Complaints

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

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• 

  Elastic

  4030 Smith Rd Suite 100 Cincinnati, OH 45209-1957

  
• 

  Elastic

  Cincinnati, OH 45209

  
• 

  Elastic

  PO BOX 3258 Arlington, VA 22203

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

• Initial Complaint

  Date:11/17/2023

  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.

  Company offered loan and proceeds to take way more than the agreed payments. Each time i make a payment they add more money to the balance. They are literally stealing my money just because i took a loan from them. I am sure you are aware of this company’s tactics. They are loan sharks of the highest order and you allow them, why?

  Business Response

  Date: 11/27/2023

  Please see attached response. 

• Initial Complaint

  Date:11/16/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I borrowed money from Elastic Line of Credit, but have had a problem with paying back the huge payments that they demand and I asked them for a reduction. They gave me an offer that is $265 bi weekly payments for 17 weeks. Which adds up to $9010.00 that is over twice the amount borrowed. I told them no and asked for a payment plan that would work for my budget. They just keep giving me the runaround and say call Customer Service or log on to the website. Both I have done several times and nothing has been offered or addressed. I need help as I am not asking to not pay, I would like a reduction without all the additional fees to get this paid. I can afford $100 per month on or before the 30th of each month. Please help.

  Business Response

  Date: 11/27/2023

  November 27, 2023
  
  
  Better Business Bureau
  ATTN: ***** ********
  1 E. 4th, Ste. 600
  Cincinnati, OH 45202
  
  
  RE: BBB Case No. ********; ***** ******
  
  
  Ms. Stanford,
  
  We are in receipt of the above-referenced complaint and appreciate the opportunity to respond. As we
  understand it, *** ******** concerns are regarding the fee associated with her Elastic account.
  
  Elastic is a revolving line of credit product offered by ******** Bank & Trust Company (“Republic
  Bank”). According to our records, we received and approved *** ******** application for an Elastic
  account on March 10, 2022 and a Credit Limit of $3,500.00 was assigned, though it was later increased to
  $4,500.00. At the time of account opening, *** ****** was required to agree to the Elastic Credit
  Agreement and Terms and Conditions (“Agreement”) as a condition of account opening, which disclosed
  that Elastic charges a Cash Advance Fee for each Cash Advance and a Carried Balance Fee for each
  Billing Cycle in which she carries over a balance greater than $10.00. The Agreement includes a detailed
  fee schedule, and explains how Carried Balance Fees and Required Payments are calculated.
  
  Please understand that repayment assistance may be offered as a courtesy in certain circumstances, at our
  discretion. We reviewed our records and found that *** ****** called on November 15, 2023 and spoke
  with an Account Services representative, requesting to be placed on a payment assistance program as she
  was having difficulty making her payments. The representative offered the payment plan that *** ******
  outlined in her complaint, to pay the balance due as of that date ($4,780.00) with 17 bi-weekly payments
  of $265.00, totaling $4,505.00; this plan provided a discount of $275.00, for no additional fees to be
  assessed while on the payment plan, and allowed for smaller and consistent payments. As *** ******
  explained in her complaint, she declined this offer. Her account was not eligible for any other payment
  assistance options at that time.
  
  We respectfully decline *** ******** request for her specified payment plan but invite her to continue
  reaching out to Elastic’s Account Services team at ###-###-#### to see if options that better suit her
  needs become available in the future.
  
  
  
  
  
  Sincerely,
  
  Compliance Department
  ******** Bank and Trust Company
  

  
  

  Customer Answer

  Date: 12/04/2023

  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.  I have written 9 emails to their Customer Service and send 4 letters to their CFO and CEO asking for a payment plan that I can afford  All I get is their collection people contacting me and harrassing for money.  The last phone call was a man that gave me three different plans 1.  was to pay $389 2.  was to pay $1089 and 3. was to pay $2,220.00.  I told him I which one is it to satisfy Elastic.  He told me that if paid $2,220.00 that would bring my account current but nothing else.  He also mentioned that every month, I was being reported to the Credit Bureau and that I was going to be turned over to a third party collection if I did not pay.  I told him that I would pay, but could not afford this. He did not stop asking for money and I asked him if we could come to some sort of agreement.  He refused and kept asking for this money now.  I have send two more letters to corporate that I have attached to this file.  I am a 69-year old woman with limited income and willing to pay, but something that is affordable and acceptable to Elastic.  I am feeling lost and need help...
  
  
  Regards,
  
  
  
  ***** ******
  

• Initial Complaint

  Date:11/02/2023

  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 used ******** **** *** ***** **** Elastic line of credit, which is the very definition of predatory lenders.
  
  I was unaware of the MASSIVE carry balance fees which are barely less than the monthly payment. It is November 2 and I have not made a payment since September 1. We were working with a Debt Management Program and they reached out to RBT and the proposal was rejected with no consideration.
  
  I have called them three times and asked if there was any way to remove a couple of the carry balance fees and that I would pay off the entire balance and every time I was told they "can't do it" because the "system doesn't show it". I asked every time, even through an email form, to speak to a manager and was ignored. My issue was never forwarded despite asking every time. I was even advised to "wait longer" and try back, apparently so the "system" would offer fee waivers. So my option is to further destroy my credit so get some fees waived. Keep in mind, I did not want my loan balance reduced, just some of the fees; not even all of the fees, just some. I've made the payments they requested and my total due is MORE than what I borrowed.
  
  That a business, especially a bank, has no protocol for escalation and waiver processing is unthinkable in 2023. I worked at a bank for years, 15 years ago, and there was always someone who could authorize waiver of basically anything, even tellers had some authority.
  
  The fact that ******** refuses to escalate and offer ANY solution does not gel with their BBB A+ rating. How is that possible? Who at BBB has family at ********?

  Business Response

  Date: 11/09/2023

  November 9, 2023
  

  ******** ****
  **** * ******** ***
  ******* ** *****
  

  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 his inability to repay the loan in full, and his belief there
  should be additional hardship offerings available.
  

  Elastic is a revolving line of credit product offered by ******** **** * ***** *******, Member FDIC
  (“******** ****”). ******** **** strives to provide the utmost level of transparency about the Elastic
  line of credit product on the product website, so that potential customers can make an informed choice.
  

  When *** **** applied for an Elastic line of credit, on August 6, 2022 he acknowledged his acceptance
  of the Elastic Credit Agreement and Terms and Conditions (“Agreement”), which was a condition of
  account opening. The Agreement includes Federal Truth-in-Lending Disclosures which describe the two
  types of fees associated with an Elastic account – a Cash Advance Fee is charged as a percentage of each
  advance, and the Carried Balance Fee (Finance Charge) will accrue to the account balance at each billing
  cycle for which a balance is carried over.
  

  On October 13, 2023, *** **** contacted Elastic and requested to revoke autopay to ensure that
  payments would no longer process automatically, as he was working with a debt consolidation company.
  His account was updated to accommodate this request. On October 25, 2023, *** **** contacted Elastic
  and explained that his debt consolidation company had submitted a proposal to settle the balance for less
  than the amount owed; however, his account was not eligible for this option. Accounts must be in a
  charged off status with at least 60 days past to be eligible for debt consolidation. At this time, his account
  was only nine days past due. During this same call, he requested to have some of the Carried Balance
  Fees waived so he could pay the remaining balance. The agent explained that option was not available,
  that something like this may become available at a later date and to keep an eye on the website to see
  what options became available. Our current policy requires that an account be at least 31 days past due to
  be eligible for fee waivers.
  

  On October 27, 2023, *** **** contacted Elastic and asked again to have some or all of the Carried
  Balance Fees waived so he could pay the remaining balance. Once again, he was told that this option was
  not currently available. The agent offered *** **** a repayment option that was available for his account
  at that time, which would allow him to split the past due balance and upcoming payment amount into
  either two or three smaller and more manageable payment amounts. *** **** declined this option.
  

  Review of the calls *** **** had with the Elastic customer support team shows that at no point during
  the calls did *** **** ask for a Supervisor, nor for his call to be escalated.
  *** **** sent an email to the Elastic customer support team on October 27, 2023, requesting to
  correspond with a manager regarding his concerns. An agent responded explaining that they were unable
  to process his request to determine eligibility for repayment relief via email, requesting that he call if he
  was in need of assistance. There have been no phone calls received since.
  

  As the Carried Balance Fees have accrued in accordance with the Agreement accepted at the time of
  application, we are unable to fulfill *** ****** request for a billing adjustment. Although working with
  debt consolidation companies in certain circumstances is an option, *** ****** account is not currently
  eligible. We invite him to call Elastic’s Account Services team to discuss available repayment assistance
  options. Account Services can be reached by phone at ###-###-####.
  

  Sincerely,
  

  Compliance Department
  ******** **** *** ***** Company

  Customer Answer

  Date: 11/09/2023

  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.

  In their response, ******** says that at no time did I ask to speak with a manager. This is false. During the call on October 27 I requested to speak with a supervisor or manager who could assist and was rejected. To claim otherwise is a blatant lie. In addition, during the written request, I STILL was unable to speak with a manager. Two out of the three points of contact with them contained requests to escalate and both were denied. Regardless of if they will or will not waive fees, the fact that they repeatedly refused to escalate my request to a manager is the primary reason I contacted BBB. 

  I was told by Daz and Debra to "wait" and try again later. Daz told me to try back in a few days or the following week. NEITHER mentioned that there was a need for the account to be at least 30 days past due before fees could be waived. So at the advice of Daz and Debra I am waiting. However, I am very concerned that, by following their advice, ********, who has been shown to lie to BBB in the letter and refuses my request to escalate, will not waive enough fees and that by the time my account is 30 days past due they will force me to pay MORE than if I would have just paid the account during the October 13th call. Two agents have advised me to wait and have my balance accumulate more fees. This is the very definition of predatory lending. I will not approve any communication from ******** that does not attempt to resolve my issues and I urge BBB to reevaluate their grading of ******** based on their poor customer service and exploitation of borrowers.

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

  Business Response

  Date: 11/17/2023

  November 17, 2023
  
  
  ******** ****
  **** * ******** ***
  ******* ** *****
  
  
  RE: BBB Case No. ********; ******** ****
  
  
  *** ********,
  
  We are in receipt of *** ****** rejection of our initial response to his complaint and appreciate the
  opportunity to address his concerns.
  
  Although the Elastic Credit Agreement and Terms and Conditions (“Agreement”) does not include any
  provision for repayment concessions outside of the accepted terms, ******** **** does offer various
  programs to assist Elastic customers experiencing difficulty with repayment. These programs are not
  guaranteed and only offered at our discretion. They are made as we deem appropriate and are subject to
  change at any time. We strive to offer these programs to our customers in a fair and equitable manner, so
  program eligibility is systemically determined.
  
  A waiver for the last carried balance fee of $125.00 has been initiated as a one-time courtesy. Once
  again, we invite *** **** to contact Elastic’s Account Services team at ###-###-#### to discuss
  available repayment assistance options.
  
  Sincerely,
  
  Compliance Department
  ******** **** *** ***** Company

  Customer Answer

  Date: 11/20/2023

  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.

  Once again ******** (Elastic) does not understand the nature of the complaint. The primary reason for contacting the BBB was because ******** refused TWICE to escalate my issue to a manager. The first time was during the second call (which they flat out lied about in the first BBB response letter), the second during an email contact form. If a manager wants to speak to me and tell me they refuse to help with repayment, fine, but refusal to even let me speak with a manager is one of the highest forms of customer neglect.

  The secondary reason for the BBB complaint was that both Daz and Debra (customer service reps during calls 1 and 2) advised me to wait to see what offers ******** could make. I was told the account was "not past due enough" and if I wait longer more options would be available. This is plainly evident if they review their recorded calls. To be clear, I was advised BY ******** to accrue MORE FEES, incur more NEGATIVE CREDIT REPORT IMPACTS, just for the hope of maybe being able to waive a fee. I need the BBB to evaluate what kind of financial institution advises its customers not to pay their bill, accrue more fees, and wait for help they know full well will never come. This is unconscionable and possibly criminal from a financial institution. I advise you to request copies of the audio recordings of my initial calls (not transcripts) and listen for yourself if you feel my accusations lack merit.

   

  With regards to the $125 carry balance fee that they "graciously" waived, it is a spit in the face. Even with waiving that single fee, the balance is now HIGHER than it was when I made my initial contact with Daz. The total due now is $3,540 when it previously was $3,415. I don't understand what value, if any, the BBB is providing here. This seems like it rises to the level of a lawsuit, given that I was advised to wait. 

  Since they have no intention of making a valid offer, I'll make one here. I will pay them $3,200 today, right now, to settle the account and have a zero balance. This amount reflects all moneys borrowed plus some fees, and is the same amount I would have paid had Daz been able to waive one or more fees for me the day I initially called. So please forward this to them with my sincere hope that you reevaluate their rating with regards to the 1st and 2nd reasons which I have outlined above. 
  
  
  Regards,
  
  
  
  ******** ****
  
  

  Business Response

  Date: 11/27/2023

  November 27, 2023
  
  
  ******** ****
  **** * ******** ***
  ******* ** *****
  
  
  RE: BBB Case No. ********; ******** ****
  
  
  *** ********,
  
  Thank you for forwarding the additional correspondence to our attention. In response to *** ******
  previous rejection, we initiated a waiver for the last carried balance fee of $125.00 as a one-time courtesy
  for the inconvenience he has experience.
  
  We would like to clarify that *** **** has been free to make a payment in any amount at any time.
  Please note that we have reviewed the call recordings with *** **** and contrary to his assertion, at no
  time did our agents encourage him “not to pay” his bill. The agents responded to *** ****** request for a
  waiver of some or all of the Carried Balance Fees, which was not available at that time, and he was
  advised that waivers might be available in the future. Given that the account is in default, we have offered
  the additional choice to accept the repayment assistance that is available at any given time, or to wait to
  see if more suitable options become available in the future.
  
  As mentioned previously, although the Elastic Credit Agreement and Terms and Conditions
  (“Agreement”) does not include any provision for repayment concessions outside of the accepted terms,
  ******** **** does offer various programs to assist Elastic customers experiencing difficulty with
  repayment. These programs are not guaranteed and only offered at our discretion. They are made as we
  deem appropriate and are subject to change at any time. We strive to offer these programs to our
  customers in a fair and equitable manner, so program eligibility is systemically determined. Should Mr.
  **** like to discuss available repayment assistance options, we invite him to contact Elastic’s Account
  Services team at ###-###-####.
  
  We believe that we have fully and accurately addressed *** ****** concerns, and consider this matter
  closed.
  
  Sincerely,
  
  
  
  
  
  Compliance Department
  ******** **** *** ***** Company
  
  

  Customer Answer

  Date: 11/28/2023

  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.

   

  Finally, ******** shows their maliciousness. In paragraph two of their response they state that at no time was I advised "not to pay", and later at the end of that paragraph they advise me to "wait to see if more suitable options become available." Is this not implicit advice to wait? I never accused them of flat out saying "don't pay your bill", my accusation, which they have just now admitted to and done AGAIN, is to wait (which can only be done by NOT PAYING, a matter which I'm sure a judge would agree with) to see what options become available again. Failure of a major financial institution to not understand the definitions of basic English words and twisting advice for their own benefit is, AGAIN, malicious and should be prosecutable. A review of the call logs should make it abundantly clear what was asked and said.

  It is worth noting that no manager from ******** has reached out to contact me to this day. I have made an offer to them through BBB in my last response which they outright ignore. I'm not sure what, if anything, the BBB is doing to advocate on my behalf. This seems like little more than a messaging service to connect me to ********. I am disappointed in both organizations and thought at least that the BBB made an effort to protect consumers from predatory lenders like ******** and Elastic. Shame on you both.

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

• Initial Complaint

  Date:09/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for a debt consolidation loan through dort federal credit union. Per dort federal credit union, I need to submit names, addresses, total owed and closed account with zero availability. I submitted an email on August 29. 2023 requesting information. Elastic sent an email but refuse to staye/write account was closed upon my request. I talked to customer service representative from elastic and was told to resend another email with the same information requesting account closure. Elastic is making it difficult and refuse to provide information I requested in writing to complete my debt consolidation loan. Ive called elastic several times and receiving no assistance. I'm requesting a emailed to dort federal credit union and myself with the information requested above. Response requested.

  Business Response

  Date: 09/14/2023

  September 14, 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. In ***
  ******* complaint she states that she requested an email from Elastic showing her account was closed, the
  amount owed, and that there was a $0 Available Credit. *** ***** advises that this is required to support
  her application for a debt consolidation loan.
  
  Upon receipt of this complaint, we reviewed our systems and found that *** ***** called and spoke with
  an agent on 8/29/2023 to request an email as described above. The agent advised her to send an email to
  our Operations Department to discuss debt consolidation, and she did so. On 9/06/2023 an agent sent her
  a document; however, the document did not meet her needs.
  
  In relation to this complaint, a member of our Executive Customer Management Team called and
  apologized for the misunderstanding, and advised that *** ******* account has been closed, per her
  request. An email was sent on 9/08/2023 confirming that the account was closed with a balance of
  $4,654.66 as of that date, and the Available Credit was $0.00.
  
  We hope that this has resolved her concerns, but should *** ***** have any additional questions or
  requests she may contact our Customer Support team by phone at ###-###-####.
  
  Sincerely,
  
  Compliance Department
  Republic Bank and Trust Company
  

• Initial Complaint

  Date:07/29/2023

  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.

  Targeting folks with poor credit scores.
  Advertising is emotionally manipulative.

  Business Response

  Date: 08/04/2023

  August 4, 2023
  

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

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

  Dear *** ********,
  

  We are in receipt of the above-referenced complaint and appreciate the opportunity to respond. As we
  understand it, *** ******* concerns are regarding a prescreened marketing offer that she received for the
  Elastic line of credit product.
  

  Elastic is a line of credit product offered by ******** **** * ***** *******. Elastic is a flexible credit
  account available (with approval) to consumers who may not be able to access other types of credit. We
  send prescreened offers to consumers who meet our specific credit requirements, in compliance with the
  Fair Credit Reporting Act.
  

  Per *** ******* request, we have opted her out of receiving future pre-selected offers from Elastic. Please
  note that it may take up to 60 days for direct-mail marketing to cease to continue as mailers may have
  already shipped or processed prior to the request. We appreciate *** ******* feedback regarding the
  direct-mail marketing that she received and have passed this along to our marketing department for
  consideration.
  

  Should *** ***** have any additional questions or concerns, she may contact our Customer Support team
  by phone at ###-###-####.
  

  Sincerely,
  

  Compliance Department
  ******** **** *** ***** *******

• Initial Complaint

  Date:06/08/2023

  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.

  This company told me they were depositing money into my account in two business days (I have the email to prove it) so I made decisions based upon that. Then they then sent a follow up email requesting more information which I provided and they still did not follow through with the deposit and no explanation why. I have been waiting for more than 6 business days and I have no answers. Can you renege on an agreement like this? What a joke of a company. You don't tell someone the money is coming and its not. They can ruin lives by their deceit and incompetence.

  Business Response

  Date: 06/15/2023

  Please see the attached response.

  Business Response

  Date: 06/15/2023

  Please see the attached response.

  Customer Answer

  Date: 06/21/2023

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

  They lied to you. They said they never received the asked for documentation but I have proof of sending the documents and acknowledgment of receipt. 
  

  They lead me to believe that I would be receiving funds in 2 business days so I made financial decisions based upon their Approval. I complied with all their requests. They said the money was on the way. It wasn't. I consider that fraud and they caused me financial harm. 

  Their business' practice is unethical in my opinion. 

  Kind Regards,
  
  
  
  *** *********
  
  

  Customer Answer

  Date: 06/21/2023

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

  They lied to you. They said they never received the asked for documentation but I have proof of sending the documents and acknowledgment of receipt. 
  

  They lead me to believe that I would be receiving funds in 2 business days so I made financial decisions based upon their Approval. I complied with all their requests. They said the money was on the way. It wasn't. I consider that fraud and they caused me financial harm. 

  Their business' practice is unethical in my opinion. 

  Kind Regards,
  
  
  
  *** *********
  
  

• Initial Complaint

  Date:05/02/2023

  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.

  as an elastic borrower i find the payments grow as you pay the lown down my payments went from $250 per month to $555 per month and noone can explain this to me. if i have an valid reason for this it would be less painfull. as i am now only on ssa as i lost my job

  Business Response

  Date: 05/12/2023

  May 12, 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. In ***
  ****** complaint he expresses concern that as he pays down his Elastic line of credit, the required
  payments have increased from $250.00 to $550.00 a month. To resolve this matter, *** **** requests an
  explanation of charges.
  
  Elastic is a revolving line of credit product offered by ******** **** * ***** ******* (“********
  ****”), Member FDIC, and is serviced by Elastic. According to our records, we received and approved
  *** ****** application for an Elastic line of credit account on 1/28/2023 and a Credit Limit of $3,500.00
  was assigned. During the application process *** **** was presented with and acknowledged his
  acceptance of the Elastic Credit Agreement and Terms and Conditions (“Agreement”), including the
  following information:
  • Carried Balance Fee: The Finance Charge assessed for each Billing Cycle depending on the
  amount of the Carried Balance for that Billing Cycle, as displayed on the Statement.
  • How We Calculate Your Carried Balance: We take the Previous Statement Balance and
  subtract any payments, past due Carried Balance Fees, and all Other Credits posted during the
  Billing Cycle. We then add any Other Debits, ask shown in the Statement. Carried Balance Fees
  that post during a Billing Cycle are not included in the Carried Balance for that Billing Cycle.
  Carried Balance Fees and Cash Advance Fees are not included in the Carried Balance for the
  Billing Cycle in which they were requested.
  • How we Calculate Your Payments: If the Balance is less than $100, the Required Payment is
  equal to the Balance. If the Balance is $100 or more, the Required Payment is equal to: any Past
  Due Amount + Carried Balance Fees (that are not past due) + the greater of $100 or 10% of the
  Balance as of the end of the Billing Cycle in which the last Cash Advance was requested.
  
  During the first Billing Cycle (1/28/2023 – 2/26/2023) *** **** requested 4 Cash Advances, totaling
  $2,500.00 and, as he had not carried the balance, there was no Carried Balance Fee assessed. The
  Required Payment due on 3/26/2023 was $250.00; this payment was made timely. The next Billing Cycle
  (2/27/2023 – 3/26/2023) *** **** had a Carried Balance of $2,250.00 so a Carried Balance Fee of
  $170.00 was assessed, bringing the New Statement Balance to $3,420.00 and the Required Payment due
  on 4/26/2023 to $495.00; this payment was made timely. The following Billing Cycle (3/27/2023 –
  4/26/2023) had a Carried Balance of $2,925.00, so a Carried Balance Fee of $230.00 was assessed,
  bringing the New Statement Balance to $3,155.00 and the Required Payment due on 5/26/2023 to
  $555.00.
  
  Upon receipt of this complaint, we reviewed the phone calls and found that when *** **** called on
  5/01/2023 an agent did not adequately explain why his Required Payments were increasing, stating only
  that as he continues to make payments that they will incrementally decrease over time. Though this is
  true, we understand that *** **** was looking for a more detailed explanation, and we apologize that he
  did not receive this at the time of the call.
  
  We hope that this response provides clarification. Should *** **** have any additional questions or
  concerns, or be in need or repayment assistance, he may reach out to our Customer Support team by
  phone at ###-###-#### or email at *******************.
  
  
  Sincerely,
  
  Compliance Department
  ******** **** and Trust Company

• Initial Complaint

  Date:04/05/2023

  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 requested a line of credit from Elastic in 2019. I was estatic to receive the loan, it helped me several times. I am not sure whether it was on a ******** Bank. I kept my account current through my bank account. I changed my bank due to the covid-pandemic, I had a hardship on one or more of the payments. Elastic kept sending the payment back through my bank without contacting me. When I got the new account, I called to give ther representative my new information, she gave me so much red tape, I was unable to get all the information in a timely manner, I did not understand why I was put through so much red tape. When I first applied I gave my information and I was just changing banks.******** Bank has sold my information to another agency, without my knowledge, that is fraud and involation of FDCPA, by calling consumers as a debt collector, but is selling their services for themselves and collecting consumer's information, ss number, birthdate, credit card information, by charging a $1.00 to later charge your credit, $179 as a credit repair service, not to remove the collection from your credit report. This is deceptive to all consumers. I have disputed it several times with the credit bureaus, but it has not been removed.

  Business Response

  Date: 04/19/2023

  4/10/2023
  
  BBB Corporate Office
  ATTN: ***** ********
  1 E. 4th, Suite 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 her experience updating her bank account for ACH
  autopayments, as well as the sale of her account to *** ********** following
  successive non-payment.
  
  Elastic is a revolving line of credit product offered by
  ******** Bank & Trust Company (“******** Bank”), Member FDIC. According to
  our records, we received and approved *** ******** application for an Elastic
  line of credit account on 12/23/2019 with a credit limit of $600.00. The
  account exceeded 60 days past due and was charged off with a balance of $590.00
  on 9/03/2022. The debt was subsequently sold to *** ********** Services, Inc.
  (“***”) on 10/21/2022.
  
  During the application process *** ****** acknowledged her
  acceptance of the Elastic Credit Agreement and Terms and Conditions
  (“Agreement”), which was a condition of account opening. Section 18 of the
  Agreement, titled “Transfer of Rights” explains that we may assign or transfer
  the account or any of our rights under this Agreement to another person or
  entity without notice or consent from the customer. We want to assure *** ****** that ******** Bank complies with all applicable state and federal laws.
  
  Upon receipt of this complaint, we thoroughly reviewed our
  systems and found that we received *** ******** payments as scheduled until the
  payment scheduled for 7/04/2022 was returned due to insufficient funds. We
  received a phone call from *** ****** on 8/08/2022, and she informed the agent
  that she was experiencing a temporary hardship and would need to change the
  banking information we had on file. The agent sent her an email that contained
  instructions to update this information and included an AutoPay Authorization
  Form that she was to complete and send back along with a copy of her photo ID.
  We did not receive the required form until 10/14/2022, and we never received a
  copy of her photo ID. These documents were required to authorize us to process
  payments via ACH debit from the new bank account, and to ensure the security of
  *** ******** Elastic account.
  
  Please know that ******** Bank has only reported account
  activity and status to Clarity Services; we did not report any information
  regarding this account to any of the major credit bureaus, though *** may have.
  We have no knowledge regarding payments made to *** for credit repair services
  or otherwise. As we no longer own the debt, we encourage *** ****** to contact
  *** by phone at ###-###-#### to discuss her concerns regarding that payment
  and their credit reporting.

• Initial Complaint

  Date:04/05/2023

  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.

  On 4/5/2923 I received a phone call from *** stating they had spoken to me back on the 8th of March. They also stated I agreed to pay $150 on 4/5/23 to settle my payday loan through elastic. I asked them to verify my ssn# which they did, but were unable to verify my date of birth. The email address she gave me was an old work email from over 20 years ago. I asked for this information because I have not taken out a payday loan. I am on a fixed income and would not have taken out a payday loan. The loan doesn’t even show on my bank statement.
  When I explained all of this to the agent “Sarah”, she started harassing me stating I could take this up in court when they get a judgement against me.
  I’m currently having health issues and this type of call should never occur. I’m genuinely worried someone may be using old information to commit fraudulent acts.

  Business Response

  Date: 04/19/2023

  4/19/2023 
  
  BBB Corporate Office 
  ATTN: ***** ******** 
  1 E. 4th, Suite 600 
  Cincinnati, OH 45202 
  
  RE: BBB Complaint No. ********; ******** ****** 
  
  Dear *** ********, 
  
  We are in receipt of the above referenced complaint and appreciate the opportunity to respond. In *** ******** complaint, she states that she received a phone call on 4/05/2023 from “***” stating that they had spoken with her on 3/08/2023 and at that time she agreed to make a payment of $150.00 to settle a payday loan through Elastic, but that she had not requested a payday loan and had not heard of Elastic. She advises that after verifying information with this representative and explaining that she had not heard of Elastic, the representative began harassing her and said that they could take the matter up in court. *** ****** expresses concern that someone may be using her personal information to commit fraudulent acts. 
  
  As an initial matter, we would like to clarify that Elastic is a line of credit product offered by ******** Bank & Trust, Member FDIC; Elastic is not a payday loan, and ******** Bank is not associated with any company by the name of “***”. Upon receipt of this complaint, we reviewed our systems and found that we were unable to identify an Elastic account with the contact information provided in *** ******** complaint. We also reviewed our phone records, and found no phone calls to or from the phone number included in her complaint.  
  
  We suspect that this call was from a phony debt collector, perpetrating an unfortunately common scam. The scam callers claim to be with a collection agency or law firm representing various creditors – they typically make aggressive and unlawful threats to influence people to make payments to them. *** ****** may access helpful information about these scams from the Federal Trade Commission: ****************
  
  
  Sincerely, 
  
  Kyle J***** 
  Compliance Manager 
  ************************ 
  

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying for over a month to get my account to where I can get online and access it. I first noticed it back in the summer. I was paying the loan back and couldn't get in to see the amount I owed. Never offered to put in a ticket. I called when I was in my cool down period about 10 days in and told them I could not get in my account and the customer service didn't submit a ticket then because I still had 10 days left in cool down period. Well since 12/2/2022 I have had a ticket placed and noone seems to have worked on the account. I cannot ask for money because everything is done online. Everytime I called it was well it was the holidays. Well January the 9th the customer service said he would put in a ticket and so he did. I got a call then saying it was recieved but yet again, I don't hear anything unless I call. I have spoken with several supervisors and they note the account but cannot do anything. I am not sure why it is taking so long to fix an account or why they can't even call to let me know what is going on. I want this fixed now.

  Business Response

  Date: 02/02/2023

  
  February 2, 2023
  
  
  Better Business Bureau
  ATTN: ***** ********
  1 E. 4th, Suite 600
  Cincinnati, OH 45202
  
  
  RE: BBB Complaint No. ********; *******/******* ******
  
  
  Ms. ********,
  
  We are in receipt of the above-referenced complaint and appreciate the opportunity to respond. In the
  complaint *** *** **** ****** state are frustrated with their inability to login to *** ******** Elastic
  online and are displeased with the support they have received to resolve the issue.
  
  We confirmed that *** *** *** ****** have contacted our Elastic Customer Support team several times
  to report issues they were experiencing logging into *** ******** online account. Our research further
  shows that each time we spoke to them, we attempted to troubleshoot the issue and ultimately, when the
  troubleshooting efforts did not work, we submitted help desk tickets each time to have the issue further
  reviewed.
  
  We attempted to call the clients back to go over additional troubleshooting steps recommended in
  response to the research tickets we had submitted. Ultimately, when we were unable to resolve the issue
  with the clients via troubleshooting, the issue was further escalated for investigation. As a result, a
  problem was identified with our 2-factor authentication system. Our teams worked to find a solution and,
  **** ****** was contacted by phone on 1/24/2023 to test the solution. She was able to log in and has
  since been able to successfully process a request for a Cash Advance. We sincerely apologize for the
  amount of time it took to investigate and remediate this issue.
  
  Should *** ** **** ****** have any additional issues in the future, we ask that they please contact our
  Customer Support team by phone at ###-###-####.
  
  Sincerely,
  
  Compliance Department
  Republic Bank and Trust Company
  

  
  

  Customer Answer

  Date: 02/04/2023

  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,
  
  
  
  *******/ ******* ******