Consumer complaint received 2025-07-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Application denied
Company: UPGRADE, INC.
State: CA

Complaint narrative:
CFPB, I am writing to file a detailed and urgent complaint against XXXX due to their ongoing and unfair pattern of denying me access to their financial services. Despite multiple attempts over an extended period, XXXX has consistently declined my efforts to engage with their platform and make use of their products. I am deeply concerned that these repeated denials are based solely on internal assessments of my past history, rather than a fair evaluation of my current financial status, behavior, or demonstrated improvements. 

As a consumer, I have worked hard to repair my financial standing and rebuild my credit after facing difficulties in the past. Ive taken responsible steps to meet my obligations, reduce my debts, and become more financially stable. However, despite these efforts and measurable progress, XXXX continues to use my prior historylikely stemming from years agoas the only basis to deny me credit. This persistent rejection is not only unfair, but deeply disheartening, especially when no meaningful explanation is given. 

In each attempt to access XXXX services, I have not been given a proper justification as to why my application or account is being blocked. I believe this type of vague or nonexistent reasoning is harmful and leaves consumers with no opportunity to learn from past mistakes, correct inaccurate information, or understand the basis for the decision. If XXXX is relying on internal data that is not reflected on standard consumer credit reports, I have no access to that information and no way to dispute or amend it. This creates a system where consumers are penalized behind closed doors, with no due process or pathway to rehabilitation. 

XXXX continued denial feels permanent and punitive, as though I am being blacklisted for life for financial missteps that I have already worked tirelessly to overcome. It gives the impression that their policies are designed to shut out consumers who have had difficulties in the past, regardless of how much growth or effort theyve demonstrated since. This mindset directly contradicts the principles of fair credit and second chances, which are essential for any balanced and ethical financial system. 

Furthermore, XXXX practices reflect a larger systemic issue in how companies use proprietary algorithms and internal data to make determinations about a persons creditworthinesswithout disclosing these methods to the consumer. This creates a deeply lopsided power dynamic where individuals are judged by invisible criteria and denied the opportunity to move forward. At minimum, consumers deserve to know what specific factor ( XXXX ) are leading to a denial, and to have the opportunity to correct, explain, or appeal such decisions. 

This type of opaque, exclusionary behavior discourages financial recovery, punishes those who are actively trying to improve their lives, and sends the message that your past will always outweigh your present. I dont believe this is what the Consumer Financial Protection Bureau stands for, and I am confident that your office will see the implications of allowing such practices to go unchallenged. 

It is not only about this single instance of denial. The emotional impact of constantly being shut out, despite trying to better myself, has been draining. Ive followed the rules, improved my habits, and tried to prove myself worthy of another chanceand yet I continue to be met with a closed door. Consumers like me should not be permanently penalized. XXXX is creating a barrier that runs counter to what it means to grow financially and personally.

Company response to consumer: Closed with explanation