Complaints

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:05/15/2025

  Type:Billing 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 have never conducted business with ****** but received an unauthorized fraudulent draw from my bank account in the amount of $175.33 yesterday. I filed a fraud report with my bank. I am reluctant to provide information to ******* as I do not know anything about this company.

  

  Business Response

  Date: 05/19/2025

  Hi *****, 
  

  Thank you for your correspondence through the Better Business Bureau.  We appreciate the opportunity to address your concern.
  

  Your reference number is 5937. 

  We apologize for the inconvenience this may have caused.

  Our records show that you submitted an application with Flex Pay by Upgrade (formerly Uplift) on April 13, 2025, for a purchase with Vail Resorts. Flex Pay, previously known as Uplift, allows you to make purchases and pay over time through a short-term, fixed-interest loan with low monthly payments.

  According to our records, Auto Pay was successfully set up to begin on May 13, 2025, with monthly payments of $175.33 scheduled through October 13, 2025.
  

  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************.

  We appreciate the opportunity to address your concerns.

  Thank you,
  

  The Upgrade Team

• Initial Complaint

  Date:05/11/2025

  Type:Order 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.

  The loan was issued for a motel. I arrived at the motel and the amazing staff worker asked me for payment and didnt know what uplift was . I told her I paid already but she couldnt help me. So I got a refund from the hotel to uplift . So I shouldnt owe anything , I didnt get to use the service . The money got refunded . Please stop sending me emails , stop putting stuff on my credit report and adjust this bill. I shouldnt pay for something that I didnt use and the money got refunded to you all. I called uplift and they said I have to pay the interest of $2.76 even though I didnt get a service from them. Please erase this $2.76 and leave me alone .

  

  Business Response

  Date: 05/13/2025

  Hi *****, 
  

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 5900.
  

  We are sorry to hear about your experience and we are currently investigating the issue(s) you reported. Once we have concluded our investigation a Customer Advocacy Team member will reach out to you directly to discuss the findings and next steps within the next 1-3 business days.
  

  If you have any additional questions, please contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************. 
  

  We appreciate your patience while we review this matter.
  

  Thank you, 
  

  The Upgrade Team 

• Initial Complaint

  Date:05/05/2025

  Type:Product 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.

  The few times my family has gone to ****** I have used UPLIFT to purchase our flights. I noticed that I had three current accounts with ********************** but I have only gone on two trips, one in 2024 and one in 2025. After researching the loans linked to my account I found that loan ************** was opened on 12/31/2024 and added to my account. But I purchased our flights on 2/25/25 loan ID ************. Whoever entered the fraudulent loan ************** actually took the time to go back and attach the same flight information for my flights that I purchased on 2/25/25. I have only flown Frontier one time - with the flights on purchased on 2/25/25. And I have only flown with the group of people noted in my 2/25/25 loan - one time. I have reached out to Uplift numerous times stating that I wanted the fraudulent loan removed and the money I have paid on it reimbursed. I'm currently up to $501.72 in payments that I want reimbursed and would like the fraudulent loan removed from my account. They have only responded one time and I will include in my documentation.

  

  Business Response

  Date: 05/14/2025

  Hi ****, 
  

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 5860.

  We apologize for the inconvenience this may have caused.

  We completely understand how concerning it can be to see unfamiliar charges or loan activity, and we want to ensure you feel fully supported as we review this matter.
  

  According to our records, Loan ID ************ was opened on 12/31/2024 for a purchase with ***************** (Confirmation #BB85US). The details of this loantotaling $1,023.84 for travel between 02/28/2025 and 03/03/2025appear to closely match another loan youve confirmed as legitimate (Loan ID ************ for $552.00), including the same travelers and airline.
  

  We truly hope this helps clarify any confusion, and were here to help every step of the way. If you still suspect identity theft or feel unsure about this loan, please dont hesitate to let us know. Your peace of mind is important to us, and we want to avoid any disruption to your travel plans.

  If you have any additional questions, please contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************. 
  

  We appreciate the opportunity to address your concerns.

  Thank you, 

  The Upgrade Team

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23289428
  
  I am rejecting this response because: There is truly a fraudulent account.

  Please see attached documentation.

  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 05/19/2025

  Hi ****,

  Thank you for your additional correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 5860.

  We sincerely apologize for the inconvenience this may have caused.

  The image of the chat you provided does not clarify the nature of the charges in question. As previously reviewed, the charges are associated with purchases made through the merchants website:
  

  1.  FLEX ************, created on December 31, 2024, for ***************** (Confirmation #BB85US):

  - Flights from BUF to MCO on February 28, 2025, and returning on March 3, 2025, including seat selections. 

   - Total: $1,023.84

  2. FLEX ************, created on February 25, 2025, for the same ***************** itinerary (Confirmation #BB85US):
  

  - Baggage fees for the same round-trip flights.
  

  - Total: $552.00
  

  If you still believe these charges are unauthorized or fraudulent, you may file a claim by visiting **************************.

  Were here to support you through the process if you need further assistance.

  Thank you,

  The Upgrade Team

   

   

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23289428
  
  I am rejecting this response because:

  I don't understand why nobody sees that the second purchase for Frontier flights is fraudulent.  Would you PLEASE look at the documentation and Uplift / Flexpay needs to look at their own records.  The second purchase that notes it is for Frontier is using the exact same information that is on the legitimate loan that was taken out first.  Someone added the second purchase to my account and simply copy and pasted my flight information from the first flight.  The second loan is fraudulent and shouldn't have been added to my account.  I don't understand why nobody is taking the time to research both purchases to see that the second loan is fraudulent.  Someone should be taking the time to review that second loan for Frontier and following the trail to see who added it to my account.

  The second Frontier loan is 100% fraudulent.  This is NOT my loan.  I have provided more than sufficient information from Frontier, stating that I have only purchased flights and flown with them ONE TIME.  To screen shots from the Uplift account showing that the information on the second Frontier loan was copied from the legitimate loan.

  Sincerely,
  
  **** *******

• Initial Complaint

  Date:05/01/2025

  Type:Billing 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.

  Account: ****************** 649321XX $0.00 This complaint is against Uplift, Inc. regarding their continued reporting of a closed account with a $0.00 balance under account number ********. While there may be no remaining balance, the presence of this tradeline, especially if derogatory or marked as negative, is unjustified and continues to damage my credit profile unnecessarily. I have disputed this account with both ********************** and the credit bureaus multiple times, yet no meaningful resolution has been provided. Under 15 U.S. Code 1681e(b), credit furnishers and bureaus must ensure maximum possible accuracy, and under 1681i, they are required to respond with evidence upon dispute. Uplift has failed to meet both obligations. Moreover, considering the frequency of data breaches and their role in the mishandling of consumer data, I believe this account may have been misreported in error. Uplift has not provided any explanation or correction, and their handling of the situation has been insufficient at best. I request that this account be immediately removed from all consumer credit reports, as it no longer serves any valid reporting purpose and may have originated due to inaccurate data usage.

  

  Business Response

  Date: 05/08/2025

  Hi Kiandre, 
  

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 5837.
  

  We sincerely apologize for the inconvenience this may have caused.
  

  After careful review, we show you applied for a closed end loan on December 8, 2021, to pay for a roundtrip booking with ******************. According to our records, the final payment was due on June 8, 2022.
  

  However, our records show that the payment was not made until June 5, 2023, and any credit reporting associated with the account was accurate based on that information.

  If you have any additional questions, please contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************. 
  

  We appreciate the opportunity to address your concerns.
  

  Thank you,
  

  The Upgrade Team

• Initial Complaint

  Date:04/26/2025

  Type:Order 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 used Flex pay to book a trip to **********. When I arrived at my hotel, The Royalton they told me that my bill was not paid. The Royalton ended up charging me for the room. I put ***** on my credit card. We then contacted **** pay and they stated that they didnt know what the problem was. They said they would contact us back but they never did. When we arrived back home we contacted **** pay again and they said we owe them *****. I have proof that I paid the hotel and flex pay still say we have to pay them. This is bad business. It is like me paying for the trip twice. Please help us.

  

  Business Response

  Date: 05/06/2025

  Hi ******, 

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.

  Your reference number is 5785.

  Upgrade has recently conducted a review of your account and we would like to review the findings with you.
  

  Please contact our Upgrade Customer Advocacy Team at your earliest convenience by dialing **************, Monday through Friday, 7am-6pm MST, or by email at ***************************************************************. 

  We look forward to speaking with you.
  

  Thank you, 
  

  The Upgrade Team 

• Initial Complaint

  Date:04/10/2025

  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.

  On 4/9/25 I applied for a loan, and I've applied several other times as well. I've made several attempts to contact this company regarding an adverse action. I'm being told that *** been permanently disqualified for any loans with no explanation. This is the only company that gives me this issue. I've asked as a consumer to explain the reason why and they refuse to tell me. I've had previous accounts with them, and they continue to send a system generated response instead of providing a valid explanation. I believe its within my rights to know what this issue is and see if it's something I need to correct. Its unsettling to not know what's going on and have this business refuse to provide a simple answer. Please keep in mind, this happened before, and I sent in my license and whatever else they requested and my loan was processed. They continue to tell me they can't verify me and not even give me the option to provide supporting documentation.

  

  Business Response

  Date: 04/18/2025

  Hi *****, 
  

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 5661.
  

  We understand this can be frustrating, and we apologize for any inconvenience this may have caused. 

  Thank you for your application through Upgrade. Unfortunately, we were unable to verify information provided on your application to meet our processing standards. Please refer to the Adverse Action notice that is available in your Member Portal at ************************************* for more information.

  Within our terms there is a section 3.4, titled No Guarantee, which states:

  "Neither Upgrade nor the **************** warrants or guarantees that you will receive a loan as a result of submitting a loan request or credit application."

  To view your Adverse Action Notice In your Flex Pay Account Portal, please follow the steps below:
  

  1. Go to Members Portal - Flex Pay
  2. Sign in using your mobile phone number that you used, when you applied.
  3. You will receive a verification code to your mobile phone; this allows us to ensure your information is safe and secure.
  4. Enter in the verification code
  5. Click on Applications, Youll be able to find & review the Adverse Action Notice. 
  

  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************.
  

  We appreciate the opportunity to address your concerns.
  

  Best regards,
  

  The Upgrade Team
  
  

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair 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.

  Purchased a cruise through carnival paying with uplift/flexpay. Had to cancel my cruise. Received partial of my refund on 03/23. Have made many attempts to receive the remaining $537.81. Have been told it was going to be sent via ***** since then. Called on 4/4 and told it would be expedited and received 4/7. Not received, called on 4/7 and told to call back 4/9 if not received. Called 4/9 and told it was sent via Zelle on 4/3 prior to me calling them when I was told on 4/4 it wasnt sent yet and now being told the ***** failed but my bank has no record of the payment being sent. Theyre now saying itll take an additional 14 days for them to mail the check then an additional ***** business days to receive the check. Its been since 3/20 since my cruise was cancelled.

  

  Business Response

  Date: 04/18/2025

  Hi ******, 
  

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 5662.
  

  We are sorry to hear about your experience and we are currently investigating the issue(s) you reported.
  

  Once we have concluded our investigation a Customer Advocacy Team member will reach out to you directly to discuss the findings and next steps within the next 2-3 business days.
  

  We look forward to speaking with you and resolving this matter!
  

  Thank you, 
  

  The Upgrade Team 

• Initial Complaint

  Date:04/10/2025

  Type:Order 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.

  Pursuant to 1681i(a)(6)(B)(iii), A DESCRIPTION OF THE PROCEDURE USED TO DETERMINE THE ACCURACY AND COMPLETENESS OF THE INFORMATION SHALL BE PROVIDED TO ME, THE CONSUMER. I am prepared to seek legal counsel, pursuant to 15 USC 1681o, for willful negligence on this matter, file a complaint with the BBB and also file a formal complaint with the attorney generals office. CELTIC ************ Balance:$0.00

  

  Business Response

  Date: 04/18/2025

  Hi ******,
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 5663.
  
  We are sorry to hear about your experience and we are currently investigating the issue(s) you reported. Once we have concluded our investigation you will receive communication once a status update is available.
  

  If you have any additional questions, please contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************. 
  

  We appreciate your patience while we review this matter.
  

  Thank you, 
  

  The Upgrade Team 

  
  

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair 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 received a bogus claim of a loan not by anyone specific but by a household. This is clearly a false claim and the company when contacted wanted my personal information to discuss the account. I have no account and I am not giving them my personal information so they can make further claims.

  

  Business Response

  Date: 04/11/2025

  Hi ******, 
  

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 5620.
  

  We apologize for the inconvenience this may have caused.

  Were sorry to hear about your experience, and we have submitted the fraud claim you reported. You'll receive an email with the next steps regarding your claim.
  

  If you have any additional questions, please contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************. 
  

  We appreciate your patience while we review this matter.
  

  Thank you, 
  

  The Upgrade Team 

  Customer Answer

  Date: 04/12/2025

   
  Complaint: 23172044
  
  I am rejecting this response because: when I tried to contact them directly on the fraud they wanted my personal info, ssa number, birthdate, full name which led me to understand this was a fraudulent claim as the so called loan wasnt to a particular person in my household but to the Rose household related to ***************. For a loan at 37.5% interest. 1 - We do not fly ******, 2 - no loan would be made to a household and not a person directly and 3 - who in their right mind would agree to such an interest rate. By giving the personal information the fraudulent company could take it further. I want an admission this is fraud, the company Uplift is not a legitimate company and our I formation is deleted from their databases.  
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 04/18/2025

  Hi ******,
  

  Thank you for your additional correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 5620.
  

  We sincerely apologize for any inconvenience this may have caused. We understand your reluctance to provide personal information; however, to proceed with your claim, please contact our **************** and complete the necessary steps.
  

  If you have any additional questions, please contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************. 
  

  We appreciate your patience while we review this matter.
  

  Thank you, 
  

  The Upgrade Team 

• Initial Complaint

  Date:03/26/2025

  Type:Product 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.

  On 02-24-2025, I was informed that I had another loan with Frontier issued by Uplift after paying off the only authorized loan. I informed the airline that this is not authorized and Uplift that this transaction was not authorized. The airline cancelled the ticket and referred me to uplift I supplied the the cancellation information and I am still being contacted about this fraudulent debt.

  

  Business Response

  Date: 03/31/2025

  Hi Milesia, 
  

  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  

  Your reference number is 5554.
  

  We apologize for the inconvenience this may have caused.

  After a thorough review of your pending investigation with our ****************** we note that they have already sent you an email with an update. We have reviewed that email and summarized the key details below.
  

  Upon reviewing the provided documentation, we regret to inform you that we are unable to proceed with your claim. Our findings indicate that the claim remains unsubstantiated for the following reason:
  

  - No discrepancies were identified between the information provided in the application and the transactional history associated with the account.
  

  Should you be able to provide any new evidence to support your claim, you are welcome to open a new claim for further review.

  If you have any additional questions, please contact our Customer Advocacy Team at **************, Monday- Friday, 7am-6pm PT, or by email at **************************************
  

  We look forward to assisting you.
  

  Thank you, 
  

  The Upgrade Team