Consumer complaint received 2021-10-06
Company: Upstart Holdings, Inc.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Delay in processing application

Complaint:
On XX/XX/2021 I was checking my credit score through XXXX XXXX and was offered a Visa card with a line of credit. I was instructed to apply and I would be told what my rate would be based on a " soft pull '' of my XXXX XXXX Fico score. The amount of credit line offered was {$3000.00} and the rate was 10 % less than what I was paying on a {$2000.00} loan I was paying so I decided to proceed. I completed the request on my computer and was approved. I was then asked to sign all the Doc 's electronically which I did and completed. I was also requested to send a selfie and a photo of the front and back of my drivers license on my cell phone. I don't have a cell phone and don't want one, so I called Upstart-the company making the offer- and was told to attach photos of these items to and email.I have these items in my PC and sent them as attachment. Stating the account number of XXXX in the subject line as instructed. The next day I logged into my account and they were requesting the items again. I called and was told the items were blurry and to send them again.Two days later they were still requesting the items. Called again said items couldnt be sent from PC had to be cell phone. My wife tiik the photos with her cell phone and we sent them to me and I attached an email. Two days later could not accept because they were e mail attachments had to be PDF.. Converted photos to PDF and sent them. Called again Upstart stated didn't get them all. Resent them again. Two days later still requesting photos I called and was told couldn't accept them as the looked as if they were firsyt printed on a piece of paper and photos had to be " live. '' '' so were retook the photos and sent them while I had them on the phone and they were connected to the dept that received them. Got the photos and confirmed. .. XXXX another request for photos. This time Supervisor XXXX XXXX on line with other dept photos sent each with separate email three emails 1 photo each received and confirmed and uploaded. on XX/XX/2021 still not posted.. Resent XX/XX/2021. Finally on XX/XX/2021 my account says they have everything needed. The CSR said it just had to be assigned to an agent and I would receive my card in a few days but in the mean time, I would get an e mail with my card number in it so I could have the funds transferred to my bank. Later that day need another selfie- which was sent yesterday. This has been going on for three weeks and I came into this arrangement pre approved and have executed all the binding doc 's and contracts on XX/XX/2021. I know it sounds like a hustle, and may prove to be, but Upstart is Upstart is a large organization representing banks and credit unions and XXXX XXXX has been promoting them for years. Moreover my credit has been damaged by their games. I had planned to get the funds by the end of XXXX having signed the contract on XX/XX/2021 but on XX/XX/2021 I'm still getting jacked around and charges of my high interest loan continue to accrue and charges on a credit card I was going pay off with the proceeds left over have now posted, ,raising my utilization to 30 % and dropping my FICO.. I keep it below 20 % and I'm not happy.

Company response to consumer: Closed with explanation