Consumer complaint received 2025-07-09 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Earned wage access
Issue: Issues with repayment — 
Company: Upstart Holdings, Inc.
State: LA

Complaint narrative:
I took out a personal loan with Upstart Network , Inc. in XX/XX/XXXX for the mount of {$22000.00}. Over the past 5 years I have made all of my payments on time but I did need to change the payment amount a couple of years ago so a few more months of payment was added. I recently did a loan to consolidate all of the debt I had and the remaining balance for Upstart was included in the consolidation loan ( {$6100.00} ). A check for the remaining balance was overnighted to Upstart on XX/XX/XXXX and received and signed for on XX/XX/XXXX at XXXX am. My payments are due on the XXXX of every month with a 15 day grace period. I did not make the XXXX payment because I knew the remaining balance would be paid off in time. Upstart began reaching out to me via email regarding my missed payment on the XXXX of XX/XX/XXXX. Text messages were also sent to remind me of my missed payment. 
Once I received confirmation from the bank that the check was received by Upstart on the XXXX XXXX, I called them on XX/XX/XXXX to make sure they received it and to see how long it would take to process the check and update my account. I was told on XX/XX/XXXX by XXXX that they have not received the check and that it takes XXXX business days to process with standard postage and XXXX business days for overnight postage. She said that the account would be dated based on when the check was received and not sent. I informed her then that the check was overnighted so the payment would be received within the grace period and not be considered late. She asked if I wanted to file an investigation to see where the check is, I told her I would. She said it would take XXXX business days for them to look into it and then reach back out to me regarding the status of the check. 
On XX/XX/XXXX, I spoke with XXXX. She informed me that the check still had not been received as they were calling to collect the payment from me. I told her about the check being mailed in and the agent I spoke with a few days before had already filed an investigation for the check and told me it would take XXXX business days. She informed me that I was probably on an automated call list because my account is late so that is why I received a phone call from them. She did remove the late fee that was applied to my account and informed me to call back Tuesday if my account was not updated by Monday. 
On XX/XX/XXXX, I called Upstart while at the bank I did the consolidation loan with to check on the status of the check that was mailed last month. The first guy I spoke with was named XXXX and I informed him of the same information I had given already about the check. He stated that they still have not received the check. I let him know then who had signed for the check, the date and the time ( XXXX XXXX, XXXX XX/XX/XXXX, XXXX ). I asked to speak with a manager or supervisor because no one I have spoken with thus far has been able to help me. He placed me on hold for a few minutes then the phone wrong and XXXX picked up from the application department. She was unsure why I was transferred to her so she transferred me back, she spoke with someone in the payment department first, and XXXX answered the phone. I explained the situation to him again for the XXXX time and I asked to speak with a supervisor and he placed me on hold for XXXX minutes. 
XXXX the supervisor on duty got on the phone, I explained the same information to her again. I gave her the check number, the amount of the check, the person who signed for the check and the time. I did inform XXXX that the bank looked up the status of the check and saw it was being held for some reason. I told her that I was informed by an Upstart agent a few days ago that the check processing takes XXXX business days upon receiving the check. I let her know it has been past that time. She checked the investigation case and then filed a direct complaint about the check. She said that m account would not be reported as late because it would be between the XXXX days and that this should be resolved by then. I did tell her that I would give them until the following business days, XXXX XXXX, to make some changes before I filed a complaint with CFPB because it seemed like I was being penalized for paying off the loan early. She told me that it would take about 7 days, which would be the XXXX of XXXX but I told her that would be when the next payment i due. 
I recorded all conversations starting on XX/XX/XXXX that I had with the Upstart agents so what I listed above is just a summary and main points of the conversations.

Company response to consumer: Closed with explanation