Complaints

• Initial Complaint

  20/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I'm writing to formally escalate a complaint regarding an unresolved issue with the joining reward bonus promised by Scotiabank and your representatives in June 2023. Despite fulfilling all necessary criteria, I have yet to receive this bonus.I have escalated a formal complaint with Scotiabank's ECO; however, I am dissatisfied with the unacceptable delays. Between December 2023 and February 2024, I inquired about the status of the bonus payout during conversations at Scotiabank branches and with call center staff. Despite assurances that the bonus would be paid out within a couple of months, it has not been received. On February 29, 2024, I raised my concerns with representative ****** ***, who assured me he would investigate and follow up. After receiving a response from Scotiabank's appropriate department, I was advised on March 10, 2024, to appeal for the bonus in person at a branch location. However, residing in a remote area of ******** ******* ******** makes this unfeasible due to travel constraints. Despite efforts to seek assistance from Mr. ****** ******, the manager of my home branch, I have not received a response after leaving voicemails on two separate occasions. I want to emphasize that I possess ample evidence to support my qualification for the 2023 welcome bonus, contrary to the information provided by Teller ****** *** on February 29, 2024. I have provided screenshots from my August 2023 statement, displaying errors on the Scotiabank reporting system where pre-authorized payments were inaccurately reported as point of sale transactions. Given these circumstances, I kindly request your urgent intervention to rectify this matter and ensure I receive the joining reward bonus I am rightfully entitled to.

• Initial Complaint

  26/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to ******* this morning and attempted to use my credit card when the POS terminal said the transaction was declined. I ended up paying in cash and later found I was still charged for the amount on my credit card. The last time I opened a credit dispute Scotiabank failed to request and obtain the correct information from me to pursue the dispute and then turned around and and closed the dispute in favour of the vendor because they said they failed to get the correct documentation from me. Now once again Scotiabank sends a transaction failure notice to the POS terminal despite they charged my **** and now expect me to ***** ********* ***** opening a dispute for $1 **** ***** *******. * ****** ********* ** **** ** ***** ***** *** ***** ******** **** * *********** ****** *** ** ********* **** ** **** ** *** ******** ****** *** *** ******** **** ** ***** **** ***** *** **** ** **** **** **** *** ****** ******* ****** ** ***** ** ****** **** ****

  Business response

  27/02/2024

  We acknowledge receipt of your email dated February 26, 2024.
  
  At Scotiabank, customer privacy is important. Under the Scotiabank Group Privacy Agreement, we have initiated a review into the complaint raised, and we will respond directly with the customer.
  
  To confirm, if the customer remains dissatisfied with the outcome of our review, we will be providing them with the next steps in the Scotiabank Complaint Handling process for further escalation.
  
  Sincerely,
  
  Jessica M. | Manager

  Customer response

  27/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: this solves nothing
  
  Sincerely,
  
  **** *******

• Initial Complaint

  16/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  For financial reasons I has my **** account mutual funds with Scotiabank sold and asked to unlock and deposit as instructed. They sold the funds on January 29th. They are sitting in my account as cash. My financial Advisor has emailed Several times following up and is not getting an answer. I have called numerous times and emailed escalated complaints with no answer. I have also emailed the office of the president twice with no response. I am At the end of my rope as both I and my advisor are not getting answers. I want my money deposited to my account is that too much to ask. No one is or Has responded to the requests - not acceptable!

  Customer response

  11/03/2024

  This matter has been resolved .

• Initial Complaint

  09/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Yesterday February 5th, I called Scotiabank as I see two transactions called ******** *** posted on my account one for $205.80 and another at $115.80. I explained I have no idea who this company is and now incurred two NSF fees totaling at $144.00. There is another pre authorized payment from *** where they tried to withdraw $20.00 from my account which I did not authorize then charging me NSF. I spoke with *** they reversed the payment of $60.80 and then charged me NSF which they were not suppose too. I have asked Scotiabank permanently block any merchant of any pre-authorized payments on my account and they have not done so. I asked them to reverse the charges of as I am unaware of the company and I just had my Scotiabank card replaced last week Friday due to fraudulent activity. $144.00 off my account as I do not recognize the charge from ******** *** and therefore should not be charged the NSF. My account is overdrawn by $144.00 and unable to do any banking due to it. ********** ** ********* ** ****** when I call there customer service and I get agents **** ***** ********* ********* *** ****** ** ******** telling me to go to Scotiabank when I have never had to do this. When I log into the my Scotiabank app I get an notification about an issue and I open it saying I wrote a Cheque for the ******** *** $115.80 which I never did cause I do not have cheques not write any. It says to contact them which I have done the agent yet was unable to assist me *** **** *** ******* ** *** ********* ********* I simply want all NSF charges reversed and will be going into Scotiabank to have this account closed and have a brand new account reopened sometime this week have it done. * **** ** ** ******* *** ****** *** ******** ** ***** **** ** ******* ** ******** ** ** ********

  Business response

  13/02/2024

  We acknowledge receipt of your email dated February 9, 2024.
  
  At Scotiabank, customer privacy is important. Under the Scotiabank Group Privacy Agreement, we have initiated a review into the complaint raised, and we will respond directly with the customer.
  
  To confirm, if the customer remains dissatisfied with the outcome of our review, we will be providing them with the next steps in the Scotiabank Complaint Handling process for further escalation.
  
  Sincerely,
   
  
  Michelle F. | Manager   

  Customer response

  13/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: It is not resolving the issue of funds being withdrawn out of my account and their fried department notifying through the app about the charges. I called their department and said I did not recognize the charge nor authorize it. It was two charges and accumulated NSF.

  Scotiabank is not resolving my issue.

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

• Initial Complaint

  07/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Scotiabank repeatedly offered me a balance transfer promotion with lower interest rates. When I completed the balance transfer according to their rules. I transfered $27,500 to the credit card for a 0% interest rate for 12 months. They did not apply the promo resulting in large interest charges on the credit card. I am a responsible user of credit and only did the transfer to take advantage of the lower rate. I pay down the credit card to keep a $27,500 balance (which should not be charged any interest). After initially reversing the interest charges (over $1000 of interest). I was still charged interest in the subsequent months. All further email communication to scoitabank was ignored and when I finally got a response it was a copy and paste of the terms/conditions about how payments work. I replied saying I just want all the interest reversed and to let me know exactly how much I need to pay so that I will no longer be charged additional interest. Since the numbers were all messed up due to an error on their part, I'm guessing some part of the 27.5k is considered regular purchases but I have no way to know that. Only scotiabank can confirm and they have chosen to ignore me. I am requesting to have all my interest charges to be reversed and possibly extend the 0% interest promotion for a few months as compensation. I have also paid down the balance by an extra $1000 to try to avoid any further interest charges. * **** ******** *** ***** ***** ****** **** ** ******** *** ****. It has been 2 weeks since my last email to them and they have not responded.

• Initial Complaint

  25/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi, I'm contacting scotiabank regarding the numerous issues I'll had as of lately dating back to the end of september of 2023 **** **** * ******** *** **** ** ***** **** **** *** ** ** ******* **** ********** ** ***** ******** * **** ***** ******** **** ********* *** **** ****** ** *** ** ******* ********* *********** ** ***** ****** ****** ********* *** ***** ******** my first issue was at the end of September I used an ATM in woodbridge vaughan ontatio at a gas station and I took out 40$ I know for a fact it was only 40$ with a 3.50$ charge for the ATM fee when I checked my bank statements in Oct I noticed a double charge I had tried to reach out via online chat or through the app with no luck *** * **** * **** **** **** ** * ***** *** ****** ** ******* ***** ** I feel as if though someone should have reached out from the fraud dept but no one ever did my second problem was October of 2023 I purchased *** ******* in barrie ontario and my card was double charged.. then starting as of November of 2023 and has happend every month since then for a total of three times I have never ever recieved an nsf fee at any point as I can remember ** **** ** * **** ****** **** ****** ******** **** *** **** *** ****** * *** ********* * **** ****** **** ** ********* *** **** ****** **** **** *** **** **** ****** ******* ** *** ******* ** ******** **** ** ******* ****** ** *** **** I never recieved any updated information regarding overdraft policy changes ** *** ********* ******** ****** ** ********** **** *** ****** * ********* ****** ********** ***** *** **** ******* ** *** ********* ** ***** ******* ***** ** ** ********* *** **** ** * ***** *** ** ***** ********* *** **** ** ** ** **** **** ********* *** ****** ******* * ** ******* *********** ********** **** *** ******** ** ****** ***** **** * **** ****** * ****** I would like an apology as well as nsf fees refunded (144$) in total and the double payments investigated as well as refunded as I'm out a total of $200.11

  Business response

  26/01/2024

  We acknowledge receipt of your email dated January 25, 2024.
  
  At Scotiabank, customer privacy is important. Under the Scotiabank Group Privacy Agreement, we have initiated a review into the complaint raised, and we will respond directly with the customer.
  
  To confirm, if the customer remains dissatisfied with the outcome of our review, we will be providing them with the next steps in the Scotiabank Complaint Handling process for further escalation.
  

  
  

  Customer response

  28/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: I still have yet to hear from scotiabank regarding my complaint not to mention I recieved another nsf fee (returned check) for a regular debit charge ***** ** ************
  
  Sincerely,
  
  **** ******

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  i have several loan agreements with Scotia Bank Canada. in august the bank set up payment agreements with these loans due to my own arrears. i made every payment as agreed by the bank. the bank was to contact me in october to discuss further my line of credit. the original loans continued to be debited and there was no contact made by the bank to me. the bank is now alleging that i breached the payment agreement (which i did not) and is seeking legal action. i enclose all of the enclosures sent to the bank (which was done multiple times). i sought to speak to my account manager who refused to answer my calls. i sought to speak with escalated concerns, who though they have a telephone number, will never answer it nor call you back, they simply will respond via email. they suggest they have investigated throughly and found that i did not honor the payment agreement, even though i have proof of every single payment and sent it to them. i have sought to speak to their complaints appeals office and have not heard from them either. i am deeply disturbed that the bank would act in such a high handed way when i have proof of every single payment to the bank.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I have book an appointment with south Fraser way branch to get 4.75 percent two year Redeemable term when I arrive they said the deal is over they could not give that to me. Even book an appointment during time they had offer and put note it was for that offer

• Initial Complaint

  17/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Received a text from Scotiabank fraud two days ago, and they ended up canceling my debit card. Today I received my child tax, ***** ** *** ** **** ********** *** **** I went to the Richmond hill branch at ***** *****, to replace my debit card as I have had to do more than a handful of times in the past year, * *** ******* **** ****** Every single time I’ve been in I’ve verified every single detail on my account because only ID I have that’s any good is my ohip card, with my full name and picture. I asked for a manager as the tellers were all new staff with the exception of Grace. He came out, refused to give me his name or let me verify my account in any way, after I had * **** ******* ** ** ***** **** **** ** **** *** no access to my own cash. He *** **** *** wouldn’t even look at my UD or my account details to even try to help. He actually had security kick me out for trying to get my own money. Wa told I’m not allowed to close account and to go to my home branch, which is impossible without access to my own money ** *** *** ***** The other “manager” Grace whom I’ve dealt with several times over the past two years sided with unknown male manager and claimed she had never seen me before. I want my account closed immediately or a replacement card right away. **** ** ** **** *** **** ***** **** ******* ** ** **** *** ** ********* ** ************ ******** **** ******* ***** **** ** *** ********** ** *** **** *** ** * ******** *** ******** ****** **** *** ****** *** ** ****** *** **** * ***** ** ******

  Business response

  19/12/2023

  Dear ****** **, 
  
  We acknowledge receipt of your email dated December 17, 2023. 
  
  At Scotiabank, customer privacy is important. Under the Scotiabank Group Privacy Agreement, we have initiated a review into the complaint raised, and we will respond directly with the customer.
  
  To confirm, if the customer remains dissatisfied with the outcome of our review, we will be providing them with the next steps in the Scotiabank Complaint Handling process for further escalation.
  
  Sincerely,
  
  Samantha P
  
  Manager

  Customer response

  19/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: I want my account closed out immediately and my balance mailed to me or emailed to me at ***********@*****.com or deposited to my **** bank account for which I have the details. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  22/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I moved from Canada 1 year ago. I called many times to close my account they always hangup after a long wait. I need a phone number for advisor to call and close my acount without waiting hours on 800 number. please stop ******** *** **** ** ****** * **** ** ***** ** ********  hope you provide supervisour phone number to call and close my acount without more hussel.

  Business response

  27/09/2023

  Good day,

  We have no business relationship with this person either by name, phone number or email address. They may have a business relationship with Scotiabank however we cannot provide any information on that.

  Thank you,
  

  Customer response

  27/09/2023

   

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

  I do have acount and my wife do. not with this number with old canadian number *** *** **** and *** *** **** ***** ****** / **** ******** we both had an acount now I want to close ***** ****** acount our main bank location is ***********, What I ma asking is simple, Give me phone number for the bank customer service or the manager directly to the location Toronto:

  ** ******** *** ** ************ ** *** **** Canada

  I called 800 number many time waiting for 15-30 min and hang up over x4 time different days,

  please be profsional and give me the manager number for that location or the person in charge for that location to close her acount.

  hope this is clear.

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

  Business response

  26/10/2023

  We acknowledge receipt of your email dated October 6, 2023.
  
  At Scotiabank, customer privacy is important. Under the Scotiabank Group Privacy Agreement, we have initiated a review into the complaint raised, and we will respond directly with the customer.
  
  To confirm, if the customer remains dissatisfied with the outcome of our review, we will be providing them with the next steps in the Scotiabank Complaint Handling process for further escalation.
  
  Sincerely,
   
  *** **
  Manager

  Customer response

  26/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I fix it myself after dealing with poor customer service.

  *** ***** ** **** *** ** ******** **** ****
  
  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. ↩