Consumer complaint received 2024-12-12 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: UPGRADE, INC.
State: FL

Complaint narrative:
Approximately eight months prior to my intended cruise trip, I discovered on the XXXX website that I could utilize Uplift for payment options. I submitted an application and received approval from Uplift on XX/XX/year>. According to the payment schedule, I was required to make monthly payments on the XXXX of each month, totaling XXXX payments. The first payment was scheduled for XX/XX/year>. However, by XX/XX/year>, I attempted to contact XXXX customer service multiple times without success. Consequently, I submitted a message through their website to request the cancellation of my trip due to unforeseen circumstances. On XX/XX/XXXX, I made another attempt to reach customer service, as I had not yet received a response. I located an email address from my booking confirmation and sent an email reiterating my cancellation request. A few hours later, I received a response instructing me to call customer service. After finally speaking with a representative, I communicated my need to cancel the trip. The cancellation was processed, and I was informed that a confirmation email would be sent within 24 hours. On XX/XX/year>, I received the confirmation email from XXXX. I promptly contacted Uplifts customer service to inform them of the cancellation and provided the confirmation details. The agent noted my account but mentioned that they had not yet received confirmation of the cancellation. After a few days, on XX/XX/year>, I called Uplift again, as my second payment was due that day. The agent confirmed that my cancellation had been received and that processing would take a few days. Subsequently, on XX/XX/year>, I received an email from Uplift. 

I would like to provide some context regarding the circumstances that led to my complaint with the Consumer Financial Protection Bureau ( CFPB ). On XX/XX/year>, I received an alert concerning my credit score from all three major credit bureaus, indicating a significant change. Upon reviewing the alert, I was dismayed to discover that my credit score had plummeted by XXXX to XXXX points across the bureaus. This decline was attributed to a report indicating that my Celtic ( Uplift ) account balance had decreased, the account had been closed, and it was marked as 30 days late. This situation has severely impacted my credit score, especially since I had followed the appropriate procedures to cancel my trip prior to the first scheduled payment becoming overdue. I promptly filed disputes with all three credit bureaus, and this morning, I received an email from XXXX confirming the completion of my dispute. The response indicated that Uplift maintained that the reported information, including the late payment, was accurate. I contest the accuracy of the late payment remark, as I was not informed that the cancellation, I initiated with XXXX would take five days for Uplift to process. Consequently, this delay adversely affected my credit score, despite my cancellation occurring before the payment due date of XX/XX/year>.

Company response to consumer: Closed with explanation