Joint accounts at Tangerine Bank | Tangerine Bank | Discussion forum

I have been a Tangerine customer for many years. Recently, I tried to convert my individual savings account into a joint account with my wife. I completed all the required steps on my end, and everything seemed to be going smoothly. My wife was then required to call Tangerine to confirm her agreement to become a joint account holder.

Unfortunately, the experience was extremely frustrating.

My wife spoke with the first representative, who had difficulty communicating in English. Since English is not my wife's first language either, this immediately created a double communication barrier. My wife is 71 years old and has limited patience for lengthy telephone interrogations, so the conversation did not go well.

After approximately 15 minutes of unproductive conversation, she was transferred to another representative, and the entire process started all over again. Things finally fell apart when she was asked for the fifth time to confirm her age, despite having already provided her date of birth to the representatives several times.

At that point, I lost my patience, took the phone, thanked the representative for her time, and ended the conversation.

I find your procedures unnecessarily complicated, inconvenient, and particularly unfriendly to older customers. I have been banking with Tangerine for years, yet a seemingly straightforward request to add my wife to a joint account has turned into an unnecessarily stressful ordeal.

My wife is now so frustrated that she is determined to withdraw our money from Tangerine and take her business elsewhere.

I have to ask: Why can't my wife simply log in to her own Tangerine account and confirm her consent to become a joint account holder? Given that Tangerine operates without physical branches and relies entirely on online and telephone banking, I would expect a more straightforward and customer-friendly process.

I understand that identity verification and security are important. However, these requirements should not result in customers being subjected to repetitive questioning and unnecessary frustration.

What can Tangerine do to resolve this situation and make the process easier for my wife? I would appreciate a practical solution that allows us to complete this request without having to repeat the same frustrating experience.