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

  16, 1500 Cranbrook Street N Cranbrook, BC V1C 3S8

• 

  goeasy Ltd

  3 2404 Centre St NE Calgary, AB T2E 2T9

• 

  Easy Home Furnishings

  1001 8249 Eagle Landing Parkway Chilliwack, BC V2R 0P9

• 

  Easyfinancial Services

  103B 45793 Luckakuck Way Chilliwack, BC V2R 5S3

  

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:23/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a new loan with Easy Financial and the first payment did not come out, no attempt made at all. I emailed Easy to let them them know right away and no response. I emailed them a second time, no response. I also let them know that i am on vacation and to respond to my emails as no access to phone for next three days. Today i start to get threatening text messages about escalating things further. I respond to the text messages. No response. I believe they set the loan up incorrecly with wrong account details because no payment was ever attempted. Regardless there is no excuse for not returning client messages especially when i reached out days in advance to advise of their mistake.

  Business Response

  Date: 01/10/2025

  Thank you for bringing this to our attention. We sincerely apologize for the inconvenience and frustration you've experienced, especially given your efforts to reach out in advance.
  We understand your concerns regarding the missed payment, lack of communication, and the recent messages you received. Please be assured that this is not the experience we want for our clients.
  
  Our team will be reaching out shortly to discuss this matter directly and review your account in full, including the payment setup. If there was an error in the account details, we will work to correct it immediately.
  
  We appreciate your patience and the opportunity to resolve this properly. If you have any further updates or documentation you'd like to provide in the meantime, please feel free to reach out to us at  1-************. 

• Initial Complaint

  Date:15/09/2025

  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.

  applied for a personal loan as I was going through a difficult time. I was assured by their SALESPERSON that the high and now illegal loan interest rate of 48% was going to decrease with consistent repayment.
  This has not happened and it has been a year. I have spoken to and emailed the branch nearest to me and “nothing can be done” to lower the interest rate. I explained to them that they were a LAST RESORT for me and I never would have agreed to taking the loan if the rate was not going to be decreased.
  
  I have sent an email to their consumer complaints department but have never heard back.

  Business Response

  Date: 01/10/2025

  easyfinancial appreciates the opportunity to address the
  customer’s concerns. The concerns raised appear to relate to the initial sales
  conversation, which was conducted by ****** Financial, a third-party loan
  sourcing brokerage. ****** Financial partners with various lenders, including easyfinancial,
  to facilitate loan arrangements for customers.
  ****** Financial has advised that the customer may be
  eligible to reapply for a loan after demonstrating 3 to 4 months of consistent
  payments on the current account. It is important to note that approval for a
  loan increase or a lower interest rate is not guaranteed. Such decisions are
  based on a review of the customer’s current credit report, income, and
  debt-to-income ratio.
  easyfinancial would also like to clarify that the interest
  rate on the customer’s personal loan is 43.99%, not 48% as stated in the
  complaint.
  An investigation into the matter is ongoing, and a Senior
  Agent from easyfinancial’s Resolutions Team will follow up with the customer
  directly to provide further assistance.

• Initial Complaint

  Date:15/09/2025

  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 has been several weeks since this account was paid off and yet there is still an open account with the amount $297 on my credit report.
  
  They were perfectly able and quick to add missed payments when a payment was missed while I was still in debt to them, but now that they are no longer collecting money from me they are unwilling to put the same effort into closing my account on my credit report that they put into adding missed payments to it.
  
  Additionally, when they thought I was calling to potentially get another loan with them they were so fast to answer the phone, now they don't pick up.

  Business Response

  Date: 22/09/2025

  Thank you for reaching out and bringing this to our attention.
  
  We understand your concerns regarding the status of your account on your credit report. Please note that while we strive to ensure all information is reported accurately and promptly,  the credit bureaus can take up to 45 business days from the date of final payment or account closure to be fully reflected on your credit file.  In your case the  loan was paid out officially  on August 16, 2025. This timeline is in accordance with standard credit reporting processes.
  
  We appreciate your patience during this time. If you continue to see the balance reported after this period has passed, please don't hesitate to contact us, and we’ll be happy to investigate further.
  
  Regarding your experience with our phone support, we sincerely apologize if you’ve had difficulty reaching us. We are committed to providing consistent service to all our clients and will ensure this is addressed internally.
  
  Please also see the attached payout confirmation for your records as proof of closure if needed. 
  
  Thank you again for your understanding.

• Initial Complaint

  Date:03/09/2025

  Type:Order 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.

  Good afternoon,
  I am touching base as I am having an issue with the *** **** ****** Easy Financial. I obtained a loan July 17, 2025 to help pay out payday loans and make it easier to make my bills etc. The loan is still not completed to what was supposed to be done. I have 3 amounts that have yet to be paid out to the payday people or to myself because I have now paid them out on my own, so not only am I trying to pay those I am making payments to Easy financial as well. I have reached out several times by email and by phone over the 5 weeks. I have spoken to my loan representative there asking for an update and have not received one, I have spoken to the manager there asking for an update and have not received anything. I have sent multiple emails asking for updates and the emails have not even been acknowledged. i have completed 3 payments on my loan to easy financial without the full contract being fulfilled and full loan being issued and completed. I was told last Thursday aug 21 that my representative would have things settled in hopes no later then Monday aug 25. I have reached out again aug 26 as I have had no contact or update and again i have not been acknowledged. Again I have made payments on my "loan" with them and I have not received nor has their side of the contract been honored. I was also told they were in communication with the companies and now have confirmation that no such communication has taken place.

  Business Response

  Date: 13/09/2025

  easyfinancial expresses appreciation to the customer for bringing this issue to their attention. The customer initially reached out to easyfinancial's customer service team on September 3rd, and by September 8th, the matter had been resolved. easyfinancial's back-end team successfully cancelled the three cheques and redirected the funds to the customer's bank account, which the customer has confirmed receiving.
  
  In response to the feedback regarding the branch experience, easyfinancial has acknowledged the customer's concerns about the lack of communication and response to the escalated matter. easyfinancial is committed to taking such issues seriously and ensuring appropriate action is taken.
  
  The company appreciates the customer's patience and cooperation throughout the resolution process. easyfinancial recommends that the customer contact their customer service team for any future concerns.
  
  Thank you.

  Customer Answer

  Date: 14/09/2025

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

• Initial Complaint

  Date:02/09/2025

  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.

  My son borrowed money from Easyfinancial quite a few years back and was making his payments when he was living with me as we did not get calls from them at that time. My son moved out over 3 years ago under bad circumstances and I no longer have any contact with him. He does not respond to my calls. At some point I guess he stopped making his payments to Easyfinancial and they were calling his cell phone originally I guess but then they switched to constantly calling my home phone since he used to live here. In the beginning it was calls couple of times a week and I repeatedly told them he no longer lived here and the only number I had for him was his cell number that they also have. I also informed them that he has no contact with family any longer and also does not answer our calls. This alone is a unhappy thing for me and the rest of his family so these calls are hurtful to us. In the last year the calls have increased to 7-8 calls per day with them sometimes just hanging up when they hear me answer or just saying his name when I answer. When they do this I tell them again that he no longer lives here and to remove this number from the file. I have been told repeatedly that the number has been removed and will take effect within 24 hours and then the next day the calls start again. I have been now adding the number to a blocked list on my phone but the number changes every day so that is proving to be futile. At this point I need to know what options I have to report them for harassment. Is this something I need to contact the police about? I work from home so the phone ringing constantly daily with calls from them is causing me real hardship.

  Business Response

  Date: 16/09/2025

  Thank you for reaching out and bringing this matter to our
  attention. We sincerely apologize for the continued inconvenience and distress
  our calls have caused you and your household.
  We understand how upsetting and frustrating it must be to
  receive repeated calls, especially when you have clearly communicated that your
  son no longer resides at your address and that you are not in contact with him.
  Please rest assured that it is never our intention to cause undue stress or
  hardship, and we take these concerns very seriously.
  As of today, we can confirm we have  remove your  phone number. We will ensure that your phone
  number is permanently removed from any further contact attempts regarding your
  son's account.  
  
  Please  note any further  contact should only  be for your account with Easy financial.
  Please note that our company adheres to strict regulatory
  and privacy guidelines, and once we are made aware that a phone number is not
  associated with the account holder, it is our obligation to cease contact with
  that number.
  
  If you continue to receive calls after this confirmation, we
  encourage you to contact our Customer Resolutions  directly at 1-************, so we can take
  further action to rectify the situation.
  
  Once again, we deeply regret the inconvenience and emotional
  distress this has caused. Your experience is not reflective of the standard of
  service we aim to provide, and we appreciate your patience as we work to
  resolve this matter.
  

• Initial Complaint

  Date:27/08/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was able to cancel the Loan Optimzer part of my contract with my local branch ** ********** back in Dec 2024. . However they said I need to contact easyfinancial directly to cancel the Loan Protection Plan. I have been trying to cancel the Loan Protection Plan part of my loan (as per the contract says I can do) ever since. They do not call me back nor have they answered any of my emails. I’m at at loss as what to do next. This cancellation would save me $30.92 bi-weekly and would really help me out. Can you help me?

  Business Response

  Date: 04/09/2025

  Thank you for reaching out, and we sincerely apologize for the inconvenience you’ve experienced.
  
  We can confirm that the Loan Protection Plan has now been cancelled and backdated to the date of your letter, January 22, 2025. 
  
  Your new bi-weekly payment amount is $63.63, effective immediately. This adjustment reflects the removal of the Loan Protection Plan and will help reduce your regular payments moving forward. That being said your payment for September 9, 2025, is already in transit. This payment adjustment will reflect on   your next payment. 
  
   With the payment being updated we have allocated the amount to paid to the loan protection program to you balance to pay down the loan . 
  
  Your original loan balance as on September 4, 2025, was $3,174.20, with per diem interest of $3.36.
  
  After we revised your payments, your updated balance as of September 4, 2025, is $2,634.40, with per diem interest is at $2.86.
  
  If you have any further questions or need assistance with anything else, please don’t hesitate to contact us. We’re here to help.
  
  Warm regards,

  Customer Answer

  Date: 10/09/2025

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

• Initial Complaint

  Date:27/08/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid off my account in full with this creditor and blocked them from taking any more money from my bank account. However, as of this morning, they unauthorized, it took ten dollars for my account

  Business Response

  Date: 27/08/2025

  easyfinancial appreciates the opportunity to address the concerns raised by the customer in their 2 most recent BBB complaints and the company wishes to apologize for any inconvenience this may have caused.
  
  Upon receiving the request for a Do Not Solicit (DNS) status on their account filed by the customer on a previous BBB complaint, easyfinancial services has taken immediate action to update their records accordingly. Additionally, the customer's information has been removed from all marketing lists to ensure they no longer receive unsolicited communications.
  
  During the investigation, it was discovered that the customer holds an active Credit Optimizer subscription which is a credit building tool signed and agreed upon during the initial loan sale (customer can find these details in their first page of Terms and Conditions on their loan documents), which provides an ongoing subscription to the service even after the loan is paid in full and closed. The product is currently reporting as past due as payments are being returned as insufficient funds (NSF). A member of the easyfinancial services customer service team has been working directly with the customer to resolve the missed payment and cancel the service as requested. 
  
  easyfinancial values and prioritize our customers' preferences and privacy, and we approach these matters with the utmost seriousness and diligence. Please rest assured that we are dedicated to maintaining the highest standards of customer service.

  Customer Answer

  Date: 27/08/2025

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

• Initial Complaint

  Date:19/08/2025

  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.

  Was told if I paid $126 on the 1st of august that it would bring me over to the 20th of august via email and now they are saying it wasn’t enough and my account is due and now accumulating late fees. I refuse to pay more for their mess up also the amount of the drier seems to change 34.64 bi weekly doesn’t add up-to 126 for 20 days, for a whole month it should be 69.28 pre tax.

  Business Response

  Date: 05/09/2025

  Thank you for sharing the customer's feedback. Easyfinancial always prioritize addressing customer concerns. We are currently investigating the issue and will reach out to the customer once our investigation is complete.

• Initial Complaint

  Date:18/08/2025

  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 lodge a formal complaint regarding the mishandling of my ******** account (Loan #******) and the subsequent inaccurate credit bureau reporting, which has caused significant financial harm.
  
  Background:
  • On April 30, 2025, I formally requested that my account be closed and the couch in question be collected. I also requested that all payments cease as of that date.
  • Despite repeated follow-ups, the pickup was delayed until June 7, 2025, due entirely to ********’s inaction.
  • During this delay, missed payments were wrongly reported to my credit bureau, despite the fact that the product was scheduled for return months earlier.
  • I have contacted Store *** in Sydney repeatedly, along with Easyfinancial’s customer service, but have received no effective assistance. Instead, I have been redirected between departments with no resolution.
  
  My concerns:
  1. Breach of responsibility – My repeated requests for timely pickup and account closure were ignored.
  2. Credit damage – Missed payments from May and June were wrongly reported to my credit file, despite the fact that the account should have been closed in April.
  3. Poor communication and accountability – Head office refuses to take ownership, and the store fails to respond.
  
  Required resolution:
  • Immediate correction of the account closure date to April 30, 2025.
  • Removal of all negative credit reporting related to this account after April 30, 2025, from both ******* and **********.
  • Written confirmation that the account is closed with no outstanding balance.

  Business Response

  Date: 29/08/2025

  
  easyhome would like to sincerely apologize to the customer for the frustration and inconvenience they experienced in trying to have their account closed and the item collected in a timely manner. We recognize how important it is for customers to receive prompt service and accurate reporting, and we regret that this matter was not handled as efficiently as it should have been.
  
  easyhome has a service commitment with both ******* and ********** to ensure that all reporting is accurate and timely. Upon review, we acknowledge that while there were active discussions and negotiations with the store regarding payment arrangements, the delays in processing the return and account closure extended longer than they should have. Because of this delay, we agree that the customer’s concerns are valid, and the tradeline should be adjusted back to reflect the requested closure date of April 30, 2025.
  
  To address the concerns raised, the following actions have been taken:
  
  Credit Reporting Adjustment – A ticket has been submitted to both ******* and ********** to remove all negative reporting dated after April 30, 2025. As part of standard process with the bureaus, it may take up to 45 days for the correction to appear on the customer’s file.
  
  Written Confirmation – A written confirmation has been sent to the customer directly, confirming the same.
  
  We regret the inconvenience this caused and are committed to ensuring the customer’s concerns are fully resolved.
  
  

• Initial Complaint

  Date:12/08/2025

  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.

  Complaint Timeline – EasyFinancial Loan
  Borrower Name: ********* *****
  Lender: EasyFinancial Services Inc.
  Branch: ****
  Loan Origination Date: October 2019
  Original Loan Amount: $16,498
  Current Reported Balance (as of July 2025): ~$14,000
  Total Paid to Date: Approximately $30,000 over 5 years
  Payment Frequency: Bi-weekly payments of $254
  Key Complaint Issues
  - Verbal agreement for a 5-year term; contract reflects 10 years
  - Repeated requests for original loan agreement have been ignored
  - Refused to adjust payment dates despite multiple requests
  - No amortization schedule or loan breakdown provided
  - ************** and ********** communication from staff
  - New NSF fee policy applied retroactively without notice or consent
  - July 17-18: **** and condescending tone, misrepresentation of email receipt
  Timeline of Events
  • October 2019: Loan of $16,498 originated at EasyFinancial, Branch ****.
  • Ongoing (2020–2024): Consistent bi-weekly payments of $254 made; no original contract provided despite requests.
  • July 2, 2025: Formal complaint letter emailed to EasyFinancial requesting loan agreement, amortization, and final position.
  • July 17, 2025: Authorized one-time $254 payment after NSF issue. No mention of NSF fee.
  • July 18, 2025: Phone call from staff alleging delinquency. Caller then finds authorization email while on the call. Later demands NSF fee, claiming policy change, and behaves unprofessionally.
  Requested Resolutions
  - Immediate provision of signed loan agreement
  - Amortization schedule showing payment breakdown
  - Written explanation of NSF fee policy and when it changed
  - Confirmation of loan status and correction of any false delinquency notations

  Business Response

  Date: 20/08/2025

  easyfinancial would like to respond to the customer’s concerns and confirm that we have carefully reviewed the matter and conducted an investigation into the loan history. While we have not yet been able to connect with the customer directly, we issued a detailed written response on August 19, 2025. In that communication, we provided:
  -A copy of the signed loan agreement, confirming the contractual 120-month (10-year) term.
  -An amortization schedule showing how payments have been applied to interest, fees, and principal.
  -A full transaction history for the loan, including details of skip-a-payment requests, NSF returns, and associated charges.
  -An explanation of the NSF fee policy, which has been in effect since the origination of the loan and is applied automatically at the time of any returned payment.
  We also addressed the concern regarding the verbal representation of a 5-year term, clarifying that all loans are governed by the written and signed agreement. While we regret any misunderstanding, the records confirm that the agreement signed specifies a 120-month term.
  At this stage, the customer has been provided with the documentation and explanations requested. We have invited the customer to contact a member of our Resolutions team directly should there be any remaining questions or need for further clarification.
  We remain committed to working with the customer to ensure concerns are fully addressed and we appreciate the opportunity to respond to this matter.

  Customer Answer

  Date: 25/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have not received any documentation from the Easy Financial. I have made multiple requests and nothing has been sent to me, nor has any contact been made by easy financial.
  
  Sincerely,
  
  
  
  ********* *****

  Business Response

  Date: 29/08/2025

  easyfinancial would like to provide some clarification and additional context for review.
  
  An email was sent to the customer on August 18, 2025, which included:
  
  A detailed breakdown of the balance and payment history
  
  A copy of the signed loan documents
  
  A full explanation of the loan terms
  
  On August 26, 2025, the customer did reply to that same thread, advising that she had missed the earlier messages.
  
  Since then, a resolutions specialist has been continuing to reach out in order to review her concerns together and provide further clarity. To date, we have not been able to connect directly by phone.
  
  easyfinancial remains committed to working with the customer to ensure their concerns are fully addressed. We kindly ask that the customer contact our resolutions team so that we may go over the details and work toward resolution.