Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a flight on June 3, 2025 from *************** using Uplift. I canceled that purchase a few hours later because I had made an error in the number of passengers flying. That day, *************** issued a refund to Uplift on the **** card used in purchasing the flight ending in 8691. I was surprised to look a few weeks later and see that the account was still active. I contacted Uplift numerous times and even provided the supporting documents and proof from the merchant of the refund. Im not sure if their emails are answered by an ********** or not but it has consistently been the same response claiming that they did not receive the refund. I have seen similar complaints as mine about Uplift on the BBB website so I am not the only one. It has been over a month now and there has still been no resolution as to this matter. I would just like for this issue to be escalated and someone do their due diligence and track down the refund that was sent a month ago. I am uploading copies of my numerous emails to Uplift as well as the supporting documentation and confirmation of the refund sent to Uplift by ***************. This experience with Uplift has been very frustrating and I would like for the issue to be resolved as soon as possible. Thank you.

  

  Business Response

  Date: 07/14/2025

  Hi *****,
  

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

  Your reference number is 6430.
  

  We apologize for the inconvenience this may have caused.
  

  We have reviewed your account and we can confirm Loan ID: ************ has been adjusted and is now closed. You can review this update in 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 business and hope to help with your travel plans again in the future!
  

  Thank you,
  

  The Upgrade Team

  Customer Answer

  Date: 07/14/2025

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

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting this formal complaint against ******************************* due to the negligent handling of a loan account, failure to provide adequate follow-up, and the inaccurate reporting of a late payment which has now negatively impacted both my credit and my ability to use their services in the future. On March 1, 2025, I took out a loan for $1,112.80 through ******************************* to finance a trip. I canceled the trip the very next day and was told by the merchant that a full refund would be processed. I understood there might be a delay in the credit being reported back to *******************************. On April 16, 2025, the merchant confirmed that they notified ******************************* of the refund and that the loan adjustment was made. However, prior to this on April 1, 2025, an overdue payment of $393.40 appeared on my ******************************* account. I contacted ******************************* on May 1, 2025, and was told the overdue balance was an internal error. I was informed that I only needed to pay $46 in interest due to the delay in the merchant's refund reporting, which I promptly paid that same day. Since then, I have made six calls to their customer service department. Each time I was told that the issue had been escalated and would be resolved. Despite these repeated assurances, a past due balance was reported to the credit bureaus on June 1, 2025, which has not been removed to date. As of my most recent call on July 2, 2025, I was told once again to call back in five days for an updateyet no resolution or follow-up has been provided. This ongoing lack of accountability and urgency is unacceptable. What is most concerning is that this incorrect late payment is now blocking me from using ******************************** services in the futurea consequence entirely out of my control and stemming from their own internal processing failure. I respectfully request the assurance that my eligibility to use ******************************* services in the future will not be affected due to this error.

  

  Business Response

  Date: 07/10/2025

  Hi Zahiyah, 
  

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

  Your reference number 6429.
  
  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 and understanding while we resolve this matter.

  Thank you, 
  
  The Upgrade Team

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23555117
  
  I am rejecting this response because: It has exceeded 5 days and I have not heard from the company regarding resolution. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 07/22/2025

  Hi Zahiyah,
  

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

  Your reference number is 6429.

  We sincerely apologize for the inconvenience this may have caused.
  

  We truly appreciate your patience during this time. Once our review is complete or if any updates become available, we will follow up with you directly.
  
  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 while we resolve this matter.
  

  Thank you, 
  

  The Upgrade Team

• Initial Complaint

  Date:06/29/2025

  Type:Billing 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 used what was Uplift back in March 2025 to pay for my cruise in May 2025. I have been paying more than my monthly payment since then. I have about 3 payments left but I cannot check that anymore!Now that it is Upgrade I have been locked out of my account for my security? I have spoken over the phone with a representative who did not fix my issue. I have emailed two of their support team contact ********** have yet to have a resolution. My payment is due very soon & although their transfer has locked my account, I am sure they will send it to collections if I do not pay. I truly just want to pay my bill so I can be done with this company.The only email I received asked for information including the last four of my social. Absolutely not over email! I will continue to escalate this situation until I can pay this off.

  

  Business Response

  Date: 07/08/2025

  Hi Omani,
  

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

  Your reference number 6373.
  

  Thank you for taking the time to share your feedback with us. We sincerely apologize that our service did not meet your expectations. Your input is important, and it plays a vital role in helping us enhance the overall customer experience.
  

  After reviewing the information you provided, records reflect the issue has been resolved and you were able to access the account successfully and schedule a payment.
  

  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 understanding and the opportunity to address your concerns.
  

  Thank you, 
  

  The Upgrade Team

  Customer Answer

  Date: 07/11/2025

  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,
  
  Omani *********

• Initial Complaint

  Date:06/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sign up for reservations thru website and able to setup payment plan thru flex plan/ uplift and was approved. Went to hotel and paid by card any credit card. Then was told it would be credited at the end of business day and refund my credit card and released to payment plan I have been calling *******, ****** ******* and uplift by phone and email for 6 days.

  

  Business Response

  Date: 07/07/2025

  Hi *******,
  

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

  Your reference number 6370.
  

  Thank you for taking the time to share your feedback with us. Your input is important, and it plays a vital role in helping us enhance the overall customer experience.
  

  After reviewing the information you provided, wed like to clarify the merchant advised refund was applied to your card June 28, 2025. We hope this information effectively addresses your concerns.
  

  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 understanding and the opportunity to address your concerns.
  

  Thank you, 
  

  The Upgrade Team

• Initial Complaint

  Date:06/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After recently reviewing my credit report from your company, I noticed several inaccuracies that need to be addressed. The accounts in question are listed below:Company Name: UPLIFTINC Account #:7260**** Balance: $0.00 Under the Fair Credit Reporting Act (15 U.S.C. 1681g), I am formally requesting copies of all documents in your records that were used to verify the accuracy of these accounts. Please provide these documents in your response to this letter.I respectfully ask that you do not reply with a generic statement claiming the accounts have been verified. Instead, I expect to receive the actual records supporting this verification. If no such documentation exists, these disputed accounts should be removed from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA.Including unverified or inaccurate information on my credit reportand continuing to share it with third partiesunfairly damages both my credit standing and my reputation. I ask that you take this matter seriously and resolve it as soon as possible.

  

  Business Response

  Date: 07/08/2025

  Hi Larousse, 
  

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

  Your reference number is 6324.
  

  We would like to confirm that the loan ending in 6555 has been transferred to ******************************. A notification regarding this change was sent to the email address associated with your account.
  

  Please note that Upgrade, Inc. will no longer be servicing your loan or accepting payments. Moving forward, ******************************, or its authorized agent, will manage your account and reach out to you directly regarding the resolution of your remaining balance.
  

  For any inquiries regarding your account after this date, please refer to *******************************:
  

  ***********************************;
  16 ******** Rd 
  *******************
  Phone Number: **************
  Website: *******************
  

  Thank you,
  

  The Upgrade Team

• Initial Complaint

  Date:06/24/2025

  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 not liable for this debt with Uplift / CB. I do not have a contract with Flex Pay (formerly Uplift). They did not provide me with the original contract as requested.

  

  Business Response

  Date: 06/27/2025

  Hi Careese,
  

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

  Your reference number 6325.
  

  Thank you for taking the time to share your feedback with us. We sincerely apologize that our service did not meet your expectations. Your input is important, and it plays a vital role in helping us enhance the overall customer experience.
  

  After reviewing the information you provided, wed like to clarify a few details regarding the transition to Flex Pay by Upgrade. When Uplift transitioned to Flex Pay, your account was migrated to the Upgrade platform. Please note that there are currently no active or open accounts under Flex Pay, as your previous balance was paid in full prior to the migration. We hope this information effectively addresses your concerns.
  
  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 understanding and the opportunity to address your concerns.
  
  Thank you, 

  The Upgrade Team

• Initial Complaint

  Date:06/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After recently reviewing my credit report from your company, I noticed several inaccuracies that need to be addressed. The accounts in question are listed below:Company Name: UPLIFTINC Account #:6323**** Balance:$0.00 Under the Fair Credit Reporting Act (15 U.S.C. 1681g), I am formally requesting copies of all documents in your records that were used to verify the accuracy of these accounts. Please provide these documents in your response to this letter.I respectfully ask that you do not reply with a generic statement claiming the accounts have been verified. Instead, I expect to receive the actual records supporting this verification. If no such documentation exists, these disputed accounts should be removed from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA.Including unverified or inaccurate information on my credit reportand continuing to share it with third partiesunfairly damages both my credit standing and my reputation. I ask that you take this matter seriously and resolve it as soon as possible.

  

  Business Response

  Date: 06/24/2025

  Hi *******,

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

  Your reference number is 6276.
  

  We apologize for the confusion this may have caused.

  Upgrade and Upstart are not the same company; we are two separate and distinct financial technology companies. While we both offer personal loan products and operate in the online lending space, we are not directly affiliated. Each company has its own unique application processes, underwriting models, eligibility criteria, and product features. 

  We hope this clarifies the distinction between our companies.

  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:06/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November of 2024, Account number: ************ was established with my information, without my acknowledgement. This company should have known better and allowed this to happen to me anyways. After confirming with the applicant, my Social Security Number wasn't even listed, but showed up on my credit report as a delinquent. I'm asking that this be taken off of my credit report.

  

  Business Response

  Date: 06/23/2025

  Hi *****,
  

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

  Your reference number is 6260.
  

  We understand how concerning this can be and we are committed to helping you resolve the situation. 
  

  To report any suspected fraudulent activity, please contact our Claims team immediately at ********************************* or by phone at **************.

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

  Thank you, 
  

  The Upgrade Team

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23480724
  
  I am rejecting this response because: The business cant provide proof that I ever signed or even agreed to a bipartisan contract. *** never provided any information stating that i would agree to the questioned purchase, yet the Uplift company will persecute your credit. Seems as tho anyone can login and create a false account. I will not accept this offer, and will continue to advise all social media platforms of this until they correct all of their errors. 

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

  

  Business Response

  Date: 06/30/2025

  Hi *****,
  

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

  Your reference number is 6260.
  

  We would like to inform that Upgrade allows users to electronically sign the loan documents online. You should be able to download your loan documents directly from your Upgrade Member Portal and follow these simple steps:
  

  1. Go to your Member Portal
  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 and you're on your way.
  

  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: 06/30/2025

   
  Complaint: 23480724
  
  I am rejecting this response because: I never signed or documented anything, this is truly a business that allows fraud throughout. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:06/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I honestly dont get why Flex Pay (formerly Uplift)is reporting this debt under my name because I dont owe them anything. I never signed anything with them, and when I asked for a copy of the original application, they didnt even bother to provide it. Its frustrating because this is hurting my credit for no reason, and its just not fair. How can they just put something on my report without any proof?Account No: 6183 Amount Disputed: $0

  

  Business Response

  Date: 06/23/2025

  Hi Danier, 
  

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

  Your reference number is 6259.

  We apologize for the inconvenience this may have caused.

  Loan ending in 1557 was transferred to True Accord Recover. Communication went out to the email address on file.
  

  Upgrade, Inc. will not be servicing your account and collecting your payments. Upgrade, Inc. will stop accepting payments received from you. True Accord Recover, or its agent, will service your account and contact you directly regarding resolution of your account balance.
  

  For any inquiries regarding your account after this date, please refer to True Accord Recover: 

  True Accord
  Phone Number: **************
  Website: TrueAccord for Consumers

  Thank you,
  

  The Upgrade Team

• Initial Complaint

  Date:06/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have never conducted business with ******* - my name is even spelled wrong on the emails I receive. I reached out to receive further information to ensure I am not being charged for unauthorized fraudulent charges (it does not provide information of where the charges are being made) for a monthly payment of $35.36 with ******************. I have reached out to the company twice and not heard back.

  

  Business Response

  Date: 06/23/2025

  Hi *******,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 6258.
  

  We apologize for the inconvenience this may have caused.
  

  Flex Pay, formerly known as Uplift, gives you the freedom to purchase what you want now, and spread the cost of your purchase over low, monthly payments in the form of a short-term, fixed interest loan.  
  

  Please find the travel details outlined below:
  

  - Loan ID: ************
  - Merchant: ******************
  - Total Order Amount: $191.60
  - Outstanding Balance: $100.03
  - Number of Monthly Payments Left: 3
  
  You may view your payment activity and account details at any time by logging into your portal and following the steps below:
  
  1. Go to the Members Portal - Uplift.
  2. Sign in using the mobile phone number you provided when you applied.
  3. You'll receive a verification code to ensure your information is secure.
  4. Enter the verification code.
  5. Navigate to Loan Details > Payment Activity to view the full payment history.
  
  If you have any further questions or concerns, please dont hesitate to contact our Customer Advocacy Team. We're here to assist you in any way we can. You can reach us by phone at **************, Monday through Friday, 7 AM to 6 PM MST, or by email at ***************************************************************.
  
  We appreciate the opportunity to address your concerns.
  
  Thank you,
  
  The Upgrade Team

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23472629
  
  I am rejecting this response because:
  I did not purchase any airline tickets in February as this business claims. I do not have a card ending in the numbers this business claims the loan to be under. My name is repeatedly misspelled and ultimately I know this is not a purchase that I made. This may be due to incorrect contact information or sone kind of scam, either way I would like my email information removed and to not be contacted by this business.

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

  

  Business Response

  Date: 06/30/2025

  Hi *******,
  

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

  Your reference number is 6258.
  

  We understand how concerning this can be and we are committed to helping you resolve the situation.
  

  To report any suspected fraudulent activity, please contact our Claims team immediately at ********************************* or by phone at **************.
  

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

  Thank you,
  

  The Upgrade Team