Consumer complaint received 2021-11-02
Company: Upgrade, Inc.
State: NC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Was not notified of investigation status or results

Complaint:
To the Consumer Financial Bureau : I am a senior citizen in need of assistance with this installment loan that I took online three years ago in the amount of XXXX XXXX dollars from lender Upgrade XXXX XXXX, XXXX XXXX, XXXX, AZ XXXX. I have reduced my loan amount balance to {$4500.00} In XXXX of this year 2021 I was not able to do my Part-time job and was struggling to make the {$430.00} a month payment along with my mortgage. I entered a lower payment with Upgrade for three ( 3 ) months in the amount of {$110.00} Starting in XX/XX/2021 to keep me afloat.I made XXXX reduced payments in the months of XXXX, 2021, XX/XX/2021 and XX/XX/2021. I made my full payment amount {$430.00} in the month of XX/XX/2021. I was not able to make my XXXX payment in the full amount. 

On XX/XX/2021 I received a letter from Upgrade that is the date that is reflected on the letter from the lender Upgrade that they have Charged-off my account, and that the balance shows due {$450000.00}. I immediately called the company and asked why was my account charged off for only being a few days late as the due date was XX/XX/2021. I spoke with a representative XXXX XXXX and he advised me that the loan is slated to go to an outside collections Agency. I pleaded with the representative that this would damage me and impact me severely.Mr. XXXX XXXX advised that I could setup an in house repayment with ( Upgrade ) so that my account would not go to an outside collection XXXX. XXXX XXXX XXXX stated that the balance owed would be in the amount of {$3000.00} starting XX/XX/2021. Mr. XXXX XXXX gave me the following overnight mailing address Upgrade Inc Loan Number XXXX : Attention Batching Dept. Lock-box # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Arizona XXXX XXXX I sent a United States money order overnight express mail to the payment amount agreed upon with Agent XXXX XXXX in the amount of XXXX cents. I have called several times to the lender Upgrade and I am getting the run around and was advised by another Upgrade representative that I sent the {$120.00} cents to the wrong address. I have begged and pleaded to with XXXX XXXX on XX/XX/2021 has my {$120.00} money order payment been applied to my account. I was advised that they could not find my payment of {$120.00} cents. I have searched the internet to see who is the Owner of this company and could not find that information. I have asked the Agents of Upgrade who is the CEO of the company and they advise me that they do not know. I am at my breaking point on who to get this situation corrected. I have paid over {$6000.00} on this loan. I am in the process of moving into a senior residence and my credit standing has dropped by 75 points. I am so hurt and disappointed in this situation. I need immediate assistance in having this charge off removed from my credit report as it was entered unfairly. I. I pay my mortgage and credit cards on time even if it is the minimum amount due. I was living off my credit cards at one point during the pandemic.This is an emergency request as I am in the middle of obtaining a mortgage for a senior over 55 residence. Every time I reach out and call Upgrade I am giving the run around. I have to send another payment in the amount of {$120.00} cent in the month of XX/XX/2021. Please reach out to me. I have the letter and overnight receipt that I send the reduced payoff amount as well as my bank statement that shows that they took {$430.00} out of my account on XX/XX/2021.

Company response to consumer: Closed with explanation