Consumer complaint received 2024-05-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: UPGRADE, INC.
State: PA

Complaint narrative:
On Friday, XX/XX/XXXX, I submitted a wire transfer request to pay for a short term rental in XXXX XXXX XXXX. {$7400.00} was to be sent to XXXX XXXX XXXXXXXX XXXX XXXX  XXXX account, and it covered the deposit and fees, and the first month 's rent. I submitted the request, with as much information as I could provide in the XXXX field on the form, and shortly thereafter a representative from the bank called me to verify the submission. About a half an hour later, I saw an email that my account had been suspended and the wire transfer was rejected. I called the bank to get more information, and to provide more information. I was told that suspicious activity and red flags on my account caused the suspension, and the bank needed to investigate. I informed them that by withholding this money, I would not have any place for my dog and I to go, and nowhere to put my belongings. I inquired about which transaction was deemed suspicious, but was not given any information. I provided the explanation for the wire transfer, and then I followed up via email with the invoice for the rental and a written explanation. Going through my accounts, I tried to determine any other suspicious transactions, but nearly all of my transactions would fall within the normal banking that most people conduct every day. Most deposits to the account come from my own accounts at XXXX or XXXX, where I am usually paid because I work for myself. The other deposit to the account was from another rental agency, The XXXX, for a rental that fell through the week prior, but for which they took the payment at the time of booking rather than after the rental was confirmed. The XXXX was instructed to direct the payment to my Upgrade account, where I would be able to use the preferred method of payment of wire transfer, for the new rental company, XXXX XXXX. I provided all of this information in writing, and supplied Upgrade with as much information as possible, none of which has been given to the team investigating the account. Because this matter is really time sensitive, and the consequences dire for me, I have continued following up with Upgrade every day since XXXX, and have not been given any timeline or additional information. If I'm unable to gain access to my account and funds by tomorrow, I will not have a place to go with my belongings, and because I transferred all of my funds to this account just prior to it being suspended, I don't even have the money to get my car out of the parking garage. In researching this issue, I've found that many other Upgrade customers have had this exact issue happen to them, and some of them have waited more than 30 days to get their money back, if they ever get it back at all. Losing access to more than {$7500.00} of my own money will ruin my livelihood, leave me homeless, and have irreparable repercussions, and I feel the suspension is unjust because I have provided all the necessary information to verify the payment, but it's not being used in the investigation or verified otherwise.

Company response to consumer: Closed with explanation