Consumer complaint received 2025-07-09 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: UPGRADE, INC.
State: RI

Complaint narrative:
FORMAL COMPLAINT TO THE CONSUMER FINANCIAL PROTECTION BUREAU Date : XX/XX/year> To : Consumer Financial Protection Bureau XXXX XXXX XXXX, XXXX XXXX DC XXXX From : XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX, RI XXXX Re : URGENT COMPLAINT - Fraudulent Account Reporting and Failure to Investigate Identity Theft Company : Upgrade , Inc . 
Address : XXXX XXXX XXXX, XXXX XXXX XXXXXXXX XXXX, CA XXXX COMPLAINT SUMMARY I am filing this formal complaint against Upgrade , Inc. for their continued reporting of a fraudulent loan account to credit reporting agencies and their persistent collection efforts despite overwhelming evidence that I am a victim of identity theft and never applied for, received, or benefited from any loan with their company. 

DETAILED COMPLAINT Upgrade has placed a fraudulent loan account on my credit report and continues to pursue collection activities against me for a debt that is not mine. This account is the result of identity theft, and despite providing comprehensive documentation proving my innocence, Upgrade has failed to remove the erroneous reporting and cease their collection efforts. 

EVIDENCE PROVIDED TO UPGRADE : I have previously submitted the following documentation to Upgrade : Identity Theft Affidavit - Formal sworn statement detailing the fraudulent nature of this account Police Report - Official law enforcement documentation of the identity theft Statement of Fact - Detailed explanation of my lack of involvement with this account Bank Verification Call - Upgrade initiated a verification call with the bank where funds were allegedly deposited, which confirmed I never held an account at that institution UPGRADE 'S FAILURE TO COMPLY WITH FEDERAL LAW : Despite this overwhelming evidence, Upgrade has : FAILED to remove the fraudulent account from my credit report CONTINUED to report false information to credit reporting agencies PERSISTED in collection activities for a debt that is not mine IGNORED clear evidence of identity theft and their own verification process This conduct violates multiple federal consumer protection laws, including : Fair Credit Reporting Act ( FCRA ) - 15 U.S.C. 1681 Fair Debt Collection Practices Act ( FDCPA ) - 15 U.S.C. 1692 Truth in Lending Act ( TILA ) - 15 U.S.C. 1601 IMMEDIATE DEMANDS I demand that the Consumer Financial Protection Bureau take immediate action to ensure that Upgrade : 1. IMMEDIATE CREDIT REPORT CORRECTION REMOVE the fraudulent account from all credit reporting agencies immediately CORRECT any negative impact this false reporting has had on my credit score CONFIRM in writing that all fraudulent account information has been deleted 2. CESSATION OF ALL COLLECTION ACTIVITIES CEASE all collection efforts, calls, letters, and communications regarding this fraudulent debt STOP any third-party collection agencies from pursuing this matter HALT any legal proceedings or threats of legal action 3. DOCUMENTATION AND CONFIRMATION PROVIDE written confirmation that the account has been closed and marked as fraudulent SUPPLY documentation showing the account removal from all credit bureaus DELIVER a letter stating that no debt is owed and no further collection will occur HARM SUFFERED Upgrade 's actions have caused me significant harm, including : Damage to my credit score and creditworthiness Stress and anxiety from continued harassment Time and resources spent defending against a fraudulent claim Potential denial of credit due to false reporting Ongoing concern about identity theft consequences REQUEST FOR CFPB ACTION I respectfully request that the Consumer Financial Protection Bureau : INVESTIGATE Upgrade 's practices and this specific violation COMPEL Upgrade to immediately remove this fraudulent account ENFORCE compliance with federal consumer protection laws ENSURE that Upgrade implements proper identity theft investigation procedures HOLD Upgrade accountable for their failure to properly investigate clear evidence of fraud CONCLUSION This matter requires immediate attention. Upgrade has been provided with conclusive evidence that this account is fraudulent, including their own bank verification that confirmed I never held an account where funds were allegedly deposited. Their continued reporting and collection efforts constitute a clear violation of federal law and cause ongoing harm to my financial well-being. 
I trust that the Consumer Financial Protection Bureau will take swift and decisive action to ensure Upgrade complies with federal law and immediately corrects this egregious situation. 
Thank you for your prompt attention to this matter. I look forward to your investigation and resolution. 

Respectfully submitted, XXXX XXXX XXXX : Upgrade , Inc., XXXX XXXX XXXX, XXXX XXXX XXXX XXXXXXXX, CA XXXX

Company response to consumer: Closed with explanation