Consumer complaint received 2025-01-28 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: UPGRADE, INC.
State: OR

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am filing a formal complaint against Uplift, now operating as XXXX by Upgrade, regarding an inaccurate late payment reported on my credit report for XX/XX/XXXX. Despite numerous attempts to resolve the issue directly with the company, I have been unable to reach a satisfactory resolution. Below are the details of my interactions with Uplift/XXXX  XXXX their uncooperative behavior, and the inaccurate information on my credit report. 

Who : Company Name : Uplift, now known as XXXX  by Upgrade Customer Service Representatives Involved : XXXX ( Representative ) XXXX ( XXXX ) Other Representatives and Managers What : Issue : A late payment for XX/XX/XXXX was inaccurately reported on my credit report. 
I had auto-pay set up for the account, but Uplifts system failed to process the payment as expected, causing a late payment to be reported. This was a system error on their end, not due to any fault on my part. 
Despite multiple calls and attempts to have the late payment corrected, Uplift/XXXX  has refused to acknowledge their error and failed to remove the inaccurate late payment from my credit report. 

Where : Initial Contact : On XX/XX/XXXX, I called Uplift/XXXX  customer service to discuss the inaccurate late payment. The representative, XXXX, informed me that nothing could be done. I was transferred to XXXX, a manager, who also told me that nothing could be done. When I requested to dispute the charge, she reluctantly agreed but mentioned that it would be a waste of time. 
Follow-Up Contact : On XX/XX/XXXX, I spoke with a different representative and another manager. They claimed their engineering team confirmed the error was not a system fault. When I asked how this confirmation was made, their responses were vague and unconvincing. They failed to provide any clear explanation and did not send me the documentation I requested. 

Why : System Failure : I had auto-pay set up and believed everything was in order. The system failure on Uplift/XXXX  side caused the payment not to be processed as intended. 
Lack of Accountability : Despite the fact that the error was clearly a result of their system malfunctioning, Uplift/XXXX  has refused to take responsibility for their mistake. They continue to deny accountability and are unwilling to make any efforts to correct the inaccurate late payment on my credit report. 
Disrespect for Consumer Rights : Throughout my communications with Uplift/XXXX  , they have not acted in good faith. Their representatives were dismissive, unhelpful, and unwilling to advocate for their customers, showing a lack of respect for my rights as a consumer. 

Request for CFPB Intervention : I am asking the CFPB to intervene and advocate on my behalf in this matter. I respectfully request that Uplift/XXXX  take the necessary steps to correct this error, remove the inaccurate late payment from my credit report, and ensure that the matter is resolved in a fair and timely manner. 

I have attempted to resolve this issue directly with Uplift/XXXX  XXXX but their refusal to take responsibility for their system error and their failure to assist me have left me with no other option but to escalate this to the CFPB. 

Conclusion : This complaint serves to highlight Uplift/XXXX  unwillingness to cooperate, their lack of accountability, and their failure to respect consumer rights. I am requesting the CFPBs assistance in ensuring this inaccurate late payment is removed from my credit report, as the late payment is the result of a system error and is not a reflection of my payment history. 

Thank you for your attention to this matter. I look forward to your prompt assistance in resolving this issue. 

Sincerely, XXXX XXXX XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX, Or XXXX

Company response to consumer: Closed with explanation