Consumer complaint received 2026-04-24 00:00:00
Product: Debt or credit management — Debt settlement
Issue: Unauthorized withdrawals or charges — 
Company: UPGRADE, INC.
State: NJ

Complaint narrative:
- [ ] XX/XX/XXXX : I bought XXXX ticket, booking ref XXXX, and used Upgrade XXXX to pay over time. Upgrade email on XX/XX/XXXX : Loan ID : XXXX Todays payment amount : {$490.00} Monthly payment amount : {$490.00} Number of remaining payments : 3 Next payment due date : XXXX - [ ] XX/XX/XXXX : emailed XXXX XXXX XXXX XXXXXXXX about my reservations and the conflict in XXXX if that would affect my stay. - [ ] - [ ] XX/XX/XXXX at XXXX XXXX : I called upgrade asking about how the refund would work if I cancel my trip and use the XXXX full refund request. I was aware of the option but did not take it because of the website stating a full refund is not guaranteed. I wanted my full money back if I was not going on the trip. Did not clear answers on how the refund worked though. - [ ] On XX/XX/XXXX at XXXX XXXX I call XXXX to place a dispute on XXXX who I used as a pay over time service for the XXXX resort in XXXX and Upgrade IN CASE I will be denied a refund because I wanted to pull out of the trip ENTIRELY for safety reasons. With the XXXX representative telling me I must wait 2-3 days before my reservation to confirm a cancellation, I was nervous and wanted to fight to let the merchants behind the resort and plane tickets know I will not be traveling and thus hope to receive a refunded. - [ ] XX/XX/XXXX at XXXX PM : called Upgrade at XXXX ( XXXX ) XXXX, and spoke to representative regarding my fear of travel because of the XXXX conflict and the layover in XXXX. I noticed by now She told me that if XXXX allows a full refund request, I must file it immediately and there will be at least a 30 day delay to receive refunds. She said any installations I have paid will be returned to my bank account and the outstanding balance will be covered by the full refund given to them by XXXX - [ ] Same day there was a report of debris falling on XXXX airport. XXXX : XXXX - [ ] XXXXXXXX XXXX XXXX XXXX XXXX flights which prompted XXXX of being stuck or denied entry entirely to XXXX and thus transport to XXXX. I was considering cancelling and bailing out of the trip since XXXX XXXXXXXX XXXX XXXX XXXXXXXX - [ ] XX/XX/XXXX at XXXX XXXX : I file the refund request on XXXX website to cover all bases and follow the Upgrade representatives advice. I receive a confirmation email of the cancellation by emirates and I will receive an email regarding the final amount of my refund. - [ ] XX/XX/XXXX at XXXX XXXX : I receive email of the full refund by XXXX. I know that XXXX directly contacts Upgrade and I am imagining the installations I had paid thus far will be returned entirely like the representative from upgrade said. - [ ] I figure I should cancel my dispute with XXXX to make sure there is no conflict. I was given a confirmation of refund by XXXX XXXX as well which would be returned to the loan set on XXXX. - [ ] I believe a cancelled the dispute a week after placing it initially, however, XXXX had recorded that I cancelled on XX/XX/XXXX which I think is far too late. - [ ] XX/XX/XXXX at XXXX XXXX : I receive email from Upgrade stating that they were informed of the refund request and XXXX had sent them {$1800.00}. If this refund amount is higher than your outstanding balance, we will process a refund to you. If the refund amount is lower than your outstanding balance, you will be responsible for the remaining balance and should continue to make your regularly scheduled monthly payments until your balance is paid in full. again, by now I had already sent in a total of XXXX in installations to Upgrade. Weeks past and I do not get any email about the installations I paid to be refunded. - [ ] XXXX XXXX : Receive emails of attempted payments failed to cover XXXX balance on Upgrade loan, another installment of XXXX. I dont understand. - [ ] XX/XX/XXXX at XXXX XXXX XXXX called XXXX bank to confirm if the disputes were active and make sure they are totally closed. I wanted to make sure the refunds arent getting blocked if thats the case. I believe I was told the disputes were still active even though I called before to cancel the disputes. - [ ] XX/XX/XXXX at XXXX XXXX : I call upgrade again asking what to do with the refund because i want to make sure the previous dispute did not cause problems. I dont understand why Im getting emails of attempted payments when the loan should be closed and I should be receiving a refund. I was told that the loan is closed and the only thing I need to pay is the remaining interest. - [ ] I was told to write an email to XXXX XXXX XXXX to explain the situation and include bank statements of relevant months XXXX and XXXX. In the emails it clearly shows that Upgrade recognizes that there are payments in XXXX and XXXX but they were reversed. - [ ] XX/XX/XXXX : I see XXXX XXXX, XXXX bank representative to discuss what to do with the XXXX situation. - [ ] XX/XX/XXXX : receive another refund explanation email from XXXX which is the same on XX/XX/XXXX. I called XXXX complaining that I had not received my full refund because I was missing the XXXX I paid to upgrade. XXXX for XXXX and XXXX for XXXX. XXXX was understood to not be paid because the refund was already acknowledged on XX/XX/XXXX. - [ ] XX/XX/XXXX : Upgrade emails me We're reaching out to let you know that the partner you made your purchase with has refunded Flex Pay {$57.00} and we are we are working on applying it to your UpgradeFlex Pay Account XXXX. XX/XX/XXXX at XXXXXXXX XXXX : Hi, this message is for XXXX XXXX. My name is XXXX. I'm returning your call from XXXX. I upgrade and uh if you can give me a call back. I do leave here at XXXX XXXX. My number is XXXX. Thank you bye-bye. I called back after missing XXXX call and spoke to another representative from the Arizona office and was told a message was left with XXXX to call me back. XXXX later called me back at XXXXXXXX XXXX and said she will let the accounting department know that I want to see clear documentation of payments received and the reversal of payments for XXXX and XXXX. I did not receive documentation or any feedback after. XX/XX/XXXX : made aware by XXXX email that my credit dropped significantly. I checked and see that it dropped XXXX points and see that Upgrade has claimed that I did not pay XXXX payment on the loan but paid XXXX. So in an over 30 day delinquency and XXXX was notified and produced a report. Called XX/XX/XXXX and spoke to representative XXXX first and supervisor XXXX. Reaffirmed they see the same thing. Both payments from XXXX and XXXX were reversed on their screen. They could not help. XXXX put in a ticket to escalate the case and said I would receive an email. I did not receive that email as of XX/XX/XXXX Called XX/XX/XXXX to XXXX XXXX XXXX to reaffirm the XXXX payments were not reversed. Called XX/XX/XXXX to XXXX of Upgrade. She said she can not connect me to XXXX who I spoke to before on XX/XX/XXXX. Representative said I should pay XXXX payoff quote to finalize the loan. She is not able to screenshot or show physically the payment schedule that I have done including the XXXX and XXXX payments. She requested for the email team to send me statements of each month for my loan ( XXXX, XXXX, XXXX, XXXX ).

Company response to consumer: Closed with explanation