ComplaintsforUpstart

Name: Upstart
Address: 2950 S Delaware St, San Mateo, CA, 94403-2199, USA
Telephone: (855) 438-8778

Loans

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Additional Complaint Information

Customer Complaint:

BBB’s file for Upstart was created in November 2015. A review of complaints was completed in March 2024. Complaints on file concern issues related to credit reporting and fees.

BBB encourages consumers to review the company’s links below that details the company’s credit score reporting under the “What information we Disclose” and information about fees.

https://www.upstart.com/privacy_policy
https://upstarthelp.upstart.com/making-loan-payments/108553-do-you-report-late-borrowers-accounts-to-credit-bureaus
https://upstarthelp.upstart.com/making-loan-payments/what-happens-if-i-am-late-on-my-payment

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Initial Complaint
09/11/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Upstart sends me Pre-Qualified unsolocited loan opportunities stating that I am prequalified for 1000-50000 dollars and when I try to use this as a debt consolidation loan. I get denied, this is a waste of my time and a disgusting business practice. Its giving false hope and blatantly lying on the letter then send to consumers. Do not send me a prequalified loan if I don't qualify for any amount. ALSO IF I AM TRYING TO GET A DEBT CONSOLIDATION LOAN DON'T QUOTE MY DEBT AS A REASON WHY YOU CAN'T QUALIFY ME FOR A LOAN ITS ASISNE AND INFURIATING, thanks. I would just keep paying my debt like a normal person. Its causing mental anguish thinking I will have a way to easily consolidate debt into one payment and be categorically denied each time when I clearly have the Salary, Bonuses, and savings to pay for this reduced rate loan.
Business response
09/11/2024
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 Kingston Jamess concerns and will be sent to the complainant directly once complete.

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

Kind regards,

Upstart
Customer response
09/16/2024

Complaint: 22270117

I am rejecting this response because: I will wait until they send me their fully prepared response.

Sincerely,

***************************
Business response
09/19/2024
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 Kingston Jamess concerns and will be sent to the complainant directly once complete.

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

Kind regards,

Upstart
Customer response
09/19/2024

Complaint: 22270117

I am rejecting this response because: Its a copy and pasted message of the original response... still waiting on my direct contact they are promising.

Sincerely,

***************************
Customer response
09/25/2024
I would like to accept the business response and close complaint Complaint *********** the business reached out to me and their response was acceptable. Thank You!

Sent from *************************** (*******************************************************************************************************************)
Initial Complaint
09/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have an account my payments are due the 7th of each month and there is a 15 day ***** period and a late fee will be assessed. My payment for 8/7/2024 was made 9/6/2024. The amount in the portal showed $162 I scheduled it. It was taken out of my bank account on 9/6/2024. Today 9/9/2024 a late payment was furnished to transunion equifax and experian without my consent and I called upstart and the representative used very foul and aggressive language towards me to get the false late payment corrected. My fcra rights have been violated 15 U.S.C. 1681e(b) 15 U.S.C. 1681e (a) and 15 U.S.C. 1681i have been violated. I was not able to make a payment of $177 because the portal did not have the option. I was falsely accused of something and Im being penalized and its causing me stress and its detrimental to my health. The representative was disrespectful and used aggression towards me. Upstart needs to contact the credit bureau and reverse these false accusations. It is not my duty to rectify these allegations. Have these late payments removed it is causing defamation of my character
Business response
09/11/2024
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 ********************************* 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

Customer response
09/11/2024

Complaint: 22262622

I am rejecting this response because:

Sincerely,

*******************************
Business response
09/13/2024
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 ********************************* 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
Customer response
09/13/2024

Complaint: 22262622

I am rejecting this response because:
Nothing was resolved no one from the company has reached out to me via email or phone
Sincerely,

*******************************
Initial Complaint
09/05/2024
Complaint Type:
Billing Issues
Status:
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.
I am filing this formal complaint against Upstart due to their predatory practices, mishandling of my account, and failure to adhere to consumer protection regulations. I experienced financial hardship as a result of health-related issues, which caused me to fall behind on my payments. I made multiple attempts to reach out to Upstart to explain my situation and request assistance, but they consistently failed to follow through on their promises to respond. Instead, they escalated their actions by sending threatening communications and ultimately closed my account within three months. Upstarts failure to provide adequate customer service and the ongoing threats were distressing, especially given my health circumstances. Despite assurances that they would get back to me, they never did. Instead, they sold my account to another entity without properly addressing my concerns or providing a clear resolution. Upstart inaccurately reported the status of my account. They misstated the number of days my account was past due, ignoring the fact that my last payment was made on 01/22/2022. Due to my health issues, I was unable to make payments from February through April, yet Upstarts documentation incorrectly reflects the timeline. This misreporting violates my rights under the Fair Credit Reporting Act (FCRA), which mandates accurate reporting of account information. Additionally, Upstarts actions may have violated provisions of the Fair Debt Collection Practices Act (FDCPA), which prohibits unfair practices, including harassment and misrepresentation of the debt. They also failed to provide proper communication regarding the status of my account and how they intended to address my situation, which further breaches my rights as a consumer. I am seeking a full review of my account, a correction of any inaccurate reporting, and an investigation into Upstarts predatory and unethical practices.
Business response
09/06/2024
Hello BBB Representative,

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

Destiny Carlisles Upstart loan, L1733671, has been transferred to ********************* LLC as of 4/29/2022, and they are the new servicer of the loan. This loan is no longer being serviced by Upstart. As such, ********************* LLC 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 ********************* LLC to establish new payment arrangements and for any questions or concerns regarding their loan. ********************* LLCs contact information is as follows:

********************* LLC
PO Box 788
**************
Phone: **************
Email: ******************************

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

Kind regards,

Upstart
Initial Complaint
09/05/2024
Complaint Type:
Billing Issues
Status:
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.
I took a loan out with Upstart and owed them $1926.00. In March/April I paid upstart $1,400.00 towards the $1,926.00 bill. Approximately 2 weeks later i received an email from a collection agency stating I owed them $1,926.00. I informed them the amount was inaccurate that I hade paid $1,400.00 towards my balance and only owed $526.00. I called upstart now numerous times and have been told that they see the payment of $1,400.00 and that they would credit it to the collection agency. To date they have not credited anything and I am still calling upstart for updates as it stands right now Upstart has stolen $1,400.00 from me. Upstart keeps telling me to call Velocity and Velocity tells me they don't show a credit of $1,400.00 and to call Upstart. Its theft
Business response
09/05/2024
Hello BBB Representative,

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

******* Busss ********************** loan, ********, has been transferred to ********************* LLC as of DATE OF SALE FROM FUNDING AGREEMENT, and they are the new servicer of the loan. This loan is no longer being serviced by Upstart. As such, ********************* LLC 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 ********************* LLC to establish new payment arrangements and for any questions or concerns regarding their loan. ********************* LLCs contact information is as follows:

********************* LLC
PO Box 788
**************
Phone: **************
Email: ******************************

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

Kind regards,

Upstart
Customer response
09/06/2024

Complaint: 22244373

I am rejecting this response because: I paid Upstart $1400.00 on March 26, 2024 prior to Upstart selling my loan to Velocity. I spoke to upstart after I made the payment and they told me they saw the payment and would credit my account. I spoke to ********************* at Velocity who advised they dont have the $1400.00 payment and to contact the original lender who is Upstart. Upstart didnt credit the $1400 to my account prior to selling my loan. In essence Upstart has stolen $1400.00 from me and they can either forward that payment to Velocity or they can refund me directly.

Sincerely,

***********************
Business response
09/10/2024
Hello BBB Representative,

Chantels Upstart loan, L2882156, has been transferred to ********************* LLC as of 3/29/2024, and they are the new servicer of the loan. This loan is no longer being serviced by Upstart. As such, ********************* LLC is responsible for investigating any concerns regarding the loan, and can work with Upstart if needed to assist in their investigation.

We believe the previous response addressed all concerns raised by ******* and refer you to that response.

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

Kind regards,
Upstart
Initial Complaint
09/03/2024
Complaint Type:
Product Issues
Status:
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.
I sent an initial complaint dated 08/02/2024 with the inaccuracies that are being reported differently across Experian and Transunion. They (UPSTART) received that letter with certified returned receipt on 08/07/2024. I received an email on AUG 08 11:20am Their response was a "canned" response that "This account has been transferred to ******************** as of 02/18/2023, and they are the new servicer of the loan." A second letter was sent today (09/03/2024) certified signature required with further violations highlighted. I hope they cure the deficiencies by fixing or deleting the inaccurate items as required by Law.
Business response
09/04/2024
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 ********************* LLC as of 2/18/2023, and they are the new servicer of the loan. This loan is no longer being serviced by Upstart. As such, ********************* LLC 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 ********************* LLC to establish new payment arrangements and for any questions or concerns regarding their loan. ********************* LLCs contact information is as follows:

********************* LLC
PO Box 788
**************
Phone: **************
Email: ******************************

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

Kind regards,

Upstart
Initial Complaint
09/02/2024
Complaint Type:
Product Issues
Status:
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.
I sent an Upstart application in, that was denied, on August 17, 2024. I didnt think anything of this and just forgot about it. I get on my email on 9/1/2024 and see I have 9 denial message emails from Upstart. But, they are so partner offer loans that I was denied for. I hadnt heard of ANY of the partners, and I definitely DID NOT apply for those loans either. Im not sure if they just sold my info to them, or if they applied on my behalf (which I assume is illegal?), but I cant get anyone to actually tell me what happened. When I send an email, I get back the same exact scripted generic response which has nothing to do with my question. When I call, I cant get through to anyone. I just want to know what happened and why I have these loans I didnt apply for (Im glad they were denied)
Business response
09/03/2024
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 *********************** 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
Initial Complaint
08/24/2024
Complaint Type:
Billing Issues
Status:
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.
I took a loan with upstart in September 2022 with a payment due date on 22nd of each month. I set up autopay with my bank (global credit union) to send payment on 7th of each month and they send payment on the 7th without fail. The last 3 or 4 months Im getting late payment notices and have called to get them to process the payment they received. I just want them to process the payment they get well in advance of the due date. Late payments will affect my credit rating
Business response
08/26/2024
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 *********************** 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
Initial Complaint
08/22/2024
Complaint Type:
Billing Issues
Status:
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.
I am writing to dispute an unauthorized account that appears on my credit report, which I believe is the result of identity theft.Account Details:Creditor Name: CRBUPSTART Account Number: *******Date Opened: 05/01/2019 Balance: $14,856.00 I did not open this account and have never had any affiliation with CRBUPSTART. I have filed a complaint with IdentityTheft.gov, and I am enclosing a copy of this report along with my identity theft affidavit and other supporting documents.Please investigate this matter and ensure that this fraudulent account is removed from my credit report. I appreciate your prompt attention to this issue and request written confirmation of the resolution.
Business response
08/22/2024
Hello BBB Representative,

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

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

Kind regards,
The Compliance Team
Upstart
Initial Complaint
08/22/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My mother took out a loan for her car. She owed only $400 and left title upon death to me. I contacted them to pay off the loan with the title upon death and death certificate. They told me just two weeks ago they were processing the information and I could pay once processed. Well instead they came and took the car while I was asleep and now are refusing to tell me where it is. Their story is now the only person who can pay off the loan is my mother. Well good ****** luck getting that to happen because she is dead! I lost my mother and now you have taking my car.
Business response
08/22/2024
Hello BBB Representative,
To provide any further information regarding the account we would need an executor of the estate document. ********************* may provide that document to us at **********************************.
If you have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************.
Kind regards,
Upstart
Initial Complaint
08/21/2024
Complaint Type:
Billing Issues
Status:
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.
I PAID MY DEBT TO UPSTART ON JUNE 27TH 2024. I PAID IN FULL. THEY HAVE LISTED ON MY CREDIT REPORT AS BEING A " CLOSED" ACCOUNT.I WANT THEM TO CORRECT MY CREDIT REPORT AND GIVE ME MY JUST DUES! THEY PUT A LOT OF PREESURE ON ME PAYING THIS ACCOUNT OFF! AND I WILL NOT SETTLE FOR "CLOSED" I WANT TO SEE PAID IN FULL.
Business response
08/21/2024
Hello BBB Representative,

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

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

Kind regards,
The Compliance Team
Upstart

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BBB Rating & Accreditation

A+

Accredited Since: 11/30/2015

Years in Business: 12

Customer Reviews are not used in the calculation of BBB Rating

Overview of BBB Rating

Contact Information

2950 S Delaware St

San Mateo, CA 94403-2199

Visit Website

(855) 438-8778

Business hours

6:00 AM - 5:00 PM

Customer Complaints Summary

575 total complaints in the last 3 years.

177 complaints closed in the last 12 months.

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ComplaintsforUpstart

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