Consumer complaint received 2025-10-23 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with the payoff process at the end of the loan — 
Company: UPGRADE, INC.
State: OK

Complaint narrative:
I bought some jewelry from an XXXX shop on a XXXX XXXX line back in XXXX. They set up an account for me to make monthly payments through XXXX XXXX XXXX XXXX ). Once home I returned the jewelry to XXXX in New York, as per their instructions. The jewelry was received, and their return/refund process regarding those transactions were enacted. XXXX informed me I needed to make monthly payments on my accounts with them until they were refunded by XXXX otherwise my credit score could be adversely affected. 

Chronological timeline of events after this : XXXX On XX/XX/year>, XXXX was refunded in full by XXXX for both my accounts with them in the amounts of {$5700.00} & {$3700.00}, respectively ( see attached ). 

XXXX Unaware of this fact, on XX/XX/year> I made double payments to both accounts via XXXX XXXX XXXX, as it appeared the initial payments did not go through ( this needs to be fixed in their system as I'm not the only person who has had this issue with it ). The total amount of my double monthly payments : {$510.00}. 

XXXX On XX/XX/year> I called XXXX to see if XXXX of the payments from each account could be refunded. I initially spoke to a female rep who informed me XXXX was refunded by XXXX on XX/XX/year>, then passed me along to XXXX, XXXX of their best, to further assist me. XXXX informed me my {$510.00} refund would come through XXXX and take XXXX to XXXX business days to hit my account. He also told me twice that XXXX had been refunded by XXXX on XX/XX/year>, a day later than the previous rep said. 

XXXX On XX/XX/year> I emailed XXXX to verify my refund would indeed come from them, and to verify their timeline regarding refunds. XXXX responded that XXXX XXXX lines was responsible for refunds, and I could expect my refund ( including the {$510.00} ) within about XXXX weeks. 

XXXX On XX/XX/year> I called XXXX for a status update and to clarify exactly which party was responsible for my refund of {$510.00}. XXXX XXXX sp? ) informed me my account had been refunded {$510.00} on XX/XX/year>. Upon further review, the funds were sent to the wrong bank account, as a rep named XXXX inserted incorrect account/routing information ( she apologized for his mistake ). XXXX informed me as it was a holiday, banks were closed. However, she ensured she would have the money reversed from the wrong account and credited to my account ( after verifying the information ), starting XX/XX/year>, once the banks reopened. She informed me this process would take another XXXX to XXXX business days. I inquired if there were any way to expedite the situation and she said she would inquire, and to call back on Friday, XX/XX/year> for an update. 

XXXX On XX/XX/year> I called XXXX again to verify they had the correct banking information. " XXXX '' was very professional and helpful, though admittedly new to the job. At first he still had the wrong banking information, but eventually it was sorted out and my correct banking information was verified. After talking to a manager he informed me there was no way my refund could be expedited, even though the mistake was on their part - that XXXX apparently had to wait for the wrong account to be reversed by the credit union, then resent to them, then they could process it into my correct account. At first he mentioned XXXX would need to be on the phone with me to process the refund into my correct account once the reversal from the incorrect account happened, then he said that wouldn't be necessary after speaking with his manager again. 

XXXX It is now XX/XX/year> and my {$510.00} refund still has not hit my account. 

This was not an error on my part. I have handled/ abided by all that has been asked of me. It is wrong to withhold my refund of {$510.00} this long and possibly longer. This refund process needs a serious review and a shortened process. 

I shouldn't feel like I'm being punished for doing business with Upgrade/XXXX XXXXXXXX XXXX 

Thank you.

Company response to consumer: Closed with explanation