Consumer complaint received 2024-07-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: UPGRADE, INC.
State: CA

Complaint narrative:
On XXXX XXXX I was XXXX XXXX, I received an email from Upgrade stating notification of card activity, as soon as I see that email, I immediately opened the email because I last used this card on XX/XX/XXXX. The following transaction was on XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX, CA USA {$150.00} and XX/XX/XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX CA USA {$69.00}. I received an email only for the {$150.00} transaction at XXXX and saw the email close to XXXX on XX/XX/XXXX. I started chatting with an agent to stop all charges and dispute the charges they were not able to help me over chat, so I called Upgrade Card and told them someone is using my card its not me and requested a new card, and to put a block on the card so they won't be able to use it. I told them the card is in my possession, again the card in my possession was the card I last used on XX/XX/XXXX. The representative asked me to confirm my address to send my new card, which I did, and he said it didn't match, so I gave my pervious address located in XXXX XXXX which I moved out of that address on XX/XX/XXXX. 

Upgrade deiced to decline my dispute because I said my card is in my possession, which I did say it because once again I thought they are referring to the card I last used in XXXX. After receiving the email of the decision, I got so upset and called upgrade again and spoke with several team workers, I asked for a supervisor I was transferred to XXXX, I asked XXXX look I already submitted a police report that its not me its fraud, I told XXXX I have a question was a new card issued to me anytime during XXXX XXXXXXXX XXXX, the reason why I asked because when I called they had my old address which it was an apartment complex, second the card was used around XXXX XXXX. He said no, and I begged XXXX to help me resolve this fraudulent activity and I should be held accountable for a charge I didn't not authorize. XXXX said he will call me back after he speak with dispute team, apparently dispute team only emails customers no phone calls. 

XXXX from resolution department called me on behalf of XXXX. XXXX told me a card was activated on XXXX XXXX, and I said what card I never received any new card and when I asked XXXX if a new card was mailed between XXXX XXXXXXXX XXXX he said no. XXXX said yes a new card was mailed out to me by XX/XX/XXXX because they had a bank change and my account qualified to be with the lender. I was not notified by Upgrade that there is lender change or a new card being mailed out. I started digging my emails I than saw an email from upgrade on XX/XX/XXXX around XXXX stating an agreement was approved on behalf of me and the card was activated. at my old address some of my sensitive personal information has been leaked, and I have also received from my mortgage company that there was data leak due to cyber attack. 

The card was mailed out to my old address, and since it was an apartment, I decide to contact the onsite manager, stating I think your current tenant stole my credit card on XXXX XXXX activated and started using it. She said if you have proof its them, we will be able to confront them, however they had mail theft on XX/XX/XXXX, at XXXX. Which she sent me the video and informed me she had notified USPS. I have asked upgrade multiple times to ask the merchants for a video footage, and they said they don't investigate that far, which I think it's unfair, since it wasn't me who used the card nor authorize anyone to use my card on behalf of me. 

I have sent a new police report to upgrade including my XXXX bills with my current address, they refuse to open the dispute and request video footage. Once again the card that was mailed out on XX/XX/XXXX, and I barley found about it on XX/XX/XXXX which over a month I been trying to dispute this fraudulent charge, I DO NOT HAVE THAT CARD IN MY POSSESSION ITS LOST/STOLEN. 

I got upset and called one of the Merchant XXXX XXXX XXXX and asked what type of service was done he said oil change for a XXXX XXXX ( I do not own a XXXX ), I asked if he had that vehicle license plate number, he got very hostile and started yelling at me stating if he wanted to go and get their client DOB and SS. He said he won't release any information regarding his client, The person I spoke with at XXXX XXXX XXXX, I told him his client used my card fraudulent, and before authorizing or swiping the card why didn't you take precaution and verify with ID of who using the card, he said " that's the last thing for me to do is stand and asking for a ID to verify if the card belongs to client or not " I am reaching out to you to help me resolve this fraudulent activity, The credit card company won't due any further investigation to get to the bottom line of who stole my credit card / Identity. Per upgrade they don't look or request video footage they don't investigate that far!! XXXX XXXX XXXX is being very hostile. I have filed 2 police reports and will file another police report stating the card mailed out on XX/XX/XXXX, and that was activated on XX/XX/XXXX, is not in my possession. I also went to the police station they said they can't help me and I would need to seek help from CFPB and credit card bureau. 

I am more than happy to provide all the police reports, my socal bills with my current address, any documents you would like, and a footage sent from the onsite manager where a mail theft took place on XX/XX/XXXX at XXXX. 

I DO NOT RECOMMEND FOR ANY ONE TO APPLY TO UPGRADE CARD, IF YOU HAVE IT CLOSE IT., THEY DO NOT HELP IN SUCH A SENSITIVE SITUATION IT HAS EMOTIONAL STRESSED ME OUT AND ITS MENTALLY STARTING TO HARM ME BECAUSE UPGRADE ISNT TAKING ACTION FOR FURTHUR INVESTIGATION ITS JUST EASY FOR THEM TO ACCUSE THEIR CUSTOMER ISNTEAD OF DO THE WORK! UPGRADE TEAM SUCKS AT COMMUNICATING, TOOK OVER 1 MONTH TO FIND OUT ALL THIS INFROMATION FROM 1 WORKER! AND SPOKE TO SO MANY MORE. I HAVE CHAT MESSAGE HOW RUDE THEY ARE, SPOKE TO XXXX TODAY FROM MEMBER LEADERSHIP, I ASKED TO SUPERVIOSR AND HE SAID HE IS THE HIGHEST AND NO ONE ABOVE HIM BUT CAN'T CLAIM TO BE A SUPERVIOR. HE WAS RUDE AND SAID THEY WON'T REOPEN THE CASE, A FEMAL I BELIEVE HER NAME WAS XXXX, AS I WAS EXPPLAING MY LONG STORY, SHE PUT ME ON HOLD WITHOUT SAYING ANYTHING USELESS. THEY NEED TO BE ABLE TO HELP CUSTOMERS IN SITUATION LIKE THIS, SEEMS MORE FRUSTRYING WHEN YOU ARE EXPERINCEING FRUALDNET ACTIVITY AND SOMONE IS TAKING YOUR PERSONAL INFORMATION ON TOP OF IT UPGRADE CARD IS BEING FRUALDENT FOR BEING TOO LAZY TO WORK AND SEE REALLY WHATS GOING ON THEY JUST WANT YOU TO PAY YOUR FELT OR NOT THEY LOVE TO ACCUSE!

Company response to consumer: Closed with monetary relief