Credit card or prepaid card -- Problem with a purchase shown on your statement -- Complaint #6868767
Complaint Overview
Complaint ID: 6868767
Company: Upgrade, INC.
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-Issue: Credit card company isn't resolving a dispute about a purchase on your statement
State: Florida
ZIP Code: 331XX
Date Received: 2023-04-20T12:00:00-05:00
Date Sent to Company: 2023-04-20T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I went to XXXX in XXXX and had purchased 2 train tickets from XXXX to XXXX. On the day of travel we are told that the trip was cancelled do to strikes in the city. I went on my phone to purchase other train tickets and I used my UPGRADE credit card, the transaction was declined and my card was blocked. Mind you, I was already at the train station and there were a lot of trains that where cancelled so I used another credit card to make my purchase. We got on the train and sitting there I decide to check my email and I see that I got an email from the train company congratulating me on the purchase of 2 train tickets. This email was from the transaction that was declined from UPGRADE. I was on vacation and I was stressed and frustrated to find out that the transaction went through in the end when originally it was declined. I unblocked my upgrade account and got in contact with them about the issue. This was on XX/XX/2023 and we are in XX/XX/2023 and they have not resolved my issue about refunding that transaction, not only that. yesterday I received an email saying that my issue was resolved and closed. I called them again today and they told me that they were going to open the case up again and that I needed to show them proof that I reached out to the train company and to show them a receipt that has the correct amount that was taken out of the account. This is ridiculous, the receipt that I have is in Euros because I was in XXXX, it is another currency. I have never had problems with a credit card company. They even had the audacity to tell me that I probably ran the card twice so 1 transaction went through and the other declined. If a transaction is declined there is no way it can go through. They have in their system that the transaction was declined and they still do not want to give me a refund. I called again and asked for a manager and they told me that was not possible and that my transaction was never declined that it was flagged for suspicious activity. The transaction was declined when I made the the purchase. How are you going to tell me that it was flagged because of suspicious activity and still run the card. It is {$180.00}, you know how much I have to work to make {$180.00}? This was a mistake on their part and I am being penalized. The worse credit card ever!
Frequently Asked Questions
What is Complaint #6868767 about?
Complaint #6868767 was filed against Upgrade, INC. regarding Credit card or prepaid card specifically about Problem with a purchase shown on your statement. It was received by the CFPB on 2023-04-20T12:00:00-05:00.
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 (Credit card or prepaid card) 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.