Upstart

Complaints & Reviews on USAComplaints

USAComplaints currently maintains 1 historical complaint about Upstart, published in 2012. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.

• Its a scamPublished Aug 24, 2012 · Historical consumer allegation

Independent Sources

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

Contacts

• Official website: https://www.upstart.com/
• Borrower support (toll-free) 1-855-438-8778: 1-855-438-8778
• General and application support: [email protected]
• Customer support (local) (650) 204-1000: (650) 204-1000
• Loan servicing fallback and written credit disputes: [email protected]
• Corporate inquiries (833) 212-2461: (833) 212-2461

Locations

Upstart loans, payments, fees, credit reporting and complaints: what Upstart's own pages say (checked October 11, 2026)

Upstart's own pages, opened on October 11, 2026, set out the routes below. This site's archive had no approved posts naming Upstart as the company complained about on that date, so this page does not rely on reader complaints; the figures are from Upstart, its regulators and third-party profiles, each dated.

Find out who your lender and servicer are. Upstart's help article on its bank partners says that when you apply through Upstart's platform, “all loans are originated by one of our trusted lending partners,” and that once a loan is approved the lender's name appears in the loan agreement and in the My Account dashboard. Another help article says that, depending on the loan product, the loan “may be serviced by Upstart or one of our lending partners,” and that the correct phone number and email for your loan are in My Account under Contact Us (or in the mobile app under FAQ, then Get Help). Contact the lender or servicer named there first.

Contacting Upstart. The Contact us page lists borrower support at 1-855-438-8778 (toll-free) and (650) 204-1000 (local), email [email protected], and the mailing address Upstart Operations Dept., P.O. Box 1503, San Carlos, CA 94070; Upstart's Terms and Conditions (last updated August 17, 2026) give the same P.O. Box with the addressee “Upstart Loan Operations.” The article on contacting support for loan servicing says the contact details “may be different for each” loan, directs borrowers to the Contact Us section of My Account first, and lists [email protected] for borrowers who cannot log in. The Contact us page gives hours for loan application support (Monday to Sunday, 9am to 8pm ET) and for personal loan and auto loan payment support (Monday to Friday, 8am to 9pm ET; Saturday and Sunday, 10am to 6:30pm ET).

Cancelling a loan. Upstart's article “How to cancel a loan after approval” says you may be able to cancel by contacting your lender immediately if funds have not yet been disbursed, and that once funds are disbursed the loan “cannot be canceled” and must be repaid; it adds that Upstart loans “do not have prepayment penalties.”

Refunds. The refund article says overpayments are refunded automatically 30 calendar days after the final payment, that other payment or fee refund requests are reviewed case by case through customer support and typically within 10 business days, and that origination-fee refunds depend on the lender's policy.

Fees. The fees article lists, as common charges that depend on the lender and loan type, an origination fee for certain loan types (deducted from proceeds), a late payment fee, an ACH or check return fee, and a subscription fee for Cash Line only. Check the loan agreement for the amounts that apply to you.

Late payments and hardship. Under the late-payment article an account becomes past due the day after the due date and additional interest keeps accruing. The hardship article says to log in and apply for loan assistance, that the team will update you within 7 business days, and that Cash Line accounts are not eligible. The credit-reporting article says: “We are required by law to report the accurate account status to credit bureaus, we will not be able to remove or update your existing credit report as a courtesy.”

Disputing credit-report information. The Help Center article on credit discrepancies says that if the error relates to a product obtained through Upstart, the dispute must be sent in writing to [email protected] or to Upstart Network, P.O. Box 1503, San Carlos, CA 94070, and that you can expect a response within 30 days; it also lists the Experian, TransUnion and Equifax dispute channels and IdentityTheft.gov for identity theft.

Cash Line. Upstart's Cash Line article says the product is a revolving line of credit with a monthly subscription fee required to keep access and take draws; the subscription can be cancelled in the mobile app (subscription section, Cancel Subscription) or through support, and a billing dispute must be submitted in writing within 60 days to the P.O. Box above; the article says Upstart will acknowledge a dispute within 30 days, that the investigation will be completed within 90 days, and that you do not have to pay the disputed amount while it is pending (you remain responsible for the rest of the balance).

Regulator routes. You can submit a complaint to the CFPB at consumerfinance.gov/complaint, and to your state attorney general or state financial regulator. Because the loan is made by the lender named in your agreement, the agency that supervises that bank or credit union may also take complaints about it.

CFPB no-action letters and the 2022 termination, fair-lending monitorship and national bank charter

2017 no-action letter. On September 14, 2017 the CFPB announced a no-action letter to Upstart Network, Inc. relating to the Equal Credit Opportunity Act. The CFPB's announcement says the letter “signifies that Bureau staff has no present intent to recommend initiation of supervisory or enforcement action against Upstart with respect to the Equal Credit Opportunity Act,” that it applies to Upstart's underwriting and pricing model as described in its application materials, and that it “does not serve as an endorsement of the use of any particular variables or modeling techniques.” Upstart agreed to share information about its applications, decisions and risk mitigation with the CFPB.

2020 no-action letter. A new 36-month no-action letter was issued on November 30, 2020 (as described in the CFPB's later termination order).

June 8, 2022 termination. The CFPB's order, signed by Director Rohit Chopra, terminates the November 30, 2020 letter. It states that on April 13, 2022 Upstart notified the CFPB that it intended to add a significant number of new variables to its model, that CFPB staff requested more time to review, and that on May 27, 2022 Upstart applied to shorten the letter's term; the order says that by this application Upstart “has effectively requested to terminate the NAL.” It also says Upstart “has requested termination because it would like to make time-sensitive model changes that are not possible if the CFPB were to conduct the appropriate level of monitoring and review,” and that “the CFPB has not endorsed Upstart's model, and has not performed the analysis necessary to conclude whether Upstart's model does or does not violate the ECOA.” The order is a termination of a staff no-action letter, not an enforcement finding.

Fair-lending monitorship (agreement with advocacy groups, not a regulator). Under an agreement between Upstart, the NAACP Legal Defense Fund and the Student Borrower Protection Center, Relman Colfax acted as independent fair-lending monitor. Relman Colfax published its fourth and final public report on March 27, 2024; its summary says that it did not find quantitative evidence that model variables functioned as close proxies for protected class status, but did identify approval disparities for Black applicants, and that the parties remained at an impasse over the methodology for assessing a less discriminatory alternative model.

National bank charter. Upstart's press release of July 23, 2026 says the Office of the Comptroller of the Currency has granted conditional approval to establish Upstart Bank, N.A.; that its FDIC deposit-insurance application and its Federal Reserve application to become a bank holding company remain pending; and that the bank “will not commence operations until all required approvals are received.” The Form 10-Q filed August 4, 2026 repeats that the application may be delayed, denied, approved or subject to conditions.

On October 11, 2026 a keyword search for “Upstart” in the FTC Legal Library (cases and proceedings) returned no results, and a title search for “Upstart” in the CFPB enforcement actions list returned no results. These are searches of those two pages only; state regulator enforcement databases were not searched one by one.

Upstart: who runs it and how the loan marketplace works

Upstart Network, Inc. is incorporated in Delaware and is the operating subsidiary of Upstart Holdings, Inc., which is listed on Nasdaq under UPST; the Form 10-K says Upstart Network was incorporated in 2012 and Upstart Holdings became its holding company after a 2013 restructuring. The principal executive offices on the Form 10-Q cover (filed August 4, 2026) are 220 Park Road, Suite 500, Burlingame, California; the website footer lists NMLS No. 936133. The BBB profile also shows a California license number 6054644 (BBB's page data gives an expiration date of March 28, 2027) and the NMLS number 936133; look the licenses up with the issuing regulator or NMLS Consumer Access rather than relying on BBB.

The company describes itself as “the leading AI lending marketplace” that connects consumers with “100+ banks and credit unions” using its underwriting models, and its About page states, as of June 30, 2026, more than 4 million customers and more than $61 billion in originations (company figures). Its products include personal loans (debt consolidation, home improvement, medical, moving and wedding loans), auto loans and refinancing, home equity lines of credit, short-term “relief” loans and the Cash Line revolving credit product.

The Form 10-Q explains that after origination Upstart-powered loans are “either retained by lending partners, purchased by the Company for immediate resale to institutional investors under loan sale agreements, or purchased and held by the Company.” This means the party that holds or services a loan can change; the loan agreement and My Account name the current lender.

Upstart's website also states that each lender “originates under their own charter, whether state or federal,” and that loans powered by Upstart are within the 36 percent maximum APR required under the Military Lending Act. Upstart's Terms of Use (effective January 15, 2025) name Upstart Network, Inc. and its affiliates, Upstart Network Trust and the lenders as parties that disclaim warranties for the site; read the loan agreement itself for the lender's terms.

What BBB, Trustpilot and the CFPB database show for Upstart (as displayed October 11, 2026)

The figures below are snapshots from three separate sources and are not added together. They are consumer submissions and reviews, not findings by BBB, Trustpilot or the CFPB.

• BBB (profile for Upstart, San Mateo, CA). Rating A+, Accredited. BBB's page data gives accreditation 2015-11-30, file opened 2015-11-04, business start and incorporation 2012-03-06. It shows 752 total complaints in the last 3 years and 212 filed in the last 12 months, says a review of complaints was completed in March 2026, and shows 165 customer reviews averaging 1.2 out of 5 (BBB says customer reviews are not used in the letter grade).
• Trustpilot (upstart.com). 4.9 out of 5 from 73,548 reviews, 16,242 in the last 12 months; claimed profile since March 2015; Trustpilot states that the company invites customers to review and that it “Hasn't replied to negative reviews.”
• CFPB Consumer Complaint Database (company name shown as Upstart Holdings, Inc.). 3,611 complaints received from August 25, 2015 to October 9, 2026, of which 1,506 were received since October 11, 2025. Company responses: closed with explanation 3,529, closed with monetary relief 13, closed with non-monetary relief 10, in progress 59; timely response yes 3,563, no 48. The product labels most often shown are credit reporting (1,326 and 268 under two label versions), debt collection (965), and payday, title or personal loan categories (587 and 282); the most frequent issue labels include incorrect information on your report (954) and “took or threatened to take negative or legal action” (440). Labels are chosen by the consumer who files.

This site's own archive had no approved complaints about Upstart on October 11, 2026, so this page has no reader complaint themes.

Court filings involving Upstart: securities class actions, derivative suits and individual dockets

Upstart's Form 10-Q for the quarter ended June 30, 2026 (a Form 10-Q/A filed August 5, 2026 revised only a risk-factor sentence to correct a typographical error) says that other than the class actions and derivative actions it describes, the company does not believe it is presently a party to any litigation whose outcome would have a material adverse effect, and that the loss from the described actions cannot be estimated. The matters listed are brought by shareholders, not by borrowers, and the allegations are unproven.

In re Upstart Holdings Securities Litigation (Crain v. Upstart Holdings, Inc.), S.D. Ohio, No. 2:22-cv-02935. Filed July 26, 2022 against Upstart, its CEO and CFO under Section 10(b) and Section 20(a) of the Securities Exchange Act, alleging false or misleading statements. The court granted in part and denied in part a motion to dismiss on September 29, 2023, certified a class on March 27, 2025, and the Upstart defendants answered the amended complaint on November 14, 2025. A September 30, 2026 order (Judge Algenon L. Marbley) granted in part and denied in part a motion to dismiss, dismissing the Section 20(a) control-person claims against the Third Point defendants and Schwartz and denying the motion as to all other claims, and granted in part a motion to strike.

Dunn v. Upstart Holdings, Inc., N.D. Cal., No. 3:26-cv-02974. The docket shows a complaint filed April 7, 2026 “under the Class Action Private Securities Litigation Reform Act” against Upstart Holdings and four named individuals; the docket's latest entry is dated October 9, 2026 (an order terminating deadlines and hearings, per its title).

Derivative suits. The Form 10-Q describes shareholder derivative lawsuits filed in 2022 and 2023 in the S.D. Ohio, the District of Delaware and the Delaware Court of Chancery against current and former directors and officers, with Upstart as nominal defendant, most of them stayed pending the securities class action.

Individual dockets. A search of CourtListener on October 11, 2026 for federal dockets captioned “Upstart Network” or “Upstart Holdings” returned 99 records filed between 2023 and October 2026, including bankruptcy adversary proceedings; the court's own tags on some show the Fair Credit Reporting Act, Fair Debt Collection Practices Act or Telephone Consumer Protection Act as the statute cited. A caption alone does not show the claims or the outcome, and this page does not characterize individual cases.

Is Upstart Legitimate?

Upstart Network, Inc. is a Delaware corporation incorporated in 2012 and the operating subsidiary of Upstart Holdings, Inc., an SEC registrant listed on Nasdaq under UPST. Its website footer lists NMLS No. 936133, and BBB shows an Accredited business with an A+ rating (as displayed October 11, 2026). The CFPB issued it no-action letters in 2017 and 2020 and terminated the second in June 2022 at Upstart's request, with the order stating that the CFPB had not endorsed Upstart's model.

To check an offer you received: confirm the sender's domain is upstart.com, find the lender named in the loan agreement or My Account, and look up Upstart on NMLS Consumer Access using the number above. A Help Center article is titled “Can I apply for a loan over the phone? (No, here’s how to apply online).” Upstart’s Help Center says its loans are originated by its lending partners, so the bank or credit union named in your loan agreement is the lender.

Complaint figures from BBB and the CFPB database are given in the complaint-record section with their dates. This page does not rate or score Upstart.

Court & Public Records

Company Relationships

• Owned by: Upstart Holdings, Inc.
• Affiliated with: Upstart Network Trust

Frequently Asked Questions