Complaints

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

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  goeasy Ltd

  510 - 33 City Centre Dr Mississauga, ON L5B 2N5

  
• 

  goeasy Ltd

  155A - 499 Main St S Brampton, ON L6Y 1N0

• 

  goeasy Ltd

  12 3112 17 Ave SE Calgary, AB T2A 0P9

• 

  goeasy Ltd

  16, 1500 Cranbrook Street N Cranbrook, BC V1C 3S8

• 

  goeasy Ltd

  3 2404 Centre St NE Calgary, AB T2E 2T9

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:13/05/2025

  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.

  received loan from easyfinancial 2019, for $2000,,i have bank statement showing total $6317 paid to easyfinancial,,in 12 month period, easyfinancial says i still owe on a $3627,,,,they owe me $2389 for over charging on my easyfinancial loan.

  Business Response

  Date: 15/05/2025

  Hello,
  
  Please note that your account was assigned to a third-party agency, ******* ******** ********, on May 9, 2021. Once an account is transferred to a third party, Easy Financial will continue to appear on your credit report for up to seven years.
  
  Our records show your last payment was made on January 8, 2021. Shortly after, we were notified that your account had been closed by your banking institution. We attempted to contact you for 90 days following this notice to resolve the matter, but unfortunately, we did not receive any correspondence from you during that time to make payment arrangements on the loan.
  
  If you have since resolved this debt with the third-party agency, please reach out to them directly regarding any credit reporting updates or disputes, as we no longer have access to your loan account.
  
  If you have any further questions, feel free to contact us at 1-*************
  
  Kind regards, 
  
  

  Customer Answer

  Date: 15/05/2025

  
  Complaint: ********
  I have bank statements showing geasy was paid $6317, goeasy owes me $2357, i will be glad to bring into their office and show proof, set time day,,i be there to collect my money,,,theres over 40-50 pages showing payments statement for each month, i dont owe a penny to goeasy, they owe me ,,,possibility of law suit is also pending, if my overcharged account with goeasy ist rectified very soon.

  Business Response

  Date: 19/05/2025

  
  Please note that you have completed three loans with Easy Financial under loan numbers *******, *******, and ********.
  Unfortunately, any banking information associated with these loans—covering the period from 01/08/2019 to 31/01/2021—will not be considered, as it is unrelated to the loan that was written off under loan number ********.
  
  Loans *******, *******, and ******** are all closed and in good standing.
  Loan ********, funded on 18/07/2020, had an original amount of $3,100.00 and is the only loan that fell into bad standing and was subsequently transferred to a third-party collections agency.
  
  Out of 18 attempted payments, only 4 were successfully completed. The remaining payments were returned due to NSF (non-sufficient funds), payment stops, or recalls. The last full payment we received was on 30/11/2020.
  
  As communicated previously, your account is now with ******* ******** ********, and they can be reached at 1-************. We no longer have any authority over this loan, and any disputes must be addressed directly with ******* ******** ********.

• Initial Complaint

  Date:05/05/2025

  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.

  I have an account with easy financial I keep receiving several calls from them and when I answer they don’t respond and hang up. This is starting to be harassment. I contacted the company and asked them to stop calling me as I do not want several calls that appear to be prank calls from their phone number. I explained if I keep receiving these calls I will file a complaint with the BBB.

  Business Response

  Date: 07/05/2025

  Easyfinancial is taking the opportunity to address the customer’s concerns. After reviewing their account, we noted that recent calls were made to offer the customer additional funds. However, as they have requested not to be contacted, we have added their number to our Do Not Solicit list. Additionally, we have informed our marketing team to ensure the customer's preferences are respected. We apologize for any incovenience!

  Please rest assured that the customer will only be contacted if their account requires attention due to arrears. If they wish to inquire about loan increases, term adjustments, or any other services, please feel free to reach out to us for assistance.
  
  If there are any other concerns or questions you may have, please do not hesitate to let us know. Thank you for your understanding and cooperation.

• Initial Complaint

  Date:23/04/2025

  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.

  the head office of easy financial has been calling me non stop 4-7 times a day multiple times a week. s i have been unable to pay my loan due to being on WCB and only making 1856/monthly and my bill are roughly 1600 a MONTH they required 171 a month which i cant afford as the remaining of my check is only 200 give or take depending on my bills and the amount they might be . when i told about my current hardship they told me to pay the balance as it is own and offered no viable solutions until a manager was able to be contacted after 16 attempts to get a manager to talk to me, i have recorded calls of almost each interaction with easy home and have been harassed with them calling me and hanging up after picking it up.

  Business Response

  Date: 23/04/2025

  Thank you for sharing what you’ve been going through. We’re really sorry to hear about the challenges you’re facing, and we understand how difficult it must be trying to manage your bills on a limited income.
  
  Please know that it’s never our intention to cause stress or make things harder. We're truly sorry for the number of calls you’ve received and the trouble you had reaching someone who could help. That’s not the experience we want you to have.
  
  We appreciate you being open about your situation. Based on what you've shared, we’d like to work with you to find a solution that makes things more manageable right now. One of our team members will reach out shortly to go over possible options.
  
  If you’d rather connect with us directly, feel free to call us at 1-************ We’re here to help.
  
  

  Customer Answer

  Date: 30/04/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  

  It took them until the Apr 28, 2025, 12:07?PM to email me anything to do with my complaint forwarded to you (BBB).
  I will be gather all the times and dates using my phone bill showing easy financial has been harassing with phone call claiming "the auto dialer has been calling me no employee's" or " employee's are going through a list of people behind on there payments" all of which none wanted to send me to a supervisor.

  i have recorded calls proving these employee's didn't care to help me or forward to a supervisor  after asking for one. 

  i will need time to provide all the proof of harassment which might give EasyFinancial enough time to figure out a fair solution for both sides but for now i will not accept these very very small attempts at "correcting" their behavior.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 08/05/2025

  Thank you for your message and for clarifying your contact preferences.
  We confirm that your phone number has been removed from all contact lists, and your account has been updated to reflect that email is the only approved method of communication. While we understand a previous representative indicated otherwise, please know that you have the right to control how you are contacted, and we have now ensured your instructions are respected.
  
  The recordings can be shared with our Resolutions Team at any time. Please note that all calls with Easy Financial are recorded for quality assurance purposes.
  We appreciate your continued cooperation with our Resolutions Team as we work together to assist you with your loan.
  We are committed to resolving this issue and will keep all communication via email as per your request.
  Kind regards. 

• Initial Complaint

  Date:16/04/2025

  Type:Sales and Advertising 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.

  Firstly I’m not co planning against go easy. I’m complaining about east financial office in airdrie alberta. They’re adress and number is 2*** **** ** * **** ***** ******** ** *** **** *** ************ 
  The first part of the complaint is about their service and misleading information. *** ****** **** ** *** ********* ** *** ****** ******* ** ******* ********** ** * ***** ** ****** **** *** *********** *** *** *** * ****** **** *** ******** **** *** ** ** *** ****** **** *** **** ****** ** *** *** ************** ** ****** ***** ***** *** **** **** *** ****** **** ***** ** * ****** **** *** *** ***** *** *** ** ***** *** ***** ****** **** *** ******* 
  here is the immediate first part of the complaint against misleading services as east financial: 
  
  Hi,
  I was dealing with the employee Sharan from the airdrie Alberta office for east financial about trying to get a loan.
  
  However, I wanted to double check if she did her job and did it right or legal and wanted to complain about it as she seemed to think I would get the loan if I submitted a more “contractie” document from my boss the CEO of a well established business even if she already had a letter from my boss confirming employment which is legal proof of employment in front of the law. My boss was on vacation that’s why she gave the letter but ****** insisted I’d probably get the loan to move if I bugged my boss on her vacation for a more contractie type document. 
  
  I had explained to her I don’t start until May and needed the money before so I can move. She said according to her experience I could probably get the loan to help me move before my start employment date in begining of May.
  
  She then said she forwarded my loan application and she was told I could not get the loan until I started working. Which was contrary to what she told me before that I could get it before my start date to help me move because that’s what I needed it for not after.
  
  I don’t trust her and don’t beleive she advocated for my need of the money to move before my start date. I feel she knew I couldn’t get the loan until after my start date and **** to me about that and she just wanted me to submit it so she can meet company quotas and get me as a client once I start working. I want to know and want you to investigate the following:
  
  1. Why did she tell me I could get a loan before my start date to help me move and maybe I couldn’t? Was she ***** just to get my application and then she knew that later she would tell me I have to wait until my start date? Because that’s not when I needed the money. I don’t like to be **** to. If you’re just trying to get company quotas and get my application later when I start working that’s not a valid or ethical reason to *** especially since I needed the money now to move. 
  
  2. Did she even submit my application for your reviewal or was she just planning on keeping the application until May after ***** to me when I start the job knowing that’s not what I wanted or needed…that’s too late. I needed the loan  before I start so I can have money to move. 
  
  If you can let me know about this that would be appreciated if not I had been told by financial overseers to complain to consumer protection. And I will if I don’t hear back from you. 

  Business Response

  Date: 12/05/2025

  An Easyfinancial Financial Service Representative assisted the customer in initiating a loan application at the branch. During the visit, the representative asked standard qualifying questions, including the loan amount requested, source of income, housing status (rent or own), purpose of the loan, net income, 90-day banking history, and obtained the customer’s consent for both soft and hard credit inquiries.
  
  After inputting the necessary information, the representative forwarded the application to our loan administration team, which conducts a pre-qualification review to determine potential approval or decline.
  
  The customer stated the loan was intended to support a move to another province. However, due to the absence of current employment, the application was withdrawn before proceeding to the hard inquiry stage. This step was taken to avoid negatively impacting the customer’s credit score, as she would not meet eligibility requirements without a verified income.
  
  Although the agent made every effort to assist, the customer did not provide all the required documentation. During their conversation, the customer mentioned the possibility of restarting the application if the CEO could intervene or modify the contract terms.
  
  Their intention is to offer assistance and collaborate toward finding a solution. Upon reviewing the correspondence between their staff and the customer, it is acknowledged that steps were taken in an effort to resolve the issues. Customers are encouraged to continue working with their staff to address any concerns regarding their loans. For further assistance, the customer service team can be reached at 1-************.
  

• Initial Complaint

  Date:15/04/2025

  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.

  Awful customer service, please look around at other companies for a loan. My loan payment is coming out a day earlier than it's suppose to and they ****** told me they won't change it. It's their mistake, and I am paying for it. Unbelievable, and on top of it two different " customer service " reps were very **** to me because I had the nerve to complain about then ******** me over like this

  Business Response

  Date: 17/04/2025

  Thank you for sharing the customer's feedback — Easyfinancial  truly value it. Easyfinancial apologizes for the inconvenience the customer experienced.

  We take such matters seriously and will provide the necessary coaching to our agents to ensure this does not happen again. We have also reached out to the customer directly to address their concerns regarding the early payment. We clarified that, as per the terms of the loan agreement, if a scheduled payment date falls on a weekend or public holiday, the deduction is made a business days prior to the payment date. 

   

  
  

  Customer Answer

  Date: 24/04/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  i asked repeatedly to speak to a manager to discuss the condescending and **** remarks from 2 different staff members.  I was told a manager would get back to me quickly. A week later there has been zero contact . Please i want this review on record so hopefully no one else will deal with Easy 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 20/05/2025

  Thank you for sharing the customer's response. Easy financial understand the customer's concern regarding the payment being debited earlier than the scheduled loan payment date. However, as previously communicated to the customer, according to the terms of the loan agreement, when a payment due date falls on a weekend or public holiday, the payment is always processed a business day prior to payment date. 

  We also reassured the customer that we take their feedback seriously. We continuously provide coaching and support to our agents to ensure they deliver the best possible service and maintain high standards of customer satisfaction.
  
  

  
  

• Initial Complaint

  Date:04/04/2025

  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 personally paid our agreed monthly amount via MONEY ORDER on Thursday, March 27, 2025. The very next day (Friday, March 28, 2025) Easy Financial Services withdrew the same amount out of my bank account, resulting in a DOUBLE payment and a bank NSF fee of $48.00. The money order was accepted by the Branch Manager, Mr. ***** ********. If this form of payment was acceptable, then why remove funds from my bank account the very next business day, when all they had to do is cash or deposit my money order payment into they're own bank account. I would like this second payment and NSF fee, be redeposited into my account.

  Business Response

  Date: 09/04/2025

  Easyfinancial is taking the opportunity to address the customer’s concerns and provide clarifications regarding their account.
  Following our review, we confirm that when the customer submitted the money order to the branch, the payment was already in transit and could not be stopped in time. We have informed the customer that we are willing to consider refunding the bank NSF fee as a one-time gesture, contingent upon receiving proof of banking by the end of the month. We have communicated with the customer and successfully resolved the issue. We sincerely apologize for any inconvenience this may have caused. Thanks

• Initial Complaint

  Date:02/04/2025

  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.

  In December 2024 I paid out this loan in full. They even refunded my over payment of $54 a week later. then a few days after that they tried to withdraw another payment of about $264.?? from my bank account. I figured it was a mistake. Then they contacted me saying I still owed them more money. I borrowed a total of $12000. Over the course of the loan I made payments of about $520 a month for over two years and then got a loan from my bank to reduce this insane 47% Interest rate. I asked the toatl due and they replied with $11,004.20. My bank sent them $11313..25 on November13, 2024. it a few days later, adding a couple hundred dollars to cover any interest from they short delay. So I do not owe any more money. I have paid them over $25000 on a $12000 loan. I want this removed from credit report and them to stop harrassing me.

  Business Response

  Date: 07/04/2025

  easyfinancial appreciates the opportunity to address the customer's concerns and provide insights into the remaining balance on the account. When the customer made a large payment to close the account, another payment was already in transit from the customer's bank account. Unfortunately, this payment did not clear, and we received an update from the bank a few days later.
  
  When a local branch agent tried to contact the customer to discuss the remaining balance, the customer indicated they were not willing to pay it. Considering the time taken to resolve the issue and the substantial amount already paid by the customer, the branch agent consulted with their Regional Manager. Upon reviewing the situation, the Regional Manager approved waiving the remaining balance, allowing the account to be closed and marked as paid in full.
  
  The customer was subsequently updated regarding the steps taken to close the account as paid in full.

• Initial Complaint

  Date:02/04/2025

  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 bought a bed and a mattress, in easyhome welland , the quality is really bad I can feel the springs of the mattress, I called to let them know easyhome sent someone. ( we didn't hear anything , 4 people at home ) they left a piece of paper under my door. After this I emailed them to solve this issue. They replied to me " we gonna be in touch with you within 24- 48 hours " I'm still waiting more than 2 weeks ..I emailed them 4 times with no reply from them And other thing happened. I have to pay $44 by weekly. One time I changed my bank card because was cracked. They couldn't yake my money so called me and emailed me . I gave them the new expiration date on my card . And they took 105 dollars instead 88 ( 2 installments ) I emailed them to ask why ..never replied to me I emailed them 4 times and nothing happens. So I'm very upset with this store . The experience is terrible , the service and the quality products is bad . To solve this I need a new mattress and an apologies from them . Felipe canifru

  Business Response

  Date: 08/04/2025

  easyfinancial values the opportunity to address our customer's concerns and provide clarity regarding the replacement of items. The company has reached out to the local branch to obtain an update on the status of the replacement process. The branch has confirmed their availability to visit the customer and replace the item on either Friday or Saturday, between 11:00 AM and 4:00 PM.
  
  Subsequently, the customer was contacted and informed of these available dates. The customer has indicated that Friday between 11:00 AM and 4:00 PM is suitable, as his wife will be home during that time.
  
  easyfinancial is committed to collaborating closely with the customer and the local easyhome branch to ensure this matter is resolved efficiently.

• Initial Complaint

  Date:25/03/2025

  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 am filing a complaint for a credit reporting error that has significantly harmed my financial situation. In January, I opened a loan. In May 2024, I received a loan increase, which should have closed the original loan. However, Easy Financial failed to report that closure, and for nearly a year, both loans were reported as active, inflating my debt. This error lowered my credit score, caused a mortgage denial, and may jeopardize my employment security clearance. In March 2025, a representative confirmed two active loans, and a supervisor admitted it was a mistake — but I was denied proper correction. Instead, I was sent a payout letter for the closed loan that included a nonsensical clause: “If your last payment doesn’t clear, this letter becomes null and void.” There are no further payments — this letter was meant to resolve the issue, but only made things more confusing. I was also sent an unprofessional email not acceptable for submission to a lender. I am requesting: A professionally written letter acknowledging the error Correction sent to ******* and ********** A 30-day account hold while the issue is resolved Forgiveness of my current loan balance as compensation for the harm caused Easy Financial has handled this unprofessionally and refuses to provide the documentation needed to clear my credit. I’m asking the BBB to assist in resolving this matter.

  Business Response

  Date: 06/04/2025

  This message is intended to address the concerns recently brought to attention regarding the customer's credit bureau. The following steps have been outlined with full transparency and a commitment to resolution.

  Firstly, easyfinancial reports the updated status of the loan, and it typically takes 30 to 60 days for the credit bureaus to reflect the "paid in full" status on the credit report. If the credit bureau fails to update the credit report accurately, the customer should dispute the inaccurate information with the credit bureau and the creditor providing the information.

  It has been confirmed that easyfinancial has initiated the process to ensure ******* accurately updates the status on the customer’s credit bureau. Additionally, a payout confirmation letter, signed and dated by an agent on March 31, 2025, was sent. easyfinancial has informed the customer that the letter can be used to initiate a dispute or clarify the loan closure with other institutions.

  Regarding the request to place a hold on the current loan, easyfinancial has explained that this action cannot be taken, as it would negatively impact the credit report and result in the loan becoming delinquent. However, easyfinancial has credited the interest from the last payment of $95.67, which was withdrawn on March 28, 2025, totaling $318.63, and applied the full amount toward the principal balance.

  Rest assured, easyfinancial is taking these concerns seriously and is dedicated to resolving any issues as quickly and efficiently as possible.

  For any further questions or additional information, customers are encouraged to reach out. Their satisfaction and understanding remain a top priority.

  Thank you,
  Customer Service.

  Customer Answer

  Date: 07/04/2025

  
  Complaint: ********
  
  Dear EasyFinancial Customer Service,
  I am writing to formally reject the most recent response provided by your team. While it presents the appearance of transparency and resolution, it fails to adequately address the core issues I have repeatedly raised. This situation involves not only credit misreporting, but also prolonged harm, internal **********, and ************** conduct by your staff.
  Here are the reasons this response is unacceptable:
  
  1. Failure to Acknowledge the Core Error
  Your message avoids directly acknowledging that the January 2024 loan should have been closed in May 2024 when I refinanced — as per your own contractual wording and standard practice. Instead, you treat the misreporting as a typical delay, when in reality, this was an internal failure to close a paid-out account. I have requested a letter that clearly confirms this error and confirms that I do not owe any outstanding balance — this still has not been provided.
  
  2. Blaming Me to Fix Your Mistake
  Suggesting that I should now dispute the misreporting with the credit bureaus myself is not acceptable. This error originated with EasyFinancial, and it is your legal and ethical obligation to correct it directly. Shifting that burden to me after nearly a year of damage is completely inappropriate.
  
  3. Minimizing the Harm and Extending the Timeline
  Stating that credit updates take 30 to 60 days ignores that the error has already existed since May 2024 — a full 10 months. I did not just raise this concern last week; I have been living with the financial and emotional impact of your misreporting for almost a year.
  
  4. ************** *** ************* Conduct
  The recent call with ****** included:
  Repeated gendering after I explicitly asked her to stop;
  Laughter in response to that request;
  Dismissiveness when I explained the discomfort and harm caused;
  And a refusal to acknowledge the issues with the letter or escalate the call.
  This is not acceptable conduct, and it reflects poorly on EasyFinancial’s handling of serious customer complaints.
  
  5. Refusing to Address My Request for Loan Discharge
  You continue to avoid the fact that I am requesting a full discharge of my current loan (approx. $6,000) as appropriate compensation for:
  Nearly a year of inaccurate credit reporting;
  Denial of credit and financial opportunities;
  Emotional distress and reputational harm;
  Time spent seeking resolution for something caused entirely by EasyFinancial.
  A small interest credit of $318.63 does not come close to addressing that harm.
  
  My Final Position
  Unless I receive by [insert deadline: 5–7 business days from today]:
  A corrected, signed letter clearly confirming the January 2024 loan was closed in error and that I do not owe any current balance, and
  A written confirmation that my current loan is being fully discharged as compensation,
  I will proceed to file formal complaints with:
  The Office of the Privacy Commissioner of Canada (PIPEDA);
  The Financial Consumer Agency of Canada (FCAC);
  The Ombudsman for Banking Services and Investments (OBSI);
  The Human Rights Tribunal of Ontario (HRTO) regarding the disrespectful treatment I received;
  And begin legal proceedings through Ontario Small Claims Court.
  I will not accept further delays, deflection, or token gestures. This issue must be resolved fully and professionally.
  

  Customer Answer

  Date: 07/04/2025

  Yes, they sent the letter- it was part of my complaint. It doesn't say it was an error on their part and that they forgot to close my account and they said it is null if I don't pay my last payment, which doesn't exist. 

  Business Response

  Date: 15/04/2025

  Thank you for sharing this feedback. easyfinancial acknowledges the concerns raised regarding the credit bureau error and is actively working to resolve the issue.
  
  It appears that the customer had requested easyfinancial to provide a letter confirming that a previous loan was paid out, as well as an acknowledgment of the reporting error to the credit bureau. In response, easyfinancial issued a letter confirming that the increased loan was paid in full on May 29, 2024.
  
  easyfinancial is currently investigating with ******* to confirm what was updated to the customers credit report.
  
  Regarding the credit bureau update, easyfinancial informed the customer that to suppress the credit report, a dispute must be initiated directly with *******. Once a loan is paid in full, the credit bureau receives an update, but any adjustments to the customer’s credit profile are ultimately the responsibility of the individual credit bureau.
  
  easyfinancial sincerely hopes this resolution reflects its commitment to addressing customer concerns and enhancing the overall experience. For any further questions or additional assistance, customers are encouraged to contact easyfinancial’s customer service team.

  Customer Answer

  Date: 22/04/2025

  Dear ********
  
  Thank you for your response. I would like to formally request that my complaint against GoEasy be reopened, as their delay is not simply a matter of ******* processing time, but rather a failure on GoEasy’s part to submit the correction at all for nearly a month — a fact they misrepresented in both internal and external communications, including to the BBB.
  
  GoEasy did not submit the correction in March – despite claiming they did
  On March 28, GoEasy's agent (*****) emailed me confirming that the operations team had attempted to update ******* but:
  
  “were unable to access your account… the request is currently on hold.”
  
  On April 16, GoEasy’s representative (******) told me repeatedly that the file had been escalated and corrected in March. She said this at least five separate times.
  
  But on April 21, in a follow-up call, ****** admitted:
  
  “We didn’t call ******* until today.”
  
  Which she did not provide any proof of or any reference number and later said they were attempting but hadn't actually called yet.
  
  This means their April 7 statement to the BBB — that the correction had already been submitted — was knowingly *****. Their manual attempt hadn’t even begun until weeks after my complaint was filed. So the delay was not caused by ******* — it was caused by GoEasy’s inaction and misrepresentation.
  
  GoEasy misrepresented their progress to both me and the BBB
  Their April 7 BBB response stated:
  
  “It has been confirmed that EasyFinancial has initiated the process to ensure ******* accurately updates the status.”
  
  But:
  
  No correction had been submitted at that time,
  
  No contact with ******* had been made until April 21,
  
  And their own team admitted the file was still “on hold” internally.
  
  This was a ***** assurance, which misled both me and the BBB into thinking the issue had been resolved — when in fact nothing had been done.
  
  ******* confirmed no update had been received
  I contacted ******* directly and was told:
  
  No update had been submitted by GoEasy as of mid-April,
  
  If GoEasy had submitted it in March, as they claimed, the update would have already been reflected on my file,
  
  Corrections submitted by furnishers directly are typically processed in under 5 business days and very rarely take up until 30. 
  
  If they had submitted the request as they'd claimed it wouldn't be showing on my report anymore.
  
  The first two letters provided by GoEasy were unusable
  BBB’s message suggests I use the payout letter to escalate with *******. However, the letter included a clause stating:
  
  “If your last payment does not clear, this letter becomes null and void.”
  
  This clause makes the letter legally ambiguous and not fit to use with credit bureaus or lenders. While they have taken that clause out, the letter is useless as it is dated April 1, 2025 and the account is still showing on the account which makes the letter seem falsified and the letter doesn't change the negative impact on my credit score. 
  
  Impact on credit and employment
  This misreporting:
  
  Lowered my credit score by over 30 points,
  
  Led to a mortgage denial, and
  
  Delayed a security clearance for my job that would have allowed me to increase my work hours.
  
  This harm was entirely preventable — and would not have occurred had GoEasy submitted the proper records in the first place. It would also now be higher if they had submitted the correction when they claimed they did.
  
  ******’s conduct was dishonest and discriminatory
  On April 1, ****** (a GoEasy representative) emailed me:
  
  “The operations team is actively working on updating your credit bureau with *******.”
  
  That was ***** — as noted above, the correction wasn’t even attempted until April 21. Her 30–45 day estimate was a delay tactic and used to mislead me into thinking the issue was resolved.
  
  Worse, during our phone call, ******:
  
  ******* ** ******* ******* ***** **** *** *** ******** ** ** ** ******* ** ***** **** ***** ***** * ***** *** ** ***** *** **** ********* **************
  “Okay. And that’s what you’re gonna go off of, or we’re just gonna try to figure out your loan and the payout letter?”
  
  Her tone was dismissive and *************** I should not have to choose between being disrespected and having my financial issue resolved.
  
  
  I am requesting the BBB to reopen the complaint based on:
  GoEasy’s ***** statement that they had submitted the correction,
  
  Their failure to take action for nearly a month despite acknowledging the error,
  
  Their submission of a misleading letter not fit for use with *******,
  
  And the financial harm and reputational damage caused as a result.
  
  Please reopen my complaint so that GoEasy can be held accountable for the delay, ***** reporting, and ********** — not simply the speed at which ******* processes an update that GoEasy didn’t even send until April 21.
  
  Sincerely,
  ******* *****
  

  Business Response

  Date: 07/05/2025

  This customer matter has been escalated and addressed with the senior management and legal team of easyfinancial services to investigate the customer's concerns and find an amicable resolution to the matter in the end.

  A resolution was agreed upon with the customer and company and no further action is required through the BBB at this time.

• Initial Complaint

  Date:21/03/2025

  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 am writing to report an unauthorized withdrawal from my CIBC checking account # ******, by easy financial services Inc, located at ***** ******** *****, Edmonton, AB ****** In fact, on date of Nov 29, 2024 an unauthorized withdrawal from my checking account of $20.99 was made by this institution with no reason, since the loan I had with it, was paid fully in October 23, 2024. So, following this unauthorized withdrawal, I went to see the responsible of this branch to discuss the reason of this withdrawal. The responsible of the branch, after hearing my concerns, apologized and promised me to reimburse the amount taken from my account and, to stop any further withdrawals. I believed him, and i left his office thinking that everything will be sorted out. Then, some time later, to my great surprise, not only, there was no refund, but another withdrawal of $20.99, was made, from my account, on December 31, 2024. Again, I went back to see the same responsible and the same scenario repeated itself: excuses, promises of reimbursement and the cessation of new withdrawals. Then again, some time later, no only there was no promised refunds, but another withdrawal of $20,99 has been made shamelessly, by this branch, on January 31, 2025. So, following this new withdrawal, I decided to contact the headquarters of this Branch in Ontario. After my call to the head office, I received a call from the same responsible of the ******** ***** branch asking to come to see him and resolve this problem once and for all. When I went to see him, the same robotic scenario was repeated and played again : apologies and reimbursement. Unfortunately, everything that was promised was just deception, since another withdrawal of $20.99 was, also made on February 28, 2025. ** *********** * ******** *** ***** ************ *********** **** ** ******** ** *** **** ** **** ********* ******** **** ******** ********* ******* ***** ********** **** ***** ** ******

  Business Response

  Date: 26/03/2025

  Thank you for bringing this matter to our attention. easyfinancial sincerely appreciates the opportunity to address your concerns regarding the unauthorized withdrawals from your account.
  
  Upon reviewing your case, easyfinancial acknowledge that there was a misunderstanding which led to the continued charges for the Credit Optimizer (CO) standalone product, despite your request to cancel this service at our local branch. This oversight resulted in multiple unauthorized withdrawals from your account.
  
  After a comprehensive investigation, easyfinancial have confirmed these errors and are committed to resolving this issue promptly. easyfinancial will refund all the payments incorrectly withdrawn from your account. The cancellation of the CO service has now been fully processed. You can expect to receive the refunded amount within the next 3-5 business days.
  
  easyfinancial apologize for any inconvenience this situation may have caused and appreciate your patience and understanding as we work to ensure this does not happen again in the future.

  Customer Answer

  Date: 03/04/2025

  
  Complaint: ********
  
  I am rejecting this response because: 1), Easy financial services did not comply with my request to reimburse me the amount they deliberately took from my account with the same interest rate that they charge others for a loan, namely : 46.99%. 2). The manager I spoke to on the phone, from the head office, and to whom I explained the situation simply cut me off, shamelessly. And when I tried to call back to continue the conversation, the latter has simply ignored me to this day. 3),This behavior, on the part of Easy Financial Services’s  Manager , denotes a lack of professional awareness and a sense of responsibility that I will not tolerate.
  Sincerely,
  
  ** ****** **********