Complaints

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:05/11/2024

  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 filed a consumer proposal January 28, 2022 in which Westrock Financial was listed and notified by the trustee . I have provided the consumer proposal information by telephone, by email to the ceo's on file **** ***** ****** &ani **** ******** . I am now receiving calls from ******* (when I call them and advise of the consumer proposal Oct 31 (****) and Nov 4 - (****** and ****) they take the info and when I question them further I am hung up on 2 X in Nov 4)I am a senior who found it distressing enough to have to file a consumer proposal but to receiving harrassing calls and messages even AFTER I have provided all the information on several occasions is unconscionable.

  

  Business Response

  Date: 05/11/2024

  Hi *********,

  Thank you for reaching out to MyCanadaPayday.
  

  You have two defaulted loans with us at the moment. You initially contacted us on November 9, 2021, indicating that you had filed a consumer proposal with the trustee and provided related documents (see attached). However, after contacting your agent, we were informed that you were removed from the program. The attached letter provides further details. We made multiple attempts to reach you following this, but did not receive a response.

  On May 4, 2023, you were trying to apply for a new loan with us under a different email address. Our staff informed you at that time that your account is currently in default. You mentioned again that you had filed a consumer proposal. When we requested the trustees contact information for verification, you declined to provide it and requested to cancel your application (please see the attached email history). To date, we have not received any contact or payment from a trustee or agent to settle your account. Your attached documents do not contain sufficient trustee information for us to proceed.
  

  To assist in settling your account, please send the following details to us by email:
  Trustee Name
  Agent's Name handling your file
  Trustee Contact Number (including extension)
  

  Please note, our company policy is to transfer defaulted accounts to a third-party collection agency after a certain period. Once we receive the trustee information and settle the account, we can withdraw your account from the collection list. If you have any concerns, pls contact our office and we are happy to help you on that.
  

  Regards,
  MyCanadaPayday Team

  Customer Answer

  Date: 05/11/2024

   
  Complaint: 22516643
  
  I am rejecting this response because: I personally have written to the ceo/president with the information and the consumer proposal was sent to Wesrock in January 2022 in the original proposal filing to ********* Financial Canada *************************************,   V3T 2K5 and on all occasions I advised the heod office at that address to locate the proposal. I intially, ONE time did not provide the information as I felt they had it all on file but on 5 occasions since in both answering their harrassing calls and on Oct 31, 2024 & Nov 4 2024 I provided the trustee information to  the company Westrock sent the file to , *******. I provided the information to **** on October 31 Hassam On Nov 4 and **** on Nov 4 ( because they KEPT calling. 

  I TOTALLY DISPUTE all the incorrect information provided but in order to END this harrassment of a senior

  consumer proposal court case number is ********** filed January 28 2022 by trustee ****** & partners
  
  Sincerely,
  
  ********* *****

  

  Business Response

  Date: 07/11/2024

  Hi *********,

  Thank you for the trustee info. We would be able to reach out to them now and we have send request to our collection agency to withdraw your case from collection list. It may take up to a few days for them to process the case and you shouldn't receive any contact from us after then. 

  If you still get any concerns, pls do not hesitate to contact our office and we are happy to help you on that.

   

  Sincerely

  MyCanadaPayday Team

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22516643
  
  I am rejecting this response because: The company has been relentlessly harrassing and I have on numerous occasions provided trustee information They fabricate and distort facts as the documents provided relate to credit counselling NOT the consumer proposal, the consumer proposal ended because Credit Canada referred me to the trustee. 

  I sent an email to 2 of the ceo's (attahed) in June 2023 but never received a reply. I provided the collection company they hired with all the information requested and the collection agency ******* hung up on me when I asked them to update their records.

  I have NOT had any dealings with this unscrupulous company since November 2021 ( other than to advise ot the consumer proposal several times) it seems obvious they do not know the difference between credit counselling and a consumer proposal. 

  I want a guarantee that there will be NO FURTHER CONTACT from Westrock to me in any form. 
  Sincerely,
  
  ********* *****

  

  Business Response

  Date: 20/11/2024

  Dear *********,

  Thank you for your response. Please note that all communications, including emails and calls, are automatically recorded in our system and regulated by payday industry authorities. We noticed that you have contacted us using different email addresses and attempted to apply for loans with us back to May 2023. For your reference, I have attached the email you sent during our last correspondence. Since 2022, we have been sending you weekly account statements and balance updates, but we have not received any replies. Consequently, we had to escalate your case to collections lately. Its unclear how you obtained the owners email address or were advised to send your proposal directly to the owner, as both email addresses provided were incorrect.
  

  I beleive all the factors above leading the miscommunication between us. However, we are committed to resolving this matter.
  

  After reviewing your case, we confirm receipt of your consumer proposal a few weeks ago. Following discussions with your trustee, we contacted our collection agency and have withdrawn your case from collections. You should no longer receive any collection calls from them on behalf of us.
  

  If you continue to be contacted by any collection agency on our behalf, please notify us immediately via email or phone. We will gladly investigate the matter for you.
  

  Thank you for your understanding, and we look forward to resolving this issue.

  
  

  Customer Answer

  Date: 20/11/2024

   
  Complaint: 22516643
  
  I am rejecting this response because: I want the company to STOP incorrectly stating that I have applied under different email addresses. As noted in the email to the ceos I had previously attached and many many discussions on the phone ( which I also recorded and documented and will provide to my lawyer for a defamation case if this is not cleared up. I was in the hospital ( again , documentation was provided. and NO corresspondence they mention was EVER received by email or to my home address which has been the same for many years. I cannot accept the misrepresentation made . I was in the hospital and the victim of a fraud perpetuated by the friend I entrusted to deal with my financial affairs  (which has been dealt with with the Police and banks). I provided bank information and access to my pc and email and they were able to create new email addresses in my name that I am STILL clearing up. The email Westrock provided was my reply using a tablet when I had visitors in the hospital. My power of attorney contacted Westrock as well to advise of this issue. STOP IMPLYING I USED DIFFERENT EMAILS TO APPLY FOR LOANS . I had NO dealings with Westrock AFTER NOV 2021
  

  I wll accept nothing less than an apology here for the lies Westrock is obviously perpetuating and their minions at ******* are calling my cell and using these other emails that only Westrock apparantly has.( as recent as today at noon).. I have called cogeco today to make sure none of these additional addresses are in use any longer and if an apology and clarification that I have not had any dealings with Westrock since November 2021  I will be seeking legal consultation. 

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

  

  Business Response

  Date: 21/11/2024

  Dear *********,

  We are truly sorry to hear about the difficulties youve experienced. Please know that our intention is to resolve this issue collaboratively, not to engage in any form of dispute.

  As previously mentioned, there were three email addresses associated with different loan applications under your name, date of birth, and drivers license number. The most recent application occurred in May 2023, which I shared in our last communication. The email addresses in question are:

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

  This raised concerns of potential miscommunication or involvement in fraudulent activity, possibly linked to your friend, as you mentioned. If that is indeed the case, we are victims of the misrepresentation as well. Regarding the email you sent to the company owner, it appears to have been sent to an incorrect address, which is why we did not receive it or any proposal. There would be no reason for us to lie about this, as we would have welcomed the opportunity to recover funds through the trustee process.

  Please rest assured that we have no intention of escalating this situation. Customer satisfaction remains our top priority. Once we received your proposal, we have instructed the collection agency to remove your account from their records immediately. You will no longer receive any communication from us regarding your loan.

  We sincerely apologize for any discomfort caused during this process. It was never our intention to make you feel this way. If you have any further questions or concerns, please do not hesitate to reach out. Thank you for your understanding.

  Mycanadapayday Team

• Initial Complaint

  Date:23/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There has been 2 automatic withdrawals from my bank account in the amount of $287.50 (approx) from this company and I have not received anything from this company. I have no idea why ur how this company is able to do such things as I dont know how this company even got my bank information. I want my money back asap

  

  Business Response

  Date: 23/09/2024

  Hi *******,

  Thank you for contacting us. Our business operates under the name My Canada Payday, while our legal name is Westrock Financial. This is why you may see Westrock Financial listed as the entity withdrawing funds from your bank account. You currently have an active loan with us, and if you have any questions or need further assistance, feel free to reach out by phone or email. We're happy to discuss any details with you.
  

   
  

  Regards,

  Mycanadapayday Team

  ************************************************************
  **************************
  Tel: ************ Fax: ************
  Mon - Fri 8:00 am til 8:00 pm PST
  Weekends and Holidays: 9:00am til 5:00pm PST

• Initial Complaint

  Date:03/04/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business refuses to deactivate my online login, despite numerous clear requests asking this to be completed. Business referred to retention of information, which is not what I asked about. I asked to have my online login deactivated so no one else can attempt to access my login. Simple request that apparently this business cannot handle.

  

  Business Response

  Date: 04/04/2024

  We would like to extend our sincerest apologies for any issues you may have experienced regarding your request to deactivate your login to our customer portal.
  
  A request to deactivate an online login had not been previously requested by any of our customers, and because of this, our team needed to conduct thorough testing before proceeding with the deactivation process.
  
  We are pleased to inform you that our technical team has now deactivated your account as per your request. You should no longer be able to access the customer portal using your previous credentials.
  
  If you have any further questions or concerns, please don't hesitate to reach out to us.

  Customer Answer

  Date: 04/04/2024

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

• Initial Complaint

  Date:09/01/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am getting almost every day calls from this company and had never anything to do with them. **** ** *********** *** ***** ** ****. I do not want to speak to them nor did I ever spoke to this company in the past.

  

  Business Response

  Date: 12/01/2024

  Hi ********,

  Thank you for reaching out to us. We checked in our system and it seems the number belongs to one of our clients before. We have updated in our system and will remove the number ************ from our calling list. Sorry for any inconvinence caused.

   

  Mycanada Payday Team

  Customer Answer

  Date: 15/01/2024

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

• Initial Complaint

  Date:27/11/2023

  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.

  Received a call from this company, have no affiliation or business with them.

  

  Business Response

  Date: 28/11/2023

  Hi *******, 

  Thank you for reaching out to us. As we checked in our system, it seems that we got one client using the phone number ************** to apply the loan with us before and that is the reason we are trying to reach out to this phone number. We will mark it and remove this phone number from *********** list and you will not receive the call from us in future. Sorry for the inconvenience. 

   

  Sincerely,

  Mycanadapayday team

• Initial Complaint

  Date:21/09/2023

  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.

  Getting calls everyday from this company which I have never even contacted before. Don't know how they got my number

  

  Business Response

  Date: 29/09/2023

  Hi ******, 

  Thank you for contacting us. We checked in our system and your phone number 226-626-3843 is not located in our system. Therefore, we never called this number before.

  If necessary, please contact us at 604-630-4783 and we are happy to help you to figure this out. 

   

  Sincerely,

  My Canda Payday 

   

   

  Customer Answer

  Date: 30/09/2023

  
  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:10/07/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I keep getting called from this company 4 to 5 days a week. I have no affiliation with this company at all.

  

  Business Response

  Date: 17/07/2023

  Thanks for bringing this to our attention. Our policy is to remove incorrect phone numbers as soon as we are notified that the phone number on file no longer belongs to our customer. The phone number has been removed from the file, and you should no longer receive any more calls after today. If you have any additional questions or concerns, please get in touch with our friendly customer service staff at ************.

   

  Regards,
  Westrock Financial Ltd.
  

  Customer Answer

  Date: 17/07/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:29/05/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I keep getting called from this company 5 to 6 days a week. I have no affiliation with this company at all.

  

  Business Response

  Date: 01/06/2023

  We have updated our files and have removed your number from our calling system. Starting tomorrow, there will be no further communications to that number. If you have any additional questions or concerns, please call us back at 1-877-730-8406 and provide one of our friendly customer service agents will be happy to assist.
  
  
  
  

  Customer Answer

  Date: 01/06/2023

  
  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:14/03/2023

  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.

  February 28, 2023 - Unauthorized loan payment in the amount of $345.00 was made from my bank account to Westrock Financial. I have no such loan with Westrock Financial or any other loan company. As advised by my bank I closed my bank account. This was followed up by a phone call from Westrock Financial asking for payment or my file would be sent to a collection agency. A police report has been filed.

  

  Business Response

  Date: 15/03/2023

  Dear ****** ********

  It appears that your bank account , along with multiple other customers, may have been compromised as we have received a loan application under your name with your bank account information. We are completing an internal investigation regarding your account and have put into place additional measures to prevent this from happening again. We will not be sending this account, or any other account we suspect of fraudulent activity to third party collections and we will not be reporting this debt to either one of the credit bureaus. Furthermore, we advise that you contact both Equifax and Transunion and place a fraud alert on your file with them. We are willing to work with any police or other authorities regarding this matter and have filed a police report of our own with Halifax Regional Police, Barrie Police Department and the Surrey ****. The incident number with Halifax Regional Police is *********, Barrie Police Department Incident number is ********** and Surrey **** file number *****. If you have any additional questions or concerns, please contact us at 902-982-4287.

   

  Regards,

  MyCanadaPayday

  Customer Answer

  Date: 21/03/2023

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