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:02/22/2025

  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.

  I DO NOT HAVE A CONTRACT WITH UPGRADE. I AM NOT liable for ANY debt with upgrade. They did not provide me with the original contract like i asked them to provide.

  

  Business Response

  Date: 03/04/2025

  Hi *******,
  

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

  Your reference number is 5321.
  

  We apologize for the inconvenience this may have caused.

  We would like to confirm that you applied for an Upgrade card with Upgrade on February 6, 2022, and were approved on February 6, 2022. We have reviewed your account with ******************** and would like to confirm that it is accurately reporting to the credit bureaus. On or about July 28, 2022, your account was 120 days past due and was charged off. On or about August 23, 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. 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.
  

  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 3938 should be directed to:
  
  Velocity Investments, LLC
  PO Box 788
  Wall, *******; 07719
  ************** 
  ****************************************************

  We would like to confirm that you applied for an Upgrade card with Upgrade on January 10, 2022, and were approved on January 10, 2022. We have reviewed your account with ******************** and would like to confirm that it is accurately reporting to the credit bureaus. On or about July 1, 2022, your account was 120 days past due and was charged off. On or about August 23, 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. 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.
  
  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 1576 should be directed to:
  
  *************************
  PO Box 788
  Wall, *******; 07719
  ************** 
  ****************************************************
  
  We would also like to confirm that you applied for a personal loan with Upgrade on January 22, 2022, and were approved on January 22, 2022. We have reviewed your account with ******************** and would like to confirm that it is accurately reporting to the credit bureaus.On or about June 28, 2022, your account was 120 days past due and was charged off. On or about July 21, 2022, the debt was sold to **************************

  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 account ending in 1754 should be directed to:
  
  *************************
  ************************
  ***************
  ************
  *********************************************

  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:02/22/2025

  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 initiated a transfer of funds out of my **** ********************** account to my ******************** (****************)account. I then asked **** to close my account. The transfer failed and did not make it to Upgrade. I called Upgrade and they stated that they never received the transfer and that I should contact the sending bank. I contacted **** and they stated that they received the funds after the failed transfer and sent them back and that I needed to contact the receiving bank. I called Upgrade who stated that they have no transfers and asked for trace number. I contacted **** and they provided a report regarding the transfer. I shared the report with Upgrade who states "While we do see that the document you sent over states that the funds were returned, can you please help us by informing us if this was your member number or account number that was this transaction was attached to. During our review process, we searched every possible way to filter results based on the trace number, transaction amount,originating institution, and none of the options returned results. If the transaction never reached our institution, we will be unable to locate anything with the trace number. To resolve this issue, we recommend reaching out to the originating financial institution for further assistance and guidance on the next steps. For us to properly escalate this matter, please email a bank statement or a an off-cycle bank statement reflecting the transferred funds coming from the external account at ***************************. Using the trace number provided yielded no results as the transaction has not reached our system. Upon review of the document labeled "******* Returned ACH", we are unable to identify any information regarding Upgrade, your account number, or even our routing number. Based on the name of the document provided by your bank, it appears as though this transaction was returned." I shared this information with APCO who is no longer responding.

  

  Business Response

  Date: 03/04/2025

  Hi ****,
  

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

  Your reference number is 5320.

  We apologize for the inconvenience this may have cuased.

  After a thorough review of the document you provided, our records indicate that the funds were marked as returned. To help us resolve this matter efficiently, could you kindly confirm whether the transaction was associated with your member number or account number?
  

  During our review, we explored all potential filtering options based on the trace number, transaction amount, and originating institution, but unfortunately, none of these returned any relevant results. If the transaction did not reach our institution, we would be unable to locate it using the provided trace number. In this case, we recommend contacting the originating financial institution for further assistance and guidance on how to proceed.
  

  To assist us in escalating this issue, please email a bank statement or an off-cycle bank statement showing the transferred funds originating from the external account at ***************************. Our search based on the trace number yielded no results, indicating that the transaction has not been received by our system.
  

  Additionally, upon reviewing the document titled "******* Returned ACH," we were unable to identify any reference to Upgrade, your account number, or our routing number. Based on the documents title from your bank, it appears that this transaction may have been returned.

  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 attention to this matter and we look forward to your response to help resolve this issue promptly.

  Thank you, 

  The Upgrade Team

  Customer Answer

  Date: 03/05/2025

  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.

  I appreciate the support of Upgrade/**************** in finding a resolution.  This support helped locate the problem to the originating bank and the funds have been located and returned to me.

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

• Initial Complaint

  Date:02/22/2025

  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 sent 2 payoff checks to my upgrade loan accounts. I contacted customer service because they held onto the checks and did not post the payments to the accounts for over 30 days. They stole an entire billing cycle of interest on both loans totaling over 600$ of interest when I had submitted the playoffs before the month even began. I am demanding a return of my last months interest from both loans.

  

  Business Response

  Date: 03/03/2025

  Hi *******, 
  

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

  Your reference number is 5319.
  

  We apologize for the inconvenience this may have caused.

  After careful review, our records indicate that the payoff check, in the amount of $26,024.00, was backdated to the date it was originally received.

  We would like to confirm that the account is paid in full and closed as of November 5, 2024.

  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: 03/08/2025

   
  Complaint: 22976328
  
  I am rejecting this response because: the information here is not correct, there was 2 loans with payoff checks sent.  The checks were held and backdated incorrectly.  They waited 30 days and reflected inaccurate so they could steal another month interest.  I made full payments at the same time the checks were sent and only received partial payment refunds from upgrade. Upgrade took an entire month of interest on loans that were paid off.  Your back date was for the end of the month when it was received the month prior before it even began.  I am demanding the interest for the final payments to be credited back on BOTH loans.  I will copy the payoff checks sent and the account is closed but both payments were also sent on top of the payoff ammount.  These were not refunded correctly I'm not donating you a free month of interest.  This is credit fraud I noticed your company over the phone and gave you the opportunity to correct the situation.  The refunds of ****** and ***** were not correct i paid the payoff plus ****** 10/1/24 1000$ 9/27/24 12,512$ check payoff 10/23/24 (mailed) 26,024$ (mailed) 10/23/24
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 03/14/2025

  Hi *******,
  

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

  Your reference number is 5319.

  We sincerely apologize for the inconvenience this may have caused.

  We would like to confrim that the payoff check for $26,024.00 was backdated to the date it was originally received, ensuring no interest was applied.
  

  We can confirm that the account has been paid in full and closed as of November 5, 2024.

  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.

  Best regards

  The Upgrade Team

• Initial Complaint

  Date:02/21/2025

  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 am disputing the following account, as I do not recognize it and suspect it may be linked to a data breach:UPGRADEINC (Account Number: 3194**) - $0.00**Despite my efforts to obtain verification, I have not received sufficient proof that this account is legitimate. As a consumer, I have the right to demand proper documentation justifying its inclusion on my credit report.Under the Fair Credit Reporting Act (15 U.S.C. 1681g), I formally request copies of any documents used to verify this account. A generic response stating that it has been "verified" is not acceptable. I require tangible evidence, such as the original account application, signed agreement, or *******************, that confirm its legitimacy.If no such documentation exists, this account must be immediately removed under 15 U.S.C. 1681i(a)(5)(A)(i), which mandates the deletion of unverifiable information from consumer credit reports.This matter requires urgent attention, as it has already caused unnecessary stress and could have lasting consequences on my financial security. I expect a thorough review, prompt action, and a clear resolution.

  

  Business Response

  Date: 03/03/2025

  Hi Chaz, 
  

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

  Your reference number is 5315.
  

  We sincerely apologize for the inconvenience this may have caused.
  

  After careful review, our records indicate that you applied for a personal loan with Upgrade on July 26, 2020, and were approved on July 30, 2020. We have reviewed your account with ******************** and would like to confirm that it is accurately reporting to the credit bureaus.On or about March 29, 2021, your account was 120 days past due and was charged off. On or about April 20, 2021, the debt was sold to *************************
  

  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 account ending in 6142 should be directed to:
  

  *******************************************
  PO Box 1216
  ********************
  **************
  **********************************************************
  
  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:02/21/2025

  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 am not aware of this account. I have reached out to 3 credit bureaus and UPGRADE *** to have this account removed from my file and they always say the same excuse, which is no longer acceptable. I have filed an *** complaint because I believed this is an outcome of identity Theft. Regardless of all actions done on my end, there was no action from 3 Bureaus. Thus, I am reaching out to seek assistance to have UPGRADE *** that I have no account with them and 3 credit bureaus can simply remove it from my credit.

  

  Business Response

  Date: 02/28/2025

  Hi ****, 
  

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

  Your reference number is 5309.
  

  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 4, 2022, and were approved on April 4, 2022. We have reviewed your account with ******************** and would like to confirm that it is accurately reporting to the credit bureaus. On or about February 19, 2024, your account was 120 days past due and was charged off.

  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. 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.
  

  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

  We would also like to confirm that you applied for a personal loan with Upgrade on April 5, 2022, and were approved on April 5, 2022. We have reviewed your account with ******************** and would like to confirm that it is accurately reporting to the credit bureaus.On or about December 3, 2023, your account was 120 days past due and was charged off. On or about January 29, 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.

  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 account ending in 1435 should be directed to:
  
  Bureaus Investment Group
  ***************************************************************************
  ***************************************
  **************
  
  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:02/21/2025

  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.

  They have breaches their contract with ** as the customer. I had them for my personal bank as well as personal loan. I switched my bank and remained on auto payments and was charged the loan payment twice in one month a week apart. I called then to address and move my due date since I was paid ahead. The took the payment again the following month which still keeps my payment a mo th ahead. I caller again sent several emails sent bank statements because they said the didn't receive a payment the following month. They even states the refunded the money the6 did not. I spike to **** in leadership account services on the 7th he reviewed statements account and emails with me and seen where statement proved payment and said he had to have back office investigate. Today I am still showing past dilute on my account and now my credit has been damaged. I called today and they stayed it would be on my bank to resolve the issue. I'm no it is not they show I paid. Chime agent *** was awesome he waited on phone w me and upgrade for almost an hour trying to resolve the issue and we were told back office is showing where the code state there was a stop payment and he was able to have my back verify that there were no issues on our end nor any errors reported back to chine. We were told it would be 60 days for a resolution. So basically my credit is being damaged and someone stole from me on unapproved dates not agrees on and money just up in thin air. I feel this company has breached their contract with me and stole from me and damaged my credit. I feel they should fix my credit damage and I no longer owe a dime for the simple fact they have not followed the contract as we agreed upon not to mention the stress and the time I've had to put in to try and resolve an issue that is not because of me. I kept my would on making timely payments and they have taken from me payments not agreed nor scheduled causing unnecessary hardships.

  

  Business Response

  Date: 03/03/2025

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

  Your reference number is 5318.

  We apologize for the inconvenience this may have caused.

  After careful review, our records indicate that we were notified by the bank that the funds were stopped at your request. We understand this may be frustrating, and were here to assist you with any further questions.

  Please note that it may take up to 60 days for the funds to be reapplied to your bank account. Additionally, our records show that your Automatic payment (Autopay), was disabled due to the same reason, as access to pull funds from your account was revoked. Since we no longer have access to those funds, we are unable to reapply them. We recommend reaching out to your bank directly for further assistance and clarification on 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 appreciate the opportunity to address your concerns.

  Thank you,

  The Upgrade Team

• Initial Complaint

  Date:02/20/2025

  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.

  ****** ****** III ******************************************************************** Upgrade *** ******************************************** Subject: Debt Validation Request To Whom It May Concern,I am reaching out regarding a debt you have claimed I owe. As a federally protected consumer, I am enforcing my rights under 15 *** 1692g by formally requesting that your company validate the alleged debt. Please provide evidence that I am legally obligated to pay this debt. This request is not a refusal to pay but a lawful request for verification, as required under the Fair Debt Collection Practices Act (FDCPA).Additionally, I am making your company aware that reporting unverified or inaccurate information on my consumer report may constitute fraud under both federal and state laws. If my rights under the ***** and the Fair Credit Reporting Act (FCRA) continue to be violated, I will not hesitate to pursue legal ********** have 30 days to validate this debt. During this time, all collection activities, including reporting to credit bureaus, must cease. If you fail to provide the requested validation within this timeframe, the debt must be removed from my credit file immediately. I have also attached a CEASE AND DESIST notice, which takes effect immediately.Sincerely,[Your Name]

  

  Business Response

  Date: 02/28/2025

  Hi ******, 
  

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

  Your reference number is 5308.
  

  We apologize for the inconvenience this may have caused.

  We would like to confirm that you applied for an Upgrade card with Upgrade on October 31, 2021, and were approved on October 26, 2021. We have reviewed your account with ******************** and would like to confirm that it is accurately reporting to the credit bureaus. On or about September 12, 2022, your account was 120 days past due and was charged off. On or about August 3, 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. 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.
  

  Also 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.
  

  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 2494 should be directed to: 

  Velocity Investments, LLC
  PO Box 788
  Wall, NJ 07719
  **************
  ****************************************************
  

  We would also like to confirm that you applied for a personal loan with Upgrade on October 16, 2021, and were approved on October 25, 2021. We have reviewed your account with ******************** and would like to confirm that it is accurately reporting to the credit bureaus.On or about December 2, 2022, your account was 120 days past due and was charged off. On or about January 30, 2023, the debt was sold to ***********************************.

  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 account ENDING IN 4502 should be directed to:

  Galaxy ****************************
  *****************************************************************;
  ******************
  Toll Free 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
  
  
  
  

• Initial Complaint

  Date:02/19/2025

  Type:Billing 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.

  Dear Better Business Bureau,I am filing a formal complaint against Upgrade Bank regarding the mishandling of a fraud dispute on my account. My Cash App was hacked, and I promptly filed a dispute for unauthorized transactions. Upgrade provided me with a provisional credit and later sent a letter from their disputes team containing supposed evidence from Cash App. However, upon reviewing this information, I noticed that the email associated with the fraudulent account was not mine, nor did the ** address match.I submitted a response to Upgrade, providing clear evidence that the transactions were unauthorized, along with a police report. Shortly after, I received another letter from Upgrades dispute team stating that my claim was valid, and the case was closed in my favor. I have retained copies of this correspondence.However, weeks later, my account suddenly went negative by $535. I immediately contacted Upgrade, and their representatives confirmed that I had won my dispute but could not explain why my account had been debited. A few days later, I received another letter stating that there was no error in my claim and that the case was now closeddespite the fact that it had already been resolved in my favor.I am deeply concerned about Upgrades handling of this dispute and their failure to provide a clear explanation for reversing their decision. I did not authorize these transactions, and I provided substantial proof of fraud. I am requesting immediate action to correct this issue and restore my account balance.Please investigate this matter, as Upgrade Banks actions are unfair and unjustified. I appreciate your prompt attention to this complaint.

  

  Business Response

  Date: 02/25/2025

  Hi ***********,
  

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

  Your reference number is 5293.
  
  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 Answer

  Date: 02/25/2025

  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:02/15/2025

  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 been have this credit card for over 10 years,alwas pay on time,never miss a payment,never late,they were charge me 29.9 % interest rate for use my credit card,but,that is what it is on credit cards,the problems is now because provably the running low in money they lower my limit to $1000 when my balance is at $8000,converting my credit card to a loan,a 29.9 % loan,that is the dirty trick,nobody will take a loan at 30%,and no mentione it s**** your credit up,u are using the 1000 line of credit at 800% what i suppose to be no more that 30%,if they want to convert the credit card to a loan the interest rate should be lest,at least 1/2 of what they want to charge me

  

  Business Response

  Date: 02/20/2025

  Hi *****, 
  

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

  Your reference number is 5257.
  

  We apologize for the inconvenience this may have caused.

  We took a look into this, and it appears your credit line was decreased through a periodic review of your account. We understand this can be frustrating when you are trying to improve your financial situation, and we apologize for any inconvenience this may have caused. 
  

  To better understand why your credit line was decreased, you can review the Adverse Action Notice that was provided to you.
  
  To view your Adverse Action Notice In your Upgrade Account dashboard, please follow the steps below:
  

  1. Login to your Upgrade Account
  2. Select "View Loan Documents"
  

  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:02/15/2025

  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.

  I reported to this company loan was taken out under my name and ss number with out my permission provided the information does jot match for me they allowed this man to apply using my information, and clearly shows not my bank account. I provided police report and they did investigation and still did no reverse loan. It is on my credit report. I did not apply for this loan never heard of this company.Please help me Thank you

  

  Business Response

  Date: 02/20/2025

  Hi ********, 
  

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

  Your reference number is 5256.

  We apologize for the inconvenience this may have caused.

  We have completed the review of your claim and have taken the necessary actions. The account(s) and/or application(s) have been closed, and we have submitted correction requests to **********, Experian, and Equifax to remove the tradeline that was added to your credit report on November 12, 2024. Please be aware that it may take 30 to 60 days for these changes to be reflected on your credit report.
  

  At Upgrade, we prioritize the security of your personal information. We adhere to strict security measures that comply with applicable federal regulations to protect your information from unauthorized access or use. Your privacy is of utmost importance to us.

  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: 02/21/2025

  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,
  
  ******** *******