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Business Profile

Incentive Programs

Scotia Rewards Centre

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Incentive Programs.

Complaints

Customer Complaints Summary

  • 22 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/11/2022

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Scotia rewards, prior to the switch to scene points, were used to book a flight in Nov 2021. The trip was canceled due to COVID. Scotia rewards provided me with a claim number to use to apply toward a new flight in the future. Since Scotia rewards has switched to scene, no one seems to know about my credit or can find the previously booked flight. No ticket number or booking number. I have nothing to show for 79,000 points redeemed.

  • Initial Complaint

    Date:15/07/2022

    Type:Customer Service Issues
    Status:
    Resolved
    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 June 30th I placed an order for a 100CAd gift card using the scene points that I had acquired. Since I had not used the scene points account for a few years I had an old address in there. While reviewing the order I noticed the address was old and I updated it. Unfortunately it selected the old address and the order got placed. As soon as this happened I logged into the scene points support portal and opened a case explaining the issue. I wanted to cancel or redirect the gift card to my new address before the order was processed. I even called the support team and spoke to multiple agents all of whom told me not to worry and that the gift card had not been shipped so they could cancel the order. Only for me to get an email a couple days later saying that the card was shipped (to the wrong address). I called back again and they said they will take care of it. However then I get a response to my ticket basically saying nothing can be done and the points were lost and my only hope is to see if the card gets returned to sender and then they will review to add my points back. I've reached out a few times on the ticket and I get no response back. When I call the support team I basically get told that they're just the front team and have no authority or way of getting to the vendor. I don't understand how a company has no way of canceling an order when it's in the system. I have other banks I use who also provide points system and never have I ever had such bad customer service and disregard for my issue. ********************************************************************. Even the biggest of purchases have a period where you can go in and cancel you order. To add to that the actual ticket is ignored and no one seems to care to respond to the my questions or issues

    Business Response

    Date: 07/09/2022

    Consumer Response /* (2000, 10, 2022/07/31) */ Scene+ finally did reach out to me after I reached out then via ******* and have resolved the issue.

  • Initial Complaint

    Date:07/06/2022

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    MISSING ********** POINTS XXXX XXXX XXXX XXXX It's been over 6 weeks since I spoke with customer service (Fatima) regarding my ***** **** points on my Scotia Passport **** card. She acknowledged that she can see the points on my account at the time was at least 77K (April 2022), however, I don't see any points or an account number when I logged in and keeps saying check back later? Ever since Scotia points switched to ***** points, I noticed from my statements that my points stopped accumulating even though I used this as my main purchase card on a daily basis. Now, I see I have a ***** number and started to earn points recently but started from 0 points?? I am still missing the majority of my points which I have never used as I intend to use them only when I travel. It would be unfair and unreasonable if I wont be able to apply my points for the trip I booked this month and have to shell out the cash to pay for it just because ***** is having issues at their end. I have been trying to call *****+ to follow up on my concern but to no avail. I have emailed a few times since April and yet my issue still hasn't been resolved todate. I am asking for legitimate points that I have earned using my Scotia **** for so long. Now I am even hesitant to use my **** in case the points are not going to accumulate. My whole family has been a client in good standing of Scotiabank for over 20 years (mortgages, savings and investments) and I have been more than patient in waiting to get this sorted out and I really don't understand why it's taking so long to rectify the situation?

    Business Response

    Date: 16/08/2022

    Consumer Response /* (2000, 9, 2022/07/08) */ Didnt hear back from Scotia Rewards Ctr so i called ***** points again and they have returned the points that i was missing before. thank you so much BBB, its always been a great help expediting resolution to any issue. I am sure Scotia might have reached out to ***** points thats why when i called they managed to fix the problem on the spot which i had to wait over 2 months had i not reached out to BBB. thank you BBB!

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