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Business Profile

Loan Acceleration

Flex Pay (formerly Uplift)

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Important information

Complaints

Customer Complaints Summary

  • 317 total complaints in the last 3 years.
  • 119 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:08/12/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ***************

    Business Response

    Date: 08/13/2024

    Hi ****, our teams thank you for reaching out. I am sorry to read that our communications were not helpful as that was our goal. Per your instruction on the submission our Grievance team did not contact you and Uplift has setup a process to ensure that Uplift doe not contact you in the future. 

  • Initial Complaint

    Date:08/12/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Uplift set me up with auto payments. Their system collected several payments then said they couldn't accept last payment. I reached out them several times to explain that the issue of the payments was on their end. Now I'm in collections for $355???? When I called to ask if I could get a copy of my personal info with transactions, so I could take it to my attorney, they said that they have no information on me and that I need to go through the debt collector. This is a serious issue, and I would bet that more people are in my position. They actually told me that they could see where I put in my bank account info after several cards didnt work. I never wanted to not pay what I owe. But when they set all this automation stuff and there are no ways to get somebody to help it becomes maddening. I spoke with ******* who said she would get her managers to contact me 8/12/24 12:15pm It feels like a huge scam turning $5 charge into $355 and it was their system that caused all this. Now my credit score is dinged up because of their malfeasance.Thank you,*************************

    Business Response

    Date: 08/19/2024

    Hi *******, we understand and can appreciate your frustration regarding this issue. Our Collections Supervisor Team has been in touch with you to review the status of the account, however, they were required to leave a voicemail. We look forward to speaking with you regarding this matter when you return our call. Unfortunately, until you do so, we will be unable to reach a resolution.

  • Initial Complaint

    Date:08/10/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 purchased a cruise back in May and used Uplift to pay for the service. On 07/07 I skipped and fell, broke and dislocated my ankle in which I had to undergo emergency surgery. Due to me not being able to walk I had to cancel my cruise in which Carnival refunded Uplift the entire amount of the cruise. Now uplift is saying that I have to pay the interest of the loan and is not refunding all the money I paid in even though on last week when I called the representative I spoke with from Uplift saying they would. When I called this morning the **************** rep ***** would not get me a supervisor as she said they are only going to tell me the same thing. I dont think its fair for me to pay interest on a loan that they have received the full payment back from Carnival.

    Business Response

    Date: 08/15/2024

    Hi *******, our teams thank you for reaching out. Our Grievance team has been in contact with you to address your concern regarding the valid interest that has accrued. As our communication stated, while the interest is absolutely fair, we previously made an exception to refund the interest and provided you an update on this. Thank you for your patience while we researched and addressed all your concerns.

  • Initial Complaint

    Date:08/09/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    This information does not relate to any transactions I have made. I did not give anyone authorization or consent to use my personal information. I hereby exercise my legal rights enacted by Congress and ***************************** which explicitly states when a victim of identity-theft dispute a fraudulent account on his/her credit report it shall be honored by all credit bureaus and all fraudulent information should be blocked within 4 days and proper notification shall be given to all data furnishers pursuant to section 605b of *********************************************************************** 7365****Balance $85.00

    Business Response

    Date: 08/13/2024

    Hi *****, we certainly understand your concern and Uplift shares your concern regarding personal information and its safety. Our Risk Team will be reaching with the next steps and documentation needed to begin the necessary investigation and reach a resolution. We look forward to working with you to resolve this matter. 

  • Initial Complaint

    Date:08/09/2024

    Type:Order Issues
    Status:
    Resolved
    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.
     
    Complaint: 22112459



    Certainly! Here is a more professionally worded version of your request:

    Good afternoon,
    I am writing to express concern regarding a consent letter that appears to have been signed without my knowledge or approval. I was not involved in this process and have no awareness of any such consent letter.
    Could you please assist in investigating the matter to determine who the card is connected to? I am willing to provide any necessary information to facilitate a thorough investigation.
    Thank you for your attention to this matter.
    Sincerely,
    ******* *******************************

    Business Response

    Date: 08/14/2024

    Hi *******, our teams thank you for reaching out. Our Grievance team has been in contact with you to provide the necessary documentation for Debt Validation as requested. Thank you for your patience while we researched and addressed all your concerns.

    Business Response

    Date: 08/20/2024

    Hi *******, we certainly understand your frustration and can appreciate your concerns regarding your personal and financial information. Our Fraud Team will be in contact to explain the steps and documents needed to begin an investigation. Unfortunately, without them, we will be unable to reach a resolution.

    Customer Answer

    Date: 08/20/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ******* *******************************

  • Initial Complaint

    Date:08/08/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 took out a loan with uplift for travel. My trip was canceled by the airline. I was fully refunded by southwest, uplift refunded part of my money, and said the other portion failed. They stated it would be refunded in a week via zelle electronic check. That time passed and I still do not have my refund. I have emailed them several times and have received no response. I demand my refund with interest.

    Business Response

    Date: 08/12/2024

    Hi *****, our teams thank you for reaching out. Our Grievance team has been in contact with you to confirm the timeline for receipt of the refund check which is currently in process and provided you a path to contact our team if you do not receive the check within the timeline provided. Thank you for your patience while we researched and addressed all your concerns.

  • Initial Complaint

    Date:08/06/2024

    Type:Order Issues
    Status:
    Answered
    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 am not liable for this debt with UPLIFT *** , I do not have a contract with UPLIFT *** , they did not provide me with the original contract as i requested

    Business Response

    Date: 08/08/2024

    Hi ****, our teams thank you for reaching out. Our Grievance team has been in contact with you to address your concerns. While Uplift had not previously received any request, we have provided all information to satisfy your request to provide Validation of Debt. Thank you for your patience while we researched and addressed all your concerns.

  • Initial Complaint

    Date:07/27/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 see fraud charges on my account from this company claiming that I purchased Avia ticket and I never bought any avia ticket using this company and didnt fly. I reached out to the company and to airlines and they both refused to dispute these non authorised charges. They provided me link at account on their website that they claiming I made, I followed the link and saw there is multiple attempts to take the loan under my name and their refusal to issue the loan. I dont understand why they issued the loan after so many obviously fraudulent attempts and didnt reached out to me to verify it.

    Business Response

    Date: 07/29/2024

    Hi ****, we certainly understand the frustration regarding this situation. Please know that we do take identity fraud very seriously at Uplift and investigate each matter thoroughly. Our Risk team has reached out directly to start this process. Again, we understand the frustration this has caused and hope the next steps we've recommended will help resolve the matter.

  • Initial Complaint

    Date:07/26/2024

    Type:Billing Issues
    Status:
    Answered
    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.
     
    Complaint: 22051780

    I am rejecting this response because:

    Sincerely,

    ***********************

    Business Response

    Date: 07/29/2024

    Hi *****, our teams thank you for reaching out. Our Grievance team has been in contact with you in order to confirm the accuracy of the information furnished to the credit bureau and provided additional information available regarding your concern. Thank you for your patience while we reviewed the account. 

    Business Response

    Date: 07/29/2024

    Hi *****, our teams thank you for reaching out. Again, Uplift stands by its credit reporting on your accounts and we are not aware of any inaccuracy in the information furnished about your accounts, or of any basis to revise or remove the reporting. 

  • Initial Complaint

    Date:07/25/2024

    Type:Order Issues
    Status:
    Resolved
    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.

    From: ***** <***********************>
    Sent: Friday, July 26, 2024 9:36 AM
    To: info <************************************>
    Subject: Re: You have a New Message from BBB Serving ********************** and ***************************, Complaint #********

     

    My complaint is resolved 

    Business Response

    Date: 07/26/2024

    Hi *****, our teams thank you for reaching out. Our Grievance team has been in contact with you to confirm that the refund check was in fact sent out when the Zelle refund was not received. We have confirmed the address the check was mailed to and provided a timeline of when the check should be received as well as the means to communicate with our Grievance Team in case, you don't receive the refund check in question. Thank you for your patience while we researched and addressed all your concerns.

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