Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:16/01/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 2, 2022, I signed a request to transfer my RRSP ******** ******** from the Canadian Western Bank ** **** **** ******** (CWB had closed my former branch and transferred my account to the new branch, which necessitated a two-bus journey, **** **** ** ****** ** ******* * * ** ** ***** **** to a ** branch which is a short walk from my home. Despite several reminders from ** on my behalf, Canadian Western Bank continues to refuse this simple transfer, requesting more immaterial information with each reminder. Meanwhile, I can neither access nor invest the money in my RRSP, while CWB has the use of those funds at almost no expense to itself.

  Business Response

  Date: 02/02/2023

  Canadian Western Bank (CWB) received a letter from the
  client on November 18, 2022 (dated November 07, 2022) related to his RRIF GIC
  maturing on November 20, 2022. In his letter, the client instructed CWB to
  transfer the funds from his maturing GIC to his CWB RRIF demand account. This
  request was processed by CWB as per client instructions.

  
  The client did not inform CWB of his intentions to transfer
  these funds to ** Bank. Further, CWB did not receive a transfer request from **
  Bank.
  

  CWB was advised of the complaint raised by the client to the
  BBB on January 27, 2023. CWB reached out to the client on January 30, 2023, to
  discuss the transfer request and was unable to get through. CWB left a voice
  message explaining that CWB had not received a transfer request from ** Bank
  and requested a call back from the client.
  

  CWB received the transfer request from ** Waterhouse via fax
  on January 31, 2023. The transfer request was processed immediately, and the
  cheque was mailed out to ** Bank by end of day on January 31, 2023. CWB also
  tried contacting the client again on January 31, 2023, and left a voice message
  informing him that the transfer request had been received and was being processed.
  

  As CWB has processed the transfer, we believe that this
  matter has been resolved to the client’s satisfaction.

  Customer Answer

  Date: 10/02/2023

  
  
  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.
  
  

  "The cheque is in the mail." I apologize unreservedly for rolling my eyes when I read that classic, but ** contacted me today, October 10, and said the cheque had arrived and that it would be posted shortly.
  

  By way of clarification, I was away form Vancouver when CWB left the two phone messages. The first call left a callback number. The second said the transaction had been completed. Neither said that CWB had not received the request. ** says they made several requests. However, we can leave that conversation for another time, or call it a misunderstanding.

  I thank the CWB correspondent for his attention and cooperation, and wish him well. My family has had a long relationship with CWB, and we sincerely regret that it's ending due to our distance from the new branch.
  

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