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Business Profile

Loans

Upstart
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BBB Accredited BusinessA+Rated by BBB

Important information

Complaints

Customer Complaints Summary

  • 576 total complaints in the last 3 years.
  • 206 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/02/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Tried to scam me on a personal loan

    Business Response

    Date: 04/04/2025

    Hello BBB Representative,

    This is to inform you that we have not been able to find an account for Africa Addison using the information provided on this complaint. 

    Please close this complaint as we are unable to answer it.

    If you or Africa Addison have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.

    Kind regards,

    Upstart

  • Initial Complaint

    Date:04/01/2025

    Type:Billing Issues
    Status:
    Answered
    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 writing to formally dispute the account referenced under account number ********* that appears on my credit report. This account was opened without my authorization and constitutes fraudulent activity. I have no recollection of applying for or consenting to any agreement with *****/FINWSE Under 15 USC 1692g (Validation of Debts), you are required to provide verification of the debt or a copy of the judgment if I notify you in writing within *************************************************** documentation proving that I consented to this account. Without a valid, legally binding agreement bearing my signature, there is no basis for this account to exist under my name.Since this account was established fraudulently, I request its immediate removal from my credit report and that any collection activity cease. If you cannot provide proper validation within 30 days, you are required to delete this account from my record and stop further collection efforts.Please confirm receipt of this letter and notify me of the next steps to resolve this matter.

    Business Response

    Date: 04/02/2025

    Hello BBB Representative,


    Thank you for the opportunity to respond to the concerns of Troyjea Kellup. We take the concerns of our customers seriously.

    Please be advised that a detailed response is being prepared to address Troyjea Kellups concerns and will be sent to the complainant directly once complete.

    If you or Troyjea Kellup have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.

    Kind regards,
    Upstart

  • Initial Complaint

    Date:04/01/2025

    Type:Billing Issues
    Status:
    Answered
    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 is my formal request to address and resolve the unauthorized accounts that are currently listed on my credit report. These inaccurate entries have significantly impacted my FICO score, leading to a noticeable decline that has caused challenges in maintaining my financial standing. I am reaching out to your office with great urgency and respectfully requesting your assistance in rectifying this matter. UPSTART NETW ACCOUNT no.: ***** DATE OPEN: 03/01/2019 BALANCE: $0.00

    Business Response

    Date: 04/01/2025

    Hello BBB Representative,

    Thank you for the opportunity to respond to the concerns of ******* ******. We take the concerns of our customers seriously.

    Please be advised that a detailed response is being prepared to address ******* Gordons concerns and will be sent to the complainant directly once complete.

    If you or ******* Gordon have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.

    Kind regards,
    Upstart

  • Initial Complaint

    Date:04/01/2025

    Type:Billing Issues
    Status:
    Answered
    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.
    Recently I looked at a copy of my credit report and noticed several inaccuracies on my account. This account is hurting my ability to obtain credit. It is my understanding that you will investigate this account for me to ensure accuracy. Here is the account I am asking you to verify as accurate.UPSTART NETWORK **** Account number ********

    Business Response

    Date: 04/02/2025

    Hello BBB Representative,

    Thank you for the opportunity to respond to the concerns of Sabriyya *****-*****. We take the concerns of our customers seriously.

    Please be advised that a detailed response is being prepared to address ******** *****-majids concerns and will be sent to the complainant directly once complete.

    If you or Sabriyya *****-***** have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.

    Kind regards,
    Upstart


  • Initial Complaint

    Date:03/31/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    The business is not providing a solution for me to pay off a loan, get the payoff documentation, or correct the late fees that I never should have had. I had auto pay set up.

    Business Response

    Date: 04/01/2025

    Hello BBB Representative,

    Thank you for the opportunity to respond to the concerns of ****** *******. We take the concerns of our customers seriously.

    Please be advised that a detailed response is being prepared to address ****** Edwardss concerns and will be sent to the complainant directly once complete.

    If you or ****** Edwards have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.

    Kind regards,
    Upstart

  • Initial Complaint

    Date:03/31/2025

    Type:Billing Issues
    Status:
    Answered
    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 is my formal request to address and resolve the unauthorized accounts that are currently listed on my credit report. These inaccurate entries have significantly impacted my FICO score, leading to a noticeable decline that has caused challenges in maintaining my financial standing. I am reaching out to your office with great urgency and respectfully requesting your assistance in rectifying this matter.UPSTA/TCF ACCOUNT no.: ***** DATE OPEN: 02/01/2020 BALANCE: $1,146.00

    Business Response

    Date: 04/01/2025

    Hello BBB Representative,


    Thank you for the opportunity to respond to the concerns of **** ********. We take the concerns of our customers seriously.

    Please be advised that a detailed response is being prepared to address **** ********* concerns and will be sent to the complainant directly once complete.

    If you or **** Gonzalez have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.

    Kind regards,
    Upstart


  • Initial Complaint

    Date:03/28/2025

    Type:Billing Issues
    Status:
    Answered
    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 is my formal request to address and resolve the unauthorized accounts that are currently listed on my credit report. These inaccurate entries have significantly impacted my FICO score, leading to a noticeable decline that has caused challenges in maintaining my financial standing. I am reaching out to your office with great urgency and respectfully requesting your assistance in rectifying this matter.CRBUPSTART ACCOUNT no.: L262 DATE OPEN: 02/01/2022 BALANCE: $0.00

    Business Response

    Date: 03/31/2025

    Hello BBB Representative,

    Thank you for the opportunity to respond to the concerns of ******* *******. We take the concerns of our customers seriously.

    Please be advised that a detailed response is being prepared to address ******* Pobletes concerns and will be sent to the complainant directly once complete.

    If you or ******* Poblete have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.

    Kind regards,

    Upstart

  • Initial Complaint

    Date:03/27/2025

    Type:Product Issues
    Status:
    Answered
    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 payment to Upstart on March 26th for two loans that I have with them. Typically whenever you pay using their online system, you receive an email saying that the payment has been scheduled. I didn't receive an email for either payments. I called on March 27th to ask about the payment being scheduled since all I could see in the system is that it was pending. My bank information hasn't changed or anything. When I asked the associate, they told me that they couldn't send me an email. I told her I understood that while she couldn't, I needed to speak to someone that could rectify situations like these. I was placed on hold and she came back and told me that I needed to look on my dashboard. I told her that I already did that is why I called. She refused to offer any further help. When I insisted that I get some kind of receipt or email confirmation because I was entitled to that a as customer paying money back to their company, that's when she said she would escalate it to her supervisor. I was placed on hold for a while, then she came back to ask me to wait further. It was then I brought it to her attention that one of the payments were showing late despite having paid on the 26th, she placed me on hold again and then came back and told me that she couldn't get in touch with the supervisor. What kind of company is this. First of all when you're speaking to the customer service ***** they sound like they're just waking up and you're bothering them. Then they're telling me to go check the dashboard for my confirmation, when there's no confirmation there. Also why am I doing the job of the company? This is poor service. And I still don't have a confirmation for either payments and one payment is still showing up late, despite being paid on the due date. What us going on?

    Business Response

    Date: 03/28/2025

    Hello BBB Representative,

    Thank you for the opportunity to respond to the concerns of ******* ********. We take the concerns of our customers seriously.

    Please be advised that a detailed response is being prepared to address Nacilia Mccarthys concerns and will be sent to the complainant directly once complete.

    If you or Nacilia Mccarthy have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.

    Kind regards,

    Upstart

  • Initial Complaint

    Date:03/27/2025

    Type:Billing Issues
    Status:
    Answered
    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.
    After recently reviewing my credit report from your company, I noticed several inaccuracies that need to be addressed. The accounts in question are listed below:Company Name: CRBUPSTART Account #: L144****Balance: $0.00 Under the Fair Credit Reporting Act (15 U.S.C. 1681g), I am formally requesting copies of all documents in your records that were used to verify the accuracy of these accounts. Please provide these documents in your response to this letter.I respectfully ask that you do not reply with a generic statement claiming the accounts have been verified. Instead, I expect to receive the actual records supporting this verification. If no such documentation exists, these disputed accounts should be removed from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA.Including unverified or inaccurate information on my credit reportand continuing to share it with third partiesunfairly damages both my credit standing and my reputation. I ask that you take this matter seriously and resolve it as soon as possible.

    Business Response

    Date: 03/27/2025

    Hello BBB Representative,

    Thank you for the opportunity to respond to the concerns of ****** ******* *********. We take the concerns of our customers seriously.

    Please be advised that a detailed response is being prepared to address ****** Richard ********** concerns and will be sent to the complainant directly once complete.

    If you or ****** ******* Rodriguez have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.

    Kind regards,

    Upstart

  • Initial Complaint

    Date:03/27/2025

    Type:Billing Issues
    Status:
    Answered
    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.
    After recently reviewing my credit report from your company, I noticed several inaccuracies that need to be addressed. The accounts in question are listed below:Company Name: UPSTART NETW Account #: L195****Balance: $4,973.00 Under the Fair Credit Reporting Act (15 U.S.C. 1681g), I am formally requesting copies of all documents in your records that were used to verify the accuracy of these accounts. Please provide these documents in your response to this letter.I respectfully ask that you do not reply with a generic statement claiming the accounts have been verified. Instead, I expect to receive the actual records supporting this verification. If no such documentation exists, these disputed accounts should be removed from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA.Including unverified or inaccurate information on my credit reportand continuing to share it with third partiesunfairly damages both my credit standing and my reputation. I ask that you take this matter seriously and resolve it as soon as possible.

    Business Response

    Date: 03/27/2025

    Hello BBB Representative,

    Thank you for the opportunity to respond to the concerns of ********* ****. We take the concerns of our customers seriously.

    Please be advised that a detailed response is being prepared to address ********* ***** concerns and will be sent to the complainant directly once complete.

    If you or ********* Peek have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.

    Kind regards,

    Upstart

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