Consumer complaint received 2022-02-08
Company: Upgrade, Inc.
State: TX
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Problem when making payments

Complaint:
On XX/XX/XXXX I spoke to a Supervisor named XXXX regarding the system is asking for additional payments after making the actual amount due. In XXXX the amount due was {$88.00} and in XXXX the amount due is {$210.00}. I made two payments in XX/XX/XXXX totaling around {$160.00} which was due to Upgrade system asking for multiple payments and again in XXXX it asked for {$210.00} payment and then {$130.00} and now {$89.00}. Ive made several returns that should reflect only two charges around {$1900.00} and a transfer to bank account of {$2300.00}. The agreed amount for the bank transfer payment is {$110.00} and the payment due for XX/XX/XXXX or XX/XX/XXXX charged of {$1900.00} was only {$88.00} per month. Per XXXX allow system to reflect {$0.00} balance on XX/XX/XXXX since a payment was made of {$210.00}. On today XX/XX/XXXX the account isnt reflecting a {$0.00} balance but it is asking for a payment due of {$89.00} before XX/XX/XXXX which is incorrect. I spoke to a representative named XXXX and request to speak to a Supervisor. XXXX had me on hold for over 50 minutes before allowing me to speak to a Supervisor named XXXX. During that wait time, XXXX said she spoke to her co-worker regarding my account and wanted to ask if I had known my loan account was closed. Im not sure why XXXX would be looking into a closed account when I clearly explained yo her the reason for my call before transferring me to a Supervisor. I continued to wait for a Supervisor and XXXX tried to transfer me to XXXX that wasnt a Supervisor. When I explained to XXXX that I am filing a complaint for her refusing to allow me to speak to a Supervisor and giving wrong information to customer. Per XXXX she has no worries about me filling a complaint ( it was a nice nasty remark ) and wasnt professional! Im not sure why XXXX had a customer waiting over 50 minutes to speak to a Supervisor and provide information on a closed account.This has always been my complaint with Upgrade representatives not being knowledgeable enough to handle a issue or provide the correct information or account payment due is incorrect. On today XX/XX/XXXX Supervisor XXXX said XXXX was transferring me to her assistant but I explained to XXXX that I did not ask for a Lead, I asked for a Supervisor numerous times. XXXX started out giving wrong information, something that happened in XXXX of last year which was odd because I was speaking about my active account that Im currently paying and not a closed account. Per XXXX she did not see any notes on XX/XX/XXXX of when I spoke to Supervisor XXXX ( that reassured me the problem would be resolved today XX/XX/XXXX ). When we explained to XXXX that Im filing a complaint for the Consumer Protection to investigate, XXXX then found the notes from when I called in XX/XX/XXXX. Per XXXX the account is reflecting the correct payment due. Again, wrong information is giving and Im shocked this is coming from a Supervisor! Theres no way two payments are expected in the same month and theres no way my payment should be over {$300.00} a month on a card that isnt maxed to its limit!

Company response to consumer: Closed with monetary relief