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:02/11/2024

  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.

  I HAVE PAID IN FULL THE BALANCE OWED ON THIS DEBT. I DEMAND THIS DEBT AND ANY NEGATIVE INFORMATION REPORTED BE REMOVED FROM MY CREDIT REPORT.

  

  Business Response

  Date: 02/19/2024

  Hi *****,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3531.
  
  Our records indicate that your Upgrade Card account ending in 8599 has a current balance of $0.
  
  We carefully reviewed the details of your credit reporting claim and found that the information reported to the credit bureau is accurate.
  
  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 assisting you!
  
  Thank you,
  
  The Upgrade Team
  

• Initial Complaint

  Date:02/09/2024

  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 am writing to express my profound concern about the disclosure of my nonpublic information to credit bureaus and the resulting inaccuracies on my credit report, leading to significant financial and emotional distress.As outlined in 15 USC **** Section 602, I assert my right to financial privacy, expecting the confidential treatment of my information.Moreover, 15 USC **** Section 604(a)(2) underscores that a consumer reporting agency cannot furnish account information without my written instructions, which have not been provided.I have identified discrepancies on my credit report originating from UPGRADE **** adversely impacting my financial well-being. I urgently request the rectification of these inaccuracies.Lastly, please be reminded of 15 USC 1666(b), preventing creditors from treating payments on a credit card account as late under specific circumstances.For your reference, my account details are as follows:Account Number: *********Account Number: *********I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws governing my information.Failure to address these concerns may lead to legal action. I anticipate your prompt response and resolution.Thank you for your immediate attention to this matter.Sincerely,***********************

  

  Business Response

  Date: 02/16/2024

  Hi ******,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3530.
  
  We would like to confirm that you applied for an Upgrade card with Upgrade on September 15, 2021, and were approved on September 15, 2021. We have reviewed your account with ******************** and would like to confirm that it is accurately reporting to the credit bureaus. On or about April 23, 2022, your account was 120 days past due and was charged off. On or about May 25, 2022, the debt 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.
  
  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 non-employee 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.
  
  As noted in your Credit Line Agreement, section 22. Assignment, it states:
  
  You may not assign or transfer your rights or obligations under this Agreement without our prior written consent. We may assign or transfer all or a portion of this Agreement and the related documents to a third party or an affiliate. Our rights under this Agreement shall inure to the benefit of our successors and
  assigns and your obligations under this Agreement shall be binding upon your heirs, personal representatives and permitted assigns. Promissory Notes under this Agreement may be sold, transferred or assigned by us.
  
  We would also like to confirm that you applied for a personal loan with Upgrade on September 4, 2021, and were approved on September 11, 2021. We have reviewed your account with ******************** and would like to confirm that it is accurately reporting to the credit bureaus. On or about March 14, 2022, your account was 120 days past due and was charged off. On or about April 25, 2022, the debt was sold to ********************* LLC.
  
  As noted in your Borrower Agreement, section 9. Assignment, which you electronically signed at the time of your application, it states:
  
  You may not assign or transfer your rights or obligations under this Agreement without our prior written consent. We may assign or transfer all or a portion of this Agreement and the related documents to a third party or an affiliate. Our rights under this Agreement shall inure to the benefit of our successors and assigns and your obligations under this Agreement shall be binding upon your heirs, personal representatives and permitted assigns.
  
  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 Accounts should be directed to:
  
  ********************* LLC
  PO Box 788
  ********************
  **************
  ******************************
  
  Thank you,
  
  The Upgrade Team
  

• Initial Complaint

  Date:02/06/2024

  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 was offered a 3 month reduced payment (hardship) arrangement for both of my (2) accounts with Upgrade. I was told that auto pay wasn't an option and that I would be responsible for making the monthly payments or the arrangement(s) would be cancelled. I marked my calendar to be sure to not miss a payment on either account. Note: I take my credit VERY sertious and have 100% on-time payment history. A day before my first payment was due, I noticed a payment to Upgrade in my checking account. I called them and asked what had happend and if I would need to still make the payment(s) on the due date(s). They confirmed that both accounts were on auto-pay and I would NOT need to call in my payments. I did not set up or authorize the auto pay.Someone at Upgrade took the liberty to set one of the accounts payment to come out of my checking account, and one accounts payment to come out of my savings account - which I would never have authorized because I do not use my savings account. A payment was declined because of this and now they are reporting a 30 day late notice to the ************** I was not notified nor did I have any knowledge because I do not use this account. When I spoke with my bank, they confirmed that there was no notification showing that a transaction was declined so I would have had no way of knowing that an attempt was even made from this account. They are refusing to acknowledge that one of their agents set up an unauthorized, unverified auto pay which in turn has caused a huge negative impact to my credit score. They have the authority to have the late payment removed but are refusing to do their due diliegence and look into and acknowledge their negligence in this matter. If they do not correct this, I will be contacting an attorney as my rights according to the **** were violated.

  

  Business Response

  Date: 02/15/2024

  Hi ********,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3521.
  
  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

  Date:02/06/2024

  Type:Product 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.

  I sent a check to Upgrade from my mortgage refinance. The letter was sent via certified mail and **** says they have delivered the check to them but no one from Upgrade is able to confirm wether or not they have received the money and the mortgage company is trying to wrap up the refinance processing. Understand it takes a couple weeks to process the check, but of the 10 checks I sent out this is the only company that has not been able to provide confirmation of receipt.

  

  Business Response

  Date: 02/14/2024

  Hi *******,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3518.
  
  We want to thank you for providing us with your feedback and letting us know that our service did not meet your expectations. We will use this feedback in order to improve our overall customer experience. We appreciate you taking the time to bring this to our attention.
  
  On our website it states that the processing timeframe for check payments can be up to 2-3 weeks. We apologize for any inconvenience this may have caused. For more information you can visit our help center at ************************************.
  
  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday-Friday, 7am-6pm PT, or by email at *************************************. 
  
  Thank you, 
  
  The Upgrade Team
  

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21252576
  
  I am rejecting this response because not being able to tell someone if you had received a payment is unacceptable.  I do not expect it to be processed, however with the unreliability of services between **** and corporations it is important for customers to be able to identify what is happening with their accounts.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/21/2024

  Hi *******,
  
  Thank you for your additional correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3518.
  
  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
  

  Customer Answer

  Date: 02/22/2024

  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:02/06/2024

  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.

  0n 01/30/2024 upgrade suspended my checking and savings account. I was not informed of anything before they did this. I have contacted them every day and the only thing they tell me is they can't answer my questions nor can they tell me why it's suspended. They have every dime I have to my name. All my money but will not release it to me. Ive emailed them everyday and I met with the same answers. They won't tell me anything.

  

  Business Response

  Date: 02/14/2024

  Hi *******,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3517.
  
  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 email communication once a status update is available.
  
  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday-Friday, 7am-6pm PT, or by email at *************************************. 
  
  Thank you, 
  
  The Upgrade Team

  Customer Answer

  Date: 02/18/2024

   
  Complaint: 21252089
  
  I am rejecting this response because: The only email they claim I would receive with information as to why and if the account will be closed, was only received after days of reaching out with no response. Until February 17th I received an email saying my card was closed. I then asked does that mean the account is closed. No details or explanation was in that email nor have the responded 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/28/2024

  Hi *******,
  
  Thank you for your additional correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3517.
  
  We want to thank you for providing us with your feedback and letting us know that our service did not meet your expectations. We will use this feedback in order to improve our overall customer experience. We appreciate you taking the time to bring this to our attention.
  
  Per the terms of your Deposit Account Agreement, **************** reserves the right to end an account relationship at any time. These details were provided to you at the time of your application.
  
  You can find more details in your Deposit Account Agreement, which is available through your account dashboard at Upgrade.com.
  
  To view your loan documents In your Upgrade Account dashboard, please follow the steps below:
  
  - Login to your Upgrade Account
  - Select "View Loan Documents"
  
  We understand that you are disappointed and would like to apologize for any inconvenience this may have caused you.
  
  We would like to confirm that as of February 18, 2024, your Upgrade Rewards Checking account has been closed.
  
  If you have any additional questions, please contact our Customer Advocacy team at ***************************************************************.
  
  Sincerely,
  
  Upgrade, Inc.

• Initial Complaint

  Date:02/05/2024

  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 have been paying faithfully on this account for almost two years,with no problems.I just received an email stating they have suspended my account for something derogatory on my credit report.I have no idea why they are checking on my credit report and I am extremely angry.They wouldn't even tell me exactly what they were referring to,and I want an explanation.Very unprofessional conduct to treat a good customer this way.

  

  Business Response

  Date: 02/14/2024

  Hi ******,
  
  Thank you for your additional correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3516.
  
  We want to thank you for providing us with your feedback and letting us know that our service did not meet your expectations. We have addressed your concerns with the appropriate department. We appreciate you taking the time to bring this to our attention.
  
  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 3.3 Additional Upgrade Card Loans. it states,
  
  From time to time and as you make payments on your Personal Credit Line, your payment history and credit risk profile will be evaluated to determine if you can be approved for an additional Upgrade Card Loan in an amount up to your Credit Limit. You understand and agree that you may not be approved for additional Upgrade Card Loans.
  
  We reserve the right to offer you additional Upgrade Card Loans in other situations, in an amount up to your Credit Limit. You understand and agree that we may reduce or terminate any unused portion of your existing Upgrade Card Loan and we may offer you an additional Upgrade Card Loan, including upon different terms (such as an increased interest rate), and that making Draws under the new and additional Upgrade Card Loan upon such different terms constitutes acceptance of those changed terms
  
  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
  

• Initial Complaint

  Date:02/05/2024

  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.

  I applied for a $27,000 loan on Dec 26th to supplement our insurance settlement for our house renovation damages caused by Hurricane ***. I updated all forms needed right away. Two weeks later they asked for some *** verification (which they did not do for my husbands loan!). Since December (EIGHT WEEKS) I have called weekly asking for an update. I get transferred around to different people who put me on hold to check on it and say it is processing and then send me to validation or verification people who say it is good to go and they have everything they need and I will hear back. EIGHT WEEKS. I go on the website there is no progress. Each time I call they say after the *** check it only takes **** business days. That was done on JANUARY 12th!!!! WTH is taking so long for your people to process this? Why cant I get this process completed I need to pay my contractors to finish the house and I cannot get a loan elsewhere my credit is maxed out from repairs!

  

  Business Response

  Date: 02/13/2024

  Hi *****,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3515.
  
  We want to thank you for providing us with your feedback and letting us know that our service did not meet your expectations. We will use this feedback in order to improve our overall customer experience. We appreciate you taking the time to bring this to our attention.
  
  Our records indicate that your funds were disbursed to the bank account on file on February 5, ****. Please allow 1-4 business days for the funds to process into your account.
  
  Our goal is to always provide our customers with a positive experience, and hope we can provide you with a better experience moving forward.
  
  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
  

• Initial Complaint

  Date:02/03/2024

  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 realized that this account was opened as a result of an Identity Theft in December of 2023, someone stole my phone, my identity and used a voice recognition device to record my voice along with hacking my bank accounts and making payments on this account like it was theirs. I DO NOT have telephone access at this moment to contact anyone via phone, I have been homeless for almost 18 months, sleeping in shelters, motels with vouchers, I sometimes squat in vacant places for a hot shower and a meal. I also have been without a vehicle in which I lived in until my vehicle was repossessed and I have not held a full-time job or even a part time job since September of 2022. I have NOT BEEN ABLE TO GET APPROVED FOR HOUSING DUE TO THIS BEING ON MY CREDIT AND GOVERNMENT HOUSING IS ON A YEAR OR LONGER WAITING LIST!!!! PLEASE REMOVE THIS ACCOUNT EXPEDITIOUSLY OR PAY $34,000 IMMEDIATELY!!!

  

  Business Response

  Date: 02/13/2024

  Hi ****
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns
  
  Your reference number is 3514.
  
  After careful review of your claim and the documents provided to us, we are unable to substantiate your claim of identity theft. Upgrade is unable to proceed with confirming your identity theft claim without the requested additional information from you. As such, the case associated with your claim will remain closed.
  
  Please note, the investigation into your claim does not alter the terms and conditions of your account or your outstanding account through ********************. We will reopen our investigation if you are able to provide the additional evidence requested.
  
  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

• Initial Complaint

  Date:02/01/2024

  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.

  I called to have my account closed on 1/30. Considering the multiple complaints I have seen from other customers, I want to also complain about how long it takes to close an account. I was told it would take 3 business days. This is unacceptable. I want my account to be closed permanently and reported to all 3 credit bureaus that it is paid in full and closed. It should not take 3 days. I also want mailed confirmation that it is paid in full and closed.

  

  Business Response

  Date: 02/09/2024

  Hi *******,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3493.
  
  We would like to confirm that your Upgrade Card account is closed. Please note that it may take the credit bureaus ***** days to update their internal information.
  
  We appreciate your patience and apologize for any inconvenience this may have caused.
  
  For additional information, you may contact our Customer Advocacy Team at your earliest convenience by dialing **************, Monday through Friday, 7am-6pm MST, or email *************************************.
  
  Sincerely,
  
  Upgrade, Inc.
  

• Initial Complaint

  Date:01/31/2024

  Type:Product 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 contacted them in regards to a alone. They asked for my ID my social security cand current updated picture. I gave all the information to them along with my bank information. Luckily, I have no money in my bank. They have tried to withdraw money from the bank account and the bank has notified me. I have heard nothing from them gotten. No deposits in regards to my loan that I was supposed to be getting

  

  Business Response

  Date: 02/08/2024

  Hi ****,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3492.
  
  We would like to confirm that an application for credit was submitted in your name on January 25, 2021. We were unable to extend any offers at the time of the applications, and you were provided with adverse action notices, informing you the reasons why you were not approved.
  
  We wanted to provide you with some information since Upgrade and Universal Credits names and logos have been fraudulently used by individuals operating loan scams. We strive to provide the best possible experience for our current and potential customers and regret that they have targeted you for their  own financial gain. 
  
  Universal Credit is an online lending platform powered by Upgrade. We partner with banks and other financial institutions to originate loans obtained through Universal Credit and Upgrade.
  
  Any email communication from Upgrade will come from the domain of @upgrade.com, such as **********************************.
  
  Upgrade only accepts applications for the Upgrade Card online at Upgrade.com, and applications for a personal loan may be submitted online at Upgrade.com or over the phone by calling **************. At Upgrade, applications will never be taken through email correspondence, although Upgrade may follow up on an existing application by email from an email address ending in @upgrade.com.
  
  Upgrade will never ask for any type of advanced fee in exchange for a loan. While Upgrades lending partners may charge an origination fee, all origination fees are taken from the loan proceeds, and are therefore not required out-of-pocket.
  
  Upgrade also has no affiliation with Priority Account Servicing, Priority Payday Loan, or Cash Priority Account Servicing.
  
  If you had provided any personal information (such as your name, date of birth, social security number and/or banking details) to an individual claiming to be an Upgrade representative on any phone number(s) included in the email or Loan Agreement Paper you received, we recommend you take the following precautions:
  
  - Report the suspicious email to *********************************************
  - File an identity theft claim at www.identitytheft.gov
  - Contact your local police department to file a report
  - Contact Experian, Equifax, and TransUnion to place a freeze on your credit report so that it cannot be accessed without authorization and request that a Consumer Statement is placed on your credit report so that lenders must take additional steps to verify your identity before extending credit.
  - Contact your bank to alert them of any fraudulent transactions
  
  We hope this information has been helpful and thank you for reaching out to us. If you believe you have been a victim of this scam, please contact us at **************, MondayFriday, 8am5pm Pacific Time.
  
  With regards,
  
  Upgrade Customer Support