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:08/07/2022

  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 sent in two separate checks to Pay the balance in full for My account and have waited 5+ weeks in between to cancel/resend. During those periods I called and checked in weekly looking for updates. I was assured again and again that the checks would be backdated when received. Its now 4 months that have gone by with the interest adding up on those Months and no update in site. Every time I call in they do the same thing and verify that the address was correct. My bank has now cancelled my second check due to no activity on it. When I call I get no resolution and am just told to send another check.

  

  Business Response

  Date: 08/12/2022

  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:08/06/2022

  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 am a loan customer with ********************** and saw a promotion to open a Rewards checking and make 3 debit card transactions and I would get a $200 bonus. I confirmed with various agents on the phone and they told me to wait 1-2 billing cycles after my 3rd transactions. It has been almost 3 months and I still don't have my bonus and I'm being told I didn't open a credit card and nothing in the promotion says about opening a credit card. I was told it was escalated but nobody has gotten back to me and the agents are very rude and insult me and hang up.This is the paragraph stated on the website.$200 bonus when you open a Rewards Checking account and make 3 debit card transactions.This company needs to deliver what they promise

  

  Business Response

  Date: 08/12/2022

  Hello *******,
  

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

  We reviewed the details of your claim and found that you did not meet the terms of the $200 Welcome Bonus which is an offer for an Upgrade Rewards Checking in conjunction with an Upgrade Card. 
  

  You have an Upgrade Rewards Checking account; however, do not have an Upgrade Card account. We disclose the following terms on our website:
  

  To qualify for the $200 welcome bonus, you must open and fund a new Upgrade Rewards Checking account and make 3 debit card transactions within 60 days of your Upgrade Card account opening. The bonus will be applied as a one-time credit to your account and will not otherwise reduce the amount of your regular monthly payments. The bonus credit will be posted to your Upgrade Card as a rewards credit within 1-2 billing periods following the third debit card transaction on your Rewards Checking account. Your Upgrade Card must be in good standing to receive a bonus.
  

  As a courtesy to you, we will apply a $200 statement credit to your account.
  

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

  Sincerely,
  

  Upgrade, Inc.
  

  
  

  Customer Answer

  Date: 08/13/2022

  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:08/06/2022

  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 applied for a upgrade card and was approved. They took my banking information the first time via phone. They had entered the information incorrectly. I called back a week later for an update, they said they would remove that account and I had to do an auto verification by signing into my back which was then verified. The funds were supposedly again on July 18 but my federal credit union never received anything from them. It is now August 6th and I have had 7 phone conversations with upgrade to which I have been hung up on multiple times. Then I was told they saw in there system the money was sent to a bank but didn't know where, and that I had to sent them a pdf of my last month's banking statement to prove I wasn't lying. I was also told that by sending this email and request to cancel this account would be sufficient. I did just as I was instructed by the card support supervisor. I now received and email saying that that was not good enough and that I need to call them again to figure out what is going on. While all this is happening the monthly price I was supposed to be paying in the contract I signed has doubled in price. And no I'm not past my due date either. It just doubled two weeks ago and I was told it was a glitch and would be fixed but has never changed. please help me cancel this account, this has been a nightmare and now I just want to be done dealing with upgrade. Hours I have waisted trying to resolve this with no luck, you are my last hope to resolve this issue.

  

  Business Response

  Date: 08/12/2022

  Hello *****,
  

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

  You can request funds using the customer dashboard on your ******************** account by following the steps below:
  

  Click on Upgrade card
  Click on Request Money
  Enter the amount and the bank account you would like to transfer the funds to
  Click on Request Funds
  Confirm your draw request and amount
  

  You will also have the option to confirm the monthly payment amount and loan term before accepting the transaction.
  

  Funds will be sent to your bank via ACH within one(1) business day, but access to your funds may take up to four(4) business days based on your bank's policies.
  

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

  Sincerely,
  
  Upgrade, Inc.
  

  
  

  Customer Answer

  Date: 08/13/2022

   
  Complaint: 17682362
  
  I am rejecting this response because:
  I have asked for this account to be closed due to the repeated issues with upgrade. I have followed all of the requirements requested to close this account and they are still refusing to close it. Please assist in getting this account closed. No funds have been utilized and the customer agreement has been broken by **********************. They are still trying to double charge me monthly fees for money never recieved.
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/23/2022

  Hello *****,

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

  The information you provided does not match our records.
  

  To view up to date information regarding your account, including balance information, please log in to your dashboard at Upgrade.com.
  
  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:08/06/2022

  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 open an an account for a personal loan in 2020 with Upgrade. I paid them off in 2021 and asked then you have my account closed. My account was never closed. I still receive monthly statements from them every single month. When I log on to the my account is shows active. I have reached out on 07/24/2022 and 08/06/2022 speaking with front line staff that showed my account active. I after learning my account was still active on the site and speaking with 2 live agents, I asked for my to see if I could use my card because it reflects I have an balance of ****** but I have to call in order to use my card a review was submitted. Its not until I ask to speak with a supervisor was I informed my account was closed although there own representatives see its active with a balance , as I can. I told them is my account is closed why? do I receive monthly statements? I ask to get a written statement or letter from them either emailed or sent to my physical address stating my account was closed , and was denied this by their own management. I was told it was in my documents which it is not only statements are there. I was told that they cannot email or send my a statement or letter reflecting my closed account however it is written on the website in my account to refer back to emails for communication. In my documents no closure letter or statement is there. i was told that the supervisors can see my account being closed however I nor the when I call can anyone see my account is closed. I cannot withdraw money from this account or use the card however my account is still open and active. I have proof of all my complaints against Upgrade.

  

  Business Response

  Date: 08/12/2022

  Hello ********,
  

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

  You previously had one account through Upgrade. Our records indicate that your account is closed and no longer reporting to the credit bureaus.
  

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

  Sincerely,
  
  Upgrade, Inc.
  

  
  

  Customer Answer

  Date: 08/13/2022

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