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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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Scotiabank has 130 locations, listed below.

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    Customer Complaints Summary

    • 211 total complaints in the last 3 years.
    • 71 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:07/11/2024

      Type:Product 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 Nov 5 2024 I was charged $30 debit memo to my ultimate package and I have no clue what’s that abt for and chat agents has no clue either
      I want this money to reversed to my account

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

    • Initial Complaint

      Date:05/11/2024

      Type:Product 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 transferred money ($10,000CAD) from my account to pay my *** credit card on September 23, 2028. On Oct. 1, 2024 I checked my *** account, the money transferred was there, but I noticed that I already had 0 balance. I asked *** that I need to get the money back. *** representative told me to call Scotia bank to revert the payment.

      I called Scotia Bank to revert the transfer of funds (Ref # *****************) and the lady said it will be 5 to 10 business days I will received the money.

      I called Scotia bank after 10 business day because the funds still not in my account. I also called *** to follow-up what is the status. *** representative said the funds was sent back on Oct.8 2024.

      I booked for an appointment with the branch at *** ****** **** *********** **** ******** *** * * ************ ******* *** **** ****** with ****** (case # *** *** ***) to follow up. She called the other department and told me to wait until Friday Oct. 25, 2024 and the funds should be in my account.

      Came Oct 25, 2024 the funds (CA$10,000) still not in my account. I called Scotia (Ref.#*********) bank again on Oct 29, 2024 because the funds still not back in my account and told me to wait Monday Nov. 4, 2024.

      I check Tuesday Nov. 5, 2024 the funds still not in my account. ****** **** *** *** ***** ***** *** ** ** ******* **** ****** *** **** **** *** ***** ** **** ** *****

    • Initial Complaint

      Date:04/11/2024

      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 have opened bank account at Scotia Bank **** ***** ** last year
      I
      On Oct 31,2024 I referred to Scotia bank **** ***** ** to request the bank to put stop on one payment from ******* ******* .The teller told me that he has put stop for payment for three months and gave me receipt indicating that there is stop on payment and reduction of 20$ .But day later I found that the payment has been withdraw from my account
      I referred to the branch and advised the issue to the same teller . He instead of apologizing for this issue ,told me that it is the system and I have to wait till tuesday. I mentioned to him that he arrange for stopping the payment but he just gave me statement of account and told me I have wait till tuesday.I asked to talk to supervisor .. She checked for long time and finally again told me that I have to wait till monday. She asked me to talk with Assistant Manager
      Talking with Assistant Manager did not lead to any result and she all the time insisted that it is is system ...
      I several times mentioned to her that it is the problem of the bank and teller and why I should take lots of stress,tension,argument,wasting time ,dealing with my Building Management for NSF rent
      The guys in the bank were not helpful by no means and instead of accepting the problem and try to solve my problem Just insisted that it is the system and system..
      It is worth mentioning that still I do not know if my problem will be solved or not or what will happen to me with my Building Management due to poor performance for branch.
      However I have complaint about the job performance of the staff, about the Non being helpful,about not being flexible to solve the problem *** ****** **** *** ******* ******** *** ******** ******* *

    • Initial Complaint

      Date:30/10/2024

      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 got a travel trailer from ******* ** **** **** **** ** ********* and they put the loan through Scotia Bank. Everything was good until I *** *** ** **** ** ********* * *** ********** ** **** **** **** *** fell behind in the loan, but I got it caught up and tried to change the biweekly date which the funds were withdrawn. Everytime I called to do that they kept giving me reasons why they couldn't and told me to do these steps and then we can. When I did those steps they said sorry we can't change the date. This went on since around June of 2024 *** *** **** *** ******* I tried everything I van to get those payments changed. ** *** **** ******* ** ******* *** **** ***** *** ***** ****** **** ** *** ***** 

    • Initial Complaint

      Date:24/10/2024

      Type:Billing 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.
      This bank changes the order for which bank fee transactions occur and they bounce payments incurring multiple NSF Fees for the same transaction even after receiving a NSF correction.

      Customer Answer

      Date: 20/11/2024

      Thank you for your time, I am notifying you that matter has been resolved. I have received confirmation from both ****** and Scotiabank that the funds have cleared. * ****** **** ********* **** *** ***** ** ******* ******* the bank manager was very helpful after I asked to speak with a manager.

    • Initial Complaint

      Date:02/10/2024

      Type:Product 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 the wrong account to ScotiaBank. The attached scan shows the CREDIT balance.
      ScotiaBank has refused to issue me a refund in anyway.

      I have been to my ScoitaBank branch 4-5 times asked them to resolve this and they have done nothing.

    • Initial Complaint

      Date:22/07/2024

      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.
      Apparently, since the application for my credit card, I have been charged an SCCP Premium. Now I can remember one instance where I was asked for this service and firmly declined. * ** * ***** ****** **** ** *** ********. For the longest time I thought this charge was merely a cost of operation. It is not, it is insurance, insurance I never used nor was aware of. * **** *********** *** ****** *** ****** ***** * *** **** **** **** ** **** * *****. This fee scales with debt apparently. I only became aware of the nature of this cost when I closed the card and was still being charged 130$ for a premium I knew nothing about. Now I am only able to access two years back of records but my estimates are well over 3000$, at least a third of my debt incurred.

      I went for help by phone and they declined. I went in person and they passed me on to someone else. I called them and they ignored me.

      I want remuneration, I want all my payments back, I want the interest on those payments erased, I want my credit back, I want a formal apology for all the phone calls and intimidation tactics used to collect a debt I do not owe.

      Customer Answer

      Date: 14/08/2024

      Hello. They have replied. They rejected my claim, but went on to acknowledge the amount payed. I dispute their estimate and I'm looking to take legal action.

    • 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.

    Scotiabank is NOT a BBB Accredited Business.

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