In Case of Errors or Questions About Your Electronic Transfers, Telephone Upgrade at 1-844-899-9931 or E-mail Upgrade at accountservicing@Upgrade.com as soon as you can. We must hear from you no later than 60 days after you were sent the statement pertaining to where your debit card is linked, where the problem or error first appears.
(1) Include your name and account number (if any).
(2) Describe the error or the transfer you are unsure about, and explain as clearly as you can why you believe it is an error or why you need more information.
(3) Please include the dollar amount of the suspected error.
If you notify Upgrade orally, we may require that you send us your complaint or question in writing within 10 business days.
Upgrade will determine whether an error occurred within 10 business days after notification and will correct any error promptly. If more time is needed, however, Upgrade may take up to 45 days to investigate your complaint or question. In this event, Upgrade will credit your account within 10 business days for the amount you think is in error, so that you will have the use of the money during the time it takes us to complete our investigation. If Upgrade asks you to put your complaint or question in writing and we do not receive it within 10 business days, we may not credit your account.
Upgrade will tell you the results within three business days after completing our investigation. If we decide that there was no error, we will send you a written explanation. You may ask for copies of the documents that we used in our investigation.