Consumer complaint received 2021-09-07
Company: Upgrade, Inc.
State: GA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
XXXX XXXXs the FCRA as amended by President XXXX XXXX XXXX on XX/XX/XXXX. 
Under the amended FCRA, if a " furnisher '' makes an accommodation because you were affected by COVID-19 during the covered period ( see below ), that furnisher must report your account as current to the credit reporting agencies, so long as you weren't already delinquent on payments. ( A " furnisher '' is an entity, like a lender or creditor, that provides information relating to consumers to one or more credit reporting agencies for inclusion in a credit report. ) Specifically, the creditor must continue to report your debt as current if you're up to date on the debt when the creditor agrees to : let you defer one or more payments let you make a partial payment forbear any delinquent amounts modify a loan or contract, or give you any other assistance or relief.

1. My account has been on several different but continuous Forbearance Plans from the onset of COVID through XX/XX/XXXX. The most recent one was from XX/XX/XXXX XX/XX/XXXX ( Exhibit A 3-month Hardship Plan E-mail Confirmation Letter ) 2. My payments were on Autopay for this Creditor, and I never spoke with anyone about turning it off. I intended to have autopay continue even when regular payments resumed.

Although they continuously sent emails during this timeframe advising me to turn on Auto-Pay. I will gladly get a signed Affidavit from my Credit Union proving that these payments were set up on Auto-PAY. ( Exhibit B, page 3 shows payments withdrawn from the bank in XXXX, XXXX, XXXX of XXXX. 

3. On the morning of XX/XX/XXXX, before leaving for work, I got my mail and found a Charge-off Acceleration Letter DATED XX/XX/XXXX from Upgrade Exhibit C. I was both shocked and appalled because I knew that I had Forbearance through XXXX and then regular payments starting in XXXX ( which I was ok with because I had the money. It was too early in the morning to call before work, so I called at XXXX XXXX. See Exhibit D page 1 Phone records. 

XXXXXXXX XXXX First call I explained that I was very upset and shocked about my account being charged off. I told the rep that I didnt understand when payments were being made as agreed. 

I advised that no one called me and that there werent any notifications sent to me by U.S. mail or email regarding any missed payment.

She told me that nothing could be done. That it was already written off.

4. I called back later that day ( See Exhibit D ) at XXXX XXXX. I requested that the call be escalated to a supervisor. I spoke to a supervisor who told me that there was nothing she could do. That the decision had been made. I begged her to speak to someone. I remember saying but its so unfair, Ive been making my payments and Im working now Then she told me that she would see if someone above her could help me, and she put me on hold ( for a really long time ) The total call time was 70 minutes. 
When she finally returned, she stated that couldnt get anyone on the line at that time. She re-iterated that there was nothing she could do. 

90 % of the creditors I worked with during COVID-19 honored their agreements. My credit score was low XXXX and high XXXX before COVID-19.

This company is very dishonest and is very good at misrepresenting the truth so that they can create false evidence.

1. Example, sending me emails every month suggesting that I enroll in Auto-pay when I was already in auto-pay.

2. Sending me a letter in XXXX that was dated the end of XX/XX/XXXX. Showing my account 180 days late in an attempt to justify Charging it off EXHIBIT C-1 4. Turned off my auto-pay so that the payments for XXXX and XXXX were missed. I would have never knowingly not make these payments. 
They reported me late when I wasnt, charged off the account ( which is really bad ), and sold the loan to a Debt buyer, I received a letter in DATED XX/XX/XXXX ( EXHIBIT E ) IN THE MAIL ON XX/XX/XXXX. Called to inquire on XX/XX/XXXX and XX/XX/XXXX, and couldnt get through. Received letters from XXXX XXXX and XXXX stating that the current creditor ( XXXX XXXX ) had placed the debt with a Collection Agency ( XXXX XXXX XXXX ) EXHIBIT F This is so wrong. Please help me. This account shouldn't have been charged off, sold, and placed in collections with a Debt Buyer. I was not 180 days late, and they turned off my auto-pay without my permission. 

Thank you, XXXX

Company response to consumer: Closed with explanation