Complaints

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

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  Mogo

  516 409 Granville St Vancouver, BC V6C 1T2

• 

  Mogo

  2100 401 W Georgia St Vancouver, BC V6B 5A1

• 

  Mogo

  797 Queen St W Toronto, ON M6J 1G1

• 

  Mogo

  103 - 2130 Lawrence Ave E Scarborough, ON M1R 3A8

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:19/12/2024

  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.

  Roughly a year ago in June, I took out a loan of $2000. Since then I have paid over $2400 with none of those payments being reflected on my account. ********************** has been threatening and harassing me to continue to overpay the loan despite me having multiple bank statements adding up to over $2000 in payments

  Customer Answer

  Date: 25/12/2024

  I would like it to be explained why after paying over $2400 on a $2000 loan they are trying to harass me into paying another $1900

  Business Response

  Date: 03/01/2025

  We are reaching out directly to this customer and believe we can resolve this situation. The product we offer is not a term loan but an interest only line of credit where minimum payments don't include principal. You must make additional payments to reduce the principal balance. No overpayment has occurred. 

  Customer Answer

  Date: 03/01/2025

   
  Complaint: 22707420
  
  I am rejecting this response because: There absolutely has been an overpayment. It is deceptive to make that claim as I have paid in total $2400 to your company. You have repeatedly said you can lower the payment amount meaning I was never really paying the minimum. This company scams people out of money. 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 08/01/2025

  When we replied to the original notice, we mentioned that we would reach out to the customer directly which we have. As of today's date we have not received a response. The customer rejected our response before we emailed them. We have now emailed them and included a lot of relevant information that should be reviewed. If someone indicated to the customer that the minimum payment could be lowered it would be because they opted in to an optional service, optional services can be canceled at any time, canceling this would lower the payment. I want to reiterate that this is not a term loan with a set payment schedule, this is a line of credit where interest is assessed as long as there is a principal balance. Unless you make payments to reduce the principal balance, interest will continue to accrue. We recommend that the customer read the email we sent them where we let them know we would happily consider any reasonable offer to settle this.

  
  

  Customer Answer

  Date: 09/01/2025

   
  Complaint: 22707420
  
  I am rejecting this response because:

   

  this is predatory and unacceptable. There was no optional services I was paying for, it was multiple emails from Mogo insisting the minimum payment could be lowered and that I could make smaller payments to pay off the loan. What did you do with the $2400 I have sent in Total? Multiple people have called you out on predatory practices and the fact you bully and threaten people via email. I have already stated that all further contact will go through the better business bureau. 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 16/01/2025

  We sent an email directly to the customer on January 16th and based on the contents of the email we now consider this matter closed on our end. 

  Customer Answer

  Date: 16/01/2025

   
  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.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:16/12/2024

  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 reached out to MOGO for a line of credit. Was approved for $3000. I got the email saying I was approved and the payment was processing via e transfer but I never received the funds. I reached out to Mogo and was sent a blanket statement stating it was sent and I should recheck my email. I have auto deposit and can unequivocally say the funds were never received. Now Mogo isnt returning and of my emails, chats and voicemails with the expectation that I will pay for the money I never received.

  Business Response

  Date: 20/12/2024

  Thank you for bringing this matter to our attention. At Mogo, we take customer concerns very seriously, and we regret any inconvenience caused by this situation.
  

  After reviewing your account, we have confirmed that the e-Transfer for your line of credit was initially created and approved on Friday. However, it appears that due to a technical issuepossibly related to banking system updates or a timeoutthe transfer did not process as expected. Unfortunately, because this occurred after banking business hours on a Friday, so technically over the weekend, we were unable to reconcile our transactions until Monday, at which point we identified the issue and reissued the transfer immediately. Banks do not update their records in real time over the weekend, so internally, we had no indication there was any issue.
  
  We understand your frustration, particularly since our initial response to your inquiry did not address your specific situation. In many cases, customers reach out because they have not noticed that the transfer has already been deposited via auto-deposit or that the notification email was filtered into their junk folder. Regrettably, this led to a delayed resolution in your case, and we acknowledge that our communication could have been more prompt and tailored.
  
  We sincerely apologize for any inconvenience this has caused you and are committed to making things right. As a gesture of goodwill we will be waiving your minimum payment on December 31st. If you have any remaining concerns or questions, please do not hesitate to reach out directly to us, you can reply to the email we sent you from our Customer Experience team.

• Initial Complaint

  Date:11/09/2024

  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.

  They are the most aggressive company I have ever dealt with. Extremely rude, threatening and always using CAPS etc to scare you into paying. Then they threaten to contact your employer for whatever reason. Not only that but I am paying $166 biweeky for JUST INTEREST! i have health issues and less hours of work because of this but they call me multiple times a day and tell you they will waive a fee that doesnt end up waived. None of your money sent goes into the principal balance so I have been paying them for fun while I run out of money. I had to have a consumer proposal and they did not even pop up on the list of companies I can send to which is crazy and now I am stuck being harassed as if I dont have enough stress in my life.

  Business Response

  Date: 19/09/2024

  We have reached out to this customer to address their concerns and to resolve this matter. We believe we have proposed a reasonable settlement arrangement and will wait for the customer to respond to our offer. Our line of credit product is an interest only line of credit not a term loan. Minimum payments consist of interest and fees, including fees for optional services. We reviewed the customer's account and reviewed various arrangements and offers that were made. One arrangement was honoured but the other was not as the terms of the offer were not met. We do understand that there may have been some confusion around these offers and arrangements and we have made some adjustments to the customer's account which we have outlined in the email we sent to them today. 

• Initial Complaint

  Date:11/09/2024

  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.

  Aug 24. I clicked on the e transfer on Sept 8 for the 500 dollars and it would not work. The money is not in any of my accounts and I sent bank statements to prove that. Mogo Loans are making me pay 43 dollars every 2 weeks on money I did not receive. No one knows where the money went if it was a real e transfer.

  Business Response

  Date: 18/09/2024

  We are having a difficult time getting a hold of this customer to address her concerns. We advanced the funds on August 24th by sending an e-Transfer to the email address on the customer's account. We received confirmation directly from ******* that the e-Transfer was accepted the same day it was sent. This explains why, when the customer went to click on the e-Transfer to accept it, they were unable to do so as it had already been deposited. We have only processed one minimum payment at this time so the customer is not "paying $43 every two weeks". We have also waived the upcoming payment so we have additional time to try and resolve this. We have tried calling the customer on several occasions but receive a message saying "cannot establish the call, other party may be busy". We aren't sure what is causing this issue. We sent an email to the customer yesterday but haven't heard back yet. Very occasionally, we have customers that reach out and say they did not receive their funds and the first question we ask is, does anyone else have access to your email inbox? An e-Transfer can be deposited into any bank account so providing a bank statement doesn't assist us in determining what happened. We would love the opportunity to chat with the customer and troubleshoot the issue for her. She can reach out to us by calling the number in the email sent by ****** from Customer Experience / Resolution Team or by replying directly to the same email.

• Initial Complaint

  Date:12/08/2024

  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.

  Mogo has offers on it's loans to increase the amount, more like a credit card with high interest but money. My account is a ********************** Mini line of credit. At the time I applied my financial situation was ok but I needed extra cash, but since that time there was too many issues I dealt with in life. My employer had many layoffs and a parent was suffering from cancer. I had to find ways to balance and pay off some debt, or at least help me out. I took the mogo account out but in that time many things factored in for paying up the principle but kept the account in good standing. The account allows for non principled payments but it was a biweekly amount of $65. I'm trying to pay out the loan which is $2500. The $65 bi-monthly is paying interest and I'm not sure what else is in that payment. I've had this loan for over 4 years and almost 5 years now totalling about $7800 calculated for 5 years. There were instances I paid more than the $65 so the current amount is now $61. Mogo offers upgrades or amounts to increase it, they claim it's a soft check and they approve it according to income etc. In the last few months Mogo has been sending promotion to update and upgrade my amount, I agreed to the first instance since it was a preapproval. I got denied after sending them 30 days of bank transactions and my bank account number, address, payroll deposits even though I'm full time employed with a high pay rate they denied the application. I've already told them I needed the extra cash to get me ahead since I've just had surgery this was in May of 2024. Today Aug., 10 2024 I got the same text, I tried it once more because I needed the extra cash because finally I can start catching up on delayed payments. I've fully recovered and working my full weeks plus my income has increased, still 30 months of bank transactions told them my situation denied, this is a scam.

  Business Response

  Date: 13/08/2024

   The customer submitted this complaint before we spoke with him and this was already resolved by the time we received this official complaint. While we consider this matter closed, as a point of clarification the details contained in this summary are not accurate. Pre-approvals are not guaranteed and minimum payments include interest and fees for optional services.

• Initial Complaint

  Date:06/08/2024

  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 lost money because icash and mogo promised me ****** dollars if I buy Amazon cards and apple cards and my credit score would improve right away and get it in 10 to 15 minutes etransfer

  Business Response

  Date: 13/08/2024

  We sincerely regret to hear about the difficulties youve encountered. It appears that you have been targeted by a fraudulent scheme, and we want to clarify that Mogo was not involved in any communication with you regarding a loan.Unfortunately, fraudsters often use deceptive tactics to impersonate legitimate organizations, and asking for payment via gift cards is a well-known scam. We want to reassure you that no reputable business would request payment in this manner, and the email you received was not from a Mogo address. Our Fraud Specialist has already advised you to contact the credit bureaus and file a police report to help address this situation. We understand how distressing this experience can be, and while we are unable to rectify the situation directly, we encourage you to consult our help article on fraudulent activity available on our website at Mogo.ca, simply click on Help and search Fraud. This resource is designed to educate the public about these common scams and help prevent future occurrences. Thank you for bringing this to our attention, and we wish you the best in resolving this matter.

• Initial Complaint

  Date:28/06/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mogo sent me an offer for $3,500, which was helpful as I needed to purchase some products for my business. I went through the process & submitted all the documents they asked for. They came back asking for the following on one statement; name, address, bank account details, last two payroll dates. The problem here is that they want the last 30 days of ******** **** monthly statements are only available a few days into the next month. Because of this, it's impossible to give the last 30 days of history via a statement, with all that additional data. I sent this all via email to Mogo, and got zero response... just another brand new email asking for the statement. I responded again, attaching the document as requested. No response. Just ANOTHER brand new email asking for a statement. Sent this a third time, and then gave up to try and talk to someone via chat. I spent 45 minutes on a chat trying to get the folks to understand my issue... despite this being in all my emails sent, and the screenshots I sent them to prove the emails, I got zero help from their team. In the end, I asked if they were a scam and got no response. After this experience, I'm guessing that Mogo is actually not trustworthy, and strike me as a very intentionally predatory and unhelpful. Why offer to help people with finance help if you're not going to actually help people? Like, at all.Y'all are infuriating and I want to make a formal complaint. You are not providing the necessary guidance, nor are you listening to your clients.You want a certain kind of statement with certain details on them. To get that, I have to use my MONTHLY bank statement, which is only available after the end of the month. I do not have access to anything for **** as it is not over. Similarly, if I wait until next week to send over the statement, I will have received another payment for July at that point. So, it's impossible to give you what you keep asking for, and I've told you this three times at this point.

  Business Response

  Date: 03/07/2024

  We wanted to reach out to this customer to provide additional information about their experience but they requested that we never contact them again. They were sent several emails requesting a bank statement, one email clarified that while they did send a bank statement from one of their bank accounts, we needed the statement from the bank account that their income is deposited into. There was also an issue communicating the requirements of the bank statement, we require 30 days of transactions and the customer said that was impossible because they would have to wait until the end of the month to get the final statement. It was unfortunate that our agent did not provide alternate solutions such as pulling a list of transactions from their online banking profile. We let them know that we weren't seeing some of the emails they sent us and they concluded we were lying, unfortunately the agent should have clarified that there could be a technical issue on our end causing this that we need to investigate. We would love the opportunity to speak with this customer so we can gather more detailed information to discover what went wrong here so perhaps they will agree to our Resolution Team reaching out to them directly. Please let us know. Thank you.

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21910198
  
  I am rejecting this response because it is simply full of inaccuracies and fallacies... which I guess should not surprise me, given the aforementioned complaint. A couple of things to highlight:

  1. I requested they delete my account and all my data from their servers AFTER spending a ridiculous amount of time and effort corresponding with them via email and phone, and having them continue to harass me with MULTIPLE daily phone calls and emails. "they requested that we never contact them again" is an interesting way of framing that, in my opinion.

  2. They kept asking for a bank statement with two payroll deposits, the entire account and transit numbers available, alongside my name, address, etc.
  2a. My monthly statement for **** was not available yet as it was not the end of the month, I provided statements for *** and April.
  2b. I tried to explain that providing the statement for the last 30 days did not contain the full transit and bank account number.
  2c. I sent several other examples of statements I could export from my particular bank account that showed more than one payroll deposit, but did not contain the account numbers, etc. that they also required.

  Essentially, it was impossible to meet all of Mogo's requirements within one document using my bank's online portal. I figured providing multiple options from the same account would be sufficient to cross reference. But here we are. 

  Also, a quick question... if you didn't receive my emails, why were they quoted in some of the responses? 

  Sincerely,
  *********************

  Business Response

  Date: 10/07/2024

  We apologize if our previous correspondence was not clear. We acknowledge that mistakes were made by our agents in not providing alternate methods to supply the necessary information. This bank statement requirement applies to every customer that has to provide banking information so if we didn't have alternate solutions, no one would be able to meet those requirements. Unfortunately our agents made it impossible for this customer to provide the information they were asked for. This should not have happened, coaching has been provided to the agents involved to prevent this issue from occurring again. Yes it is correct that the customer requested to delete their account but they also clearly instructed us to never contact them again, here is the chat transcript in question.
  
  ********************* [08:11] Did you read my last message
  ********************* [08:11] It's not possible
  ********************* [08:11] So, delete all my personal data from your servers and databases
  ********************* [08:11] I want it all gone immediately
  ********************* [08:11] And for y'all to never contact me again
  ********************* [08:11] Thanks
  ********************* [08:12] I'll also be filing a complaint with the better business bureau as you've wasted four days of my time
  
  Regarding emails that were not received, this was based on multiple conversations with agents where the customer was stating they sent an email and the agent could not locate the specific email. We did not state that we didn't receive any emails we said we didn't receive "some" emails. If we didn't receive them, we can't speak to which ones they were. 
  
  In conclusion, we apologize for the experience this customer had. We have provided coaching for those involved. The experience was clearly not at the level we expect for our customers and we regret any inconvenience caused as a result.

  Customer Answer

  Date: 11/07/2024

  I honestly don't have the time or energy to argue anymore. But I will state that the company's response still contains multiple fallacies.

  Mogo team - As a note, I have a HubSpot tracker on all my emails :) Happy to show you that all my emails were opened by you, and I can even provide how many times it was opened. So, I'm curious what "some" emails even means. It's all quite vague. 

   If there's one thing I cannot stand, it's liars. My advice? If you can't prove it, don't state it. 

  After reading the other reviews on ******* Reddit and BBB, I'm also going to say a big "thank you" for not funding me. Given the awful experience of others, it seems like even paying a loan back to Mogo is a sh*tshow.

  Cheers,

  Ailsa

• Initial Complaint

  Date:13/06/2024

  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 registered with debt consolidation in order to consolidate my Mogo debt; the opening balance on this account was ********. After the debt consolidation office sent Mogo a balance update, Mogo confirmed that the account had been paid in full and sent a written statement stating that the account had been paid in full; however, I later learned that Mogo accounts had been sold to Easy Financial, and that Easy Financial is now collecting money and requesting reimbursement; this is unethical and fraudulent as I had paid money, Mogo sent paid in full confirmation, and now Easy Financial is asking me to pay them back after I have already paid Mogo.Mogo needs to get in touch with Easy Financing and resolve this as soon as possible.I have attached paid in full confirmation I received from Mogo

  Business Response

  Date: 20/06/2024

  Thank you for reaching out. We apologize for this situation and are actively trying to resolve it. We are in the process of reaching out to the debt consolidation company to review. It appears they sent us a paid in full confirmation to sign but the amount was incorrect and the payments received on the account fell short of the original repayment amount that was agreed upon. We have also reached out to the company that purchased the debt from us in February of 2020 and asked them to cease collection activity until we can sort this out. There is clearly some miscommunication here, there is nothing fraudulent or unethical, this is a misunderstanding that simply needs to be reviewed and resolved. We will work with the customer to resolve this as quickly as possible and apologize again for any inconvenience caused.

• Initial Complaint

  Date:30/04/2024

  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.

  I took out a $3400 loan, paid $200 plus a month thinking Im paying off the loan.. find out Im just paying interest. I stopped paying recently as im out of work. I have an employee constantly ********* me to pay up front, I agree to pay $200 on May 31st as Im back to work. They end up debiting $150 on April 29th and my account is now overdrawn.. I dont work at the moment and I said this many times, Im now in the negative and I was NEVER made aware of this $150 debit going out yesterday, I wouldve not agreed. Money is super tight at the moment and this has really affected me, I may take legal action shortly if it isnt resolved, I will not be paying this loan unless they provide me with a reduced amount to reflect the total I have paid to date.

  Business Response

  Date: 08/05/2024

  We have reached out to this customer directly to provide information regarding their line of credit. We have clarified that this is a line of credit and not a term loan. Minimum payments do not include any portion of the principal balance. We have proposed a few possible resolutions and have let them know we are open to reviewing any suggestions they may have to bring this matter to a close.

• Initial Complaint

  Date:30/04/2024

  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.

  I have been paying every month since 2020, and this month, my payment bounced which was accidental due to money in wrong account.
  I immediately got *********** emails, AND Mogo took the money out again! Just after the first NFS charge came out, making my rent bounce. Then charged me again, without permission, making my rent bounce for a second time! I am structured with my money, I just make a mistake. Now I'm behind in rent, and mogo is messaging me, ignoring my words completely, and just demanding money.

  Business Response

  Date: 08/05/2024

  Thank you for reaching out. We are happy to clarify the transactions that occurred on the account. On April 12th the regular minimum payment was processed and was returned NSF on April 16th. Our Payment Services team attempted recovery of the returned debit which is permitted under our pre-authorized debit agreement. This debit returned NSF on April 29th and is still outstanding. On April 26th the next regular minimum payment was processed according to the terms of your line of credit agreement. That payment returned NSF on the 30th. We have sent an email to the customer and hope our proposed resolution to bring this matter to a close will be satisfactory to the customer.

  Customer Answer

  Date: 08/05/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******