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Business Profile

Credit Cards and Plans

President's Choice Financial Mastercard

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Cards and Plans.

Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.

Complaints

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

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President's Choice Financial Mastercard has 4 locations, listed below.

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    Customer Complaints Summary

    • 104 total complaints in the last 3 years.
    • 38 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:25/04/2025

      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.
      With the intention of paying out and closing my credit card, in August 2024, my bank ****** wrote a letter to PCF requesting that my **********  be immediately closed and paid with a bank draft which was also enclosed in the envelope. On September 20th, the cheque was cashed and applied to my account. Knowing that some time had lapsed since the payout amount was requested I called and was given an additional balance outstanding to close this account. On September 27th I paid this amount through online banking. In October I called again to see that it was closed and was told there was an additional small amount outstanding, which I proceeded to pay on October 2nd...In November I called again, again requesting the closure, and was told I still owed $0.12, which I paid on November 1st. I was told to destroy the card, which I gladly did. In January I was unknowingly charged an annual fee of $120. While I thought this account was closed, my credit was being negatively affected by this "unpaid" balance plus interest. I started receiving emails about an overdue payment which prompted me to look into the account again and that's when I realized that I had an outstanding balance. I have called 12 times, collectively spending hours on the phone, and been promised several management call backs and have not received any. This has been the most frustrating and upsetting experience I have ever had with a bank. This morning I paid the balance even though I strongly feel like I do not owe it on an account that I closed but I feel I was strong-armed into it as I want to try to reinstate my good credit rating...there is no avenue for me to rectify this and the damage to my credit is done. The way cardholders are treated by this company really needs to come to light and be addressed. This issue to me is not about the money at all but about the damage to my credit ******* ** * ********* **** **** ******* ** ***** * **** *********

      Business Response

      Date: 25/04/2025

      Customer will be contacted

    • Initial Complaint

      Date:19/02/2025

      Type:Sales and Advertising 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.
      On January 10th I received a promotional offer for a credit card from pc finance. My wife and I have been discussing signing up and with a 125$ welcome bonus (in points value 125,000) it incentivised me to do so. I applied January 12th.

      Upon receiving the card the paperwork inside listed a 100$ on first purchase again in points value. So 25 $ less than I was offered.

      I contacted them about this and was told points are released in batches and I will receive the offer as stated. My issue is that every email contact or the paperwork I was given with the card since activation state 100$ point value.

      I have done some independent digging and it looks like the 125$ value was an offer to any new applicants and expired December 31st 2024. I however received this offer by email on January 10th 2025 and signed up on the 12th.

      I have called them 3 times since receiving this card and tried to explain this and keep getting told its being investigated. My thoughts in making this complaint are more about the deceptive marketing here. My understanding is this is illegal in canada. Of course I am still pressing them to follow through on thier offer of 125$ in points but I am likely not the only one who signed up and was not given what they were promised.

      Business Response

      Date: 19/02/2025

      Hello, 

      We will reach out to the cardholder to further assist.

      Thank you.

      Customer Answer

      Date: 19/02/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, I reached out to the company one more time since the complaint and informed them that I had filed one.   I was put through to a supervisor who looked further into it.   Upon receiving the same screenshots that I sent you they quickly adjusted the balance and fixed my issue.   

      It is unfortunate that it takes 5 calls over a month and threats about making a complaint to be taken seriously.  *** **** *** ****** ********* ****** ******** *** * *** **** ********* *** * ********** ****** *** *********** **** ***********    

      The company has fixed its issue and for me this resolution is satisfactory.




      Sincerely,



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

    • Initial Complaint

      Date:15/01/2025

      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.
      I have been charged an account balance protect charges and protection tax. This occurred 2017. Sales person did not for tell any truthful information and I can not get any answers from PC Mastercard upon on how reduce this dept of 7 years approximately $200 x 84 months. And also will not cancel account balance protection fee.

      Business Response

      Date: 15/01/2025

      We will reach out.

    • Initial Complaint

      Date:19/07/2024

      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.
      On a trip to Mexico in March 2024, I was the victim of theft & fraud. On March 12, 2024, I had my backpack forcefully taken from me on a beach in Yelapa, Mexico. My backpack contained my President's Choice World Elite Mastercard & Visa credit card.
      Fraudulent charges were posted to my PC Mastercard totalling $11,529.88 from March 8 to March 27 **** ******** ******** ***** *** ** ************.
      I have had numerous discussions with PC Financial fraud department but they insist I am responsible for the charges as they claim my PIN was used in each of the transactions.

      Business Response

      Date: 31/07/2024

      we will reach out to the customer

    • Initial Complaint

      Date:18/04/2024

      Type:Billing Issues
      Status:
      Unresolved
      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 been sent into collections by PC Financial because of negligence on their part in sending me my new renewal card at the time that was acceptable I never received it additionally payment arrangements were made and were told that they were put in place which they never were forcing me to take hits on my credit report additionally complaints were filed internally through President's Choice Financial but no resolution or contact was ever made on PC financials part I have yet to speak with a representative on any sort of resolution with this issue yet I am still receiving calls for money to be collected I have an excellent payment history up until none of my requests were made or followed through with on PC financials part

      Business Response

      Date: 18/04/2024

      we will reach out to the client to assist

      Business Response

      Date: 24/04/2024

      Hello, 

      We have just received a update about the complaint and will be calling the customer after 3pm EST as he requested last time I spoke with him to contact him anytime after 3pm since he is currently working.

      Thank you, 

      *****

      Customer Answer

      Date: 06/06/2025



      Complaint: ********



      I am rejecting this response because:

      Since 2023 I have been attempting contact with PC. Originally they wouldn't send me a replacement card when mine expired. I fell on hard times and was unable to pay my bill. I have tried to work with them. A year ago i was offered a deal and unfortunately I wasn't working and wasn't in a position to take the deal. I am now, and I attempted to call. I was hung up on by the first rep stating "pay the balance in full" then I called back again, spoke with a lady who said she would have the guy I spoke with last year call me back that day. This was almost a week ago and I haven't heard from them again. I want to make a settlement so we can be done with one another and move on from this. The service I'm receiving is awful, the unprofessional conduct and lack of compassion is completely disgusting. I have called them many times and no one has called me back. I have been dealing with this for 2 years now.



      Sincerely,



      **** *******

    • Initial Complaint

      Date:28/03/2024

      Type:Product 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.
      Hi,
      I accidentally agreed to upgrade my World Elite Master card on Feb 8 via PC App and did not noticed there is a $120 fee. When I saw that on the same day I called their customer service department and asked to downgrade the card. They told me to wait till the new card arrives and then downgrade the card and the fee will be reimbursed. I received the card on Feb 15 and downgraded it on the same date and called customer service, they said in 5-7 days the fee will be refunded. Which did not happened. Then I called again and they said that it will be refunded in next billing statement. When I have received the march 2024 statement I still did not see the credit. So I called again and being told wait for April statement, I denied that and wanted to speak to a supervisor. On March 21 I spoke with a supervisor called Roger and he assured me that he will find out why the fee is not returned and promised to call in 5 days. Since then I did not see any fee being reimbursed and no one called. So I called the customer service again on March27 and they said there is no supervisor available and they do not see any update.

      I am not supposed to run around with this when this is clearly your companies issue.



      Sincerely
      **** *******

      Business Response

      Date: 01/04/2024

      We will reach out to the customer to address their concerns.

       

      Customer Answer

      Date: 01/04/2024



      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:22/03/2024

      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 m a client of PC financial for years and I warning them about my trip to South America Brazil, they block my card for no reason and I can't buy food for my family or medication to my medical condition (multiple sclerosis) . I called them and even warned them about and ask solutions to unblock my account and even with all that options they didn't agree to help me to unblock my account and didn't give me limit of time/ days to that problem be solved

      Business Response

      Date: 22/03/2024

      Hello ******,

      Reviewing your account there was a hold on it due to security reasons because you were travelling we saw purchases that were out of country we just wanted to confirm and make sure these were legitimate. Now, reviewing the account it looks like the hold has been removed and we added a travel notification so it will work during your trip.  I hope this resolves and fixes your complaint.

       

      Thank you, 

      David

    • Initial Complaint

      Date:01/03/2024

      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.
      PC closed my MasterCard after being a customer since 2020. I have never missed a payment and the balance was always paid in full.

      They gave no explanation, I have no access to the card history or statements for tax purposes.

      They refuse to provide a reason or do they return your calls.

      Business Response

      Date: 01/03/2024

      Hello, 

      We are currently investigating the customer's Complaint and we will be reaching out to the customer once the investigation has concluded. He had filed a complaint and explained to the cardholder the reason of account closure due to our terms and condition section 4.1 in our cardholder agreement. Cardholder did not like the answer and requested to close the complaint so he could escalate it further and is now with Complaints Appeal Office.

      Thank you, 

      David

    • Initial Complaint

      Date:21/02/2024

      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.
      On Feb 12th I received an email from Terrylin from PC Finanical Group stating that I did not qualify for their account protection plan because I "was unemployed, self-employed, retired' despite the fact that I had submitted documents stating I worked 40 hours a week for a marketing company. Furthermore I have additional work & am certainly not "unemployed, self employed, or retired".

      This comment by Terrylin is erroenous, ********** and is a ********** claim by PC Fianncial Group simply made in ******** unprofessional intent as a means of not to continue by their obligations in the contract that I signed. However, I signed the contract under the belief that such services - that I AM eligible for - would be provided. And thus PC Finanical Group BROKE their contract by ********** erroenous claims and thus I am not obligated to retain my side or obligation due to their ********** behaviors. ....................................

      Furthermore despite being told my card would be received in the mail within 7 to 10 business days I have not received it in the mail by Feb 16th. Given that PC Finanical Group can not do the basics of their contracted obligations and erronously stated I am not working who knows if their employees have even sent my card to the right address. If they have not - and again given their employees blatant ******** - someone may be in potentially ******* possession of my card due to PC Finanical group's ********.

      Business Response

      Date: 21/02/2024

      We will reach out to the customer to address their concerns.

      Customer Answer

      Date: 21/02/2024



      Complaint: 21306108



      I am rejecting this response because it is less than satisfactory 



      Sincerely,



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

      Business Response

      Date: 28/02/2024

      We will reach out to address customers concerns

    • Initial Complaint

      Date:21/02/2024

      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.
      i paid this card off over a year ago and tore it up, i was being called everyday it was so stressful i got the money and paid it off, i do not even know where to find an account number, that is how DONE i have been with this bank, i DO NOT owe you guys a single cent, as a matter of fact i made sure to pay extra because i never want to deal with this company again. i have been noticing my credit score has been dormant for months, i contacted the credit breau and was informed it is my PC balance that is causung it, i was shocked, i logged into my PC account and noticed i have a $-9 balance for almost a year now thats has been draining my credit, i want to know what kind of legal action i can take in this situation?

      Business Response

      Date: 23/02/2024

      We will reach out to assist.

    President's Choice Financial Mastercard is NOT a BBB Accredited Business.

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