Consumer complaint received 2026-03-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: UPGRADE, INC.
State: AL

Complaint narrative:
Product : Bank account / prepaid card Issue : Unauthorized transactions/ Regulation E error resolution Company : Upgrade ( Upgrade, Inc. ) What happened : I am filing this complaint because Upgrade denied my Regulation E dispute regarding multiple unauthorized debit card transactions on my account, despite my reporting them within two business days and providing evidence that the merchants involved appear suspicious or potentially fraudulent. Unauthorized Transactions These debit card transactions were not made by me : XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX {$210.00} XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX {$160.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$270.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$250.00} I did not authorize these charges. XXXX XX/XX/XXXX I reported the unauthorized transactions, within two business days of discovering them. My debit card was deactivated and replaced immediately. A provisional credit was issued, as required by Regulation E. XX/XX/XXXX Upgrade reversed the provisional credit. I requested the investigation documents, as required under Regulation E 1005.11 ( d ), but I still have not received them. Automatic Savings Transfers ( Also Unauthorized ) During the period of the fraudulent transactions, Upgrade automatically transferred funds from my savings account into my checking accountwithout my authorizationwhich increased the amount of money available to the unauthorized transactions. Merchant Legitimacy Concerns I attempted to contact each vendor but none appear to have functioning phone numbers, email addresses, websites, or storefronts. XXXX XXXX searches show : XXXX XXXX No record found ( NJ ). XXXX XXXX XXXX Entity ID XXXX, formed XX/XX/XXXX. XXXX XXXX XXXX XXXX XXXXXXXX. ID XXXX, formed XX/XX/XXXX. XXXX XXXX XXXX Entity ID XXXX, formed XX/XX/XXXX. These entities appear newly created and possibly fraudulent, raising concerns about the reliability of Upgrades investigation. Regulation E Violations Upgrades actions appear to violate several requirements of Regulation E : 1005.6 ( b ) ( 1 ) : My liability is limited to {$50.00} because I reported the unauthorized transfers within two business days. 1005.6 ( b ) ( 2 ) : Liability can not be increased due to alleged negligence ( e.g., failing to safeguard a card ). 1005.11 ( c ) : Provisional credit must be provided if the investigation is not completed in time. 1005.11 ( d ) : If the bank denies the claim, they must provide all documentation relied upon to make that determination. I never received this. Because Upgrade wont provide the required investigative documentation, I can not verify whether they followed the law when reversing my provisional credit. Consumer Harm I have been charged for transactions I did not make, funds were moved between my accounts without authorization, and the bank reversed my provisional credit without providing the investigation records required by federal law. I am requesting the CFPBs assistance to ensure Upgrade complies with Regulation XXXX and properly resolves this matter.

Company response to consumer: Closed with explanation