Business Profile
Incentive Programs
Scotia Rewards CentreThis business is NOT BBB Accredited.
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Complaints
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Complaint Details
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Initial Complaint
20/02/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I have been trying to redeem my points with ****** for over a month now. The website has not been functional. I have called ****** multiple times with no help. The agents tell me the website is down as they are working on improvements. I have called Scotiabank multiple times to complain as well and ask for help. I have asked the agents to redeem my points for travel (I just travelled) or towards my credit card balance and they tell me the only option is the website that does NOT work. There is no resolution in sight.... To not have a working website when the only option is Self Service is unacceptable.Initial Complaint
05/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On November 22nd I called scene plus and asked if I purchased ********* ******* tickets, if they would count as a travel purchase so I could "***** points to travel". Essentially, use my points to cover the cost. They said yes. On Jan 11th I called asking the same thing, they said yes but only after my travel is complete. I called again once my travel was complete and they're now telling me that ********* ******* is not an eligible travel purchase and they are refusing to allow me to apply my points to my card. I only made this purchase because they told me twice that I could use my points to cover it. Now, despite that it's their mistake by misinforming me, they say there's no way to apply my points to cover the cost, despite the fact that I have more than enough points to do so. All the gave me was 2,500 points for my troubles, which is barely a fraction of the money I've lost.Initial Complaint
05/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
There is an offer in Scene+ that when I book a hotel we will get 3x points. I booked two rooms in one hotel on ********** and I got only 1x points. I called scene and told them and they said me that if you book an hotel through scene+ travel on ******* only then you get 3x points. I explained them that when I booked the hotel I was in India and I tried to login in scene+ but it asked me for verification code which I could only get on my Canadian number which was obviously not working at that time. Hence, I booked the hotel directly on ********** but with my Scotia bank credit card which is integrated with scene+. The supervisor at scene then told me okay but the transaction shows that it is merchant code of travel and not hotel. She told me I will get 3x points once I call Scotiabank and tell them to change the merchant code on the transaction from travel to hotel and then they will give me 3x points. I called Scotiabank and explained entire thing to them and they told me that they cannot change merchant codes, the merchant code which is set that remains as is as they are registered with that code and asked me to speak to scene+. I again called scene and told them the entire thing but they just denied me stating that the process says that the merchant code needs to be hotel and not travel. I told them that I can provide them the ******* receipt which shows everything for hotel booking and then they can manually make the points adjustment but they just denied. I escalated the issue to supervisor and manager but both denied. I asked the manager to send me an email stating the same what they said but the manager didn't send me the email stating about the merchant code and hanged up on me. I used to call scene from last three days and today I was on call with them for 3.5 hours. I made a transaction on ******* for hotel booking for $3,772.26*3X. Ideally the points which they need to give me is equivalent to 11,316.78 scene points equivalent to cash amount $113.16.Initial Complaint
02/01/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I had an unauthorized presentation of 1000 points on my account which I did not complete. I have called 3 times asking for a manager at the scene rewards call center and have not heads back. My account is not viewable on the app and the customer service is terrible I would like a resolution and reimbursement of the missing pointsInitial Complaint
29/09/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I used online login to redeem Scene+ points for $40 worth of ***** gift cards. There was no option to choose method of delivery (courier tracking, or digital cards), but just to wait for regular mail to arrive within 15 business days. After the waiting period and still not receiving the cards I called Scene+. After repeated calls to Scene+ I got nowhere. They informed me my cards have been used, so they can do nothing. But I never received the cards. Their not safe guarding the cards with features like a need for activation then sending them by regular mail is irresponsible. Scene+ told me ***** does not use courier (i.e., tracking) is another poor business procedure. ****** ********* **** **** ***** ***** **** ********** ** ************* **** ***** ** ***** ********* ** ********* ********* ************* ************ ********** **** ****** *** ********** ** *** ***** ****** * ***** ******* ****** ****** *** **** **** **** ***********. I redeemed the points and it became goodbye to the money? It has been totally impossible for me to choose digital delivery, courier delivery, or require card activation before use. Scene+ is taking away my points but is not responsible for ensuring successful delivery to me. This procedure is defective, not acceptable to me. May I have your help to address this situation?Customer response
10/10/2023
I would like to thank BBB for assisting in this matter, and inform BBB that SRC has sent and I have received the missing $40 cards today.Initial Complaint
08/03/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I had booked a hotel through Scotiabank Scene+ Travel. My reservation (Itinerary# **************) was modified by Scene+ travel agent and requested hotel amenities such as breakfast was removed. I was travelling with my family and it was such an inconvenience and hassle to arrange breakfast outside of the hotel. I had called several times and sent several emails to Scene+ travel with absolutely no response. I spent almost $400 in long distance charges to speak with Scene+ travel agents who can only note my concerns and pass it to the escalation team. It’s been over 2 months and still no one from escalation team has contacted me to resolve my issue. I request that higher authority from Scene+ travel contact me immediately to resolve my matter.Customer response
04/04/2023
This is to notify that I have heard back from Scotiabank Scene+ head office and they have resolved the issue. You may kindly close the complaint now. Appreciate your follow upInitial Complaint
28/02/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
January 14, 2023 - Ordered $25 ******** ****** gift card through Scene+ using 2,500 [points. Confirmation email advised to wait at least 15 business days to receive card in the mail February 13, 2023 - called Scene+ as not yet received the gift card. Was advised they opened a ticket and once it was found the card was not activated, the points would be put back to my Scene+ account. February 27, 2023 - Scene+ responded by email stating that I was not going to see the points returned due to a vendor loop hole. The customer service rep stated to me on the call that the point would be returned.Initial Complaint
23/02/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I redeemed 100 *** **** *** gift card using 13400 Scene points in October, 2021 and when I tried using it, it shows zero balance. Basically they sent me empty gift card. I contacted both **** *** and Scene. Plus customer service; but both of them mentioned that they are not accountable for it as the order was in 2021 and they have no records of it. This way only customer is the one who lost points and received nothing in return. This is really disappointing being scene plus member when customers are not taken care of. Really worst experience. It is still unresolved and they are literally be like we can do nothing in this case. I have all emails as a proof when I ordered and when I received it.Initial Complaint
13/02/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I used Scene+ pts and some of my money to purchase ******* with *****. *** sent back the ******* without my knowledge, ***** received the items. I’ve been asking to have them shipped back out to me, as this was not my request to return them. It’s been 6 weeks and scene+ keeps saying I need to wait on a response from *****. It’s a joke the customer service they have/give. I’ve asked for my points and money back to order them with *******, they can not do that. All I’m told is I need to wait on ***** to respond. They can not contact *****, they can not do anything, so they claim. All I’m suppose to do is wait and wait and wait. **** ******** *******. All I’m asking is for them to be shipped out again.Initial Complaint
03/01/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I redeemed 100 *** gift card using 13400 Scene points in July 2022, and it showed as "shipped". However, I never received the gift card. I contact Scene plus, and they created a case (#******) for me in August. However, since then, they never contacted me. I called Scene plus many times. They always told me they were looking into this issue. It has been more than 5 months. It is still unresolved.Customer response
26/01/2023
Thank you. I'm writing to let you know that I have heard from Scotia Rewards and they solved this issue (ID ********). I appreciate your help.Best regards,**
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
25 total complaints in the last 3 years.
6 complaints closed in the last 12 months.
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