Consumer complaint received 2022-05-05
Company: Upgrade, Inc.
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
*Upgrade does not allow consumers to see scheduled payments on their website or in the app. The emails sent advising of the scheduled payment is the only record you, as a consumer, have. 

*Say you schedule a payment for XXXX for a week from now. The email will state you scheduled a payment, however, if you have multiple accounts, the email does not specify to which account the scheduled payment was made. 

XXXX went through multiple customer service reps and even management. I was told that not having access to scheduled payments is commonplace. In my experience, every credit card and/or loan I've ever had allows you to both view and edit them. 

*They each advised me that people call in all the time about double payments and become upset if they didn't remember scheduling it before it posts and it causes them to be overdrawn with their bank. And they just tell them to follow their emails. 

*There, at present, is no plan to initiate a change to help cardholders with this. 

*Another concern, you log in and see your monthly payment. If you make that amount or even triple that amount, you will still have an amount due for the upcoming due date. 

*I have been advised ( by customer service and management ) that customer service can see, edit and/or cancel scheduled payments and you 'just have to call them '. 

*I have been told there are 2 reasons for this. 1 ) it is a known system glitch and I need to call back every time to have it sent to tech support to correct and 2 ) that because I am not paying 'on the due date ', the payment isn't being applied to the monthly payment but to the balance...??? 

Also, while a unique and helpful feature, you can have a 'hybrid ' account. 

It is an account that allows you to take a cash advance but treats it like a loan while using other portions of your credit limit as credit card charges. 

The confusion with this, the apr and the way your payments are applied for each way you use your credit line are different. 

*And, in my case, 80 % of my credit line was utilized as a 'loan ' at a fixed payment rate. I used 15 % as a credit card. My monthly payment is never the same now and seems to increase every month. 

They have an email option for customer service but no matter what I have asked through this feature, the response is 'you have to call for anything related to your credit account '.

*Calling in every time, as you may imagine, is time consuming and it is incredibly frustrating to get this response from an option provided to save time, because every question from technical support to how monthly payments are calculated is about your credit account. 

Overall, while it is relatively easy to be approved, this card/loan company is the most 'non-consumer friendly ' company I have ever worked with. 

I never receive the same explanation for an existing issue when I contact Upgrade, with the exception of the response given by the email campaign.

Company response to consumer: Closed with explanation