Consumer complaint received 2020-08-04
Company: Upstart Holdings, Inc.
State: NY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
I first contacted this company, Upstart on XX/XX/XXXX in regard to an investigation/query into this particular problem. 
I noticed an odd email from them informing us that we were getting reported to the credit bureau for a late payment. I did not notice the email until the XXXX. It came in on the XXXX. I emailed customer service immediately. i informed them that I had just seen an email in regard to my XXXX payment and I was confused. I told them that I requested a forbearance for the previous month of XXXX and I certainly had proof of that by email and I understood it was granted. What were they referring to by telling me I was being reported? 
I specifically requested a forbearance for at least the month of XXXX due to hardships resulting from COVID. I understood that was granted. If so, why did I receive a warning email? 
They responded on the XXXX and informed me that as per their records, my account was, at the time, currently 38 days past due of a total amount of {$120.00} that includes a late fee of {$15.00}. My oldest unpaid due date is XXXX. 
( Whatever that means. It didn't make sense. This is not a professional company in my experience, so far ). Unbelievably, they went on to inform me, that, in addition, their records also indicate that no hardship form was filled out. If I had further questions, please feel free to reach out to their Servicing Team by phone or email and I continued to do so. 
( I did not call them because as per our past experience, they refuse to deal with my wife even if I get on the phone and tell them to speak with her. they are extremely difficult so we refuse to engage with them by phone ). 
On the XXXX I forwarded them the email they had sent us : " Hi XXXX, We understand that times may be difficult for you, and we'd like to help. Upstart does offer relief options for those financially impacted by COVID-19. Based on the information you provided, we have marked your account for temporary relief because you have been financially impacted by COVID-19. During the relief period ( 90 days from XX/XX/XXXX ), you can expect the following : ( the rest was not relevant and boiler-plate. 
Then it went on ... .. '' If you need additional support, Upstart has other temporary hardship programs related to COVID-19. You can request assistance by filling out this hardship assistance form online. You must be logged into your Upstart account in order to access the Hardship assistance form. If your request is approved, you will be notified via email at your address on file within the next 10 business days about modification options available to you. '' This is the grey area and the area that led to a huge misunderstanding, apparently. They ask, " If I need additional support? You can request assistance by filing out a hardship form? '' What? I had just asked for support! What were they talking about? Why was I not told that I MUST FILL OUT THE FORM. THAT IT WAS REQUIRED! What are they talking about? 
I responded in that same email with : " First of all I requested a forbearance last month, in XXXX. Not from XXXX!! I did not chose to not pay in XXXX. I made my XXXX, XXXX and XXXX payments. By the time it was time to pay the XXXX payment it started getting tough. That is when I requested a forbearance. Period. Here is what I received below, dated XX/XX/XXXX. 

They ignored this and are continuing to now ignore me. I send several more emails and they are ignoring them. With this company you deal with a nameless, faceless individual. Who knows who it is? It's disgraceful. I told them that if they dared to mar by credit I will not be making a further payment. period. I wanted a forbearance for XXXX and XXXX actually. At least. I was affected by the virus. My salary was cut by XXXX!! I have my regular mortgage on forbearance right now, currently. This company is operating almost like a fraud. what is this? Why is a manager not contacting us?

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation