Financial Planning Consultants
Investors Group Inc.Headquarters
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Complaints
This profile includes complaints for Investors Group Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/09/2022
Type:Customer Service IssuesStatus: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.
Hello on June 22 2022 I had an appointment with IG with an advisor ****** ********* to have automatic contributions take out my bank account. This was the 2nd appointment.
Every this I did this the fail to take contributions out my bank account.
I call and get NO answer I email get No answer.
Than I call main office and they tell me I need an appointment to set this up
***** ****** *** ************ I now want them to complete this or to give me my RRSP and LIRA to me.
They DO NOT have my best interest for me save any money for my retirement.
*** **** ****** ** ******** * ** *** *****Business Response
Date: 26/09/2022
On September 14, one of our Financial representatives was able to connect with the client early in the morning. She answered all the client's questions and took care of what was needed.
Client was satisfied and his demands were met. ** ******** ****** **** ******* **** ** *** ****** * ********* **** *** ****** *** *************As Senior manager, I apologized to Mr ******* for the delays in handling his request and answering clearly his questions. Mr ******* now has my coordinates to reach me directly going forward to insure that he gets the level of service he deserves.
Customer Answer
Date: 03/10/2022
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,
Terry *******Initial Complaint
Date:08/09/2022
Type:Service or Repair IssuesStatus:AnsweredMore 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.
In September 2018, my mortgage was up for renewal at Investors Group (IG) but I instead transferred the mortgage to ****
On May 13, 2022, I received a letter in the mail with a Notice of Registration from Manitoba Land Titles and had to pay $20 to get the actual title info which indicates issues with the original mortgage transfer from IG to ***. I emailed *** that day and they replied on May 17 indicating that the wrong document was originally provided by IG during the mortgage transfer, and that *** requested a new document from IG to register the land title.
On May 30, I spoke with Acqueline ********* from IG via phone and forwarded the documents to her via email. On June 2, she emailed me indicating that the discharge team would reinitiate the process and that it could take 60 days to complete.
On Aug 2 – *** still did not have the documents, which were overdue on IG’s end (past the 60-day window). I emailed Ms. ********* at IG to inquire about the status. I sent emails again to her on Aug 8 and Aug 17 as I still did not have a reply. She replied on Aug 17 indicating that that the processors were aware of the situation, and it would take ANOTHER 6-8 weeks to process the documents. I emailed her back saying this was unacceptable as it had now been 75 days from my first email, and they had said it would only take 60 days. An additional 6-8 weeks takes the entire wait time to 16-18 weeks, much longer than 60 days.
There is currently a lien on my house and my mortgage will be ready for full discharge by the end of September, but *** will not be able to do that because IG incorrectly processed paperwork 4 years ago and hasn’t been able to resolve the issue over 90 days.Business Response
Date: 22/09/2022
Our team is in the process of connecting with the client to resolve their issue. We will provide an update once this issue is resolved.Business Response
Date: 27/09/2022
IG Wealth Management continues to work
with the land titles office, the client’s current Financial Institution
and our internal departments to come to a resolution. The client has
stated they have engaged **** ********** *** ******* ******** *** ************* The issue has been escalated to our Compliance Investigation
team to open a formal compliant file to review the matter. We are in
the process of preparing an acknowledgement letter to the client outlining
the process and providing them with an internal contact.Customer Answer
Date: 04/10/2022
Complaint: ********
I am rejecting this response because they again have provided no resolution, timeline for resolution or any real progress.
Sincerely,
Anthony ******Business Response
Date: 14/10/2022
Our review of the client's concerns are in progress. We advised the client the transfer document has been sent out by courier on October 13, 2022. IG also requested information required by ****Customer Answer
Date: 14/10/2022
Complaint: ********
I am rejecting this response because the issue has still not been resolved after 4+ months. **** ******* ** ****** ********* ** **** ******* **** *** ********* *** ******** ***** **** **** * ******* ***** *** **** ****** **** ***** ******
Sincerely,
Anthony ******Business Response
Date: 25/10/2022
Good afternoon,
I have forwarded your note to the investigator reviewing this matter for handling. As noted in our acknowledgement letter, review and a substantive response will be provided to the client within 30-90 days.
Kindest regards,
Danielle ******** *********
Vice-President, Compliance and Chief Compliance Officer
** ****** ********** **********
**** ***** ********Customer Answer
Date: 26/10/2022
Complaint: ********
I am rejecting this response because once again there is no resolution to the issue. *** *** ***** * **** ********* ** ** ****** **** ****- My mortgage still cannot be disbursed
- There is still a lien on my home
- IG had not addressed my request for financial compensation
Sincerely,
Anthony ******Business Response
Date: 02/11/2022
on November 2, 2022, IG Wealth Management has sent a letter of explanation to the complaint with an offer of compensation.Customer Answer
Date: 07/11/2022
Complaint: ********
I am rejecting this response because *** has advised that to discharge the lien on the title IG needs to discharge the whole lien of the mortgage since I have already paid off the mortgage to ***. This is new information that has surfaced since IG sent the letter to me, which you referenced. IG is currently working through this issue with *** but there is a financial component that IG will need to cover in order for this to happen. Until this entire issue is resolved, I cannot accept IG's letter.
Sincerely,
Anthony ******Customer Answer
Date: 18/11/2022
Complaint: ********
I am rejecting this response because:The last update I received from IG was on Nov 9 when the indicated that the discharge documentation has been completed and forwarded for processing. They have not confirmed that everything has been resolved and I just sent them an email asking for an update. From my side, this is still an open issue.
Kind Regards,
Anthony
**********
******* ******Business Response
Date: 22/11/2022
IG Wealth Management continues to work with the vendor to have the mortgage discharged. Documentation has been sent and we are awaiting a response. We will fully cooperate with the requests received.Customer Answer
Date: 23/11/2022
Complaint: ********
I am rejecting this response because the issue is not yet resolved. The last correspondence I have with IG was on 11/18 where they indicated:************* has requested additional information from Investors Group which we have since provided. I have diarized this for follow up next week, I will keep you apprised of developments as they become available to me.
Until this issue is fully resolved, it is not closed.
Sincerely,
Anthony ******Initial Complaint
Date:11/08/2022
Type:Service or Repair IssuesStatus:AnsweredMore 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.
I paid off a mortgage loan. The company agrees that no monies are owed. The company still has a lien on the property. I have attempted to resolve the problem amicably. I have had email correspondence with ******************** Juliana forwarded my case information to her manager *********************. on or before July 26, 2022. I waited about 10 days and wrote to Mr. ******* requesting a progress report on our issue by Tuesday August 9. I have had no reply from either Ms. ***** or Mr. *******. * ********* **** ****** ******* *** *** ****** ******* * ******* ********* ******* **** ******* *********** I simply want Investors Group to send a discharge request to BC Land Titles Registry. I rechecked my records. They never sent a discharge document to me. They also claim that they don't keep a copy of discharge certificates.Business Response
Date: 23/08/2022
This has been resolved, documentation requested by the client was sent to him on August 3, 2022.
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