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:10/25/2023

  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.

  Recieved credit limit and approval $4k reduced it by $1k for no cause 1 month later. Made payments for amount due. Company billed after payment made and if i wouldnt have checked later in the month i would look like i had not paid payment due. Did this several months in a row. Then reduce credit to almost$300 below current limit again and showed over the limit. Trying to force non payment to raise interest rate and reduce my credit score. Deceptive credit practices. Do not use this company.i have no negative items on my credit but they say i do.

  

  Business Response

  Date: 11/03/2023

  Hi *****,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number 3095.
  
  We want to thank you for providing us with your feedback and letting us know that our service did not meet your expectations. We will use this feedback in order to improve our overall customer experience. 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 Card Loans.
  
  We 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
  
  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: 11/04/2023

   
  Complaint: 20783287
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/10/2023

  Hi *****,
  
  Thank you for your additional correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3095.
  
  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 Card Loans.
  
  We 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
  
  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:10/25/2023

  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 filed an original complaint against this business on Sept 15th and finally got a reply on Oct 4th stating that they had attempted to reach me by phone (they did not) and said to contact them via phone or their resolution email contact. On Oct 5th I was contacted by ***** via email stating she had information regarding my account and given a reference number. I responded on Oct 6th to no response. I attempted contact via email again Oct 9th again with no response. On Oct 18th I attempted a third time to connect with someone through the resolution email given. On Oct 23rd I was contacted by ***** again stating she had information regarding my account and given a new reference number, I responded via email the same day. It is now Oct 25th and I have still not received a response to any of the emails I have sent regarding this information they have regarding my account. This company has severely damaged my credit and has falsely reported missed and late payments over 6 times. I have disputed this fact several times and the company continues to report my account as in severe delinquency and has even gone as far to make it so that I can no longer use autopay despite paying the full payment on time for the past year.

  

  Business Response

  Date: 11/03/2023

  Hi ***********,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number 3073.
  
  We want to thank you for providing us with your feedback and letting us know that our service did not meet your expectations. We will use this feedback in order to improve our overall customer experience. We appreciate you taking the time to bring this to our attention.
  
  We carefully reviewed the details of your credit reporting claim and found that the information reported to the credit bureaus is accurate.
  
  We have made several attempts to contact you to discuss details related to our review of the concerns you reported.
  
  September 27, 2023 - Phone
  
  October 5, 2023 - Phone
  
  October 23, 2023 - Phone 
  
  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: 11/03/2023

   
  Complaint: 20782842
  
  I am rejecting this response because:

  The business claims to have tried to contact me yet all of my emails attempting to reach them via their resolution email (per their last message) have gone unanswered. They have also claimed to be reporting accurate information to credit reporting agencies yet I have attached proof from their own website that shows receipts of payments made. I have also included a screenshot from a reporting agency showing incorrect missed payments that I have disputed multiple times despite Upgrade reporting this information as correct, purposely damaging my credit. I am sure Upgrade is aware of FCRA violations.

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

  

  Business Response

  Date: 11/10/2023

  Hi ***********,
  
  Thank you for your additional correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3073.
  
  We carefully reviewed the details of your credit reporting claim and found that the information reported to the credit bureau is accurate and as such we are not able to remove the information from your credit report.
  
  We received your email correspondence on October 23, 2023, however, we did advise in that email communication that we would need to speak to you to provide additional updates.
  

  Please contact our Customer Advocacy Team at your earliest convenience by dialing **************, Monday- Friday, 7am-6pm MST.
  
  Thank you, 
  
  The Upgrade Team

• Initial Complaint

  Date:10/23/2023

  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.

  This account was settled and paid in full for the settlement amount and they still have not reported to the credit bureaus of this, its showing the last time upgrade reported was in august. This account needs to show closed and SETTLED on my credit report ASAP.

  

  Business Response

  Date: 11/01/2023

  Hi *****,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3087.
  
  We would like to confirm that your remaining balance on your Upgrade Card account ending in **** was brought to $0. This account was last reported to the credit bureaus on August 31, 2023 as Closed Account/Zero Balance.
  
  We carefully reviewed the details of your credit reporting claim and found that the information reported to the credit bureaus is accurate. Please allow ***** days from August 31, 2023, for the credit bureaus to update their records.
  
  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: 11/01/2023

  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:10/23/2023

  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 a cardholder with this company, I called them to change my phone number/address and was told I would get an email with instructions on how to make the changes. Well, the email asked for "a Government Issued ID and A photo of yourself holding a note with your UPGRADE account details" I sent it and they are refusing to update my information because they said my full arm is not showing. My arm is bent so it doesn't look the full arm. My arm doesn't Identify who I am you they a photo of me and my id. I cant make payments online because of this.

  

  Business Response

  Date: 11/01/2023

  Hi ********,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3088.
  
  We want to thank you for providing us with your feedback and letting us know that our service did not meet your expectations. We will use this feedback in order to improve our overall customer experience. We appreciate you taking the time to bring this to our attention.
  
  We would like to confirm that your phone number was successfully updated on October 25, 2023. 
  
  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:10/19/2023

  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.

  So on Sept 14, 2023 I submitted a check to pay off my 7k balance. On October 2,2023 the $7k was processed and zero out my balance. At the time I had a 10k credit limit. On October 18, 2023 I received a letter stating that my credit line was reduced to $4k. As a result, my credit score plunged due to this action. The reasons provided of a history of credit inquiries excessive, chapter 7 delinquent accounts, and etc. The reason provided is not sufficient since I received this credit account at the time of my chapter 7 filing and I have never been delinquent on this account or any of my other credit accounts since my credit filing of June 2019 of a chapter 7. To recap, I have never been delinquent on anyone of my upgrade accounts. This action has caused a hardship on my credit. I am requesting that my credit line be reinstated to retain my credit score back to what it was stated as prior to this action. This is an unfair credit practice by upgrade and I am very upset my this companys action.

  

  Business Response

  Date: 10/27/2023

  Hi ******,
  
  Your reference number is 3079.
  
  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. Terms of Your Upgrade Card Personal Credit Line, it states, 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.
  
  According to our records, after a routine review of your credit report through TransUnion, you were notified that as of October 17, 2023, your Upgrade Card account limit was reduced.
  
  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 Document
  
  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: 10/27/2023

   
  Complaint: 20751982
  
  I am rejecting this response because:

  According to your response, I was approved for this card line of credit following my bankruptcy. Thus, the same accounts have been in place since June 2019 when I obtained this credit card with the discharged debt. Please check my credit report for verification that I do not have any delinquent accounts. There have been recent inquiries regarding a mortgage loan. The attached proof shows that I do not have any delinquent accounts or collections. After I paid $7k to zero out my account, my credit line decreased. In order to harm my credit score, I reduced my credit line from 10k to 4k.  
  
  My account do not have balances, check your records again. All of my other credit cards increased my credit line after making large payments. This is an act of unfair credit practice! This needs to be resolved and explained accurately. 
  

  
  
  From Upgrade, Thank you for opening your Personal Credit Line from **************** through Upgrade, Inc. Based on an internal review, your credit line has been reduced to $4,000.00, for the following reason(s):
  Serious delinquency, and public record or collection filed. Too many inquiries last 12 months. Too many accounts with balances. Length of time revolving accounts have been established
  

  From reporting:

  Collections
  If you've fallen behind on payments, your account could be sent to a collections agency. This can have a big impact on your credit score.

  Clean slate! As of Oct. 27, 2023, you have no collection or high balance accounts on your credit report.

  
  Public Records
  Things like bankruptcies and legal judgments against you can show up on your credit report and do some damage to your score.
  Chapter 7 Bankruptcy:
  Bankruptcy
  Jun. 07, 2019
  $0.00
  Discharged

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

  

  Business Response

  Date: 11/03/2023

  Hi ******,
  
  Thank you for your additional correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3079.
  
  According to our records, after a routine review of your credit report through TransUnion, you were notified that as of October 17, 2023, your Upgrade Card account limit was reduced due to multiple factors affecting your credit report outside of Upgrade. 
  
  As previously stated, 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 Document
  
  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: 11/06/2023

   
  Complaint: 20751982
  
  I am rejecting this response because: I am seeking a valid answer to my complaint and not a repeat to your first response. My question is still not answered, I look forward to a follow up.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:10/18/2023

  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 was deceived by the Yelp representative who reached out to me to have my company listed on Yelp.com. She has set up the listing and set a 500$ marketing budget while committing that there will be a 900$ promotional credit posted to the account to cover that cost. Being skeptical of the whole thing I emailed the representative and requested to terminate the campaign and stated I did not want to proceed. Several days later I got an invoice for $416.77. I contacted Yelp customer service right away, presented the evidence of the termination request, and was told that credit would be issued. A few more days passed and I received an email that no credit would be issued. At this point, I have contacted my credit card company Upgrade, and filed a dispute. After the dispute was initiated Yelp customer service reached out to me and offered to credit half the amount which I refused since full credit was due. Then my credit card company Upgrade *** closed my dispute in favor of Yelp with an explanation that since I have used Yelp in the past almost 9 months prior and had a charge of 100$ then it must be that this charge was also correct even though i have provided them with ample evidence of wrongdoing.Complaint taken in dictation by BBB rep **

  

  Business Response

  Date: 10/27/2023

  Hi *****,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3075.
  
  We reviewed the issue you reported to us and have concluded our investigation at this time. We determined that your card dispute will remain declined. We investigated with our Disputes Team and determined that insufficient evidence was provided to support your claim.
  
  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: 10/27/2023

   
  Complaint: 20748251
  
  I am rejecting this response because: I provided sufficient documentation including a written response via email to YELP requesting termination of the campaign prior to any charges being accrued given false pretenses that their representative set up the campaign under. Your representative falsely claimed that they had a legal acceptance of the terms which they didnt and YELP terms state that written request for termination is a sufficient means. Your representative also claimed that the reason my dispute for declined is that 8 months prior I had a charge from YELP for 106$ that I never disputed which is an absurd reason to decline a legitimate claim when 416$ was billed for a campaign I didnt agree to, YELP rep ****** me when setting it up and I in writing requested to terminate 2.8.2023 which is way before any charges were accrued (charges that should not have been accrued anyway because their rep claimed there would be 900$ in credit on the account). The chain of email communication with YELP has been submitted to your company and it clearly shows my claim is legitimate. In the process of the dispute YELP reached out to offer me 50% credit if I dropped the dispute as well which I declined because I believed that my credit card company would stand up for its client given all the evidence presented. I will continue to challenge this finding including through small claims court and reviews on ****** and internet overall presenting all communication I have so others can see how you treat your customers before signing up for your products/services. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/03/2023

  Hi *****,
  
  Thank you for your additional correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3075.
  
  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.
  
  As previously stated, we investigated with our Disputes Team and determined that insufficient evidence was provided to support your claim. We determined that your card dispute will remain declined
  
  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: 11/06/2023

   
  Complaint: 20748251
  
  I am rejecting this response because: determination youve made is inaccurate. A written request to terminate has been submitted to you yet you state not enough information has been submitted. It is completely absurd. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/17/2023

  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.

  Upgrade blocked my Triple Cash card and basically closed it because I lost my job and my credit took a hit. *** never missed a payment, and ive never done anything wrong to harm Upgrade. My bill is paid every month. They reduce my credit limit on my Cash Rewards card any time I use it. I have not used it in a while. Today I used it, and they reduced my credit limit to less than the balance from the transaction. So now Im over my credit limit. Again, my bill is paid on time every month on both cards. They are both on auto pay and always have been. No late payments. I have tons of credit cards and none of them are this unethical. I get my credit score took a hit because some of my cards got maxed out and one was charged off. But none of those have anything to do with my Upgrade account. I shouldnt be punished for that. I would like my triple cash card reactivated, and my cash rewards credit limit restored to where it was. You are only hurting my credit further. I have a job again. I am paying my bills. My credit is much higher now than 6 months ago, yet you reduce it again now.

  

  Business Response

  Date: 10/24/2023

  Hi ********,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3071.
  
  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. Terms of Your Upgrade Card Personal Credit Line, it states, 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.
  
  According to our records, after a routine review of your credit report through TransUnion, you were notified that as of October 17, 2023, your Upgrade Card account limit was reduced.
  
  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 Document
  
  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: 10/25/2023

   
  Complaint: 20742831
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/26/2023

  Hi ********,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3071.
  
  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. Terms of Your Upgrade Card Personal Credit Line, it states, 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.
  
  According to our records, after a routine review of your credit report through TransUnion, you were notified that as of October 17, 2023, your Upgrade Card account limit was reduced.
  
  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 Document
  
  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday through Friday, 7am-6pm MST, or email *************************************.
  
  Sincerely,
  
  Upgrade, ***

• Initial Complaint

  Date:10/15/2023

  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.

  This credit company upgrade was informed my information was hacked and two upgrade accounts were opened with my info. I told them they are not mine but they won't take it off my 3 credit reports. By the time I realized these accounts it was too late to do anything. They went to collections and 2 companies are trying to go after me but can't verify anything. All I want is them to remove the accounts off of my 3 credit reports. Both upgrade accounts.

  

  Business Response

  Date: 10/24/2023

  Hi *******,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3063.
  
  We would like to confirm that we received your identity theft claim.
  
  At this time, we are processing your claim. Once additional information becomes available, our ***************** will contact you via email with their 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 *************************************. 
  
  Thank you, 
  
  The Upgrade Team
  

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20736671
  
  I am rejecting this response because:
  It doesn't matter if it's fraud or not. It's not mine. They can do their investigation but they were already given that chance. And they claim it's mine. It's not. I'll be satisfied once both accounts of their's is removed from my three credit reports. Or I will keep pushing this issue. Also they reported it was sold or transferred. That would be a contract breach which they broke. It belongs to another company therefore it needs removed from my records and credit report. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/27/2023

  Hi *******,
  
  Thank you for your additional correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3063.
  
  We want to thank you for providing us with your feedback and letting us know that our service did not meet your expectations. We will use this feedback in order to improve our overall customer experience. We appreciate you taking the time to bring this to our attention.
  
  We would like to confirm that we received your identity theft claim.
  
  At this time, we are processing your claim. Once additional information becomes available, our ***************** will contact you via email with their findings and next steps.
  
  As noted in your Credit Line Agreement, section 22. Assignment, it states:
  
  You may not assign or transfer your rights or obligations under this Agreement without our prior written consent. We may assign or transfer all or a portion of this Agreement and the related documents to a third party or an affiliate. Our rights under this Agreement shall inure to the benefit of our successors and assigns and your obligations under this Agreement shall be binding upon your heirs, personal representatives and permitted assigns. Promissory Notes under this Agreement may be sold, transferred or assigned by us.
  
  This information is available in your loan documents available in your dashboard at Upgrade.com.
  
  To view your loan documents 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 *************************************.
  
  Thank you, 
  
  The Upgrade Team
  

  Customer Answer

  Date: 10/30/2023

   
  Complaint: 20736671
  
  I am rejecting this response because:
  It's not my loan. Neither one of the two. Plus I don't get why it's ok for you to sell or transfer debt but the loan person cannot? Please remove from my credit report since you transferred it and it doesn't belong to either of us. If the collections wants to wreak havoc on my report I'll deal with them then. But you sold it it isn't your problem anymore. So delete your info off of my reports. Thank you.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/14/2023

  Type:Order 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.

  My account has been suspended for almost 4 months , I provided them all the information they needed after I file a complaint with BBB , but I haven't heard anything from them since then. Please help me out in this matter if you can because I have money stuck in my checking account and I don't have access to it.

  

  Business Response

  Date: 10/20/2023

  Hi *****,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3061.
  
  We want to thank you for providing us with your feedback and letting us know that our service did not meet your expectations. We will use this feedback in order to improve our overall customer experience. We appreciate you taking the time to bring this to our attention.
  
  On October 19, 2023, an email was sent to the address on file with information regarding the status of your account with ********************. We ask that you please review the correspondence for more information.
  
  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: 10/20/2023

  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:10/13/2023

  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.

  After changing phone numbers, I tried logging in to update the information. However, the verification code would be sent to a phone number to which I no longer have access. So, I called. I verified my identify via the phone with my name, address, birthdate, SSN. But Upgrade was unable to update a simple phone number. Instead, I was told I needed to send a copy of my driver's license and a picture of myself holding up my account details. However, I cannot access those account details because I cannot log into my account or do anything related to my account without an accurate phone number.I was told I could email a specific email address and ask for a paper statement. So, I did. And I received a response to that email telling me I could reach out to that very same email address and request a paper statement. Again, that is exactly what I was doing in my original email.I am unable to log in to see my account details. I am unable to change a simple phone number, even with all of the information I provided on the phone to verify my identity. So I can't even make a payment to my account since I cannot access any of it.I have emailed who I was told to email and nothing. I updated my personal information with other creditors and even my own banking institution without issue. I do not understand why this simple change is so complicated with Upgrade. Unless, of course, it's to make sure payments can't be made on time, despite the consumer doing everything under the sun to do just that.

  

  Business Response

  Date: 10/20/2023

  Hi *******,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3060.
  
  We want to thank you for providing us with your feedback and letting us know that our service did not meet your expectations. We will use this feedback in order to improve our overall customer experience. We appreciate you taking the time to bring this to our attention.
  
  We would like to confirm that on October 18, 2023, we sent out a copy of your billing statement to your address on file. Please allow 5-7 business days from October 18, 2023 for standard mail delivery.
  
  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: 10/27/2023

   
  Complaint: 20732837
  
  I am rejecting this response because it's now been your seven days and surprise, surprise ... I still have nothing. And no way to change a simple. phone number.

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

  

  Business Response

  Date: 11/03/2023

  Hi *******,
  
  Thank you for your additional correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 3060.
  
  We would like to confirm that on October 18, 2023, we sent out a copy of your billing statement to your address on file.
  
  If you still have not received your billing statement please contact our Upgrade Customer Advocacy Team at your earliest convenience by dialing **************, Monday through Friday, 7am-6pm MST, or by email at *************************************. 
  
  Thank you,
  
  The Upgrade Team

  Customer Answer

  Date: 11/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and despite never receiving this document in the mail, I was able to change my phone number via a customer service rep.
  
  Sincerely,
  
  *****************************