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
02/10/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have 3 inquiries on my credit report from this company, I have never contacted them regarding a loan, and I have my credit file blocked for promotional purposes. I need answers, is this fraud?
Business response
02/15/2022
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,
UpstartInitial Complaint
02/07/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have a loan with this organization. I have been paying it down in a timely manner using their website. Four months ago, I lost the ability to access the website. I contacted their customer service department which attempted to put the blame on user error or my equipment. I have attempted to access the site on 4 different systems and followed all their instructions. Every time I call, I am on hold for over an hour. They just keep sending me emails to reset my password which does nothing. All along, I am paying my **** with no access to my information. On Friday of last week, I tried once again, After holding for 50 minutes, the associate told me no one from their escalation team was answering the phone. They expect to pay my ****, but I cannot get access to the site, get a paper copy of my statement (they sent me by balance and interest rate with no transaction history), will not allow me to speak to a manager, will not provide me with the name of a manager, etc. When I requested the name of manager of the associate I was speaking to on Friday, she told me she works from home and has no manager. I asked her who does her evaluations, answers her questions, etc. She would not respond. Prior to this, I had no issues. I did receive a call back from someone later on Friday. He was supposed to contact me a month ago. He admitted that it is not me, but they have now found other customers are experiencing the same issue I am having. I expect to have transparency of my account, get truthful and timely responses and to be compensated for over 20 hours of phone time trying to resolve an issue that was created by the company and not me.Business response
02/09/2022
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,
UpstartInitial Complaint
02/06/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Upstart pre approved me for a personal loan, i did all the necessary paperwork, pay stubs, tax returns and bank statements, i was sent a email congratulations on being approved for loan which included the amount, the monthly payments the interest and the length of loan the next step was to sign for said loan, instead the next email said no ,i think this is bad business and deceptive business i think it's predatory lendingBusiness response
02/07/2022
Public Response for BBB Complaints: In Progress Response Scenario
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,
UpstartInitial Complaint
02/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This all started out when I got a letter to refinance my car I went to their website they did a hard credit pole and I was excepted. On January 25 I sent them proof of insurance and proof of payoff letter. They said they never got the payoff letter but I did send it they even had their diagnostics look into it and found it and thats all they said they were waiting for. They told me that I needed to sign some forms they sent. I got forms 2/1/2022 I sent them back the same day and then I got an email that my loan was denied. The admitted that it was a System error not a human error. They did a really hard credit check. I did everything by the book they said they record. So all of this is recorded the even have notes in my account. Application #********. They should make this right I cant get that credit points back. I did everything right.Business response
02/04/2022
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,
UpstartInitial Complaint
02/02/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I received a loan on or about November 22. A loan of $9600. I have made 2 payments on time yet they're reporting an increase in balance to credit agencies although their website shows no increase. I attempted to reach out to them. They didn't even read the complaint and send an automatic e-mail about something totally different. Any help is appreciated..Business response
02/07/2022
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,
UpstartInitial Complaint
01/30/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On January 29th, 2022 (yesterday) i applied for an Upstart loan that they give through ************* I provided all necessary documents.On morning of January 30th 2022 (today) I was approved for a loan.Even though Upstart incorrectly determined my income lower than it actually is and slightly increased my interest rate, I decided to not fight off small details and accepted the loan as it was this morning. The moment I accepted the loan I received notifications from 3 separate credit monitoring services Im signed up for that my credit score dropped. All reports showed that Upstart placed a hard injury on my report and it significantly decreased my score. Simultaneously, Upstart, who 1 min prior gave me a loan and stated they would be transferring the money, now informed me that they are denying me because my credit score has dropped since my application that I submitted YESTERDAY. Lets make it clear: I applied for a loan through their financial services, they invite me to accept their offer and when I do, it results in my score dropping, which is what happens when you get a loan (Im sure Upstart knows that) and then Upstart punishes me for accepting their offer?! This doesnt make any sense! After I spent 40 mins on the phone with a representative (who is not connecting me directly to credit review department, so she relays their answers to me), she told me that at first they said I should figure out what the problem is with credit bureaus, then when I informed her that I have reports showing Upstart as the cause of the drop, she told me that credit department said thats not it, it must be something else. Thats not a professional answer and a blatant lie. I have proof. Representative took my number and said supervisor will call me shortly. I waited all day. The call never came. I was told that I need to reapply in 30 days with a different email address.If I reapply I have lower credit score and more inquires, therefore higher APR and more debt.You trap people!Business response
01/31/2022
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 M. Salieva's concerns and will be sent to the complainant directly once complete.
If you or M. Salieva have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************
Kind regards,
UpstartCustomer response
02/03/2022
Complaint: 16691681
I am rejecting this response because:The response that the company submitted in January 31st states that I will be contacted directly and my complaint will be looked into. As of Feb 3rd, all I got from them is two automatic rather frustrating emails in my email inbox that invite me to Accept the loan and when I follow the link, it leads me to Upstart website that once again tells me that they have rejected me on January 30rd. What is the point of sending me those two emails telling to accept a loan you denied me of is beyond my understanding. Seems like a bad joke. I attached evidence.
From the time the company submit a response to the complaint, I have 5 days to accept their response or reject it. As of today I see no response from them, so I have nothing to accept.
Sincerely,
***************************Business response
02/15/2022
Hello BBB Representative,
Please be advised that a response was sent directly to *************************** via email on 2/7/2022. 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,
UpstartCustomer response
02/20/2022
Complaint: 16691681
I am rejecting this response because:Upstart representatives submitted a response to my complaints only after multiple attempts to contact them. They did not address the concerns in an appropriate manner. The policies that they referred to were not applicable to my complaints and my follow up email submitted the same day (12 days ago) was never answered to. I also asked a direct question as to why their credit department offered me to commit a fraudulent activity and lie to credit bureaus and that was not answered to either.
Sincerely,
***************************
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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.