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:22/08/2023

  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 been over chager from November 21 2021 till ang 2023 for and that has been payed off and still being charged for it. The lone was for $13,466.15 and to date I payed 23,671.36 on this lone and they keep taking money out of my account

  Business Response

  Date: 01/09/2023

  easyfinancial would like to acknowledge and apologize for any confusion this has created for the client in the balance and term that was agreed upon.
  
  After reviewing the client's account, easyfinancial can confirm that an increase was completed on December 19th, 2022 with in-branch signing. At this time, the client was able to receive $3441.36 as a transfer, and the remaining balance of $9219.04 was consolidated into the loan. This created a loan balance of $13,466.15. At the time of signing, the loan was placed over a term of 60 months with monthly payments of $733.51.
  
  In January of 2023, the client contacted easyfinancial to request a frequency change to semi-monthly payments on the 20th and 30th of the month. This was completed, and the new payment was adjusted to $366.76 semi-monthly. Since this time of completion, there have been deferrals completed on the account as well as NSF fees from missed payments. Both of these will affect the loan term, and balance that the customer is viewing. The loan documents that were signed in December 2022 have been uploaded for viewing. Easyfinancial loans do have a daily interest rate, that accumulates over a term length that is chosen when the loan is being funded. To avoid the high payback of interest, easyfinancial does recommend making extra payments when able to, to save on the cost of borrowing and making all contractual payments on time.
  
  During the time frame of January 17,  2023, to August 3, 2023, the client kept in consistent contact with the Service and Customer Service department in regard to account and made arrangements at that time. 
  
  easyfinancial has attempted to speak with the client and get more clarification and give more explanation for the balance and payment concern in a timely manner. The matter is still considered as unresolved and the Resolutions' team is still working to investigate the customer's concerns.

  Customer Answer

  Date: 01/09/2023

  
  
  Complaint: ********
  
  
  ***** ******* * **** ****** *********** *** ******* ************ **** *** ******* ** ******** ********* *** ***** ********* *** ** ***** **** I have not received any funds from this company at all  so this matter is not Resolved at all. 

  Business Response

  Date: 15/09/2023

  ***** **** ****** ********* easyfinancial would like to acknowledge the continued frustration this customer may be experiencing but can confirm that a full investigation has occurred on the matter and all details have confirmed the increased loan and debt outstanding are valid and no longer in question. 

  A review with the banking investigation team was able to confirm that an etransfer for the increased loan amount was received by the customer's email address and phone number on December 19th, 2022 and the funds were accepted by means of auto-deposit. Due to privacy reasons there is no other information the bank can provide but this can be considered sufficient information to verify that easyfinancial sent the funds directly to the customer's information (as provided by the customer). This alongside a signed increase contract (in person by the customer), updated documentation (an ODSP slip from the customer) provided at the time of application and continued conversations between the customer and the national customer service team have confirmed this matter has been concluded as valid and a debt owed.

  The manager of the goeasy resolutions team has provided a repayment arrangement to the customer that includes reducing the annual interest rate and payment amounts to help address any ongoing affordability concerns the customer may have but the full balance owing and original terms and conditions of the signed contract from December 2022 will remain in effect and considered owed going forward. 

  Customer Answer

  Date: 18/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have not received any from this company  as to thier investigating  and they have no proff to show me where this amount came from other then ****** ********* 
  
  
  
  Sincerely,
  
  
  
  Gerri Ireland

  Business Response

  Date: 19/09/2023

  
  This matter has been ongoing for almost a month and customer has been provided with confirmation that the funds were deposited into her bank account via etransfer to the email address and phone number customer provided (and has since been able to communicate on fine).
  
  Customer is unable to provide proof she never received the funds and we worked with interac directly to confirm it was sent and received by customer through auto deposit. There is nothing further we can do and have attempted to offer customer alternative repayment solutions but her claims of fraud are inaccurate ... she signed agreement, spoke with our branch staff and received the increased funds we cannot cancel this loan without full funds returned. This has been said in multiple responses to the BBB todate.

• Initial Complaint

  Date:21/08/2023

  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 got a loan from easy financial in Belleville Ontario, paid all by- weekly payments on time, on august 4th. I was in a position to pay the loan off in full. On august 8th. Easy financial took another payment from my account, I contacted and spoke with Joe who said the payment was returned and I should see it in a couple days, the payment never arrived in my account. On august 15th. I again contacted them and spoke with joe who said they needed screenshots of banking to prove payment was not returned, sent screenshots and was told they could not see them and asked for access to banking which I refused, joe then asked about another account that my partner has with them, It was explained to him that we were we only discussing the one account where they took an extra payment and hadn’t returned it, joe became very **** and hung up. Easy financial head office was then contacted and a guy named Ty was spoken to, explained what had transpired and was again asked for screenshots to prove payment was not returned to account, Ty stated screenshots were received by him and that he would process a payment that would be received back in the account the following day, it’s been two days and payment has still not back in my account. * **** **** ** ********** *** ** ***** ** ***** ***** What are my options.

  Business Response

  Date: 22/08/2023

  easyfinancial wishes to thank the customer for reaching out with their concerns and can understand the frustration of waiting for a refund at this time.

  A review of the customer's file can confirm that on August 3rd the customer made a large payment to close the loan balance in full, unfortunately as per the banking processes any regular contractual payments are sent to the customer's bank for processing 3 business days prior to the actual payment due date. This means the customer's scheduled payment on August 4th was already in transit and ultimately was taken from the customer's bank account although the large payout amount had also been paid. 

  To complete any refunds the easyfinancial operations team requires banking showing the payment clearing in full (no NSF fees or payments reversed) or if the customer is unable to provide banking a waiting period of 10 days is required. The customer was able to speak directly with the National Service Center and the senior representative Ty on the 15th of August and banking was provided and the request was submitted by the agent on the same day to issue the funds as a refund via etransfer. The processing time for the request was actioned on the 17th of August and the funds were sent directly to the customer's email address via etransfer. Easyfinancial records indicate that on the etransfer was successfully sent to the customer and there should be no outstanding refund owed at this time.

  If the customer has not received the funds, it is recommended the customer call 1.888.502.3279 and ask to speak with the goeasy Resolutions Team to further investigate any pending refunds accordingly. It can also be confirmed that the feedback shared by the customer through the BBB and directly with the senior service agent Ty has been documented accordingly and will continue to be investigated internally to ensure the customer experience continues to be the main focus and priority for all front line staff members. Thank you again for sharing your concerns with easyfinancial to ensure all matters are fully understood and addressed. 

• Initial Complaint

  Date:16/08/2023

  Type:Product 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 asked to defer a payment they agreed then took the payment anyway costing me service charges which I feel I should be paid back and the payment returned when I ask them about it all I got was to bad so sad we have the payment and you are not getting anything back

  Business Response

  Date: 25/08/2023

  easyfinancial would like to acknowledge and apologize for the confusion and fees caused from the miscommunication regarding a deferral of payment.
  
  Upon review and speaking with the client, it can be confirmed that an email deferment had been sent to the client on 8/2/2023 to process upcoming payments dated 8/15/2023 and 9/1/2023. Through miscommunication, the payment was processed for 8/1/2023.
  
  Please note, a minimum of 72 hours' notice is required to be given to easyfinancial to process a deferral to stop payment and ensure this is completed.
  
  A resolutions specialist was able to speak with the client and clarify the miscommunication. As a gesture, easyfinancial has agreed to refund the NSF fee caused by this. If there are any further questions or concerns, please reach out to easyfinancial's customer care center at 1-888-502-3279.

  Customer Answer

  Date: 25/08/2023

  
  
  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:10/08/2023

  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 opted out of 3 extra charges when I signed up for a loan of $5,600.00 (not my first time here). I pay $378.XX per month and the princeable amount owen is brught down by less then $40.XX per month so after paying a total of $2,268.XX I still owe $5,2XX.XX. I emailed them asking were my money is going to they sent me a breakdown. -$123.07 was the actual loan payment and the rest was extra that I opted out of and at one time was not paying, they magicaly added it in the last month or so. They gave me the number to cancel the home and auto and I was told I canceled it in June and im not paying it anymore but there taking my money and saying I am at the same time. (I opted out of from the start) so end of store there not refunding me like last time this happened but are saying im not paing for it and are talking my money for it.***

  Business Response

  Date: 22/08/2023

  easyfinancial would like to acknowledge and apologize for any confusion and stress caused by the optional ancillary products we offer and lending through easyfinancial.
  It can be confirmed that after reviewing the account, no optional services other than the Loan Protection Plan were included in the loan. At the time of funding, this was signed and agreed upon. ******** ***** ** *** ************* ** *****
  
  Loan Protection Plans are provided under approval from ******** Canada. This provides added protection in case of Injury/Illness, Job Loss, Critical Illness, or Death. Easyfinancial does recommend to each client that this optional service be added to loans as protection for the above instances however, is optional at the time of funding. 
  
  Easyfinancial does apologize for the confusion caused during the application process, and explanation of the optional services, the benefits of each, and how payments are allocated when optional products are added to lending. When optional products ( such as Loan Protection) are added to a loan, the payment is split between interest, optional products, and principal. Attached is the PDF breakdown of payments and where monies have been allocated.
  
  Easyfinancial is taking additional steps currently in speaking with the client currently on the optional products and services.

• Initial Complaint

  Date:10/08/2023

  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 applied for credit. It was pre-approved pending a final statement from one of the debtors which were to be paid by the loan. The agent has now requested unreasonable documentation. Easyfinancial has multiple inquiries on my credit file which are to be removed right away as their intention was not to lend me any funding.
  
  There's inquiries from January 2023 and June 2023. Easy financial is to remove them from my credit report in the same manner as they have withdrawn my application.

  Business Response

  Date: 18/08/2023

  easyfinancial would like to acknowledge and apologize for the frustration that the application process and document requests caused. 
  
  The pre-approval of our loans and pending approvals are conditional under the supply of documentation. Although the process is typically simple, depending on the company information and lien information documentation can be hard to gather. We do apologize for any confusion or extra stress this may have caused, however, the documentation is required for legal and funding purposes. After speaking with the client, an explanation of the pre-approvals and conditional approvals was provided. 
  
  Anytime an application has been submitted to easyfinancial, a consent form is signed providing us authority and permission to inquire on the credit bureau. The dates of submitted applications were January 7,2023 , June 29th, 2023 , and August 2 2023. 
  
  After speaking with a resolution specialist, it can be confirmed that a preapproval explanation and clarification have been provided to the client to move forward with the application. 

  Customer Answer

  Date: 28/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Easy financial has yet to process my request and they've been sitting on the documents for weeks now. The agent assured me they would look at them and this has been more than a week now and still no follow-up. 

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

  Business Response

  Date: 31/08/2023

  easyfinancial would like to acknowledge and apologize for the lack of communication in regard to our application and documentation submitted. Easyfinancial has confirmed that a Sales representative will be in contact within 48 business hours to discuss the documentation and proceed if possible. Thank you,

• Initial Complaint

  Date:10/08/2023

  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 have a loan with Easy Financial, and have been making the scheduled payments on time, never missed a payment. I am soon in a position to pay off the loan in full and have been inquiring as to what my financial obligations will be once the balance is paid, this inquiry is based on other complaints that I've read about overbilling and such. I have requested that this correspondence be done via email so as to maintain a paper trail and I keep getting the run around. Not happy at all with their customer service

  Business Response

  Date: 18/08/2023

  easyfinancial acknowledges the customer's perspective regarding the communication related to their inquiry about the predicted payout balance.  

  easyfinancial wishes to clarify that the decision to transition the conversation from email to a phone call was not an attempt to evade addressing the customer's inquiry. Instead, it was made with the intention of obtaining a deeper understanding of the customer's question. This approach was taken to ensure that the response provided would be as accurate and informative as possible, considering the specific details of the customer's situation. The company values providing thorough and satisfactory assistance to all customer inquiries, particularly those of a financial nature.
  
  While the customer expressed a preference for email communication as a means of maintaining a documented record, the company acknowledges the significance of transparency and proper documentation in its interactions. It is important to note that this instance represents a unique occurrence where the communication channel was redirected in this manner.
  
  easyfinancial recognizes the long-standing relationship it has maintained with the customer, and the company sincerely appreciates their loyalty throughout multiple loans. Furthermore, the company acknowledges that the customer's current loan has been successfully paid in full without any complications.

  Customer Answer

  Date: 19/08/2023

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

  I made it clear that due to the subject nature of the communication that I, as the client, was not comfortable with the matter being discussed over the phone, and that a paper trail was required. This was made even more urgent after reading several customer complaints about receiving additional charges after having paid their own balances in full. I made this request multiple times, it was no honored. At the end of the day I had to call in order to have my questions addressed.  

  I appreciate that Easy Financial acknowledged that my account is paid in full. That said I fully expect no further debits from my bank account. 
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:27/07/2023

  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.

  Around 2018-2019 I had filled out an online application regarding a loan with this company. I received a call and went in to the office for a meeting to discuss my needs.
  
  At that time, I had less than stellar credit, and this was one of the options that presented itself to me. I had been paying very close attention to my credit report on a regular basis with both major credit bureaus in Canada. When I met with the representative, I was told that my credit score through the bureau was 200 points less than what had been provided by that bureau just days before. I immediately thought that I was being ******* and decided to not pursue a loan or do business with this establishment.
  
  After my meeting, I was contacted several times trying to get me to take a loan at ridiculous interest rates. After two calls, I requested to not be contacted again.
  
  I was contacted again months later and again requested to be taken off of their contact list. I was told that I would be.
  
  I received another call last week and sternly told the representative that I did not wish to do business, that I had previously requested to be taken off their call list and to kindly not call me back.
  
  Today, I received an offer in the mail. I do not know how they acquired my address as I have moved since previously providing them with my old address.
  
  I would like to never receive any type of communication from this business again. I have improved my credit and am able to receive loans from the major banks if required. I would never wish anyone to do business with a company that takes advantage of those who may be experiencing financial hardship.
  
  * ******** a Google Review I had submitted ***** shows that I had asked them not to contact me.

  Business Response

  Date: 07/08/2023

  easyfinancial wishes to apologize for any confusion or alarm that the customer is facing with our solicitation and contact attempts.
  
  A full review of the customer's file has been completed and it can be confirmed that the client has applied for two separate loans in the past. One dated 12/8/2019 and one dated 11/21/2022. Upon review of the last application that was completed in 2022, the client provided up-to-date information ( including address, phone #, email address, etc). At this time, the application was not completed, thus a pre-approval was completed to let the client know that we may be able to assist.
  
  At this time, it can be confirmed that the client has been placed on a Do Not Solicit list for further contact. This does mean that no further phone calls, emails, or text messages will be sent to the client moving forward. It is to be noted, however, if the client reapplies through easyfinancial or a partner of easyfinancial the information is updated accordingly as per the Terms and Conditions that are signed during the application process. If you chose to withdraw this consent after applying, please contact our Customer Care line at 1-************.
  
  At easyfinancial, we do believe that everyone deserves fair access to credit, and choose to see beyond your current situation and look towards the potential for a tomorrow that includes improved credit and financial stability. Easyfinancial loans are open-term loans and can be paid with extra payments or paid off early with no additional charges. As interest is added daily, any additional payments on your scheduled payment dates will help pay down the loan balance faster and save on the total interest repaid to easyfinancial in the end. Easyfinancial is happy to hear that you have been able to build your credit, and path to a financial future.
  
  If there are any further questions or concerns regarding this matter please call our Customer Care team at 1-888-502-3279 to discuss. Thank you,
  

  Customer Answer

  Date: 07/08/2023

  
  
  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.
  
  

  To note, it is very concerning to me that in your response you stated that there were two applications, with the most recent being in November 2022. This is not the case as I have not applied for credit other than with my current financial institution since early 2022. I will be investigating this further with the credit bureaus. 
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:26/07/2023

  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.

  Easy Financial did a soft credit check with my ********** credit report on March 05, 2023
  I contacted Easy Financial on March 06, 2023. I was told there was no ********** application with my personal information.
  I have no financial or any other business with Easy Financial, I have never applied with Easy Financial,
  I have asked ********** to remove this credit check twice now. Both times it has come back as valid.
  I would appreciate having your assistance to have this check removed

  Business Response

  Date: 04/08/2023

  easyfinancial can appreciate that this has been frustrating and unresolved for this customer to date, the company appreciates the customer reaching out to further address and ensure this matter is resolved in full.

  A review of the customer's file can confirm that the previous application was deemed as fraud and the loss prevention team at easyfinancial has noted the file ad cancelled any further lending action accordingly (as of July 2022). A recent application was attempted again with the customer's information which has been declined due to the customer being noted as a victim of fraud (alert on the credit bureau notification received) and application was discontinued.

  A request has been submitted to ********** as of July 10th, 2023 requesting the removal of the credit inquiry as per customer's request and easyfinancial's fraud process. If the customer is still seeing this matter reporting on their credit bureau in any manner, please ensure to file a dispute directly through the reporting agency. With a victim of fraud alert on the credit bureau already actioned by the reporting agencies, a police report filed and easyfinancial confirming the inquiry is invalid there is no reason the reporting agency should not be able to honor the request to remove the inquiry appropriately.

  easyfinancial will continue to review records and ensure that any applications created with the incorrect customer involvement are declined and withdrawn accordingly.

  Customer Answer

  Date: 06/08/2023

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

  The July credit check continues to be on my ********** File even after visiting their local office here in Campbell River, British Columbia, and calling the office with the number provided by the Campbell River office.

  I will thank Easy financial for removing the March 2023 check

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

• Initial Complaint

  Date:13/07/2023

  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.

  Easyfinacial is trying to extort me for 45% Interest on a small loan under 5000 and are threatening 19000. They are constantly emailing texting and calling sending me sketchy paper work and it's very overwhelming

  Business Response

  Date: 24/07/2023

  Easyfinancial would like to acknowledge your concerns regarding the interest rate and the experience with the contact frequency. Easyfinancial loans are open to prepayment with no additional fees to do so. We do encourage customers that if able they make extra payments to save on the interest they pay.
  We do see that a refinance on the account was completed on July 18th, 2023. When an account is past due, and no contact is being made from the client, easyfinancial does attempt contact via email, text, and phone calls. With solicitation contacts, easyfinancial would be able to put your account as a Do Not Solicit so that you are not contacted for solicitation purposes.
  If there are any further concerns or questions please give our Customer Care Centre a call to discuss at 1-888-502-3279. Thank you 

   

• Initial Complaint

  Date:12/07/2023

  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 am an existing customer with Easyfinancial and took out a loan with the Welland Ave. location in St. Catharines, ON approximately 1 year ago. On May 1st 2023, I went into my “home branch” because I needed to switch my payment frequency from a weekly payment plan, to a bi-weekly payment plan due to my personal pay schedule changing. Upon leaving the branch in May, I was informed that everything had been completed, and that my payment frequency had been changed. Days after this occurrence, I receive an email letting me know that there has been an error, and that I need to contact the branch ASAP to get this resolved. Because Easyfinancial had been debiting my account for my payments; as a result of the PDA I signed, I did not see it as urgent, assuming they could continue debiting my account as they had been. Not only did Easyfinancial create an error in my payment frequency, when speaking with someone at the Welland Ave. branch, I was informed that my PDA had been turned off, and as a result, they could not continue to withdraw funds from my account. I asked to speak with a Manager, and was in contact with Stephanie, a Manager from a Branch in the GTA. Despite speaking with Stephanie; she was unable to assist me. In my last correspondence with Easyfinnancial, I was informed that my payment schedule had been changed to bi-weekly payments beginning June 29th, however that was not the case, as I am now being charged and again, on a weekly basis. This experience has been incredibly frustrating, with this company being incredibly dishonest and providing both incorrect and false information. How can a company tell me one minute they have stopped my payments due to their error, accuse me of missing payments because they have put through a stop, only to continue to take payments but in an inconsistent manner? This is unacceptable, and after TWO months of dealing with this and asking to be contacted by a Manager, I have gotten no where.

  Business Response

  Date: 21/07/2023

  We are writing in response to the complaint filed by an existing customer of Easyfinancial. The customer took out a loan at our Welland Ave. location in St. Catharines, ON, approximately one year ago. The customer's primary concern revolves around the requested change in payment frequency from a weekly to a bi-weekly plan, due to a personal pay schedule change.

  Upon receiving the customer's request in May 2023, our branch staff promptly worked to implement the payment frequency change. However, days after the change was made, we encountered an error and reached out to the customer via email, urging them to contact our branch immediately for resolution, expressing urgency. 
  
  Despite our team's repeated attempts to get in touch with the customer through emails and voicemails, we have not received a response. We truly value our customers and are dedicated to helping resolve their concerns with fair and suitable solutions. However, for this specific request that requires signature confirmation, it is imperative that we speak with the customer directly to proceed with the requested changes.

  We apologize for any inconvenience the customer has experienced during this process. We strive to maintain transparent and honest communication with our customers, and it is disappointing to hear that the customer feels they have not received the appropriate assistance.
  
  We understand the seriousness of the matter and want to ensure that the customer's concerns are addressed promptly. We kindly request the customer to reach out to our dedicated customer care team or visit our Welland Ave. branch so that we can address their concerns and find an amicable resolution. Additionally, our resolutions team from head office, is available to assist the customer.  
  
  We value the feedback provided by our customers and take every complaint seriously. It is our sincere hope that the customer will allow us the opportunity to speak with them directly and rectify the situation.