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:01/07/2025

  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.

  Im am not liable for this debt (Uplift******. I dont not a contract with collection agency. They did not provide me with the original contract which I was requested.

  

  Business Response

  Date: 01/17/2025

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

  Your reference number is 4944.

  We apologize for the inconvenience this may have caused.

  We are sorry to hear about your experience and we are currently investigating the issue(s) you reported. Once we have concluded our investigation you will receive communication once a status update is available.
  

  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 
  

• Initial Complaint

  Date:01/07/2025

  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.

  Hello,I submitted final payment for ID# ************ in December 2024. The account needs to be reported as "Paid as Agreed" to all of the credit bureaus. Instead, the account is showing up as 60 days past due as a derogatory note towards my FICO 2, 4, and 5 mortgage credit reports. Please remove this inaccuracy and mark it as "Paid as Agreed".

  

  Business Response

  Date: 01/17/2025

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

  Your reference number is 4943.

  We apologize for the inconvenience this may have caused.

  We have reviewed your account and confirmed your loan ID#************ has been paid in full. Please view the attached letter, that was emailed to you on January 9, 2025, as verification that you have completed your payments for this loan.

  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:01/06/2025

  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.

  Beginning in March 2023, I started receiving Adverse Action Notices stating that my application was denied because "application cannot be verified." In March 2024, I received the same notice and followed the verification steps outlined on Uplifts website to confirm my identity. Despite completing the verification process, my application was denied again. I contacted Uplifts customer service department to understand which information could not be verified. I was informed that I had been banned from using their services and was provided no further explanation. When I escalated the matter to a supervisor, I was again told they could not provide any additional information.I initially let the issue go, but in December 2024, while planning another vacation, I applied again and received the same notice. I reached out once more to inquire about the specific information that could not be verified. Under the Fair Credit Reporting Act (FCRA), lenders are required to use accurate credit information when making a credit decision and to provide specific reasons for denial. A vague reason such as "application cannot be verified" suggests Uplift may not be using accurate or complete information to evaluate my application. When I contacted Uplift again, I was simply told I had been banned from using their services, with no further details or opportunity to resolve the issue. This feels deeply unfair. Over the past few years, I have moved frequently due to school and work. These changes in my personal information may explain the discrepancy, but they should not result in my being banned outright. I have kept records of all past applications and can prove that I used only my own accurate information. Uplift has not given me an opportunity to demonstrate this or to resolve the matter. Instead, I have been arbitrarily banned without explanation. I have also verified my information with the credit bureaus, and everything is up to date and accurate.

  

  Business Response

  Date: 01/15/2025

  Hi Tyra, 
  

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

  Your reference number is 4935.

  After careful review, it appears we were not able to approve your loan at this time. We understand this can be frustrating, and we apologize for any inconvenience this may have caused. 

  To better understand the denial reason, you can review the Adverse Action Notice that was provided to you.
  
  To view your Adverse Action Notice In your Uplift Account Portal, please follow the steps below:
  1. Go to ******************************
  2. Sign in using your mobile phone number that you used, when you applied.
  3. You will receive a verification code to your mobile phone; this allows us to ensure your information is safe and secure.
  4. Enter in the verification code
  5. Click on Applications, Youll be able to find & review the Adverse Action Notice. 
  

  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: 01/16/2025

   
  Complaint: 22775719
  
  I am rejecting this response because: 

  This is the same generic response I've been receiving. As attached, the Adverse Notice only states "Information Cannot Verified." I have not been given the opportunity to verify this information - as stated in my initial response. Therefore, this response is insufficient at best. 

  
  Sincerely,
  
  Tyra Striker

  

  Business Response

  Date: 01/22/2025

  Hi Tyra, 
  

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

  Your reference number is 4935.

  We understand this can be frustrating, and we sincerely apologize for any inconvenience this may have caused. 
  

  In order to better understand why your application was not approved, you can review your Terms of Use that was provided to you by signing in to your Account Dashboard and clicking on the link provided. It is disclosed in the Terms of Use under section 10. Termination of Use; Discontinuation and Modification of the Service, which states:

  "We may terminate, disable, or throttle your access to, or use of, this Site and the Services at any time without notice for any reason, with or without cause at Uplifts sole discretion. If you violate any provision of these Terms, your permission to use the Service will terminate. We also reserve the right to modify or discontinue the Service at any time (including by limiting or discontinuing certain features of the Service) without notice to you. We will have no liability whatsoever on account of any change to the Service or any suspension or termination of your access to or use of the Service. Failure by Uplift to enforce any of its rights under this Agreement shall not be construed as a waiver of those rights or any other rights in any way whatsoever."

  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: 01/22/2025

   
  Complaint: 22775719
  
  I am rejecting this response because:

  Thank you for your response. I understand the importance of adhering to your Terms of Use. However, your explanation, coupled with the cited terms, contradicts the notice provided to me. I would like to address this matter further to clarify my concerns.
  You recited the provision stating that:
  "We may terminate, disable, or throttle your access to, or use of, this Site and the Services at any time without notice for any reason, with or without cause at Uplifts sole discretion. If you violate any provision of these Terms, your permission to use the Service will terminate. We also reserve the right to modify or discontinue the Service at any time (including by limiting or discontinuing certain features of the Service) without notice to you. We will have no liability whatsoever on account of any change to the Service or any suspension or termination of your access to or use of the Service."
  While I recognize your companys discretion as outlined in these terms, it is crucial to note that such terms must still comply with applicable federal and state laws, including but not limited to anti-discrimination laws, consumer protection statutes, and contract law principles. Provisions that allow unilateral termination or denial of service without notice for any reason, with or without cause could be deemed overly broad and unconscionable if applied arbitrarily or unfairly.
  As indicated in my previous communications, every detail submitted during my application processincluding name, address, phone number, and other identifying informationwas accurate and truthful. There is no evidence of fraud, misrepresentation, or other wrongful conduct on my part. Furthermore, I have never held an account with **********************. Without specific justification or evidence supporting the denial of my application, your actions could arguably amount to discriminatory treatment or bad faith, especially if they appear arbitrary or inconsistent with your stated policies.
  Additionally, the provision granting sole discretion to terminate or deny services without notice or cause raises significant concerns under contract law. Terms that are unconscionable, either procedurally (due to lack of negotiation or unequal bargaining power) or substantively (due to overly harsh or one-sided provisions), may be deemed unenforceable in a court of law.
  To resolve this matter fairly and transparently, I kindly request that you provide specific reasons for the denial of my application, along with any evidence supporting your decision.
  Thank you for your attention to this matter. I look forward to your prompt response.
  

  Sincerely,
  
  Tyra Striker

• Initial Complaint

  Date:12/30/2024

  Type:Customer Service 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.

  I was told that UPLIFT/CB would send me a pay-to-delete letter. I ran behind on payments due to health issues. The representative on the phone assured and promised to send the letter dated July 2024, the debt was paid in full. I NEVER received the letter owed to me and the account is closed but still reporting to my credit report negatively.

  

  Business Response

  Date: 01/09/2025

  Hi ******, 
  

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

  Your reference number is 4919.
  

  We apologize for the inconvenience this may have caused.

  Upon reviewing your account, we are excited to inform you that your loan 240104144245  has been paid in full! 
  

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

  We appreciate you for choosing Upgrade, and do look forward to working with you again in the future!

  Thank you,

  The Upgrade Team

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22735401
  
  I am rejecting this response because: I know that the loan is paid off, it was paid July 2024. The problem is I was promised by an Uplift/Flex representative that I was to receive a pay to delete letter, that it was to be emailed to me and it was NOT emailed to me, I never received it. I demand the business uphold its promise, I did what I said. I want this account removed from reporting to my credit report 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 01/16/2025

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

  Your reference number is 4919.
  
  We are sorry to hear about your experience and we are currently investigating the issue(s) you reported. Once we have concluded our investigation you will receive communication once a status update is available.
  

  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 resolve this matter.
  

  Thank you, 
  

  The Upgrade Team 

  
  

  Customer Answer

  Date: 01/16/2025

  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:12/23/2024

  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 liable for this debt with Uplift/********. I do not have a contract with the collection agency. They did not provide me with the original contract as requested.

  

  Business Response

  Date: 12/31/2024

  Hi Jillienne, 
  

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

  Your reference number is 4893.
  

  We reviewed the issue you reported to us and have concluded our investigation at this time. Your account is now being serviced by:

  True Accord Recover
  Address: ******************
  Suite 130
  ****************
  Telephone: **************
  Operational Hours: Monday through Friday 8:00 AM - 6:00 PM
  

  If you have any questions regarding this transfer, please contact them at ************** or online at  ************************************ and speak with one of their Specialists for assistance.
  

  Thank you,
  

  The Upgrade Team

  
  

• Initial Complaint

  Date:12/19/2024

  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 agreed to a loan with 24 month terms from **************************. On 12/12/24 I made a $3000.00 payment over the phone with a representative named *****. On 12/13/24, I logged in and noticed that the terms for my loan had been changed without my knowledge or permission from 24 months to 12 months. I called and spoke with ***** today (12/13/24) and was told that there was no way they could change it back to 24 months. I did not sign up for a 12 month loan, and one of the reasons I made the $3,000.00 payment was to lower the monthly payment over the 24 months. I would like ************************** to change the terms of the loan back to 24 months. Please see items #4 and 7 in the attached loan agreement which clearly states a 24 month term. thank you

  

  Business Response

  Date: 12/27/2024

  Hi ****,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number 4852.
  
  Upgrade, Inc. is a financial technology company based in *************, **. Uplift is a subsidiary of Upgrade that facilitates loans for travelers paying for airfare, cruise tickets and hotel stays.
  
  According to our records, you applied and were approved for a closed-end loan on December 1, 2024. The proceeds of this loan were used to pay for round trip airfare from **************** to ****** departing on April 2, 2025, and returning on April 8, 2025, through Cheap Caribbean. Additionally, your loan proceeds were used to pay for hotel reservations at ******************************* & Spa during those same dates. The loan required 24 monthly payments of $303.89, starting January 1, 2025. 
  
  On December 12, 2024, a member of our Customer Advocacy Team contacted you regarding the issues you were experiencing with your credit card payment. As stated in your Loan Agreement, which you agreed to at the time of your application, the available payment methods are as follows: automatic debit from your debit card, by check, or by Automated Clearing House (ACH). On our FAQ page we note that customers from ****** have the option to make payments via bank account, *************** virtual debit, or cheque. As a courtesy to you, we made a one-time exception and processed your $3,000.00 payment via credit card on December 12, 2024.
  
  On December 13, 2024, you contacted our Customer Advocacy Team to discuss your monthly payments. The representative that you spoke with correctly advised that overpayments to your loan may not change your monthly payment. As stated in your Loan Agreement, Making an installment payment in excess of what is due may reduce the total amount of interest you are scheduled to pay under this Agreement, and may reduce the number and/or amount of and your remaining payments (starting with your last payment and working backwards).
  
  Your agreements are available for you to review at any time, by logging into your account dashboard at ************************.
  
  We would like to clarify that your $3,000.00 payment was first applied to your due date of January 1, 2025. The remaining balance was then applied directly to your principal, which covered your future due dates from February 2026 through December 2026. Unfortunately, we are unable to alter the minimum monthly payment that was originally agreed upon.. Your payments of $303.89 will continue until December 1, 2025, with a final payment of $157.59 due on January 1, 2026.
  
  If you have any additional questions, or would like us to refund this payment so you may return to the original payment schedule, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST, or email ***************************************************************.
  
  Thank you,
  
  The Upgrade Team
  

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22708533
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** Rock

  

  Business Response

  Date: 01/08/2025

  Hi ****, 
  

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

  Your reference number is 4852.

  We apologize for the inconvenience this may have caused.

  We would like to confirm that Upgrade, Inc. is a financial technology company headquartered in *************, **. Uplift, a subsidiary of Upgrade, facilitates loans for travelers to cover expenses such as airfare, cruise tickets, and hotel stays.
  

  Our records indicate that you applied for and were approved for a closed-end loan on December 1, 2024. The loan proceeds were used to cover the cost of round-trip airfare from **************** to ******, departing on April 2, 2025, and returning on April 8, 2025, through Cheap Caribbean. Additionally, the loan was used to pay for hotel reservations at the ******************************* & Spa during the same travel dates. The loan requires 24 monthly payments of $303.89, beginning on January 1, 2025.

  On December 12, 2024, a member of our Customer Advocacy Team contacted you regarding the issues you were experiencing with your credit card payment. As stated in your Loan Agreement, which you agreed to at the time of your application, the available payment methods are as follows: automatic debit from your debit card, by check, or by Automated Clearing House (ACH). On our FAQ page we note that customers from ****** have the option to make payments via bank account, *************** virtual debit, or cheque. As a courtesy to you, we made a one-time exception and processed your $3,000.00 payment via credit card on December 12, 2024.

  On December 13, 2024, you contacted our Customer Advocacy Team to discuss your monthly payments. The representative that you spoke with correctly advised that overpayments to your loan may not change your monthly payment. As stated in your Loan Agreement, Making an installment payment in excess of what is due may reduce the total amount of interest you are scheduled to pay under this Agreement, and may reduce the number and/or amount of and your remaining payments (starting with your last payment and working backwards). Your agreements are available for you to review at any time, by logging into your account dashboard at ******************** - Personal Loans, Cards and Rewards Checking | Home .

  We would also like to clarify that your $3,000.00 payment was first applied to your due date of January 1, 2025. The remaining balance was then applied directly to your principal, which covered your future due dates from February 2026 through December 2026. Unfortunately, we are unable to alter the minimum monthly payment that was originally agreed upon.. Your payments of $303.89 will continue until December 1, 2025, with a final payment of $157.59 due on January 1, 2026.
  

  If you have any additional questions, or would like us to refund this payment so you may return to the original payment schedule, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST, or email ***************************************************************.

  We appreciste the opportunity to address your concerns.

  Thank you,
  

  The Upgrade Team

  
  

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22708533
  
  I am rejecting this response because: the loan agreement very clearly states that the terms are for 24 months.  
  
  Sincerely,
  
  **** Rock

• Initial Complaint

  Date:12/18/2024

  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 booked a trip and used uplift for the payment method in 2022. Prior to the trip, I called and canceled. I had made a payment and was told since it was refundable more than 30 days before the trip was scheduled, I would only be responsible for a cancelation fee that was deducted from the refund I received. I agreed to that and received a refund. Since then, the account continues to be removed and reappear on my credit report and also indicates 3 late payments/derogatory marks that should not be there at all. I was told anything due would be deducted from my refund and the amounts given on the call and received via direct deposit to my bank account were correct. I'm not sure why their $46 is added and removed from my credit report and seems to indicate error on their part that I can't resolve. I never received a statement and can't locate any email that might include an account number to add. I'd like it removed as it never should have been on my credit report.

  

  Business Response

  Date: 12/27/2024

  Hi *******,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 4853.
  
  We reviewed the issue you reported to us and have concluded our investigation at this time. Your account is now being serviced by:
  
  True Accord Recover
  Address: ***********************************************
  Telephone: **************
  Operational Hours: Monday through Friday 8:00am 6:00pm
  
  If you have any questions regarding this transfer, please contact them at ************** or online at  ************************************ and speak with one of their Specialists for assistance.
  
  Thank you,
  
  The Upgrade Team

  Customer Answer

  Date: 12/29/2024

   
  Complaint: 22706668
  
  I am rejecting this response because: I would not have been issued a refund if anything additional was owed on the account. Therefore, this account should have been closed when the refund, minus the cancelation fee, was deposited back into my account. No business will issue a refund without deducting any owed amounts, exactly as I was told would be done with this account. 
  
  Sincerely,
  
  ******* ***

  

  Business Response

  Date: 01/07/2025

  Hi *******, 
  

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

  Your reference number is 4853.
  

  We sincerely apologize for the inconvenience this may have caused.

  After careful review, we would like to inform that your account was settled on December 10, 2021, for a total amount of $1,336.41. However, a refund of $1,246.51 was issued on March 28, 2022, which was $89.90 less than the settled amount. Your monthly payments were set at $69.37. On October 8, 2022, your account was charged off to the new servicer, True Accord Recover.

  Your account is now being serviced by:
  

  True Accord Recover
  Address: ***********************************************
  Telephone: **************
  Operational Hours: Monday through Friday 8:00am 6:00pm

  If you have any questions regarding this transfer, please contact True Accord Recover at ************** or online at ********************** for further assistance.

  We appreciate the opportunity to address your concerns.

  Thank you,

  The Upgrade Team

• Initial Complaint

  Date:12/14/2024

  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 have used uplift for most of my cruises with Carnival if not all. Myself and my wife have always financed for more expensive cruises until this recent change with flex pay. We went to apply as usual and were told our information could not be verified and to check and make sure the information was correct. We entered the application several other times to see if it was due to us moving recently and we were trying both of our contact information. We emailed support and provided our information and received a response that we were permanently banned from using the service for ever. Come to find out the issue is that we used our phone numbers interchangeably over the years and just were unsure who's number was for what because we are on the same phone plan and share email addresses and we were told it was fraudulent because we used the same phone numbers and for that reason we were banned. We offered to send information confirming who we are and we have the same address, last name, and have paid off several loans in the past. Whoever came up with the rule that married couples only have their individual phone numbers to even prequalify for a loan is ridiculous and can lead to selective discrimination to chose not to even make a determination based off of a credit profile instead of a couple of ladies who use each others phone numbers for pre approvals when we are sitting right next to each other and certainly not committing fraud and to imply so is offensive. If your system can't correct something as simple as a phone number when we have both clearly used your services, what is the real reason for the ban and refusal to even attempt to confirm who we are with simple verification processes used for things like even mortgages and car loans. The rude service agents don't help with their nonsense explanations of a ban for people in the same house just trying to get a pre-approval after years of paid off loans

  Customer Answer

  Date: 12/16/2024

  ******* , my babe was listed on the documents I sent also

  

  Business Response

  Date: 12/20/2024

  Hi *******, 
  

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

  Your reference number is 4816.
  

  We apologize for the inconvenience this may have caused.
  

  At Flex Pay by Upgrade, we take great pride in protecting the security and privacy of our customers' accounts. To ensure the highest level of protection, we currently do not accept joint applications.
  

  We understand this may be disappointing, and we truly appreciate your understanding. If you have any questions or need further assistance, please dont hesitate to reach out to contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************. 
  

  We appreciate your continued trust in us.
  

  Thank you,
  

  The Upgrade Team

  Customer Answer

  Date: 12/21/2024

   
  Complaint: 22686246
  
  I am rejecting this response because: We were not filing a joint application. We just used my wifes phone number instead of mine and vice versa. I emailed and called and customer service explained we are married and in the same home we just use each others phone numbers interchangeably and we were banned for a lifetime from ever applying to finance a cruise again as we have since 2019. The only difference is the new company name but we are the same customers. There isnt even a place to enter your spouses information and make it a joint application so this response doesnt address my issue nor make sense. Why were we banned from ever applying again after I explained we used my wifes phone number? My credit was never ran so what lead to this decision? We even offered to fully verify our identities by sending in documentation. I have already paid for my cruise in full at this point but why were we banned forever with no other information provided besides we put my wifes number down when doing the app. Just because we were sitting next to each other when applying didnt make it joint.
  
  Sincerely,
  
  ******* **********

  

  Business Response

  Date: 12/27/2024

  Hi *******, 
  
  Thank you for your additional correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 4816.
  
  We want to thank you for providing us with your feedback and letting us know that our service did not meet your expectations. We will use this feedback in order to improve our overall customer experience. We appreciate you taking the time to bring this to our attention.
  
  We understand that this can be frustrating when you are trying to obtain financing. Within our terms there is a section titled No Guarantee. You can find this at *************************************** . This may help answer any additional questions regarding our policies. We do apologize, but this decision is final and it is not subject for additional review.
  
  If you have any questions or need further assistance, please dont hesitate to reach out to contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************.
  
  Thank you,
  
  The Upgrade Team

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22686246
  
  I am rejecting this response because: the organization is stating No Guarantee means you just ban people with no verification, no actual application submitted, and no explanation? Seems to be more subjective which seems discriminatory in nature more than anything with lack of verification or even reasoning or provided. I submitted preapproval information and so did my wife and all of a sudden we were banned and it was not based off of credit at all since it was never ran. Seems as if there is no reason whatsoever and I will seek resolution elsewhere. There is likely more opportunity for legal recourse since no known justification has been found or addressed, or presented as requested. I need no further response or action at this time. Thank you!

  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:12/09/2024

  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 sent Uplift (now upgrade flex pay) a check in July for 1900. I owed a balance of ******. The ****** was applied to my account, however I didnt receive a refund for the remainder of the money sent. I have contacted them via their contact form atleast four times, I have called and when unable to get to a representative due to their automated menu over 12 times and *** called their parent company. Their parent company was unable to transfer me to their department for over 30 minutes because no one was answering their internal call either

  

  Business Response

  Date: 12/19/2024

  Hi ********,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 4772.
  
  A refund in the form of a check was scheduled to release on December 12, 2024. Please allow 2-3 weeks for the check to be received. If you have not received the check by January 2, 2025, please contact our Customer Advocacy Team for further assistance.
  
  Our goal is to always provide our customers with a positive experience, and hope we can provide you with a better experience moving forward.
  
  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:11/25/2024

  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 had booked a flight via *************** (confirmation code ORCBWB) and used uplift for the payment method for a total of $1347 for two tickets. I had ultimately cancelled my flights prior to making the first payment to uplift for the flight. Uplift is holding me accountable to pay for a flight I cancelled and will not be going on. I was only given $73 flight credit per person from the airline. I have a total outstanding loan for the amount of $1347 with uplift. I cancelled the flight and need the loan cancelled as well. This is an unfair situation and it will greatly negatively affect my credit. I have a genetic mutation that will be putting me at risk to developing blood clots especially while flying and am cancelling due to safety and health concerns.

  

  Business Response

  Date: 12/04/2024

  Hi Trinity, 
  

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

  Your reference number is 4709.

  We apologize for the inconvenience this may have caused.

  We would like to inform that if you receive a credit rather than a refund or are charged any fees by the merchant that lowers the amount of the refund, you will still be responsible for the outstanding balance. If the refund amount is more than your outstanding balance, we will refund that money to you. 
   
  Upgrade will notify you by email every step of the way, when we've received the refund from the merchant, and when we've adjusted your loan balance. You can also check the status of your refund at any time by logging in to your Member Portal at *******************************************************************.

  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 and understanding during this time.

  Thank you,

  The Upgrade Team

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22605358
  
  I am rejecting this response because: the flight I previously booked and cancelled is being re-sold by the airline. I only received a total of $146 in flight credits. My loan has a balance of $1347. This is not an equal amount, obviously. I am not paying for a flight I am not taking and that is eligible for purchase by somebody else. I am willing to pay $146 for the flight credits received but NOTHING else. This loan needs to be cancelled and reported as closed to the credit unions. 
  
  Sincerely,
  
  *************