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Locked out of Tangerine
January 12, 2022
2:23 pm
paul d
Newbie
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Forum Posts: 2
Member Since:
January 11, 2022
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I have now been locked out of my Tangerine Account for 30 hours and counting. I have been put on hold for countless hours to Tangerine security. Just really poor almost unbearable music. I finally escalated to a csr supervisor who although empathetic was not able to do much. She was able to look and see that there was no fraudulent activity which I was relieved by. She looked at notes and said it was noted by security that something was flagged when I was trying to create an external link with RBC the day before(to transfer $ between institutions) so they just go ahead and lock it?!? They did not reach out by phone or email to warn me or discuss their security concerns. The supervisor said that the notes said I would have to email a copy of my DL or Passport, and a utility bill or cc statement showing that I am who I am?! She could not even forward the Tangerine security email to me she was told. I had to get a pen and write it out. If I had not at least pushed higher and received this info I would still be relying on phoning in and waiting on hold for who knows how many hours. I really question whether someone actually picks up? Its beyond comprehension really that a financial institution would do this sort of thing. This all started when I was about to log in to transfer some funds and get some bills set up to be paid and that's when my password had been locked and I was only prompted to phone the regular customer service # which is crazy in itself..a csr just redirects you to hours of nonsense..no answers, no pickups and being left on hold hour after hour. Its almost as if they have you held for ransom. Your account is inaccessible so what else does one do other then wait and wait. Its wrong and inexcusable!. Even today now a bill I had set post dated to be paid from account was not executed and an email was sent to tell me that this payment could not be paid. I have a cc payment coming out in two days. What then!? Its appalling and as I type I am waiting in unbelievable frustration for someone to reach out. I actually will be closing all my accounts with Tangerine and my Mastercard too once this is resolved. This is utterly a brutal way to run a Canadian Financial Institution. Hate to say it but guess my Dad was right..stick with the brick and mortar banks. Hope my rant is not too unbearable to read. Thanks

January 13, 2022
5:52 am
Alexandre
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November 8, 2018
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Thanks for that post. As Tangerine only allows three links to external accounts, I used to link/unlink other banks frequently. I am going to refrain from doing that on regular basis.

Brick and mortar banks are no better. I once was locked out of Scotiabank after sending Western Union money transfer from their site, the service they promoted a lot at that time. After transfer was successful, I logged out only to find I can't log in. No email, no warning, no notification - nothing. If not for me trying to log back I would not have known for days my account was locked.

For the future. When you gain access back, you can set Interact autodeposit for Tangerine, and I would assume that will always go through, thus adding funds before direct debit transaction is to happen.

As for credit card bill, you could pay it from the different bank through bill payment.

January 13, 2022
9:05 am
paul d
Newbie
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Forum Posts: 2
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January 11, 2022
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After much persistence I was able to talk to Tangerine Security last night and my account was unlocked..just like that! If I had just phoned in to regular tangerine CSR and not escalated things I would still be locked out. I do understand and actually appreciate the security measures that are put in place to stop fraudulent activity before it happens. My issues with Tangerine was the way it was done. No email or phone call to warn and explain that your account has just been locked. It is up to the client to go through the frustrations and persistence to get through to "Tangerine Security" and then provide proof of your identity. The last thing they asked for after providing passport and a utility bill was a selfie holding my DL under my chin!? She explained that being a digital bank there is no way to prove identity like going into a branch etc. I do get it. My serious concerns though with Tangerine is the lack of "customer service and client care" that is initiated when this security breech happens to a client. All without any any warning, text or phone call. I just went through 36 hours of craziness. This is where Tangerine miss's the mark and have to be better. I think to understand completely the level of concern and frustration that an account lockdown creates, one has to experience it firsthand.

January 13, 2022
9:32 am
LK
British Columbia, Canada
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July 9, 2020
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January 13, 2022
11:34 am
MG
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Forum Posts: 173
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February 16, 2013
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I had my Tangerine credit card locked because a company I was doing business with did a $1 transaction to validate my card. I was totally unaware my card was locked and then tried using it a few times afterwards. Each time it failed, I ended up using a CIBC Visa instead with no issue. Finally, about 6 weeks later, I called Tangerine and they told me it was locked due to the $1 transaction. Really? And why didn't you notify me or send me an alert? Irritating. I also remember having to stay on hold for over an hour before I got through on the phone - it was a very busy time right during the first covid lockdown. Every time I do a survey for them, I complain about their lack of credit card alerts.sf-yell

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