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:07/23/2025

  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.

  Uplift is stating that I have a past due balance from 06/24/2025 but I paid on 07/11/2025 and they are stating they do show that but they show its past due 28 days to which I have then advised that makes no sense because I paid 07/11/2025 and even if they are showing its 28 days past due thats still not 30 days. No one is helping me I have spoke to about 4 different people regarding this issue. They have already reported to my credit bureau but it is false.

  

  Business Response

  Date: 07/25/2025

  Hi *****,
  
  Thank you for reaching out to us through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 6617.

  We apologize for the inconvenience this may have caused.
  
  After a careful review of your account, we would like to provide the following details regarding your payment history: Your scheduled payment due date is the 24th of each month.

  Our records show several attempts to process your payments, with the following outcomes:
  

  - April 25, 2025 A payment attempt was made but returned due to insufficient funds.
  - May 2, 2025 Another payment attempt was made and also returned due to insufficient funds.
  - May 24, 2025 A third attempt was made, but it was again returned due to insufficient funds.
  - May 20, 2025 A successful payment of $186.30 was processed and applied to the April 24 due date.
  - July 11, 2025 A payment of $186.30 was received and applied to the May 24 due date.
  - July 23, 2025 A payment of $186.30 was applied to the June 24 due date.
  - July 23, 2025 An additional payment of $186.30 was received and applied to the July 24 due date.

  You can always view your payment activity and account details by logging into your portal and following the steps below:

  1. Go to the Members Portal - Uplift.
  2. Sign in using the mobile phone number you provided when you applied.
  3. You'll receive a verification code to ensure your information is secure.
  4. Enter the verification code.
  5. Navigate to Loan Details > Payment Activity to view the full payment history.
  

  We understand how important accurate credit reporting is, and we sincerely apologize for any frustration this situation may have caused. After a thorough review, we confirm that all payments have been reported accurately. In accordance with applicable laws and credit reporting regulations, we are required to report information as it appears on the account. Therefore, we are unable to make any changes to the credit reporting at this time.
  

  If you have any additional questions, please do not hesitate to contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************. 

  We appreciate the opportunity to address your concerns.

  Thank you,

  The Upgrade Team
  
  

  Customer Answer

  Date: 07/26/2025

   
  Complaint: 23643357
  
  I am rejecting this response because: When logging into my portal it only showed a late payment of 06/24/2025 it never shows any other late payment. When I received the notification of it being late on 06/24/2025 I paid it on 07/11/2025. I called and spoke with about 4-5 representatives all the way up to a supervisor when I received the notification of being reported to the credit bureaus. 2 out of the 4 who were extremely rude and not a single one could give me accurate information. They all had a different story about why I was being reported. Some said it was incorrect as i was technically only 28 days late and you all only report at 31 days past due.  and another said I was only 2 weeks late. Another said I was late all the way from March. None of the stories add up. The supervisor said it does not reflect on the portal when you are late and when you make a payment where it is being applied (which it does not) so how is someone supposed to know they are late if the portal shows I am current. Thats very deceitful. I have looked at the statements time and time again and no where does it show a recurring payment being due. Reporting someone when your system does not accurately reflect late payments/ whats owed is not good customer service and its deceptive. 
  
  Sincerely,
  
  ***** Bonfil ********

  

  Business Response

  Date: 07/30/2025

  Hi *****,
  

  Thank you for your additional correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 6617.
  

  We sincerely apologize for any frustration or inconvenience this situation may have caused you, and please be assured that we take your concerns very seriously.
  

  We are currently investigating the issue(s) you reported and once we have concluded our investigation a Customer Advocacy Team member will reach out to you directly to discuss the findings and next steps.
  

  If you have any additional questions, please contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************. 
  

  We appreciate your patience while we review this matter. 
  

  Thank you, 
  

  The Upgrade Team 

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23643357
  
  I am rejecting this response because: I need a time frame for this resolution.
  
  Sincerely,
  
  ***** Bonfil ********

• Initial Complaint

  Date:07/17/2025

  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.

  This company just went under new owner ship and will not provide me access to my account with sensitive personal information on it due to them having the wrong phone number on file. I have been trying to get this resolved since 7/3 and sent in all required documents and pictures requested and they just keep going in circles. I do not want this company having my information if they will not provide me access to their website

  

  Business Response

  Date: 07/22/2025

  Hi ****,
  

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 6556. 

  We apologize for the inconvenience this may have caused.

  After carefully reviewing your account we would like to confirm that your phone number was successfully updated on July 17, 2025. 
  

  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday-Friday, 7am-6pm MST, or by email at ***************************************************************. 
  

  Thank you, 
  

  The Upgrade Team

• Initial Complaint

  Date:07/16/2025

  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.

  My name is Therrimann Delconny ******* and I am reporting that several accounts and inquiries on my credit report are inaccurate and were not authorized by me. I did not open or apply for accounts with ********** ************ Upgrade *** Uplift Discover or any other listed accounts nor did I authorize any of the inquiries appearing under my name. I believe I may be a victim of identity theft or my information may have been used without my knowledge or consent. I am requesting that the ************************ investigate this matter and that the credit bureaus block and remove these unauthorized accounts and inquiries from my credit file under my rights through the Fair Credit Reporting Act. This situation is causing me serious harm and I am taking steps to correct it and protect my identity. Thank you for your attention.

  

  Business Response

  Date: 07/24/2025

  Hi Therrimann,
  

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 6555.
  

  We apologize for the inconvenience this may have caused.
  

  We would like to confirm that you applied for a Flex Pay account with ******************** on October 22, 2021, and were approved on March 18, 2021. We have reviewed your account with ******************** and would like to confirm that it is accurately reporting to the credit bureaus. On or about April 22, 2022, your account was 120 days past due and was charged off. On or about June 9, 2022, the debt was sold to **************************
  

  Loan ending in 1376 has been transferred to First Portfolio ****************, c/o *********************************** and communication has been sent to the email address on file.
  

  Upgrade, Inc. will not be servicing your account or collecting your payments. Upgrade, Inc. will stop accepting payments received from you. First Portfolio ****************. c/o *********************************** or its agent, will service your account and contact you directly regarding resolution of your account balance. For any inquiries regarding your account after this date, please refer to First Portfolio **************** c/o *************** Portfolio Services.

  First Portfolio ****************. c/o *************** Portfolio Services
  ********************************************************************
  ***************************
  Phone Number: ************
  Email Address: *********************************
  

  If you have any additional questions, please contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************.
  

  We appreciate the opportunity to address your concerns.

  Thank you,

  The Upgrade Team
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/15/2025

  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.

  I called a week or so ago because I knew I was going to have a hard time paying my $267 payment this month on my loan. The person I spoke to said they cant lower my payment for the month until the due date so Id have to call back. Today I got an email that they processed my payment. I tried calling them to stop the payment and explain what the other person told me, but now this person said I would have needed to call 3 days before. No one is on the same page there. I need that money refunded right now and for them to lower my payment for the month like the person last week told me.

  

  Business Response

  Date: 07/22/2025

  Hi ***,
  

  Thank you for reaching out to us through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 6525.
  

  We want to extend our sincere apologies for the experience youve had. We understand that financial hardships can be incredibly stressful, and were committed to assisting you. At Upgrade, we are dedicated to helping our customers navigate difficult situations, and we offer support on a case-by-case basis through our Partial Payment Hardship Program.
  

  After carefully reviewing your account, we would like to provide the following summary:
  

  - On July 3, 2025, you contacted us via email to inquire about enrolling in the hardship program. In response, we informed you that you would need to reach out to our ********************** to discuss the program details further.
  - Later that same day, you called our office and were advised that you qualified for a hardship payment in the amount of $200.33. During the call, it was explained that if you were unable to make the payment at that time, you would need to call back closer to your scheduled due date.
  - According to our records, on July 22, 2025, you were successfully enrolled in the hardship program with a revised payment amount of $133.55.
  

  If you have any additional questions, please do not hesitate to contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************. 

  We appreciate the opportunity to address your concerns

  Thank you,
  

  The Upgrade Team

• Initial Complaint

  Date:07/15/2025

  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.

  I paid for Junes rent with Flex Pay and it was never submitted to my complex by the first even though they are saying it has. Contacted multiple times for a refund and confirmation with the complex and they refuse to acknowledge that my rent was never sent for the month and insist it was when I checked the computer with the manager at my complex and it's not there. Essentially this company just ate my rent and is not giving it back.

  

  Business Response

  Date: 07/16/2025

  Hi *******,
  

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 6522.
  

  We apologize for the confusion this may have caused.
  

  After careful review, the screenshots provided appear to refer to a different company called Get Flex. We are not associated with Get Flex, as we do not manage rental payment transactions.
  

  If you have any questions or concerns with rental payments, we recommend contacting Home - Flex: Rent Solutions and Financial Management  directly.
  
  If you have any additional questions regarding Flex Pay by Upgrade, please do not hesitate to contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************.
  
  Thank you,
  

  The Upgrade Team

• Initial Complaint

  Date:07/14/2025

  Type:Product 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.

  Flex Pay/Uplift is a loan based business, a lot like Affirm or Klarna. I set up a payment plan, for a plane ticket I wanted to purchase. After, discovering, I didnt need the ticket that same day of purchase, I cancelled my plane ticket. I sent Flex Pay an email, because they have no way to speak to a representative. This issue would have totally been rectified that same day, if I were able to call someone and talk to a representative. Again, not an option. Received an email telling me to wait 14days and things would be corrected. The month goes by and Im charged my first payment, for a ticket that had been cancelled and a loan I didnt need. I had to email them after calling ********* and making sure everything was cancelled and that FlexPay was notified. After, multiple emails and waiting, I was finally issued a refund. It wasnt the full amount. ******** has now received all their funds, out of money they shouldnt have collected in the first place. So, I had to send multiple emails to see why the full amount wasnt returned to me. I was told it was because of the interest, based on the length of a loan I didnt need and one I had cancelled on the same day that I applied for it. So, yes I definitely have buyers remorse especially because I received nothing but, a headache and lost of funds for a service I did not use or need. They legit stole money from me. The process was prolonged because of them, not me. I should have been refunded the complete amount they took from me.

  

  Business Response

  Date: 07/18/2025

  Hi *******,
  

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 6526.
  

  We apologize for the inconvenience this may have caused.

  After careful review, we confirm that a refund of $123.96 was processed on June 30, 2025. Additionally, an update was made to include a refund of accrued interest related to the refund date. Consequently, an additional refund of $12.62 will be issued to you.
  

  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday- Friday, 7am-6pm MST, or by email at **************************************
  

  We appreciate the opportunity to address your concerns.

  Thank you,
  

  The Upgrade Team

  Customer Answer

  Date: 07/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:07/13/2025

  Type:Sales and Advertising 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 a frequent uplift user. I am a reliable and trust worthy user. Always pay loans in full and make early payments. I was approved today 7/13 for a loan (J28716095391). The website had an error which prompted me to go through the process again. I was then denied (J28716265748) and referred to the portal for adverse action. Its stating The sum of purchase price and outstanding Uplift loan balances is too high in relation to loan limit However, nothing changed between the original approval and the reprocessing. Exact same order, price, website, credit score, open loans with uplift were the same during approval etc.. The customer support number does not work and cannot speak to any human. This seems like a glitch. Very frustrating for customers who demonstrate reliability through previous loans. Even just attempted to pay down my ****** balance to see if that made a difference. ****.

  

  Business Response

  Date: 07/22/2025

  Hi *****,
  

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 6521.
  

  We apologize for the inconvenience this may have caused. I wanted to take a moment to clarify the recent activity on your loan applications and address any concerns you may have.
  

  After careful review of account, our records indicate that on July 12, 2025, you were approved for loan ending in 9513, and again on July 13, 2025, for loan ending in 7340. However, in both cases, the funds were not utilized by the merchant, and as a result, the loans were not finalized.

  Were pleased to inform you that on July 15, 2025, you were successfully approved for a new loan and booking for Cheap Caribbean. Were glad everything is now in place, and we truly appreciate your patience throughout this process.
  

  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************. 
  

  We appreciate your business and hope to help with your travel plans again in the future!
  

  Thank you,
  

  The Upgrade Team

• Initial Complaint

  Date:07/09/2025

  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, and about 60 other people used Flex Pay to cover a music festival Called Caribbean Fest. The music festival was organized by Power To Exhale Travel. The festival had encountered several changes that have resulted in many people not being able to attend. Unfortunately the CEO died in an accident and we were informed the music festival was canceled. I have spoken to a supervisor at Flex Pay name ***** and she told me our accounts would be in a 3 month forbearance while the company worked on charge backs to our account. Today I checked my account it said I was delinquent. I called to see why it was reflecting that and I was told there was no record of a forbearance on my account. This has been very stressful and I thought we had a resolution to this issue. I want a full charge back to my Flex Pay account to be made whole. I would definitely use Flex Pay towards a new trip if they honor what I was told.

  

  Business Response

  Date: 07/14/2025

  Hi ******,
  

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.

  Your reference number is 6469.

  We apologize for the inconvenience this may have caused.

  We are currently investigating your concerns and hope to provide a resolution as soon as possible.
  

  If you would like to speak with someone sooner, you may contact our Customer Advocacy team at your earliest convenience by dialing **************, Monday-Friday, 7am to 6pm MST.
  

  We appreciate your patience as we review this matter.
  
  Sincerely,

  The Upgrade Team

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23574972
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 07/18/2025

  Hi ******,
  

  Thank you for your additional correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 6469. 

  We sincerely apologize for the inconvenience this may have caused.

  We have completed our review of your concerns and can confirm that the forbearance was successfully processed as of July 10, 2025. Your next payment due date is October 10, 2025.
  

  If you have any additional questions, please contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************. 
  

  We appreciate the opportunity to address your concerns.

  Thank you,

  The Upgrade Team

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23574972
  
  I am rejecting this response because: This doesnt resolve my concern. I wasnt only seeking a forbearance. I was told we would get a charge back due to services not being rendered! 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:07/09/2025

  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.

  From June 28th to July 8th I have been in contact with **** pay customer service and I have been trying to receive a refund from them because my rent never got paid but they still charged my account and any payments that were made using Flex Pay kept getting rejected by my apartments due to "accounts being frozen". In this time I have provided all the info that they have requested to show that not only were the payments rejected but that I also never received my refund for $853.39 and that I still owe rent. Also, since my rent never got paid it is currently late, I've been receiving late fees and I have been given a 3 days to vacate notice or pay in full by the 11th or I will receive an eviction notice. I was in contact with the eviction risk specialist team then out of nowhere they stopped responding to me even though I haven't received my refund and I also am still at risk for eviction. At this point they have stolen my money. I have disputed the charge with my bank but that will take way too long to get resolved so I've turned to here in hopes that this will get their attention and get it taken care of. I have included the support ticket numbers to easily locate this issue.

  

  Business Response

  Date: 07/10/2025

  Hi *******,
  

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 6470.
  

  We apologize for the confusion this may have caused.
  

  After careful review, the screenshots provided appear to refer to a different company called Get Flex. We are not associated with Get Flex, as we do not manage rental payment transactions.
  

  If you have any questions or concerns with rental payments, we recommend contacting Home - Flex: Rent Solutions and Financial Management  directly.
  

  If you have any additional questions regarding Flex Pay by Upgrade, please do not hesitate to contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************.
  

  Thank you,
  

  The Upgrade Team

• Initial Complaint

  Date:07/07/2025

  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 honestly dont get why UPLIFTINC is reporting this debt under my name because I dont owe them anything. I never signed anything with them, and when I asked for a copy of the original application, they didnt even bother to provide it. Its frustrating because this is hurting my credit for no reason, and its just not fair. How can they just put something on my report without any proof?Account No: ******** Amount Disputed: $0

  

  Business Response

  Date: 07/14/2025

  Hi ******,
  

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 6444.
  

  We apologize for the inconvenience this may have caused.
  

  We have reviewed your account and confirmed your loan ID#******** refund was completed October 1, 2021.
  

  If you believe that any portion of the loan has been reported inaccurately, please contact Equifax, our third party credit bureau: US: ************
  

  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************. 
  

  We appreciate your business and hope to help with your travel plans again in the future!
  

  Thank you,
  

  The Upgrade Team