Complaints

• Initial Complaint

  21/01/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am writing to formally address a significant issue regarding the incorrect reporting of my recently opened loan with Easy Financial Services on my credit bureau. I opened a loan during the third week of December 2024, with the first payment due on January 3, 2025. As agreed, I pre-authorized biweekly payments from my bank account, and the initial payment on January 3 was successfully processed without issue. However, when I reviewed my credit bureau at the beginning of January, I was shocked to see this brand-new loan reported as derogatory. This has caused my credit score to drop by 30 points, despite the fact that the account is in good standing. I immediately contacted the EasyFinancial store, and while they confirmed that the loan is in good standing, they could not explain why it is being reported as derogatory. On January 12, I provided proof from ********** showing this error, as requested by the store personnel. Since then, I have received no follow-up or resolution. On January 16, I sent a follow-up email, and on January 17, I called the store again, only to be told a manager would contact me, which has not occurred. In the meantime, I have been forced to open a dispute with **********, which may take over 30 days to resolve. This delay has had significant repercussions for me: my credit score remains severely impacted, and I was declined for a credit card with my existing bank due to this erroneous derogatory report. Having maintained a good credit history with no late payments or derogatory accounts for several years, this situation is deeply distressing and has caused me undue stress and sleepless nights. This mishandling of my credit information is unacceptable. I expect Easy Financial Services to urgently investigate and rectify this error. I request that they credit me 1 biweekly payment as compensation for the time and stress I have endured due to their company’s mistake.

  Business response

  27/01/2025

  As discussed, your account is in excellent standing. We have reviewed and confirmed that our reports to the credit bureaus show no delinquencies. Therefore, we have opened a dispute on your behalf to have this matter corrected.
  
  Should you have any questions or concerns, please do not hesitate to contact us at any time at 1-************.

  Customer response

  03/02/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *******3, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  08/01/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I obtained a personal loan from easyfinancial in 2024. Apparently the loan included a cost for credit score monitoring ($10.50 per pay period). Each pay period I would receive an email from EasyFinancial stating that my payment was upcoming and was going to be automatically withdrawn from my account. In Sep 2024, I paid off the loan in full and was told by the branch that I would no longer have to make payments. After the loan was paid off, I stopped receiving emails that a payment was due, so I assumed that the loan was paid off and closed. Easyfinancial continued to withdraw $10.50 twice a month until I recently discovered this. I had to call the head office to get them to stop the withdrawals. They said that when i obtained the loan I agreed to pay this credit monitoring and that it was ongoing after the loan was paid off. I don’t believe this type of practice should be allowed. After I paid the loan, I specifically asked the branch if any more withdrawals would be taken out and they told me there would not be any more withdrawals. Also, I stopped receiving emails that a payment would be withdrawn. If the Credit score monitoring was still going to be withdrawn, I should have still received and email notifying me of this.

  Business response

  10/01/2025

  easyfinancial appreciates the opportunity to address the customer's concerns. It seems there was a miscommunication regarding the account. easyfinancial will be handling this case and addressing the issue internally. The company is currently working with the customer to resolve this matter.

• Initial Complaint

  06/01/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  The first loan I got back in November already I was tricked into almost signing a contract to have loan protection and credit optimizer put on my loan. I had to fight phone head office to have it removed. I got a call a few weeks later from a lady at easy financial and the first words out of her mouth were... I can offer you another loan or increase on your loan with absolutely no credit check at all. I declined at that time and that was fine. I got a call back on December 13th from another gentleman at the same branch and the first words out of his mouth were.. I can offer you an increase on your loan with absolutely no credit check. I went over this numerous times with him and I stressed the fact that if it is going to involve a credit check I do not want it. I was told and reassured there is zero credit check. They will not ding my credit score again for a second time. I find out later on that the branch does not record their calls. *** ********* ** *****. I have made multiple calls to the head office and nobody seems to want to do anything because the gentleman is ***** to his supervisor and stating he advised me there would be a credit check which is false.! He also tried to **** me into taking the employment insurance for $100 a month on 16-month term plus the credit optimizer which I made it clear before he made up the contract. I do not want that on there. He then proceeded to put it in. Big letters declined and try to trick me into signing it showing me is the client and when you read the small print it says decline for credit optimizer. Then he continued to *** to me and tell me that it's mandatory that I take this employment insurance for at least 90 days and then he could remove it which is absolutely false. I would like to hear from someone higher up in this company that will go and fix my credit score. I am tired of being **** to over and over and nobody wants to do a single thing about it.

  Business response

  10/01/2025

  We appreciate the opportunity to address the customer’s concerns and sincerely thank them for bringing this matter to our attention.

  At easyfinancial, we are committed to providing clear and transparent communication in all our interactions. We understand that the customer has since spoken with a member of our Resolutions Team, and the issue has been resolved. Once the branch staff became aware of the miscommunication, immediate action was taken to remove the inquiry from the customer’s credit file.
  We deeply regret any frustration or inconvenience the customer experienced during this process and take their feedback seriously as we strive to improve our services.
  We are grateful to the customer for bringing this matter to light and allowing us the opportunity to address it.

  Customer response

  11/01/2025

  
  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

  22/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I sent an e-mail to someone from Easy Financial and never heard back. I guess it is an unmonitored inbox. I don’t have the patience to get on the phone as I’m at work. This is the only feasible way. Not only am I getting ****** on interest, but now a derogatory is marked on my credit which is an R7 and I want to personally thank these guys for ruining my life , again. You guys were part of the reason I went through consolidated credit , then I was stupid enough to come back again . I definitely won’t be after this. * ****** **** ** **** *****. I e-mailed about payout as soon as my funds from my rsp are clear, I am getting rid of this account under the condition to please remove that derogatory mark. I did not miss a payment and was not made aware. There is no letter or e-mail stating so. ****** ** ******** **** ** ******* *** **** ********* ** **** ** ** *** ******* ****** ****** *** *** ********** *****. There also have been no phone calls on my cell or work phone. I also checked app and there is no missed payment. I guess that doesn't record that, which was a waste of my time. It is because of you guys I couldn’t get over draft, or even a bank loan, now I have to take out of my rsp. Oh well! I would have never came back if I wasn’t desperate, which got me into trouble anyway .A so called friend needed help and I helped so this should be friends bill. Not only am I out of money but now my credit sucks! Fix my credit report and I will gladly pay you in full because this is ridiculous. ** ****** **** *** ******** *** ********* 

  Customer response

  25/11/2024

  ****** *** ***** *********** ** I paid them today less the amount they’re going to withdraw as pre authorized debit . **** *** ***** **** . 
  
  I still need that derogatory removed from my credit as I don’t know why they did that . It makes no sense to me and the past is the past .  I still have no record of nsf , and I sent that letter from Consolidated Credit for this loan . My profile was not marked  before to my knowledge before and why now ?? If I knew that was going to happen  , I would have declined the approval. 
  
  I learned my lesson about the not paying a loan to term .  The only reason why I was there anyway was for my partner at the time and then had to go through consolidated credit .
  
  This time I panicked thanks to a so called friend but I can rest assure , I will never again help anyone. 
  
  The first time was different or so I thought.  Because , this so called friend is a social worker ……. Profession means nothing and to be more honest I fed her and her daughter , paid for car repair and lights because they were cut and cold .  In total was over $5000 and I got back so far less than $500 .  You’d think 20 plus years would mean something as friends but nope  . Painful lesson but my life is painful anyway. 
  
  It’s no point for me to go to ********** and it’s no point for court as I’m not getting a lawyer .  Lol 
  
  I know so far I paid over $1000 interest and that is not good enough either. However , that is the least of my worries right now. 
  
  Lesson learned about returning as a customer as well.  If I am ever stupid again , I rather be dead to be honest .  The stress this news has caused , is unbelievable. Seeing my score today , made me so mad because I worked so hard to almost hit 700 . Now it’s like what , 587…..  
  
  I guess I can kiss a possible mortgage good bye . I should have went for it when I was pre-approved over a year ago and between the 6-7 year mark of that consolidated credit mistake . 
  
  I’ve already felt ****** about my life, but this broke me ……
  
  I would appreciate help. I am sorry that I am upset .
  
  How would you feel if this happened to you ?  
  
  If someone can pull a Christmas Miracle , please do so . I don’t know what I did to ever deserve this …. Consequence of being a good person . I hope Karma goes after those who did me wrong but it seems karma strikes me ….. Especially with this …..
  
  Thanks 
  

  Business response

  29/11/2024

  easyfinancial wishes to express gratitude to ******** for collaborating with customer service to resolve the issue. easyfinancial apologizes for any discrepancies that may have appeared on the credit report and has taken measures to remove the derogatory flag on the loan. The reason for the derogatory flag was due to a loan from 2013 that was paid out through credit counseling, which caused the error on the report. The easyfinancial credit bureau team is actively working with ********** to correct the status. Once the information is updated, the customer should notice the change within 30-45 business days. If the discrepancy persists after 30-45 business days, the customer is encouraged to contact the easyfinancial customer service team at 1-************, available Monday to Friday from 8 am to 8 pm and Saturday to Sunday from 10 am to 6:30 pm EST.

  Customer response

  29/11/2024

  
  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. Thank you to you all . 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  18/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a loan with Easyfinancial that was paid and processed on September 9th. I called to verify it was paid in full and they said there was some interest owing which would come out on my next withdrawal date. Nothing was taken out until October 31st. They took the normal payment of $258. Then on Nov 14th. They took another payment for $258. So now I am paying for interest on interest charges. They should of taken the payment in September and not the end of October when their interest rate is $12.24 a day. This was not my error and I would like these payments stopped as the loan was paid in full from ** ****** ***** and reimbursed for the 2 payments taken after it was paid.

  Business response

  21/11/2024

  easyfinancial appreciates the opportunity to address the customer's concerns. We experienced a systematic error that prevented the payment from being withdrawn on the scheduled date. As a result of this error, easyfinancial will address the matter by backdating one of the payments that was withdrawn and issuing a full refund for the second payment. Additionally, we will update the credit bureau to reflect that the account has been paid in full. There is currently an ongoing discussion with the customer and a resolution Agent with getting the issue resolved.  

  Customer response

  21/11/2024

  
  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

  14/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received several emails that I've been approved for an extension loan without no credit check inquiry and a reduced APR. Before I accepted this offer I specifically asked if there is no credit check inquiry and I was told that there is none because this is an internal offer from an existing loan. Few days after the deal was done I got a notification that on Sep 12 I had a credit check inquiry from Easyfinancial (Goeasy LTD). I called the branch to remove it but they are refusing to communicate.

  Business response

  19/11/2024

  Clarification Regarding Credit Check Process
  
  Dear ****** *********,
  
  I understand your concerns regarding the credit check performed on your credit report. Please note that the initial offer is not based on a full credit check, but rather a soft inquiry, which provides us with an overview of your credit report. However, once you accept the loan offer, you must consent to a hard credit check. By accepting the loan, you provided your consent for this hard check, which was then performed in accordance with your approval. Since you accepted the offer, consented to the loan,  and accepted the increase we  will not be able to remove the  credit check at this time.
  
  I apologize for any confusion or misunderstanding regarding the loan increase that was offered to you.
  
  Kind regards,
  
  Easy Financial
  

• Initial Complaint

  07/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I applied for a loan a while ago from easy financial! I was paying and I had insurance on my loan! I fell ill and had to stop working and as a result I am on Ei! I informed easy financial that I am going back to work and can pay in January I am being harassed beyond measure since September I even gave several documents and proof and my insurance form signed by my doctor and they aren't accepting it! They call on holidays they call on weekends, they even argued on the phone with me telling me they were going to get me fired from my job, they told me ask my friends and family yo borrow money and I told them I did my part I have insurance and can pay in January now they are calling and hanging up 6 times a day! This is wild that it's ok

  Business response

  15/11/2024

  Easyfinancial is taking the opportunity to address the customer’s concerns and provide clarifications regarding their account.
  After full review of the customer’s account, we can confirm that a claim was filed with ******** due to the customer's medical leave. However, the submitted claim lacked certain required information. Both our branch and ******** have made efforts to communicate the requirement for additional documentation from the customer's physician; however, we have yet to receive a response.
  Easyfinancial has made several attempts to contact the customer, unfortunately without success. Consequently, as the account is currently in arrears, collection activities will proceed in accordance with the contractual agreement. The customer has been informed that their claim will be reopened upon reception of the necessary information from their physician. We strongly encourage the customer to engage with our team to make necessary arrangements and ensure all follow-up actions are conducted in a timely manner. Thank you

• Initial Complaint

  27/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a loan with them but have since joined ****** *********** ******* program to help with my debt. Easy financial has been receiving payments but are constantly harassing me and bullying me to repay them when I have an agreement already. I’ve repeatedly contacted them to advise that I am with ***, they accepted the proposal and to contact them and I am not supposed to contact my creditors as part of the program. They have been causing mental health issues to me and I want them to stop.

  Business response

  05/10/2024

  
  Easyfinancial would like to apologize for the inconvenience this may have caused to the customer. We value our customer’s feedback and welcome the opportunity to review current processes and assess where improvements can be made moving forward. After reviewing the account, we can confirm the customer is still under credit counselling. We have reached out to the customer’s local branch and provided the proper coaching to make sure that the customer is not contacted while they are on ***. There will be notes left on the customer’s file confirming any contact regarding the customer’s loan should be directed to the Trustee.
  
  Easyfinancial would like to thank you for giving us the opportunity to correct the situation at hand.
  
  Regards,
  

  Customer response

  05/10/2024

  
  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. Should more contact be made, another complaint will be opened and will reference this first complaint.
  
  Sincerely,
  
  ******* *******

  Customer response

  07/01/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  This is the second complaint I’ve had to make with them. The first one they said the exact same thing. Since that claim and since they agreeded to stop reaching out to me, they can continued to call and email and harass me for a payment. Every time I have directed them to *** but they stil kept calling and pressuring me. This has caused a lot of stress as they said they would garnish wages from work if it’s not paid. This caused me to miss work and have some really bad stress. Since this is the second claim, I am wanting them to eliminate my account. 
  
  Sincerely,
  
  ******* *******

  Business response

  14/01/2025

  Thank you for reaching out and sharing your concerns with us. We sincerely apologize for any distress or inconvenience caused by our communications. We understand how difficult it can be to manage debt, and we take your situation seriously.
  
  We are aware that you are now enrolled in a debt management program with the ****** *********** ******* (***). We apologize for any misunderstanding or oversight on our part in continuing to contact you directly. We respect your agreement with *** and will ensure that future communication is directed to them as your representative.
  
  Please rest assured that we will immediately update our records and cease any further direct contact with you. We understand the importance of adhering to the terms of your program and will work closely with *** to ensure that all matters related to your loan are handled appropriately moving forward.
  
  We deeply regret any impact this has had on your mental health and want to assure you that we are committed to resolving this issue in a respectful and professional manner. If you have any further concerns or need assistance, please do not hesitate to reach out to us or to *** directly.
  
  Thank you for your patience, and again, we apologize for any undue stress caused.

• 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
  
  

  
  

*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. ↩