Complaints

• Initial Complaint

  02/03/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  To Whom it may concern,I am writing to formally file a complaint regarding an issue with my account with ********************** *** Account number: L138 Account balance:. $8,000.00, 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

  02/04/2025

  Hello BBB Representative,
  
  Thank you for the opportunity to respond to the concerns of ******* *********** *****. We take the concerns of our customers seriously.
  
  Please be advised that a detailed response is being prepared to address ******* *********** Souzas concerns and will be sent to the complainant directly once complete.
  
  If you or ******* *********** Souza have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  
  Upstart
  
  

• Initial Complaint

  02/03/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am not liable for this debt with Upsta/Finwse. I do not have a contract with Upstart , they did not provide me with the original contract I requested.

  

  Business response

  02/03/2025

  Hello BBB Representative,
  
  Thank you for the opportunity to respond to the concerns of ******* ******. We take the concerns of our customers seriously.
  
  Please be advised that a detailed response is being prepared to address ******* ******* concerns and will be sent to the complainant directly once complete.
  
  If you or Devonte Martin have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  
  Upstart
  
  

  Customer response

  02/03/2025

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

• Initial Complaint

  01/30/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an auto loan with Upstart. Car refinance loan #CR3446959. I went to the *** on 01/28/2025 and was told by the *** staff that I could not renew my registration for my vehicle because the "title status is under transfer". This is wrong that I am not being allowed to renew my registration and therefore cannot drive my vehicle due to this title status. Upstart has the authority on my title so this status is due to their fault. Most likely when my account was wrongfully charged off, my title was sold to a collections company and title was then transferred. Since then Upstart has resolved the charge off and I was assured by Upstart that my account was "recalled" from collections and my loan was not affected. I am looking for my title status to be resolved so that I am allowed to renew the registration to my vehicle.

  

  Business response

  01/31/2025

  Hello BBB Representative,
  
  Thank you for the opportunity to respond to the concerns of Justice *******. We take the concerns of our customers seriously.
  
  Please be advised that a detailed response is being prepared to address Justice Websters concerns and will be sent to the complainant directly once complete.
  
  If you or Justice Webster have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  
  Upstart
  
  

• Initial Complaint

  01/30/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  i am not liable for this debt with Upstart, i do not have a contract with Upstart, they did not provide me with the original contract as i requested.

  

  Business response

  01/31/2025

  Hello BBB Representative,
  
  Thank you for the opportunity to respond to the concerns of ***** *******. We take the concerns of our customers seriously.
  
  Please be advised that a detailed response is being prepared to address ***** ******** concerns and will be sent to the complainant directly once complete.
  
  If you or ***** Santana have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  
  Upstart
  
  

• Initial Complaint

  01/29/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing to formally dispute an account listed on my credit report that I believe is inaccurate. The details of the erroneous account are as follows:Creditor Name: UPSTART NETWORK ****Opened Date: 12/14/2021 Account Number: ******** I have never had any association with UPSTART NETWORK **** or any account with the above-mentioned details. I kindly request that you conduct an investigation to verify the legitimacy of this account and remove it from my credit report if found to be inaccurate.Thank you for your prompt attention to this matter. I would appreciate being notified of the outcome of your investigation at your earliest convenience.

  

  Business response

  01/29/2025

  Hello BBB Representative,
  
  Thank you for the opportunity to respond to the concerns of ***** ***** ******. We take the concerns of our customers seriously.
  
  Please be advised that a detailed response is being prepared to address ***** ***** ******* concerns and will be sent to the complainant directly once complete.
  
  If you or ***** ***** Barham have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  
  Upstart

• Initial Complaint

  01/24/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was promised a $9,600 loan through ********** at a Fixed APR of *****% for a term of 60 months at a $320 monthly payment. I was desperatly depending on this promise so I could finally after years have a little financial breathing room, and now Upstart is pulling up the rug under me and withdrawing their promise for NO good reason.I demand the terms that I was offered and to have my requested and PROMISED loan deposited into a bank account of my choosing. Give me my money. NOW!

  

  Business response

  01/28/2025

  Hello BBB Representative,
  
  Thank you for the opportunity to respond to the concerns of **** ********. We take the concerns of our customers seriously.
  
  Please be advised that a detailed response is being prepared to address **** ********* concerns and will be sent to the complainant directly once complete.
  
  If you or **** Musgrave have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  
  Upstart
  
  

  Customer response

  01/28/2025

   
  Complaint: 22855004
  
  I am rejecting this response because: I don't care. I was approved through ******************* by a  **************** Rep  agent there who goes by the name, ******* ****. You can ask him yourself. His number is the following: **************
  You don't have the right or authority to retroactively withdraw my approval for the loan when it was already set in stone by smart capital. 
  I am not withdrawing my BBB complaint until you send me my loan money of $9,600 loan at the agreed Fixed APR of *****% for a term of 60 months at a $320 monthly payment. The contract and agreement has already been made between me and ******************** You have no standing to withdraw that agreement. 
  I will eagerly be awaiting the deposit that I so desperately need. 

  Otherwise, this BBB complaint will not be closed by me.

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

  

  Business response

  01/31/2025

  Hello BBB Representative, 
  
  Please be advised that a response was sent directly to **** ******** via email on January 30, 2025. We believe the previous response addressed all concerns raised by **** Musgrave and refer you to that response. 
  
  If you or the **** Musgrave have any further questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.  
  
  Kind regards, 
  
  Upstart 
  
  

  Customer response

  02/05/2025

   
  Complaint: 22855004
  
  I am rejecting this response because: Unless it's confirmation that they're sending me my approved loan money, I'm going to keep rejecting their response. 
  
  Sincerely,
  
  **** ********

• Initial Complaint

  01/23/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My loan with upstart is nearly paid off. I have been experiencing hardship the last 6 weeks or so with unexpected expenses. When I applied for "hardship assistance" as they recommended, I was met with the following message, "You have exceeded the allowable number of modifications for your loan." This is the 2nd time I've applied, and the first time was helpful. Upstart will not work with you to help you make your payments. Instead, they will report you to the crediting agencies even when you have attempted multiple times to resolve the issue. This includes them assessing insane late fees making it even more difficult to get your payment processed. This is a predatory company.

  

  Business response

  01/24/2025

  Hello BBB Representative,
  
  Thank you for the opportunity to respond to the concerns of ******* *********. We take the concerns of our customers seriously.
  
  Please be advised that a detailed response is being prepared to address ******* Giouzeliss concerns and will be sent to the complainant directly once complete.
  
  If you or ******* Giouzelis have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  
  Upstart
  
  

• Initial Complaint

  01/22/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  UPSTART NETW L2936 $0.00 Discrepancy in Charge-Off Upon carefully reviewing my credit report, I came across an entry for Upstart Network L2936, which I believe is an inaccurate charge-off. Ive disputed this account several times, but each investigation has been inadequate, and no corrective actions have been taken. This inaccurate information has negatively impacted my credit score, hindering my ability to obtain new credit and raising my interest rates when I do qualify. The prolonged error has caused unnecessary stress and uncertainty about my financial future. Under the Fair Credit Reporting Act (FCRA), I am requesting a full investigation into this account. If the charge-off cannot be verified, I ask that it be removed from my report so I can begin to rebuild my financial standing.

  

  Business response

  01/24/2025

  Hello BBB Representative,
  
  Thank you for the opportunity to respond to the concerns of ******* ******. We take the concerns of our customers seriously.
  
  Please be advised that a detailed response is being prepared to address ******* Gordons concerns and will be sent to the complainant directly once complete.
  
  If you or ******* Gordon have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  
  Upstart
  
  

• Initial Complaint

  01/21/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I applied and was approved for a HELOC with Upstart in November 2024. As soon as I was approved and signed my contract, Upstart sold my ***** to Shellpoint Mortgage. ********** has a horrible customer service record and currently is not honoring the contract I initially signed with Upstart. Shellpoint is making it difficult to access advances from my HELOC. Shellpoint made me wait 60 days before I could get an advance, which is not in the contract; they also said I could only obtain advances by using checks, which they did not even order in time by the end of the 60 days. I was told I had to wait an additional 30 days to receive checks, again not in the contract. Upstart knowingly sold my loan to a company that has a terrible track record, fully aware that others have had this same issue. At no time did Upstart make it clear that my loan would be sold, especially immediately after it was approved and signed by me. I believe Upstart is complicit with Shellpoint in their questionable business practices, or they need to ensure ********** honors the contract I signed with them that Upstart then sold. I had a previous loan with Upstart and paid it off early with no issues, which is why I chose to apply for a HELOC through them. But this practice of luring applicants in and then switching the loan to a company with as many complaints as ********** is beyond questionable. I want Upstart to hold ********** accountable for the loan it sold, and furthermore, they need to be upfront with customers before they apply that it could be sold to a company like **********.

  

  Business response

  01/24/2025

  Hello BBB Representative,
  
  Thank you for the opportunity to respond to the concerns of ******* *******. We take the concerns of our customers seriously.
  
  Please be advised that a detailed response is being prepared to address ******* Frasiers concerns and will be sent to the complainant directly once complete.
  
  If you or ******* Frasier have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  
  Upstart
  
  

  Customer response

  01/25/2025

   
  Complaint: 22841539
  
  I am rejecting this response because: They still have not given a detailed response other than they are working on it. When I receive the conclusions of their investigations we can revisit me accepting their response.
  
  Sincerely,
  
  ******* *******

  

  Business response

  01/31/2025

  Hello BBB Representative,
  
  Thank you for the opportunity to respond to the concerns of ******* *******. We take the concerns of our customers seriously.
  
  Please be advised that a detailed response is being prepared to address ******* Frasiers concerns and will be sent to the complainant directly once complete.
  
  If you or ******* Frasier have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  
  Upstart

• Initial Complaint

  01/17/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this debt with Upstart Network for the account L369****. I do not have a contract with the collection company that they have sold this to ***************************.

  

  Business response

  01/21/2025

  Hello BBB Representative,
  
  Thank you for the opportunity to respond to the concerns of ******* ******. We take the concerns of our customers seriously.
  
  Please be advised that a detailed response is being prepared to address ******* Hughess concerns and will be sent to the complainant directly once complete.
  
  If you or ******* Hughes have any questions or concerns, we can be reached at ************** or ************** (toll-free) or ********************************************************.
  
  Kind regards,
  
  Upstart
  
  

*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. ↩