Business Profile

Financial Services

Mogo

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Pattern of Complaints

Complaints

This profile includes complaints for Mogo's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

48 total complaints in the last 3 years.
15 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/04/2025
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.
MOGO is appearing in my equifax credit profile as an inquiry from September 13 2022. I have never inquired into Mogo or applied for their services. You must have made a mistake. I would like this removed from my credit report immediately.
Business Response
Date: 03/04/2025
Our records are in order and consent was obtained for the credit check, the resolution of this issue must be undertaken by the customer. We have reached out and provided information to help them resolve this matter directly with the credit bureau.
Initial Complaint
Date:03/03/2025
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 have a trade account with **********************. They began charging monthly fees without providing me with any information. When confronted They agreed to reverse the monthly fees which was assuring to hear. I told them that I wanted to close the account as the monthly fees were not with it. As such I sold my positions and initiated a transfer to my bank. Thus far I have initiated 2 withdrawl transfers to my bank and no money has shown up in my bank account. I am unable to close the account until the ********************** is recied and at the same time they keep charging me account fees. I have emailed them 3 times without a response.
Business Response
Date: 10/03/2025
Since receiving this complaint, we have attempted to reach this customer by email and phone on multiple occasions but have not been able to make contact. We have not received any response to our calls or emails. We have confirmed that the two transfers were withdrawn from our bank account and to date have not been returned. Based on this information we would normally assume the funds were received by the customer. Perhaps they were received and this is why we have not heard back from him. It would be great it he would get in touch with us so we can resolve this as soon as possible. Notice of subscription fees was emailed to customer 60 days prior to the effective date.
Initial Complaint
Date:07/02/2025
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.
Got a loan from them january 2024 had no issues until I lost my job due to a medical lay off, company has broken promises for deferred payments, I am getting almost daily emails from them threatening to send my account to collections if I don't respond. I have responded to close to all of there emails, but still get emails saying that I am not responding and that they will send my account to collections. Mogo has exhibited poor and dishonest business practices and is using threats to get me to pay, when I have explained my current financial situation numerous times.
Business Response
Date: 13/02/2025
Were reaching out to this member directly and are hopeful we will reach a satisfactory resolution.
Initial Complaint
Date:31/01/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In 2023, I took a loan from Mogo. It included an insurance which was supposed to help financial difficulty. We paid the payments on time.When lost my job, I told Mogo I told Mogo that I would be unable to make payments after the next one while unemployed and wanted to start the insurance that was supposed to help me with payments while facing this difficulty. Mogo said they would help but the insurance never got used and they just removed it from my account.They still took money from my bank account until there was nothing, even when I told them they are taking my basic needs. My kitchen flooded, giving us even more hardship. Because of Mogo's constant withdrawing without la care, this kept resolving in NSF fees which are now ****** in my account, so it baffles me that they refused to wait a few days for this settlement!)Mogo came at me with threats, harassing messages and phone calls to the point where they were even harassing my wife. They.Would.Not.Stop.They offered me a settlement, and I said I would take it but I would have the exact amount in a few days on my pay day and told them they would get it as soon as it appears, but hey had no empathy whatsoever despite my offering to show them proof that we barely had $50 to our name because we were waiting for payday.Why couldn't they wait a few more days to get their settlement money that way we could all be happy? Now we are told we *** the whole loan balance immediately and that a collections agency is going to come after us. What was the point of this when we were about to have the money?These account managers in the Winnipeg head quarters harassed us constantly and were absolutely horrible towards my wife and I: ******* *****, ****** *******, ***** ******, ********* *******, ******* ****. All of these Account Managers in ******** have made our life a living h*** and have no empathy. How anyone is allowed to treat people like this is absolutely ************* NOT TAKE A LOAN OUT WITH MOGO!!!
Business Response
Date: 06/02/2025
While we do not agree with all the points raised, we acknowledge that the situation could have been managed more effectively on our part. We have reached out directly to the customer and are hopeful that we can consider this matter resolved.
Customer Answer
Date: 10/02/2025

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.Thank you for the more than satisfactory resolution. This concludes our business.

Sincerely,

****** ****
Initial Complaint
Date:19/12/2024
Type:Service or Repair 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.
We have repeatedly requested to be shown our balance owing and have yet to receive this information
Business Response
Date: 27/12/2024
Hello, unfortunately we are not able to identify this individual based on the information supplied here. We have searched our database based on name, phone number, address, email but can't find a matching record. Could you please ask for additional information so we can respond to this customer. Customers are sent Snapshot email before every minimum payment that outlines their balance among other things. They can also request their balance through our automated Support Bot at any time. We usually ask for the email address associated with the MogoAccount as this would be the email address we communicate with. We look forward to your reply. Thank you.
Customer Answer
Date: 08/01/2025

Complaint: 22708202

I am rejecting this response because:
We have yet to receive the detail of what is remaining on ******* Taylors account and refuse to pay any interest associated due to the time lag of no information to pay this off and close this account
Sincerely,

******** ******
Business Response
Date: 08/01/2025
We cannot identify this customer. We asked for additional information so we can identify the correct customer. We have over 1 million customers so as it happens there are multiple customers with the name ******* ******. We must confirm the identity of the customer in question in order to respond to the inquiry. How can the complaint be rejected because they have not received the information they requested when we can't identity them in order to send them the information they requested. Could we please get the email address associated with the customer account, a date of birth would also be helpful. If you are able to login to your MogoAccount you can review your agreements and provide a loan number which would be sufficient. You could also email our department directly and provide this information, ********************************************* Do not attempt this through our live chat, they will not be able to assist you.
Customer Answer
Date: 13/01/2025

Complaint: 22708202

I am rejecting this response because: ********* email address is; ***************************** his birthday is ************* we need a statement of the loan amount, the payments made and the amount owing. he has tried on numerous occasions to request this through the app with no success. Thank you

Sincerely,

******** ******
Business Response
Date: 22/01/2025
We are sending an email to the customer via the email address registered to their account and are hopeful that this will close this matter as resolved.
Initial Complaint
Date:19/12/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Roughly a year ago in June, I took out a loan of $2000. Since then I have paid over $2400 with none of those payments being reflected on my account. ********************** has been threatening and harassing me to continue to overpay the loan despite me having multiple bank statements adding up to over $2000 in payments
Customer Answer
Date: 25/12/2024
I would like it to be explained why after paying over $2400 on a $2000 loan they are trying to harass me into paying another $1900
Business Response
Date: 03/01/2025
We are reaching out directly to this customer and believe we can resolve this situation. The product we offer is not a term loan but an interest only line of credit where minimum payments don't include principal. You must make additional payments to reduce the principal balance. No overpayment has occurred.
Customer Answer
Date: 03/01/2025

Complaint: 22707420

I am rejecting this response because: There absolutely has been an overpayment. It is deceptive to make that claim as I have paid in total $2400 to your company. You have repeatedly said you can lower the payment amount meaning I was never really paying the minimum. This company scams people out of money.

Sincerely,

**** *****
Business Response
Date: 08/01/2025
When we replied to the original notice, we mentioned that we would reach out to the customer directly which we have. As of today's date we have not received a response. The customer rejected our response before we emailed them. We have now emailed them and included a lot of relevant information that should be reviewed. If someone indicated to the customer that the minimum payment could be lowered it would be because they opted in to an optional service, optional services can be canceled at any time, canceling this would lower the payment. I want to reiterate that this is not a term loan with a set payment schedule, this is a line of credit where interest is assessed as long as there is a principal balance. Unless you make payments to reduce the principal balance, interest will continue to accrue. We recommend that the customer read the email we sent them where we let them know we would happily consider any reasonable offer to settle this.

Customer Answer
Date: 09/01/2025

Complaint: 22707420

I am rejecting this response because:

this is predatory and unacceptable. There was no optional services I was paying for, it was multiple emails from Mogo insisting the minimum payment could be lowered and that I could make smaller payments to pay off the loan. What did you do with the $2400 I have sent in Total? Multiple people have called you out on predatory practices and the fact you bully and threaten people via email. I have already stated that all further contact will go through the better business bureau.

Sincerely,

**** *****
Business Response
Date: 16/01/2025
We sent an email directly to the customer on January 16th and based on the contents of the email we now consider this matter closed on our end.
Customer Answer
Date: 16/01/2025

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:16/12/2024
Type:Service or Repair 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 reached out to MOGO for a line of credit. Was approved for $3000. I got the email saying I was approved and the payment was processing via e transfer but I never received the funds. I reached out to Mogo and was sent a blanket statement stating it was sent and I should recheck my email. I have auto deposit and can unequivocally say the funds were never received. Now Mogo isnt returning and of my emails, chats and voicemails with the expectation that I will pay for the money I never received.
Business Response
Date: 20/12/2024
Thank you for bringing this matter to our attention. At Mogo, we take customer concerns very seriously, and we regret any inconvenience caused by this situation.
After reviewing your account, we have confirmed that the e-Transfer for your line of credit was initially created and approved on Friday. However, it appears that due to a technical issuepossibly related to banking system updates or a timeoutthe transfer did not process as expected. Unfortunately, because this occurred after banking business hours on a Friday, so technically over the weekend, we were unable to reconcile our transactions until Monday, at which point we identified the issue and reissued the transfer immediately. Banks do not update their records in real time over the weekend, so internally, we had no indication there was any issue.

We understand your frustration, particularly since our initial response to your inquiry did not address your specific situation. In many cases, customers reach out because they have not noticed that the transfer has already been deposited via auto-deposit or that the notification email was filtered into their junk folder. Regrettably, this led to a delayed resolution in your case, and we acknowledge that our communication could have been more prompt and tailored.

We sincerely apologize for any inconvenience this has caused you and are committed to making things right. As a gesture of goodwill we will be waiving your minimum payment on December 31st. If you have any remaining concerns or questions, please do not hesitate to reach out directly to us, you can reply to the email we sent you from our Customer Experience team.
Initial Complaint
Date:11/09/2024
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.
They are the most aggressive company I have ever dealt with. Extremely rude, threatening and always using CAPS etc to scare you into paying. Then they threaten to contact your employer for whatever reason. Not only that but I am paying $166 biweeky for JUST INTEREST! i have health issues and less hours of work because of this but they call me multiple times a day and tell you they will waive a fee that doesnt end up waived. None of your money sent goes into the principal balance so I have been paying them for fun while I run out of money. I had to have a consumer proposal and they did not even pop up on the list of companies I can send to which is crazy and now I am stuck being harassed as if I dont have enough stress in my life.
Business Response
Date: 19/09/2024
We have reached out to this customer to address their concerns and to resolve this matter. We believe we have proposed a reasonable settlement arrangement and will wait for the customer to respond to our offer. Our line of credit product is an interest only line of credit not a term loan. Minimum payments consist of interest and fees, including fees for optional services. We reviewed the customer's account and reviewed various arrangements and offers that were made. One arrangement was honoured but the other was not as the terms of the offer were not met. We do understand that there may have been some confusion around these offers and arrangements and we have made some adjustments to the customer's account which we have outlined in the email we sent to them today.
Initial Complaint
Date:11/09/2024
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.
Aug 24. I clicked on the e transfer on Sept 8 for the 500 dollars and it would not work. The money is not in any of my accounts and I sent bank statements to prove that. Mogo Loans are making me pay 43 dollars every 2 weeks on money I did not receive. No one knows where the money went if it was a real e transfer.
Business Response
Date: 18/09/2024
We are having a difficult time getting a hold of this customer to address her concerns. We advanced the funds on August 24th by sending an e-Transfer to the email address on the customer's account. We received confirmation directly from ******* that the e-Transfer was accepted the same day it was sent. This explains why, when the customer went to click on the e-Transfer to accept it, they were unable to do so as it had already been deposited. We have only processed one minimum payment at this time so the customer is not "paying $43 every two weeks". We have also waived the upcoming payment so we have additional time to try and resolve this. We have tried calling the customer on several occasions but receive a message saying "cannot establish the call, other party may be busy". We aren't sure what is causing this issue. We sent an email to the customer yesterday but haven't heard back yet. Very occasionally, we have customers that reach out and say they did not receive their funds and the first question we ask is, does anyone else have access to your email inbox? An e-Transfer can be deposited into any bank account so providing a bank statement doesn't assist us in determining what happened. We would love the opportunity to chat with the customer and troubleshoot the issue for her. She can reach out to us by calling the number in the email sent by ****** from Customer Experience / Resolution Team or by replying directly to the same email.
Initial Complaint
Date:12/08/2024
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.
Mogo has offers on it's loans to increase the amount, more like a credit card with high interest but money. My account is a ********************** Mini line of credit. At the time I applied my financial situation was ok but I needed extra cash, but since that time there was too many issues I dealt with in life. My employer had many layoffs and a parent was suffering from cancer. I had to find ways to balance and pay off some debt, or at least help me out. I took the mogo account out but in that time many things factored in for paying up the principle but kept the account in good standing. The account allows for non principled payments but it was a biweekly amount of $65. I'm trying to pay out the loan which is $2500. The $65 bi-monthly is paying interest and I'm not sure what else is in that payment. I've had this loan for over 4 years and almost 5 years now totalling about $7800 calculated for 5 years. There were instances I paid more than the $65 so the current amount is now $61. Mogo offers upgrades or amounts to increase it, they claim it's a soft check and they approve it according to income etc. In the last few months Mogo has been sending promotion to update and upgrade my amount, I agreed to the first instance since it was a preapproval. I got denied after sending them 30 days of bank transactions and my bank account number, address, payroll deposits even though I'm full time employed with a high pay rate they denied the application. I've already told them I needed the extra cash to get me ahead since I've just had surgery this was in May of 2024. Today Aug., 10 2024 I got the same text, I tried it once more because I needed the extra cash because finally I can start catching up on delayed payments. I've fully recovered and working my full weeks plus my income has increased, still 30 months of bank transactions told them my situation denied, this is a scam.
Business Response
Date: 13/08/2024
The customer submitted this complaint before we spoke with him and this was already resolved by the time we received this official complaint. While we consider this matter closed, as a point of clarification the details contained in this summary are not accurate. Pre-approvals are not guaranteed and minimum payments include interest and fees for optional services.

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This business has 1 alert

Complaints

Customer Complaints Summary

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Mogo is NOT a BBB Accredited Business.