Complaints

• Initial Complaint

  30/01/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called loan express today to find out why my my account was put on hold and was told by the manager, who's name was "accidentally" not mentioned, that because I filed a complaint with the BBB in the past, that they are refusing to give me a loan despite the fact that the initial problem regarding my bank account has been resolved.

  Business response

  30/01/2025

  Hello.  This customer did not meet the criteria to be approved for a loan.  BBB reviews are not factored into that criteria. The decline occurred before the review was made.  Upon Decline the customer threatened to go to the media if they were not approved.  Due to harassment by the customer the account has been closed.

  Loan Express Management

  Customer response

  31/01/2025

   
  Complaint: 22874374
  
  I am rejecting this response because:

  I now meet the criteria to apply for a loan, but am being refused in retaliation. Their accusations of harassment are false as well. 

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

  Business response

  31/01/2025

  Hello.  Your account has been closed.  This cannot be reversed.  

  Customer response

  31/01/2025

   
  Complaint: 22874374
  
  I am rejecting this response because:

  I now meet the criteria for applying for a loan. There was an issue with my banking that has now been sorted out. I believe I am being refused service out of retaliation. 

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

  Business response

  31/01/2025

  Hello. Your account has been closed.  This cannot be reversed.  

  Customer response

  03/02/2025

   
  Complaint: 22874374
  
  I am rejecting this response because:

  This can and will be reversed. 

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

• Initial Complaint

  26/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Someone took out a loan with Loan Express using my information. I have filed a police report and let Loan Express know. I did not receive any money and I did not sign any agreements. They did a trace and confirmed the money went to someone else. They are still expecting me to pay the loan back and will not put a freeze on the loan. They said it's because "the loan is under my information".

  Business response

  31/01/2025

  Thank you for reaching out to us.  We are assisting with your police investigation that is looking into the fraudulent activity done on your personal email.  Please keep us posted with the outcome.  Thank you.

  Customer response

  31/01/2025

   
  Complaint: 22608419
  
  I am rejecting this response because:
  They have said they will provide police with requested information but still hold me responsible for loan fraudulently taken out in my name. 
  
  Sincerely,
  
  ******** *******

  Business response

  03/02/2025

  Hello.  We don't know that the loan was taken out fraudulently. That is up to the police to decide.  The loan has been put on hold until that determination comes in.  

  Thank you

  Loan Express.

  Customer response

  11/02/2025

   
  Complaint: 22608419
  
  I am rejecting this response because: I have already been told multiple times by Loan Express that they do not care if it was me who took out the loan and that i will be held responsible either way. 
  

  It is your responsibility to have appropriate authentication systems in place, like requiring secondary authentication when signing in from an unknown IP address. I wont accept responsibility for a loan that was fraudulently obtained under my name by someone else. 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  13/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ************ is fraud!!!! They solicited me. purchased my personal information from some 3rd party company. Allegedly Mailed me a check that some how some way someone cashed, and now Im having to suffer from the ramifications of this ************ has ruined credit score and has basically told me that this is a My Problem.They have now reported this fraudulent account to my credit bureau and ruined me credit credit.

  Business response

  13/11/2024

  Hello. You have the wrong company. We do not do any of the things you mention.  It's possible someone is impersonating us.  It sounds like you have been the victim of a scam.  

• Initial Complaint

  25/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed a contract for an instant etransfer loan at 1:00 am and was told the money would be in my account within 5 min. I have borrowed from this company several times and never had an issue receiving money. It has been 9 and a half hours and I still have not received my funds; although it says I have an active loan on my account. I have emailed several times with no response and I have tried calling and it says the phones are closed. I am now going to have to pay back a loan that I never received. I want some answers.

  Business response

  07/10/2024

  Hello.  Apologies that it took a while.  Sometimes transfers are blocked by interac.  They nay do this for security for your account, to investigate the transfer etc.  We have no control over when or why they do this.  After many hours they eventually unblock or reject the transfer.  I see you did receive the money.  Thank you for reaching out.  

• Initial Complaint

  20/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 5 2024 I applied for a loan with loan express. The money from that was then e-transfered to an email that someone else had access to and received my loan instead of myself. Loan express then did an investigation and found the person who claimed my Loan. The person named in the images also deleted all my contact emails with loan express customer service.. ********************** is now making me pay back a loan I never received. On Feb 16, they took $97 from my account.. I would like that back

  Business response

  31/07/2024

  Hello.  We sent the money to the email address you asked us to.  If money is sent to your email address and someone steals it from you it is still your responsibility to pay it back.  If you buy groceries from the store, and a person who has access to your house takes them, you cannot go back to the store and ask for your money back.  It's your responsibility to take care of your email address.  

  
  

  *****

  Loanexpress.ca

• Initial Complaint

  09/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I did initially apply for a loan with this company in December, and never heard back. I followed up again yesterday and received an approval. I simply asked if I could do a pay date bump as sometimes our payroll has delays. I got a very flippant response just saying they cant proceed, without giving me the chance to even respond. I had not even entered into an agreement at that point, and the level of service was already bad.I then responded as I noticed my loan was removed from their website with no notice. I understand the nature of the business, but to me this screams shady business practice. Ive never experienced this before in my life. I then noticed my account was put on hold as I asked a few simple questions.I know I will most likely get another flippant response here. This is not a way to treat a customer you already made wait. I understand you may have had issues with other customers in the past so this is your way of dealing, but I am not those people. Word of mouth is a powerful force, and its not very good practice to do this without my even being a customer as of yet.You cannot punish someone for asking a question, unless you are just looking to silence people which is a whole other issue.

  Business response

  31/07/2024

  Hello.  We are unable to provide you with a loan.  Thank you for the application and considering us for your loan provider.

  
  

  *****

  Loanexpress.ca

  Customer response

  31/07/2024

   
  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

  11/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have loaned from this company 3 consecutive times with no issues. on November 17th 2023 my payment was to come out, this went smoothly, i was notified through text message what payments came out that was and how much each transaction was, Wednesday the following week i got an email from loans express stating the transaction was not complete, i checked my account, the payment did not come back NSF or reversed, in which i knew it wouldn't , i contacted loan express that day within business hours to see what happened as i never had a problem before, they advised the payment was returned by my bank, i waited for 10 days then checked with my bank, there was no returned payment for the transaction, they sent me a letter stating it was successful and then proceeded to send me a monthly statement proving the payment was successful, i sent this all to loan express and they didn't accept that i was in fact paid, fast forward to today (dec 9/23) and they are still saying it wasn't paid, i rechecked with my bank and they said it has been paid and sent me more documents, on top of a dispute form so they can launch another investigation. Loan express is refusing to acknowledge my payment and went ahead and charged me again on dec 1/23 for another payment of 278 in which they said that wasn't paid either.

  Business response

  11/12/2023

  Hello.  Your bank notified us the payment didn't clear.  We have documentation to confirm this and that they did not give us the money.  Please have your bank open the investigation so they can send us new information and provide us with the funds.  If you email us tomorrow we can provide you with the documents.  Thank you

  Loan express.

  Customer response

  12/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  My bank expressed in multiple occasions that it was paid 
  Sincerely,
  
  ***********************

  Business response

  12/12/2023

  Hello.  Please check your email.  We sent you the documentation confirming it didn't clear.  

  Customer response

  12/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I also sent proof it was paid from my bank
  Sincerely,
  
  ***********************

• Initial Complaint

  22/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 20th I reached out to this payday loan company called loan express that I had a debt with from 2015 eight years ago. I asked If I could clear up the debt and get a fresh start because I needed a loan for my rent that is pastdue and that I have an eviction notice I tell him i need a new loan of **** and can I loan with them even though I bank with **** who most lenders deny because of this fact he says **** is no problem. I think great I'm going to pay them in the morning * **** ** * ******* **** ** ***** ******* *** ** ******* and I go to my bank deposit the last of my cash and when I get home I get emailed my receipt and than i go Logon to my loan express customer account and it says it's on hold locked I called them and asked to speak to the owner who wasn't in at all that day I waited to hear from him phone text email nothing,rather he gets his staff to respond to my emails and they have no real explanation on his duping me into paying that old debt in full I hopes of obtaining a new loan than just blocking my means of doing so one of the employees even says you can send in as many applications as you want you won't be approved so snarky rude inconsiderate and unprofessional. What I'm seeking today is a refund of what I sent and I'll agree to do monthly payments of 100 dollars via e-transfer the day I get reimbursed I'll send ****** and have this paid off by March **** * ** * ****** *** * **** **** **** * **** *** **** *** ** * ****** ******** **** *** ***** ****** *** * **** ** ** ***** ******** **** ** ** ******** *** *** *** **** ****** *** ** ** ******* *** ***** *** Please acknowledge that it's not right to string someone along trick them and than never explain or justify yourself that is not how I imagined the owner would behave. I'm one extremely dissatisfied customer I hope this matter gets resolved and we can move past this in a respectful way.Kind regards ***************************

  Business response

  04/12/2023

  This file has been dealt with by consumer protection BC 7 years ago and the case was closed.  ******* was ordered by consumer protection to pay the funds.  She paid them.  Thank you.  

  Customer response

  04/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

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

  Than wouldn't even talk it out in a fair manner that could be worked out so that everyone wins. You gladly took the last of my money leaving me to get in debt with family members at Christmas time only caring about the outcome for yourself no compassion empathy for the chaos and stress this created for my and by the way *** * ****** ******** this was unfair unacceptable and the poorest customer service you could provide any person totally unprofessional and response was vague and uncaring.

  I absolutely reject *****'s (loan express) response 

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

• Initial Complaint

  27/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dat eof transaction is Sept 27th 2023.Loan Express was notified of impending bankruptcy on my part I had placed a stop payment of this last month and they changed their names and went back into my account and took the money anyway** ** ********* * ******** ******** ******* that lives on less than ****** per yr.I asked them to not take the payment and bankruptcy will be in touch with them.I asked them to provide me with proof of said loan and they have not and will not submit any documents to me.If they have proof of said loan I'd like to review it because I know for a fact I didn't sign anything to this company infact I was denied because I was in a consumer proposal at the time.The stop payment was placed in Aug of 2023 and they just changed the name of the company taking money out if my account and now they refuse to cooperate, now I could face eviction because I can't pay my rent I can't buy food and I can't pay for the medication I need.They refuse to answer any of my questions and they will nit give me any proof that this loan us legit.I just want my money back as they have been included in my bankruptcy. The bankruptcy is in process.I don't find this professional or fair that these companies can do this. Pay day loan companies should be banned.

  Business response

  27/09/2023

  If you didn't take the loan why did you contact us and tell us not to take payment? If you have no proof of the loan how did you know that we were going to take payment.  If you don't have a copy of the contract how did you know what days we were going to take the loan.  Why are you sending us bankruptcy information if you didn't take a loan?  

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I attempted to apply for a loan through loan express and though I showed proof of income from ** **********, I was still denied despite meeting other criteria. I am being denied out of retaliation for saying I'd file a complaint.

  Business response

  08/08/2023

  Yes we declined the customer.  The system is automated and the customer was declined before any interaction with them occured. 

  Customer response

  08/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I was rejected because I'm on disability. If my credit score was a factor, then I want it checked again through *******, not **********. My credit score is currently ***.

  
  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. ↩