Consumer complaint received 2026-05-14 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Upstart Holdings, Inc.
State: MD

Complaint narrative:
I am submitting this complaint as a follow-up to my previously closed CFPB complaint number XXXX against Upstart Network, Inc. regarding Account XXXX XXXX That complaint was closed without adequate resolution, and the issues outlined below remain unaddressed. Upstart 's response to complaint XXXX was inadequate and failed to address several critical issues : 1. LATE RESPONSE TO INITIAL COMPLAINT My initial complaint was submitted on XX/XX/XXXX. Upstart did not respond until XX/XX/XXXX, which is XXXX days later and XXXX days past the CFPB 's XXXX response deadline. Upstart did not request an extension to exceed the XXXX window. This late response is consistent with a broader pattern of non-responsiveness and further demonstrates Upstart 's disregard for consumer rights and regulatory obligations. 2. FAILURE TO INVESTIGATE A DIRECT DISPUTE On XX/XX/XXXX, I sent a written notice directly to Upstart at XXXX disputing the accuracy of their credit reporting on this account. Under the Fair Credit Reporting Act and the CFPB 's Regulation V ( 12 CFR 1022.43 ), furnishers of credit information are required to investigate direct disputes submitted by consumers regarding the accuracy of reported information. Upstart is a furnisher subject to these obligations. They never acknowledged, investigated, or responded to my direct dispute, which is a violation of their duties as a furnisher under the FCRA. 3. CONTINUED REPORTING AFTER ACCOUNT SALE Upstart acknowledges in their response to complaint XXXX that the account was sold and transferred to XXXX XXXX XXXX on XX/XX/XXXX, and that they no longer service or collect on this account. Despite this, Upstart continues to report this account on my credit file. Their own admission that they have no ongoing relationship with this account undermines their justification for continued reporting and the ongoing harm it causes to my credit profile. 4. UNREASONABLE INVESTIGATION Upstart claims their reporting is accurate and that they conducted a reasonable investigation. However, under 15 U.S.C. 1681s-2 ( b ) of the FCRA, furnishers are held to a standard of reasonableness when investigating disputes. Upstart 's failure to acknowledge or respond to my direct written dispute, combined with their decision to continue reporting an account they no longer own or service, demonstrates that their investigation did not meet that standard. REQUESTED RESOLUTION I am requesting that the CFPB : 1. Require Upstart to provide documentation showing they conducted a thorough and reasonable investigation as required under the FCRA and Regulation V. 2. Investigate why Upstart failed to acknowledge or respond to my direct written dispute dated XX/XX/XXXX. 3. Note that Upstart responded to complaint XXXX XXXX days late without requesting an extension, in violation of the CFPB 's response timeline requirements. 4. Direct Upstart to delete or update the reporting for Account XXXX from all three consumer reporting agencies, as the account has been sold and their continued reporting is causing ongoing harm to my credit. Please note that I intend to submit this complaint and all supporting documentation to the XXXX XXXX of the Attorney General, the Federal Trade Commission, and the Better Business Bureau as well. I am pursuing every available avenue to resolve this matter and protect my consumer rights.

Company response to consumer: Closed with explanation