Upstart - San Mateo, California

R W.

I sent an overnight check in the amount of $39,744. They outsourced the payoff processing so they claim they cannot even talk with, or email them. They had an employee reach out and ask if she could get payment for the payment in November, two and a half weeks away, when I sent them a check to payoff the entire loan. She said they wanted to be sure to get it because she thinks they lost the check that was signed for and is in their building. I have spent 6 nightmarish days with no one helping. I've never seen a company that is run so badly and uncaring. Not one manager has reached out and I have gotten to the point of needing to email their leadership team with no response at all. I would tell you never, never use this company. $39,744 is a lot of money but not one person has shown any compassion for them losing the check and not processing the payoff.

Upstart was the processing partner with Alliant Credit Union in this banking transaction, so they are just as reliable for what happened and showed they didn't care about what had happened. Now, when I overpaid them by $985, they claim it takes them 30 days to refund it? This is a credit union? Don't just trust my review, look at what others say about how bad this credit union is. I didn't choose them, my personal loan was sold to them. In the future, I will use local banks and credit unions that care about customer service.

Anonthony M.

BS company. They send you a mailer telling you that you're pre-approved based on your credit and then when you apply you are declined. Way to go to really squeeze lemon juice in an open wound. You people should be ashamed of yourself.

Charlie K.

I have supplied all the required documents for a small loan last week. Very poor response time on looking for an update. Supposed to be quick, been left hanging for almost a week for a 1,600 dollar loan. Good credit and steady income, so what's the problem And yet I trusted enough to give them access to my bank account right away. For what?

Carolanne W.

Stay away from Upstart — I wish I had come to Trustpilot and the BBB first before applying. It looks like most of the positive Google Reviews are from about five years ago — before Upstart was bought by another company, according to another review.

In short, this company offered me a loan at over 30% interest — it's a worse rate than a credit card. When I asked for my application and information to be deleted, they told me it was impossible — even though I never accepted the loan. So be prepared to have all your financial information held by Upstart forever.

Want to talk with a human? Be ready for long wait times and a complete run around. Just to find a phone number to call is a major hassle. Then everyone is working from a script and repeats the same information, even though it doesn't have any relevance to the question.

When asked how long they need to hold onto your information before it can be deleted, they respond that they have already answered (they haven't) and will not reply any further.

Terrible company and experience.

Antonio S. E.

Great customer service, always responding to all of my questions regarding my loan and I just paid off a 5-year loan in less than 1-year. Also Upstart gives you a reasonable rate with a good affordable payment plan. There's really nothing I can complain about except for the origination fee.

Luis C.

I had an absolutely terrible experience with Upstart Loan Company. They not only failed to provide the promised services but also refused to issue refunds. This company's customer service is abysmal, and their lack of accountability is shocking. I strongly advise against using their services, as they seem more interested in taking your money than helping you with your financial needs. My overall experience with Upstart Loan Company was extremely frustrating and disappointing.

Kim M. C.

I would never ever recommend Upstart to apply for a personal loan. I had the worst experience. They told me I was approved for the loan, let me get to the point to enter my bank information and then declined me. The decline was to a hard inquiry that was on my credit. I was told that if I get a Declination Letter from the company that the hard inquiry was from that they could proceed with approving the loan. I gave them what they asked for and they told me the letter was acceptable. When I asked why the letter was unacceptable, the supervisor just kept saying that she is sorry and she can't disclose certain aspect of things. It didn't make sense at all. There has to be a reason that it wasn't accepted but she wouldn't tell me why. It's a general answer not rocket science. I understand that I wasn't approved but at least give the customer the best customer service you can, try to resolve and some time accommodate, help, or at least let the customer leave feeling comfortable about their experience, that they left with some resolve and can move on from there. They aren't a good company and definitely not transparent so DON'T DO IT!!!!!!!!! If you can't tell me an issue about information that I gave you and keep telling me that it is company policy not to disclose certain things about my own information than I find that a little sneaky and shady. Go elsewhere folks!!!

kim F.

Absolutely the worst . You pain them and they report no payments . Bbb