Business Profile

Leasing Services

goeasy Ltd

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
Due to the volume of complaints received, BBB is publishing the details (text) of 25% of complaints as a representative sample.

Complaints

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

Customer Complaints Summary

239 total complaints in the last 3 years.
94 complaints closed in the last 12 months.

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Submit a Complaint

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:10/01/2025
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 have a loan with these folks and having issues. It was supposed to have it where they have the money taken out the 1st of the month. They say that they pull early for holidays by one business day, but December 1st was not a holiday. They then try it again in January after they said things have been fixed and it would go next business day if there was a holiday. I have had 2 nsf charges for this issue and they claim they do not do nsf fees. This is a failure on their part, my file has it very clear when it would be pulled and they pulled early. 45 dollars is one nsf fee so I am 90 dollars short.
Business Response
Date: 22/01/2025
Easyfinancial would like to address your recent concerns regarding the
repayment of your loan, and we sincerely regret any confusion surrounding the
payment due date.
At easyfinancial, we strive to ensure clear communication with our
customers, and it appears that, during the loan application process, some of
the details regarding the payment schedule may not have been fully explained.
During this process, our agents review the loan details and ask for the
customer’s acknowledgment. If at any point a customer has concerns, easyfinancial
encourages them to seek clarification from the agent, and we are always happy
to go over the details in more depth.
To clarify, if a payment is due on a weekend or holiday, the payment will be
automatically withdrawn on the business day prior to that date. For example, if
your payment is due on a Saturday or Sunday, the payment will be processed on
the preceding Friday.
In cases where a payment is missed or not made when due, a Non-Sufficient
Funds (NSF) fee will apply, and the full outstanding principal balance, along
with any accrued interest, may become immediately due. The NSF fee, along with
the accumulated interest, will be applied before any payment touches the
principal balance.
We understand that in this case, an arrangement to withdraw the payment on
the date you requested and waived the NSF fee on our end as a gesture of
goodwill. However, as explained above, the terms of the loan remain in place,
and we are unable to refund the NSF fee charged by the bank.
We genuinely hope this explanation clarifies the situation. Please know that
we are here to assist you every step of the way. If you have any additional
questions or concerns, or if there is anything further we can help you with,
please don’t hesitate to reach out to our customer service team at
1-************.
Thank you for your understanding.
Customer Answer
Date: 03/02/2025
* **** ********* *** * **** ** ** ******* **** **** **** **** ********* ****** **** *** ***** ** **** **** ******* ******** ******* ****

Please also note Clause 5 where it says they charge $50.00 fee for NSF cheques/ payments. (please note the bank also charges$45.00 NSF fee. so each NSF cheque or payment costs me $95.00.)

Please also note clause 14 mentions governing law. The Consumers Protection Agency says easy financial can NOT go into my account before the first of every month as per the contract payment due date.

I will need to send multiple emails for my response to their answer. Starting with the contract itself.
As you can see the loan application was made on August 31st 2024.

I received the funds of $1051.39 from easy financial on September 3rd 2024. I’m not sure where the $48.61 went. The loan was for $1100.00. I will be emailing my September bank statement with all the details not relevant to easy financial whited out as evidence.

On October 1st 2024 easy financial pulled my first payment of $115.18. I will be emailing my October bank statement with all the details not relevant to easy financial whited out as evidence.

On November 1st 2024 easy financial pulled my second payment of $115.18. I will be emailing my November bank statement with all the details not relevant to easy financial whited out as evidence.

On November 29th 2024 easy financial tried to pulled my third payment of $115.18 that was not due until December 1st.

You can see this on my November bank statement with all the details not relevant to easy financial whited out as evidence.

You can also see that item returned NSF also on November 29th 2024 as evidence.

You will also see the banks NSF item fee of $45.00 on December 2nd 2024 for easy financial bouncing the December payment by going into my bank account 2 days early before the payment was even due as evidence.

Please inquire if easy financial also charged me a $50.00 NSF fee from them going into my account 2 days early and bouncing that payment and adding it to my loan balance.

On December 31st 2024 easy financial tried to pulled my fourth payment of $115.18 that was not due until January 1st as evidence.

You can see this on my December bank statement with all the details not relevant to easy financial whited out as evidence.

You can also see that item returned NSF also on December 31st 2024 as evidence.

You will also see the banks NSF item fee of $45.00 on January 2nd 2025 for bouncing the December payment by going into my bank account 1 day early before the payment was even due. This
Caused a banking NSF fee of $45.00 on Dec 2nd 2024 left me short $45.00 for the December payment causing me to get that payment deferred. I will send deferral document.

Please inquire if easy financial also charged me a $50.00 NSF fee from them going into my account 1 day early and bouncing January payment.

Please note on January 6th, 2025 I went into the Easy Home store where my branch is located and paid the $115.18 with part of my GST money since I was short $45.00 of my payment due to the NSF banking fee from easy financial going into my account before the due date yet again. Please see this payment on my January statement. Also please note on January 23rd 2025 I had to pay a $25.00 stop payment fee to put a stop payment on February 1st 2025 payment because it falls on the weekend and easy financial would have gone into my bank account early again causing me another $45.00 NSF banking fee. I also think they will charge me another $50 NSF fee attached to my loan balance that I am paying 46 or 47 percent interest on.

All bank statements will be faxed next as evidence to prove what I am saying is true.

I am requesting disclosure of all copies of internal mail regarding my loan and all documents of NSF fees of $50 from easy financial added to my loan balance.
Customer Answer
Date: 10/02/2025
******** ** ******* ******** **** **** **********

I received my $200 cheque from **** **** and I scrapped together $100 then I took the $300 to pay towards the principal balance of my loan with easy financial. I did not have my glasses with me as I didn’t think I needed them to make a payment towards the principal amount.

I paid by debit and was asked if I wanted a receipt so I said yes. The man then said I had to sign the bottom of his copy which I thought was weird. He said it was because of the two paragraphs on the bottom.

**** **** ********* ** ** ** ******* *** *** **** ** **** ** **** ***** ** ******** **** ***** ******* ******* I was told at the beginning of my application their was no fee or penalty to make additional payments. And correct my if I’m wrong but I don’t see a few or penalty for additional payments in the loan document.

However if you look at the attached receipt it shows a fee of $50 and it shows -$32.07 interest on my money I’m giving them.

So the $300 I paid them didn’t go to the principal. In my opinion and from my records this company is illegally taking my money any time they want to and they are probably doing it to all their other clients as well.

*** ******** *********
Business Response
Date: 11/02/2025
easyfinancial would like to address the customer’s concerns regarding the refund of the NSF fee and the repayment of their loan.

Agents at easyfinancial ensured that the loan’s due date aligns with the customer’s pay period, regardless of whether they receive income through employment, AISH, ODSP, or CPP. This process is detailed in the loan agreement on page 2, section 5, which explains that payments are withdrawn on the Friday before the weekend or a day before a holiday.

The loan agreement also includes a loan protection plan, to which the customer subscribed. This plan provides coverage for job loss, sickness, injury, and certain life events related to the loan. For more information about the loan protection plan, please refer to page 10 of the agreement.

Furthermore, the first page of the loan agreement outlines the total repayment obligation, including accumulated interest. Payments made on the loan are first applied to interest, then to any optional services, and finally to the principal balance. Since the loan is open-ended, customers can make additional payments. The application of these payments depends on when they are reflected in the account. Payments are first applied to accumulated interest and then to the principal. If a payment is made on the same day as the scheduled payment frequency, the entire amount will be applied to the principal balance, provided there are no deferrals or missed payments. Any outstanding deferrals or NSF fees must be cleared before payments can be applied to the principal.

In response to the customer’s situation, easyfinancial has removed the NSF fee and adjusted the payment schedule so that payments are withdrawn on the 1st of every month, even if it falls on a weekend or holiday. If the payment did not reflect correctly in the account on the intended date, it may be necessary to contact the bank to resolve the issue.

After reviewing the transaction history, easyfinancial noted the NSF fee waivers and provided the transaction summary to the customer.

As a goodwill gesture, easyfinancial has proposed a refund of $45.00, acknowledging that the customer made up for the payment within 24 hours. easyfinancial understands that this experience was frustrating and had an im***t on their finances.

easyfinancial sincerely hopes this resolution demonstrates there commitment to addressing your concerns and improving your experience with easyfinancial. If you have any further questions or require additional assistance, please do not hesitate to contact easyfinancial's customer service team.
Customer Answer
Date: 12/02/2025

Complaint: ********

I am rejecting this response because: *** ********
September bank statement showing loan money deposit
October bank statement showing first payment pulled October 1st
November statement showing second payment pulled November 1st
December statement showing easy financial went into my bank account early on November 29 prior to December 1 payment being due. It also shows the payment bouncing because they tried to take the payment early and it shows the bank $45 NSF fee because they went into my bank account early.
January statement shows easy financial going into my bank account early on December 31st for January 1st payment. It also shows the payment bouncing because they went in early prior to Januarys payment being due. It also shows the banks $45 NSF fee because they bounced the payment going in early.
Stop payment in late January to prevent easy financial from going into to bank account early (January 31st for February 1st payment). You have the receipt that I paid this on February 4th.
Please refer to the loan document clauses 1 and 5 and 14. Please Note Clause 5 is a conflict with Clause 1 and Clause 14 and the governing law!

Clause 1 - Payment Obligation “…The payments are due on each payment due date…”. ( which is the first of each month)

Clause 5 - Making Payments “… We may make exceptions at our sole discretion. If your payment is due on a weekend or holiday, we will withdraw that amount from your bank account on the last business PRIOR to that date (for example if the payment is due on Saturday, we will withdraw the payment from your account on Friday).”

Clause 14 Governing Law “This Agreement is governed by the laws of Canada and the laws of the Province in which you obtained the loan.”

Please note I have spoken to an Agent with the Consumers Protection Ontario (the Governing law of Ontario which is where I obtained my loan) and they have informed me that it is ******* to withdraw a payment prior to its due date.
As of today for this loan I have had to pay $90 in NFS fees for easy financial going into my bank account early prior to the first of the month before the money is due AND another $100 in NSF fees to easy financial which are added to the loan and which high interest is being charged.

Plus a $25 stop payment charge to stop them from going into my account early for Februarys payment and easy financial charged me a $50 NSF fee for the stop payment. Plus $32.07 interest on MY OWN Money I paid to go to principal of loan. I will also have to pay another $25 stop payment fee in February to stop them from going into my bank a second time in February to try to take Marchs payment early and they will charge another $50 NSF fee by March 2nd or 3rd meaning I will be out $372.07 for this loan from sept til March.

So no I am not satisfied with their response.

*****

Sincerely,

***** *******
Customer Answer
Date: 13/02/2025
The rules of Direct Debit state that payments are made on the same day each month, except when this date falls on a weekend or a public holiday, in which case it will be taken the following working day.
Customer Answer
Date: 18/02/2025
Please ask easy financial to provide the following:

A statement/transaction letter for each month showing every transaction on my loan with them.

September 1st - September 30th

October 1st. - October 31st

November 1st. - November 30th

December 1st. - December 31st

January 1st. - January 31st

February 1st. - February 18th

Please also ask easy financial to provide a copy of ALL internal emails and tickets from September 1st 2024 to February 18th 2025 regarding my Loan with them.

Thank you.

*****
Business Response
Date: 18/02/2025
As previously mentioned, we have conducted a thorough investigation into your loan and can confirm that none of them were **********ly approved or disbursed. We have diligently provided all requested information and documentation, and a comprehensive review of your file has been completed to ensure no ********** activity occurred.

Please also not that any payment that falls on a holiday or not banking date such as a Saturday or Sunday will result in the payment being pulled the business day before hand. For example December 1, 2024 fell on a Sunday and there for was pulled on the business day before hand. This is stated under Teams and Conditions section 5 or your loan contact.

However, if you still believe that your account may involve ********** activity, or if you feel you have been treated unfairly , we are still fully committed to working with you and any legal representation you choose. Our goal is to address your concerns and clarify any misunderstandings regarding the loans and their processing.

Regards,
Customer Answer
Date: 26/02/2025
Nothing has been resolved as of yet.

Please note I have made 2 requests for
all copies internal mail/email regarding my loan. One on January 31st (last paragraph) and one again on February 18th (last paragraph).

I have still not been provided with the above information so I am asking for a third time as of today for a copy of all internal mail/email regarding my loan account.

Thank you.

Respectfully,

*****
Customer Answer
Date: 03/03/2025
Five updates.

1. Please re read my December deferral due to easy financial going into my bank account twice in November (November 1st and November 29th). The November 29th they went in early to try to take my December 1st payment. This resulted in a bank NSF fee of $45 leaving me short $45 for the December payment. Hence the deferral. Please read the 2nd sentence in the 1st paragraph where it says the next withdrawal date is 01/01/2025. Yet they again went in early on December 31st even thou our agreement on the deferral was 01/01/2025.

Also look at the loan agreement it is a monthly payment one payment per month yet they are going into my bank account 2 times a month in November, December, January and February.

2. They are not reporting my payments to ***** ***** credit bureau making my balance look higher then it is and bouncing my payments by going into my bank account early and more then once in a 30 day period. I have filed a complaint against them as of today with ***** ***** credit bureau.

3. I have been trying to resolve matters with easy financial aka goeasy Ltd since early December and matters are still not resolved so I filed a complaint with the ombudsman today as well.

4. They went into my bank account early again trying to get Marchs payment early as of February 28th. Going into my bank account again twice in less then 30 days.

5. Just to let you know I apparently received a $45 NSF banking fee payment for easy financial sometime late yesterday. They are other fees they owe me so this matter is still not resolved.

FYI the next 2 payments will come out on time as they cannot go in early for them.

Respectfully,

***** *******
Business Response
Date: 03/03/2025
Easyfinancial appreciates the response to the review and looks forward to promptly addressing the solution.

At Easyfinancial, the company strives to ensure clear communication with customers, and it appears that, during the loan application process, some details regarding the payment schedule may not have been fully explained.

To recap, Easyfinancial has removed the NSF fee and adjusted the payment schedule so that payments are withdrawn on the 1st of each month, even if the date falls on a weekend or holiday. To confirm, easyfinancial has removed the NSF fee customer received on December 3 2024, Jan 3 2025 and February 5, 202 and adjusted the payment schedule to ensure that if a payment date falls on a weekend or a holiday, the payment will be withdrawn on the business day as per customer's request. The payment on March 1 was successfully withdrawn from the customer's bank account on the due date. However, the customer also made an additional payment of $450.00 on February 28 at a branch, consisting of two payments: $400.00 and $50.00. These extra payments do not align with the due date for the preauthorized payment.

Additionally, the company has informed the customer that the due date can be changed to a later date for added security, helping to avoid any issues moving forward. The loan modification form was sent to the customer for review and action, but it has not yet been completed.

Furthermore, Easyfinancial has sent the post-transaction history from August 31, 2024, to February 12, 2025, and also included the email thread dated February 19, 2025, for the customer’s reference.

Regarding the customer's request for clarification about the clause not conflicting with Ontario's law, it can be confirmed by easyfinancial that the company is compliant with all required laws and the details regarding payment dates and schedules is disclosed in full in the loan agreement and was consented by the customer at the time of funding.

The $45 refund was issued via direct deposit on February 26, 2025. Please note that direct deposit typically takes 3-5 business days to process. easyfinancial considers this matter resolved
Customer Answer
Date: 07/03/2025
The business response from easy financial aka goeasy Ltd is NOT satisfactory regarding my bbb complaint filed Jan 10, 2025.

They have not returned the NSF fees, nowhere on my balance does it show a $200 decrease for the (4) $50 NSF fees. It doesn’t show any decrease amount for any of the 4 $50 NSF fees! They only claim to have waived them. But their own records do NOT show any NSF fee returns reducing the balance.

They admit to charging NSF fees on December 3 2024, Jan 3 2025 and February 5, 2025 BUT you can see by Decembers Deferral Agreement Decembers payment was deferred so there shouldn’t have been an NSF fee for December!! And Januarys bank statement shows Januarys payment was made on or around January 6th so there shouldn’t have been an NSF fee for January!! And there is a receipt from the branch showing Februarys payment was also made on or around February 4th so there shouldn’t have been an NSF fee for February!! And then they had the nerve to charge me another (NSF) Fee of $50 for a second time on or around February 7th when I made an extra payment to go to the principal amount. As you can see by the receipt they printed they took another $50 fee from my $300 payment I made. As you can see by the recent payment history they also took $32.07 of that extra $300 payment I made to the principal for interest. They charged me interest on my own money I was paying them as an extra payment. Please note they also took $22.31 from another extra $400 payment I made to go to the principal for interest. Again they are charging me interest on my own money I was paying them as an extra payment. (As I’m am trying to get away from this horrible company and end this nightmare.). However they did not take any interest of my extra $50 payment. I have made 3 additional payments ($300, $400, and $50) trying to end this nightmare with easy financial who I will never ever ever deal with again!!

Please look at my balances on the transaction history, nowhere do you see them refunding any $50 NSF fees any certainly not the 3 NSF fees they said they charged me on December 3rd, January 3rd and February 5th. Plus the 4th NSF fee they took off my $300 extra payment that was to go to the principal. Please note Decembers payment was deferred, Januarys payment was made on or around January 6th and Februarys payment was made on or around February 4th. Please note they charged me 2 NSF fees in February ( one on February 5th and again February 7th. Even though I paid February payment on February 4th BEFORE both NSF payments they charged me in February!!

As for my bank charging 2 NSF charges caused by easy financial going into my account early in November for Decembers payment and the other was caused by easy financial going into my account early in December for Januarys payment even though we had a separate legal agreement (the December deferral which they wrote the next payment would be withdrawn 01/01/2025. Which they breached when they again went into my bank account early on December 31st, 2024 instead of 01/01/2025 as agreed!! I received one of the $45 banking NSF fees but I have NOT received the second $45 banking fee from them going into my bank account early a second time on December when our Deferral says January 1st. I also have not received my $25 banking fee for having to put a stop payment on to prevent easy financial from going into my bank early again on January 31st for my February payment.

They also have not reported my payments to ***** ***** credit where it shows my balance at $1044.00 when it is hundreds lower then that and is negatively effecting my credit score.

Please note I have filed a complaint/dispute with ***** ***** Credit Bureau and because my complaint with the BBB is still unresolved I have also filed a complaint with the FSRA.

I have also cancelled my insurance protection on this loan so they owe me the difference from what they took for a whole month instead of a few days.

Respectfully,

***** *******
Business Response
Date: 12/03/2025
easyfinancial issued a refund of $45.00 for an NSF fee to the customer's bank account on February 26 through online banking. The refund is expected to take 3-5 business days to process. Regarding the removal of NSF fees on the customer's loan, the following actions were taken:
November 29, 2024: NSF fee was removed on December 3, 2024
December 31, 2024: NSF fee was removed on January 3, 2025
March 1, 2025: NSF fee was removed on March 12, 2025
When a deferral is applied to a delinquent account, it is applied to the previous payment that was reversed to bring the account current. However, an NSF fee will still be applied if the contractual payment due hasn't cleared.
Based on the conversation between the customer and the agent, the customer placed a stop payment on their bank account. As a result, the payment withdrawn on February 1 was reversed, and an additional NSF fee was charged on February 5. This occurred because easyfinancial could not determine whether the payment would clear, which was due to the customer's action.
Payments made toward the loan are applied as follows: daily interest is added to the balance, and when a payment is withdrawn, it first goes toward the accumulated interest, with the remaining amount applied to the principal balance.
Making an extra payment can help improve the customer's credit, reduce daily interest, and lower the principal. Depending on when the payment reflects in the account, it will clear the interest first, and the remaining amount will be applied to the principal. However, if a payment is made on the same day as the contractual due date, the entire payment will go toward the principal balance.
A ticket has been created to correct the customer's Credit Bureau report and ensure that the payments are applied on the correct dates.
We value your understanding and cooperation and are here to support you in resolving these matters. If you have any further questions or need assistance, please don’t hesitate to contact us.

Sincerely,
Customer Service
Customer Answer
Date: 19/03/2025

Hi ******** ******* ******* ******* ***** ******* ****** ********* *** **** *** ***** *******

The response from the business is NOT satisfactory.

Please note I am filing a complaint with Consumer Protection Ontario.

Please also note I have been trying to resolve issues with easy financial aka goeasy Ltd since the beginning of December 2024 when they went into my bank account for a second time on November 29th 2024 which was BEFORE the due date of December 1st and as a result they bounced the December payment causing the first NSF banking fee of $45 on December 2nd 2024.

If this complaint with the BBB filed January 10th 2025 remains unresolved as of March 27, 2025, after exhausting all other options, you will leave me no choice but to bring this matter to Court for breaching various contracts, rules of the Canadian Payment Association, Canadian Rules of Direct Debt and my Authorization (PAD) causing me numerous fees and breaking Canadian Banking Rules.

Please note I will be seeking monies (fees) charged to me due to these breaches as well as legal fees and Court costs. This complaint will remain open until the Courts make their decisions on all issues and monies owed as well as Clause 5 which conflicts with the terms of the loan agreement, my Authorization (PAD) and Canadian banking rules.

Please also note I have cancelled my PAD and authorization for easy financial to withdraw any more money from my bank account. My payment obligation is the 1st of every month a monthly payment.

On or around November 29, 2024 Easy Financial did breach the following;

Breached one of the main terms of the loan agreement being a MONTHLY payment on this loan by going into my account twice in one month on or around November 1st and again on or around November 29th. *** *** *** *** ** ** **** **********. They also Breached the first clause of the Loan agreement being Payment Obligations (being the first of the month).

They also Breached the Authorization Agreement (PAD) where they were authorized to go into my bank account for $115.18 MONTHLY. MONTHLY being once a month NOT twice in one month. Going into my bank account twice in one month cause the second attempt on November 29th to bounce that payment (for December) to which my bank charged a $45 NSF fee. Easy Financial charged a $50 NSF fee (which was added to the principal/balance).

They also broke the Canadian Bank Rule of direct debt which states direct debt is withdrawn on the next business day AFTER a weekend and/or a holiday. NOT before.

They also broke the Rules of the Canadian Payments Association who have established rules to make sure that PADs are properly authorized and protect against improper withdrawals.

Please Note I recently received $45 from easy financial for this $45 banking fee. However I did NOT receive, nor did the balance of the loan/principal go down said $50 NSF fee from easy financial and therefore the $50 NSF from easy financial is still outstanding. ($50)

On or around December 31, 2024 Easy Financial did breached the following;

Breached the Deferral Agreement which states the next withdrawal would be 01/01/2025 which is January 1st, 2025. Yet easy financial went into my bank account early on December 31st, 2024. Going into my account early (December 31st, 2024) when we agreed in the Deferral the next withdrawal would be 01/01/2025 caused January’s payment to bounce and my bank charged another $45 NSF fee leaving me $45 short to make January’s payment and making me have to wait until my GST money came in in order to make up the $45 shortage from the banks $45 NSF fee.

Once I received my GST money, I took $45 from that and added to the rest of my loan payment. Then on or around January 6th (you can see by my January bank statement) I went in to see ****** at the branch and I paid my January payment in full. ($115.18). Easy Financial also charged me another $50 NSF fee (which was added to the principal/balance).

They also broke the Canadian Bank Rule which states direct debt is withdrawn on the next business day AFTER a weekend or a holiday. NOT before.

They also broke the Rules of the Canadian Payments Association who have established rules to make sure that PADs are properly authorized and protect against improper withdrawals.

Please Note I did NOT receive this $45 banking fee from easy financial. I also did NOT receive the $50 NSF fee from easy financial nor did the balance of the loan/principal go down said $50 NSF fee from easy financial and therefore both the $45 banking fee and the $50 NSF from easy financial are still outstanding. ($95)

On or around January 31, 2025 Easy Financial did breached the following;

They Breached the terms of the loan agreement being a MONTHLY payment loan by going into my bank account on (January 31st) after I had already made the January monthly payment on or around January 6th 2025. Going into my account after the January payment was made (on January 6th) on January 31st is trying to get two payments in one month. They also Breached the first clause of the Loan agreement being Payment Obligations (being the first of the month).

Since I believed easy financial would again breach the monthly payment term and go into my account early, I put a stop payment on my bank account to help mitigate damages and fees from both the bank and easy financial. It cost me $25 for the stop payment instead of a $45 banking NSF fee.

However, easy financial still charged me a $50 NSF fee on February 5th AFTER I had made Februarys payment on February 4th a day prior to their $50 NSF fee.

Easy Financial also charged me a second “fee” of $50 on or around February 7th 3 days after I had made my February payment.

They also broke the Canadian Bank Rule which states direct debt is withdrawn on the next business day AFTER a weekend or a holiday. NOT before.

They also broke the Rules of the Canadian Payments Association who have established rules to make sure that PADs are properly authorized and protect against improper withdrawals.

Please Note I did NOT receive the $25 banking stop payment fee from easy financial. I also did NOT receive the 2 $50 NSF fees from easy financial nor did the balance of the loan/principal go down said $100 NSF fees from easy financial and therefore both the $25 banking stop payment fee and the $100 NSF fees (2 $50 NSF fees charged for February) from easy financial are still outstanding. ($125)

Please also note easy financial charged me an extra interest charge on or around February 7 in the amount of $32.07 for interest in the month of February on the same money/loan. I have asked for an explanation as to why the interest in February is so high and easy financial has failed to provide an answer. If you go thru all the interest payments there seems to be a second over charge on interest between January 4th and February 4th. I am still waiting for easy financial to explain this.

Please Note easy financial also charged me $43.62 for insurance for the entire month of March when my insurance was cancelled as of March 4th, 2025.

Please also note I have also cancelled my authorization and PAD so easy financial no longer has permission and or authorization to go into my bank account and take money to stop any further improper withdrawals.
Respectfully,

***** *******
Business Response
Date: 26/03/2025
easyfinancial strives to maintain transparency with its customers; however, during the loan processing, certain details were not fully explained, which led to some miscommunication.

To clarify, easyfinancial has removed the NSF fees and confirmed that the preauthorized payments, as requested by the customer, have been turned off.

The NSF fees were removed as follows:

The NSF fee originally charged on November 29, 2024, was removed on December 3, 2024.

The NSF fee originally charged on December 31, 2024, was removed on January 3, 2025.

The NSF fee originally charged on February 1, 2025, was removed on March 25, 2025.

The NSF fee originally charged on March 1, 2025, was removed on March 12, 2025.

Unfortunately, this misunderstanding led the customer to issue a stop payment through their bank, which resulted in the reversal of the payment withdrawn on February 1, 2025. This caused an NSF fee from easyfinancial, which was removed prior to the information listed above.

In an effort to prevent further issues, an easyfinancial agent explained to the customer that the due date could be adjusted to a later date for added security. A loan modification form was sent to the customer for review and action, but it has not yet been completed.

Additionally, the first page of the loan agreement clearly outlines the total repayment obligation, including accumulated interest. Payments made toward the loan are first applied to interest, then to any optional services, and finally to the principal balance. Since the loan is open-ended, customers have the option to make additional payments, and the application of those payments depends on when they are reflected in the account. Payments are first applied to accumulated interest and then to the principal balance. If a payment is made on the same day as the scheduled payment frequency, the entire amount will be applied to the principal balance, provided there are no deferrals or missed payments. Any outstanding deferrals or NSF fees must be cleared before payments can be applied to the principal.

Regarding the customer's inquiry about whether the loan agreement complies with Ontario's laws, easyfinancial confirms that the company is fully compliant with all applicable laws for financial institutions. The details regarding payment dates and schedules are disclosed in full in the loan agreement and were discussed with the customer at the time of funding.
Customer Answer
Date: 01/04/2025
The latest/last response from easy financial/go easy is NOT satisfactory.

I would like to point out a few things. First of all they do not acknowledge all of their contract agreements. (Authorization (PAD), Deferral, Loan Agreement).

Second, they refuse to explain why Februarys interest is so much higher than Januarys interest.

Third they fail to acknowledge they took money from my payment and applied to the full month of insurance for the month of March when the insurance was cancelled on the 4th of March.

Fourth, they are falsely claiming a naff on 12/03/2025. It even says wrong date. First notice it is the same information as 12/03/24. Then look back at ******’s email of February 19th when she provided me with the post transaction history. At the top you will see the post of 12/03/2025. How is it possible to have a post in February for March and how was a March transaction reversed in January?? (01/26/25).

As four the other 3 nsfv how is there 2 +$50.00 and 3 -$50.00 so NSF fee was not waived which is why the balance always stays the same. If $50 was really reversed then the balance would have gone down $50 each time and it NEVER went down.

Fifth they are explaining how interest is taken off for month payments. They failed to mention Clause 2 of the Loan Agreement which says “Interest on the Principal is calculated daily AND is payable according to the type of payment frequency chosen by you.” Mine is a monthly payment so interest is due monthly, not for extra payments!!

Lastly they failed to mention Clause 7 which says “Failure to make payment - if payment is not made WHEN DUE, you must pay an NSF fee. My payments are due on the 1st of every month.

I also filed the complaint with Consumers Protection Ontario as I said I would.

Respectfully,

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

I forgot to mention add up all the principal payments I have made and subtract that total from my principal loan $1,100.00 you will see my real balance is $251.27 not the $306.29 they are claiming. (Difference of $49.02 )

They have taken extra interest money from payments that should have gone to principal. (Over $60.)

You also have the receipt of them taking $50 from my $300 payment for no reason.

They won’t explain the $71 interest charge in February when January was only $26.

They have taking approximately an extra $39 for Marchs insurance that they have not returned to me.

Respectfully,

***** *******
Business Response
Date: 03/04/2025
easyfinancial acknowledges the Authorization (PAD), deferral, and loan agreement. On page 2, section 5, it is stated that payments will be withdrawn on the Friday before the weekend or a day before a holiday. Additionally, the PAD form, which outlines the loan repayment details, can be found on pages 5 and 6. The purpose of applying a deferral on a loan is to keep the account up to date when a payment reverses from the bank, which then results in a reversal on easyfinancial end.

Due to the customer placing a stop payment with their bank, the February and March payments were reversed. When a payment is reversed, the interest, insurance, and principal balance remain the same; however, a Non-Sufficient Funds (NSF) fee is added to the loan. While the account becomes delinquent, the customer continues to accumulate daily interest. When the next payment is withdrawn, it is applied first to the NSF fee, then to the interest, and to the Loan Protection Plan (LPP). The principal balance is not affected until the backdated interest and LPP are fully paid. Even though the customer canceled the LPP after the payment reversal, they are still responsible for paying for the backdated services and interest.

The payment withdrawn on November 29 was reversed. At that time, the per diem rate was $1.34, which was added to the balance each day, accumulating a total of $37.59 in interest. Insurance charges amounting to $43.62 were then deducted, leaving $33.97 to go toward the principal from the payment amount of $115.18. As a result, the customer is required to cover the NSF fee of $50.00, along with the interest, insurance from the previous payment, and the current interest and insurance charges.

The NSF fee for the $300.00 payment was reversed, and the payout amount was adjusted accordingly.

Additionally, the first page of the loan agreement clearly outlines the total repayment obligation, including accumulated interest. Payments made toward the loan are first applied to interest, then to any optional services, and finally to the principal balance. As the loan is open-ended, customers can make additional payments, and these payments are applied based on when they are reflected in the account. Payments made on the same day as the scheduled payment frequency are applied entirely to the principal balance, provided there are no deferrals or missed payments. Any outstanding deferrals or NSF fees must be cleared before payments can be applied to the principal balance.

easyfinancial genuinely hope this explanation clarifies the situation. Please know that we are here to assist you every step of the way. If you have any additional questions or concerns, or if there is anything further we can help you with, please don’t hesitate to reach out to our customer service team at 1-************.
Customer Answer
Date: 05/05/2025
I am filing complaints with regard to easy financial aka goeasy Ltd ********** and altering my accounting transaction history records, as well as misappropriating my payments that should have gone to my principal and therefor charging me interest on an incorrect and higher balance.

So let’s start with the evidence easy financial aka goeasy ltd has supplied the better business bureau and myself.
I would like to point out 2 very important things.

First, easy financial aka goeasy Ltd accounting transaction history record is MM/DD/YEAR. Which is month/day/year.

Second, at the bottom of each page on my accounting transaction history record it shows the date that easy financial aka Goeasy Ltd printed off my accounting transaction history record.

The date on the bottom of each page is 02/19/2025 which is February 19th, 2025 sent by ******. Another accounting transaction history record was sent to the BBB and myself on 03/25/2025. Which is March 25th, 2025. They seem to ******* and alter my accounting transaction history record after the dates as it fits them.

Here is the proof that easy financial aka goeasy ltd is ********** and altering my transaction accounting history records.
Let’s look at the NSF fees and NSFV “waived” NSF fees.

As we all can see my accounting transaction history record was printed off by easy financial aka goeasy Ltd on 02/19/2025 February 19th, 2025; a second accounting transaction history record was printed on 03/25/2025 (March 25, 2025) which we will compare after as well as smaller accounting transaction history records sent to me by email which are dated.

Please Note: that easy financial aka goeasy Ltd first accounting transaction at the top of the page for both accounting transaction history record is dated for 12/03/25 which they have high lighted, (in their 03/25/2025 March 25th, 2025 accounting transaction history records of my account) showing an NSF fee of $50. Which is impossible since 12/03/2025 is December 3rd, 2025 and December 3rd, 2025 is still OVER approximately 8 months AWAY!!

12/03/2025 Hasn’t even happened yet and it gets better, easy financial aka Goeasy Ltd also magically managed according to their accounting transaction history record of my account to have “WAIVED” this NSF fee dated 12/03/2025 (December 3rd, 2025) ON 01/26/2025 (January 26, 2025) almost an entire year BEFORE i12/03/2025. Which is impossible!! They have made up a $50 NSF fee and claimed to have waived it 01/26/2025 like the others??

Going down the page on the accounting transaction history record, the next NSF fee of $50 was on 03/05/2025 (March 5th, 2025) and there is NO RECORD of this NSF fee being “waived” up to April 2nd, 2025
email attached below showing April 1st payment and no entry for 03/05/2025 NSF fee being waived!!

Going down the page on the accounting transaction history record, the next NSF fee of $50 was on 02/05/2025 (February 5th, 2025) and there is NO RECORD of this NSF fee being “waived” up to April 2nd, 2025
email ******** ***** showing April 1st payment and no entry for 02/05/2025 NSF fee being waived!!

Going down the page on the accounting transaction history record, the next NSF fee of $50 was on 02/07/2025 (February 7th, 2025) and there is NO RECORD of this NSF fee being “waived” up to todays date May w4th, 2025.

Interesting I got 2 NSF fees in February and both of them AFTER Februarys payment was made on February 5th
, 2025.

Going down the page on the accounting transaction history record, the next NSF fee of $50 was on 01/03/2025 (January 3rd, 2025) caused by easy financial aka goeasy Ltd breaching Decembers Deferral Agreement stating the next withdrawal would be 01/01/2025 but they breached that Agreement and went in early (December 31st causing Januarys payment to bounce. I had to wait for my GST to come in to cover my $45 banking NSF fee caused by them breaching Decembers Deferral. I paid them January 4th, 2025.

According to their accounting transaction history record of my account they “WAIVED” this NSF fee dated 01/03/2025 (January 3rd, 2025) ON 01/26/2025 (January 26th, 2025).

Please Note: if you look at the accounting transaction history record you can see there is NO ENTRY for 01/26/2025 (January 26th, 2025) or any proof of the “waived” $50 NSF fee for 01/03/2025 (January 3rd,, 2025).

Going down the page on the accounting transaction history record, the next NSF fee of $50 was on 12/03/2024 (December 3rd, 2024) caused by easy financial aka goeasy Ltd breaching my Authorization/PAD which authorized a monthly payment and they had already gone into my account for Novembers payment on November 1st, 2024.

They breached my authorization/PAD and went in a second time in the same month on (November 29th, 2024) causing Decembers payment to bounce. I got a $45 banking NSF fee caused by them breaching my authouization/PAD which left me $45 short to make my Decembers payment, this left me no choice but to sign a Deferral for December.

According to their accounting transaction history record of my account they “WAIVED” this NSF fee dated 12/03/2024 (December 3rd, 2024)) ON 01/26/2025 (January 26th, 2025).

Please Note: if you look at the accounting transaction history record you can see there is NO ENTRY for 01/26/2025 (January 26th, 2025) or any proof of the “waived” $50 NSF fee for 12/03/2024 (December 3rd,, 2024).

Please refer back to the Loan Agreement, in particular The Key Terms Of The Loan. First Payment Date - 10/01/2024; Last Loan Payment Due - 08/01/2026; Type of Payment - MONTHY
Clause 1 - Payment Obligation “…The payments are due on each payment due date…”. ( which is the first of each month)

Clause 2 - (2nd sentence) “Interest on the principal is calculated daily and is payable according to the type of payment frequency chosen by you.” Look at Key Terms of the Loan - Type of Payment is MONTHLY!!!
Clause 4 - (1st sentence) “Prepayment - You have the right to make full or partial payment of the amount outstanding under your Personal Loan Agreement at any time WITHOUT ANY prepayment charge.

Respectfully,

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

easyfinancial Services Inc.
***** ******* Account No. ******** Customer: ******* Branch: ****
Efdate Tran Amount Fund Balance
12/03/2025 Principal
Reversed Fees
nsfw
0.00 Waive NSF payment fee 01/26/2025 wrong date
50.00 CAD
300.00 CAD
Entered
-825.59 01/26/2025
-825.59
50.00 Description : #SR-1729114
02/07/2025 Interest
lpdc
-32.07 Principal
217.93
Loan payment by debit card Fees -50.00
02/05/2025 nsf -50.00 CAD Principal 0.00
NSF returned payment fee -50.00
-1,043.52 - Origin system
-1,043.52 0.00 Revised
-1,043.52 0.00
-1,043.52 0.00 Revised
Fees
Description :
Loan Auto NSF charge
02/04/2025 Interest
02/01/2025 Interest
Reversed
01/04/2025 Interest
lpeh
115.18 CAD **** -71.56 Insurance -43.62 Principal
lpeh 02/19/2025
4
-27.94 Insurance
-3.23
115.18 CAD REMOTE 01.04 -87.24 Principal
Loan payment by easyhome and franchises PstTax
-3.23
***
-71.56 Insurance
Pre-authorized credit
02/05/2025 PstTax Auth Sub
115.18 CAD ******** -43.62 Principal
- Origin auto EFT Return: NSF (Debit Only)
Confidential Information
Page 1 of 4

Summary
Loan payment by easyhome and franchises PstTax
-6.46
0.00 Waive NSF payment fee
50.00 CAD -50.00
-50.00 CAD
-1,043.52
-1,043.52
-1,043.52
-1,043.52 -50.00
-1,043.52
Entered 01/26/2025 Fees Fees 50.00
Description : #SR-1729114
01/03/2025 Principal
Fees
Description : Loan Auto NSF charge
01/01/2025 amp Principal
nsf
0.00
NSF returned payment fee
easyfinancial Services Inc.
***** ******* Account No. ******** Customer: ******* Branch: ****
Efdate Tran Amount Fund Balance
Description :
01/03/2025 nsfw Principal
REMOTE 01.04
Description :
12/31/2024 *** Insurance
0.00 - Origin auto
EFT Return: NSF (Debit Only) 4
Reversed
12/03/2024 Principal
01/03/2025 PstTax Auth Sub
nsfw
0.00 Waive NSF payment fee
Fees
Entered 01/26/2025 Fees 02/19/2025
50.00 CAD -50.00
- Origin system
CAD
- Origin system Next Due date not advanced
Avail for missed payments was NSF [0.00] 115.18 CAD *********
0.00 Advance Missed Payment
-65.18 Principal Pre-authorized credit
-50.00
-4.83
Confidential Information
Page 2 of 4

Summary
Fees 50.00 Description : #SR-1729114
12/03/2024 nsf
Principal 0.00
easyfinancial Services Inc.
***** ******* Account No. ******** Customer: ******* Branch: ****
Efdate Tran Amount Fund Balance
12/01/2024 Principal
11/30/2024 Principal
amp
0.00 Advance Missed Payment
Entered 12/05/2024
11/29/2024 Interest
Reversed
11/01/2024 Interest
10/01/2024 Interest
***
-37.59 Insurance
Pre-authorized credit
*** 02/19/2025
115.18 CAD ******** -43.62 Principal
NSF returned payment fee -50.00
- Origin system
CAD
Fees
Description : Loan Auto NSF charge
ext
0.00 Skip a Loan Payment
CAD
115.18 CAD ********* -43.62 Principal
12/03/2024 PstTax Auth Sub
***
- Origin auto EFT Return: NSF (Debit Only)
-42.77 Insurance Pre-authorized credit
PstTax
Auth Sub 4
-43.87 Insurance
115.18 CAD ********* -43.62 Principal
- Origin auto
4
-3.23
-3.23
-50.00 CAD
-1,043.52
-1,043.52
-1,043.52
-1,043.52 33.97
-1,043.52 28.79
-1,072.31 27.69
- Origin system Avail for missed payments was NSF [0.00]
Confidential Information
Page 3 of 4

Summary
easyfinancial Services Inc. - Origin auto
***** ******* Account No. ******** Customer: ******* Branch: ****
Efdate Tran Amount Fund Balance
08/31/2024 Principal
08/31/2024
08/31/2024 Principal
CAD Fund
-1,100.00
-1,100.00
-1,100.00
Business Response
Date: 20/05/2025
easyfinancial acknowledges the customer's efforts in working with the company to address misunderstandings about their transaction summary. easyfinancial apologizes for any confusion caused by misleading dates on the transaction history. A future date noted on the transaction history was due to a posting error and has since been corrected.

Clarifications Provided by easyfinancial:

1. NSF Fees:
- All non-sufficient funds (NSF) fees were waived as indicated by the code “waive NSF payment fee” on the transaction summary.
- Each NSF fee reflects the date it was charged post-payment default. For instance, an NSF fee applied on February 5th was waived on April 3rd, 2025 by the back end team. This date is the entered date at which it was waived and not charged.
- Similarly, the NSF fee from December 3rd was waived on January 26th, 2025.

2. Payment Adjustments:
- Once fees were waived, payments were revised and adjusted, as marked by "revised" next to each payment entry.

3. Terms and Conditions:
- easyfinancial explains that payments scheduled on weekends or holidays are processed on the prior business day, as detailed in Section 5.
- Section 4 is the prepayment clause allows for early or extra payments without penalty, unrelated to Section 5.
- Section 7 specifies that if a payment is missed, an NSF fee is charged, and the entire unpaid principal and interest may become due. Payments due on weekends or holidays are required charged the business day prior.

easyfinancial understands that the transaction may not as clear. However, easyfinancial has worked with the customer to explain how each NSF fee waswaived. easyfinancial appreciates the customer's understanding and cooperation in resolving these issues. The company remains committed to addressing any further questions or concerns. If the customer needs further clarification about their account, we encourage tp speak with their easyfinancial customer service team at 1-*************
Customer Answer
Date: 21/05/2025
I have not heard anything regarding my last email regarding easy financial aka goeasy Ltd **********, altering and **********ly misappropriating part of my payments for things that should have gone to the principal of my loan and reduced my balance.

Please note my current balance is showing as $189.00. I will NOT be paying easy financial aka goeasy Ltd any more money as they owe me money.
As I said above my current balance shows as 189.00, however, they have charged me insurance for 27 days for which I did not have insurance coverage which is insurance fraud.

The extra money they took is $37.80 so deduct that from the $189.00 makes the balance $151.20. (This has been reported to OLHI and I will also be
reporting it to the Police and the Law Society of Upper Canada against ******* ******** ******, lawyer society number ******)

The new balance is $101.20 minus all the extra ********** interest they took that was to go to the principal of my loan and reduce my balance on February 7th, 2025 ($32.07) and on February 28th, 2025 ($22.31). I had already paid interest on the total balance owing on the loan for February 2025 on February 4th, 2025.

They can’t charge interest a second and third time on smaller amounts of money on the same money in the same month. Look at Key Terms of Loan, Type of Payment is MONTHLY.
Customer Answer
Date: 21/05/2025
****** *** ********
they did it again on March 13th, 2025 ($5.89).
The extra ********** interest for February and March totals $60.27 in additional ********** interest charges.

Now deduct the $60.27 from the balance of $101.20 makes the new balance $40.93. (This will also be reported to the Police and the Law Society of Upper Canada against ******* ******** ******, law society number ******).

The new balance of $40.93 minus the $45 banking fee I was charged when they breached Decembers Deferral by going in December 31st, 2024 instead of the date 01/01/2025 as written in the deferral contract which they wrote up and they put the date as 01/01/2025.
So $40.93 minus $45. Means they owe me money. (This will also be reported to the Police and the Law Society of Upper Canada against ******* ******** ******, law society number ******).

However, I will eat the $4.07 they owe me and the stop payment fee IF they make all the above corrections to my account and bring my balance to $0.00 and close my account with them immediately.

Respectfully,

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

Business Response
Date: 30/05/2025
easyfinancial appreciates the customer trying to work with us to resolve the issue. In this case, easyfinancial has previously explained that payments were adjusted and revised. There is no further interest adjustments made to those payments. As explained by easyfinancial on multiple occasions, the payments were deducted according to section 5 of the terms and conditions. Payment dates that fall on a weekend or a holiday will be deducted the prior business day. easyfinancial has already refunded customer the bank NSF fee as a one time gesture and no other refund will be actioned. easyfinancial has corrected any errors on their part and would like the customer to accept this resolution. easyfinancial will not be able to do anything further. If the customer has any other objections, it can be directly addressed to the customer service team at 1-************ from Mon-Fri: 8 am to 8 pm and Sat-Sun: 10 am to 6:30 pm EST.
Customer Answer
Date: 09/06/2025

The last response from easy financial aka goeasy Ltd is NOT satisfactory!

Easy financial aka goeasy Ltd does NOT even respond to my complaint regarding the insurance fraud and owing me money from that

Nor do they respond to the fraud of $50 they took from my payment for no reason which they also owe me

Nor do they respond to illegal charging me insurance 3 times in the month in February and twice in March when the contract says insurance is charged once a month. This is also money they owe me.

Nor do they respond to breaching our Deferral Agreement which is a separate legal document from the loan to which clause 5 in the loan agreement does not apply. Therefore they also owe me the $45 banking I got charged for them breaching the deferral agreement.

Respectfully,

***** *******
Business Response
Date: 19/06/2025
easyfinancial acknowledges the customer's efforts in addressing misunderstandings about their transaction summary. The company provides the following clarifications:

1. Insurance Charges:

- The insurance was not charged three times within two months. The confusion seems to stem from the breakdown of the transaction summary. Upon reviewing the missed payments on February 1st and March 1st, it is evident that these payments are marked as "reversed," indicating they were returned. Thus, the insurance was only charged when payments were made successfully on February 4th and March 7th, resulting in one insurance charge per month.

2. $50 Payment:

- The charge reflected on the statement corresponds to an arrangement the customer made to pay $450 in-store, split into $400 and $50, both posted on February 28th. This payment was not automatically withdrawn by easyfinancial; it was manually made by the customer.

3. Terms and Conditions:

- As stated in Section 5 of the agreement, payments scheduled on weekends or holidays are processed on the prior business day.
- Section 4, the prepayment clause, allows for early or extra payments without penalty, which is unrelated to Section 5.
- Section 7 specifies that if a payment is missed, an NSF fee is charged, and the entire unpaid principal and interest may become due. Payments due on weekends or holidays are processed on the prior business day.

Based on this information, easyfinancial is not obligated to refund any charges on the customer's loan and stands by this resolution. easyfinancial encourages the customer to reach out to their customer service team at 1-************ for further clarification regarding their account.
Initial Complaint
Date:08/01/2025
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 obtained a personal loan from easyfinancial in 2024. Apparently the loan included a cost for credit score monitoring ($10.50 per pay period). Each pay period I would receive an email from EasyFinancial stating that my payment was upcoming and was going to be automatically withdrawn from my account. In Sep 2024, I paid off the loan in full and was told by the branch that I would no longer have to make payments. After the loan was paid off, I stopped receiving emails that a payment was due, so I assumed that the loan was paid off and closed. Easyfinancial continued to withdraw $10.50 twice a month until I recently discovered this. I had to call the head office to get them to stop the withdrawals. They said that when i obtained the loan I agreed to pay this credit monitoring and that it was ongoing after the loan was paid off. I don’t believe this type of practice should be allowed. After I paid the loan, I specifically asked the branch if any more withdrawals would be taken out and they told me there would not be any more withdrawals. Also, I stopped receiving emails that a payment would be withdrawn. If the Credit score monitoring was still going to be withdrawn, I should have still received and email notifying me of this.
Business Response
Date: 10/01/2025
easyfinancial appreciates the opportunity to address the
customer's concerns. It seems there was a miscommunication regarding the
account. easyfinancial will be handling this case and addressing the issue
internally. The company is currently working with the customer to resolve this
matter.
Customer Answer
Date: 23/01/2025
Nothing was ever resolved for this issue.

Someone from GoEasy called me on a Friday afternoon around 5:00 pm.

I told him I was unable to talk and we agreed that he would call me the following monday.

I have not heard from him again.

Thanks

*****
Business Response
Date: 07/05/2025
easyfinancial wishes to apologize for the outstanding concerns the customer has had since their loan was paid in full in September of 2024 and can confirm that as noted above, the optional credit optimizer product is a subscription service that is signed and agreed upon in the loan agreement Terms and Conditions with the customer and company. Once the money borrowed and interest obligation has been repaid the contractual payments to easyfinancial will no longer be active but if Credit Optimizer was agreed upon the subscription cost of $10/month will continue to be charged to the customer until they choose to end the membership. Credit Optimizer is a credit building program that not only allows our customers to see their ********** credit report on a regular basis but also provides real time fraud alerts and credit coaching and support to help customers build their credit score and report to the best it can be.
easyfinancial can confirm that the product has been cancelled and follow up communication with the customer and a Team Manager of the customer service team will occur to ensure the matter is fully addressed and resolved accordingly.
Customer Answer
Date: 08/05/2025

Complaint: ********

I am rejecting this response because: Please see email response to EasyFinancial. * ******* ***** ******** ** ********* *** ******** ******** ***. I would like either a refund of the fees or guarantees that this practice will not continue for other customers.

Sincerely,

***** ****
Business Response
Date: 13/05/2025
easyfinancial wishes to thank the customer for sharing their concerns and providing feedback on ways in which their experience was less than ideal regarding the optional credit optimizer product provided by easyfinancial services to the customer at the time of borrowing. The Credit Optimizer product provides customers with the opportunity to monitor their credit, receive real time fraud alerts and help plan and build their ideal credit scores and a product many of our customers have found beneficial and helpful on the credit building journey. Unfortunately, the clarification and confirmation that the product would remain available for the customer after they paid out their loan in full was not communicated clearly and easyfinancial apologizes that this caused more frustration than satisfaction in the end.
A satisfactory resolution has been agreed upon between the customer and company to address the misunderstanding and the customer has confirmed they are satisfied with the resolution at this time.
easyfinancial considers this matter resolved and will continue to use customer feedback such as this to help enhance the customer experience and improve our product services where possible.
Customer Answer
Date: 17/05/2025

Better Business Bureau:

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

I really appreciate the efforts from ****** ****, as she was very reactive and helpful.

Sincerely,

***** ****
Initial Complaint
Date:06/01/2025
Type:Sales and Advertising 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.
The first loan I got back in November already I was tricked into almost signing a contract to have loan protection and credit optimizer put on my loan. I had to fight phone head office to have it removed. I got a call a few weeks later from a lady at easy financial and the first words out of her mouth were... I can offer you another loan or increase on your loan with absolutely no credit check at all. I declined at that time and that was fine. I got a call back on December 13th from another gentleman at the same branch and the first words out of his mouth were.. I can offer you an increase on your loan with absolutely no credit check. I went over this numerous times with him and I stressed the fact that if it is going to involve a credit check I do not want it. I was told and reassured there is zero credit check. They will not ding my credit score again for a second time. I find out later on that the branch does not record their calls. *** ********* ** *****. I have made multiple calls to the head office and nobody seems to want to do anything because the gentleman is ***** to his supervisor and stating he advised me there would be a credit check which is false.!
He also tried to **** me into taking the employment insurance for $100 a month on 16-month term plus the credit optimizer which I made it clear before he made up the contract. I do not want that on there. He then proceeded to put it in. Big letters declined and try to trick me into signing it showing me is the client and when you read the small print it says decline for credit optimizer. Then he continued to *** to me and tell me that it's mandatory that I take this employment insurance for at least 90 days and then he could remove it which is absolutely false. I would like to hear from someone higher up in this company that will go and fix my credit score. I am tired of being **** to over and over and nobody wants to do a single thing about it.
Business Response
Date: 10/01/2025
We appreciate the opportunity to address the customer’s concerns and sincerely thank them for bringing this matter to our attention.
At easyfinancial, we are committed to providing clear and transparent communication in all our interactions. We understand that the customer has since spoken with a member of our Resolutions Team, and the issue has been resolved. Once the branch staff became aware of the miscommunication, immediate action was taken to remove the inquiry from the customer’s credit file.
We deeply regret any frustration or inconvenience the customer experienced during this process and take their feedback seriously as we strive to improve our services.
We are grateful to the customer for bringing this matter to light and allowing us the opportunity to address it.
Customer Answer
Date: 11/01/2025

Better Business Bureau:

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

Sincerely,

******* *********
Initial Complaint
Date:22/11/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I sent an e-mail to someone from Easy Financial and never heard back. I guess it is an unmonitored inbox.
I don’t have the patience to get on the phone as I’m at work.
This is the only feasible way.
Not only am I getting ****** on interest, but now a derogatory is marked on my credit which is an R7 and I want to personally thank these guys for ruining my life , again. You guys were part of the reason I went through consolidated credit , then I was stupid enough to come back again . I definitely won’t be after this. * ****** **** ** **** *****.
I e-mailed about payout as soon as my funds from my rsp are clear, I am getting rid of this account under the condition to please remove that derogatory mark. I did not miss a payment and was not made aware. There is no letter or e-mail stating so. ****** ** ******** **** ** ******* *** **** ********* ** **** ** ** *** ******* ****** ****** *** *** ********** *****.
There also have been no phone calls on my cell or work phone.
I also checked app and there is no missed payment. I guess that doesn't record that, which was a waste of my time.
It is because of you guys I couldn’t get over draft, or even a bank loan, now I have to take out of my rsp. Oh well!
I would have never came back if I wasn’t desperate, which got me into trouble anyway .A so called friend needed help and I helped so this should be friends bill. Not only am I out of money but now my credit sucks!
Fix my credit report and I will gladly pay you in full because this is ridiculous. ** ****** **** *** ******** *** *********
Customer Answer
Date: 25/11/2024
****** *** ***** *********** ** I paid them today less the amount they’re going to withdraw as pre authorized debit . **** *** ***** **** .

I still need that derogatory removed from my credit as I don’t know why they did that . It makes no sense to me and the past is the past . I still have no record of nsf , and I sent that letter from Consolidated Credit for this loan . My profile was not marked before to my knowledge before and why now ?? If I knew that was going to happen , I would have declined the approval.

I learned my lesson about the not paying a loan to term . The only reason why I was there anyway was for my partner at the time and then had to go through consolidated credit .

This time I panicked thanks to a so called friend but I can rest assure , I will never again help anyone.

The first time was different or so I thought. Because , this so called friend is a social worker ……. Profession means nothing and to be more honest I fed her and her daughter , paid for car repair and lights because they were cut and cold . In total was over $5000 and I got back so far less than $500 . You’d think 20 plus years would mean something as friends but nope . Painful lesson but my life is painful anyway.

It’s no point for me to go to ********** and it’s no point for court as I’m not getting a lawyer . Lol

I know so far I paid over $1000 interest and that is not good enough either. However , that is the least of my worries right now.

Lesson learned about returning as a customer as well. If I am ever stupid again , I rather be dead to be honest . The stress this news has caused , is unbelievable. Seeing my score today , made me so mad because I worked so hard to almost hit 700 . Now it’s like what , 587…..

I guess I can kiss a possible mortgage good bye . I should have went for it when I was pre-approved over a year ago and between the 6-7 year mark of that consolidated credit mistake .

I’ve already felt ****** about my life, but this broke me ……

I would appreciate help. I am sorry that I am upset .

How would you feel if this happened to you ?

If someone can pull a Christmas Miracle , please do so . I don’t know what I did to ever deserve this …. Consequence of being a good person . I hope Karma goes after those who did me wrong but it seems karma strikes me ….. Especially with this …..

Thanks
Business Response
Date: 29/11/2024
easyfinancial wishes to express gratitude to ******** for collaborating with customer service to resolve the issue. easyfinancial apologizes for any discrepancies that may have appeared on the credit report and has taken measures to remove the derogatory flag on the loan. The reason for the derogatory flag was due to a loan from 2013 that was paid out through credit counseling, which caused the error on the report. The easyfinancial credit bureau team is actively working with ********** to correct the status. Once the information is updated, the customer should notice the change within 30-45 business days. If the discrepancy persists after 30-45 business days, the customer is encouraged to contact the easyfinancial customer service team at 1-************, available Monday to Friday from 8 am to 8 pm and Saturday to Sunday from 10 am to 6:30 pm EST.
Customer Answer
Date: 29/11/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you to you all .

Sincerely,

******** ******
Initial Complaint
Date:18/11/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a loan with Easyfinancial that was paid and processed on September 9th. I called to verify it was paid in full and they said there was some interest owing which would come out on my next withdrawal date. Nothing was taken out until October 31st. They took the normal payment of $258. Then on Nov 14th. They took another payment for $258. So now I am paying for interest on interest charges. They should of taken the payment in September and not the end of October when their interest rate is $12.24 a day. This was not my error and I would like these payments stopped as the loan was paid in full from ** ****** ***** and reimbursed for the 2 payments taken after it was paid.
Business Response
Date: 21/11/2024
easyfinancial appreciates the opportunity to address the customer's concerns. We experienced a systematic error that prevented the payment from being withdrawn on the scheduled date. As a result of this error, easyfinancial will address the matter by backdating one of the payments that was withdrawn and issuing a full refund for the second payment. Additionally, we will update the credit bureau to reflect that the account has been paid in full. There is currently an ongoing discussion with the customer and a resolution Agent with getting the issue resolved.
Customer Answer
Date: 21/11/2024

Better Business Bureau:

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

Sincerely,

***** *****
Initial Complaint
Date:14/11/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received several emails that I've been approved for an extension loan without no credit check inquiry and a reduced APR. Before I accepted this offer I specifically asked if there is no credit check inquiry and I was told that there is none because this is an internal offer from an existing loan.
Few days after the deal was done I got a notification that on Sep 12 I had a credit check inquiry from Easyfinancial (Goeasy LTD).
I called the branch to remove it but they are refusing to communicate.
Business Response
Date: 19/11/2024
Clarification Regarding Credit Check Process

Dear ****** *********,

I understand your concerns regarding the credit check performed on your credit report. Please note that the initial offer is not based on a full credit check, but rather a soft inquiry, which provides us with an overview of your credit report. However, once you accept the loan offer, you must consent to a hard credit check. By accepting the loan, you provided your consent for this hard check, which was then performed in accordance with your approval. Since you accepted the offer, consented to the loan, and accepted the increase we will not be able to remove the credit check at this time.

I apologize for any confusion or misunderstanding regarding the loan increase that was offered to you.

Kind regards,

Easy Financial
Initial Complaint
Date:07/11/2024
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 applied for a loan a while ago from easy financial! I was paying and I had insurance on my loan! I fell ill and had to stop working and as a result I am on Ei! I informed easy financial that I am going back to work and can pay in January I am being harassed beyond measure since September I even gave several documents and proof and my insurance form signed by my doctor and they aren't accepting it! They call on holidays they call on weekends, they even argued on the phone with me telling me they were going to get me fired from my job, they told me ask my friends and family yo borrow money and I told them I did my part I have insurance and can pay in January now they are calling and hanging up 6 times a day! This is wild that it's ok
Business Response
Date: 15/11/2024
Easyfinancial is taking the opportunity to address the
customer’s concerns and provide clarifications regarding their account.
After full review of the customer’s account, we can confirm that a claim was filed with ******** due to the
customer's medical leave. However, the submitted claim lacked certain required
information. Both our branch and ******** have made efforts to communicate the
requirement for additional documentation from the customer's physician;
however, we have yet to receive a response.
Easyfinancial has made
several attempts to contact the customer, unfortunately without success. Consequently,
as the account is currently in arrears, collection activities will proceed in
accordance with the contractual agreement. The customer has been informed that
their claim will be reopened upon reception of the necessary information from
their physician. We strongly encourage the customer to engage with our team to make
necessary arrangements and ensure all follow-up actions are conducted in a
timely manner. Thank you
Initial Complaint
Date:29/10/2024
Type:Order 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.
This complaint is being filed to help rectify and have the business immediately cancel optional services and agreements that they have so far refused to cancel, deferred cancelling, or told the account holder to call other numbers (none of which are helpful).

I, ***** ***** am looking to cancel the following optional services and agreements that are associated with my loan agreement. For each of the following requests, the initial request was made within 14 days of the original agreement, was requested at the branch, with Customer Service through their toll free number, and via Email in writing with a signature of the account holder, my self, myself ***** *****.

1. Cancel optional service - Credit Optimizer Subscription (agreement states it can be cancelled anytime.
2. Cancel agreement for "Pre-Authorized Debit" to account holder's personal ** Bank account. (agreement and law state that this can be revoked at anytime).
3. Cancel Optional Payment Plan authorization, authorizing garnishment of employment wages. As per the agreement, allowed to be cancelled and revoked with 30 days notice. In addition, Easy Financial is requested to not renew or re-instate this in the future.
4. Cancel Optional Home & Auto Security Plan Membership Service and Fee. (request was made but we were told to call another number for another company. That company was not helpful and stated that we had to cancel with Easy Financial.
Business Response
Date: 20/11/2024
Thank you for reaching out. easyfinancial is here to assist you with your concerns and help get your account back on track regarding the complaint filed with the Better Business Bureau.
It’s great to see that you’re taking proactive steps to address the issues raised in the complaint. Below is a summary of the actions:
1. A form will be provided to cancel the Credit Optimizer, which should reduce your bi-weekly payments.
2. To cancel the Home and Auto service, you can contact the service provider directly at 1-************ or use their chat service.
3. You will receive an email to help facilitate the cancellation of the preauthorized payment on your account.
Regarding the garnishment of wages, please note that this is a standard procedure for delinquent accounts, as outlined in the terms and conditions of your loan with easyfinancial. It’s crucial to keep the lines of communication open to prevent further actions, such as the selling of the debt to a third-party agency, after 90 days of non-payment.
Please make sure to stay in touch and reach out at 1-************, available from 8 am to 8 pm Monday through Friday, and 10 am to 6:30 pm on weekends, if you have any additional questions or concerns.
Let me know if there’s anything else I can assist you with.
Thank you!
Customer Answer
Date: 10/12/2024

Complaint: ********

I am rejecting this response because of the following:
I am responding to the points in your last correspondence.
1. I have not received the form to cancel the Credit Optimizer. I had called Easy Fincancial and they refused to help me. I am still waiting for you to cancel or provide a form.
2. Can you please provide the Home and Auto Service chat URL? I have spoken to them and they are not agreeing to cancel it as per the date of my original request. In fact, they have still not cancelled it at all.
3. I am still waiting on this email. I have not received it as of yet. I believe that your company purposefully attempts to hide resolutions and obtain cancelations.
Finally, the most important, is that I am removing authorization for you to garnish my wages with my employer. I understand that it is standard practice for you to do so when you have authorization. But I have withdrawn such authorization. Similar to my right to cancel authorization for PAD, I am have repeatedly asked and continue to ask you to not garnish my wages. If you would like to do so in the future, you are welcome to get court obtain judgement and/or court authorization for the same.

Sincerely,

***** *****
Business Response
Date: 29/12/2024
Thank you for reaching out to us. easyfinancial understands that you may have some concerns regarding your financial journey, and look forward to addressing those issues to ensure clarity moving forward.

Firstly, easyfinancial confirms that the preauthorized payments as requested has been turned off. Regarding the cancellation of the Credit Optimizer service, please contact our head office directly to have this service removed from your account.

For the cancellation of the Home and Auto service, we have provided the necessary contact number: please reach out to 1-************, available Monday through Friday from 8:00 AM to 4:00 PM. This service is managed by a third-party provider, and they will be able to assist you with the cancellation.

Concerning the garnishment of wages, to clarify that this is a standard procedure for accounts that have become delinquent. As per the terms and conditions of your loan agreement with easyfinancial, wage garnishment may be pursued if the account remains in default. It’s important to maintain open communication with us to avoid further actions, such as the selling of the debt to a third-party collection agency, which could occur after 90 days of non-payment.

We value your understanding and cooperation and are here to support you in resolving these matters. If you have any further questions or need assistance, please don’t hesitate to contact us.

Sincerely,
Customer Service
Customer Answer
Date: 08/01/2025

Complaint: ********

I am rejecting this response because:
EasyFinancial is not following or respecting the Laws of Ontario.
Neeta signed an "Optional Payment Plan Letter" for the garnishment of her wages through her employer. A request has been made to revoke such permission on several occasions, including by phone, email, and through the BBB.
The "Optional Payment Plan Letter" is in other words a voluntary wage assignment and in Ontario is not legally binding.
On the first such request and each subsequent one, the attempts at revocation of the optional garnishment have been rebuffed as matter of policy of EasyFinancial.
According to a blog post on www.davidsklar.com, the website of a debt consultation service, "Section 7 of the Ontario Wages Act prohibits a creditor from enforcing a voluntary wage assignment." It further states "Therefore, you can revoke your permission for a voluntary wage assignment you have entered into with a general creditor..."
https://**********************************************************************************************************************************************************************************************************************************

And according to the Government of Ontario website, Wages Act, R.S.O. 1990, c. W.1, Section 7 (7) states, "... an assignment of wages or any part of them to secure payment of a debt is invalid."
https://*********************************
I once again kindly, yet firmly demand that you with immediate effect accept the request to cancel the "Optional Payment Plan Letter". Further, I request that you reimburse any amounts that have been submitted to you as a result of the garnishment, if any, and forward those to me. Finally, I request that you cancel any request for garnishment to my employer and inform them that you took such steps towards garnishment without proper cause.
Despite my repeated requests, I imagine that you may not comply. Given that you have such policies that contravene our laws, refuse multiple requests, and are probably in the business of preying on vulnerable individuals, my belief is that you usually get away with not complying.
If this request is not honoured, as well as all previous requests that have still not been honoured, I will have no choice to take further action to protect my rights and will hold EasyFinancial fully responsible. EasyFinancial will have to bear the cost of my time, cost of my legal counsel, costs incurred by me for premiums, fees, interest, and other exorbitant costs associated with this agreement, costs related to my mental health for frustration and embarrassment, and costs associated with penalties for breaking the law.
Given that our government have enacted legislation coming in force as of January 1, 2025 this year, related to high-interest (and high fee) loan companies, I imagine that our law makers and those who enforce our laws will not be kind to those who take advantage of people and flout our laws.
I trust that you shall govern yourself accordingly.

Sincerely,

***** *****
Business Response
Date: 05/02/2025
easyfinancial would like to address the concerns raised in this complaint and provide clarification regarding the customer's account and loan agreement.

A copy of the loan agreement has been provided, confirming that the optional policy was included as part of the loan agreement at the time of funding. The agreement, which contains the customer’s electronically signed signature, outlines all terms and conditions, including the optional payment plan. A copy of this signed agreement has been sent to the customer’s email for their records.

Regarding wage garnishment, this is a standard procedure for delinquent accounts. As outlined in the loan agreement, wage garnishment may be pursued if the account remains in default. Easyfinancial encourages open communication to explore alternative solutions and prevent further action, including the potential sale of the debt to a third-party collection agency after 90 days of non-payment.
With respect to ancillary services such as home and auto insurance, loan insurance, and credit monitoring, Easyfinancial ensures that all customers are fully informed of these options prior to funding. While these services may not be necessary for every applicant, it is our responsibility to educate customers about their availability.

Multiple attempts have been made to contact the customer regarding their inquiry. A cancellation form for credit monitoring was sent on December 29, 2024; however, the customer has not responded to sign and complete the cancellation process.

The loan is being represented by the Legal department, and they are actively working on it.

easyfinancial remains committed to resolving this matter and providing support. We request the customer respond to our communication to continue to support them.
Customer Answer
Date: 05/02/2025

Complaint: ********

I am rejecting this response because:
The business, EasyFinancial has not provided reasons to specifically address the points raised in the complaint. EasyFinancial continues to state facts and opinions that aren't relevant to the complaint.
Again, for clarification please see the following:
1. Optional Payment Plan - The operative term here is optional. Since it is optional, such option is being revoked and no longer exercised. A call was made to the branch, head office, accounts receivable, and a letter sent by email to Customer Service to cancel the loan, as is allowable as per the agreement. In addition, the optional services were cancelled.
2. Garnishment of wages - EasyFinancial has been provided with information showing that garnishment of wages is not allowed, if so requested, without a court order. EasyFinancial does not have a court order for such garnishment. So long as EasyFinancial attempts to garnish wages or even threaten to do so, it is not acting in good faith. EasyFinancial just stating that this is their policy is irrelevant. What is relevant is the agreement and the law in Ontario. The specific citations have already been provided to EasyFinancial. EasyFinancial has not addressed this citation.
3. Ancilliary Services - Please send the cancellation forms to ******@**********************.com. I have not found or not received the cancellation form that you EasyFinancial has claimed to have sent. Many verbal and written requests have been made. If EasyFinancial continues to insist on a particular form, then it is EasyFinancials responsbility to ensure that form is accessible.

Sincerely,

***** *****
Business Response
Date: 11/02/2025
After reviewing the BBB complaint brought to easyfinancial's attention, it has been confirmed that several of the issues raised have already been addressed. The preauthorized debit has been removed, and the cancellation form was sent to the customer’s email on December 29, 2024. Additionally, the necessary information was provided to cancel the Home and Auto coverage.

Regarding the cancellation of the Credit Monitoring, since the loan was written off, it is no longer accessible and has been removed from the system.

As for the optional payment plan, as mentioned in the previous BBB response, it is a standard procedure for delinquent accounts, as outlined in the terms and conditions of the loan with easyfinancial. To proceed with the optional payment plan, the document will be submitted to the customer's employer. If the employer agrees to withdraw the payment from the customer’s pay, easyfinancial will take the necessary steps to ensure the action is completed correctly.

Due to the loan default, the legal department has taken over the account and is currently working the loan.
Should you have any further questions or require additional information, please do not hesitate to reach out. Your satisfaction and understanding are of the utmost importance to us.
Initial Complaint
Date:27/09/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a loan with them but have since joined ****** *********** ******* program to help with my debt. Easy financial has been receiving payments but are constantly harassing me and bullying me to repay them when I have an agreement already. I’ve repeatedly contacted them to advise that I am with ***, they accepted the proposal and to contact them and I am not supposed to contact my creditors as part of the program. They have been causing mental health issues to me and I want them to stop.
Business Response
Date: 05/10/2024

Easyfinancial would
like to apologize for the inconvenience this may have caused to the customer. We
value our customer’s feedback and welcome the opportunity to review current processes
and assess where improvements can be made moving forward. After reviewing the account, we can confirm the
customer is still under credit counselling. We have reached out to the
customer’s local branch and provided the proper coaching to make sure that the
customer is not contacted while they are on ***. There will be notes left on the
customer’s file confirming any contact regarding the customer’s loan should be
directed to the Trustee.

Easyfinancial would
like to thank you for giving us the opportunity to correct the situation at
hand.

Regards,
Customer Answer
Date: 05/10/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Should more contact be made, another complaint will be opened and will reference this first complaint.

Sincerely,

******* *******
Customer Answer
Date: 07/01/2025

Complaint: ********

I am rejecting this response because:
This is the second complaint I’ve had to make with them. The first one they said the exact same thing. Since that claim and since they agreeded to stop reaching out to me, they can continued to call and email and harass me for a payment. Every time I have directed them to *** but they stil kept calling and pressuring me. This has caused a lot of stress as they said they would garnish wages from work if it’s not paid. This caused me to miss work and have some really bad stress. Since this is the second claim, I am wanting them to eliminate my account.

Sincerely,

******* *******
Business Response
Date: 14/01/2025
Thank you for reaching out and sharing your concerns with us. We sincerely apologize for any distress or inconvenience caused by our communications. We understand how difficult it can be to manage debt, and we take your situation seriously.

We are aware that you are now enrolled in a debt management program with the ****** *********** ******* (***). We apologize for any misunderstanding or oversight on our part in continuing to contact you directly. We respect your agreement with *** and will ensure that future communication is directed to them as your representative.

Please rest assured that we will immediately update our records and cease any further direct contact with you. We understand the importance of adhering to the terms of your program and will work closely with *** to ensure that all matters related to your loan are handled appropriately moving forward.

We deeply regret any impact this has had on your mental health and want to assure you that we are committed to resolving this issue in a respectful and professional manner. If you have any further concerns or need assistance, please do not hesitate to reach out to us or to *** directly.

Thank you for your patience, and again, we apologize for any undue stress caused.
Initial Complaint
Date:03/05/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I applied for and received a loan from Easyfinancial. I fell behind on my loan as a result of job loss. I notified them numerous times to stop the harassing phone calls to both myself and my mother. They call upwards of 5 times per day. I have notified them of my current financial position and have let them know that they can either send me to collections of they must, or wait till the date I gave them for when I can start making payments again. Yet, still, they call. Every day of the week, at all hours of the day.
Business Response
Date: 23/05/2024
easyfinancial has reached out to the customer and come to a resolution. easyfinancial never wants our customes to feel like we are harrassing them. easyfinacnial does require the customes to make payments on time and when an account is past due we do contact the customer for payments. easyfinacial has helped the customer use the insurance on the loan to get any payments that were made during the period of unemployed, put towards the loan.

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