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Business Profile

Bank

Scotiabank

Headquarters

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 25% of complaints as a representative sample.

Complaints

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

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    Customer Complaints Summary

    • 215 total complaints in the last 3 years.
    • 78 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:28/06/2024

      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.
      My identity was stolen and used top open multiple accounts at scotiabank. I called their fraud department which said they would open something on the credit card account but that they also seen a car loan account which I would have to go into the bank to resolve. Upon going the bank and waiting 20 minutes while the supervisor talked to the bank manager I was told there was nothing they would do. I asked to see the bank manager who promptly came out to tell me the same thing. After asking how they could not give me any information if it was my accounts that they sent me to collections for I was asked to come to his office to discuss. After a few minutes of looking up account he confirmed with me that they were fraudulent accounts which I proceeded to verify my signature which was not the same nor was any of the other information used to open the account besides my license number. The manager then stated that he would help in any way he could and gave me his card to give both the police for the report as well as my mortgage broker as this all came about when I was trying to remortgage. Fast forward to today and my mortgage broker reached out to ask for any information and was promptly told that he would not share any information as he had told me he would do. Also I don't believe anything has been done to get this fraudulent accounts closed and off my credit rating. I am now going higher at Scotiabank to try and get this resolved but no sure why the bank manager couldn't help me out when he has already confirmed all the information with me. There is no set method/process for dealing with this and no one wants it to happen to them but when I finally have it confirmed and the information needed to fix it but that person/business decides to do nothing? I'm at a loss as to how to proceed meanwhile my credit rating is being effected.

    • Initial Complaint

      Date:29/05/2024

      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.
      I had an auto loan payment scheduled for the fifteenth of May, I knew I wouldn't be able to pay it on the fifteenth so the week before the may 15th I attempted to change the payment date online but it was not successful. When the 15th came, the payment tried coming from my account and was returned ******* * ****** **** *** *****. On the 17th I *** **** *** went right into the bank and told them I wanted to catch up on the missed payment and she found the information and the missed payment of 394.09 frome and said I was all caught up. That evening, another payment came out of my account for 394.09. Two payments were made and the money they took from my account was intended to be saved for my next pay on May 31. I called right away to try and fix this and have one of the payments applied to the 31st as the mistake was made from their end. Iwas told they would call me in three to five days. Nine days after not getting a response, I called and was told that they will not fix the mistake and that the 15th payment was successfully changed to the 17th by me online, but the changes did not take effect otherwise the attempt to take payment on the 15th would not have been made and the bank would not have told me "ok, you're all caught up" when i made a manual payment on the 17th. They took two payments from me on the 17th and refuse to apply one to the upcoming payment on the 31st or which that money they took was meant for but instead apply it to the principal of the loan. * *** *** ****** ** ** ****** ****** ******** *** **** ***** ***** ** ***** *****. Now I will miss my payment on the 31st because I will not have the money, **** ** ******* ********* ******** ** ** *** * **** ** ******* * ****** *** **** ** **** *** *** ****** ******* **** **** * ******** ****** ** ** ******* **** ***** ******* ***** *** ***** ****** ** **** ** ******* ** ********* **** *** *** **** ********** ** **** *** *** ****** ** ***** ** *** ****** ******* **** ******* **** ** *****

    • Initial Complaint

      Date:20/03/2024

      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'm writing to formally escalate a complaint regarding an unresolved issue with the joining reward bonus promised by Scotiabank and your representatives in June 2023. Despite fulfilling all necessary criteria, I have yet to receive this bonus.I have escalated a formal complaint with Scotiabank's ECO; however, I am dissatisfied with the unacceptable delays. Between December 2023 and February 2024, I inquired about the status of the bonus payout during conversations at Scotiabank branches and with call center staff. Despite assurances that the bonus would be paid out within a couple of months, it has not been received. On February 29, 2024, I raised my concerns with representative ****** ***, who assured me he would investigate and follow up. After receiving a response from Scotiabank's appropriate department, I was advised on March 10, 2024, to appeal for the bonus in person at a branch location. However, residing in a remote area of ******** ******* ******** makes this unfeasible due to travel constraints. Despite efforts to seek assistance from Mr. ****** ******, the manager of my home branch, I have not received a response after leaving voicemails on two separate occasions. I want to emphasize that I possess ample evidence to support my qualification for the 2023 welcome bonus, contrary to the information provided by Teller ****** *** on February 29, 2024. I have provided screenshots from my August 2023 statement, displaying errors on the Scotiabank reporting system where pre-authorized payments were inaccurately reported as point of sale transactions. Given these circumstances, I kindly request your urgent intervention to rectify this matter and ensure I receive the joining reward bonus I am rightfully entitled to.

    • Initial Complaint

      Date:26/02/2024

      Type:Customer Service 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 went to ******* this morning and attempted to use my credit card when the POS terminal said the transaction was declined. I ended up paying in cash and later found I was still charged for the amount on my credit card. The last time I opened a credit dispute Scotiabank failed to request and obtain the correct information from me to pursue the dispute and then turned around and and closed the dispute in favour of the vendor because they said they failed to get the correct documentation from me. Now once again Scotiabank sends a transaction failure notice to the POS terminal despite they charged my **** and now expect me to ***** ********* ***** opening a dispute for $1 **** ***** *******. * ****** ********* ** **** ** ***** ***** *** ***** ******** **** * *********** ****** *** ** ********* **** ** **** ** *** ******** ****** *** *** ******** **** ** ***** **** ***** *** **** ** **** **** **** *** ****** ******* ****** ** ***** ** ****** **** ****

      Business Response

      Date: 27/02/2024

      We acknowledge receipt of your email dated February 26, 2024.

      At Scotiabank, customer privacy is important. Under the Scotiabank Group Privacy Agreement, we have initiated a review into the complaint raised, and we will respond directly with the customer.

      To confirm, if the customer remains dissatisfied with the outcome of our review, we will be providing them with the next steps in the Scotiabank Complaint Handling process for further escalation.

      Sincerely,

      Jessica M. | Manager

      Customer Answer

      Date: 27/02/2024


      Complaint: ********

      I am rejecting this response because: this solves nothing

      Sincerely,

      **** *******

    • Initial Complaint

      Date:16/02/2024

      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.
      For financial reasons I has my **** account mutual funds with Scotiabank sold and asked to unlock and deposit as instructed. They sold the funds on January 29th. They are sitting in my account as cash. My financial Advisor has emailed Several times following up and is not getting an answer. I have called numerous times and emailed escalated complaints with no answer. I have also emailed the office of the president twice with no response. I am At the end of my rope as both I and my advisor are not getting answers. I want my money deposited to my account is that too much to ask. No one is or Has responded to the requests - not acceptable!

      Customer Answer

      Date: 11/03/2024

      This matter has been resolved .

    • Initial Complaint

      Date:09/02/2024

      Type:Customer Service 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.
      Yesterday February 5th, I called Scotiabank as I see two transactions called ******** *** posted on my account one for $205.80 and another at $115.80. I explained I have no idea who this company is and now incurred two NSF fees totaling at $144.00. There is another pre authorized payment from *** where they tried to withdraw $20.00 from my account which I did not authorize then charging me NSF. I spoke with *** they reversed the payment of $60.80 and then charged me NSF which they were not suppose too. I have asked Scotiabank permanently block any merchant of any pre-authorized payments on my account and they have not done so. I asked them to reverse the charges of as I am unaware of the company and I just had my Scotiabank card replaced last week Friday due to fraudulent activity. $144.00 off my account as I do not recognize the charge from ******** *** and therefore should not be charged the NSF. My account is overdrawn by $144.00 and unable to do any banking due to it. ********** ** ********* ** ****** when I call there customer service and I get agents **** ***** ********* ********* *** ****** ** ******** telling me to go to Scotiabank when I have never had to do this. When I log into the my Scotiabank app I get an notification about an issue and I open it saying I wrote a Cheque for the ******** *** $115.80 which I never did cause I do not have cheques not write any. It says to contact them which I have done the agent yet was unable to assist me *** **** *** ******* ** *** ********* ********* I simply want all NSF charges reversed and will be going into Scotiabank to have this account closed and have a brand new account reopened sometime this week have it done. * **** ** ** ******* *** ****** *** ******** ** ***** **** ** ******* ** ******** ** ** ********

      Business Response

      Date: 13/02/2024

      We acknowledge receipt of your email dated February 9, 2024.

      At Scotiabank, customer privacy is important. Under the Scotiabank Group Privacy Agreement, we have initiated a review into the complaint raised, and we will respond directly with the customer.

      To confirm, if the customer remains dissatisfied with the outcome of our review, we will be providing them with the next steps in the Scotiabank Complaint Handling process for further escalation.

      Sincerely,
       

      Michelle F. | Manager   

      Customer Answer

      Date: 13/02/2024


      Complaint: ********

      I am rejecting this response because: It is not resolving the issue of funds being withdrawn out of my account and their fried department notifying through the app about the charges. I called their department and said I did not recognize the charge nor authorize it. It was two charges and accumulated NSF.

      Scotiabank is not resolving my issue.

      Sincerely,

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

    • Initial Complaint

      Date:07/02/2024

      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.
      Scotiabank repeatedly offered me a balance transfer promotion with lower interest rates. When I completed the balance transfer according to their rules. I transfered $27,500 to the credit card for a 0% interest rate for 12 months. They did not apply the promo resulting in large interest charges on the credit card. I am a responsible user of credit and only did the transfer to take advantage of the lower rate. I pay down the credit card to keep a $27,500 balance (which should not be charged any interest). After initially reversing the interest charges (over $1000 of interest). I was still charged interest in the subsequent months. All further email communication to scoitabank was ignored and when I finally got a response it was a copy and paste of the terms/conditions about how payments work. I replied saying I just want all the interest reversed and to let me know exactly how much I need to pay so that I will no longer be charged additional interest. Since the numbers were all messed up due to an error on their part, I'm guessing some part of the 27.5k is considered regular purchases but I have no way to know that. Only scotiabank can confirm and they have chosen to ignore me. I am requesting to have all my interest charges to be reversed and possibly extend the 0% interest promotion for a few months as compensation. I have also paid down the balance by an extra $1000 to try to avoid any further interest charges. * **** ******** *** ***** ***** ****** **** ** ******** *** ****. It has been 2 weeks since my last email to them and they have not responded.

    • Initial Complaint

      Date:25/01/2024

      Type:Billing 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'm contacting scotiabank regarding the numerous issues I'll had as of lately dating back to the end of september of 2023 **** **** * ******** *** **** ** ***** **** **** *** ** ** ******* **** ********** ** ***** ******** * **** ***** ******** **** ********* *** **** ****** ** *** ** ******* ********* *********** ** ***** ****** ****** ********* *** ***** ******** my first issue was at the end of September I used an ATM in woodbridge vaughan ontatio at a gas station and I took out 40$ I know for a fact it was only 40$ with a 3.50$ charge for the ATM fee when I checked my bank statements in Oct I noticed a double charge I had tried to reach out via online chat or through the app with no luck *** * **** * **** **** **** ** * ***** *** ****** ** ******* ***** ** I feel as if though someone should have reached out from the fraud dept but no one ever did my second problem was October of 2023 I purchased *** ******* in barrie ontario and my card was double charged.. then starting as of November of 2023 and has happend every month since then for a total of three times I have never ever recieved an nsf fee at any point as I can remember ** **** ** * **** ****** **** ****** ******** **** *** **** *** ****** * *** ********* * **** ****** **** ** ********* *** **** ****** **** **** *** **** **** ****** ******* ** *** ******* ** ******** **** ** ******* ****** ** *** **** I never recieved any updated information regarding overdraft policy changes ** *** ********* ******** ****** ** ********** **** *** ****** * ********* ****** ********** ***** *** **** ******* ** *** ********* ** ***** ******* ***** ** ** ********* *** **** ** * ***** *** ** ***** ********* *** **** ** ** ** **** **** ********* *** ****** ******* * ** ******* *********** ********** **** *** ******** ** ****** ***** **** * **** ****** * ****** I would like an apology as well as nsf fees refunded (144$) in total and the double payments investigated as well as refunded as I'm out a total of $200.11

      Business Response

      Date: 26/01/2024

      We acknowledge receipt of your email dated January 25, 2024.

      At Scotiabank, customer privacy is important. Under the Scotiabank Group Privacy Agreement, we have initiated a review into the complaint raised, and we will respond directly with the customer.

      To confirm, if the customer remains dissatisfied with the outcome of our review, we will be providing them with the next steps in the Scotiabank Complaint Handling process for further escalation.

      Customer Answer

      Date: 28/01/2024


      Complaint: ********

      I am rejecting this response because: I still have yet to hear from scotiabank regarding my complaint not to mention I recieved another nsf fee (returned check) for a regular debit charge ***** ** ************

      Sincerely,

      **** ******

    • 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 have several loan agreements with Scotia Bank Canada. in august the bank set up payment agreements with these loans due to my own arrears. i made every payment as agreed by the bank. the bank was to contact me in october to discuss further my line of credit. the original loans continued to be debited and there was no contact made by the bank to me. the bank is now alleging that i breached the payment agreement (which i did not) and is seeking legal action. i enclose all of the enclosures sent to the bank (which was done multiple times). i sought to speak to my account manager who refused to answer my calls. i sought to speak with escalated concerns, who though they have a telephone number, will never answer it nor call you back, they simply will respond via email. they suggest they have investigated throughly and found that i did not honor the payment agreement, even though i have proof of every single payment and sent it to them. i have sought to speak to their complaints appeals office and have not heard from them either. i am deeply disturbed that the bank would act in such a high handed way when i have proof of every single payment to the bank.

    • 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.
      I have book an appointment with south Fraser way branch to get 4.75 percent two year Redeemable term when I arrive they said the deal is over they could not give that to me. Even book an appointment during time they had offer and put note it was for that offer

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