Consumer complaint received 2024-11-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: UPGRADE, INC.
State: CA

Complaint narrative:
Email associated with account : XXXX Summary of Issue : For several months, XXXX has miscalculated my balance, available credit, and has improperly processed payments, credits, and disputed charges on my XXXX XXXX XXXX XXXX  account. These errors have led to a large discrepancy between what I am owed and the available balance shown on my account, which is currently listed as only {$42.00}. This figure is grossly inaccurate and does not reflect the thousands of dollars XXXX owes me due to repeated miscalculations and processing errors over at least XXXX to XXXX months. 

Specific Errors and Problems : For XXXX recent months ( XX/XX/XXXX- XX/XX/year> ), However this issue continues on until my account was closed. XXXX months total. I have evidence of the following miscalculations and improper transaction processing : XXXX. Incorrect Payment Applications : My statements show multiple ACH payments, direct payments, and credits that were not applied correctly to reduce my balance. Although these payments should have lowered my outstanding balance, Upgrades accounting has failed to incorporate them accurately, leading to an inflated balance. 

XXXX. Dispute Resolution Mishandling : I disputed several charges that Upgrade initially credited, yet these charges were later reapplied to my account despite my dispute being valid. This reapplication of resolved disputes essentially reversed the credits, causing an erroneous increase in my balance that remains uncorrected. 

XXXX. Fluctuating and Incorrect Interest Charges : Between statements, the interest accrued on my account varied significantly without any substantial balance change. These interest adjustments are inconsistent and suggest further calculation errors, adding unnecessary costs and confusion to my account. 

XXXX. Application of Post Payments and Balance Adjustments : My statements show many entries listed as post payments or credits, yet there is no clear indication of how these transactions impact my balance. These unclear adjustments may represent partial or incorrect applications that dont fully reflect my actual payment history. 

XXXX. Delayed or Inaccurate Effective Dates for Transactions : In some instances, the dates listed for credits, debits, or payments do not align with the effective dates shown on my statements. As a result, past charges have been applied retroactively, which distorts my true account balance at each statement closing date. 

XXXX  XXXX and Account XXXX : I have contacted XXXX repeatedly over the past several months to correct these issues, yet they have failed to take action. Furthermore, XXXX has since closed my account, citing identification issues as the reason for the closure. I can easily prove my identity and believe this justification is baseless. I suspect that the account closure is an attempt to avoid addressing these errors and paying the balance owed to me due to their internal processing mistakes. 
Request for Resolution : I am requesting the CFPBs intervention to ensure XXXX performs the following actions : XXXX. XXXX a full audit of my account from at least the past XXXX to XXXX months to identify and correct all miscalculations, retroactively applying payments, credits, and dispute resolutions accurately. 
XXXX. Provide me with the correct account balance, accurately reflecting the thousands of dollars owed to me due to repeated processing errors. 
XXXX. Ensure that XXXX reinstates my account access, or alternatively, disburses the total funds owed directly to me. 

XXXX continued inaction on this issue has caused significant financial and emotional distress. I believe that this issue should be resolved immediately to prevent further financial harm. 

Thank you for your attention to this matter. I appreciate any assistance the CFPB can provide in ensuring XXXX corrects these errors and fulfills their obligations.

Company response to consumer: Closed with explanation