Why does Oaken have poor and unreliable customer service | Oaken Financial | Discussion forum

GIC-Fanatic said
Just a couple of reviews to start with.

Talk about the LH not knowing what the RH is doing... The short of it is, multiple phone calls and multiple emails have (hopefully, finally) resulted in the closing/cash out of my GIC account. Being told to provide x/y/z docs from one person, then finding out from another, nope, not good enough, we need a/b/c docs, then nope, not good enough... Being told, yup, everything is in order then, nope... Constantly moving goal posts is extremely frustrating and a waste of time.

It is such a pity that Oaken has such terrible customer service. This virtual bank's web site is easy to use and their interest rates are better than most. However if you every need to contact customer service - good luck. I have had three horrible exeriences with their agents. I do not need to go into detail here as I am still in the process with the last issue.
As a vitual bank your only human contact is customer service. You would think they would want to have well trained and courteous people employed. When you call with an issue they should give you a case number to track. If the agent does not have the answer rather than putting you on hold they should call you back.
Please please review this critical aspect of your service to us.

What’s your experience? What would be the way you think it should have been resolved? Why are they so disconnected with the customer?

Now is the time to let Oaken know.  

The only issue I can recall with Oaken is their inability to explain why we continue receiving Canada Post GIC Confirmation of Investments and GIC Maturity Instruction Requests while we have had all settings pointing to electronic notifications for at least two years. A waste of paper and postage and shredder use. I've considered sending them invoices for shredder use ...

I just go down to their office by Canada Place for complex stuff. But the pain is that one has to make an appointment.