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

  124 920 36 St NE Calgary, AB T2A 6L8

• 

  goeasy Ltd

  180 94 Avenue SE Calgary, AB T2J 3G8

• 

  goeasy Ltd

  220 9737 Macleod Trail SW Calgary, AB T2J 0P6

• 

  goeasy Ltd

  260 6700 46 St Olds, AB T4H 0A2

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:04/01/2023

  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 had fully paid out my balance with Easy Financial where the amount owing was 1009.42 and they kept dodging my calls or saying they will accept the e-transfers soon etc. all so that they don’t have to provide me with the acknowledgment of receipt for final payments to close the account. The only resolution I want from Easy Financial is to accept my final payments and send me the close out confirmation. It’s been frustrating as I tried calling them from my phone but they won’t take my calls but when I call from another number they answer it. What kind of unethical practice is this? I just want to be done from this ridiculous loan. Please provide me with the certificate of closing and stop dodging my calls, **** ** *** ******* ******** ********* I had a loan from the easy financial at the Yonge Street location in Downtown Toronto.

  Business Response

  Date: 13/01/2023

  Easyfinancial would like to apologize to the customer for
  the miscommunication and the delay in responding to her concerns.
  We can confirm that the loan was paid via e-transfer and
  that a delay in processing these funds caused the account to remain open. The
  branch staff did complete an investigation to have the funds cleared and back
  dated to complete the loan close as paid in full.
  The customer was able to speak to a resolutions team member to
  discuss her frustrations further and received confirmation of the account
  status, and at that time a paid in full letter was received by the customer.
  Again, we apologize for the delay and the frustration this may
  have caused and appreciate the customer for bringing this to our attention to
  resolve. 

• Initial Complaint

  Date:03/01/2023

  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.

  Dec 15 2022 payment made through online banking to pay off loan (1,250.61$)
  Dec 26 payment still not posted and claims to not be received, trace on payment has been requested
  Dec 29 additional payment take of 219.59$
  Dec 30 no update on the trace and payment not received/posted yet

  Business Response

  Date: 10/01/2023

  Easyfinancial would like to address this recent complaint. A
  member of our resolutions team has reached out to the customer to discuss this.
  The team member investigated and is working with the customer to get the payout
  finalized and then any refund owed will be sent to the customer. The customer
  can call 1-************ to reach this team member and discuss this more with
  them. 

  Customer Answer

  Date: 11/01/2023

   
  
  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.
  
  
  

• Initial Complaint

  Date:01/01/2023

  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 am very upset at your business's practices. I got a phone call from the Rimouski location in Quebec on the 27th of December telling me I've been pre-approved for a loan. I went ahead with it for 1000$ and provided the necessary documents immediately. I was told I'd get an answer very shortly. December 28th, still no answer so I follow up with an email. They respond a minute later saying they're gathering the application and should call me today. Nothing. I follow up yet again on the 29th and finally I'm told I can go sign and bring my ******** card as a proof of ID. I explained to them that this is my second loan with EasyFinancial, and originally I was told that my next loan I won't have to go back in person to bring my ******** card since you'd already have proved my ID. I explain it's not close to me and I'm disabled and can't leave the house much. They say they can't help with that, so I tell them I'll go between 3-5pm, but don't end up going due to my health. Good for me that I didn't, as you would've taken advantage of a disabled person and have me travel for nothing. I send an email asking for my application to be transferred from Rimouski to the Plateau Mont-Royal location - no reply. I decide to call and it gets done. When I speak with the Plateau location they tell me the application won't work since my Employment Insurance revenue doesn't count. So essentially, you want a stable income proof, but you don't? Your company name is literally EASYfinancial, this has been nothing but inaccessible. I explained that I haven't gotten an income from my employer because they overpaid me and the following pays were used to repay that. Nothing. Two of your locations say absolutely two different things. One accepts me, one denies. I call them back at Rimouski and they say oh yeah it was denied. So you would've had me travel without calling me to say nevermind? Absolutely disgusting business practice. I'll be making sure to leave reviews about this ableist practice.

  Business Response

  Date: 16/01/2023

  easyfinancial thanks the customer for reaching out though this method for a deeper look, additional support and understanding about her given situation. A direct conversation was had with the client over the phone by a member of our Resolution Team and an investigation into their customer service claims is currently underway with a request of further information as it pertains to seeing any pervious ROE's from the same employer (customer says they are still employed and has been with the company for 2 years prior to the organization merging with a new owner, and that they will be return to work eventually) as the time frame of employment seen on their current ROE with the stated employer details is less than 90 days which is below one of our loans required qualification and any medical documentation they can provide related to their current condition. easyfinancial does have the ability to work with a customer and their loan application completely online, but as reviewed, the ******** document on file from a previously funded loan application which does not contain a photograph, thus the branch may have required visual verification along with the document in person. We apologize for any inconvenient this may have caused.    

• Initial Complaint

  Date:19/12/2022

  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.

  GoEasy, Easy Financial has consistently provided ***** information, **** on phone calls, provided improper details and ******* customers.
  
  Have been sent 2 pre-approved loan emails. After completing the application for the first offer I was then called by the agent stating that due to switching banks I do not qualify for the pre-approved loan. This was after they hit my credit report with a hard check, resulting in a lowered score. Conveniently ***** Financial, their other company, was able to provide the assistance required.
  
  I then was ******** daily by EasyFinancial for a pre-approved increase. Conveniently they now could work with my new bank account. I declined their offer as I had just receive a loan from ******.
  
  A month later, December 16th 2022, I received another email stating I was pre-approved. I completed the application and the person I spoke with ensured me the details and reasoning for an increase (consolidation of 2 current loans) was documented.
  
  I did not receive a callback or answer until this morning, Monday December 19, 2022. I was informed by the agent that no offer existed and my application was denied. This is after they hard checked my credit report yet again, resulting in another lowering of my score. They have continued to ignore anything said while on the phone and push the company pre-written lines. Not actually attempting to resolve their failures.
  
  After being hung up on twice I have decided to report them to the Ombudsperson but first thought using the BBB service was a more fair way to allow them to explain their terrible customer service. I would also like an investigation into the ***** Advertising they are performing.
  
  I was informed the email with my name, sent directly to me, was an advertisement not an actual offer of Pre-Approved Status.

  Business Response

  Date: 29/12/2022

  Easyfinancial would like to take the time and address the
  above complaint. A member from our resolutions team has investigated. The email
  the customer attached to the complaint is after the customer did an online
  application, not a solicitation email. This email gets sent out to the customer
  after they apply, not before, and if there is a Loan amount on the application.
  The online application ID is also included in this email.
  This recent application was for an increase, as he currently
  has an account with us when he applied through a third party and was funded. This
  recent application generated a qualified loan amount; however, it was not
  enough to cover his current balance and get him enough for an increase, which
  is why he did not qualify. The team member also can verify that this most
  recent application submitted on December 16th did not have a hard
  credit check. Nor did the one where he was turned down due to not having 90
  days of banking history. These were only soft credit checks and will not hurt
  the customer’s credit score. However, the application where the customer was
  funded did have a hard credit check.
  If the customer would like to discuss this process further,
  he can reach out to our Head Office and discuss it with a member of our
  Resolutions Team at 1-************.

  Business Response

  Date: 13/01/2023

  Easyfinancial would like to respond to this recent comment.
  A member of our resolutions team investigated and reached out to the customer
  to discuss his complaint. As previously mentioned, the email the customer
  attached is not a solicitation. This email was generated and sent to the
  customer, after they applied, not before.
  The pre-approved amount on this customer’s online
  application was not enough to cover his balance and issue him additional funds
  which is why he did not qualify. This application was done on December 16th.
  The customer did have an offer on his account prior to this
  application, but it expired before he applied.
  The customer missed a payment on December 15th,
  2022. The $50 NSF fee charged was waived because the customer made an agreement
  and promised to make the payment on December 23rd. The customer kept
  that promise. The fee was waived as a customer service gesture.
  ****** Financial funded the customer’s loan as an affiliate to
  us. The customer’s loan however is with Easyfinancial as per the signed
  documents attached here. These documents also show the customer’s first due
  date as November 3rd, 2022, which was a Thursday not Friday. The
  branch was able to switch the due date to Friday, however, this could only be
  done when he was not past due, which is part of our policy.
  If the customer would like to discuss this further, he can
  reach out to the Resolutions Team at 1-************

• Initial Complaint

  Date:16/12/2022

  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 had started an application for a payday loan. I got to the section of the application where it asks you for your banking credentials. I do not wish to disclose this information thus I closed out of the application and decided to go no further. Easy financial then began to ****** me. My voicemail box is filled every morning with calls asking me to call and talk with them. I have asked them to not contact me again.

  Business Response

  Date: 20/12/2022

  easyfinancial appreciates all feedback given by our customers as it benefits us by helping to improve our communication methods and provide the best customer service experience possible. 
  
  For the purposes of clarification, easyfinancial does not provide payday loans, only secured and unsecured personal loans which if approved, are funded for applying new and returning clients. 
  
  As with all lending institutions, underwriting requirements that pertain to receiving necessary personal information are needed to review the financial history of a new customer applying with us. As responsible lenders, we must make sure that not only does the new/ returning applicant qualify for the allotment of funds being asked for but can also handle the frequency withdrawal schedule and the contracted payment installments to pay back the loan in full including the required interest and fees associated with the loan. We are sorry to hear that the required underwriting requirement field of viewing your 90 days banking history was not to the customer’s liking. This would have been in addition to also requesting the client’s GOV ID, credit report, etc. 
  
  Upon review of the call logs associated with the submitted loan application done through the internet, multiple call attempts were made over the course of several days to communicate with the potential customer as no response and no voice mail callback had been received to notify the local easyfinancial branch location staff that the client no longer would like to move forward with the application. 
  
  I can confirm that on December 14, 2022, a note was placed on the customer’s active loan application profile stating that the application was withdrawn due to no contact. An additional step has been taken to label the customer’s current profile with a “Do Not Disturb” notation to no longer contact the customer by phone moving forward. We apologize for any inconvenience this situation may have caused as we strive to hear and help all concerns brought to our attention.  
  
  

• Initial Complaint

  Date:06/12/2022

  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.

  On Thursday December 1st I contacted the business to make a large sum payment on a loan I have with them. The agent told me I could do it over the phone with a "**** debit or ****** ****." I asked if **** would work and she said yes. I then proceeded to transfer the amount onto my **** and was then told **** is not an acceptable form of payment. This error in communication cost me 4 days of interest charges while I waited for the bank to reverse the transaction. On Monday December 5th I went into the branch to make the payment and the agent gave me the wrong loan number and once again I am being charged interest daily while the agent fixes her own mistake. I asked to speak to a manager to come up with a resolution but was told they are not available and would call me back but they never did.

  Business Response

  Date: 16/12/2022

  Easfinancial would like to address
  this compaint. A member of our resolutions team has investigated this matter. This
  member has connected with the customer and discussed the complaint with them.
  
  After review it appears this
  was a miscommunication with the branch and customer. Easyfinancial can take ****
  debit over the phone, not **** credit. As a customer service gesture, this
  agent is working with the customer to get some interest waived for the time it
  took the bank to reverse the transaction. The customer can contact the
  resolutions team at 1-************ to discuss this more. 

  Customer Answer

  Date: 03/01/2023

  
  
  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:25/11/2022

  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.

  A friend of mine borrowed money from Easy Financial and put me as a “Reference Contact”, without my permission and without my knowledge. According to Easy Financial, he has not repaid his loan, and since he has no money, property, or any other means from which Easy Financial can recoup their money, Easy Financial has embarked on a mission of ********** *** *********, or myself, who has never had any business relationship or otherwise with Easy Financial. Easy Financial keeps calling me even though my number is on the Canadian Do not Call List, and I have never had any dealings with them. I have instructed Easy Financial that I work nights and that when they call me during the day, they destroy my sleep pattern and I cannot get back to sleep and am tired at work at night, which is dangerous because I drive heavy machinery. Easy Financial indicated they don’t care and will keep calling and ******ing me until my friend pays them back…that is *********.
  
  I have told Easy Financial that I will sue them for damages if they continue to ******, intimidate, and damage me through their ********* attempt to get me to put pressure on my friend to pay them back. Easy Financial has indicated they don’t care, so if it occurs one more time, I will have no choice but to sue them for damages from loss of sleep, damage to my work, **********, intimidation, and *********.
  
  * **** ****** * **** ** **** ******* *** **** **** **** ****** **** **** * ****** **** ****** ** *** **** **** **** ** ** ****** ******* **** ****** ******** ***** *********** ******* ** **** **** *** ******* **** ****** ** ****

  Business Response

  Date: 02/12/2022

  Easyfinancial would like to apologize to the reference for
  the situation and offer an explanation.
  When a customer signs the loan agreement, they confirm that
  any person provided as a reference or other party, has given consent to the
  customer to provide their name and contact information. This information is
  provided to easyfinancial by the customer.
  Once we receive a request from a 3rd party to be
  removed from the loan as a point of contact, we would remove the information
  from the file to prevent the phone number being dialed by the automated system.
  A review of the references request was investigated, and we
  can confirm that the agent made a clerical error when deleting the information from
  the system. This has been corrected.
  We would like to thank the reference for bringing this to our
  attention and allowing us a chance to further support our staff in understanding
  the correct procedure. 

  Customer Answer

  Date: 02/12/2022

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

  GoEasy has referred to me as a “reference” and as a “3rd party” in their response, and I am neither.  I was NOT a signatory to any agreement and as such I cannot be a “3rd party” and I am NOT a “reference” because I did not consent to being a reference, nor was I aware that my name was being used by anyone for any such purpose.  GoEasy ought to have verified any “reference” prior to lending money to any individual, rather than ******ing an unwilling and unaware contact from unwittingly being listed as a “reference”.  GoEasy’s response does not explain why although I had asked them on numerous occasions to be taken off their calling list, the last agent from GoEasy that called to ******, intimidate, and ****** me, “taunted” me to file a lawsuit after I had repeatedly demanded that they stop calling me for something I had no part in, was not involved with, and had absolutely no interest in being associated with.

  Now that GoEasy has “confirmed” here that I have been taken off their calling list, and now that I have had to both file a complaint with the Canadian DO NOT Call List, and the BBB, so that they stop *********, intimidating, and ********* me to put pressure on someone who listed me as a “reference” without my consent or knowledge, I assume that I will not EVER be receiving any further calls or contact from them of any kind and that they will stop waking me up while I’m sleeping in the day for a night job, causing me distress at work due to a lack of sleep?

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

• Initial Complaint

  Date:25/11/2022

  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 was approved for a loan through EasyFinancial on July 25th, 2022 and received the funds of $1,572.48 on July 27th, 2022. I paid off the remaining loan amount including interest of $1,718.56 on October 27th, 2022. I confirmed with two phone calls with two representatives that the loan is 100% paid, and that was also reflected on my goeasy account. On October 28th, 2022, $74.28 were withdrawn from my account, and then again on November 10th, 2022 for $47.78. Every time I call to inquire about this, I am taken to the collections voicemail and the one agent that answered put me on hold and hung up on November 23rd, 2022. I want a refund immediately for those charges.

  Business Response

  Date: 02/12/2022

  Easyfinancial wishes to apologize for the customer's frustrating and confusing situation. Easyfinancial can confirm that communication and resolution have occurred with the customer and the company appreciates the opportunity to correct the matter moving forward and ensure the customer is satisfied. We can confirm the customer's account has been paid in full and he has no further financial obligation. If there are any more questions, comments, or concerns please give us a call at 1-************ Monday to Friday 8 AM - 8 PM.
  
  

  Customer Answer

  Date: 02/12/2022

   
  
  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:23/11/2022

  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.

  Back in 2019 I had taken a loan with EasyFinancial. After some time I lost my job and was then hospitalized for almost 8 months. As a result this file was escalated to a collection agency.
  
  To make a long story short the amount owing was settled and paid to the agency in October 2021. Usually, this leads to the creditor closing the file. After verifications and consulting with the collection agency, they confirmed that all documents were sent to EasyFinancial also known as GoEasy in that regard back in October 2021. Surprisingly, my account remains open at EasyFinancial. I have followed up with them for several months now in effort to have them close my account on their end, although this is proving to be extremely challenging. Until today, the file remains open despite the fact that I have in addition to the agency documents also sent all supporting documents in that regard. Both the agency and myself are duplicating efforts to resolve this matter which is ongoing for over a year now.
  
  The only thing EasyFinancial can tell me is that they are pending a response from their head office. When I contact the head office they tell me to reach out to the branch and there is nothing they can do for me.
  
  I would like to close my file with EasyFinancial. Evidently dealing with either the branch or the head office seems to lead to no resolution. So I decided to file a complaint here. **** ** ********* ********. Please close my account.

  Business Response

  Date: 02/12/2022

  To address the customers
  concerns, we have reviewed the recorded calls between the customer and the
  customer service centre. We can confirm that the customer was given conflicting
  information, and the staff have been made aware of the proper procedure when handling
  these types of requests. We thank the customer for bringing this situation to
  our attention so we could address with further training.
  When our debt is sold,
  our tradeline will update as bad debt write off with a zero balance and then our
  relationship with the customer ends. Collecting the debt would then be the
  responsibility of the 3rd party agency, in this case, *****
  collections on behalf of ***.
  A separate collection
  item will appear near the bottom of the credit report, referencing the debt
  collection company and the amount of the debt. Once paid, the collection agency
  will update their portion of the credit bureau. Our trade line will remain
  posted as a written -off bad debt. It would not be reported as paid because the
  customer did not pay easyfinancial.
  *** would not be
  responsible for sharing the outcome of the debt collection with our office and
  are not responsible for updating our tradeline. We apologize that the customer
  was given incorrect information and are interested in connecting with the
  customer to provide the correct information.
  To continue the
  conversation and resolve the issue, we do need to speak to the customer to
  gather more information regarding the customers view of their credit report, we
  understand that the customer had submitted a screen shot of our trade line, however
  this picture was cropped, and the information needed has been cut out.
   A member of our resolutions team has attempted
  to speak to the customer, however at this time we have not been able to
  connect. We ask that the customer please reach out to us for
  further support. 

  Customer Answer

  Date: 09/12/2022

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

  The information provided to Go Easy which was cropped is in fact all the information available. There is no other information at the credit bureau about this account other than what was cropped and provided here. This is extracted from my ********** report and looks the same every week despite the fact that the account was settled over a year ago.
  

  Moreover, the question at hand here is why my account remains “Open” even though this was paid to the Collection Agency? Also when you say sold and written off as bad debt, clearly this does not reflect on my credit report since the account remains open. 

  I haven’t received a call as mentioned in the response and also was not left with a number to reach someone in the previous response which would have been helpful.  

  I would appreciate if you would close my account. I no longer want an active account with Go Easy. 

  Thank you

  ***** *****

  ************

  Business Response

  Date: 23/12/2022

  Easyfinancial would like to respond to the customers
  concerns and provide an answer to the request to update the credit file.

  Once again, we agree with the customer that the debt was
  paid to a 3rd party. The 3rd party is not a collection
  agency acting on behalf of easyfinancial. The money paid was in favour of the
  collection agency, this agency would update their collection item reported on
  the credit bureau. The agency is not responsible to communicate with easyfinancial
  regarding the debt, or update our tradeline in respect to the loan as it now
  belongs solely to the 3rd party agency.

  We can confirm on September 15th, 2022, the
  customer called our customer care team to dispute the information on his credit
  file, the agent sent a ticket to confirm the debt is reported properly, and the customer was instructed to open a dispute with **********. We understand the customer has been in contact with our
  resolutions team, where he advised that he did open a dispute with the credit
  reporting agency and then provided easyfinancial with screen shot of his
  dispute with **********.  On October 29th,
  2022, ********** confirmed the debt is being reported correctly and they have
  closed their investigation.   

  We can understand the customers frustration and
  misunderstanding of how debt is sold, and subsequently reports, however the
  credit reporting agency has concluded this debt is reporting correctly with the customer directly.  There
  is no further action easyfinancial can provide to this situation.

  ****** *** *** *********
  ***** ***** **** ***********
  ** ****** ****** **** * **** ************* 

  Customer Answer

  Date: 27/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  This seems like unethical practice, a company not acting in good faith, claiming to have sold an account to a 3rd party agency and keeping their customers file open against their wishes. 
  

  By this business practice and conduct, this would mean my account would be open forever. If the account was sold then why is the account remaining open? If the intention is to harm the customer’s credit score then they have succeeded. While this debt was settled over a year ago and continuing to be diligent about making payment on time to improve my credit GoEasy is the only company applying harmful business conduct. 
  

  It is a simple request to close my account as I no longer owe any money to GoEasy nor do I ever want to do business with this lending company. 
  

  Once again, kindly close my account.

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

• 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,
  
  
  
  ****** *********