Find a reputable business?

Complaints and Resolutions

Uphold HQ Inc. complaints

Read Complaints File Complaint View Full Report

900 Larkspur Landing Circle Suite 209
Larkspur, CA 94939-7124 | Get Directions

http://www.uphold.com

File a complaint in less than 5 minutes!

Our complaint services are free and our team of expert mediators will assist in resolving complaints with businesses.

File Complaint

Total Amount in Dispute:
$18,478.00

Total Amount Settled:
$1,471.00

Complaint Experience

67%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to some complaints presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

6 complaints against Uphold HQ Inc. closed in last 3 years.

Complaints	Type of response
2	Making a full refund, as the consumer requested
0	Making a partial refund
2	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
2	Unanswered

6 complaints against Uphold HQ Inc.

Sort by

10/26/2023

RESPONSE: Making a full refund, as the consumer requested Amount in Dispute: $1,000.00 Amount Settled: $1,000.00

Customer Complaint

10/4/2023

I deposited my $1,000 for a crypto trade early this morning. Uphold held my funds and refused to transfer them to my buddy. Now there closing my account without any cause, and holding my $1,000 ransom when I've told them numerous times where to send it back to now's 9130 debit card. Resolution Sought $1000 back Immediately.

Company Response

10/13/2023

Hi Matthew, The decision to close a customer account is only made after careful consideration. We understand this can cause frustration and have prepared an FAQ section on why we sometimes have to block or restrict accounts, which may help to explain further. You can read further details on our website https://support.uphold.com/hc/en-us/articles/360045765351-Why-we-block-or-restrict-accounts-and-how-to-reduce-the-risk In regards to the remaining funds in your account, I have confirmed they were processed on October 4 to be returned to your bank. If you have any additional questions or concerns, please reach out to our support team. Sincerely,

8/17/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

7/18/2023

I have attempted multiple times to get my accounts, 2 factor authentication reset as I have got a new phone, making it impossible for me to reset my account on my own. After multiple support outreach attempts over several months, I have yet to get any sort of response or help. Resolution Sought I would like support getting back into my account. I'm sure I provided my SS number so there has to be something they can do for situations like this.

Company Response

8/4/2023

Hi Matthew, I am sorry to hear you are having trouble resetting your Two-Factor Authentication on your Uphold account. I can see that our support team replied to your request for assistance by providing directions on resetting the Two-Factor Authenticator. The ticket was closed as we did not receive feedback that this was an ongoing issue for you. I have asked our senior agents to reach out to you directly to provide additional help. Please keep an eye out for an email from the team. Warm Regards, Uphold Compliance Team

Load More Complaints

First Name:

Last Name:

Email Address:

Password:

Are you: Male Female

Profile