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

• 

  Easyfinancial Services

  106 3000 Louie Dr Westbank, BC V4T 3E2

  
• 

  goeasy Ltd

  10789 King George Hwy Surrey, BC V3T 2X6

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:11/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 14/04/2023

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

• Initial Complaint

  Date:06/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 14/04/2023

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

• Initial Complaint

  Date:21/03/2023

  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.

  ****** financial/easyfinancial checked my credit without consent after an online/text application. ******* ** **** *********** *********

  Business Response

  Date: 31/03/2023

  Easyfinancial would like to take the time and respond to this complaint. A member of our resolutions team was able to discuss this with the customer and come up with a resolution. If she has any other problems she can call the resolutions team at 1-************. 

  Customer Answer

  Date: 31/03/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, although it does not undo the damage caused, it is the best solution the company is able to offer in these circumstances. 
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:21/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a loan with Easy financial for a few years now. Recently i have been out of work for four months, and they continued to charge me my monthly payments. I have no insurance due to waiving it as the charges for insurance were very high. They have promised me a waive over past due payments multiple times from multiple csr’s. Every time I talk to someone, Its a new person who asks the same questions and knows nothing about the situation I was in. They have created multiple NSFs on my bank account, and on their end as well i am being charged nsfs when the payments dont go through, which has costed me hundreds of dollars through my acvount, and they have my nsfs at over a thousand on their end. Which Over time has almost costed a closure on my account multiple times as well. During my 4 months off due to mental issues, I had no monies coming in, I couldn't get any funding. After awhile they did try to help by lowering the interest rate. Which was fine , but they still started to pull money once again even though i said i wouldnt be back to work til just recently. So I’am asking for help with the situation now. I will have first paycheque on the 22nd. I am working with them, but the fact that they have continued to try and take payments while they know very well I haven't been working seems unfair. It seems that they need to do some work on their end to help people in this situation since they seem to not have any protocols in place when these things happen. I know im not the only one that has went through this with this company. There are millions out there who are in this situation. Maybe they should get rid of the option to waive insurance, or make the charge more manageable somehow. Please help. *** ********* ******** ** * ******* ** ******* **** ** * ********** ********* ** ***** * *** *** ***** 

  Business Response

  Date: 01/04/2023

  easyfinancial takes swift action when it comes to our customers in need of support with their personal loans and the contracted obligated payments that our customers may be finding difficult to uphold in a difficult moment of time for them. We can understand customers presented financial difficulty at times of needed support as we have many collections tools to provide our customers with possible payment assistance options. Would like to thank the customer for bringing their payment issues to our attention.   
  
  With a review of the customer loan account notes by our Resolution Team it appears that the customer has been receiving support since an agreed and signed new Adjustment of Terms document with the purpose of lowering the customer’s interest from 46.96% to a temporary rate of 29.99%, an extension of the loan term, and give them a fresh start with the incorporation of the past due fees. Before the acceptance of the contract changes and then following afterward, multiple contact attempts were made by phone, text, and email either to notify that the customer had missed payments or in the most current case, the customer did not make their new agreed-on first payment (after the AOT was done) on February 13, 2023. Continued contact attempts persisted up until March 7, 2023, when the customer informed easyfinancial staff that they had not returned to work yet as their supplied supporting documents stated they could as of February 6, 2023, and during the AOT process acknowledged they could continue with their next required payment on February 13, 2023, in the amount of $73.56 bi-weekly. 
  
  To comment on the customer’s statements of holding the account while on a mental leave of absence, unfortunately, we cannot accommodate such requests on our system, but with earlier given notice our specialized team would find the best method in supporting the customer’s need as was finally accomplished with an AOT when the customer was ready and felt comfortable again to work with us on their past due account. We are sorry that the customer’s exact wishes given here could not be fully actioned but by working with our collection department they were offered a workable solution. If the customer requires additional support before the time of their temporary interest rate expiry on July 31, 2023 (as stated on the customers given copy of the AOT document), all they need to do is let us know and we can refocus again on perhaps a more permanent measure to be discussed and arranged closer to that date.   
  
  Since the submission of the customer’s BBB compliant comments received by our organization on March 23, 2023, the customer was in communication with the easyfinancial collections team on March 20, 2023, and informed staff that their first pay cheque was not to be received until March 22, 2023, and that they could not do three full makeup payments in a row. They were advised that they could make partial payments for the time being to allow the account to show intent to pay. The customer agreed and had since provided three payments of $40.00 all sent on March 23, 2023, and looks to be continuing to work with their collection agent representatives to get the account payments back to the current date. With that said the customer has already requested that their loan payment date line up with their new work payment schedule and has signed a Loan Modification Form to give easyfinancial authority to make the desired changes to their account with their consent. The customer’s pre-authorized banking has also been turned on since the LMF document was processed for continued withdrawals of payment on the customer’s scheduled agreed payment due dates. 
  
  Finally, as it pertains to the loan insurance plan, all service products are optional to take at the time of signing the loan agreement and it is up to the client to accept it with its required payment structure or decided to opt out as the product is not mandatory to get a loan, which the customer indicated to not want the program at the time of the closing of their loan contract. The insurance program is a wonderful product that can be used during times of need with a submission of a claims report with our partners at ********, but the product must be on the loan at the time of the given customer incident. 
  
  We recommend that the customer continue their conversations with our in-house collections team at 1-************ and to please advise them of any upcoming financial difficulties as our goal is to help get the customer back on their feet and on the right track again. 
  
  

• Initial Complaint

  Date:16/03/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 25/03/2023

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

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

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

  Customer Answer

  Date: 25/03/2023

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

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

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

  Business Response

  Date: 30/03/2023

   

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

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

• Initial Complaint

  Date:08/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 18/03/2023

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

• Initial Complaint

  Date:03/03/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 16/03/2023

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

  Customer Answer

  Date: 16/03/2023

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

• Initial Complaint

  Date:27/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 09/03/2023

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

• Initial Complaint

  Date:07/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 17/02/2023

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

• Initial Complaint

  Date:02/02/2023

  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.

  Dealt with Easy Financial in the past and that arrangement was complete. I enquired out of curiousity about another loan to continue to build credit in early November 2022 and have been persistently harnessed by their staff after bluntly specifying I am not interested in this offer at all. They stopped calling for a while but since the beginning of January 2023 they began calling me again. I have attached a call log history showing all the times they've called me since today (January 31st, 2023). The white coloured calls are ones that I answered and specifically stated I am not interested and to mark down on my file not to be called because I am not interested in the offer. After speaking to 3/4 different individuals to which I clearly stated my claim. One gentleman even called me and stated that "he sees the note not to call me but the offer ends soon" to which I just hung up because I cannot sit around and entertain this any longer. They've also now began emailing me with this offer now.
  
  I would like no further contact with this business as their staff seem clouded by commissions and not trained properly to follow simple instruction.
  
  In all aspects of life when someone specifically says no it means no - it's as simple as that.

  Business Response

  Date: 13/02/2023

  Easyfinancial would like to take time and address this
  recent complaint. A member of our resolutions team has investigated. It appears
  the customer had previous loans with us and had a pre-qualified offer on his
  account. As the customer does not want to be contacted any more, we have marked
  the file as Do No Solicit and removed his contact information. If the customer
  would like to discuss this further with the resolutions team, please call them
  at 1-888-502-3279.

  Customer Answer

  Date: 13/02/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. Aside from them neglecting to acknowledge I reject this offer multiple times constantly ********* me and that a representative from their business called me stating he saw a note on my file "not to contact" but did anyway. I accept the resolution to this matter. 
  
  
  
  Sincerely,
  
  
  
  ***** *