Consumer complaint received 2021-12-14
Company: Upstart Holdings, Inc.
State: WI
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
I opened up a loan account with Upstart on XX/XX/2021. I received a very deceiving email telling me to make my payment to a different address and send in a check. I was notified by my anti-virus and protection service that my account with Upstart was compromised. Since then I have received at least 10 calls of people trying to scam me. I have received a fake check in the mail for {$1100.00} stating it was from XXXX - Another scam -- I returned the check and paperwork to the XXXX in XXXX, WI on XXXX XXXX and they are going to turn it into the police. I have been receiving multiple emails and calls with people trying to scam me, one today saying they are from XXXX and I purchased a $ $ $ computer, I hung up. They have tried to call me back at least 4 more times. I answered but didn't give any name or info they wanted and they hung up on me again. I am very concerned. I have tried to contact Upstart to let them know mine ( and probably their whole system of people 's info, bank info, etc. ) has been compromised. I told them on XXXX XXXX when they tried to call me asking for my payment and I told them I received this email. This is the first that I noticed something was wrong. I still have the email. I told them 3x by phone and email and they are doing nothing to protect my information. This is a loan company and they have my bank, personal information such as my email, physical address, phone number that has been compromised. They need to do something about this just like any other bank. Upstart legitimate info is the first info I copied and second info is the fraudulent email. Theses two are divided by a line. 

UPSTART LEGITAMATE INFORMATION General support For support questions, contact XXXX. 
Press For press inquiries, contact XXXX. 
Businesses For business partnerships, contact XXXX. 
Affiliates For marketing affiliate partnerships, contact XXXX. 
Institutions For institutional investor, contact XXXX. 

For individual investor program support, contact XXXX. 
Phone Customer Support : ( XXXX ) XXXX ( local ) XXXX ( toll-free ) Corporate Inquires ( Press/Businesses/Affiliates/Institutions ) : XXXX ( toll-free ) Operating hours General support : Monday to Friday on business days : XXXX XXXX - XXXX XXXX PT ( XXXX XXXX XXXX XXXX XXXX ET ) Saturday and Sunday : XXXX XXXX XXXX XXXX XXXX PT XXXX XXXX XXXX XXXX XXXX XXXX ET ) Payments : Monday to Friday on business days : XXXX XXXX XXXX XXXX XXXX PT ( XXXX XXXX XXXX XXXX XXXX ET ) Saturday : XXXX XXXX XXXX XXXX XXXX PT ( XXXX XXXX XXXX XXXX XXXX  ET ) We will be unavailable on XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX Day. 
Mailing address Upstart XXXX XXXX 
XXXX XXXX XXXX XXXX XXXX, CA XXXX _______________________________________________ FRAUDULENT EMAIL : XXXX XXXX XXXX, We're writing to inform you that there has been a recent change to your check payment instructions for your Upstart loan. 

Effective immediately, please make your check payments payable to XXXX XXXX XXXX XXXX. Below is the new mailing address for your checks : XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX California XXXX Please include your loan ID ( XXXX ) on the memo field to ensure accurate and timely credit to your account. Please note you also have the option of setting up recurring payments by logging into your account and selecting Add Recurring to update your payment preference. Alternatively, you may also contact us at the information below to assist you with scheduling a payment. 

If you have any concerns about this information, you can reach us at XXXX or ( XXXX ) XXXX. 

Thank you, Upstart Loans Operations* * Upstart Pass-Through XXXX, Series XXXX is the current creditor for your Upstart loan XXXX ( XXXX ) XXXX Upstart Network, Inc., XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX

Company response to consumer: Closed with explanation