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:12/13/2022

  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.

  Upgrade *** promised that customer would receive "$300 bonus after making $500 in purchases and 3 consecutive on-time monthly payments within the first year after your account is opened." The monthly payment due in my 3rd statement is 0 (My account balance is $0.05. my account# is *********** It does not require a payment. Therefore, no payment to the 3rd statement is equivalent to the 3rd on-time monthly payment. On the other hand, if the monthly payment due of the 3rd statement were the account balance $0.05, I would pay it on time. Why Upgrade put 0 as the monthly payment due of the 3rd statement?I made $500 purchases and 2 consecutive on-time monthly payments for the 1st and 2nd statements. Therefore, I met all the condition to receive the $300 bonus. However, Upgrade rep said no. That's unfair. Upgrade should keep its promise to pay me $300.

  

  Business Response

  Date: 12/19/2022

  Hello Wanduan,
  
  Thank you for your correspondence through the Better Business Bureau.
  
  Our records indicate that your $300 welcome bonus was applied to your Personal Credit Line on December 15th, 2022.
  
  If you have any further questions or concerns, please contact our Customer Advocacy team by dialing **************, Monday-Friday, 7am to 6pm MST.
  
  Your reference number is 1908.  We look forward to assisting you!

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18569656
  
  I am rejecting this response because:

  Upgrade said "$300 welcome bonus was applied to your Personal Credit Line".  The $300 bonus promised by Upgrade is cash (money), not credit line limit increase amount. I request Upgrade to confirm that I can transfer the $300 to other bank without paying interest to Upgrade.

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

  

  Business Response

  Date: 12/21/2022

  Hello Wanduan,
  
  Thank you for your additional correspondence through the Better Business Bureau.
  
  Per the terms of the bonus program, your $300 Welcome Bonus was applied to your account as a credit.  At the time of receiving the $300 your account balance was at $0, we would like to confirm that the funds will be released to your bank account on file.
  
  Our records indicate that the funds will be released on December 25th.  Upon release, please allow 1-4 business days, excluding holidays, for the funds to reach your account.
  
  If you have any further questions or concerns, you may contact our Customer Advocacy team at your earliest convenience by dialing **************, Monday-Friday, 7am to 6pm MST.
  
  Your reference number is 1908.  We look forward to assisting you!

  Customer Answer

  Date: 12/22/2022

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

• Initial Complaint

  Date:12/10/2022

  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 took out two loans with Upgrade, Inc. One was a credit loan in the amount of $15k. The other was a personal loan for $10,650. I was making the monthly payments but then requested a financial hardship to get a temporary (6 month) break in the monthly amount due. The hardship was approved for both however, the agent that entered the contractual agreements, she accidently entered the wrong information for the $15k loan. Instead of it being for six months (just like the other loan), she entered it for three months. The payments were set to pay via auto-pay. The next thing I know, the credit loan (acct #*********) for the $15k which was now a bit lower ($13,490.1) due to me having made a few payments, this account was written off when the 4th payment was processed via auto-pay at the hardship rate and it triggered a failure to pay in Upgrade's system because it withdrew a smaller payment instead of the full payment. The full payment wasn't suppose to resume for another three months. Fast forward to now and Upgrade told me they were able to buy my account back and that my credit wasn't impacted. After checking my credit today, my credit report shows a negative reporting history since December. They have my account notated with all the details. This is unacceptable.

  

  Business Response

  Date: 12/19/2022

  Hello ******,
  
  Thank you for your correspondence through the Better Business Bureau.
  
  We are currently investigating your concerns and hope to provide a resolution as soon as possible. We appreciate your patience as we review this matter.
  
  If you would like to speak with someone sooner, you may contact our Customer Advocacy team at your earliest convenience by dialing **************, Monday-Friday, 7am to 6pm MST.
  
  Your reference number is 1906.  We look forward to assisting you!
  
  

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18556094
  
  I am rejecting this response because: a resolution was not provided. The company simply advised that they would review the matter. Furthermore, my credit has taken several negative hits due to this mistake. I was always informed by Upgrade that they would get my account back and no negative remarks would affect my credit. This has been the complete opposite of my experience. I called them back a few weeks ago to look into resolving this and was told they would g we back to me within a week. To date I have not received a response. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/23/2022

  Hello Jazmin,
  
  Thank you for your additional correspondence through the Better Business Bureau. We appreciate this opportunity to address your concerns.
  
  We have validated your claim and are taking the necessary steps to rectify the issue.  We appreciate your patience as we work towards a resolution.
  
  A member of our Customer Advocacy team will reach out to you within 1-2 business days, excluding holidays, and will be your point of contact for updates regarding this matter.
  
  In the meantime, if you have questions or concerns, you may contact our Customer Advocacy team at your earliest convenience by dialing **************, Monday-Friday, 7am to 6pm MST.
  
  Your reference number is 1906.  We look forward to assisting you!

• Initial Complaint

  Date:12/10/2022

  Type:Sales and Advertising 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.

  Zero Empathy. My families and friends houses were destroyed on the due date during Hurricane ***, during the mess as I was assuring my own family and acting as a voluntary crisis intervention therapist, I accidentally paid the bill from the wrong account. Had no clue until I got a ding saying my credit went from 100% payment history to a 30 day late payment a day before my next payment was due. Since things calmed down as a good faith and to prove I wasnt trying to slight them I paid $10,000 on a 15k credit line, which left about 2K left on a 15k credit line. Not only did they ding me again somehow, but they reduced my available credit to $100 dollars. Unreal. I paid them 3 times the line previously Im interest alone, and once I stopped paying them *************************** like an entry level teenage client, and now that they cant make more interest off me just dumped me!!! Over a natural disaster in which my family lost so much and now my credit got flooded too! I never pull this card but Im a 3 time combat vet. 1st in *********** in **** and 1st in **** **** and ****! Im a 100% Total and Permanent Disabled Vet in my 30s and now my credit is shot not from combative but upgrade!!! We cant catch a break because companies like this, and a natural disaster and the company upgrade will ruin my near future not the people I fought this country against.. just sad! Beware with these ones! I shouldve never paid them and my credit would be the same and Id still have 10k from my savings lol I know thats not logical and Im speaking out of emotions , due to speaking with the rep that was like yeah too bad so sad. He had the tone like man, if you lived in ******* you wouldnt have had a problem. Anyway be very cautious with them, and if theres actually reps that read this and have a heart my email is ******************

  

  Business Response

  Date: 12/16/2022

  Hello *****,
  
  Thank you for your correspondence through the Better Business Bureau.
  
  We understand that it can be frustrating when you are trying to improve your financial situation. In order to better understand why your line was reduced, you can review the adverse action notice that was provided to you by signing into your Upgrade account online, navigating to the Account Summary section, and clicking the link provided.
  
  If you have any further questions, we ask that you please contact our Customer Advocacy team by dialing **************, Monday-Friday, 7am to 6pm MST.
  
  Your reference number is 1905.  We look forward to assisting you!
  
  

• Initial Complaint

  Date:12/09/2022

  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 viewed my credit report and noticed that there are fraudulent accounts. This was not sent in error. I am consumer by law. Here are the details of the said inaccurate accounts, company name, balance & date last reported: Account Name UPGRADE *** Balance $7,973.00 Account Number *********

  

  Business Response

  Date: 12/16/2022

  Hello ********,
  
  Thank you for your correspondence through the Better Business Bureau.
  
  On December 7th, an email was sent to the address on file requesting additional documentation to support your claim.  In order to move forward with that claim, you will need to provide the required documentation as soon as possible.
  
  If you have any further questions, we ask that you please contact our Customer Advocacy team by dialing **************, Monday-Friday, 7am to 6pm MST.
  
  Your reference number is 1904.  We look forward to assisting you!

• Initial Complaint

  Date:12/08/2022

  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.

  On 11/28/22, I transferred $5000 from my ****** credit union account to my Upgrade checking account so I could transfer it to my Upgrade savings and earn their higher interest rate. The money transferred successfully. On 12/1/22, I received emails from Upgrade stating my savings and checking account were suspended and my debit card was locked. The email gave no reason why, only an email address if I disagree. During this time I was out the country until late Monday 12/5/22. I immediately called them at the airport upon arrival to the states and was told they suspended my account for possible fraud. I have not committed any fraud and the funds were from a home equity loan I took out with my credit union. They also received a loan payoff off from the title company who did my home equity closing and had no problems accepting that money and paying off the loan in full. The rep stated I needed to send in some additional verification information (paystub, Bank *************** transcript request for) which I emailed back to them in less than 30 minutes. As of today, my funds are still being held from me and all the reps I spoke with this week say they cant give me a turnaround time on the review or any updates. This is unacceptable. Had I known trying to earn a little higher interest savings rate would lead to this, I would have never transferred the money. I have made calls on 12/6 and 12/8 and still have no resolution. I was given a phone # today for the claims escalation department and was only able to leave a voicemail. I also asked for a supervisor multiple times and was never transferred to one. I dont appreciate being treated like a criminal and have multiple bank accounts and have had no issues with fraud. I want this resolved ASAP.

  

  Business Response

  Date: 12/16/2022

  Hello ******,
  

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

  Our records indicate that a member of our team emailed you on December 13th, 2022.
  

  We would like to confirm that the reviews on your accounts have been concluded and access has been reinstated.
  

  We apologize for the inconvenience this has caused you and thank you for your patience. 
  

  We hope our response addresses your concerns. If you have any additional questions in the meantime, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST, or email *************************************.
  

  Sincerely,

  
  Upgrade, Inc.
  

  
  

  Customer Answer

  Date: 12/16/2022

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

• Initial Complaint

  Date:12/08/2022

  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 had an inaccurate credit inquiry which I was told was why two of my credit lines were decreased. I was told by 5 employees now that if I sent in documentation to prove it was inaccurate then my credit lines would be reinstated. I sent the documents in and they said I would know within 3-5 days an answer via email. Tomorrow 12/9/22 would be 5 business days. Now I was told by one employee it can take 30 days. I saw multiple BBB reviews of this being solved within days. I shouldnt have to wait a month!!!!! I proved it with documentation and a new credit check. This is absurd! I dont even know if it is legal to have multiple people promise things to happen then it doesnt. Something isnt right. Dont forget that I made a payment last week and I still didnt get my credit. I want this SOLVED promptly!!!!!

  

  Business Response

  Date: 12/16/2022

  Hello ******,
  

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

  On December 13th, 2022, a member of our team spoke with you regarding your concern and we will be providing you with an update after we review your claim.
  

  We appreciate your patience as we continue to review this issue and hope to have this resolved as soon as possible.
  

  If you have any additional questions in the meantime, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST, or email *************************************.
  

  Sincerely,

  
  Upgrade, Inc.
  

  
  

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18545978
  
  I am rejecting this response because: I still do not have a resolution.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 12/23/2022

  Hello ******,
  

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

  Our records indicate that you spoke to us regarding this issue on December 23rd, 2022, at which time we confirmed that after review, unfortunately we are unable to raise your credit line at this time.
  

  We hope our response addresses your concerns. If you have any additional questions, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST, or email *************************************.
  

  Sincerely,

  
  Upgrade, Inc.
  

  
  

  Customer Answer

  Date: 12/23/2022

   
  Complaint: 18545978
  
  I am rejecting this response because: I have the same utilization as I did when I applied for both cards. Upgrade SPECIFICALLY said it was lowered due to the inaccurate credit inquiry. 4-5 people told me it would be reinstated if I proved that. I have not received any explanation on why it cannot be reinstated. Ridiculous!!!!!! Readers Beware.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/07/2022

  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.

  ************ account was hacked by someone purchasing a loan through Upgrade. I am sure quick loan service, but should practice due diligence to verify account ownership for direct payments. Bank in contact with Upgrade to hopefully resolve issue and return substantial amount of savings.

  

  Business Response

  Date: 12/16/2022

  Hello *****,
  

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

  We appreciate you taking the time to let us know your concerns and have provided your feedback to our team.
  

  If you have additional questions, we invite you to review our Frequently Asked Questions in our *********** at Upgrade.com.
  

  Sincerely,

  
  Upgrade, Inc.
  

  
  

• Initial Complaint

  Date:12/06/2022

  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.

  In early November I called Upgrade *** to change my phone number so that I wouldn't lose access to my account. The phone number ********** that I had at that time was still active. They got all my info even sent a code to my old phone to verify it was me. Then they said they had everything and just a supervisor would need to approve. 2 weeks later I called back and went through the steps again and was reassured that it would be taken care of. Today I tried to log into my account and it required an otp code from my old phone which is no longer active. So they gave me steps to follow and email their service department. I followed all steps but then the service department came back and said they needed additional steps. Well one step is to provide a bill or statement from my phone carrier. I told them I cannot provide that because my phone plan is a pay as you go plan and there is no bill or statement to give. They refuse to change my phone number because of this which denies me access to my checking and loan accounts. I have already provided them my identity proof on the phone with my ssn, my address, my old number, and my dob. I emailed them my driver's license photo of front and back, my account number, and a selfie. All of which they requested. I just want them to change to my current phone number ********** and to access to my accounts to see my balances, make transfers, pay my loan bill, etc. I can't even change my loan payment information if I can't get into my account. I have exhausted all my energy trying to resolve this. Please help.

  

  Business Response

  Date: 12/16/2022

  Hello **********,
  

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

  Upgrade may request additional documentation, for your account security, when updating your account information, such as your phone number on file.
  

  If you wish to change your phone number on file, please provide us with your most recent phone bill in PDF format or a live photo of the paper documents as well as a picture of yourself with a note that has your Upgrade Product and Upgrade Account number visibly written on it. 
  

  If a phone bill is not offered by your carrier, please log in to your account and take a screenshot showing proof of ownership of the phone number to include your full name and phone number. 
  

  You may email the requested documentation to *************************************.
  

  As soon as we receive these documents, we will be more than happy to further review.
  

  If you have any additional questions in the meantime, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST, or email *************************************.
  

  Sincerely,

  
  Upgrade, Inc.
  

  
  

  Customer Answer

  Date: 12/17/2022

   
  Complaint: 18535291
  
  I am rejecting this response because: this attachment is all I can provide. It's a pay as you go plan and doesn't ask for name to be attached. I cannot provide a picture with my name included because it isn't a regular phone plan. 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 12/23/2022

  Hello **********,
  

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

  The image you provided appears to be from the Transactions section of your account.
  

  If a phone bill is not offered by your carrier, please log in to your account and take a screenshot from under the Manage profile option showing proof of ownership of the phone number to include your full name and phone number. 
  

  You may email the requested documentation to *************************************.
  

  As soon as we receive these documents, we will be more than happy to further review.
  

  If you have any additional questions in the meantime, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST, or email *************************************.
  

  Sincerely,

  
  Upgrade, Inc.
  

  
  

• Initial Complaint

  Date:12/06/2022

  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.

  Having around $22,000 in credit card debt on 3 accounts with interest rates ranging from 8-16%, I was looking to refinance my credit card debt if I could obtain a personal loan at a lower rate.Ive been monitoring personal loan rates but hadnt seen any with advertised rates around 8% or lower, and therefore Id not yet re-financed.Using CreditKarma.com to view my credit, the site advertised personal loans to me as a means to consolidate my credit card debt. In the past few months, the lowest rate Id seen advertised was around 12%, and therefore hadnt taken steps to re-finance.Last week, I saw a guaranteed-approval offer from Upgrade for a 36-month personal loan of $22,000 with a ****% APR. It made sense to re-finance my credit card debt with a personal loan at a lower interest rate, so I went ahead and applied for and received the loan of $22,000* at a ****% APR (loan agreement is dated 11/16/2022).Ive obtained personal loans from 4 different lenders in the past, and all lender expenses have been financed through the interest rate. Therefore, I expected lender expenses to be financed through the interest rate. However, Upgrade charged a hidden loan origination fee of $396, which is the equivalent of a 9% APR compared to competitors. This is **deliberately misleading** and Upgrade required me to disburse the loan funds in a way where the hidden fee was disguised and it would be impossible to return the funds. This was done by forcing me to make payments to credit card accounts in order to get the advertised interest rate, which, again, was based on the exclusion of a $400 fee.

  

  Business Response

  Date: 12/16/2022

  Hello *****,
  

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

  Please refer to our response, sent to you, via your email address on file.
  

  Sincerely,

  
  Upgrade, Inc.
  
  
  

  
  

• Initial Complaint

  Date:12/06/2022

  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.

  When I first became involved with Upgrade, I received a personal loan with an interest rate that was only at about 19%. Later, when I needed to borrow more, I thought I was getting another personal loan but ended up with a credit card with and interest rate of 30%. I was misled because I was told that it would be the same rates and with the same terms. It has taken me a while wo decipher this issue because I now pay two different payments a month and I couldn't quite understand which was which. Very misleading and unfair. I pay the bills every month but it is truly a major burden financially on my budget and family. It should have been clearer of the terms.

  

  Business Response

  Date: 12/16/2022

  Hello *****,
  

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

  We are currently investigating the issue and a member of our Advocacy team will reach out to you directly in 1-2 business days. We appreciate your patience as we look into this issue, and hope to have this resolved as soon as possible.
  

  If you have any additional questions in the meantime, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST, or email *************************************.
  

  Sincerely,

  
  Upgrade, Inc.