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

  30 3115 26 Ave N Lethbridge, AB T1H 5P4

• 

  goeasy Ltd

  3508 32 Ave NE Unit 351 Calgary, AB T1Y 6J2

• 

  goeasy Ltd

  45 4307 130 Ave SE Calgary, AB T2Z 3V8

• 

  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:23/11/2022

  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.

  Back in 2019 I had taken a loan with EasyFinancial. After some time I lost my job and was then hospitalized for almost 8 months. As a result this file was escalated to a collection agency.
  
  To make a long story short the amount owing was settled and paid to the agency in October 2021. Usually, this leads to the creditor closing the file. After verifications and consulting with the collection agency, they confirmed that all documents were sent to EasyFinancial also known as GoEasy in that regard back in October 2021. Surprisingly, my account remains open at EasyFinancial. I have followed up with them for several months now in effort to have them close my account on their end, although this is proving to be extremely challenging. Until today, the file remains open despite the fact that I have in addition to the agency documents also sent all supporting documents in that regard. Both the agency and myself are duplicating efforts to resolve this matter which is ongoing for over a year now.
  
  The only thing EasyFinancial can tell me is that they are pending a response from their head office. When I contact the head office they tell me to reach out to the branch and there is nothing they can do for me.
  
  I would like to close my file with EasyFinancial. Evidently dealing with either the branch or the head office seems to lead to no resolution. So I decided to file a complaint here. **** ** ********* ********. Please close my account.

  Business Response

  Date: 02/12/2022

  To address the customers
  concerns, we have reviewed the recorded calls between the customer and the
  customer service centre. We can confirm that the customer was given conflicting
  information, and the staff have been made aware of the proper procedure when handling
  these types of requests. We thank the customer for bringing this situation to
  our attention so we could address with further training.
  When our debt is sold,
  our tradeline will update as bad debt write off with a zero balance and then our
  relationship with the customer ends. Collecting the debt would then be the
  responsibility of the 3rd party agency, in this case, *****
  collections on behalf of ***.
  A separate collection
  item will appear near the bottom of the credit report, referencing the debt
  collection company and the amount of the debt. Once paid, the collection agency
  will update their portion of the credit bureau. Our trade line will remain
  posted as a written -off bad debt. It would not be reported as paid because the
  customer did not pay easyfinancial.
  *** would not be
  responsible for sharing the outcome of the debt collection with our office and
  are not responsible for updating our tradeline. We apologize that the customer
  was given incorrect information and are interested in connecting with the
  customer to provide the correct information.
  To continue the
  conversation and resolve the issue, we do need to speak to the customer to
  gather more information regarding the customers view of their credit report, we
  understand that the customer had submitted a screen shot of our trade line, however
  this picture was cropped, and the information needed has been cut out.
   A member of our resolutions team has attempted
  to speak to the customer, however at this time we have not been able to
  connect. We ask that the customer please reach out to us for
  further support. 

  Customer Answer

  Date: 09/12/2022

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

  The information provided to Go Easy which was cropped is in fact all the information available. There is no other information at the credit bureau about this account other than what was cropped and provided here. This is extracted from my ********** report and looks the same every week despite the fact that the account was settled over a year ago.
  

  Moreover, the question at hand here is why my account remains “Open” even though this was paid to the Collection Agency? Also when you say sold and written off as bad debt, clearly this does not reflect on my credit report since the account remains open. 

  I haven’t received a call as mentioned in the response and also was not left with a number to reach someone in the previous response which would have been helpful.  

  I would appreciate if you would close my account. I no longer want an active account with Go Easy. 

  Thank you

  ***** *****

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

  Business Response

  Date: 23/12/2022

  Easyfinancial would like to respond to the customers
  concerns and provide an answer to the request to update the credit file.

  Once again, we agree with the customer that the debt was
  paid to a 3rd party. The 3rd party is not a collection
  agency acting on behalf of easyfinancial. The money paid was in favour of the
  collection agency, this agency would update their collection item reported on
  the credit bureau. The agency is not responsible to communicate with easyfinancial
  regarding the debt, or update our tradeline in respect to the loan as it now
  belongs solely to the 3rd party agency.

  We can confirm on September 15th, 2022, the
  customer called our customer care team to dispute the information on his credit
  file, the agent sent a ticket to confirm the debt is reported properly, and the customer was instructed to open a dispute with **********. We understand the customer has been in contact with our
  resolutions team, where he advised that he did open a dispute with the credit
  reporting agency and then provided easyfinancial with screen shot of his
  dispute with **********.  On October 29th,
  2022, ********** confirmed the debt is being reported correctly and they have
  closed their investigation.   

  We can understand the customers frustration and
  misunderstanding of how debt is sold, and subsequently reports, however the
  credit reporting agency has concluded this debt is reporting correctly with the customer directly.  There
  is no further action easyfinancial can provide to this situation.

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

  Customer Answer

  Date: 27/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  This seems like unethical practice, a company not acting in good faith, claiming to have sold an account to a 3rd party agency and keeping their customers file open against their wishes. 
  

  By this business practice and conduct, this would mean my account would be open forever. If the account was sold then why is the account remaining open? If the intention is to harm the customer’s credit score then they have succeeded. While this debt was settled over a year ago and continuing to be diligent about making payment on time to improve my credit GoEasy is the only company applying harmful business conduct. 
  

  It is a simple request to close my account as I no longer owe any money to GoEasy nor do I ever want to do business with this lending company. 
  

  Once again, kindly close my account.

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

• Initial Complaint

  Date:23/11/2022

  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 am refinancing my first mortgage, as a result, my mortgage company needs to pay off the 2nd mortgage that I have with Easyfinancial however even after my lawyer submitted the forms Easyfinancial requested to get the payout they have still not provided the payout statement. My mortgage closing date has now passed and my mortgage is in limbo, I am locked financially and cannot move forward... Basically on paper I'm now homeless until this is resolved...
  
  The local branch has advised me that they submitted all the documentation to head office however they have not heard back anything. we are now being given the run around.

  Business Response

  Date: 24/11/2022

  Easyfinancial would like to address this recent complaint. A
  member of our resolutions team has investigated. On November 16th the payout statement was generated. The branch does not create statements when
  a customer requests to pay out a secured loan. They have to request one as
  there are extra fees calculated when paying this out. This then gets sent to
  the branch and customer when completed. As of November 21st, the
  customer’s loan has now been paid out. If the customer would like to discuss
  this process more with us, they can contact our resolutions team at 1-************. 

  Customer Answer

  Date: 24/11/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, since the complaint was filed the payout was obtained. It was received after the mortgage closing deadline and the company also processed a payment after the payout was received. Contact has been made, they will reimburse the payment and close the file.  
  

  This matter is now resolved. 

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

• Initial Complaint

  Date:09/11/2022

  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 made a huge mistake and took a loan from easyfinancial at almost 47% interest. Though I was consistently making $314.82 payments every month, my loan was never going down. Thankfully my parents decided to step in and help me. A hard lesson learned. On 09/09/22 my mom and I went into easy financial at the Nanaimo branch location to get the pay out balance printed and emailed to us so that we would have proof of the exact amount owing. She also asked how we can be sure that the account will be closed and the teller told us that we just need to pay off the balance owing that's it. I had my "last" automatic payment of $314.82 come out the day before we went in on 09/08/22. The payout amount provided to us was $4825.45 on 09/09/22 with instructions on how to make a payment through etransfer. My mom's bank only allows her to etransfer a small amount each day so she paid them $2415.00 that same day on 09/09/22 and the final amount $2417.00 on 09/10/22 the next day through ***** ******* ******* etransfer. The amount she paid equals $4832.00. My mom had added an extra $8.00 because they charge me $8.00 a day in interest also keep in mind that my last automatic payment was made the day before our payout balance was issued..meaning that WE actually should have recieved a small overpaid balance back from them. Well.. yesterday evening while reviewing my banking information I noticed that yesterday nov 8/22 easyfinancial withdrew another $314.82! Then looking back further I can also see that they had withdrawn another $314.82 from my account back on October 7th as well! I went online and logged into the old easyfinancial account and to my shock it shows that my loan is only 68% paid!! and I still owe them $1980.10!! I have NOT recieved any additional loan from them since paying them off in September 2022! Please help us to retrieve the money that they stole from my account and close out the account permanently! I also do not want them contacting me. Thank you so much.
  ****** *

  Business Response

  Date: 18/11/2022

  Thank you for taking the time to reach out to us here at easyfinancial. In this circumstance, the customer reached out to her local branch to inquire about her balance with intention of paying out her loan. Once provided the balance the customer made 2 separate payments via e-transfer. One was for $2,415.00 on September 10th and another for $2,417.00 on September 12th. Due to a clerical error, only one payment was received and applied to the loan leaving her account open. After a thorough investigation and speaking with the customer we have been able to locate the payment and paid the loan in full. We apologize for the delay and any inconvenience we may have caused. The customer should expect to receive a refund for the two payments that were withdrawn from her account. Once the funds are sent it will take 1-3 business days to be deposited into her bank. If there are any more comments, questions, or concerns please don't hesitate to contact us at 1 *** *** *****

  Customer Answer

  Date: 18/11/2022

  
  
  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:03/11/2022

  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 have contacted this office a few times, most of the women have been helpful but I found one to be very unprofessional. Now I have contacted the office a few times just today trying to pay off my loan in full and they are more concerned with me calling my bank and upping my debit amount instead of actually helping me do it the way I want to. I am being charged over 10.00 a day to have this loan. So the longer this takes the more I am stuck paying. I’m assuming they make more if I don’t pay early. Attached are copies of me trying to get my account information to pay through my bank like I would any bill payment. And still no answer on how to do this or any nam signed to the email so I could file a complaint with the name. I don’t think I should have to pay for the extra days when paying through my bank account. We should be able to call with a reference number so all interests is stopped and I also shouldn’t be charged because the staff isn’t giving me the information on the same day I asked for it. So frustrating. I will never get a loan through this company again. And I am a good customer. This is the second loan I have gotten and paid off early.
  Never again.

  Business Response

  Date: 16/11/2022

  Thank you for contacting easyfinancial and informing us about the experience you had with our company. We review each customer’s feedback and always encourage customers to leave honest reviews of our services. We are sorry to hear that you had a negative experience and apologize for the delays and any inconvenience we may have caused. Since the time of this posting, a Resolution agent has been able to speak with the customer and address her concerns. We can confirm that easyfinancial received a payment on November 1st, 2022 which paid out the loan in full. At this time there is no further financial obligation for the customer. Easyfinancial has sent the customer a payout confirmation letter and wishes her all the best. If there are any more questions, comments, or concerns please contact us at 1 *** *** **** Monday to Friday 8 AM- 8 PM.

  Customer Answer

  Date: 16/11/2022

  
  
  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:03/11/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 28, 2022 I decided to pay out my balance of $539.24 owing to Easy Financial. I made a cash advance on my Line of credit from **********. I did a bill payment from my ****** account. Easy Financial claims they never received. Today ********** informed me they can prove bill payment was accepted as the authorization # is ****** and the Ref #confirming acceptance is ***********************.
  I have sent Easy Financial, screen shots of the bill payment and also of my statement showing my payment. They deny receiving any payment.
  I would appreciate some assistance in getting my money back as I paid them out in July as I was told I would get reimbursed once they found initial payment.

  Business Response

  Date: 08/11/2022

  easyfinancial appreciated all feedback from our customers and will do its very best to support them when personal loan account issues arise. The complainant has been contacted by the easyfinancial Resolution Team with the customer confirming during a phone call that they had received the requested refund successfully which was deposited into their bank account the following day after submitting their BBB comment, as they had already started an initial review with the customer care team. An incorrect loan number was used by the customer when the remaining payout payment was made by them, thus the funds were in a state of limbo until they were located, followed by a refund payment request being processed and sent. The client has considered this situation closed with no further action required at this time. We apologize for any inconvenience the delayed wait for answers may have caused during our investigation. 

  Customer Answer

  Date: 08/11/2022

  
  
  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:03/11/2022

  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 paid my account in full in August of 2022. I overpaid by $350 (approx.) and have never received my overpayment/refund. I had called their customer service in September/October asking about my refund and never received an answer. I called again late October and was told an auto deposit of my refund could happen. October 29th I called again, but no one had "responded to the email request" made by one of the agents and no supervisor works on the weekends. I called this morning and was met with the supervisor telling the agent that "they get 100s of emails a day, they will have to wait until I read it". I asked to speak to a supervisor but they "don't take calls". I just want my refund and I don't think it should take this long to process. If I were to miss a payment or something similar, the circumstances of them getting their money would be different. How is it I have to come to the BBB to complain for my refund?

  Business Response

  Date: 04/11/2022

  Thank you for bringing this matter to our attention. Easyfinancial can confirm the customer paid out his account loan on August 8th in the amount of $11,089.00. This left the account overpaid and the customer was owed a refund. Easyfinancial takes full responsibility and we apologize for the delay in refunding the customer. We can confirm as of November 3rd, 2022 we have sent a refund of $356.66. The customer can expect to receive the funds in 1-3 business days. Please accept our apology for any inconvenience we may have caused. If there are any other further questions or concerns please call us at 1 *** *** ****.

• Initial Complaint

  Date:31/10/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Agent **** to sell me creditoptimizer. I was told at the time by the agent their finance department said my credit score was 550, THEIR creditoptimizer shows my credit score is 750 and I have sincere doubt it went up 200 points in 2 weeks. ********** ********.

  Business Response

  Date: 07/11/2022

  Easyfinancial would like to address this complaint. A member
  of our resolutions team has investigated the application and tried to reach out
  to the customer. On the application, there is a risk score. The risk score on
  the application for this customer was 556. This is what the agent was referring
  to. A credit risk score is not the same thing as an actual credit score. If they are not happy with the optional Credit Optimizer product, it can be canceled at any
  time by calling your branch or our customer service team. If the customer would
  like to discuss this further, she can call the resolutions team back at 1-************ 

• Initial Complaint

  Date:27/10/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In sept 2021 i did a loan top up it came to 7000 in july 2022 they refinanced because i got 6 deferrals and i was paying by weekly so when they refinanced now i pay 518 once a month and now my loan is 8000 but i didn't get anymore money they added the deferrals does that sound right?

  Business Response

  Date: 01/11/2022

  We understand the
  customer was able to speak to a member of our resolutions team to help better
  understand the customers concerns.

  The customer had explained that she called to understand
  why the balance on the loan was higher than the principal balance at the time
  of the refinanced loan, unfortunately the customer felt that her question was
  not answered to her satisfaction and was left without understanding the cost of
  borrowing and how a skipped/missed payment will affect the overall balance.

  Our conversation with
  the customer included a breakdown of the impact on the loan balance if a
  payment is skipped or missed and not made up in a timely manner. The customer was educated on the
  cost of borrowing, the difference in principal balance and the loan balance which
  includes any fees and interest owing as per the contract. The customer was
  given options to pay the loan faster and lessen the impact of interest
  accumulating on the loan.
  We thank the customer
  for bringing this to our attention, and allowing us a chance to identify and
  address gaps in training to further our pursuit of providing a
  great customer service experience. 

• Initial Complaint

  Date:18/10/2022

  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 Wednesday October 12th, 2022, I applied using the online portal for informational purposes about their loans; I did not have any intentions of utilizing their services. Since the website claimed that:
  
  "No, applying for an easyfinancial loan will not affect your credit score. We can approve you based on a soft credit inquiry which allows you to see how much you qualify for before deciding to proceed with the final steps of your loan application. Only when you decide to finalize your loan, will we need to pull your full credit report which is known as a hard inquiry.",
  
  I assumed that this would indicate a soft credit inquiry. I have become aware that the business has conducted a hard credit inquiry on my ********** account without my express authorization. As I did not authorize the credit inquiry, and emailed the local branch (****** *****) indicating that I was not interested in their services nor would I be proceeding with finalizing any loans, I do not believe it was proper for them to have made a hard credit inquiry. **** *********** ** * ***** ********* ****** *** having a hard credit inquiry from such a business is a blemish that guarantees any financial institution will not do business with me for a prolonged period of time. Again, I reiterate that I had only applied with their portal for informational purposes to see what kind of ********* lending they were doing. As per the business's own advertising, since I did not proceed with the final steps of the loan application and did not finalize any loans, there is no authorization for a hard credit inquiry and I request amendment to my credit report. I do intend to address this to the fullest extent, including legal action.

  Business Response

  Date: 28/10/2022

  We can appreciate that a potential customer would be curious
  and have questions about our business and a desire to be informed before making
  a buying decision. Our website, customer care centre and branch staff are well
  equipped to have this conversation and to answer any questions a consumer may
  have. Completing an application online is only one step of the process, we
  encourage consumers to research our services on the several platforms we make available
  to do so. We are happy to have a conversation and help the consumer to make the
  best lending decision.
  As part of the WEB application process, a soft inquiry is
  advertised, if the applicant chooses to continue with the application, the
  customer is then presented with terms and conditions to agree to a hard inquiry.
  We would like to add that the applicant has applied in the
  past, however each time the applicant spoke to a representative they decided to
  withdraw the application on the following dates,
  September 20th, 2016, WEB application
  July 5th, 2022, Through ****** ******, via phone
  call.
  October 12, 2022, WEB application
  The most recent application from October 12th,
  2022, continued beyond the hard check, the applicant proceeded by supplying
  banking statements to continue through the process and further validate income.
  Which implies interest, the staff would be prompted to reach out to the
  applicant to continue the application with the staff.
  We would like to remind the applicant that we are obligated
  to report accurate information to the credit bureau, as it will affect the
  score overall, we suggest the applicant reach out to a potential lender to discuss
  further before completing an online application to avoid unnecessary hard inquiries
  on their credit bureau profile and to reach out to ********** customer care to
  help understand how an inquiry can affect one’s future ability to obtain
  credit.
  All documents supporting our position have been uploaded for review. 

  Business Response

  Date: 28/10/2022

  We can appreciate that a potential customer would be curious
  and have questions about our business and a desire to be informed before making
  a buying decision. Our website, customer care centre and branch staff are well
  equipped to have this conversation and to answer any questions a consumer may
  have. Completing an application online is only one step of the process, we
  encourage consumers to research our services on the several platforms we make available
  to do so. We are happy to have a conversation and help the consumer to make the
  best lending decision.
  As part of the WEB application process, a soft inquiry is
  advertised, if the applicant chooses to continue with the application, the
  customer is then presented with terms and conditions to agree to a hard inquiry.
  We would like to add that the applicant has applied in the
  past, however each time the applicant spoke to a representative they decided to
  withdraw the application on the following dates,
  September 20th, 2016, WEB application
  July 5th, 2022, Through ****** ******, via phone
  call.
  October 12, 2022, WEB application
  The most recent application from October 12th,
  2022, continued beyond the hard check, the applicant proceeded by supplying
  banking statements to continue through the process and further validate income.
  Which implies interest, the staff would be prompted to reach out to the
  applicant to continue the application with the staff.
  We would like to remind the applicant that we are obligated
  to report accurate information to the credit bureau, as it will affect the
  score overall, we suggest the applicant reach out to a potential lender to discuss
  further before completing an online application to avoid unnecessary hard inquiries
  on their credit bureau profile and to reach out to ********** customer care to
  help understand how an inquiry can affect one’s future ability to obtain
  credit.
  All documents supporting our position have been uploaded for review. 

  Customer Answer

  Date: 28/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The customer appreciates that the business has purported that the "uploading of bank statements" indicates that the customer intends to "finalize" their loan, but the page which asks for the customer's banking information is advertised to the customer in a misleading way which appears to only be required as an additional form of identity verification (especially considering that a business cannot legally require a customer to provide their SIN). I again reiterate that the business's website indicates that a hard inquiry would only be required upon the customer's indication of interest to proceed with the loan. By common sense judgement, one would believe that this would entail that a customer had been provided with the particulars of a loan (i.e. term, interest rate, monthly installments) prior to the completion of an application. In addition to this, the customer was requested by the business's web application portal to receive a callback from one of its agents. This indicates to me that the loan had not been in a finalized state and the customer myself, had not been provided with any details of preapproval or the terms of any prospective loan. As such, a hard credit inquiry would have been inappropriate per the circumstances mentioned above. No customer could be reasonably expected to have proceeded with the finalization of a loan without first having been provided with the terms of the loan beforehand. In anticipation of the business's argument that this process would have been completed upon contact with a representative, at which point the hard credit inquiry could have been completed had I been reached by an agent. At no point did the customer provide consent to a hard credit inquiry. The business also indicates, and emphasizes rather strongly, that applying "won't affect your credit score". This can be reasonably interpreted as a sign that the business can provide a customer with the particulars of a loan with the completion of a soft credit inquiry. The customer appreciates that the business has an obligation to peform accurate credit reporting, but at no time did the customer authorize nor was aware that a hard inquiry would be performed. The customer also would like to indicate to the business that the previous history dating back to 2016, of contact with the business, whether it resulted in a business relationship or services provided, is not relevant to the particulars of this case.

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

  Customer Answer

  Date: 28/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The customer appreciates that the business has purported that the "uploading of bank statements" indicates that the customer intends to "finalize" their loan, but the page which asks for the customer's banking information is advertised to the customer in a misleading way which appears to only be required as an additional form of identity verification (especially considering that a business cannot legally require a customer to provide their SIN). I again reiterate that the business's website indicates that a hard inquiry would only be required upon the customer's indication of interest to proceed with the loan. By common sense judgement, one would believe that this would entail that a customer had been provided with the particulars of a loan (i.e. term, interest rate, monthly installments) prior to the completion of an application. In addition to this, the customer was requested by the business's web application portal to receive a callback from one of its agents. This indicates to me that the loan had not been in a finalized state and the customer myself, had not been provided with any details of preapproval or the terms of any prospective loan. As such, a hard credit inquiry would have been inappropriate per the circumstances mentioned above. No customer could be reasonably expected to have proceeded with the finalization of a loan without first having been provided with the terms of the loan beforehand. In anticipation of the business's argument that this process would have been completed upon contact with a representative, at which point the hard credit inquiry could have been completed had I been reached by an agent. At no point did the customer provide consent to a hard credit inquiry. The business also indicates, and emphasizes rather strongly, that applying "won't affect your credit score". This can be reasonably interpreted as a sign that the business can provide a customer with the particulars of a loan with the completion of a soft credit inquiry. The customer appreciates that the business has an obligation to peform accurate credit reporting, but at no time did the customer authorize nor was aware that a hard inquiry would be performed. The customer also would like to indicate to the business that the previous history dating back to 2016, of contact with the business, whether it resulted in a business relationship or services provided, is not relevant to the particulars of this case.

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

  Business Response

  Date: 13/11/2022

  We understand that a member of
  the resolutions team has attempted to reach the applicant to further understand
  the complaint, and to offer help and guidance regarding the loan application
  process. Unfortunately, the applicant has not returned our calls and we were
  unable to speak further.
  We are sorry that we were
  unable to connect with the consumer to better help with the situation by
  addressing any assumptions or misinterpretations and as a customer service gesture
  we have put in a request to remove the inquiry from the credit reporting agency
  and stress that in the future the consumer please reach out to our friendly
  staff to answer any questions regarding application process. We are available via
  chat, email, phone, or in person.
  Removing an inquiry may take
  the credit reporting agency up to 30 days to action our request, to expedite
  the matter the consumer has the option of filing a dispute with ********** via
  their website.
  Thank you, 

  Business Response

  Date: 13/11/2022

  We understand that a member of
  the resolutions team has attempted to reach the applicant to further understand
  the complaint, and to offer help and guidance regarding the loan application
  process. Unfortunately, the applicant has not returned our calls and we were
  unable to speak further.
  We are sorry that we were
  unable to connect with the consumer to better help with the situation by
  addressing any assumptions or misinterpretations and as a customer service gesture
  we have put in a request to remove the inquiry from the credit reporting agency
  and stress that in the future the consumer please reach out to our friendly
  staff to answer any questions regarding application process. We are available via
  chat, email, phone, or in person.
  Removing an inquiry may take
  the credit reporting agency up to 30 days to action our request, to expedite
  the matter the consumer has the option of filing a dispute with ********** via
  their website.
  Thank you, 

• Initial Complaint

  Date:18/10/2022

  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.

  My common-law partner, ***** ******** had a loan with Easy Financial. ***** died June 1st 2022 and the loan was paid out by ********* Insurance. Easy Financial continued taking payments in the amount of $1863.86 from my account.
  I have been trying to get this money back since Sept 6 with no luck. Each time I phone I get a different person and different excuses. I just want my money back in my account. I was never on the loan and the money they took was unauthorized. P***** help, they are ruining my credit due to NSF on my other bills due to them taking this money.

  Business Response

  Date: 31/10/2022

  Easyfinancial would like to take the time to respond to this
  complaint. A member of our resolutions team has investigated and reached out to
  ******* and spoke with her on the phone. This member confirmed that the refund
  was sent and processed on October 21st, 2022 and that ******* did
  receive the funds. If the customer would like to discuss this further, she can
  contact the Resolutions Department at 1-888-502-3279.

  Customer Answer

  Date: 31/10/2022

  
  
  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,
  
  
  
  ******* *****