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:07/22/2025

  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.

  I recently reviewed a copy of my credit report and was shocked to find I had been the victim of identity theft this account does not belong to me. Please remove this from my credit report this is hurting my ability to obtain credit.

  

  Business Response

  Date: 07/24/2025

  Hello BBB Representative,
  
  Thank you for the opportunity to respond to the concerns of **** ****. We take the concerns of our customers seriously.
  
  Please be advised that a detailed response is being prepared to address Ador Riaks concerns and will be sent to the complainant directly once complete.
  
  If you or Ador Riak have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  Upstart
  
  
  
  
  

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23634525
  
  I am rejecting this response because:
  
  Sincerely,
  
  Ador Riak

  Customer Answer

  Date: 07/25/2025

  Need a resolution to my complaint to upstart.

• Initial Complaint

  Date:07/17/2025

  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.

  I initally contacted Upstart after the Wildfires had occurred in *******************, thereof Jan 10, 2025, and asked for assistance with payments for two loan accounts due to home displacement. At that time, Upstart seemed willing to help, and I was placed on " Temporary Relief" for Jan 9, 2025 through March 9, 2025 ". I then made the applicable payments after the Temporary Relief period ended, but then the discrepancies of payment record started to begin. Upstart listed me as not making adequate payments for March, April , May and beyond. This is not true. During the Relief period they reported to the Credit Bureaus as 65+ days late. In addition, one of the loan accounts was reported to the CB's, because I did not include a $15.00 late fee with the regular payment, and one loan account did not show payment, because the *** applied the phone payments to one loan account and did not process a payment for the 2nd acct, after she advised that scheduling online payments with her would bring both accounts back to standard, after the Temporary Relief program ended. As of today, 7/17/2025, notification from the CB's list my accounts as past due for March, ****** **** June and July-2025. This is inaccurate. I have Bank statements proof that payments were deducted from my bank account. I have complained to Upstart many times via email to their loan operations ***** and received harrassing emails in response. On April 17, 2025, I asked them to desist such *********** of today, 7/17/2025, I called Upstart to find out the status of my most recent complaint- July 9, 2025, and The *** advised that the complaint is active, but no resolution. This is unacceptable, as Upstart has negatively impacted my CB reporting and rating. Rest assure, when both my loans are paid off, I will never utlilize this **************************** again!, and BBB should be made aware of their financial unfit practices.

  

  Business Response

  Date: 07/18/2025

  Hello BBB Representative,
  
  Thank you for the opportunity to respond to the concerns of ******** *******. We take the concerns of our customers seriously.
  
  Please be advised that a detailed response is being prepared to address ******** Craytons concerns and will be sent to the complainant directly once complete.
  
  If you or ******** Crayton have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  
  Upstart
  
  

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23616230
  
  I am rejecting this response because: I have reviewed a most recent update to my credit profile with the 3 credit bureaus, and have read where Upstart still has 30 days delinquent listed, now in particular June 2025. Again, this incorrect and I continue to stand by my initial complaint submitted on 17th July 2025. 

  Again, I would like a detailed explanation as to the Representative that took the payments and were not applied correctly, thus resulting in negative credit reporting. 

  Additionally, I would also suggest Upstart listen to  call conversations for review and accuracy of my complaint, and correct the credit reporting for months, March- July 2025.
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 07/25/2025

  Hello BBB Representative,
  
  Thank you for the opportunity to respond to the concerns of ******** *******. We take the concerns of our customers seriously.
  
  Please be advised that a detailed response is being prepared to address ******** Craytons concerns and will be sent to the complainant directly once complete.
  
  If you or ******** Crayton have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  
  Upstart

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23616230
  
  I am rejecting this response because:

  In reply to the last response that Upstart has submitted, I have yet to receive a comprehensive explanation in regards to their inaccurate credit bureau reporting, and payments not applied correctly.

  Therefore, I continue to stand by my initial complaint.

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

• Initial Complaint

  Date:07/17/2025

  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.

  My name is ******** ********* ********** and I am a victim of identity theft. I did not open or authorize any of the following accounts currently appearing on my credit report. These include multiple accounts under ********** as well as accounts under **************** ********************** ******** *************** ***** ****************************** Upstart Network **************** and more. I did not apply for these accounts nor did I receive any goods or services. I have no connection to these debts. This situation has caused me stress and financial harm and I am requesting that these accounts be investigated removed and blocked from my credit report. I have not shared my information with anyone and I do not know how my identity was stolen. I am filing this report to take action and prevent further damage. I am available for further information if needed.

  

  Business Response

  Date: 07/18/2025

  Hello BBB Representative,
  
  Thank you for the opportunity to respond to the concerns of ******** **********. We take the concerns of our customers seriously.
  
  Please be advised that a detailed response is being prepared to address ******** *********** concerns and will be sent to the complainant directly once complete.
  
  If you or ******** Altamirano have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  
  Upstart
  
  

• Initial Complaint

  Date:07/15/2025

  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.

  On Wednesday, July 9, we applied for a loan through Upstart. We chose Upstart after reviewing accrediation by the BBB and reviews compared to other personal loan lenders. The process seemed simple and without issue. After the application was completed on July 9, the website instructed us to return to the website in 24 hours to review determination due to the high volume of applications. On Thursday, July 10, we returned to the website to find we were approved for a loan with a value up to $8900 - initially applied for $7500. We were having issues selecting the correct loan amount, at which time I called Upstart to discuss. They were able to assist and troubleshoot - we needed to be using ****** Chrome or Firefox instead of ********* Edge. We were able to complete the loan later that evening - July 10. The loan documents were signed, credit checked, and we were notified that the funds had been released to our bank. We were required to log into our bank through the Plaid platform used by Upstart for funding - there were no issues with this. The Upstart website showed the loan on our account - expecting $7832 after the origination fee - and stated that it may take 1-3 business days for the funds to arrive - expected between July *****. We contacted Upstart again on Friday, July 11 in the afternoon to verify that the loan was complete, active, and the funds were released to our bank account - it was verified that all of the above was correct and to expect the funds. The funds didn't arrive Monday, July 14 or Tuesday, July 15. We contacted Upstart on Tuesday, July ************************************ order. The representative informed us that the bank account needed re-verified - I also later saw an email from about 10 am about this. We uploaded a voided check and submitted the bank information. About 2 hours later, we received an email stating the loan was declined. We contacted Upstart and they were unable to provide a valid reason why the loan for this.

  

  Business Response

  Date: 07/16/2025

  Hello BBB Representative,
  
  Thank you for the opportunity to respond to the concerns of **** **********. We take the concerns of our customers seriously.
  
  Please be advised that a detailed response is being prepared to address Jade *********** concerns and will be sent to the complainant directly once complete.
  
  If you or Jade ******************** any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  
  Upstart
  
  

  Customer Answer

  Date: 07/19/2025

   
  Complaint: 23605646
  
  We am rejecting this response because: we never received a response from Upstart. A request was made to speak to a supervisor on Tuesday with a guarantee to hear back within ***** hours. We have had no response from Upstart. 
  
  Sincerely,
  
  Jade & ******* **********

  

  Business Response

  Date: 07/22/2025

  Hello BBB Representative,
  
  Thank you for the opportunity to respond to the concerns of **** **********. We take the concerns of our customers seriously.
  
  Please be advised that a detailed response is being prepared to address Jade *********** concerns and will be sent to the complainant directly once complete.
  
  If you or Jade ******************** any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  
  Upstart

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23605646
  
  I am rejecting this response because we have not received feedback from Upstart. It has been over a week since the request to speak with a manager regarding the approval then denial without explanation and credit check. 
  
  Sincerely,
  
  Jade & ******* **********

• Initial Complaint

  Date:07/11/2025

  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 applied for a personal loan in June. I was approved for said then on July 2nd and was told that my funds had been dispersed as of July 3rd. There have been inquiries placed on my credit report. They have my banking information so that I can start repayments as of July 18th. I have received no funds from this company for the so-called approved loan. I have called the company multiple times only to be told that I had to wait five business days before they could even launch an investigation. They can give me no confirmation of any investigation nor will they call me to let me know how things are going with the supposed investigation. There is no Trace number for the funds transfer or they are refusing to share it with me. When I asked for a call back from a manager I was told that I should receive my call back within 7 to 10 business days which is of course ridiculous. I feel that they are operating fraudulently or at the very least not in good faith as they refuse to give me any information regarding the lack of funds and I'm still on the website as an active user with a repayment plan in place. This has impacted my credit. I want the funds dispersed and placed into my account. If that is not an available option since it is already been beyond the appropriate amount of time per the company themselves, I want the entire thing removed. I want the loan canceled and I want all credit information removed from my credit report. According to the company they have also taken out of my loan funding the origination fee. All of this has taken place yet I have not received a single dime from this company.

  

  Business Response

  Date: 07/15/2025

  Hello BBB Representative,
  
  Thank you for the opportunity to respond to the concerns of ***** *********. We take the concerns of our customers seriously.
  
  Please be advised that a detailed response is being prepared to address ***** ********** concerns and will be sent to the complainant directly once complete.
  
  If you or ***** Frederick have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  
  Upstart
  
  

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23585657
  
  I am rejecting this response because: this loan originated on July 2nd. I have not received any funding yet they continue to send me notices telling me that I owe them money. They have told me that they have filed a funding investigation and when I asked if I could get something that showed that investigation in writing I was told that I would have something emailed to me. That has never happened. I have received no communication from this company regarding this issue. If they have begun a funding investigation or a trace into the funds there should be a tracking number and information to go along with that. Instead I am just given the same response over and over again that it should be completed in 7 to 10 business days and hopefully they'll have information for me. That's not good enough. If they have initiated a funding inquiry or investigation then they should have something in writing to allude to that that they can send to me.
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 07/17/2025

  Hello BBB Representative,
  
  Thank you for the opportunity to respond to the concerns of ***** *********. We take the concerns of our customers seriously.
  
  Please be advised that a detailed response is being prepared to address ***** ********** concerns and will be sent to the complainant directly once complete.
  
  If you or ***** ********* have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  
  Upstart

• Initial Complaint

  Date:07/11/2025

  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.

  I applied for Upstart today and when I went to apply it showed that I applied in 2023. I dont remember ever applying then. But the system had an account with all my information in it and a denial for a ****** loan. It had my old job information in it. When I looked at my credit score back then it was 611 and they denied me. I applied today for a check my rate and I got denied for the same exact reason with a lower credit score. There advertisement says that the will approve people with low to no credit. They even have a credit score listed of 300 or lower. Mine was above the 300 credit score. They kept denying me for delinquency. When I apparently applied in 2023 I had old delinquency from previous to 2023. But my credit score was good. Its been 2 years and my credit score has taken some hits recently. Im trying to get this loan to consolidate all those loans into one and pay on it. The marketing is false advertising. Because it makes it seem that they would approve people with bad credit and such. They even have that they dont check your credit. They dont go on credit. But they are extremely picky with your credit. This company is false advertising and a scam at best.

  

  Business Response

  Date: 07/15/2025

  Hello BBB Representative,
  
  Thank you for the opportunity to respond to the concerns of ******* ****. We take the concerns of our customers seriously.
  
  Please be advised that a detailed response is being prepared to address ******* ***** concerns and will be sent to the complainant directly once complete.
  
  If you or ******* Gray have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  
  Upstart
  
  

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23588276
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ****

  Customer Answer

  Date: 07/17/2025

  They have not contacted me.

  

  Business Response

  Date: 07/18/2025

  Hello BBB Representative,
  
  Thank you for the opportunity to respond to the concerns of ******* ****. We take the concerns of our customers seriously.
  
  Please be advised that a detailed response is being prepared to address ******* ***** concerns and will be sent to the complainant directly once complete.
  
  If you or ******* Gray have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  
  Upstart

  Customer Answer

  Date: 07/20/2025

   
  Complaint: 23588276
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:07/10/2025

  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 bank card info was compromised. I ordered a new debit card from my bank. The bank assured me that any outside account associated w/ my bank account would'nt be affected and that only accounts associated with my debit card would. I had them check Upstart. It was linked to my account. I have automatic payments set up with Upstart but two weeks later, I received an email stating that my payment declined. I checked with the bank and the funds were there. I called Upstart. Their *** processed it again. It declined. I explained to them that I had recently changed my debit card but my account information remained the same. That is when the first Upstart *** told me about issues with *****, the company they use to collect payments. She said in her experience, PLAID is very sensitive when anything happens with someone's account it will decline the payment under the assumption there may be fraud. She said PLAID does this as a security measure, and it happens often with large banks such as mine. I explained that nothing happened with my account and that I only ***laced my debit card. She understood deleted my bank information. Then we put THE SAME bank information back on my Upstart account. This time when she processed it, the funds came out of my account. She waived the $15 late fee automatically added to my account as this was not my fault. I then asked her if my other loan would be affected and she said it should be fine since we had just done this. Two weeks later, my other loan was due. It declined. Again, I checked with the bank, saw the funds were there, and called. The *** read the note on my account then waived the fee and processed the payment again. This ***eated two more times. To my detriment, I was stuck with a $15 fee even though my bank asserts that the money has always been in my account and ready to be paid out. The bank manager gave me a printout as proof. This was escalated twice to no avail. Now they are charging me a late fee on top of the late fee.

  

  Business Response

  Date: 07/15/2025

  Hello BBB Representative,
  
  Thank you for the opportunity to respond to the concerns of Madiona Caesar. We take the concerns of our customers seriously.
  
  Please be advised that a detailed response is being prepared to address Madiona Caesars concerns and will be sent to the complainant directly once complete.
  
  If you or Madiona Caesar have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  
  Upstart
  
  

• Initial Complaint

  Date:07/09/2025

  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 am writing to bring to your attention a fraudulent account that has been opened in my name with UPSTA/FINWSE . I am a victim of identity theft and did not authorize the opening of this account. Below are the details of the fraudulent account:Creditor Name: UPSTA/FINWSE Opened Date: 12/28/2021 Account Number: *********High Credit:$5,500.00 I kindly request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate it if you could provide confirmation of the account's closure and any relevant documentation related to the fraudulent activity.

  

  Business Response

  Date: 07/10/2025

  Hello BBB Representative,
  
  Thank you for the opportunity to respond to the concerns of ******* *****. We take the concerns of our customers seriously.
  
  Please be advised that a detailed response is being prepared to address ******* ****** concerns and will be sent to the complainant directly once complete.
  
  If you or ******* ***** have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  Upstart
  
  

• Initial Complaint

  Date:07/08/2025

  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 am submitting this formal complaint against Upstart/************** regarding a charge-off account (account number ending in **********, originally opened on 03/03/2022, with a reported balance of $0.00. Although the account shows a zero-dollar balance, it is still being reported as a charge-off on both my Experian and Equifax credit reports. I have disputed this account multiple times and have requested proper validation, yet Upstart has failed to provide any legally sufficient documentation or explanation for why this item remains on my credit file in a derogatory status.This has been an incredibly frustrating and exhausting experience. Despite being paid and resolved, this account continues to damage my credit profile with no valid reason. I have not received a signed agreement, an accurate breakdown of how this was resolved, or any documentation proving that the continued charge-off status is appropriate. According to the Fair Credit Reporting Act (FCRA), specifically 15 U.S.C. 1681i(a)(1)(A), I have a legal right to request a reasonable reinvestigation of any disputed account, and that process must include verifiable, original documentationnot form responses or auto-generated summaries. Furthermore, under 15 U.S.C. 1681i(a)(5), if the information cannot be verified or is misleading, it must be corrected or ********** is deeply concerning that a paid, zero-balance account is still classified as a charge-off. While I am not suggesting identity theft or fraud, this kind of error could easily result from poor internal data handling or even broader systemic issues like a breach. The burden to correct or verify this data rests entirely with the furnisher, not the consumer left dealing with the consequences.This inaccurate reporting has cost me financially and emotionally. I have been denied credit, forced into higher interest rates, and made to constantly explain away a charge-off that, by all available evidence, should no longer be there.

  

  Business Response

  Date: 07/10/2025

  Hello BBB Representative,
  
  Thank you for the opportunity to respond to the concerns of **** *****. We take the concerns of our customers seriously.
  
  Please be advised that a detailed response is being prepared to address **** ****** concerns and will be sent to the complainant directly once complete.
  
  If you or Evin Bogda have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  Upstart
  
  
  
  

• Initial Complaint

  Date:07/07/2025

  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.

  Applied for a personal loan with Upstart because I was in a pinch and I have dealt with them previously and was smooth sailing. I was supposed to receive my funds between June 26th and July 1st. July 7th and still nothing . My bank is usually the next day but July 2nd came and no funds so my wife and I called. Spoke to ***** and she kept putting us on hold and eventually told us someone would reach out within ***** hours and to call my bank and ask them. We requested a manager multiple times and kept saying one wasnt available. Needing the funds days ago we explained we would wait. Again told us no and would hear from someone in ***** hours. Asked for her name and said it so fast we had to keep asking (clearly she didnt want to give it to us). Sent a few emails and was told for immediately help call the number (the same number that couldnt help us.). I noticed at the bottom of the emails our creditor had changed. First it listed ******* and then another bank. Asked them to confirm and they said the creditor was this other bank. When I called this out ******** removed the finwise from the previous emails. We asked if thats why we didnt have the funds because our paperwork said finwise and I got no response. Our bank had no record. Anyways 24 hours later and now the day before a holiday and weekend, we called back because again we needed the funds. Again asked for a manager and actually got ********. ******** told us ***** could not deny us a manager and apologized. ******** tried and we found out that the routing number was different than that listed on our bank account and to call our bank again and he would research on his side and get back to us. We asked what my bank was going to do? And he said that the routing number was also a pnc routing number. Called our bank again and they have no record or pending transactions on our account. So here we are, July 7th, no funds and no answers. Emailed ******** back and havent heard anything 4 days later.

  

  Business Response

  Date: 07/08/2025

  Hello BBB Representative,
  
  Thank you for the opportunity to respond to the concerns of ***** *****. We take the concerns of our customers seriously.
  
  Please be advised that a detailed response is being prepared to address ***** Browns concerns and will be sent to the complainant directly once complete.
  
  If you or ***** Brown have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  Upstart
  
  

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23565034
  
  I am rejecting this response because:

  Again, no one has reached out other than the generic response. I have no update on the problem and/or the progress. If the tables were turned and I owed Upstart money, they would call my phone non stop. The fact I have no answers or update is mind blowing. 

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

  

  Business Response

  Date: 07/17/2025

  Hello BBB Representative,
  
  Thank you for the opportunity to respond to the concerns of ***** *****. We take the concerns of our customers seriously.
  
  Please be advised that a detailed response is being prepared to address ***** Browns concerns and will be sent to the complainant directly once complete.
  
  If you or ***** ***** have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  

  Upstart

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23565034
  
  I am rejecting this response because:
  
  Contrary to their last response about someone reaching out, I received, yet again, another generic email thanking me for my inquiry and it was forwarded to the corresponding department. 1 month. Its been a whole month that I should have received these funds. No funds, no answers. And now, they had the audacity to tell me that my bill is due. Bill for what? The money I have yet to receive? At this point I am debating stopping all of my other payments to this company and contacting my lawyer.
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 07/25/2025

  Hello BBB Representative, 
  
  Thank you for the opportunity to respond to the concerns of ***** *****. We take the concerns of our customers seriously. 
  
  Please be advised that a detailed response was prepared and sent directly to ***** Brown on July 24, 2025. 
  
  If you or ***** Brown have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  
  Kind regards, 
  
  Upstart 
  
  

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23565034
  
  I am rejecting this response because: 

  AGAIN I got a response of they sent the funds and to check with my bank. AGAIN I replied that I didnt get the funds and my bank has no record of this transaction. AGAIN I offered to 3 way call my bank and they finally asked for a bank statement showing no deposits into the account. Sure, no problem. The statement clarifies there were zero deposits between 6/19/25 to 7/21/25. They need to contact my bank, I am not calling anymore. Thats their job to figure out the issue with their deposit. There is literally nothing else I can offer. I am fed up with this entire situation.
  
  Sincerely,
  
  ***** *****