Consumer complaint received 2025-01-30 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Confusing or misleading advertising or marketing
Company: UPGRADE, INC.
State: UT

Complaint narrative:
I did not choose to borrow from this company for my car, nor was I consulted by the finance dept. at the dealership prior to them committing me to this loan with this company. I am very angry about that too. The finance clerk assumed because I had a loan already with them that I would be OK with it. I was not. His intentions were good because he tried to shop a rate that was lower for me. My issue with this company is that they have the STUPIDEST POLICIES OF ANY LENDER I'VE EVER DEALT WITH. I've dealt with banks, credit unions and other finance companies. Never ever have I heard that they would not be able to add my auto loan to my current online account, to be tracked and for me to have ease of use to make my monthly payments, because I NEED TO HAVE 2 DIFFERENT EMAIL ADDRESSES FOR EACH LOAN I HAVE WITH THEM!!!! That couldn't be more XXXX XXXX and definitely not XXXX! We live in a very tech heavy society, yet this lender chooses to have the most ridiculous policy in the history of lending! I work in banking and have never ever heard such stupidity in my entire life. The CSR who called me suggested I just go set up a free email account, just to be able to set this account up online which would be 2 separate logins rather than one every month to pay 2 loans with them! I have a line of credit, savings, checking and a XXXX with my credit union. I have 1 email address to login onto the account to pull up all of my credit/accounts and can do whatever I need to on there. Same with my investment bank. 1 email to logon, no hoopla or drama like this ridiculously antiquated company has! They're located in CA which is the most tech savvy, innovative state in the entire USA and world for that matter! Yet they are as antiquated and behind the times as UT the state I reside in! I lived in CA so I'm irritated by any CA based company that tells me they don't have current technology that doesn't inconvenience their Borrowers! I've worked for small banks and even they were more tech savvy than this company! Basically what they have told me is gee sorry, but this is what you have to do! Take it or leave it! So I have to create a free email account to use their stupid antiquated web site to make my payments?????? Really?????? This is insanity and they know it! When I demanded to speak to a supervisor to discuss options other than monitoring an email account that I don't want to create nor deal with massive issues with spam emails risking my personal info, I was told someone would have to call me back!!! Really????? So basically I would have to sit around " waiting '' for some manager to call me during an inconvenient time when I could be on a meeting call with my employer, since they're the one 's that pay me not Upgrade, then they call & I'm unavailable & they don't follow up????? Is that what I'm understanding???? That Upgrade is entitled to inconvenience me, then if they call & I can't talk since I work just like they do, then it's too bad oh so sad????? Wow! Talk about bad business practices, this would be the epitomy of horrific customer service as well as bad business practices. This company is awful & has managed to XXXXXXXX XXXX XXXX to the point where I refuse to do business with them ever again.

Company response to consumer: Closed with explanation