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:01/05/2023

  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.

  On December 22nd, 2022 I applied for a small personal loan from Upgrade.com & was immediately declined. On January 5th, 2023 I received an unsolicited email from Upgrade.com stating that they had run my credit again, and I had once again been turned down for a loan. I never submitted a request for this second loan check. Upgrade.com is running unsolicited loan checks (& hard credit checks) on individuals they know will not be approved & without the financial means to stir up a lawsuit in response whose data they have collected. This is at minimum Fraud, & most certainly illegal of them to do.

  

  Business Response

  Date: 01/11/2023

  Hello ********,
  
  Thank you for your additional correspondence through the Better Business Bureau.  We appreciate the opportunity to address your concern.
  
  Our records indicate that you submitted an application with Upgrade on December 22nd, 2022.  We do not have applications for any other dates on file.
  
  When you check your rate and review loan offers, a soft inquiry is performed on your credit report, which wont impact your credit score. A separate soft inquiry will also occur when you accept an offer and submit your bank account information. Only if a loan is funded will a hard inquiry be initiated. Since your application was declined, no hard inquiry was performed.
  
  If you have any additional questions, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST.
  
  Your reference number is 1974.  We look forward to assisting you!

  Customer Answer

  Date: 01/12/2023

  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:01/02/2023

  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 received a copy of my Experian, Equifax and TransUnion consumer report, and I noticed that it is reporting my experience with your company. The line of credit I have with this company, which is characterized as utilization on my consumer reports. this COMPANY IS ILLEGALLY REPORTING THIS EXPERIENCE (utilization) on my consumer reports!Upgrade *** Account number : ********* Your company is in clear violation of the law. Pursuant 15 USC ****a 2(A)(I)Utilization is an experience with the line of credit that was extended between the consumer (ME) and the person (YOU)Upgrade *** that is making the report. CONGRESS clearly states that the reporting of Transactions or experiences between the CONSUMER and the PERSON making the report is not ***luded on the consumer reports!

  

  Business Response

  Date: 01/11/2023

  Hello *****,
  
  Thank you for your correspondence through the Better Business Bureau.  We are sorry to learn that you were dissatisfied with your experience at Upgrade.
  
  We make 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.
  
  Your account has been reviewed by our Customer Advocacy Team and no discrepancies were found.  In addition, a validation of debt is currently being processed and the results will be emailed to the address on file once completed.
  
  If you have any additional questions, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST.
  
  Your reference number is 1957.  We look forward to assisting you!

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18672810
  
  I am rejecting this response because: your company is in violation.  Ill take my complaint higher. 
  
  Sincerely,
  
  Andre Copper

  

  Business Response

  Date: 01/17/2023

  Hello *****,
  
  Thank you for your additional correspondence through the Better Business Bureau.  We appreciate the opportunity to address your concern.
  
  As previously stated, your account has been reviewed by our Customer Advocacy Team and no discrepancies were found.
  
  If you have additional questions, we invite you to review our Frequently Asked Questions and knowledge base articles in our ************ If you need further assistance, you may contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST.
  
  Your reference number is 1957.  We look forward to assisting you!

• Initial Complaint

  Date:12/31/2022

  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 sent them a email after they emailed me about account closure due to negative balance but I never received a response back about filing a fraud claim since I sent them a email asking to file a claim for unauthorized transactions. I have proof of me emailing them on August 18 2022 in the screenshots I've taken

  

  Business Response

  Date: 01/09/2023

  Hello *****,
  
  Thank you for your correspondence through the Better Business Bureau.  We appreciate the opportunity to address your concern.
  
  In accordance with Banking Regulations, **************** reserves the right to terminate your account at any time.
  
  On January 9, 2023, we submitted the account to be reviewed by our Claims Department.  Our team will reach out to you if any further information is required.
  
  If you have any additional questions, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST.
  
  Your reference number is 1956.  We look forward to assisting you!

• Initial Complaint

  Date:12/31/2022

  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 was approved for the upgrade card over a year ago and had zero issues until now. Now they have reduced my credit line and suspended my account even though I have made my payments on time and paid more than the monthly amount. They refuse to close the account , which is BS because if I cannot use this account, why do I need to have it reported as opened on my end? I want this account closed immediately if I am not able to use the card. Further more, they give no explanation as to why they suspended my line and the documentation they give says recent delinquency, which isnt true because Ive made my payments on time. Close this account. I will no longer make payments on this account until it is reported as closed.

  

  Business Response

  Date: 01/09/2023

  Hello *****,
  
  Thank you for your correspondence through the Better Business Bureau.  We appreciate the opportunity to address your concern.
  
  From time to time, and as you make payments on your Upgrade Card, your payment history and credit risk profile is evaluated to determine if you can be approved for an additional Upgrade Card Loans.  The Adverse Action Notice that was provided to you on December 27, 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"
  
  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 through Friday, 7am-6pm MST.
  
  Your reference number is 1955.  We look forward to assisting you!

  Customer Answer

  Date: 01/10/2023

   
  Complaint: 18666336
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/11/2023

  Hello *****,
  
  Thank you for your correspondence through the Better Business Bureau.  We appreciate the opportunity to address your concern.
  
  From time to time, and as you make payments on your Upgrade Card, your payment history and credit risk profile is evaluated to determine if you can be approved for an additional Upgrade Card Loans.  The Adverse Action Notice that was provided to you on December 27, 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"
  
  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 through Friday, 7am-6pm MST.
  
  Your reference number is 1955.  We look forward to assisting you!

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18666336
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/29/2022

  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 submitted my Service-member Civil Relief Act (SCRA) documents to the business in question, UPGRADE.UPGRADE notified me on the 25th of May of 2022 that my UPGRADE credit account was approved for the Service-member Civil Relief Act (SCRA) retroactively from 3/11/2022 to 3/11/2025. These dates match my current **************** Orders.All billing statements since 3/11/2022 should reflect a 6% APR, but UPGRADE has yet to make the correction to my account and send me the evidence of what has been changed to my account to rectify their mistake.I have called multiple times over the past months and every time I get a different reason as to why my account doesn't reflect my SCRA status. One reason that was told to me by an UPGRADE ************************* Phone Operator, was that I need to spend more money on the credit card to activate the 6% SCRA status.I believe I will not get an honest answer from UPGRADE and my legal financial rights as a SCRA recipient will never be applied to my UPGRADE customer account.Moreover, ******************** set-up an unauthorized 'Autopay' on my credit account with one of my external bank accounts and I cannot cancel this Autopay' action while this case is opened for dispute. UPGRADE wont apply my SCRA status to my account and are forcing me to pay an incorrect amount on my monthly billing account.My UPGRADE credit bill is NOT past the due date. I would like UPGRADE to provide proof that my SCRA eligibility has been applied to my credit account before I manually pay my bill.I am an **************** Officer preparing to deploy to Europe for the next year. I dont understand why UPGRADE is not honoring my SCRA status and not supporting our nation's Service-members.

  

  Business Response

  Date: 01/05/2023

  Hello ******,
  
  Thank you for your correspondence through the Better Business Bureau.  We appreciate the opportunity to address your concern.
  
  We apologize for the delay in processing time for your SCRA benefits.
  
  Our records indicate that you spoke with one of our representatives on December 29th, 2022, who advised that the benefits had been applied, and that the change in interest rate could be viewed on your January statement.
  
  Per your request, paper statements were sent to your email address on file on December 29th, 2022.
  
  We are in the process of providing a refund for the overpayment of interest for the months of May through December 2022.  We will notify you via email once this action is completed.
  
  If you have any additional questions, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST.
  
  Your reference number is 1945.  We look forward to assisting you!

• Initial Complaint

  Date:12/28/2022

  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.

  My next payment due date is 01/16/2023. Today is 12/28/22. My monthly balance due is $42.06, but their site will not allow you to pay extra. So, if you want to pay extra, you have to back in and make another payment. On the second payment (Extra principle), I forgot to change the date for the payment draw, and it was submitted for today's date. I called customer service and explained the situation and asked if I would be charged a fee. She said that they would be charging me a fee for the payment being returned. If this is legal, it shouldn't be.

  

  Business Response

  Date: 01/05/2023

  Hello *******,
  
  Thank you for your correspondence through the Better Business Bureau.  We appreciate the opportunity to address your concern.
  
  Due to ACH processing time frames, we were unable to stop your payment that was scheduled the same day on December 28th, 2022.  Our records indicate that a single payment in the amount of $42.94 was processed on December 28th, 2022, and no fees were assessed to your account.
  
  Additionally, on January 3rd, 2023, a payment in the amount of $42.06 was processed successfully with no fees assessed to your account.  Your next due date is January 16th, 2023 in the amount of $42.06.
  
  If you have any additional questions, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST.
  
  Your reference number is 1945.  We look forward to assisting you!

• Initial Complaint

  Date:12/27/2022

  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.

  On October 27, 2022, I opened an Upgrade *************** account. The Upgrade application would only allow funding by providing my login credentials to another bank. As I have done in the past, I went to another bank and initiated account linking using micro deposits. Cross *********** Upgrade's **** partner accepted the micro deposits from my financial institution but then blocked the deposits being withdrawn. This has caused a nightmarish situation over the last two months as I tried dealing with my bank and Upgrade's complete lack of customer service. I first contacted ******************** on 11/9/22 through email support and was told I needed to call. As I was on business travel I was not able to call until 11/29/22 at which point I was told my account could not be closed and the funds returned unless I ordered a debit card and spent the 97 cents or provided my other bank's login credentials to withdraw the funds. I asked that a formal complaint be filed. I was next contacted on 12/19/22 and told it was all an error but that the funds would be sent back to the bank and my account closed. I received a call 12/26/22 from Upgrade asking that I call them. Then on 12/27/22, I received an email that my account was "suspended" and then a second email that it was "terminated" at the discretion of Upgrade. I have been in baking nearly a decade and banked for over 25 years. I have never seen anything like this. In fact I have read and seen many reviews of similar companies with horrible stories and never thought it could happen to me given my profession.

  

  Business Response

  Date: 12/28/2022

  Hello *****,
  
  Thank you for your correspondence through the Better Business Bureau.  We appreciate the opportunity to address your concern.
  
  Per your request, your Savings account was closed December 27th, 2022 and the remaining funds were transferred to your external bank account on file. Please allow 1-4 business days for the transaction to be posted.
  
  If you have any additional questions, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST.
  
  Your reference number is 1941.  We look forward to assisting you!

• Initial Complaint

  Date:12/26/2022

  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.

  On October 4th I noticed odd transactions on my credit card. I reported and found my id and credit cards stolen . Reported to police and made report .Nod today these thieves say it is on me and needed a police report to prove . I have one and sent but they are robot run so no one checks anything. Its a tiny sc based online business I find not really legit now saying I owe after reporting stolen right away and reported to police . I want all charges removed and account closed . This company is a fraud and a scam . Does not ********** and lets anyone open an account under another name with no info.

  

  Business Response

  Date: 01/04/2023

  Hello ******,
  
  Thank you for your correspondence through the Better Business Bureau.  We appreciate the opportunity to address your concern.
  
  On December 26th, 2022, an email was sent to the address on file providing details of why your card dispute was declined.
  
  If you have any additional questions, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST.
  
  Your reference number is 1940.  We look forward to assisting you!

  Customer Answer

  Date: 01/04/2023

   
  Complaint: 18641553
  
  I am rejecting this response because:This company did not investigate anything . I know because I sent the police file they said I additionally needed after the case i submitted to them . They failed to protect me and my information which was easily stolen on their website in a data breach they admitted a few months back . I asked for details in investigation and get the same robot response they are now submitting here . This company is a scam and no one does anything to help protect customers or assist in stolen information when they are responsible.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 01/10/2023

  Hello ******,
  
  Thank you for your additional correspondence through the Better Business Bureau.  We appreciate the opportunity to address your concern.
  
  Your card disputes were declined on December 28th, 2022 for the following reasons:
  
  - Charges within customers normal spending patterns
  - Account activity does not align with usual fraud patterns
  
  While we understand that a police report was provided, your disputes were declined for the additional reasons listed above. We apologize for the confusion regarding the police report.
  
  The leadership team for our ******************* has reviewed your case and determined that your disputes will remain declined.
  
  If you have any additional questions, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST.
  
  Your reference number is 1940.  We look forward to assisting you!

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18641553
  
  I am rejecting this response because:my id was stolen and cards used to make a bunch of purchases then returned  all on camera , all reported to ******** police . They refuse to investigate or do anything just just decided based of a compuymodel not facts . Total fraud company 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/25/2022

  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 make extra payments for my loan and made an extra payment on Dec.18, 2022 for Feb 21 payment. Normally as of a few days after Dec.18th theFeb. payment date would reflect the extra payment, as of todays date it still shows payment date of Jan 21,2022. I have called Upgrade many times with this issue they keep on stating once the extra payment has posted and processed I should see this payment online for Feb. This payment has POSTED online on my UPGRADE account and has reflected on my **** of America account. The extra payment has Processed. Please assist with this issue, *****************************, ********** Acc#********* Payment Amount ******

  

  Business Response

  Date: 01/03/2023

  Hello ******,
  
  Thank you for your correspondence through the Better Business Bureau.  We appreciate the opportunity to address your concern.
  
  During the phone call on December 18th, 2022, a member of our Account Servicing Team advised that your payment made on that day would be reallocated to your account to satisfy your January payment within 10 business days. 
  
  As of December 28th, 2022, your payment has been reallocated appropriately to your account.  Your next due date is February 21st, 2022.
  
  If you have any additional questions, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST.
  
  Your reference number is 1939.  We look forward to assisting you!

• Initial Complaint

  Date:12/22/2022

  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 obtained a 3 year personal loan from this company. Last month I received a 137 point decline in my credit score. I looked into it to find out this company has been reporting me late since 2020. I never missed a payment as I had autopay scheduled the 30th of every month. Back in 2020 the company emailed me about the pandemic and said they were offering a reduced payment for 3 months to help if needed. I appreciated that since I was out of work for the pandemic. I still made all the payments never missing one. Here as I make my last payment I am being reported as late since 2020? I reached out to the company and was told they didnt know why and would get back to me. Still havent received any response or updates from them.

  

  Business Response

  Date: 12/28/2022

  Hello *****,
  
  Thank you for your correspondence through the Better Business Bureau.  We appreciate the opportunity to address your concern.We carefully reviewed the details of your credit reporting claim and will be proceeding with updating our internal records.
  
  We submitted a correction request to Transunion, Equifax, and Experian on December 28th, 2022 to have your account reported as current for all months.  Please be advised that it may take 30 to 60 days for the correction to be reflected on your credit report.
  
  If you have any further questions or concerns, you may contact our Customer Advocacy team by dialing **************, Monday-Friday, 7am to 6pm MST.
  
  Your reference number is 1933.  We look forward to assisting you!

  Customer Answer

  Date: 12/29/2022

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