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:06/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an item and the quality was terrible. I wanted to return the the item, but the website says you need a return authorization number to be able to do that. I contacted the company immediately on the day I received the product. I keep getting a email that says they will get back to me and its been over a month of email request and no one has gotten back to me.

  

  Business Response

  Date: 06/19/2025

  Hi ******,
  

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

  Your reference number is 6249.

  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 1-3 business days.

  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:06/11/2025

  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 UPLIFTINC 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: 7115 Amount Disputed: $210

  

  Business Response

  Date: 06/17/2025

  Hi Kieairra, 
  

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

  Your reference number is 6219.
  

  We apologize for the inconvenience this may have caused.

  After careful review, we would like to confirm that loan number ******** was transferred to ******************************. 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. ******************************, or its agent, will service your account and contact you directly regarding resolution of your account balance.

  ***********************************;
  ***************************;
  *******************
  Phone Number: **************
  Website: *******************

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

  We appreciate the opportunity to address your concerns.

  Thank you,

  The Upgrade Team

  
  

• Initial Complaint

  Date:06/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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: ******** Amount Disputed: $147

  

  Business Response

  Date: 06/19/2025

  Hi ********,
  

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

  Your reference number is 6191.
  

  We apologize for any inconvenience this situation may have caused.

  We understand that financial matters can be complex, and we welcome the opportunity to provide clarification regarding your account.

  ********************** is a financial technology company, and ******************** of Upgradefacilitates loans for travelers to finance their travel bookings.
  

  According to our records, on August 6, 2022, you were approved for a loan, and Flex Pay by Upgrade paid the merchant for your booking on that same date. You were approved for a loan amount of $1,113.44, with eleven monthly installment payments scheduled to begin on September 6, 2022, and continue through July 6, 2023. The promissory note and loan agreement were signed electronically and remain accessible to you through your Member Portal at Members Portal - Uplift.

  On October 7, 2023, we were notified of your bankruptcy filing. We have reviewed your account with ******************** and would like to confirm that it has been accurately reported to the credit bureaus.

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

  Best regards,

  The Upgrade Team

• Initial Complaint

  Date:06/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used FLEX to split my rent. I gave $1330.00 for my first part of ******* apt complex received it . Then on June 1 rescinded the money and I asked for a refund . They said it will be refunded into 1-3 days. They only communicate via email. The money has just vanished . I dont know what they did with it once taking it back from CROWNE 170. I received an email stating my account was closed per my request and my money will be refunded to my original payment mode.

  

  Business Response

  Date: 06/17/2025

  Hi ****,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 6192.
  
  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 ***************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************.
  
  Thank you,
  
  The Upgrade Team

• Initial Complaint

  Date:06/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm filing a complaint in hopes to get some help. I've been using Flex payments for well over a year and now have an issue. In the middle of May 2025 I was cyber attacked twice in a two week span. After getting a new bank account number, a new phone number, and email, I emailed Flex (the only contact method) and explained that I need help with logging into the website to change information and set up new payment info. I emailed and asked for a call and Flex said email was quicker and more efficient and that everything could be done by email. Today is day 7 and I don't think we're any closer to getting this resolved. Dilan from Flex has somewhat responded to me , more than anyone else; I've emailed Flex several times regarding the next steps to log in and explained the urgency that rent is always due on the 3rd. **** has so far verified my address by taking a photo of my driver's license and taking a camera picture of me they also have entered in my new phone number and email address and waiting for the next steps and enter in my new bank information so I can log in. On June 4th I received a notice of eviction and a late fee of 75..00 Flex emailed me back saying the information would next go to their priority resolution team. Dilan wrote they take over and said that department would be in contact soon. It's been 2 days now and I haven't heard anything .I updated Flex on June 5th telling them. I went and paid rent in full including late payment and had to go with another company since **** refused to help me Why have a priority resolution team when you don't respond. I've sent Flex approximately 35 emails and they haven't resolved anything. Their customer service is non existent. I can't excuse them anymore. I've done everything I know to do even paying rent in full. Flex caused the late by not being efficient. They are going to continue to have complaints if they continue on this path. My next step after you is legal advice. I would appreciate any help

  

  Business Response

  Date: 06/16/2025

  Hi *****,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 6167.
  
  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 ***************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************.
  
  Thank you,
  
  The Upgrade Team

• Initial Complaint

  Date:06/06/2025

  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.

  I keep getting emails about an account that I have with them. I never made an account with ********************** or flex pay. They do not reply to emails and do not answer calls. I need to know why theres an account in my name if it exists.

  

  Business Response

  Date: 06/10/2025

  Hi *******,
  

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

  Your reference number 6166.
  

  We want to thank you for providing us with your feedback and letting us know that our service did not meet your expectations. Your input is valuable and will help us improve our overall customer experience.
  

  After reviewing the information you provided, we would like to clarify a few details regarding Flex Pay by Upgrade:
  

  When Uplift transitioned to Flex Pay, your account was moved to the Upgrade platform. The email you received included instructions for setting up your dashboard on Upgrade.
  

  Please note that Flex Pay currently does not have any active or open accounts, as your previous balance was paid off prior to the migration.
  

  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:06/02/2025

  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.

  On 4/24/2025 I requested a payoff letter for my uplift account, that had been taken over by Upgrade. I was provided the attached letter and mailed payment same day. The account is still showing open open with a balance, and on 5/13/2025 the regular payment of ****** was taken from my account. I confirmed with my bank the check cleared for payoff on 5/8/2025. Since then I have called over 10 times and sent emails over 7 times, and every time I am promised it will be posted, but when I call back there is no record of payment. At this point no one is returning my call or emails. I am requesting the account be closed and the overpayment taken from my account be refunded to my home address via check. Also, my credit be updated to reflect the account has paid in full. Also, that they does not reflect negatively on my credit report as I have remove the auto draft so additional payments cannot be taken.

  

  Business Response

  Date: 06/06/2025

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

  Your reference number is 6105.
  

  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:06/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon reviewing my credit report, I noticed two late payments reported for January 2025 and April 2025 that I believe is inaccurate. I have maintained on-time payments and do not have accurate documentation that the payment was legitimately 30 days late. I am requesting a full investigation and verification of this payment. If the creditor is unable to provide sufficient evidence, I am asking that the record be updated to reflect accurate reporting.

  

  Business Response

  Date: 06/04/2025

  Hi Alysa, 
  

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

  Your reference number is 6096.

  We apologize for the inconvenience this may have caused.

  After a careful review of your payment history, we would like to clarify that a payment was not received on February 25, 2025, and had it been made on or before February 9, 2025, it would have prevented the account from being reported to the credit bureau.

  Unfortunately, because the payment was missed and there was a pattern of previous late and missed payments, the credit reporting reflects the account's status accurately. We do see that you eventually made a double payment to cover the missed months, which we appreciate. While that helped bring the account current, it occurred after the reporting period had ended. If you have any questions or would like to discuss your options, please dont hesitate to reach out. 

  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: 06/04/2025

   
  Complaint: 23403525
  
  I am rejecting this response because the outsbading balance was $1.74, from a balance that inadvertently carried over after the last payment amount was pre-ducted. Additionally, the late payment is being reported differently among the three credit bureaus. Specifically, Experian is showing two late payments in January 2025 and May 2025, ******* is solely reporting a late payment in January 2025 and ********** is reporting a late payment from (Celtic) bank from January 2025,

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

  

  Business Response

  Date: 06/10/2025

  Hi Alysa, 
  

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

  Your reference number is 6096.

  We sincerely apologize for the inconvenience this may have caused.

  We want to clarify that your January payment was not received until February 25, 2025. We understand that circumstances can sometimes cause delays, but if the payment had been made on or before February 9, 2025, it would have prevented the account from being reported to the credit bureau.
  

  Per your loan agreement, the final scheduled payment of $71.46 was due on January 9, 2025. Unfortunately, due to the delayed payment and a pattern of previous late or missed payments, the credit reporting accurately reflects the current status of the account.

  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.
  

  Best regards,
  

  The Upgrade Team
  

• Initial Complaint

  Date:05/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  continually requesting refund for loan that was paid on a flight that was cancelled with in the allowed time from the flight company

  

  Business Response

  Date: 05/29/2025

  Hi *******, 
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 6031.

  We sincerely apologize for any frustration this has caused. We understand how important it is for this process to go smoothly and appreciate your patience as we look into your concerns.
  

  After reviewing your account, here is the current status:
  

  - Loan Number: 250207402250
  - Merchant: ******************
  - Order Amount Paid to Merchant: $600.92
  - Refund Received from Merchant (to date): $0.00
  

  At this time, no refund has been issued to us by the merchant. If you have questions about the refund status or expected timeline, we recommend reaching out to ****************** directly for the most accurate information regarding your specific situation. In the meantime, you can always check the status of your loan by logging into your Member Portal.

  Should a refund be processed and sent back to Upgrade, well keep you informed at every step: Youll receive an email confirming that weve received the funds from the merchant. 

  A follow-up email will let you know once the refund has been applied to your loan, and if applicable, when a refund will be issued back to you.

  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: 05/30/2025

   
  Complaint: 23372672
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 05/30/2025

  it has been over 60 days.there is absolutely no reason i shouldn't have received  a refund by now

  

  Business Response

  Date: 06/02/2025

  Hi *******, 
  

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

  Your reference number is 6031.

  We understand that financial matters can sometimes be complex, and we want to provide clarity regarding your account.
  

  After a thorough review of your account, our records show that on January 8, 2025, you were approved for Flex Pay by Upgrade, and a Virtual Credit Card ending in 9264 was used to complete a booking with *******************
  

  We understand that you have since canceled your booking, and we sincerely regret any frustration or confusion this situation may have caused.
  

  At this time, ****************** has not issued a monetary refund to the Virtual Credit Card used for the transaction. As outlined in your loan agreement, refunds are processed directly by the merchant, as Flex Pay by Upgrade functions solely as the financing provider and does not manage merchant transactions or cancellations.
  

  To resolve this matter, we recommend contacting ****************** directly to inquire about the status of your refund.

  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:05/20/2025

  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 #: 6135**** 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: 05/27/2025

  Hi Yineiry,
  

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

  Your reference number is 5973.
  

  We apologize for the inconvenience this may have caused. We understand that financial matters can be complex, and we appreciate the opportunity to provide clarity regarding your account.
  

  ********************** is a financial technology company, and ******************** of Upgradefacilitates loans for travelers to finance their travel bookings.
  

  According to our records, you opened a closed-end loan on April 2, 2021. The promissory note and loan agreement were signed electronically and remain accessible to you through your Member Portal at ******************************.
  

  On the same day, April 2, 2021, AM Resorts Now received a disbursement of $2,349.67 for your travel booking. Subsequently, a partial refund of $922.77 was issued on May 26, 2021, which was applied toward your loan balance.
  

  We also show that one payment of $159.10 was made on May 2, 2021, toward the loan associated with account ending in *****. Unfortunately, after that payment, no further payments were received. As a result, the account became delinquent and was charged off on October 1, 2021.
  

  On or around December 9, 2021, the account was transferred to First Portfolio Ventures, a debt purchaser. After reviewing the account details, we have determined that no corrections are needed at this time.
  

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

  We appreciate the opportunity to address your concerns.
  

  Thank you,

  The Upgrade Team