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:11/14/2022

  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 have a debt consolidation loan with Upgrade, Inc. I think it is outrageous they do not prepare and send either by mail or electronic email a monthly statement showing how each payment is applied, how much goes to interest, how much goes to principle, what the current interest rate is and what the balance due is. I called today and I was told, "We don't give monthly statements on a debt consolidation loans" I plan to file a formal complaint with the ***** ************************************* is an unacceptable business practice, I have no way of watching that my interest and ****************** are being accurately applied.

  

  Business Response

  Date: 11/23/2022

  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.
  

  
  

  Customer Answer

  Date: 11/26/2022

   
  Complaint: 18402990
  
  I am rejecting this response because: I have not heard from the business. I will file a formal complaint with the Consumer Finance ****************** the *** and I may refer this matter to my attorney due to their policy of not sending monthly or ANY type of statements of any frequency so that a borrower can see how interest and principle are applied over time to the loan, in fact there is no way to even check it on my on-line account. So they just want a borrower to pay and pay and pay and never be able to check their account for accurate application of interest and principle to the balance? Who does that? Home lenders, NO, credit card companies, NO, but Upgrade won't send statements on a consolidation loan, why I ask?  Their answer to me: "Because we just don't, it's not our policy".  We'll see about that.
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/02/2022

  Hello ******,
  

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

  On December 1st, 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, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST, or email *************************************.
  

  Sincerely,

  
  Upgrade, Inc.
  

  
  

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18402990
  
  I am rejecting this response because: there is still no satisfactory resolution. The Upgrade website still does not provide a breakdown monthly of how the principle and interest on a payment are applied each month nor the current interest rate. Upgrade continues to not provide monthly statements like every other creditor I have worked with in the last 55 years. I will be reporting Upgrade to the ************************************ if this situation of statements monthly continues and I will be engaging an attorney to represent me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/14/2022

  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 am reaching out in hopes your organization can help me obtain resolution. I reached out to Upgrade *** on September 12th of 2022 because I was made aware that some accounts were opened up under my name fraudulently with their company. I immediately disputed with the credit bureau and filed a police report. I then reached out to the company directly in hopes that in explaining that someone used my information to obtain services that it would be resolved quickly. I was told that their was not person I can talk to and everything was via email. I emailed ***************************************** to which I was in contact with a person by the name of ******. In hopes to get this resolved in a timely manner because my credit was being damaged due to this company reporting information that was not accurate. In speaking with Upgrade I was told by a customer representative that the only information that matched what they had in their system was my name, date of birth and social security number. Everything else was incorrect including the address, phone number and email address. They claimed that the money was deposited into a checking account that I did not have. I sent ************** all documents proving I did not open this account including my utility bill as proof of address, my lease, the *** report, the police report and a letter from the bank stating the the account was opened up fraudulently. After submitting all of these documents multiple times to them all documented via email, ****** S asked for permission to do a bank verification. I asked why when I have already provided all that I could to prove I did NOT open any accounts with them. He then stated that he needed to confirm the account was in fact opened up fraudulently because he did not believe the bank letter to be authentic. On Nov 3, 2022 we did the bank verification to which the agent in fact said the account was opened up fraudulently and the bank letter was valid yet they refuse to remove from my credit report.

  

  Business Response

  Date: 11/23/2022

  Hello *****,
  

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

  Based on the available information you have provided through the Better Business Bureau, we are unable to verify your account information.
  

  Please contact us by calling our Customer Advocacy team at **************, Monday-Friday, 7am-6pm, Mountain Standard Time. Please reference case number CCE-1760.
  

  Sincerely,

  
  Upgrade, Inc.
  

  
  

• Initial Complaint

  Date:11/14/2022

  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 obtained a personal loan from upgrade financial. In short, I was always on time and vigilant with my payback. In September i phoned to inquire as to why my account is listed as "delinquent " when I have automatic paymeny set up. The representative assured me that indeed it was set up and for me not to worry about, but he would get back to me regarding why their website shows I am delinquent. As a result of the "lack of knowledge " of this representative at upgrade, this caused a snowball effect and they submitted a negative report to the credit bureau and as a result, my credit score decrease. Fast forward two months later, and Upgrade, after I already submitted payment a week prior to its due date, someone from Upgrade, without my approval submitted withdrawal from my account for payment which was already paid. They did not even ask if they could set me up with auto pay and this resulted in my inability to pay other financial obligations, which I subsequently incurred "late fees" because of their removing funds from my account without verbal or written authorization. Because of their lack of knowlege, and unethical business practices, they have caused great distress from my credit being affected and financial hardship as a result of their unauthorized removal of funds from my checking account. There were also three occasions where there representative stated they would get back to me as my situation was still unresolved, and all three times, they never phoned me back ******* a shift supervisor states he would call me back on Monday, however he never did. I called upgrade again to speak with him on Tuesday and Wednesday, and both days he was conveniently "unavailable", and they sent me to another leader (******) I want the public to know how this company uses unethical practices in doing business with them, as well as how they will avoid your calls to resolve situations when they state they will resolve it and they do not, nor do they get back to you.

  

  Business Response

  Date: 11/23/2022

  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.
  

  
  

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18382351
  
  I am rejecting this response because:

  Upgrade continues to harass me and incorrectly handle my account that I have been diligently paying on time if not before its due, ever since I took a loan out with their organization.  As a result I suffered my credit score decreasing significantly and it took three months for the "delinquent" negative **** to be removed.  They also called me financial difficulty when someone from their organization took it upon themselves to sign me up for "auto pay" without my authorization, which resulted in them receiving two payments from my checking account, which caused me to pay other financial obligations late.  In addition to both nightmares they created, every month since August (when upgrade first handled my account erroneously due to an employee who lacked knowledge in his job), I continue to get harassment letters from Upgrade first thanking me that they received my payment on 11/30/2022 then almost every day after that, I continued to receive emails either stating "payment due in 3 days", "payment due in 4 days", payment is past due 6 days, payment past due 7 days.  I have taken screen shots of all 8 emails as well as a snapshot of my bank account showing my payment cleared my bank on 12/2/2022, as well as a snapshot from Upgrade on 11/30/2022 thanking me for submitting my payment.  Had I not called upgrade and spoke a shift leader supervisor, ****** (per their banking website and app, my account was listed 7 days past due) regarding why its showing that my account past due when it was submitted on the 30th, which I received a confirmation email from Upgrade and the funds cleared my account 12/2/2022, they would have continued to list my account as "delinquent" and submitted another report to the credit bureau, just as they did regarding my August payment.  Per Niko, he submitted the resolution letter to the ************* on September 5, 2022 and it finally was removed from my credit report several weeks ago.  If I had not called "Upgrade" to inquire why they are listing my account as past due, I would have had to go through the same headache and consequences of my credit report being listed as "delinquent", credit score decreasing, and going to the same process of correcting their mistake that they continue make due to their employees representatives lack the knowledge to perform their duties.  I am actually bracing for this upcoming payment that is due on January 5, 2022, of which I will pay a few days early as I have been, but am bracing to see what error they will do this month and accuse me of being late on my payment once again.  I saved all the harassment emails from Upgrade and attaching four of the nine pictures I have taken from the emails, but only allowed to send four.  If you would like to receive the remaining five photo's of emails from Upgrade, I will be more than happy to send them.  I am flabbergasted how they treat customers who are diligent on always making their payments on time if not early and wondered how they treat their customers who are actually late on their payments due to financial hardships or whatever reason.  I want to spare anyone from going through what I went through and continue to still go through with this financial loan company because their employees lack the knowledge to  perform their jobs accurately and efficiently, sparing others the harassment and inconvenience that I have been enduring every month since August of 2022.

  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.
  

  We are currently investigating the issue and a member of our Advocacy team will again 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.
  

  
  

  Customer Answer

  Date: 12/23/2022

   
  Complaint: 18382351
  
  I am rejecting this response because:
  Of the past 4-5 months they have handled  my account so unprofessionally and continues to harass me for THEIR lack of knowledge of handling my account, and mentioned if I didnt contact them, and just assumed since I received confirmation from Upgrade tyat tyey received my payment, the fir 4-5 days after receiving a "thank you for your paymebt" continued to harass me with "reminder emails, followed by "payments past due", I  have no doubt that ib 30 days because of their erroneous ways of handling my accoubt and incompetent employees, they would have submiited a "account delinquent " just as they did in Auguat, even after I spoke with one of their representatives who ensured me my accoubt was in facr up to date and stated "i dont know why you're getting thise emails as my systen shows you are set up for auto pay" qnd this was back in august of *****, of which all of my calls were recorded. Also, everyone of Upgrades Representatives that I spike with on the phone tyat stated wouod call me back NEVER DID and these are those who were on the "leadership team" *****, *********************; etc)  although ********* attempted to call me back after I submitted another conplaint throught their "survey email"   This is the ABSOLUTE terrible and incompetent financial organization tyat I have has the unfortunate pleasure to deal with.  I received "Covid relief deferment" assistance from two other comoaniesm but none of them have harassed me or mishandied my accoubt reault8ng in my credit score significantly decreasing and setting my account up for "auto withstawl" without my oermission, resultimg in them submitting another months worth of $400,00 dollars withdrawal from my bank. 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/12/2022

  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.

  Being approved for my Upgrade line of credit was easy. And at first, seamless. But for months now, I have not been able to pull up the Upgrade website to access my account. I have tried on three different browsers and on three different devices. I even installed the Upgrade app on my phone. Every. Single. Time. I am given an error message: no connection to the server, connection was lost, slow or no internet--even with the app. I have Fiber internet, and I can access every other website instantly. But not Upgrade's. I'VE TRIED NOW DOZENS OF TIMES OVER THE COURSE OF SEVERAL MONTHS. I finally called the number on the back of my card, which is supposed to direct me to an automated system, but someone answered. It was like talking to a teenager. "Oh, I'm sorry to hear that. I'll put in an IT ticket." You'll put in an IT ticket?!? For MONTHS, the Upgrade website has been unavailable, and little ole me is the very first person on the planet to call about it?!? I even asked for a supervisor and was given the same runaround. And instead of using any kind of customer service, he became petulant and said, "Well, we opened an IT ticket for you." He was actually WHINING. I said, "Okay, fine, then just give me my account information." But they said they couldn't. No idea why. I am terrified that this is a scam and that they are doing something to my account. I can't see how much the balance is or anything. My hands are completely tied! Someone please help me!

  

  Business Response

  Date: 11/22/2022

  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.
  

  
  

• Initial Complaint

  Date:11/12/2022

  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.

  At first my Upgrade Card monthly payments were $160 a month, but that has slowly climbed continuously, and is now about $240 a month. Stay away from Upgrade and DO NOT get the Upgrade Card. This company is a SCAM.

  

  Business Response

  Date: 11/20/2022

  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.
  

  
  

• Initial Complaint

  Date:11/11/2022

  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.

  This company is extremely misleading and discriminating in their practices. I applied for a loan 11/10/22, with a gross 2021 income of ****** and a credit score of mid to upper 600's, no delinquent accounts, longer credit history etc(which covers all their requirements) I submitted all required documents and this morning I received a call stating they can't verify income, when I sent then my tax returns for the last 2 years only to be told that because ( I own my own licensed company) I'm self employed they will only allow my net income but if I was a w2 client I could use my gross income. Nowhere in the application process did it state that and I was pre-approved for up to ****** based on the self employment gross of ****** and not word on the pre-approval mentioned special requirements for self employed people. This practice is discriminatory against business owners and self employed peoples, if I were to have special stipulations for certain clients and not others I would be sued for discrimination and put out of business. These practices need to stop or at the very least it needs to advertised with this requirement and everything needs to be disclosed in the pre-approval process before even applying. Extremely upset that I can be discriminated against for having my own legal registered and licensed business. I've never in my life thought I'd see the day where someone who actually works and chose to be successful in their trade would have it held against them. This companies practices are disgusting, misleading and extremely offensive and discriminating. You would deny someone who made over ****** and could pay your loan back but would be ok if it were a w2 person who doesn't gross half of that and can get fired or laid off without notice and couldn't pay you back. There is more than one way to discriminate but I never thought it would be for something like this.

  

  Business Response

  Date: 11/20/2022

  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.
  

  
  

• Initial Complaint

  Date:11/11/2022

  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.

  Deceptive practices, Misleading, Not reporting to credit bureaus properly, Showing Past Due (Impacting Credit), Report showing wrong number of days late (shouldn't be any days late). Making new payment agreements and not reporting them, untrained employees making agreements on recorded lines and not updating account in Upgrade System! They don't report correctly to the bureaus, they are making new payment agreements but not reporting properly. All of my payment info that shows I'm current is on their website but with the credit bureaus it doesn't even show the new agreements and it shows I'm late on payments (when I not late). I did a settlement and they told both my husband and I that once it was paid in full that they would update it with the credit bureaus. THEY LIED! On the settlement contract it states...... "If payments are not received by said dates, then this arrangement is null and void." If I was late on any payment, I would lose the settlement. That is proof that I was never late because I never went void on my settlement. I paid every month on time to keep this contract in good standing. It is not true that I was ever late. They are putting false information on my credit report and that is illegal! You cannot put blatant lies on a credit report! I plan to continue to report them to federal investigations bureau to look into their practices. This is fraud! They are reporting me late but telling me that they don't report until the end of your loan that you paid it off and late fees are removed. I was never late.... the settlement said I must pay every month on the 25th and I have every single receipt with the dates to prove they were on time according to their terms on top of my contract never being voided as per their term because I made all on time payments. I was never late ever LIARS and I do not deserve the lies of trying to make me look bad and irresponsible! You are unethical covid scammers!

  

  Business Response

  Date: 11/20/2022

  Hello *****,
  

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

  Based on the available information you have provided through the Better Business Bureau, we are unable to verify your account information.
  

  So we may be able to further assist, please contact our Customer Advocacy team directly at **************, Monday through Friday, 7am-6pm MST. You may forward any additional documentation you would like us to review at *************************************.
  

  Sincerely,

  
  Upgrade, Inc.
  

  
  

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18391215
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************** *********

   

  you need to reply through here.  I will keep reporting you here till I get someone to actually respond and not a generic message.  This is unacceptable.first tell me you understand I want it written not via a phone call.  I need a paper trail so I have proof!  I will not allow you to lie to me via phone and say something different as you done in the past.  

• Initial Complaint

  Date:11/10/2022

  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 made a purchase of $5,000 for a coaching program. When I asked the merchant for a refund on the 8th day within his 14 day unconditional money back guarantee, he sent a screenshot of his changed policy to 7 days, which I never even saw before paying for the program. So he technically denied the refund and said he couldn't do it, because of the 7 day changed policy, which I never was informed about. When the refund wasn't granted, I filed a chargeback through upgrade.com and I sent their dispute team proper documents as requested. They gave me a timeline of 90 days to hear a response, so after about 3-4 months of waiting, I didn't get any sort of response from them, instead, I saw my credit line with a negative balance of a few thousand dollars and I assumed it was because I lost the chargeback case. So I called them and they did confirm it was because of the chargeback case being lost. I asked them to re-open the case and their dispute team told me to forward them more documentation.They mentioned that the merchant tried to re-schedule an appointment with me, that's why they declined my chargeback request, when that wasn't even the sole reason of filing a chargeback. It was because he didn't honor his 14 day unconditional money back guarantee, then randomly changed it to 7 days. Even if the merchant tried to re-schedule an appointment with me on 3 separate dates, I never once received a zoom link to these appointments. I only received 1 initial zoom call for onboarding me into the program, but after that, 0. There were supposed to be 4 one on one zoom calls, but I only got 1. After sending upgrade.com documents for re-opening the case, I called for a few days, then they told me that they can't re-open the case, because of the same reason the case was declined in the first place for. I need my $5,000 refund credited to my upgrade card and removed from the balance or else I'll be taking this to small claims court and opening a lawsuit against upgrade.com.

  

  Business Response

  Date: 11/20/2022

  Hello *******,
  

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

  On November 18th, 2022, a member of our Advocacy 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, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST, or email *************************************.
  

  Sincerely,

  
  Upgrade, Inc.
  

  
  

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18389855
  
  I am rejecting this response because: Although Upgrade did reach out to me via phone call to give me an update on the case, they said that their customer advocacy team was currently reviewing the material I sent in. I will only find their response satisfactory, if they resolve my complaint by crediting the $5,000 that I lost due to the chargeback I put.

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

  

  Business Response

  Date: 11/23/2022

  Hello *******,
  

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

  On November 23rd, 2022, a member of our Advocacy 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, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST, or email *************************************.
  

  Sincerely,

  
  Upgrade, Inc.
  

  
  

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18389855
  
  I am rejecting this response because: I haven't received a final decision from Upgrade, even when one of the customer advocacy reps said that they would expect a final decision right after Thanksgiving, but it's been a few days since. Also, the only satisfactory decision I see based off of the evidence that I have provided, is a decision ruling in my favor. If that's not the case, then I will be taking Upgrade to small claims court.

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

• Initial Complaint

  Date:11/10/2022

  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 saw my credit report and I noticed that there are inaccurate and fraudulent accounts that I needed to report and correct by your company. Evaluate and investigate those account that is not 100% accurate. Here are the lists that indicates the company name, balance, and date last reported:Account Name UPGRADE *** Balance $7,973.00 Account Number *********

  

  Business Response

  Date: 11/19/2022

  Hello ********,
  

  Thank you for your correspondence through the Better Business Bureau indicating a potential identity theft situation in connection with obtaining a loan through Upgrade.
  

  We are currently reviewing your account, and a member of our team contacted you directly regarding your case. 
  

  For the protection of your account, please refer to the prior request, which details which documents we are requesting from you. You may send the requested documentation to ********************************* or via postal mail at the following address:
  

  Upgrade, Inc.
  Attention: Special Handling
  2 **************************************************************** 85004
  

  If you have any additional questions, please feel free to contact ** **************, or email *********************************.
  

  Sincerely,

  
  
  Upgrade, Inc.
  
  
  

  
  

• Initial Complaint

  Date:11/09/2022

  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.

  From the period of June 2022 to August 2022, I was on a hardship plan with Upgrade. I opted into the hardship plan because I was getting ready to separate from ******************* in the Navy in September of 2022 and due to my military move, I needed to adjust my finances. While making payments every month, Upgrade *** falsely reported that I had missed 4 months of payments in September. I had consistently made payments during the summer for the amount of $92. I was never informed that my payments were less than the amount I was actually supposed to pay ($134). Additionally, I had not been given notice that my payments were flagged as late until September 10th. Due to them failing to inform me ahead of time to correct the error, my credit score has tanked and Upgrade *** refuses to submit a correction to the credit Bureau. Multiple complaints have been filed to the BBB by others regarding Upgrade *** and the way they conduct business for consumers. Im requesting any assistance to correct my credit and plan to cancel my account.

  

  Business Response

  Date: 11/19/2022

  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.