Consumer complaint received 2022-05-13
Company: Uplift, Inc
State: MD
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information is missing that should be on the report

Complaint:
I summited a previous complaint on XXXX that was not addressed nor resolved. My complaint was as follows : I've had the absolute worst experience with this company during the past 2 months. First and foremost my account was disabled after I made several complaints without any sufficient reason. When I call about it I am given a standard generic response. My accounts were in good standing and paid in full and a few months in advance. I was told to double check my XXXX information and when I called them, they said everything I had was accurate. The address was then updated and yet I still could not process an application even after it says correct the information from your XXXX which was only an address they suddenly changed. After numerous emails I was told it was disabled and no longer can use their services and they could NOT provide a reason. I've had 5 loans and now I get this issue after several complaints and my account is disabled. You can not reach a live person unless you call from a # that is not registered with an account, if you call from a recognized # it is only automated with generic responses. Secondly, my credit report ( XXXX ) still has balances on all my account since XXXX of this year even though they are all paid in full since XXXX and XXXX. I've reached out several times and keep getting told the same generic information which does NOT apply to this situation. It's now XX/XX/XXXX and ALL the accounts still show on XXXX with balances and they should all be at 0. These accounts have not been updated on the consumer report since XX/XX/22 which is CLEARY over 1 1/2 months ago. It's ridiculous and poor service. 

THEIR RESPONSE ON XXXX WAS THIS : COMPANY BACKGROUND - Uplift , Inc. is a XXXX company based in XXXX, California. We facilitate loans for travelers paying for airfare, cruise tickets, hotel stays, and the like. Most loans, like XXXX XXXX, are originated by XXXX Bank, Member FDIC ( XXXX ) and serviced by Uplift. Uplift also purchases loans from XXXX. SUMMARY - According to our records, XXXX XXXX has taken out five loans through UplifXXXX and has paid them all off. XXXX XXXX complains that her XXXX credit report still reflects balances on her Uplift accounts, though they have been paid in full. We report to XXXX, and have reported to XXXX that XXXX XXXX has paid off her loans. In our experience, there may be some delay for XXXX to update reported information. We note that XXXX XXXX provided screenshots from XXXX XXXX. We do not provide information to XXXX XXXX, and have no control over the information that XXXX XXXX chooses to display. We have received prior complaints that information we have reported to credit-reported bureaus was not displayed accurately on XXXX XXXX XXXX and we have no way to address this. XXXX XXXX has also complained that Uplift has disabled her account. We internally investigated XXXX XXXX complaints about her account being disabled, and determined that XXXX XXXX account was blocked, apparently as a result of human error. We have been unable to figure out how or why this happened, but we have removed the block on her account and she should be able to once again use her Uplift account. We apologize for any inconvenience that this may have caused XXXX XXXX, and we appreciate her past trust in us. STEPS TAKEN TO RESPOND TO COMPLAINT - XXXX XXXX did reach out to us prior to filing her complaint and we did not do the best job that we could have in addressing her complaints at the time that they arose. We hope getting her account working again is a good resolution for her. FOLLOW-UP ACTIONS OR PLANNED FOLLOW-UP ACTIONS- We have unblocked XXXX XXXX account as requested and confirmed that her credit reporting shows that her loans have been paid off and closed. 

XXXX is still showing a balance and my account IS NOT UNLOCKED : Hi XXXX, Based on the information you provided, your application is not a match with the credit criteria used to establish eligibility. 

Dont let that keep you from traveling! There are a couple things you might want to try : Double-check the information you provided and make sure its correct.

If youre traveling as a group, have another member of your party 18 or older to apply. 
You can always use a different payment method as well. 

If you would like additional information on our decision regarding your loan application, click here. 

Thank you for your interest in Uplift, The Uplift Team ( XXXX ) XXXX XXXX ********* I have complained so many times and NOTHING HAS BEEN RESOLVED!

Company response to consumer: Closed with explanation