Complaints

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

close

Find a Location

Fairstone has 162 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Fairstone

  Toronto, ON M5H 1J8

  
• 

  Fairstone Financial Inc.

  141 12101 72 Ave Surrey, BC V3W 2M1

  
• 

  Fairstone Financial Inc.

  5540 Cambie St Vancouver, BC V5Z 3A2

  
• 

  Fairstone Financial Inc.

  A 32915 South Fraser Way Abbotsford, BC V2S 2A6

  
• 

  Fairstone Financial Inc.

  206A Main St Whitehorse, YT Y1A 2A9

  

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:23/06/2025

  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.

  My 16 year old son received a pre approved loan offer from fairstone financial in for $3,500. Legally a bank loan cannot be approved to anyone under 18 years old. This seems like a dangerous thing to send out to children who may in turn try to accept these loans, and because they are kids, would maybe *** about their actual ages. I assume this happened because my son recently started his first job but he is still a minor.

  

  Business Response

  Date: 25/06/2025

  We write further to your letter to the Better Business Bureau regarding
  mail sent addressed to your teenager.
  We appreciate this opportunity to address your concerns.

  
  We sincerely apologize for any inconvenience this may
  have caused. Please be assured that it was never our intention to direct
  marketing material to a minor. Our mailing lists are obtained through various
  third-party vendors, which may include public directories, online platforms,
  company surveys, contest entries, and retail partnerships. These providers
  confirm that recipients have consented and are of legal age.
  To ensure your child is removed from our solicitation
  database, we kindly ask that you provide the name and mailing address exactly
  as it appears on the correspondence. Should you wish to continue addressing
  this matter, please contact our Customer Service Department at 1-************.
  We will ensure your request is handled promptly and appropriately.

  
  We appreciate your understanding and once again
  apologize for any inconvenience.

• Initial Complaint

  Date:29/05/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting this complaint regarding repeated unsolicited loan offers I have received from the above-named business. Several years ago, I held a loan with this company, which I have since fully repaid. At the time of repayment, I explicitly requested that they cease all further contact with me.
  
  Recently, I received two new loan offer letters at my current address under my married name. This is particularly concerning, as I have changed both my name and address since my last interaction with this company, and I have never provided them with this updated information.
  
  I am deeply concerned about how this company obtained my current personal details and view this as a serious violation of my privacy. I am requesting that the company cease all further communications with me and provide a clear explanation of how my updated name and address were sourced.
  
  I would appreciate the BBB’s assistance in investigating this matter and ensuring the company complies with applicable privacy and consumer protection standards.

  

  Business Response

  Date: 02/06/2025

  To process your request for removal from our solicitation database, we require your name and address exactly as they appear on the Fairstone solicitation you received.
  If you wish to proceed, please contact us at 1-************, and we will ensure your request receives the prompt attention it deserves.
  Please note that due to processing timelines, it may take up to eight (8) weeks for Fairstone mailings to cease.
  

  Customer Answer

  Date: 02/06/2025

  While I understand that Fairstone is requesting I call to provide my name and address as they appear on the solicitation, I do not believe it is reasonable to require a phone call in order to process a straightforward opt-out request—particularly when I have already asked not to be contacted in the past.

  More concerning is the fact that these recent mailings were sent to a new address and under a new name I have not shared with the company. This raises serious concerns about how my personal information was obtained, and I am requesting a written explanation addressing this issue.

  Accordingly, I am reiterating my request via this formal written channel: please remove all of my personal information from your solicitation database immediately, and confirm in writing that this has been done. I expect no further contact from your company.

  Should additional communications continue or if this matter is not resolved in a satisfactory manner, I will escalate it to the appropriate privacy and regulatory authorities.

  Thank you for your attention to this matter.

  
  

  

  Business Response

  Date: 16/06/2025

  As previously mentioned, to process your request for removal from our solicitation database, we require your name and address exactly as they appear on the Fairstone solicitation you received.
  The complaint received from the Better Business Bureau includes only a partial address, meaning we are still missing your full details and are unable to proceed with your request.
  Please provide your complete address so we can ensure your request receives the prompt attention it deserves.

  Customer Answer

  Date: 23/06/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, my address is ** ********* ***** ********** *** *** ***. I do not know why I would need to provide this as clearly it is in the system, I even just received another letter. Please have my contact information removed immediately.  
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:26/05/2025

  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.

  Despite numerous attempts to call their toll-free number to be removed from their mailing list, they continue to solicit by mailing letters and it is becoming a nuisance.

  

  Business Response

  Date: 28/05/2025

  Thank you for reaching out. To process the removal of your name from our solicitation database, we require your name and address exactly as they appear on the Fairstone solicitation you received. If you would like to proceed, please contact us at 1-************ to provide the requested information so we can address your request promptly.

  
  Please note that due to processing timelines, it may take up to eight (8) weeks for Fairstone mailings to cease.
  We apologize for any inconvenience this may cause and appreciate your patience.

  
  

• Initial Complaint

  Date:14/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Formal Complaint Against Fairstone Financial
  
  Dear BBB Team,
  
  I am filing a complaint against Fairstone Financial for failing to respond to my multiple emails regarding my loan settlement.
  
  Here are the details of my attempts:
  1. May 6, 2025 – I requested a reduced settlement or payment plan due to financial hardship.
  2. March 16, 2025 – I sought assistance to settle the loan.
  3. October 22, 2024 – I informed them that I was out of the country and only accessible via email.
  4. October 19, 2024 – I asked for an update and requested email contact.
  5. October 12, 2024 – I notified them of my phone issues and requested email communication.
  
  Despite these repeated efforts, Fairstone has not responded to any of my inquiries. This lack of communication is causing me considerable stress, and I am concerned about my account being sent to collections.
  
  I request assistance in either adjusting the settlement amount or offering a payment plan that I can reasonably afford. I would greatly appreciate your help in facilitating communication with Fairstone to resolve this matter.
  
  Thank you for your attention.
  
  Sincerely,
  ******** ***** *****

  

  Business Response

  Date: 26/05/2025

  Fairstone offers various options to assist customers facing financial hardship. We will be reaching out to you within the next 24 business hours. Alternatively, you may contact us directly at 1-************ at your earliest convenience.

• Initial Complaint

  Date:02/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have reached out to fairstone numerous of times. In regards to all the emails , texts and phone calls I have been receiving from fairstone saying my account is behind in payments. I have never missed a payment I even pay early. I was charged 25 dollars interest on my one purchase that was paid off early for my 3 months no payments no interest. Every time I contact fairstone I am reassued my account was been corrected. Only to find out it hasn't and is now in collections. It has been an absolute nightmare dealing with fairstone.

  

  Business Response

  Date: 08/05/2025

  We are writing in response to concerns brought to our attention by your office on behalf of ********** *********
  
  Please accept this letter as confirmation that Fairstone has already contacted Ms .******** and addressed her concerns.
  
  

  Customer Answer

  Date: 08/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because in the email fairstone has written me it states that I was upset about being charged 22 dollars interest. Meanwhile they are saying my account is pass due by 134 dollars. Again I have never missed a payment. There should also be no interest on my account. As one plan is 24 months equal payments no interest. The other one was 3 months no interest. In which I paid off early. But then was charged interest.  In March I recieved a phone call that I owed 21 and change because of an annual fee I was not aware about (because you pay a fee when you chose your finance plan which I believe was 150 dollars ) I just paid that day. Even rounded it to 22 dollars. I am still receiving messages that my account is pass due for the 134 dollars. When in the letter they sent me all tbey are addressing is the 22 dollar interest i was charged. Where is this extra 100 dollars coming from?

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

  

  Business Response

  Date: 09/05/2025

   Our records also indicate that when the Account was opened, an Account
  Application was signed. It stated that, by signing, you acknowledged having
  received and read the Retail Purchase and Credit Agreement and Disclosure
  Statement. The Retail Purchase and Credit Agreement and Disclosure Statement
  specifies that a $21.00 annual fee would be charged. Copies of
  these documents were provided to you previously. Please advise if you require
  additional copies. We confirmed that of the date of this reponse the account is up to date as indicated on your last statement dated May 6, 2025.

  Customer Answer

  Date: 14/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because this that nothing to donwith my complaint. I am not complaining about the annual fee. I simply stated i was not aware because you pay at 150 fee to use the 24 month equal payments. When I knew I needed to pay this. I paid right away. Even paid a bit more. My concern is the interest that has been added to my account when there shouldn't be. Also the constant email, texts and phone calls stating that I owe $134.65 that mu account is pass due. Again I have never missed a payment I actually pay before it's due. I attached one email to show what I am talking about i can provide many more as well.

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

  

  Business Response

  Date: 15/05/2025

  According to our records, there is no outstanding balance of $134, as stated in your message. Our records show that a payment of $116.65 was received on May 1, 2025, and your account is currently in good standing.

  Kindly review your statement sent on May 6, 2025, which will confirm the details mentioned above.

• Initial Complaint

  Date:25/03/2025

  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.

  This business should be shut down! I have been harassed by them through all communications; email, phone and mail for the past 3 years! I have continually asked them to take me off their system as I have never conducted business with them. Still to this day, still being contacted

  

  Business Response

  Date: 31/03/2025

  Tell us why We appreciate this
  opportunity to address your concerns.
  Further to your request, Fairstone’s mailing list has
  been updated and ****** ********* has been removed from our solicitation list.
  As direct mail
  campaigns are printed up to eight weeks in advance of the mail date, there is
  the possibility that he may receive one, or possibly two, further offers.
  Please disregard these offers.
  We trust this response
  addresses Mr. ********** concerns, and we apologize for the inconvenience
  caused.

  Customer Answer

  Date: 31/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have called in several times over the past few years to have my name removed and for them to say they’ve removed my name means my name is still on their list! 
  They have never said it would take 8 months before, maybe 1 or 2 but what company needs 8 months to stop sending spam mail to someone?

  i don’t believe they will take my name off their list. Sorry but they have said that to me several times and they haven’t before. 

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

  

  Business Response

  Date: 03/04/2025

  Fairstone’s mailing list has been updated and ****** ********* has been removed from our solicitation list.
  As direct mail campaigns are printed up to eight weeks in advance of the mail date, there is the possibility that he may receive one, or possibly two, further offers. Please disregard these offers. We consider the matter to be resolved and closed and apologize for any inconvience this delay may have caused.
  

• Initial Complaint

  Date:25/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Sir/Madam,
  I am writing to file a formal complaint against Fairstone Financial for mishandling my account and demonstrating ongoing ********** in addressing a matter that has caused significant personal and financial distress.
  Account Holder: ****** **** *****?Date of Birth: ******** *** ****?Phone Number on File: 6***********
  Fairstone incorrectly placed a fully paid account into collections, despite the fact that all dues had been cleared in full. As a result of their error, they not only submitted this delinquency to the credit bureau—severely impacting my credit score—but also imposed late payment fees and interest on the account, even though the fault was entirely theirs.
  Upon raising the issue, Fairstone acknowledged their mistake and, as a means to rectify the situation and retain goodwill, promised to extend the repayment period on my active file from August 2024 to December 2024. However, it has now been over four months, and they have yet to honor this agreement.
  Despite repeated follow-ups and requests, they have failed to arrange a promised call with a supervisor. Instead, I have been continually redirected to unrelated departments, with no accountability or resolution offered.
  This experience has been frustrating, time-consuming, and damaging to my credit standing—through no fault of my own. I am requesting that the Better Business Bureau investigate this matter and ensure that Fairstone:
  1.Immediately removes all erroneous late payment fees and interest from the account
  2.Corrects any negative reporting made to the credit bureau
  3.Honors the agreed-upon extension of the payback period to December 2024
  4.Issues a formal apology and explanation for the delay and mishandling of the situation.
  Thank you for your attention to this matter. Please let me know if any further information is needed.
  Sincerely,
  ****** ***** **********

  

  Business Response

  Date: 05/05/2025

  We have investigated the matter and our
  records indicate that as of the date of this letter, Fairstone has  not received  the payment for the purcahse made on August 6 2023 in the amount of $1809.59, thus causing back billed
  interest on the purchase to be applied to the Account and the cancellation of
  any promotional offers on the Account, in accordance with the terms of the
  contract.
  

  Customer Answer

  Date: 12/05/2025

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

  Dear Better Business Bureau,
  I am writing to follow up on an unresolved complaint previously submitted regarding Fairstone Financial, which has continued to cause significant financial and emotional distress.

  Despite a clear agreement made with a Fairstone customer service representative, where I, ****** **** *****, was granted an extension on my payment deadline, this arrangement was never properly documented in their system. As a result, I was not informed that the term ended earlier than expected, which placed my account into default. This led to the application of excessive, unwarranted interest charges and penalties totaling hundreds of dollars above the original owed amount.

  In December 2024, when I contacted Fairstone to pay off the original balance—approximately $1,809—I was shocked to learn that my account had already been transferred to collections. This was the first time I was made aware that the arrangement I believed had been made was not honored or properly processed. This discovery marked the beginning of a deeply frustrating and damaging experience.
  My repeated efforts to speak with Fairstone’s customer service were met with extended hold times and eventually, redirection to a collections agency, which had no ability to address or resolve the issue. Despite being promised callbacks from Fairstone supervisors on multiple occasions over the past several months, I have not received a single follow-up.

  Furthermore, I have a call recording from one of my recent interactions with a Fairstone customer service agent, in which the agent clearly acknowledges that an attempt was made to extend my payment term, but it failed due to an error by the original representative who had promised the arrangement. **** ******** *********** ******** ************* *** ************* ** ******
  Please also note that while the letter I originally submitted in January 2024 does not explicitly state that the deadline was extended, it was sent by the same Fairstone agent who assured me over the phone that my payment deadline would be extended from August 2024 to December 2024. This verbal promise has been confirmed in a call recording, which I have submitted as evidence. The letter serves to corroborate the timeline and the identity of the agent involved in making the commitment that was never honored in Fairstone’s system. This deadline extension was promised to me to make up for the unnecessary interest placed on my file despite of Fairestone receiving the payment in full for the credit period of July 2023-2024.

  I have time and again made it clear to Fairstone in all my communications that I am fully willing to pay the original credit amount as shown on my invoice. However, I have consistently requested that the excessive interest charges be waived, and more importantly, that my credit report be corrected to reflect this resolution. This is necessary to avoid further confusion and damage, such as what originally sparked this issue.

  The lack of accountability and resolution from Fairstone is unacceptable. I am requesting BBB’s continued assistance in ensuring that Fairstone:
  Acknowledges the miscommunication and internal failure regarding the promised extension.
  Reverses the unjust interest and penalties applied to my account.
  Corrects the negative impact to my credit score caused by their internal error.
  Provides a formal apology and a written resolution.
  I would appreciate your urgent attention to this matter as it continues to impact my financial wellbeing and peace of mind.
  

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

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

  

  Business Response

  Date: 15/05/2025

  
  We are writing in response to your additional correspondence dated May 14, 2025.

  Our records indicate that on January 4, 2024, you contacted our office to inform us that the merchant had provided incorrect information regarding your promotional financial plan, which expired earlier than expected. While you believed the plan was set to expire in December 2024, the sales slip you signed indicated an expiration date of August 2024. As a gesture of goodwill, we reinstated the promotional plan and credited $224.98 to your account.

  Additionally, our records show that you contacted Fairstone on November 2, 2023, notifying us that you had to travel to India due to a family emergency and requested an interest waiver as a goodwill gesture. In an exceptional circumstance, Fairstone granted your request and waived $494.24.

  When one or more payments are made late, or if the payments are not
  complete, additional daily interest accrues and must be paid. When either or
  both of these situations occur, the amount paid may be applied mostly or only
  to accrued interest and not to principal. This is because interest is
  calculated based on the number of days since the last payment and your payments
  primarily cover accrued interest.

  As of the date of this response, the account has a balance due of $2611.88 and is delinquent.

  We trust the foregoing to be satisfactory.

  Customer Answer

  Date: 15/05/2025

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

  I am writing in response to your correspondence dated May 14, 2025. I must categorically reject the inaccuracies, fabrications, and gross mischaracterizations outlined in your letter, which bear no resemblance to the actual events or my documented communications with your company.
  
  1. False Representation of Promotional Plan Terms
  The original issue arose when Fairstone wrongly applied interest charges to my account despite my payments being made on time. This error was acknowledged by your office. To resolve the issue, I was explicitly promised by a Fairstone representative that my promotional financial plan’s expiry date would be extended from August 2024 to December 2024 as a goodwill gesture to correct the unjust interest and the harm caused to my credit score.
  
  * ** ********* a call recording *** **** in which a Fairstone agent clearly confirms this deadline extension. It is unacceptable that Fairstone continues to conveniently ignore documented verbal commitments made by its own staff.
  
  The documentation and recording I have submitted stand as clear and irrefutable proof. Any attempt to mischaracterize or dismiss them will be viewed as deliberate **********.
  
  2. Deliberately False Statements About Travel and Waivers
  Your claim that I contacted Fairstone on November 2, 2023, to request an interest waiver due to travel to India or a family emergency is a blatant falsehood. I never made such a request, and I never referenced any travel. This statement is a fabrication and reflects a reckless and unprofessional attempt to shift the blame onto the customer.
  
  I demand an immediate retraction of this false narrative from your records. Continuing to circulate such misinformation is both irresponsible and ******* questionable.
  
  3. ********** and Escalation Without Cause
  Despite Fairstone’s verbal assurance to extend the plan expiry date to December 2024, no notice was ever sent indicating that the extension had not been processed. This lack of follow-up led to unauthorized interest charges, a delinquent account status, and the unjust referral of my account to collections.
  
  Fairstone’s failure to communicate and correct its internal errors has resulted in ongoing harm. It was only after I escalated this matter to the Better Business Bureau (BBB) that I received any form of response.
  
  Final Position
  Let me be clear: I will not pay interest charges that were wrongfully applied due to Fairstone’s failure to implement a promised resolution. I am willing to pay the original principal amount only, and I demand an updated account statement with all illegitimate interest removed.
  
  This is my final formal request for Fairstone to resolve this issue ethically, accurately, and immediately. 
  
  
  Sincerely,
  
  
  
  ****** ***** *** ******** *****

  

  Business Response

  Date: 26/05/2025

  We acknowledge receipt of your additional correspondence. Please note that Fairstone’s position remains unchanged. As previously stated, Fairstone extended a goodwill gesture by waiving interest on two separate occasions—on November 2, 2023, and January 4, 2024—totaling $719.22. This effort was made to facilitate a swift resolution and mitigate further interest accrual or potential delays affecting credit reporting.
  Given the above, we kindly request that you contact our collections department at 1-************. We remain confident that a settlement agreement can be reached.

• Initial Complaint

  Date:11/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fairstone has been an absolute nightmare to try to get a hold of. We currently have one personal loan with them and one under **** ***. I had lost my job a while back and notified Fairstone that I would not be able to make payments until I was back on my feet. My wife was also low income at the time (still is), so we called them right away. Well, none of their agents wanted to help us and we ended up more frustrated and stressed than in the beginning. We tried emailing them, but apparently no one works there either. Even when we call, there is a 3+ hour wait to talk to someone! I'm working, I can't sit around and wait so many hours.. it's not right!
  
  This has been an ongoing battle with them for almost a year now and we have made attempts to make payments, but for some reason they locked up our accounts and won't let us make a payment nor see the balance we owe.
  
  Though we sure do receive threatening letters from them and how they are threatening us with a lawyer every time too! What a nightmare! What is wrong with you people?!
  
  We received an offer in my email a few days ago, offering to let us pay off the loan at a lower rate by the end of this month. While we want to take advantage of this, due to our financial situation, we have to wait until our house sells (yes it is as bad as it sounds financially! We have no choice as we are about to lose everything!) and get the payment from that to pay them.. we want to pay you as much as you want us to, trust me! But there is no way to get a hold of you because you just don't care! We are so very, very stressed and frustrated. You are terrible!

  

  Business Response

  Date: 17/03/2025

  We have made multiples attemts in contacting the customer. Fairstone has a number of alternatives available to customers experiencing hardship. We kindly request that Mr. **** contact us directly at 1-*************

  thank you.

  Customer Answer

  Date: 20/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This is not true. I have not seen one email in an attempt to contact me. Giving me a phone number to call as a response after I mentioned in my complaint about how I already called numbers countless times without help is not a helpful response. An email to tell me if you're either going to let me pay the price that was sent in the offer prior or calling off the loan amount is all I'm looking for. I refuse to give your phone calls any more of my wasted time.
  
  
  
  Sincerely,
  
  
  
  ****** ****

  

  Business Response

  Date: 31/03/2025

  We have received your additional correspondence, and we appreciate this opportunity to further respond.
  Our records indicate that we have attempted to Mr. **** on March 14, 2025, March 21, 2025 and on March 24, 2025. Our records also indicate that written communications via email has been sent to Mr. **** you on March 25,2025.
  We would like to advise you that following a period of delinquency, the account was transferred to *** collection agency. We kindly request that Mr. **** contact them directly 1-************ regarding the settlement offer he is referring to. Going forward all payment agreements and/or settlements will be processed through *** collection agency.

  
  The Executive Response Team.

  Customer Answer

  Date: 01/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The only attempts that I have seen are emails sent to me that do not allow me to respond as they are from email addresses that do not accept responses. Had you responded to my inquiries that I had made long before you ignored me and forwarded me to another party without even allowing me to communicate with you, we would not be here. Take responsibility for the lack of customer service and ignorance that you have treated me with and deal with this yourself properly already! Your treatment of me is absolutely disgusting!
  
  
  
  Sincerely,
  
  
  
  ****** ****

  

  Business Response

  Date: 03/04/2025

  Tell us why Our records indicate that we have attempted to contact Mr. **** on March 14, 2025, March 21, 2025 and on March 24, 2025.
  Following a period of delinquency, the account was transferred to *** collection agency. Going forward all payment agreements and/or settlements will be processed through *** collection agency. They can be reached at 1-************.

  Please accept this as our definitive response on this issue.We consider the matter to addressed and closed.

   

• Initial Complaint

  Date:11/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint against fairstone regarding there interest rates and how even if a person has great credit no matter what they are are given the 39.99 percent interest rate. I’ve spoken to many people who have had the same issue happen to them. I’m curious as to why they give everyone the same interest rate even with good credit. I’m currently considering bankruptcy due to this interest rate being so high. I also have an issue with two insurance on my loan that I canceled and have not been refunded for. I stopped my last payment because I shouldn’t have been charged for the insurance because I cancelled it but I was told I was still responsible for it. I’ve called head office and the insurance company and can’t get any help finding where these refunds for the insurances are. Really hard company to deal with as nobody seems to want or be able to help you or answer your questions.

  

  Business Response

  Date: 17/03/2025

  Fairstone
  District Manager has contacted Mr. ******* on March 13, 2025 and addressed his
  concerns.
  we consider the matter to be resolved.

  thank you

  Customer Answer

  Date: 17/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am rejecting this response because I am having to go bankrupt due to the high interest rate which I feel my rate should have been a lot lower because of my great credit score. This company is a ***** because they give everyone the same interest rate when in fact when you have a better score your rate should be better. If my rate doesn’t go down so that I can get a chance to pay this loan off I have no choice but to file with a trustee. I’m on a fixed income and things have changed and I want to be able to pay this off but I need help with a lot more lower rate and I need to know the exact details of my loan once this is done. A loan of 12500 and having to pay back 31000 I can’t do it and I feel it’s unfair and it’s causing me hardship 
  
  
  
  Sincerely,
  
  
  
  ******** *******

  

  Business Response

  Date: 21/03/2025

  We have contacted the customer and reviewed the terms and conditions of
  the signed contract. Mr. ******* has confirmed the matter to be addressed. We
  consider the matter to be resolved and closed.

   

  Customer Answer

  Date: 21/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they refuse to help me with my financial issue regarding there loan. They are a ***** and there rates of interest is causing me to have to go bankrupt. I wanted to work with them to help me reduce my interest so I can achieve paying the loan in full but they refuse to help me. Terrible company and they don’t help there customer in hardship. I’m willing to work with them if they are willing to work with me in reducing the interest rate as all I’m getting is a bit of ltd income and it’s hard right now to be able to pay this loan
  
  
  
  Sincerely,
  
  
  
  ******** *******

  

  Business Response

  Date: 28/03/2025

  Our records
  indicate that in January 2025, Mr. ******* contacted Fairstone to inform us that
  he was experiencing financial hardship. During this call Mr. ******* requested the
  cancellation of the Life Insurance Plan and review his interest rate. The
  Insurance was canceled as requested and a full refund was applied to his account.
  Additionally, we have provided an adjustment of terms and additional payment
  options to assist Mr. *******.
  
  We have
  been in communication with Mr. ******* and have attempted to address his concerns,
  to the extent we can do so. Unfortunately, there is nothing further we can do
  here, and we now consider this matter closed.

  sincerely

  The Executive Reponse Unit.

  
  

  Customer Answer

  Date: 29/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this company is absolutely rediculous to deal with and they put a lot of people in hard times because of there **** ***** type of interest rate. What business tells a customer there’s nothing they can do to help them when in there time of need. They don’t even communicate well either there customers. They have done nothing to help me so I guess they rather a person go bankrupt rather than adjust there interest rate so that they can achieve in paying off the loan. * ****** **** * **** *** **** **** ** *** **** ***** ***** *** ****** **** ******** ** ******* ******* *** ****** ** ******* Shame on fairstone for not helping shame 
  
  
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:04/02/2025

  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.

  It shows on my banking app that I took a $1,000 loan from FAIRSTONE FINANCIAL, INC but I never did. Someone took a loan from my name. It was not me.

  

  Business Response

  Date: 07/02/2025

  Based on the
  personal information you have provided, we are unable to locate any account
  information under your name.

  We kindly invite you to contact the credit report agencies for any concerns you may have in regards to your credit file.