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:03/24/2025

  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 booked a cruise with Carnival and I paid it off it off 10/30/2024. I cancelled the. Tissue the end of January 2025. I waited for Carnival to let flex pay know and they issued a refund the end of February but it never made it to my account because the car I used was canceled due to fraud. I emailed them and set up an account with *****. I sent a communication through their app and I received a refund off $1518.00 on 2/27/25. Which the total amount paid was $2136.00. I have since sent 3 additional communications asking for the balance of $618.00 I have not heard from anyone nor have I received an additional refund. I have tried calling but it only refers you to their app.

  

  Business Response

  Date: 04/03/2025

  Hi *******, 
  

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

  Your reference number is 5540.
  

  We apologize for the inconvenience this may have caused.

  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:03/21/2025

  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.

  07/16/2021 ************ grant a loan of $2500 as a down payment for a Time Share @ ****************, ******* ************ granted without due process; I was in bankruptcy.I opted out of the agreement within 90days window Company refused to release me from the contract and reported it as a default on my credit.

  

  Business Response

  Date: 03/24/2025

  Hi ********, 
  

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

  Your reference number is 5523.

  We apologize for the inconvenience this may have caused.
  

  We would like to confirm that you applied for a Flex Pay account with ******************** (Formally Uplift) on July 16, 2021 and were approved same day. We have reviewed your account with ******************** and would like to confirm that it is accurately reporting to the credit bureaus. On or about March 17, 2022 your account was 120 days past due and was charged off. The debt was sold to True Accord Recover.
  

  Loan ending in 7502 has been transferred to True Accord Recover, and communication has been sent to the email address on file.
  

  Please be advised that Upgrade, Inc. will no longer be servicing your account or collecting payments. Upgrade, Inc. will cease accepting payments from you. Moving forward, True Accord Recover, will assume responsibility for servicing your account and will contact you directly regarding the resolution of your account balance.
  

  For any inquiries regarding your account after this date, please refer to True Accord Recover.
  
  True Accord Recover
  ******************************
  ****************
  Phone Number: ************
  Email Address: ************************************
  

  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:03/18/2025

  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.

  Took out a loan in June 2024 for my wedding/honeymoon flight. Auto draft was setup to deduct from my CHECKING account. All along, payments have been taken out of my SAVINGS account and I do not even know that information. The money is in my checking and I have now been charged with a total of $300 of NSF fees because I was unaware they were pulling from my savings account. I had my bank on the phone to verify that the information provided was to my CHECKING account and my savings should have not been touched. I submitted my SAVINGS account statement for proof that the account numbers do have a difference and in order for auto draft to come out of my SAVINGS account more information would have to be provided. Uplift/FlexPay will not take responsibility for deducting from the incorrect account.

  

  Business Response

  Date: 03/25/2025

  Hi *******, 
  

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

  Your reference number is 5500.
  

  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 appreciate your patience while we review this matter. If you have any additional questions, please contact our Customer Advocacy Team at ***************, Monday- Friday, 7am-6pm MST, or by email at ***************************************************************. 
  

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

  Thank you, 
  

  The Upgrade Team 
  

  
  

• Initial Complaint

  Date:03/18/2025

  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 write this letter as a concerned consumer strictly under my own recognizance in a state of unmistakable frustration and urgency. I have discovered blatant duplicate and misleading reporting of my UPLIFT *** (Flex Pay) account #********. It appears as both a charge-off with a balance under the original creditors name and a collection account under ************************* (Account #**************. This violates multiple provisions of federal law, most notably the Fair Credit Reporting Act (FCRA) and the Fair Debt Collection Practices Act (FDCPA). This reporting is very misleading and is damaging my chances of being approved for my mortage which constitutes as actual damages if this situation is not resolved. Please don't ask me to resubmit this information as you have done in the past as I am submitting this complaint to protect my rights and others like me.

  

  Business Response

  Date: 03/24/2025

  Hi Tiana, 
  

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

  Your reference number is 5499.
  

  We apologize for the inconvenience this may have caused.

  We would like to confirm that you applied for a Flex Pay account with ******************** (Formally Uplift) on June 25, 2022 and were approved the same day. We have reviewed your account with ******************** and would like to confirm that it is accurately reporting to the credit bureaus. On or about May 25, 2023 your account was 120 days past due and was charged off. The debt was sold to *******************************
  

  Loan ending in 9493 has been transferred to ******************************, and communication has been sent to the email address on file.
  

  Please be advised that Upgrade, Inc. will no longer be servicing your account or collecting payments. Upgrade, Inc. will cease accepting payments from you. Moving forward, ******************************, will assume responsibility for servicing your account and will contact you directly regarding the resolution of your account balance.
  

  For any inquiries regarding your account after this date, please refer to ******************************.
  
  ***********************************;
  16 ******** Rd 
  *******************
  Phone Number: **************
  Website: *******************
  

  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:03/16/2025

  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 am filing a complaint against Uplift, Inc. for improper debt handling, inaccurate credit reporting, and potential violations of the Fair Credit Reporting Act (FCRA).This installment loan was sold, reassigned, or transferred, and I was never properly notified or given documentation of the transfer. However, Uplift continues to report delinquency and a charge-off, even though they may no longer own the debt.Additionally, I have disputed this account with the credit bureaus, and Uplift has failed to provide full validation that they still have legal rights to report or collect on this debt.Under the ***** Uplift is responsible for ensuring that my credit report reflects only accurate and legally verified information. Since this account was sold or reassigned, they must either provide full documentation proving ownership or remove the charge-off immediately.

  

  Business Response

  Date: 03/18/2025

  Hi ****, 
  
  Thank you for your correspondence through the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Your reference number is 5467.

  We apologize for the inconvenience this may have caused.
  

  After carefully reviewing your loans, we can confirm that they were reported as Paid in Full with Flex Pay by Upgrade (formerly known as Uplift).

  To ensure we provide the most accurate information regarding the account in question, we kindly request the following details:
  

  1. Last 4 digits of the account/loan ID:
  2. Amount Financed:
  

  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:03/14/2025

  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.

  To Whom it may concern,I am writing to formally file a complaint regarding an issue with my account with ********************** Account number: 7091 Account balance: $$37.00, which I have been unable to resolve directly with them. I am requesting that the Better Business Bureau assist in removing this account from my credit reports.I have attached copies of relevant documents, including my driver's license proof of address, copy of my social security card a cover letter and the my credit report, to support my case.I kindly ask for your assistance in facilitating a resolution to this matter. Please let me know if you require any further details or documentation.Thank you for your attention to this complaint. I look forward to your response and to a prompt resolution.

  

  Business Response

  Date: 03/25/2025

  Hi ******, 
  

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

  Your reference number is 5524.
  

  We apologize for the inconvenience this may have caused.

  We are contacting you to inform you that we have received your dispute. However, we have not yet received the necessary documentation to proceed with the investigation into your identity theft claim. As a result, your claim is currently on hold. Please be aware that the investigation will not continue until the required documents are submitted.
  

  If you wish to proceed with your claim, please follow the instructions provided in this link ******************************************************************************. This will direct you to a secure form where you can submit the required documentation for the fraud investigation.
  

  Please note: Until your claim is approved, the loan will continue to be reported and subject to interest accrual.

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

  We look forward to assisting you.

  Thank you,

  The Upgrade Team

• Initial Complaint

  Date:03/12/2025

  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.

  On 6/1/2024 I booked a hotel through ********* and chose to pay monthly via Uplift, total amount $389.19. Loan #************. Account # ************. $49.97 monthly. I had to cancel the trip and was subsequently refunded 4 payments of $49.97. Remaining balance of $190.15 was supposed to be refunded via Zelle on 2/20. I have never received this payment and contacted Uplift. They claim payment was successfully sent and provided payment trace numbers. I was told to contact ***** and my bank, ****************, which I did, neither has any knowledge of this payment. Uplift was made aware of this but continues to respond via e-mail that the transaction is complete. I have not received my $190.15 refund. Payment trace #WFCD6rqslqlt.

  

  Business Response

  Date: 03/17/2025

  Hi *******, 
  

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

  Your reference number is 5438.

  We apologize for the inconvenience youve experienced.

  We are currently investigating the issues you reported regarding the receipt of your refund via Zelle. Once our investigation is complete, we will provide you with an update on the status.

  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:03/11/2025

  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 am filing this complaint because my credit report contains unverified accounts that I do not recognize. These accounts are appearing under my name without my authorization, and I have every reason to believe they may be linked to a data breach or fraudulent activity. I take my financial security seriously, and I refuse to allow false or unverifiable information to damage my credit standing. These inaccuracies are actively harming my financial stability, and I demand immediate action to correct them.Despite my repeated attempts to obtain verification, I have not received any legitimate proof that these accounts belong to me. This blatant lack of transparency is a direct violation of my consumer rights. Under the Fair Credit Reporting Act (FCRA) 15 U.S.C. 1681g, I am demanding full documentation proving the validity of these accounts, including:Company Name: UPLIFTINC Account Number: 6323**** Reported Balance: $0.00 I require real, verifiable proof such as original account applications, signed agreements, or transaction records confirming their legitimacy. A generic response stating that the account has been "verified" is not acceptable. If no such documentation exists, these accounts must be immediately removed under FCRA Section 611(a)(5)(A)(i), which mandates the deletion of unverifiable information from consumer credit reports.Additionally, I am filing a formal complaint with the Better Business Bureau (BBB) against them, as this company has failed to provide proper documentation proving the validity of the reported account. Their refusal to supply supporting records and their failure to conduct a legitimate verification process are clear violations of federal law. I expect an immediate investigation and a full response addressing this issue.

  

  Business Response

  Date: 03/18/2025

  Hi *******, 
  

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

  Your reference number is 5435.
  

  We apologize for the inconvenience this may have caused.

  We would like to confirm that you applied for a FlexPay account with ******************** on August 11, 2021, and were approved on August 11, 2021. We have reviewed your account with ******************** and would like to confirm that it is accurately reporting to the credit bureaus. On or about August 10, 2022, your account was 120 days past due and was charged off. On or about September 9, 2022, the debt was sold to First Portfolio ****************, ? ***********************************
  

  Loan ending in 9816 has been transferred to First Portfolio ****************, c/o *********************************** and communication has been sent to the email address on file.
  

  Please be advised that Upgrade, Inc. will no longer be servicing your account or collecting payments. Effective immediately, Upgrade, Inc. will cease accepting payments from you. Moving forward, First Portfolio ****************, through its agent *********************************** will assume responsibility for servicing your account and will contact you directly regarding the resolution of your account balance.
  
  For any inquiries regarding your account after this date, please refer to First Portfolio **************** c/o ***********************************
  
  First Portfolio ****************. c/o *************** Portfolio Services
  ************************************
  ***************************
  Phone Number: ************
  Email Address: *********************************
  

  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:03/11/2025

  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 purchase 2 flights using flex loan the frontier flight i will pay for in full the second flight it is not handled and can be charge reverse . Falx Pay sent *************** money before the trip ****** . 2/3/25 i was scan in at the airport in ******* . i MAMANGER STATED THAT A REFUND WILL BE SENT BACK TO FLEX PAY ON EMAIL I ASK FOR A RECEIPT HE STATED FLEX PAY WILL GET IT . THE SUPERVISOR GOT UPSET BECAUSE I STATED I WAS GOING TO COPORASTE . THEY LIED AND STATED I WAS NO SHOW AND THE NEXT DAY THE AIRLINE AGENT STATED THE SAME ABOUT A REFUND TO BE SNET ***** TO FLEX LOAN . FEX LOAN WERE NOTIFEID AND THEY SIS FRAUDING ME AND REFUSE TO DO A REVERSE CHARGE . i WAS NOT ON THE FLIGHT DUE TO RETAIALTION HOW I WAS MSITREATED AND I WATCH THE SUPERVISOR GIVE A PAPER RECIEPT . SPIRIT WANTTO SUBMIT AN CREDIT ALL I REUESTED THAT FLEX PAY REVERSE THE CHARGES OF THE LOAN I DID NOT USE . i FILE COMPLAINTS WITH transportation CONSUMERS AND NEXT federal TRADE COOMMISSSION . i WAS FRAUDED FOR $****** MY BANK ALSO SHUT DOWN AUTO PAY DUE TO FRADULALENT CHARGING ME FOR A FLIGHT I DID NOT BOARD AND I WAS NOT NO SHOW. FLEX PAY UPLIFT STATED FOR THE MONEY TO BE SENT BAKC . i NOTIFIED DEPARTMENT OF TRANSPORTASION , TODAT FTC *** CONSUMER. 605PM RUAIL SUPERVISOR STATED A REFUND WILL BE ISUUED SENT BACK TO FLEC UPLIFT THEN HE EBGAN TO TALK SPANISH THE FEMALE EMPLOYEE STATED A REFUND I ASK FOR RECEIPT SHE ***** IN THE ******* MY SON IS SNAPNSIH AND BLACK TRANSLATED WHAT THEY WERE SAYING ABOUT ME .tHE NEXT DAY WHEN I HAD TO BOARD ANOTHER FLIGHT OVER DRAFTING *************** STATED 1 HOUR BEFORE I BOARD MY FLIGHT BACK HOME WITH ANOTHER COMPNAY I WAS GETTING A REFUND SENT BACK TO FLEX PAY AN EMPLOYEE PULL ME TO MET IN REST **** AND TOLD ME THEY ARE LYING TO ME THEY ARE MAD THAT I AM GOING TO CORPORATE AND THEY HAVE DONW THIS TO ALOT OF CUSTOMERS . THE SUPERVISOR GOT IN TROUBL E BEFORE AND IF I TOLD HE WILL GET FIRED HE GAVE INSTRUCTIONS TO PUT NO SHOW i WAS THERE THE CAMERA WILL SHOW

  

  Business Response

  Date: 03/18/2025

  Hi *****, 
  

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

  Your reference number is 5437.
  

  We are sorry to hear that your recent purchase did not meet your expectations. We will share your experience with our partners for further evaluation. However, please note that it is your responsibility to obtain a refund from the merchant. Once the merchant processes the refund and sends it to Upgrade, we will apply the refund to the balance of your loan.
  

  In the event that you receive a credit instead of a refund, or if a cancellation fee is applied, please be aware that you will remain responsible for the outstanding balance. If the refund amount exceeds your loan balance, we will ensure the excess is refunded to you.
  

  Upgrade will keep you informed throughout the process by email, notifying you when the refund is received from the merchant and when your loan balance has been adjusted. Additionally, you can monitor the status of your refund at any time by logging into your Member Portal.
  

  Here are some additional related topics for your reference:

  How long does it take for Upgrade to receive the funds from the merchant?
  - Each merchant has their own timeframe, we generally see funds within 30 Days. The best way to find this out, would be to contact the Merchant directly. 
  
  How long does it take for Upgrade to refund me?
  - After the funds are adjusted to the loan, within 5-7 business days, the refunding can take up to 7-14 business days. 
  
  Will I get a refund of all the money I paid?
  - This is based on your loan agreement and the amount that is refunded back to Upgrade from the Merchant. 
  - If the refund from the Merchant is more than the Balance Owed - Upgrade will apply funds to the balance of your loan.
  - If the refunded amount is more than your outstanding balance, we will refund that money to you. Note: Interest Accrued and Origination fee are not eligible for refunds.
  - If the refund from the Merchant is less than the Balance Owed - Upgrade will apply the funds to the outstanding balance of your loan. 
  
  How will I get my refund?
  - If you are due to receive a refund from Upgrade, we refund back to the original form of payment, for each individual transaction. We will first attempt to process the refund through the same method it was processed. If there are any limitations that prevent this from happening, we will then transition the refund to Zelle, and then a check as the final step.
  
  Do I continue to make my Monthly Payment, even if I'm waiting on a refund?
  - Yes. Please continue to make your Monthly Payments, to ensure we can continue to report to ******* that the loan is in good standing. If there is a Balance Owed on the loan, this means the loan remains open and is eligible for reporting. 
  
  Why did the Merchant only give a partial refund?
  - This is common when the Merchant does not process a full refund. Meaning, the amount Upgrade paid the Merchant is not the same amount that was refunded back to Upgrade. The best option to find out why funds may have been held, is to reach out directly to the Merchant. 
  
  I was issued a voucher/credit from the Merchant; what now?
  - If the merchant issues you a credit instead of a refund, your Flex Pay loan through Upgrade remains the same. Continue making your monthly payments and use the credit to make your next purchase when you are ready.
  
  Why didn't I receive a full refund from Upgrade?
  - This happens when the refund received does not pay off the balance owed. Interest accrued and the Loan Origination fee are nonrefundable. If you have more questions about this, your Borrower Agreement and Promissory Note is accessible in your Member Portal.

  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: 03/24/2025

   
  Complaint: 23050300
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/09/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 2/25/25 I booked a flight with Volaris (see Volaris_flight PDF) and used Uplift as a payment option (Loan ************ was created); decided to cancel this booking later the same day (see Volaris refund PDF). I logged into my Uplift account and noticed that Loan was still active (first payment requested on 3/26/25) and reached out through the offered **************** form to inquire about the cancellation of this (see ************* ********. I reached out again 3/5 through direct email (as mentioned in Uplift cancellation FAQs): have not heard back from Uplift about cancelling Loan ************ as of the time I submit this. I have not paid any money to Uplift, since the flight was cancelled, but just wanting them to erase this loan from my account. I do have another active loan with Uplift (#************), which is for another booked Volaris flight, and this I do intend on making the required payments.

  

  Business Response

  Date: 03/12/2025

  Hi *******, 
  

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

  Your reference number is 5427.
  

  We apologize for the inconvenience this may have caused.

  After careful review, we would like to offer clarification regarding the issue you're experiencing.
  

  On February 26, 2025, you were approved for two loans, and Flex Pay by Upgrade made the payment to the merchant for the bookings as per the agreement. We understand that you have canceled one of these bookings.
  

  Our records show that loan ************ has been canceled, and no payment is currently due.
  

  If you have any additional questions, please feel free to contact our Customer Advocacy Team at **************, Monday-Friday, 7 AM - 6 PM MST, or by email at ***************************************************************.

  We appreciate the opportunity to address your concerns.

  Thank you,
  

  The Upgrade Team

  Customer Answer

  Date: 03/15/2025

  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,
  
  ******* ******