My complaint:
This is a written complaint to Upgrade INC. I Mary Lee Semler am a customer to Upgrade, and I am sending this letter to inform you that my Wells Fargo checking account has been overcharged in the amount of $17,984.55. I have been doing business with Upgrade INC since February of this year. I have always been on time on with my payments. As soon as I would have a balance, I would pay it off in full that is how good of a client I am. One of few ways to pay off you’re balance with upgrade is with a ACH payment option threw the Upgrade Mobil app. This is how I have been giving payments on my account.
I had no issues, not until the 10th of June when I had a balance just a little over $3000. when I logged on to the app I went to the Manage payment section and chose the make a onetime payment option. So, when a customer picks this option the first thing they have to do is enter a date for when the payment will go through, I had entered for the date of payment to be the 12th of June. The next step in this section was to put in the payment amount that you wished to pay towards your balance. I wanted to pay off the full balance (is what I would always do) so I entered $3,108.80 for the amount. Then the very last thing in this section is to pick which one of my bank accounts did I wish for the payment to be taken from. In this section I entered my Wells Fargo Checking account (Account -9338990337, Routing -122000247). Then after I filled all this out I the would have to press Continue and then I would have to the payment, which is what I did but when I did this my balance was not changing and was staying the same.
So, I then filled everything out all over again and ed the payment but once again for a second time my balance was not changing. I would go on to repeat this mistake another four times. This made it a total of six times. What I was not understanding was the date I was entering was for a future day, not the current day so every time I filled out that section I would be scheduling a payment. Which I did not know of this information that day, nor did I find out that information that day.
A couple of days passed, and I was checking my Upgrade account threw my app and acknowledge that I had a balance a little over $300. So, the same situation as the previous time I wanted to pay off the balance. I did the same exact mistake where I was scheduling payments for a future date (June 22nd) and I did not have any knowledge of this. I would go on to schedule five different payments each for over $300 on that day as well.
On the 12th of June I started to receive notifications from my Wells Fargo Checking account notifying me about several large payments that have been charged to my account. Which where the first six payments I mistakenly scheduled a few days prior (June 10th). so now so far, I had six different transactions from upgrade on my Wells Fargo Checking Account -9338990337.
ACH Payment 1. ($3,108.80) ACH Payment2. ($3,306.96) ACH Payment 3. ($3,305) ACH Payment 4. ($3,305) ACH Payment 5. ($3,305) ACH Payment 6. ($3,305) all transactions were charged on June 12th, 2022. This was a total of $19,635.76 that was charged on my account from Upgrade.
Also, the second set of charges were all mistakenly scheduled on the 22nd of June. The same Wells Fargo account was charged a total of five transactions which all but one where on the charged on the date of 22nd JUNE. ACH payment 1. ($540.86) ACH payment 2. ($307.82) ACH payment 3. ($307.82) ACH payment 4. ($307.82) and ACH payment 5. ($300.10) which in total $1,764.42.So, the grand total of charges that were charged to my account was $21,400.18. From those charges only $3,415.63 was justified and that makes the total amount that I was over charged ($17,984.55).
Suggested solution:
I have already made multiple attempts to resolve this issue. I have called in customer service. I was told that I would get a response back within two days and I have yet it gets a call back. I have made multiple Emails to customer service, and I was last told that I would be receiving a response within 72 hours and of course this as well was not accurate. I will be attaching all supporting and legal documents. i need someone to help me get my money back, my whole account has almost been drained. It’s been almost one month now, and I haven’t seen anything done about this. so i am requesting that UPGRADE INC returns to me the amount i was over charged in full which is $17,984.55. . Please do whatever is necessary to address this issue as soon as possible. If the problem isn’t corrected by 72 hours, I am afraid that I will have no chose but to pursue legal action to protect my rights under the terms of applicable law.
