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

  113 105 Carry Dr SE Medicine Hat, AB T1B 3M6

• 

  goeasy Ltd

  3168 Dunmore Road SE Medicine Hat, AB T1B 2X2

• 

  goeasy Ltd

  450 9737 Macleod Trail SW Calgary, AB T2J 0P6

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  goeasy Ltd

  6 19 South Ridge Dr Okotoks, AB T1S 1N1

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:16/03/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just attempted to apply for a loan for emergency bills and living expenses, but I was refused, despite the fact I could lose my home because I am on income assistance and can only qualify for a loan if I'm on disability.

  Business Response

  Date: 25/03/2023

  
  Although we can sympathize for the applicant’s
  current financial situation, Easyfinancial like all lending companies in
  Canada, have an underwriting process with established rules and restrictions
  when deciding to extend funds to an applicant. This decision includes the
  types of income accepted. Unfortunately, social assistance is not an acceptable
  source of income.

  
  We invite the applicant to apply at a later
  date when their situation changes and remind the applicant to check out our FAQ
  section by visiting https://************************************ and accessing the sub menu regarding what documents are acceptable. We also
  have friendly and knowledgeable staff ready to answer your questions regarding eligibility
  by calling our customer care team at 1-************.  

  
  Again, we thank the applicant for bringing
  this concern forward and allowing us the opportunity to answer this request, at
  this time there is no further action that can be taken. 

  Customer Answer

  Date: 25/03/2023

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

  Income assistance is listed as a choice in their drop down menu under the income type section in the application. It also does not state this in their terms and conditions on their website. Also a couple of my friends who are also on income assistance had their loans approved. 

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

  Business Response

  Date: 30/03/2023

   

  Although the applicant does not agree with our lending rules, this will not change our response. 

  When applying
  online or in person, the applicant will be asked a series of questions to
  determine eligibility, this includes but is not limited to age of majority, income
  type, residence type, reason for the loan etc. The questions asked are to help
  determine eligibility.  This process helps
  us to avoid completing a hard credit check unnecessarily.
  
  For the
  purposes of our underwriting rules, social assistance is not considered income.
  We understand this is a disappointment for the applicant, but this rule will
  not be granted an exception. In short, we cannot consider this income type, we would
  not be able to move forward with a loan. 
  
  Again, we
  invite the applicant to apply at a later date when their situation changes.

• Initial Complaint

  Date:08/03/2023

  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 filed a consumer proposal in December 2022. It was accepted by Easyfinancial on January 31/2023. They are still calling me constantly, demanding payment and adding missed payments to my account, impacting my credit. I have provided them the number to my insolvency trustee multiple times and they call a week later demanding payment, saying it’s my job to pay anyway. This experience was already humiliating. I just want to be left alone so I can rebuild my life. I want the missed payment reports removed and for them to stop calling me.

  Business Response

  Date: 18/03/2023

  easyfinancial has received the customer’s BBB complaint comments successfully and would like to thank them for the notification of their required assistance at this time. 
  
  A phone conversation has been had between the customer and a member of our Resolution team and an internal investigation is underway into the customer’s loan account status. Since that conversation, the customer has agreed to provide an email received by them confirming that their consumer proposal had been accepted by easyfinancial’s insolvency team care of the representative representing them with their consumer proposal implementation.
  
  An update has been arranged to be provided directly to the customer by telephone or email within a full week’s time with understandings and/ or corrections that have been actioned. 
  
  

• Initial Complaint

  Date:03/03/2023

  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 took a loan out with them, start date was July 2020, I did skip a few payments but last time I skipped was September 2021, since then I've been making timely payments but when I'm checking my account there is no decrease in my principal amount, so for over a year of payments there is nothing to show. I reached out to their 800 number and now when I log in nothing shows up on my account. It feels like they are placing my money in an incorrect account. I refuse to believe that I paid over $3500 towards a $3700 loan and it still shows I owe them $3700 still. Where did the money I pay go?

  Business Response

  Date: 16/03/2023

  Easyfinancial would like to take the time and address the complaint.
  A member of our resolutions team investigated and connected with the customer
  to discuss this. The customer has had missed payments and multiple deferrals on
  their loan, which has caused this. Interest is building daily, when a customer
  does a deferral that means a payment that would have covered interest didn’t. This
  can set the customer back as the time their next payment comes out the interest
  owing will be more than it would have been if a deferral wasn’t done the
  payment prior. In this customer’s case, there are times they have deferred
  multiple payments in a row which has again set them back. The resolutions team
  member was able to explain this to the customer and provide them with a full
  transaction log. If the customer needs any more clarity about the situation,
  they can call the resolutions team at 1-************. 

  Customer Answer

  Date: 16/03/2023

  
  
  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:27/02/2023

  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 took out a loan with Easy Financial in May 2022 for $8600. In November 2022 I got a consolidation loan with ********** valued at 30K co-signed by my father, ******* ***** ****. On November 1, 2022 ********** sent a cheque for $8236.46 to Easy Financial to pay the whole remaining balance of the original loan. Since then Easy Financial have claimed to not have received the cheque. In order to reissue payment ********** requires two signatures on a Letter of Undertaking. In January, 2023 I was provided the letter of undertaking by ********** and I delivered the form to the Easy Financial branch in Oshawa, ON. They told me they did not have the appropriate staff to sign the form so they would fax it to my home branch in Missasauga and that I would receive the signed form. After not hearing anything for 3 of weeks, I called on February 2 and they sent me the form incorrectly filled out. On a subsequent follow up call to my Easy Financial branch I requested that the form be filled out correctly. I was told by the branch that I was wrong and they filled out the form correctly and that they would only like to speak to my financial advisor.
  
  Despite multiple attempts to contact via email and phone Easy Financial have not deposited the cheque nor signed the appropriate paperwork correctly. This means since November 2022 I have been making loan payments to Easy Financial and ********** on the same loan. I have also been paying interest on both loans. On February 24 an email was sent to the Easy Financial branch from my financial advisor requesting the form.  
  
  I have paid excess interest on the loan due to the delay in acceptance of the payment. I want Easy Financial to deposit the cheque sent by **********, or fill out the correct paperwork so a new payment can be processed. I would also like a refund on the interest I have paid in the meantime. 

  Business Response

  Date: 09/03/2023

  Easyfinancial would like to take the time and respond. A
  member of our resolutions team is investigating and has reached out to the
  customer and connected over email. This employee is working with the customer
  to get their account paid out with us as soon as possible via a cheque from her
  bank. The customer can reach the resolutions team through email as they have
  before, or they can call them at 1-************ for updates. Thank you

• Initial Complaint

  Date:07/02/2023

  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.

  It was suggested to me by an Easy Financial advisor to sign a new contract with a better offer of paying a little less every two weeks. I have had an account with easy financial since summer, 2022. The payments were always every two weeks, on a Thursday. First preauthorized payment after new contract came out on proper day as usual but I did not have the funds. I sent over 6 emails letting people know and asking someone to call after 6pm as I am a health care provider. No one ever did. I just received calls during my shift which i could not answer. Then on February 1rs another preauthorized payment came out. Which was 6 days after the first one. Mistakes have happened like this in the past and I have paid for the banks fees but this time it is not fair. I had no money in my account so i was charged 45$ plus $12.5 for a stop payment all because of someones error. No one seemed to even care this was happennkng at the *** branch. They actually treated me different because i have been having money issues lately. The dates of the contract were never in question and therefore never should have changed. They cannot just decide whenever to go into my account and take out money. I want to be reembursed the 45$ + the 12.5$ for the stop payment.
  * *** ******* **** ****. Due to the machines we have in the hospital I am asked to never pick up the phone and call someone and througb email was not even appologized to. The preauthorkzed payments always came out every 2 weeks on a thursday. I even have emails of me trying to give extra money in etransfer form and no one excepting the transfer so i reversed it.
  
  Please I need that moneh back that 65$ was to last me until next thuesday, february 9, 2023, my pay.

  Business Response

  Date: 17/02/2023

  Easyfinancial would like to take the time and respond to the
  above complaint. A member of our resolutions team has investigated and tried to
  contact her but has not heard back. The customer received an offer from us to
  lower her payments because of her poor payment history. On this signed offer
  sheet, the first due date for the new payment was February 1st, 2023.
  The customer then missed this payment. The customer has 6 missed payments on
  her loan, and her last one on Feb 15th was missed as well. Easyfinancial
  has tried to contact the customer to come up with arrangements, but nothing has
  been made. The resolutions team would like to discuss the investigation with
  the customer and try to help her. She can call them back at 1**************

• Initial Complaint

  Date:23/01/2023

  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 called and spoke with an agent on January 23 to resolve 2 disputes. The first is a minor concern and not why I am writing today.
  
  My complaint is regarding a missed December payment that I was attempting to arrange to have withdrawn on February 3rd. The email I received from the business on January 10th states there is an owed amount of $389.38. I asked about this as my payment is $206.33 and their NSF fee is only $25.00. I was asking why the amount was not correct. I was informed I had previous NSF amounts that were unpaid. However each time I called to make up a payment, I always paid above my regular payment amount, and was never told there were unpaid fees when I signed the make up agreements that they email. I was always told it was up to current.
  
  It is not right for them to now attempt to seek over $150.00 in NSF fees when I was NEVER made aware there was any prior balance. I was not contacted regarding this at any time and was always told it would be current with the amount I was paying to make up a payment.
  
  I informed them this was an error on their end and I would not be paying for their error. That is not my fault whoever I spoke with those times may have been incorrect.
  
  I asked several times to have a supervisor call me in regards to this and I was repeatedly told I had to pay this amount or the account would remain delinquent and would affect my credit.
  
  I am being told one thing and then something else is happening. They are not willing to attempt to resolve this and are stating the payment being withdrawn early is not their fault either. I need help and need this resolved so i can make the payment.
  
  I have attached emails from August when my payment was changed from $140 and change to $206.33 which states ALL previous fees will be waived as well as the increase in payment and a deferral of 2 payments, I have also attached the email received January 10th stated the $389.38 balance. This is the same amount as emails from December 25-January 10.

  Business Response

  Date: 04/02/2023

  easyfinancial appreciates all feedback received from our customers who require an investigative look into a non-satisfactory customer service experience they have received and have presented here via a BBB inquiry. Our resolution team is currently reviewing the claims presented and will provide an update on this complaint submission.

  Customer Answer

  Date: 04/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this is simply a "we will look into it reply" this is not an offer to resolve the matter at all.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 18/02/2023

  First, easyfinancial would like to thank the customer for bringing their concerns to our attention as we would like to provide any loan account assistance or clarity of information that may be required of our company to present.
  
  As the situation given for review pertains to the accumulation of NSF (Non-Sufficient Funds) charges that have been acknowledged by the customer here, those charges are a result of contracted scheduled payments that are due on an agreed-upon day for withdrawal from the client’s bank account. Payments that are missed will receive an NSF charge from easyfinancial followed by another NSF charge asked of by their banking institution as well. 
  
  The use of NSF charges by Easyfinancial is noted and expressed in detail within the customer’s loan contract on page 2, sections 6 and 7. The customer is to review this information and place their initials in the boxes next to those mentioned sections which they have. The customer has acknowledged doing so twice as this is their second loan contract signed with ****** LTD. 
  
  Furthermore, there also have been previous NSF charges waived as seen on the customer’s loan payment history as attempts of assisting the customer with account adjustments including lowering the contract obligated interest percentage were actioned to help the customer manage their need for repayment assistance. 
  
  When a client’s loan account is past due, a collections agent will contact them to help the customer make payment arrangements to bring their account up to date. These payments if more than one is required will bring the loan account’s next due date up to date. If someone misses their currently due payment and does not make that payment up before their next payment (if successful) is withdrawn, then that payment will be used to make up the previously missed payment and the payment that was to be made will be missed. By making up all payments and clearing past due accumulated interest and fees, the account will be back on track for that next payment to be allocated to the right areas (Fees, service products, interest, and then the principal balance). A full required payment can for example bring an account to current for the next payment due date, but that same required payment covering for a missed payment has then incurred daily charged interest and NSF fees that need to be paid first before the proper funds of that payment go to say the principal balance. Someone with many missed payments may not see their principal balance go down because make-up payments are done to catch up, so the principal balance may not be able to be paid back into it for days, weeks, or even months. This is acknowledged in the customer’s signed loan contract. As this is the second loan agreement the customer has signed, our collection staff may have accepted the customer’s prior knowledge of NSF fees as mentioned, as they too would have been asked to pay them back by their own banking institution. 
  
  If there was any misunderstanding regarding this matter by our agents, I apologize for any inconvenience the customer may feel at this time. We invite the customer to contact our dedicated customer service care team at 1-************ Monday to Friday 8:00 am to 8:00 pm EST, and Saturday and Sunday 10:00 am to 6:30 pm EST or via email at *****@******.com and one of our friendly service agent would be more than happy to help with any factor of explanation of the customer’s loan contract or assist with any servicing of their loan account needs. 
  
  Regarding early payment withdrawal, per their agreement, if a scheduled loan payment lands on a weekend or holiday, the payment is withdrawn the business day before by our lending organizations policy as opposed to perhaps a traditional bank who may withdraw a scheduled payment of their own the following day after a weekend or holiday when their institution reopens.   
  
  Lastly, the customer had agreed to an Adjustment of Terms agreement that was processed to have the current loan’s interest rate dropped from 29.99% with bi-weekly payments to 19.99% with a payment frequency change to monthly installments done on March 30th, 2022. This resulted in their payment going from $140.00 every two weeks to $206.33 monthly. As of right now, if the customer missed a payment a daily interest charge of $1.83 is applied as well. At the time of that adjustment, the customer’s account was 75 days past due and $305.00 worth of interest and fees were waived at the time as a fresh start for the customer. Any new NSF fees or any other fees generated were done after March 2022 because of fluctuation in receiving the client’s payments. The two deferrals mentioned by the customer correlate with two separate situations of missed payments not received on July 21st, 2022, and August 21st, 2022. Two deferrals were applied to the customer’s account on August 15th, 2022, to help bring the customer’s missed payment due date up to date as seen in their loan payment transaction history.  
  
  If the customer would like to speak directly with our resolution team about the finding of their accounts review, they are more than welcome to contact them via the 1-888 number already stated above and ask to speak to someone in that department.  
  
  

• Initial Complaint

  Date:17/01/2023

  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.

  My grandson who has a brain injury signed a loan at $46.96% interest. **** ** ********** *** ******* ** ****** ** ******** *** ****** *** **** ** ********* ** (although I should complain about this astronomical rate). I called the office he dealt with in Scarborough to find out what the balance would be to pay it off and the girl (who seemed a bit confused) told me that if is paid by Jan. 3/23 it amounted to $2685.94. I went to a local office on Yonge St. and provided them with a money order in that amount. They did not provided me with a receipt and had to ask for it. I have attached the documentation showing the amount of the receipt and in their Payouts document. showing the payment due was $2647.40. Difference of $38.45. I had some correspondence with the branch manager and his explanation for the amount was "Principal balance was 2647 but the payout balance was 2685.94 . Because the interest is charged Per diem." That is not what the documents they provided me indicate. I believe an error occurred and they were too stubborn and proud to admit their mistake. I want a refund of the difference in the amount of $38.45. They made more that enough on this loan for the 6 month that was pad monthly and they should not attempt to rob people when paying it off. I wonder if they do this to everyone.

  Business Response

  Date: 24/02/2023

  Easyfinancial would like to take this opportunity to offer
  some clarity to this situation and to address the comments and concerns brought
  forth by the customers representative.

  Our interest rates can start at 19.99% for secured loans and
  29.99% for unsecured loans. We pride ourselves in being able to provide relief
  to customers when they cannot be provided with financial assistance from other borrowing
  methods.
  We understand that rates are higher than a bank and we understand
  the importance of improving credit to get back to borrowing at lowered interest
  rates. We offer free financial education to help our customers and
  non-customers to understand credit and tools to help improve their credit score.
  We are happy to see that we were there to help when the customer needed assistance
  and that the customer took advantage of one of the tools, we offer to monitor
  credit and take advantage of real time advice from Creditoptimizer on improving
  their score.

  An installment loan would have a “per diem” or daily
  interest amount associated with the loan, in this case the interest associated
  with the loan at the time of payout was $17.04, this accompanied by the cost of
  the credit monitoring service that the customer subscribed to is $21.41. This
  accounts for $38.41. As per the contract this amount was due and included in
  the payout statement.
  We have reviewed and confirm the information provided in the
  payout statement is true. 

  The balance was provided, and the loan was paid in
  full as per expectation.

• Initial Complaint

  Date:03/01/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 10/01/2023

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

  Customer Answer

  Date: 11/01/2023

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

• Initial Complaint

  Date:01/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 16/01/2023

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

• Initial Complaint

  Date:16/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 20/12/2022

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