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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:26/02/2024

      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.
      I went to ******* this morning and attempted to use my credit card when the POS terminal said the transaction was declined. I ended up paying in cash and later found I was still charged for the amount on my credit card. The last time I opened a credit dispute Scotiabank failed to request and obtain the correct information from me to pursue the dispute and then turned around and and closed the dispute in favour of the vendor because they said they failed to get the correct documentation from me. Now once again Scotiabank sends a transaction failure notice to the POS terminal despite they charged my **** and now expect me to ***** ********* ***** opening a dispute for $1 **** ***** *******. * ****** ********* ** **** ** ***** ***** *** ***** ******** **** * *********** ****** *** ** ********* **** ** **** ** *** ******** ****** *** *** ******** **** ** ***** **** ***** *** **** ** **** **** **** *** ****** ******* ****** ** ***** ** ****** **** ****

      Business Response

      Date: 27/02/2024

      We acknowledge receipt of your email dated February 26, 2024.

      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,

      Jessica M. | Manager

      Customer Answer

      Date: 27/02/2024



      Complaint: ********



      I am rejecting this response because: this solves nothing



      Sincerely,



      **** *******

    • Initial Complaint

      Date:16/02/2024

      Type:Service or Repair 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.
      For financial reasons I has my **** account mutual funds with Scotiabank sold and asked to unlock and deposit as instructed. They sold the funds on January 29th. They are sitting in my account as cash. My financial
      Advisor has emailed
      Several times following up and is not getting an answer. I have called numerous times and emailed escalated complaints with no answer. I have also emailed the office of the president twice with no response. I am
      At the end of my rope as both I and my advisor are not getting answers. I want my money deposited to my account is that too much to ask. No one is or
      Has responded to the requests - not acceptable!

      Customer Answer

      Date: 11/03/2024

      This matter has been resolved .

    • Initial Complaint

      Date:09/02/2024

      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.
      Yesterday February 5th, I called Scotiabank as I see two transactions called ******** *** posted on my account one for $205.80 and another at $115.80. I explained I have no idea who this company is and now incurred two NSF fees totaling at $144.00. There is another pre authorized payment from *** where they tried to withdraw $20.00 from my account which I did not authorize then charging me NSF.

      I spoke with *** they reversed the payment of $60.80 and then charged me NSF which they were not suppose too.

      I have asked Scotiabank permanently block any merchant of any pre-authorized payments on my account and they have not done so.

      I asked them to reverse the charges of as I am unaware of the company and I just had my Scotiabank card replaced last week Friday due to fraudulent activity. $144.00 off my account as I do not recognize the charge from ******** *** and therefore should not be charged the NSF.

      My account is overdrawn by $144.00 and unable to do any banking due to it. ********** ** ********* ** ****** when I call there customer service and I get agents **** ***** ********* ********* *** ****** ** ******** telling me to go to Scotiabank when I have never had to do this.

      When I log into the my Scotiabank app I get an notification about an issue and I open it saying I wrote a Cheque for the ******** *** $115.80 which I never did cause I do not have cheques not write any. It says to contact them
      which I have done the agent yet was unable to assist me *** **** *** ******* ** *** ********* *********
      I simply want all NSF charges reversed and will be going into Scotiabank to have this account closed and have a brand new account reopened sometime this week have it done. * **** ** ** ******* *** ****** *** ******** ** ***** **** ** ******* ** ******** ** ** ********

      Business Response

      Date: 13/02/2024

      We acknowledge receipt of your email dated February 9, 2024.

      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,
       

      Michelle F. | Manager   

      Customer Answer

      Date: 13/02/2024



      Complaint: ********



      I am rejecting this response because: It is not resolving the issue of funds being withdrawn out of my account and their fried department notifying through the app about the charges. I called their department and said I did not recognize the charge nor authorize it. It was two charges and accumulated NSF.


      Scotiabank is not resolving my issue.


      Sincerely,



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

    • Initial Complaint

      Date:07/02/2024

      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.
      Scotiabank repeatedly offered me a balance transfer promotion with lower interest rates. When I completed the balance transfer according to their rules. I transfered $27,500 to the credit card for a 0% interest rate for 12 months.

      They did not apply the promo resulting in large interest charges on the credit card. I am a responsible user of credit and only did the transfer to take advantage of the lower rate. I pay down the credit card to keep a $27,500 balance (which should not be charged any interest). After initially reversing the interest charges (over $1000 of interest). I was still charged interest in the subsequent months. All further email communication to scoitabank was ignored and when I finally got a response it was a copy and paste of the terms/conditions about how payments work.

      I replied saying I just want all the interest reversed and to let me know exactly how much I need to pay so that I will no longer be charged additional interest. Since the numbers were all messed up due to an error on their part, I'm guessing some part of the 27.5k is considered regular purchases but I have no way to know that. Only scotiabank can confirm and they have chosen to ignore me.

      I am requesting to have all my interest charges to be reversed and possibly extend the 0% interest promotion for a few months as compensation. I have also paid down the balance by an extra $1000 to try to avoid any further interest charges.
      * **** ******** *** ***** ***** ****** **** ** ******** *** ****. It has been 2 weeks since my last email to them and they have not responded.

    • Initial Complaint

      Date:25/01/2024

      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.
      Hi, I'm contacting scotiabank regarding the numerous issues I'll had as of lately dating back to the end of september of 2023 **** **** * ******** *** **** ** ***** **** **** *** ** ** ******* **** ********** ** ***** ******** * **** ***** ******** **** ********* *** **** ****** ** *** ** ******* ********* *********** ** ***** ****** ****** ********* *** ***** ******** my first issue was at the end of September I used an ATM in woodbridge vaughan ontatio at a gas station and I took out 40$ I know for a fact it was only 40$ with a 3.50$ charge for the ATM fee when I checked my bank statements in Oct I noticed a double charge I had tried to reach out via online chat or through the app with no luck *** * **** * **** **** **** ** * ***** *** ****** ** ******* ***** ** I feel as if though someone should have reached out from the fraud dept but no one ever did my second problem was October of 2023 I purchased *** ******* in barrie ontario and my card was double charged.. then starting as of November of 2023 and has happend every month since then for a total of three times I have never ever recieved an nsf fee at any point as I can remember ** **** ** * **** ****** **** ****** ******** **** *** **** *** ****** * *** ********* * **** ****** **** ** ********* *** **** ****** **** **** *** **** **** ****** ******* ** *** ******* ** ******** **** ** ******* ****** ** *** **** I never recieved any updated information regarding overdraft policy changes ** *** ********* ******** ****** ** ********** **** *** ****** * ********* ****** ********** ***** *** **** ******* ** *** ********* ** ***** ******* ***** ** ** ********* *** **** ** * ***** *** ** ***** ********* *** **** ** ** ** **** **** ********* *** ****** ******* * ** ******* *********** ********** **** *** ******** ** ****** ***** **** * **** ****** * ****** I would like an apology as well as nsf fees refunded (144$) in total and the double payments investigated as well as refunded as I'm out a total of $200.11

      Business Response

      Date: 26/01/2024

      We acknowledge receipt of your email dated January 25, 2024.

      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.

      Customer Answer

      Date: 28/01/2024



      Complaint: ********



      I am rejecting this response because: I still have yet to hear from scotiabank regarding my complaint not to mention I recieved another nsf fee (returned check) for a regular debit charge ***** ** ************



      Sincerely,



      **** ******

    • Initial Complaint

      Date:04/01/2024

      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 have several loan agreements with Scotia Bank Canada.

      in august the bank set up payment agreements with these loans due to my own arrears.

      i made every payment as agreed by the bank. the bank was to contact me in october to discuss further my line of credit. the original loans continued to be debited and there was no contact made by the bank to me.

      the bank is now alleging that i breached the payment agreement (which i did not) and is seeking legal action. i enclose all of the enclosures sent to the bank (which was done multiple times).

      i sought to speak to my account manager who refused to answer my calls.

      i sought to speak with escalated concerns, who though they have a telephone number, will never answer it nor call you back, they simply will respond via email. they suggest they have investigated throughly and found that i did not honor the payment agreement, even though i have proof of every single payment and sent it to them.

      i have sought to speak to their complaints appeals office and have not heard from them either.

      i am deeply disturbed that the bank would act in such a high handed way when i have proof of every single payment to the bank.

    • Initial Complaint

      Date:02/01/2024

      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.
      I have book an appointment with south Fraser way branch to get 4.75 percent two year Redeemable term when I arrive they said the deal is over they could not give that to me. Even book an appointment during time they had offer and put note it was for that offer

    • 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 
      _________________________________________________________________________________________________________ 


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