Consumer complaint received 2024-09-12 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Uplift, Inc
State: CA

Complaint narrative:
Let me first state that I loved Uplift and had been, largely, a very happy customer. 
As of today, I have used their service for 4 different loans ( 3 of which are paid in full ) since becoming a customer 1 year ago, and have recommended their service to others. 
Between XXXX XXXX XXXX, XXXX, I had an ongoing discussion with XXXX XXXX XXXX XXXX XXXX at Uplift regarding the Loan ID in question, specifically as it pertains to the derogatory marks on my credit for this loan. 
Unfortunately, it was clear from the voicemail left for me by XXXX XXXX on XX/XX/XXXX that despite my articulating my reasoning for requesting the deletion of these derogatory remarks in extreme detail by phone, my request was processed through the metaphorical 'compliance mill ' without sufficient detail being communicated through the chain. 
Understandably, without these details being properly communicated to the Compliance team, my request was denied and I received a boilerplate response. 
As such, I then detailed everything that I communicated to XXXX and XXXX with the goal of their company making a policy exception and deleting all derogatory remarks from my credit reports in an email which I sent to XXXX Uplift employees. 
I included a ledger detailing relevant Loan IDs, origination dates, payment dates, and payment amounts related to this matter. 
The loan in question was my first loan with them. This loan was reported as 30 days late in XXXX XXXX, 60 days in XX/XX/XXXX, and 90 days in XX/XX/XXXX. Once I discovered this in XXXX, it was immediately paid. 
However, between XX/XX/XXXX and XX/XX/XXXX, I made a total of XXXX separate payments for Loan IDs XXXX and XXXX, at times paying more than the amount owed ( example : payment of {$200.00} on XX/XX/XXXX for Loan ID XXXX ) A reasonable person would wonder, " Why would this borrower pay in advance on loans not yet due and let another loan go delinquent? '' Herein lies the reasoning for my request for an exception, and a recommendation ( which I made to XXXX XXXX XXXX XXXX, to make a change to Uplift 's mobile experience and related SMS notifications. 
As the XXXX  of a XXXX person XXXX XXXX, I deal with user feedback about XXXX regularly, and would normally like to think of myself as savvier than the average bear regarding issues like this. 
Through XXXX and XXXX, I continued to receive text messages from Uplift saying 'Resolve your past due balance '. However, when the provided link was clicked, their portal displayed the most recently originated loan. 
A user must scroll down to see their other loans. 
To whit, there is also no indicator, red flag, or notification upon login saying " XXXX XXXX XXXX, scroll down to see the past due loan we were talking about ''. 
As such, I kept making payments on my more recently originated loans, and not the past due loan, thus causing my original loan to go severely delinquent. 
If you compare the payment ledger with the screenshot of my 'past due ' notifications, you can see payments made on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ( the same days that I received text messages ). 
So, in summation, yes, I paid very late on Loan ID XXXX, and take accountability for such. 
However, my reasoning for doing so was due to a lack of clarity in the user experience provided to borrowers with multiple loans. I would never have deliberately allowed a loan, particularly such a small one with a payment of barely {$100.00}, to get so far past due. 
I believe any reasonable person who reviews the information I provided and actually goes through the user interface would see how this honest error could have been made. 
Again, I am formally requesting that all derogatory remarks reported to XXXX, XXXX, and XXXX be deleted for Loan ID XXXX. 
After sending a very detailed email about this to XXXX people at Uplift ( and their parent company, XXXX ), I received a call back from a low-level customer service rep indicating that no change would be made on my credit report. I asked for him to send me an email or paper mail to confirm this. I did not receive it, so I emailed him directly requesting it. After 1 month, I have still not received anything about this matter. 
XXXX XXXX XX/XX/XXXX

Company response to consumer: Closed with explanation