Complaints

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

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  goeasy Ltd

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

  
• 

  goeasy Ltd

  10 185 East Hills Blvd SE Calgary, AB T2A 6Z8

• 

  goeasy Ltd

  12 3012 17 Ave SE Calgary, AB T2A 0P9

• 

  goeasy Ltd

  120 2765 Main St SW Airdrie, AB T4B 3G2

• 

  goeasy Ltd

  30 3115 26 Ave N Lethbridge, AB T1H 5P4

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:30/11/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July 2023. I went into Easy Financial and put $14,000 dollars cash down on the loan my partner and I had. I was the co-signer of the loan, and the loan was for my common-law boyfriend. I had to sign numerous documents as the co-signer.
  
  My partner contacted Easy Financial to discuss the remaining $1775.00 owing and they said they would waive the $1775 because we had never missed a payment and had been loyal customers. Great! He asked them numerous times if this was going to affect us in any bad way and was assured not.
  In August, when I checked my credit score, I saw that it dropped 76 points. OVERNIGHT. Easy Financial had marked the loan marked as derogatory and that I we made a deal with them. I immediately contacted them – to which they passed me around – it took several weeks to even get a response from them via email, I have continuously called the 1-800 number trying to get help and they keep saying someone will call me – I have been trying to talk to someone about this since August – it is now November 29 and I still haven’t even had a phone call or email from them to help me out!!
  Furthermore, they require my signature on everything – but I was not alerted to these changes before closing the account…. As a cosigner I should have make privy to ANYTHING that occurred with an account with my name attached to it. Why would I pay $14,000 dollars and then take a MASSIVE credit hit for $1775. I would never do that.
  I am tired of continuously calling and being ignored. I have worked so hard to improve my credit score just to have it tanked by a company over night. I have always said good things about Easy Financial but I am extremely disappointed and will likely not recommend or use them again.
  
  I just want my credit score fixed! The people on the phone even admitted that they submitted it wrong.

  Business Response

  Date: 12/12/2023

  easyfinancial wishes to apologize for the ongoing frustration the customer and their main applicant have faced in the last several weeks.

  Upon review, it can be confirmed that a payment of $14,803 was made by the co applicant in July of 2023 to help reduce the total loan balance. The balance of the loan at that time was $16,519.61 and this was confirmed with the customers that there was and would still be a remaining balance owed which could either be paid via contractual payments for the remainder of the debt or through another large payment.

  After some discussion the customer and branch made arrangement to accept a final payment of $1,500 (of the remaining $1716.61 balance owing) and the loan would be closed as paid in full. This was not communicated properly by the branch to the operations team and the debt was closed as settled as a portion of the balance in the end was unpaid and written off as per the contract obligations. It can be confirmed that easyfinancial records do not show the final payment agreed upon of $1,500 was ever paid by the customer and would still be considered outstanding at this time.

  A member of the Resolutions Team has reached out directly to the customers to discuss the matter further and find an amicable solution to the matter that has remained unresolved for some time due to a miscommunication in the end.

  Customer Answer

  Date: 12/12/2023

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

  This is ridiculous -- again.. I am a co-applicant and wasn't made aware to any of this. I spoke to my partner and asked him if there were going to be any negative repercussions and he asked Easyfinancial repeatedly and they said because of "loyalty" they were waiving it. I still don't understand WHY they would close the account if I was still owing. So instead of any kind of apology for ruining my credit score, or for the EXTREME lack if communication from ANYONE, NATION WIDE for 2.5 months is unacceptable. I reject whatever this response was supposed to achieve other than you saying I owe you $1500. Something I could've easily paid off previous but can't now. Now I am getting decline for financing replacing a roof for my home because of you guys. 

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

  Business Response

  Date: 14/12/2023

  The agreement to accept the final $1500 in payment from the customer and co applicant would have resulted in no negative impact to the customer's credit bureau as any remaining amounts would have been waived by easyfinancial and the loan would show as closed and paid in full - however as no final payment was made the debt does remain unpaid and is reporting accordingly to the credit bureau.

  Multiple arrangements were made with the customer and branch to make the final $1500 payment including an agreement to pay on the 3rd of August and then again on the11th of August, unfortunately no final payment was received by the customers and the debt continued to proceed. It can be confirmed that the intent was to work with customer on receiving the final amount owing and closing the loan as paid in full but upon no receipt of the final payment the debt was written off as a settlement and will report on the credit bureau as such going forward. The negative reporting and bad debt scenario on the credit bureau can be corrected upon discussion with the customers and a solution around the remaining $1,500 but this would require further discussion with the customers and an agreement of some payment arrangement. This would not need to be a full payment all at once and can easily be arranged with a repayment plan to suit the customer's financial situation. 

  A voicemail has been left for both the main applicant and the co applicant to attempt to discuss the account and solutions going forward but no response has been received to date. 

  Customer Answer

  Date: 18/12/2023

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

  We have tried to return your calls -- but yet again was given a generic number and haven't had a response back. All I'm reading is blaming us for everything and taking zero accountability on your part. I wasn't aware of any of these arrangements -- why would the account be closed without anyone contacting me. If you expect me to repay this at one of your outrageous interest rates then forget it. I'm am so frustrated that it has taken 4 months to get a response from you. 

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

  Business Response

  Date: 29/12/2023

  easyfinancial has continued to investigate and discuss the matter with the customer directly given the overall experience and confusion in the matter to date.

  It can be confirmed that at the time of the large payment in July/August of 2023 a balance of approximately $2,000 was remaining, multiple discussions occurred which appear to have lead to some of the confusion, that had resulted in a plan for the customer to pay the principal balance owing of $1500 and all other interest and fees would be waived by easyfinancial. This was never completed by customer or company correctly and resulted in the debt reporting as a settlement in the end.

  Given the repeated attempts to resolve the matter and the customer's attempt to pay off the loan originally, especially after being a long time customer with no issues prior, easyfinancial has closed the loan as paid in full and will be updating the credit bureau to reflect as such going forward. This request for resolution has been agreed upon between customer and company and will reflect on the customer's credit bureau within the next 30-45 days. The resolution specialist that the customer has been speaking with to date will be following up directly with the customer to confirm the adjustments and the final steps of resolution in the matter.

  Customer Answer

  Date: 05/01/2024

  
  
  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.
  
  
  
  It should be noted that they left out that I am banned from their services now. What a great company! :)

  Sincerely,

  Amanda 

• Initial Complaint

  Date:30/11/2023

  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.

  Ongoing loan from Easy Financial - they have started ********* my entire family, even members not listed on the agreement. This has proved to be an extremely ********* loan in which I don't know how people get themselves out from under.
  
  I recently underwent a consumer proposal which included my loan with Easy Financial and my understanding is that they have received a payment in order to close out the loan under my proposal and instead they are now *********** legal action against my cosigner. They will not reduce the balance owing based on the payment they have received, in turn attempting to double dip on collecting from this loan.

  Business Response

  Date: 07/12/2023

  Thank you for reaching out to easyfinancial and sharing your concerns. easyfinancial apologizes for any frustration or concerns that have been caused as of the recent collection activity.
  
  easyfinancial would like to confirm that he consumer proposal has been received by the customer's trustee but no payments have been received as of yet. Unfortunately, it cannot be confirmed at this time, when the trustee will allocate payments towards the easyfinancial debt as this process can take 8-12 months. However, the collections team is in communication with the co-applicant at this time to make a payment arrangement to ensure the debt remains open and active but as the account is 90 days past due, if no payment arrangement is made by end of day today the debt will be written off as a bad debt which will continue to negatively impact the customer's credit bureau. 
  It is helpful to note, that the customer had a previous insurance claim that was approved and being paid by the loan insurance protection plan, easyfinancial confirms that payments were being made from March 2023 till July 2023. However, no further communication from the customer or proof of continued illness or injury was provided and the claim has been closed due to no contact. The claim can pay up to 6 months of a customer's loan and even make a large $2000 payment towards the balance if the customer's claim is eligible. It would be in the customer's best interest to speak directly with the Insurance company (******** Services) to review any remaining claim payments.
  
  At this time, easyfinancial can confirm that the debt with easyfinancial will remain owed until the co applicant makes a payment arrangement or payments from the customer's consumer proposal trustee are made. Collection activity will remain in force until the debt has been unpaid for more than 90 days at which point it will be written off as noted above.

• Initial Complaint

  Date:14/11/2023

  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.

  So I had entered into an agreement during covid I caught covid and almost died and was hospitalized for a long time while u was recovering my gallbladder decided it needed to be removed as well. So I was not on the up and up health wise. Anyway while I was hospitalized my nephew robbed me blind. Literally left me with nothing not even my rent which he took Upon himself to take as well for months. He skipped town and I lost everything. So I forgot about this agreement until now. Now an employee of this store named Michelle S. took it upon herself to give my ex boyfriend personal information out thinking we r still together. Which is a no no.considering I entered this agreement with my ex husband.
  So for the life of me I can't find a legality that would allow her to share someone else personal information in a hunch.
  Also I feel that because I've known this individual since elementary school that I'm being ************* against because of my disabilty. * **** * **** *** * ******* ***** *** ************ ******* ** ***** ** ****** ******* ** ****.
  ** **** * *** ** ******** **** ******* ******* *** ******** *** ** ***. ** * **** **** ** ************** ******* ** ******* ** *** ****. Why else would she give out someone else private information considering I moved to Edmonton a year ago. I only found out about rhis because my ex boyfriend called me and told me I had mail at his address and wanted to know why I was giving his address out as my residence. Also imagine my surprise when the bill I received was.upwards of ten grand. I did not.purchase anything worth ten grand so I would. like adjustments to the bill cause again I didn't.purchase the entire store. ** ***** ** ***** ************* *******

  Business Response

  Date: 17/11/2023

  easyfinancial wishes to address the customer's concerns presented regarding their easyhome lease agreement and repayment issues. 
  
  Firstly, easyfinancial would like to apologize for the medical and financial frustrations the customer had experienced during the pandemic that resulted in the easyhome debt remaining unpaid and unresolved in the end. 
  

  easyfinancial understands the customer's concerns about privacy and appropriate reference contacts especially when an account is past due. In review of the file, it can be confirmed that there was confusion regarding who was responsible for the lease agreement as there was an original lease agreement with the customer and their ex-husband but there was a third contact who was making payments to the loan and originally noted as in a relationship with the customer. As noted in the lease agreement, if any contact information changes for a customer (personal contact information, valid references or authorized users, etc.) needs to be updated directly to the store by the customer to ensure all details are accurate and up to date during the term of the lease. easyfinancial apologizes if there was any confusion and can confirm that when a reference or contact is called the only information discussed is to inquire about any valid phone numbers or ways of contacting the main customer to continue any further account conversations. Notes on the file do confirm the response provided by a previous reference was that there were no new phone numbers and a message would be relayed to the customer to contact easyhome as soon as possible. 
  
  As noted in the customer's original complaint, due to non-payment or discussion with the local store for a lengthy period of time the debt was sold to a third party for any further repayment or collection discussions. The customer can contact ***** ********* directly at 1.************ to discuss the remaining debt as easyhome no longer owns the debt or has the ability to accept any payment arrangements. It can be confirmed that when a debt is sold, it is strictly a business decision based on specific non-repayment criteria, the branch staff would have no involvement in the decision to sell the debt to a third party, and as seen on the customer's profile, the branch staff made many attempts and efforts to work out the balance remaining with the customer (unsuccessfully in the end due to no payments or returned contact) prior to the debt being sold to collections. 

• Initial Complaint

  Date:03/11/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I complained last month that they made an error to the credit bureaus and mistake was fixed right away
  Mistake is back again ! It’s like right **** doesn’t know what left **** is doing. I have emailed them 20 times no response.

  Business Response

  Date: 05/12/2023

  Hello

  Thank you so much for your feedback. easyfinancial understands your concerns and would like to clear all the queries. easyfinancial reports monthly to ********** all customer’s loan activity and payment history. Whenever there are extensions and payments are skipped multiple times a month, that may reflect on the credit bureau. Following the contractual path of making payments will help the customer to gain better credit score and improve their statements on the credit bureau. As mentioned, the credit reports were fixed by the company by adjusting the missed payments for 05/11 by applying and adjusting the payment made on 07/21. The payment made on 07/21 helped the company to cover up the missed payments on 05/11 and get the month of May up to date. The next payment that was missed and reported to the credit bureau was for 09/01. The payment made on 09/13 of $50 was not enough to cover up for the missed payment on 09/01 as the payment was not 51% of the contractual payment. Hence the missed payment on 09/01 has been reflected on the customer’s credit report.  easyfinancial would like to advise the customer to follow the contractual path of making payments as it will help in the long run to ensure a good credit report and also help to pay off the loan within its term.
  Please note that a member of easyfinancial’s resolution team has been trying to reach out to the customer to further discuss and clear all the queries. For more information, the customer can reach out to 1-888-502-3279 and have a word with the resolutions team.

  Customer Answer

  Date: 05/12/2023

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

  False information my account was put on hold in Sept Oct because they ******* ** my interest adjustments 

  They gave some weird response like they already gave away a limit of reduced interest.

  fix missed month or deal with me in court.  You’re ******** with my credit so I can’t seek another financial company to take over loan.
  
  
  
  Sincerely,
  
  
  
  ******** ********

  Business Response

  Date: 06/12/2023

  Hello
  
  easyfinancial’s resolution team and the customer had a brief discussion over call discussing the customer's credit report and loan payments. On discussion, easyfinancial has adjusted the customer’s credit report on the basis that the customer has agreed to make their biweekly payment of $101.38 via online banking contractually. The customer has also been informed that missing their regular payment may affect their credit report and the company won’t be responsible for further queries.
  
  Regards.

  Customer Answer

  Date: 07/12/2023

  
  
  Better Business Bureau:
  
  Credit bureau fixed by Ms **** ! Thanks !
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** ********

• Initial Complaint

  Date:03/11/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for a loan with ****** *********, who had Easy Financial do a hard check on my credit on October 24. And I was told I was declined. I had an agent from Easy Financial call me on the phone on October 31 and tell me I was pre approved for a $9000 loan. So I thought maybe there was a mistake. I accepted the offer, advised the agent. I did not want any hard credit checks. He told me he would not be doing any. He did a hard credit check and told me I was declined. Should not of rechecked my credit. Would like removed. Confused?

  Business Response

  Date: 09/11/2023

  easyfinancial wishes to apologize for the confusion regarding multiple calls and applications and can appreciate the customer's complaint and request for assistance.

  A member of the goeasy resolutions team has attempted to call the customer directly to discuss further but was unable to reach the customer, further communication attempts will occur to ensure the matter is addressed in full.

  Upon review, it can be confirmed that the customer has 2 profiles in the company records in error which has lead to more than once account being contacted for an application. This has been adjusted internally to eliminate confusion going forward. 

  As the customer was ineligible for the multiple applications a request has been sent to the credit reporting agencies to remove the inquiries as customer is ineligible to borrow and an application should not have been actioned in the end. 

  Customer Answer

  Date: 19/12/2023

  I filed a complaint regarding this business, Easy Financial, this year. They responded with what I was hoping for. Two Hard Inquiries to be removed from my credit file with **********, Oct 24 & Oct 31, 2023. I will attach a copy of their response. I called Easy Financial this morning. I was told by the Agent they would not be adjusting my credit file. He was not really willing to help me. I’m frustrated by this call. Wondering why they are not following through with what they said in their previous response. Easy financial should adjust my credit file.

  Business Response

  Date: 27/12/2023

  easyfinancial can confirm a request to remove the inquiries was sent in November when the original complaint was filed by customer and a secondary request has been sent on December 19th when customer notified easyfinancial of the inquiries remaining on their credit bureau.

  A letter has been ******** as confirmation of what was sent to ********** again recently on December 19th to remove the inquiries in question. If the customer continues to see the inquiries on their credit file they will need to file a dispute directly with ********** to remove in full.

• Initial Complaint

  Date:03/10/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My reason for complaint they are still continuing to charge me after having paid out full amount on Sept 28 2023. I have made 3 payments to clear this account in full.
  Sept 22 paid amount of $2500.00
  Sept 28 paid amount of 254.90
  Sept 28 paid amount of $7076.81 (which i was given this was payout amount.
  Now this is Oct and they are trying to still accure interest in the amount of 36 plus dollars and change.
  Also the staff member was very inappropriate with me over phone talking down to me

  Business Response

  Date: 10/10/2023

  easyfinancial wishes to thank the customer for sharing their concerns and frustrations in trying to payout the easyfinancial loan in full.

  Upon a review it can be confirmed that the customer paid the amount owed on September 28th but as the payment was made via online banking the full amount paid by the customer was not received until 2 business days later resulting in additional days of interest accrued. The company can confirm that the payment made by the customer ultimately did not payout the full balance (only due to days until payment received) but given the misunderstanding the loan has been closed as paid in full and any outstanding interest has been waived by easyfinancial.

  It is never ideal to hear when a customer has a poor experience with easyfinancial branch staff and the feedback has been reviewed and addressed internally with the appropriate management to ensure our front line staff provide nothing but the best experience for our customers from the day of application to the final day of payments made. 

  easyfinancial can confirm this debt has been closed with no further obligations to the customer and if the customer requires any documentation to confirm this, they can call easyfinancial directly at 1.************ to request a paid in full letter.  

  Customer Answer

  Date: 10/10/2023

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

• Initial Complaint

  Date:02/10/2023

  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 paid off my loan in full yet they still have yet to report the account as closed to credit bureau.

  Business Response

  Date: 06/10/2023

  easyfinancial would like to thank the customer for reaching out to share their current frustrations and is happy to confirm that the reporting from easyfinancial to the customer's credit bureau has been confirmed as Paid and closed as of October 1st, 2023. As the customer has been advised when they called easyfinancial on October 1st, it can take 30-45 days for a credit bureau to reflect updated as easyfinancial reports to the credit bureau agencies on a monthly basis. The customer is encouraged to reach out to their respective reporting agency if the tradeline is still not reporting as paid in full on their end to ensure the updated reporting occurs going forward. 

   

• Initial Complaint

  Date:29/09/2023

  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.

  I purchased a loan for the purpose of building my credit $500. I recently took sick and had an operation and are not capable of working 6-8 weeks.
  When I contacted easy financial to pay the balance (so I don't have this additional bill) pending sick benefits, my balance was $250 more than expected. Easy Financial:**********, ****** Financial:**********
  
  I called the financial institutions asking them why I was being charged for something I didn't ask for they couldn't answer my question. I asked why I can't contact Zachary P. (who added this fee) Instead they gave me a number of the institution who charged me this fee.
  When I called them they said they will cancel but wont refund me.
  I have ***, auto insurance and OHIP, why would I want any of their services if I have and pay monthly. Home & Auto:**********
  
  All I'm asking is for someone to get to the bottom of this matter and remove this $250 additional fee without being penalized. * ****** ***** *** ******* *** **** ** ******** ** **** *****.
  
  I have copies of the documents if needed.
  
  Thank you for you time and patience!
  
  **** *********: ************

  Business Response

  Date: 07/10/2023

  We sincerely appreciate the opportunity to address the customers complaint. We would like to provide clarification regarding the issues raised.
  
  First and foremost, we would like to shed light on our association with ****** Financial. While easyfinancial proudly serves as a funding partner for various companies, ****** Financial offers distinct products, including credit rebuilding loans, which are not associated with easyfinancial. It is standard procedure for our customer care team to provide customers with ****** Financial's contact information when a customer seeks support regarding the credit rebuilding loan. Our primary goal is to ensure that our customers receive the proper guidance to access the services they require seamlessly.
  
  The customer's concerns also pertain to our optional home and auto benefit package. Prior to enrollment, we engage in comprehensive discussions with our customers, elaborating on the features and advantages of this service, this information is transparently disclosed in the agreement itself. Also, a welcome package is mailed to the customer, introducing them to the service provider. In the event that a customer decides to cancel this service at a later time, our dedicated customer care team promptly directs them to the home and auto benefits care team for any necessary assistance.
  
  Furthermore, following a review of the recorded calls between the customer and our customer care team, it is evident that our staff diligently provided the customer with a comprehensive breakdown of the loan costs. The details regarding the loan protection premium, as well as the associated costs of the home and auto benefits package was discussed. The funding process was also clearly explained to the customer during these interactions. Our staff adhered to our established policies and procedures throughout the engagement.
  
  We wholeheartedly encourage our customers to review their loan agreements and reach out to us directly for any inquiries pertaining to their accounts. We firmly believe that our staff acted within the confines of our established guidelines. 

• Initial Complaint

  Date:27/09/2023

  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 easyfinancial, I was trying to get back on to a disability claim. I had paid for paperwork to be filled by my doctor as well as I filled out my paperwork and submitted it to my local branch. When I got the paperwork back from my doctor, the local branch sent my account to the collection department before it was even 50 days passed due. I have been in constant contact with easyfinancial as I'm in an out of the hospital due to medical issues. I was responding to head office while in day surgery, I even sent them photos of where I was. This has all been documented. I have asked for an adjustment of terms I've asked for a rewrite of the current balance for a lower payment. As soon as I asked for help getting my account in good standing, the person stops emailing, the calls continue all day, and the emails start from someone new. I have uploaded the most recent emails and call logs. I did see a credit counselor who told me to report the amount of calls I'm receiving and that they refuse to try to work with me, as I received over 3 calls back to back while sitting in his office. I've got bad health, dealing with this business is making my day to day life a nightmare with harassing calls and emails when I have tried to work with them to find a solution that works for everyone. I've shown them I owe the CRA 19 thousand dollars and that I'm not working I am on long-term disability through work due to my health issues, I showed them I get $1205 once a month from disability, thsts less than one paycheck when ibwas working. They refuse to acknowledge the financial hardship, which i know they can do an adjustment of terms or rewrite the balance. When I answer their calls and say hello they usually just hangup on me, which I have witnesses too. At that point if they won't talk to me, why are they calling?!

  Business Response

  Date: 06/10/2023

  We would like to respond to the complaint filed by the customer regarding their loan with easyfinancial.  
  
  Our investigation into the account indicates that a claim was filed for insurance in November 2022, this claim was approved and subsequently closed as maximum benefits had been paid. As part of the claim process, a payment of $2,036.79 was applied to the loan balance. We have uploaded a copy of the confirmation letter from Assurant, our insurance provider, for the customers review.
  
  As per our records, there have been no recent claims initiated with our insurance provider on this customers account. The account is still managed by easyfinancial and has not been assigned to a collection agency. We remain committed to assisting the customer with their situation. We have made multiple standard email attempts to reach out to the customer to discuss their account and address their concerns. We have a documented history of providing assistance, as evidenced by our actions in October 2022 when we lowered the loan interest rate and adjusted payments to accommodate the customers long-term financial situation.
  
  We genuinely want to help find a solution that works for the customer given their health issues and financial challenges. However, communication has proven difficult, we encourage the customer to respond to our email attempts so we can work together to address their concerns and find a resolution that is mutually agreeable.
  
  In summary, our records indicate that the insurance claim has been settled and closed, and there have been no recent claims initiated. We are eager to assist and explore options to help the customer manage their financial situation more effectively. We kindly request that the customer please respond to our email attempts to facilitate this process.
  
  

• Initial Complaint

  Date:26/09/2023

  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.

  Sept 5 2023. Had partial delivery of furniture as they didnt come with all of my order. Proceded to move sofa into suite. It wouldnt fit and caused damages which later an associate from another branch assured me that 2 payments would be cut in half. So i returned the living room furniture. Arranged payment dates started sept 8th and every 2 weeks after. Sept 11th an unauthorized payment of 126.48 was taken from my account. They refuse to refund the payment. They claim the payment is vecause their driver left a puece of furniture behind. When i had been informed hed be pucking it up twice, he didnt show up. I lost wages from work to wait for him. Id like the unauthorized payment returned before i just cancel my payment methods and sell the furniture privately to refain money owed. Theyve given me 1 receipt since the 8th and no copies the agreement on my account.

  Business Response

  Date: 06/10/2023

  We would like to respond to the complaint filed by the customer regarding their recent experience with our company. We take complaints seriously and strive to resolve issues promptly and amicably. We appreciate the opportunity to address this matter.

  On September 5, 2023, the customer reported a partial delivery of furniture and subsequent issues, including a sofa that did not fit and caused damages. We sincerely apologize for any inconvenience and frustration that the customer has experienced as a result of these issues.Our regional manager has been made aware of this situation and is actively working to contact the customer in order to discuss the matter and find a resolution that meets their satisfaction. We are committed to resolving this issue promptly and fairly.
  
  Regarding the unauthorized payment of $126.48 on September 11th, we understand the concern raised and we acknowledge that there may have been confusion surrounding the payment due to the outstanding piece of furniture. We are committed to rectifying this matter and ensuring that the customer is not unfairly charged. We will investigate this issue further and take the necessary steps to refund any unauthorized payments promptly. 
  
  We value our customers and their satisfaction is of utmost importance to us. We apologize for any inconvenience the customer  experienced, and we are committed to making things right. Our regional manager will be in touch with the customer as soon as possible to address these concerns and reach a satisfactory resolution.