Credit card or prepaid card -- Problem with a purchase shown on your statement -- Complaint #7171173
Complaint Overview
Complaint ID: 7171173
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: Ohio
ZIP Code: 43004
Date Received: 2023-06-26T12:00:00-05:00
Date Sent to Company: 2023-06-26T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/XXXX of XXXX I received an email notification of recent card activity stating a purchase was made at XXXX XXXX XXXX XXXX XXXX in the amount of {$2400.00}. I immediately called to report this transaction as fraud. The dispute team was closed and I was informed to call back during regular business hours. I called and successfully opened a dispute on XX/XX/2023. Upgrade requested XXXX single document on XX/XX/2023, " A written statement describing the situation that led to your dispute ''. They requested to receive this statement by XX/XX/2023. I submitted this information in a provided statement sent via email on XX/XX/2023. The Upgrade team then responded via email on XX/XX/2023 stating " we do not have enough information to conclude our investigation and still need you to provide the following documentation - We would like to have a complete police report ''. I submitted a police report with the XXXX police department on XX/XX/2023 and I called to inform Upgrade that my police report will be emailed over once I receive the official report ( an online submission grants an unofficial report ). Upgrade closed the dispute on XX/XX/2023 marking me as responsible for the transactions stating the police report was not received. The XXXX XXXX department was backed up and slow in processing reports, I called upgrade requesting them to re-open the dispute and they informed me on the phone that I can call back to re-open the dispute when I have the official police report in hand. I received an email on XX/XX/2023 stating that my police report was available. In calling today to send over the information, I've been told that I'm responsible for the charges and must make a payment of {$100.00} by XX/XX/XXXX since my dispute was declined. It's worth noting that my upgrade card has actually never been swiped or used. It is a dormant card and before authorizing this purchase, some sort of verification or authentication process should've been followed. Upgrade representative states " Upgrade is a growing company and unfortunately does not have those types of security measures in place. ''
Frequently Asked Questions
What is Complaint #7171173 about?
Complaint #7171173 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 2023-06-26T12:00:00-05:00.
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.