Complaints

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

• Initial Complaint

  Date:07/07/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/10/2025

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

• Initial Complaint

  Date:07/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/10/2025

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

• Initial Complaint

  Date:06/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/10/2025

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

• Initial Complaint

  Date:06/10/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 06/20/2025

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

• Initial Complaint

  Date:06/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 06/13/2025

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

• Initial Complaint

  Date:05/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the date of 5/21/2025 in the lar evening hours I received 2 emails from Wise Loan stating money was being sent to my bank account in which I did not authorize or apply for. The money was transferred to my account. At the time it was after their business hours so I had to wait until 5/22/2025 morning to call and dispute. I called and spoke to someone who says I have to fill out an identity theft form which requires alot of my personal info. I am not comfortable sending them anymore information in which they have alot of my info already where I didn't authorize for them to have. I called my bank to file a dispute for unauthorized deposit from them. So my bank is doing their process to dispute. I've looked up Wise Loan and immediately there are countless reports of fraud from them. How is this allowed? It says I have 3 days to cancel before I get charged interest in which the process I was told takes more than days to dispute once I send the signed form of identity theft which I'm not comfortable sending any info. They need to shut down!!!!!

  

  Business Response

  Date: 06/02/2025

  May 29, 2025
  
  
  
  RE:        ****** *******
                 Complaint ID# ********
  
  
  To Whom it May Concern:
  
  We are in receipt of a complaint filed with your office on or about May 23, 2025, by Mr. ******* regarding a loan with Essential Lending d/b/a Wise Loan (Company).  We appreciate the opportunity to respond to his concerns.
  
  The Company shows a loan was approved for a Mr. ******* in May 2025, in the amount of $400.00. We are sorry to hear that Mr. ******* maybe a victim of ************************** complies with the Red Flags Identity Theft Rule and the Fair Credit Reporting Act and has processes in place when fraud is identified. 
  
  We appreciate Mr. ******* taking the steps to refuse the deposit and have the bank return the funds. We are awaiting recovery of the funds.  We are also attaching a fraud affidavit for Mr. ******* to complete, this will allow us to process his fraud claim, close the account, and update the Credit Bureau(s) as applicable for the fraud.
  
  We also encourage Mr. ******* to review his credit report to ensure that there is not any other fraudulent activity.  We look forward to receiving the completed affidavit from Mr. ******* and processing his claim.  ************** has any questions, he can contact our office.  We are also attaching a copy of the loan agreement for review.
  
  Sincerely,
  
  
  
  Essential Lending d/b/a Wise Loan
  Compliance

• Initial Complaint

  Date:05/23/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Originally owed $1220.19. Made a payment of ****** on 4/25. Called and asked that payment dated for 5/9 be postponed. They said that it was ok and would be a "zero refinance". Today 5/22, I called to pay in full and was told that I owe *****. This would mean I'm paying $1000.00 in interest on a loan that I've had for just over a month. This is not a "zero refinance". This is my 2nd loan with them and they are taking advantage. I would like to consider them in the future but this has me furious.

  

  Business Response

  Date: 06/02/2025

  May 29, 2025
  
  
  RE:        Complaint ID# ********
                 ****** ********
  
  To Whom it May Concern:
  
  We are in receipt of a compliant filed with your office on or about May 23, 2025, by ****** ******** regarding her loan with Essential Lending d/b/a Wise Loan (Company).  We appreciate Ms. ********* continued business and the opportunity to respond to her concerns.
  
  The Company show that Ms. ******** most recent loan agreement with the Company is for May 5, 2025, in the amount  of $1409.89. The Loan agreement she was provided outlined the Truth in Lending disclosures along with the terms of the loan and a payment schedule.
  
  The Company also show communication with Ms. ******** on May 21, 2025, where she requested the payoff amount and inquired as to the amount of the payoff, she didnt understand the total for the payoff amount.  It was explained to Ms. ******** that her previous payment date was postponed, and new payment terms were agreed *******. ******** ended the call that she would call us back.
  
  The Company shows a payment made by Ms. ******** in the amount of $461.67 which was the first payment due (May 23, 2025) with her new loan agreement. We have attached a copy of the loan agreement for her review.  We encourage Ms. ******** to contact our office if she still has unanswered questions regarding the payoff amount and request to   speak with a supervisor, ***** ********* or email him at ***********************************************************************.
  
  We hope this information is helpful for Ms. ********* we look forward to hearing from her if she has any questions. 
  
  Sincerely,
  
  
  
  Essential Lending d/b/a Wise Loan
  Compliance

• Initial Complaint

  Date:05/19/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wise loan fraudulently sent me $500 loan. I never requested this from them. I have contacted them several times just for them to give me the run around on my issue. I contacted them on may 5th after realizing may 2 that my account had been credited $500 by them. I contacted them to tell them what happened and for them to take their money back. The next day on may 6 2025 they took their loan out of my account. It has been 2 weeks since this and now they say they never received their money back. I went to my bank and they said they were paid their money back. Wise loans is not helping me resolve this issue and they seem like a very shady company. I need help verifying that my payment was received and that the account is closed. Thank you

  

  Business Response

  Date: 05/28/2025

  May 26, 2025
  
  
  RE:        Complaint ID#********
                 ***** ****
  
  To Whom it May Concern:
  
  We are in receipt of a complaint filed in your office on or about May 19, 2025, by Mr. **** regarding a fraudulent loan with Essential Lending d/b/a Wise Loan (Company).  We appreciate the opportunity to respond to his concerns.
  
  Please be advised that the Company received a completed fraud affidavit from Mr. **** and the claim has been processed. The loan has been closed and any applicable updates to the ************* have been requested. 
  
  We are sorry to hear that Mr. **** has been a victim of Identity Theft.  We encourage him to review his credit report to ensure that there has not been any other fraudulent activity.  The Company will consider this matter as closed.
  
  Sincerely,
  
  
  
  Essential Lending d/b/a Wise Loan
  Compliance

  Customer Answer

  Date: 05/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I would however encourage whatever entity that monitors shady businesses in ***** to take a good hard look at whoever runs wise loans. They are shady. 
  Regards,
  
  ***** ****

• Initial Complaint

  Date:05/16/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wise Loans text and emailed me about an application for funds. I did not fill out any application! I called to report the fraud and all they would ask me was they wanted my full Social Security number. He refused to let me talk to someone with a fraud department unless I gave my complete Social Security number.

  

  Business Response

  Date: 05/28/2025

  May 27, 2025
  
  
  
  RE:        Complaint ID# ********
                 *** ****
  
  
  To Whom it May Concern:
  
  We are in receipt of a complaint filed in your office on or about May 16, 2025, by Mr. **** regarding a loan with Essential Lending d/b/a Wise Loan (Company).  We appreciate the opportunity to respond to his concerns.
  
  Our records show that we did receive an application for a *** **** in May 2025, however the loan was denied.  The Company does not show an active loan or a loan that was funded for Mr. *********** In addition, we have updated our records to show the application was fraudulent. 
  
  We are sorry to hear that Ms. **** maybe a victim of Identity Theft. We encourage him to check his credit report to ensure there is not any additional fraudulent activity. We will consider this matter as closed.
  
  Sincerely,
  
  
  
  Essential Lending d/b/a Wise Loan
  Compliance

• Initial Complaint

  Date:05/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took out a loan for 300 from this company. I planned on making payments to pay it back but fell into hard times and couldnt make any payments. Now they are seeking legal action with a third party and the payment amounts are more than i can afford. They want 239 dollars from me. That is almost my whole paycheck. Im willing to pay this loan off with payments that fit my budget but they wont take it.

  

  Business Response

  Date: 05/14/2025

  May 12, 2025
  
  
  
  RE:        Complaint ID# ********
                 ****** ****
  
  
  To Whom it May Concern:
  
  We are in receipt of a complaint filed with you office on or about May ******, by Ms. **** regarding a loan with Essential Lending d/b/a Wise Loan (Company).  We appreciate the opportunity to respond to her concerns.
  
  Our records show that the Company has had contact with Ms. **** recently regarding her loan. The Company explained to Ms. **** that due to unsuccessful attempts to resolve her loan and not making payments according to the terms of her loan the account was sold to ********************* (***) for collections.
  
  We have notified *** of Ms. ***** concerns and have requested that they reach out to her to discuss payment options.  We also encourage Ms. **** to reach out to ***** ****** at *** at ****************************** or by phone at ************** to discuss payment options. We hope this information is helpful and she can come to a resolution.
  
  Sincerely,
  
  
  
  Essential Lending d/b/a Wise Loan
  Compliance