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:08/04/2025

  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.

  I applied for the loan on August 31st, 2025. The paperwork stated I was supposed to receive my funds on August 1st. I still haven't received my funds. I have been calling and nothing. I even emailed them. According to the paperwork I am suppose to start paying on August 24th. I have been trying to work with them but nothing. It is August 2nd and still nothing.

  

  Business Response

  Date: 08/08/2025

  August 7, 2025
  
  
  
  RE:        Compliant ID#********
                 ********* ****
  
  
  To Whom it May Concern:
  
  We are in receipt of a complaint filed with your office on or about August 4, 2025, by Ms. **** regarding a loan with Essential Lending d/b/a Wise Loan (Company).  We appreciate the opportunity to respond to her concerns.
  
  Our records show the Company attempted to contact ******* on August 1, 2025, to discuss her loan, however, our attempt was unsuccessful, and we were unable to leave a voice mail.  The Company did communicate with Ms. **** via email and was able to complete her loan process.  Ms. ***** loan was funded on August 4, 2025.
  
  We appreciate Ms. ***** continued business and encourage her to reach out if she has any additional questions regarding her loan.  We apologize for any confusion or misunderstanding she may have experienced, that is never our intent.
  
  Sincerely,
  
  
  Essential Lending d/b/a Wise Loan
  Compliance

• Initial Complaint

  Date:07/29/2025

  Type:Customer Service 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 reached out numerous times to wise loan trying to find out if my account was sold to collections and if so to whom and have gotten no response . I have emailed them as well . I am receiving numerous nasty phone calls from people saying they are trying to collect on behalf of Wise Loans . They call family members , ex-wife from 20 years ago , etc .

  

  Business Response

  Date: 08/05/2025

  August 4, 2025
  
  
  
  RE:        Complaint ID#********
                 *** **********
  
  
  To Whom it May Concern:
  
  We are in receipt of a complaint filed with your office on or about July 29, 2025, by Mr. ********** regarding his loan with Essential Lending d/b/a Wise Loan (Company). We appreciate the opportunity to respond to his concerns.
  
  Our records show that due to payments not being made in accordance with the terms of the loan agreement and after several attempts to contact Mr. ********** to attempt to resolve his account, it was sold to ********************** (***) for collections in July 2023. 
  
  We encourage Mr. ********** to contact ***** ****** at ********************** at ************** or by email at ***********************************************************.  We have forwarded a copy of Mr. *********** complaint to Ms. ****** for her review and respond regarding the allegations in his complaint.
  
  Sincerely,
  
  
  
  Essential Lending d/b/a Wise Loan
  Compliance

  Customer Answer

  Date: 08/05/2025

  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:07/15/2025

  Type:Customer Service 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.

  Back in June, I decided to increase my loan amount. I had roughly $140 available, and so I put in for that amount. I did the bank verification, and proactively uploaded my receipt for my most recent payment, and so I waited for them to approve it. I waited almost two weeks, and by that time I decided to cancel it because I was going to be paid soon anyway. It took me two days to finally reach someone, who was then able to cancel my ************ forward to 7/12, when I decided to try again. This time, it took two days just to get the bank verification system to work through their website, and again I waited for them to approve it. Instead of waiting, I've been trying to call them to expedite my request, and after spending 20 minutes on hold, I get sent to their voicemail- that tells me their inbox is full and cannot receive any further messages, before disconnecting. I've emailed, I've requested callbacks- which you can only do while on hold, because their callback appointment schedule service doesn't work. And the times I selected the callback option on the phone, they never called me back.

  

  Business Response

  Date: 07/28/2025

  July 25, 2025
  
  
  
  RE:        Complaint ID#********
                 ****** *******
  
  
  
  To Whom it May Concern:
  
  We are in receipt of a complaint filed with your office on or about July 15, 2025, by Mr. ******* regarding an application for a loan with Essential Lending d/b/a Wise Loan (Company).  We appreciate the opportunity to respond to his concerns.
  
  Mr. ******* is a returning customer for the Company, and we appreciate his continued business.  Be advised that his request for an increase was withdrawn on July 16, 2025, per Mr. ******* request prior to the Company receiving the BBB Complaint. 
  
  It is the Companys goal to provide a timely response to their customers when they leave a message or email the Company.  The Company is reviewing the steps that were taken with Mr. ******* loan request and possible reasons that he was not responded to regarding his increase. The Company will provide coaching and/or additional training as applicable once the review is completed. We apologize for any inconvenience this may have caused him as that is never our intent.
  
  If Mr. ******* has any further questions or would like to apply for an increase we encourage him to ***** ********* at ************ or ***********************************************************************.  Again, the Company takes customer service seriously and we thank Mr. ******* for brining this to our attention and the opportunity to review and resolve any issues.
  
  Sincerely,
  
  
  
  Essential Lending d/b/a Wise Loan
  Compliance

• Initial Complaint

  Date:07/15/2025

  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 am filing a formal complaint against Wise Loan / Essential Lending ***** based in **********, *****, regarding repeated misprocessing of my loan payments and inaccurate account ************ a ********* resident, I have made timely ACH payments from my Navy ******************** account on the 3rd of each month. However, Wise Loan has: Used an incompatible EFT method in March 2025 (an eCheck), which they acknowledged in writing Posted payments to my customer dashboard a full month late despite my bank confirming on-time processing Placed my account in a collections/retention status unjustly Failed to reflect my July 3, 2025 ACH payment, even though it successfully cleared my bank These errors have persisted for several months. I submitted a formal complaint to the Consumer Financial ***************** (****) on July 7, 2025. However, the problem remains unresolved as of today.

  

  Business Response

  Date: 07/25/2025

  July 20, 2025
  
  
  
  RE:        Complaint ID# ********
                 ******* ******
  
  
  To Whom it May Concern:
  
  We are in receipt of a complaint filed with your office on or about July 15, 2025, by Mr. ****** regarding his loan with Essential Lending d/b/a Wise Loan (Company). We appreciate the opportunity to address ********** *************** We appreciate ********** continued business with the Company and our sorry to hear about his concerns.
  
  Mr. ****** mentioned in his complaint that he filed a complaint with the ****, the Company has not received a complaint from the **** filed by Mr. ******* therefore the Company has not had the opportunity to respond. Our records do show that the Company has had communication with ********* regarding his concerns and attempted to resolve his concerns, please see below;
  
  The dashboard that Mr. ****** views when he logs into the Companys portal for his loan shows all his payments, however, it may show his due dates differently than the loan agreement based on dates paid, processed, etc.
  The banking institution **************** with did not accept the original payment method set up for his loan, therefore his payment was returned. The Company has updated his payment method with the bank and payments are being processed.
  The ************* should not reflect late payments on his report
  Our records show that Mr. ****** has two more payments and his loan will be paid in full.
  
  In regard to Mr. ******* desired results please see below:
  
  1. Recognize and properly post the July 3, 2025 payment Payment was properly posted.
  2. Acknowledge the March 2025 payment as on time Payment was made and posted based on date received.
  3. Remove any unjust retentionor collections status The account is not in a collection status
  4. Confirm to me and to the credit bureaus that all payments were on time and no delinquency occurred This has been addressed, payments are reported to the ************* in accordance with the loan terms. We encourage Ms. ****** to review his credit report.
  
  We hope this information is helpful to Mr. ****** and resolves his *************** If he has any further questions, we encourage him to contact our office. We have been communicating with Mr. ******* and it is our goal to ensure his concerns are resolved.
  
  Sincerely,
  
  
  Essential Lending d/b/a Wise Loan
  Compliance

• Initial Complaint

  Date:07/15/2025

  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.

  This complaint concerns account number **************. Your report says 'Account charged off/Never late.' This is a flat-out contradiction. This information is wrong and unverifiable, violating FCRA 607(b). Plus, if this is the same debt as 'Essentia Financial Service' on Equifax, your names and balances don't match, which also makes it unverifiable. I demand you delete this account from my credit report because it's contradictory and wrong."

  

  Business Response

  Date: 07/25/2025

  July 20, 2025
  
  
  RE:        Complaint ID#********
                 ****** **********
  
  
  To Whom It May Concern:
  
  We are in receipt of a complaint filed with your office on or about July 15, 2025, by Ms. ********** regarding her loan with Essential Lending d/b/a Wise Loan (Company). We appreciate the opportunity to respond to her concerns. This is the first we are hearing of any concerns regarding her loan.
  
  Our records show that Ms. ********** was approved for a loan with the Company in April 2022, in the amount of $400.00.  However, due to payments not being made in accordance with the terms of her loan agreement, the account was sold to a third party, ********************** (***), for collections in September 2023.
  
  Be advised the updates reported to the ************* by the Company was based on the activity and history of the loan which we believe was correct at the time of reporting. However, to ensure there are not any discrepancies with the Companys reporting we are reviewing the latest reporting to the ************* and will make any update if applicable to the closing and charge off.
  
  We encourage Ms. ********** to contact ***** ****** at ********************** at 1-877-277-5571or by email at ****************************** to discuss any additional concerns she may have with her loan.  The Company has provided ********************** with a copy of the complaint Ms. ********** filed with your office for their review.
  
  We hope this information is helpful to Ms. ******************************************************************* d/b/a Wise Loan
  Compliance

• Initial Complaint

  Date:07/07/2025

  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.

  I filled out the paperwork online to take out a loan, was approved, read through the docs, signed them, and then was funded on 7/1/25. On 7/2/25 I decided I didn't want the Loan. I tried calling the customer support line. I waited on hold for about 30 minutes only to get hung up on. When trying to call back, I continued to get hung up on, except this time it was immediately after pressing option 2 which was for existing customers with questions about their account. I decided to send an email instead. I proceeded by emailing ****************************** with my cancellation request. As per my contract I have 3 business days to rescind the offer and cancel. I am well within my recession period, but I CAN'T GET ANYONE ON THE PHONE OR TO RESPOND TO ME EMAIL to move on the request. On 7/3 I decided to call back the ** number and this time act like a NEW customer and press option 3. Low and behold I was able to get an agent on line within 5 minutes. I told her my situation and was transferred to a manager. This person pulled up my account, confirmed my loan funded date, accepted the cancellation (or I was told), and told me the money would be reversed and the contract cancelled. I was supposed to get text and email confirmation. After hanging up, I received neither. Now today on 7/4, I'm getting welcome emails from WiseLoan thanking me for my new loan agreement with contract details for payment schedules. NOT a cancellation confirmation, and of course I can't get anyone on the phone. This is probably the worst online loan expels I've ever had, and I've gotten MANY loans and repaid online. I refuse to pay any fees or **O fees or anything of the sort because WiseLoan can't get their Customer Support together and allow customers the opportunity to cancel well within their rescind period. It's their fault not mine, and they will fix it or not get a ***** from me. This BBB complaint is my first step on getting a resolution. Fix it or I'm getting a lawyer. period.

  

  Business Response

  Date: 07/10/2025

  July 8, 2025
  
  
  
  RE:        BBB Complaint #********
                 ****** ******
  
  
  
  Wo Whom it May Concern:
  
  We are in receipt of a complaint filed with you office on or about July 7, 2025, by ****** ****** regarding a loan with Essential Lending d/b/a Wise Loan (Company).  We appreciate the opportunity to respond to Mr. ******* concerns.
  
  Our records show that Mr. ******* request to cancel his loan was received and is being processed per his request.  It was also explained to Mr. ****** that the Company would need to request the reversal of the deposit for the loan funds of $500.00 from his banking institution which could take from 7 - 10 business days.Once the Company receives confirmation the funds have been returned the cancellation will be finalized and we will notify ****************************** is waiting on notification from *********************** that the funds have been reversed.  In the meantime, if Mr. ****** has any questions he can reach out to our office. Mr. ****** can also contact his bank to follow up on the reversal of the deposit as well.
  
  Sincerely,
  
  
  
  Essential Lending d/b/a Wise Loan
  Compliance

• Initial Complaint

  Date:07/01/2025

  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 charged me $4,000 in fees over my original loan amount of $1200.00. This is very fraudulent. I want to make sure that no one else in the public is subject to this.

  

  Business Response

  Date: 07/10/2025

  July 8, 2025
  
  
  
  RE:        Complaint ID ********
                 **** ****
  
  
  To Whom it May Concern:
  
  We are in receipt of a complaint filed with your office on or about July 1, 2025, by Ms. **** in regard to her loan with Essential Lending d/b/a/ Wise Loan (Company). We appreciate the opportunity to respond to her concerns.
  
  Our records show that Ms. **** was approved for a loan in February 2025 in the amount of $1200.00. At this time Ms. **** was provided with a copy of her loan agreement that clearly outlines the Truth in Lending Disclosures (TILA) along with the terms and conditions of her loan and a payment schedule.  In addition, be advised the Company is a licensed lender in the state of ***** and adheres to the state laws and regulations for consumer lending. The loan is not a fraudulent.
  
  It is always the Companys goal to work with our customers when they are unable to make their scheduled payments or experiencing financial difficulties.  We encourage ******* to contact our office to discuss her loan and payment options for the balance of her loan. We appreciate Ms. ***** business and look forward to working with her to resolve her loan.
  
  Sincerely,
  
  
  
  Essential Lending d/b/a Wise Loan
  Compliance

• Initial Complaint

  Date:06/25/2025

  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 applied for a loan with Wise Loan but did not accept loan. The following day I received an email stating the funds are being sent to my account. I DID NOT hit the accept on this loan and the company opened the account and is sending $1,000 to my account which I didnt ask for. How is this legal? They sent an email that stated click on accept this loan and I never did that, yet they still opened the account. I do not want the loan or the money and want the account closed.

  

  Business Response

  Date: 07/10/2025

  July 8, 2025
  
  
  
  
  RE:        Complaint ID ********
                 ****** ******
  
  To Whom it May Concern:
  
  We are in receipt of a complaint filed with your office on or about July 5, 2025, by Ms. ****** regarding a loan with Essential Lending d/b/a Wise Loan (Company).  We appreciate the opportunity to respond to her concerns.
  
  Our records show that a loan was approved on June *******, for Ms. ****** in the amount of $1,000.00.  On June 25, 2025, Ms. ****** contacted our office to cancel the loan and stated that she had not received the loan ********. ****** also stated the debit card that was provided for the loan funds to be credited to was not her debit card and it was a possible fraud. 
  
  The Company requested Ms. ****** to complete a fraud affidavit to process her fraud claim. The Company has received the completed fraud affidavit and has processed her claim and provided an update to the ************* notifying them of the fraud.   The Company did advise Ms. ****** that is could take up to 30 days for the ************* to update the fraud status.
  
  If Ms. ****** has any questions we encourage her to contact our office.
  
  Sincerely,
  
  
  Essential Lending d/b/a Wise Loan
  Compliance

• Initial Complaint

  Date:06/10/2025

  Type:Customer Service 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.

  Very unprofessional experience. Their bank verification system is not working for my bank so I'm needing to get on a conference call with my bank for verification. I called their customer support on a Thursday and gave them my information and they said I would receive a call by the end of the day CST. Which was frustrating because I was trying to get everythinf done for same day funding as they offer it if completed by 11am.I never received a call back. I called again on Friday. They gave me the exact same "we'll have someone call you" but changed from end of the day to "ASAP". My call was made at 9am. I still hadn't heard from someone as of 5pm that Friday.I called again Saturday morning during their business hours of 7-4 CST. They once again told me that they'd have someone call my ASAP. I still hadn't heard from someone as of 4pm.On Sunday I sent an email requesting a scheduled time to complete the conference call and the support member I was emailing scheduled me for 8am CST Monday morning.I'm typing up this review as of 11am CST Monday morning and NO ONE has called me. I have called the customer support several times today and was informed someone would contact me immediately.Its taking 5 days to get anything done and I'm still waiting.

  

  Business Response

  Date: 06/20/2025

  June 11, 2025
  
  
  Re:        ***** *********
                 Complaint ID# ********
  
  
  
  To Whom it May Concern:
  
  We are in receipt of a complaint filed with your office on or about June 10, 2025, by Mr. ********* regarding his experience with customer service during his loan process with Essential Lending d/b/a Wise Loan (Company).  We appreciate the opportunity to respond to his concerns.
  
  The Company is reviewing the timeline/communications and addressing any opportunities for improvement with our customer service representatives.  It is always the Companys intent to return calls in a timely manner and within the timeline that is provided to a customer.
  
  We apologize for any misunderstanding or inconvenience this may have caused Mr. ********** as that is never our intention.  We do show that Mr. ********* did complete his loan process and his loan has been funded. 
  
  We encourage Mr. ********* to contact our office is he has any further questions regarding his loan. 
  
  Sincerely,
  
  
  Essential Lending d/b/a Wise Loan
  Compliance

• Initial Complaint

  Date:06/10/2025

  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.

  I reached out to Wiseloan on 5/16/2025 to revoke automatic payment/ACH. I received confirmation that it has been revoked and for my next payment I would need to make that payments on my own. June 6, 2025 the funds were automatically taken from my account. I sent an email in and spoke with ***** and was advised it was done by mistake and the funds would be reversed that day. It is now June 9, 2025 and the funds have not been put back into my account. I have sent emails and tried calling in which I can never speak with someone and no one calls me back. I am requesting back the funds that were taken from me AFTER I revoked the authorization.

  

  Business Response

  Date: 06/13/2025

  June 11, 2025
  
  
  Re:        ****** *****
                 Compliant ID#********
  
  To Whom It May Concern:
  
  We are in receipt of a complaint filed with your office on or about June 10, 2025, by Ms. ***** regarding her loan with Essential Lending d/b/a Wise Loan and *** cancellation. 
  
  We appreciate Ms. ***** bringing this to our attention as the Company has taken the opportunity to review the process with our representative to ensure proper steps are adhered to as the Company complies with federal regulations for *** authorization and revocation. 
  
  We apologize for any inconvenience that this may have caused as that is never our intent.  We have confirmed that the reversal has been processed, and the *** is cancelled. If Ms. ***** has any further questions regarding her loan, we encourage her to contact our office. 
  
  Sincerely,
  
  
  Essential Lending d/b/a Wise Loan
  Compliance