Consumer complaint received 2024-02-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: UPGRADE, INC.
State: UT

Complaint narrative:
I have three types of accounts with this company. The issue started when I needed to change my phone number. I thought I just had a personal loan with the company, and to find out through this process I had a checking account and a credit card. The original requests were on the personal loan. 

The phone number changed months ago, and in order to get access to my account online, the phone number is the place they want to send the two step authentication to. I started this process XXXXXXXX XXXX I called to request that my phone number be changed on my account so I could gain access to my account. I asked to change the place the verification was sent, and have it sent to my email. They said no. They helped me change my password twice on the account- which was not helpful ... as there was still the two step authentication on record... they asked everything to verify me. 

Only to tell me that I must have the account number, the balance, the apr, the loan origination amount and payment account. I did not have anything but the balance. Though I could verify my identity. So I asked that that information be sent to my physical address. 

I also found out that I have a checking account and a credit card with them. In order to change my phone number I need the account numbers of these accounts also. I need the opening balance, and the apr of the credit card, the opening balance, the account number, the limit. I let them know I did not have any of that information. I asked them to send me the truth in lending and any information I might need by us mail. 

It never came. I have called at least 10 times - being promised the information would be sent by us mail. They verify my physical address- but never send anything to me. 

I try going through their process of sending a photo with myself holding my driver license, and all the information I do have. The apr, the account # I have, the original amount of the loan, the payment etc. Only to be told I must have every bit of information and I should get it from my online account. WHich XXXX cant access because I cant get past the two step authentification of the phone that needs changed. 

After sifting through my stuff, I find I have the credit card, and the debit card in my possession. ( I dont SO I go through their process to change the phone number. Send them the information requested on a photo, with my driver license. 

So i go through the process of sending photos of the credit card, the original paper that came with it with the account number, the debit card its self, both sides, my driver license, the personal loan number, the apr, the loan origination amount .... and a photo of me holding it all. THey say they must see all of my arm .... and that I dont have the apr of the credit card, and the limit, and the credit card account number is different than the card, and so is the checking account .... like for real? 

I have asked how to get the information I dont have after requesting by mail 10 times. THey dont offer a solution. I could charge on the card, but I cant change my phone? 
I have no access to these accounts, they wont provide a truth in lending, they dont have a branch. ... .. but I have to pay them everymonth and they take from my wells fargo account. I give them that information and none of it is enough. 

I find this the most ridiculous situation I have ever been in. My driver license and a photo of me is not enough to request and receive what i need by us mail to change my phone? The authentifications are being sent to someones phone that I have no access to... I am really worried about that. Please get them to send me all of the information on every account I have with them to my us mail address. Please have them update my phone.

Company response to consumer: Closed with explanation