Reviews

This profile includes reviews for Embark's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Embark

  1000 - 50 Burnhamthorpe Rd W Mississauga, ON L5B 4A5

• 

  Embark

  201 8185 120A St Surrey, BC V3W 3P2

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  Embark

  2220-10123 99 St Edmonton, AB T5J 3H1

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  Knowledge First Financial Inc.

  250 Charbonneau Crescent Winnipeg, MB R2X 1E2

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  Embark

  5 Fountain Creek Dr Sherwood Park, AB T8A 0A1

Review Details

• Review fromMichelle C

  Date: 10/08/2024

  1 star

  Michelle C

  Date: 10/08/2024

  Absolutely horrible customer service! I started a RESP account 20 years ago with another organization who was taken over by Embark so I am left having to deal with them. The response time is awful. Everything is automated so if you run into an issue you're out of luck. I have been trying to withdraw the funds for weeks and still do not have the funds to pay for university, which starts in two weeks.

  Embark

  Date: 23/08/2024

  Thank you for expressing your concerns, at Embark Student Corp, we strive to provide professional and efficient service to all our customers and take all complaints very seriously.
  
  We sincerely apologize for the inconvenience this situation has caused you. Your request to process the Education Assistance Payment and Net Principal has been completed. The funds were released on August 13 2024.  
  
  If there are any further concerns, please connect back with the Customer Care team at ********@******.ca

• Review fromMike B

  Date: 07/08/2024

  1 star

  Mike B

  Date: 07/08/2024

  ******** ******* ** ** ******** I just waited 45 minutes on the phone to talk to someone. Last time it was 120 minutes. To access tens of thousands of dollars of my own money. Money that Embark has been picking fees off. Please read the fine print. All of your payments go to the salesman and the company for your first year or so. Those payments plus compound interest are crucial to growing interest in your fund. Embark clearly pays themself first at your expense. If the goal is to make money. It's a brilliant strategy to make the customer pay the salesperson. I would have left the plan years ago. But by the time you understand what's going on. You've already given all of your payments to the salesman and company. After a year you don't have any assets. Because it was all fees. Is if you walk away. You lose all of that money. You end up losing a lot of $. On top of the initial sales charges. Embark charges you a 1.65% yearly management fee. That erodes your plan badly. This is clearly set up for Embark to make what I feel is an unrealistic amount of money. Not in the interest of the Childs education. ***** *** ******* *********** * ******** ******** ***** ***** ** *** ***** **** ** **** ******** ******* *********** ******* ******** *** ******** ** *** ******* ******* ***** *** ***** *** ** *** ******* ******* *** **** ** ** *** ********* ***** **** ****** ** ******* * ******* **** ** *** ** **** ***** *** ******* *** *** ** **** ********. I started my children's plan with Freedom 1st financial. Then Embark acquired them after recommending the members agree to the take over. Since the takeover, It seems that Embark is providing worse customer service. They are likely wanting everything to be electronic and online so they don't have to pay customer service reps. As someone who has been enrolled for 18 years. I have the ability to look back on this company. Im dissatisfied *** **** ****** ***. I wish I had the knowledge to do better for my children. That's my take

  Embark

  Date: 23/08/2024

  Thank you for expressing your concerns, at Embark Student Corp, we strive to provide professional and efficient service to all our customers and take all complaints very seriously.
  
  We sincerely apologize for the inconvenience this situation has caused you. Your feedback has been provided to the Leadership Team.  
  
  If there are any further concerns, please connect back with the Customer Care team at ********@******.ca

• Review fromEdgar T

  Date: 06/08/2024

  1 star

  Edgar T

  Date: 06/08/2024

  I've been trying to transfer out funds for a couple of accounts, been 3 months since and still no cheque. Called twice and i'm always just told the cheque will be issued by end of week. Everytime I call i'm waiting for at least an hour. I'm wasting time and losing money from my investment.

  Embark

  Date: 23/08/2024

  Thank you for expressing your concerns, at Embark Student Corp, we strive to provide professional and efficient service to all our customers and take all complaints very seriously.
  
  We sincerely apologize for the inconvenience this situation has caused you. A response regarding the Transfer Out Cheques has been sent to the email address we have on file.  
  
  If there are any further concerns, please connect back with the Customer Care team at ********@******.ca

• Review fromDana P

  Date: 06/08/2024

  1 star

  Dana P

  Date: 06/08/2024

  Hate that Knowledge First changed to Embark. I have had no luck contacting anyone to see why they stopped my monthly withdrawals. Multiple emails sent with no response, unable to connect on the phone. This is the worst that could happen with our savings. Terrified that my money is gone.

  Embark

  Date: 23/08/2024

  Thank you for expressing your concerns, at Embark Student Corp, we strive to provide professional and efficient service to all our customers and take all complaints very seriously.
  
  We sincerely apologize for the inconvenience this situation has caused you. An answer to your inquiry was provided on August 6th via phone and an email was sent on August 23rd confirming the information.  
  
  If there are any further concerns, please connect back with the Customer Care team at ********@******.ca

• Review fromScott R

  Date: 02/08/2024

  1 star
  I've been trying to access my funds since July 12 2024 and so far have been unsuccessful. What else needs to be said?

• Review fromMichaella D

  Date: 01/08/2024

  1 star

  Michaella D

  Date: 01/08/2024

  My advisor has sent in a transfer out request back in May. 60 days later and they are still holding on to our funds. We’ve emailed numerous times without a response. We’ve called several times and been on hold for a minimum of 2 hrs every time, with a confirmation that a cheque has gone out but still nothing. **** ****** ** **** ** *** ******** ***** ** ** ***********

  Embark

  Date: 09/08/2024

  Thank you for expressing your concerns, at Embark Student Corp, we strive to provide professional and efficient service to all our customers and take all complaints very seriously. We sincerely apologize for the inconvenience this situation has caused you.

  Your request to transfer out your funds has been has been completed and the cheque was mailed out this week.   
  
  If there are any further concerns, please connect back with the Customer Care team at ********@******.ca. 

• Review fromPenny M

  Date: 01/08/2024

  1 star

  Penny M

  Date: 01/08/2024

  TERRIBLE! I have been trying to withdraw funds for over three weeks now. The system will not allow me to make an online profile in order to make a withdrawal and the forms customer service sent me to submit instead have now been ignored for the second time in three weeks after being told if I submitted the completed form, the turnover would be four days. I cannot get any actual help and am next going to the news regarding this company and how it won’t release funds ** ** ********** ******* ** * ******** ******* **** **** *** *** *** ***** ******* *** ***** **** ******* *** ******

  Embark

  Date: 09/08/2024

  Thank you for expressing your concerns, at Knowledge First Financial, we strive to provide professional and efficient service to all our customers and take all complaints very seriously.

  We sincerely apologize for the inconvenience this situation has caused you.

  Your request to process the release of the Net Principal and  Education Assistance Payment (EAP) has  been completed and will be directly deposited 24 to 48 bus hours from August 8 2024. 
  
  If there are any further concerns, please connect back with the Customer Care team at ********@******.ca  

• Review fromhannah w

  Date: 31/07/2024

  1 star

  hannah w

  Date: 31/07/2024

  I completed the necessary paperwork over two weeks ago to withdraw funds for my daughter's university. I have had no communication with Embark and the funds have not been deposited in our account. I am worried that the funds won't be here in time to pay her tuition. Help me please!

  Embark

  Date: 09/08/2024

  Thank you for expressing your concerns, at Embark Student Corp, we strive to provide professional and efficient service to all our customers and take all complaints very seriously. We sincerely apologize for the inconvenience this situation has caused you.

  Your request to process the Net Principal and Education Assistance Payment (EAP) has been completed and will be directly deposited within 24-48 business hours from August 9 2024. 
  
  If there are any further concerns, please connect back with the Customer Care team at ********@******.ca

• Review fromA. K.

  Date: 31/07/2024

  1 star

  A. K.

  Date: 31/07/2024

  What a company with no customer service and no way to contact anybody except two e-mails which I guess nobody will answer. Tried to submit online application for RESP withdrawal but was asked to submit a paper application after downloading a form. No acknowledgement or response after, I booked a phone appointment which nobody called. Somebody called next day and told to submit again with new documents. More than 10 days since, no response from EMBARK. *** **** *** ******** ****** ** ******** **** ******* ** **** ** ********* **** ******* ***** *** ******* can't access when they need it for child's study. New session is starting in September and still no clue when we will have this withdrawal through. ****** ** **** * ***** *** ** ***** * ** * ******* **************

  Embark

  Date: 09/08/2024

  Thank you for expressing your concerns, at Embark Student Corp, we strive to provide professional and efficient service to all our customers and take all complaints very seriously. We sincerely apologize for the inconvenience this situation has caused you.

  Your request to process the release of your funds has been completed and the funds were released on August 6 2024. 
  
  If there are any further concerns, please connect back with the Customer Care team at ********@******.ca. 

  A. K.

  Date: 11/08/2024

  Funds were received but it surely was not a good experience. I did drive down to the office at ** ************* ** in Mississauga. Lady at front desk was considerate and arranged one of the Customer "Success" Representative to come and see me in person. That person checked the account and updated all the details of my application. In today's day and age, given all the online systems, not sure why Embark cannot have a working system to respond back to customer phone or e-mails. Embark Management need to remember that people do check online reviews and all this will not be helpful. Displayed over the website; 24-48 hrs for funds release is an ******** misrepresentation by company; it needs to be changed to 10 - 15 working days. Very much appreciate and big thanks to BBB for providing a platform to raise issues and concerns after businesses fail to address.

• Review fromS. K.

  Date: 30/07/2024

  1 star

  S. K.

  Date: 30/07/2024

  Nothing but problems with Embark, particularly once we reached the point of making withdrawals. Can’t get anyone on the phone and no reply in live online chat.

  Embark

  Date: 09/08/2024

  Thank you for expressing your concerns, at Embark Student Corp, we strive to provide professional and efficient service to all our customers and take all complaints very seriously. We sincerely apologize for the inconvenience this situation has caused you.

  Your request to process the release of funds has been completed and was released July 31 2024.

  If there are any further concerns, please connect back with the Customer Care team at ********@******.ca. 

  S. K.

  Date: 11/08/2024

  **** ** *** **** ** ** ***** **** * **** ** ******** ** ****** ***** **** *** ************* ** ******** *** **** ****** ***** ****** *** ******* ******* **** **** ******* *** ********. Hello, I'd like to inform you that the information in your response is not entirely accurate, *** * **** ** ********** **** ***. On July 24th, I originally attempted a withdrawal from account ending ****. At the time I was concerned by the changes in your processes and that I could not tell if the withdrawal request had been received or was being processed. Historically, the online account would show the request for withdrawal and then when it was being processed. At the same time emails would be send confirming the same as well. Your new website shows no verification of this and no emails are sent.  Your website does state that funds should be available in bank accounts within 24 to 28 hours.  It is important to note that customers were never informed that website would no longer show withdrawal processing and that emails were no longer sent. At this point I decided to wait to see if the funds arrived because with no electronic confirmation I wasn't positive that the process had actually been successful. By July 30th I had not received the funds and became concerned that the process had not worked in the first place. At this point I attempted a second online withdrawal for the same amount, but from a different account ending ****.  The process worked identically to the first time which is when I began to suspect that the website and email process for withdrawals had changed. I also then became concerned that it had been about 4 business days and the funds from my first withdrawal attempt had not arrived. I was particularly concerned because a year ago when I made an initial withdrawal the funds were sent to an account that was not mine and that I had no record of ever owning. I then called your company and simultaneously opened an online chat to determine if either withdrawal attempt had gone through and what was happening. It is important to note the call centre line said that online service would be faster. I never connected with anyone online. The phone service said the wait would be approximately 30 minutes and somewhere around the 25 minute mark it again told me the wait would be 30 minutes. In all the wait was approximately an hour before connecting with someone. Once connected, the representative informed me that they could see the first request and she asked for some time to review. She then informed me that I had not submitted the correct confirmation of enrollment information. I asked if she could explain why the documentation wasn't correct when it was the exact same type of documentation that I had submitted for a withdrawal in December 2023 and April/May 2024. The representative asked if they could put me on hold in order to investigate, I agreed. After a lengthy hold they returned and told me the "new" company would not accept this documentation. I stated that was fine and asked how to submit the correct documentation in order for the withdrawal to be processed. I was provided with an email address to send it to and was told it wouldn't be processed until that document was received. I stated that was fine. I also asked for email confirmation of the conversation which I did receive after ending the call. I next asked to be emailed pdf copies of my current account balances and statement of account. I was informed I could view this information online. I said I realized this, but that with the website change over all my historical statements were gone and that the new website has no print option for the current account. You can only print the screen as viewed and not all tha account information is then visible.  The representative again placed me on hold and returned to inform me this could be done by email, but would take a few days.  I was emailed about this request with no pdf attachments. I was told I could view my account online, that all customers would be sent an account statement in August from the previous company and after that quarterly. In my opinion, my concern about historical documents and being able to print current balances was not addressed. Lastly, I asked if I could be emailed the appropriate forms to move RESPs and/or close accounts. I was told that wasn't possible and I'd have to speak to a different department and that I could be transferred. At this time I had been on the phone for an hour and 25 minutes, and decided I would not continue to be transferred to another department and to have to wait on hold again. The final piece to this wild customer service adventure. On July 31st I did receive a deposit as you have stated, but it was not from my first request ***** * ********** ***** ** *** ***. It was from the second request made on July 30th.  The piece I find most fascinating is that this request was made using the same confirmation of enrollment that I used for the first request - the documentation I was told verbally over the phone was unacceptable. In short, yes I received one of two withdrawals based on documentation that your team says is unacceptable and I still am not able to print current statements of account. I continue to stand by review ** *** that Embark's customer service is weak at best and doesn't instill confidence given the amount of funds they hold for my family. Under the name of Knowledge First and with on the ground sales and customer service representatives available the customer service, website and general ability to access information was far superior. I would strongly discourage friends and family from using Embark as a service provider. Our family will be moving our RESPs to an institution where we can return to dealing with a representative assigned to our accounts and plans.  At this time I continue to be nervous about my ability to access our funds to pay for my oldest daughter's education ** *** ******* ******** ** *** **** ** ******* *****. I appreciate that you took the time to respond to the BBB review and will further inform them of the response I am sending you know. Regards,