Consumer complaint received 2024-06-18 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Can't close your account
Company: UPGRADE, INC.
State: CA

Complaint narrative:
This is in addition to complaint XXXX which was transferred to the FDIC and closed here. I tried to file this complaint on the FDIC website but was unable to when the Upgrade XXXX name did not return any results. I received a message from XXXX XXXX XXXX 

XX/XX/year> XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX email only to : XXXX RE : FDIC Complaint ID : XXXX Dear XXXX XXXX : XXXX XXXX XXXX  has received your above referenced complaint and welcomes the opportunity to respond. 

At the onset its important to note that Upgrade offers Rewards Checking Plus accounts and Performance Savings accounts in partnership with XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX ), A XXXX XXXX XXXX, FDIC-insured bank. Based on your correspondence and our review, we were unable to confirm an Upgrade account with your information. XXXX XXXX received and responded to the XXXX transaction recall request from your financial institution, and can confirm that partial funds in the amount of {$.00} were recovered and sent to your financial institution via check. As XXXX XXXX  could not confirm an account with your information, we are not able to access or advise further beyond what was shared with your financial institution. Should you have any questions related to your XXXX transfer from your XXXX account, XXXX XXXX  requests that you reach out to XXXX directly to resolve this matter. 

XXXX XXXX regrets that we are unable to assist you with this matter further. We are truly sorry that you suffered this loss. 

Finally, your complaint indicates that you have reported this matter to law enforcement. Please be assured that XXXX XXXX will fully cooperate with any investigation into this transaction. 

Sincerely, XXXX XXXX XXXX XXXX : FDIC This indicates it was actually Upgrade that did not properly identify when opening the fraudulent account in my name and also states that they can't verify an account while also returning {$0.00}. That seems like contradictory information. If they can't verify my account why would they return the money. This also leaves me to question whether an account is still opened in my name and on my credit report while on my first check I did not see anything unusual. I will be checking again after a period of time to be sure all is still well, but wanted to be sure to filed a XXXX report now in case their are any issues in the future. I will be contacting Ugrade next to get it documented that I attempted to contact them to resolve any issues as well. 

My document won't attach no error given so I cut and pasted it here. I also can't update my contact information here on this site. I would prefer you add phone number XXXX since that is where every single other report on this bank fraud/identity theft is verifying too since the XXXX number may be compromised and then all information regarding the fraud is on one device not multiple devices. I assume I made the error on the previous report but don't see a way to rectify it on this site. 

Unable to provide Upgrade account type, number, or billing address since I did not open the accounts I don't know what accounts were opened or what information was used.

Company response to consumer: Closed with explanation