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Business Profile

Bank

Tangerine

This business is NOT BBB Accredited.

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Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.

Complaints

This profile includes complaints for Tangerine's headquarters and its corporate-owned locations. To view all corporate locations, see

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Tangerine has 3 locations, listed below.

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    Customer Complaints Summary

    • 111 total complaints in the last 3 years.
    • 25 complaints 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:11/01/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 made an online purchase from ****************** in an attempt to purchase legal prop money for my entertainment start up business. Website directed me to send e-transfer. Less than 8 hours after transfer, seller wouldn’t respond to the agreed in person pickup. I reported to Tangerine, they were useless compared to other banks I’ve dealt with in this type of scenario. The sellers e-Transfer is linked to his personal name, **** ***** *****. Tangerine told me if the transaction is under $250, they cannot help to reverse. * ** ** **** * ***** ****** ********* ***** *** *** **** ** ****** *** * *** **** ****** ** ********* ********** *** ******** ****** **** ****** ** **** *** ****** ***** ** ** ********* ** * **** **** **** ** ******

      Business Response

      Date: 09/02/2024

      Tangerine has logged the complaint and will connect with the Client.

    • Initial Complaint

      Date:05/01/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 had a hard credit check on myself from tangerine. I called them, I was told they have no idea who or why a credit check was done. I already have a credit card with tangerine. I tried *******, ****** *****. So far I have no information from anyone on who did the credit check on me. I believe it is fraudulent, but tangerine won’t help . What kind of business is that. I would like to add, I spent just shy of three hours on hold with them.

      Business Response

      Date: 05/02/2024

      Thank you, please be advised that we will reach out the Client.

    • Initial Complaint

      Date:04/01/2024

      Type:Service or Repair 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.
      I made a payment to the wrong account via online banking, tried to recall the payment but it would not do so and advised me to call the bank. I called BOTH the bank and the vendor and the vendor says it does not have the payment yet the $900 is gone from my account. Two months later, I am still awaiting Tangerine to resolve the issue on my behalf as **** ********* is ignoring them and they may or may not get it back - then what ? No one knows.

      Last week, I paid for gas with my Tangerine debit card, apparently there was a duplicate payment of $75 twice taken from my account and the gas bar claims they cannot find the duplicate payment and yet it is gone from my account. I am told by Tangerine it is my problem and to seek $ from the vendor. This bank does NOT protect your money or do much for you. *** *** *** ******* ******** *** ******** *** ** **** ** **** ** ********

    • Initial Complaint

      Date:02/01/2024

      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.
      Drove 45 min to ****** to buy groceries but unfortunately my ****** **** credit card didn't work. So called tangerine to inquire why, I was placed on hold for 35 min for customer service to reveal to me that I need to speak to ****** **** security. She placed me on hold for another 40 minutes to finally get a voice message that's says mail box Is full then the system hung up on me. I called back waited for 1 hour & 30 min. To be transfered again for another 30 min wait to speak to ****** **** security but unfortunately got the same voice message "the mail box is full" the system hung up on me 2nd and third time. Im home now without any groceries. Unable to use my credit card. It turns out if anyone calls for a 2nd or 3rd time , the system wil place them on hold for longer on the queue...This bank is bad news and im unable to cantact ****** **** security to use my card or buy anything. They simply won't answer. I don't know what to do I attempt to call them 3 time now & 6 hrs later still on hold but to no avail...wow. This is beyond belief please what should I do

    • Initial Complaint

      Date:04/12/2023

      Type:Service or Repair 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.
      Bank account has been frozen due to clerical errors on tangerines part.
      Frozen account has been blamed on account security being compromised. No information has been leaked or fraudulent activity has occurred out of my account including transactions that weren't authorized. Account has been frozen for over 20 days with no resolution. Trying to contact the bank results in wait times of approximately 2 hours on average to only be put on hold again. ******* ** ** ******** ******** ** ****** ** *** ********** ** ** ******** ******* **** ***** ****** ** ** **** ***** ** ******* *** **** **** ****** ** ** ********** **** ******* ****** ********** This has resulted in numerous payments not being able to be made including mortgage payments. ** ******* ***** ********* ******** *** *** **** ****** *** **** ** ****** ** * ** * ******* **** *** *** ******** ** ** **** * ********* *********** ***** ** ** **** ****** *** ** ****** *** ***** ** ** *********

    • Initial Complaint

      Date:09/11/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 oct 21 2023 my personal account was locked by tangerine due to fraudulent activity reported by me. they assured me it would take 5-10 business days to reopen my account and provide me with a new account #. it has been nearly 3 weeks and I still cannot access my account. * ****** ******* *** ****** *** **** ** ***** **** *** ****** ***  I am unable to pay bills unless i call security dept. wait on hold for a long time to have them unlock my account and only for 30 minutes at a time.
      I have received no contact from tangerine regarding how long this will take. The security dept. says it is in process still. * **** **** ********* ********* *** ***** ********** ****** **** ******* **** **** ************

      Business Response

      Date: 16/11/2023

      Hi Team,

      A new profile was created for this client on November 10, 2023, and her situation is resolved. I will connect with them to see if there is anything more that is needed.

       

      Thank you,

       

      ***

    • Initial Complaint

      Date:06/11/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      * *** ******** * ****** ** ****** Someone hacked into my Tangerine account, moved $14,000 from my savings to my chequing and then proceeded to e-transfer a total of $15,000 to an unknown account that was not mine.
      I was away on vacation when this happened (10th Oct 23) and I was without cell service. It was only when I came back into service (12th Oct 23) that I was able to report *** ***** to Tangerine *** *** ***** It is now the 5th Nov 23 and I have had no resolution. I have been charged several times already for not being able to pay bills, mortgage etc and I STILL do not have my money back.
      I have had to make every effort to contact Tangerine, often waiting over an hour on hold to be told the same answers* ***** *** ********* ********** ********* **** **** ** ***** *** * ** *** ***** **** ***** ******** ******* ** ********* **** *** * ******* **** ***** ******** ******* *** ****** ****** **** **** ******* ** *** ***** ********* * ** ********* ***** *** *** ******* **** * **** ***** *** ** ***** ******

      Business Response

      Date: 09/11/2023

      A complaint has been logged and the client has received an acknowledgement. We will continue to investigate and the client will receive a formal letter regarding their complaint with the results of the investigation. 

    • Initial Complaint

      Date:18/09/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 sept 1, Tangerine Bank locked my account and I have not been able to log on or access my money since. I have called their phone line, the only way to get in contact with anyone, and every time I'm stuck on hold for hours, and when I finally get ahold of someone they tell me something different every time. I have provided documents requested and no response for a week.

      At this point I just want my money and to close my account.

      Business Response

      Date: 06/10/2023

      Our records indicate that there was a complaint directed logged with us and the issue was resolved. Client has been directly communicated on the resolution of their complaint.

    • Initial Complaint

      Date:18/09/2023

      Type:Billing 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.
      Over the past year they kept locking my debit card without any notice or reason, and every time I had to call their customer support and wait on hold sometimes for over an hour, just for them to tell me I need to go to a ********** ATM and change my pin.

      Due to this being a recurring incident and it was a huge inconvenience for me to have to be calling their customer support and then go to an ATM to change my pin I decided not to bank with Tangerine any longer.

      Also the fact they advertised and mentioned a $400 sign up bonus which I never received during the two years I used Tangerine. ***** ** ***** ************ 

      I transferred all the funds out of my account and stopped using their services. However they have charged me a NSF fee of $45.

    • Initial Complaint

      Date:08/09/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 made a purchase yesterday 2023-09-06 at an ***** store for an watch for 1739.07. The purchase is in pending status today 2023-09-07 and not removed from my total balance as ***** didn't collect the funds. I decide to return the watch for a refund today. ***** scanned my watch and issued an immediate refund. Tangerine refuses to have that reflect my balance and said it would take 5-7 business days for me to get my money back?? The money is sitting in my balance and does not show a hold. * ** ********* * **** ** *** ****** **** ***** *** * ********** ** ** ********* ******* *** *** ** *** *** *********  I have no idea why they are holding my funds?? If I had paid cash then I would of had my money instantly. Why are they holding my money? ***** issued the refund and the merchant said it would be instantly. Yet, when I try to make a purchase it is declined. ** ******* ***** ******* ** *** *** *** **** *** ********** **** * *****  I want them to release my funds as they are holding them and it doesn't even show that they are holding the funds, only reason I know is when I try to make a purchase and get a decline. I spoke with 2 different representatives and was told that it would be 5-7 business days for me to get a refund. What is going on? I didn't cash a cheque, it was immediate funds for use, why am I waiting or have to wait for 5-7 business days? **** ** *******

      Business Response

      Date: 21/09/2023

      Hi,

      This was an oversight by our team and we will be logging a complaint and contacting the clieint.

      Thank you,

      The Client Response Group

    Tangerine is NOT a BBB Accredited Business.

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