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:11/22/2024

  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 took a loan on 03/29/2024 using Uplift to pay United Vacations. In the amount of $2292.14 I have payments with no problem until 11/08/2024. My regular payments are $166.59 using my bank account. I also noticed that they charge ridiculously amount of interest if you use their option to delay payment. I can't even make new payments now using my bank account on their website, illegal. My issue for filing this complaint today 11/22/2024 is a payment issue. A double payment was made on 11/08/2024, Friday for $168. I called my bank and Uplift/ Flex pay. I was informed by a Uplift agent that is was there app error that has been down for a few months or glitch. They noted this in their system and told me I would be refunded. I kept calling and emailing them. I called last week several times and they told me they had to wait until the payment posted or cleared the bank first to refund. A week later the payment was cleared but no refund for the double payment. I filed a dispute with my bank **********. I received a text message alert on 11/16/2024 Saturday saying payment failure and when i logged into my account on the browser website I noticed the double charge or $168 was gone , likely due to my bank dispute. I called this morning / today on 11/22/2024 and spoke to an agent about the refund for the double charge. Instead of complying with my request the lady agent refunded my current payment for the amount which is $166.59. I told her this was incorrect and almost immediately my account turned red saying past due $166.59. The agent wasn't well trained and made several mistakes. The phone called disconnected. I called back and male agent answer my call. He saw what happened and was noted in the system . He told me he couldn't stop the actions of the last agent and couldn't get the refund for my regular payment to stop but TOLD ME SINCE MY ACCOUNT IS NOW PAST DUE YOU CAN MAKE ANOTHER PAYMENT! Seems illegal. I would like billing issues fixed and refund and bankblocked

  

  Business Response

  Date: 12/02/2024

  Hi *****, 
  

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

  Your reference number is 4708.
  

  We apologize for the confusion this may have caused.

  After careful review, our records show that an autopay transaction of $166.59 was attempted on November 8, 2024. On the same date, a second payment of $168.00 was scheduled through the Borrower Portal; however, this payment was not authorized and, therefore, was not processed. As a result of the $168.00 payment not being completed, the requested refund of $166.59 on November 23, 2024, could not be processed, as the amount remained due for November.

  We would like to confirm that your account is currently reflected ad current.

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

  We appreciatethe opportunity to address your concerns.

  Thank you,

  The Upgrade Team

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22591949
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 12/03/2024

  Im rejecting this response based on recorded calls to upgrade / uplift billing **** or agents kept changing their stories with misinformation trying to get me to incriminate myself instead of taking responsibility for the company errors made to my account. 
  
  

  

  Business Response

  Date: 12/09/2024

  Hi *****, 
  

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

  Your reference number is 4708.

  We sincerely apologize for the inconvenience this may have caused.

  Our records indicate that an autopay transaction of $166.59 was attempted on November 8, 2024. On the same day, a second payment of $168.00 was scheduled through the Borrower Portal. However, this payment was not authorized and, therefore, was not processed.
  

  As a result, the requested refund of $166.59 on November 23, 2024, could not be issued since the amount remained outstanding for November.
  

  We are pleased to confirm that your account is currently reflected as up to date.

  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 ooportunity to address your concerns.

  Thank you,

  The Upgrade Team

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22591949
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/22/2024

  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.

  In September I completed a hotel reservation with a ************* for a week long stay from 10/13 - 10/18/24 and used Uplift for a loan to help pay for the stay since it was a last minute work trip and I did not have enough funds for the full amount. On October 13th upon arriving at the hotel after driving 6 hours, the hotel refused to check me in due to a policy about charging virtual cards. I had to make 4 separate phone calls to Uplift and ******* customer service to get the issues addressed. Uplift was supposed to email the hotel an authorization form to charge the card. After a two hour wait, the authorization still had not arrived and I decided, I could not wait any longer, and chose to cancel the reservation and stay at a different hotel chain. On October 15th, I advised Uplift that the reservation was cancelled and I would not be using their loan. I received a response that I should see any adjustments due to the cancellation no later than October 28th. Fast forward almost a month later, I started receiving emails stating that my payments for the loan were coming due, and I got a notice on my credit for a new account from ********************** was added. I have sent several emails to customer support to get this addressed, with only 1 response asking me to give them 3-5 business days to review my request. That time has now past. Additionally, now I am receiving emails and text messages stating I have a past due payment. This is starting to affect my credit and I am at my last steps to get this corrected, before I may have to attempt to pursue legal action, all over $650.00 that should have never been charged.

  

  Business Response

  Date: 12/02/2024

  Hi *******, 
  

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

  Your reference number is 4707.

  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:11/21/2024

  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 made a hotel reservation and when paying they offered a flex pay option to pay in 4 segments, I picked this option but I ended up canceling and never used the reservation Well Uplift is still trying to charge me for this reservation even after I sent them proof of the cancellation number like 4 times and now theyre threatening to take me to collections Please help, Ive already called ********* and Wyndham and theyre no help they say I have to figure it out with Uplift bc they see my cancellation in their system and theres nothing they can do about Uplifts emails

  

  Business Response

  Date: 12/02/2024

  Hi **********, 
  

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

  Your reference number is 4691.          

  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 from our Flex Pay by Upgrade team 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:11/18/2024

  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.

  Ive been an uplift customer for about two years. This past August I had a medical emergency thus causing me to fall behind on payments. I reached out to uplift to notify them of the hardship and received two different answers on two separate occasions. I could not enroll my account into the hardship program. I was one payment behind when uplift closed my account. While I understand that I was late I tried to notify them about my circumstances.

  

  Business Response

  Date: 11/27/2024

  Hi *******, 
  

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

  Your reference number is 4661.
  

  We sincerely apologize for any frustration or inconvenience this situation may have caused.
  

  After a thorough review of your account, we regret to inform you that you do not qualify for our hardship program at this time. Additionally, the information being reported to the credit bureaus is accurate.
  

  As of November 27, 2024, your monthly payment on account ************ is ******************* the amount of $199.00. Keep in mind, that late payments may result in a late fee.

  Please sign into your account and schedule a payment as soon as possible. You may also contact our Customer Support team to assist with scheduling a payment.

  To schedule a payment, please contact our Flex Pay Customer Support team directly at **************.
  

  We look forward to speaking with you and resolving this matter.
  

  Thank you,
  

  The Upgrade Team

  
  

• Initial Complaint

  Date:11/15/2024

  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 very displeased with this company Flexpay (formerly Uplift). I received an email stating my final payment of $122, with uplift was due on 10/04/24. On 10/16/24 I made the final payment. I spoke with a representative, as I was on vacation at that time, and she stated my payment was late, which would be reported to the credit Bureaus. I informed her I received an email stating payment was due 10/04 and I never received anything stating I was over 30 days late. In addition, I was on a hard ship program which I was advised that changed my due date and pushed it back further. On 11/15/24, I checked my credit report and Flexpay marked it as a closed account eff 10/01 which my credit score went down 30 points. It should be noted my account was not closed, was still active at that time.

  Customer Answer

  Date: 11/21/2024

  I would like to clarify that Flexpay (Formerly Uplift) reported to the credit Bureaus, that my account was ***** days past due. When I previously submitted the complaint, I only noticed they reported my account as closed effective 10/01/24. Also, I would like to add that ******* stated my September payment was late. However, it is marked current on my credit report in September.

  

  Business Response

  Date: 11/26/2024

  Hi *******, 
  

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

  Your reference number is 4660.

  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

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22560173
  
  I am rejecting this response because: I spoke with Representatives from ******* weeks ago and still no resolve. There should have already been a resolution by now and not them still looking into the matter. This negative credit reporting, stopped me from getting a loan, that I need to repair my home. I have been a loyal customer to Flexpay ************************ for years. In addition, I have informed my family and a travel agent about this company. I feel as though, I deserve better treatment. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 12/03/2024

  Hi *******, 
  

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

  Your reference number is 4660.
  

  We sincerely apologize for the inconvenience this may have caused.

  After careful review, our records indicate that a final payment was initially due by August 4, 2024, with the latest acceptable payment date being September 4, 2024. However, the final payments were received on September 17, 2024, and October 16, 2024.

  While the two Hardship payments were successfully completed, this does not prevent Flex Pay from reporting the account as delinquent once it has reached 31 days past due. Unfortunately, we are unable to make exceptions regarding credit reporting, as the information was reported accurately and in compliance with standard practices.

  We appreciate the opportunity to 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: 12/04/2024

   
  Complaint: 22560173
  
  I am rejecting this response because:
  I submitted evidence that I received an email stating my payment was due 10/04/24. In addition, I spoke with a representative 07/2024 and she stated my due dates would be pushed back, due to the hardship; which the conversations are recorded. 
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:11/12/2024

  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 am not liable for the debt with Uplift **** I do not have a contract with Uplift **** There was no original contract with my signed agreement. My credit report states there is $0 balance as well as this collection is closed. It is being reported negatively on my report.

  

  Business Response

  Date: 11/21/2024

  Hi Chidumebi, 
  

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

  Your reference number is 4619.
  

  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 Customer Advocacy Team member will reach out to you directly to discuss the findings and next steps within the next 1-2 business days.
  

  We appreciate your patience while we review this matter. If you have any additional questions, please contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************. 
  

  We look forward to speaking with you and resolving this matter!
  

  Thank you, 
  

  The Upgrade Team 
  
  

  
  

• Initial Complaint

  Date:10/28/2024

  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 cancelled reservations w/ the hotel 9/2/24 for travel dates 10/2024. The hotel had a 72 hr cancellation rule. I had 2 reservations w/ *************** ***************** that relates to the Upgrade loan ************ & ************. The hotel said I was getting refunded and needed to wait "***** business days".Then they said they could not refund the credit card because it would not accept pesos & wanted my private banking info.I called to resolve this on 10/15/24 & 10/18/24 w/ UPGRADE. I cancelled according to my consumer obligations.Upgrade should not offer their service to merchants who cant fulfill their financial obligations & abide by their own rules and regulations. ***** from Upgrade said they cant monitor every merchant & could not have known that the Merchant cant refund in US dollars but could only refund in Pesos.I called my bank and the were willing to help me do a wire transfer with the hotel on 10/25/24 because I felt pressure to do business outside of Upgrade and directly with the hotel to get refunded. I called ********* on 10/25 to give him my bank info, he said they "already sent it to the states and that it went to one bank, who would then pay the Upgrade loan". This should have been the same bank the original payment method was associated w/ "***********". But it did not. There were 2 wire transfers to 2 separate banks not associated with Upgrade. I have NOT got my money back. UPGRADE confirms there is NO refund by the merchant. As the original method of purchase was with a credit card in my name, I am declaring fraud on the part of the Merchant that Upgrade has affiliated themselves with. I have consumer protections w/ the use of a credit card a **** #**** and **** #**** that was used to make the purchase of the reservations and am seeking a full refund based upon services not received/rendered. I have in good faith tried to resolve the issue with the merchant. I have consumer protection rights and have fulfilled my obligation as a consumer.

  

  Business Response

  Date: 11/06/2024

  Hi Ariana, 
  

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

  Your reference number is 4518.
  

  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:10/25/2024

  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.

  On September 17th, 2024 I reserved a hotel room (confirmation #*****EE026071) at the ******* by ******* ******** ******* ***************************************************************** **************. The total amount of the reservation was $173.28 for 2 nights (9/17 and 9/18) paid for in full as a result of financing through Uplift Loan **************. I called Baymont on 9/17/24 to make sure they had the Uplift Financing Information in hand prior to my arrival. They stated they did not know how to use Uplift and I would need to pay in cash. I told them no since it was already paid for in full, so they cancelled the reservation. On Sept 19th, 2024 Wyndham charged the Uplift credit card even though they cancelled the reservation. I called Wyndham and they said they would refund the amount they received from Uplift, which they told me was $86.64. I called Uplift and they told me I was liable for the balance even though the reservation was cancelled and the amount Baymont received was returned back to them. ******* said they refunded back the whole amount, while Uplift states that they did not. Uplift said a manager would call me back within ***** hours to correct the matter, but they never did call me back. Baymont spoke to Uplift but they told them the same, but never did. Uplift is scamming me for a loan that was never issued and ************* has written me and them an email stating that! However, Uplift still has not closed out the loan even though ******* refunded them in full.

  

  Business Response

  Date: 11/01/2024

  Hi ******, 
  

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

  Your reference number is 4517.
  

  We apologize for the inconvenience this may have caused.

  After careful review, our records indicate that a refund was disbursed on October 28, 2024. However, a balance is still due on the account for the per-diem interest that was accrued. The payoff balance is $3.43. 

  You can submit a one-time payment by contacting our Customer Support Team directly at **************.

  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:10/24/2024

  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.

  Hello,Uplift/*********** is reporting to my credit bureau and has completely destroyed my credit while I am trying to refinance my home. This is going to ruin all my chances of doing so. This "loan" with them, I have NO knowledge of. Additionally, ****** users have reported that their loans are not being reported but somehow mine now is? EVERY LOAN should be reported. I have no knowledge of this loan but I am willing to completely pay it off in full in exchange of removing the account from my credit report entirely.

  

  Business Response

  Date: 11/01/2024

  Hi *****, 
  

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

  Your reference number is 4516.

  We apologize for the inconvenience this may have caused.

  After careful review, we've determined that your account is being accurately reported to the credit bureaus. To remain impartial to our customers, we cannot make any exceptions to our credit bureau reporting policy.

  Our records indicate that you received a flight credit. 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 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: 11/04/2024

   
  Complaint: 22469430
  
  I am rejecting this response because: I would like my credit report updated.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 11/12/2024

  Hi *****,
  
  Thank you for your additional correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number 4516.
  
  We sincerely apologize for any frustration or inconvenience this situation may have caused you. Please know that we take your concerns seriously, and after a careful review of your account, we've determined that the information being reported to the credit bureaus is accurate.
  
  Our records show that you received a flight credit. Please keep in mind that if a credit is issued instead of a refund, you will still be responsible for the remaining balance.
  
  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: 11/15/2024

   
  Complaint: 22469430
  
  I am rejecting this response because: my credit report is not being updated. I will NOT make any payment unless this account is removed from my credit report. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/22/2024

  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 been unable to log in to the website. I do not get the text codes. It is not an issue with my phone or cell provider. Apparently, me telling Uplift not to email me everyday meant they put a cease and desist on my account and will stop the login code texts I need to receive. I've been trying for months. Finally, a representative told me I need to send in a letter to reverse the cease and desist. I sent in the letter via email on 10/8/24 as requested. It is still not processed. Every time I call or email, I get a different story, agents who don't know what I'm talking about, or finally someone that does then I'm told 2 business days. It's been more than that. Please process this so I can log into my account and pay!! I don't understand why you would cut off a customers from being able to receive the text codes needed to log in. You have no option to log in with a password or do email verification. This is nuts. I need to be able to log in.

  

  Business Response

  Date: 10/31/2024

  Hi *****, 
  

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

  Your reference number is 4473.
  

  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 
  

  Customer Answer

  Date: 11/03/2024

   
  Complaint: 22460908
  
  I am rejecting this response because:it is Sunday November 3rd, and no one has reached out me. Ive actually reached out to uplift by phone and email again and got told they dont know how to help me. I remain unable to log in online. Im unable to pay on my account. The app no longer has my ****** order to make a payment. Therefore, no one has reached out to successfully help me. Im still unable to log in and pay. Terrrible!
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 11/12/2024

  Hi *****,
  
  Thank you for your additional correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number 4473.
  
  We sincerely apologize for the experience you've had and thank you for letting us know that our service did not meet your expectations.
  
  On November 4, 2024, a member of our Customer Advocacy Team spoke with you in regards to this matter and will continue to be your point of contact while the issue is resolved.  We appreciate your patience as we work towards a resolution.
  
  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday through Friday, 7am-6pm MST, or email ***************************************************************.
  
  Thank you,
  
  The Upgrade Team