Consumer complaint received 2025-12-01 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Getting the loan — 
Company: Upstart Holdings, Inc.
State: CA

Complaint narrative:
Company Name : Upstart ( and XXXX XXXX, Powered by Upstart ) Application Date : XX/XX/year> I am filing this complaint due to what I believe was an improper application denial and a failure by XXXX Bank to provide a fair and accurate review of my submitted verification documents. 

Summary of Issue On XX/XX/year>, I received confirmation that my loan application had been submitted. Immediately after, the Upstart portal requested that I upload bank statements and complete a verification call. I completed all required steps that same day. 

On XX/XX/year>, I received an email from XXXX XXXX stating that my bank statement was not sufficient because the account number on my application allegedly did not match the statement. In the same email, they acknowledged that credit unions use unique account-suffix numbering systems that differ from standard banks, and asked me to provide either ( XXXX ) a direct deposit form, or ( XXXX ) a letter from my credit union confirming the connection between my membership number ending XXXX and my reported account ending XXXX. 

I immediately provided a system-generated direct deposit letter from my credit union . The document listed only the primary account holders name, which is standard for online banking. I called Upstart to explain this, and the representative stated they would notate my file because this is a common credit-union practice and the accounts indeed matched. 

Additional Documentation Provided On XX/XX/year>, I proactively contacted my credit union and requested an updated direct deposit form that included my name. They emailed me the updated letter with my name and the same unchanged account information. 

I uploaded this updated document to the Upstart portal and called Upstart again to notify them that the corrected documentation was in the system. 

Later that same day, I received a denial email from XXXX XXXX stating that my application was declined because they could not verify my bank account information. 

Attempts to Resolve the Issue After receiving the denial, I immediately contacted Upstart for clarification because I did provide accurate, matching information exactly as they requested. The representative contacted a credit analyst, who refused to re-review the file and instructed me to reapply in 30 days. 

I called again and asked to speak to a XXXX. I was told that no XXXX was available but that one would call me within XXXX hours. I have not received any callback. 

Why I Believe This Denial Was Improper I provided all requested documents, including an updated direct deposit form with my name and verified account information. In my view, Upstart/XXXX XXXX XXXX XXXX. Failed to conduct a reasonable verification review. 
Despite acknowledging that credit unions use unique numbering systems, they did not give proper consideration to the documents matching my account. 

XXXX. Provided an inaccurate or unsupported reason for denial. 
Denying my application for inability to verify bank information appears incorrect based on the documentation provided. 

XXXX. Failed to provide appropriate customer service or escalation. 
My repeated attempts to obtain clarification or speak with a supervisor were dismissed or ignored, which prevented me from resolving the issue prior to denial. 

Requested Resolution I respectfully request that the CFPB require UpstartXXXX XXXX to : Reopen and re-review my application with the documents I submitted Provide a clear explanation of what information allegedly could not be verified Confirm compliance with ECOA/Reg B adverse-action notice requirements Ensure fair treatment during the verification process for credit union members I am requesting a fair and accurate reviewnot approval, only a proper evaluation based on the correct information.

Company response to consumer: Closed with explanation