Consumer complaint received 2019-05-31
Company: Upstart Holdings, Inc.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
I've been using XXXX XXXX online bill payment for roughly 8 years. I've never had an issue before where a biller claims to have not received a check processed through XXXX online bill payment until now. 

The biller in question is Upstart loan servicing. 

I arranged to have a {$130.00} check sent to Upstart on XX/XX/XXXX to satisfy an installment loan payment due. The payment was processed by XXXX with confirmation # XXXX, and the funds were deducted from my account. Upstart claimed to have not received the payment 10 days later and hit me with late fees. I contacted Upstart and XXXX about the issue. XXXX indicated the payment was mailed on XX/XX/XXXX. XXXX suggested I put a stop payment on check because it had been more than 2 weeks since it had been mailed. I put a stop payment on the check. Upstart then claimed to have finally received the check on XX/XX/XXXX, a full 18 days after it was mailed, and then hit me with a stop payment fee. I made multiple attempts with both institutions to resolve this issue, including attending a conference call. Yet I somehow was unjustly punished for a processing error between these two institutions. 
But things only got worse ... 

Because of the aforementioned processing error, I mailed a second check to cover the first delayed one which was stopped. I arranged through XXXX online bill pay for that second check to be received by Upstart on XX/XX/XXXX. I received confirmation # XXXX for this second check, and the funds were deducted from my account. I have now been notified by Upstart that this second check has still not been received by XX/XX/XXXX, a full 11 days after it has been mailed. So for the second straight time, I'm being threatened with more late fees and reporting to the credit agencies because either XXXX isn't mailing these checks out on time or Upstart is not processing them in a timely manner. Either way, I'm the one being punished financially and through threats to ruin my credit because these big financial institutions are having processing issues. 

I've done everything asked of me. I sent these checks on time to meet due dates. I've had more than sufficient funds in my account to cover these checks. I've contacted each of these institutions many times to rectify these issues. Yet I'm at their mercy. Upstart claims they are receiving checks a full 18 days after they are mailed to them. I've never heard of such a thing. And now they claim that the second check still hasn't been received after a full 11 days of mailing time. XXXX claims they are sending these checks on time. Each blames the other. But I'm the one getting hit with fees and negative credit reporting for something I am not responsible for. Upstart can continue hitting me with fees and hurting my credit and there's seemingly nothing I can do about it. This is unjust and likely illegal. I need someone to protect my rights as a consumer. I'm being taken advantage of. I'm going to my U.S. Congressman and Senator with this complaint. I shouldn't be abused like this.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation