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:04/28/2025

  Type:Order 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 the ************** appointed limited conservator of my very autistic son, ******. He was convinced to take out a high interest loan with an oversized origination fee and not adequately advised of the consequences despite the fact that he is obviously disabled. That the loan was originated is troubling as he is conserved by the Riverside Probate Court, a *************** client, receives S.S.D.I. payments & when he made the loan, living in the highest security level, 4I group home. I tried to ascertain if Upstart's agents had been trained as required by law and asked to speak to their legal department & had a 30 minute wait for a supervisor who told me they didn't have a legal department? The *************** is also ******** representative payee and I requested a formal statement they needed to use his funds for payment. I told the supervisor that I would make this complaint if no one got back to me and it has been over a week now. I also said that I if Upstart had not been acting properly I would bypass their ****** arbitrator and successfully bring this matter to court. (I had been successful with a larger entity in the past). Based on other complaints I have seen I will probably get an A.I. generic response,. If so, I will make another complaint as part of building up a case. 2ND PART OF MY COMPLAINT: I cannot understand how a company charging extra high origination fees & not really having a complaint department get a A+ rating from BBB. Reading the 500 plus complaints it is obvious that they are exploiting the ****** and using it as their actual complaint department. Their operators only quote contract terms. Complaints show they are not able to help even with obvious problems. Then the answers are generic that don't show any indication that a human being ever read the complaint or ever any empathy even on a 2nd time complaint. Some of the frustrated complainants have even been driven to learn and write legal codes. I expect a human response. A+ rating WOW!

  

  Business Response

  Date: 04/28/2025

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

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23257893
  
  I am rejecting this response because: I have not yet received a response from the company
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 05/02/2025

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

• Initial Complaint

  Date:04/27/2025

  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.

  Upstart wouldnt take my loan payment, and now are reporting my payment as past due despite me trying to reason with them that this is due to a system error on the Upstart end. I spent weeks trying to get ahold of someone to help and they kept transferring me. As soon as i realized this was going to be reported on my credit report, which is unfair becausre the payment was processing and I couldn't attempt another payment, it was at the 34 day ***** My only solution would have been to open an alternate bank account, and I have been very sick. No one at Upstart would reason with me and now I will suffer for 7+ years due to this Upstart system error which didn't allow me to pay. I have reached out to customer support but continue to get an AI response. I was a great customer always on time, why would you do this to me? You can see the attempted payments, I have 2 accounts. 1 is my primary it says failed each time, one is my secondary and it kept reversing. I travel frequently and get hit with fraud. I never received any text or call communication regarding this. All I got was emails that filtered to spam. I can't believe I will have to drop out of school and lose my student loans because of a system error on the Upstart end, and not one person at Upstart is willing to help.

  

  Business Response

  Date: 04/28/2025

  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 ******** Flowerss 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

  Date:04/26/2025

  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 writing to inform you about a fraudulent account that has been opened in my name with Upstart Network (UPSTART NETW). I am a victim of identity theft and did not authorize the opening of this account. Below are the details of the fraudulent account:Creditor Name: Upstart Network (UPSTART NETW)Opened Date: 5/17/2019 Account Number: *******High Credit: $8,100.00 I kindly request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate it if you could provide confirmation of the account's closure and any relevant documentation related to the fraudulent activity.Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 04/28/2025

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

• Initial Complaint

  Date:04/24/2025

  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.

  Account Name: ************************* Partial Account Number: L110****Balance: $0.00 This complaint is in regard to the inaccurate and misleading charge-off account reported by ************************* under account number L110****, with a listed balance of $0.00. I have not received any legally sufficient proof of this accounts validity, nor any document demonstrating the existence of a delinquency or charge-off ********** per 15 U.S.C. 1681i(a) and 1681s-2(b), I have the right to dispute and have unverifiable or inaccurate information removed. CRBUPSTARTs failure to verify the account in accordance with the law renders their reporting invalid and harmful. Their continued reporting without such verification is a serious breach of **** compliance.I am requesting immediate removal of this charge-off account from all consumer credit files. It is unlawful to report unverifiable derogatory items, and CRBUPSTART must be held accountable for the harm caused by their failure to meet federal standards.

  

  Business Response

  Date: 04/25/2025

  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:04/24/2025

  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.

  Account Name: ************************* Partial Account Number: L262****Balance: $0.00 This is a formal complaint about an inaccurate charge-off reporting from CRBUPSTART on my credit report under account L262****. This account is being reported as a charge-off, yet it shows a balance of $0.00, which directly contradicts the nature of a charged-off account. This inconsistency alone proves the reporting is inaccurate.Per 15 U.S.C. 1681i and 1681s-2, any information that cannot be fully verified must be removed. CRBUPSTART has not submitted any contractual evidence, billing history, or legal documentation proving that this debt was valid, past due, and legitimately charged off. Failure to conduct a proper investigation after receiving notice of a dispute is a direct violation of the *****I am demanding this account be permanently removed from all credit reporting databases. Reporting a charge-off with a $0.00 balance is not only misleading, but unlawful under federal consumer protection laws.

  

  Business Response

  Date: 04/25/2025

  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 was prepared and sent directly to ******* ******* via email on April 23, 2025. 
  
  If you or ******* Poblete have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards, 
  
  Upstart 
  
  

• Initial Complaint

  Date:04/24/2025

  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 writing to formally dispute the account listed under account number ********************** NETW - ********, which appears on my credit report. This account was opened without my authorization and is the result of fraudulent activity. I have no knowledge of this account, nor did I apply for or consent to any agreement with UPSTART NETWORK INC.Pursuant to the Fair Debt Collection Practices Act, specifically 15 U.S.C. 1692g, I am exercising my right to request validation of this alleged debt. I have not received any documentation, such as a signed contract or a court judgment, that substantiates the validity of this account or proves that I am legally obligated to repay it.Without a legitimate, binding agreement bearing my signature, this account is not valid and should not be associated with my credit profile. Therefore, I request the immediate removal of this fraudulent account from my credit report and an immediate cessation of any collection efforts.If you are unable to provide full and proper validation within 30 days of receiving this notice, you are legally required to delete this account from my credit file and cease all further collection actions.Please confirm receipt of this letter and provide written confirmation of the steps you will take to address this matter.

  

  Business Response

  Date: 04/24/2025

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

• Initial Complaint

  Date:04/19/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  To Whom It May Concern:I am writing to formally file a complaint against Upstart regarding an unfair and inflexible handling of a recent payment issue.I have been an ideal customer with **********************, consistently making on-time payments on my personal loan without issue. However, due to unexpected and urgent security concerns, I was forced to close my checking account. Unfortunately, this resulted in a single returned payment to Upstart. Upon noticing the issue, I promptly updated my payment method and ensured the payment will be made in a few days. Despite my excellent payment history and the unusual circumstances surrounding this one-time event, Upstart charged a $15 returned payment fee. I contacted their customer service team to explain the situation and respectfully requested a courtesy waiver of the fee. My request was denied without consideration for my prior history or the good faith with which I handled the issue.While I understand companies have policies in place for returned payments, I believe customer loyalty, payment history, and context should matterespecially when the customer has acted responsibly and proactively to resolve the situation. The rigid refusal to waive a relatively small fee feels dismissive and unappreciative of my consistent reliability as a borrower.I am filing this complaint in hopes that Upstart re-evaluates its policies and prioritizes customer goodwill over rigid fee enforcement, especially when the circumstances are clearly out of the customers control and handled with transparency and urgency.Thank you for your time and consideration.

  

  Business Response

  Date: 04/21/2025

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

  Customer Answer

  Date: 04/21/2025

  Better Business Bureau:
  
  I was contacted by the company and informed they waived the fee. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:04/17/2025

  Type:Order 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 not liable for this debt with Upstart/Finwise BA. I do not have a contract with ************************ they did not provide me with the original contract as requested.

  

  Business Response

  Date: 04/18/2025

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

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23220261
  
  I am rejecting this response because: I am disputing the accuracy of this debt under the fair reporting act (FCRA), 15 U.S.C 1681i (a)(5). As well as 15 U.S. Code 1681 e(b) collections must be 100% accurate across all three bureaus. I have a right to have this debt removed from my credit report. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 04/25/2025

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

  Upstart

  Customer Answer

  Date: 05/02/2025

  I do not agree with the response Upstart sent me via email. I have attached the document that was recieved on 4/30/2025. I never stilll haven't received the requested documents. I never recieved the original policy agreement nor the documents I allegedly agreed. I have also filed a complaint with *** and **** I have also attached. After recieving the response for Upstart

  

  Business Response

  Date: 05/05/2025

  Hello BBB Representative, 
  
  Please be advised that a response was sent directly to ****** Taylor via email on April 30, 2025. We believe the previous response addressed all concerns raised by ****** Taylor and refer you to that response. 
  
  If you or ****** Taylor have any further questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.  
  
  Kind regards, 
  
  Upstart 
  
  

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23220261
  
  I am rejecting this response because: I am rejecting this response for the following reason: The information I requested was never received. The email sent to me by Upstart on April 30, 2025 arrived five days after the BBB's request date of 4/25/2025. This communication did not include the requested original documentation - specifically my original signed contract and the original policy agreement. Instead, I received a description of the alleged amount owed and information regarding your updated policy, which is unrelated to my request. I am concerned about the continued back-and-forth regarding this matter, particularly as my credit score was further reduced by 6 points on May 2, 2025 due to these allegations. I have attached documentation showing the negative effects of this prolonged situation. I respectfully request that this account be removed from my records immediately. 
   
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 05/09/2025

  Hello BBB Representative, 
  
  Please be advised that a response was sent directly to ****** ****** via email on April 30, 2025. We believe the previous response addressed all concerns raised by ****** Taylor and refer you to that response. 
  
  If you or ****** Taylor have any further questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.  
  
  Kind regards, 
  
  Upstart 
  
  

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23220261
  
  I am rejecting this response because:
  The email sent to me  from Upstart on April 30, 2025.  Did not include the original contract alleged documents with my signature. It also didn't include the original policy I allegedly agreed to.
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/17/2025

  Type:Order 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 not liable for this debt with Upstart Network, I do not have a contract with them, they did not provide me with the original contract as requested. Furthermore, they stated the account is transferred to another agency.

  

  Business Response

  Date: 04/18/2025

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

• Initial Complaint

  Date:04/12/2025

  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.

  I contacted upstart 25 March 2025 regarding a overpayment refund that was not received. The email was sent from the email account that ******************** has on file (and from which upstart has received numerous previous complaints from me), included my loan number and the amount of the alleged refund and clearly stated that I had not received the refund. I received a nonsense reply requesting non-specified additional details. upstart has decided to ship customer service overseas. I do not understand their customer representatives' version of English and their customer service representatives have signed my email account up to pornographic websites in the past. So I am not interested in speaking with their disgusting and unprofessional staff. No attempt has been made by upstart to resolve this matter. It is VERY EASY to confirm that if a refund was sent (likely in the form of a check) the check has not been cashed.

  

  Business Response

  Date: 04/14/2025

  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 Crystal ************ 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 Answer

  Date: 04/16/2025

   
  Complaint: 23196479
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ***********

  

  Business Response

  Date: 04/21/2025

  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 Crystal ************ 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 Answer

  Date: 04/24/2025

   
  Complaint: 23196479
  
  I am rejecting this response because:

  it does not resolve the issue of the missing refund.
  
  Sincerely,
  
  ******* ***********