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:02/14/2025

  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.

  Filled out an application for Virgin cruise was denied with no specific reason. Was approved when it was uplift and we are in good standing and paid our last cruise off in full. Has recently been changed to flex pay there is no reason why we were denied My daughter and her fiance were also denied everybody has good credit we don't understand why we were denied and they did not give us a reason. Will not use them again They are unprofessional and they don't give you a reason why you're denied.

  

  Business Response

  Date: 02/24/2025

  Hi Samara, 
  

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

  Your reference number is 5255.
  

  We apologize for the inconvenience this may have caused.

  After careful review, it appears we were not able to approve you at this time based on the information you provided, Upgrade has disabled your ability to obtain further financing through Upgrade.

  We understand this can be frustrating, and we apologize for any inconvenience this may have caused.
  

  For further details in regard to the rights reserved by Upgrade ***** you can visit our website at *********************************************************** to view our Terms of Use.
  

  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:02/06/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I have discovered that my account has been disabled despite being a reliable customer who consistently pays on time and occasionally pays off the balance early. I have been attempting to restore my service for nearly four years. Furthermore, my husband submitted an application, and his account was also disabled, although he had never utilized their service before. This situation does not make any sense whatsoever.

  

  Business Response

  Date: 02/12/2025

  Hi Sapphire,
  

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

  Your reference number is 5189.

  We apologize for the inconvenience this may have caused.

  Weve reviewed your application, and unfortunately, based on the information provided, we are unable to offer you financing at this time. As a result, your ability to obtain further financing through Upgrade has been disabled. 

  You can review the details of this decision in your Member Portal under the Adverse Action notice. For more information, please visit our terms and conditions at ***************************************, specifically section 2.6 regarding Discontinuation and Termination.

  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: 02/13/2025

   
  Complaint: 22907101
  
  I am rejecting this response because:
  Its the same message they told me. And still they're not able to tell me why its been disabled. I would like to hear a more detailed explanation.
  
  Sincerely,
  
  Sapphire Cage

• Initial Complaint

  Date:02/05/2025

  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: 02/12/2025

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

  Your reference number is 5192.

  Based on the available information you provided through the Better Business Bureau submission, we are unable to locate your account information to proceed with our investigation. 
  

  Please contact our Customer Advocacy Team at **************, Monday- Friday, 7am-6pm MST, or by email at ************************************* so we can continue to review this matter. 
  

  Thank you, 
  

  The Upgrade Team
  
  

   

• Initial Complaint

  Date:02/03/2025

  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.

  Uplift/******* has been unresponsive to my emails and their customer service number is worthless. I have questions as to why my information cannot be verified and I cant get through to anyone. What type of company are you that you have no way of answering questions??

  

  Business Response

  Date: 02/10/2025

  Hi *****, 
  

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

  Your reference number is 5162.

  We sincerely apologize for the inconvenience this may have caused.

  After careful review, it appears we were not able to approve you at this time. We understand this can be frustrating, and we apologize for any inconvenience this may have caused. 

  At this time we regret to inform you based on the information you provided, Upgrade has disabled your ability to obtain further financing through Upgrade.
  

  For further details in regard to the rights reserved by Upgrade ***** you can visit our websit at at *********************************************************** to review our Terms of Use.
  

  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:02/01/2025

  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.

  Today a 1/31/2025 a charge of $6,456 showed on my credit report from uplift. I did not recognize charge so when I called the customer service number they claimed that I used uplift to book a trip in October 2022 on cheap *************. I have never used this site to book a trip and I never went to ****** to stay at ******************. When I called to file a complaint. I was given limited information and said they would have to investigate the charge. I asked them if I did do this, why wait until 2025 to put it on my credit as it looks like whoever stole my identity, never made a payment. Im very upset about this charge because I dont see how it took them 3 years to notice this account. They claimed that the company was acquired but it does not make since to me. Either way the charge is not legit and I need answers as to why this was put on my credit report. I would assume if you sign up for a loan to take a trip, at some point there would be mail correspondence about payment or even an email. Its most definitely a fraudulent charge and since it took them 3 years to realize someone owed them money. I want answers!

  

  Business Response

  Date: 02/10/2025

  Hi *****, 
  

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

  Your reference number is 5145.
  

  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. 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:01/30/2025

  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 live in fountains of ******************. I decided to try to use flex last month to help pay my rent. Upon trying to use flex, my bill was never updated so I had to then pay rent in full out of pocket. This included late fees and filing fees because of my lease agreement. I was not notified I was charged by flex, neither was my bill EVER updated for the month. I got on flex this morning to attempt to prepare to pay Februarys rent. I was met with a notice of suspension. Suspension? I didnt even use flex last month. I waited patiently for my bill to pop up and NOTHING was updated. I was told it was an attempted charge on my account from flex.. I dont understand how is that possible if my current bill was never uploaded so what were they trying to charge? I was told based off the information provided. Which wouldve been inaccurate and not usual policy. Now my account is suspended and Im going to be in another hole in flex doesnt reinstate my account for February 1st. They are telling me Im suspended for a month for something I had no idea of and not trying to help me. They are just telling me they are sorry. Please help me. All this has happened because of a management change at my apartments. Ive had my car towed and paid late fees for late rent because a management change at my apartments is causing me to go through problems with updating my bill and profile.

  

  Business Response

  Date: 02/04/2025

  Hi *****, 
  

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

  Your reference number is 5125.
  

  We apologize for the inconvenience for the inconvenience this may have caused.

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

  If you have aby questions or concerns with rental payments, we recommend contacting Home - Flex: Rent Solutions and 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:01/28/2025

  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.

  I am not liable for this debt and I do not have a contract with UPLIFTINC plus they did not provide me with the original application like I asked.Account No: 7035 Amount Disputed: $0

  

  Business Response

  Date: 02/03/2025

  Hi Shahala, 
  

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

  Your reference number is 5118.
  

  We sincerely apologize for any frustration youve experienced. Wed like to bring your attention to a communication sent by our Risk Team on June 3, 2024, regarding your claim. It was stated:
  

  We are reaching out to notify you that we received your dispute. However, we have not yet received the required documentation to move forward with the investigation into your identity theft claim. As a result, your claim has been placed on hold. Please note that your claim will not proceed until we receive the necessary documents. If you wish to continue pursuing your claim, please click and follow the instructions here. This link will direct you to a secure form to submit the required documentation for our fraud investigation. If you have any questions, we are happy to assist you.

  We kindly request that you contact our Risk Team to provide the necessary documents so we can move forward with your claim. They can be reached directly at:
  

  Phone: **************
  Fax: **************
  Email: ******************************************************************
  

  If you have any additional questions or need further assistance you can reach our Customer Advocacy team by dialing **************, Monday through Friday, 7am-6pm MST, or by email at ***************************************************************.
  

  We appreciate your patience and understanding during this time, and we look forward to resolving it with your participation.

  Thank you,

  The Upgrade Team

• Initial Complaint

  Date:01/24/2025

  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 have called this company several times to try and make a payment and they have continuously given me a runaround. They request my social security number, date of birth, phone number address, time and time again with no avail they almost prevent you from making a late payment why I haven't the slightest Idea when I finally got through to a customer representative they stated it was no way to get into the account. This company is faulty and basic. They are keeping your payment late so that can put it on the consumers credit report and when you attempt to make an outside payment they will not allow it It has to be ach only which is Rrdiculous class action suit should be brought up against this company due to the mental anguish, stress that they cause the consumer. They also have a calculation issue which is must be a type of theft by deception they stated I've only paid them 200 dollars but i pay through the bank so I can trace back what I have paid, I spoke with the **************** rep ******* and she was rude and gave me a total runaround that sounded very scripted, They set poor people up for failure!!!!!!!!!!

  

  Business Response

  Date: 01/30/2025

  Hi *********, 
  

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

  Your reference number is 5101.
  

  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. Once we have concluded our investigation you will receive communication once a status update is available.
  

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

  We appreciate your patience while we review this matter.
  

  Thank you, 
  

  The Upgrade Team 
  

  Customer Answer

  Date: 01/30/2025

  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:01/21/2025

  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 my Bank(****************) wired flex in the amount of $707.00 for payment through the app for the first half payment of my rent. ***** Fargo sent confirmation that money was transferred to flex app. **** did not use the funds to pay my rent in the amount of $707.00 to my apartment complex resulting in late fees and total loss off $707. When emailed and contacted flex, I did not receive any response on my payment or any suggestion of refund. No response.

  

  Business Response

  Date: 01/24/2025

  Hi *******,
  

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

  Your reference number is 5060.
  

  We apologize for the confusion this may have caused.
  

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

  If you have aby questions or concerns with rental payments, we recommend contacting Home - Flex: Rent Solutions and 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:01/13/2025

  Type:Service or Repair 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 have used flex pay last year and paid in full on time. I tried to use this year and it stated it couldnt verify my information. I tried to call see what they needed and I couldnt get no one one on phone it told me to email. I emailed them and a *** said I was blocked. I dont understand whats going on or whom to ask for help

  

  Business Response

  Date: 01/21/2025

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

  Your reference number is 4998.

  After careful review, it appears we were not able to approve you at this time. We understand this can be frustrating, and we apologize for any inconvenience this may have caused. 

  To better understand the denial reason, you can review the Adverse Action Notice that was provided to you.
  
  To view your Adverse Action Notice In your Uplift Account Portal, please follow the steps below:

  1. Go to ******************************
  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
  5. Click on Applications, Youll be able to find & review the Adverse Action Notice. 
  

  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: 01/21/2025

   
  Complaint: 22807467
  
  I am rejecting this response because:
    Thank you for responding. I did see the letter before I tried to reach a person and before I had to go this route to talk to a person. I just dont understand the letter. It says it cant verify. I dont understand what do I need to verify. I was not asked to verify anything. 
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 01/27/2025

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

  Your reference number is 4998.

  We sincerely apologize for the inconvenience this may have caused.

  Loans originated on the Upgrade platform are underwritten and made by ***********. Upgrade is providing this notification to you on behalf of ************

  If you have any questions about the adverse action notice, please contact Upgrade at the address shown below:

  Upgrade, Inc.
  **************************************************************************************************
  Email:  *****************************************************************
  Phone: +1 (844)  257-5400 
  

  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: 01/27/2025

  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,
  
  ****** ******