Consumer complaint received 2025-09-06 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Getting the loan — 
Company: Upstart Holdings, Inc.
State: CA

Complaint narrative:
Hello, I have been working with the company Upstart on applying for a Personal Loan to help cover expenses and pay off debt. I've been experiencing a number of issues with this process, from extremely poor customer service, misinformation about my loan status and the application process, being told conflicting information, being transferred and subsequently hung up on over the phone with no call back, and constant loan denials with different reasons stated for each denial.

The biggest issue at hand stems from a Personal Loan application I completed on XX/XX/year>. This loan application was denied at the end of the process due to a new hard inquiry showing on my credit report from a credit card company called XXXX credit card. This account was opened erroneously, and I called the same day it opened to cancel the application. Upstart requested information showing this credit was closed, which I provided, but they denied my request anyways saying that I did not provide the requested information. I think asked for a supervisor to contact me after making several calls to Upstart and getting nowhere. The supervisor never called. I then requested a personal relief loan through XXXX by way of Upstart and was approved for that loan, but it was not enough to cover my expenses so I continued to pursue the personal loan which was a greater amount. I continued to call in hopes to resolve the issue and finally got in touch with a supervisor after around XXXX different attempts. This supervisors name was XXXX as well, and told me that the only thing I could do was re apply for a loan 30 days after the denial, which was today, XX/XX/year>. I tried to reapply on that day, but the application would not go through. I then tried to create a new application through a new email address of mine and that was denied for excessive credit inquirey attempts, most of which was with this company due to the issues I am describing. I then called customer service again, was hung up on twice after " being transferred '' to someone who can help. Finally after 4 attempts in one day I spoke to someone who told me that I needed to pay three months consecutively on the personal relief loan I opened in XX/XX/year>. This did not seem correct, because when I did speak to the supervisor XXXX, he did not mention that and in fact said that the personal relief loan was with XXXX and the Personal Loans are through another company, so those should not be an issue. You can check the transcripts of the phone recordings for his exact wording. I communicated this to the customer service person today, and then was transferred and hung up on. I called back, spoke to another lady who said that I needed to make 6 consecutive monthly payments on my personal relief loan. So now i've been told by a supervisor that the personal relief loan does not factor into this new loan, and that i needed to make 3 monthly payments, and that i needed to make 6 monthly payments. Nowhere in the loan denial, application, or disclosure process does it state anything of this nature, so essentially i've been mislead and provided false information by at least 3 customer service representatives, including a supervisor. I communicated this to the next customer service representative and asked to speak to a supervisor- they told me the supervisor would call back. I'm not confident this will happen due to what I've already described above. 

I believe this company is actively misleading consumers by providing false information about the loan application and approval process. I also believe this company is predatory by nature, and unethical. I would like someone to investigate their lending practices further. I'm sure that I'm not the only one who has issues with them. 

Thank you, XXXX

Company response to consumer: Closed with explanation