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:10/18/2024

  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'm mortified of what this company has done in destroying my credit. I was in the process of making a major purchase which required credit score. Uplift recent update completely destroyed the purchase of sale. Uplift falsely reported late payments to the Credit Boroughs resulting in lowering my credit score. They also charged interest on a late payment that they received on time. The first false reporting was for August 2024. Attached is an email from uplift stating they received my payment on 08/28/24 but then proceeded to report my payment was 60 days late with the date of payment received on 8/29/24. Interest was charged for receiving payment after the due date which is the 28th of every month. The email received clearly shows I paid on 08/28/24. The second discrepancy was for September. I made two payments in September to close out the account. As shown I made those payments before the due date of 09/28/24. Uplift just reported for September 30 days late payment and a closed account. ********************** reported 4 late payments. I did not have 4 late payments. This is inaccurate and disheartening for them to report this knowing how strong this account affects credit score when reporting. I'm requesting refund of the interest charges for August "late payment." Uplift has failed to accurately report to the credit boroughs resulting in progression in my life.

  

  Business Response

  Date: 10/24/2024

  Hi *****, 
  

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

  Your reference number is 4449.
  

  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:10/12/2024

  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 booked a cruise through carnival. Uplift cancelled my cruise and charged off my account ruining my credit. They advertised it as 6 months no payments and when I logged in to make a payment the account was closed. I called carnival and they stated the cruise was cancelled. Uplift sold my loan to a 3rd party and the third party has reached out for payment for something that I never was able to enjoy. My cruise date was supposed to be 11/08/2024.

  

  Business Response

  Date: 10/22/2024

  Hi *****, 
  

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

  Your reference number is 4423.
  

  After careful review, we would like to confirm that your account with ******************** was sold and transferred to ******************************, effective August 8, 2024. Please note, the sale and transfer of your account does not alter the terms and conditions of your account or your outstanding loan obligation you agreed to through Uplift.
  
  Uplift, Inc. no longer owns your account and will not be servicing your account and collecting payments.****************************** is the new owner of your account and ****************************** has acquired all rights, title and interest to the account. ******************************, or its agent, will service your account and contact you directly regarding resolution of your account balance after August 8, 2024.
  

  For any inquiries regarding your account after this date, please refer to ******************************* contact information below:
  
  ******************************
  **************
  *******, MN 56377
  **************

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

  We appreciate the opportunity to address your concerns.
  

  Thank you,

  The Upgrade Team

  
  

• Initial Complaint

  Date:10/11/2024

  Type:Sales and Advertising 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.

  On Friday October 11 th 2024 I paid my balance that flex stated I had although my rent had already been paid manually I still submitted the balance of 405$ that they said I owed. After paying this balance nothing went towards my rent and my account got suspended

  

  Business Response

  Date: 10/17/2024

  Hi Akira, 
  

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

  Your reference number is 4415.
  

  We apologize for the confusion this may have caused.

  After careful review, the screenshots provided appear to refer to a different company called getflex. 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 (844) 319 -1523, Monday- Friday, 7am-6pm MST, or by email at [email protected].
  

  Thank you,
  

  The Upgrade Team

  Customer Answer

  Date: 10/18/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22409932, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  Akira Robinson

• Initial Complaint

  Date:10/09/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid Uplift for a Carnival cruise. I had to cancel the cruise and ******** issued a refund to Uplift on 10/01/2024. The Uplift website now says that they will contact me to issue the refund because the Zelle Payment failed. I have received no contact from them. I have sent numerous messages that go unanswered. The phone number to contact them does not allow me to talk to anyone, it is prerecorded messages only.

  

  Business Response

  Date: 10/17/2024

  Hi Angela, 
  

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

  Your reference number is 4397.
  

  We apologize for the inconvenience this may have caused.

  We would like to confirm that a refund in the amount of $1475.30 was released to your method of payment on file on October 10, 2024. The refund that was successful and will be processed through Zelle®, we will send you an email advising how to retrieve your money through Zelle®.

  If you have received the Zelle® notification email and have further questions, please read below. 
  
  Enrolling with Zelle®:

  - If you are already enrolled with Zelle®, your funds will be deposited directly into the Bank or Credit Union linked to your Zelle® profile. Please check with your Bank or Credit Union in 3 - 4 days to verify you have received your refund.
  - If you are not already enrolled with Zelle®, you will receive a SMS text message in 3 - 4 days to get enrolled and collect your funds.
  - If you do not enroll with Zelle® within 14 days from the time you received the SMS text message, we will issue your refund by check to the mailing address associated with your account. This will delay your refund an additional 2 - 3 weeks.  

  If you have any additional questions, please contact our Customer Advocacy Team at (844) 319 -1523, Monday- Friday, 7am-6pm MST, or by email at [email protected]. 
  

  We appreciate the opportunity to address your concerns.

  Thank you, 

  The Upgrade Team

  Customer Answer

  Date: 10/17/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22400529, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  Angela Bailey

• Initial Complaint

  Date:10/04/2024

  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 paid this company ****** and they were suppose to pay the rest of my rent which was ********. They took the money from my bank and did not pay the balance for my rent. My rental office which is Hawks Landing said they do not have a contract with this company and don't know how they got everyone's email to say that our apartments participate with them. They are not responding to my emails and do not have a contact number. me and my daughter is now at risk for being homeless.

  

  Business Response

  Date: 10/10/2024

  Hi LaTranae, 
  

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

  Your reference number is 4377.

  We apologize for the confusion this may have caused.
  

  After careful review, the screenshots provided appear to refer to a different company called getflex. 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 (844) 319 -1523, Monday- Friday, 7am-6pm MST, or by email at [email protected].

  We appreciate the opportunity to address your concerns.

  Thank you,

  The Upgrade Team

  
  

• Initial Complaint

  Date:10/04/2024

  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.

  This company was suppose to pay the amount of ******* and was going to split the payment in half for the month of October. They took ****** out of my account and I is not responding to any of my emails and my rent has not been paid per my leasing office . Now I'm at risk for being homeless. Me and My daughter.

  

  Business Response

  Date: 10/10/2024

  Hi Latranae, 
  

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

  Your reference number is 4373.

  We apologize for the confusion this may have caused.
  

  After careful review, the screenshots provided appear to refer to a different company called getflex. 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 (844) 319 -1523, Monday- Friday, 7am-6pm MST, or by email at [email protected].
  

  Thank you,
  

  The Upgrade Team

  
  

• Initial Complaint

  Date:10/03/2024

  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 have no knowledge of the accounts listed below but they are reporting on my Equifax credit report monthly with a $0 paid balance. The original creditor of these unknown accounts is *****************. I contacted ***************** and Uplift *** and they told me, I don't have any accounts or balances due. I have already contacted ******* and sent them my identity theft report. I'm asking the BBB to help get these accounts removed from my credit report immediately. Attached is the identity fraud report sent to *******. Thank you Account Name: ****************** (Original Creditor: ********* CAPITAL)?Account Number: ********?Reason: Fraud??Account Name: ****************** (Original Creditor: ********* CAPITAL)?Account Number: ******** ?Reason: Fraud

  

  Business Response

  Date: 10/10/2024

  Hi Jeletha, 
  

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

  Your reference number is 4367.
  
  After careful review, our records indicate that you did not take out the Uplift, now known as Flex Pay, loan in your name with Upgrade. Upgrade takes identity theft seriously and we are ready to investigate and resolve your concerns.
   
  For your protection, we have suspended the use of your identity to open new loans with Upgrade. To open an investigation please follow the steps on our secure site at https://forms.uplift.com/identityTheft.
   
  Please Note: Until your claim has been approved, the loan will continue to be to be reported and subject to interest accrual.
   
  For information about how to protect yourself against identity theft and how to respond if it happens, visit https://www.usa.gov/identity-theft.

  If you have any additional questions, please contact our Customer Advocacy Team at (844) 319 -1523, Monday- Friday, 7am-6pm MST, or by email at [email protected]. 

  We appreciate the opportunity to address your concerns.

  Thank you,

  The Upgrade Team

• Initial Complaint

  Date:09/26/2024

  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, so about a week or 2 ago I deposited ****** fund to flex and there is an issue where I cant add 28 dollars more to cover the interest fee. I want to withdraw the money I deposited to flex to my card so I can pay it full with interest. Now on the app it denies me the chance to withdraw my money. I dont know what to do because I cant withdraw it nor can I deposit 28 dollars more to pay my second part of my rent. My 2nd payment is due on the 30th of September and they dont respond to none of my emails. Its my first time using flex and having issues because Flex is denying me from withdrawing my money nor apply my funds I added with my debit card to cover the small fees. I paid my first payment of 906 dollars and Flex paid the rest. Now I was supposed pay ****** for the 2nd payment with interest fees given to me after denying my payment making it ****** cents. It doesnt allow me withdraw the fund I added to flex because theres an issue with my card. There shoudlnt be an issue as its my debit card but regardless denies me. I need help as fast as possible because Im not able to pay my rent fully on the first of the month and my only chance to pay it in half Im left with issues.

  

  Business Response

  Date: 10/03/2024

  Hi ******, 
  

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

  Your reference number is 4329.

  We apologize for the confusion this may have caused.
  

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

  If you have aby questions or concerns with rental payments, we recommend contacting Home - Flex: Rent Solutions and ******************** 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 ***************************************************************.

  We appreciate the opportunity to address your concerns.

  Thank you,
  

  The Upgrade Team

  
  

• Initial Complaint

  Date:09/24/2024

  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.

  This company is conducting fraudulent transactions. A loan amount from UpLift/Celtic appeared on my credit report. I know nothing about this company, never heard of it, I have not taken out any loans nor given permission to anyone to do so. I called UPLIFT and *********** and they both refuse to do anything or provide further information. This needs to be removed from credit report immediately and uplift needs to be held liable for conducting fraudulent activity.

• Initial Complaint

  Date:09/23/2024

  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 booked a flight to ******* through Frontier for 8/31 - 9/2 but had to cancel the flight due to me having a death in my family. I emailed Uplift 8/20 and explained to them that the flight was canceled. I booked through Uplift for seats and carry on baggages, but being that my flight was canceled I never had to use the seats or carryon on baggages. I believe I should not have to pay this installment because I never got to use what I initially paid for due to be having to cancel the entire flight. I did not receive any goods from Uplift, so I want the bill zeroed out. Uplift wants to charge me for something I never used and I feel as though that is fraudulent. Thanks for reading my complaint!

  

  Business Response

  Date: 10/01/2024

  Hi ******, 
  

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

  Your reference number is 4303.

  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.
  
  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 appreciate your patience while we resolve this matter.
  

  Thank you, 
  

  The Uplift Team
  
  

  
  

  Customer Answer

  Date: 10/06/2024

   
  Complaint: 22323338
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 10/09/2024

  I am waiting on the consumer to review my documents so I didnt want to select that I was satisfied with the consumers response because my case would have been closed. Per consumer they would look into my request so I am just waiting on a response from them. 

  

  Business Response

  Date: 10/25/2024

  Hi ******, 
  

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

  Your reference number is 4303.
  

  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 2-3 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 
  

  
  

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22323338
  
  I am rejecting this response because: this company keeps saying the same thing about contacting me and never does. I have not heard from no one regarding my complaint and its been several weeks. They are reporting me to the credit bureaus which has dropped my credit score.
  
  Sincerely,
  
  ****** *******