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: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 had received a loan from this company back in 2019. This was supposed to be a 3 year loan, it is now 2023 and I have made consecutive payments of $212 since this timeframe.
  I have yet to receive any statement outlining my payment history, what is left over or any info to that extent.
  I have requested a statement of my bill history almost 6 months ago and did not receive anything.
  I have no idea why they are still taking payments. I have deferred a few payments throughout but it should still not effect the loan t be this long.
  My credit report shows this is the ONLY loan that has not changed since 2019. This means none of the payments are being added to the amount. Back in 2020 they claimed there was a "principle" amount which explains nothing.
  The amount stayed the same owing from 2019 at around 3749. on my credit report. The amount ONLY started to change when I called a few months ago threatening to file a complaint and asked them to send a copy of my bill, which they still have not.
  I believe they lost track of my account and I have been paying thousands-over $8000, well over the amount owing. It is a preauthorized payment and I want access to my entire billing history and an explanation as to why I do not receive emails outlining my overdue amount (if any) and how much longer the loan is for.
  If i do not receive this information or any refund relating to the loan I will have to further escalate this legally if there is not a proper settlement and/r written explanation achieved.

  Business Response

  Date: 28/07/2023

  easyfinancial wishes to apologize for any confusion or frustration the customer is facing currently while trying to understand the current balance of their easyfinancial debt and the total cost of borrowing that has resulted in a higher-than-expected loan balance.
  
  A full review of the customer's file has been actioned and it can be confirmed that the customer's original loan was valued at $3,719.89 with a total cost of borrowing totaling approximately $7,652.88 (Principal amount borrowed + interest for the term of borrowing + optional product premiums). This amount of repayment would have been what customer agreed to with the understanding that all contractual payments were made on the agreed upon due dates and with no missed payments or additional payments made by the customer.
  
  Since the loan was funded, the customer has missed a total of 8 monthly payments which has impacted the total amount and time to repay the original loan. When a payment is deferred (or stopped by the customer, as was the case in some of the customer's payment history) the amount of interest or fees owed on the scheduled due date will become due on the following payment date as stated in the signed loan agreement (******** ** ********).
  
  On October 29th, 2019, the client's refinance was created and funded with the first payment being made on 11/2019. This was made, however, the following payment on 12/31/2019 was returned to as a stop payment and had a $50.00 NSF. The payment was made on 1/8/2020 as a partial payment of $132.00 to bring the account current, however, the full past-due balance was still owed at the time. In February and March 2020 payments were deferred with no make-up payments in regard to this. From May of 2020 until November of 2020 payments were made on a monthly basis as is your contractual obligation. In that time frame since the deferrals had been completed with no make-up payments - the payments being made went to past due interest and fees. From 12/2020  to 3/2021, payments again were made consistently however in March and April of 2021 two more deferrals were completed on the file with no makeup payment after. This in turn has been what has led to the extension in your term length.
  
  To clarify, each payment is allocated to outstanding interest than principal on a regular contractual payment ... when a payment is missed the 30 days of interest owed on that date now continues to accumulate daily interest and on the next payment date will now have 60 days of outstanding interest to be paid first before any principal reduction may occur. This can become even more impactful when multiple payments are missed in a row which did occur on the customer's file in one instance. Because the customer had multiple payments that were missed or returned as NSF, subsequent payments the customer has made to the loan have been allocated to outstanding interest and NSF fees only. This results in a very low reduction to the total loan balance and only recently has the customer's principal balance began to reduce with each payment because the customer has been able to make consistent contractual payments without any missed payments or stopped payments.
  
  The customer has shared concerns about a principal balance only being on the credit bureau, the reporting agencies only report the principal balance for any tradeline. It does not include any outstanding interest or fees and so although the balance may say one amount on the credit bureau it is always important for the customer to speak with the lender directly or log in to the goeasy Connect mobile app to know the full balance owing of the debt. When a customer's account is "up to date" that means that they are making payments to the loan on the required due dates (via contractual payments, online payments, payment deferrals, etc.) and would not result in the company calling the customer to notify them of any outstanding interest as arrangements are being made. Every time the customer made a payment arrangement with the local easyfinancial branch a formal agreement was provided with the staff and customer that confirmed they understood the impact of the payment deferral and therefore further communication or follow-up to remind the customer of the missed payment would not be required.
  
  Although easyfinancial does not supply monthly statements, you should be able to access MY ACCOUNT on easyfinancial's website or the Connect mobile app to gather similar information.
  
  A payment deferral form or email agreement states:
  "The amount of the missed payment being deferred will be added to the balance of your loan and will become immediately due on your next payment due date. Please note that this will reduce the amount that is applied toward your principal balance on your next payment, and potentially subsequent payments, which will impact your cost of borrowing."
  
  The customer's payment history has been attached to the complaint for review but it is strongly recommended the customer speak directly with our resolution specialist (who will continue to attempt to contact customer via phone and email) to go over the payment history together. Further discussion with the resolutions team will also allow for continued conversation to occur surrounding repayment solutions and account concerns to be fully addressed. easyfinancial looks forward to working through the customer's current concerns and finding an amicable solution to the remaining loan balance.

  Customer Answer

  Date: 07/08/2023

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

  I had not received any information regarding the overdue balance or how much interest was accrued. 

  I was not given any information regarding where and how to view my statements. *** ********** *** *** ***** **** *** ********.  

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

  Business Response

  Date: 21/08/2023

  easyfinancial would like to acknowledge the above response and apologize for any confusion that the above-provided payment schedule gave.
  
  Currently, the account is not past due as of this date. The deferrals, that have been completed on the account have maintained credit and kept payments showing as current. The contractual payment was not made, and a make-up payment was not scheduled after as well. This does create interest that is calculated and added to the balance of the loan. ******** ** * ********* ******* *** ******** **** **** **** ** **** ** ********. Although this does not show the payment breakdown, this does show a running payment history for your records.
  
  A payment deferral form or email agreement states,
  "The amount of the missed payment being deferred will be added to the balance of your loan and will become immediately due on your next payment due date. Please note that this will reduce the amount that is applied to the principal balance on your next payment, and potentially subsequent payments, which will impact your cost of borrowing" .
  
  *** *********** **** **** provided to the previous response are provided by easyfinancial showing a breakdown of payments. The breakdown does explain the amounts going to Interest, Principal, and Optional Products on the loan.
  
  For example and reference, the payment showing on June 30th, 2023 $120.67 went o interest, $17.80 went to an optional service product and $74.11 went to the principal owing on the loan. The amount of monies disbursed between interest and principal does change with each payment.
  
  As specified previously, monthly statements are not provided by easyfinancial however, payout statements at request are available. If this was not previously followed, a payout statement can be issued to you by calling 1-888-502-3279.
  
  A resolutions specialist would be happy to go over the account and payment schedule that was attached here for further clarification. Thank you,

• Initial Complaint

  Date:04/07/2023

  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.

  This is an ongoing issue.
  I am trying to get Easyhome to stop the pre authorized debits that was originally setup on my account. When we set these up I was working full time but I am currently at home on EI family caregiver benefits and my pay schedule has changed. When I asked them to stop them they told that they can't and that they require special approval for it. I have even told then that I will make the payments over the phone but still they refuse. I have ******** a screenshot of my request and there refuse. I would them to stop as it is costing me money in NSF fees. I have put a stop payment at the bank but I am sure they are charging me NSF fees for the returned funds. They have also been very **** and even after speaking with me have contacted my co-signer who they speak to the same way, I would like this to also stop.

  Business Response

  Date: 14/07/2023

  Easyfinancial would like to address this recent complaint. A member of our resolutions team has reached out to the customer and discussed this with them in depth. This team member has investigated and is currently working with the customer to get their loan back on track, and coming up with the appropriate resolution. The customer discussed the automatic transactions with this team member, and they can confirm that they are currently off while they work on a resolution with the customer. If the customer is looking for an update regarding this resolution, or has anything they would like to add, they can contact the resolutions team at 1-888-502-3279. Thank you. 

  Customer Answer

  Date: 15/07/2023

  
  
  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. I am very happy with the quick response and how friendly and understanding the response team was and look forward to working with them.
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:22/06/2023

  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 signed two loans with GoEasy, back in 2020, and have been paying them monthly with a few missed payments over the span of the three years. I signed for a total of 5000$, and I've done the math I've paid roughly 9176.4$. Now i understand interest rate is a thing, In May 2023 I was offered lowering my interest rate, to 29.9% and waiving any past due balances. I took the offer, signed the documents (several times), and since then I have received a bombardment of phone calls(several times a day) and emails claiming my account is past due. Each email stating different lengths of times. One of such emails, received on 06/11/2023 from a "Collection Specialist" claimed my account was 44 days past due. Fast forward to 06/17/2023 and the exact same "Collection Specialist" claimed my account was 31 days past due. Now the most recent email from yet another "Collection Specialist" received on 06/19/2023 states my account is 80 days past due. Now I may not be the smartest person, but clearly the math doesn't add up. So I'm being lied to by a company, trying to strong arm more money out of me. Now even given my crazy high interest rate of 49.9% my loan of 5000$ should have been paid off by now. With the math and absolutely no payments, it comes up to 7495$, and since I've been paying them, I've paid roughly 9000$.

  Business Response

  Date: 04/07/2023

  Thank you for bringing this to our attention in regards to a lower interest rate that was not honored and the confusion with the collection emails and phone calls. After speaking with the client and getting more clarification, easyfinancial can confirm there was a clerical error on our part that is being rectified to honor such agreements.
  
  When an account is past due, the emails that are sent to our clients from Collection Specialists are to be reviewed thoroughly to ensure the accuracy to the account.  We apologize if the emails, with multiple dates and collections specialists, got confusing and the misinformation that was relayed to you.
  
  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. The resolutions specialist who discussed this with the customer is working with them to get this resolved in a timely fashion. If the customer has any questions or concerns about this, they can contact the Resolutions Team at 1-888-502-3279. Thank you,

• Initial Complaint

  Date:09/06/2023

  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.

  The problem is with Easy Financial ****** ****. I have a loan that also has payment interruption insurance with ********. I exercised the option when I was laid off permanently . The branch was helpful in providing the forms . they were sent to ******** who processed them. I did have to resend forms twice and spoke to a rep on the phone. The rep assured me that the payments I had made to date on the loan would be refunded to me since it was covering the payments already made. This amount was aprox. $1700. When the claim was completed the funds were sent to Easy they applied it to my loan instead of refunding the payments i already made. Effective I paid twice while laid off. I spoke to the branch and a supervisor who both said that there was nothing they could do since that agreement allows for it. This was never highlighted, the rep at ******** said the exact opposite. They tried to tell me i didn't pay twice which is exactly what happened. *** * ********* ********, its taking advantage of its customers when they are needing the insurance due to interruption of income. I want my $1700 that I already paid.

  Business Response

  Date: 23/06/2023

  easyfinancial appreciated comments and concerns brought to
  our attention by our customers so that we can help and provide the best service
  possible.  

  With an investigation conducted and completed by the easyfinancial
  resolution team and conversations they have had with the customer directly,
  both parties have concluded that the information received from the customer’s local
  branch was misunderstood by the customer, and the acceptance of the same information
  by the customer received was understood to be accepted by the assisting branch
  staff.

  The situation stems from an approved insurance claim that
  helped to make 12 payments directly to the customer’s loan as per ********
  Insurance’s stated policy and was backdated to cover a period of unemployment.
  The customer was under the assumption that the funds would be directly
  transferred to them, but all insurance payments are applied to the loan. Double
  payments because of the customer making a successful scheduled payment, that was
  then followed by another back-dated insurance payment for the same period can
  be refunded. Unfortunately, the customer agreed to their local branches’ offer
  of refinancing their loan to which the customer thought was part of the refund
  process. Once a refinance is completed, a refund cannot be completed on the
  previous loan as that loan amount now reflects a lowered balance because of the
  double payment after the new loan was processed. If a reversal was done, a new
  loan shell would have to be created to reflect the refunded amount given back to
  the client which would now be required to be paid back as the amount missing
  would need to be added back to the previous balance making that loan’s payback
  obligations higher as a result. The customer has chosen to disregard their
  refund request of 3 payments totaling $1,198.38 originally completed for their
  previous loan number on 28/02/2023, 31/02/2023, and 28/04/2023 at $399.46 each
  payment as the customer is willing to continue with the fresh restart of their
  new loan agreement since the refinance was completed on June 8, 2023.

  Our team will continue to review the information dispensement
  practices of the branch team and ******** Insurance as we want all our customers
  to understand what they are agreeing to and feel comfortable in asking any question
  they may have. The customer considers the matter closed as of June 22, 2023,
  and thanked the resolution team for their investigative efforts in a timely
  manner. 

• Initial Complaint

  Date:09/06/2023

  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.

  This company provides criminally high interest loans to borrowers. I have been paying off a 46% interest loan since 2021. As I am currently trying to pay off the remaining balance via e transfer, the company has started delaying correspondance purposefully to prolong my loan. As I wait for the company to accept my e-transfers and loan payments, the gratuitously high interest on my remaining balance continues to pile up.
  
  I have been left leaving voicemails and sending emails with no reply for days on end thus dragging out my loan even further despite stating it was my intention to pay off every last cent of my loan this week. I believe they do this purposefully to borrowers in order to keep collecting interest on their loans despite efforts to pay them off.

  Business Response

  Date: 26/06/2023

  Easyfinancial would like to acknowledge and thank you for taking the time to bring your concerns to us about your payout experience with the branch.
  There are multiple ways to pay out your loan with easyfinancial, etransfers being one of the methods. Although we do try to process the e-transfers as soon as possible, there can be a delay in processing time. Please be assured, however, the interest is back-dated to the date of the e-transfer being received so there are no extra fees or interest while those processing times are happening.
  
  I apologize if the information regarding our interest rate was confusing or caused any frustration. Please remember that all of our unsecured loans are open-term loans that can be paid with extra payments or paid off early with no additional charges. As interest is calculated 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. I am happy to say that the client has done this, and saved herself the interest that would have been accumulated.
  
  A member of the Resolutions team has tried to reach you to get more clarification and give more explanation on the above matter. If you have any further questions or concerns, please do not hesitate to contact our Customer Service line at 1-888-502-3279. Thank you

• Initial Complaint

  Date:01/06/2023

  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.

  Hi,
  
  
  I have taken out a loan with easy financial back 2019. I have been paying them every since my loan stills remains the same. I have spoke to them about decreasing my interest rate so many times as they have offered that to me during coivd and onwars after that. I spoke to somone and they disappear saying they will find more information about about and I never hear back from them. I see that over the year I'm only paying interest and not payment is being made towards my loan amount. I want to settled this once is for all, I would like to reduce the amount so I can pay and close the account. They are just making money off of me through interest its effecting my credits score.

  Business Response

  Date: 13/06/2023

  Easyfinancial would like to acknowledge the customer's concerns and provide further clarification and details regarding the concerns surrounding interest rate and lowering the interest to close the account. 
  
  After speaking with the client and clarifying the interest rate calculations and term calculations easyfinancial was able to provide some insight into how the fees are completed and how the length of the term will affect the total payback. 
  
  A member of the resolutions team was able to clarify the tools we have to offer our clients when in time of need and unable to make a payment and how they affect the repayment over time. 
  
  A member of the goeasy resolution team was able to discuss the account and concerns with the client, and are actively working together to pay out the account. The client was also advised if they have any further questions or concerns they can contact our customer service team at 1-888-502-3279 between Monday to Friday 8AM to 630PM
  
  

• Initial Complaint

  Date:29/05/2023

  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.

  May 24 2023
  Loan Number: ********
  Current Loan Balance: $4,634.22
  Current Rate: 46.96%
  Reduced Rate/Offer: 29.99%
  Offer Duration: Refinance
  Expiry Date: 06/05/2023
  
  May 26 2023
  Loan Number: ********
  Current Loan Balance: $4,634.22
  Current Rate: 46.96%
  Reduced Rate/Offer: 46.96%
  Offer Duration: Refinance
  Expiry Date: 06/05/2023
  
  November 10, 2022- I was approved for my second loan from Easy Financial of %4800.00 at a 46.96%, and have made my payments $113.09 on time with no issues
  
  May 24th, 2023- I was notified by email that I was preapproved for a Limited Time Offer to reduce my payments and Lower my interest rate from 46.98% to 29.99%. I contacted Go Easy to accept the offer. I was informed that they required time to process the offer and they would get back to me.
  
  May 26, 2023, in the morning as I had not received a call back and the offer was limited time I contacted Go Easy and spoke to a representative that informed me she needed time to work on the offer and I was or call back in the afternoon
  
  May 26 2023 afternoon I contacted Go Easy and was informed that he individual I had had spoken to was not available and I was transferred to another representative. I was informed that they would only reduce my interest rate but extend my term and I had to make the decision right away. I tried to get a further understanding of why the original offer was no longer valid and the representative cut me off and ended the call without providing me the information I was seeking.
  
  May 26th afternoon I returned to my office and had received another email stating that they had sent the original in error and my new offer was at the original 46.96% (No Change to my original loan)
  
  I would like an increase to my loan and for Go Easy to honour their offer of refinancing at the 29.99%
  
  Thank You
  
  ***** ******
  
  *** *** ***** *** *** *******

  Business Response

  Date: 09/06/2023

  Easyfinancial would like to address this recent complaint. A member of our resolutions team has investigated and was able to discuss this issue over the phone with the customer. The offer was sent to the customer unfortunately in error, and the resolutions team member explained this to them. The employee however was able to offer a solution to the customer after having a conversation with them on the phone. The customer agreed to the resolution that was presented to them. If the customer has further questions about this agreed upon resolution, they can contact the resolutions team member at 1-888-502-3279. Thank you.

• Initial Complaint

  Date:25/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My issue with them is inconsistencies in money owed, will not provide a clear breakdown of remaining balance, cannot tell me how many payments are owed and breakdown of amount owing. Charges for additional payment deferred without permission and trying to charge me for this. Does not provide detailed information if payments are deferred examples are interest being paid or how money is being paid etc.

  Business Response

  Date: 02/06/2023

  Easyfinancial would like to acknowledge the customer's concerns and provide further clarification and details regarding the concerns surrounding balances and payout/payment information. At any time a client is able to view their principal balance in the My Accounts section, as well as by calling their local branch or 1-888-502-3279 to place an inquiry. If any deferrals, or loan modifications have been completed on the loan during the term, it can change and alter the agreement - as stated in the loan modification form.
  
  It is helpful for the client to understand that any modification made to an account must be agreed upon by the client before completion. As stated in the terms and conditions part of any deferral " The original terms and conditions of your Personal Loan Agreement as indicated by your Personal Loan Account Number above continue to remain in force. Making changes to your scheduled payments, including deferring any payments that are due, will impact the date of your last payment as stated on your original loan agreement. The amount of the missed payment being deferred will be added to the balance of your loan and will become immediately due on your next payment due date. Please note that this will reduce the amount that is applied toward your principal balance on your next payment, and potentially subsequent payments, which will impact your cost of borrowing.". 
  
  A member of the goeasy resolution team was able to discuss the account and concerns with the client and resolve any lingering concerns or questions regarding unauthorized deferrals and fees. During the investigation, the resolution specialist working with the customer was able to determine a clerical error had occurred at the time of the originally agreed upon payment deferral and a correction has been actioned to ensure any miscalculations or incorrect payment allocation has been adjusted appropriately.  The client was also advised if they have any further questions or concerns they can contact our customer service team at 1-888-502-3279 between Monday to Fridays 8AM to 630PM EST

• Initial Complaint

  Date:16/05/2023

  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.

  On April 28th there was a screen shot taken of Loan ******** with Easyfinancial with a balance of 15,274.05 owing on the loan. On 02 may 2023 there was a bill payment #****** Easyfinancial services Personal Loan debited from my account for the amount $15,274.05. Then on 03 May 2023 an ATF Pre-Authorized Debit easyfinancial ******* was debited in the amount of $298.64. I phoned on 04 May 2023 to find out when the payment would be reversed as the loan had been paid off in full on the 2nd of May. I was told that they had not received the payment yet so it would take a few days for the payments to be processed to the account. I call today (14 May) to inquire as to when my refund would be processed. The individual I spoke with informed me that according to their records they processed a payment of $298.64 on 03 May 2023 and then a payment of $ 15,238.81 on 04 May 2023. I would like them to explain how they lost $35.24 between what was debited from my account to what they recorded in their system. He then stated that there was only an over payment of $16.47 that was refunded to my account. I will admit I did not notice the credit that posted on 08 May 2023 as it was significantly smaller than it should have been. I want them to provide a detailed statement on the loan from the time it was taken out to the time it was closed. They do not break down the payments like they used to do so you could see what portion of your payment went to interest and what went to principal. They have also cleared any loan information from my account when I log in. I firmly believe that they have changed their access to our loan information as they are not being honest with their borrowers. I would like to receive all monies that are owed to me and the recorded debit amount be corrected in their system.

  Business Response

  Date: 19/05/2023

  Easyfinancial would like to address this complaint. A member of our resolutions team has investigated and discussed this over the phone with the customer and by email. The team member was able to explain the $15,274.05 , by sending screenshots of the payouts dated on May 3, 4, and 5th that she was looking at principal payment only when she paid out. 
  $35.24  was two days' worth of interest accumulating while we waited for payment to be processed. There is a 3 to 5-business-day wait. 
  The customer has confirmed receiving these documents and reviewed them myself. The customer can reach them at 1-************ if there are any additional questions or concerns for Resolutions. 
  

  Customer Answer

  Date: 19/05/2023

  
  
  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.
  
  They were able to provide the necessary paperwork to break down the charges and the questions i had were answered satisfactorily.

  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:15/05/2023

  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 3 things with easy home in Welland, Ontario ******* ***** store, I pay my bill every month. Sometimes it is late but I always pay. I woke up the other day, March 31st, with a suspected fraud alert on my phone. It was easy home trying to take money that wasnt authorized. The next day I woke up to a couple of guys standing in my driveway. One with a debit machine and the other one trying to scare me. When I answered the door I was met with an ultimatum, either I pay now or they repossess my items which I have been paying on for years now. He proceeded to tell me that i was past due and I have owed for a while, which was a *** to begin with because I was due on the 1st which was that day. I proceeded to tell them that unfortunately since they tried to take money out of my account on a wrong day that my account is frozen and I now have to deal with my bank and straighten things out with the special fraud team. He than told me I have a few days and they will be back to take my items.
  
  This is an ongoing thing that happens constantly, they ******* me every single month like this and I have had enough of it. The manager at the store is always **** and *************, * *** ***** *** ********** **** ** ** ****** **** ****** *** *** **** *** **** ** ***** **** *** ********* ** **** ***** **** *** ****** ** ***.
  *** *** * **** **** ******* *** ********* ** ** ******* ** **** ***** ** ******* **** **** * ********* ** ***** ******.
  They call, text and email the day before and the day of, constantly bothering and pestering me the customer.
  I was under the impression that business' had laws, rules and regulations to adhere to.
  * **** ***** **** ******* **** **** ******* *** ********* *** ** ****** ****** ***** 

  Business Response

  Date: 25/05/2023

  Easyfinancial would like to take the time and address this customer’s
  complaint. A member of our resolutions team has reached out to the customer and
  was able to discuss and resolve this issue over the phone. The visit to the
  home was completed when the store could not reach the customer via phone when
  he was past due. The calls were not going through. The customer has acknowledged
  that if he is past due in the future, he will reach out to a store to keep them
  aware of the situation, that way this does not happen again in the future. The
  customer also requested a copy of his lease agreements with easyhome which the
  resolutions specialist sent to him. If the customer has anything in the future that needs to be addressed they can call the store or the resolutions team at
  1-888-502-3279.