ComplaintsforFairstone

• Initial Complaint

  28/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello Fairstone has been sending alerts to my credit report stating that I (*** ***** *** ******) owned them money which I don't. I never have ask for any kind of loan or owned anyone money. The alert started in September 2023 and it is still ongoing even after I filed an investigation through ***** ***** which acknowledge that it was indeed their errors and they were informing Fairstone about it. The alerts did stop for a few month but came back this month (March 2024). They didn't even remove those alerts from my credit report in the first place even after ***** ***** informed them about it. The loan is in the name of *** ***** ******. He and I are parent and child living at the same address hence maybe the confusion, similar name and same address. That is his problem and not mine and I am the one being charged for those loans which is ridiculous. Even when the correction was made through ***** *****, Fairstone still added another alert to my credit report this month (March 2024), What I am looking is for Fairstone to credit those alert to the right person (*** ***** ******) and remove those alerts that are affecting my credit report since september 2023. It is impossible to communicate with them hence I am filling a complaint here. In the file attach, there will be information about the loans on my name (screenshots of the alerts), the correction made on my profile (name was wrongly written and was eventually corrected), the letter of the loan issued to the other person and the answer from ***** ***** following the investigation written in french. Hopefully, my complaint will be taken into consideration. Thank you

  

  Business response

  10/04/2024

  We have made multiples attempts in contacting the customer and left several messages on the voice , last attempt was made yesterday. Therefore, we are still waiting for a call back currently.

  Should the customer not respond by end of week will we consider the matter closed.

   

  Thank you

  *******

  Customer response

  10/04/2024

  
  Complaint: 21501431
  
  I am rejecting this response because:

  I didnt receive any contact from them and definitely not yesterday as mentionned
  
  Sincerely,
  
  *** ***** *** ******

  

  Business response

  11/04/2024

  We have investigated the customer claim, our investigation concluded that Fairstone is reporting the trade line accurately and the error is a cross refence at the agency and not Fairstone.

  therefore , we invite the customer to contact the agency directly and submit a correction request.

  We consider the matter to be addressed and closed.

   

  thank you.

  *******

  Customer response

  11/04/2024

  
  Complaint: 21501431
  
  I am rejecting this response because:

  Please be more precise. What agency? What reference? Its clearly 2 different names being used here. 2 different people with similar name. But the one person unrelated to Fairstone being wrongly affected and accused of.  

  What I am asking is to accurately change the charges and alerts on credit reports to the name of the person who made the loans (Mr. *** ***** ******) and not the person who is actually making the complaint (Miss *** ***** *** ******)

  Why should I be contacting the so called agency when in the first place this souldn't be happening.  

  It should be Fairstone responsibilty to accurately declare any information.  And in this case, it isn't accurate and is affecting the unrelated person credit report. 

  And if it is this supposed agency responsibilty, it is still Fairstone duty to make sure that the agency they are hiring is putting out the right information. This is not going to be a game of ball throwing being Fairstone and the agency.

  As Fairstone is the one using this agency service, it will be also Fairstone to make sure any errors be corrected and not the customer (and in this case, someone totally unrelated)
   
  Sincerely,
  
  *** ***** *** ******

  

  Business response

  26/04/2024

  Our investigation has concluded that we are reporting the trade correctly and the confusion is with *******.
  We kindly request that the customer contact ******* directly to report this incident.
  It is not uncommon that customers with similar names at the same address would have cross references trade lines reflecting on their credit fie.
  This complaint should be directed to ******* and not Fairstone.
  
  *******
  

  
  

  Customer response

  26/04/2024

  
  Complaint: 21501431
  
  I am rejecting this response because:

  This has already been done with both ******* and **********. ******* and ********** are only putting out information that agencies give them. They are not the one making the mistakes here and putting out incorrect informations. As a matter of fact, ********** have already sent Fairstone a notice prior to this complaint about the  error for this situations months ago. The alerts did stop afterward for 2 months but came back in march 2024 (can be seen in one of the attachment). The alerts werent even remove or acknowledged that it was an error. 

  In this situations, the companies transmetting informations to credits agency such as ******* are the one responsible to alert the credit agency about inaccuracies and not the customers. Hence fairstone should contact ******* itself to make the change and have them correct the mistakes since it came from them declaring these informations to the credit reports.

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

• Initial Complaint

  24/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a outstanding balance and they are refusing to give me payment options. They keep calling my family and harassing them for the money

  

  Business response

  05/02/2024

  The District Manager has contacted the customer and addressed his concerns.

  Please see attached.

  FYI as a good will gesture we have waived the NSF. The customer stated to be satisfied with the resolution.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a phone on October 08, 2023 at **** ***, at the price of $1,644.82 (CAD). ***** ************ The payment method was using their financing provider, FairStone, for which I split the payment into 12 months, and I already paid two statements of $88.78. Days later, ******* dropped the price to $250 due to black Friday. After contacting ******* regarding their low price guarantee, I was assured it was eligible for the credit, and that was issued (I can see it in the receipt of the order described as "Discount: $250", ***** ********. However, the balance at Fairstone never reflected it, and I tried everything I could; after contacting both sides, the last request from FairStone was going to a ******* store, which I did Today at **** ** *** ********** ****** ** *** ***, and the manager told me there's nothing they can do because "it was done online, so it has to be solved online". I'm not asking money from *******; I'm only asking as a final customer to correct my balance with the dropped price so I don't have to pay the original total. I have screenshots, receipts, and all the proof of the transaction and conversations. I'm stuck in this loop where. There's no way for me to make the communication between the two companies happen, as they're still blaming each other, and no one wants to take responsibility. I believe it is up to FairStone to fix the balance, but I cannot send them the receipt with the new amount once their system limits all sorts of contact. It only drives me to call them, where they keep saying to go to a ******* store, again.

  

  Business response

  05/01/2024

  Please see attached response for file # 20984197. The customer claims it is store policy that should an item purchased be at a lower sometime after the original purchase date, that they would match that price .I’m sure you can understand that there is nothing I can do to help in regards to the store policies. However, as a courtesy to the customer , we did try at multiples occasion to contact the store on the customer behalf. Unfortunately , we have not been able to confirm this. We did contact the customer and advise him of our attempts but that he would need to contact the store directly. We also explain that his complaint should be directed to the merchant and not Fairstone as his dispute is regarding **** *** store policies and not Fairstone.

   

  Thank you

  *******

  Customer response

  12/01/2024

  
  Complaint: 20984197
  
  I am rejecting this response because:

  I have reviewed the response made by the business about complaint ID 20984197. Fairstone advised me to wait for about ten business days since they tried interacting with ******* and were waiting for a response, or otherwise, it would be better if I file a complaint against *******, which I did, and the complaint number is 21111510. I want to keep sight of it, and It would be good to keep the complaint against Fairstone open until I have the case solved, once it depends on both parties' communication. I've been thrown from one side to another where neither party wants to take responsibility but only blame the other.  

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

  

  Business response

  16/01/2024

  We understand how this matter can be very frustrating, and as a good will gesture we have made multiple attempts in contacting the merchant on the customer behalf. However, as previously mentioned this complaint should be addressed to the merchant and not Faistone . The customer claims that it is store policy to match a recent price drop and that his account should be credited. Although this may indeed be the case , the store would be required to process to credit and not Fairstone. Just like any other credit card he may hold.

  Therefore , we consider the matter to closed unless the customer has other concerns portraying to Fairstone directly.

   

• Initial Complaint

  27/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used to have a personal loan account with Fairstone ********* **************** which I paid in full on 8 Sept 2023. Whilst paying bills on Oct 6 I accidently made a $300 payment to my Fairstone account, as soon as I realized the mistake I contacted the local branch manager (******* ******) who said she would look into it. It has now been over 7 weeks since the payment was made and they still haven't returned my money - I have made over 50 phone calls to the manager at my local office and I have been in to the office to speak to them in person. She has been helpful but I have received conflicting information, I've been lied to and I have been set expectations that have never been met. Apparently there is a poor channel of communication between the local branches and head office, with tickets being raised and cancelled and no accurate information flowing down to the local branch. Head office refuse to speak to customers and insist that all contact be made through the local branch, who are powerless to do anything it seems. I have uploaded a spreadsheet with a timeline of my communication with the company. I have supporting documentation to prove the money was sent to Fairstone - I can even see it on my Fairstone online account but they still are dragging their heels on returning my money. I would have been happy with just the return of my $300 but now I want compensation for the sheer amount of time and energy that I have had to put into this with seemingly no accountability on Fairstones part.

  

  Business response

  07/12/2023

   

  Please see attached response for Mr. ****** *********. Customer went to the branch to retrieve a refund cheque on November 11, 2023.

  Thank you

  *******

  Customer response

  07/12/2023

  
  Complaint: 20924396
  
  I am rejecting this response because I wish to be compensated by Fairstone for the interest over the period they held my money, and for the time and resources spent trying to recover it. 

  If I'm using the interest rate charged to me by Fairstone (39.9% APR), I calculate that to be $18.42 in interest over the 8 weeks it took to return. And then factor in $60 of gas money for two return trips to Vancouver and 4 hours of my time (which is definitely an underestimate) at $35 an hour. Total is $218.42

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

• Initial Complaint

  02/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  An employee at this business conducted a credit search without my consent and I made it very clear that I did not want a credit search done. I called to receive more information about their loan process and had to repeatedly tell this employee that I did not want a credit check when she kept asking questions such as what my social insurance number was (which I did not give her as I told her I was calling for more information about their loan process only and she did not need my personal information for that). She then said she needed to get off the phone and would call me right back. She never called me back, so I called back after a few days. I got a different employee, named ***** who I had talked to once before (the last call was to follow up and instead I got the pushy obnoxious employee because ***** was unavailable). ***** told me that the reason the other girl probably didn’t call me back was because my application was denied. I informed ***** that I never wanted a credit check, this was without consent and asked her to have the manager contact me when she got back. It was completely unacceptable to have a credit check done and really unprofessional for the employee who did it to not call back. Very sneaky business practice. I never received a call back from the manager, I think her name is *********. Later when I saw this on my credit report, I contacted ******* to have this fraudulent check removed. A few weeks later I received an email from ******* basically saying that the inquiry was legitimate and I would have to contact the company that did it. This was absolutely a fraudulent act by Fairstone. So I called Fairstone at the beginning of October and spoke with the manager who asked why I waited 3 months to complain and I informed her the steps that I had already taken and had waited to be done. She said she was the only one working in the office at that time and was very busy but would call me back after looking into the matter within a few days.No call

  

  Business response

  10/11/2023

  Hi *****,

  Please see attached response for **** **** , we have contacted the customer directly and addressed their concerns.

  Have a great weekend

• Initial Complaint

  31/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company won't stop sending me offers thru the mail regardless of how many times I've asked them to stop. It's not right that I have to recycle their junk mail repeatly after having asked numerous times to stop. I haven't done business with them. Why can they keep bothering me? I said I won't do business with them. Shoudn't they stop? How do I get them to stop?

  

  Business response

  02/11/2023

  Hi *****,

  Please see attached response for ***** *********’s a written letter has been sent to the customer today.

   

  As direct mail campaigns are printed up to eight weeks in advance of the mail date, there is the possibility that they may receive one, or possibly two, further offers. Please disregard these offers.

   

  We trust this response addresses your concerns, and we apologize for the inconvenience caused.

   

  *******

  Customer response

  02/11/2023

  
  Complaint: 20803542
  
  I am rejecting this response because: I've been told this before yet still getting mail from them. What they say isn't what they do!
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  30/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took a loan out from Fairstone payments were going fine until Covid during this pandemic I was offered partial payment to help with the financial burden at that time now that my initial time for the loan has passed in June the company says my penalty for needing help is five more years of full payment amount the loan was for five years for 7 000 so now I would have to pay 30 000 on a 7 000 dollar loan I need help

  Customer response

  08/08/2023

   

  Cancel complaint had wrong information 

• Initial Complaint

  14/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Contacted Firestone via phone, both corporate number and local office to stop sending marketing junk mail to my address in previous owner name that is now deceased. Gave the correct name and address several times, was told address was taken off the list, that was 4 months ago. Still receiving mail from them in them.

  

  Business response

  14/07/2023

  Please see attached response for case # 20320833.

   

  Thank you

  *******

  Customer response

  14/07/2023

  
  ****** ******** *******
  
  I have attached the information need, I have reviewed the response made by the business in reference to complaint ID 20320833, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ***** *****
  

• Initial Complaint

  06/07/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Date of transaction : 6/17/22 Account number : **** **** **** **** Initial balance to pay : 3496,51 $ CAD I am disgusted by the lack of communication from both Fairstones AND *********. I was told that that there was a promotion for a 5 year 0% interest fee plan to pay for furniture. Turns out it wasn't a 5 year plan but a 12 months. They do not believe me that i had a 5 year contract and oddly enough both palces can't seem to find the copy of my contract with my signature as well. I received no information, no email telling me that i was past the expiration date 6/27/23 and that i had to pay the full balance or else i was going to get charged 32% of the TOTAL of the expence not the mere 972 i had left to pay. I am furious with how complicated the phone service is to get into contact with the service team and their unwillingness to help. I was 2 days from paying it full and i am disapointed in fairstone ability to accomodate for this inconvenience. If fairstone didn't have the 5% minimal payments and had automatic one none of this would have happened. I would like to be refunded all of the 06/04/23 transactions : ANNUAL MEMBERSHIP FEE $35.00 BACK BILLED INTEREST ON PURCHASE $852.25 BILLED FINANCE CHARGE ON PURCHASE $18.87 employe called : *****

• Initial Complaint

  21/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our law firm has been requesting a call back from a member of management concerning a past due collection account as the individuals that respond to emails from **************************** or handle calls at ************** are not very knowledgeable and quite frankly inadequate in understanding what is being said to them and then relaying the information to whomever they claim to be relaying the information to and then relaying a response that makes no sense especially if they are acting on the best interest of Fairstone financial

  

  Business response

  22/06/2023

  We are unable to locate any accounts with the limited information provided.
  Third parties communicating feedback or requests pertaining to customer accounts are encouraged to provide customers with our customer service contacts in order to ensure respect of customer privacy and rapid address of the issue in question.  Our customer service can be reached, toll-free, at *** ********* ** ***** ** ************************* or via Facebook messenger @FairstoneCanada.
  
  Thank you
  ******* 
  

  
  

*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. ↩