Consumer complaint received 2021-09-18
Company: Upstart Holdings, Inc.
State: AZ
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Getting the loan

Complaint:
CASE NO. XXXX Upstarts online system, during the application process accessed my bank information, searched it, pulled up the bank and type of account that it was, it entered my bank account ID & password, did verify my prepaid account as acceptable.. NOT ONLY THAT, a week later they lied about trying to deposit, while holding up my process to move forward with different and better financial institutions that are not fraudulent and dont do illegal business practices and financial transactions like upstart/XXXX  has done..there is a signed agreement of release of funds promissory to pay verified and approved loan that is currently still ACTIVE AND OPENeven though your company used the prepaid account that they approved and verified several times online and over the phone with multiple employees in supervisor positions and management as a scapegoat to try and cover up, lie, and exercise deceptive business practices for almost an entire week, Upstart then proceeded to constantly continue to check the system and confirm the status of the approval and my active, open, LEGALLY BINDING loan agreement with them that was also then at the time from XX/XX/2021 and still presently right now, almost coming on 3 weeks showing that I have a certified legitimate financial loan agreement with Upstart/XXXX.Next, Upstart still moved forward and adjusted the loan approval agreement date to start on XX/XX/2021, while verbally requesting a completely different regular bank and account from me submitted with a voided check which then was approved and verified verbally and by email confirmation and on the companys website login dashboard with a loan account ID number, by multiple loan representatives once again..they then assured that the new bank and account was acceptable, verified and approved, and that my loan will be deposited into this new bank account in 1-3 business days. Needless to say 5 days had passed and still no deposit was made nor received by Upstart/XXXX.. then I constantly continued to get the runaround for several hours, days, and weeks ..in which they stated and guaranteed that they will abide by the active approved loan agreement and amount and that it will be pushed through immediately and that they needed me to resubmit a new loan application with a different email account which had to be done that way only because I do have an open, active, and legitimate loan account and agreement already with them in good standing ... while still being fraudulent and deceitful they then requested additional information supposedly because now its been over 10 days and I have to reapply in order for the loan to be activated in their system.. which was more lies and excuses demonstrated by every employee I associated with. I was then assured and guaranteed that I will not have any further problems and that they will definitely get my original loan resubmitted and pushed through as priority status and paid out to me within 48 to 72 hours. I did as directed to do..do the application and wait until the next day for a phone conference and appointment with management and the front end-and that everyone has been notified and is aware of the situation and to get it pushed through and approved again.. I tried that like 10 times but it never worked, so I had to call a representative again. I was on hold for another 30min then I was told go back in the system online and try again with the new email account again, and I did as requested by management.. TO MY DISSATISFACTION, disappointment, and frustration!!!! They then rigged the system to decline my application and give me problems to even submit it, in which their actions kept suspending and deactivating my bank account over 7or 8 times and I then had to keep reactivating my account until I was eventually kicked out of access to my bank account. The next day I waited for call back appointment and we discussed what happened. I was put on hold for very long periods and then I became victim to racial profiling and discrimination by an employee who made disrespectfully comments and suggestions about the type of music that played while I was on hold for extended periods of time. They assumed and asked if I wanted the music to continue to play or if I wanted it off because it might be bothersome for me.. which was classical music..I was extremely offended and appalled at the suggestion. I then made the representative aware that I love classical music and that I often for many years and still do attend the symphony orchestra. That was hurtful, unexpectedly very unnecessary, and completely unacceptable. They never called me back as they kept dropping the call, and I constantly got the runaround and several days and hours of stress spent on this while dealing with mental health issues as well as physical ..they have a fraudulent loan for XXXX $ which is open on my credit report since approval from XX/XX/XXXX XXXX with signed promissory documentation, loan agreement signed, and APPROVED, but never received payment into my account even though both accounts were verified electronically and verbally.. I am now in a worse financial situation and in a position that is very difficult now because I can not get another loan for my business emergency endeavors problem due to upstart/XXXX  holding of my still active loan agreement funds that was never transferred to my bank account or paid to me in any form, EVEN THOUGH I was legally fully approved and even though I did sign off on the loan agreement promissory to pay form, and also received legitimate multiple confirmations and verified approval several times by numerous employees.. my process for deposit of funds, even while I show I have an open loan on my credit report and documentation this is a very URGENT MATTER and damaging to my chances of opening a new loan, damage to my credit score and inquiries and by putting me further in debt by holding up my process to get approval from another financial institute, by causing me pain, suffering, and severe stress considering my XXXX  XXXX status and medical condition.. I have been on the phone with your company a total of over 27 hours.. I have constantly got the runaround, playing phone tag with your company constantly dropping my calls and disconnection of our conversations to come to some type of resolution, avoided in pursuit of equal and fair business relations and professional interaction, receiving deceptive business practices by staff and management team.. I have been discriminated against because of my XXXX  XXXX and also income and my ethnicity.. I am will be seeking legal counsel concerning these matters and damages in regards to the negligent, unfair, credit discrimination, discrimination of XXXX SSDI income, in an attempt to eradicate discrimination in the granting of credit financial banking services., if theses matters of concern are not dealt with promptly, equal, and fairly, To deal with perceived inadequacies and illegal practices of this company.. I have made multiple attempts to allow for the matters to be resolved in a more than fair enough and timely matter.. but in return for my consumer interaction in pursuit of business, my considerably more than modest cooperation, and my patience of allowing management to recommend fraudulent practices.. all I have received is unequal access, disregards, unethical treatment, disrespectful racially profiling and discriminatory remarks that were offensive and very stereotypical by cost of my valuable resources and time..

Company response to consumer: Closed with explanation