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:03/09/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/25/25 I booked a flight with Volaris (see Volaris_flight PDF) and used Uplift as a payment option (Loan ************ was created); decided to cancel this booking later the same day (see Volaris refund PDF). I logged into my Uplift account and noticed that Loan was still active (first payment requested on 3/26/25) and reached out through the offered **************** form to inquire about the cancellation of this (see ************* ********. I reached out again 3/5 through direct email (as mentioned in Uplift cancellation FAQs): have not heard back from Uplift about cancelling Loan ************ as of the time I submit this. I have not paid any money to Uplift, since the flight was cancelled, but just wanting them to erase this loan from my account. I do have another active loan with Uplift (#************), which is for another booked Volaris flight, and this I do intend on making the required payments.

  

  Business Response

  Date: 03/12/2025

  Hi *******, 
  

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

  Your reference number is 5427.
  

  We apologize for the inconvenience this may have caused.

  After careful review, we would like to offer clarification regarding the issue you're experiencing.
  

  On February 26, 2025, you were approved for two loans, and Flex Pay by Upgrade made the payment to the merchant for the bookings as per the agreement. We understand that you have canceled one of these bookings.
  

  Our records show that loan ************ has been canceled, and no payment is currently due.
  

  If you have any additional questions, please feel free to 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

  Customer Answer

  Date: 03/15/2025

  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:03/03/2025

  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.

  On 2/21/25, I searched Carnival Cruise Line for a cruise in 2025. I inadvertently click on "get an estimate, how much you can spend," which is financing by flex pay. I quickly filled out the requested information for preapproval. Carnival emailed that I was booked on a cruise that leaves less than 30 days. I called Carnival Crusie Line and Uplift/Flex Play. I was not interested in cruising in March 2025. I was prospecting cruises and checking to see if I qualified. Carnival said that Uplift paid for the cruise and that if I canceled the March 2025 cruise date, I would forfeit $1,038 of the $1,638. I explained this to Uplift, and they stated there was nothing that they could do. They state they can not cancel the loan even though I have not taken the cruise. This is the bait-and-switch tactic that Carnival and Uplift are using on consumers. The website is conflicting, and the link to pre-qualify for a cruise is under the "hold reservation" button. I even asked Carnival if I could move the itinerary booked for March to another month. Carnival replied, "NO". Which does not make sense? I value Carnival Cruise Line so much that I am willing to cruise at a later rather than request a 100% refund due to the unclear preapprovpreapprovalon ************ via Uplift. No one from either company has been able to assist me. Please advise; thank you so very much.

  

  Business Response

  Date: 03/11/2025

  Hi *****, 
  

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

  Your reference number is 5398.
  

  We apologize for the inconvenience this may have caused.

  After careful review, we would like to provide clarification regarding the issue you're experiencing.
  

  On February 22, 2025, you completed two applications with Flex Pay by Upgrade. One application was for prequalification, and the second application resulted in the approval of your loan with us. For the approved loan, we promptly paid the merchant for your booking as agreed.
  

  We understand the confusion this may have caused. Unfortunately, the refund is determined by the merchants policy, as Flex Pay by Upgrade solely acts as the financing company, as outlined in your loan agreement.
  

  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:03/03/2025

  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.

  The law clearly states a consumer reporting agency cannot furnish a account without my written instructions I havent given these accounts written permission to furnish these accounts on my credit report THIS COMPANY IS UNLAWFULLY REPORTING ON MY CREDIT ACCOUNT. THEY HAVE REPORTED AN ACCOUNT THAT I HAVENT AUTHORIZED AND THEY WILL NOT RESPOND TO MY MESSAGES,

  

  Business Response

  Date: 03/11/2025

  Hi Ashelli, 
  

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

  Your reference number is 5397.
  

  We apologize for the inconvenience this may have caused.

  We would like to confirm that you applied for a FlexPay account with ******************** on March 18, 2021, and were approved on March 18, 2021. We have reviewed your account with ******************** and would like to confirm that it is accurately reporting to the credit bureaus. On or about January 17, 2022, your account was 120 days past due and was charged off. On or about February 10, 2022, the debt was sold to **************************

  Loan ending in 8190 has been transferred to First Portfolio ****************, c/o *********************************** and communication has been sent to the email address on file.

  Upgrade, Inc. will not be servicing your account or collecting your payments. Upgrade, Inc. will stop accepting payments received from you. First Portfolio ****************. c/o *********************************** 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 First Portfolio Ventures II, LLC c/o *************** Portfolio Services. 
   
  First Portfolio ****************. c/o *************** Portfolio Services
  ********************************************************************
  Peachtree Corners, GA 30071
  Phone Number: ************
  Email Address: *********************************

  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:02/26/2025

  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.

  This information does not relate to any transactions I have made. I did not give anyone authorization or consent to use my personal information. I hereby exercise my legal rights enacted by ******** and The ************************, which explicitly states when a victim of identity-theft dispute a fraudulent account on his/her credit report it shall be honored by all credit bureaus and all fraudulent information should be blocked within 4 days and proper notification shall be given to all data furnishers pursuant to section 605b of The Federal Fair Credit Reporting Act.1. ************. $0.00 Acct # *******

  

  Business Response

  Date: 03/05/2025

  Hi *******,
  

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

  Your reference number is 5346.
  

  We apologize for the inconvenience this may have caused.
  

  We are sorry to hear about your experience and we are currently investigating the issue(s) you reported.
  

  We have escalated this matter to our Claims Department.  They will send you an email with an update and next steps as soon as they are available.  We appreciate your patience as 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 review this matter.
  

  Thank you, 
  

  The Upgrade Team 

  
  

• Initial Complaint

  Date:02/24/2025

  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.

  CELTIC ************ Balance: $161.00 It has come to my attention that, as of January 2025, Experian has been involved in a major lawsuit with the ************************************ (****). This lawsuit has raised concerns regarding the accuracy of data maintained by ******** including conducting sham investigations, which has impacted my credit report. This account was previously verified, and I have since sought legal counsel to clear my name of credit slander by your agency for verifying this erroneous LATE PAYMENT. After I received correspondence on your agency, it stated that the accounts I disputed were verified by your agency. Pursuant to 15 U.S. Code 1681i(a)1(a), I am demanding that your agency perform a reasonable reinvestigation to determine whether the disputed information is inaccurate and record the status of the disputed information.Pursuant to 1681i(a)(6)(B)(iii), A DESCRIPTION OF THE PROCEDURE USED TO DETERMINE THE ACCURACY AND COMPLETENESS OF THE INFORMATION SHALL BE PROVIDED TO ME THE CONSUMER. I am prepared to sue your agency, now, pursuant to 15 USC 1681o, for willful negligence on this matter, file a complaint with the BBB and also file a formal complaint with the attorney generals office. I am requesting a thorough re-investigation into my credit file, especially in light of the ongoing legal proceedings. Please ensure that all information listed in my report is accurate, up-to-date, accurate and in compliance with both federal regulations and your internal policies. I would appreciate confirmation of the completion of this investigation and any actions taken to address any discrepancies or inaccuracies. I AM ALSO DEMANDING THE MEANS BY WHICH YOU ARE VERIFYING THIS ACCOUNT!

  

  Business Response

  Date: 03/05/2025

  Hi ******,
  

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

  Your reference number is 5345.

  We apologize for the inconvenience this may have caused.

  We want to inform you that your loan ending in 8833 has been transferred to ******************************. Notification of this transfer has been sent to the email address we have on file for you.
  

  Please note that Upgrade, Inc. will no longer be servicing your account or collecting payments. Going forward, ******************************, or their authorized agent, will be responsible for managing your account and will reach out to you directly to assist with the resolution of your account balance.
  

  We understand that transitions like this can be concerning, and we want to assure you that ****************************** will provide the necessary support during this process. If you have any questions or need further clarification, please dont hesitate to reach out.
   
  For any inquiries regarding your account after this date, please refer to ******************************* 
   
  ***********************************;
  16 ******** Rd 
  St. Cloud, MN 56303
  Phone Number: **************
  Website: *******************

  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:02/20/2025

  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.

  I had thought my loan was paid off, but actually had a payment due in January. I realized that the final payment was still due on the last day in January that I could have paid and not incurred a 30 day late ****. My payment history is very important to me and I attempted to make the payment immediately that day. When I called in to pay with my debit card, it appeared that the payment was already being auto ran through my linked bank account. I hadn't used my bank account to make my payments since last summer as I had moved and didn't have access to my old bank account. I called to talk to a customer service *** and they were not able to help me make my payment. The agents on the phone had no ability to either cancel the bank account draft, or take a debit payment when the bank draft had already started. I made every attempt to make this payment on the day that I originally called to avoid a 30 day late charge. I was given no options to do so and told to "just wait for the bank draft to return". I wanted to talk to a supervisor or someone with the power to push another payment through and there was no one who could do so. I made the payment the day I was able to through the app. I requested to speak to someone in a credit ***orting department or agent and was told that no such thing exists.Because I made every attempt to pay with my debit card within the window of time, and was blocked by the technology of your company, I would like the late pay removed from my credit ***ort. This was an extremely frustrating situation.

  

  Business Response

  Date: 03/05/2025

  Hi *******,
  

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

  Your reference number is 5307.

  We apologize for the inconvenience this may have caused.

  After careful review, our records indicate that during our call on January 12, 2025, we informed you that once the payment is returned, your account would be over 30 days past due. We understand this situation may be concerning, and we appreciate your continued efforts in making payments through January 16, 2025.
  

  However, we want to ensure youre aware that, unfortunately, if payment is not received soon, your account will be reported as late. We understand the challenges this may cause and are here to assist you if you have any questions or need help in resolving the matter.
  

  Please feel free to reach out if you need further support or clarification.

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

  Thank you for your understanding and cooperation.

  Thank you,

  The Upgrade Team

  
  

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22969885
  
  I am rejecting this response because:

   

  if you review my first phone call, made January 11, that representative actually told me the payment would NOT be 30 days late.

   

  However, my complaint is about the fact that indeed made several attempts on Jan ******************************************************************************************************************************************* progress. I wanted to pay that day with my debit card, and if your system had had the proper capabilities, or a person with the clearance to do so, I would and should have been able have to.

  I did not set up the ach payment on Jan 11 to my account that was closed, and your system initiating and processing it on its own blocked me from being able to make the payment which resulted in the late mark. 

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

  

  Business Response

  Date: 03/11/2025

  Hi *******, 
  

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

  Your reference number is 5307.
  

  We sincerely apologize for the inconvenience this may have caused.

  Following a thorough review, our records indicate that during our conversation on January 12, 2025, we informed you that once the payment is returned, your account would become more than 30 days past due. We understand that this may be a stressful situation, and we genuinely appreciate your continued efforts to make payments through January 16, 2025.
  

  That said, we want to inform that 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 during this time.

  Thank you,

  The Upgrade Team

• Initial Complaint

  Date:02/20/2025

  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.

  I got Mt very first flex pay lain and my card expired. Their website will not take the new card, there is no reason for it either. They have NO WAY TO CONTACT ANYONE AT ALL. You can't call because no one will ever come on and it routes you to only self pay or nothing at all, hangs up on you. All I need to do is change the expiry and ccv BUT I CANNOT CONTACT ANYONE. This scam company ******* literally has a what's app option IN ******* for a customer service option. This is the biggest scam I've ever seen in my life and I can't belive BBB has given accreditation... clewlry something you can buy like a subscription and not merit based. I JUST WANT TO PAY MY BILLS AND FLEXPAY IS MALICIOUSLY PREVENTING ME FROM DOING SO TO ****** FEES THEY ARENT ENTITLED TO

  

  Business Response

  Date: 03/05/2025

  Hi ******,
  

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

  Your reference number is 5305.

  We apologize for the inconvenience this may have caused.

  Upon reviewing your account, we noticed that Auto Pay was set up to process payments starting on February 20, 2025, with payments of $34.35 due through July 20, 2025. However, it appears that your payments were declined by your bank.
  

  - February 20, 2025 Auto Pay failed
  - February 21, 2025 Auto Pay failed (Retry message sent for February 28, 2025)
  
  You can always view your payment activity and account details by logging into your portal:
  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 ***************************************************************.
  

  Thank you again for your patience and understanding. We look forward to resolving any remaining concerns you may have.
  

  Best regards,
  

  The Upgrade Team

  
  

• Initial Complaint

  Date:02/20/2025

  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.

  I had a loan with UPLIFT for $765.21. I made payments of $255.07 on 4/9/23, 8/14/23, and 11/10/23 totaling $765.21. ************************* is attempting to collect $255.07. This account was paid in full to UPLIFT and ************************* has no right to a collection of a debt that is not owed. My credit has been negatively affected by this and I am very upset. I called UPLIFT and was told that even if the account was paid off it is possible that it was still sold to ************************* at a $0 balance. I asked if they had records of my payments and they stated that information was not available at the moment. I asked if they would be responsible for contacting the debt collector since it was sold to them in error and they stated I had to do it.

  

  Business Response

  Date: 03/05/2025

  Hi *****,
  

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

  Your reference number is 5306.
  

  We are sorry to hear about your experience and we are currently investigating the issue(s) you reported.
  

  We do see your payment of $255.07 made to us on November 9, 2023. We are currently working with ***************** in attempts to resolve this issue.
  

  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.
  

  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:02/18/2025

  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.

  On November 20, 2024, I was charged $213.16 by Uplift from my USAA checking account, though the payment was intended to be made from another account. I contacted ********************** immediately, and they informed me they could refund the payment but advised me to reach out to my bank since the payment was still pending. I then contacted **** to dispute the charge AND close that debit card while they shipped out a new one, and they provided a temporary credit of $213.16 while investigating the issue.On January 13, 2025, **** reversed the temporary credit, stating that the payment was not made in error. I contacted Uplift again to confirm the status of the payment, and they stated that a chargeback was issued to my debit card on December 7, 2024. However, after reviewing both my paper and mobile bank statements for November 2024, the $213.16 was withdrawn from my account on November 20, 2024, with no record of any refund or chargeback in December.Since January 13, 2025, I have contacted **** over five times for clarification. As of today, February 18, 2025, the $213.16 is still missing. Uplift claims they do not have the payment, and **** insists the purchase was not made in error while also reversing the credit they initially provided. Despite Uplifts claim that a chargeback was processed, the $213.16 has not been returned to my bank account, and the payment is still due with Uplift. I need to know where my $213.16 is, as both parties deny having the funds, leaving me stuck in an ongoing dispute for the past three months. Now logging into ******************************, it now reflects that I was refunded on the 7th of December 2024 when I have yet to receive the money back.

  

  Business Response

  Date: 02/27/2025

  Hi **********, 
  

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

  Your reference number is 5273.
  

  We apologize for the inconvenience this may have caused.

  After further review, our recirds indicate that on November 20, 2024, a successful payment of $213.16 was processed from the card ending in 4239. However, on December 7, 2024, a chargeback request for the same amount was initiated by the bank for the card ending in 4239.

  Additionally, our records show that on January 15, 2025, a re-successful payment of $213.16 was processed from the same card, following the submission of proof that the charge was legitimate and the amount was owed at the time of payment. We understand that these matters can be frustrating, and we want to ensure clarity regarding your account. As of February 19, 2025, your account is currently 60 days past due. Please let us know if we can assist you further in resolving this.

  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: 02/27/2025

   
  Complaint: 22955549
  
  I am rejecting this response because:
  
  The card that was used initially was cancelled and replaced with a new card on November 20, 2024. So saying that on January 15th 2025 re-successful payment of $213.16 was processed from the same card is not a factual remark. Attached is PROOF that between 01/14/2025 - 01/16/2025 no re-successful payment was made on that same card. Additionally, YES my account is past due because I was never given the refund from the company named Uplift that is clearly making false statements about a refund that was never resolved.

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

  

  Business Response

  Date: 03/05/2025

  Hi **********,
  

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

  Your reference number is 5273.
  

  After carefull review, our recordsindicate that we found that a payment of $213.16 was successfully processed from your card ending in 4239 on November 20, 2024. However, on December 7, 2024, a chargeback request for the same amount was initiated by your bank for the same card.
  

  Additionally, on January 15, 2025, another successful payment of $213.16 was processed from the same card following the submission of proof confirming the legitimacy of the charge and that the amount was owed at the time of payment.
  

  We fully understand how such situations can be frustrating, and we want to ensure that you have a clear understanding of your account status. As of February 19, 2025, your account is currently 60 days past due. If you have any questions or need further assistance in resolving this matter, please don't hesitate to reach out. We are here to help.

  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.

  Thank you,

  The Upgrade Team

  
  

• Initial Complaint

  Date:02/17/2025

  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.

  Loan ID: ************ Transaction Date: 8/1/2024 Total Transaction/Loan Amount: $2,223.84 Service: *************** flight tickets purchased through FlexPay (Uplift) payment plan The flights were cancelled due to a schedule change. *************** refunded in full the total transaction amount to the ******* loan; however, my refund amount was reduced by interest charges, which is absolutely ridiculous as I am not receiving any services. How is it okay for Uplift to take a portion of my refund?Nowhere on their website do they explain or emphasize the refund clause, not even on FAQ; it is only included in the borrowers agreement in Section 13, which was referenced to me in an email after my 4th contact attempt where I requested this issue be escalated to upper management. They "apologized" for not clarifying this sooner. I am trying to obtain the remaining portion of my refund and am extremely disappointed in the customer service responses I've received thus far.

  

  Business Response

  Date: 02/27/2025

  Hi ******, 
  

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

  Your reference number is 5269.

  We understand how frustrating this situation is, and we sincerely apologize for any inconvenience it may have caused.

  After thoroughly reviewing your request and the details outlined in our Borrower Agreement, specifically Section 13 regarding Reductions, Refunds, Return of Goods, and Cancellation of Services, the third paragraph states: "You also agree that, unless applicable law requires otherwise, you will generally not receive a rebate of any interest that may have already accrued on an amount that later gets refunded."
  

  We understand that this may not be the outcome you were hoping for, and we genuinely empathize with your situation. Unfortunately, we are unable to reverse the contract or make exceptions at this time. Please know that we are here to assist you in any other way we can.
  

  If you have any further questions or concerns, please feel free to contact our Customer Advocacy Team. We are 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 ***************************************************************.
  

  Thank you again for your patience and understanding as we work to resolve any remaining concerns.
  

  Best regards,
  

  The Upgrade Team