Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/17/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was searching online for payday loan advance. I found explore credit, did some research and checked their website for possible scam. All feedback that I found seemed legit. I started the process online, when it came to verify my bank information, my bank institution did not approve so I had to mail in bank statements. I mailed in the bank statements, in which they required me to verify with a screenshot and a photo of me holding my id and sending back of my ID. Once that was done, they immediately declined my application stating not enough income when I bring in close to $4000 per month. The first representative stated that my documents were what they "needed" in order to proceed with the loan. However, once I got of the phone, I was sent a decline email for the loan. I immediately called back and spoke to another agent which stated that I was denied. Then spoke to the manager that stated I was denied. No one reviewed my documents, because I had just sent the information to them. This was very sketchy. Every time I called they stated that they were from "*******, **" but it sounded overseas. I ******* their supposed headquarters and found: ******************************************************************. If that is even a real location. Please be aware. I can only contact my bank and credit bureaus and file a police report. But I am also reaching out to the *** and the District Attorney because they truly need to be closed for attempting to steal people's identity and confidential information and never having the intent to provide a loan. Also, they bait you with a very ridiculous APR, but will call you and tell you if you pay within a certain time frame its very low APR. That should have been a red flag altogether but due to my emergency circumstances I was willing to work with the company. Please be aware.

  Business Response

  Date: 03/04/2025

  **** Lending JEM DBA Explore Credit (Company) has completed its review of ***** ********s concerns. Customer satisfaction is our top priority, and we want each customer to know how much we value them. The Company takes these types of inquiries very seriously and appreciates the opportunity to respond to you regarding Ms. ******** s concerns. Be advised, nothing in this communication should be construed as a waiver of the Tribes or the Companys sovereign immunity, all of which are expressly preserved. 
  Regarding Ms. ******** s concerns about providing her information and being declined for a loan, the Company is a lender who has underwriting criteria. To determine whether an applicant is approved for a loan, all documentation must be received so that it can be assessed, and a determination can be made.  After reviewing the initial application, the documentation provided was incomplete, and we did request additional documentation.  Once that documentation was submitted, it was determined that Ms. ******** did not meet the criteria to be approved for a loan.  The application was then denied, and a Notice of Adverse Action was sent as required to do.
  At no time did the Company misuse, sell or share Ms. ********s information.  
  Ms. ******** can contact the Company at ************** or via email at ********************************** should she have any additional concerns.
  
  Sincerely,
  Compliance Department
  
  

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22953321
  
  I am rejecting this response because: That was not how the process went.  They wanted me to enter my bank login on their link in order to view my bank information.  Since my bank does not support the site they were using to verify accounts (Banks recognize some of them as fraud) the company had to then request my physical bank copies.  While emailing them and speaking with an agent, I was advised the turnaround time would be ***** hours.  However, before the call ended there was a rejection letter when the information was not yet received and the agent advised me of totally different process and outcome due to being pre-qualified.  The reasoning they have provided BBB is complete false to what actually occurred.  Again, once they received the email of my bank account information, it was impossible to review and issue a response.  It would have had to go to an underwriting team which takes time for review.  Which further shows that they only wanted my bank information.  Again, these are fraudulent business practices and upon reviewing their site, their address is showing conflicting information vs where the calls are routed to, etc.  
  
  Sincerely,
  
  Ms. ********

  Business Response

  Date: 03/17/2025

  **** Lending JEM DBA Explore Credit (Company) has completed its review of ***** ********s concerns. Customer satisfaction is our top priority, and we want each customer to know how much we value them. The Company takes these types of inquiries very seriously and appreciates the opportunity to respond to you regarding Ms. ******** s concerns. Be advised, nothing in this communication should be construed as a waiver of the Tribes or the Companys sovereign immunity, all of which are expressly preserved. 
  Regarding Ms. ******** s concerns about being declined for the loan, the verification process that is in place was followed.  The Company does use an automated bank verification process, which was unable to be used in Ms. ********s case.  Documents were subsequently requested and provided; however, the complete bank account number was not visible.  Additionally, the information that was sent showed a discrepancy in the bank account number that was provided on the application, and this discrepancy flagged the application to be denied.
  Ms. ******** can contact the Company at ************** or via email at ********************************** should she have any additional concerns.
  
  Sincerely,
  Compliance Department
  
  

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22953321
  
  I am rejecting this response because: that matter was discussed with one of your agents while over the phone sending in the requested documents.  It was noted that the account number and member number are slightly different.  On the bank statements with the credit union, it includes a member number which was explained to the agent I was dealing with.  I then was asked to send the confirmation; which I took a screenshot of my mobile banking app.  It showed: My Credit Union Member number that matched what was on my bank statements and my checking account number; which is similar to the member number.  The agent received the documentation and stated that satisfied the requirements to move forward with the loan and stated I should be fine since everything matched up.  Not realizing I provided details of my banking, my drivers license a photo of myself, my social and everything needed for them to steal my identity. because BEFORE the call ended where the agent stated I would be able to move forward and finish up the documents to sign and get the loan, I received the declined. So the response is incorrect.  As of now I had to place a credit protection with all bureaus and other agencies to alert them of what happened because no matter the response.  The fact was I was pre-approved, then advised the remaining documents I needed to secure the loan; which I did. And once the information was sent, I was declined.  The excuse they are providing today was not the same response they provided to me when I inquired why I was declined and still speaking with an entirely different agent who gave me a totally different outcome.  At this point, it cannot be justified; they could not prove they are located in the **, when looking up contact information, there are different addresses that pulls up with other inconsistencies. Along with many other complaints about the company.  However, it was my fault for assuming this was a legit business and ****** learned. This company cannot provide a resolution at this time and no further response is needed from the company.  I would like for other potential customers to be made very aware of the practice and to do their research before selecting this company. The APR was high way robbery anyway that you would have to be desperate to even follow through. So in hindsight, it worked out. 
  
  

• Initial Complaint

  Date:02/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I borrowed $1,500 on 12/20 , I have paid over $2,100 , I called when an extra payment came out of my banking account and *** sent a fraudulent document by service agent ******* stating that I have 26 payments of ****** left to pay. She states that I electronically signed this document, which I did not. Total they state owed is more than $11,000 for a $1,500 loan that i did not agree to. ******* AND ***** both stated i could close out my account if I paid a certain amount, and somehow each came up with a different amount. This company is horrible, fraudulent ********** not use them EVER!!

  Business Response

  Date: 02/25/2025

  **** Lending JEM DBA Explore Credit (Company) has completed its review of ******* ****** concerns. Customer satisfaction is our top priority, and we want each customer to know how much we value them. The Company takes these types of inquiries very seriously and appreciates the opportunity to respond to you regarding Ms. ****** concerns. Be advised, nothing in this communication should be construed as a waiver of the Tribes or the Companys sovereign immunity, all of which are expressly preserved. 
  Regarding Ms. ****** concerns about the total repayment amount, the loan documents state what the total payback amount would be should the loan go full term. Also the loan documents state that she could pay the account off early without any penalty, and how the loan accrues interest.  The loan accrues interest daily, so the amount to be repaid would change daily.
  Regarding not electronically signing the loan agreements, all loan agreements need to be signed electronically to be funded.  If a customer decides not to sign a loan agreement, then no loan will be granted.
  The Company is willing to settle the account with Ms. ***** for a $500 payoff amount.  Currently, all automatic payments have been stopped.
  Ms. ***** can contact the Company at ************** or via email at ********************************** should he have any additional concerns, or to make arrangements to repay the account.
  
  Sincerely,
  Compliance Department
  
  

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I had a emergency situation come up and desperately needed $1000.00 so I filled out app before I fished my phone rang a nice lady from Explore credit walked me through everything she rushed me but I assumed it was because I told her I needed first thing in the morning so I didnt think anything of it she also talked me into borrowing $1500 instead just in case something else came up so I wasnt stuck I said ok sure she emailed the sign package and stayed on the phone the whole time I briefly looked over it but there was absolutely nothing saying how much I was paying in interest it said borrowing $1500 paying 14 payment of $225.00 every other week looked good I signed but that is not even close to how it worked out they had my debit card number and one week after I got the loan a charge on my debit card for $330.60 and another the same day for $190.37 what the F@&k I tried to login to my online account no luck I emailed nothing ok so two days before the next payment same thing $330.60 and $190.37 ok so I figure forget it just pay it off faster but nope after the agreed $3150.00 repayment I put a stop payment on the debit card that worked on week the very next week they took the exact same payment out $330.60 and $190.37 as a check unfortunately I had not bought it for 2 months so now Ive payed this company $4050.00 and some change Im sure and they are still hounding me like 8 time a day calls and text Im like h*** no your not getting another dime sorry whatever you do do not go to Explore credit misleading lies horrible

  Business Response

  Date: 02/27/2025

  **** Lending JEM DBA Explore Credit (Company) has completed its review of ***** ********* concerns. Customer satisfaction is our top priority, and we want each customer to know how much we value them. The Company takes these types of inquiries very seriously and appreciates the opportunity to respond to you regarding Ms. ********* concerns. Be advised, nothing in this communication should be construed as a waiver of the Tribes or the Companys sovereign immunity, all of which are expressly preserved. 
  Regarding Ms. ********* concerns about not being advised how much the total repayment of the loan was going to be, the loan agreement discloses the amount lent, the total amount of finance charges and the total payback amount.  Additionally, the loan agreement lists each scheduled payment amount and date of the payment.
  Regarding payments being made using a debit card, the Company shows no debit card associated with the loan account, and no payments were attempted to be made using a debit card.  Payments were made from July 2024 to August 2024 successfully.  In December 2024, the payment was returned as the checking account was closed, and no further payments were attempted to be made.
  Ms. ******** can contact the Company at ************** or via email at ********************************** should he have any additional concerns, or to make arrangements to repay the account.
  
  Sincerely,
  Compliance Department
  
  

• Initial Complaint

  Date:02/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Without my consent, Explore Credit (**) debited my checking 3 times on, 1-29-25 ($50.74, $50.74, & $152.22=$253.70). At the end of 2024, I needed a loan. & received a mailed advertisement from ** via mail. **s process was confusing & required several follow up calls over several days, due to unreceived required documentation.. The process couldnt be completed to get the loan. ** did advise that their system causes problems.I gave up on a loan from ** due growing suspicion of the process; however money was deposited in my checking.. After several attempts of contacting **, I was able to confirm the $300 was received by **. ** then advised of daily interest fees. I dont recall completing the loan process nor documentation about interest fees of 47%, total of $650 paid to **. No expectation that ** would take a total of $253.70 out of my bank. A bank overdraft email was received advising **s unauthorized debit of $253.70. This unexpected loss, caused a new bank account, a hard freeze on my checking that ** debited. My bank is now processing a 10 day check fraud & and ** has up to 90 days to respond. Theres no given consent to **. Im having to wait if I may be granted the money back. Currently ** is paid 2 times over. Unknown whether or not ** is claiming more interest fees. My bank confirmed 4 debits from **. The bank processed 1 of 2 $152.22 charges, & allowed an ACH of $152.22 & 2 other ACH charges, $50..74 each. Theres no reference of interest fees. ** had no consent to take ********* was never provided document of the same. (i.e., interest fee itemizations &/or calculation). $650 was paid to **, causing unnecessary hardship. I'm not remised about interest fees, the $300 loan amount. plus an additional $350 was / is paid (i.e., $650).I expect the ** account, to close with no further ACH, of any kind, and the $253.70 placed back into my checking.

  Business Response

  Date: 02/13/2025

  **** Lending JEM DBA Explore Credit (Company) has completed its review of ****** ****** concerns. Customer satisfaction is our top priority, and we want each customer to know how much we value them. The Company takes these types of inquiries very seriously and appreciates the opportunity to respond to you regarding Ms. ******* concerns. Be advised, nothing in this communication should be construed as a waiver of the Tribes or the Companys sovereign immunity, all of which are expressly preserved. 
  Regarding Ms. ****** concerns about unauthorized payments being attempted towards her checking account, the Company is in receipt of a loan agreement dating back to October 2023.  At that time automatic payments were agreed upon, and successfully made until February 2024, at which time all payment attempts were returned.
  In November 2024, the Company made a settlement agreement and the payments attempted were in regards to that agreement.  The payments have all been returned and the account remains outstanding.  No automatic payments will be processed at this time, and the Company is willing to negotiate a settlement with Ms. ***** to resolve the account.
  Ms. ***** can contact the Company at ************** or via email at ********************************** should he have any additional concerns, or to make arrangements to settle the account.
  
  Sincerely,
  Compliance Department
  
  

• Initial Complaint

  Date:02/01/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Explore credit is a indian tribe that was supposed to never take money from my account again because they had the wrong account for the wrong person. They just triple dipped into my account this morning. 1 for $20 one for $57 and another for $19. I filled a report on them last year and thought the issue was resolved but they just stole money for me this morning. They promised that they would not take any more money from me but they lie and cheat. I am a disabled veteran and only get paid once a month. Please stop these criminals and please warn everyone about them. This is the 3rd time I am reporting them. Is there any one who can make them stop? They need to be shut down.

  Business Response

  Date: 02/13/2025

  **** Lending JEM DBA Explore Credit (Company) has completed its review of **** ******** concerns. Customer satisfaction is our top priority, and we want each customer to know how much we value them. The Company takes these types of inquiries very seriously and appreciates the opportunity to respond to you regarding Mr. ******** concerns. Be advised, nothing in this communication should be construed as a waiver of the Tribes or the Companys sovereign immunity, all of which are expressly preserved. 
  Regarding Mr. ******** concerns about money being withdrawn from his account, the system did process transactions through Mr. ******** account unexpectedly.  Those funds are being returned to Mr. ******** and the underlying business matter is closed in our office and no further attempts to process transactions will occur.
  Mr. ******** can contact the Company at ************** or via email at ********************************** should he have any additional concerns.
  
  Sincerely,
  Compliance Department
  
  

  Customer Answer

  Date: 02/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:01/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company explore credit was recommended to me for a loan thru expirien and they took all my information on my credit and personal information just to tell me that my info was wrong and i need to re submit a application

  Business Response

  Date: 02/06/2025

  **** Lending JEM DBA Explore Credit (Company) has completed its review of ***** ***** concerns. Customer satisfaction is our top priority, and we want each customer to know how much we value them. The Company takes these types of inquiries very seriously and appreciates the opportunity to respond to you regarding Mr. ***** concerns. Be advised, nothing in this communication should be construed as a waiver of the Tribes or the Companys sovereign immunity, all of which are expressly preserved. 
  Regarding Mr. ***** concerns about the Company receiving all his information and being told it was wrong and needed to resubmit it, the Company was in receipt of an application and as part of that application process we do request additional information to verify the identity of the person we are potentially lending to.  On our initial call the information was submitted online. 
  Later that same day we needed to contact Mr. ***** again, and we did.  During this interaction Mr. ***** experienced difficulties logging into his account, and it was suggested that potential wrong information was entered, including the correct social security number.  The issue persisted and the Company withdrew the application since the identity of the person submitting the application could not be verified.
  Mr. ***** can contact the Company at ************** or via email at ********************************** should he have any additional concerns.
  
  Sincerely,
  Compliance Department
  
  

• Initial Complaint

  Date:01/24/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They contacted me 8 times in one day on 1/13/25, got all my personal financial information, said I was approved on 1/17/25 and had me sign a contract, asked for the same information again on 1/21 , and sent me 4 text messages trying to get me to send the same information they already approved. They then denied my loan citing "other" as the reason. Since I gave this company my information, I've been contacted by fake loan companies scamming people out of money. This company is collecting personal financial data and selling it to the highest bidder without vetting who gets the information. They're only sending out a loan once in awhile at 700% interest to cover their tracks.

  Business Response

  Date: 01/31/2025

  **** Lending JEM DBA Explore Credit (Company) has completed its review of ****** ******* concerns. Customer satisfaction is our top priority, and we want each customer to know how much we value them. The Company takes these types of inquiries very seriously and appreciates the opportunity to respond to you regarding Mr. ******* concerns. Be advised, nothing in this communication should be construed as a waiver of the Tribes or the Companys sovereign immunity, all of which are expressly preserved. 
  Regarding Mr. ******* concerns about receiving calls and text messages from companies that he did not apply with after being denied a loan by **** Lending JEM DBA Explore Credit, Mr. ****** was denied a loan after submitting all the required documentation due to not meeting the eligibility criteria.  
  Regarding receiving calls and text messages from other companies, the Company cannot comment on those calls and text messages.  The Company can state that when a loan application is denied, no customer information is passed along, shared or sold to other companies for consideration.
  Mr. ****** can contact the Company at ************** or via email at ********************************** should he have any additional concerns.
  
  Sincerely,
  Compliance Department
  
  

  Customer Answer

  Date: 02/03/2025

  Complaint: 22853828
  
  I am rejecting this response because:
  
  You guys told me the loan was a done deal. I signed a loan contract. Then you contacted me a week later and asked for the same driver's license and other information I already provided you a week earlier prior to you telling me it would take 3-4 days to process my loan and the money to be in my account. Within hours of sending you my personal bank count information and license, I was contacted by multiple people posing as different loan companies attempting to scam me out of my bank account information. I'm not the slightest bit satisfied with your generic PC response. I have attached just a few of the many messages I received from your people with the dates as well as one of the fake loan companies contacting me immediately following me signing your loan agreement. The *** ***** sent me that same text message 6 times that day asking for the information your people already told me was accepted and the loan was being processed. Let me ask you this, is it a good idea to have people handling secure banking and personal information that clearly have no idea what they're doing? You're already charging people 700% interest on the loans (which I'm pretty sure is illegal in the stats of ******* where I live). Having incompetent people in charge of that information is criminal business practice.
  

  Sincerely,
  
  ****** ******

  
  

  Business Response

  Date: 02/11/2025

  **** Lending JEM DBA Explore Credit (Company) has completed its review of ****** ******* concerns. Customer satisfaction is our top priority, and we want each customer to know how much we value them. The Company takes these types of inquiries very seriously and appreciates the opportunity to respond to you regarding Mr. ******* concerns. Be advised, nothing in this communication should be construed as a waiver of the Tribes or the Companys sovereign immunity, all of which are expressly preserved. 
  Regarding Mr. ******* concerns about asking for additional information and receiving multiple text messages, the text message concerns were addressed in our initial response.  Regarding requesting additional information, we did request additional information as Mr. ****** stated that the bank account provided initially had been compromised and he requested changing the bank account information. 
  To help reduce the risk of fraud, a change in bank account information before funding will result in additional information being requested.  In this instance, the additional information that was provided showed a **** Checking Account.  Unfortunately the Company is unable to accept a **** Checking account for funding and the application was declined, and notification sent.
  Mr. ****** can contact the Company at ************** or via email at ********************************** should he have any additional concerns.
  
  Sincerely,
  Compliance Department
  
  

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22853828
  
  I am rejecting this response because:
  

  See. They don't even have the correct information in their files. I was told you could not accept **** checking so I gave you a different bank account after that...my One account associated with ************ I can see this is going nowhere and Explore Credit is run like the circus. Good luck with your criminal 700% interest rate loans capitalizing on people's desperation as well as carelessly handling critical personal and financial information. 

  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business calls/texts me multiple times a day from different numbers saying Ive applied for a loan through them, which I never have. I told them they were mistaken and they still continue to harass me.

  Business Response

  Date: 01/31/2025

  **** Lending JEM DBA Explore Credit (Company) has completed its review of ***** **** concerns. Customer satisfaction is our top priority, and we want each customer to know how much we value them. The Company takes these types of inquiries very seriously and appreciates the opportunity to respond to you regarding Ms. **** concerns. Be advised, nothing in this communication should be construed as a waiver of the Tribes or the Companys sovereign immunity, all of which are expressly preserved. 
  Regarding Ms. **** concerns about receiving calls and text messages for a loan that she did not apply for, the Company is in receipt of a loan application containing Ms. **** information. All messages were related to the loan application submitted.  Due to Ms. **** claim that she did not apply for the loan, the loan application process has been cancelled.
  Ms. *** can contact the Company at ************** or via email at ********************************** should he have any additional concerns.
  
  Sincerely,
  Compliance Department
  
  

• Initial Complaint

  Date:12/20/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for a loan 12/14 approved for ****** everything went through deposit on 12/18 this is bs I really need this $$$ and still nothing

  Business Response

  Date: 12/26/2024

  WLCC Lending JEM DBA Explore Credit (Company) has completed its review of ***** ***** concerns. Customer satisfaction is our top priority, and we want each customer to know how much we value them. The Company takes these types of inquiries very seriously and appreciates the opportunity to respond to you regarding Ms. ***** concerns. Be advised, nothing in this communication should be construed as a waiver of the Tribes or the Companys sovereign immunity, all of which are expressly preserved. 

  
  Regarding Ms. ***** concerns regarding being approved for a loan and then not receiving the loan, Ms. ***** originally submitted the loan application on 12/14/24 using a bank account number ending 7639.  That same day, the bank account number was changed to one ending 7551, which generated a new loan agreement.  That loan agreement was signed, and additional information was requested and subsequently provided, namely three months of bank statements.  

  
  The following day, Ms. ***** again requested an update to the bank information provided, this time the account number ending 8012.  A request for supporting documents for verification were requested and subsequently provided.  With the information provided, the application was declined on 12/24/24 due to insufficient income.  The Company will attempt to contact Ms. ***** to see if a different loan amount would be requested and reviewed to see if a loan can be provided.

  
  Ms. ***** can contact the Company at ************** or via email at ********************************** should she have any additional concerns.
  
  Sincerely,
  Compliance Department
  

  
  

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been dealing with Explore Credit since September. I was looking for a loan and apparently signed something. It was not clear that I was signed over for the loan. And I didn't remember giving all my information but I apparently did. I emailed saying I didn't want the loan but they sent it anyways. It was only $500 so I decided to just pay on it. Few red flags right from the start:1. I did not receive a document showing what I signed, what the agreement entailed, or what the interest rate was.2. I could not access my online account to see how to just pay it off or what my interest rate was 3. I kept emailed with little response and when I called they were unable to help me gain access to my account So after 3 payments of $150, I finally called and listened to the voicemail and entered my account stuff to see how much I still owed. $480!!! on a $500 loan!!!! I had already paid $450 and it was saying only $20 was toward the loan!So I kept calling and emailing with no help.I decided to put a stop payment on the payments which helped for 1 payment. Then they took it out as a check! Since it was a check, my bank account couldn't do anything about it. So I created a new bank account. They apparently still had my debit card information and tried to take a payment out with that (since I still had the same card wired to the new account), but I stopped that immediately and cancelled the card.Let me note that they NEVER attempted to reach out to me before just trying new methods of stealing money from my account. so HOPEFULLY with the new card and new bank account, they'll stop trying to steal from me. At this point, I've already paid off the actual account and who knows what the interest is since they never sent me information on it or account information. I've attached my last message to them-that they never responded to-before I decided to close my bank ********** NOT USE THEM.

  Business Response

  Date: 12/13/2024

  **** Lending JEM DBA Explore Credit (Company) has completed its review of ****** ***** concerns. Customer satisfaction is our top priority, and we want each customer to know how much we value them. The Company takes these types of inquiries very seriously and appreciates the opportunity to respond to you regarding Ms. ***** concerns. Be advised, nothing in this communication should be construed as a waiver of the Tribes or the Companys sovereign immunity, all of which are expressly preserved.
  Regarding Ms. ***** concerns regarding not being able to access her account, not receiving the loan documents and the amount paid towards principle, the Company was in receipt of a loan application which clearly states the loan amount, the APR, the total amount of interest charged should the loan go full term, and the total amount paid should the loan go full term. 
  The Company did receive an email in October indicating she was unable to access her account. The Company then guided her through the basic troubleshooting steps.  We did not hear from Ms. ***** since that occurred. The loan documents are available through her online account.  The Company is attempting to contact ******** to arrange a settlement agreement to repay the account, but attempts have been unsuccessful.
  Ms. ***** can contact the Company at ************** or via email at ********************************** should he have any additional concerns or to discuss settling the account.
  
  Sincerely,
  Compliance Department

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22640742
  
  I am rejecting this response because: I was the last to reach out, they were NOT the last ones to reach out and I have not received any voicemails either on trying to get ahold of me. You can clearly see in their attachment how I was the last one to reach out with no responses. If they have a document showing the APR, amount, and whatever I signed, then why was I never provided with the document? I NEVER received documentation and no one was every able to help me access my online account (Yes, I did try every trouble shooting method provided. Nothing works and they apparently had no way of doing anything else on their end).

  I've paid back $500 so you've lost no money on me. I am not going to continue paying a business who never reaches out to me before finding new ways to try and steal money out of my account. I understand interest and APR rates, I do NOT understand not being provided any documentation explaining how much these rates are and no way of accessing my account to just pay off whatever was owed. I'm not going to blindly pay a company. I've paid what I owed. End of story.   

  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 01/06/2025

  **** Lending JEM DBA Explore Credit (Company) has completed its review of ****** ***** concerns. Customer satisfaction is our top priority, and we want each customer to know how much we value them. The Company takes these types of inquiries very seriously and appreciates the opportunity to respond to you regarding Ms. ***** concerns. Be advised, nothing in this communication should be construed as a waiver of the Tribes or the Companys sovereign immunity, all of which are expressly preserved.
  Regarding Ms. ***** concerns regarding her account, the Company has decided to close her account.
  Ms. ***** can contact the Company at ************** or via email at ********************************** should he have any additional concerns regarding her account.
  
  Sincerely,
  Compliance Department

  Customer Answer

  Date: 01/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****