Upgrade received a $1,500 payment from my bank but is holding it hostage San Francisco California

I am filing this report to formally document deceptive and unethical behavior by Upgrade, Inc. regarding their handling of a $1,500 credit card payment that I made directly from my verified bank account.

On or around June 11 or June 12, 2025, I submitted a $1,500 payment to my Upgrade credit card. The money was withdrawn from my bank account immediately and cleared without issue. However, when I attempted to make a purchase on June 13, my card was declined. I contacted Upgrade customer service, and I was told that my payment may not be posted or available until June 24, 2025—a delay of nearly two full weeks.

I explained to them that I am currently traveling in Mexico and need urgent access to either my credit or my funds. Despite this, the representative refused to escalate the issue, refused to allow access to the payment, and even refused to raise my credit limit temporarily for customer satisfaction—even though I have an 800+ credit score and qualify for high-limit credit cards elsewhere with no issue.

Their only explanation was that sometimes payments take longer to process, which is clearly not true in this case since the money already left my bank. At this point, they are holding my $1,500 hostage, and I’m unable to use the credit I paid for. Had I known this would happen, I would’ve kept the funds in my bank account instead of trusting Upgrade with them.

This type of behavior feels both predatory and deceptive. Upgrade makes it extremely difficult to access your own money, and their lack of urgency or transparency is completely unacceptable. I believe this delay could be a violation of consumer protection laws and I have filed formal complaints with the Florida Attorney General and the Consumer Financial Protection Bureau (CFPB). I am also consulting with legal counsel to explore further action if needed.

Consumers deserve better than to have their money frozen without cause, especially while traveling. I strongly urge others to avoid Upgrade and work with a lender that respects its customers and operates with transparency.