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:09/10/2025

  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.

  After recently reviewing my credit report from your company, I noticed several inaccuracies that need to be addressed. The accounts in question are listed below:Company Name: UPLIFTINC Account #:3456****Balance:$0.00 Under the Fair Credit Reporting Act (15 U.S.C. 1681g), I am formally requesting copies of all documents in your records that were used to verify the accuracy of these accounts. Please provide these documents in your response to this letter.I respectfully ask that you do not reply with a generic statement claiming the accounts have been verified. Instead, I expect to receive the actual records supporting this verification. If no such documentation exists, these disputed accounts should be removed from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA.Including unverified or inaccurate information on my credit reportand continuing to share it with third partiesunfairly damages both my credit standing and my reputation. I ask that you take this matter seriously and resolve it as soon as possible.

  

  Business Response

  Date: 09/18/2025

  Hi ******, 
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 7169.
  
  We would like to confirm that the loan ending in 4158 has been transferred to ************************** effective February 23, 2021. A notification regarding this change was sent to the email address associated with your account.
  
  Please note that Upgrade, Inc. will no longer be servicing your loan or accepting payments. Moving forward, *************************, or its authorized agent, will manage your account and reach out to you directly regarding the resolution of your remaining balance.
  
  For any inquiries regarding your account after this date, please refer to ************************** 
  
  **************************
  
  *********************************************
  
  ***************
  
  Phone Number: ************
  
  Email Address: ********************************************* 
  
  Thank you,
  
  The Upgrade Team

• Initial Complaint

  Date:09/08/2025

  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.

  Popular for seeing that they sent a check to America save America say they havent received a check. This has been going off for about four weeks. He said shesaid when the check shouldve been sent to me directly.

  

  Business Response

  Date: 09/16/2025

  Hi *****,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 7136.
  
  Thank you for bringing this to our attention. We're sorry to hear about your experience and truly regret any inconvenience it has caused.
  
  At this time, we are still investigating the issue you reported to us. We appreciate your patience and apologize for any inconvenience this may have caused.
  
  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday-Friday, 7am-6pm PT, or by email at ***************************************************************. 
  
  Thank you, 
  
  The Upgrade Team

• Initial Complaint

  Date:09/08/2025

  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 decided to use this company suggested through my rental portal cause rent was a bit tight this month due to being in between jobs. They said my rent was paid almost a week ago but my property management company hasnt received anything. Then the company said I should have a flex debit card or bank account. Neither which exists in the app. I wake up everyday and try to get help from the company and never get an appropriate response. Now my property management company is on my case and half of my money is missing with no resolution.

  

  Business Response

  Date: 09/12/2025

  Hello,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 7128.
  
  We apologize for the confusion this may have caused.
  
  After careful review, the screenshots provided appear to refer to a different company called *******. 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:09/03/2025

  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 cannot get approved to use this app to help pay my rent even after trying to reapply

  

  Business Response

  Date: 09/11/2025

  Hi,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 7102.
  
  We apologize for the confusion this may have caused.
  
  After careful review, the screenshots provided appear to refer to a different company called *******. 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:09/01/2025

  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 notify you of a fraudulent account that has been opened in my name. I am a victim of identity theft and did not authorize this account. The details of the fraudulent account are as ******************************, opened on 6/1/2021, account number ********, with a high credit of $248.00 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 confirmation of the accounts closure along with any relevant documentation related to this fraudulent activity.Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 09/09/2025

  Hi *********,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 7058.
  
  We understand how concerning this can be and we are committed to helping you resolve the situation.
  
  To report any suspected fraudulent activity, please contact our Claims team immediately at ********************************* or by phone at **************.
  
  We look forward to speaking with you and resolving this matter.

  
  
  Thank you,
  
  The Upgrade Team

• Initial Complaint

  Date:08/29/2025

  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.

  On 7/15/25 I purchased a Southwest Airline ticket by using their buy now pay later option via Uplift. Initially my bank account was drafted on 7/15/25 4 times in the amount of $139.39 each. The next morning on 7/16/25 two of the transactions were reversed. On 7/16/25 I contacted the phone number in the email from uplift. I spoke with ***** who informed me she was able to see the transactions. ***** cancelled one of the transactions and informed me to contact my bank regarding the other transaction. Both transactions were paid on 7/16/25. On 7/16/25 I contacted my bank as instructed by *****. My bank credited my account for the additional payment made to ****************** and Upgrade. I receiverd emails and text make a past due payment in 48 hours or I will be reported to the credit bureau. On 8/15/25 I made the second payment which was not due until 8/16/25. Upgraded again took 2 payments in the amount of $139.39 each. PLEASE REFER TO THE ATTACHED SUPPORTING DOCUMENTS FOR THE ADDITIONAL DETAILS REGARDING MY COMPLAINT.

  

  Business Response

  Date: 09/05/2025

  Dear ****,
  
  Thank you for your recent correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 7056.
  
  After a thorough review of our records, we found that three applications were submitted on July 16, 2025. Each application resulted in a pre-authorization charge, which is standard procedure. These charges are temporary and typically drop off within 24 to 48 hours, depending on your bank.
  
  We understand that this may have caused confusion or inconvenience, and we sincerely apologize for any frustration this may have caused.
  
  Additionally, our records show that only one application was fully processed and funded in the amount of $1,429.20, associated with *******************
  
  If you have any further questions or need assistance, please dont hesitate to contact our Customer Advocacy Team at **************, Monday through Friday, 7:00 AM to 6:00 PM MST, or via email at ***************************************************************.

  
  
  Thank you, 
  
  The Upgrade Team

• Initial Complaint

  Date:08/23/2025

  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.

  Date of Transaction: Tue, Apr 15, 7:15PM Amount Paid: $****** (3 Monthly payment of: $109.18)What the Business Committed to Provide:I paid Uplift for financing travel service. I was promised that if i bought the "getaway" ticket then my ticket would be non transferrable and non refundable, meaning if i cancel it, they would give me store credit. I unfortunately couldn't make the flight happen anymore do my grandma passing away and the vacation days overlapped with her funeral, so i decided to reschedule the plane ticket for a different time. I cancelled it, got a confirmation that it was cancelled, but i never received store credit or anything of value. I don't know why i was given the option to even cancel it if they weren't going to give me credit.Despite paying for the service, I never actually received it. When I contacted customer support, instead of resolving the problem, they gave me generic responses and repeatedly avoided addressing my specific issue. I felt strong-armed into accepting unhelpful answers, and at no point did they take responsibility for providing the service I paid for. They made it clear that if i didn't pay, that it would be sent to collections and would affect my credit score. The business has not made any real effort to resolve the issue. My attempts to get answers were met with copy-and-paste style replies that didnt resolve the problem or offer a fair solution.I want a full refund of ****** since I paid for services that were never delivered. I also want the business to acknowledge their failure to provide customer support and commit to handling complaints more seriously in the future without violating consumer rights.

  

  Business Response

  Date: 09/01/2025

  Hi ******, 

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

  
  We apologize for the generic responses youve received in the past. Our team has reviewed your account and would appreciate the opportunity to discuss the details with you over the phone to better explain.

   

  Please contact our Upgrade Customer Advocacy Team at your earliest convenience by dialing **************, Monday through Friday, 7am-6pm MST, or by email at ***************************************************************. Your reference number is 6989.

   

   We look forward to speaking with you.

   

   

   Thank you,

   

   The Upgrade Team 

• Initial Complaint

  Date:08/22/2025

  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 am submitting this complaint due to a billing error and lack of customer service resolution involving ***************** and Uplift (a third-party financing provider).On March 20, 2025, I booked a flight through ***************** and financed the ticket using Uplift. Due to a customer service issue, Frontier credited the original booking, and that original loan (Loan ID: ************* was marked as canceled. Frontier confirmed that they reimbursed Uplift directly for the original charge of $325.20, and I was told the matter was resolved.However, on the same day, a second loan (Loan ID: ************* for the same amount was created and is now active on my Uplift account, despite no new booking being made. I did not initiate a second loan or request a duplicate charge. Now, I am being held responsible for a duplicate payment that was created in error.I called Uplift, and they claimed the issue is on Frontiers side, stating they only process what Frontier sends. However, ******** denies issuing a second charge or creating a new booking. Both parties are now blaming each other with no clear resolution, and I am left paying for a second flight that was never booked, flown, or authorized.Key Details:Name: ****** ******* Frontier Confirmation Code: IFLJKG Uplift Account ID: ************ Original Loan ID (Canceled): ************ Duplicate Loan ID (Active): ************ Amount Charged: $325.20 Duplicate Payoff Balance Owed: $353.17 Flight Date / Booking Date: March 20, 2025 Despite multiple attempts to resolve this through both Frontier and Uplift support channels, I have encountered delays, miscommunication, and a lack of accountability. I am requesting:A formal investigation into the billing error Immediate cancellation and refund of the duplicate loan Written confirmation that the matter has been fully resolved Thank you for your time and assistance.

  

  Business Response

  Date: 09/01/2025

  Hi ******, 
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 6988.
  
  We are sorry to hear that your purchase did not work out this time and have further reviewed your request. Please know that our review located two loans with respect to your concerns and we would like to provide you with the status of each:
  
  - Loan: ************
  Merchant: Frontier
  Order Amount Paid to Merchant: $366.96
  Refund Amount from Merchant, as of current: $366.96 (in the amounts of $207.98 & $158.98)
  Status: Closed/Canceled
  
  - Loan: ************
  Merchant: Frontier
  Order Amount Paid to Merchant: $321.88
  Refund Amount from Merchant, as of current: $0.00
  Status: Active/Overdue
  
  Our records indicate that Loan ************ was originally created with Frontier on or about March 20, 2025 and subsequently canceled on March 22, 2025, with a refund issued.
  Loan ************ was created with Frontier on or about April 21, 2025 and is currently overdue. According to Frontier's policy, canceled trips are not eligible for monetary refunds; instead, they issue travel vouchers for future use.
  
  At this time, you remain responsible for the balance associated with the active account. While we understand this may not be the resolution you were hoping for, please note that Upgrade does not manage cancellations or refunds directly. We adhere to the policies set by our travel partners, including Frontier.
  
  We hope this helps address your concerns. 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

  Customer Answer

  Date: 09/09/2025

  Thank you for the response. However, I dispute the validity of Loan ID ************. I did not authorize a second loan, and no second flight was booked or flown. This appears to be a duplicate charge that occurred during the same refund process related to the original booking and credit.
  ***************** has not provided me with a travel voucher, nor did they inform me of a second charge. I have contacted both parties multiple times, and both continue to deny responsibility while Im left with an overdue balance I should not owe.
  This issue remains unresolved, and I respectfully request that:
  1. Loan ************ be canceled,
  2. The balance be removed from my account, and
  3. Any related negative credit reporting be deleted.
  I am also pursuing this matter with the California Attorney General and, if necessary, the ************************************ (****).
  

  
  

  

  Business Response

  Date: 09/15/2025

  Hi ******, 
  
  Thank you for your additional correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 7197.
  
  We apologize that our previous correspondence did not align with the expected response. Following a thorough review of your accounts, our team has compiled the following information:
  
  Loan: ************
  
  Merchant: Frontier
  
  Order Amount Paid to Merchant: $366.96
  
  Refund Amount from Merchant, as of current: $366.96 (in the amounts of $207.98 & $158.98)
  
  Status: Closed/Canceled
  
  Loan: ************
  
  Merchant: Frontier
  
  Order Amount Paid to Merchant: $321.88
  
  Refund Amount from Merchant, as of current: $0.00
  
  Status: Active/Overdue
  
  Our records indicate that Loan ************ was originally created with Frontier on or about March 20, 2025 and subsequently canceled on March 22, 2025, with a refund issued.
  
  Loan ************ was created with Frontier on or about April 21, 2025 and is currently overdue. According to Frontier's policy, canceled trips are not eligible for monetary refunds; instead, they issue travel vouchers for future use.
  
  We apologize however the outcome will remain the same. At this time, you remain responsible for the balance associated with the active account. While we understand this may not be the resolution you were hoping for, please note that Upgrade does not manage cancellations or refunds directly. We adhere to the policies set by our travel partners, including Frontier.
  
  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 
  

  Customer Answer

  Date: 09/16/2025

   
  Complaint: 23785603
  
  Thank you for the response.
  Unfortunately, the outcome provided is not satisfactory, as it fails to resolve the key issue I originally raised: I am being charged for a second, duplicate loan related to a ***************** booking that was already refunded.

  
  Let me clarify the sequence of events:
  On March 20, 2025, I booked a flight with *****************, and the loan through Uplift totaled $325.20 with monthly payments of $41.76.
  That booking was canceled and refunded by Frontier, and the first loan (Loan ID: ************* was marked closed with a $0 balance, as confirmed in your response.
  However, instead of applying that refund to resolve the transaction completely, a second loan (Loan ID: ************* was created for the same or similar Frontier booking despite no additional or valid transaction having occurred on my end.

  
  You now state that the second loan has no refund from Frontier, and that I am responsible for the balance yet Frontier confirms that the trip was canceled and instead issued a travel voucher. I was never informed that this second charge would result in an entirely new loan with no refund option. This feels misleading and inconsistent with how Uplift handled the original booking.
  If the funds were paid to Frontier and no cash refund was issued, Uplift should not have activated a second loan for a canceled service. At the very least, there should be a method to reverse or credit the loan using the value of the voucher but this is not being addressed.

  
  As of today, I am left with:
  Two charges for the same ***************** service.
  Only one refund that was correctly processed.
  A second active loan, with no refund and no service rendered.

  
  Requested Resolution:
  I am requesting that Loan ID: ************ be canceled, and the remaining balance waived, as this loan was created under duplicate and unclear circumstances, and no actual service was received. I am not disputing the original charge, only the duplicate account and its ongoing balance.
  If this matter is not resolved, I intend to:

  Escalate this case further to the *********************************,
  File a claim with the ************************************ (****),
  And continue pursuing a formal dispute through my credit report, if applicable.

  
  Please issue a corrected account statement showing a $0 balance and confirm closure of the disputed loan.

  
  Thank you, 

  ****** *******

• Initial Complaint

  Date:08/22/2025

  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 opened a FlexPay/Uplift account on February 12, 2025 to finance $1,988. My agreement clearly states a 0% APR loan with no late fees. The payment schedule requires 18 monthly payments of $110.44, due on the 12th of each month. I will upload my Truth in Lending Disclosure, Agreement, payment schedule, and a screenshot from the website showing my payments.Since opening the account, I have always paid on or before the due date. In fact, I usually pay more than the minimum. The only month I paid exactly the minimum was July 2025. In August 2025, I again paid more than the minimum, on time.Despite this, my account is currently marked 10 days past due for August. When I contacted customer service, I was first told my August payment went entirely to interest. This explanation is incorrect because my contract specifies 0% APR, meaning no interest or finance charges should ever accrue. After I pointed this out, I was told my August payment was instead applied to Julys payment, even though July was already satisfied on time. The agent continued giving inconsistent explanations and seemed more focused on arguing than resolving the issue.When I asked to speak to a supervisor, I was told one would call me within 2448 hours. I never received a call back. Instead, I was left with contradictory answers, dismissive behavior, and no resolution. My account is still showing as past due.Because my account is now incorrectly listed as past due, I am extremely concerned that this will be reported to the credit bureaus. I have consistently met and often exceeded all payment requirements under my agreement and do not want false information to affect my credit score.Desired Resolution Correct my account to reflect that I am current and not past due.Properly apply all payments according to the terms of my 0% APR agreement.Ensure that no negative or inaccurate credit reporting is made to the credit bureaus.Provide written confirmation once these corrections are complete.

  

  Business Response

  Date: 09/01/2025

  Hi ******, 
  
  Thank you for choosing Upgrade, were here to help!
  
  Your reference number is 6961.
  
  We are sorry to hear about your experience and we are currently investigating the issue(s) you reported. Once we have concluded our investigation, a member of our team will reach out to you regarding the findings. 
  
  We appreciate your patience while we review this matter. If you have any additional questions in the meantime, please contact our Customer Advocacy Team at **************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************. 
  
  Thank you, 
  
  The Upgrade Team 

  Customer Answer

  Date: 09/03/2025

   
  Complaint: 23782978
  
  I am rejecting this response because:  They aren't even talking to the correct person (used the name ********* they say they are looking into it, no resolution was given.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 09/08/2025

  Hi ******, 
  
  We sincerely apologize for addressing our previous response with an incorrect name. We acknowledge the mistake and want to assure you that we are reviewing the correct account.
  
  Your reference number is 6961.
  
  We want to thank you for the the documentation and details you have provided, this will assist us with our investigation. Once we have concluded our review, a member of our team will reach out to you regarding the findings. 
  
  We appreciate your patience while we review this matter. If you have any additional questions in the meantime, please contact our Customer Advocacy Team at **************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************. 
  
  Thank you, 
  
  The Upgrade Team 

  Customer Answer

  Date: 09/10/2025

   
  Complaint: 23782978
  
  I am rejecting this response because: there is still nothing to accept; they only say they will look into it.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:08/21/2025

  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 not able to access my account. I called on August 12th, and the representative attempted to reset my account. After 2 failed attempts, I was told a ticket was put in. As of 08/20/2025 I am still unable to access my account and see my balances or fix my payment method. I would like my account unlocked. Please fix this.

  

  Business Response

  Date: 09/01/2025

  Hi Stepfanie, 
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 6944.
  
  We are sorry to hear about your experience and we are currently investigating the issue you reported. A Customer Advocacy Team member will be reaching out to you directly within the next 2-3 business days to further discuss.
  
  We appreciate your patience. If you have any additional questions in the meantime, please contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************. 
  
  Thank you, 
  
  The Upgrade Team