Upgrade

Complaints & Reviews on USAComplaints

USAComplaints currently maintains 4 historical complaints about Upgrade, published in 2002. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.

• Paid $55 for platinum card promised in April, never receivedPublished Aug 28, 2002 · Historical consumer allegation
• Paid $60 to guarantee a loan, received nothingPublished Jun 13, 2002 · Historical consumer allegation
• Offer turned out to be a catalog, nothing received in twelve weeksPublished Mar 31, 2002 · Historical consumer allegation
• Platinum card offer wants $55 fee, no phone number, only PO boxPublished Mar 22, 2002 · Historical consumer allegation

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts & Login

• Official website (Upgrade): https://www.upgrade.com/
• Account servicing: loans, cards, home improvement, auto finance: +1 (844) 899-9931
• Account servicing email: [email protected]
• Applications in progress and application cancellation: +1 (855) 466-5995
• Applications in progress support email: [email protected]
• Checking and savings support: +1 (844) 319-3692
• Checking and savings support email: [email protected]
• Debit card, checking and savings disputes: +1 (844) 551-2442
• Upgrade Card dispute line (multiple transactions): +1 (844) 319-3331
• Close an account (company article); also the BBB-listed number: +1 (844) 319-3909
• Report phishing or impersonation of Upgrade: +1 (833) 211-5227
• General contact email (footer): [email protected]
• Customer account dashboard login: https://www.upgrade.com/portal/login/
• Complaints email: [email protected]
• New personal-loan applications by phone: +1 (844) 311-0088

Locations

Upgrade loan, card, payment and credit-reporting problems: where to go and what the company says (checked October 11, 2026)

Upgrade says it is "a financial technology company, not a bank" and that it partners with banks "who originate loans, provide deposit accounts, and other services obtained through Upgrade". Its Help Center lists these routes (support hours Monday to Friday 5AM-7PM PT, Saturday and Sunday 6AM-5PM PT).

• Loan, card, home improvement or auto finance account: phone (844) 899-9931, [email protected], the account dashboard at upgrade.com/portal/login, or the chat icon in the dashboard.
• Complaints: the "How can I contact Upgrade?" article lists [email protected] under Additional Support as the address for complaints.
• Start a personal-loan application by phone: (844) 311-0088, per the same article; this is separate from the application-in-progress number below.
• Application in progress or cancel an application: (855) 466-5995 or [email protected]; Upgrade's article says to call the Upgrade Verifications team at that number to cancel.
• Checking or savings: (844) 319-3692 or [email protected].
• Unrecognized Upgrade Card charge: the article says to open View Activity, select the transaction and choose "Dispute This Charge", or call (844) 319-3331 for several transactions.
• Debit card, checking or savings dispute: the article gives (844) 551-2442; for an ACH debit it says Upgrade "must hear from you no later than 60 days after we send you the first statement" showing it, and asks for a signed Written Statement of Unauthorized Debit.
• Payment trouble: the Late Payments article says to call (844) 899-9931 "as soon as possible" and notes that Upgrade "may report information about your account to credit bureaus".
• Close an account: the article gives (844) 319-3909.
• Mail: customer mail goes to 2 North Central Ave., Floor 10, Phoenix, AZ 85004; payment addresses are PO boxes listed on Upgrade's "Can I pay by check?" article.

Credit reporting. Upgrade's articles say it may report account information to credit bureaus. For a credit-report error, the CFPB's page "How do I dispute an error on my credit report?" says a credit reporting company must investigate, forward the dispute to the company that furnished the information, and report the results back; it lists dispute channels for Equifax, Experian and TransUnion. Upgrade's own article for auto finance accounts says to write to Upgrade at 2 North Central Ave., Floor 10, Phoenix or [email protected] and identify the information and why it is incorrect; no equivalent article for personal-loan accounts was found among the help pages checked on 2026-10-11.

Fees and terms to know before disputing. Upgrade's article says personal loans carry a 1.85% to 9.99% origination fee deducted from the loan funds, that it "never charges an upfront loan fee or application fee", that a personal-loan late fee of up to $10 may apply if the full payment is not received within 15 calendar days of the due date (assessed once per late payment), that a $10 fee is charged for any failed electronic or check payment attempt on an issued loan (the customer's bank may add its own fee), and that personal loans and Upgrade Cards have no prepayment fees. Upgrade's Terms of Use (rendered live page, "Effective Date: September 2026") contain an arbitration provision; they say it can be rejected by a signed opt-out notice received within 30 days of first accessing the Terms at Upgrade, Inc., Attn: Arbitration Opt Out, 2 N Central Ave, 10th Floor, Phoenix, AZ 85004, and that it does not apply to covered military borrowers. Read the agreement for your own product before relying on this summary.

If Upgrade does not resolve it. You can submit a complaint to the CFPB at consumerfinance.gov/complaint, which accepts complaints about consumer financial products and services, or to the state regulator named for your state on Upgrade's licensing page. Upgrade's article on protecting yourself from fraud tells customers who suspect fraud or impersonation to report to the FTC and the FBI's Internet Crime Complaint Center and to Upgrade at (833) 211-5227.

Regulator checks and licenses (checked October 11, 2026)

Checks made on October 11, 2026. The CFPB's Enforcement Actions page, filtered by title "upgrade", displayed "no results" on that date. A search of the FTC's cases and proceedings listing did not return a usable filtered result, so no statement about FTC cases is made here. State licensing and enforcement pages and NMLS Consumer Access were not searched state by state. Absence from the sources checked is not a finding that no action exists; consult NMLS Consumer Access (NMLS #1548935) and your state regulator for regulatory history.

Licenses. Upgrade's licensing page lists state licenses under NMLS #1548935, including lender, sales finance and collection agency licenses in various states, and says Upgrade may operate under the DBAs Universal Credit, Flex Pay and Pay Monthly.

About Upgrade, Inc.: entity, products and bank partners

Upgrade, Inc. is headquartered in San Francisco (main office 275 Battery St., Suite 2300, per its licensing page) and lists offices in Phoenix, Montreal, Wilmington, Atlanta and Orange County on its About page. Federal court captions for suits against it describe it as a Delaware corporation. BBB's raw data gives an incorporation date of July 29, 2016 and a business start of August 18, 2014, under the alternate name Credify Finance Corp.

Products. Upgrade's site lists personal loans, home improvement loans, auto financing and refinancing, credit cards (OneCard, Essentials), rewards checking, savings, Boost Money cash advances, credit health monitoring and the Flex Pay buy-now-pay-later product for travel and retail partners. Upgrade says on its About page that "All loans, credit cards, personal credit lines, and checking and savings accounts are provided by Upgrade's bank partners".

Bank partners (Upgrade's Help Center, "Is Upgrade a bank?"). Cross River Bank originates personal loans, auto refinance loans, home improvement loans, BoostCash advances, personal credit lines and credit cards, and provides the checking and savings accounts; The Bancorp Bank, N.A. issues Upgrade Visa cards that access personal credit lines; Blue Ridge Bank, N.A. "originated personal loans through Upgrade through February 2026"; Sutton Bank issued Upgrade Visa cards through October 2024; and WebBank originated personal loans from 2017 through January 2020. The article adds that Upgrade is not FDIC insured.

Recent company events (Upgrade press room). On July 27, 2023 Upgrade announced the acquisition of Uplift, Inc., a buy-now-pay-later provider for travel, for $100 million in cash and stock; on December 12, 2024 it rebranded Uplift as Flex Pay; on October 16, 2025 it announced a $165 million Series G equity round led by Neuberger; on July 28, 2026 it announced the opening of a new office in Wilmington, Delaware (grand opening ceremony on July 16), saying it had exceeded $50 billion in loans and 8 million customers; and on August 10, 2026 it announced the launch of OneCard, which it describes as a card combining the ability to pay immediately, pay in 4, and pay over time. These are the company's own announcements; the press room also lists partner announcements for Flex Pay through October 2, 2026.

Upgrade complaint record as displayed on October 11, 2026

These figures are shown separately as displayed on October 11, 2026 because the sites count different things; they are not added together and none of them verifies the underlying claims. Upgrade has no complaints in our own archive (see below).

• BBB (profile for Upgrade, Inc., San Francisco): BBB Accredited, rating A+; 1,196 total complaints in the last 3 years and 391 filed in the last 12 months; 4.33/5 from an average of 935 customer reviews. On the complaints tab BBB's status filter labels read "Complaint Answered (1091)" and "Complaint Resolved (106)"; these are BBB's own labels and are not added to the headline figure. BBB's note on the profile says its file was created in January 2017, a review of complaints was completed in February 2026, and "Complaints on file concern credit reporting issues."
• CFPB Consumer Complaint Database (company "UPGRADE, INC."): 4,960 complaints received from July 29, 2017 to September 28, 2026, of which 1,849 were received since October 11, 2025. Across all dates the database shows these product labels: credit reporting or other personal consumer reports 1,507 and a second, older credit-reporting label 321; debt collection 1,142; payday loan, title loan, personal loan or advance loan 586; checking or savings account 432; credit card 309. Company responses across all dates: closed with explanation 4,741, closed with monetary relief 155, closed with non-monetary relief 26, in progress 38; 4,952 marked timely and 8 not. In the last 12 months the leading issue labels were incorrect information on a report (483), took or threatened to take negative or legal action (336), attempts to collect a debt not owed (201), and problem with a company's investigation into an existing problem (158). The CFPB does not verify complaint accuracy.
• Trustpilot (upgrade.com): 4.7 from 60,236 reviews, 7,377 in the last 12 months; claimed profile since January 2018 with a paid subscription; the page says the company invites customers to review and that it "Hasn't replied to negative reviews". Upgrade's own Reviews page says it "partners with Trustpilot to collect genuine reviews from customers".

Our archive. No approved complaint in the usacomplaints.com archive was identified as concerning Upgrade, Inc. on October 11, 2026, so this page shows no complaint themes of its own.

Court dockets and arbitration terms

Federal dockets. A CourtListener RECAP search for the case name "Upgrade, Inc." on October 11, 2026 returned 61 dockets, filed from 2022 to October 2026 (plus two much older cases of unrelated companies with similar names). The captions name individual or bankruptcy-trustee plaintiffs; among the entries that carry a nature-of-suit code, the labels include Fair Credit Reporting Act (16), telephone-equipment or TCPA-type claims (5), Fair Debt Collection (1), Truth in Lending (1) and RICO (1); several are bankruptcy adversary proceedings. Apart from the case described below, the claims, defenses and outcomes of each docket were not individually reviewed, and a docket listing is not a finding against the company. The most recent docket in the result was filed on October 6, 2026.

Floyd v. Upgrade Inc., et al. (D.N.J. No. 3:25-cv-12151). A pro se plaintiff sued Upgrade, Experian and Equifax under the Fair Credit Reporting Act over three Uplift loan accounts that Upgrade's Uplift unit had sold to Jefferson Capital Systems, LLC, alleging inaccurate credit-report tradelines. In a memorandum opinion dated June 23, 2026 the court granted all three defendants' motions to dismiss. As to Upgrade (which the opinion calls Uplift), it dismissed the claims under 15 U.S.C. 1681e(b) and 1681i(a) with prejudice because those sections apply only to credit reporting agencies, and the furnisher claim under 1681s-2 without prejudice because the complaint did not allege that a credit bureau notified Upgrade of a dispute or what information was inaccurate. The docket shows an amended complaint filed on July 1, 2026 and further motion papers through September 14, 2026; no later ruling appeared on the docket as of October 11, 2026.

Class actions and settlements. No consumer class-action settlement or court-ordered refund program involving Upgrade, Inc. was identified in the sources checked on October 11, 2026 (CourtListener caption search, web search, CFPB enforcement listing). A class-settlement website, if one exists, would name Upgrade and the court; none was found.

Arbitration. Upgrade's Terms of Use (effective September 2026) say, in a capitalized notice at the top, that unless the arbitration provision is properly rejected, if Upgrade elects to require arbitration the customer will not have the right to a jury trial or the right to participate in a class action in court or in arbitration; the same notice says the provision does not apply to a member of the armed forces or a dependent covered by the federal Military Lending Act. The rejection procedure is described in the Terms.

Is Upgrade Legitimate?

Upgrade, Inc. is a San Francisco company that holds state licenses under NMLS #1548935 according to its own licensing page, is BBB Accredited with an A+ rating as displayed on October 11, 2026, and states that its loans, cards and accounts are provided by bank partners such as Cross River Bank and The Bancorp Bank, N.A. The CFPB database shows 4,960 consumer complaints about the company since 2017, with credit reporting and debt collection the two largest product labels, and BBB states that complaints on file concern credit reporting issues. The CFPB enforcement page returned no results for "upgrade" on the date checked; FTC and state-by-state checks were not completed. Whether a particular dispute is justified depends on the account records, which only the customer, the bank partner and Upgrade have.

Court & Public Records

Company Relationships

• Affiliated with: Cross River Bank
• Affiliated with: The Bancorp Bank, N.A.
• Affiliated with: Uplift, Inc.

Frequently Asked Questions