Consumer complaint received 2021-05-28
Company: Upstart Holdings, Inc.
State: MO
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I have been trying to come to a resolution on this issue with this company since XXXX when I was informed of the late payment status they were reporting. I scheduled payments in good faith that they were being received, and had no notifications that they weren't being received. I never received any phone calls, emails, or letters stating it. There was also no calls or letters from any collection agency that I'm sure would have been trying to reach me had payments gone as late as they claim. 

I've spoken with the company and made several attempts through all the means available to resolve this and haven't gotten anywhere. The Company says that they've investigated it and their system shows no technical issues on their end, and I have bank statements showing payments were sent out and have scoured over my e-mails not finding an email from them that something was wrong with the account being behind. 

I've also looked through all of my call logs and can not locate their number anywhere either by doing a search or by doing a visual search trying to locate their number. 

I understand the Company has an obligation as they've said to report accurate information, and I don't fault them for that, they're just doing their due diligence and following the regulations set for them. But then why was I not notified? They had all the contact information and they've told me that their system shows attempts were made, but then why did I never receive them? Technical issues happen, its part of relying on technology and it works well most of the time, but sometimes it glitches not anyone 's fault its just what happens. The Company 's system doesn't show something was wrong and that's fine, its not their fault, but when I can see where on my end it appears payments were sent something isn't right with a system somewhere. I've updated my information on their dashboard when I moved, and it never updated, it said that it was updated at the time I entered it back in XX/XX/XXXX and then again early in the year around XX/XX/XXXX. Their system didn't acknowledge the change. 

When I would log into the dashboard, it never gave me in inclination that I was behind either it just stated payment amount and due date, which I scheduled in good faith,. As they have an obligation to report its also from my understanding talking to my Home Loan advisor who first notified me of the defaulted account that if no resolution could be reached in Thirty days which it's not been way past that as we've been trying to resolve this, then it's should be removed from my account. Its not either mine or the Company 's fault in this, were both doing what we feel is right and looking into every avenue that we can to put this behind us. 

I have a lot of respect for the Company as they've made sure to keep looking into their system for me on this, but continue to not find any errors on their end. I'm trying to figure out why I'm seeing one thing and they're seeing something else. In good faith in XXXX when this was brought to my attention, I made sure to reach out to them first and ultimately just made one last big payment to them as a sign of good faith that this would be corrected. Their staff whom I spoke with, was nice, and understanding and assured me that taking the step of just paying it off as a way of settlement would be to my advantage. But I guess not. 

I understand their position and continue to hope that we can reach a resolution to this whole matter and put it behind us.

Company response to consumer: Closed with explanation