Complaints
Additional Complaint Information
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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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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,
UpstartInitial Complaint
12/27/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
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,
UpstartCustomer 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
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,
UpstartCustomer 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
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,
UpstartInitial Complaint
12/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I applied for a loan and a credit pull was initiated. I was approved based on credit but denied because I had a *** turned on at the time of the application. I turned off the *** and sent multiple emails along with a power bill to prove and show I am in fact a resident of the state of **. Even after I provided all the necessary documentation I was STILL denied. The reason being it stated I did not live in the ** when I do, hence why the bill was provided. I asked to speak with a supervisor several times, the 1st time I was hung up on, The 2nd time I was told I would receive a call back. It is unacceptable that a hard credit pull was done and I was denied for tech reasons that were corrected quickly. I was also given NO time to provide anymore evidence and no call has been made. I DEMAND THESE PEOPLE BE HELD ACCOUNTABLE FOR HOW THEY TREAT PEOPLE THEY ARE MESSING WITH LIVES. NOW A HARD INQUIRY WILL BE ON MY CREDIT FOR A SMALL TECH MISTAKE THAT WAS CORRECTED!Business response
12/19/2024
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 ***** ****** concerns and will be sent to the complainant directly once complete.
If you or ***** Gomez have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
Kind regards,
UpstartInitial Complaint
12/11/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I am not liable for this debt with upstrat netw, I do not have a contract with ****************, they did not provide me with the original contract as i requestedBusiness response
12/11/2024
Hello BBB Representative,
Thank you for the opportunity to respond to the concerns of ******* Green. We take the concerns of our customers seriously.
Please be advised that a detailed response is being prepared to address ******* Greens concerns and will be sent to the complainant directly once complete.
If you or ******* Green have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
Kind regards,
UpstartInitial Complaint
12/11/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
took a personal loan with company paid back 60% of loan and fell behind; I called them and explained that I was quitting one of my jobs due to parent with dementia that I need to tend to. Because I was 2 months behind I asked for a settlement amount was told that loan had to be 3 months behind before they would give me that option. I called back because now it has been 3 months and I was told that I am only 24 days behind because my hardship application was approved. I never applied for a hardship because I lost employment so they started all over with the 3 months. Can they force me to apply for the hardship?Business response
12/11/2024
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 ******* Cain have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
Kind regards,
UpstartInitial Complaint
12/10/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
On 11/30/24 I requested removal of my data from their systems. They have so far refused this request, stating they are REQUIRED to contact me, by law, since they are my "loan servicer." Let me be perfectly clear: I have NEVER accepted the terms of a loan with them--I only received a rate quote.The quote was absolutely terrible, so I went to request my "account" (I signed in with ******) be close and there was no option. There was also no option to opt out of ANY kind of communications. So, I requested that all my connections to them be severed via ******'s system and they've continued to send me junk email, pushing for me to finish setting up my loan. This is also a violation of ******'s Terms of Service for 3rd party apps and connections.I've sent at least 3 requests to them to delete my data and to stop contacting me and they're just outright refusing to. This is in violation of new law in my state, is likely a violation of federal law (I'm sure both the *** and *** will someday have something to say about them), and of TOS with another private company.Business response
12/11/2024
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 **** Powell have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
Kind regards,
UpstartCustomer response
12/15/2024
Complaint: 22669201
I am rejecting this response because: Despite their promise of contact from a "senior member," no one has reached out to me. They made this promise once before, and only got in contact with me when I hounded them after not hearing anything for weeks. That response was the one the spurred this report--the one stating they are "required" to send me spam messages. This is unscrupulous behavior from a predatory company that has no intention of removing my data from their systems.
Sincerely,
**** ******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 was prepared and sent directly to **** Powell on December 23, 2024.
If you or **** ****** have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
Kind regards,
UpstartCustomer response
12/23/2024
Complaint: 22669201
I am rejecting this response because: While they APPEAR to have finally processed what portion of my request they are able to comply with, I have no way of knowing within a 5-day span of time if my request to be removed from their contact lists has been adhered to. Furthermore, it should never have taken such efforts to have such a request processed by Upstart in the first place. There is no clear way to opt out of communications on their site or in the emails themselves, and data is obviously retained for purposes beyond just audits. Even when the "account" (again, mine was only created for the purposes of getting a rate quote) is disconnected from their site, communications persist. If I had not connected with them via ******* there would have been NO way to remove the account/login information from their system.All of this is in violation of at least the CAN-SPAM Act and likely other Federal regulations. ************ should not maintain their A+ rating with BBB simply because they happened to process MY specific request AFTER a complaint was issued. Unless proof can be provided--proof they are willing to publish here on BBB and elsewhere--that ALL users now have easy access to removal of all unnecessary data, to close accounts that have never been or are no longer associated with an active loan, AND that everyone can easily opt out of marketing emails, this complaint will remain unresolved.
Sincerely,
**** ******Initial Complaint
12/10/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
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 #: ******* ***. $0.00 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
12/11/2024
Hello BBB Representative,
Thank you for the opportunity to respond to the concerns of ******* ******. We take the concerns of our customers seriously.
******* Gordons Upstart loan, L293645, has been transferred to ******************************;as of 9/29/2022, 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:
*************************
PO Box 788
**************
Phone: **************
Email: ****************************************************
If you or ******* Gordon have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
Kind regards,
UpstartInitial Complaint
12/10/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
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 below.UPSTA/FINWSE ACCT #: ********* ***. $0.00 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
12/11/2024
Hello BBB Representative,
Thank you for the opportunity to respond to the concerns of ****** Del Toro. We take the concerns of our customers seriously.
****** Del Toros Upstart loan, FW2462767, has been transferred to ********************************;as of 11/22/2023, 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 ****** Del Toro have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
Kind regards,
Upstart
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Contact Information
Customer Complaints Summary
563 total complaints in the last 3 years.
174 complaints closed in the last 12 months.