Complaints

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

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• 

  Tangerine

  North York, ON M2H 3S8

• 

  Tangerine

  111 Gordon Baker Rd Toronto, ON M2H 3R1

• 

  Tangerine

  3389 Steeles Ave E North York, ON M2H 0A1

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.

• Initial Complaint

  Date:23/12/2022

  Type:Service or Repair Issues
  Status:

  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.

  I am a tangerine customer. On November 27th, 2022; i went to a ********** abm ****** ********* ********* *** **** *** ****** *** ** ******* ** ********* to deposit $830 of my hard earned money. Now while depositing, I inserted the whole bills and even the abm took all the money in and it took it out cause it was a bunch. So I inserted again small quantity of bills . First , some $50 bills , then some 10 and 5 . The machine took the bills and while counting; it stopped and showed me a error on the screen ( there is a error pls take your items or it will be held for security) . But nothing ever came out of the machine. And then just my card and a slip mentioned as deposit error . I attached a copy of that error. I spoke with customer service; they launched investigation and issued me a 300$ as a good will gesture *** **** ***** * **** **** **** * **** **** ****** *** **** * ******* This is more than 4 weeks and still no solution and who will compensate me the remaining $ 530 . The bank can check their cameras and can see the time frame . But they are not taking any actions. Pls help me get my money back

  Customer Answer

  Date: 16/01/2023

  I did receive my funds reversed this morning and it looks like the issue is resolved. I could have not done it without the help from your organization. Thank you for your fast and efficient action to implement and resolve this matter .

• Initial Complaint

  Date:19/12/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  TANGERINE HAS MY ACCOUNT BLOCKED AND I NEED ACCESS TO MY FUNDS, THEY TOLD ME GO TO ****** AND ********** I DID BOTH WITH NO SUSPICIOUS ACTIVITY ON EITHER END ON MY REPORT.
  I NEED MY MONEY RETURNED TO THE ACCOUNT I SENT IT FROM OR ACCESS TO MY FUNDS.

  Business Response

  Date: 17/01/2023

  The issue was resolved internally, and the client was notified directly.

  Customer Answer

  Date: 17/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:i still dont have access to my money after I updated both credit bureau reports as tangerine requested.
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:07/12/2022

  Type:Service or Repair Issues
  Status:

  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.

  Background info:
  I resigned from my previous employer, ******* ******* ************, in October 2022. My last day was Oct. 21, 2022.
  I had a locked-in pension plan with *** **** during my employment with *******, which I made regular contributions to. However, due to the termination of employment, a locked-in pension plan can be unlocked.
  I even went as far to confirm this with the CRA's Registered Plans Directorate department, ***** *** ********* **** *** ******** ** ****** ************** * *********************** and there shouldn't be any issues with unlocking, especially due to personal financial hardship, the funds being only $21K (below 25K, not enough for a decent pension income anyway), and especially my termination of employment.
  ******************************************************************************************************************************** ******* **** ** ********* *** *** ********* I have faxed all the necessary documents to Tangerine, as per their instructions, in order to release my funds, but Tangerine still refuses to unlock my funds, despite confirming with their customer service that the funds will be unlocked by Dec 6, 2022.
  It will be greatly appreciated if BBB can assist with the unlocking of my funds.
  Otherwise, I will escalate by making a formal complaint to Tangerine CEO ******* ****** report this to *** Go Public and social media, initiate legal action, and close all my Tangerine accounts.
  
  RSP Acct# **********
  Amount: $21,003.29
  Tangerine Client# ******** ***** ******** ************ *******************

  Business Response

  Date: 19/12/2022

  Issue has been resolved.

  Customer Answer

  Date: 19/12/2022

  
  
  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,
  
  
  
  ***** ********

• Initial Complaint

  Date:06/12/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On October 19th 2022 my house insurers partially paid out a large claim due to damage to my home from Hurricane Fiona. My mortgage is with Tangerine bank so any claims that are paid out are paid jointly to myself and Tangerine Bank in the form of a cheque. Prior to depositing the cheque I called the Bank to find out the process of how the cheque would be deposited, which account it would go into and how I would access the funds to pay for my major building repairs. I was told by the agent whose name I did not get that the cheque would be deposited into my "account" and that funds would be accessible as I needed them.
  I called back a few weeks later to find out how to deposit the cheque as the automated app deposit service would not work. I was passed to 3 people and on the third person I was placed on hold while they obtained the information. I also wanted confirmation on the process as I could not see anything on the Bank's website that stated how this process was managed. This person kept placing me on hold to get the information and at that point I asked to speak with the Supervisor/Manager so that I could ask these questions directly. He refused instead offering me the ability to raise a complaint.
  I was then told that the cheque would be deposited into a trust account and that I would have to produce receipts for the contract work, contact the Bank via email and then the money would be released either by cheque or direct deposit. Someone would also contact me within 56 days regarding my complaint. As of writing it is day 60 and I have had just one email stating the opposite of what I was told the process would be and I still cannot see the status of the funds that I have deposited so it appears as though I have no proof that this money even exists. I also still do not have a direct phone number for anyone at the Bank should I need to have a deposit released immediately.

• Initial Complaint

  Date:01/12/2022

  Type:Service or Repair Issues
  Status:

  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.

  Today is the 19th day (the 14th business day) since I reported that my Tangerine account has been compromised. The bank placed a restriction on all my banking activities as soon as I reported the incident on the evening of November 13, 2022. I was told that I would have a new client number within 10 business days. Apparently, this is not the case, and no one ever contacted me even after I brought up the issue to their Client Response Group.
  
  Every time I need access to my own money in Tangerine bank, I have to call them and wait 30 minutes to over an hour to get temporary access. This is tremendously affecting my day-to-day life as this also prevents payments go through for my mortgage, utilities, childcare and salary deposits etc.
  
  ********* *** **** **** ** * ***** ** *********** *** **** **** **** ** * ***** ** ************ ** ********* ******** ******** **** ** ********** *** * *** ***** ** ********** **** *** ****** 

  Business Response

  Date: 09/12/2022

  We can
  assure you that the challenges you encountered are not indicative of the
  quality of service that Tangerine strives to achieve and provide to all our
  Clients. Our employees attempt to create the best Client experiences every day;
  the feedback you have shared ensure that situations, such as you experienced,
  are immediately addressed internally. Our records indicate that the matter has been rectified, however, please don't hesitate to contact us directly should this not be the case. 

  Customer Answer

  Date: 10/12/2022

  
  
  Complaint: ********
  
  
  
  Initially, I was told that someone would contact me in 2
  days, then it became 10 days. Finally, it took nearly 4 weeks for me to receive
  a new client number. During that period of time, I had to wait 30 minutes to over
  an hour just for someone to answer my call. No one could answer my questions when
  I inquired about some transactions that were unclear to me. And all my auto-payments,
  pre-authorized payments, and deposits became so chaotic that I had to cancel everything.
  Essentially, I had no choice but to move away from Tangerine in order to get myself
  out of this nightmare.

  ***** * ***** ********** **** ***** ***** ** **** ******** ******** *** ******** *** **** ****** ** ******* *** ****** ** **** * *** ** ***** ** ***** *** ** **** ** ******** * *** ****** ****** ** ************* This is the second
  time I had bad experience with Tangerine this year. * **** ***** **** ** **** ** *** ****** **** * **** **** ******* **** ***** ********* ******* **** ***** ******** *** *********** **** ****. Although, I’m staying with Tangerine for the promotional
  interest, I had moved my daily banking else where *** * ****** ********* ********* ** ******* ********* * ** ******* ** ***** ** ********** **** *** ***** ** ***** ** **** *******
  
  
  
  
  ***** *** **** ****

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair Issues
  Status:

  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.

  I just want to access my account but the web sight will not let me unless I update a new security measure.

  Business Response

  Date: 25/11/2022

  Issue has been resolved.

  Customer Answer

  Date: 25/11/2022

  
  
  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,
  
  
  
  ****** *****

• Initial Complaint

  Date:11/10/2022

  Type:Service or Repair Issues
  Status:

  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.

  I am trying to access my account at tangerine and have not had success for about 2 weeks now. The wait time to talk to someone is over 30 minutes and sent a complaint to the company with no reply. I am considering closing all of my accounts with them. ****** ******

  Business Response

  Date: 26/10/2022

  Thank you for sharing your concerns with us. We regret to learn about your experience.

  We have notified the appropriate team of your request
  and you will be contacted as soon as possible where further assistance will be
  provided. 

  Customer Answer

  Date: 26/10/2022

   
  
  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,
  
  
  
  ***** *****

• Initial Complaint

  Date:31/08/2022

  Type:Service or Repair Issues
  Status:

  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 signed up for a Tangerine credit card several months ago and right away Tangerine flagged my account and put a hold on it.
  A few weeks ago I signed up for a chequing account with Tangerine and they put a hold on my chequing account as well.
  I have tried to contact Tangerine dozens of times and have only gotten thru to them maybe two or three times and when I do they tell I have to talk to their security team which I've done. The security team gave me instructions to verify I am who I say I am to gain access to my accounts. I have done as I was instructed and still do not have access to my accounts or the money that is in those accounts.
  I have phoned Tangerine time and time again in the last month to get this resolved and everytime I'm actually able to get thru to them they either say they need to transfer me to the security team and just hangup or transfer me which I end up sitting on hold for an hour or more. Then when a security associate finally takes my call they tell me all the same things I've already been told and ask me to do the verification methods over and over. I've already emailed them the info they wanted to the email they provided and still they have not lifted the restrictions on my account. My money is sitting there and I cannot touch it. *** ******* **** ***** **** ********** **** ** *********** I have been very patient and have been polite and done as I was instructed to do and they still, months later, have not done anything to get me access to my account. I spoke with a representative yesterday that agreed with me the security team needs to take the restrictions off my account and that they have no business putting the restrictions on my account.
  The security team that put the restrictions on my accounts is the credit card security team. My question is why can the credit card team restrict my chequing account. That acccount has nothing to do with them. They have no business touching it.

  Business Response

  Date: 28/09/2022

  We have notified the appropriate team of your request and you will be contacted
  within the next 1 – 2 business days where further assistance will be provided.
  
  We regret to learn about your experience and apologize
  for any inconvenience this may have caused you. Your feedback will be shared
  with the appropriate departments. We truly value our Clients’ voice and welcome
  all feedback to improve our products and services. 

• Initial Complaint

  Date:25/08/2022

  Type:Service or Repair Issues
  Status:

  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.

  HI,
  
  I asked Tangerine to cancel a bank draft (issued on July 19th) on Aug 12 after the carrier lost it. I received a declaration of lost agreement on Aug 16th, signed and emailed back immediately. Today is August 23rd, the new draft has not been mailed out and the agent on the phone told me it's still under investigation, there is no timeline that the new draft will be issued. I do not understand what's the problem here and I need to close my mortgage ASAP with the new draft. Please look into this matter.
  
  Thanks,
  ** ***

  Customer Answer

  Date: 19/09/2022

  I've heard from Tangerine and successfully resolved the issue. Thank you for taking the time to look into this matter for me.

• Initial Complaint

  Date:10/08/2022

  Type:Service or Repair Issues
  Status:

  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.

  Irreguar activity was reported on my savings account and I was locked out and unable to access my funds. After several calls, each time with a wait time of over 2 hours, I was told there would be an investigation and after a set number of business days the issue would be resolved. After a period of 7 business days the issue was still not resolved, I still do not have access to my savings and I am on hold, again, for 2+ hours waiting to get answers.

  Business Response

  Date: 02/09/2022

  Case number was generated and acknowledgement of their case was sent. This issue was resolved and just pending the closure of their case. Client will receive a final response directly, once completed, for their investigation.