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:02/01/2023

  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 am so irtriated with UPGRADE. I cannot reach anyone in the US. The account is showing Past Due when I am not past due. When I call in, i asked the call to be escalated. Spoke with a Rep on an escalation line name **************** on todays date of 2/1/2023, He states that when an account is enroleld in a hardship plan that the account will show as delinquent. I have two account and both are enrolled in a hardship plan. Both accounts were not delinquent at all before requesting the hardship plan. I have two accounts, one with a ******** limit and one with a limit of ********. The account in question is the one with the limit of 11500,00, The account is showing delinquent and somethng is not coded right on the account when the account was put on the hardship status. In an attempt to get it resolved, I want someone in an escalated area of UPGRADE to contact me and also have this corrected. I got very angry when i asked the call to be escalated and when the rep did not escalate and refused to escalate, which was the ****************, on todays date of 2/1/2023, it fully made me angry. Someone needs to review that call and monitor it and coach that rep regarding his actions on that call. If someone asks for a call to be escalated, I can understand the rep to take ownership of the call, but if the customer asks repeatedly for the call to be escalated it needs to be escalated ot else your just going to make that customer even more upset and more angrier. I want someone in a corporate escalations area of this affiliation to contact me at ************ or ************** I have attached pages to support what I am stating. I want someone to contact me in highly escalated area.

  

  Business Response

  Date: 02/09/2023

  Hello *******,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 2059.
  
  Upgrade makes it a priority to take into account our customers' concerns to try and improve our level of customer experience. We appreciate that you took the time to let us know that our service level didn't meet your expectations.
  
  While enrolled in a hardship program with Upgrade, credit reporting is temporarily suspended to avoid any potential negative impact to your credit profile.  We have reviewed both of your Upgrade Card accounts and can confirm that they were last reported to the credit bureaus as current on December 31, 2022.
  
  Please be advised that your accounts may show as delinquent within your online dashboard, but credit reporting has been disabled. The delinquency will be updated upon successful completion of the hardship program.
  
  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday through Friday, 7am-6pm MST.
  
  We look forward to assisting you!

• Initial Complaint

  Date:02/01/2023

  Type:Customer Service 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.

  Tried changing my address with upgrade multiple times because I have yet to have a physical card from them to use. They are extremely unhelpful and even removed my virtual card off my account for reasons unknown

  

  Business Response

  Date: 02/09/2023

  Hello *******,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 2058.
  
  Thank you for speaking with us on February 6, 2023. In order to move forward with updating your address on file, we will need at least one (1) of the following documents:
  
  -Your most recent utility bill (gas, electric, water, sewer, internet, cable, landline) dated within the last 40 days;
  -Most recent bank statement
  
  Please ensure that the document reflects your current place of residence, is in PDF form with all four (4) corners present, and all information is legible in the images with no modifications.
  
  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday through Friday, 7am-6pm MST.
  
  We look forward to assisting you!

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 18965743
  
  I am rejecting this response because:

  I provided two proofs of residency
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 02/21/2023

  Hello *******,
  
  Thank you for your additional correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 2058.
  
  As of February 21, 2023, we have not received the documentation required  to update your address.
  
  In order to move forward with updating your address on file, we will need at least one (1) of the following documents:
  
  - Your most recent utility bill (gas, electric, water, sewer, internet, cable, landline) dated within the last 40 days;
  - Most recent bank statement with address included
  
  Please ensure the following: 
  - The document reflects your current place of residence
  - The document is in PDF form with all four (4) corners present 
  - All information is legible in the document with no modifications or redactions.
  
  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday-Friday, 7am-6pm MST, or by email at *************************************. 
  
  Thank you, 
  
  The Upgrade Team

  Customer Answer

  Date: 02/24/2023

  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:02/01/2023

  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.

  A loan which I never got and are trying to get me to pay them

  

  Business Response

  Date: 02/09/2023

  Hello *******,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 2054. 
  
  At this time, we are processing your claim and will need additional information from you to assist us in our investigation.
  
  On February 1, 2023, our ***************** sent an email to the address on file requesting additional documentation to support your claim. Please review this email and provide the requested documentation as soon as possible to ********************************* or by standard mail to the following address:
  
  Upgrade, Inc.
  Attention: ID THEFT
  2 **************************************************************** 85004
  
  If the requested documents are not received within 10 days from February 1, 2023, Upgrade will conclude our investigation based on the information we have available. If we do not have sufficient information to substantiate your claim, we may close your claim. If the requested documents are provided after a claim is closed, Upgrade will issue a new case number that will be transmitted to you in a separate letter.
  
  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday through Friday, 7am-6pm MST.
  
  We look forward to assisting you!

• Initial Complaint

  Date:01/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  UPGRADE Triple Cash Rewards (...7772)#*********Active This is herby an official complaint regarding the deceiving and misleading billing practices with UPGRADE.com.I have had UPGRADE since approximately December of 2021. when I originally got the card the apr etc was told to me. A couple months ago I got something saying my APR rate was going down from the 29%. I used my line of credit couple times since then and it never happened. The rates they said I would have to pay monthly has kept changing. Approximately two or three weeks ago I was notified without documentation my AVAILABLE limit was being reduced from $4k to $2800. Now there website says Im overdrawn which Im not. The CREDIT AMOUNT was lowered Without any reasons like I stayed. I have called upgrade on multiple occasions to only get smoke blown up my **** and promises were withheld. I have asked upgrade to CLOSE my account but they have failed to do this. I feel they have not lived up to therebargin and theAPR KEEPS GOING UP. Theyre charging me more interest when it shouldnt be.I would like the following done:- A settlement amount I owed pre negotiated - My credit bureau report clearly shown I closed my account with the highest limit of $4k.I am willing to file a lawsuit if needed against upgrade including social media outbursts based on my experience Ive also sent a number of emails due to medical issues but they have failed to be any use THANK YOU ******** E CHRYK TEL ************ *********************************************************************************************************************

  

  Business Response

  Date: 02/09/2023

  Hello ********,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 2052.
  
  From time to time, and as you make payments on your Upgrade Card, your payment history and credit risk profile are evaluated to determine if you can be approved for additional Upgrade Card Loans. The Adverse Action Notice that was provided to you on January 23, 2023, was based on your current credit profile through TransUnion. If you have any concerns regarding your credit history with TransUnion, we recommend that you reach out to them directly at **************.
  
  To view your Adverse Action Notice In your Upgrade Account dashboard, please follow the steps below:
  
  -Login to your Upgrade Account
  -Select "View Loan Documents"
  
  Upgrade Card Loans have fixed terms that will need to be repaid in full prior to the account being closed.  Continued use of the card may be restricted at your request and you may continue making your monthly payments based on your fixed terms.  You may also pay off the entire balance at any time with no prepayment penalties.
  
  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday through Friday, 7am-6pm MST.
  
  We look forward to assisting you!

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 18962181
  
  I am rejecting this response because:
  
    They didnt specify what happened why etc. my credit bureau has contained incorrect information.

  in an email I sent they said someone would call me back and escalated the issue but nothing happened.

  They wont say anything to why it was lowered. Also unwilling to close my accounts like I stated 

   

   

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

  

  Business Response

  Date: 02/21/2023

  Hi ********,
  
  Thank you for your additional correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 2052.
  
  Thank you for speaking with us on February 16, 2023. It appears your credit line draws were suspended 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 draws were suspended, 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:
  
  - Login to your Upgrade Account
  - Select "View Loan Documents"
  
  Upgrade Card Loans have fixed terms that will need to be repaid in full prior to the account being closed. Although continued use of the card has been restricted, you may continue making your monthly payments based on your fixed terms. You may also pay off the entire balance at any time with no prepayment penalties.
  
  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

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 18962181
  
  I am rejecting this response because:
  
   Theyre not assisting me or willing to help. They keep providing useless information. I have stopped using this company 

  and will use social media to voice my opinion and try to get the word out about why not to use them for any needs 
  Sincerely,
  
  **********************

• Initial Complaint

  Date:01/31/2023

  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 recently changed my phone number. I called this company to change it in their system so I can Use it to log into my account to pay my bill. They requested documentation like my license, account information, a selfie with account number and name on it. Then when I sent in the requested information they still wouldnt change my telephone number for my account without a telephone bill. I use a prepaid phone and do not have a bill. When I call to pay my bill they wont tell me what I owe and what needs to be paid. I just want to be able to log into my account.

  

  Business Response

  Date: 02/08/2023

  Hello *******,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number for this matter is 2051.  
  
  We have made several attempts to contact you to discuss details related to our review of the concerns you reported. 
  
  We would like to speak with you in order to move forward with resolving this issue. Please contact our Upgrade Customer Advocacy Team at your earliest convenience by dialing **************, Monday through Friday, 7am-6pm MST, or by email at *************************************. 
  We look forward to speaking with you and resolving this matter!
  
  Thank you, 
  
  The Upgrade Team

• Initial Complaint

  Date:01/31/2023

  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.

  1/15/2023 to present. Upgrade failed to properly process my payment. When I called they blamed my bank. ***** said no way. As of today my account is paid in full as I do not want to do business with them!My complaint is due to Upgrades negligence, my payment was delayed and accrued interest. I always pay my credit cards in full. I want my interest accrued due to Upgrades neglect reimbursed as well as any late fees.

  

  Business Response

  Date: 02/09/2023

  Hello ***,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 2050.
  
  Upgrade makes it a priority to take into account our customers' concerns to try and improve our level of customer experience. We appreciate that you took the time to let us know that our service level didn't meet your expectations.
  
  We would like to confirm that, as of January 31, 2023, the remaining balance on your Upgrade Card account was brought to $0 and no late fees have been assessed.
  
  We appreciate your business and have applied a $50 courtesy credit to your Upgrade Card account.  Please allow 1-4 business days for the credit to be applied.
  
  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday through Friday, 7am-6pm MST.
  
  We look forward to assisting you!

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 18960933
  
  I am rejecting this response because: I believe I should get my $300 bonus I did not receive do to Upgrades negligence plus any charged interest.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/23/2023

  Hi ***,
  
  Thank you for your additional correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 2050.
  
  The Upgrade Card combines the flexibility of a credit card with the predictability of a personal loan. It is a closed-end product with low fixed rates for every draw, so you can budget around a predictable monthly payment and a known payoff date.The Upgrade Card calculates interest daily using the daily simple interest method. This means that interest accrues daily on the current outstanding principal balance from the date the interest charges begin until you repay the balance in full. Our records indicate that 33 transactions took place on your Upgrade Card account between November 25, 2022 and January 14, 2023 totaling $2723.35. Your first attempt at making a payment to your Upgrade Card was on January 16, 2023.
  
  On January 16, 2023 and January 18, 2023, you spoke with our ************* Professionals and scheduled payments in the amount of $1,000 and $1,300 respectively.  Both payments returned with an error code reading Unable to Locate Account.  Your bank account information was updated through your online dashboard on January 25, 2023 and your subsequent payments have processed successfully. We understand that this situation may have been frustrating and have provided a courtesy credit in the amount of $50 for the inconvenience, however, we would like to note that there were no errors that occurred due to negligence on Upgrades behalf.
  
  In order to qualify for the $300 Welcome Bonus, you must complete the following within one (1) year of the date of the Upgrade Card account opening:
  
  - Make $500 in total purchases
  - Make on-time payments of at least the minimum required monthly payment amount for 3 consecutive months
  
  At this time, you have completed the purchase requirement, however, the payment requirement has not been met. Once all qualifiers have been completed, the bonus will be credited to your Upgrade Card within 1-2 billing periods.
  
  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:01/31/2023

  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 a victim of Identity theft, scammed. Someone took out 2 loans in my name and Upgrade is holding me responsible. I have provided them with all my correct information, my police report and have filed for Identity theft. I have to freeze my credit, change account number and they still find me responsible.

  

  Business Response

  Date: 02/09/2023

  Hello *****,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 2049.
  
  After careful review of your claim and the documents provided, we were unable to move forward with substantiating your claim for the following reasons:
  
  -No discrepancies were identified with the information provided in the application.
  -The transactional history associated with the account is not indicative of fraudulent activity.
  -The bank account from Chase ending in [****] received the funds of the loan on 10/26/2022 and 11/01/2022 and is in your name.
  
  Please note, the investigation into your claim does not alter the terms and conditions of your account or your outstanding loan through Upgrade. At this time, we have closed the case associated with your claim.
  
  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday through Friday, 7am-6pm MST.
  
  We look forward to assisting you!

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 18960567
  
  I am rejecting this response because:  I didn't apply for these loans.  This was a job fraud scam, I don't have any of this money.  
  Attached are 2 of the people I was instructed to send money too.  

  Another person who I was instructed to send money to was *************************, I was told she was high up in the company.  I don't have copies of her checks, since I thought it was legitimate I had thrown unfortunately thrown them away.

   

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

  

  Business Response

  Date: 02/21/2023

  Hi *****,
  
  Thank you for your additional correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 2049.
  
  Thank you for speaking with us on February 16, 2023.
  
  At this time, we have closed the case associated with your claim. 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:01/30/2023

  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 have a repossession on my credit from 2018. I became an upgrade customer in 2021. I was approved for a credit line paid it off and got a higher credit line. I have been making my payments to upgrade faithfully and do not have 1 missed payment. I dont have any missed payments for any company that I currently have open accounts with. I got an adverse action notice on 12/05/2022 stating I can not make any withdrawals because I have a delinquency being reported on my credit report. I reached out to TransUnion and talk to multiple agents to see what they are reporting because I know its wrong. After going over my credit report it shows that repossession is still reporting to the credit bureau of missed payments. However, upgrade seen this on my credit report from 2018. Now they are stopping me from making withdrawals. They are using something on my credit report that was already being reported prior to them approving my account to stop me from making withdrawals. I rely on that card like most people who signed up for the ridiculous high interest rate cards. I should be covered for restitution since its making me borrow money from family since I cant access my funds in my account.

  

  Business Response

  Date: 02/06/2023

  Hello ******,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  From time to time, and as you make payments on your Upgrade Card, your payment history and credit risk profile are evaluated to determine if you can be approved for additional Upgrade Card Loans.  The Adverse Action Notice that was provided to you on December 5, 2022, was based on your current credit profile through TransUnion. If you have any concerns regarding your credit history with TransUnion, we recommend that you reach out to them directly at **************.
  
  To view your Adverse Action Notice In your Upgrade Account dashboard, please follow the steps below:
  
  Login to your Upgrade Account
  Select "View Loan Documents"
  
  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday through Friday, 7am-6pm MST.
  
  Your reference number is 2047.  We look forward to assisting you!

• Initial Complaint

  Date:01/27/2023

  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 applied to Upgrade and received the "Congratulations you have been approved notice" with no indication of issues. I decided I would open a checking account and 2 tiny deposits would be made to verify my account. Next, I was to upload Bank Statements for proof of identity, I gave them TWO Banks and the "latest statements'. I was led to believe all was well, "until I get another email saying (Upgrade) tried to reach me at my phone number on my account". Really when? Strange I checked my incoming calls and only received 1 call from a co-worker all day. I checked my spam blocker, and "NO CALLS". Upgrade didn't attempt to call me. "Stay with me, the email from Upgrade said to call ***************** I called. Some guy says he needs to review my account. When he comes back, "he says he needs to have a 3-way conversation with my Bank". For what exactly? I provided valid CURRENT information, and to request to have a 3-way call with my bank is DEGRADING and INTRUSIVE. Citibank didn't need a 3-way, America Express didn't need a 3-way, Mission Lane didn't need a 3-way call, my car finance company didn't need a 3-way, CapitalOne didn't need a 3-way, ********* didn't need a 3-way, what makes Upgrade so special that they humiliate customers? In fact, had you looked you would see that my bills are always paid early. I won't jump through hoops. Hold on, I thought you were a legitimate company "3-way conversations with my banking institution is crossing a line. It was insulting to provide bank information for a tiny credit line. Be assured, I will file complaints with the US ******************************************** and the ************************************* You humiliated me and invaded my privacy. You led me to believe our business relationship was good and lied about calling me today, you did no such thing. I expect a call from a Senior Manager ****, ready to apologize for the demeaning treatment and continue my process. I may put all of this on social media. Perhaps not.

  

  Business Response

  Date: 02/03/2023

  Hello *****,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Upgrade makes it a priority to take into account our customers' concerns to try and improve our level of customer experience. We appreciate that you took the time to let us know that our service level didn't meet your expectations.
  
  Unfortunately, your banking institution does not participate in our system of identity verification.  For all customers, we have security measures in place to protect account and personal information. In this instance, in order to verify that the third-party bank account belonged to you, a 3-way verification call was needed.  We apologize for any inconvenience these security measures may have caused you.
  
  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday through Friday, 7am-6pm MST.
  
  Your reference number is 2044.  We look forward to assisting you!

  Customer Answer

  Date: 02/04/2023

  Hello,

  I appreciate the communication but, " I have 3 banks ". I have a PNC, Chime ( Bankcorp), and lastly the AdventHealth *******************. I also have a ******************** Account. Instead of asking about other accounts, " someone wanted to 3-way with my bank". Honestly,  how many people wouldn't question that? To me it's like " standing at the *** as someone records the pin number. 

  I am not trying to be difficult, " I would like to participate ", but 3-way calls wouldn't fly with AHCU. The only reason I used them, it is where half of my paychecks are deposited. Perhaps another of my 3 banks participate in your process. 

   

  Regards

  *************************
  Complaint: 18941215
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/10/2023

  Hello *****,
  
  Thank you for your additional correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  Your reference number is 2044.
  
  We appreciate your feedback!  We will use this information to improve our services and better meet the needs of our customers.
  
  On January 27, 2023, your application for an Upgrade Card was withdrawn via the online portal and is unable to be reopened.  You are welcome to reapply with us again at any time by visiting our website at www.Upgrade.com.
  
  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday through Friday, 7am-6pm MST.
  
  We look forward to assisting you!

• Initial Complaint

  Date:01/27/2023

  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 opened a card account to get the Upgrade Card because of the 3% cash back it offers on auto, home and medical purchases. Everything reads like a typical credit card, and the cash back offers disguise it as a credit card. But from the second you make a purchase, they begin charging interest and nothing on their site or in their paperwork anywhere says that. Every other credit card company on the planet doesn't start charging interest until the due date of your first statement. Upgrade charges from the moment of purchase, so when I didn't pay them back the day after the purchase was made, I began owing interest. And high interest, if they're charging me *****% APR every day, what's the point of the 3% cash back?I got my first statement ever from them today and saw I had an interest charge. I contacted them asking how that could be since I was just receiving my first statement and nothing on the site gives any indication that I was accruing interest. They came back saying that it's treated as a loan with interest charges occuring daily from the point of purchase. They also said they acknowledge there's nothing on their site indicating interest and suggested I start manually calculating it myself using tools on other external websites. When I let them know my dissatisfaction and that I'd be contacting the BBB, they said they'd open a complaint on my behalf...(huh?)When I very first enrolled for the card, I also enrolled in AutoPay. Again, for every other company that means your account is automatically debited for the amount owed so that you avoid late fees and interest. On their site, the autopay instead set up an arbitrary amount that would pay off the cost of goods over a 24 month period. Again, nothing shows that this until the first statement.The card is fraudulent and I think what they're doing should be illegal. I've been charged $15.68 in interest and believe that due to the deceitful nature of how they do business that charge should be returned to me.

  

  Business Response

  Date: 02/03/2023

  Hello *******,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate this opportunity to address your concerns.
  
  With the Upgrade Card, you are only paying for what you have used.
  
  Unlike a credit card, the Upgrade Card has a fixed rate, a fixed term, and a fixed monthly payment per draw.  This information is available to you within your loan documents located in your online dashboard.
  
  To view your loan documents in your Upgrade Account dashboard, please follow the steps below:
  
  Login to your Upgrade Account
  Select "View Loan Documents"
  
  If you have any additional questions, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST.
  
  Your reference number is 2043.  We look forward to assisting you!