Consumer complaint received 2026-01-28 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: Upstart Holdings, Inc.
State: FL

Complaint narrative:
I am submitting this complaint regarding conflicting and misleading information provided by Upstart Loans concerning my loan account, which resulted in my account being placed with a third-party collection agency earlier than the timeline I was repeatedly advised of by Upstart representatives XXXX 

Prior to my account becoming delinquent, I contacted Upstart to discuss my payment status. I was advised by a representative that I was within a grace period extending through XX/XX/XXXX, and that as long as payment was made by that date, my account would not be sent to collections and would remain serviced by Upstart. This assurance was reiterated multiple times. 

After my account reflected as past due, I contacted Upstart again to confirm my standing. During that call, I was told that although late fees would apply, I remained within the grace period through XX/XX/XXXX, and that bringing the account current by XX/XX/XXXX ( the next due date ) would resolve the delinquency. Based on this guidance, I relied on the XX/XX/XXXX payment date and scheduled payment accordingly. 

Despite these assurances, my account was placed with a third-party collection agency ( XXXX XXXX XXXX XXXX XX/XX/XXXX, prior to the XX/XX/XXXX date I had been instructed to rely upon. 

Upon receiving communication from the collection agency, I immediately contacted Upstart to ask about the discrepancy. During that call, I was told that Upstart was no longer handling my account, that I would need to deal exclusively with the third-party agency, and that all payments must go through the collection agency from that point forward. I was not offered the option to resolve the account directly through Upstart, despite still being within the date I was told would preserve my standing. 

Upstart later stated in writing that my contract remained with them and that payment through the Upstart dashboard was still available. This directly contradicts the instructions I was given at the time, when I was explicitly redirected away from Upstart and refused the ability to make payment through them. 

In subsequent email correspondence, Upstart has repeatedly changed or reframed its explanations in a way that contradicts what I was told in real time. I have been told that agents can not know or advise when an account will be sent to collections, while simultaneously being told that the guidance I received regarding the XX/XX/XXXX grace period was correct. These positions are inconsistent and prevent borrowers from relying on the information provided. 

Based on these repeated contradictions, I am concerned that Upstarts representatives are not adequately trained to provide accurate and reliable information regarding grace periods, collections placement, and payment options. As a result, I feel that I was misled by the guidance I received, and that my continued attempts to address the issue through email have been met with responses that minimize, reframe, or dismiss prior representations rather than acknowledge the conflicting information provided. 

I am requesting regulatory review of Upstarts handling of this matter, including the accuracy of information provided by its representatives, the internal processes governing collections placement, and the handling of customer disputes when contradictory guidance has been given.

Company response to consumer: Closed with explanation