Complaints

• Initial Complaint

  10/29/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My car company signed me up with Uptempo to process payments. I've tried to contact Uptempo to stop the payments so I can do it myself. I've tried SMS, voicemail, email. No response.

  Business response

  10/29/2024

  Dear ********, Were sorry to hear that you feel this way about your experience with contacting Uptempo. We take customer concerns very seriously and want to clarify the situation based on our multiple contact attempts and conversations with you. 

  As we explained during our conversation yesterday Monday October 28th, our customer service department hours are Monday - Friday 9:00AM-5:00pm EST. On Thursday October 24th outside of business hours, we received your voicemail at 5:29pm and an email at 6:02pm, We returned your call promptly on Friday, October 25th before opening at 8:42AM and was unable to connect with you and left a voicemail for you to return our call. On Monday October 28th 11:34AM you sent us a communication via email and text message, We returned your call at 12:43PM you indicated that you were working and disconnected the call, without giving our representative the opportunity to work on your account. We took additional steps to contact you possibly after your work hours, & our manager stayed after business hours & contacted you the same day October 28th at 5:30PM. As explained to you, due to our privacy policy in order to proceed with the cancellation of the account, a verification of account ownership must be completed so not verified persons cannot cancel unauthorized accounts. 

  This is confirming your account was cancelled prior to Uptempo receiving this BBB complaint, and we sent the cancellation email to:******************************* on October 28th at 5:44pm EST. 

  Also very important to note, as your account was activated in April 2024, we have waived any cancellation fee for your account.

  We appreciate your feedback, as it helps us improve our services, and we hope this resolves this matter to your satisfaction. Please contact ************************************************************************** or call our team at ************** and request our Customer Support Manager.
  -----------------------

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the second month in a row that they take my car payment out of my account and dont send it to Capitol One finance. In February they did it but only two days went by so okay fine, it was ridiculously explained to me but it didnt leave a derogatory remark on my credit so it was okay. This time YOU TOOK MY MONEY A WEEK AGO????? 3 days before my due date and now its three days after my due date and Im getting late notices!!! Its clear you are charging me for a service that is legitimately doing more harm than good. There is no reason to take my money out a week ago and hold onto it. It actually seems like youre stealing from me now. Even *********** is confused by your processs. Again the two day thing was fine but Ill repeat YOU TOOK MY MONEY OVER A WEEK AGO - WHY IS IT NOT SENT TO ************ You guys just charged my account in February to pay for your services. Id like a refund and to never deal with you again Ill make my own payments because you guys are completely incompetent.

  Business response

  08/29/2024

  Hello *******, 
  Thank you for reaching out to **, and we sincerely apologize for any stress or frustration this situation has caused you.
  As a bank-sponsored biweekly payment service, we are here to make payments to your lender that are convenient for you.
  On February 20th, We connected with you and understand that you saw that Uptempo completed your biweekly debit on your Friday schedule in February, and it was not until the next Friday that the money was reflected with the lender: ************ We appreciate the opportunity to conduct a conference call with your lender to confirm your funds with your Lender. 
  Additionally, we are thankful to be able to explain explain our process and rebuke your concerns regarding the impression Uptempo was holding your funds. As explained, Uptempo uses your bank information (ACH) therefore 3 business days should be allowed to process your debits, then ***** hours for her to see it with the lender. You payment schedule allows you to use the ***** ******* which means your account will not receive a negative or late fee when funds are received within this time period. This is always optional and Uptempo can adjust payment schedules as needed. 
  
  On March 21st 6:36pm, we received you voice message for a return call. 
  On March 22nd, We attempted to return your call but did not connect and left a voice message. 
  Additionally on March 22nd, We did receive an email from you and our return your email was to address and explain your concerns and we have adjusted your account to no longer use the ***** period. 
  
  Your account is still active, all funds have been verified and sent to your lender per your agreement with Uptempo. We appreciate your continued trust in Uptempo. Your program is projected to reduce your loan term by 8 months! If you would like to discuss this further or make any changes to your account, please dont hesitate to reach out to our customer support team at ************** *** *. Or ******************************************** Thank you for your feedback, and we look forward to resolving any additional issues with you.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is almost exactly the same as one filed in April 2023. I too purchased a vehicle in 2021 and I was told in order to purchase the vehicle I had to use Uptempo. I agreed. I was given no explanation of program fees were presented up front by the dealership or Uptempo-$399 plus it appears that I was being charged slightly more than what the vehicle payments are each month. In January I got very sick and called Uptempo to tell them I couldnt make one of my bi-weekly payments. I was told that I would be ok because I am ahead in my payments due to a few months where I was debited 3 times rather than 2. The rep said I could also send in a payment directly to the lender this way I would still be ahead in payments which I was unable to do. In February I started having issues when the lending bank kept calling me direct saying payments were arriving late even though they were being debited on time bi-weekly from me. I was being charged late fees & twice the payments were over 30 days so my credit was affected. I had a conference call with Uptempo & the lender in which we were told the extra payments made when into the principal so I wasnt ahead. The Uptempo rep said they assumed that I was ahead and they didnt know any extra payments go towards principal. I canceled my services w/Uptempo. The Lender said they will pull 1 of the extra payments from the principal to get my account current however I'm still out of luck on the late fees and derogatory marks on my credit report. I then received a call to confirm I want to cancel and was told I'll be charged a $25 fee to stop their services! I feel as though I am been scammed by these all of these fees & extra charges. I would have NEVER signed up for this service if I knew it would be costing $399 & that little extra every month. My loan is 539 yet I was charged 544. I would like to be reimbursed for the late fees and the other hidden fees and charges and my credit report fixed. I will upload any documentation needed

  Business response

  07/27/2023

  When enrolling with Uptempo, we require a signed agreement from all customers; *************** signed the Uptempo Agreement on 08/26/2021;The Uptempo agreement specifically outlines the deferred program fee and all debit fees along with the  projected benefits and potential savings for the vehicle the customer is enrolling. We are required to disclose all fees as a Bank ************************* ******************** account was enrolled 08/26/2021. By participating in the Uptempo program ** ******* lender was paid when Uptempo was able to collect successful debits from ******************** account. As the ********************** program is explained, we are not the Lender and only make payments to the lender on the customers behalf when we are able to successfully debit our customers, smaller more affordable biweekly debits to pay their large monthly auto loan payment. We conducted a full audit of the recorded calls and confirmed on 01/25/2023; *************** verbally arranged to make a payment directly to her lender Affinity ******************** to cover a Insufficient funds debit from Uptempos biweekly debit attempt on 01/17/23 and make-up attempt on 01/20/23, both of  which were unsuccessful due to insufficient funds. **************** authorized Uptempo to collect half of her regular monthly payment in the amount of $272.09 when she resumed biweekly debits on 01/27/23. Uptempos **************** Representative  confirmed there was an extra payment sent to the lender previously. As we are not  the *******  **************** was advised on two separate occasions to follow up directly with her lender Affinity ******************** - to confirm her February balance. On 07/07/23 **************** and an Uptempo **************** representative conducted a conference call with her lender Affinity ********************* and spoke to a Lender Representative named ***),  who confirmed that ******************* extra funds were received & applied to the principal balance instead of paying future months payments in advance.  The Lender Representative - reviewed her payment history and confirmed that Affinity ******************** never received a payment directly from ***************. It was confirmed all payments including the funds requested for reallocation came from Uptempo on behalf of ******************* historical successful biweekly debits to her Uptempo program. As Uptempo is not the ******* ********** calls are possible to assist all customers to confirm how Lenders will apply principal payments, as every Lender has different processes.. On 07/07/23 Per ******************* request, her Uptempo account was canceled and no cancellation fee was processed. In an Audit of ** ******* account, only one $25 Insufficient Funds fee was assessed on 1/20/23 due to the unsuccessful debit on 01/17/23. Due to ******************* complaint, Uptempo offers to refund this Insufficient Funds fee as a courtesy. As Uptempo is not the ******* Uptempo does not assess Lender  late fees. As Uptempo is not a ******* Uptempo does not have access or the ability to report to any consumer's credit report. This matter should be addressed with ** *************** Affinity ******************** to request Late Fees be removed and any negative credit reporting be adjusted, if applicable per the Lenders discretion. Uptempo would be happy to offer assistance in any way to *************** with a conference call with the Lender Affinity ******************** if necessary, as we always try to help advocate for our customers with their Lenders.  We would like the opportunity to talk and investigate your complaint further. As this was the second account *************** has had with Uptempo since 01/02/2021, We would welcome the opportunity to assist with her current Lender issues and attempt to make things right for her to continue on the Uptempo program. Please contact Uptempo at ************** and ask to speak with a Manager or email *************************************** for next steps in resolution with the Lender.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Uptempo Pay had their employee ******* try to secure my business as a third party payer for my auto loan. This rep ******** overt lies and told me my financier was only for people with "sub par credit" to secure my business (??) I checked with Global Lending my financier to confirm everything that the Uptempo employee told me was a lie. When attempting to secure my business and when I said no ******* told me she would call me back to confirm that I really meant no Not only did she NOT call me back, she stole the money from my account WITHOUT MY PERMISSION overdrafting my account and leaving me with literally no accessable cash. Now we are accruing late and insufficient funds fees from everywhere and my husband is losing a day of work because we have no cash to put gas in our car.I want not only a refund of the STOLEN MONEY but I want ALL the related late and insuffient funds fees paid by UpTempo and additionally we want my husband's pay refunded. That is 8 hours at $40 an hour Needless to say we can document ALL OF THIS DOWN TO THE ***** AND THE MINUTE

  Business response

  07/06/2023

  First and foremost we apologize for  any inconvenience or confusion that we have caused you. We take your feedback very seriously as it is the only way we can improve. Upon reviewing the recorded calls and notes on the account, we did confirm that on 04/27/23, there was an arrangement verbally made by *************** to Uptempo representative to debit the bank account ending#**** on 6/16/23 for $246.18.  On 6/22/23 ***** Loves auto payment in the amount of $243.73 was overnighted to the lender ********************** account ending#****; check#******; **** Tracking# **** **** **** **** **** 36. On 6/26/23 a conference call was performed to provide this information directly to Global lending Services and ***************. All parties confirmed that the debit on 6/16/23 was authorized to process to Uptempo and the payment sent on 6/22/23 was authorized to process to **********************s, ***** Loves lender. We confirmed that the payment cleared to Global lending Services as of 6/28/23. There are no outstanding funds owed at this time. However, Uptempo attempted to contact *************** for any needed resolution and have not received a returned call. Uptempo emailed a documented payment  receipt to the email listed on the account: **********************. Please contact *************************************** with any further comments or concerns. We would are committed to resolving any additional concerns.

  Customer response

  07/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved 

  Although in the end this was resolved through multiple phone calls, 

  They are FLAT OUT LYING when they say the charge on the 16th was agreed on. They have no ability to check a phone record becauae their employee called me from a cell phone after business hours. Additionally the employee did not take no for an answer and finally I got rid of her by agreeing to allow her to contact me in a month to see if I wanted the service. 

  They also agreed to responsibility for my incurred feed and currently are awaiting my bank statement which I only recently got and which is currently with out accountant to see what fees are applicable before i send it to uptempo formally.

  I fail to understand the culture of lies that exists within this company.

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  08/03/2023

  As a bank sponsored service, Uptempo is dedicated and committed to resolving all customers complaints or disputes expeditiously. Uptempo has made several attempts to contact *************** in multiple ways to offer her a resolution. As of 6/26/23, the funds collected on 6/16/23 were approved to be collected by Uptempo and sent to **** ***** lender: ************** Services. As Uptempo is not the lender; Uptempo has provided confirmation to *** ***** her  payment in the amount of $243.73 was overnighted to the lender ************** Service account ending#****; check#******; **** Tracking# **** **** **** **** **** 36 and it cleared as of 6/28/23. Uptempo attempted to reach out to **** **** on 6/30/23 and any correspondence requested was not returned by *** ***** On 8/2/23 Uptempo attempted to contact *** **** again to provide this information and resolve any outstanding concerns. Uptempo has emailed a documented payment receipt to the email listed on the account:********************** as well as sent her a text message to ************** *** **** has not provided Uptempo with confirmation of receipt or returned any of our voicemails, emails or text. Uptempo  has not received any communication or proof from **** **** providing any further information of her dispute or fees. Unfortunately *** **** is unresponsive at this time. Uptempo welcomes to receive any further information to resolve this dispute, Please contact Uptempo at ***************************************

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 2021 I purchased a vehicle. I was told in order to purchase the vehicle I had to use Uptempo. I agreed. No explanation of program fees were presented up front by the dealership or Uptempo. I started having issues in 2023 when my bank kept calling me direct saying payments were late. After the 3rd late payment- I decided to cancel my services. come to find out they were never even submitting the last payment of $169.04 to my bank. It was going to program fees. I spoke to a representative who ensured she would get them sent to my bank for my payment in early March 2023. I called back two weeks later and a different representative told me it would be refunded back to my debit card within 5-7 days. Now by a 3rd representative ** being told my money will not be refunded or given to my bank and that my refund was not approved. I want a refund for my last payment of $169.04 plus the $20 in late fees I have now occurred with my bank for my car. Please help. I feel as Im being scammed. The only service they provide is to pay my car payment late when I can do it by myself on time. Thank you.

  Business response

  05/01/2023

  Thank you, **************************************** for your feedback. I am sorry that you feel you had a less than 5-star experience with Uptempo. We set a high standard for ourselves, and were so sorry to hear this was not met in your interaction with our business. 
  First and foremost, we again apologize for any misunderstanding with Uptempo. Attached is the signed agreement for ****************************************. As a bank sponsored payment service, our customer agreement outlines the cost of the program, debit fees and debit schedule along with any projected benefits and potential savings. Secondly, we discovered a possible cause of late payments due to adjustments requested by *****************************************  The following scheduled debits for payments on: 7/15/2022, 08/12/2022, 09/09/2022 and 12/16/2022 were canceled. Canceling the debits would have required **************************************** to make these payments directly to the lender or to schedule makeup debits to satisfy the monthly payment to the lender. We can review this in detail by performing a conference call with the ****** and ***************************************** 
  We reviewed your complaint regarding your refund; I am sorry your request was not escalated properly and you had to escalate the issue yourself. We have taken this situation as a Topic for our ongoing **************** training. We have processed the requested refund of $169.04 plus the $20 in late fees. The credit totaling $186.59 should reflect on your loan account ending **** within 5-7 business days. 
  
  

  Customer response

  05/01/2023

  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 and the matter has been resolved so long as they follow through with their promise to reflect a payment on my loan account ending in ***** as stated.
  
  Sincerely,
  
  ************************************
  
  
  
   
  
  

*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. ↩