Complaints
This profile includes complaints for Elastic's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 31 total complaints in the last 3 years.
- 14 complaints closed in the last 12 months.
If you've experienced an issue
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:09/17/2024
Type:Billing IssuesStatus: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 CompanyInitial Complaint
Date:08/27/2024
Type:Billing IssuesStatus: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.
8/12/24Business 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 CompanyBusiness 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 IssuesStatus: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 CompanyInitial Complaint
Date:07/15/2024
Type:Billing IssuesStatus: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 set up a payment plan that elastic keeps breaking with an early payment. I paid early and had an issue. Spent hours on the phone trying to fix the issue just to turn around and experience the same thing days later. Incompetence at its finest!!!!Customer Answer
Date: 07/31/2024
I’m so tired of this S**t!!!!!! I can not get a manager on the phone. They are lying saying different things and trying to gaslight an interpretation as a fact. They broke two !!!!!! Payment agreements because I paid early!!!! After I was on the phone for an hour to and was told that it wouldn’t happen again and that I was good to go forward. The contract broke again after I paid early and automatic billing was then turned off. The managers who are the only people who can do anything never answer the phone!!!!!!! Then then called a number not on file that was over 5 years old!!!! After confirming my cell number on 3-4 different occasions I attempted to talk to a manager about. I want this account settled out. Zero fee on my end for them breaking the contract.Business Response
Date: 08/08/2024
August 8, 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. As we
understand it, *** *********** concerns are regarding his experience with establishing a payment plan on
an Elastic account.
Upon receipt of his complaint, we attempted to contact *** ********* to verify his identity as we were
unable to confirm an account in our records using the contact information provided in his complaint.
During this call, *** ********* refused to provide his contact information and, after several attempts to
deescalate the situation, the call was ultimately disconnected by our Customer Relations Associate due to
*** *********** unwavering use of abusive language.
We remain committed to answering *** *********** questions and ask that he please contact us at ###-#######
to appropriately discuss the matter. We would reiterate that identity verification is necessary to
discuss Elastic account information and abusive language will not be tolerated.
Sincerely,
Compliance Department
Republic Bank and Trust CompanyCustomer Answer
Date: 08/13/2024
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. They are liars, and I shared who I was every time during numerous screenings that include my phone number,social security number as well as my full name and date of birth. I full heartedly reject the racist and defamatory remarks that I used “abusive language”. How about we review the tapes and see what was abusive about my language! I have been upset and use profanity in general but never directed at anyone until I have been INSULTED. The common denominator is them lying constantly and trying to cover up their tracks. I even requested multiple times after to be called back and they continue to lack cohesive understanding of what’s going on internally and I have yet to hear back from anyone. They are weaponizing white fragility and victimhood on a black man and I fully reject that,as instances like these (blatant lies) have seen my ancestors killed.
Regards,
******* *********Business Response
Date: 08/28/2024
August 28, 2024
Better Business Bureau
ATTN: ***** ********
RE: BBB Complaint No. ********; ******* *********
*** ********,
We are in receipt of *** *********** rejection of our complaint response and appreciate the opportunity
to respond. As we understand it, *** *********** concerns are regarding his experience with establishing
a payment plan on an Elastic account.
Elastic is a revolving line of credit product offered by Republic Bank & Trust Company (“Republic
Bank”). On August 23, 2021, *** ********* applied and was approved for a $3,300.00 Elastic Line of
Credit. When he applied for the Elastic line of credit, he reviewed and acknowledged his acceptance of
several disclosures including the Elastic Credit Agreement and Terms and Conditions (“Agreement”), as a
condition of account opening.
On August 27, 2023, *** ********* contacted Elastic phone support and revoked his autopay. He
continued to make his contractual payments until January 2024, when his account became past due.
On February 28, 2024, an Elastic phone support associate assisted *** ********* with setting his account
up on a payment plan. The payment plan allowed him to make the agreed upon monthly payment on the
13th of each month beginning March 13, 2024. Per *** *********** request, the payment plan was set up
for automatic payments. During this call, the associate should have advised *** ********* that because
they were setting up the payment plan in conjunction with autopay (a “secure payment plan”), it was
important that he did not make additional payments prior to that automatic payment or it would cause the
payment plan to break. Due to the associate’s error, *** ********* was not aware of this key detail. We
apologize for any confusion or concern that this may have caused. His March automatic payment was
processed without issue.
On April 11, 2024, *** ********* made a manual payment prior to his April 13, 2024 payment due date.
The early payment caused the secure payment plan to break. On April 16, 2024, *** ********* was able
to connect with Elastic phone support and received an accurate explanation of what had occurred.
Additionally, a new payment plan was set up without autopay (an “unsecured payment plan”). The
associate reiterated to *** ********* that since the unsecured payment plan means it is not set up on
autopay, he would need to make the payment himself by the 13th of each month. *** *********
acknowledged understanding the details of the payment plan and that the unsecured (non-autopay) option
would allow him the flexibility of making his payments as he was able since the timing in which he
receives his unemployment funding varies. We have rereviewed all calls that *** ********* had with
Elastic phone support associates, including the call from April 16, 2024, where the second payment plan
was established. We have confirmed that he was accurately advised of the details of the payment plan,
including that he would need to make the payment each month by either calling in and setting up a
payment with an associate or by logging into his Elastic account and making the payment online.
On May 11, 2024, *** ********* made a payment that fulfilled the minimum payment due for his
payment plan. *** ********* did not make his June or July payments. As such, due to successive
nonpayment, his account charged off on July 14, 2023 with a balance of $1,061.20.
On August 14, 2024, a member of the Elastic Executive Customer Management team was able to connect
with *** ********* by phone, and upon verifiction of his identity, she explained the aforementioned
detail.
We appreciate *** ********* taking the time to provide this candid feedback about his experience.
Although we acknowledge the error made in relation to the first payment plan, our research into the
matter has confirmed that his account has been serviced in alignment with the Agreement and the
delinquency and ultimate charge off was not caused by Elastic or Republic Bank error.
While *** *********** account has been charged off, it has not yet been sold to a third-party debut buyer.
Therefore, he is still able to make payments with Elastic towards his account. Should *** *********
wish to discuss or set up payment arrangements, we ask that he please call our Account Services
department at ###-###-#### Monday – Friday, 8am – 6pm Central.
Sincerely,
Compliance Department
Republic Bank and Trust CompanyCustomer Answer
Date: 08/28/2024
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. The company is has lighting and full of liars. They think white is right and they are racially discriminating against me. They will not be open and transparent and continue to lie. Three different people gave me three different reasons as to why my account defaulted. They have defamed me and I want a full investigation into the company to pull all internal phone records regarding my account.
Regards,
******* *********Initial Complaint
Date:04/05/2024
Type:Billing IssuesStatus: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 4/5 I applied for a line of credit and received an approval. I received correspondence and 10:08 AM via email, "Congratulations. You've been approved for $2,500 with Elastic. Before you can request a cash advance, you must activate your account." I activated my account. Received correspondence via email at 10:09 AM, "Your Elastic account is open and active with a credit limit of $2,500." Received another email correspondence at 10:09 AM "Required Notice: To the spouse of ****** *********: *********** marital property law requires us to notify you that we have extended credit to your spouse." I then received an email at 3:29 PM, "After carefully reviewing your application, we are sorry to advise you that we cannot grant a line of credit to you at this time." Is it legal to provide written approval, required disclosures, and then deny the application after it was already approved? I don't believe it is.Business Response
Date: 04/12/2024
April 12, 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. As we
understand it, *** ********* is upset that his Elastic application was declined after he was initially
approved pending verification.
Elastic is a revolving line of credit product offered by ******** **** * ***** ******* (“********
Bank”). We want to assure *** ********* that ******** Bank complies with all applicable state and
federal laws, including those pertaining to underwriting and application decisioning.
According to our records, we received and initially approved *** *********** application for an Elastic
line of credit account on April 5, 2024, and before the application was approved, we requested that he
verify his bank account information by logging into his ***** checking account with our verification
partner, ********. *** ********* completed this process, the application was approved, and a Credit Limit
of $2,500.00 was assigned. Though this application was initially approved, it was selected for additional
verification, and during this process we discovered that his checking account had a negative balance. Our
established underwriting criteria dictates that an application may be declined if the checking account is
not in good standing, and as a result the application was declined. A Notice of Adverse Action was sent to
you that same day, April 5, 2024, notifying *** ********* that his application had been denied for the
reason “Unable to verify application information.”
Should *** ********* have any additional questions or concerns, he may contact our Customer Support
team by phone at ###-###-####.
Sincerely,
Compliance Department
******** **** *** ***** *******Customer Answer
Date: 04/12/2024
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.The business stated that I was approved, sent required disclosures, opened my account, and then selected for additional underwriting/verification. I do not believe it is legal to approve a loan, send disclosures, and then later retract said approval and disclosures based on non-new information that was already available to the bank when they made their approval decision.
Regards,
****** *********
Business Response
Date: 04/22/2024
April 22, 2024
Better Business Bureau
ATTN: ***** ********
1 E. 4th, Ste. 600
Cincinnati, OH 45202
RE: BBB Complaint No. ********; ****** *********
Dear *** ********,
We are in receipt of *** *********** rejection of our complaint response and appreciate the opportunity to
respond. In *** *********** comments, he states that he does not believe that it is legal for ******** Bank
& Trust Company (“******** Bank”) to approve his application for an Elastic line of credit account and
then later rescind the approval for non-new information.
As we explained in our previous response to *** *********, ******** Bank complied with all applicable
state and federal laws, including those pertaining to underwriting and application decisioning.
As mentioned, our records indicate that *** *********** application was initially approved on April 5,
2024, but additional verification was required to make a final decision on his application. During this
process, we reviewed the information received from his ***** checking account and found that his
account had a negative balance. Our established underwriting criteria dictates that an application will be
declined if the checking account is not in good standing, and therefore, *** *********** application was
declined. A Notice of Adverse Action (NOAA) was sent to him that same day, notifying him that his
application had been denied for the reason “Unable to verify application information”.
Please note that, *** ********* received several disclosures informing him of the conditions of his
application’s verification and approval. During the application process, the website clearly disclosed in
bold print that the line of credit was approved for X amount “pending the verification of your application
information.” Additionally, when *** ********* verified his bank account information with ********, we
disclosed that Elastic may use this information to reach a decision on his application. Furthermore, the
section of the Elastic Disclosures titled “Application certification and verification”, that are made publicly
available on our website (****************), explain that ******** Bank reserves the
right to withhold funding of a line of credit at any time prior to disbursement so that ******** Bank may
verify any information provided.
We hope that his addresses *** *********** concerns. Should he have any additional questions or
concerns, he may contact our Customer Support team by phone at ###-###-####.
Sincerely,
Compliance Department
******** **** *** ***** *******Initial Complaint
Date:03/13/2024
Type:Service or Repair IssuesStatus: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 $3,500 line of credit. I intend to use it to keep improving my personal credit. I requested my first cash advance same day as approval. I connected my new bank account and got another confirmation email. I was told the money would be in my account by the next business day. Then randomly I got an email saying that my information couldn’t be verified and that I was denied. I linked my bank account information which I regret now because clearly this company will just say your approved to get your info then tell you cash is on the way but it’s a lie. I called customer support but the support line isn’t a support line at all. There’s no way to talk to anybody, it just tells you your account information. The automated voice just told me my line of credit was 0 then hung up. This is the worst excuse for customer service I’ve ever experienced. I intended to use this line of credit to pap unexpected legal fees and boost my credit with the payments. I’m extremely upset with the fact that I was lied to, told my application was approved, told funds were being deposited then told the opposite and having no one to answer my questions as to why.Business Response
Date: 03/20/2024
March 20, 2024
Better Business Bureau
1 E. 4th St, Suite 600
Cincinnati, OH 45202
RE: BBB Case No. ********; **** ******
To Whom It May Concern,
We are in receipt of the above referenced complaint and appreciate the opportunity to respond. As we
understand his complaint, *** ****** is upset that his application was initially approved, then declined.
According to our records, we received and initially approved *** ******** application for an Elastic line
of credit account on March 13, 2024, submitted via www.elastic.com. However, prior to funding, his
application was selected for additional verification.
A minimum requirement for an Elastic line of credit account is that the applicant has an active checking
account in good standing. During the application process, *** ****** was given the opportunity to
connect his checking account through ********, a third-party service. At that time, we disclosed that the
checking account information will be used as part of our identity verification and credit underwriting
process, and we may use this information to reach a decision on his Elastic application. After reviewing
the checking account information received, we were unable to move forward with the approval.
Please understand that we reserve the right to withhold funding until we complete the additional
verification - this is disclosed on the Elastic website, here: www.elastic.com/disclosures, and during the
cash advance process. We are not aware of any phone system issues occurring on or around March 13,
2024, that would have prevented *** ****** from transferring to a live agent for assistance.
We appreciate *** ******** feedback regarding his application experience and will continue to
investigate further. Should *** ******* have additional questions, or he wishes to discuss this matter
further, he may call our Customer Support team at ###-###-####.
Sincerely,
Compliance Department
Republic Bank and Trust CompanyBusiness Response
Date: 03/28/2024
March 25, 2024
Better Business Bureau
1 E. 4th St, Suite 600
Cincinnati, OH 45202
RE: BBB Case No. ********; **** ******
*** ********,
We are in receipt of your additional questions regarding the above-referenced complaint, and we
appreciate the opportunity to explain further.
1. In your response to the consumer, you indicate that: "After reviewing the checking account
information received, we were unable to move forward with the approval." What
information caused the application to be denied? Was it active and in good standing?
a. Although the checking account was found to be active and in good standing, *** ********
application was flagged (outside of the credit scoring model and after credit approval) for
additional fraud review because checking account activity had several high-risk factors.
Specifically, the checking account had less than 10 completed transactions, all of which
were small transfers to himself. The decline reason provided to the customer
corresponded with the Bank’s fraud concerns identified during the attempt to verify
application information.
Additionally, as part ongoing conversations with the FDIC Examination team, the Bank
is in the process of performing a review of its decline reasons to ensure appropriate
specificity. When the reasons for decline are related to suspected fraud, we are working
to ensure the appropriate level of specificity related to the fraud risk posed.
Please let us know if you need anything else as you review this matter.
Sincerely,
Kyle J*****
Compliance Manager
************************Business Response
Date: 03/30/2024
March 25, 2024
Better Business Bureau
1 E. 4th St, Suite 600
Cincinnati, OH 45202
RE: BBB Case No. ********; **** ******
*** ********,
We are in receipt of your additional questions regarding the above-referenced complaint, and we
appreciate the opportunity to explain further.
1. In your response to the consumer, you indicate that: "After reviewing the checking account
information received, we were unable to move forward with the approval." What
information caused the application to be denied? Was it active and in good standing?
a. Although the checking account was found to be active and in good standing, *** ********
application was flagged (outside of the credit scoring model and after credit approval) for
additional fraud review because checking account activity had several high-risk factors.
Specifically, the checking account had less than 10 completed transactions, all of which
were small transfers to himself. The decline reason provided to the customer
corresponded with the Bank’s fraud concerns identified during the attempt to verify
application information.
Additionally, as part ongoing conversations with the FDIC Examination team, the Bank
is in the process of performing a review of its decline reasons to ensure appropriate
specificity. When the reasons for decline are related to suspected fraud, we are working
to ensure the appropriate level of specificity related to the fraud risk posed.
Please let us know if you need anything else as you review this matter.
Sincerely,
Kyle J*****
Compliance Manager
************************Initial Complaint
Date:03/02/2024
Type:Billing IssuesStatus: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 been trying to contact this bank in regard to a inquiry that I have in my credit report from this bank and I never did any application with this bank and anyone else since i am in the process to buy a home. I CANNOT TOUCH MY CREDIT. I will report it with my lawyers, with BBB, with **********, ******* and ********. I need that inquiry to be REMOVED from my credit right away since I did not apply for anything.Business Response
Date: 03/08/2024
March 8, 2024
Better Business Bureau
ATTN: ***** ********
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 an inquiry from Elastic on his credit report, though
he states he has not submitted an application.
Elastic is a revolving line of credit product offered by ******** **** * ***** *******. Upon receipt of
this complaint, we reviewed our records confirmed that we have no record of an application or Elastic
account in *** *********** name. However, he was included in our January marketing campaign, which
would have resulted in a soft inquiry being placed on his credit report.
We want to assure *** ********* that soft inquiries do not impact his credit score. Under the Fair Credit
Reporting Act (FCRA), the Consumer Credit Reporting Companies are permitted to include consumers’
names on lists used by creditors to make firm offers of credit that are not initiated by the consumer. The
FCRA also provides consumers the right to "opt-out", which prevents Consumer Credit Reporting
Companies from providing their credit file information for this purpose. The soft inquiry allows the
consumer to know which companies have accessed their credit profile for pre-screening. *** *********
may access additional information regarding this process at www.optoutprescreen.com.
Should *** *********** records indicate that anything other than a soft inquiry was placed on his credit
report by Elastic, we ask that he please contact our Credit Disputes team by email, at
********************, and include any related documentation.
Sincerely,
Compliance Department
Republic Bank and Trust CompanyInitial Complaint
Date:12/22/2023
Type:Billing IssuesStatus: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 just received notification that because I have utilized $66.50 cash advances that this company is terminating them due to being past due on said account. I am a disabled veteran and my payments come out to them every two weeks. My payment was on 12/15/2023 and social security benefits were paid on 12/20/2023 so my payment was returned. I forgot to call to let company know so they ran credit report and stated because I have no real estate, high credit balances that this is why they are terminating these small cash advances. I am NEVER late and now have no access to the HOME page to see my actual balance on this account.
I reviewed my credit report and found ******** **** *** ***** is NOT reporting my account to all three credit bureaus which would help my credit score as I am CURRENT on my loan.
The cash advances of $66.50 that I have had to take out in this economy is so I am able to attend Veterans Affairs appointments and buy gas or heaven forbid eat in between receiving my VA benefits and Social Security benefits.
I am requesting assistance in being able to see my account when I go online and also for this company to report my on time payments to all three credit bureaus effective immediately.
Thank you for your assistance.
** *******Business Response
Date: 12/27/2023
December 27, 2023
Better Business Bureau
ATTN: ***** ********
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, *** ********* concerns are regarding a recent notice she received informing her of
temporary suspense of cash advance requests.
Elastic is a revolving line of credit product offered by ******** **** * ***** *******, Member FDIC
(“******** ****”). According to our records, a statement was sent to *** ******* on December 01,
2023, explaining that a Required Payment of $126.33 was due on December 15, 2023. *** ******* made
this payment, however, on December 20, 2023 her bank returned the payment due to insufficient funds,
bringing her Elastic account past due. At that time, her account activity and history was carefully
reviewed, along with credit bureau information, and on December 21, 2023 *** ******* was sent a
notice informing her that her access to request additional Cash Advances was temporarily suspended.
This notice further advised that her access would be reinstated once the account has been kept in good
standing for 60 consecutive days. On December 22, 2023, she made a successful payment which brought
the account current.
We would also like to clarify that ******** **** reports account activity and history to Clarity; however,
we have not reported to any the major credit bureaus.
Our records indicate that *** ******* has been able to successfully login to her Elastic account since
filing this complaint. On December 22, 2023 and December 27, 2023, we attempted to call *** *******
to ensure that she was able to successfully login to her account; however, we have been unable to speak
with her and voicemails were left. If *** ******* has any questions regarding this matter, we ask that
she please call Elastic’s Customer Support team for assistance. Customer Support can be reached by
phone at ###-###-####.
Sincerely,
Compliance Department
******** **** *** ***** *******Initial Complaint
Date:12/03/2023
Type:Billing IssuesStatus: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 use the elastic line of credit. Have been a current customer for over 2 years and the last 2 payments have been not taken from the bank,because something within Elastic's system does not do the auto pay correctly. When I log into my account it tells me that auto pay is enabled and that the payment will be taken from my bank. For the last 2 payments,and they require payments every 2 weeks the payment has not been taken and now I am being penalized and I'm not able to draw on the account because their system did not take the payment. I have called and spoken to several representatives who have assured me that the payment would be taken out and now this is the second time as of 12-1. That the payment did not get taken out.Business Response
Date: 12/11/2023
Please see the attached response.Initial Complaint
Date:11/17/2023
Type:Billing IssuesStatus: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 went online to elastic, and it said that if you just tried getting preapproval, it would be a soft credit pull. Boy was I wrong. They’ve been pulling my credit every single day since I tried getting a preapproval. I’ve even tried contacting them through email, phone, and I sent a letter on November 18. (Tracking #: **********************). Ridiculous that a business won’t respond to a consumer.Business Response
Date: 11/27/2023
November 27, 2023
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. As we
understand it, *** ******* concerns are regarding credit reporting.
Elastic is a revolving line of credit product offered by ******** Bank & Trust Company (“********
Bank”). According to our records, we received and approved *** ******* application for an Elastic line
of credit account on November 14, 2023. 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 ******** Bank to access her credit report from one or more consumer
reporting agencies. This disclosure explained that when responding to an active firm offer of credit, a hard
inquiry would be placed on her credit report when she was approved for and accepted an Elastic line of
credit. According to our records, we have only made one inquiry, if *** ***** has documentation
supporting her claim that we have made multiple hard inquiries, we ask that she please submit that to
******************** so that we may investigate further.
We appreciate *** ***** mailing images of her email and phone experience to us. We have taken the
opportunity to review her experience and are still researching the matter.
Should *** ***** have additional questions or concerns regarding her Elastic account, she may contact
our Customer Support team by phone at ###-###-####.
Sincerely,
Compliance Department
******** Bank and Trust CompanyCustomer Answer
Date: 11/27/2023
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.they have yet to respond to any of my communications, and there was nothing that said continue with a credit authorization
Regards,
****** *****
Customer Answer
Date: 11/28/2023
There was no documentation, it was literally just on the website when you go to get preapproved. It says that it is a soft pull not a hard inquiry. I’m sending in a screenshot that shows it says it will not affect your creditBusiness Response
Date: 12/07/2023
December 7, 2023
Better Business Bureau
ATTN: ***** ********
1 E. 4th, Ste. 600
Cincinnati, OH 45202
RE: BBB Complaint No. ********; ****** *****
*** ********,
Thank you for forwarding the additional correspondence regarding *** ******* concerns. We appreciated
the opportunity to clarify his concerns.
Elastic is a revolving line of credit product offered by ******** Bank & Trust Company (“********
Bank”). According to our records, we received and approved *** ******* application for an Elastic line
of credit account on November 14, 2023. 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 ******** Bank to access her credit report from one or more consumer
reporting agencies. This disclosure explained that when responding to an active firm offer of credit, a hard
inquiry would be placed on her credit report when she was approved for and accepted an Elastic line of
credit.
On December 5 and 6, 2023, our customer Experience Manager, Cassie J*****, spoke with *** ***** by
phone and email. Cassie was able to demonstrate to *** ***** that a soft inquiry was made to her credit
file when she checked her eligibility and, as she consented to during the process, a hard inquiry was later
made once *** ***** opted to submit a complete application for the Elastic line of credit.
Through our review of phone logs and emails, we have not been able to identify an issue with the
communication related to Elastic’s phone support (###-###-####) or email support
(*******************). Unfortunately, *** ***** requested a cease and desist, via email, on December
6, 2023, and, as such, no further communication on the matter has occurred.
We understand the information that *** ***** has shared, indicating that her experience with Elastic
support was less than satisfactory and we remain committed to researching and addressing the matter.
We apologize for any inconvenience she may have experienced and appreciate her taking the time to
provide this candid feedback for our review. If *** ***** would like to discuss the matter any further,
she has Cassie’s phone number and email address. Additionally, she may contact the Elastic Customer
Support team by phone at ###-###-####.
Sincerely,
Compliance Department
******** Bank and Trust CompanyCustomer Answer
Date: 12/07/2023
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.when she spoke to me, she addressed me as if I were a child. It’s very disheartening when a company is very rude to a customer. They still have not figured out why they are not responding to Customer Service requests and that is why I asked for them to stop communicating with me, because no matter what I say, they have made it clear that they are not gonna fix the issue
Regards,
****** *****
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