Consumer complaint received 2020-11-05
Company: Uplift, Inc
State: SC
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem with the payoff process at the end of the loan

Complaint:
On XX/XX/XXXX, I financed a trip with XXXX through Uplift for a total of {$1600.00}. The first payment was made on the same day with a credit card ending in XXXX for {$150.00}. On XX/XX/XXXX, a second payment was made for {$150.00} using credit card ending in XXXX. On XX/XX/XXXX, the remaining balance for {$1300.00} was paid using card ending in XXXX. Due to Covid, my trip with XXXX was cancelled and a refund for {$800.00} was received by Uplift on XX/XX/XXXX. Per notes on XX/XX/XXXX, that same amount was refunded. On XX/XX/XXXX, I received an email from Uplift advising my refund for {$800.00} has been processed and to allow 2 to 3 business days for funds to be received by the original form of payment. Because of the three cards used when making payments, I was never told that those payments would be split into three payments until I spoke with someone on XX/XX/XXXX. I was then told that all payments would be sent back to the original forms of payment. As of XX/XX/XXXX, refunds for {$150.00} have been credited back to cards ending in XXXX and XXXX. I called on XX/XX/XXXX and spoke with someone who advised me that the remaining payment for {$490.00} was rejected by my bank. I contacted the bank who advised they have no record of a rejected refunds. I contacted Uplift again and spoke with a supervisor who insisted on telling me that my payment for {$490.00} was rejected by their vendor who processes their refunds and the normal process is if transactions were more than 120 days, the refunds would be sent to XXXX. I did advise her that the first 2 payments for {$150.00} were credited back and they were older than the {$490.00}. She still proceeded to tell me that their was nothing she could do because she does not get a reason as to why a vendor rejects crediting a refund to the original form of payment but confirmed different vendors were used to process my refund. I expressed dissatisfaction over the process as Uplift does not make sure that the rules are the same across the board when handling payments/refunds due to vendors they pay to represent their company. I was told I have to wait an additional 2 to 3 days to receive an email from XXXX just for them to obtain my account information and then I have to wait additional time for them to process and send my refund. Due to the incorrect information received, my refund is being delayed outside of the normal timeframe I was advised of receiving my total refund for {$800.00}. The Director of Customer Service contacted me on XX/XX/XXXX by email to advise of the same information after I submitted a complaint to the XX/XX/XXXX. She offered me an insulting {$25.00} XXXX gift card but never offered to assist in resolving my refund but yet advised me that my refund would not be processed to XXXX until XX/XX/XXXX. Uplift 's business practices are not the same in the refund process as they use different vendors but allow the vendors to make their own rules instead of representing Uplift as a whole. As a consumer, I am entitled for my issue to be resolved and Uplift has not attempted to resolve this issue. I have requested by refund for {$490.00} and interest fees for {$250.00} to be refunded as Uplift did not explain over the phone nor through email their refund policy when payments are over 120 days old. The policy is also not stated in the loan agreement that I signed with Uplift.

Company response to consumer: Closed with explanation