Complaints

This profile includes complaints for Elastic's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Elastic

  4030 Smith Rd Suite 100 Cincinnati, OH 45209-1957

  
• 

  Elastic

  Cincinnati, OH 45209

  
• 

  Elastic

  PO BOX 3258 Arlington, VA 22203

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:04/07/2025

  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.

  On April 4, I stumbled across this product called elastic and I decided to apply and investigate see if it was worth my while. At first I received an offer for a $3500 credit line which I was skeptical about but still provided the documentation that was asked for regardless I understood there was waiting. Period And then I get a counter offer this afternoon. I tried to respond to this counter offer and their website couldn’t locate me so doing what thought was the right thing to do. I called into their customer service line for help and their customer service line tells me the same thing that the website does which is that I’m not found anywhere in the system I tried explaining that does not make sense because I’m putting in the same information that I had when I put in the app on April 4 my information did not change at all the last three days. I got nowhere with the person I work with for 10 to 15 minutes and I hung up the phone cause I was not about to yell or cuss at someone in the customer service industry After hanging up the phone. I look to see what other support options are available and I decide to try it again and now when try to respond to the counter offer, it says it’s denied. What kind of business practices is this company using? I have the counter offer. I’m looking at it. I was looking at it when I called them up on the phone and I was looking at it when I tried to accept it and they flipped the switch on me. This is not right. This is shady business practices. If I have something in writing, should follow through on that offer. Something needs to be done about this provide me with the product that you said I could have And I have proof that it was offered in writing and that I had 10 days to accept and the 10 day period has not expired. It has just started.

  Business Response

  Date: 04/14/2025

  
  April 14, 2025
  
  
  Better Business Bureau
  ATTN: ***** ********, Marketplace Resource Consultant
  1 E. 4th, Ste. 600
  Cincinnati, OH 45202
  
  
  RE: Better Business Bureau Case No. ********; ********** ******
  
  
  *** ********,
  
  We are in receipt of the above-referenced complaint and appreciate the opportunity to respond. As we
  understand it, *** ******** complaint is regarding the application process and being unable to accept a
  counteroffer. To resolve this matter, she requests to receive the counteroffer that she was provided.
  
  Elastic is a revolving line of credit product offered by Republic Bank & Trust Company (“Republic
  Bank”). Upon receipt of this complaint, we reviewed our records and confirmed that *** ******
  submitted an application for an Elastic line of credit account on April 4, 2025. We initially performed a
  soft pull of *** ******** credit and informed her that she was pre-qualified for a Credit Limit of
  $3,500.00. *** ****** continued with the application process, providing additional personal information,
  verification documents, and granting us permission to do a complete credit check. After receiving this
  information, it was determined that we would be unable to extend her the initial offer of $3,500.00 but
  could offer a Credit Limit of $500.00.
  
  In researching this matter, we found that during the application process *** ****** keyed her social
  security number incorrectly into the application, which we verified with the photo of her social security
  card that she provided. This prevented her from being able to access the application to accept the
  counteroffer. This was communicated to her on April 8 and April 9, 2025.
  
  Additionally, when *** ****** called to discuss this matter with our Customer Support team, she was
  unable to pass verification because the information submitted on the application did not match what she
  provided during the phone call.
  
  We apologize for any inconvenience this may have caused; however, we are unable to change information
  on an active application, as a measure of fraud prevention. *** ****** may submit a new application in
  the future, with her correct information, should she still be interested in an Elastic line of credit account
  
  
  
  
  
  Sincerely,
  
  Compliance Department
  Republic Bank and Trust Company
  
  
  

• Initial Complaint

  Date:02/21/2025

  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 have been an Elastic customer since 2017. I took out and repaid loans - either in full or via agreed upon installment payments - for over 8 years until Elastic charged my account off in mid-2024. Prior to charge off, I had advised Elastic numerous times that I wanted to settle and/or make arrangements to keep the account in good standing due to a temporary hardship. Each time I called, I was informed that either a) there were no settlement programs available to me and b) that if I simply continued to schedule payments twice-a-month that my account would remain in-house. The charged off amount was in excess of $3k which appeared to largely be comprised of carried balance fees, however the historical balance menu was removed from my online account and therefore I could not access a breakdown of the $3k balance. I called and e-mailed Elastic several times requesting a full account history detailing all loan amounts, dates taken, amounts paid, etc., but was told a) they could not e-mail it to me or b) I would have to request in writing. I requested via e-mail on 1/11/25, by phone on 1/13/25, 1/18/25 and 1/22/25; it was not until the 1/22/25 phone call that a rep finally opened a case to request a history of advances mailed to my home address. On 1/18/25, I was informed by Crystal that I was 318 days past due in the amount of $2,346.85 despite the fact that I was making pymts towards the balance every 2 weeks; Crystal could only offer a settlement of 50%. On 1/18/25, Steven offered a one-time payment to settle the account for $1,642.80. On 1/22/25, Myla opened Case No. ******** and informed me that I should receive the account history via e-mail within 5 business days. This never happened. On 2/3/25, Stephanie informed me that the statements would go out via Mail on 1/29/25 with receipt in 7-10 business days; the statements never arrived. I was offered a $702.56 settlement offer via e-mail on 2/6/25 that I accepted & paid without knowing how much was truly owed.

  Business Response

  Date: 03/07/2025

  
  March 7, 2025
  

  Better Business Bureau
  ATTN: ***** ********, Marketplace Resources Consultant 
  1 E. 4th Ste. 600
  Cincinnati, OH 45202
  

  RE: BBB Case No. ********; ***** ******
  

  *** ********,
  

  We are in receipt of the above-referenced complaint and appreciate the opportunity to respond. As we 
  understand it, *** ******** complaint is regarding the charge off of her Elastic account, delivery of 
  requested statements, and credit reporting associated with her settlement payment. We have investigated 
  the situation and provide the following detail.
  

  Elastic is a revolving line of credit product offered by Republic Bank & Trust Company (“Republic 
  Bank”). According to our records, *** ****** submitted an application for an Elastic line of credit 
  account on December 26, 2017 via the Elastic product website, ***************. *** ******** 
  application was approved, and a Credit Limit of $2,500.00 was assigned, though it was later increased to 
  $4,500.00. During the application process *** ****** acknowledged her acceptance of the Elastic Credit 
  Agreement and Terms and Conditions (“Agreement”), which was a condition of account opening. This 
  Agreement explained that there are two types of fees associated with an Elastic account; a Cash Advance 
  Fee that is charged as a percentage of each advance and the Carried Balance Fee that accrues to the 
  account balance at each billing cycle for which a balance is carried over. The Agreement includes Truthin-Lending Disclosures which outline the terms of the account including detailed information regarding 
  Carried Balance Fees. It is important to know that while the account was open Carried Balance Fees 
  would accrue as described in the Agreement, but after the account charged off there were no additional 
  fees charged; all payments made reduced the balance.
  

  While *** ******** account was open, she requested 52 Cash Advances, totaling $29,931.29. The 
  account exceeded 60 days past due and charged off with a balance of $3,651.85 on May 1, 2024. After the 
  account charged off *** ****** continued making payments, which decreased the balance to $2,341.85. 
  
  On February 6, 2025, we sent *** ****** an email that provided this balance and offered to settle for 
  $702.56, she accepted the offer and made the payment on February 14, 2025. The email also explained 
  that accepting the settlement offer would result in the account being reported to the credit bureaus as 
  “Settled – Account Paid for less than Full Balance”. *** ****** has made 118 payments totaling 
  $39,505.11, including the settlement payment.
  

  Upon receipt of this complaint, we reviewed our records and found that *** ****** had called several 
  times and requested a “full account history” showing Cash Advances requested and payments made. We 
  sent copies of the account statements on January 29, 2025 via mail, and advised that the statements may
  be accessed in her account on the Elastic website. As *** ****** has not received these statements, have 
  included the account history with this response. 
  

  We respectfully decline *** ******** request to report the account as “paid” to the credit bureaus, as the 
  account was settled for less than the full balance, and this was disclosed. Please know that Republic bank 
  reported the account to ******* but no other major credit bureau. 
  

  Should *** ****** have additional questions she may contact our Account Services team by phone at 
  ###-###-####.
  

  Sincerely,
  

  Compliance Department
  Republic Bank and Trust

  Customer Answer

  Date: 03/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not fully resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  While I appreciate finally receiving information regarding my full loan and payment history, it is unfortunate that I had to resort to filing a formal complaint in order to receive it.  I will reiterate that the statements have not been available to me online since they closed my account.

   

  One of the biggest issues I have with Elastic and Republic Bank & Trust ("Republic") is that I was an excellent customer for over 7 years.  When I fell into financial difficulty, I called month-after-month to request some sort of payment arrangement or a reasonable settlement agreement that would keep my account from being closed and/or charged off and was continually advised that there were no programs available to me and that if I simply continued making payments (of any amount) that it would keep my account in good standing.  Elastic's website forces you to manually make payments every 2 weeks with no automatic payment option.  So, not only will they not work with you for a stated amount, but you have to continually hop in and schedule a new payment once the prior payment has cleared.  A process I was forced to continually keep up with despite the fact that they ended up closing my account any way.  After the account was closed - an act that was completely unnecessary in light of the multitude of attempts I made to remain a customer in good standing - their online "Settlement Offers" were exorbitant.  They offered simply 1 payment in full of the past due balance as stated or 2 payments equally split.  There was no "less than amount owed" option, no mechanism to review my loan and payment history, etc. and I was essentially stuck in limbo until I had funds to pay of the full remaining balance.  I could not get anywhere with customer service representatives and to this very day Republic is asking me to reach out to their Account Services team if I have any questions even though I have gotten nowhere with them to-date.

   

  When the settlement offer appeared via e-mail and on Elastic's website in the amount of $702.56, I immediately accepted it because I have wasted enough money, time and energy attempting to rectify the stated balance on the account despite never being offered documentation substantiating the debt.  It has been a constant series of phone calls and roadblocks for over a year and a half.  Republic justifies over 7 years of carried balance fees even though I paid my loans off in full more than five (5) times.  If consumers are in a bind, Republic should offer assistance before closing their accounts and placing a negative mark on their credit history.  While I am happy with the fact that Republic is not reporting to the three (3) major credit bureaus, the " Settled - Account Paid for less than Full Balance" will stick with me in ********* system for seven (7) years after I spent seven (7) years in good standing with Elastic.  This is not fair and even though Republic states they stopped charging the "Carried Balance Fees" after they closed the account, it is important to note that the carried balance fees likely comprised the entire charge off balance of $3,651.85.

  The account history Republic provided does not include summary totals of all principal and carried balance fees.  Simply 12 pages of line items with "0.00" totals on the last page. From their response letter, it seems I paid out over $9,573.82 in carried balance fees over the years despite numerous efforts to break the cycle.  These business practices are predatory, unjust and unfair to consumers and there should be hardship programs and/or remedies available to Elastic's customers that are seeking assistance.

  While Republic respectfully declined my request to report the account as "Paid" vs. "Settled for less than Full Balance", I hereby counter and ask they that they change their response and mark my account "Paid" for the reasons outlined above especially considering I paid more than $9,573.82 above and beyond the principal amounts of my loans over the years. 

  Thank you. ~***** ******
  

  Business Response

  Date: 03/28/2025

  March 28, 2025
  

  Better Business Bureau
  ATTN: ***** ********, Marketplace Resources Consultant 
  1 E. 4th Ste. 600
  Cincinnati, OH 45202
  RE: BBB Case No. ********; ***** ****** *
  
  *** ********,
  

  We are in receipt of *** ******** rejection of our complaint response and appreciate the opportunity to 
  respond. As we understand it, *** ****** again expresses dissatisfaction with the settlement options 
  Elastic made available to her and the fees charged, requesting that we report the account as “Paid” instead 
  of “Settled for less than the full balance”. 
  

  As we explained in our initial response, *** ****** opened an Elastic line of credit account on December 
  26, 2017 and a Credit Limit of $2,500.00 was assigned, though it was later increased to $4,500.00. When 
  *** ****** submitted the application for an Elastic line of credit account on December 26, 2017, she 
  acknowledged her acceptance of the Elastic Credit Agreement and Terms and Conditions (“Agreement”),
  which disclosed the fees associated with an Elastic account. *** ****** can access a copy of her 
  Agreement at any time by signing into her online account center at ***************.
  *** ****** has requested fifty-two (52) cash advances over the course of the line of credit, totaling 
  $29,931.29. However, she failed to make all of the minimum payments under her Agreement on their 
  respective due dates and her account became past due. The account exceeded 60 days past due and 
  charged off with a balance of $3,651.85 on May 1, 2024. After the account charged off, *** ****** 
  continued making payments, which decreased the balance to $2,341.85. Please note that once an account 
  is charged off, it no longer accrues fees, and the account is closed. *** ******** choice to make periodic 
  payments post charge-off prevented the account from being sold to a third-party collection agency. 
  Additionally, payments are no longer processed automatically.
  
  In January 2024 and February 2024, we reviewed our records and found that *** ****** had called 
  several times and requested a “full account history” showing Cash Advances requested and payments 
  made. Contrary to her assertion, we sent copies of the account statements on January 29, 2025 via mail. 
  As *** ****** asserted that she had not received these statements, we included the account history with 
  the previous response. 
  

  On February 6, 2025, we sent *** ****** an email that offered to settle the account for the amount of
  $702.56 which was less than the full account balance owed. She accepted the offer and made a $702.56
  payment on February 14, 2025. Please note that the email explained that accepting the settlement offer 
  would result in the account being reported to the credit bureaus as “Settled – Account Paid for less than 
  Full Balance”. *** ****** has made 118 payments over the course of the line of credit, totaling 
  $39,505.11, which includes the settlement payment.
  

  Please understand that the referenced Agreement does not include any provision for repayment assistance 
  or settling an account for less than the full balance. However, as a courtesy to our customers, we do offer 
  a variety of repayment assistance programs to help them during times of hardship. In fairness to all Elastic 
  customers, these programs are offered in certain circumstances and have pre-set parameters.
  

  Again, we respectfully decline *** ******** request to report the account as “paid” to the credit bureaus. 
  The Fair Credit Reporting Act requires furnishers of information to credit reporting agencies to report 
  accurately, and we have confirmed that the status of this account has been accurately reported. 
  

  Sincerely,
  

  Compliance Department
  Republic Bank and Trust

  Customer Answer

  Date: 03/31/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  Republic Bank continues to circle back around repeating themselves and falling back on their agreements for which I complied with for over 7 years.  I was an excellent customer who fell into hardship that they refused to help me with and instead chose to close my account and asked me to pay thousands of dollars in carried balance fees on principal balances that had been paid in full several times over.  

   

  The following statement in Republic's response is yet another tactic to shift blame away from their shady practices:

   

  "...as a courtesy to our customers, we do offer a variety of repayment assistance programs to help them during times of hardship. In fairness to all Elastic

  customers, these programs are offered in certain circumstances and have pre-set parameters." 

   

  This statement is wholly untrue as I requested hardship assistance for almost a year prior to being completely unable to keep up with the carried balance fees.  I attempted to assist my situation in vain so many times with customer services reps (Republic is not providing an accurate history of how many times I called to request assistance and too much time has passed for me to recover old records - which they are taking full advantage of here).  I was continually provided the same response when advising I was requesting hardship assistance: there are no options available to you.  

  Further, their last statement is one I will continually dispute:  "Again, we respectfully decline *** ******** request to report the account as “paid” to the credit bureaus.  The Fair Credit Reporting Act requires furnishers of information to credit reporting agencies to report accurately, and we have confirmed that the status of this account has been accurately reported." Republic is setting their own parameters for the release of credit reporting information despite the fact that it is unfair and abusive which is the basis for which the FCRA was established.

  I will continue to fight against Republic's public image for their abusive treatment of my account which appears to be standard practice according to all of the other complaints I have seen lodged against them by similarly-affected consumers.  I will also continue to dispute the debt being marked "Settled" vs. "Paid" until the debt disappears from my credit history completely.

  Finally, they claim to have mailed the account statements on 01/29/25, however to-date they have never been received.  Republic should treat their customers better; especially those for which they preyed upon and pocketed over $10k in carried balance fees. A never-ending cycle that shouldn't be allowed in this day and age. 

   Regards,
  
  ***** ******
  

• Initial Complaint

  Date:02/03/2025

  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 am writing to formally express my dissatisfaction with my recent experience with Elastic’s lending practices as they mailed me pre-approved loan offers, but upon accepting and borrowing, I discovered numerous deceptive and unethical practices that have caused me significant financial distress. 1. Misleading Payment Terms – The monthly payments stated in the loan agreement were not accurately reflected in actual billing. The fees per dollar borrowed, along with additional charges on carried balances, were never transparently disclosed. The total cost of borrowing was obscured, leading to an unexpected financial burden. 2. Inaccessible Payment System – Your website logs me out when attempting to review statements, and it does not allow full repayment. Instead, it repeatedly instructs me to contact customer service. When I called, two representatives hung up on me, making resolution impossible. 3. Unauthorized Early Withdrawals – Despite a clearly stated due date, Elastic withdrew funds from my account a day early, resulting in four overdraft fees due to my bank processing the payment immediately. This is an unfair and predatory practice. 4. Excessive and Unjustifiable Costs – Borrowing $2,500 ended up costing me approximately $3,600 due to hidden fees and excessive charges, far beyond what was expected. This deceptive pricing structure is misleading and exploitative. The combination of these issues demonstrates an alarming lack of transparency and fairness in Elastic’s business practices. I demand immediate corrective action, including a full review of my account, accurate disclosure of fees, and reimbursement of unauthorized charges and overdraft fees caused by your early withdrawals. My experience leaves me with no choice but to escalate this matter to consumer protection agencies, including the CFPB, FTC, and my state’s Attorney General. I expect a written response outlining a resolution within 10 business days from the date of this letter.

  Business Response

  Date: 02/11/2025

  
  
  February 11, 2025
  
  
  Better Business Bureau
  RE: ***** ********, Marketplace Resource Consultant
  1 E. 4th, Ste. 600
  Cincinnati, OH 45202
  
  
  RE: BBB Case ID ********; ***** ******
  
  
  *** ********,
  
  We are in receipt of the above-referenced complaint and appreciate the opportunity to respond. As we
  understand it, *** ******** concerns are regarding the terms and conditions of the Elastic Credit
  Agreement, website functionality, and service received.
  
  Elastic is a revolving line of credit product offered by Republic Bank & Trust Company (“Republic
  Bank”). We strive to be transparent about the Elastic product and the associated fees by providing
  extensive information on the product website (****************). When *** ******
  initially applied for the Elastic line of credit, he selected a bi-weekly payment frequency and
  acknowledged his agreement to the Elastic Credit Agreement and Terms and Conditions (“Agreement”),
  which he may review any time on the Elastic website: ****************.
  
  Additionally, we would note that the top of the Agreement states, “HIGH COST CREDIT
  DISCLOSURE. ELASTIC IS AN EXPENSIVE FORM OF CREDIT. ELASTIC IS DESIGNED TO
  HELP CUSTOMERS MEET SHORT-TERM BORROWING NEEDS. ELASTIC IS NOT INTENDED
  TO SOLVE LONG-TERM CREDIT NEEDS. OTHER CREDIT OPTIONS MAY BE LESS
  EXPENSIVE.
  
  We would also like to clarify that Elastic does not charge interest like other traditional credit products.
  Instead, there are two types of fees associated with an Elastic account; a Cash Advance Fee is charged as
  a percentage of each advance and Carried Balance Fees accrue to the account balance at each billing cycle
  for which a balance is carried over. The Agreement includes Truth-in-Lending Disclosures which outline
  the terms of the account including detailed information regarding Carried Balance Fees.
  
  
  According to our records we received and approved *** ******** application for an Elastic line of credit
  account on September 18, 2024, and a Credit Limit of $3,500.00 was assigned. Since the account was
  opened *** ****** has requested five (5) Cash Advances, totaling $3,285.00, and has made ten (10)
  payments totaling $3,960.00; this includes the payment made on February 6, 2025, paying the balance in
  full.
  
  *** ******** billing cycle is bi-weekly, with payments due every-other Friday. Our standard business
  practice is to send ACH payments to the customer’s bank the evening before a payment is due, dated for
  the due date. For example, *** ****** had a payment due on January 24, 2025, so we initiated an ACH
  payment to his ****** checking account the evening before, dated for January 24, 2025. We have
  confirmed that all payments have been processed in accordance with this practice and not prematurely, as
  *** ****** claimed. If payments were withdrawn from his checking account early, we suggest he contact
  his bank directly for assistance with this matter.
  
  Upon receipt of this complaint, we reviewed our records and found that two (2) calls were inadvertently
  disconnected on February 3, 2025, but *** ****** was able to speak to an agent to request that billing
  statements be emailed to him; unfortunately, no troubleshooting was completed during these calls, so we
  are unable to determine why *** ****** was unable to download his billing statements. We regret any
  inconvenience *** ****** has experienced. We see that he successfully logged in to his Elastic account
  on February 5th and scheduled a payment for the full balance to be paid the following day, February 6,
  2025.
  
  We are unable to fulfill *** ******** request for a billing adjustment, as the payments were processed
  timely, and Elastic charged no fees other than those disclosed the Agreement. Should *** ****** have
  additional questions; we ask that he please contact our Customer Support team by phone at ###-###
  ####.
  
  Sincerely,
  
  Compliance Department
  Republic Bank and Trust Company
  
  
  

  Customer Answer

  Date: 02/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  Despite not having any interest, fees are extremely high, you lose 10% of the initial borrowing cost and more fees are accrued. Submitting the payment a day prior counts as an early payment and a breach of contract! My due date is set, they should NOT be withdrawing the money a day early! This company is way too predatory and the world must know how these predatory practices are carried. It's a sad world we live in, it's all about preying on people's money in a hardcore, nasty abusive way. 

  Regards,
  
  ***** ******
  

  Customer Answer

  Date: 02/18/2025

  I can try to request bank statements but Elastic already admitted payments are sent a day prior to due date. No other company I do business with does that. Elastic also has deleted my due date from their system making it difficult to prove 

• Initial Complaint

  Date:01/30/2025

  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.

  Paid over 6500 doiiars for borrowing 4500 dollars from this predatory lender. I have been in hospital since 1/03/2025 almost dying twice related to additional stress. They hide interest in so called fees. Over 120 percent made last year alone. No real headquarters to contact. No local loan sharks make this on loan. I feel used and abused by this and will not take this lying down. Will be shouting at top of my lungs so this doesn't happen to others.

  Business Response

  Date: 02/06/2025

  
  February 6, 2025
  
  
  Better Business Bureau
  ATTN: ***** ********, Marketplace Resource Consultant
  1 E. 4th, Ste. 600
  Cincinnati, OH 45202
  
  
  RE: BBB Case ID. ********; ********* ******
  
  
  *** ********,
  
  We are in receipt of the above-referenced complaint and appreciate the opportunity to respond. As we
  understand it, *** ******** concerns are regarding the fees associated with his Elastic account.
  
  Elastic is a revolving line of credit product offered by Republic Bank & Trust Company (“Republic
  Bank”). Elastic customers are assigned a credit limit and may borrow as much or as little as they like, up
  to that limit, as long as their account is in good standing.
  
  As an initial matter, we would like to clarify that Elastic does not charge interest like other traditional
  credit products. Instead, there are two types of fees; a Cash Advance Fee is charged as a percentage of
  each advance and Carried Balance Fees accrue to the account balance at each billing cycle for which a
  balance is carried over. We strive to be transparent about the Elastic product and the associated cost of
  credit by providing extensive details on the product website (****************).
  
  According to our records, we received and approved *** ******** application for an Elastic line of credit
  account on June 21, 2023 and a Credit Limit of $1,000 was assigned, though it was later increased to
  $4,500.00. During the application process *** ****** acknowledged his acceptance of the Elastic Credit
  Agreement and Terms and Conditions (“Agreement”), which was a condition of account opening. This
  Agreement included Federal Truth-in-Lending Disclosures which describes in detail the two types of fees
  associated with an Elastic account. *** ****** can access a copy of his Agreement at any time by signing
  into his online account at www.elastic.com.
  
  We would note that the top of the Agreement states, “HIGH COST CREDIT DISCLOSURE. ELASTIC
  IS AN EXPENSIVE FORM OF CREDIT. ELASTIC IS DESIGNED TO HELP CUSTOMERS MEET
  SHORT-TERM BORROWING NEEDS. ELASTIC IS NOT INTENDED TO SOLVE LONG-TERM
  CREDIT NEEDS. OTHER CREDIT OPTIONS MAY BE LESS EXPENSIVE.
  
  Upon receipt of this complaint, we reviewed *** ******** account history and found that he has borrowed
  $9,756.82 via 15 Cash Advance transactions since activating his account and has made payments totaling
  $9,265.30.00. We also confirmed that the associated fees have accrued in accordance with the referenced
  Agreement.
  
  We respectfully decline *** ******** request for a billing adjustment as he agreed to the terms of the
  account and has continued to borrow funds as recently as December 28, 2024. If he is experiencing a
  hardship, we encourage him to call our Customer Support Team by phone at ###-###-#### to discuss
  eligibility for repayment assistance.
  
  Sincerely,
  
  Compliance Department
  Republic Bank and Trust Company
  

• Initial Complaint

  Date:12/19/2024

  Type:Billing 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 emailed Elastic on dec 5th asking them to rescind the loan, they agreed. I emailed them on the 7th of December asking if they will be rescinding the loan. They responded on the 9th saying they are working on my request. I made a call the week of the 9th asking for a status. I was told they were processing my request. I made an additional call on the 16th and a case was open ********. I call today for a status I am being told at some point I canceled the rescind. But I never canceled.

  Business Response

  Date: 12/30/2024

  Republic Bank Corporate Center
  *** **** ****** ******
  *********** ** **********
  ************
  ********************
  
  
  
  Via: BBB Online Portal Submission
  
  
  December 30, 2024
  
  
  Better Business Bureau
  ATTN: ***** ********
  1 E. 4th, Ste. 600
  Cincinnati, OH 45202
  
  
  RE: BBB Complaint No. ********; M****** T*****
  
  
  Ms. ********,
  
  We are in receipt of the above-referenced complaint and appreciate the opportunity to respond. We
  understand that Ms. T***** is concerned about the outcome of her request to rescind a Cash Advance.
  
  Elastic is a revolving line of credit product offered by Republic Bank & Trust Company (“Republic
  Bank”). We received and approved Ms. T*****’s application for an Elastic line of credit account on
  February 7, 2017, and a credit limit of $3,500.00 was assigned.
  
  According to our records, Ms. T***** requested a Cash Advance in the amount of $1,100.00 on
  November 27, 2024. The Cash Advance was funded in the amount of $990.00, and a Cash Advance fee
  of $110.00 was charged to her account accordingly. On December 5, 2024, we received a request to
  rescind the Cash Advance, and the rescission process was initiated. Please note that customers have the
  option to rescind Cash Advances at no cost, within five business days of the Cash Advance request.
  Although Ms. T***** made a timely rescission request, on December 6, 2024, she logged in to her online
  account and cancelled the $990.00 electronic transfer to return her Cash Advance and finalize the
  rescission, while it was still pending.
  
  We understand that canceling that transfer was likely not Ms. T*****’s intention, as it is clear from other
  communications that she wanted this advance rescinded. She has subsequently paid the $990.00 principal
  amount, so we have waived the related Cash Advance Fee and accrued Carried Balance Fee, bringing her
  Elastic account balance to $0.
  
  
  
  
  
  We trust that this resolves Ms. T*****’s concern, but should she have any additional questions or concerns
  she may contact our Customer Support team by phone at (**** ********.
  
  
  Sincerely,
  
  Compliance Department
  Republic Bank and Trust Company
  

  Customer Answer

  Date: 12/31/2024

  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. 
  
  Regards,
  
  M****** T*****
  

• Initial Complaint

  Date:12/12/2024

  Type:Billing 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 have a line of credit with ******** **** * ***** ********* Elastic product. I called on November 1, 2024 at 10:57 AM CST to update my auto-pay bank account information. It took two representatives an hour and fifteen minutes to make this change. They apparently also unauthorized the auto-pay setting on my account without my consent. I have tried over a dozen times since November 1 to access my account online. Each time I log in and verify my information, I am returned to their log-in screen and cannot access my account. Today, December 12, 2024, I have spoken to four people - Daniel, William, Anna and Westin - having to call three separate numbers, and none of them can fix the account access issue. I asked Daniel and William to speak to a supervisor and was told no one is available and to call back later. I asked William to transfer me to tech support and was told there is no tech support. Anna from Account Services transferred me to Westin, claiming Westin's department could provide me with access to my account. Westin told me he could not give me access and I would have to go through someone in Account Services to put in a ticket with the help desk. I asked to speak directly to the help desk and was told they do not have a phone number. I have wasted hours of time being run around in circles and still cannot access my account. I want immediate online access to my account and any negative results of Elastic's incompetence in customer service and technical support removed from my account and any credit reporting bureaus.

  Business Response

  Date: 12/31/2024

  December 31, 2024
  
  
  Better Business Bureau
  ATTN: ***** ********
  1 E. 4th, Ste. 600
  Cincinnati, OH 45202
  
  
  RE: BBB Complaint No. ********; ***** ****
  
  
  *** ********,
  
  We are in receipt of the above-referenced complaint and appreciate the opportunity to respond. We
  understand that *** **** is concerned about the assistance received regarding her experience with
  updating her checking account information, and the inability to log in to her Elastic account online.
  
  Elastic is a revolving line of credit product offered by ******** **** * ***** ******* (“********
  ****”). According to our records, we received and approved *** ****** application for an Elastic line of
  credit account on June 22, 2028, and an initial credit limit of $3500.00 was assigned.
  
  Based on a review of *** ****** account and the related interactions, we agree that our service fell short
  of expectations. We will ensure that the related processes are reviewed, and appropriate coaching is
  provided to the agents involved.
  
  We sincerely apologize for the inconvenience *** **** experienced. We have reinstated AutoPay to
  “active” on her account and will waive the payment that was due on December 1, 2024. Her next
  payment will be processed automatically on January 1, 2025.
  
  Sincerely,
  
  Compliance Department
  ******** Bank and Trust Company

  Customer Answer

  Date: 01/08/2025

  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. 
  
  Regards,
  
  ***** ****
  

• Initial Complaint

  Date:12/10/2024

  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.

  Got a mailer saying I was pre-approved for 2000 line of credit. Did the application, messed up on the email so I called to fix it. The girl on the line helped me fix it and told me congratulations it’s approved, she helped me set up my online account and request a draw and was told it would be available the next business day. She did not at ANY point mention further verification or anything of the sort. I buy some Christmas presents for my young children, it’s been a hard year with some major medical issues for me and I was looking forward to being able to give them a nice Christmas. Today I notice that the funds still haven’t been deposited so I try to check my online account, it’s gone, it just tries to prompt me to apply for a line of credit again. I have to call to find out somewhere later they just up and changed their minds and declined my application AFTER approving it and giving me documents and having me sign and give them my bank account info and setting up auto pay and everything. Calling they’re just talking around in circles saying it was “pending verification”. Pending is pending, APPROVED is not “pending”. This is highly unethical lending practices and I am considering pursuing further legal action. The disclosures mention verification but obviously one assumes that’s done AT the application time and after it’s APPROVED that means the verification is done. I will not be satisfied without this being corrected and will look into all avenues to pursue this further.

  Business Response

  Date: 12/18/2024

  Republic Bank Corporate Center
  *** **** ****** ******
  *********** ** **********
  ************
  ********************
  
  
  
  Via: BBB Online Portal Submission
  
  
  December 18, 2024
  
  
  Cincinnati Better Business Bureau
  1 E. 4th Street, Suite 600
  Cincinnati, OH 45202
  
  
  RE: BBB Complaint No. ********; ***** *****
  
  
  To Whom It May Concern,
  
  We are in receipt of the above-referenced complaint and appreciate the opportunity to respond. We
  understand that Ms. ***** is upset about her experience applying for an Elastic line of credit account.
  
  Elastic is a revolving line of credit product offered by Republic Bank & Trust Company (“Republic
  Bank”). Our records indicate Ms. *****’s application was submitted via Elastic.com on 12/9/2024, and
  initially approved at 9:17am. At 9:54am, the application was declined for the reason “Bank account
  activity.”
  
  The Elastic website includes a page titled “Legal Disclosures…”; and within that page, there is a section
  titled “Application certification and verification” which states that Republic Bank reserves the right to
  withhold funding of a line of credit, at any time prior to disbursement, to allow us to verify any
  information that is provided.
  
  As part of our application review process, with their permission, we access applicants’ bank account
  information. As disclosed on the application, in addition to verifying that the applicant has an active
  personal checking account, we also use the checking account information to reach a decision on their
  application. Ms. *****’s application was selected for additional verification and was declined in relation
  to the bank account information we received, as stated in the Notice provided.
  
  In conclusion, our application review process was disclosed, and the application was declined in
  accordance with that process. We therefore are unable to reinstate Ms. *****’s Elastic account to an
  approved status.
  
  
  
  
  
  Sincerely,
  
  Compliance Department
  Republic Bank and Trust Company
  

  Customer Answer

  Date: 12/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  This is a total cop out response and unacceptable. Approved is approved, you didn’t say conditional, you didn’t say “pending verification.” You just said APPROVED. This is misleading and underhanded and you need to address and fix this. You are purposefully lying to clients and it’s not an acceptable response or solution. 
  
  
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  Date:09/17/2024

  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.

  My wife and I got a brochure from this company and were told there would be no fee for the first two months. We were also told that we would have two months to repay the borrowed money. We drew out $1100 the first month, then $800 the second. We were going to make a payment to finish off the $1100 but when I went in to make the payment, the computer system said only $270 of a $600 payment would go to my balance. I contacted them on the phone, and they told me that the rest of the payment would be for the fee I would get next month. After speaking with them for nearly an hour and telling them to cancel my account and that we would pay them off when we could, I came online today and found out that they were charging me a fee. On top of that, my account is still active. I wish to have no further contact with this business because they lied to us. One thing I can't stand from any company is a liar and a fraud.

  Business Response

  Date: 09/24/2024

  Republic Bank Corporate Center
  *** **** ****** ****** *********** ** **********
  ************
  ********************
  
  
  
  Via BBB Online Portal Submission
  
  
  September 24, 2024
  
  
  Better Business Bureau
  ATTN: ***** ********
  1 E. 4th, Ste. 600
  Cincinnati, OH 45202
  
  
  RE: BBB Complaint No. ********; ******* ****
  
  
  Dear Ms. ********,
  
  We are in receipt of the above-referenced complaint and appreciate the opportunity to respond. As we
  understand it, Mr. **** is concerns are regarding unexpected fees and he requests to cease communication
  with Elastic.
  
  Elastic is a revolving line of credit product offered by Republic Bank & Trust Company (“Republic
  Bank”). Republic Bank strives to be transparent about the Elastic product and the associated fees by
  providing extensive information both on the product website (*************************************/) and
  on the mailed invitations to apply.
  
  Mr. **** applied for an Elastic line of credit account on August 4, 2024 and a Credit Limit of $3,000.00
  was assigned. During the application process Mr. **** acknowledged his acceptance of the Elastic Credit
  Agreement and Terms and Conditions (“Agreement”), which was a condition of account opening. This
  Agreement included Federal Truth-in-Lending Disclosures which describe the two types of fees
  associated with an Elastic account – a Cash Advance Fee that is charged as a percentage of each advance,
  and the Carried Balance Fee (Finance Charge) that will accrue to the account balance at each billing cycle
  for which a balance is carried over.
  
  There are no programs or opportunities in which a fee is not charged should a customer repay borrowed
  funds within two months, and we have found no record indicating that Mr. **** was provided this
  information. Please note that if customers pay the balance in full before entering a second billing cycle,
  Carried Balance Fees will not accrue; however, Mr. ****’s billing cycle is monthly. Therefore, funds
  borrowed prior to the first billing, which was issued on August 15, 2024 did not accrue Carried Balance
  
  
  
  
  Fees until those amounts were carried over into the second billing which was issued on September 15,
  2024.
  
  Upon receipt of this complaint, we reviewed our records and can confirm that Mr. **** called and spoke
  with an Elastic representative on September 15, 2024. During this call, Mr. **** requested to close his
  Elastic account, and the representative explained that he would submit a ticket to have that done, but that
  Mr. **** was still responsible for the balance, and fees would still accrue. The account was closed on
  September 16, 2024, but Mr. **** will still have access to his Elastic account so he can review his
  payment history, balance, and make payments.
  
  In relation to Mr. ****’s requested resolution, we have updated his account to ensure he will no longer be
  contacted by Elastic, though he is more than welcome to reach out to us should he have any questions or
  concerns going forward.
  
  Sincerely,
  
  Compliance Department
  Republic Bank and Trust Company

• Initial Complaint

  Date:08/27/2024

  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.

  8/12/24

  Business Response

  Date: 09/03/2024

  September 3, 2024
  Better Business Bureau
  ATTN: ***** ********
  1 E. 4th , Ste. 600
  Cincinnati, OH 45202
  RE: BBB Complaint ID ********; **** *********
  Ms. ********
  We are in receipt of the above-referenced complaint filed by **** ********* and appreciate the
  opportunity to respond. As we understand it, her concerns are regarding a declined application for an
  Elastic line of credit, and her experience with Elastic customer service.
  

  Elastic is a revolving line of credit product offered by Republic Bank & Trust Company (“Republic
  Bank”). According to our records, we received and initially approved her application for an Elastic line
  of credit on August 12, 2024. During the application process, she was presented with a disclosure titled
  “Credit Report Authorization” that explained by clicking “CONTINUE” she was providing her written
  instruction to Republic Bank to access her credit report from one or more of the consumer reporting
  agencies. This disclosure also explained that when responding to an active firm offer of credit, a hard
  inquiry will be placed on her credit report when she was approved and accepted an Elastic line of credit.
  

  Our records indicate that her application was initially approved, but additional verification was required
  to make a final decision on her application. On August 12, 2024, an email was sent the following business
  day requesting verification documents (e.g., most recent 30-day bank statement (all pages) showing the
  account number, name, and address and a copy of a valid driver’s license or valid state issued
  identification card).
  

  Upon receipt of this complaint, a member of our Executive Customer Management Team called Ms.
  ********* on August 28, 2024 to better understand her complaint as limited information was provided
  regarding the specifics of her concerns. During this call, she was advised of the aforementioned
  information. Unfortunately, Ms. ********* had not seen the email notification from August 12, 2024;
  

  Republic Bank Corporate Center
  601 West Market Street
  Louisville, KY 40202-2700
  ************
  ********************
  however, at that time, the application had already expired because the requested documentation has not
  been received. As her application has expired, we are unable to approve the original application.
  

  In response to this complaint, she was advised that to be reconsidered for an Elastic line of credit account,
  she must submit a new application; however, she declined this option. Additionally, her interaction with
  customer service was reviewed and coaching was provided to the agent that assisted her.
  

  Should she have any additional questions or concerns regarding the application or verification process,
  she may contact our Customer Support Team by phone at ***** ********.
  Sincerely,
  Compliance Department
  Republic Bank and Trust Company

  Business Response

  Date: 09/03/2024

  September 3, 2024
  
  
  Better Business Bureau
  ATTN: ***** ********
  1 E. 4th , Ste. 600
  Cincinnati, OH 45202
  
  
  RE: BBB Complaint ID ********; **** *********
  
  
  *** ********
  
  We are in receipt of the above-referenced complaint filed by **** ********* and appreciate the
  opportunity to respond. As we understand it, her concerns are regarding a declined application for an
  Elastic line of credit, and her experience with Elastic customer service.
  
  Elastic is a revolving line of credit product offered by ******** **** * ***** ******* (“********
  ****”). According to our records, we received and initially approved her application for an Elastic line
  of credit on August 12, 2024. During the application process, she was presented with a disclosure titled
  “Credit Report Authorization” that explained by clicking “CONTINUE” she was providing her written
  instruction to ******** **** to access her credit report from one or more of the consumer reporting
  agencies. This disclosure also explained that when responding to an active firm offer of credit, a hard
  inquiry will be placed on her credit report when she was approved and accepted an Elastic line of credit.
  
  Our records indicate that her application was initially approved, but additional verification was required
  to make a final decision on her application. On August 12, 2024, an email was sent the following business
  day requesting verification documents (e.g., most recent 30-day bank statement (all pages) showing the
  account number, name, and address and a copy of a valid driver’s license or valid state issued
  identification card).
  
  Upon receipt of this complaint, a member of our Executive Customer Management Team called ***
  ********* on August 28, 2024 to better understand her complaint as limited information was provided
  regarding the specifics of her concerns. During this call, she was advised of the aforementioned
  information. Unfortunately, *** ********* had not seen the email notification from August 12, 2024;
  however, at that time, the application had already expired because the requested documentation has not
  been received. As her application has expired, we are unable to approve the original application.
  
  In response to this complaint, she was advised that to be reconsidered for an Elastic line of credit account,
  she must submit a new application; however, she declined this option. Additionally, her interaction with
  customer service was reviewed and coaching was provided to the agent that assisted her.
  
  Should she have any additional questions or concerns regarding the application or verification process,
  she may contact our Customer Support Team by phone at ###-###-####.
  
  Sincerely,
  
  Compliance Department
  ******** **** *** ***** *******
  
  
  

• Initial Complaint

  Date:07/29/2024

  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 have been receiving solicitation mail from this company and have returned any and all correspondence as "refused > return to sender"; however, the company continues to reach out and has not taken me off of their contact list. I have already contacted the FTC and I am subscribed to DMA Choice's "do not contact" list. I want this business to cease and desist any contact with me.

  Business Response

  Date: 08/09/2024

  August 8, 2024
  
  
  Better Business Bureau
  ATTN: ***** ********
  1 E. 4th, Ste. 600
  Cincinnati, OH 45202
  
  
  RE: BBB Complaint No. ********; ********** *********
  
  
  Ms. Stanford,
  
  We are in receipt of the above-referenced complaint and appreciate the opportunity to respond. We
  understand that *** ********* is concerned about receiving unwanted direct mail marketing for a
  Republic Bank financial product.
  
  Upon receipt of this request, we have removed her name and address from our direct mail marketing list.
  Please understand that this may take up to 60 days to be effective, as we are not able to stop mail that has
  already been sent for processing.
  
  Should *** ********* have any questions or concerns during the interim, she may contact our Customer
  Experience Manager by phone at ###-###-####.
  
  Sincerely,
  
  Compliance Department
  Republic Bank and Trust Company