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TANG: Deception & Bad Service
December 7, 2018
2:07 pm
Nehpets
Ontario
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Certainly no surprise to most Forum members..here's my tale of woe:

I used to be a keen supporter of ING and then later, Tangerine when their offerings were attractive, their service attentive and quick, and there was an element of integrity in their operations.

Then came 2017 when the credit card rewards all but disappeared and the games began with rate offerings began to some but not to all. At that point I cancelled all my Tang accounts.

With their 3% / 6 months promo for "new clients" I took a chance and called last week to inquire if I could be eligible if I reopened my account. After a bit of back and forth, the CSR agreed that if I deposited a predetermined amount, just under CDIC max, he would give me the 3% promo.

You may already be ahead of me on this story...sf-wink

Deposit was made on Wednesday, spoke to a CSR, after waiting a half hour on hold to be told no such arrangement had been noted, but they would listen to the recording to verify my claim.

Got a call from a Tang manager today, Friday, saying in their review of the recording, no 3% offer was made to me. Of course I don't have my own recording to rebut their false claim, and my word, that has stood me well for over half a century in business and professional life was not good enough for the Tang CSR.

I insisted on reversing the deposit, but wait..the funds are on hold!!!!

Told them I want my money, today!

I had to get my TD bank manager to send a fax to Tang verifying my identity, at which time they did release and transfer my deposit back to TD...(no interest for the two days they had my deposit).

Good bye and good riddance Tangerine, whose despicable reputation for unethical thug behavior goes into the same toilet as EQ Bank.

Stephen

December 7, 2018
3:08 pm
Loonie
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Sorry to hear this, Stephen. It is indeed a new low for Tang.

We could all decide to tape record our conversations with Tang. However, I suspect it's becoming like Bell and Rogers etc. It doesn't really matter to them what the last CSR promised (after the ritual of putting you on hold several times while supposedly talking to a manager). They sometimes say they'll look it up, but it appears they don't, and, even if they did, they wouldn't care.

Anyone know what the law has to say about verbal contracts?

Perhaps the next person who runs into this issue should tell the manager in question that they too have a recording and have listened to it...

December 7, 2018
4:19 pm
Alexandre
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This is quite surprising outcome, especially considering Tang is (was?) willing to give 3% / 6 months promo to their existent clients, like me.

I also had close to CDIC insured max with Tang. It was sitting at their Savings account for a while, when I just called them and after not very long conversation got 3% / 6 months offer approved for me.

Can't figure why would not they just treat you like they treated me. If I were treated like you, I would have done the same - moved money to some other FI. More than one FI is offering 3% or close to it these days, either in Savings or 1 year GIC.

December 7, 2018
4:50 pm
Rick
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A tale of woe indeed. Sounds like they're punishing you for being a bad customer. I had the gall to take my money out so I'm on the blacklist too. Still use their credit card, but ONLY for my 2% categories.
Wonder what would have happened if you hadn't told them you were an ex-customer and just opened a new account?
I also have an app on my phone that records conversations for exactly that reason. Everyone's telling me (not asking) that our conversation will be recorded for their purposes, but it never seems to to my advantage, so I started recording my own. They seem surprised when I say "So am I".

December 7, 2018
8:37 pm
Norman1
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Loonie said

Anyone know what the law has to say about verbal contracts?

Verbal contracts are binding, except for the kinds of contracts excluded by the Statute of Frauds.

A big challenge for verbal contracts is to establish what was said, heard, and agreed to. Was that "fifteen widgets" or "fifty widgets" that was agreed to verbally?

December 7, 2018
9:21 pm
Loonie
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People might be interested in knowing the name of your app, Rick.

December 8, 2018
3:59 am
threeoakwest
Ontario, Canada
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I also have an app to record on my iPhone. It's "iRec" and free from the Apple app store. I understand, that in Canada, you do not have to advise someone that you are recording them, as long as you are one of the recipients of the conversation.

December 8, 2018
6:54 am
Rick
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Loonie said
People might be interested in knowing the name of your app, Rick.  

The one I use is Cube ACR
Took a few tries to find one that worked with my phone.

December 8, 2018
7:33 am
Top It Up
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I just use Chat, secure messaging, or email with the FI so I have a written record BUT then again I ain't churning my money with 15 or more FIs so my chances of a screw up either on my part or theirs is pretty slim.

December 8, 2018
7:56 am
thisusernameforlease
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I still have a Tang account, but I stopped dancing the Tang Tango about a year ago, and it was (and remains) an immensely satisfying decision. If they send me an offer I can't refuse, then great. But if they don't, I don't have to go through their hoops or beg some CSR for the same deal that other people are getting. Maybe I lose about $100 or so in taxable income each year, but it was a bargain to buy back my clarity and dignity.

Of course, for those of you who are/can get higher rates, more power to you and I hope you get as much as possible. But I'm out and my only regret is that I didn't do it earlier.

December 8, 2018
10:23 am
Retep
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Nehpets said
Certainly no surprise to most Forum members..here's my tale of woe:

I used to be a keen supporter of ING and then later, Tangerine when their offerings were attractive, their service attentive and quick, and there was an element of integrity in their operations.

Then came 2017 when the credit card rewards all but disappeared and the games began with rate offerings began to some but not to all. At that point I cancelled all my Tang accounts.

With their 3% / 6 months promo for "new clients" I took a chance and called last week to inquire if I could be eligible if I reopened my account. After a bit of back and forth, the CSR agreed that if I deposited a predetermined amount, just under CDIC max, he would give me the 3% promo.

You may already be ahead of me on this story...sf-wink

Deposit was made on Wednesday, spoke to a CSR, after waiting a half hour on hold to be told no such arrangement had been noted, but they would listen to the recording to verify my claim.

Got a call from a Tang manager today, Friday, saying in their review of the recording, no 3% offer was made to me. Of course I don't have my own recording to rebut their false claim, and my word, that has stood me well for over half a century in business and professional life was not good enough for the Tang CSR.

I insisted on reversing the deposit, but wait..the funds are on hold!!!!

Told them I want my money, today!

I had to get my TD bank manager to send a fax to Tang verifying my identity, at which time they did release and transfer my deposit back to TD...(no interest for the two days they had my deposit).

Good bye and good riddance Tangerine, whose despicable reputation for unethical thug behavior goes into the same toilet as EQ Bank.

Stephen  

I have always wondered about recorded calls and if they were ever recalled. No doubt all are recorded and kept as a contractual agreement. And if you do dispute they can supposedly listen to the call and only pick out what they want to use. I always summarize at the end of a recorded call. I have a voip system for a home phone. I rarely use the phone. When I was setting it up we had a few tweeks to do to make it work for us. There was 25 inbound channels so we had to set it up for one channel only so we would not have interference from a second caller. It also has 5 outgoing channels. So In the odd event when the phone is in use I found an App for my iPhone called Zoiper https://www.zoiper.com that I can call out on, using our home phone number. You can add a feature to the App to record the call. It would be handy for those type of calls. Just how would you handle the 60 minute on hold before you get to speak. Then save those recordings on a PC or thumb drive.

It is a worth while effort to turn on ALERTS on your Credit Cards and Bank/Credit Union Accounts.

December 8, 2018
1:09 pm
Kidd
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Nehpets.

I would be livid if that happened to me. Tangerine have in the past played their games with me and I honestly don't know what i'd do in your circumstance. I have noted that on their main home page it clearly states "no minimum balances" and that "S" is significant, it pluralizes.

Typing nehpets, i see what you've done. Clever.

Ddik.. it doesn't really work for me.... or does it?
Screenshot_20181208-155927.png

December 8, 2018
1:38 pm
Loonie
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Recently, a Tang rep gave me the wrong numbers regarding interest payments on a couple of my accounts (actual figures, not rates). This was after I'd verified them by repeating them back to him. The quality of their phone lines seems to have deteriorated, so everything had to be repeated. Still, the answer was clear enough in the end - but wrong. I've never had this problem with them before. And I always repeat back any numbers cited, until they are clear. Also, I waited over an hour for this call to go through. I've felt for some time now that the quality of communications at Tang has been going downhill.

December 9, 2018
6:17 am
savemoresaveoften
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very surprised to hear that esp if the manager confirmed he/she listened to the tape and repeated no 3% rate was offered/confirmed, thats a criminal offence if they knowingly lied about it. I can see the rep offered it and then audit shot it down since its account reopening. But manager should explain the truth and not lie...

On the other hand, why not just park at Simplii and other bank's high interest account for now since most are paying 3% anyway. Lots of hassle reopening an account at Tang to get the same rate in my mind.

In terms of verbal contract, even if rep gave you the wrong info, they dont have to honor it. In your case, since a lot of their new/existing customers are getting 3% anyway, Tang is just offside in your case.

December 9, 2018
8:42 am
Bill
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Funny, never had a problem with Tangerine's phone customer service, always quick, friendly and accommodating. I'm wondering if maybe they have different "levels" of service depending on who's calling, could that be happening??

December 9, 2018
8:54 am
Kidd
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Yes.

Tangerine have an open file on me. Come to think of it... so do the police. Hmm?

December 9, 2018
9:28 am
Top It Up
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Bill said

I'm wondering if maybe they have different "levels" of service depending on who's calling, could that be happening??  

Well, any institution worth it's weight has their CSRs diarize all calls SO there is a record on who has been naughty and who has been nice.

I know for a fact that I am no longer in the top 152,000 customers at my bank's Credit Card Services division for niceness, and that's just bloody fine with me. I believe they've FINALLY got the message, because it's been nothing but smooth sailing the past 2 trips to Europe ... FINALLY.

December 9, 2018
1:50 pm
Londonguy
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Rick said

The one I use is Cube ACR
Took a few tries to find one that worked with my phone.  

Just installed it on my Moto since it's compatible -- TY for the tip.

It will surely come in useful one day, and not just for financial communication purposes

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