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

  797 Queen St W Toronto, ON M6J 1G1

• 

  Mogo

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

• 

  Mogo

  2100 401 W Georgia St Vancouver, BC V6B 5A1

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:07/11/2022

  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've been a user of the Mogo Prepaid **** for over a year without issue. Suddenly on Oct. 13, 2022 I was unable to login to my account using the app or on the website.
  I sent a message through their website - no response after 3 days.
  I chatted with a representative who couldn't help me but assured me someone would contact me within 3 days.
  On Oct. 19, 2022 I received an email that says my account has been temporarily suspended because I have a **** phone number. In the email, they said they had tried to contact me, but that it went unanswered. I did not receive any such contact. They want a Canadian Cell or landline phone number and a copy of a Cell Phone or landline bill.
  I have replied to their email indicating that I have a prepaid Cell service so there is no bill. I only have a **** number as my home number. I have had the **** number for 10+ years. I have asked for an alternate way to verify me but they refuse to answer. I have emailed them Oct. 20, 2022 and Oct. 31, 2022.
  They do not have a phone number for me to call, and they specifically said in their email that they will only correspond through the ************************* email address.

  Business Response

  Date: 14/11/2022

  We have reached out to this customer directly and believe we have resolved their concerns. We had emailed the customer explaining the action that was taken on their account. 

  Customer Answer

  Date: 15/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Mogo are liars, not a recommended product or service.
  
  This particular issue is resolved and I have been able to get into my account. 

  Mogo only reached out to me, because of the Better Business Bureau complaint.   Mogo lied repeatedly about calling me.  Mogo lied and said they didn't have a phone number for me to call, and yet Mogo gave me a number to call when they emailed me after the BBB contacted them.   Mogo said they never received any of my email correspondence, they definitely have customer service and technical issues to resolve.    I would not recommend anyone use Mogo products or services and have told a number of people that.  

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

  Business Response

  Date: 18/11/2022

  The Member reached out to us October 14th and we emailed them October 19th to provide them with instructions to remedy the situation. Unfortunately the emails that the Member sent in response were blocked by our spam filter due to an advertisement contained in the footer of the emails. We have now located these email and see that the Member did provide the info we were looking for. Our staff try to provide the best and most relevant information to our members but we do not generally provide inbound phone numbers. Rather, individuals within departments will provide a phone number as a last resort to facilitate communication in order to resolve concerns. We are an online company and channel all of our communication through online channels at all times. Unfortunately this situation was complicated by the advertisement in the email and our spam filter. We apologize for any inconvenience that was caused. 
  

  Customer Answer

  Date: 19/11/2022

  
  
  Better Business Bureau:
  
  
  you may close the complaint.  thank you for the assistance, BBB.  Much appreciated. 
  
  
  
  Sincerely,
  
  
  
  **** *********

• Initial Complaint

  Date:04/11/2022

  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.

  In January I received a payday loan for 500 and we missed into thinking that biweekly payments have been going towards my balance when it wasn't at all. No where on the website (my account) is there my balance. Since then I have paid well over 500 in interest which is criminal to me. None of the payments have been going towards my balance whatsoever ever. I think is is a morally corrupt business practice and I have emailed multiple times asking for my balance and no where is there a direct line to speak to someone. I think my all of my payments (biweekly) should have been going towards my balance.

  Business Response

  Date: 04/11/2022

  We have reached out directly to this customer to address their concerns and resolve any misunderstanding regarding the product they have. Mogo does not offer any payday loan products.

• Initial Complaint

  Date:17/10/2022

  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 have used MOGO for years, and recently paid off $3.5k in mini loans over a 2 month period. I have been peppered with emails about being pre approved for the same amount. I started on chat (no phone numbers to call or contact that I can find) with this loan on September 28th. I have provided answers to the same questions 3x now, such as current employment, contact info, etc, all completed by October 1st. I have been in chat now over 10x since asking for a manager callback, and being promised same each time, and have only got 1 call back this past Monday from a "supervisor" who knew nothing. No ability to communicate, and worse could not explain why $1500 borrowing would be $35 2x a month and I was paying $45.47 2x a month for $2500. It doesnt take a genius to know these numbers are off. Since then, I have received 2 emails saying your loan needs 1 more step, I go into chat to finalize as they say and no loan. There have been nothing but excuses and missed timelines. I have requested a senior manager callback over 10x now in chat as well, and have been outright lied to because they never happen. Its bad enough when you have to borrow at 47% (recent quote 57% not sure this is ok either??), then customer services lies to you about it over and over. They even told me in emails they were trying to call me with no response. Its 2022, we have call logs and again its only happened one time and the "supervisor" could not communicate anything clearly.

  Business Response

  Date: 21/10/2022

  We have reached out to this member directly to address their concerns and believe this matter has been resolved.

• Initial Complaint

  Date:26/09/2022

  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 acquired the loan off of mogo financial of $1800 June 3 2021. I have been in good standings with my payments a few late payments but not missing any, I also bought the insurance on the loan if anything should happen, as it was covid. I got the loan so I could change jobs and head to Alberta to work. As I live in BC. While working in Alberta I was in a bad car accident which has left me paralyzed from my waist down. This happened October 10 2021, from then until I could reach MoGo my earliest convenient time was November 29th 2021. Which I was still in the hospital but I explained my situation and got some money to them at that time and then ask what my next step should be. Suki A****** was very helpful I sent me the paperwork to file my insurance but like I it was explained to her that I don't have a way to get to my doctor's at the moment and everything was really hectic so we had a conversation back and forth. then I was emailed By Suki A****** stating that my case was closed May 24th 2022. So at this time I assume that my loan was written off, because in the email it didn't state anything else but that my case was closed with MoGo. I then get an email 4 months later stating that they're going to send my loan that I haven't paid to collections in 48 hours and then explained it I got this email that said that case was closed and they didn't want to hear anything of it they threw it into collection right away without letting me do a formal complaint with them or anything or talk to anybody about this they just said that that email referred to a conversation I had not through email but when I asked for reference for that conversation they couldn't give it to me and they put me right to collections it's not right the case was closed and I have proof I have all the emails.

  Business Response

  Date: 27/09/2022

  Thank you for your feedback. Our Resolution Team will be reaching out to you right away by email to review your concerns and we are confident we can come to a satisfactory resolution. The email you referenced as saying "your account was closed" is related to the Support Case that was created upon your initial inquiry. The email states "your case is now closed" not "your account was closed". This was in no way referencing your account balance but only your inquiry. In fact one of our Managers emailed you and explained this in detail. That being said, we are happy to review your account as a whole and come to a resolution. Please watch for our email and reply directly to it.

• Initial Complaint

  Date:21/09/2022

  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 Financial has a bad debt on my ******** 
  This debt has been paid for over 3 months which is the timeframe it MUST BE REPORTED.
  
  Mogo needs to report the bad debt paid and stop hurting my credit when they have been paid everything owed.
  
  I took accountability for my actions and paid. It's time for you to do your job and report it.

  Business Response

  Date: 03/10/2022

  Thank you for reaching out. We contacted the agency to ask why this debt was still listed on your credit bureau and they apologized for the oversight and have sent updated information to the bureau. Listings can take up to 30 days to be updated on your bureau record. If your record is not updated within 30 days of today's date October 3, 2022 please contact us directly at *************************** 

• Initial Complaint

  Date:08/08/2022

  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.

  Hi, I am currently a MOGO Financial Customer who uses a prepaid credit. On Sunday 07th. August 2022 my credit card was compromised. There were a charge for $20.00 US ( $26.63 Cdn.) by a merchant name ***** ******* ***. I then called MOGO Customer who advised me to call back as early as possible Monday 08th. August 2022. Apparently I called the after hours line so they couldn't dealt with my concern. On Monday 08th. August 2022 I called the office around 09:00am and spoken to a representative. The representative wanted me to contact the merchant and request a reversal of the payment. I clearly told the representative that I won't even attempt to call the merchant because I am a resident of Canada and this is obviously a fraud taken place. I then reminded the representative that its MOGO duty to done the necessary investigation, not the customer's duty. This is totally ridiculous and irresponsible for MOGO to be advising their customers to pursue suspected frauds done internationally. After insisting that I wont call the merchant the representative then said that she can also file a dispute on their end but it will take weeks and months. Based on her response I am not confident that MOGO is willing to find an immediate solution therefore I am asking for your intervention. Thanks for your assistance.

  Business Response

  Date: 10/08/2022

  We have been in touch with this member. This is definitely not the process that should have been followed and we will provide coaching for staff members involved. We believe the issue has been addressed but is still ongoing as an investigation into fraudulent charges has been launched with the card processor. We apologize for the experience of this member, this was not up to the standard we expect for our valued members.

  Customer Answer

  Date: 12/08/2022

   
  
  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. However I will inform BBB if there is no refund following MOGO investigation. This is a fraud committed so I have no choice but to wait after the investigation. 
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:04/08/2022

  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.

  Was approved for mini loan for $500. I have yet to receive funds and my emails have all gone unanswered. They advertise same day etransfer yet it has been 2 days. Beginning to wonder if this is a **** to get personal information. No email exchange at all. If the issue is not resolved ASAP I have requested that they cancel the loan. Not a good way to do business in my opinion. Doesn’t create confidence at all.

  Business Response

  Date: 12/08/2022

  Funds were sent the same day this complaint was filed. Unfortunately the customer entered their banking information into the system incorrectly so we had to reach out to them to get the correct banking information which is why there was a delay.