Complaints
Customer Complaints Summary
- 63 total complaints in the last 3 years.
- 23 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:08/05/2024
Type: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 took a loan for $300, signed paperwork that I never received a copy of nor can be found on my account, with the agreement that I would repay a total of $1259.88. I have paid a total of $2940.97. They are continuing to take money from my account. I would like a return deposit of my overpayments and I would like for this business to be reviewed contractually.
Business Response
Date: 08/15/2024
August 7, 2024
CFPB Complaint
RE: *************************
Complaint ID#********
To Whom It may ****************** are in receipt of a complaint filed with your office on or about August 5, 2024, by ************** regarding her loan with Essential Lending d/b/a Wise Loan (Company). We appreciate the opportunity to respond to her concerns.
We have reviewed Ms. ****** loan, and the reason for her increased balance was due to the number of missed contractual payments, late fees/interest she had accrued on her loan. The Company has issued a refund to ************** in the amount of $705.72.
The Company has closed Ms. ****** loan, and will update the Credit Bureaus to show as Paid in Full. If ************** has any additional questions we encourage her to contact ************************* at ************ or by email at ****************************************.
We hope this satisfies her concern and we will consider this matter closed.
Sincerely,
Essential Lending
ComplianceCustomer Answer
Date: 08/15/2024
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,
*************************Initial Complaint
Date:06/10/2024
Type: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 pay every week can not get a hold of them. I am unable to see my account have no clue where the money is going the amount owed has been the same for weeks and months. I call and call to no avail. They are ripping me off. I need something done pleaseBusiness Response
Date: 06/13/2024
June 12, 2024
BBB Complaint
RE: Complaint ID# ********
***************************************
To Whom it May ****************** are in receipt of a complaint filed with your office on or about June 10, 2024, by ************************ regarding her loan with Essential Lending d/b/a Wise Loan (Company). We appreciate the opportunity to respond to her concerns.
Our records show that our office has been in contact with ************************ regarding her loan. We are attempting to work with ************************ to resolve her concerns. It is always our goal to work with our customers to resolve their concerns. We are waiting to hear back from her regarding our offer to bring her loan current. The Company is unable to close her loan as there is still a balance due.
We encourage ************************ to continue to communicate with our office to resolve her account as the Company is willing to work with her.
Sincerely,
Essential Lending d/b/a Wise Loan
ComplianceInitial Complaint
Date:05/20/2024
Type: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.
An account was opened under my name on 1/3/2024 for ****** and is now showing ******* past due and I never applied for a loan through this company, I have called the number on my credit report, the first call someone named **** didnt want to give me any information except that I owed money, the second call I made the man sent me an email to file a complaint with the government, they said they refuse to give me any information on the loan, cant give me the actual name of the bank or even what state it went too,Business Response
Date: 05/23/2024
May 22, 2024
BBB Complaint
RE: Complaint ID of ********
***************************
To Whom it May ****************** are in receipt of a complaint filed with your office on or about May 20, 2024, by ****************** regarding a possible fraudulent loan with Essential Lending d/b/a Wise Loan (Company). We appreciate the opportunity to respond to his concerns. We are sorry to hear that ****************** maybe a victim of Identity Theft. Be advised, the Company takes fraud very seriously and complies with the **** Red Flags Rules Identity ***************************** funded a loan for *************************** in January 2024, in the amount of $420.00. The Company had contact with ****************** on April 12, 2024, at which time he stated he did not apply for the loan, this was the first we were made aware of a possible fraud. ****************** also stated that he was going to file a police report and requested information regarding the loan, i.e., banking information, loan number, etc. which the Company was unable to provide due to privacy and unable to verify information.
On April 23, 2024, a fraud affidavit was sent to ***************** to complete and return so the Company can process his claim, which includes updating the Credit Bureau. The loan has been placed in a hold status pending receipt of the completed fraud affidavit and/or a police report.
We encourage ****************** to contact our office if he has any questions. We are attaching another fraud affidavit for his convenience.
Sincerely
Essential Lending d/b/a Wise Loan
ComplianceInitial Complaint
Date:04/29/2024
Type: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.
Received loan for $300, paid back off in 2 days after receiving loan in amount of $393.47. Loan contract stated: You may cancel this contract, without any penalty or obligation, within three days after the date the contract is signed. If you cancel, ANY PAYMENT MADE BY YOU under this contract will be returned within 10 days after the date of receipt by the credit services organization of your cancellation notice. Which is $93.47. I signed contract 04/16/2024 4:48 PM. Received Loan on 4/17/2024 am, Paid loan off 4/19/2024 11:07am. Not a full three days. Says To cancel this contract, mail or deliver a signed dated copy of this cancellation notice, or other written notice, to: Essential Lending, Inc. (***), attention General Counsel, ******************************************************* not later than midnight 12:00:00 AM 4/20/2024. I mailed and sent email. I talk to Rep, she said it should have been paid off on 04/18/2024 which makes no since. we spoke on 4/25/2024 around 1pm. I have Signed dated contract and receipt of pay offBusiness Response
Date: 04/29/2024
April 29, 2024
RE: Complaint ID# ********
***************************
To Whom it May ****************** are in receipt of a complaint filed with your office on or about April 25, 2024, by **************** 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 **************** was approved and funded for a loan on April 17, 2024, in the amount of $300.00. We do show that **************** signed his agreement on April 16, 2024, as he stated in his complaint. His last day to cancel his loan would have been on April 18, 2024, which would have been the third day.
In addition, **************** was provided with a copy of his loan agreement that outlines the Truth in Lending Disclosures along with the Terms and Conditions of the loan. The Cancellation notice in his agreement states the following:
CANCELLATION: If you repay us the entire Amount Financed in connection with a cancellation of the Credit Services Agreement within three days after the Credit Services Agreement is electronically signed by you, you will not be required to pay any interest to us or the *** fee to the ***, and we will refund or credit to you any interest we receive.
Our records do not show that **************** notified the Company to cancel his loan within the cancellation period listed above. We show that he made a payment for the principle and interest that was due to pay off his loan on April 19, 2024.
In an effort to resolve Mr. ******* concerns and to clear up any confusion, the Company will refund **************** the amount of $93.47 that he paid in addition to the principle amount he borrowed of $300.00.
We will consider this matter as closed. If **************** has any further questions he can contact our office.
Sincerely,
Essential Lending d/b/a Wise Loan
ComplianceInitial Complaint
Date:04/23/2024
Type: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 approved for a loan (04/21/2024) and had entered in all of my personal information to receive said loan deposited straight into my account. I never received any email stating my account was under review nor was there any indication of this on the website. Yesterday (04/22/2024) I tried calling several times to see if my loan was approved because of NEVER receiving any sort of confirmation and I never got a response despite requesting a call back as well as sending a few emails well during business hours. Only today (04/23/2024) after waiting for a long time and actually having to call twice and having to verify AGAIN on a recorded line ALL of my personal information did I find out I was denied the loan. I never received any notice if these things at all. I will NEVER attempt a loan with them again with the lack of professionalism. My information does not feel safe at all and lack of transparency was ridiculous.Business Response
Date: 04/25/2024
BBB Complaint
RE: Complaint ID #********
*****************************
To Whom it May ****************** are in receipt of a complaint filed with your office on or about April 23, 2024, by ************** regarding a loan application with Essential Lending d/b/a Wise Loan (Company).
We appreciate the opportunity to respond to her concerns.
Our records show that ************** applied for a loan on April 22, 2024, however, when the application was processed through our underwriting department the loan was not approved. ************** was sent a Notice of Adverse Action regarding the denial of her loan.
In addition, we spoke with ************** on April 23,2024,and explained the reason for the denial. We will consider this matter as closed.
Sincerely,
Essential Lending d/b/a Wise Loan
ComplianceInitial Complaint
Date:04/22/2024
Type: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 let someone get a loan of 420 with my name and my social security number now they are asking for 1250. How could they allow this online without a copy of my drivers liscense but they used my credit and social security. Now my credit has dropped i cannot repair my house anything because of these people. I am going to lawyer and **** be taking them to court for the pain and suffering they have caused me and my family.Business Response
Date: 04/23/2024
April 22, 2024
BBB Complaint
RE: Complaint ID#********
***************************
To Whom it May ****************** are in receipt of a complaint filed with your office on or about April 22, 2024, by **************** regarding a fraudulent loan with Essential Lending d/b/a Wise Loan (Company). We appreciate the opportunity to respond to his complaint. We are sorry to hear that **************** is a victim of Identity Theft. Be advised, the Company takes fraud very seriously and complies with the **** Red Flags Rules Identity Theft Act.
Upon receipt of **************** Complaint and Identity Theft Claim documents, the Company processed his fraud claim. The loan has been closed as fraud, the Company has also updated their database to show fraud and Do Not Lend. The ************* will be updated as well.
We will consider this matter as satisfied. In addition, we reached out to **************** to advise him of the steps the Company has taken prior to responding to the BBB.
Sincerely,
Essential Lending d/b/a Wise Loan
ComplianceInitial Complaint
Date:04/15/2024
Type: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.
Last year my identity was stolen I didnt diacover this until mid febuary and this wise loan has appeared on my credit. I have been trying to contact them. I filed a police report. I did not take out this loan. I want it removed from my credit. It says on credit report 3 payments have been made out of my accounts. I want my money back as well.Business Response
Date: 04/17/2024
April 16, 2024
BBB Complaint
RE: Complaint ID ********
*****************************
To Whom it May ****************** are in receipt of a complaint filed with your office on or about April 15, 2024, by **************** 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 a loan was funded for **************** in December 2023, in the amount of $112.00. At that time **************** was provided with a copy of his loan agreement which outlined the Truth in Lending disclosures along with the Terms and Conditions and payment schedule.
The Company has made several attempts to contact *************** to discuss repayment on his loan as the Company has not received any payments to date. Our records also show that on March 18, 2024, **************** spoke with a representative requesting to settle his account, however, the call was disconnected and there was not a resolution. On March 19, 2024, **************** filed a refusal to pay online, requesting a settlement.
It is always our goal to work with our customers for an amicable resolution. We encourage **************** to contact ***************************** by email at **************************************** to discuss repayment on his loan and/or possible settlement. We look forward to hearing from him and assisting him on a resolution for repayment.
Sincerely,
Essential Lending d/b/a Wise Loan
ComplianceInitial Complaint
Date:04/15/2024
Type: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.
It appears someone took out a loan for $650 under my name or social or however they work but it was not me. I found out as my credit score dropped. I called on 4/11/24 and informed the guy who answered what I was calling in regard to and he hung up on me before I was able to complete my explanation. He answered on the first ring the first time but every time I called after that I was put on an extended hold and would finally hang up. I called several times to resolve the issue on 4/11/24. It is on my credit for delinquency but it was not me and they refuse to communicate with me. I would like to know if it was supposedly me where was the money deposited. The only thing I have from them is based on my credit report. So nothing to attachBusiness Response
Date: 04/23/2024
April 16, 2024
BBB Complaint
RE: Complaint ID#********
Clovessa *********
To Whom it May ****************** are In receipt of a complaint filed with your office on or about April 15, 2024, by ********************** regarding a possible fraudulent loan with Essential Lending d/b/a Wise Loan (Company). We appreciate the opportunity to respond. Be advised, the Company takes fraud very seriously and complies with the **** Red Flags Rules Identity Theft Act.
The Company is sorry to hear that ********************** maybe a victim of Identity Theft.
Our records show that a loan was funded for ********************** in October 2023, for $650.00. We have made several attempts to reach the customer regarding payment on the loan, however, have been unsuccessful. ********************** mentioned in her complaint that she attempted to contact our office to report the fraud on April 11, 2024.We are unable to research this as the phone number listed in her complaint is not a valid phone number, it is missing a digit. However, we did run a search on the phone number listed on the application and did not show any inbound calls from that number ************. If ********************** provides us a correct phone number we will be glad to search our database for her inbound call(s) on April 11, 2024, and provide her a response.
We have attached a fraud affidavit for ********************** to complete and email back to us. The loan has been moved to a fraud status, once we receive the completed affidavit we will process her claim and provide an update to the Credit Bureau.
If ********************** has any questions she can contact ************************* by email at ****************************************. We look forward to hearing from her.
Sincerely,
Essential Lending d/b/a Wise Loan
Compliance DepartmentInitial Complaint
Date:03/26/2024
Type: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.
On 3/18/24 I received an email from wise loan stating money was being sent to an account. I never contacted them inquiring on a loan and no inquiries were ever ran on my credit to open a loan. I contacted them and sent in a identity theft form from social security, along with providing them a police report incident number I filed on 3/21/24. I filed a police report with ************************* in *****. The Police report number is *******. They have yet to get back with me on investigating the identity theft to close the account of the loan in my name. They are sending me emails about a payment coming due. However, I have never opened a loan, received any money for a loan, was never contacted before a loan was opened in my name, and no inquiries were ever ran on any credit reports from the 3 credit bureaus. I need this account closed out of my name so it does not affect my credit.Business Response
Date: 03/28/2024
March 27, 2024
BBB Complaint
RE: Complaint ID#********
***************************
To Whom it May ****************** are in receipt of a complaint filed in your office on or about March 26, 2024, by ****************** regarding a fraudulent loan with Essential Lending d/b/a Wise Loan (Company). We appreciate the opportunity to respond to his concerns. Be advised,the Company takes fraud very seriously and has processes in place to comply with the Red Flags Rule (Identity Theft) and Fair Credit Reporting (FCRA).
Our records show that the Company had contact with ***************** on March 18, 2024, at which time he advised us of the fraud. At this time, we explained our fraud process and requested a completed fraud affidavit so we could process his claim. *********** was able to reverse the transaction and recover the loan proceeds.
Mr. ******** fraud claim has been processed, the loan is closed, we have placed his information on our do not lend list and updated the ************* as applicable for fraud.
We encourage ****************** to review his credit to make sure there is not any other fraudulent activity on his credit report. We are sorry to hear that ****************** is a victim of identity theft. If ****************** has any questions he can contact our office.
Sincerely
Essential Lending d/b/a Wise Loan
ComplianceCustomer Answer
Date: 03/28/2024
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,
***************************Initial Complaint
Date:03/21/2024
Type: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.
today 3/20/2024 i received an email that a loan was approved but i never applied for anything. I tried reaching out to the office but they never answered. I DID NOT APPLY FOR A LOAN AND DO NOT NEED ONE>Business Response
Date: 03/22/2024
March 21, 2024
BBB Complaint
REL Complaint **********
*********************************
To Whom it May ****************** are in receipt of a complaint received from your office on or about March 21, 2024, by ******************** regarding a loan application with Essential Lending d/b/a Wise Loan (Company). We appreciate the opportunity to respond to his concerns.
Our records show that we received an application for *******************, however the application was not approved when processed through our underwriting.******************** was sent a Notice of Adverse Action (NOAA). In addition, the Company does show an incoming call from ******************** however, the call was disconnected
When the application for ******************** was processed an inquiry was made to his credit, however this is considered as a soft inquiry and can only be viewed by the customer. We recommend ******************** reach out to the *********************** to check his credit and to ensure he is not a victim of any other Fraud/Identity Theft.
If ******************** would like to contact the ************* directly to advise of the fraud activity, their information is listed below:
**************************************************
Toll free #************
If ******************** has any further questions, he can contact our office. The Company has taken steps internally to place ********************** information on the do not lend list.
Sincerely,
Essential Lending d/b/a Wise Loan
Compliance
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