Complaints

This profile includes complaints for Uphold HQ Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Uphold HQ Inc. has 2 locations, listed below.

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  Uphold HQ Inc.

  Larkspur, CA 94939-1709

• 

  Uphold, Inc.

  228 Park Avenue S PMB # 50458 New York, NY 10003

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/03/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened an account spring last year. I invested about 12 thousand dollars. Out of nowhere there were two transactions that sold my cryptos and put the money into an unknown account. I made a complaint. Then I dropped my device into water and lost my way into the account and forgot about it. About 9 months later I logged into my account with my global ID. They suspended my account. I told them I want to file a complaint. They stonewalled me and have my investments hostage. I want to see my account, hold the people who frauded me accountable, and I want to either keep my investments or cash out . That should be my right.

  Business Response

  Date: 08/08/2023

  Hi ****,

  Thank you for contacting Uphold through the Better Business Bureau. I apologize for the delayed response and appreciate your patience while I investigated your concern.

  I have reviewed the details regarding your concern and your account.  Our system recognized that your id had been submitted for more than one Uphold account. Only one individual account per person is allowed on our platform as stated in our General Terms and Conditions, section 2.3.  Per your request, the account created using your Gmail email address was kept active and was the only account with a balance. The accounts identified as duplicate accounts were closed and did not contain any balances. 

  Your active account did have a two ACH deposits returned by your bank which resulted in an adjustment being made to your Uphold account to reflect your banks decision.  If you have any additional questions regarding these transactions, please reach out to our support team at ********************************** and we will provide you with the transaction details for your review.

  We appreciate you taking the time to bring this to our attention. If there is any additional assistance you might need, please let us know.

  
  Best regards,
  The Uphold Team
  
  
  

• Initial Complaint

  Date:07/30/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Uphold requested information from me to verify the account around June 30th. I was traveling and returned back to the ** on July 16. I answered their questions and provided the necessary documentation. They locked me out of my account and wont respond to my emails to log into my account to transfer funds or continue maintaining the account. Please assist as all communication has been halted and Ive sent several emails.Thank you

  Business Response

  Date: 08/08/2023

  Hi ****,

  Thank you for contacting Uphold through the Better Business Bureau. I appreciate your patience while I investigated your concern.

  The decision to discontinue a relationship with a customer is difficult and made with careful consideration.  At this time we are unable to offer you an Uphold account. There are no remaining funds in your account. 

  While this decision is unfortunate, we wish you all the best in your future endeavors.

  
  Best regards,
  The Uphold Team
  
  

• Initial Complaint

  Date:07/30/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Uphold is preventing me access to my account. Their password reset wont send me the 2FA SMS text to verify identity, even though I have done everything through them and been a customer over a year. Their support is really bad at following up, they have no number to talk to a person, only through emails. They never answer any relevant questions, just get upset about opening multiple tickets, even though there are multiple issues: securing account, verifying identity system not functioning, no access to account, etc. ticket # is #*******.Uphold will hijack your account, not give you reasons why, not allow you to resolve issue in a timely fashion.

  Business Response

  Date: 08/08/2023

  Hi *******,

  Thank you for contacting Uphold through the Better Business Bureau. I appreciate your patience while I investigated your concern and apologize for the delayed response.

  I am terribly sorry for the delays you experienced in resetting your Two Factor Authentication.  I can see that your request to reset your Two-Factor Authentication was received on July 29 and completed on August 3. I have provided your feedback to our team for review as we continue to look for improvement opportunities to prevent future delays for these types of requests.

  We appreciate you taking the time to bring this to our attention. If there is any additional assistance you might need, please let me know.

  
  Best regards,

  
  The Uphold Team