Complaints

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

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• 

  goeasy Ltd

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

  
• 

  goeasy Ltd

  124 920 36 St NE Calgary, AB T2A 6L8

• 

  goeasy Ltd

  180 94 Avenue SE Calgary, AB T2J 3G8

• 

  goeasy Ltd

  220 9737 Macleod Trail SW Calgary, AB T2J 0P6

• 

  goeasy Ltd

  260 6700 46 St Olds, AB T4H 0A2

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:27/04/2023

  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.

  April 2022, I spoke with a representative with ****** Financial about taking out a personal loan.
  The representative took me through the process and told me I qualified for a loan for 3870. He then got me to "view" the papers as quickly as possible to sign. Fast forward to April 2023, and it's come to the year term on the agreement I had made back in April 2022 yet I realize there are still transactions being taken from my account totaling 165.41 every two weeks.
  I called ****** financial at that time to inquire why I was still being charged for a loan that in my mind, was past the expiry Date.
  I was then referred to EasyFinancial because that's who my loan was funded by?!
  I was in complete shock as I DID NOT RECEIVE A COPY OF AGREEMENT with easyfinancial at all.
  I vaguely remember now something about easyfinancial being involved in this loan I took out last April 2022 but "viewing" documents in less than five minutes ( as instructed by representative I was messaging the day I got my loan)
  IS NOT the same as emailing a copy to recipient.
  I wrote emails to both ****** financial and easy financial and ****** financial got back to me explaining that it was easy Financials responsibility to email me a copy of my loan agreement and that should have been done at time of signing.
  This whole year I was going by the only loan agreement I ever received which was from ****** financial !
  The whole partnership thing they have going on is very confusing, language skewed and no where on My ****** agreement does it say anything about easyfinancial.
  So to my surprise, a couple of days ago I find out that My loan that in my mind was 12 months of biweekly payments at 18.99% is now 50 total payments at 47.1 % or something crazy. i've asked for a resolution or proof of them sending me a copy back in April 2022 at time of signing and I've got nothing in return. I was also paying for a life insurance and another add on I would have for sure canceled had I got a copy.

  Business Response

  Date: 05/05/2023

  easyfinancial would like to apologize for the ongoing frustration and confusion this customer has experienced and will help provide documentation and clarification regarding the current loan contract agreement in which the customer and easyfinancial have outstanding.

  It can be confirmed that in April of 2022, the customer was approved for a credit rebuilding loan through ****** Financial called a Foundation loan (a program designed to help customer's build credit with positive payment history being reported to the credit bureau and a savings program that has funds available for the customer to withdraw at the end of the term) and was also approved and funded for a loan with easyfinancial services that consisted of a customer being given $4,214.61 for a term agreement of 36 months of repayment. When documents are signed by a customer through the electronic signing program a copy is automatically sent to the customer and the copy once all parties have signed and completed. A request has been sent to the IT team at easyfinancial services to provide proof the documents were signed and provided via email to the customer's email address for verifiable proof but will take some time to receive. Easyfinancial will provide to the customer via direct email as soon as copies are obtained. The documents in question (attached) were signed by the customer and company at 5:48pm GMT on April 19th, 2022, if the customer is able to search their inbox and deleted folders to find the agreement at this time. 

  It can also be confirmed that all details regarding the customer's initial application interaction were reviewed as provided by ****** Financial to the easyfinancial resolutions team *** **** **** ******** ** **** ********. The initial text message sent to customer confirming the loan was approved and would be sent to customer via etransfer confirmed that the customer's loan also included the optional insurance protection, credit monitoring and home and auto membership and benefits of each program was detailed in the response as well. A final text message was sent to the customer that also confirmed if the customer had any further questions or concerns they could contact easyfinancial services directly at a phone number provided. 

  easyfinancial apologizes if the matter has since been understood differently than what was originally explained to the customer but can confirm that all information provided in the application interactions and the final read, signed and agreed upon loan agreement are accurate and were fully disclosed to the customer accordingly.

  It can also be confirmed that the customer has since been able to speak with a representative from ****** Financial who was able to help clarify some of the areas of confusion as well and the customer has been contacted by the goeasy resolutions team to ensure any outstanding questions or concerns are fully addressed going forward. 

  Customer Answer

  Date: 07/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because easyfinancial has not offered me any resolution or proof that email of agreement was sent.

  I have since canceled the optional add ons that I was paying into for over a year. Something that would have been done immediately after receiving agreement.

  47 percent interest is ******** and is why the federal government is cracking down on lenders like easyfinancial. Lenders like easyfinancial sure keep the poor struggling and the rich richer.

  Although, I reject this response from easyfinancial, I am now chalking this up to a very hard lesson learned and will try to pay off this nightmare loan as fast as possible to avoid the ******** interest rates as best I can. 

  I will be sure to continue to spread the word of my experience with easyfinancial.

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

  Business Response

  Date: 09/05/2023

  easyfinancial would like to acknowledge that since the customer's initial escalation the team manager of the resolutions team has been able to speak further with the customer about all relevant concerns by way of phone call and a resolution has been agreed upon.

  The customer has since responded to easyfinancial confirming their satisfaction with the resolution provided.

• Initial Complaint

  Date:27/04/2023

  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 had taking $1,000 loan which I ended up being to re finance after losing my job which bumped it up to 1500 I've been paying on this loan for a few years falling behind on a little bit through the pandemic back in March 2nd I had called and asked for a bye out and I paid that bye out in full now a month and a half later they're emailing me telling me that I owe them another $300 after providing me the paperwork showing that everything was paid for and closed saying that this was for deferral payments and interest charges and that I only made a 1479 payment not a buyout I have also paid this company well over $7,000 on a $1,500 loan which on their end doesn't look like that because of the re financing which I have also not received any other money from them just a lower payment at 49% interest with making my bye out payment on March 2nd which was 1479.74 I have made $98 a month payments for 2 years to only have this loan not move I also have bank statements showing deferral payments that I had made up and double payments which this company is also telling me I did not do and at the beginning of this loan I was told that this loan was going to be reported to the credit bureau to help rebuild my credit I have recently bought a new vehicle and was in the process of buying a house this loan does not show up on my credit bureau and has never been reported

  Business Response

  Date: 09/05/2023

  easyfinancial can understand that there has been some confusion and frustrations for the customer as they have attempted to payout the loan in full previously but due to a miscommunication the balance of the loan in fact still remains.

  It can be confirmed that on the 2nd of March when the customer made the final payment of $1,479.74 there was no indication of the customer's payment from February 28th not being honored and paid by the customer's bank, however as a returned payment can take up to 5 days to reflect in our system the amount paid by the customer on March 2nd was incorrect and had a payment of $97.39 remaining after the final payment was made.

  This was unfortunately why the account remains open and customer has since been contacted regarding a left over balance, given the miscommunication and the customer's long term relationship with easyfinancial services the remaining balance will be waived and the loan considered closed and paid in full as of March 2nd, 2023 accordingly. Communication will continue with the customer directly by the goeasy resolutions team to resolve this matter in full.

  Customer Answer

  Date: 09/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This completely unacceptable as I paid out the loan and never heard a single word from anybody for a month and a half this so-called $97 payment that didn't go through would have been taken care of on the bio not to mention they're not asking for the $97 payment they are asking for over $300 which again doesn't make any sense this company is doing nothing but trying to suckle more money out of me and I have found people online that have had the same experience with this company where they buy out their loans and then don't hear nothing for a couple months and then they come after them for hundreds of more dollars people need to be aware of companies like this this is completely unacceptable and I would sure like to know how $97 equals $300 that I have to pay if that's the case I have the paperwork showing that my account was paid in full so even if there was a payment missed and wasn't added to the loan then I should only owe them $97 not $300 and if that's interest over the month and a half well then that's their problem not mine no one contacted me by email or phone to notify me of this
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 11/05/2023

  easyfinancial is happy to share that since the matter was first escalated (and as noted in the initial response) the misunderstanding regarding the balance owing at the time of the loan being paid out in full has been addressed and the loan is now being closed and reported as paid in full with no further charges owed by the customer. There was a secondary payment discrepancy that the customer has brought to the company's attention that has also been rectified and refunded to the customer and should arrive in the customer's bank account within the next 1-3 business days.

  Easyfinancial wishes to thank the customer for their continued communication and openness to come to an amicable resolution. As a long term customer, easyfinancial takes pride in ensuring the customer experience right up to the point where they pay out their loan in full is nothing but satisfactory.

  Customer Answer

  Date: 18/05/2023

  
  
  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:24/04/2023

  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.

  In Early 2022 I got a loan from easy financial. Ever since signing up, I have been met with problem after problem attempting to make payments. It's like they don't want you to make payments. The hours of the storefront don't reflect the hours of operation, I'm currently sitting waiting outside of a location for the last 30 minutes and it's supposed to be open so I can make a payment towards my loan. They changed the whole online layout to an app that not only do I suspect was purposely confusing, but now you can't make payments online. So in the last year they essentially forever everyone to change their accounts over to an app, and then take away the ability to make payments from the app, so then I'm forever to go to the storefront, which is supposed to be open, it says it's open online, and yet the doors are locked and nobody is inside. At the very least you should be able to make payments somehow.

  Business Response

  Date: 05/05/2023

   We would like to take this opportunity to apologize to the customer
  for the inconveniences they have experienced with the branch being closed, and
  the issue with accessing their information on the goeasy connect app. We can confirm
  the branch in question had not been operational on Saturday, due to illness, again
  we apologize and encourage the customer to speak to our customer care
  department, which is operational daily until 8Pm ET.
  We recently introduced a new account application, called
  goeasy connect, we are sorry to hear the customer is having difficulty with the
  new app. If there is an issue with the features of the app, its important for
  us to understand and then refer this to the right internal audience to have it addressed.
   A member of the resolutions team has
  tried to reach the customer to understand the frustrations further. We look
  forward to hearing from the customer to better understand their concerns.  
  We are pleased to discover that the customer did speak with our
  customer care team, where the customer was informed of the ways we accept extra
  payment on our unsecured loans. We currently accept e-transfer, online banking,
  and telephone payments.  These options were
  discussed, and the customer was able to make an extra payment to their unsecured
  loan to resolve the issue. 

• Initial Complaint

  Date:24/04/2023

  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 (Go Easy) last year.
  During the application process, they applied extremely heavy pressure on me to take out insurance coverage on the loan. 
  
  Despite their aggressive tactics, I repeatedly declined and was emphatic about NOT taking any type of coverage. When they sent the paperwork through, they instructed me to sign electronically. The print was quite small and I followed the digital instructions in good faith, not noticing that they had in fact included one of the many insurance coverages they tried to ***** me into accepting.
  
  I did not realize until a few months later that a portion of my payments was being applied to the insurance that I was adamant about not wanting. I had it cancelled in December 2022 but they refused to refund the money they had taken. I have called the office over 20 times and every time I was stonewalled, denied access to a manger/supervisor and told that it was my fault for signing the document. All calls were recorded. I requested that my recordings be pulled and up until now, no one has tried to help me. 

  Business Response

  Date: 23/05/2023

  Easyfinancial would like to acknowledge the customer's concerns and provide further clarification on the optional loan protection policy and it being added to the customer's loan.
  
  After reviewing the client's account, we do see that the Optional Loan Protection was agreed upon on the Loan Agreement page of the contract. After reviewing the calls between easyfinancial and the client, the customer did state at one point she did not want "additional insurance", but after further explanation, the client did agree to have the optional policy on the loan.
  
  During the conversation with the client, easyfinancial did come to a resolution after speaking with a Resolution Specialist . The client was satisfied with the resolution. If the client decides they would like more explanation or to discuss their concerns further it is recommended the client call our customer service team at 1-888-502-3279 between Monday to Friday 8 AM to 630PM EST. 

• Initial Complaint

  Date:19/04/2023

  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.

  On March 15th 2023 I hired ******* *** ********** to do a consumer proposal to give to my creditors. There is one creditor which is easy financial who has continually ******** by phoning emailing on a daily basis. My trustee has stated they have sent numerous consumer packages to this business, this business continually harasses me for payment. They are now stating which my trustee has mentioned to me that they have sent numerous packages but easy financial is denying they have received anything in regards to this. Even myself I have emailed a package and they are denying that fact as well. Again today I spoke to a gentleman named Kyle he refused to give his last name when they called me and wanted payment from me. When I stated again that they should not be calling me he said there's nothing on record that states anything to do with the consumer proposal and they can do what they want to seek payment. Again I stated to this chop that they're breaking the law by ********* me. He says they will continue to contact me for payment until they receive a proposal. Well they have received one they've received many and I'm still getting the **********. My trustee has stated for me to Lodge a complaint against this company because they are not getting it. Please help I would greatly appreciate it thank you kindly. If BBB needs any following information to verify what I have been stating they are more than welcome to contact ******* *** ********** and speak to my representative ***** ****** at the following phone number 1 *** *** **** and my court file number is **********
  
  Thank you
  *** ***

  Business Response

  Date: 27/04/2023

  easyfinancial would like to respond to the following
  complaint. A member of our resolutions team has investigated. After reviewing
  the file, the customer and his trustee spoke with an agent of easyfinancial on
  April 24th to confirm the details about the creditor’s package. The
  agent told the trustee the correct email for them to send the creditor package
  to. On this call the trustee mentioned mailing addresses they have sent the
  package to prior, however, they weren’t our Head Offices address where our insolvency
  team is located. This is why the consumer proposal claim was not processed as
  they did not have the package. The package has now been received by our
  Insolvency team via email, after their phone conversation on April 24th.
  The claim was processed the following day & the collection attempts have
  now been stopped for the customer, as the package was received. If they have
  any questions regarding this they can contact the resolutions team at
  1-************.

  Customer Answer

  Date: 01/05/2023

  
  
  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:19/04/2023

  Type:Product 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 $4,500 loan from Easy Financial to improve my credit score in 2022.
  
  I paid $109.04 weekly until March 16, 2023
  
  On March 13 I called Easy Financial to ask how to pay out my loan so I save on interest as my credit has recovered, they advised me I would have to wait until the next payment was applied to my GoEasy account to get the total payout amount, On March 17th the amount was updated and I Immediately paid the full amount of $2,268.77, on March 21 the amount was posted on the Easy Financial website.
  
  At this time the next payment was already scheduled for March 23 and I understand banks need time to cancel a PAD payment however on March 24 they told me my over payment of $109.04 only warrants a refund of only $88.xx that would be processed in 10 days, I challenged them however accepted that I would just the refund and $16.00 wasn't worth my time.
  
  10 Days came and left...no email....no call...no refund.
  
  With still no contact or refund yet on April 17th I called to ask about the overpayment and they said I would have to apply for the refund to be approved and then sent...again the amount was said to be $88.xx even though they have now held my money for 24 days and I still haven't received the refund.
  
  I believe they have overcharged me by 1 week of interest, then never sent the refund and are asking me to apply for the refund...
  
  **** ** ** ******* ** ********** ** I did exactly what was asked to pay out the loan, they can review their calls as well as I said I wanted to pay it off to save the interest.
  
  I am looking for my overpayment of $109.04 to be returned with 40% interest for the 24 days they have held onto it ** **** ** *****.
  
  Please help.

  Business Response

  Date: 05/05/2023

  easyfinancial is more than happy to aid all our customers every step of the way from the application starter phase to the exciting day their funded personal loan is paid off in full. 
  
  After a review by our Resolutions Team and information already relayed to the customer with an accepted and understood outcome by the customer as discussed during a phone call, the customer had provided a lump sum payment of $2,180.16 on March 23rd, 2023, to payout their loan account via EFT (which takes 2-3 business days to be received by our company) in full but a scheduled payment was also to come out the same day on March 23rd, 2023. Since the contracted regular payment was already in transit to be withdrawn and could not be stopped in time, the payment was taken with the accumulated interest amount required. This resulted in an overpayment of $88.61 from the regular $109.04 payment received minus the due required interest. 
  
  With an explanation of the situation and an apology given to the customer for the inconvenience and accepted, the issue has been deemed resolved and closed at this time.
  
  

  Customer Answer

  Date: 07/05/2023

  
  
  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 however the Payment showed received on the go easy website March 21 not the 23 but now that goeasy removed my access to my account I cannot retrieve that proof.
  

  ** ** ******* ** **** ** ***** ******** **** ** *** not worth the frustration to keep fighting for 16$. I will never use your services again.

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

• Initial Complaint

  Date:12/04/2023

  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.

  As of last year Feb 11th, 2022 on my Easy Financial Account #******** there has been numerous attempts to pre authorized debits and NSF fees of $50. Most recently there was an attempt April 6th and April 11th, 2023. As of last summer 2022, I changed my banking information to no longer allow Easy Financial to take pre authorized debits on my account due to them taking extra money out of my account without my permission. I have been reliable to pay my account fees every 2 weeks with my **** ***** by calling in to the West Kelowna branch. For over a year, I have been paying between $300-$400 a month towards the debt owing and Easy Financial is stating on my account that I have only paid 1% towards my owing balance. I borrowed $6350 in the beginning and the owing balance currently is stating the same amount.
  I do not know what to do and feel as though they are ******** my earned money that I do have. Please I ask in help regarding this stressful matter.
  Thank you, ******

  Business Response

  Date: 21/04/2023

  Easyfinancial would like to address this complaint. A member
  of our resolutions team has investigated and discussed this over the phone with
  the customer. The team member was able to waive the NSF fee that was charged from
  the April 6th withdrawal as the customer made up the payment on
  April 8th. There was no withdrawal attempt on April 11th.
  The principal balance has not been deducting due to multiple reasons. The customer
  made two 51% payments near the beginning of the loan and has done two payment
  deferrals. This impacts how the payments are allocated because it is not a full
  payment that was owed. When a customer does a deferral that means we skip a
  payment, and the next one would be due during their next pay period. However,
  this does not stop the interest from building up each day, which impacts the
  payment allocation. The deferred payment is still required to be made as the
  maturity date is now pushed further out. The customer also completed an offer
  with us which lowered their interest rate temporarily and extended their term.
  This team member is in communication with the customer and working with them on
  their account. The customer can reach them at 1-************* 

• Initial Complaint

  Date:11/04/2023

  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.

  Around a year ago I received a loan from easy financial it all worked very easy I was making the payments until I was told I would be losing my job at the homeless shelter I was working at as they would be tearing the building down. I was understanding about it and reached out to the management at the easy financial location in Kelowna BC, for assistance right away based off the paperwork signed having an insurance policy to assist with losing your employment with no fault of your own. It had taken almost a month after asking for help for the company to give me the wrong paperwork and by that time destroy my good credit score I had built up before even trying to get the loan. Still to this day I am struggling with them as they destroyed my credit score.

  Business Response

  Date: 14/04/2023

  Easyfinancial would like to offer some clarity to the situation
  and offer a solution to the customers concern with applying for the loan protection.
  We understand that when applying for a product that requires supporting documentation
  and completed forms can be frustrating, we make this process a simple as possible and assist the customer along the way, at times the customer will be contacted by ******** directly requesting information, it is the customers responsibility to communicate with the insurance providor. Once the customer replied with the necessary supporting documents,
  the claim was approved for the period of April to September 2022.  The customer was reminded to complete a continuing claim form for additional
  benefits.  The claim was ultimately
  closed for lack of follow up on December 22, 2022. We have included the following documents for review. 

  September 9, 2022 - The initial application for a claim of
  job loss was submitted. The correct forms we’re completed and submitted to
  ******** for review.

  September 14, 2022 - The initial application for a claim of
  job loss was submitted. ******** asked for additional information such as employment
  type to consider eligibility.   

  September 23, 2022 – ******** sent the customer an email
  asking for supporting documents (Copy of Employment insurance).

  October 7, 2022 – Without an answer from the customer,
  ******** sent another request to the customer requesting the same information.

  December 22, 2022 – the claim was closed for lack of follow
  up.

  The payment schedule is attached for review, which confirms
  the insurance payments we’re backdated to reflect as paid from April to
  September, protecting the customers credit reporting history for this loan.

  We understand from reviewing the account, the account is
  currently delinquent, and the staff are attempting to help the customer start a
  new claim for injury/sickness, however at this time the customer has declined
  to complete the necessary forms.  We are
  interested in helping this customer further to help protect the credit report from missed payments. We ask that the customer continue to work with the branch
  staff to complete the forms. 

• Initial Complaint

  Date:11/04/2023

  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 mother was admitted to the hospital in December and was told that she was in stage 4 cancer.
  I asked for then to work with me instead I was ****** and called several times a day. This is still going on and is unacceptable. I asked someone how many times they can call me in a week he could not answer. Nor would he give me to a manager. #*****

  Business Response

  Date: 14/04/2023

  
  We are sorry to hear that the customer is going through a
  difficult time and wish the best for her and her Family.  
  To ensure that we are continuing with providing good
  customer service and being respectful of the situation, a full investigation
  into the correspondence between the customer and staff has occurred.
  We understand that the nobody wants to have a collection type
  conversation while handling a crisis and our attempts at communicating are not
  meant to cause further frustration, we have options to help especially during times
  such as these, but we need the customer to reply to our attempts and have a
  constructive conversation. We have reviewed and confirmed in the correspondence
  between the staff and the customer, there were warnings of the of the
  possibility of the loan being sold to a 3rd party if we were unable
  to make arrangement with the customer.
  The loan has not had a payment since November 2022, and
  without having a comprehensive conversation with the customer, including
  signing of new documentation, the loan would remain in a delinquent state.  The loan is now written-off and our
  relationship with this customer has ended.
  Although this response my be disappointing for
  the customer, we have confirmed the staff operated within our policies and procedures.
  We encourage the customer to work with the 3rd party collection agency
  to address the balance

• Initial Complaint

  Date:06/04/2023

  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 branch informs me that my payment on 03/31/2023 was bounced back. It wasn’t. I’ve provided them with tangible proof, via a bank statement and a screenshot of current transactions to prove this is false. They continue to call each day to inform me of the same situation. This is ********** in my opinion as the problem does not exist.

  Business Response

  Date: 14/04/2023

  easyfinancial would like to respond to the recent complaint.
  A member of our resolutions team has investigated and tried to reach out to the
  customer. The customer went into the branch on 04/06/2023 to discuss this. The
  employee was able to explain to the customer their account standing and came up
  with a solution to get the account back on track. The branch and the customer
  completed a refinance application and signed documents that day. If the
  customer has any more questions regarding this, they can reach out to the
  resolutions team at 1*************.