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:23/11/2022

  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.

  I am refinancing my first mortgage, as a result, my mortgage company needs to pay off the 2nd mortgage that I have with Easyfinancial however even after my lawyer submitted the forms Easyfinancial requested to get the payout they have still not provided the payout statement. My mortgage closing date has now passed and my mortgage is in limbo, I am locked financially and cannot move forward... Basically on paper I'm now homeless until this is resolved... The local branch has advised me that they submitted all the documentation to head office however they have not heard back anything. we are now being given the run around.

  Business Response

  Date: 24/11/2022

  Easyfinancial would like to address this recent complaint. A member of our resolutions team has investigated. On November 16th the payout statement was generated. The branch does not create statements when a customer requests to pay out a secured loan. They have to request one as there are extra fees calculated when paying this out. This then gets sent to the branch and customer when completed. As of November 21st, the customer’s loan has now been paid out. If the customer would like to discuss this process more with us, they can contact our resolutions team at 1-************. 

  Customer Answer

  Date: 24/11/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, since the complaint was filed the payout was obtained. It was received after the mortgage closing deadline and the company also processed a payment after the payout was received. Contact has been made, they will reimburse the payment and close the file.  
  

  This matter is now resolved. 

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

• Initial Complaint

  Date:09/11/2022

  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.

  I made a huge mistake and took a loan from easyfinancial at almost 47% interest. Though I was consistently making $314.82 payments every month, my loan was never going down. Thankfully my parents decided to step in and help me. A hard lesson learned. On 09/09/22 my mom and I went into easy financial at the Nanaimo branch location to get the pay out balance printed and emailed to us so that we would have proof of the exact amount owing. She also asked how we can be sure that the account will be closed and the teller told us that we just need to pay off the balance owing that's it. I had my "last" automatic payment of $314.82 come out the day before we went in on 09/08/22. The payout amount provided to us was $4825.45 on 09/09/22 with instructions on how to make a payment through etransfer. My mom's bank only allows her to etransfer a small amount each day so she paid them $2415.00 that same day on 09/09/22 and the final amount $2417.00 on 09/10/22 the next day through ***** ******* ******* etransfer. The amount she paid equals $4832.00. My mom had added an extra $8.00 because they charge me $8.00 a day in interest also keep in mind that my last automatic payment was made the day before our payout balance was issued..meaning that WE actually should have recieved a small overpaid balance back from them. Well.. yesterday evening while reviewing my banking information I noticed that yesterday nov 8/22 easyfinancial withdrew another $314.82! Then looking back further I can also see that they had withdrawn another $314.82 from my account back on October 7th as well! I went online and logged into the old easyfinancial account and to my shock it shows that my loan is only 68% paid!! and I still owe them $1980.10!! I have NOT recieved any additional loan from them since paying them off in September 2022! Please help us to retrieve the money that they stole from my account and close out the account permanently! I also do not want them contacting me. Thank you so much. ****** *

  Business Response

  Date: 18/11/2022

  Thank you for taking the time to reach out to us here at easyfinancial. In this circumstance, the customer reached out to her local branch to inquire about her balance with intention of paying out her loan. Once provided the balance the customer made 2 separate payments via e-transfer. One was for $2,415.00 on September 10th and another for $2,417.00 on September 12th. Due to a clerical error, only one payment was received and applied to the loan leaving her account open. After a thorough investigation and speaking with the customer we have been able to locate the payment and paid the loan in full. We apologize for the delay and any inconvenience we may have caused. The customer should expect to receive a refund for the two payments that were withdrawn from her account. Once the funds are sent it will take 1-3 business days to be deposited into her bank. If there are any more comments, questions, or concerns please don't hesitate to contact us at 1 *** *** *****

  Customer Answer

  Date: 18/11/2022

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

• Initial Complaint

  Date:03/11/2022

  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.

  I have contacted this office a few times, most of the women have been helpful but I found one to be very unprofessional. Now I have contacted the office a few times just today trying to pay off my loan in full and they are more concerned with me calling my bank and upping my debit amount instead of actually helping me do it the way I want to. I am being charged over 10.00 a day to have this loan. So the longer this takes the more I am stuck paying. I’m assuming they make more if I don’t pay early. Attached are copies of me trying to get my account information to pay through my bank like I would any bill payment. And still no answer on how to do this or any nam signed to the email so I could file a complaint with the name. I don’t think I should have to pay for the extra days when paying through my bank account. We should be able to call with a reference number so all interests is stopped and I also shouldn’t be charged because the staff isn’t giving me the information on the same day I asked for it. So frustrating. I will never get a loan through this company again. And I am a good customer. This is the second loan I have gotten and paid off early. Never again.

  Business Response

  Date: 16/11/2022

  Thank you for contacting easyfinancial and informing us about the experience you had with our company. We review each customer’s feedback and always encourage customers to leave honest reviews of our services. We are sorry to hear that you had a negative experience and apologize for the delays and any inconvenience we may have caused. Since the time of this posting, a Resolution agent has been able to speak with the customer and address her concerns. We can confirm that easyfinancial received a payment on November 1st, 2022 which paid out the loan in full. At this time there is no further financial obligation for the customer. Easyfinancial has sent the customer a payout confirmation letter and wishes her all the best. If there are any more questions, comments, or concerns please contact us at 1 *** *** **** Monday to Friday 8 AM- 8 PM.

  Customer Answer

  Date: 16/11/2022

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

• Initial Complaint

  Date:03/11/2022

  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.

  On June 28, 2022 I decided to pay out my balance of $539.24 owing to Easy Financial. I made a cash advance on my Line of credit from **********. I did a bill payment from my ****** account. Easy Financial claims they never received. Today ********** informed me they can prove bill payment was accepted as the authorization # is ****** and the Ref #confirming acceptance is ***********************. I have sent Easy Financial, screen shots of the bill payment and also of my statement showing my payment. They deny receiving any payment. I would appreciate some assistance in getting my money back as I paid them out in July as I was told I would get reimbursed once they found initial payment.

  Business Response

  Date: 08/11/2022

  easyfinancial appreciated all feedback from our customers and will do its very best to support them when personal loan account issues arise. The complainant has been contacted by the easyfinancial Resolution Team with the customer confirming during a phone call that they had received the requested refund successfully which was deposited into their bank account the following day after submitting their BBB comment, as they had already started an initial review with the customer care team. An incorrect loan number was used by the customer when the remaining payout payment was made by them, thus the funds were in a state of limbo until they were located, followed by a refund payment request being processed and sent. The client has considered this situation closed with no further action required at this time. We apologize for any inconvenience the delayed wait for answers may have caused during our investigation. 

  Customer Answer

  Date: 08/11/2022

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

• Initial Complaint

  Date:03/11/2022

  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 paid my account in full in August of 2022. I overpaid by $350 (approx.) and have never received my overpayment/refund. I had called their customer service in September/October asking about my refund and never received an answer. I called again late October and was told an auto deposit of my refund could happen. October 29th I called again, but no one had "responded to the email request" made by one of the agents and no supervisor works on the weekends. I called this morning and was met with the supervisor telling the agent that "they get 100s of emails a day, they will have to wait until I read it". I asked to speak to a supervisor but they "don't take calls". I just want my refund and I don't think it should take this long to process. If I were to miss a payment or something similar, the circumstances of them getting their money would be different. How is it I have to come to the BBB to complain for my refund?

  Business Response

  Date: 04/11/2022

  Thank you for bringing this matter to our attention. Easyfinancial can confirm the customer paid out his account loan on August 8th in the amount of $11,089.00. This left the account overpaid and the customer was owed a refund. Easyfinancial takes full responsibility and we apologize for the delay in refunding the customer. We can confirm as of November 3rd, 2022 we have sent a refund of $356.66. The customer can expect to receive the funds in 1-3 business days. Please accept our apology for any inconvenience we may have caused. If there are any other further questions or concerns please call us at 1 *** *** ****.

• Initial Complaint

  Date:31/10/2022

  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.

  Agent **** to sell me creditoptimizer. I was told at the time by the agent their finance department said my credit score was 550, THEIR creditoptimizer shows my credit score is 750 and I have sincere doubt it went up 200 points in 2 weeks. ********** ********.

  Business Response

  Date: 07/11/2022

  Easyfinancial would like to address this complaint. A member of our resolutions team has investigated the application and tried to reach out to the customer. On the application, there is a risk score. The risk score on the application for this customer was 556. This is what the agent was referring to. A credit risk score is not the same thing as an actual credit score. If they are not happy with the optional Credit Optimizer product, it can be canceled at any time by calling your branch or our customer service team. If the customer would like to discuss this further, she can call the resolutions team back at 1-************ 

• Initial Complaint

  Date:27/10/2022

  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 sept 2021 i did a loan top up it came to 7000 in july 2022 they refinanced because i got 6 deferrals and i was paying by weekly so when they refinanced now i pay 518 once a month and now my loan is 8000 but i didn't get anymore money they added the deferrals does that sound right?

  Business Response

  Date: 01/11/2022

  We understand the customer was able to speak to a member of our resolutions team to help better understand the customers concerns.

  The customer had explained that she called to understand why the balance on the loan was higher than the principal balance at the time of the refinanced loan, unfortunately the customer felt that her question was not answered to her satisfaction and was left without understanding the cost of borrowing and how a skipped/missed payment will affect the overall balance.

  Our conversation with the customer included a breakdown of the impact on the loan balance if a payment is skipped or missed and not made up in a timely manner. The customer was educated on the cost of borrowing, the difference in principal balance and the loan balance which includes any fees and interest owing as per the contract. The customer was given options to pay the loan faster and lessen the impact of interest accumulating on the loan.
  We thank the customer for bringing this to our attention, and allowing us a chance to identify and address gaps in training to further our pursuit of providing a great customer service experience. 

• Initial Complaint

  Date:18/10/2022

  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.

  On Wednesday October 12th, 2022, I applied using the online portal for informational purposes about their loans; I did not have any intentions of utilizing their services. Since the website claimed that: "No, applying for an easyfinancial loan will not affect your credit score. We can approve you based on a soft credit inquiry which allows you to see how much you qualify for before deciding to proceed with the final steps of your loan application. Only when you decide to finalize your loan, will we need to pull your full credit report which is known as a hard inquiry.", I assumed that this would indicate a soft credit inquiry. I have become aware that the business has conducted a hard credit inquiry on my ********** account without my express authorization. As I did not authorize the credit inquiry, and emailed the local branch (****** *****) indicating that I was not interested in their services nor would I be proceeding with finalizing any loans, I do not believe it was proper for them to have made a hard credit inquiry. **** *********** ** * ***** ********* ****** *** having a hard credit inquiry from such a business is a blemish that guarantees any financial institution will not do business with me for a prolonged period of time. Again, I reiterate that I had only applied with their portal for informational purposes to see what kind of ********* lending they were doing. As per the business's own advertising, since I did not proceed with the final steps of the loan application and did not finalize any loans, there is no authorization for a hard credit inquiry and I request amendment to my credit report. I do intend to address this to the fullest extent, including legal action.

  Business Response

  Date: 28/10/2022

  We can appreciate that a potential customer would be curious and have questions about our business and a desire to be informed before making a buying decision. Our website, customer care centre and branch staff are well equipped to have this conversation and to answer any questions a consumer may have. Completing an application online is only one step of the process, we encourage consumers to research our services on the several platforms we make available to do so. We are happy to have a conversation and help the consumer to make the best lending decision.
  As part of the WEB application process, a soft inquiry is advertised, if the applicant chooses to continue with the application, the customer is then presented with terms and conditions to agree to a hard inquiry.
  We would like to add that the applicant has applied in the past, however each time the applicant spoke to a representative they decided to withdraw the application on the following dates,
  September 20th, 2016, WEB application
  July 5th, 2022, Through ****** ******, via phone call.
  October 12, 2022, WEB application
  The most recent application from October 12th, 2022, continued beyond the hard check, the applicant proceeded by supplying banking statements to continue through the process and further validate income. Which implies interest, the staff would be prompted to reach out to the applicant to continue the application with the staff.
  We would like to remind the applicant that we are obligated to report accurate information to the credit bureau, as it will affect the score overall, we suggest the applicant reach out to a potential lender to discuss further before completing an online application to avoid unnecessary hard inquiries on their credit bureau profile and to reach out to ********** customer care to help understand how an inquiry can affect one’s future ability to obtain credit.
  All documents supporting our position have been uploaded for review. 

  Business Response

  Date: 28/10/2022

  We can appreciate that a potential customer would be curious and have questions about our business and a desire to be informed before making a buying decision. Our website, customer care centre and branch staff are well equipped to have this conversation and to answer any questions a consumer may have. Completing an application online is only one step of the process, we encourage consumers to research our services on the several platforms we make available to do so. We are happy to have a conversation and help the consumer to make the best lending decision.
  As part of the WEB application process, a soft inquiry is advertised, if the applicant chooses to continue with the application, the customer is then presented with terms and conditions to agree to a hard inquiry.
  We would like to add that the applicant has applied in the past, however each time the applicant spoke to a representative they decided to withdraw the application on the following dates,
  September 20th, 2016, WEB application
  July 5th, 2022, Through ****** ******, via phone call.
  October 12, 2022, WEB application
  The most recent application from October 12th, 2022, continued beyond the hard check, the applicant proceeded by supplying banking statements to continue through the process and further validate income. Which implies interest, the staff would be prompted to reach out to the applicant to continue the application with the staff.
  We would like to remind the applicant that we are obligated to report accurate information to the credit bureau, as it will affect the score overall, we suggest the applicant reach out to a potential lender to discuss further before completing an online application to avoid unnecessary hard inquiries on their credit bureau profile and to reach out to ********** customer care to help understand how an inquiry can affect one’s future ability to obtain credit.
  All documents supporting our position have been uploaded for review. 

  Customer Answer

  Date: 28/10/2022

  
  Complaint: ********
  
  I am rejecting this response because: The customer appreciates that the business has purported that the "uploading of bank statements" indicates that the customer intends to "finalize" their loan, but the page which asks for the customer's banking information is advertised to the customer in a misleading way which appears to only be required as an additional form of identity verification (especially considering that a business cannot legally require a customer to provide their SIN). I again reiterate that the business's website indicates that a hard inquiry would only be required upon the customer's indication of interest to proceed with the loan. By common sense judgement, one would believe that this would entail that a customer had been provided with the particulars of a loan (i.e. term, interest rate, monthly installments) prior to the completion of an application. In addition to this, the customer was requested by the business's web application portal to receive a callback from one of its agents. This indicates to me that the loan had not been in a finalized state and the customer myself, had not been provided with any details of preapproval or the terms of any prospective loan. As such, a hard credit inquiry would have been inappropriate per the circumstances mentioned above. No customer could be reasonably expected to have proceeded with the finalization of a loan without first having been provided with the terms of the loan beforehand. In anticipation of the business's argument that this process would have been completed upon contact with a representative, at which point the hard credit inquiry could have been completed had I been reached by an agent. At no point did the customer provide consent to a hard credit inquiry. The business also indicates, and emphasizes rather strongly, that applying "won't affect your credit score". This can be reasonably interpreted as a sign that the business can provide a customer with the particulars of a loan with the completion of a soft credit inquiry. The customer appreciates that the business has an obligation to peform accurate credit reporting, but at no time did the customer authorize nor was aware that a hard inquiry would be performed. The customer also would like to indicate to the business that the previous history dating back to 2016, of contact with the business, whether it resulted in a business relationship or services provided, is not relevant to the particulars of this case.

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

  Customer Answer

  Date: 28/10/2022

  
  Complaint: ********
  
  I am rejecting this response because: The customer appreciates that the business has purported that the "uploading of bank statements" indicates that the customer intends to "finalize" their loan, but the page which asks for the customer's banking information is advertised to the customer in a misleading way which appears to only be required as an additional form of identity verification (especially considering that a business cannot legally require a customer to provide their SIN). I again reiterate that the business's website indicates that a hard inquiry would only be required upon the customer's indication of interest to proceed with the loan. By common sense judgement, one would believe that this would entail that a customer had been provided with the particulars of a loan (i.e. term, interest rate, monthly installments) prior to the completion of an application. In addition to this, the customer was requested by the business's web application portal to receive a callback from one of its agents. This indicates to me that the loan had not been in a finalized state and the customer myself, had not been provided with any details of preapproval or the terms of any prospective loan. As such, a hard credit inquiry would have been inappropriate per the circumstances mentioned above. No customer could be reasonably expected to have proceeded with the finalization of a loan without first having been provided with the terms of the loan beforehand. In anticipation of the business's argument that this process would have been completed upon contact with a representative, at which point the hard credit inquiry could have been completed had I been reached by an agent. At no point did the customer provide consent to a hard credit inquiry. The business also indicates, and emphasizes rather strongly, that applying "won't affect your credit score". This can be reasonably interpreted as a sign that the business can provide a customer with the particulars of a loan with the completion of a soft credit inquiry. The customer appreciates that the business has an obligation to peform accurate credit reporting, but at no time did the customer authorize nor was aware that a hard inquiry would be performed. The customer also would like to indicate to the business that the previous history dating back to 2016, of contact with the business, whether it resulted in a business relationship or services provided, is not relevant to the particulars of this case.

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

  Business Response

  Date: 13/11/2022

  We understand that a member of the resolutions team has attempted to reach the applicant to further understand the complaint, and to offer help and guidance regarding the loan application process. Unfortunately, the applicant has not returned our calls and we were unable to speak further.
  We are sorry that we were unable to connect with the consumer to better help with the situation by addressing any assumptions or misinterpretations and as a customer service gesture we have put in a request to remove the inquiry from the credit reporting agency and stress that in the future the consumer please reach out to our friendly staff to answer any questions regarding application process. We are available via chat, email, phone, or in person.
  Removing an inquiry may take the credit reporting agency up to 30 days to action our request, to expedite the matter the consumer has the option of filing a dispute with ********** via their website.
  Thank you, 

  Business Response

  Date: 13/11/2022

  We understand that a member of the resolutions team has attempted to reach the applicant to further understand the complaint, and to offer help and guidance regarding the loan application process. Unfortunately, the applicant has not returned our calls and we were unable to speak further.
  We are sorry that we were unable to connect with the consumer to better help with the situation by addressing any assumptions or misinterpretations and as a customer service gesture we have put in a request to remove the inquiry from the credit reporting agency and stress that in the future the consumer please reach out to our friendly staff to answer any questions regarding application process. We are available via chat, email, phone, or in person.
  Removing an inquiry may take the credit reporting agency up to 30 days to action our request, to expedite the matter the consumer has the option of filing a dispute with ********** via their website.
  Thank you, 

• Initial Complaint

  Date:18/10/2022

  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.

  My common-law partner, ***** ******** had a loan with Easy Financial. ***** died June 1st 2022 and the loan was paid out by ********* Insurance. Easy Financial continued taking payments in the amount of $1863.86 from my account. I have been trying to get this money back since Sept 6 with no luck. Each time I phone I get a different person and different excuses. I just want my money back in my account. I was never on the loan and the money they took was unauthorized. P***** help, they are ruining my credit due to NSF on my other bills due to them taking this money.

  Business Response

  Date: 31/10/2022

  Easyfinancial would like to take the time to respond to this complaint. A member of our resolutions team has investigated and reached out to ******* and spoke with her on the phone. This member confirmed that the refund was sent and processed on October 21st, 2022 and that ******* did receive the funds. If the customer would like to discuss this further, she can contact the Resolutions Department at 1-888-502-3279.

  Customer Answer

  Date: 31/10/2022

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

• Initial Complaint

  Date:03/10/2022

  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 am currently in arrears with the company. I know I need to make my payment. I attempted to make a 200$ payment on September 22nd 2022. I sent them an email with a screenshot of the payment made to them with a confirmation number. They said they have received it but are unable to accept my payment and to redo another payment. They will not accept payments on my terms when they are not my only debtor. Unfortunately due to hard times, I have fallen behind on multiple payments with other debtors. When I make a payment to my other creditors, they take the payment gladly. I have asked easy financial to send me to collections as I am willing to make payments when I can afford it. They call so often I had to block the number and they continue to call and fill my voicemail box. I’m dealing with creditors, I have heard that if a creditor refuses to take your payment, it can be written off. I’d like to pursue that avenue as I have sent multiple emails stating I can only pay what I can afford, when I can afford it. They refuse to work with that.

  Business Response

  Date: 17/10/2022

  Thank you for contacting easyfinancial. We review each of our customers’ feedback and always encourage honest reviews of our services. On July 21st the customer expressed he was experiencing financial difficulty and could not afford his payments. We offered to refinance his loan to help him make his payments more affordable. Since then, the customer has only made one payment of $25 and missed every contractual payment resulting in NSF fees. His account is currently past due with an outstanding balance. We have tried to contact the customer through phone calls, emails, and texts but have been unsuccessful. A Resolution team member has made attempts to reach out to the customer to bring his account up to date but has not heard back. Customer's have the ability to make extra payments online through their banking and can do this as frequently as they want. We advise the customer to contact the office as soon as possible and bring his account of out arrears. As of today October 17, 2022, the customer has made not made a payment on his loan since August 15th, 2022 and it stands at 37 days past due incurring daily interest. We want to be able to help and address the customers concerns. Please contact us at 1 888 502 3279 Monday to Friday 8 AM- 8PM

  Customer Answer

  Date: 17/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:you stated in the BBB reesponse that clients can pay anytime. I have proof that you refused to take my payment and that i cannot make a payment anytime i wish. Please see the ******** screenshots. Also as mentioned in one of the emails, i will not be taking phone calls from Easy Financial nor Goeasy. i need written proof, hense this particular issue where you lied to both myself and the BBB. So if you wish to contact me e-mail me, OR send me to collections so i can file with ******* and give them the proof that you refused my payment and they will remove that debt from my account. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 14/11/2022

  At this time easyfinancial has only received one payment of $25 and every contractual payment has resulted in NSF fees. His account is currently 30+ past due with an outstanding balance. We strongly encourage the customer to contact us and make arrangements with one of our agents. If affordability is an issue we have options available to assist the customer to bring his account up to date. We have made numerous attempts to contact the customer through phone calls, emails, and texts but have been unsuccessful. Customers have the ability to make extra payments online through their banking and can do this as frequently as they want as stated in the signed loan documents. As of today November 14th, 2022, the customer has made not made a payment on his loan since August 15th, 2022 and it stands at past due incurring daily interest. Easyfinancial wants to be able to help and address the customer's concerns together. Please contact us today at 1 888 502 3279 Monday to Friday 8 AM- 8 PM.

  Customer Answer

  Date: 14/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: as you claim to say that "customers can make payments anytime they want through their bank" ****** ***** ** ***** *****. It clearly states from one of your employees that we cannot accept payments when you can make it. Please look over all the *** files i have ******** and explain. all my other creditors accept my payments when i make them except you. and as mentioned, i do not accept your phone calls as your numbers are blocked due to over calling. i reply with every email to send me to a collection agency where i can work out a payment arrangement with them when it suits my needs, but you refuse to do so. also i recieved an email from your collection department which i will no longer work with your company. I am requesting you send my account to a collection agency other than a Easy Financial collection team.  
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 29/11/2022

  Thank you for contacting easyfinancial. We have tried to contact the customer through phone calls, emails, and texts but have been unsuccessful. Customers are able to make payment arrangements or extra payments at any time but that is outside the originally agreed contractual payment arrangement as stated in their contract. As per the loan agreement, the customer confirmed they would pay a specific amount on scheduled payment dates and as that has not occurred all regular collection activity will continue. As per the contract, easyfinancial has the right to exhaust all collection options (legal, wage garnishment, etc.) for the remaining loan balance but if no solutions are met within 90 days of non-payment then in most cases the debt will be sold to a third party to which further collection activity and payment arrangements can be explored. We advise the customer to contact the office as soon as possible and bring his account of out arrears. As of today November 29, 2022, the customer has made not made a payment on his loan since August 15th, 2022 and it stands at 80 days past due incurring daily interest. We want to be able to help and address the customer's concerns. Please contact us at 1 888 502 3279 Monday to Friday 8 AM- 8 PM.
  

  Customer Answer

  Date: 29/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: this is a generic email. there is nothing stating that we can work on this. the multiple daily calls which go to voicemail, the mulriple daily emails, can be classified as harrassement. i want clarification as to why your stating that we can make payments when we can, but i have an email stating that i cannot make a payment. i have proof provided in this which i have provided. 
  
  Sincerely,
  
  ***** ********