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:05/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was approved 11/2024 for a credit card , the application did not have anywhere to put in a mailing address only physical address, so as soon as i was approved i tried to get ahead of the situation knowing from past experience that the card would be returned undeliverable and i would have to wait for a new one to ship. I was informed they couldnt do it i had to wait 48hr i called again and they said they couldnt because i had applied for a loan , I informed them I had NEVER applied for a loan ! They said i ad to wait until that application expired to change address. i made several more attempts always another excuse until i just gave up . I Received and email today letting me know of changed late fees so i called and told them ive never received a card could they please update my mailing address and they informed me they cant because its a PO Box and they dont allow po boxes!? At no point was i ever informed of this so clearly they have incompetent uninformed employees and why in the world would they not send to po boxes!!!? Needless to say I closed my nonexistent account !

  

  Business Response

  Date: 05/29/2025

  Hi ****,  
  

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

  Your reference number is 6011.
  

  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 your Upgrade Card account is closed. Please note that it may take the credit bureaus ***** days to update their internal information.
  

  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:05/22/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received notification yesterday after attempting to take a consolidation loan out with Upgrade after they said I was preapproved that they have suspended my Checking account with all my money in it. A few days prior I attempted to change my permanent address and they requested pictures of me holding a piece of paper with my account information, copies of my drivers license and even a copy of a most recent bill. I am surprised they didn't ask me to have a video of me doing the hokey pokey. They will not give me any reason other that suspicious activity and tell me it will not be looked at for at least 15 days. I just moved into a new house and will now miss my monthly payment because they are holding my paycheck that was just deposited hostage. They will not allow me to talk to an investigator to provide additional information or look into it. They claim their only method of communication with their investigators is via email. They will also not escalate a call to a supervisor. I now have to wait for 15 days for them to even look at while my funds are frozen. I even asked them they saw an upcoming deposit was taking place to at least let me transfer the money to an established account I had been doing transfer between already. Every other bank out there does fraud protection and it is a good tool but you can at least call them and verify information to get it reinstated quickly. Even requesting legal means will take over 90 days. I would have never used them as my primary account had I known these were there business practices.

  

  Business Response

  Date: 05/28/2025

  Hi ******, 
  

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

  Your reference number is 6008.
  

  We sincerely apologize that your recent experience did not meet your expectations. Your input is valuable, and we will use it to help improve the overall customer experience.
  

  Wed like to confirm that on May 16, 2025, a security measure was triggered on your Rewards Checking account, which required additional verification. These security protocols are in place to help safeguard your account and personal information.
  

  On May 20, 2025, you spoke with a member of our Deposit Servicing team, who provided the necessary details regarding the verification process. We understand that these types of measures can be frustrating, and we truly apologize for any inconvenience they may have caused.
  

  Were pleased to let you know that the restriction on your account was removed on May 23, 2025. At Upgrade, our goal is to deliver a positive and seamless experience for all of our customers. We appreciate your patience and understanding, and we look forward to serving you better in the future.

  If you have 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: 05/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:05/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a checking and savings accounts with **********************. I also opened a secured credit card. Without my knowledge upgrade had an affiliation with **************** called Custodial deposit program. Upgrade had transferred my money to that bank with account number ********** and subsequently suspended the account since October/ November last year. I have requested to upgrade to give me access to my own money, and also this money was taken out of my account without my permission

  

  Business Response

  Date: 05/27/2025

  Hi *******, 
  

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

  Your reference number is 5977.

  We apologize for any inconvenience this may have caused.

  We understand your concerns regarding access to the funds in your account and recognize the urgency of your request. Our team is currently reviewing your account, and we will keep you informed with any updates via email as soon as they become available.

  While were unable to provide a specific timeframe for the completion of our review at this moment, please know that resolving this matter is a priority for us.

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

  We appreciate your patience and understanding while we resolve this matter.
  

  Thank you, 
  

  The Upgrade Team 

  
  

• Initial Complaint

  Date:05/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My current account is being reported as delinquent by this company to the credit bureaus. Attached are my documents that reflect on time payments. Alsoreflected are the initial payments of $80 that were due monthly of which now have increased to 3$924 And or $1690. I have not missed a payment on this account. Please see the documents below. I am asking that the file information be removed from my report immediately I will continue to resolve balances on this account.

  

  Business Response

  Date: 05/27/2025

  Hi ******,
  

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

  Your reference number is 5979.

  We apologize for the inconvenience this may have caused.

  The Upgrade Card has a fixed rate, a fixed term, and a fixed monthly payment per draw. Your minimum monthly payment is the sum total of each draw. This means that your minimum monthly payment will increase each month that transactions occur until your draws reach maturity or the balance is paid in full.
  

  We would like to confirm the details of your billing history and participation in our hardship assistance programs:
  

  - Your initial billing statement, dated March 31, 2021, reflected a minimum monthly payment of $140.74.
  - On March 21, 2022, you were enrolled in a three-month hardship program, during which your minimum monthly payment was reduced to $107.45. This reduced payment amount remained in effect from March 21, 2022, through May 21, 2022.
  - On March 21, 2023, you were enrolled in another three-month hardship program, with your monthly payment further reduced to $18.58 for the period of March 21, 2023, through May 21, 2023.
  - We can confirm that you successfully completed the hardship program on June 16, 2023.
  

  As outlined in the Hardship Disclosure, it states:
  

  After successful completion of the Hardship plan, your reduced monthly payment will result in the accrual of additional amounts and may cause an increase to your original contractual maturity date based on each individual successful monthly hardship payment.
  

  Through the duration of your hardship plan, we will temporarily suspend credit reporting. We will not be reporting any payment information to the credit reporting agencies until after the hardship plan is complete.  Your hardship plan will not change any negative information that was previously reported to the credit reporting agencies. 
  

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

  We appreciate the opportunity to address your concerns.

  Thank you, 
  

  The Upgrade Team

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23357973
  
  I am rejecting this response .

  Upgrade is reporting 30 to 59 days without payment to this account. This information is inaccurate please provide proof of no payment 30 to 59 days,  

  If you cannot provide proof, Im asking that you respectfully remove the inaccurate documentation from my  credit report 

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

  

  Business Response

  Date: 06/02/2025

  Hi ******,
  

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

  Your reference number is 5979.
  

  We sincerely apologize for the inconvenience this may have caused.

  Wed be glad to discuss the details further with you. When its convenient for you, please reach out to our Customer Advocacy team and we will be happy to review the payment information together.

  You can contact our Customer Advocacy Team directly 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:05/19/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I AM NOT LIABLE FOR THIS DEBT WITH UPGRADE *** I DO NOT HAVE AN ACCOUNT WITH ************************* THEY DID NOT PROVIDE ME WITH ORIGINAL CONTRACT AS REQUESTED

  

  Business Response

  Date: 05/27/2025

  Hi *******, 
  

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

  Your reference number is 5974.

  We apologize for the inconvenience this may have caused.

  We would like to confirm that you applied for a personal loan with Upgrade on July 15, 2021, and were approved on August 25, 2021. We have reviewed your account with ******************** and would like to confirm that it is accurately reporting to the credit bureaus. On or about July 25, 2022, your account was 120 days past due and was charged off. On or about August 23, 2022, the debt was sold to **************************

  Please note, the sale and assignment of your account does not alter the terms and conditions of your account or your outstanding loan through Upgrade.
  

  As noted in your Borrower Agreement, section 9. Assignment, which you electronically signed at the time of your application, 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.
  
  To view your loan documents In your Upgrade Account dashboard, please follow the steps below:
  
  - Login to your Upgrade Account
  - Select "View Loan Documents"
  

  All payments and correspondence for your Upgrade account ending in 1197 should be directed to:
  

  **************************
  ************************
  ***************
  **************
  *********************************************

  If you have any additional questions, please contact ************************** directly at **************, or by email at *********************************************.

  Thank you,

  The Upgrade Team

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upgrade mistakenly ***orted 3 late payments to the credit bureaus and when I contacted them in October 2024 they filed a dispute and apologized for all 3 over 30 day late payments ***orted. I follower up around November 4th 2024 and was apologized to again. Upgrade *** said this should be off my credit ***orts in about 30 or 60 days, I dont remember exactly. Meanwhile I just realized theyre all still there!!! All 3! And the *** today ****** is now saying I was late once in 2023 and once in 2024. And he cant speak for why the other operator apologized and filed the dispute. Then he said he couldnt see all the notes after, lying, because he started to read it aloud stating it would be removed and stopped. Even if I was late in 2023 why is it just ***orting? And why are there 3 ***orted late payments? He couldnt explain. And why did someone tell me it was a mistake and apologize (noted) and file the dispute??? I always had a 100% payment history and this brought it down to 99. Does that sound like someone late 3 times and Ive taken out another loan since! They need to be held accountable legally and immediately.

  

  Business Response

  Date: 05/23/2025

  Hi Tifphanie, 
  

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

  Your reference number is 5978.
  

  We apologize for the inconvenience this may have caused.

  We carefully reviewed the details of your credit reporting claim and will be proceeding with updating our internal records.
   
  We submitted a correction request to Transunion, Equifax, and Experian. Please be advised that it may take the credit bureaus 30 to 60 days for the correction to be reflected on your credit report.
  

  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: 05/24/2025

   
  Complaint: 23351473
  
  I am rejecting this response because: I want you to have it removed from my credit, sure, but I want the business to do more and better because this is the second time theyve promised to do this! There are notes and records of Upgrade saying the same thing back in November and its still on my credit. How is this acceptable?
  
  Sincerely,
  
  ********* ******

  

  Business Response

  Date: 05/30/2025

  Hi Tifphanie, 
  

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

  Your reference number is 5978.
  

  We sincerely apologize for the inconvenience this issue has caused and understand how frustrating it must have been to experience it more than once.

  Please know that your concerns have been taken seriously, and we are actively working to ensure this does not happen again. Your experience matters to us, and we are committed to improving our processes to better serve you moving forward. Thank you for your patience and understanding.

  If you have any additional questions, please do not hesitate to contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************. 
  

  We appreciate your patience and understanding during this process.
  

  Sincerely,
  

  The Upgrade Team

  Customer Answer

  Date: 06/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. As long as its removed. 
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company do is not in the BBB and this has been placed on my credit report. I need to have this removed because this information is not accurate at all. I would also like to report this to the BBB so this company cannot continue to do this to other people.

  Customer Answer

  Date: 05/19/2025

  I'm not liable for this debt with Upgrade **** I do not have a contract with ******** Debt Buyer. LP. they did not provide me with the original contract as I requested.

  

  Business Response

  Date: 05/23/2025

  Hi *******, 
  

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

  Your reference number is 6009.
  
  We would also like to confirm that you applied for a personal loan with Upgrade on October 3, 2022, and were approved on October 4, 2022. We have reviewed your account with ******************** and would like to confirm that it is accurately reporting to the credit bureaus. On or about September 16, 2024, your account was 120 days past due and was charged off. On or about October 16, 2024, the debt was sold to **************************

  Please note, the sale and assignment of your account does not alter the terms and conditions of your account or your outstanding loan through Upgrade.
  

  As noted in your Borrower Agreement, section 9. Assignment, which you electronically signed at the time of your application, 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.
  
  To view your loan documents In your Upgrade Account dashboard, please follow the steps below:

  - Login to your Upgrade Account
  - Select "View Loan Documents"
  
  All payments and correspondence for your Upgrade account ending in 9697 should be directed to:

  *************************
  PO Box 788
  Wall, *******; 07719
  **************
  ****************************************************

  If you have any additional questions regarding your account, you can contact ********************, LLC directly by phone at **************.

  We appreciate the opportunity to address your concerns.

  Thank you,

  The Upgrade Team

  
  

• Initial Complaint

  Date:05/19/2025

  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.

  Your automatic dialing systems ****, are duplicative and waste my time! Asking me to punch in the same info more than once when using the automated system is a waste of my time. Once I accidentally hit the wrong digit and instead of prompting me to re enter instead or just a hung up on me. The hoops I had to jump through just to speak a regular person. How hard it is to find your phone number online. Stop disrespecting your customers in every way way possible and trying to cheap out with dumb dialers.

  

  Business Response

  Date: 05/23/2025

  Hi  *****,
  

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

  Your reference number is 5959.

  Were sorry to hear about your experience and understand how frustrating it must have been to navigate the automated system. We sincerely apologize for any inconvenience it caused.
  

  After reviewing the matter further, we do see that you were able to connect with one of our representatives on May 17th, who assisted in providing the mailing address for your payoff payment. Were glad you were able to get the support you needed, and we truly appreciate your patience.
  

  Your feedback is important, and well make sure its shared with the appropriate team.
  

  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: 05/26/2025

   
  Complaint: 23347941
  
  I am rejecting this response because:

  Stop routing is to your automated system! It's junk and wastes our time as consumers. 

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

  

  Business Response

  Date: 05/30/2025

  Hi *****,
  

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

  Your reference number is 5959.
  

  Thank you for taking the time to share your feedback. We sincerely apologize for the inconvenience and frustration caused by our automated system.
  

  We fully understand your concerns and want you to know that your experience matters to us. Your feedback has been shared with the appropriate team, and we are actively working to improve our systems and ensure a smoother experience moving forward.
  

  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:05/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  UPGRADE *** HAD HACKED MY BANK ACCOUNT OF ****** DOLLARS ON MY BANK ACCOUNT IS ********* NA FDIC AND ITS BEEN A PROBLEM WITH THE COMPANY TRYING TO TELL ME THAT THERE NOT A BANK!! WELL HOW DID YOU END UP WITH MONEY THAT WAS TAKEN FROM YOU!! AND ITS ON MY BANK STATEMENT TRANSACTION FILE OF IT WAS THAT YOU TOOK IT OUT ON APRIL 24 th 2025 AND ITS GOT YOUR LOCATION OF YOUR COMPANY AND SO WHY !!!?? ELSE ARE YOU NOT GIVEING MY MONEY YOU STEAL!!!? SPECIALLY FROM A DISABLED PERSON THAT DONT MAKE ALOT FROM SSIDI BENEFITS THAT I GET FROM SSA FOR WHAT H*** I HAD TO GO THROUGH TO GET THIS MONEY!!? WISHING I WAS NOT HAVEING TO BE APPROOVED FOR THE **** I HAD IS BEAT TO DEATH!! AND LEFT FOR DEAD!! AND **** FLIGHTED TO **** IN ************ FOR 6 DAYS!! PLEASE IVE DID EVERY THING TO DO WHAT I CAN BEST TO GET MY MONEY RETURNED BACK TO BANK ACCOUNT PLEASE ITS ALL I ASK IS TO RETURN MY SSIDI FUNDS ITS NOT YOURS TO TAKE ITS FRAUD AND ID THEFT!! THANK IF YA NEED MORE INF: PLEASE FEEL FREE TO CALL ME ANY TIME

  

  Business Response

  Date: 05/21/2025

  Hi *****, 
  

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

  Your reference number is 5958.
  

  We apologize for the inconvenience this may have caused.

  We have received your identity theft claim submitted on 5/16/2025. To ensure we are able to review your claim accurately and efficiently, we kindly request additional information and documentation from you.
  

  Please provide the following:
  

  1. A color copy of your government-issued ID.
  2. Either: A copy of the filed police report, or
  3. A signed and dated Identity Theft Affidavit (available at *********************).
  

  You may choose to support your claim with either a police report or an ID Theft Affidavit. However, please ensure that whichever document you provide specifically identifies Upgrade as the institution where your personal information was used without your knowledge or consent.
  

  In addition, please address the following question by completing the attached form or by responding directly to this email. This will allow us to append your answers to the police report or ID Theft Affidavit:
  

  Please provide an explanation, along with any supporting documents, as to why you believe your information was used without your knowledge or consent to open this account.
  

  You can submit the requested documentation via email to ********************************** or by standard mail to the following address:
  

  Upgrade, Inc.
  Attention: ID THEFT
  **********************************************
  *******, AZ 85004
  

  Please note that if we do not receive the required documentation within 10 days from the date of this notice, we will conclude our investigation based on the available information.
  

  If we do not receive sufficient information to substantiate your claim, we may close it. Should additional documents be provided after the claim has been closed, we will issue a new case number and notify you accordingly.
  

  Please be aware that further information may be required as we continue to review your case. We may reach out to you through email, phone, or mail if additional documentation is necessary.
  

  If you have any questions regarding your claim, please contact our Identity Theft Claims team:
   
  Phone: **************
  Email: ***********************************************************

  We appreciate your patience and understanding.

  Thank you,

  The Upgrade Team

• Initial Complaint

  Date:05/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a $18,000 line of credit with Upgrade that was easy to obtain initially, and I was enrolled in autopay to ensure consistent, on-time payments. Despite maintaining good standing, Upgrade unexpectedly and drastically reduced my credit line from $18,000 to just $1,000 without any warning, explanation, or change in my behavior. At the time, my balance was over $6,000, and this sudden reduction severely impacted my credit score by maxing out my utilization ratio overnight. This decision felt arbitrary and irresponsible, especially for a company claiming to support financial health. Thankfully, my credit has since recovered thanks to more transparent and consumer-friendly institutions but I will not be using Upgrade again, nor would I recommend them to anyone who values stability and communication in their financial relationships.

  

  Business Response

  Date: 05/19/2025

  Hi ***,
  

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 5938.

  We took a look into this, and it appears your credit line was decreased through a periodic review of your account. We understand this can be frustrating when you are trying to improve your financial situation, and we apologize for any inconvenience this may have caused. 
  
  To better understand why your credit line was decreased, 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:
  
  1. Login to your Upgrade Account
  2. 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