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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:17/12/2023

      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.
      Received a text from Scotiabank fraud two days ago, and they ended up canceling my debit card. Today I received my child tax, ***** ** *** ** **** ********** *** **** I went to the Richmond hill branch at ***** *****, to replace my debit card as I have had to do more than a handful of times in the past year, * *** ******* **** ****** Every single time I’ve been in I’ve verified every single detail on my account because only ID I have that’s any good is my ohip card, with my full name and picture. I asked for a manager as the tellers were all new staff with the exception of Grace. He came out, refused to give me his name or let me verify my account in any way, after I had * **** ******* ** ** ***** **** **** ** **** *** no access to my own cash. He *** **** *** wouldn’t even look at my UD or my account details to even try to help. He actually had security kick me out for trying to get my own money. Wa told I’m not allowed to close account and to go to my home branch, which is impossible without access to my own money ** *** *** ***** The other “manager” Grace whom I’ve dealt with several times over the past two years sided with unknown male manager and claimed she had never seen me before. I want my account closed immediately or a replacement card right away. **** ** ** **** *** **** ***** **** ******* ** ** **** *** ** ********* ** ************ ******** **** ******* ***** **** ** *** ********** ** *** **** *** ** * ******** *** ******** ****** **** *** ****** *** ** ****** *** **** * ***** ** ******

      Business Response

      Date: 19/12/2023

      Dear ****** **, 

      We acknowledge receipt of your email dated December 17, 2023. 

      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,

      Samantha P

      Manager

      Customer Answer

      Date: 19/12/2023


      Complaint: ********

      I am rejecting this response because: I want my account closed out immediately and my balance mailed to me or emailed to me at ***********@*****.com or deposited to my **** bank account for which I have the details. 

      Sincerely,

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

    • Initial Complaint

      Date:22/09/2023

      Type:Customer Service 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 moved from Canada 1 year ago. I called many times to close my account they always hangup after a long wait. I need a phone number for advisor to call and close my acount without waiting hours on 800 number. please stop ******** *** **** ** ****** * **** ** ***** ** ********  hope you provide supervisour phone number to call and close my acount without more hussel.

      Business Response

      Date: 27/09/2023

      Good day,

      We have no business relationship with this person either by name, phone number or email address. They may have a business relationship with Scotiabank however we cannot provide any information on that.

      Thank you,

      Customer Answer

      Date: 27/09/2023

       

      Complaint: ********

      I am rejecting this response because:

      I do have acount and my wife do. not with this number with old canadian number *** *** **** and *** *** **** ***** ****** / **** ******** we both had an acount now I want to close ***** ****** acount our main bank location is ***********, What I ma asking is simple, Give me phone number for the bank customer service or the manager directly to the location Toronto:

      ** ******** *** ** ************ ** *** **** Canada

      I called 800 number many time waiting for 15-30 min and hang up over x4 time different days,

      please be profsional and give me the manager number for that location or the person in charge for that location to close her acount.

      hope this is clear.

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

      Business Response

      Date: 26/10/2023

      We acknowledge receipt of your email dated October 6, 2023.

      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,
       
      *** **
      Manager

      Customer Answer

      Date: 26/10/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and I fix it myself after dealing with poor customer service.

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

      Sincerely,

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

    • Initial Complaint

      Date:24/07/2023

      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 had 2 mortgages with Scotiabank and we are in the process of renewing one but also moving the other mortgage over to td bank. We had voiced our desires with **** ** at Scotiabank, "we would be moving or mortgages" we also informed her not to renew the mortgage on July 7th. Mortgage expired July 10th. We have signed the paper work with ** but Scotiabank is not sending the documents to ** **** but they have now renewed our expiring mortgage for 6 months at %9.25. Scotiabank is dragging their feet inorder to profit off of business that they should not have anymore. It is now July 24 and I don't know what is going on with my mortgages. Thanks, ****

      Business Response

      Date: 28/07/2023

      Dear Better Business Bureau

      We acknowledge receipt of your email dated July 27, 2023.

      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,


      Escalated Customer Concerns Office 
      Bureau de traitement des plaintes transférées 
      _________________________________________________________________________________________________________ 


    • Initial Complaint

      Date:12/07/2023

      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.
      Hi In March/2023, I got a mail from Scotiabank about a balance transfer offer (for scotia MOMENTUM **** card). There would be 0% interest for 12 months. On March 17, I talked to Scotia rep on the phone, used the "Telescotia" option to balance transfer $11,930 to my **** account. The March 17 (friday) was supposedly the deadline to use the option and I made sure with the REP that the OFFER was still valid. Once they confirmed that the offer was still there, I gave the go ahead for the transfer. If the offer wasn't there , there would be no way I would use this option as the interest rate was 20%. The **** to which I was transferring had only 3% interest. In June, I got a text message about $237 interest charge on my scotia account. Only upon verifying I realized that SCOTIA has been charging me 20% interest in the months of April, May and June as follows: April - $195 May - $198.64 May - $7.74 June - $237.89 June - $13.31 July - upcoming...... I phone scotia on June 22 (thursday) and talked to the rep named ZAHI. He said that the transaction had gone through as CASH ADVANCE and that the offer had expired. And I can see the transaction date shows March 20 (monday). The Scotia rep at TeleScotia had wrongly told me that the offer was still valid. And because of the rep's mistake I have been paying interest of $652.58 so far. And there might be more that will be charged in July. ZAHI on June 22 promised that I would get a call from the manager by June 26 (monday). I waited till end of the week and called back Dominique (another Scotia rep) on June 29 (thursday). She also said that the manager was "away" and will call me the next day June 30. ** **** * ******** **** ****** *** ***** ** *** They realized that the Scotia rep made a mistake and didn't want to refund the interest charges. As I suspected no manager, called me on June 30. I need a refund for the $652.58 I paid in interest charges PLUS any charges I might incur in the July bill. Thank you. **** ********

    • Initial Complaint

      Date:05/07/2023

      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 paid my year 2022 property tax through scotiabank. I was paying my mortage plus tax every month to scotia. But last week i got tax bill from **** ** ******* stating i need to pay the tax. I go to scotiabank branch but they dont have any clue. I dont understand why they are not paying my taxes to city

    • Initial Complaint

      Date:27/06/2023

      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.
      Hello. Not sure I have the right place to seek help. Scotiabank canceled my debit card and blocked my access to on line banking, they made it impossible for me to access anything. This was done on a Saturday. When I called they said I could go to a branch to get a new card, there is no branch open on a Saturday or Sunday anywhere near where I live, and they know this. My card was not expiring until the end of July, 2023 but they canceled it more than a month before. I never requested a new card, I never got a a new card, I never activated a new card. They had no right to cancel my card and block me from having any access to my accounts. They provided zero resolution when I called and chatted. Just said I would have to go to a branch with ID to get a new card. Also when I called they requested my date of birth, last numbers on card, last payment on visa, my email address-twice, where I work and home address, they are absolutely not allowed to request this much information to validate it is me. They should never be asking someone where they work. Thanks for any help and insight you can provide

    • Initial Complaint

      Date:15/06/2023

      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 cannot get communication from this bank about account issues. I have call recording and email proof prior to and after depositing a cheque. Prior to there were two calls and one email clarifying cheque validity, I was a fraud victim even though I attempted to contact Scotiabank three times about the cheque I recieved when I was selling a mattress but was assured on the third calll and before depositing that the cheque would bounce without consequence (call recorded). Since then I've received no information about my account while attempting to communicate for about two weeks after accountissuescame up. The manager finally called back in the third week asking for more proof which I had but now before blocking my email. I sent the proof through the original branch email I was given by Scotiabank to verify the cheque, so he has it but still refuses to communicate. The complaint is escalated, I continue to have no communication all of May and all of June about my account that I just want to close because of the bank manager **** ** who instructed all supervisors and employees not to speak to me and who will not contact me himself even with his proof I've provided in May that he requested.

      Customer Answer

      Date: 11/07/2023

      I have heard from the company and as a result and closing my account with them for insufficient capacity to meet customer needs and care for customer concerns in any way shape or form. * **** ********** ****

    • Initial Complaint

      Date:14/06/2023

      Type:Customer Service 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.
      Scotiabank promised to credit me back the $992.11 on May 18,2023, but I never get it. I tried to contact with them, and no response until now. I really hope that BBB can help me with it. thanks.

      Business Response

      Date: 15/06/2023

      Scoitabank will be responding directly to the customer. 

      Customer Answer

      Date: 16/06/2023


      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:26/05/2023

      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.
      On April 25th I did a balance transfer to Scotia bank **** card after received a promotional offer of 0 percent interest with 2 percent transfer fee. I checked my statement today (May 24th) and found a interest charge on my. account. After talking to customer service they told me even though the interest on my balance transfer is 0 percent, I still have to pay 20 percent interest on the balance transfer fee every month until the entire balance is paid off. This was never stated on the promotional offer and I got ******* into applying the balance transfer. Now I am stuck with paying 20 percent interest on the transfer fee until I fully pay off the balance.

      Business Response

      Date: 05/07/2023


      We acknowledge receipt of your emails dated May 26, 2023, June 6, 2023, June 19, 2023 and June 29, 2023. 

      At Scotiabank, customer privacy is very important to us. Under the Scotiabank Group Privacy Agreement, we have completed our review into the complaint raised, and have 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.

      Thank you for writing to us.

      Sincerely,
       
      ******* ** 
      Manager

      Customer Answer

      Date: 05/07/2023

       
      Complaint: ********

      I am rejecting this response because:

      Basically they insisted everything was written in the terms and conditions and yes if you look CLOSELY on the T&C which has about 200 of them, then you can find it. Anyway I just feel like I got ******* into borrowing money from Scotia banks. My word of advice to people is don’t borrow money from them. I hope you can post this on your site so people know. But you can close this case. Thank you for helping really appreciated it. 

      Sincerely,

      ****** ***

    • Initial Complaint

      Date:16/05/2023

      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.
      Received a call from Scotiabank 30 April 2023, stating that my credit card had a transaction that appeared to be fraudulent. Since I did not recognize the number I let the message go to voice mail. I looked up the number and it did not link to Scotia bank. To be cautious I called their customer support number, was routed through to the fraud department who confirmed that yes it was them that had called. My credit card was cancelled immediately. I explained to the person that I had a death in family and that I would need a replacement card as soon as possible. He told me three business days for the least time and upto 14 business days...he confirm my phone number and address, I wait and wait, call Scotiabank 15 May 2023, get told that the credit card is lost ( but that really wasn't the case, Scotiabank mailed the credit card to my previous address which I have not lived at for 10 years. What is really odd is that I have received replace cards at my current address as well as all of my credit card statements. I was on the phone with one individual that was telling me that the card would be sent to the branch...well that branch is in Nova Scotia and I reside in Alberta....I was fed up by all the constant apologies without anything to rectify the situation as soon as possible. I asked to speak with her supervisor and was told that the supervisor would tell me the exact same... On hold and another individual I believe to be name Victoria picks up...gives me the same sort of run around., but finally offers some resolution, she would get a card sent to the nearest location ( still requires me to take time off to go to the bank to pick up said card. She is hopeful that the card will be there in three business days. She still wasn't able to change the address on the profile. I will have to change at the bank. A STRESSFUL TIME dealing with a death in the family made even worst by the poor customer at Scotiabank. I have been a long time and loyal customer ( 30 plus yr)

      Business Response

      Date: 17/05/2023

      We have dealt with this matter and have reached out to the customer as well. 

      Customer Answer

      Date: 17/05/2023


      Complaint: ********

      I am rejecting this response because:
      The company has emailed saying they were investigating the issue.

      That is not a resolution.

      Sincerely,
      ***** ***************

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