Complaints

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

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• 

  goeasy Ltd

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

  
• 

  goeasy Ltd

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

• 

  goeasy Ltd

  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

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:08/07/2025

  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.

  easy financial and ********* financial have sold my phone number and i get spam calls so often i miss my personal ones.
  
  i just inquired about possible getting a loan with either of them and once i figured something out and didn’t need their services anymore they sold my number and i get spam calls at ALL hours.
  
  crappy if this is how they treat customers - i’ve been a long time customer of ********* and i’ll probably be closing my account now

  Business Response

  Date: 10/07/2025

  Thank you for reaching out to us. We want to assure you that Easy Financial  do not sell or share customers’ phone numbers with third parties. We take your privacy very seriously.
  
  The spam calls you are receiving are unfortunately not connected with us. We recommend blocking these numbers to help reduce the unwanted calls.
  
  If you have any further concerns or need assistance, please don’t hesitate to contact us directly.
  
  Thank you for your understanding.
  
  

  Customer Answer

  Date: 10/07/2025

  
  
  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:16/06/2025

  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 took a loan from EasyFinancial in April 2024. Since then, I have made regular payments every two weeks and then monthly, as agreed. Despite these payments and partial payments made during financial hardship, EasyFinancial is still stating I owe a large outstanding balance.
  
  On June 11, 2025, I made a partial payment as requested. However, on June 14, 2025, EasyFinancial attempted to withdraw the full payment amount from my bank account without my consent, which caused an NSF (Non-Sufficient Funds) fee.
  
  They have charged me multiple NSF fees due to unsuccessful withdrawals, and I agreed to several payment deferrals because of financial difficulties. However, the loan balance they claim does not clearly reflect the payments I have made. I requested a detailed breakdown of my payments, fees, and remaining balance multiple times, but they have not provided clear documentation.
  
  I missed my payment on May 20, 2025. After I complained by email, EasyFinancial stopped contacting me and my wife, who is a co-signer.
  
  Their threatening messages and threats of legal action have caused significant stress to my family. I have a wife and three children, including a newborn, and I am struggling to manage these financial and emotional pressures.
  
  Desired resolution:
  
  A clear and accurate statement of my loan balance and payment history
  
  A refund or waiver of any unfair fees related to NSF or deferrals
  
  Confirmation that no legal or collection actions will be taken until this dispute is resolved

  Business Response

  Date: 27/06/2025

  easyfinancial is currently in active communication with the customer and has established an ongoing dialogue to address the concerns outlined in the complaint. The customer is working directly with a Resolutions Specialist from our head office, who is reviewing the account and addressing concerns related to the payment history, fees, and account balance.
  We understand the importance of providing clarity and transparency, particularly during times of financial hardship. We are also reviewing the concerns raised regarding NSF charges and payment deferrals as part of our investigation.
  easyfinancial takes concerns related to communication seriously, and we are actively working to ensure that both the customer and their co-applicant are treated respectfully and kept informed throughout this process.
  We remain committed to resolving this matter in a fair and timely manner and will continue to work directly with the customer toward a satisfactory outcome.

• Initial Complaint

  Date:16/06/2025

  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 had a loan with EasyFinancial (Goeasy Ltd.) that was paid off in full in May 2025. Since the loan has been paid off, I have been contacted several times via phone and email from this branch for loan offers. I have said via email and with a rep on the phone that I am no longer interested in their services and to not contact me again. I have been getting daily calls and emails from them to sign up for another loan. I have asked to speak to the branch manager to request for all contact to stop and I’ve been told that I’ll get a call back or that they’re not in. I have not been contacted by the branch manager and continue to receive calls and emails.

  Business Response

  Date: 27/06/2025

  Thank you for sharing your feedback. easyfinancial takes these concerns seriously and appreciates the opportunity to address the issue regarding excessive calls, texts, and emails.
  
  It appears the customer has repeatedly requested that we cease contact, as she is not interested in obtaining a new loan. In response, her account has been updated and placed on a Do Not Solicit list, with processing expected to be completed within 24-48 hours. easyfinancial sent an email to our marketing team directly to request removal from our mailing list.
  
  Additionally, easyfinancial have instructed the branch to refrain from contacting the customer by phone, email, or text going forward.
  
  We sincerely apologize for the inconvenience caused by the multiple outreach attempts and hope this resolution addresses all concerns.

  Customer Answer

  Date: 04/07/2025

   
  
  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:09/06/2025

  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.

  Over a year ago I had made application for a loan yo ****** financial was approved for 5000.00 and at 3.99 percent interest rate.
  
  Once approved then I was referred to easy financial for the funds to be released to my Direct deposit bank.
  
  Was only not long ago I asked how much I owed and how much the interest rate was ** *********
  
  I was shocked for i have been paying bi weekly over a year figuring was 3.99.
  
  Now I checked with ****** finacial adds as attached now they are charging 9.99.
  
  ** **** ******** ** ** ****** ********
  
  182.52 again been paying over a year and you see from the letter I still owe over 5000.00.
  
  I am asking for an investigation and reaching out for help please.
  
  
  **** ********* 
  
  

  Business Response

  Date: 19/06/2025

  
  easyfinancial acknowledges the concerns raised by the customer and wishes to clarify the situation. The loan in question was processed in partnership with ****** Financial. While ****** Financial's interest rates start at 9.99%, easyfinancial's rates during 2024 ranged from 29.99% to 46.96%. In this particular case, the customer was approved at an interest rate of 46.96%, which ****** Financial communicated as a monthly rate of 3.99%, rather than annually. easyfinancial apologizes for any misunderstandings that may have occurred during the processing stage.
  
  To further clarify how interest is applied:
  
  - Interest Application: Payments made at the beginning of the loan term will primarily cover interest rather than the principal. As the customer continues to make payments, the interest portion will decrease, allowing more of the payment to go toward reducing the principal balance.
  
  - Extra Payments: Customers are encouraged to make extra payments, which can reduce the total interest paid and shorten the loan term.
  
  easyfinancial is committed to addressing any further questions or concerns the customer may have. The company appreciates the customer's understanding and encourages them to contact the customer service team for additional support.

• Initial Complaint

  Date:09/06/2025

  Type:Customer Service 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 would like to lodge a complaint against Easy Financial Branch **** for sending someone to my home regarding a single missed payment. All of the information is below including me saying that I would agree to their terms but I wanted them to confirm that they would not send someone to my home. My teenaged granddaughter lives there and it's unacceptable for a man from the company I borrowed money from to show up at my home, especially as it was one missed payment. Please advise on how this can be resolved. I have no problem honoring my debt but I will not tolerate someone coming to my home. When I responded to them saying that I will agree when they confirm that no one will show up at my home again this was their response:
  
  On Sat, May 31, 2025, 12:31 p.m. Branch**** wrote:
  Hey ********,
  
  We tried contacting you through calls, emails & texts, then we'll be going through the next best course of action as per the company's policies & rules.
  
  We understand your frustration but we're well within the company's rights & following the legal procedure.
  
  However, now that you've contacted us, please be advised that we can't hold your account for the whole month as the payment has been defaulted & brought your account delinquent & that will affect your credit negatively.
  
  So to put a hold & bring your account back into good-standing, please reply to the deferral email that has been sent to you prior to this email.
  
  And as per your request we will take 2 payments from your bank account on June 27th (regular payment + missed payment from MAY)
  
  Thanks
  
  
  easyfinancial | goeasy Ltd.
  Branch **** *** **** ** **** * ***** ********** *** *** *** e. **********@******.com | t. ***** ******** 
  ******.com | *************.com | ********.ca
  
  easyfinancial Services Inc., ** **** ****** ****** ***** ***** 

  Business Response

  Date: 12/06/2025

  easyfinancial would like to thank the customer for bringing this matter to their attention. After conducting a thorough investigation, easyfinancial would like to sincerely apologize if a branch financial service representative visited the customer's home. The agent attempted to contact the customer regarding their past due payment over the last four days without success. Therefore, a road call was made in an effort to reach the customer, aiming to prevent any negative impact on their credit and to minimize interest accumulation, given their commendable repayment history.
  
  easyfinancial has addressed this issue with the branch and advised them not to attempt road calls unless absolutely necessary. They understand the stress that this action may have caused and sincerely apologize for any inconvenience.
  
  Moving forward, easyfinancial will only attempt to contact the customer via email or phone calls. Additionally, they recommend that if the customer is unable to make a payment, they should contact their branch at least 4-5 business days prior to their payment date to prevent any negative impact on their loan.

  If the customer has any other conerns, they can contact easyfinancial's customer service at 1-8*********** option * from Mon-Fri: 8 am to 8 pm and Sat-Sun: 10 am to 6:30 pm EST. 

  
  

  Customer Answer

  Date: 13/06/2025

  
  
  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:27/05/2025

  Type:Product 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 leased to own a washing machine mine and dryer set in 2023 from Easy Home paying monthly for two years and I did not get a copy of what I signed and the money came out by direct deposit and then about 4 or 5 months ago the washer broke down so I called them to see what they would do and they told me they would do a ****** search to get the same brand a n d needed a couple days but would pick up my broken washing machine first ...and then they said that they found a new machine and would switch it out so they had my broken machine then three days later as I just found brought back my same machine because two days ago it broke down again same issue and I called them And they said h were unable to help me .. i paid over 2500.00 dollars fir brand new machines that were most likely refurbished and they **** to me and took advantage of me and so If you need more info please call me as writing is very difficult for me.

  Business Response

  Date: 30/05/2025

  easyhome would like to respond to the customer's concerns. We regret to hear that the customer feels disappointed with their experience, and we would like to provide clarification and context regarding this matter.
   Per company policy, lease agreements are printed and presented to the customer at the time of delivery. A copy of the signed agreement is retained at the local store, and customers may request an additional copy at any time.
   The customer leased a washer and dryer set with an initial one-year manufacturer’s warranty. On September 20th, 2021. After this period, a second year of warranty coverage was provided through the store. We can confirm that the customer contacted the store on multiple occasions regarding the washer and dryer, and each complaint was addressed appropriately.
  In some cases, issues arose due to improper use or installation after delivery, and the customer was informed that such situations were not covered by the warranty. Despite this, the store covered the cost of a third-party service visit as a gesture of goodwill and took the opportunity to educate the customer on the proper use and care of the appliances. Below are some examples:
  ·         September 29, 2021: Customer reported a leaking washer. Upon visiting, it was determined that the unit had been moved and reconnected incorrectly by the customer, causing the issue.
  ·         December 17, 2021: Customer called regarding an error message (4C) but later reported it had resolved itself, after she unplugged it and it was reset.
  ·         February 24, 2022: Store visit confirmed the dryer vent was missing and the unit had been running without a filter, causing performance issues.
  ·         March 22, 2022: A third-party technician investigated a report of overheating. It was found that clothing had obstructed the vent. The technician educated the customer on proper settings and use.
  
   In 2023, the washer was replaced at the store’s discretion. It is important to clarify that lease agreements allow for replacement units to be valued comparably to the value of the goods at time of replacement. the washer was valued at approximately $100.00, it was replaced with a comparable model and value. Replacement with a brand-new machine would require a new lease agreement at current pricing.
  
   The account has since been paid in full. While the unit is no longer under warranty, the store manager—who has maintained a respectful relationship with the customer—extended a 30-day warranty from the final payment date to provide additional support. An offer to purchase an extended warranty was made previously but was declined by the customer.
  
   The store manager attempted to reach the customer following recent voicemails but was unsuccessful. We remain committed to respectful communication and addressing any concerns professionally.
  We appreciate the customer bringing their experience to our attention. While we are confident that the lease terms and service expectations were followed, we acknowledge the customer’s frustration and hope this response helps clarify the circumstances, as the unit lease has expired, as paid and there is no longer a warranty on the item, any future repairs or service is the responsibility of the customer.

• Initial Complaint

  Date:27/05/2025

  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.

  Member number **********
  Loan amount as of today 11123.00 est
  Number of payments 21
  $469.00 2x month
  Balance has not dropped 1 cent in last 14 payments

  Business Response

  Date: 28/05/2025

  easyfinancial acknowledges the concerns raised by customers regarding their loan balances. Upon review, easyfinancial has confirmed that when a customer refinanced their loan to extend the term and reduce monthly payments, a payment on the prior account was returned. As a result, the following charges were added back to the current balance:
  
  - A $25 non-sufficient funds fee.
  - An insurance charge of $126.80.
  - The payment amount of $155.29.
  
  These charges must be cleared by the customer's payments before any amount can be applied to the principal balance. Additionally, easyfinancial discovered that the first payment on the refinanced loan, due on August 15, 2023, was missed. This caused a backlog of interest on the balance. Subsequently, a payment was not made until September 15, 2023, which was applied to the outstanding fees and insurance first, leaving the interest backlog uncleared. Another missed payment occurred on October 15, 2023, causing further accumulation of interest and insurance charges. Consequently, there is now a backlog of three months of interest that has not been cleared, and additional payments have not been made to catch up.
  
  Furthermore, there were three deferred payments requested last year, which contributed to the interest backlog. In total, there were five deferrals, three of which were missed payments. Missing multiple payments early in the loan term can significantly impact the loan, as payments will be applied only to interest and insurance until the backlog is cleared. This is why the principal balance has not decreased.
  
  easyfinancial suggests that customers make additional payments to reduce the loan balance more quickly. Otherwise, the loan maturity date will extend, resulting in higher overall interest payments. If customers have any further concerns about their loans, they are encouraged to contact easyfinancial's customer service team at 1-888-502-3279, available Monday to Friday from 8 am to 8 pm, and Saturday to Sunday from 10 am to 6:30 pm EST.

  Customer Answer

  Date: 28/05/2025

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

  you will notices on the attached pictures my balance is still the exact same as of 2027

  also please note the last 2 pictures showing that the principal is actually higher via there internal system. 
  in less then 1 year my principal has went up a approx $1500.00
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 13/06/2025

  Easyfinancial
  is taking the opportunity to address the customer’s concerns and provide
  clarifications regarding their account.
  As
  previously explained, the customer’s account has accrued interest due to missed
  payments and accrued charges. As of today, the accrued interest is $2,091.39,
  with a daily interest charge of $10.97. We understand that financial
  difficulties can occur; Had initial payments been made on time, the accrued
  interest would have been offset more quickly, allowing the balance to decrease
  sooner. However, the more payments missed, the more time it takes to bring the
  balance down.
  The
  customer has been provided with an amortization schedule outlining how regular
  payments, if consistently maintained without further deferrals, will impact
  their account. According to this schedule, the principal balance is projected
  to decrease starting in 2027, once the accumulated interest is fully settled. If ever there is an offer to lower the customer's interest, easyfinancial will contact the customer tofurther discuss it. In the meantime, we
  encourage the customer to consider making additional payments, which can
  expedite the reduction of their loan balance.

  If
  there are any other concerns or questions you may have, please do not hesitate
  to let us know. Thank you for your understanding and cooperation.

  Customer Answer

  Date: 18/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  first off you answered 0 questions I asked so again I’ll ask what I found was the main question

  how did the principal on the loan go up by $2000.00 in less then 1 year?? How are my payments going 100% to I treat and 0 to principal 

   

  i am under the understanding that if I do “defer” a payment I will get a new payment arrangement by email   And I have not recieved one

  I can not even pay this loan off in one lump sum because the principal of the loan changes every day

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

  Business Response

  Date: 26/06/2025

  Easyfinancial would like to follow up on the
  customer questions. The principal balance did not
  change, it remained the same as nothing went towards it due to the deferrals. The
  attached amortization schedule provides a breakdown of the payments and at what
  point the balance changes. The ~2000$ was the total interest accrued due to the
  missed payments. This amount added to the principal balance is the
  reason why the total amount is higher then what it should’ve been.
   The
  customer was informed about why nothing has been going towards the principal.
  The missed/bounced payments have caused a backlog of interest accumulation.
  Added to that the daily interest and NSF fees. Until all of this is made up, it
  will take more time for the balance to go down.
  Regarding payment arrangements post-deferral, the customer has to inform when they are able to
  make up the payments; Alternatively,
  these will be adjusted when regular payments resume. Easyfinancial has answered
  to all of the customer’s querries.
  Should
  the customer have more questions, we advise them to reach out to our customer
  service line. Thank you!

• Initial Complaint

  Date:22/05/2025

  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.

  First of all, thanks for assisting me with another identical case.
  
  This Complaint is as follows:
  
  Company Name: Easy Financial
  
  Complaint: A settlement was requested from Easy Financial. It was offered at $2700, which I accepted. * ** ********* 3 emails that’s shows the settlement offered, a payment made and a last letter indicating one payment is left. To the best of my knowledge at that time the last due payment was approximately $300.
  
  Now I have been contacted by a new collection company stating I owe an amount of $7300 to Easy Financial. I told the agent calling this was a settled account over 4 years and I do not owe anything.
  However, they reported this account is in collections to *******. I’m sure in efforts to forcing me into paying the amount. But not only this, but to negatively impact my Credit Score, which it has done, at a very crucial time when I am desperately trying to rebuild for a future loan.
  
  The timing from this new collection agency is impeccable. It came just weeks after I was inquiring into my ******* File. I had told ******* that the Easy Financial account has been settled.
  
  Note: Since the last letter stating one payment left, I have had no contact from Easy Financial in over 4yrs.
  
  2 Note: My medical note describing I had suffered seizures and stroke I have attached was the basis for getting a settlement approved.
  
  2. The attached letter and emails are the only proof I have of what transpired. My bank account was compromised and a that account was closed and a new one opened.
  
  3. After last letter from Mr. * ****** re: one payment left, I suffered more seizures which made me very sick mentally and physically.
  
  4. The settlement time was still during COVID times. So the way files were sent, received and were modified.
  
  5. Though I had only one account, three shows up on *******
  
  I want my account to be closed and noted settled. The collection company to be notified remove from *******

  Business Response

  Date: 27/05/2025

  We acknowledge the approved settlement agreement that was sent to you on July 22, 2020. As per the terms of the agreement, the full settlement amount of $2,700.00 was to be paid in full by July 31, 2020.
  
  To date, we received a total payment of $2,373.00. Despite reminders sent on March 29, 2021, and April 23, 2021, the remaining balance of $327.00 was not paid in full.
  
  As the settlement agreement was not honored in full, your account has been referred to a third-party collections agency. The third party that contacted you has a valid claim, and Easy Financial no longer has any claim over your debt.
  Please continue to resolve this matter directly with the collections agency.

  Business Response

  Date: 13/06/2025

  As,  per our last communication I reiterate the following.  
  
  We acknowledge the approved settlement agreement that was sent to you on July 22, 2020. As per the terms of the agreement, the full settlement amount of $2,700.00 was to be paid in full by July 31, 2020.
  
  To date, we received a total payment of $2,373.00. Despite reminders sent on March 29, 2021, and April 23, 2021, the remaining balance of $327.00 was not paid in full.
  
  As the settlement agreement was not honored in full, your account has been referred to a third-party collections agency. The third party that contacted you has a valid claim, and Easy Financial no longer has any claim over your debt.
  Please continue to resolve this matter directly with the collections agency.
  
  

• Initial Complaint

  Date:20/05/2025

  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.

  On May 15th, 2025, I was debited twice from my account for a loan payment of over $300, the second of which has caused me to draw from my overdraft. Given this, I called in to head office, who directed me to speak with the branch, who again directed me to speak with the head office.
  
  They acknowledged on their end that I was charged twice, due to "a glitch" in their system which caused the payment to go through twice. I asked if a refund could take place at which point they said they would need to wait 3-4 business days to see the payment go through (on a long weekend to boot), and would only then be able to process a refund which would take an additional 3-5 business days. Their logic for this is that they need to ensure the funds actually did go through before initiating a refund, despite the fact that they very clearly did not uphold their end of the agreement that I signed stipulating one payment would go through on the 15th of each month.
  
  When calling into head office, I asked to speak with a manager which was declined, as apparently the person answering the phones is in fact the highest authority you can speak with.
  
  This is truly unacceptable customer service. Being able to harm someone's financial well-being with no regards as to resolving it in a prompt manner is borderline ********* It is unbelievable that they are willing to admit that they made the error, yet take no responsibility in making things right. The simplest thing they could have done is offer to refund the amount immediately and honestly, given the situation (and the ludicrous amount they are making off of interest rates), they should have also offered additional compensation to apologize.

  Business Response

  Date: 26/05/2025

  easyfinancial appreciates the customer's response to the review and is committed to resolving the matter promptly.
  
  Upon review, it was confirmed that the customer is entitled to a refund of $310.20 due to a system error that resulted in two payments being withdrawn on May 15, 2025.
  
  It has been acknowledged that a duplicate payment was withdrawn from the customer’s account, and easyfinancial takes full responsibility for addressing this issue. A refund ticket in the amount of $310.20 was submitted on May 23, 2025. The customer was informed that the refund process typically takes 1–3 business days, but it may take up to 5 business days to complete.
  
  It is understood that the customer contacted Head Office seeking clarification regarding the additional payment but was directed to the branch for further assistance. At that time, the agent assisting the customer was unaware of the error and mistakenly believed the payment was outstanding.
  
  easyfinancial is taking the necessary steps to ensure that employees are better equipped to recognize similar issues and are empowered to resolve them during the initial point of contact, improving first-call resolution.
  
  easyfinancial remains committed to correcting this error and welcomes the opportunity to address any further concerns.
  
  Thank you,
  Customer Service

• Initial Complaint

  Date:13/05/2025

  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.

  received loan from easyfinancial 2019, for $2000,,i have bank statement showing total $6317 paid to easyfinancial,,in 12 month period, easyfinancial says i still owe on a $3627,,,,they owe me $2389 for over charging on my easyfinancial loan.

  Business Response

  Date: 15/05/2025

  Hello,
  
  Please note that your account was assigned to a third-party agency, ******* ******** ********, on May 9, 2021. Once an account is transferred to a third party, Easy Financial will continue to appear on your credit report for up to seven years.
  
  Our records show your last payment was made on January 8, 2021. Shortly after, we were notified that your account had been closed by your banking institution. We attempted to contact you for 90 days following this notice to resolve the matter, but unfortunately, we did not receive any correspondence from you during that time to make payment arrangements on the loan.
  
  If you have since resolved this debt with the third-party agency, please reach out to them directly regarding any credit reporting updates or disputes, as we no longer have access to your loan account.
  
  If you have any further questions, feel free to contact us at 1-*************
  
  Kind regards, 
  
  

  Customer Answer

  Date: 15/05/2025

  
  
  Complaint: ********
  I have bank statements showing geasy was paid $6317, goeasy owes me $2357, i will be glad to bring into their office and show proof, set time day,,i be there to collect my money,,,theres over 40-50 pages showing payments statement for each month, i dont owe a penny to goeasy, they owe me ,,,possibility of law suit is also pending, if my overcharged account with goeasy ist rectified very soon.

  Business Response

  Date: 19/05/2025

  
  Please note that you have completed three loans with Easy Financial under loan numbers *******, *******, and ********.
  Unfortunately, any banking information associated with these loans—covering the period from 01/08/2019 to 31/01/2021—will not be considered, as it is unrelated to the loan that was written off under loan number ********.
  
  Loans *******, *******, and ******** are all closed and in good standing.
  Loan ********, funded on 18/07/2020, had an original amount of $3,100.00 and is the only loan that fell into bad standing and was subsequently transferred to a third-party collections agency.
  
  Out of 18 attempted payments, only 4 were successfully completed. The remaining payments were returned due to NSF (non-sufficient funds), payment stops, or recalls. The last full payment we received was on 30/11/2020.
  
  As communicated previously, your account is now with ******* ******** ********, and they can be reached at 1-************. We no longer have any authority over this loan, and any disputes must be addressed directly with ******* ******** ********.