Consumer complaint received 2025-06-23 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: Upstart Holdings, Inc.
State: CA

Complaint narrative:
I'm reaching out regarding a loan I paid in full, originated through XXXX XXXX XXXX and found through Upstart. Although I have completed all the required payments on time, paying off the loan in full, the Upstart Dashboard shows a {$0.00} payment history and reflects unpaid status. I took out the loan XXXX of last year and have not seen my status updated a single time despite making every payment on time and paying off the loan in full. 

I contacted Upstart support on the phone and they directed me to XXXX, stating that it was XXXX 's responsibility to communicate my on-time payments with them. I then contacted XXXX on the phone and the team confirmed that proper documentation had been sent while I was on the line. However, about a week has passed and the issue is still not resolved - the Upstart portal still shows no payment activity. 

I called Upstart again to check on the status of the correction as the portal was still not updated over a week later. They again directed me to XXXX, after speaking with XXXX again on the phone they redirected me back to Upstart.

I'm extremely frustrated that I'm having to go back and forth between two parties to resolve this issue. I have spent hours on the phone between both parties and writing emails to have this issue resolved. As a borrower, I should not be responsible for facilitating communication between XXXX and Upstart. This is something that should be handled internally and promptly to avoid any negative impact on my account standing. I was not informed anywhere that it would become my responsibility to ensure these two parties are communicating ; the situation demonstrates negligence on the part of both Upstart and XXXX XXXX XXXX which has wasted hours of my time and caused me much distress. 

XXXX XXXX XXXX assured me on two separate occasions that they would send me documentation that the proper information had been sent to XXXX, neither assurance has been honored. I received no communication by email despite being assured I would in 24 hours ( I even checked which email they had on file for me on the phone and checked my back up emails ).

These are the numbers I have called and spoken with representatives who redirected me to the other party or did not otherwise help me. 
( XXXX ) XXXX XX/XX/XXXX and XX/XX/XXXX ( XXXX ) XXXX XX/XX/XXXX ( XXXX ) XXXX XX/XX/XXXX and XX/XX/XXXX ( XXXX ) XXXX XX/XX/XXXX and XX/XX/XXXX ( XXXX ) XXXX XX/XX/XXXX I emailed this same complaint to : XXXX but they were not helpful. First they tried to address the INCORRECT loan, referencing a different loan that I have successfully paid off in full which has been properly updated. I told them about the error and again they redirected me. I told them again that I wanted information from the source I was emailing, and they just referred me out again to XXXX. I received responses only from XXXX which was not who I had contacted in the first place. 

I emailed XXXX and never received a response. 

I have documentation of all emails which I can send upon further request.

Company response to consumer: Closed with explanation