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Business Profile

Bank

Scotiabank

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bank.

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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Scotiabank has 130 locations, listed below.

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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:15/07/2022

      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.
      On June 26, 2022, there was a fraudulent charge on my credit card. I contacted Scotia (June 26,2022) to let them know that the pending ******* charge for $18.39 was indeed fraudulent. I was told that I would be credited the amount within 2-3 business days--this did not occur. I contacted Scotia again on Friday July, 8, 2022 to inform them that the charge was posted and I did not receive the credit for $18.39.Again, I was told that I would be credited the $18.39 within 2-3 business days. Well, yet again, this has not occurred. I was placed on hold for a total of 3 hours for both phone calls and I want this refunded to my account immediately. I should not have to be continually contacting Scotia about this issue--as it should be easily rectified. Both times the employee stated that the charge was fraudulent and I was not responsible for the charge.

    • Initial Complaint

      Date:12/07/2022

      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 husband and I made a complaint to the Bank Of Nova Scotia regarding the way our request for a mortgage renewal was handled at one of their branches. The issue cost us several thousand dollars and we wanted it looked into. We then received 2 emails exactly 4 minutes apart. The first acknowledged recieving our complaint and indicated the case was in the first stage of resolution. The second stated the matter was resolved and the bank had determined they were not at fault. Since the entire issue had stemmed from negligence and delay at the branch and the emails we received did not give any information as to how the bank had conducted its review and because 4 minutes does not seem sufficient time for a proper examination of our complaint we are asking for assistance from the BBB to get clarity and satisfaction from the bank.

    • Initial Complaint

      Date:06/07/2022

      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 closed my Scotiabank **** after paying off the balance in April 2022. I had previously been in credit consolidation and the credit consolidation company made a payment on the Scotiabank **** after I had closed the account. After some investigation, I discovered that I had a credit of $103 on my Scotiabank ****. I contacted a customer service representative in early June to ask how to receive a credit for this overpayment. I was told that I would have to go into a Scotiabank location to show identification. I went into a Scotiabank location on Wednesday, June 22. Initially the teller gave me the credit in cash, however she made me hand the cash back to her after seeing some sort of alert on my account. She said that she could not help me and I would have to call Scotiabank ****. I made the teller call them as at that point I had spent at least a few hours of my time investigating the issue on the phone, as well as arranging to go in-person to a Scotiabank. She spoke with someone who said that I could not receive a credit as the payment was made over 30 days from the time I called. They said the only way to receive the funds would be to open a new account with them. I think it is very dishonest that Scotiabank did not reach out to me to inform me of the overpayment, and when I attempted to look for the credit using mobile banking it was not apparent. Now it seems more than convenient that too much time has passed to claim this credit. I filed a complaint with Scotiabank **** on June 22, however I have not heard back from them and I have little confidence that they will refund this credit without prompting from a third party. I would like this overpayment to be sent to me as a cheque, just as other credit card companies have done for me in this situation. This money came out of my bank account and it is rightfully mine, not Scotiabank's.

      Business Response

      Date: 04/08/2022

      Business Response /* (1000, 8, 2022/07/22) */ We acknowledge receipt of your email dated July 6, 2022. 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. Thank you for writing to us. Sincerely,

    • Initial Complaint

      Date:29/06/2022

      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 am a low income senior. On Saturday June 25th early in the morning. I noticed the insurance payment go through, before 11 am on Saturday all the money to cover the money was in the account. My son checked the account on Sunday June 26th and there was $3.01 in the account. My son checked the account on Monday June 27th, the check was bounced citing NSF however now the payment shows up as going through Thursday June 24th??? How is this possible?

      Business Response

      Date: 04/08/2022

      Business Response /* (1000, 8, 2022/07/22) */ We acknowledge receipt of your email dated July14. 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. Thank you for writing to us.

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