Consumer complaint received 2023-03-25 00:00:00
Product: Payday loan, title loan, or personal loan — Installment loan
Issue: Getting the loan — 
Company: UPGRADE, INC.
State: MA

Complaint narrative:
On XX/XX/XXXX I received an email from XXXX, from the loan company, XXXX. The email said : Hello, Thank you for your recent application for a loan through Upgrade. Unfortunately, your request could not be approved at this time. However, you may reapply in 30 days if you feel that your circumstances have changed. 
Click here for more information on why your application was not approved. 
Thank you, Upgrade Customer Support I did NOT apply for a loan. I clicked on the " Click Here '' link that took me to a page with a list of documents, all dated XX/XX/XXXX. In my name were the following documents : -Terms of Use Agreement -ESIGN Act Consent Agreement -Credit Profile Authorization Agreement -Upgrade Privacy Notice Agreement -Adverse Action Notice Upon seeing this, I became even more worried and called the company. The representative I spoke to said she saw " nothing in her system '' in my name and just not to worry about it. I asked, " How can you not see anything? I am on your website and see all of these documents in my name. '' They proceeded to search a different way ( my social security number, address, etc. ) and still " found nothing. '' They said for me to call the credit bureau about it, even though they said my credit was not looked at. ( How can a loan decision be made without looking at my credit? ) I requested to speak to their supervisor. The supervisor, XXXX, came to the phone and after our conversation of me explaining the situation, told me that she would escalate this and put it into an investigation. 

On XX/XX/XXXX, they responded in email to my concern, writing : " We have reviewed the details of your claim. According to our records, an application was submitted in your name. We have corrected our internal records and canceled the application in our system. No further action is required. '' So, they confirmed there WAS an application submitted in my name but told me nothing about how this has happened and how/if my social security number and personal information was compromised. Clearly if there is a loan application in my name, and I did not initiate it, there is fraud happening. I wrote back and stated their reply was not okay and asked, HOW was an application submitted in my name. 

On XX/XX/XXXX ( their email is dated XX/XX/XXXX ) they wrote again, responding, " We understand your concern regarding this matter. Unfortunately, we do not provide information on how we determine our findings to consumers. '' This is completely unacceptable to me. I need to know if my information has been compromised or not, if they have been negligent, and how they will resolve this and ensure of my consumer protection. Of further concern, I received an email last month stating the same thing about a loan being denied, but got sidetracked and did not follow up on the matter until I received a second loan denial this month. 

I have attached the emails and documents that are fraudently in my name.

Company response to consumer: Closed with explanation