Consumer complaint received 2022-09-30
Company: Upgrade, Inc.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
I opened a rewards checking account with upgrade bank after being referred by a friend. The link I received from her said " open a rewards checking account and we'll both receive {$100.00} ''. 

The terms stated that I was required to make 3 debit card purchases within 60 days of opening the account to qualify. It also stated that once the 3 transactions were made I'd receive my bonus within 3-5 business days. 

Opened account on XX/XX/2022. Completed 3 transactions on XX/XX/2022. 

I called upgrade on the XXXX of XXXX because I hadn't received the bonus yet. I was told to wait a few more days and call back if I still hadn't received it. 

On the XXXX I called and spoke to XXXX in the checking department and was told that the reason for the delay was that my friend who referred me had already received her max of XXXX bonuses. But that meant she would not receive the bonus but I still would and all I could do was wait for it to show in my account. She said it would automatically be credited. The following day I called and spoke to XXXX again. I requested to speak to a manager and she stated one would call me back. I received no call by the end of the day so I called back and spoke to XXXX again. She stated a manager would call me back again but I said I'd hold until one was available. After about 10 mins she came back and said that a manager still wasnt available but that she would open a " ticket '' for me with the customer advocacy department and that they would call me within 24 hours. 

I did not receive a call so I called back after the weekend and asked for that department directly. I spoke to XXXX from the customer advocacy group who informed me that XXXX HAD NOT opened a ticket for my complaint like she said she did and that she would then open one for me. She said she would look into it and call me back. 

Some days passed and no call back. I called that following friday and spoke to XXXX from the customer advocacy department who informed me that XXXX was not in that day and nobody else BUT XXXX could assist me so I'd have to wait until XXXX was in the office again. 

She also told me that the information I was given about my friend not qualifying for the bonus but that I still did was incorrect. She said they had a meeting about it that same morning because some reps were confused about it. Even though the terms of the offer DO NOT state that the person referred can not receive the bonus if the referrer is maxed out. 

XXXX " lacked '' customer service skills and presented with a " too bad, soo sad '' attitude. Especially with the " nobody in the entire department or company can help you EXCEPT XXXX. Just giving me the run around. 

I spoke to XXXX  the following monday and she said that I didnt qualify because my friend had already maxed out her bonuses. When I told her that it doesnt state anywhere in the terms that the person referred wouldnt qualify and that I had completed the requirements as I was suppose to she said she would called me back. 

I did not receive a call back by the end if the day so I called around XXXX. I was then told by XXXX that I dont qualify because my account went negative ( XXXX cents ) within the first 60 days. 

The terms stated that I would receive the bonus in 3-5 business days after completing the 3 required transactions. 

Completed transactions on XX/XX/XXXX. Should have received bonus by XX/XX/XXXX. My account went negative on the XXXX of XXXX. AFTER I SHOULD HAVE ALREADY RECIEVED THE BONUS. 

Does this mean that they revoke the bonus from anyone that receives it if their account goes negative AFTER they receive it? NO. They do not take the money back from those account holders. They are just using it as an excuse and its discrimination. 

Once I made this known I asked that all further communication be made via email so that I would have records of the XXXX they were telling me and as of yet I've received NO RESPONSE to any of my emails. Now they are ignoring me. 

I'd also like to add that my friend that referred me has not even recieved the max of XXXX bonuses. She had XXXX signups. Mine included. Only 3 of the 10 completed the requirements and earned the bonus. So there is LITERALLY NO REASON for them to deny either of us the bonus money.

Company response to consumer: Closed with monetary relief