Debt collection -- False statements or representation -- Complaint #15567349
Complaint Overview
Complaint ID: 15567349
Company: Upgrade, INC.
Product: Debt collection
Sub-Product: Credit card debt
Issue: False statements or representation
Sub-Issue: Impersonated attorney, law enforcement, or government official
State: Colorado
ZIP Code: 80126
Date Received: 2025-08-27T12:00:00-05:00
Date Sent to Company: 2025-08-27T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
I had previously been working with a debt resolution company named XXXX XXXX. They were too expensive and difficult to work with. I terminate their services. However, before I terminate their services they had already established a payment plan with a creditor of mine named Upgrade. I have made more than 4 calls to Upgrade to inform them that they will need to debit the prearranged payment amount from my account as XXXX XXXX was no longer involved. Upgrade tells me that they can not help me or speak with me ( even after them verifying that I am the account holder ) until they receive a release from XXXX XXXX. I emailed them a copy of the email from XXXX XXXX showing that their services were terminated. Upgrade tells me that until they receive the POA release from XXXX XXXX that they will not engage with me. I asked them for a copy of the POA they were referring to. I was told that I can not have a copy of it, even though it was on MY account. I explained to them that I was wanting to ensure that they continue to receive payment for the agreed upon payment plan. They told me that they don't care, as they will not help me with my own account until they receive a release of POA from XXXX XXXX. I explained to them that if they couldn't produce a POA ( which I have never signed ) then it didn't exist. They still continue to assert that there is a POA and that I am not allowed to see anything on MY account. I then told them that they would not be receiving any more payments from XXXX XXXX as they were no longer in the picture and that I would like to get this debt paid according to the plan. They were not interested in getting payment. I explained to them that if I was in charge of the debt collection group that they were in, and I found out that a debtor was trying to make payments on an agreed upon arrangement, and I had employees intentionally not taking payments from the debtor, that I would fire them. After all, their purpose to is collect on debts. I have a recording of many calls about this very same issue if you would like to listen to them. I would upload any of them, but they are all larger than 10MB. XXXX
Frequently Asked Questions
What is Complaint #15567349 about?
Complaint #15567349 was filed against Upgrade, INC. regarding Debt collection specifically about False statements or representation. It was received by the CFPB on 2025-08-27T12:00:00-05:00.
How did Upgrade, INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Debt collection) and describe your issue in detail.
Can I see other complaints against Upgrade, INC.?
Yes, visit the Upgrade, INC. company profile at readthecomplaint.com/company/upgrade-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.