Consumer complaint received 2023-02-13
Company: Upstart Holdings, Inc.
State: SC
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem when making payments

Complaint:
XX/XX/XXXX I had a payment due with Upstart for {$56.00}. At that time, I had the flu and was unable to make the payment via my autopay. Within a few days of recovering from the XXXX I got XXXX and was bedridden. Subsequently, I realized ( almost too late ) that my payment to Upstart did not go through. On XXXX XXXX, I logged into my Upstart account. The account stated I owed {$45.00} to not be reported late. I paid the {$45.00}. The online system thanked me for my payment and said I would not owe anything until XX/XX/XXXX. On XX/XX/XXXX, Upstart then took {$56.00}. I assumed their system was slow so I did not think anything of it until I received a notification XX/XX/XXXX that Upstart notified the credit bureaus I was 30 days late. I logged into my Upstart account to see that I still owed XXXX payment. I paid what they said I owed {$82.00}. That would be the remaining {$11.00} for XXXX, XXXX payment of {$56.00} and an additional late fee of {$15.00}. I called Upstart and the representative said they would not remove the late payment reported to the credit bureaus, but that I was now paid ahead by {$11.00}. I advised that does not make sense. The trained representative could not tell what I owed or if I was ahead based off of Upstarts system. The representative then stated their online system does not change for XXXX days. At that point, I already knew I wanted to file a complain, but wanted proof of how Upstarts online system appears to prove my case. Upstart charged me a total of {$45.00} in late fees again as XXXX payment did not post until XX/XX/XXXX. I paid those fees XX/XX/XXXX and my autopay came out XX/XX/XXXX. Since XX/XX/XXXX, Upstarts online system has been saying I will not need to make a payment until XXXX, XXXX. Now that I have been through this with them XXXX, I know there will still be a payment in XXXX. I have not paid ahead. But at face value, Upstart has not fixed a system they have known was broken for at least a year. I filed a complaint with the XXXX on XX/XX/XXXX and can see someone else filed a complaint in XX/XX/XXXX about their incorrect reporting and their faulty website giving erroneous information, causing people late fees and huge drops in credit scores. I am aware I was late. I would not have been 30  days late for {$11.00}, dropping my fico score 50 points and now making it impossible to finally buy a forever home for me and my children. I declare that Upstart is willfully deceptive in their billing practices to gain more revenue from late fees, with no regard to how their erroneous system will adversely affect the average person. I also declare Upstart refuses to fix their online system, knowing they will benefit monetarily, when they have been advised of and responded to the complaint in XXXX. I have documentation from the XXXX of my complaint and the person who complained in XXXX, as well as screenshots that show exactly how their online site appears to borrowers. The only thing I wanted was for the late payment to be removed as I was only going by their online system. As a single mom with no support whatsoever, I worked long and hard to get to the point that I could finally give my children a home to be proud of. I most certainly would not have thrown away years of sacrifice over {$11.00}.

Company response to consumer: Closed with explanation