Consumer complaint received 2025-10-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: UPGRADE, INC.
State: PA

Complaint narrative:
On XX/XX/XXXX at XXXXXXXX XXXX XXXX I returned a phone to XXXX XXXX. XXXX XXXX XXXX policy, the {$1100.00} refund went back to the original payment method, which was my Upgrade XXXX Card ( their credit/charge product ). 

XXXX told me they were having a system issue on XX/XX/XXXX, so the refund didnt post that day. The {$1100.00} finally posted to my Upgrade XXXX Card on XX/XX/XXXX at around XXXXXXXX XXXX XXXX 

At that point Upgrade told me I did not owe a balance, so the funds would be moved to my Upgrade Rewards Checking account by ACH. I was told the disbursement to my checking account went out on XX/XX/XXXX at XXXXXXXX XXXX XXXX, with an expected arrival in XXXX business days. 

From that point forward I received multiple different promises from Upgrade : that I would have the money by Friday, then Monday morning, then by close of business Monday, then within XXXX hours, and that the funds were in final processing and no further action is required. 

Those statements were given to me verbally and in writing by Upgrades leadership, Advocacy, and Rewards Checking support. 

The money never posted on any of those timelines. 

On XX/XX/XXXX ( XXXX business days after the supposed XX/XX/XXXX disbursement ), I was finally told for the first time that the ACH transfer of the {$1100.00} had actually FAILED and did not reach my checking account. 

Until XX/XX/XXXX, Upgrade continued telling me the funds were already sent, in final processing, and would be available by end of day, even though they already knew ( or should have known by the next business day ) that the ACH failed. 

Because the money was never released to me, I experienced direct harm : I missed a scheduled in-person legal preparation meeting related to an active federal civil matter. Travel to that meeting depended on having access to my account funds. 
I missed prepaid appointments ( including a grooming appointment for my dog that I had already paid for from my Upgrade checking account, and a haircut appointment tied to that legal meeting ). 
I was blocked from normal spending, including medication for my dog. 

In addition, Upgrade incorrectly flagged me internally as having had a negative balance, which they then used to deny me early funds availability/ Boost. That negative balance was caused by the banks own internal misrouting of a small Pay Now debit transaction ( about {$8.00} on XX/XX/XXXX ) into the wrong bucket, not because I overdrew my account. My checking statement for that period shows I had a positive balance. I raised this to them in writing on XX/XX/XXXX and XX/XX/XXXX. 

After I escalated, Upgrade quietly fixed the ledger on the credit side ( my XXXX Card no longer shows me as negative ), which shows they know this situation was not caused by me. But they still did not release the {$1100.00} to my checking. 

I asked Upgrade in writing for : the ACH trace number for the {$1100.00}, the effective entry date, when they became aware the ACH failed, and when my funds would be made available. 

They have not provided that information. Instead they continue to tell me to wait or call back. 

At this point, I believe : XXXX. Upgrade represented that my refund money had been sent to my checking and would be available on specific dates, when in fact it was not. 
XXXX. Upgrade knew ( or should have known ) the XXXX failed and did not inform me promptly or give me provisional access. 
XXXX. Upgrades own internal accounting error caused me to be treated like I overdrew, which cut off access to features I normally rely on. 
XXXX. I suffered financial harm, missed legal obligations, and reputational harm because I could not appear for counsel when promised funds did not arrive. 

I am requesting that CFPB require Upgrade / its partner bank to : immediately credit the {$1100.00} into my checking and make it available ; provide in writing the ACH trace, effective date, and failure timeline for the original transfer ; clear any internal negative balance / risk flags that were caused by their system, not my behavior ; and provide restitution for the missed legal meeting and prepaid appointments that I could not attend only because the bank withheld funds it told me I would have. 

I have tried to resolve this directly with the company many times. I was told different stories by different departments ( card servicing, rewards checking, leadership, advocacy, and treasury ), and no one will give me the trace information or release my funds.

Company response to consumer: Closed with monetary relief