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:02/01/2024

  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 out a loan with Easy financial May in 2022 and I decided to renew my loan in June 2023 as I needed extra funds. However, due to a recent separation , there’s been a decrease in household income and I can’t afford to continue paying my loan with the company anymore. I filed a consumer proposal, however Easy Financial has continued to withdraw funds from my account, which has resulted in NSF fees, and have been calling me a ridiculous amount of times. At one point, they called me 9 times back to back nonstop. Once a consumer proposal has been filed and creditors have been notified, you receive what is called a legal stay of proceedings. This stay provides you with immediate protection from further creditor actions. it’s illegal to contact the person and all collection activities must be stopped, it’s the law. I wish for them stop trying to withdraw payments from my account and to stop calling me. Account number is ********

  Business Response

  Date: 05/01/2024

  We appreciate the opportunity to address the concerns raised by the customer regarding their experience with our company. We extend our sympathy for the customer's situation and any inconvenience caused by the delay in receiving the necessary information to process the creditors' package related to their consumer proposal.
  
  To provide context and clarity, we would like to outline the timeline of events:
  
  December 22, 2023:
  Upon understanding the customer's request during our communication with them, our staff promptly initiated a hold on the account. This precautionary measure was implemented to allow adequate time to receive the required information from the trustee's office. We recognize the importance of responsiveness to customer requests and implemented this hold in accordance with our internal procedures.
  
  December 31, 2023:
  Regrettably, the creditors' package related to the consumer proposal was not received by our office until December 31, 2023. We understand the significance of this delay and acknowledge that it may have contributed to continued collections attempts in that time frame. 
  
  It is important to note that our standard practice aligns with industry regulations, and we diligently follow the requirements regarding consumer proposals. In the absence of the necessary information, our procedures involve continuing collection efforts as per the expectations outlined in our agreements with customers.
  
  We can confirm once the creditors package was received from the Trustee,  the file was actioned accordingly. 

  Customer Answer

  Date: 05/01/2024

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

• Initial Complaint

  Date:02/01/2024

  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.

  *** ** ** ****** **** ** * **** ************ ******* ** *** **** they consistantly practice ******* activities and i have every intention of taking this as far as i can to resolve this and hopefully make a difference for other vulnerable people going thru difficult times and not get involved in such a ******* company to make things even worse for them.
  
  Went thru some hard times had to get another loan from ez with much regret.
  long story short is that i could fill this form with complaints of them using there what seems disorganization to there advantage but i had nmade arrangments with them to pay off loan to stop the beyond outragious interest and ******* charges in the amount of around 7800.00 with the supposed balance of approx. 8200.00. i explained i was pulling equity from my house which is a slow process and updated them consistantly. origanily the lender just need a dollar amount but just before the lender was sending my lawyer the papers to sign they now wanted a statement. I then spent alot of time calling so many different numbers and alot of emails just to be told they could not provide me with a statement because it had gone to collections? that was approx. dec2nd unable to getr a statement or a name of the collection company being told its been 90 days since a payment and no way of getting any info i checked ******* and they report a payment in oct? funds got held up and almost cancelled but now theres a significant hold back . its now end of december stilll no info after i spent days trying to get a simple amount even had the lawyers office and a rep from consumer credit contact them? So this cant be right greasy way of charging more interest and charges that i have no othe roption to pay yet im here still with the funds to try getting this out of my life and repair there what cant be legal activities.
  all i got is the balance owing of 8660.00 from ******* why cant i just pay it! went to great lengths to get this corruption out of my life but they re

  Business Response

  Date: 04/01/2024

  easyfinancial wishes to thank the customer for sharing their recent experience and their frustrations in attempting to payout the loan in full.

  A full review of the customer's file has occurred and it can be confirmed that due to multiple payment issues, including missed payments, partial payments and payments being returned as account closed has impacted the total repayment term and original loan contract details.

  easyfinancial recognizes that the customer was making attempts to make a final large payment to close the loan in full but due to no payments or arrangements being made in over 90 days the debt was written off, this was notified to the customer on multiple occasions via email and phone calls. Understanding the customer was ultimately able to receive the funds for final payment, a legal account manager was able to work directly with the customer to accept a payout of the full balance owing which has since been paid and resulted in the loan being updated as closed and paid in full. An update should be seen on the customer's credit bureau in 30-45 days accordingly.

   

• Initial Complaint

  Date:18/12/2023

  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 have been a customer of this company since December 2013 and haven't had a problem until December 1, 2023 when they withdrew $185.90 from my bank account.That is one payment beyond the end of lease agreement.As per ********** this lease agreement ended on October 27, 2023.The payment on November 1st 2023 should have been the 36th payment on the account.
  I contact Shawn on December 1st 2023at Sydney store and explained that the lease end October 27 2023 and the last payment was taken November 1st 2023.I let him know that the first month December 2020 I was given a free month and made 35 payments that ended on November 1st, 2023. Shawn told me they give a free month to repeat customers. Shawn said he looked at the account and said he sees what I was saying and was charged an extra month. He proceeded to tell he would have to send this to Ashley at head office to review before they could return my money. I called back on December 11 2023 to see when I was getting my money back as this left short financially for December. Shawn said he hadn't heard back from Ashley but he would contact Ashley then he ask me if I need the money. Stupid question to ask,why would I be calling.
  It's been over 2 weeks since I called to get my money back and seems like nobody is doing anything about it.It took all of 2 seconds to take the money from my bank account but it seems like its going to take forever to get it back.
  The only settlement I want from company is my $185.90 put back in my bank account. Christmas is hard enough but this company has only made more difficult for me to deal with.

  Business Response

  Date: 21/12/2023

  
  easyfinancial would like to thank the customer for their feedback. The resolution team would like to confirm that we had a word with the concerned easyhome store and addressed the customer’s concerns. The store manager has confirmed that there was some misunderstanding and the free month was considered as free time off the lease and not as a payment. There is a ticket raised for the refund. The store manager has also confirmed that a store representative will reach out to the customer personally and help the customer with the refund.
  

  Customer Answer

  Date: 29/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I have not received the refund that  EasyHome said they would refund to my bank account.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 04/01/2024

  Thanks for letting the company know your concerns. The store manager who was working on customer's refund has just confirmed on call with customer that she has received the refund on Dec 30th,2023. The refund was reversed to the same debit card of the customer that was use to make payment. The company appreciates customer's patience during this time.

  Customer Answer

  Date: 08/01/2024

  
  
  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:05/12/2023

  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.

  Hello BBB,
  
  I would like to file a formal complaint with you against Easy Financial. I am also seeking legal suit against the above business too.
  My family was misled by branch manager Harinder. I originally asked for a 50K loan. I then got talked into a 75K loan.
  I have had many short term loans in my life, but never experienced the **** and ********* of Harinder at Easy Financial. Upon signing I see an amount of 82K +. I didn’t question it at the moment until after the fact conversing with my wife. Usually all fees are included in the principal loan amount.
  This individual new my mortgage was renewing in a years time. I expressed that I would absorb this loan as I refinance my mortgage.
  Instead this individual signed up my family for a second mortgage apparently.
  I renewed my mortgage early just under a year and ask to have a payout balance of my loan. Harinder told he would have to request from head office and it would take 2 days. I waited 3 days, and called back. Spoke to someone different that gave me a payout of in the 70’s. All wanted to is pay off my loan. All my other creditors gladly gave info without a hiccup. But not Harinder, knowing that I want to pay off my loan. It took over a month to close my mortgage from the original date, because of Easy financial. Not only that, but sends a payout of more than I signed up for. How does this happen.
  He also uses my wife’s maiden name on the contract and check, and states this is a better name. Who does this? We had a very hard time negotiating check at bank because of this also. I expressed my concerns to head office time and time again without any response, until I sent Jason M. CEO an email that made them reply. I then got pushed to the resolution team. All that they have been doing is using my information to try to defend themselves over and over again.
  My mortgage had a short fall of almost 45K because of this company with their delay tactics. I will also be contacting the media regarding the abo

  Business Response

  Date: 11/12/2023

  easyfinancial appreciates the customer sharing their concerns directly with the business and the goeasy Resolutions team to ensure the matter could be investigated and addressed accordingly. The customer was able to speak directly with members of the Resolutions team and goeasy's national shared service center and an amicable resolution was able to be agreed upon and actioned.

  It can be confirmed that upon review the appropriate steps were taken when the original secured loan was sold to the customers that included all costs of borrowing (including optional products, prepayment penalty fees, etc.) being disclosed both verbally and in writing in several sections of the agreed upon and signed loan agreement. As goeasy prides themselves in being transparent and clear with all costs of borrowing, the customer has been reminded that all costs are provided in the Letter of Direction to ensure all customers are fully aware of the costs associated with their secured loan and the total amounts that would be required to be repaid at the end of the contract obligations.

  An investigation did occur internally to understand if any delays or misinformation was provided by the local branch at the time of the customer's request to payout the final loan balance and the investigation did not find any wrong doings. The staff actioned the customer's request to payout the loan which required a written request to be submitted to the administrative team (internal process) and this was actioned and responded to the customer within the expected time frame. A secondary request was made by a third party representing the customer for the payout statement and as per the required administrative process, the third party was requested to provide authorization by the customer - this again was received and actioned within the expected time frame causing no further delays or unnecessary periods of time to complete.

  In the end, the customer was able to make the full and final payment associated with the secured easyfinancial debt and an agreement was made with the customer and resolutions team to ensure the company and customer are both satisfied going forward. As easyfinancial takes all customer's experiences seriously and although the payout process was confirmed as within the company's current processes and expectations, it is always helpful to understand how the customer's experienced each situation to review where a better experience may be possible going forward.  

  easyfinancial can confirm that this matter has been resolved directly with the customer.

  Customer Answer

  Date: 11/12/2023

  
  
  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:30/11/2023

  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.

  In July 2023. I went into Easy Financial and put $14,000 dollars cash down on the loan my partner and I had. I was the co-signer of the loan, and the loan was for my common-law boyfriend. I had to sign numerous documents as the co-signer.
  
  My partner contacted Easy Financial to discuss the remaining $1775.00 owing and they said they would waive the $1775 because we had never missed a payment and had been loyal customers. Great! He asked them numerous times if this was going to affect us in any bad way and was assured not.
  In August, when I checked my credit score, I saw that it dropped 76 points. OVERNIGHT. Easy Financial had marked the loan marked as derogatory and that I we made a deal with them. I immediately contacted them – to which they passed me around – it took several weeks to even get a response from them via email, I have continuously called the 1-800 number trying to get help and they keep saying someone will call me – I have been trying to talk to someone about this since August – it is now November 29 and I still haven’t even had a phone call or email from them to help me out!!
  Furthermore, they require my signature on everything – but I was not alerted to these changes before closing the account…. As a cosigner I should have make privy to ANYTHING that occurred with an account with my name attached to it. Why would I pay $14,000 dollars and then take a MASSIVE credit hit for $1775. I would never do that.
  I am tired of continuously calling and being ignored. I have worked so hard to improve my credit score just to have it tanked by a company over night. I have always said good things about Easy Financial but I am extremely disappointed and will likely not recommend or use them again.
  
  I just want my credit score fixed! The people on the phone even admitted that they submitted it wrong.

  Business Response

  Date: 12/12/2023

  easyfinancial wishes to apologize for the ongoing frustration the customer and their main applicant have faced in the last several weeks.

  Upon review, it can be confirmed that a payment of $14,803 was made by the co applicant in July of 2023 to help reduce the total loan balance. The balance of the loan at that time was $16,519.61 and this was confirmed with the customers that there was and would still be a remaining balance owed which could either be paid via contractual payments for the remainder of the debt or through another large payment.

  After some discussion the customer and branch made arrangement to accept a final payment of $1,500 (of the remaining $1716.61 balance owing) and the loan would be closed as paid in full. This was not communicated properly by the branch to the operations team and the debt was closed as settled as a portion of the balance in the end was unpaid and written off as per the contract obligations. It can be confirmed that easyfinancial records do not show the final payment agreed upon of $1,500 was ever paid by the customer and would still be considered outstanding at this time.

  A member of the Resolutions Team has reached out directly to the customers to discuss the matter further and find an amicable solution to the matter that has remained unresolved for some time due to a miscommunication in the end.

  Customer Answer

  Date: 12/12/2023

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

  This is ridiculous -- again.. I am a co-applicant and wasn't made aware to any of this. I spoke to my partner and asked him if there were going to be any negative repercussions and he asked Easyfinancial repeatedly and they said because of "loyalty" they were waiving it. I still don't understand WHY they would close the account if I was still owing. So instead of any kind of apology for ruining my credit score, or for the EXTREME lack if communication from ANYONE, NATION WIDE for 2.5 months is unacceptable. I reject whatever this response was supposed to achieve other than you saying I owe you $1500. Something I could've easily paid off previous but can't now. Now I am getting decline for financing replacing a roof for my home because of you guys. 

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

  Business Response

  Date: 14/12/2023

  The agreement to accept the final $1500 in payment from the customer and co applicant would have resulted in no negative impact to the customer's credit bureau as any remaining amounts would have been waived by easyfinancial and the loan would show as closed and paid in full - however as no final payment was made the debt does remain unpaid and is reporting accordingly to the credit bureau.

  Multiple arrangements were made with the customer and branch to make the final $1500 payment including an agreement to pay on the 3rd of August and then again on the11th of August, unfortunately no final payment was received by the customers and the debt continued to proceed. It can be confirmed that the intent was to work with customer on receiving the final amount owing and closing the loan as paid in full but upon no receipt of the final payment the debt was written off as a settlement and will report on the credit bureau as such going forward. The negative reporting and bad debt scenario on the credit bureau can be corrected upon discussion with the customers and a solution around the remaining $1,500 but this would require further discussion with the customers and an agreement of some payment arrangement. This would not need to be a full payment all at once and can easily be arranged with a repayment plan to suit the customer's financial situation. 

  A voicemail has been left for both the main applicant and the co applicant to attempt to discuss the account and solutions going forward but no response has been received to date. 

  Customer Answer

  Date: 18/12/2023

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

  We have tried to return your calls -- but yet again was given a generic number and haven't had a response back. All I'm reading is blaming us for everything and taking zero accountability on your part. I wasn't aware of any of these arrangements -- why would the account be closed without anyone contacting me. If you expect me to repay this at one of your outrageous interest rates then forget it. I'm am so frustrated that it has taken 4 months to get a response from you. 

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

  Business Response

  Date: 29/12/2023

  easyfinancial has continued to investigate and discuss the matter with the customer directly given the overall experience and confusion in the matter to date.

  It can be confirmed that at the time of the large payment in July/August of 2023 a balance of approximately $2,000 was remaining, multiple discussions occurred which appear to have lead to some of the confusion, that had resulted in a plan for the customer to pay the principal balance owing of $1500 and all other interest and fees would be waived by easyfinancial. This was never completed by customer or company correctly and resulted in the debt reporting as a settlement in the end.

  Given the repeated attempts to resolve the matter and the customer's attempt to pay off the loan originally, especially after being a long time customer with no issues prior, easyfinancial has closed the loan as paid in full and will be updating the credit bureau to reflect as such going forward. This request for resolution has been agreed upon between customer and company and will reflect on the customer's credit bureau within the next 30-45 days. The resolution specialist that the customer has been speaking with to date will be following up directly with the customer to confirm the adjustments and the final steps of resolution in the matter.

  Customer Answer

  Date: 05/01/2024

  
  
  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.
  
  
  
  It should be noted that they left out that I am banned from their services now. What a great company! :)

  Sincerely,

  Amanda 

• Initial Complaint

  Date:30/11/2023

  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.

  Ongoing loan from Easy Financial - they have started ********* my entire family, even members not listed on the agreement. This has proved to be an extremely ********* loan in which I don't know how people get themselves out from under.
  
  I recently underwent a consumer proposal which included my loan with Easy Financial and my understanding is that they have received a payment in order to close out the loan under my proposal and instead they are now *********** legal action against my cosigner. They will not reduce the balance owing based on the payment they have received, in turn attempting to double dip on collecting from this loan.

  Business Response

  Date: 07/12/2023

  Thank you for reaching out to easyfinancial and sharing your concerns. easyfinancial apologizes for any frustration or concerns that have been caused as of the recent collection activity.
  
  easyfinancial would like to confirm that he consumer proposal has been received by the customer's trustee but no payments have been received as of yet. Unfortunately, it cannot be confirmed at this time, when the trustee will allocate payments towards the easyfinancial debt as this process can take 8-12 months. However, the collections team is in communication with the co-applicant at this time to make a payment arrangement to ensure the debt remains open and active but as the account is 90 days past due, if no payment arrangement is made by end of day today the debt will be written off as a bad debt which will continue to negatively impact the customer's credit bureau. 
  It is helpful to note, that the customer had a previous insurance claim that was approved and being paid by the loan insurance protection plan, easyfinancial confirms that payments were being made from March 2023 till July 2023. However, no further communication from the customer or proof of continued illness or injury was provided and the claim has been closed due to no contact. The claim can pay up to 6 months of a customer's loan and even make a large $2000 payment towards the balance if the customer's claim is eligible. It would be in the customer's best interest to speak directly with the Insurance company (******** Services) to review any remaining claim payments.
  
  At this time, easyfinancial can confirm that the debt with easyfinancial will remain owed until the co applicant makes a payment arrangement or payments from the customer's consumer proposal trustee are made. Collection activity will remain in force until the debt has been unpaid for more than 90 days at which point it will be written off as noted above.

• Initial Complaint

  Date:14/11/2023

  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.

  So I had entered into an agreement during covid I caught covid and almost died and was hospitalized for a long time while u was recovering my gallbladder decided it needed to be removed as well. So I was not on the up and up health wise. Anyway while I was hospitalized my nephew robbed me blind. Literally left me with nothing not even my rent which he took Upon himself to take as well for months. He skipped town and I lost everything. So I forgot about this agreement until now. Now an employee of this store named Michelle S. took it upon herself to give my ex boyfriend personal information out thinking we r still together. Which is a no no.considering I entered this agreement with my ex husband.
  So for the life of me I can't find a legality that would allow her to share someone else personal information in a hunch.
  Also I feel that because I've known this individual since elementary school that I'm being ************* against because of my disabilty. * **** * **** *** * ******* ***** *** ************ ******* ** ***** ** ****** ******* ** ****.
  ** **** * *** ** ******** **** ******* ******* *** ******** *** ** ***. ** * **** **** ** ************** ******* ** ******* ** *** ****. Why else would she give out someone else private information considering I moved to Edmonton a year ago. I only found out about rhis because my ex boyfriend called me and told me I had mail at his address and wanted to know why I was giving his address out as my residence. Also imagine my surprise when the bill I received was.upwards of ten grand. I did not.purchase anything worth ten grand so I would. like adjustments to the bill cause again I didn't.purchase the entire store. ** ***** ** ***** ************* *******

  Business Response

  Date: 17/11/2023

  easyfinancial wishes to address the customer's concerns presented regarding their easyhome lease agreement and repayment issues. 
  
  Firstly, easyfinancial would like to apologize for the medical and financial frustrations the customer had experienced during the pandemic that resulted in the easyhome debt remaining unpaid and unresolved in the end. 
  

  easyfinancial understands the customer's concerns about privacy and appropriate reference contacts especially when an account is past due. In review of the file, it can be confirmed that there was confusion regarding who was responsible for the lease agreement as there was an original lease agreement with the customer and their ex-husband but there was a third contact who was making payments to the loan and originally noted as in a relationship with the customer. As noted in the lease agreement, if any contact information changes for a customer (personal contact information, valid references or authorized users, etc.) needs to be updated directly to the store by the customer to ensure all details are accurate and up to date during the term of the lease. easyfinancial apologizes if there was any confusion and can confirm that when a reference or contact is called the only information discussed is to inquire about any valid phone numbers or ways of contacting the main customer to continue any further account conversations. Notes on the file do confirm the response provided by a previous reference was that there were no new phone numbers and a message would be relayed to the customer to contact easyhome as soon as possible. 
  
  As noted in the customer's original complaint, due to non-payment or discussion with the local store for a lengthy period of time the debt was sold to a third party for any further repayment or collection discussions. The customer can contact ***** ********* directly at 1.************ to discuss the remaining debt as easyhome no longer owns the debt or has the ability to accept any payment arrangements. It can be confirmed that when a debt is sold, it is strictly a business decision based on specific non-repayment criteria, the branch staff would have no involvement in the decision to sell the debt to a third party, and as seen on the customer's profile, the branch staff made many attempts and efforts to work out the balance remaining with the customer (unsuccessfully in the end due to no payments or returned contact) prior to the debt being sold to collections. 

• Initial Complaint

  Date:03/11/2023

  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 complained last month that they made an error to the credit bureaus and mistake was fixed right away
  Mistake is back again ! It’s like right **** doesn’t know what left **** is doing. I have emailed them 20 times no response.

  Business Response

  Date: 05/12/2023

  Hello

  Thank you so much for your feedback. easyfinancial understands your concerns and would like to clear all the queries. easyfinancial reports monthly to ********** all customer’s loan activity and payment history. Whenever there are extensions and payments are skipped multiple times a month, that may reflect on the credit bureau. Following the contractual path of making payments will help the customer to gain better credit score and improve their statements on the credit bureau. As mentioned, the credit reports were fixed by the company by adjusting the missed payments for 05/11 by applying and adjusting the payment made on 07/21. The payment made on 07/21 helped the company to cover up the missed payments on 05/11 and get the month of May up to date. The next payment that was missed and reported to the credit bureau was for 09/01. The payment made on 09/13 of $50 was not enough to cover up for the missed payment on 09/01 as the payment was not 51% of the contractual payment. Hence the missed payment on 09/01 has been reflected on the customer’s credit report.  easyfinancial would like to advise the customer to follow the contractual path of making payments as it will help in the long run to ensure a good credit report and also help to pay off the loan within its term.
  Please note that a member of easyfinancial’s resolution team has been trying to reach out to the customer to further discuss and clear all the queries. For more information, the customer can reach out to 1-888-502-3279 and have a word with the resolutions team.

  Customer Answer

  Date: 05/12/2023

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

  False information my account was put on hold in Sept Oct because they ******* ** my interest adjustments 

  They gave some weird response like they already gave away a limit of reduced interest.

  fix missed month or deal with me in court.  You’re ******** with my credit so I can’t seek another financial company to take over loan.
  
  
  
  Sincerely,
  
  
  
  ******** ********

  Business Response

  Date: 06/12/2023

  Hello
  
  easyfinancial’s resolution team and the customer had a brief discussion over call discussing the customer's credit report and loan payments. On discussion, easyfinancial has adjusted the customer’s credit report on the basis that the customer has agreed to make their biweekly payment of $101.38 via online banking contractually. The customer has also been informed that missing their regular payment may affect their credit report and the company won’t be responsible for further queries.
  
  Regards.

  Customer Answer

  Date: 07/12/2023

  
  
  Better Business Bureau:
  
  Credit bureau fixed by Ms **** ! Thanks !
  
  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:03/11/2023

  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.

  I applied for a loan with ****** *********, who had Easy Financial do a hard check on my credit on October 24. And I was told I was declined. I had an agent from Easy Financial call me on the phone on October 31 and tell me I was pre approved for a $9000 loan. So I thought maybe there was a mistake. I accepted the offer, advised the agent. I did not want any hard credit checks. He told me he would not be doing any. He did a hard credit check and told me I was declined. Should not of rechecked my credit. Would like removed. Confused?

  Business Response

  Date: 09/11/2023

  easyfinancial wishes to apologize for the confusion regarding multiple calls and applications and can appreciate the customer's complaint and request for assistance.

  A member of the goeasy resolutions team has attempted to call the customer directly to discuss further but was unable to reach the customer, further communication attempts will occur to ensure the matter is addressed in full.

  Upon review, it can be confirmed that the customer has 2 profiles in the company records in error which has lead to more than once account being contacted for an application. This has been adjusted internally to eliminate confusion going forward. 

  As the customer was ineligible for the multiple applications a request has been sent to the credit reporting agencies to remove the inquiries as customer is ineligible to borrow and an application should not have been actioned in the end. 

  Customer Answer

  Date: 19/12/2023

  I filed a complaint regarding this business, Easy Financial, this year. They responded with what I was hoping for. Two Hard Inquiries to be removed from my credit file with **********, Oct 24 & Oct 31, 2023. I will attach a copy of their response. I called Easy Financial this morning. I was told by the Agent they would not be adjusting my credit file. He was not really willing to help me. I’m frustrated by this call. Wondering why they are not following through with what they said in their previous response. Easy financial should adjust my credit file.

  Business Response

  Date: 27/12/2023

  easyfinancial can confirm a request to remove the inquiries was sent in November when the original complaint was filed by customer and a secondary request has been sent on December 19th when customer notified easyfinancial of the inquiries remaining on their credit bureau.

  A letter has been ******** as confirmation of what was sent to ********** again recently on December 19th to remove the inquiries in question. If the customer continues to see the inquiries on their credit file they will need to file a dispute directly with ********** to remove in full.

• Initial Complaint

  Date:03/10/2023

  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.

  My reason for complaint they are still continuing to charge me after having paid out full amount on Sept 28 2023. I have made 3 payments to clear this account in full.
  Sept 22 paid amount of $2500.00
  Sept 28 paid amount of 254.90
  Sept 28 paid amount of $7076.81 (which i was given this was payout amount.
  Now this is Oct and they are trying to still accure interest in the amount of 36 plus dollars and change.
  Also the staff member was very inappropriate with me over phone talking down to me

  Business Response

  Date: 10/10/2023

  easyfinancial wishes to thank the customer for sharing their concerns and frustrations in trying to payout the easyfinancial loan in full.

  Upon a review it can be confirmed that the customer paid the amount owed on September 28th but as the payment was made via online banking the full amount paid by the customer was not received until 2 business days later resulting in additional days of interest accrued. The company can confirm that the payment made by the customer ultimately did not payout the full balance (only due to days until payment received) but given the misunderstanding the loan has been closed as paid in full and any outstanding interest has been waived by easyfinancial.

  It is never ideal to hear when a customer has a poor experience with easyfinancial branch staff and the feedback has been reviewed and addressed internally with the appropriate management to ensure our front line staff provide nothing but the best experience for our customers from the day of application to the final day of payments made. 

  easyfinancial can confirm this debt has been closed with no further obligations to the customer and if the customer requires any documentation to confirm this, they can call easyfinancial directly at 1.************ to request a paid in full letter.  

  Customer Answer

  Date: 10/10/2023

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