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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:21/08/2023

      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.
      I received a call from tangerine bank their phone number last night saying someone was trting to get in my account from a different city i answered their questions got a text from them everything thinking nothing of it until i tried to pay for something with my bank card to find out its locked went online to double check tje number called it said I had to tslk to security department but they are not taking calls may take 1 to 2 days to here something back i then said dont thinks and called every hoir until i got them now i have to wait 10 days for them to change my client number and invesigate as to why and how tbey called from tjeir number for me to do anything i have to call and ask for a release of mh money and they will do it for 30mins this needs to be resolved asap why do i have to wait ***** ** ** **** **** **** ****** ** * ******** ** ******** ******* ***** 

    • Initial Complaint

      Date:17/08/2023

      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.
      I have been a client with tangerine for about 5 + years ...I have all my deposits goin through them etc. Recently I got ******* from a online person from ****** ***** . And I've emailed tangerine the ladies msgs she sent me n our convo. *** **** ** * *** ***** * * ********* ** *** *** * So I wanted the bank to check it for me, and fhen I could respond to the *********** person properly . And I emailed and called them explaining wat I was doin and wat I was wanting . Just for them to check that Check for me . They are a online bank, so I had to send it to them with there mobile app. ...anyways after communicating with them for days yesterday they completely shut down my account! I explained again n again that I did wat I was supposed to do . ******* ***** * **** ***** * **** ** **** ** ** **** **** ***** **** ********* ** ******** *** ***** *** ***** ***** ***** ** ********** **** ****

    • Initial Complaint

      Date:04/07/2023

      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.
      I deposited a cheque via the banking app on the 29th of June. I was told I will have $1000 available immediately after I deposit the cheque. To my surprise, tangerine didn't make that available. They put a hold on the WHOLE amount. I can't even see my bank history because everytime I click on my cheqings account it says my funds are on hold. I called them immediately to resolve the issue but was told the issue happened because they didn't see the picture of the cheque. The first person I spoke to said the pictures should load later on in the day and will be resolved in a couple hours. After about 12 hours I called them back since I was having same issue. This time the lady on the phone said the $1000 looks released on her end. Then after 10 mins on hold she says the security team put a hold on it. So which one is it? I've been with this bank for years and there's no reason why ALL MY CHEQUE AMOUNT WAS PUT ON HOLD. ** * **** **** ***** ******* * ******** ********* ** **** ** *** ******** *** ************ **** **** ** *** ********* ****** ***** *** **** **** ********** Today is the 1st of July and I still do not have access to the promised $1000. My case number is *****************

    • Initial Complaint

      Date:01/06/2023

      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 May 11/2023 I tried to access my Tangerine account and was unable. Called in and was informed my account was compromised and my account is now locked while they get me a new account number. Was told it would take 10 business days and to call May 25 if it isn't done by then.
      May 25 comes around and I still don't have access. Called in again and told they need more time at which point I asked for my case to escalated because they are not giving me access to my money and I have bills to pay.
      June 1 now and still no access to my money.

      Business Response

      Date: 09/06/2023

      We have filed a formal complaint and the client has been provided with the reference number to this complaint. It is also confirmed that the issue was resolved on the same day that the complaint was logged. The client will receive a formal response once the investigation has been completed. 

    • Initial Complaint

      Date:01/05/2023

      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 4/24/23, I went to deposit a cheque for $1,000 **** *** ******* ** ** ** * ***** ** * ******** ********** The Tangerine app mentioned that the funds could be on hold up to 5 days. Well on day 5, not only has the hold not been released, I spent hours on the phone being transferred from one person to the next only to find out they're holding until at least 5/4/23. *** ********* *** **** ** **** ***** ****** **** ************* ** ******* * *** *** * ****** ****** ** ********* ** ******** ** ** ****** ****** The irony of the situation: funds were withdrawn from the issuers account on 4/25/23 ** ********* *** **** *** ** ***** ** **** ***** ******** ******** **** **** ** **** **** *** **** *********** ** ****** * ****** **** * *** **** *** *** ** ** ********** ** *** ********* *** *** **** *** release me MY MONEY. ***** ** *** ********** *******

      Business Response

      Date: 02/05/2023

      Thank
      you for sharing your concerns with us. We regret to learn about your
      experience.
      Someone has been in contact with you regarding your concerns. 

    • Initial Complaint

      Date:26/04/2023

      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.
      Tangerine without warning locked my account and now I can't pay my bills or my mortgage. Their level of customer service is terrible and should be reported to the Ombudsman and the FCAC.

      Business Response

      Date: 05/05/2023

      Thank you for the email we will be reaching out to the client directly.

    • Initial Complaint

      Date:02/03/2023

      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 had some frauds from a few ******** restaurants place delivery in my tangerine check account last month. I never used ********, I don't eat in restaurants since I don't work anymore!!! I asked tangerine to stop the ******* from taking money in my bank account, instead of stopping it the employee did nothing... I had two other amount withdraws from ******** again on febuary 02: 32.37$ and 93.69$ wich they never refund me 1 month later!!! ** ******** ******* they put you on hold for 15 min, then they transfer you, then they put you on old for another 20 min, then they transfert you, then on hold for 15 min, and then you get to speak with someone again and they say they will fix it and... they don't!!! *** ******** ** ********** ******* ********

      Business Response

      Date: 17/03/2023

      Thank you for sharing your concerns with us. Rest assured that this matter has been investigated and we have contacted you directly regarding the outcome. We
      sincerely apologize for your experience and thank you for providing your candid
      feedback so that we can improve our services and products, and continue to
      demonstrate our commitment to meeting your banking needs.

    • Initial Complaint

      Date:24/02/2023

      Type:Billing Issues
      Status:
      Unresolved
      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.
      January 10th Tangerine took 202.46 and 648.15 from my chequing account. I called right away to find out why they had disobeyed my overdraft protection and reversed a refund resolved from months ago. I contacted them by phone right away and all ll I received was dishonest and vague information. First they claimed visa was the only one responsible for those types of reversals then they claimed they received a mysterious document they cannot share.
      Tangerine bank further stole 202.46 and 798.32 from my savings severap days later to cover up the mess they caused in my chequing account. Till this day they have not given me an honest answer or proof as to why they stole from me. I am a human who needs food to eat but without money I cannot do that and this is all happening inexplicably.

      Business Response

      Date: 14/03/2023

      A case ID had been generated when we received initial contact from the client. We have been in constant communication and are working toward a resolution.

      Customer Answer

      Date: 17/03/2023



      Complaint: ********



      I am rejecting this response because: There is one solution and that is to return my money in a timely manner. There has already been a lack of honesty on behalf of Tangerine therefore I will not accept anything less that financial restitution. 
      As per my consumer rights I am well within my means to exercise my grievances to mediators until I aam satisfied with the just resolution of merchant caused inconveniences.



      Sincerely,



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

      Customer Answer

      Date: 17/03/2023

      The business has not returned any money to my account

    • Initial Complaint

      Date:27/01/2023

      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.
      Hi, I had a Chequings accout, Savings Account & a TFSA in my sons name with an estimated $600+ in the account. They’ve removed access for years, said I won’t be able to retrieve my child’s money because I owed them a negative $20-$40 dollars. So yes I’ve tried to reach them multiple times and they’ve declined help every single time.

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

      Business Response

      Date: 14/02/2023

      Thank you for the email we will be reaching out to the client directly.

    • Initial Complaint

      Date:03/01/2023

      Type:Service or Repair 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.
      I contacted tangerine numerous times on 12/31/22 and spent hours on the phone to find out why refunds were not posting to my account. * *** ***** * *** ****** **** **** ****** nothing was done to refund me or find out why refunds were not posting to my account. I went to 2 different ******* locations and each had issues refunding me. I went back to the store and they couldn't refund. I saw the money entering my account and then disappearing. * ***** * **** *** *** ******** ********** ** *** **** ** ******* ****** **** ******** **** ***** **

      Customer Answer

      Date: 04/01/2023

      Things have been resolved with tangerine 

    Tangerine is NOT a BBB Accredited Business.

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