Complaintsforgoeasy Ltd

• Initial Complaint

  03/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I applied for and received a loan from Easyfinancial. I fell behind on my loan as a result of job loss. I notified them numerous times to stop the harassing phone calls to both myself and my mother. They call upwards of 5 times per day. I have notified them of my current financial position and have let them know that they can either send me to collections of they must, or wait till the date I gave them for when I can start making payments again. Yet, still, they call. Every day of the week, at all hours of the day.

  Business response

  23/05/2024

  easyfinancial has reached out to the customer and come to a resolution. easyfinancial never wants our customes to feel like we are harrassing them. easyfinacnial does require the customes to make payments on time and when an account is past due we do contact the customer for payments. easyfinacial has helped the customer use the insurance on the loan to get any payments that were made during the period of unemployed, put towards the loan. 

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I took a loan out and paid it off quite quickly. During the time I was paying it off I asked am I going to get any surprises? I asked again if they were going to take anything out of my account and I was told no because I had paid off. Today I found $21 taken out by easy finance and they were saying it’s for something to do with a credit thing. Now when I asked if there was going to be any surprises for any more money taken out and they said no they did not tell me about this apparent separate part of their policy. I have had loans before for music finance and I consistently feel like they take advantage of me because I pay them off early and they clearly don’t get their moneys worth. Had I not paid off the loan early it would’ve been 14,000 instead of 4000 for a $2000 loan. At which point does it become a criminal? I’m fed up of easy finance taking advantage of people in need and I want my $21 returned

  Business response

  14/05/2024

  easy financial takes responsibility to advise the customer of any additional services and charges that will occur after the payout of the loan especially when the customer has asked multiple times. Due to this gap that occurred in our customer service, easyfinancial has refunded the payment of $21.41. 

  Customer response

  17/05/2024

   
  I just received your letter today and would like to inform you that the matter has been resolved.
  The company has returned my money via the bank.
  Thank you for your efforts concerning this dispute. I am sure that my complaint is what made them decide To play fair.
  ** ** ****** **** ******* ** ** ******* ** *** *** ** *****
  I was glad I had the BBB to reach out to otherwise I think it might have been a different outcome.
  * **** **** ******* **** ** ****** *** ********* * *** *** *** **** ** ** **** I will never deal with that company again. I will also advise others not to either.
  Go easy did admit that their sales rep should have advised me that there was another piece of paper to be signed after I asked three separate times.
  * ***** ****** * ***** **** *** *** *** **** *** **** ** **** ** *** I will happily speak out if the problem occurs again *** *** **** *** ********* ** ** ***** ******** ******** **********
  Again,
  Thank you
  
  

  
  

• Initial Complaint

  25/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Easy Financial ******** **** *** ** ******* ** *** *** Canada +1 ***** ********  On March 8th 2024 I was offered a deferral agreement for my payment of 133$ from March 1st 2024. Original payment of April 1st would proceed as agreed follow the agreement signed. I had stated on March 8th at 11 am I would reach out on the 19th of March then I was sent the deferral email March 8th at 4:45 pm. On March 19th I recieved a email demanding payment for March 19th 2024 which goes against the deferral arrangement, the employee Victor had got me to sign a deferral agreement under false and misleading information. I have been trying to communicate through email with zero response and now being threaten with legal action for $354 even tho I am receiving zero reponse to resolve the payment of 133$. **** *** ********** ** ***** ********** They will phone me up to 6 times a day, everyday even after stating communication shall be done through email only which are going unresponsive.

  Business response

  01/05/2024

  Easyfinancial would like to address the customer’s concerns and provide some insight into the recent issues with their local branch. First and foremost, we’d like to apologize to the customer for any misunderstandings regarding their arrangements.

  Upon careful review of the customer’s file, we see that customer’s concerns have been addressed at branch level.

  To better accommodate the customer, the branch manager has waived the non-sufficient funds occurred on her last contractual payments of March and April. Her account is now up to date. The customer has been advised, that moving forward, she can request to only speak to the branch manager.
  

  However, to clarify few concerns, the customer’s account was past due when the branch reached out to her for the deferral email. The email was offered to help keep the account up to date since the customer was late on her payment of 03/01/2024. As per the emails, the customer informed that she’d reach out on the 19th of March to make up her payment. Deferrals are either made to keep an account current or to fully skip a payment.
  This is not the first time the customer read and agreed upon a deferral email. It appears for this arrangement, there was a misunderstanding between the customer and the representative, and for that, we’d like to sincerely apologize to the customer.

  Concerning the legal email, because the customer’s account was more then 15 days past due, with failed attempts of reaching them, it has been brought to the Resolutions team’s attention that the email was sent unintentionally. With that being said, we appreciate the customer bringing this issue to our attention as it will allow us to address this internally and provide better training to our employees.

  Furthermore, it is important to note that the calls are not intended to harass the customer, these are usually system generated. When the customer’s account is delinquent, he/she will receive generated calls/emails in attempts to make payment arrangements. However, we’ll leave a note on the customer’s account to make any attempts of reaching them via email! Since certain discussions can only be held via telephone, we encourage the customer to call their local branch or the customer service department when need be!

  Should the customer have any other questions or concerns, they can feel free to contact us. It’d be our pleasure to assist!

• Initial Complaint

  21/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I applied for a loan with this company. WIth many representatives who failed to explain the procedure as to how they help me get a loan. Also all the representatives have different information for the same questions. They all fail to help the consumer and do not disclose the steps they are taking. I spoke to a Reperestnatives on Tuesday saying that i may not take the loan due to the outragoues terms and may be cancelling the loan. He told me to call by friday if for sure I was to cancel the loan. I call the customer service number on on Friday and no department or representative is able to help me cancel my loan. I told them if their company tries to take Pre -Authorized payemnt for loan that i did not accept it would be agaist the law and the goverment agency would have to get involved. They put me on hold. The complaints department number is not the right number and everyone on the other side of the phone is unhelpful and does not know the the products or how to potray the information to custoemrs.

  Business response

  29/02/2024

  
  We take all feedback seriously and sincerely apologize for any inconvenience experienced by the customer.
  
  We have made attempts to reach out to the customer to discuss their concerns further and gain a better understanding of the situation. However, the customer has informed us that they refuse to engage with our staff on this matter.
  
  Customer feedback is invaluable to us, and we are eager to address any issues or misunderstandings. We strive to provide clear and accurate information to all our customers, and we regret any confusion that may have arisen during the loan application process.
  
  As per the customer's request for no further contact, we have confirmed that the loan is closed, and a letter stating the same has been provided to the customer.
  
  We thank the customer for bringing this matter to our attention and want to remind the customer that we are still interested in understanding their feedback and providing support where necessary.

  Business response

  29/02/2024

  
  We take all feedback seriously and sincerely apologize for any inconvenience experienced by the customer.
  
  We have made attempts to reach out to the customer to discuss their concerns further and gain a better understanding of the situation. However, the customer has informed us that they refuse to engage with our staff on this matter.
  
  Customer feedback is invaluable to us, and we are eager to address any issues or misunderstandings. We strive to provide clear and accurate information to all our customers, and we regret any confusion that may have arisen during the loan application process.
  
  As per the customer's request for no further contact, we have confirmed that the loan is closed, and a letter stating the same has been provided to the customer.
  
  We thank the customer for bringing this matter to our attention and want to remind the customer that we are still interested in understanding their feedback and providing support where necessary.

  Business response

  29/02/2024

  
  We take all feedback seriously and sincerely apologize for any inconvenience experienced by the customer.
  
  We have made attempts to reach out to the customer to discuss their concerns further and gain a better understanding of the situation. However, the customer has informed us that they refuse to engage with our staff on this matter.
  
  Customer feedback is invaluable to us, and we are eager to address any issues or misunderstandings. We strive to provide clear and accurate information to all our customers, and we regret any confusion that may have arisen during the loan application process.
  
  As per the customer's request for no further contact, we have confirmed that the loan is closed, and a letter stating the same has been provided to the customer.
  
  We thank the customer for bringing this matter to our attention and want to remind the customer that we are still interested in understanding their feedback and providing support where necessary.

• Initial Complaint

  19/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  EasyFinancial Services has called me 5 times today with the frequency increasing for 2 overdue payments. I do not have any issue with them contacting me once a day to remind me of the payment as I absolutely own up to the fact that I have started a new job and as I explained to the rep I spoke to last week I need to wait until my payday on the 19th. They have called me 5 times today while I am at work and not left a voicemail and harassing me to the point where my employer is now wanting to speak with me. This is unacceptable and I would like for it to stop. I understand the easiest way for them to stop is to have the bill paid and up to date, however I cannot pay them before I get paid - but I do not require 5 phone calls (so far today) to be made to my phone. My account number is ******** Past due balance is $342.48

  Business response

  02/02/2024

  Hi,
  

  Thank you for the review. Easy Financial does apologize for calling the customer many times after letting the agent know that would not be able to pay due to the job change. After my investigation the reason Easy Financial was calling multiple times is because the customer did miss a payment and no arrangement was set up on the account. Easy Financial did not receive any response from the customer and per the loan agreement the customer needed to make an arrangement or put a hold on the account, if the customers does miss the contractual payment. If the customer  still requires any assistance please give Easy Financial a call at 1-888-502-3279.
  
  

• Initial Complaint

  12/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Submitted bill payment on Jan 5 2024 using *** for the amount of 10,600. Total owed to Easy Financial was 10, 415. Payment cleared with Easy Financial on January 10, 2024. Contacted Easy Financial requesting refund of difference. Advised 10 days for refund or provide statement from Bank as possible bounce back for insufficient funds. Makes no sense as bill payments from Bank account r used from funds available. If no funds were available in my account, no bill payment would have been processed from ***.

  Business response

  19/01/2024

  We appreciate the opportunity to address the customer's concerns and provide insight into the recent issue regarding an overpayment and the subsequent delay in processing the refund. We sincerely apologize for any inconvenience caused to the customer during this process.
  
  Upon careful review of the customer's case, we acknowledge that there was a misunderstanding on the part of our customer care agent in comprehending the specific nature of the refund request, and as such we would like to express our gratitude to the customer for bringing this matter to our attention. Their feedback is invaluable in helping us identify areas for improvement within our processes. We have taken steps to address this misunderstanding internally and reinforce the importance of accurately responding to customer requests.
  
  We understand that the customer has engaged with a member of our resolutions team, and a refund has been  issued to rectify the overpayment.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I took out a loan with Easy financial May in 2022 and I decided to renew my loan in June 2023 as I needed extra funds. However, due to a recent separation , there’s been a decrease in household income and I can’t afford to continue paying my loan with the company anymore. I filed a consumer proposal, however Easy Financial has continued to withdraw funds from my account, which has resulted in NSF fees, and have been calling me a ridiculous amount of times. At one point, they called me 9 times back to back nonstop. Once a consumer proposal has been filed and creditors have been notified, you receive what is called a legal stay of proceedings. This stay provides you with immediate protection from further creditor actions. it’s illegal to contact the person and all collection activities must be stopped, it’s the law. I wish for them stop trying to withdraw payments from my account and to stop calling me. Account number is ********

  Business response

  05/01/2024

  We appreciate the opportunity to address the concerns raised by the customer regarding their experience with our company. We extend our sympathy for the customer's situation and any inconvenience caused by the delay in receiving the necessary information to process the creditors' package related to their consumer proposal.
  
  To provide context and clarity, we would like to outline the timeline of events:
  
  December 22, 2023:
  Upon understanding the customer's request during our communication with them, our staff promptly initiated a hold on the account. This precautionary measure was implemented to allow adequate time to receive the required information from the trustee's office. We recognize the importance of responsiveness to customer requests and implemented this hold in accordance with our internal procedures.
  
  December 31, 2023:
  Regrettably, the creditors' package related to the consumer proposal was not received by our office until December 31, 2023. We understand the significance of this delay and acknowledge that it may have contributed to continued collections attempts in that time frame. 
  
  It is important to note that our standard practice aligns with industry regulations, and we diligently follow the requirements regarding consumer proposals. In the absence of the necessary information, our procedures involve continuing collection efforts as per the expectations outlined in our agreements with customers.
  
  We can confirm once the creditors package was received from the Trustee,  the file was actioned accordingly. 

  Customer response

  05/01/2024

  
  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

  02/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  *** ** ** ****** **** ** * **** ************ ******* ** *** **** they consistantly practice ******* activities and i have every intention of taking this as far as i can to resolve this and hopefully make a difference for other vulnerable people going thru difficult times and not get involved in such a ******* company to make things even worse for them. Went thru some hard times had to get another loan from ez with much regret. long story short is that i could fill this form with complaints of them using there what seems disorganization to there advantage but i had nmade arrangments with them to pay off loan to stop the beyond outragious interest and ******* charges in the amount of around 7800.00 with the supposed balance of approx. 8200.00. i explained i was pulling equity from my house which is a slow process and updated them consistantly. origanily the lender just need a dollar amount but just before the lender was sending my lawyer the papers to sign they now wanted a statement. I then spent alot of time calling so many different numbers and alot of emails just to be told they could not provide me with a statement because it had gone to collections? that was approx. dec2nd unable to getr a statement or a name of the collection company being told its been 90 days since a payment and no way of getting any info i checked ******* and they report a payment in oct? funds got held up and almost cancelled but now theres a significant hold back . its now end of december stilll no info after i spent days trying to get a simple amount even had the lawyers office and a rep from consumer credit contact them? So this cant be right greasy way of charging more interest and charges that i have no othe roption to pay yet im here still with the funds to try getting this out of my life and repair there what cant be legal activities. all i got is the balance owing of 8660.00 from ******* why cant i just pay it! went to great lengths to get this corruption out of my life but they re

  Business response

  04/01/2024

  easyfinancial wishes to thank the customer for sharing their recent experience and their frustrations in attempting to payout the loan in full.

  A full review of the customer's file has occurred and it can be confirmed that due to multiple payment issues, including missed payments, partial payments and payments being returned as account closed has impacted the total repayment term and original loan contract details.

  easyfinancial recognizes that the customer was making attempts to make a final large payment to close the loan in full but due to no payments or arrangements being made in over 90 days the debt was written off, this was notified to the customer on multiple occasions via email and phone calls. Understanding the customer was ultimately able to receive the funds for final payment, a legal account manager was able to work directly with the customer to accept a payout of the full balance owing which has since been paid and resulted in the loan being updated as closed and paid in full. An update should be seen on the customer's credit bureau in 30-45 days accordingly.

   

• Initial Complaint

  18/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been a customer of this company since December 2013 and haven't had a problem until December 1, 2023 when they withdrew $185.90 from my bank account.That is one payment beyond the end of lease agreement.As per ********** this lease agreement ended on October 27, 2023.The payment on November 1st 2023 should have been the 36th payment on the account. I contact Shawn on December 1st 2023at Sydney store and explained that the lease end October 27 2023 and the last payment was taken November 1st 2023.I let him know that the first month December 2020 I was given a free month and made 35 payments that ended on November 1st, 2023. Shawn told me they give a free month to repeat customers. Shawn said he looked at the account and said he sees what I was saying and was charged an extra month. He proceeded to tell he would have to send this to Ashley at head office to review before they could return my money. I called back on December 11 2023 to see when I was getting my money back as this left short financially for December. Shawn said he hadn't heard back from Ashley but he would contact Ashley then he ask me if I need the money. Stupid question to ask,why would I be calling. It's been over 2 weeks since I called to get my money back and seems like nobody is doing anything about it.It took all of 2 seconds to take the money from my bank account but it seems like its going to take forever to get it back. The only settlement I want from company is my $185.90 put back in my bank account. Christmas is hard enough but this company has only made more difficult for me to deal with.

  Business response

  21/12/2023

  
  easyfinancial would like to thank the customer for their feedback. The resolution team would like to confirm that we had a word with the concerned easyhome store and addressed the customer’s concerns. The store manager has confirmed that there was some misunderstanding and the free month was considered as free time off the lease and not as a payment. There is a ticket raised for the refund. The store manager has also confirmed that a store representative will reach out to the customer personally and help the customer with the refund.
  

  Customer response

  29/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:I have not received the refund that  EasyHome said they would refund to my bank account.
  
  Sincerely,
  
  ***** *****

  Business response

  04/01/2024

  Thanks for letting the company know your concerns. The store manager who was working on customer's refund has just confirmed on call with customer that she has received the refund on Dec 30th,2023. The refund was reversed to the same debit card of the customer that was use to make payment. The company appreciates customer's patience during this time.

  Customer response

  08/01/2024

  
  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

  05/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hello BBB, I would like to file a formal complaint with you against Easy Financial. I am also seeking legal suit against the above business too. My family was misled by branch manager Harinder. I originally asked for a 50K loan. I then got talked into a 75K loan. I have had many short term loans in my life, but never experienced the **** and ********* of Harinder at Easy Financial. Upon signing I see an amount of 82K +. I didn’t question it at the moment until after the fact conversing with my wife. Usually all fees are included in the principal loan amount. This individual new my mortgage was renewing in a years time. I expressed that I would absorb this loan as I refinance my mortgage. Instead this individual signed up my family for a second mortgage apparently. I renewed my mortgage early just under a year and ask to have a payout balance of my loan. Harinder told he would have to request from head office and it would take 2 days. I waited 3 days, and called back. Spoke to someone different that gave me a payout of in the 70’s. All wanted to is pay off my loan. All my other creditors gladly gave info without a hiccup. But not Harinder, knowing that I want to pay off my loan. It took over a month to close my mortgage from the original date, because of Easy financial. Not only that, but sends a payout of more than I signed up for. How does this happen. He also uses my wife’s maiden name on the contract and check, and states this is a better name. Who does this? We had a very hard time negotiating check at bank because of this also. I expressed my concerns to head office time and time again without any response, until I sent Jason M. CEO an email that made them reply. I then got pushed to the resolution team. All that they have been doing is using my information to try to defend themselves over and over again. My mortgage had a short fall of almost 45K because of this company with their delay tactics. I will also be contacting the media regarding the abo

  Business response

  11/12/2023

  easyfinancial appreciates the customer sharing their concerns directly with the business and the goeasy Resolutions team to ensure the matter could be investigated and addressed accordingly. The customer was able to speak directly with members of the Resolutions team and goeasy's national shared service center and an amicable resolution was able to be agreed upon and actioned.

  It can be confirmed that upon review the appropriate steps were taken when the original secured loan was sold to the customers that included all costs of borrowing (including optional products, prepayment penalty fees, etc.) being disclosed both verbally and in writing in several sections of the agreed upon and signed loan agreement. As goeasy prides themselves in being transparent and clear with all costs of borrowing, the customer has been reminded that all costs are provided in the Letter of Direction to ensure all customers are fully aware of the costs associated with their secured loan and the total amounts that would be required to be repaid at the end of the contract obligations.

  An investigation did occur internally to understand if any delays or misinformation was provided by the local branch at the time of the customer's request to payout the final loan balance and the investigation did not find any wrong doings. The staff actioned the customer's request to payout the loan which required a written request to be submitted to the administrative team (internal process) and this was actioned and responded to the customer within the expected time frame. A secondary request was made by a third party representing the customer for the payout statement and as per the required administrative process, the third party was requested to provide authorization by the customer - this again was received and actioned within the expected time frame causing no further delays or unnecessary periods of time to complete.

  In the end, the customer was able to make the full and final payment associated with the secured easyfinancial debt and an agreement was made with the customer and resolutions team to ensure the company and customer are both satisfied going forward. As easyfinancial takes all customer's experiences seriously and although the payout process was confirmed as within the company's current processes and expectations, it is always helpful to understand how the customer's experienced each situation to review where a better experience may be possible going forward.  

  easyfinancial can confirm that this matter has been resolved directly with the customer.

  Customer response

  11/12/2023

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

*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. ↩