge is removed. 
  
  Sincerely,
  
  ***********************

  

  Business response

  09/13/2024

  Hi *****, 
  

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

  Your reference number is 4194.
  

  We understand that this may be frustrating for you, and we apologize for any inconvenience caused.

  Please be assured that once we have concluded our investigation you will receive communication once a status update is available.

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

  Weappreciate your patience and understanding.
  

  Thank you, 
  

  The Upgrade Team 
  

  Customer response

  09/18/2024

   
  Complaint: 22202848
  
  I am rejecting this response because: Upgrade has had plenty of time to adjust my account. They have stated twice that they are aware the charge was not made by me but refuse to remove it. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  BE SURE TO CONTACT THE CFPB.com and file a complaint there also for this Company!!!! I had called and asked to redeem rewards earned for my spending and to request a withdrawal from a line said to stay open revolving for 5 years and their had been a restriction placed on my account this issue was escalated to be removed and resolved prior to my request to be completed, I was told to call back to check the status and I did a few hours later, I logged in my account had been closed, they kept the rewards and had them forfeited and I had to make and over payment to the account of ****** because they failed to apply my payment to the account in a timely manner?

  

  Business response

  09/05/2024

  Hi *****,
  

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

  Your reference number is 4191.
  
  We are sorry to hear about your experience and we are currently investigating the issue(s) you reported. Once we have concluded our investigation you will receive communication once a status update is available.

  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 while we review this matter.
  

  Thank you, 
  

  The Upgrade Team
  

  
  

• Initial Complaint

  08/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to formally lodge a complaint against Upgrade **** regarding the unjustified suspension of my checking account since 08/02. My account, which holds a balance of US $1,005.02, was suspended without any prior notice or valid explanation. Over the past 4 weeks, I have made multiple attempts to resolve this issue directly with Upgrade ****, both through emails (sent to ****************************************** and phone calls (by calling ************ as instructed on their website). Unfortunately, each time I have been told simply to wait for a so-called "another department" for the reviewed, with no clear explanation or timeline for when this issue will be resolved. During this past month Ihave never received any emails/calls/request for info from this "another department" and my funds are inaccessible. This lack of communication and accountability is unacceptable, and it has caused me significant financial stress and inconvenience.Given that I have been unable to access my funds for an extended period and have received no meaningful assistance from Upgrade ****, I am requesting that the Better Business Bureau intervene in this matter. I urgently need your help to get them to reinstate my account and recover my funds, or at least I should have my stuck funds transferred out. I also want to warn this scam-like company to the public audience and want to have BBB to ensure that Upgrade **** adheres to fair and transparent practices in dealing with its customers.Please let me know if you require any further information or documentation to assist in resolving this matter. I appreciate your prompt attention to this serious issue.Thank you for your assistance. Best regards, ******

  

  Business response

  09/02/2024

  Hi Siyuan, 
  

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

  Your reference number is 4190.

  We apologize for the inconvenience this may have caused.

  We would like to confirm that the temporary restrictions on your Rewards Checking account have been lifted. You may now resume normal account activity. We hope this helps and lease let is know if anything further is needed.

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

   As always, we thank you for being the best part of Upgrade. 

  Thank you, 
  

  The Upgrade Team

• Initial Complaint

  08/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upgrade continuously adds unexplained charges to my credit card account each month and refuses to take corrective actions to remove them. Whenever I request an investigation into these charges, they respond by adding even more unexplained charges, holding me responsible for payment. Additionally, when I return items purchased with the Upgrade credit card, they fail to reimburse me for the returned items, making it a habit to withhold money that should be refunded to **** have raised those issues many times to Upgrade representatives and they claimed they have open investigations but nothing has changed or resolved.

  

  Business response

  09/02/2024

  Hi Aly, 
  

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

  Your reference number is 4189.
  

  Our records indicate the last merchant dispute we received was your Upgrade Card dispute that you initiated on April 26, 2024.

  After review, our records indicate that the merchant issued a refund in the amount of $127.65 and it was applied to your account on April 25, 2024.

  If you have 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 
  
  

  
  

• Initial Complaint

  08/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I pulled a copy of my consumer report and noticed some items I would like to dispute. I have suffered emotional distress as a result of this matter and I have felt suicidal lately as a result so I demand this matter be resolved in a fair and equitable manner, which hasnt been done. UPGRADE *** # ********* These account are related to a transaction and experience that falls under the EXCLUSION section of the ***** definitions; rules of construction section. It was also reported without my written consent and therefore is a result of idwentity theft (as defined by the ************************** and the accounts SHALL be deleted. This account is not related to any transaction authorized by me, the consumer as I did not give written instructions to your agency to report this, which is a violation of the permissible purpose section of the ***** which holds your agency liable for damages of at least $1,000 per the civil liability section for willful non-compliance. Please DELETE this item from my consumer report!DELETE THESE ITEMS AND ISSUE ME A NEW, UPDATED COPY OF MY CONSUMER REPORT!

  

  Business response

  09/02/2024

  Hi *******, 
  

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

  Your reference number is 4145.
  

  After careful review, we are unable to substantiate your claim of identity theft. Please note, the investigation into your claim does not alter the terms and conditions of your account or your outstanding loan through Upgrade.

  We have reviewed your account with ******************** and would like to confirm that it is accurately reporting to the credit bureaus. On or about July 5, 2023, your Upgrade personal loan account ending in 6215 was charged off due to excessive delinquency and is now being handled and worked by ARSI.
  
  To contact ARSI, please call them at **************.
  

  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 
  

*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. ↩