Business Profile

Scholarships and Financial Aid

Embark

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

53 total complaints in the last 3 years.
22 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.

Initial Complaint
Date:22/04/2025
Type:Order 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.
Embark financial are refusing to transfer my daughters resp to our new bank. Ive been in contact sense january and still not done. They phone system is terrible and it's impossible to speak to anyone who speaks English.
They are not communicating with me or my bank.
Business Response
Date: 02/05/2025
Thank you for expressing your concerns, at Embark
Student Corp, we strive to provide professional and efficient service to all
our customers and take all complaints very seriously.

We sincerely apologize for the inconvenience this situation has caused you.
Your request to Transfer Out has been
completed. An email has been sent to the client with more information.

If there are any further concerns, please connect back with the Customer Care
team at ********@******.ca
Initial Complaint
Date:07/04/2025
Type:Billing 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.
Somehow our RESP lost us money.

We enrolled with them for our daughter's RESP. We paid into the plan for a year. After a year, they sent us a check for the amount we had paid minus an registration fee. The reason for the return was they didnt have our daughter's SIN.

When we called them, we challenged them on the charge on the grounds that if they did not have a SIN, how could they register us and thus charge a registration fee? They claimed that they did invest our money justifying the charge.

If they did invest our money, did they keep what money was made?

How can you provide a service that is meant to improve the lives of our children and use that service to take money from them.

My next steps will be to report them to OSFI.
Business Response
Date: 08/04/2025
Thank you for expressing your concerns, at Embark
Student Corp, we strive to provide professional and efficient service to all
our customers and take all complaints very seriously.
A formal response has been provided to the customer with the next steps in the complaint process.

If there are any further concerns, please connect back with the Customer Care
team at ********@******.ca
Customer Answer
Date: 17/04/2025

Complaint: ********

I am rejecting this response because:
The organization took no action to mend a relationship with us. They basically said tough luck we dont care. They didnt even look for ways to retain our business.
They then fumbled their information and caused us added stress over more than $1000 they owed us, claiming we had cashed a cheque which we hadn't and asking us to obtain proof that we hadn't. They then realized their mistake, but still, their actions throughout this process has made it apparent they do not care.

Sincerely,

******* *********
Customer Answer
Date: 17/04/2025
The ~$1000 has been allocated, however, the initial issue was not resolved.
Business Response
Date: 28/04/2025
Thank you for expressing your concerns, at Embark
Student Corp, we strive to provide professional and efficient service to all
our customers and take all complaints very seriously.
A response has been provided to the customer with next steps in the complaint process.

If there are any further concerns, please connect back with the Customer Care
team at ********@******.ca
Customer Answer
Date: 28/04/2025

Complaint: ********

I am rejecting this response because:
A business who takes the customer experience seriously does not consider directing their customer to a government agency to lodge a formal complaint as a viable solution.

Sincerely,

******* *********
Initial Complaint
Date:07/10/2024
Type:Customer Service 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.
I started my son's RESP with ****** ***** *********. It was then taken over by Embark Student Corp. After 1.5 years of them withdrawing money from my account with no online access or updates/account statements, I requested to withdraw my son's account to another institution. This request was made in writing on June 27th 2024. They have made excuses and delayed transfer. I have called and left messages and sent e-mails to request a call back. They have refused transfer several times and have also advised me that in the fine print I recieved after my account was opened, there would be a large charge withdrawn from the account for withdrawals. They admit I was not notified of this until after it was opened. They have continued to denie transfer and will not return my calls.
I would like to have the fees waived and for them to finally transfer the account. Faxes and account transfer requests have been sent several times over the last 5 months.
Business Response
Date: 11/10/2024
Thank you for expressing your concerns, at Embark Student Corp, we strive to provide professional and efficient service to all our customers and take all complaints very seriously. We sincerely apologize for the inconvenience this situation has caused you. Your request to process your transfer out has been completed. If there are any further concerns, please connect back with the Customer Care team at ********@*******ca
Customer Answer
Date: 18/10/2024

Complaint: ********

I am rejecting this response because:
They still refuse to reimburse the charge they are now applying and had not notified me of before I opened the account.
They still refuse to return my phone calls or emails.
They said in their response last week that they had completed the transfer but my banking institute has still not recieved any correspondance nor the account funds.

Sincerely,

******** ****
Business Response
Date: 31/10/2024
Thank you for expressing your concerns, at Embark
Student Corp, we strive to provide professional and efficient service to all
our customers and take all complaints very seriously.

We sincerely apologize for the inconvenience this situation has caused you. An email has been sent to the customer to look into her claim further.

If there are any further concerns, please connect back with the Customer Care
team at ********@*******ca
Customer Answer
Date: 06/11/2024

Complaint: ********

I am rejecting this response because: they have just now transferred the account. They still have not reimbursed me the chargers nor compensated me for 5 months of lost interest. They stopped withdrawing funds in June after the original request was sent proving they lied and did not transfer the funds until the end of October claiming the request was not recieved until September.

Sincerely,

******** ****
Business Response
Date: 08/11/2024
Thank you for expressing your concerns, at Embark
Student Corp, we strive to provide professional and efficient service to all
our customers and take all complaints very seriously.

We sincerely apologize for the inconvenience this situation has caused you. Your request is still under review.

If there are any further concerns, please connect back with the Customer Care
team at ********@*******ca
Customer Answer
Date: 12/11/2024

Complaint: ********

I am rejecting this response because:

The business emailed me after I lodged this complaint and had said they would respond to my complaint within 5 days. They did not. I just received another email saying they and continuing to look into it and have extended it another 10 days. Unfortunately this is what they kept doing when initial request to transfer the account was made in June. They acknowledged and then kept delaying. This is not a professional way to conduct business.

Sincerely,

******** ****
Business Response
Date: 22/11/2024
Thank you for
expressing your concerns, at Embark Student Corp, we strive to provide
professional and efficient service to all our customers and take all
complaints very seriously.

We sincerely apologize for the inconvenience this situation has caused you. A response to your request was provided on November 15 2024 with the next steps to take in the complaint process. Most recent response provided on November 21 2024.

If there are any further concerns, please connect back with the Customer Care
team at ********@*******ca
Customer Answer
Date: 28/11/2024

Complaint: ********

I am rejecting this response because: they have openly admitted they are in the wrong by only notifying me of charges for withdrawing account, after I had opened the account.
They also show a timeline which is wrong and falsified. We have dated proof and acknowledgement of cease of withdrawals into that account since June however they continued to make excuses for over 5 months before transferring. This is money lost in interest as well as charges.

Sincerely,

******** ****
Business Response
Date: 29/11/2024
Thank you for expressing your concerns, at Embark Student Corp, we strive to provide professional and efficient service to all our customers and take all complaints very seriously.

We sincerely apologize for the inconvenience this situation has caused you. A final response was sent to the customer on November 15 2024. This is the final response from the company. The next steps in the complaint process has been provided to the customer so that it may be further reviewed.

If there are any further concerns, please connect back with the Customer Care team at ********@*******ca
Customer Answer
Date: 04/12/2024

Complaint: ********

I am rejecting this response because:

They still have not responded after my last rejection. I would like at least my money from the fee back.

Sincerely,

******** ****
Initial Complaint
Date:10/08/2024
Type:Sales and Advertising 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.
Complaint regarding ****** Student Plan (formerly Knowledge First Financial KFF).
RESP account opened in March 2021 after months of harassment with repetitive phone calls and guilt ridden explanations of why we aren't doing the right thing if we don't sign up with them - my son was born in September 2020 with calls beginning within days while still in the hospital and it was explained that the hospitals provide them with all information regarding births and that they are partnered with the Canadian Government to provide the best possible service. The best service is far from the truth - with all of the fast talking, over-complicated explanation, we unknowingly agreed to an RESP that required a sales fee to KFF of $4045.00 that would be fully refundable, including all contributions made (not including any grants). Fast forward a year later when I began to seek withdrawal and account closure unsuccessfully, as customer service has made this near impossible - email correspondence this same year 2022 also confirmed that my sales fee is in fact refundable before communication stopped. Then in 2023 the company changed their name to ****** and held a "vote" where it was decided to void all existing contracts and agreed upon terms, essentially making the sales fee no longer refundable. How can somebody else vote to void MY contract without my vote, and my lack of response simply considered agreement of new terms? My signed contract explicitly states my fees are refundable and I have requested this be upheld and since denied. In 2024 I have again asked to stop payments yet they continue to be processed. I've asked to transfer to a reputable institution and have received no assistance. Now my account no longer seems to be registered, when registering a new account, attempting online chat, or calling customer service, I'm met only with errors. I simply wish to have my $7,857 in contributions transferred to a reputable institutions RESP program & my account effectively closed.
Business Response
Date: 22/08/2024
Thank you for expressing your concerns, at ******
Student Corp, we strive to provide professional and efficient service to all
our customers and take all complaints very seriously.

We sincerely apologize for the inconvenience this situation has caused you. Your request has been sent to our Compliance Department for review.

If there are any further concerns, please connect back with the Customer Care
team at ********@******.ca
Customer Answer
Date: 14/01/2025

Complaint: ********

I am rejecting this response because:
While ****** maintains that my original contract did in fact state that my plan was subject to fees, the sales associate at the time engaged in misleading tactics which did not clearly identify that $4,045.00 in fees were taken from the start of the plan, leading to years of contributions without any accumulation. Through email communication with this agent I was reassured that my sales fees were in fact refundable otherwise she would consider KFF an irreputable institution. Upon further attempts to withdraw funds I was informed that a vote had occurred which now deemed my right to refund invalid, which occurred at the same time as the name change to ******. Through numerous consumer reports and online comments, it is my understanding that this is all common practice, including these votes by others which alter my agreed upon contract, as well as company name changes to avoid due diligence in agreed upon terms under previous ownership. When referencing this sales agent and the email communications I am simply told that she is no longer employed - which does NOT void any agreement or understanding that she made with me through our contract and sale agreement or additional communications. This company preys on new families as I was harassed for weeks leading up to my joining their RESP through countless phone calls beginning on the day after we left the hospital after our baby was born. I would encourage investigation into how they are obtaining this information and using it to harass new parents and guilting them into joining their corrupt plan. The financial hardship that these practices have placed on my family and detrimental affect that it had had on my sons future education is unacceptable *** ***** ******* ********** ** ************* ********* ***** ***** ** *** ******* * **** ****** *** ** ******* ** ***** ****** **** *******. I simply want to transfer ALL of my $7,857.00 in contributions to another reputable financial institution to continue saving for my son's education and ****** will not allow it. In addition to take over $4,000 they have now held my money ******* until I agree to pay even further fees to them, causing these funds and my sons education savings to sit in limbo. A quick search of this company will show that I am not the only ****** and that these are normal practices. The lack of compassion and understanding from customer representatives within ****** has only added to the challenges of this situation as they care only about keeping my hard earned money and nothing more.

Sincerely,

******* ******
Customer Answer
Date: 27/01/2025
This is regarding Complaint ID: ********

I have reached out to my personal bank to set up an RESP and transfer the funds The issue however is the fact that I was assured by ****** during my original contract that any fees were completely refundable after I discovered that I was misled into how the fees were paid - all upfront over the course of 2 years as opposed to spread out over an 18 year policy lifetime. I have been unsuccessful ever since in getting those fees refunded, transfer to another RESP or not. So I have invested $8,000 into my sons future education, ****** wants to keep $4,045 of that because a "vote" changed their policy on refunds at some point modifying my contract, and they want additional fees to transfer to ****

******** **** ** ***** **** **** **** ** ****** ******** *** **** ******* *** **** ****** ***** ***** ** **** ***** ** ***** *************** *** **** **** * ****** ******** ** ***** ** ******* ***** * ****** ***** ** *** *** ***** *** ** ***** ***** ********* ***** ******* Either way, willing to painfully transfer JUST $2500 of my almost $8000 investment into a 4 year olds future education simply isn't okay. I was misled over fees to begin with - then reassured that I can transfer out and get my money back, only to be roadblocked ever since until such time that they've modified my contract to state they get to keep my money.

Thanks,

**** ******
*************
Initial Complaint
Date:19/04/2024
Type:Order 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.
Dear Better Business Bureau,

I am reaching out to express concerns about recent modifications to the FlexFirst RESP plan managed by Embark, of which I am a policyholder. In December 2023, significant changes were made, including reducing management expense ratios and removing the "Return of Enrolment Fee" feature following a subscriber vote.

Despite examining official communications on both Embark’s website (*******************************************************************) and regulatory filings on SEDAR Plus under Embark Student Corp., detailed information about the vote—such as the number of votes for, against, and abstentions—remains undisclosed. The prospectus indicates that a quorum of merely three individuals is sufficient for decisions, which is problematic given the large number of policyholders (68,433 as of October 2023).

Additionally, there is a discrepancy in communication practices. Customer service representatives claimed that emails were sent to planholders about the vote, yet neither my wife nor I received any such communications prior to the changes taking effect on December 31, 2023.

Given these issues, I request the BBB’s assistance in:

-Securing official documentation from Embark detailing the voting turnout and results.

-Investigating the adequacy of the notification process used for these significant plan changes.

Should the documents and your investigation reveal a lack of transparency or inadequate representation in the voting process, I advocate for a reconsideration of these plan changes, with a new vote conducted under more transparent and inclusive conditions.

Thank you for your attention to these matters. I look forward to your support in advocating for fair and transparent practices in financial services.

Best Regards
Business Response
Date: 24/04/2024
Thank you for
expressing your concerns. We’re sorry
to hear of your less-than-satisfactory experience with Embark Student Corp and hope you will accept our sincerest apologies. We value our customers' opinions and would like to thank
you for bringing this to our attention.

We have sent an email to the customer advising that a final response will be provided by May 3rd.

If you prefer, you
can also contact our Customer Care team at ********@******.ca
Customer Answer
Date: 24/04/2024

Complaint: ********

Dear Better Business Bureau Team,

Thank you for your prompt response and for forwarding my concerns to Embark Student Corp. I appreciate your efforts to address the issue and your assurance of providing a final response by May 3rd.
I will await the detailed response from Embark Student Corp by the specified date. Should I need further assistance or if the issue remains unresolved, I will get in touch.
Thank you once again for your attention to this matter.

Sincerely,

**** ****** ********
Business Response
Date: 26/04/2024
Thank you for expressing your concerns. We’re sorry to hear of your
less-than-satisfactory experience with Embark Student Corp (formerly Knowledge First Financial). We
value our customers' opinions and would like to thank you for bringing this to
our attention.

We will be reaching out to you directly and you should get an email from us on May 3 2024.
Customer Answer
Date: 02/05/2024

Complaint: ********
Good afternoon,
Thank you for your prompt response and for indicating a commitment to address my concerns by May 3rd. I appreciate your attention to the timeline.
I would like to kindly request that all communications regarding this issue be conducted exclusively through the Better Business Bureau website. This approach not only ensures transparency but also maintains a clear and accessible record of our interactions, which is crucial.
Please ensure that your response is posted here on the BBB platform by the agreed deadline of May 3rd. If the response is provided via email instead of being posted here, I will consider the issue as unresolved and the question unanswered. Your cooperation in adhering to this communication method and timeline will be greatly appreciated.
Thank you for your understanding and I look forward to your reply on this platform by May 3rd.
Best regards,

**** ****** ********
Business Response
Date: 03/05/2024
Thank you for
expressing your concerns, at Embark Student Corp, we strive to provide
professional and efficient service to all our customers and take all
complaints very seriously.

We have sent you an
email answering your inquiry and providing the next steps to take in your complaint. Thank you
Customer Answer
Date: 06/05/2024
Complaint: ********
Dear Embark and BBB,
Thank you for your recent response. I must note, however, that despite my specific request, this response was not communicated through the BBB platform, impacting the transparency and integrity of our communication process, which is crucial for public trust and record-keeping.

Additionally, I wish to highlight that three weeks ago, I specifically asked for a detailed breakdown of the votes for, against, and abstained regarding the changes to the FlexFirst RESP plan. This question remains unanswered to this day, which is concerning. Providing this information is essential for verifying the legitimacy and transparency of the voting process, significantly impacting all policyholders.

Given the lack of response to my earlier inquiries, I respectfully insist that Embark provide this voting breakdown here on the BBB platform to ensure all proceedings are transparent and accessible. Addressing this fundamental aspect of our inquiry comprehensively is crucial to move towards a satisfactory resolution.

I remain committed to resolving this matter constructively and look forward to a response that includes the requested voting breakdown, posted directly on this platform, as originally agreed. I have attached a copy of my message from three weeks ago where I raised this same issue, to remind us of the ongoing nature of this concern.

Thank you for your attention to this matter.

Sincerely,
**** ****** ********
Business Response
Date: 10/05/2024
Thank you for
expressing your concerns, at Embark Student Corp, we strive to provide
professional and efficient service to all our customers and take all
complaints very seriously.

We have advised the customer that personal response to complaints from the company are directly sent to the customer and not to this platform. Thank you.
Customer Answer
Date: 13/05/2024

Complaint: ********

Good afternoon,
Thank you for your recent communications. It appears from your responses that company policies prevent Embark from publishing responses directly on the BBB website. If this understanding is correct, I propose the following approach to ensure progress while maintaining transparency:
1) I will respond on the BBB website and assess if Embark's response meets the satisfactory criteria.
2) Concurrently, Embark can continue to provide detailed responses to my queries via email.

This dual approach will ensure that while adhering to your internal policies, the process remains transparent and documented on the BBB platform.

In line with this, could you please provide the detailed voting numbers I initially requested by email? Transparency in the voting process is crucial, especially since the outcomes significantly affect the stakeholders. On your website and previous communications, you have disclosed percentages for votes in favor of changes by Flex First and Family Single Student subscribers. Given this precedent, disclosing the complete voting turnout and results should align with your practices for transparency.

The detailed voting information is essential not only for verifying the legitimacy of the voting process but also for understanding how decisions that removed valuable policy features were made. As a stakeholder directly affected by these changes, I believe it is my right to access this information.

I look forward to your forthcoming response and hope for a transparent disclosure of the information requested.

Best regards,

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

Business Response
Date: 14/05/2024
Thank you for
expressing your concerns, at Embark Student Corp, we strive to provide
professional and efficient service to all our customers and take all
complaints very seriously.

We have sent you an
email responding to your inquiry.
Customer Answer
Date: 24/05/2024

Complaint: ********

Dear Better Business Bureau,

As this complaint process concludes, it is disheartening to
reflect on how Embark has managed legitimate concerns regarding their voting
procedures for changes affecting the FlexFirst RESP plan. Despite repeated and
clear communications, Embark has failed to provide answers to critical
questions, leaving significant doubts about their transparency and governance.

Concluding Remarks Based on Assumptions:

I assume that Embark will not answer my original question,
either within the BBB channel or by email — specifically, the number of votes
for, against, and abstentions in the subscriber vote. This omission will result
in this complaint being tagged as “unresolved” on the BBB website.
I also assume that these details are not published on
SEDAR+. Should any of these assumptions be incorrect, I strongly urge an Embark
representative to provide specific details and documents through the BBB
platform, ensuring transparency and allowing for appropriate modifications to
this complaint.
Lack of Response:
More than a month has elapsed since I requested explicit
details about the voting process, as highlighted in my initial query dated
April 15, 2024 (Refer to “1 - Email to Embark - 2024-04-15 - no PII”). A
legitimate and transparent process would typically allow Embark to provide this
information within a standard timeframe. Their failure to do so suggests a lack
of organizational efficiency or, more concerning, an intentional withholding of
information. Unfortunately, Embark has also failed to provide any justification
for not disclosing this crucial information.

Questionable Voting Process:
Embark claims that their voting process is legitimate (Refer
to “2 - Email Communication with Embark during BBB process - no PII”). However,
their reluctance to disclose essential voting data, combined with a quorum
requirement of only three individuals for decision-making (Refer to document “3
– CircularFlexFirstPlanEnglish”), starkly contradicts this assertion. It is
alarming that significant policy changes, affecting tens of thousands of
subscribers, could be influenced by such a minimal number of participants. This
raises serious concerns about the potential for future changes that may not
align with policyholders' interests.

Communication and Transparency Concerns:
From the beginning, I have sought a transparent dialogue
through the BBB platform, ensuring that our communications were documented and
publicly accessible to reinforce consumer trust. Regrettably, Embark has opted
not to engage through this public channel, choosing instead to limit their
responses to direct communications. This approach contradicts their public
assurance that they "take all complaints very seriously."
Furthermore, despite my willingness to accept direct email responses, Embark
has remained inflexible and has not provided any explanation for their refusal
to communicate directly on the BBB website.

Conclusion:
Embark's approach to this complaint has been characterized
by evasion and non-cooperation, undermining their stated commitment to
professionalism and showing a profound disregard for stakeholder rights. Their
response—or lack thereof—suggests that Embark's assurances of taking complaints
seriously are superficial at best.

As we proceed to list this complaint as “unresolved” on the
BBB website, it becomes evident that Embark's practices concerning transparency
and stakeholder engagement require substantial improvement. Unfortunately,
subscribers must now consider the potential future implications of Embark's
governance on their investments and their children's education.

Thank you, Better Business Bureau, for your oversight and
efforts to mediate this matter. Although a satisfactory resolution was not
achieved, I appreciate your role in promoting greater accountability and
transparency, which are essential for protecting consumer interests.

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

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

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

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Embark is NOT a BBB Accredited Business.