Upgrade (upgrade.com) has a 4.7 out of 5 rating on OK.one, based on 212 user reviews collected here. It is listed under Business Services and its reputation is excellent. Praise is nearly unanimous, with 92% rating it 4 stars or higher; The business has not yet replied to negative reviews. Last updated 2026-08-10.
What people say
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Dan B · 11 reviews · Experienced 2026-08-06 ·
★★★★★
Poor Customer Service Experience with Flex Pay by Upgrade
I had a very disappointing experience with Flex Pay by Upgrade today. I spoke with two representatives, Shan and Raymond, around 2:55 PM–3:01 PM, and unfortunately, neither interaction reflected the level of customer service I would expect from a company handling customer concerns.
During my conversation with Shan, I had to repeat myself because it felt as though she was not actively listening or fully paying attention to the details I was explaining. Having to constantly repeat the same information makes an already frustrating situation even more stressful.
My experience with Raymond was equally disappointing. Although he was very willing to speak, he did not demonstrate the most important skill a customer service representative should have: active listening. A good representative should listen carefully, understand the customer’s concern, and respond directly to the issue being raised. Instead, I felt like I was being talked over and given information I was already aware of, rather than having my actual concerns addressed.
What was most frustrating was that when I raised a specific issue regarding one of his colleagues, he completely avoided addressing it and moved past it without providing any explanation or resolution. It left me feeling unheard and as though the goal was simply to continue talking rather than genuinely helping.
Customer service is not about who can talk the most — it is about listening, understanding, showing empathy, and taking ownership of the customer’s concern. Unfortunately, this experience showed a lack of those essential skills.
I hope Flex Pay by Upgrade reviews how customer care representatives are trained and selected for these roles. Customers reach out because they need support, not to feel dismissed, overwhelmed, or like their concerns are being ignored. A company’s reputation is built not only on its products and services but also on how customers are treated when they need help.
I need to cancel my account because we paid at check in at the Hotel you guys just will not take the time to check your email and give me a response The hotel sent an email letting you know this, I have sent my bank a copy of the receipt and to not pay Flex Pay. My reservation #*9141EE050132
This is a fantastic company that provides great customer support from beginning to end.
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Angie Doran · 1 review · Experienced 2026-08-03 ·
★★★★★
I borrowed what i thought was $25k they…
I borrowed what i thought was $25k they withheld over $2k for fees.I called to pay back interest and amount i got in 45 days or less they still charged the $2k. The interest rate was 30% don’t recommend them
I greatly appreciate the quick response! The whole process went smoothly and the application was easy to complete. to Upgrade made it easy to navigate and I will be telling everyone about it!
