Consumer complaint received 2022-04-09
Company: Upgrade, Inc.
State: KS
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On or around XXXX XX/XX/XXXX my cards; including my debit card and 2 credit cards including an Upgrade XXXX Credit Card were stolen and reported stolen from my wallet. I filed a police report the week I realized the cards and ID were missing, was reimbursed quickly by my bank as they called me and thankfully stopped charges. As well as the other credit card that was used minimal was resolved with in a few weeks. Most charges were at the same retailers, some were very random, all found to be fraudulent and one creditor even took time to call a retailer and verify multiple addresses from a large retailer where items/goods were ordered and sent to several addresses and states.. and an account that was clearly not mine as I yes had used this retailer. Something I learned places such as Upgrade would later blame me for a dispute. 

When I first called Upgrade to report the card stolen ; a credit card mainly for those rebuilding credit such as myself. The CS rep sounded very XXXX XXXX XXXX ; I was not confident the info / dispute was filed correctly. I was correct. This resulted in at least 10-15 follow up calls and being told something different every call. Finally I did feel they filed it correct and around XX/XX/XXXX with very poor services on Upgrades end and a horrible process. 

Charges were made on the card from XXXX, XXXX, and other unknown unauthorized charges as I knew when the card was used and the amount I owed ; as well as my budget. I later was denied months later due to being told the police report wasnt received despite sending it via email and mail. 
I refilled the dispute with assistance from a supervisor in the dispute department; was told this would likely be resolved quickly. Was given a provisional credit once again. After having charges tacked on XXXX. This now has drug out to XXXX- I was notified the end of XX/XX/XXXX - almost XXXX more months later this dispute had been declined again due to the charges were used at places I had shopped at - well yes I have shopped at places like XXXX who does not. And that in addition it was declined due to the original dispute was less than the XXXX meaning when I had to refile this as the XXXX time I called not all the charges were included as they only included XXXX charges so I was faulted for calling back and ensuring all the charges were included for their mess up. Upgrade decided to decline the most recent dispute using this reason for their mess up and failed to look into this properly nor communicate well with me at any point in time. I asked for this in writing and was declined at told they are a paperless company and they dont provide anything in writing. I have had CS reps get angry with me for calling so much. I just want this nightmare resolved so I can pay off my actual balance as in the midst of this storm they lowered my XXXX $ XXXX XXXX to XXXX ( my actual amount owed ) and tacked on the disputed charges once the dispute was declined, thus demolishing my credit. This has severely affected my credit, life, and has been beyond frustrating. It has prevented me from getting needed XXXX items and appropriate transportation needs for my child who is special needs as I had worked HARD to rise my credit score and this issue and credit card ( lowering the limit and tacking in fraud charges 7 months later ) demolished my credit and Upgrade just sends me in circles. This is not enough debt to obtain an attorney but am I considering it ; absolutely. I just am hoping someone can assist to avoid that as i like to believe in good karma and this has just been terrible.

Company response to consumer: Closed with explanation