Complaints

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

• Initial Complaint

  Date:10/12/2022

  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.

  Your account is currently ineligible for new draws. Is the message I am getting on my account when the payments are up to date and havent been late but the reasoning on the letter is saying my account is past due. The website and the app dont offer any help at all. Please fix my account so I can make purchases since Im not past due.

  

  Business Response

  Date: 10/20/2022

  Hello *******,
  

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

  We are currently investigating the issue and a member of our Advocacy team will reach out to you directly in 1-2 business days. We appreciate your patience as we look into this issue, and hope to have this resolved as soon as possible.
  

  If you have any additional questions in the meantime, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST, or email *************************************.

  Sincerely,

  
  Upgrade, Inc.
  

  
  

• Initial Complaint

  Date:10/11/2022

  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 took out a debt consolidation loan with First ****************** so I would only have one payment to make each month and at a better interest rate. First ******** made the checks payable to me and the credit card companies.I endorsed the checks and mailed them. A total of eight checks to eight companies. Seven of the eight checks cleared within 7 days. My largest balance and highest interest rate is with Upgrade **** I called Upgrade after the other checks cleared and theirs had not. I was told they did not show any payment received and that it takes them 2 to 3 weeks to process a check. I waited another week and no payment had posted and they said they did not show a check received. It had been 2 weeks since I mailed it, so I thought it was lost in the mail. I talked to **************** and they issued another check on Oct 7, 2022. I mailed it **** Express so I could track it at a cost of almost $30. On October 8 I received mail from Upgrade **** They sent the check back to me with a print ot of reasons a they could not accept the check. Their reason was "Unacceptable Payee on check or money order". The check is a perfectly legal form of payment. Once I endorse it and give it to them it is the same as payable to Upgrade **** They were going to wait 3 weeks to credit my account anyway so I can't understand why they did not deposit it and let it clear. My opinion is someone at Upgrade **** is not knowledgeable in banking practices. A check made out to 2 payees has been common my entire 61 years.When I received notice from the **** that the 2nd check had been delivered, I called Upgrade and explained to them that is a perfectly legal form of payment and once I endorse it and they have it in hand it is the same as being Payable to them. The person I talked with tried to help me. He took it to his supervisor. The superviso got on the line and would even attempt to help me. He was rude and short with me. This is costing me hundreds of dollars in interest.

  

  Business Response

  Date: 10/20/2022

  Hello ******,
  

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

  We were unable to accept the check as it was not made out to Upgrade, Inc. when it was received and it has been returned. We apologize for any inconvenience this may have caused.
  

  If youre paying by check, please make it out to Upgrade, Inc., write your 9-digit Loan ID Number in the memo line.
  

  To mail the check, please send it to:
  

  For Standard Mail:
  Upgrade, Inc.
  Lbx#******
  P.O. Box 52210
  *******, ** 85072-2210
  

  For Courier ********************* etc.):
  Upgrade, Inc.
  Attn: ************** lbx#******
  530 ************.
  Suite 105
  *****, ** 85282
  

  We hope our response addresses your concerns. If you have any additional questions, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST, or email *************************************.
  

  Sincerely,

  
  Upgrade, Inc.
  

  
  

• Initial Complaint

  Date:10/11/2022

  Type:Sales and Advertising 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 received around $2000 from upgrade back in April without ever filling for a loan. I never signed an agreement or heard of the company before this. I made a fraud account with my bank. My credit score has dropped over 150 points. Upgrade has had a fraud investigation going on since June for my account. I have never spent the money and tried to return it instantly. Every-time I call nothing is resolved. I would like the money to go back to them and for my credit to return to normal.

  

  Business Response

  Date: 10/20/2022

  Hello ******,
  

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

  We are currently investigating the issue and a member of our Advocacy team will reach out to you directly in 1-2 business days. We appreciate your patience as we look into this issue, and hope to have this resolved as soon as possible.
  

  If you have any additional questions in the meantime, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST, or email *************************************.
  

  Sincerely,

  
  Upgrade, Inc.
  

  
  

• Initial Complaint

  Date:10/11/2022

  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.

  Today my husband and I receive individual notices that our account was behind, that we missed a payment in September and we now needed to make the full payment on the balance. Why would we need to do that when the loan is set up for automatic payment until the end of the loan.I called, they would not speak to my husband, who is also on the account, advised that I was the only one they could speak with about the account. This is a joint loan! Our account was in set for auto payments for the last 2 years! We never missed an payment and never changed our auto payments. I requested numerous times on the phone to speak with a supervisor, I was speaking with *********, she advised that she was speaking with her supervisor. I again asked to speak to her supervisor, she said she would put in a request for a supervisor to call me. This is unacceptable service. I would not recommend this company to ANYONE! ********* then referred to the original account I originally opened and said there was a balance, I asked what the balance was because it was paid off when we opened a second loan. She said I would need to look on line, she would not tell me the balance. While on hold (I was placed on HOLD several time for several minutes each time), I went on line and looked at the website, it only showed my original loan and it said it was paid off! The 2nd loan was no where to be located on the website. I made a one-time payment today and requested ********* re-set up the auto payments that they took off without my authorization or contacting me in any way. I requested a confirmation number, ********* yet again referred me to the website. I again explained to her that the loan (2nd loan) she was referring to is not on the website, she again would not give me a confirmation number for the payment I just made. I also cannot see if the auto payment is set up, the 2nd loan is not listed.WHY WAS MY AUTOMATIC PAYMENT STOPPED BY UPGRADE WHEN THE LOAN WAS NOT PAID OFF????!!!??

  

  Business Response

  Date: 10/20/2022

  Hello ********,
  

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

  We are currently investigating the issue and a member of our Advocacy team will reach out to you directly in 1-2 business days. We appreciate your patience as we look into this issue, and hope to have this resolved as soon as possible.
  

  If you have any additional questions in the meantime, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST, or email *************************************.
  

  Sincerely,

  
  Upgrade, Inc.
  

  
  

• Initial Complaint

  Date:10/11/2022

  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.

  On October 7th my account limits was lowered based on a revision supposedly on my credit. My credit score or or credit report has not changed. This action taken against my credit will hurt my credit even more. I am paying my credits in a timely manner.

  

  Business Response

  Date: 10/20/2022

  Hello Nixaly,
  

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

  We carefully reviewed the details of your credit reporting claim and found that the information reported to the credit bureau is accurate.
  

  Per the terms of your Credit Line Agreement, from time to time and as you make payments on your Upgrade Card, your payment history and credit risk profile will be evaluated to determine if you can be approved for an additional Upgrade Card in an amount that equals your initial Upgrade Card amount.
  

  Based on an internal review, your credit line is no longer eligible for new draws and an Adverse Action Notice was provided on October 7th, 2022, detailing why your account is no longer eligible for new draws. 
  

  Please note, your documents may be accessed via your account dashboard, at Upgrade.com.
  

  Unfortunately we are unable to raise your credit line or reinstate your draw access. You can refer to the adverse action notices that were sent to you on for more information. Your existing rates and terms on your outstanding balances will never change.
  

  We hope our response addresses your concerns. If you have any additional questions, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST, or email *************************************.
  

  Sincerely,

  
  Upgrade, Inc.
  

  
  

• Initial Complaint

  Date:10/10/2022

  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 am receiving NUMEROUS emails from this company.1. You are to immediately cease sending emails (within 24 hours)2. You are to disclose where/when/who and the ** address where you obtained my information 3. You are to COMPLETELY and IMMEDIATELY delete ALL my records 4. You are to ensure that ALL my information is COMPLETELY and IMMEDIATELY deleted from ANYONE who you may have shared or sold my information to.Any further emails received after this complaint was filed, you agree to make a payment of $1000 per email received, for my services of "spam removal", via **** money order.I will accept NO other response than what is stated above.

  

  Business Response

  Date: 10/19/2022

  Hello ******,
  

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

  Based on the available information you have provided through the Better Business Bureau, we are unable to verify your account information.
  

  So we may be able to further assist, please contact our team directly. You may forward any additional documentation you would like us to review at *************************************.
  

  Sincerely,

  
  
  Upgrade, Inc.
  

  
  

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18194048
  
  I am rejecting this response because:

   

  Proof was provided by the screen shot of the email, no further proof needs to be provided. REMOVE ALL MY INFORMATION, AND CEASE CONTACTING ME IMMEDIATELY.

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

  

  Business Response

  Date: 11/01/2022

  Hello ******,
  

  Thank you for your additional correspondence through the Better Business Bureau. We appreciate this opportunity to address your concerns and provide the results of our investigation. 
  

  Please refer to our response, sent to you, via the email address provided through the Better Business Bureau.
  

  Sincerely,

  
  
  Upgrade, Inc.
  

  
  

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18194048
  
  I am rejecting this response because:

   

  I never received any email from them, all correspondence, MUST be through the BBB.

   

  My complaint is clear, and my requirements were made clear in the complaint, the business, did NOT address ANY of my points in the complaint, therefore I reject their response

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

• Initial Complaint

  Date:10/09/2022

  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.

  A couple of months ago my card was lost and someone charged $850.00 and $800.00 on my card. I filed a police report at the request of the company and reported my card lost when I decided to check my email one day and noticed it stated that i had a balance. Upgrade contacted me last week via email stating that my dispute was denied because the charges are within my normal spending pattern, activity does not align with usual fraud patterns, and police report does not support dispute narrative. This has to be the most ridiculous and bias dispute process I have ever created. Since they claim the dispute was thorough why haven't you contacted this business and obtained video footage or something. How can you claim to have the customers back when something like this happens to them and then because of some ridiculous guideline that makes no sense hold them responsible when fraud happens to them. There reasons don't even have reasonable doubt. Its like they want to create a frivolous story to align with there policy. I will surely call this company out of every social media platform I have. Nobody has time to deal company like this.

  

  Business Response

  Date: 10/19/2022

  Hello ******,
  

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

  We are currently investigating the issue and a member of our Advocacy team will reach out to you directly in 1-2 business days. We appreciate your patience as we look into this issue, and hope to have this resolved as soon as possible.
  

  If you have any additional questions in the meantime, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST, or email *************************************.
  

  Sincerely,

  
  Upgrade, Inc.
  

  
  

• Initial Complaint

  Date:10/09/2022

  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 have had 2 Upgrade cards for over a year and have kept current with them. I lhad to default on a few other cards (not through Upgrade) so my credit score went down a bit and even though I never defaulted with upgrade they suspended my account. Ive called multiple times and received multiple different answers about when the hold would be lifted. Ive now gone 6 months and increased my credit score almost 100 points and I still cant use my Upgrade cards and was recently told to just wait. Not sure why the hold is still there and Ive paid down almost half what I owe and no one seems to be able to fix it. Im paying almost 300$ a month to this company and am getting the run around.

  

  Business Response

  Date: 10/19/2022

  Hello *******,
  

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

  We are currently investigating the issue and a member of our Advocacy team will reach out to you directly in 1-2 business days. We appreciate your patience as we look into this issue, and hope to have this resolved as soon as possible.
  

  If you have any additional questions in the meantime, please contact our Customer Advocacy team at **************, Monday through Friday, 7am-6pm MST, or email *************************************.
  

  Sincerely,

  
  Upgrade, Inc.
  

  
  

• Initial Complaint

  Date:10/07/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has done irreparable harm to my credit score by cutting my credit line without warning or reason.i was in good standing and up to date on payments and had just made a payment of ******* today and the sent me an email reducing my credit line by almost 75 percent with will in fact adversely affect my credit score.i spoke with customer service today and learned that ********************** without my knowledge or consent has been doing credit pulls on my credit record.i have not authorized any such credit pulls.

  

  Business Response

  Date: 10/16/2022

  Hello *******,
  

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

  We are currently investigating the issue and a member of our team will email you directly regarding your claim once an additional update is available. We appreciate your patience as we continue to review this issue, and hope to have this resolved as soon as possible.
  

  If you have any additional questions, please call us at ************** and a specialist will follow up with you as soon as they are able, or email *********************************.
  

  Sincerely,

  
  Upgrade, Inc.
  

  
  

  Customer Answer

  Date: 10/16/2022

   
  Complaint: 18183607
  
  I am rejecting this response because:the issue has not been addressed as to why the are running my credit unauthorized and why they have taken unwarranted action to adversely affect my credit when I've been in good standing.you were not authorized to continue to run my credit 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/22/2022

  Hello *******,
  

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

  Per your request on October 7th 2022, we are not able to contact you via phone, however, in order to resolve this matter we will need to speak to you on the phone.
  

  Please contact us by calling our Customer Advocacy team at **************, Monday-Friday, 7am-6pm, Mountain Standard Time. Please reference case number CCE-1305.
  

  Sincerely,

  
  Upgrade, Inc.
  

  
  

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18183607
  
  I am rejecting this response because:it's still not resolved they haven't answered why they have ran my credit without Authorization 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/07/2022

  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.

  I qualified for an Upgrade card and opened an account with them more than a year ago. I have made on-time payments, and otherwise rarely used the card. I fell behind on a few payments on unrelated accounts (another credit card), and my Fico score dropped. Upgrade ran a credit check, and suspended the use of my card because of late payment on another card through a different company. This is ABSURD. I have never, ever encountered this with any other credit card company - the fact that they can suspend your credit line despite you making payments on time for a late payment to a different company is an absurd business model. I will be closing my account and ensuring that everyone knows how utterly ridiculous this company is. I do not recommend.

  

  Business Response

  Date: 10/16/2022

  Hello *******,
  

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

  Per the terms of your Credit Line Agreement, from time to time and as you make payments on your Personal Credit Lines, your payment history and credit risk profile will be evaluated to determine if you can be approved for an additional Upgrade Card Loan in an amount that equals your initial Upgrade Card Loan amount with understanding and agreement that you may not be approved for additional Upgrade Card Loans. You can find more details in your Credit Line Agreement, which is available through your account dashboard at Upgrade.com.
  

  Based on an internal review, your credit line is unable to used for new draws at this time due to the delinquency on the account. 
  

  Our records indicate that a payment ran as scheduled on September 16th, 2022; however, the payment failed due to insufficient funds.
  

  Making your payment is easy! Just log in to your Upgrade Account to access your online payment dashboard. To speak with an Upgrade Account Specialist, you may contact us by dialing our toll-free line at **************; Monday-Friday, 6am-6pm, Saturday and Sunday 6am-5pm Pacific Time.
  

  We hope our response addresses your concerns. If you have additional questions, we invite you to review our Frequently Asked Questions in our Help Center.
  
  Sincerely,

  
  Upgrade, Inc.