Consumer complaint received 2021-12-03 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: UPGRADE, INC.
State: NC

Complaint narrative:
To the Consumer Financial Bureau : I am a XXXX  citizen in need of assistance with this installment loan that I took online three years ago in the amount of XXXX XXXX  dollars from lender Upgrade XXXX XXXX, XXXX XXXX, XXXX, AZ XXXX. I have reduced my loan amount balance to {$4500.00} In XXXX of this year XXXX I was not able to do my Part-time job and was struggling to make the {$390.00} a month payment along with my mortgage. I entered a lower payment with Upgrade for three ( XXXX ) months in the amount of {$110.00} Starting in XX/XX/2021 to keep me afloat.I made three reduced payments in the months of XXXX, XXXX XX/XX/2021 and XX/XX/2021. I made my full payment amount {$390.00} XX/XX/XXXX, XXXX also made a payment in the amount of XXXX XXXX of XXXX XXXX. The payments are my reduced payments. 
On XX/XX/2021 I received a letter from Upgrade that is the date that is reflected on the letter from the lender Upgrade that they have Charged-off my account, and that the balance shows due {$450000.00}. I immediately called the company and asked why was my account charged off for only being a few days late as the due date was XX/XX/2021. I spoke with a representative XXXX XXXX and he advised me that the loan is slated to go to an outside collections Agency. I pleaded with the representative that this would damage me and impact me severely.XXXX  XXXX XXXX advised that I could setup an in house repayment with ( Upgrade ) so that my account would not go to an outside collection Agency. XXXX XXXX XXXX stated that the balance owed would be in the amount of {$3000.00} starting XX/XX/2021. XXXX XXXX XXXX gave me the following overnight mailing address Upgrade Inc Loan Number XXXX : Attention Batching Dept. Lock-box # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Arizona XXXX XXXX I sent a United States money order overnight express mail to the payment amount agreed upon with XXXX XXXX XXXX in the amount of XXXX cents. I have called several times to the lender Upgrade and I am getting the run around and was advised by another Upgrade representative that I sent the {$120.00} cents to the wrong address. I have begged and pleaded to with XXXX XXXX on XX/XX/XXXX, XXXXI made as in instructed the amount of {$120.00}. My concern has the money order payment been applied to my account. I was advised that they could not find my payment of {$120.00} cents. I have searched the internet to see who is the Owner of this company and could not find that information. I have asked the Agents of Upgrade who is the CEO of the companys, and they advise me that they do not know. I am at my breaking point on how to get this situation corrected. I have paid over {$6000.00} on this loan. I am in the process of moving into a XXXX XXXX  and my credit standing has dropped by XXXX points. I am so hurt and disappointed in this situation. I need immediate assistance in having this charge off removed from my credit report as it was entered unfairly. I pay my mortgage and credit cards on time even if it is the minimum amount due. I was living off my credit cards at one point during the pandemic.This is an emergency request as I am in the middle of obtaining a mortgage for a XXXX  over XXXX residence. Every time I reach out and call Upgrade I am giving the run around. I have to send another payment in the amount of {$120.00} cent in the month of XX/XX/2021. Please reach out to me. I have the letter and overnight receipt that I send the reduced payoff amount as well as my bank statement that shows that they took {$390.00} out of my account.. I have the documents as proof that I sent in my payment of {$120.00} money order number XXXX on XX/XX/2021 delivered through the USPS XXXX XXXX XXXX XXXX. I have made the following payment through my XXXX Account ending in XXXX XX/XX/XXXX, XXXX XX/XX/XXXX, {$390.00} and on XX/XX/XXXX, XXXX. I spoke with Upgrade representative XXXX XXXX who advised me of the overnight mailing address.Upgrade, Inc Attention XXXX XXXX XXXX  # XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX. I am seeking to payoff this loan with the payoff that was told to me by your Upgrade Agent and have the negative collections removed from all three credit bureaus. XXXX, XXXX, XXXX, I am in the process of obtaining a mortgage.Agent XXXX XXXX from Upgrade advised me that the new adjusted balance to payoff the loan would be in the amount of XXXX now with the minus payment of {$120.00} new balance should reflect {$2800.00}. I am willing to agree to pay this Upgrade off and have them remove the collections that has been reported on all three credit bureaus. I am also requesting the correct mailing address and proof that you have received my payment money order in the amount of {$120.00} to resolve this issue, that was sent to Upgrade on XX/XX/2021 via overnight USPS mail.

Company response to consumer: Closed with explanation