Complaints

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

• Initial Complaint

  Date:06/01/2024

  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 went to my upgrade application and had a balance of $590.05 and I hade taken a ******* loan, while the $******* loan was being processed I went ahead and paid off the $590.05 loan,but upgrade decided to apply to the $6000 loan and now my payments are higher even though at the time of my payment the $******* loan was not even established. Upgrade is nothing but legal loan sharks

  

  Business Response

  Date: 06/10/2024

  Hi *********, 
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3849.
  
  We are sorry to hear about your experience and we are currently investigating the issue(s) you reported. Once we have concluded our investigation a Customer Advocacy Team member will reach out to you directly to discuss the findings and next steps within the next 2-3 business days.
  
  We appreciate your patience while 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 look forward to speaking with you and resolving this matter!
  
  Thank you,
  
  The Upgrade Team
  

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21789217
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   I have an email from upgrade telling me how much I borrowed. And how much the monthly payment will be for 36 months and they're saying it is going to be dbefore. I accepted this money. I reviewed thapp and agree.  Now they're saying that the monthly payment is going to be $50 more if I knew that then I would have not agreed to it.

  

  Business Response

  Date: 06/17/2024

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

  Your reference number is 3849.

  We have successfully reapplied the payment of $139.07 to the appropriate subline ending in 0927. This reapplication will reduce your July bill, though the final amount may vary based on transactions made during the month. Please review your July billing statement upon generation for the updated balance.

  We apologize for any inconvenience this may have caused.

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

  Thank you, 
  

  The Upgrade Team 
  
  

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21789217
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  I have an email stating that my new monthly benefit amount will be ****** per month. The lady on the phone says the new payment is 282. That is incorrect and I have the proof that was sent to me by upgrade if I knew it was gonna be that much. I would have not accepted the funds.

• Initial Complaint

  Date:05/31/2024

  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.

  My loan number is ********* I am late on my payment due to the full amount being needed. While I understand that the maturity of the loan passed a month ago. I have received nothing in the mail or calls regarding this. I am unable to pay until June 20th. I am extremely upset that a personal loan did not go through till the end of term for the monthly payments. Not only did I check my account last month but no notice or anything was given. I am requesting my 2 30 day late payments on the account to be reversed and I will gladly pay the loan balance as promised in the loan agreement.

  

  Business Response

  Date: 06/07/2024

  Hi ****,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3848.
  
  We are sorry to hear about your experience and we are currently investigating the issue(s) you reported. Once we have concluded our investigation a Customer Advocacy Team member will reach out to you directly to discuss the findings and next steps within the next 2-3 business days.
  
  We appreciate your patience while 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 look forward to speaking with you and resolving this matter!
  
  Thank you,
  
  The Upgrade Team
  

  Customer Answer

  Date: 06/08/2024

   
  Complaint: 21785326
  
  I am rejecting this response because:

   

  I will only accept a removal of credit reporting for 30 days past due. Please email me as I am away training before I PCS.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/14/2024

  Hi ****,
  
  Thank you for your additional correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3848.
  
  As previously stated  we are currently investigating the issue(s) you reported. Once we have concluded our investigation, a Customer Advocacy Team member will reach out to you directly to discuss the findings and next steps.
  
  We appreciate your patience while 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 look forward to speaking with you and resolving this matter!
  
  Thank you,
  
  The Upgrade Team 
  

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21785326
  
  I am rejecting this response because:

   

  I have 9 days until this reaches 60 days past due. If something is not done to ensure the guts to my credit are not removed while I pay this I will have to escalate this more. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/31/2024

  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.

  Predatory lending. Card limit reduced twice (with no prior notice) making my monthly bill remain exorbitantly high.

  

  Business Response

  Date: 06/07/2024

  Hi *********,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3846.
  
  According to our records, you opened an Upgrade Card account on January 3, 2022.
  
  At the time of your application, you agreed and provided your consent to the Credit Line Agreement, which states, You agree we may contact you in any way including SMS text messages, calls using pre recorded messages or artificial voice, and calls and messages delivered using an automated telephone dialing system or an automated texting system.
  
  We would like to confirm that you received calls from our automated telephone dialing system due to nonpayment on your account. While there is a 15 day grace ****** for applying late payment penalties, your account is considered delinquent the moment it is past due, and Upgrade will attempt to collect on your past due balance and return your account to a current status.
  
  The Credit Line Agreement also states, From time to time, we may make changes to your Upgrade Card Personal Credit Line. These changes can include raising or lowering the amount of your Upgrade Card Loan or your Credit Limit and raising and lowering your interest rate. We will base these decisions on your payment history with us and on information we receive from third parties including credit reporting agencies, which we will review on a monthly basis.
  
  As stated in the Adverse Action Notice sent to you on May 23, 2024, after an internal review of your credit information through TransUnion, your Upgrade Card line was reduced to $1,000.00.
  
  Please refer to your Adverse Action Notice for additional information as to why your credit line was reduced. You may view your Adverse Action Notice and Credit Line Agreement by logging into your account at upgrade.com.
  
  The Upgrade Card is a personal credit line that provides access to a series of closed-end loans; it is not a traditional credit card. Our intent is to make this distinction clear in our advertising and disclosures. For example, on upgrade.com, the Upgrade Card is marketed as a credit line and contrasted with a traditional credit card. As part of your application, on the page where we presented you with your Upgrade Card offer, we note, The Upgrade Card provides you with access to a series of closed end loans and is not a traditional credit card. This information is also included in the Credit Line Agreement. All draws with the same payment term and interest rate from a particular billing cycle are bundled together with a single payment. Your total monthly payment due in a given month is the sum of these bundled payments. This payment information is detailed on your monthly statements. 
  
  You may also view your monthly statements by logging into your account at upgrade.com.
  
  Our records indicate that on June 6, 2024, you spoke with one of our representatives and enrolled in a hardship program for your account. We would like to confirm that your first hardship payment is due on June 24, 2024, in the amount of $147.35.
  
  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: 06/14/2024

   
  Complaint: 21783288
  
  I am rejecting this response because: This response does not account for that fact of unfair lending practices bespeaking a gross lack of ethics on the part of Upgrade in terms of the particular ways that they ***** and economize payments. Indeed, the response noted that Upgrade is within their rights to make changes to limit amounts on my Upgrade card/loan account. Yet, it is HOW they make these changes that is egregiously ethical. For example, I have not used my card AT ALL for close to a year. I have also been making payments of 491$ for close to a year with my Avalailable Balance increasing (consistently) by less than 10$. Now, Upgrade has decreased (though I have not used my card, and have been making on-time payments for close to a year) my *** credit limit from 14K to 1K. This means that when I resume regular monthly payments, they will be approx 630$ per month, and that I will be making these payments in the way of debt-bound insolvency. Upgrade has put me in this position due to their gouging and predatory lending practices! To the matter of the Hardship Payment which I was recently granted, my feeling is that prior, long-term unethical lending treatment by Upgrade *** has much to do with putting me in a position such as Im experiencing now where a medical emergency has caused a one-time instance of larger expedientures for which I would be able to afford had Upgrade NOT submitted me to making year long payments in the unfair manners that Ive noted above. 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 06/21/2024

  Hi *********,
  
  Thank you for your additional correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3846.
  
  We appreciate your feedback and have relayed your concerns regarding your Upgrade Card account to our team. Please refer to our prior response for additional information on why your Upgrade Card line was reduced. We thank you for being an Upgrade customer and hope we can provide you with a better experience moving forward.
  
  Sincerely,
  
  Upgrade Inc.

• Initial Complaint

  Date:05/30/2024

  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 paid them off and AFTER I paid them off they updated my credit file to a bunch of late payments when they know I asked for ***** last year because my brother passed and whoever I spoke to said they wouldnt report it to my credit. Now that its paid off they want to add all these late payments to my account and ruined my credit. I will never use them again and advise no one else does either.

  

  Business Response

  Date: 06/07/2024

  Hi *****,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3844.
  
  We carefully reviewed the details of your credit reporting claim and found that the information reported to the credit bureau is accurate.
  
  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday- Friday, 7am-6pm MST, or by email at *************************************.
   
  We look forward to assisting you!
  
  Thank you,
  
  The Upgrade Team
  

  Customer Answer

  Date: 06/08/2024

   
  Complaint: 21778063
  
  I am rejecting this response because: it wasnt an issue of accuracy it was an issue of it being reported with me getting time to pay on my bill due to the circumstances I had going on and being told it wouldnt be on my report but yet it is.  I want the late fees removed since you are fully paid off! Its not right. 
  
  Sincerely,
  
  **************

  

  Business Response

  Date: 06/14/2024

  Hi *****,
  

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

  Your reference number is 3844.

  We understand that this may be frustrating for you, and we apologize for any inconvenience caused.
  

  As previously stated, we carefully reviewed the details of your credit reporting claim and found that the information reported to the credit bureau is accurate. 
  

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

  Thank you,

  The Upgrade Team

• Initial Complaint

  Date:05/27/2024

  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 paid off this credit card in november of 2023. It still shows this is an open credit card with a balance on all of my credit reports except experian which shows an open credit card with a zero balance. I called upgrade to remedy the problem as I am trying to buy a house and they told me they reported to all three credit companies which is a lie. They offered to do a review, but let me know that it will take sixty days. I don't think this is something I have to wait sixty days for. I did my job and paid my balance and closed my card months ago! I don't think I deserve to look bad on my credit report for something that I paid off months ago and they are not willing to immediately remedy the situation. WHY Should I have to wait 60 days for them to do something they should have done months ago I need this fixed now. I need all three credit reports to say paid in full and closed since November 2023.

  

  Business Response

  Date: 06/05/2024

  Hi *****,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3840.
  
  We are currently still investigating the issue(s) you reported. Once we have concluded our investigation a Customer Advocacy Team member will reach out to you directly to discuss the findings and next steps.
  
  We appreciate your patience while 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 look forward to speaking with you and resolving this matter!
  
  Thank you,
   
  The Upgrade Team
  

• Initial Complaint

  Date:05/27/2024

  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 have been an upgrade customer for several years. After I paid off my loan, they offered me another one. When I decided not to take another loan they started dropping the limits on my credit cards that I have with upgrade. This time they decreased the limit to about $250.00 dollars less than what I owe them causing me to be that much over my credit limit. I have these cards on auto pay and I am not late or behind on any payment to them. This is really going to hit my credit hard if I cannot get extra money to pay them.

  

  Business Response

  Date: 06/05/2024

  Hi *******,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3841.
  
  We want to thank you for providing us with your feedback and letting us know that our service did not meet your expectations. We have addressed your concerns with the appropriate department. We appreciate you taking the time to bring this to our attention.
  
  We would like to confirm that at the time of your application, you agreed and provided your consent to the Credit Line Agreement. As noted in your Credit Line Agreement, section 3.3 Additional Upgrade Card Loans. it states,
  
  From time to time and as you make payments on your Personal Credit Line, 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 up to your Credit Limit. You understand and agree that you may not be approved for additional Upgrade *************************** reserve the right to offer you additional Upgrade Card Loans in other situations, in an amount up to your Credit Limit. You understand and agree that we may reduce or terminate any unused portion of your existing Upgrade Card Loan and we may offer you an additional Upgrade Card Loan, including upon different terms (such as an increased interest rate), and that making Draws under the new and additional Upgrade Card Loan upon such different terms constitutes acceptance of those changed terms
  
  To better understand why your credit line limit was reduced, you can review the Adverse Action Notice that was provided to you.
  
  To view your Adverse Action Notice in your Upgrade Account dashboard, please follow the steps below:
  
  Login to your Upgrade Account
  Select "View Loan Documents
  
  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday-Friday, 7am-6pm MST, or by email at *************************************.
  
  We appreciate the opportunity to address your concerns.
  
  Thank you,
  
  The Upgrade Team
  

• Initial Complaint

  Date:05/25/2024

  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.

  Offered as a credit repair card, Upgrade continued to reduce the credit limit agreement to alternative credit card companies outside of themselves at the Credit rating (result of their actions) to their card holders.

  

  Business Response

  Date: 06/03/2024

  Hi *****,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3838.
  
  We want to thank you for providing us with your feedback and letting us know that our service did not meet your expectations. We have addressed your concerns with the appropriate department. We appreciate you taking the time to bring this to our attention.
  
  We would like to confirm that at the time of your application, you agreed and provided your consent to the Credit Line Agreement. As noted in your Credit Line Agreement, section 3.3 Additional Upgrade Card Loans. it states,
  
  From time to time and as you make payments on your Personal Credit Line, 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 up to your Credit Limit. You understand and agree that you may not be approved for additional Upgrade *************************** reserve the right to offer you additional Upgrade Card Loans in other situations, in an amount up to your Credit Limit. You understand and agree that we may reduce or terminate any unused portion of your existing Upgrade Card Loan and we may offer you an additional Upgrade Card Loan, including upon different terms (such as an increased interest rate), and that making Draws under the new and additional Upgrade Card Loan upon such different terms constitutes acceptance of those changed terms
  
  To better understand why your credit line limit was reduced, you can review the Adverse Action Notice that was provided to you.
  
  To view your Adverse Action Notice in your Upgrade Account dashboard, please follow the steps below:
  
  Login to your Upgrade Account
  Select "View Loan Documents 
  
  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday-Friday, 7am-6pm MST, or by email at *************************************.
  
  We appreciate the opportunity to address your concerns.
  
  Thank you,
  
  The Upgrade Team
  

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21760947
  
  I am rejecting this response because: my payment history reflects 100% payments on time. My last payment was $800.00 when the payment requested was around $400.00.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/12/2024

  Hi *****,
  
  Thank you for your additional correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3838.
  
  According to our records, after a routine review of your credit report through TransUnion, you were notified that as of May 23, 2024, your Upgrade Card account limit was reduced due to multiple factors affecting your credit report outside of Upgrade.
  
  It is noted in your Credit Line Agreement, section 3. Terms of Your Upgrade Card Personal Credit Line, From time to time and as you make payments on your PCL, 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. You understand and agree that you may not be approved for additional Upgrade Card Loans.
  
  To better understand why your credit line limit was reduced, you can review the Adverse Action Notice that was provided to you.
  
  To view your Adverse Action Notice in your Upgrade Account dashboard, please follow the steps below:
  
  Login to your Upgrade Account
  Select "View Loan Documents
  
  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday-Friday, 7am-6pm MST, or by email at *************************************.
  
  We appreciate the opportunity to address your concerns.
  
  Thank you,
  
  The Upgrade Team
  

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21760947
  
  I am rejecting this response because the "factors outside of Upgrade" (referenced in their response letter) is ****************** score information. The actions of reducing credit lines negatively impact credit scores. Credit Bureaus want to see a minimal reliance on credit utilization. Every time Upgrade drops my approved credit line, it changes the percentage of that viewed reliance (by the Credit Bureaus). Last month I doubled my payment and sent it electronically to them weeks prior to the date it was due. Days later my credit line was reduced to lower than the balance I owe! My credit plummeted 30+ points. I may have signed terms but not this!! In my prior rejection to their response I provided screenshot attachments of my Credit Report as evidence of all my timely payments. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/23/2024

  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 is a scam, had a $4,800 credit limit with my upgrade card, have never missed any payments, 2 months ago, they lowered my limit down to $3,800, for no reason. Then balance is more than what's on card. Made more payments, now they just reduced my limit to $1,000!!!! So now I have owe $ ***** on a card that now has a $1,000 limit for no reason. I've read hundreds of reviews lately where people have experienced this exact same thing! This should be illegal, and company needs to be struck down

  

  Business Response

  Date: 05/31/2024

  Hi ****,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3835.
  
  We want to thank you for providing us with your feedback and letting us know that our service did not meet your expectations. We have addressed your concerns with the appropriate department. We appreciate you taking the time to bring this to our attention.
  
  We would like to confirm that at the time of your application, you agreed and provided your consent to the Credit Line Agreement. As noted in your Credit Line Agreement, section 3.3 Additional Upgrade Card Loans. it states,
  
  From time to time and as you make payments on your Personal Credit Line, 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 up to your Credit Limit. You understand and agree that you may not be approved for additional Upgrade *********************** reserve the right to offer you additional Upgrade Card Loans in other situations, in an amount up to your Credit Limit. You understand and agree that we may reduce or terminate any unused portion of your existing Upgrade Card Loan and we may offer you an additional Upgrade Card Loan, including upon different terms (such as an increased interest rate), and that making Draws under the new and additional Upgrade Card Loan upon such different terms constitutes acceptance of those changed terms
  
  To better understand why your credit line limit was reduced, you can review the Adverse Action Notice that was provided to you.
  
  To view your Adverse Action Notice in your Upgrade Account dashboard, please follow the steps below: 
  
  Login to your Upgrade Account
  Select "View Loan Documents
  
  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday-Friday, 7am-6pm MST, or by email at *************************************.
  
  We appreciate the opportunity to address your concerns.
  
  Thank you,
  
  The Upgrade Team
  

  Customer Answer

  Date: 06/01/2024

   
  Complaint: 21753760
  
  I am rejecting this response because: it is just more small talk, read their reviews, there are 1,000's of complaints the same as mine, they are a bunch of crooks...they were one of my first cards, so at the time my credit was worse at that time, then gave a large limit, only to reduce it when its better, and no missed payments, so their argument does not make any sense, but they do it to everyone and say "small print"... 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/07/2024

  Hi ****,
  
  Thank you for your additional correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3835.
  
  According to our records, after a routine review of your credit report through TransUnion, you were notified that as of May 23, 2024, your Upgrade Card account limit was reduced due to multiple factors affecting your credit report outside of Upgrade.
  
  It is noted in your Credit Line Agreement, section 3. Terms of Your Upgrade Card Personal Credit Line, From time to time and as you make payments on your PCL, 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. You understand and agree that you may not be approved for additional Upgrade Card Loans.
  
  To better understand why your credit line limit was reduced, you can review the Adverse Action Notice that was provided to you.
  
  To view your Adverse Action Notice in your Upgrade Account dashboard, please follow the steps below:
  
  Login to your Upgrade Account
  Select "View Loan Documents
  
  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday-Friday, 7am-6pm MST, or by email at *************************************. 
  
  We appreciate the opportunity to address your concerns.
  
  Thank you,
  
  The Upgrade Team
  

• Initial Complaint

  Date:05/23/2024

  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.

  On August 5th 2023 I called upgrade to enter into a hardship program while I was laid off. Once completed the understanding was that I would am have access to my credit line again. That program was completed is October of 2023. My credit line was never reinstated. On may 21st 2024 I called upgrade to inquire as to why. They stated I verbally agreed that even after the completion of the hardship program, upgrade could indefinitely suspend my credit. I had a senior supervisor pull the call recording to which they confirmed I was NOT read that specific disclosure. This makes the contract illegal and invalid. At this point in time I had a ***** credit limit with almost $400 in available credit - but unable to use. The supervisor informed they would put my account in review. May 23rd 2024 I received an email informing me my credit line was reduced to *****. Wiping out the pay down progress I had made. This disclosure is not printed anywhere on any agreements and was never verbally given to me. This is illegal.

  

  Business Response

  Date: 05/31/2024

  Hi ********,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3836.
  
  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 PT, or by email at *************************************. 
  
  Thank you, 
  
  The Upgrade Team
  

  Customer Answer

  Date: 06/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will await their investigation
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/23/2024

  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 am writing to express my deep dissatisfaction and frustration with Upgrade, Inc. for falsely advertising about their $200 Welcome Bonus offer (See attachment).I am eligible for the bonus because I opened a new Rewards Checking Plus account on April 3, 2024 and completed all the requirements, which is make a direct deposit of at least $1000 within 45 days, but they are avoiding to pay my bonus.Furthermore I contacted this company multiple times requesting them to review my account but was denied.Please help me get my bonus they owe me.

  

  Business Response

  Date: 05/31/2024

  Hi ******,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3834.
  
  We are sorry to hear about your experience and we are currently investigating the issue(s) you reported. Once we have concluded our investigation, a Customer Advocacy Team member will reach out to you directly to discuss the findings and next steps within the next 2-3 business days.
  
  We appreciate your patience while 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 look forward to speaking with you and resolving this matter!
  
  Thank you,
  
  The Upgrade Team