Complaints

• Initial Complaint

  01/03/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this debt with UPSTART NETWORK ***** I do not have a contract with ***************************** L, they did not provide me with actual contract as I requested.

  

  Business response

  01/03/2025

  Hello BBB Representative,
  
  Thank you for the opportunity to respond to the concerns of ******* ****. We take the concerns of our customers seriously.
  
  ******* ***** ********************** loan, ********, has been transferred to ****************************** as of 11/30/2023, and they are the new servicer of the loan. This loan is no longer being serviced by Upstart. As such, ***********************************;is responsible for investigating any concerns regarding the loan, and can work with Upstart if needed to assist in their investigation. We invite them to reach out to ***********************************;to establish new payment arrangements and for any questions or concerns regarding their loan. ******************************* contact information is as follows: 
  
  ******************************
  ********************************;
  **********************
  Phone: **************
  Email: ***************************
  
  If you or ******* Nunn have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  
  Upstart
  

• Initial Complaint

  01/01/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing in regards to an auto loan I have with this company. I made a total payment of ****** on December 13, 2024( to apply to October 22, 2024 balance)The monthly payment is ******. This should cover at least (1)months payment. I spoke with a representative on 12/31/2024, and was advised a portion of this payment was applied to late fees on the account. Therefore, it reflected as only a partial payment was made for October 2024. Due to this fact, I am showing more than 60 days past due currently. This payment was made in good faith and business, to apply as a full, monthly payment for my debt. I can not Understand why a portion of it would be applied to other fees, putting me at risk of my vehicle. Additionally, I made attempts in prior month for hardship assistance, due to a federal natural disaster in my area(hurricane of massive proportion), and was denied. I have always and will continue to attempt to make my auto payment and satisfy my contractual obligation.

  

  Business response

  01/03/2025

  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 Alden ****** concerns and will be sent to the complainant directly once complete.
  
  If you or Alden *************** any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  
  Upstart
  
  

  Customer response

  01/05/2025

   
  Complaint: 22753460
  
  I am rejecting this response because:

  The business has not provided any information towards assistance or resolution. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  12/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed **************************** NETW ACCT #: L227**** ***. $3,750.00 Under the Fair Credit Reporting Act, 15 U.S.C. 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  

  Business response

  01/03/2025

  Hello BBB Representative,
  
  Thank you for the opportunity to respond to the concerns of ****** ********. We take the concerns of our customers seriously.
  
  If ****** Cardenas chooses to file a credit dispute, they can reach out to the reporting credit bureau directly or submit a written request via email to *********************************** If they choose to contact Upstart directly, they will need to provide details of the dispute including: what they believe is inaccurate, the date or timing of the inaccurate information, and any documentation supporting this claim 
  
  Our credit disputes specialists will review the reporting and provide a resolution via email within 30 days.
  
  If you or ****** Cardenas have any questions or concerns, we can be reached at ************** or ***********************************
  
  Kind regards,
  The Compliance Team
  Upstart
  
  

• Initial Complaint

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied for a loan with Upstart online 12/16/2024 for $2,000, with a hard pull on my credit. I was approved instantly and signed all the paperwork I needed to. I sent it all back and could see my documents in my profile. I kept getting a message when I would login that would say they needed more information about my loan. When I would call, they kept telling me I needed to sign the promissory note. I told them I did and I could see it on my end. I even sent an email 12/17/2024 with the attached promissory note that was signed 12/16/2024. They said they cant use that. Every time I called in, everyone told me to keep watching my email for an answer. Never got one. Im not going to reapply for the with another hard pull on my credit.

  

  Business response

  01/02/2025

  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 ****** Christensen have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  
  Upstart
  
  

  Customer response

  01/02/2025

   
  Complaint: 22746538
  
  I am rejecting this response because:

  I have heard this from them since day 2. It will be 3 weeks on 01/06/2025 since this has started on and they can not tell me anything else besides when we find something out, we will email you. I dont believe they are doing everything they can to figure it out. There is now a hard pull on my credit for the loan and I dont even have the loan. 
  
  Sincerely,
  
  ****** ***********

• Initial Complaint

  12/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Mailed a payoff check to Upstart that my mortgage company provided to me. I spent $30 to overnight the check. I have confirmation that it was delivered on the 12th of December. It is now the 30th and the check hasn't posted to my account and ********************** has no answers for me. They cannot confirm that they have it. The check is for a substantial amount of money and seems to have been lost. Find my money and apply it to my account. If I get word that the check has been cashed, we're going to have much bigger problems and I will be filing a police report.

  

  Business response

  01/02/2025

  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 ****** Stowe have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  
  Upstart
  
  

  Customer response

  01/02/2025

   
  Complaint: 22746455
  
  I am rejecting this response because: The payment has not been applied to my account.  The escrow company is checking to see if the check has been cashed.  I made an unnecessary payment to keep the account from going late, when it should have been paid off in full with the check that they received.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  12/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been charged interest on an account that was paid off weeks prior. They are refusing to work with me and made me pay an additional $127.

  

  Business response

  01/02/2025

  Hello BBB Representative,
  
  Thank you for the opportunity to respond to the concerns of Arbeleena Zouzani. We take the concerns of our customers seriously.
  
  Please be advised that a detailed response is being prepared to address Arbeleena Zouzanis concerns and will be sent to the complainant directly once complete.
  
  If you or Arbeleena Zouzani have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  
  Upstart
  
  

• Initial Complaint

  12/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/27/2024 I applied for a loan to debt consolidated because interest rates on my credit were ridiculous. This company offered a lower interest rate. I didn't realize that I made a horrible mistake having a child 10 years ago and became a stay at home mom. I was refused the loan because my income was not mine but my husbands. This company is misogynistic and has denied me aid because I chose to be a stay at home mom.

  

  Business response

  12/30/2024

  Hello BBB Representative,
  
  This is to inform you that we have not been able to find an account for *** Stumpf using the information provided on this complaint. 
  
  Please close this complaint as we are unable to answer it.
  
  If you or *** Stumpf have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  
  Upstart
  

• Initial Complaint

  12/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm submitting a complaint against Upstart for failing to honor a settlement agreement made on December 7, 2022. I settled a balance of $2,507.84 for $1,535.66 through a third-party negotiator, Resolve. The agreement was that Upstart would remove the tradeline from my credit report upon full payment. I have honored my part, but Upstart has not removed the tradeline, despite multiple attempts to resolve the issue.On December 7, 2022, I agreed to $1,535.66 to settle my debt with Upstart. They agreed to remove the tradeline, but they have not done so. I have filed disputes with the credit bureaus and sent legal demands, but Upstart has failed to act.Damages and Violations Upstarts actions have caused:Financial Harm: Denied credit and higher interest rates due to the unresolved tradeline.Emotional Distress: Anxiety from Upstarts failure to honor the agreement.Collection Under False Pretenses: I would not have settled had I known Upstart would not fulfill their ************* Violations Upstarts actions may violate:Fair Credit Reporting Act (FCRA), 15 U.S.C. 1681: Failure to remove the tradeline, violating the requirement for accurate credit reporting.Fair Debt Collection Practices Act (FDCPA), 15 U.S.C. 1692: Potential violation of prohibitions on deceptive practices.Breach of Contract: Upstart is in breach of the settlement agreement.I am requesting:$10,000 for financial and emotional damages.Return of Settlement Funds: Refund of the $1,535.66 settlement, as I would not have settled if I knew Upstart wouldnt honor the *************** Fees: Reimbursement for attorney costs incurred.Immediate Removal of Tradeline: Immediate removal of the tradeline and written confirmation.Acknowledgment of Breach: Formal acknowledgment of the breach and corrective action to prevent future violations.I request that the BBB investigate Upstarts failure to honor the agreement and refusal to remove the tradeline. I look forward to your prompt attention.

  

  Business response

  12/30/2024

  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 Kaylee ******* concerns and will be sent to the complainant directly once complete.
  
  If you or Kaylee **************** any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  
  Upstart
  
  

  Customer response

  12/30/2024

   
  Complaint: 22736203
  
  I am rejecting this response because:

  I will not accept a response outside of the BBB platform. All communication needs to be documented appropriately and I will not accept it via direct contact. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  12/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On November 12, 2024, I sent a check for $41,238.15 (Check #1) to pay off my account. By December 1, 2024, the payment was not credited, and I was informed by your representatives that the check was not received or cashed. I placed a stop payment on Check #1 and sent a replacement check on December 3, 2024.On December 5, 2024, my account was credited with the original check amount, but this credit was later reversed due to the stop payment. The replacement check was received and cashed on December 8, ******* of December 27, 2024, your company has yet to acknowledge receipt of the replacement payment, despite cashing the check over three weeks ago. I request immediate confirmation of this payment and an update to my account.

  

  Business response

  12/30/2024

  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 **** Schiavarellis concerns and will be sent to the complainant directly once complete.
  
  If you or **** Schiavarelli have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  
  Upstart
  
  

  Customer response

  12/31/2024

   
  Complaint: 22735416
  
  For over two weeks, I have been waiting for a detailed response from Upstart regarding a payment issue.
  On November 12, 2024, I mailed a check for $41,238.15 to pay off my account. After being told the check was not received, I placed a stop payment and sent a replacement check on December 3, 2024.
  The original check was later credited and then reversed due to the stop payment. However, the replacement check was deposited on December 8, 2024, and cleared on December 10, 2024, yet this payment has never been acknowledged by Upstart.
  Despite this, the company continues to charge me interest and has ignored communications, including from my attorney. This conduct may constitute wire fraud, as it is illegal to deposit a check and then deny its receipt. I am now incurring attorney fees to resolve this matter and will be filing claims with the *************************************
  Upstart should be held liable for the interest and legal costs caused by their negligence.

  Either credit the account today, refund me that $41,238.15 or I will sue you.. Its that simple.
  
  Sincerely,
  
  **** ************

• Initial Complaint

  12/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am submitting this complaint against Upstart Loan Operations and Holdings, due to their persistent bad business practices, including inaccurate and inconsistent credit reporting, failure to comply with federal consumer protection laws, and negligence in handling the transfer of an account to a third-party debt collector, *******************. These practices have caused significant harm to my creditworthiness, financial reputation, and overall well-being, and reflect an ongoing pattern of noncompliance with the Fair Credit Reporting Act (FCRA), Fair Debt Collection Practices Act (FDCPA), Truth in Lending Act (TILA), and Unfair, Deceptive, or Abusive Acts and Practices (UDAP). The account in question originated with Upstart, opened on June 21, 2021, and was later sold to ****************************** in September 2023. Despite my repeated efforts to resolve inaccuracies and inconsistencies related to this account, ********************** has failed to take corrective action or provide adequate documentation to substantiate the accounts legitimacy and reporting. Furthermore, their transfer of the account to ******************* was done under flawed and incomplete documentation, creating further confusion and inaccuracies in the reporting of this account to the credit reporting agencies (****). This issue began when I identified discrepancies in the reporting of this account across all three major credit reporting agencies: *******, **********, and ********. These discrepancies include conflicting payment histories, improper charge-off timing, double reporting, inconsistent account open dates in attempt to misrepresent the debts age, defamation, and willful and negligent noncompliance with federal laws and regulations.I find Upstarts actions to be unacceptable and believe that the BBB, CFPB, and other consumer protection agencies should be informed of these practices. I have attached evidence, including credit reports, dispute records, and correspondence, to support my claims.

  

  Business response

  12/23/2024

  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 ****** Bramletts concerns and will be sent to the complainant directly once complete.
  
  If you or ****** ******** have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  
  Upstart
  
  

*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. ↩