Consumer complaint received 2022-04-19 00:00:00
Product: Payday loan, title loan, or personal loan — Personal line of credit
Issue: Problem when making payments — 
Company: UPGRADE, INC.
State: MO

Complaint narrative:
On XX/XX/XXXX I applied for and was approved for a 3 month reduced Hardship payment plan towards my account due to unforeseen medical reasons. Prior to this I had never been late or missed a payment towards my account since it was opened. After my approval I called to speak with someone regarding the payment amount as I received a follow up approval for my scheduled payment plan however the payment amount was not listed. I was then told by the representative that I did not qualify for the hardship payment plan since my hardship was not directly related to COVID-19 ( even though no where in the application process did it state that the hardships approval had to be specifically related to COVID-19 ). After calling back a number of times and speaking with multiple representatives and still receiving emails showing my approval I was finally told that I WAS in fact approved for the hardship payment plan, however this was after being told to set up a one time ACH payment in the amount of {$200.00} for XX/XX/XXXX, or else I would be reported to the credit bureau, in which I did. After being told of my approval and provided the dates of XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX for payments due each in the amount of {$65.00}. I asked to be removed from all reoccurring payments and would call in the payments myself and was then told by the representative that all ACH and reoccurring payments were in fact removed. I submitted a payment in the amount of {$65.00} on XX/XX/XXXX which was later returned after being submitted for payment twice. On XX/XX/XXXX a payment in the amount of {$200.00} was submitted for payment ( originally set up back in XX/XX/XXXX and was suppose to be removed from automatic payment ). Even after this payment was submitted I continued to receive emails and collection calls stating my account was past due and was then reported to the credit beueru as a negative remark. After numerus calls made to Upgrade by me ( 20+ ) to follow up on this payment being credited to my account, I was told by a number of representatives that there was no history of a payment in that amount made, then I was told by several representative that that payment was returned ( when in fact it was PAID ). No one could seem to locate this payment made even though I could see it under my account activities on the Upgrade app. I was then told to submit my bank statement showing the amount paid. I submitted the first copy of the statement and was told they could not accept it because it had been altered ( I circled the payment ). I then sent another copy 4 times after being told on multiple occasions that they never received the statement nor payment. After being asked to submit my bank statements for the 6th time. I refused to do so as I provided them with the dates/times and names of the representatives to responded to receiving the statements each time. At this point I was beyond frustrated after making numerous of calls to follow up on this and getting the run around, being on hold or calls for hours at a time and being told that I would get a return phone call from someone from upgrade to follow up on this matter ( which NEVER happened ). It was not until the end of XX/XX/XXXX when I was FINALLY told that since my 1st hardship payment in the amount of {$65.00} was returned then I was removed from the hardship plan even though a payment was made on XX/XX/XXXX for {$200.00}. I NEVER received a email, letter or follow up call stating that I was in fact removed from the hardship plan, and that payment of {$200.00} was applied towards past due and late payments unbeknownst to me. I was then approved again to be placed back on another hardship payment plan by a Collections Loan Supervisor. My payments were to be made on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX all in the amount of {$65.00} and I would be placed back in good standing. I made my payments of {$65.00} for both XXXX and XXXX in full and on time but still continue to get collection calls and late fees and to be told that I was not on the payment plan. I asked to speak with a supervisor once again and then was told that they have record of my payment for XXXX being returned ( WHICH IT WAS NOT ). I was then asked again to submit my bank statements which I refused to do so since the previous statements had " Never been received ''. I instead submitted a letter from my local bank on letter head on XX/XX/XXXX stating the dates both XXXX and XXXX 's payments were cleared. However, I still am getting collection calls and no records of my payment plan. Meanwhile, I have not been able to use my card since XX/XX/XXXX in which I still have funds available. Also they have again recently reported this on my credit. I am beyond livid with this company and this entire process. My purpose of applying for the hardship plan was to stay on top of this and this process however this has caused me more hardship.

Company response to consumer: Closed with explanation