Consumer complaint received 2023-04-20
Company: Upgrade, Inc.
State: TX
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem when making payments

Complaint:
I requested for my payment date to be the XXXX of the month. In XX/XX/XXXX payments cleared my account. Upgrade tried to take the money on the XXXX it was not successful. On the XXXX that payment cleared. Then on the XXXX Upgrade took another payment. That payment was not returned to me. That payment should have been credited for XX/XX/XXXX. 
XX/XX/XXXX XXXX paid XX/XX/XXXX XXXX paid XX/XX/XXXX XXXX paid XX/XX/XXXX XXXX paid XX/XX/XXXX XXXX paid XX/XX/XXXX XXXX paid XX/XX/XXXX XXXX paid XX/XX/XXXX XXXX paid XX/XX/XXXX XXXX paid XX/XX/XXXX XX/XX/XXXX Upgrade tried to take a automatic payment NSF bank fee {$24.00} XX/XX/XXXX Upgrade tried to take an automatic payment NSF bank fee {$24.00} XX/XX/XXXX XXXX paid It is obvious this is for XX/XX/XXXX. 
XX/XX/XXXX XXXX paid-Why would this make ANOTHER payment due or make my account past due. 
XX/XX/XXXX XX/XX/XXXX credit card payment cleared {$29.00} The XX/XX/XXXX payment I did not resend because XX/XX/XXXX payment was for XXXX. 

Upgrade says the online dashboard just automatically changed my due date because 1 payment in XXXX did not clear on the XXXX but the XXXX. Per emails I received and are noted below there was no notification that Upgrade system or representative made a mistake and changed my due date. 

XX/XX/XXXX I received an email alerting me of the XXXX automatic payment LOAN {$890.00} XX/XX/XXXX I received an email alerting me on the XXXX {$24.00} ( card ) will be withdrawn XX/XX/XXXX I received an email alerting me on the XXXX {$29.00} ( card ) will be withdrawn XX/XX/XXXX I received an email stating my LOAN account is 4 days past due for XXXX?? 
XX/XX/XXXX I received email confirmation I turned off autopay XX/XX/XXXX I received an email alerting me on XX/XX/XXXX {$34.00} ( card ) will be withdrawn XX/XX/XXXX Upgrade sent an email about credit score XX/XX/XXXX Upgrade sent an email saying my due date is XX/XX/XXXX for XXXX XX/XX/XXXX same email ( I never requested due date change ) XX/XX/XXXX I contacted loan services again for an inquiry to correct my account payment in XXXX for XX/XX/XXXX. 

XX/XX/XXXX online it shows Failed XXXX online shows paid XXXX ( {$430.00} principal {$460.00} interest ) XX/XX/XXXX online shows paid XXXX ( {$830.00} principal {$59.00} interest ) XX/XX/XXXX Failed ( Upgrade took a 2nd payment XX/XX/XXXX not credited for XXXX XX/XX/XXXX Failed account credit/payment is still not correct XX/XX/XXXX due account still not correct Basic accounting shows that the 2nd payment in XXXX was an unauthorized extra payment just based on the amount that went towards the principal and the amount that went towards interest. Then in XXXX I receive an email saying my account is 4 days past due. 

Based on the information below Upgrade had me with TWO due dates in XXXX XX/XX/XXXX AND XX/XX/XXXX. Upgrade are basing the past due on which due date? 
I NEVER requested or changed my due dates to the end of the month. 

So actually the XX/XX/XXXX payment is for XX/XX/XXXX Next payment due date IS XX/XX/XXXX I have not sent because my account is not correct Next payment due date IS XX/XX/XXXX I have not seen account is not correct I am not confident that Upgrade is not scamming me because Upgrade took that EXTRA payment in XXXX my account has been showing past due ever since. 

Per the last email received on XX/XX/XXXX After further review, we can confirm the due date change from XX/XX/XXXX to XX/XX/XXXX was completed via the online dashboard on XX/XX/XXXX. 

Why would a XXXX due date be necessary for a FUTURE payment in XXXX. I attached my banking information to Upgrade verifying they never reversed the second payment. 

1. The account needs to be credited correctly 2. My credit report needs to be updated correctly 3. My due date for any of my accounts are NOT for the end of the month.

4. You all have adversely affected my credit score and that has to be rectified.

5. Reverse the payment and give me my money back until this is sorted. 
6. Acknowledge the mistake you all made.

At this point I provided detailed information to resolve this account. My financial institution has given Upgrade all contact information for any further inquiries with verification of Upgrade misappropriation of funds paid to its organization. This has caused damage to my credit status and payment history. 

I have disputed this with XXXX. 
I have attempted to address this amicably with Upgrade directly with detailed records.

I see no further alternatives but to file a complaint about Upgrade Inc. with the Consumer Financial Protection Bureau and the State Attorney General office. 

After speaking with XXXX XXXX XX/XX/XXXX XXXXXXXX XXXX 

She reported the treasury department refused to credit {$890.00} from XX/XX/XXXX payment to XX/XX/XXXX payment. She reported this payment was applied to the principal of the loan. She Stated this could not be resolved because it is outside of the window and my account is past due. My account is past due because the account has not been credited correctly. 

XXXX asked if I received an email from Upgrade in XX/XX/XXXX. I informed her I received an email XX/XX/XXXX informing me of an upcoming payment due on XX/XX/XXXX of XXXX. No other email was received. I informed XXXX I did not authorize a due date change from the XXXX to to the XXXX. XXXX was unable to confirm or identify any date that I requested in written, verbal, or chat communication of a due date change to the XXXX. I asked several times if she could find any documentation to that effect and she was not able to. I informed her why would I need a payment to be made to the principal of he loan and not the monthly payment in XX/XX/XXXX. No explanation given. 

Regarding communication I contacted Upgrade immediately in XXXX and XXXX was able to verify the representative I spoke with on XX/XX/XXXX informed me that the double payment was discussed. I requested my payment to be returned because my next due date was not until XX/XX/XXXX. The representative told me I would receive a refund. Throughout the month of XXXX XXXX confirmed Upgrade did not notify me at all the return payment was denied. The entire month of XXXX I was waiting for my money to return to my account. XXXX stated they were not obligated to notify me of the denial of the refund. I contacted Upgrade immediately when I noticed the discrepancy which would have been within the window for the treasury department to take action on this account. But I was never notified of the denial. 

I also asked XXXX why was the payment not just applied to the XXXX payment and she stated it would make my account delinquent. How when the XX/XX/XXXX payment was received prior to XX/XX/XXXX. Then another payment was taken XX/XX/XXXX. 

This is all evidenced by no email notification of a due date change. Also talking on the phone with Upgrade reps appear that lies are told. 

I explained I prefer email. XXXX stated I tried to push my due date back I informed her why would I do that and I do not know how to do that. I confirmed with her that the first and only due date request to change from the XXXX to the XXXX was done speaking with a person. 

At the end she confirmed that Upgrade does not have any verification or confirmation from me to change my due date from the XXXX. I was never told my money would not be returned to me for me to address the payment for XXXX timely. Upgrade refuses to credit my account for XXXX and is now requesting a payment of over {$1900.00} because I havent made a payment because my account is not credited correctly. 

I do not understand at all how someone can arbitrarily change my due date, take two payments, decide that the erroneous second payment can not be credited to the correct month on the account for this to be resolved. However this is a breech of contract when payments are not applied to my account as agreed upon. 
Falsified documents/payments unauthorized Misleading the customer Breech of customer trust Incorrectly reporting to the credit agency that has been detrimental to my credit score.

Company response to consumer: Closed with explanation