Consumer complaint received 2026-04-21 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Title loan
Issue: Vehicle was repossessed or sold the vehicle — 
Company: Upstart Holdings, Inc.
State: NJ

Complaint narrative:
I am submitting this complaint against Upstart Network , Inc. regarding a confirmed misrepresentation by their customer service team, my documented reliance on that misinformation, the resulting financial and legal harm, and the companys ongoing failure to provide a meaningful response or resolution. On XX/XX/year>, I contacted Upstart customer service to ask whether I would be able to sell my vehicle, given that my loan was secured by the car. The vehicle required repairs exceeding its total value, making a sale the most reasonable course of action. During that call, the Upstart representative explicitly confirmed that I would be able to sell the vehicle without issue. I relied on that representation in good faith. Had I been provided accurate information, I would have made different decisions regarding both the vehicle and my loan obligations. Based on that guidance, I proceeded to sell the vehicle through XXXX and provided what I understood to be the most current version of the title. On XX/XX/year>, the buyer informed me that the title I provided was not valid and that a newer title was required. I then contacted Upstart and was informed that they did, in fact, hold a more recent title and would not release or sign it over until the loan was paid in fulldirectly contradicting the information I had been given on XX/XX/XXXX. I escalated the issue and spoke with a supervisor identified as XXXX, who reviewed the XX/XX/XXXX call transcript, confirmed that the original representative had provided incorrect information, and stated that the matter would be escalated internally. I was advised this process could take up to one month, and I agreed to that timeline. After receiving no follow-up, I contacted Upstart again on XX/XX/year>. The representative reiterated the loan terms but did not address the confirmed misrepresentation. I requested escalation and was told I would receive a callback that day. I did not receive a callback. I called again on XX/XX/year>, requested a supervisor, and was again told I would receive a callback. I did not receive one. I retained a recording of this interaction. Later on XX/XX/XXXX, I received a written response from Upstart that merely restated the terms of the Promissory Note and failed to acknowledge or address the confirmed error or its consequences. I responded the same day, reiterating that my complaint concerns ( 1 ) the confirmed misrepresentation, ( 2 ) my reasonable reliance on that information, and ( 3 ) the material harm that resulted. I requested acknowledgment, a proposed resolution, and escalation to an appropriate decision-maker. I received no response. On XX/XX/year>, I again contacted Upstart requesting either a response or escalation. I was told no supervisor was available and that I would receive a callback by the end of the week. I retained a recording of this call. On XX/XX/year>, I received an email from Upstart stating that they were actively working on a resolution and awaiting internal clarification. The message did not acknowledge the confirmed misrepresentation, address the harm caused, or provide a timeline or proposed resolution. That same day, I replied requesting a specific timeline and clarification on potential resolution options. I also stated that if I did not receive a substantive response by close of business on XX/XX/year>, I would proceed with filing a complaint with the Consumer Financial Protection Bureau. I did not receive any response to that communication, nor any substantive follow-up by the stated deadline. As of XX/XX/year>, I have received no meaningful response, no proposed resolution, and no direct engagement with the confirmed error despite repeated follow-ups, recorded calls, and a clear escalation deadline. While Upstart has acknowledged delays in responding, it has not acknowledged responsibility for the confirmed misrepresentation or its consequences. As a direct result of Upstarts confirmed misrepresentation, I sold a vehicle that I was not actually permitted to sell under the loan terms. The vehicle has since been totaled, and the title can not be transferred without Upstarts cooperation. The buyer may pursue legal action against me if valid title can not be produced. I am not in a financial position to pay off the remaining loan balance in full. This situation was caused by Upstarts error, which has been acknowledged internally but not remedied. * * Requested Resolution : * * I am seeking a reasonable resolution consistent with the circumstances created by Upstarts confirmed misrepresentation. Specifically, I am requesting that Upstart : * Provide a clean title to allow completion of the sale; * * or * * * Offer a reduced payoff amount sufficient to allow the loan to be satisfied and the title released * * Summary of Issues : * * This complaint involves : 1. A confirmed instance of misinformation provided by a loan servicer 2. Documented and reasonable reliance on that misinformation 3. Resulting financial and potential legal harm 4. Repeated failure by the company to respond meaningfully or provide a path to resolution despite multiple follow-ups, recorded evidence, and failure to respond to a clearly stated deadline I am requesting regulatory assistance to obtain a formal response and a fair resolution.

Company response to consumer: Closed with explanation