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Tangerine account disappeared!
May 29, 2020
5:12 pm
dwdrajesh
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Hi,
I can't login to my Tangerine account online and it says: "The Client Number entered isn't active. Please call us at 1-888-464-3232. ". I called the number and talked to an agent. Even after giving her my SIN, phone number, she wasn't able to find any trace of my account. She reached out to her supervisor and they couldn't help either. She told me after half an hour that her supervisor 'reactivated' my account and I will be able to login after 24 hours but that she cannot disclose anything to me now since my account was being reactivated. I doubt that and suspect something fishy going on or my account has been hacked. Has this ever happened to anyone? I am really scared since I have significant savings on my TFSA with them. Thanks everyone.

May 29, 2020
7:41 pm
mikey1
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Not exactly like yours but we did have someone try to break into our account a few years ago. The problem with Tangerine is that their passwords are far too short. They should really be a minimum of at least 15 - 20 characters. I really don't understand some of these financial institutions in this day and age.

May 29, 2020
11:28 pm
Vatox
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Nothing to be scared about! If it was hacked, the FI has to put the money back.

May 30, 2020
4:50 am
dwdrajesh
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Thanks guys. I am scared because the agent on the phone wasn't able to find my account number even with all the details. I don't have any proof of deposits made to this account other than the bank statement from my other RBC account that I transferred from. Do you guys have any suggestion on what to do next? I can't even prove to them that my account has been hacked as they can claim that I never opened any account with them. The only emails I have from Tangerine are the ones they send telling us to submit some documents to verify our personal details for the first time. Thanks.

May 30, 2020
7:53 am
Oscar
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When you get access to your account again do yourself a favour and take a couple of screenshots and save them to a thumb drive or print off a copy . Get into the habit of doing this whenever you add funds there and this should give you some piece of mind.

May 30, 2020
7:59 am
dwdrajesh
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Right now i am scared that Tangerine might claim that I never opened an account with them. not sure where to complain and how to handle such a scenario. the biggest problem is since the transfer from my RBC to Tangerine was initiated from the Tangerine account, I only see, on my RBC account statement, that a transfer was made to Tangerine but does not say which account number. I called RBC too and they said they dont' have the account number of the Tangerine account where the transfer was made, only that it shows up as 'Inter Financial Institution' to Tangerine. Not sure what proof I can provide in case Tangerine says I never had an account. Its a significant saving on my TFSA though. 🙁

May 30, 2020
8:09 am
Oscar
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Sounds like you have all the proof you need. Was the money already in a TFSA at RBC ?

May 30, 2020
8:12 am
Norman1
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Your monthly or quarterly account statements would be evidence of your Tangerine accounts.

If one chooses electronic statements, then one should be downloading the statement PDF files and saving them somewhere. I do that every month.

May 30, 2020
8:12 am
dwdrajesh
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No unfortunately not. It was from a Chequing account at RBC. it wasn't a TFSA transfer. It was for a new TFSA I opened at Tangerine.

May 30, 2020
8:14 am
dwdrajesh
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I feel really stupid now that I didn't save those statements. This account was just opened on April 14 this year though. I am new to Tangerine.

May 30, 2020
9:04 am
Dean
Valhalla Mountains, British Columbia
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Norman1 said
Your monthly or quarterly account statements would be evidence of your Tangerine accounts.

If one chooses electronic statements, then one should be downloading the statement PDF files and saving them somewhere. I do that every month.  

DITTO ⬆

C.Y.A. should be 'Standard Procedure' for all of us.
.

P.S.
I hope Tangerine works this out for you, Dwdrajesh.
'Fingers Crossed' for you ❗
Please keep us posted.

sf-cool " Live Long And Prosper " sf-cool

May 30, 2020
9:17 am
smayer97
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Don't fret...the record of your transfer from RBC to Tangerine is all you need. Tangerine would need to prove where the money went.

I'm sure it will all get sorted out. Sorry that you have to struggle through it though.

May 30, 2020
9:20 am
Norman1
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dwdrajesh said
I feel really stupid now that I didn't save those statements. This account was just opened on April 14 this year though. I am new to Tangerine.

If it was that recent, then RBC would still have a trace number for the preauthorized debit against your RBC chequing account. That trace number can be used by Tangerine Bank to find where the money ended up in Tangerine Bank.

That trace number does not show up on regular RBC chequing account monthly statements. RBC will purge account transaction info after about 7 years. If this happened ten years later, there would be no evidence without those saved Tangerine statements!

I read about something similar that happened to one unlucky person. About ten years after he had paid off his Canada Student Loan, a collection agency contacted him and demanded payment. For some reason, the final payment was not credited to his student loan account!

He checked and found that the cheque had cleared. But, his chequing account statement only showed the cheque number and amount. Government didn't believe him and wanted a copy of the cleared cheque as proof of payment. He went to his bank and found that he could not get a copy of that cleared cheque from ten years ago.

He discovered that banks only keep the supporting info for last 7 years of transactions!

May 30, 2020
10:33 am
Vatox
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The transfers all have records at the FIs, the money never goes into a black hole. RBC has these records and can prove your money went to Tang. The CRA can prove your TFSA deposits and Tang would have to match them. I would start getting the transactions printed from the RBC side and the CRA records too. Start with those for now.

EDIT: oops, if this is a new TFSA this year with no Tang contributions last year and earlier, then forget the CRA records because there aren’t any. Just focus on the transfers as regular cash.

May 30, 2020
11:02 am
dwdrajesh
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Hi Guys, I just talked to the RBC customer care and she said she didn't see the account number of the Tangerine account where it was done . it only showed up as "inter-Financial institution" transfer to Tangerine bank. She however requested for their internal department to dig more into the details and get back to me. Hope they will figure out the number at least. Right now, I don't have any proof that I had a TFSA with Tangerine and every time I speak to the Tangerine customer care agent, all they say is that they can only check if my account exists using my name, phone number and SIN and none of these were able to find anything under my name. When I phone them, they even doubt that I am a legitimate account holder. Pretty frustating since I have a significant TFSA saving that I opened just this April.

May 30, 2020
11:03 am
pooreva
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If you log in today to Tang you will experience new web page design. Maybe that was the issue? Conversion issues????
As Oscar suggested, having screen-prints of your accounts (and transactions) will be your proof that you HAVE Tang account(s).

May 30, 2020
11:04 am
dwdrajesh
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Vatox said
The transfers all have records at the FIs, the money never goes into a black hole. RBC has these records and can prove your money went to Tang. The CRA can prove your TFSA deposits and Tang would have to match them. I would start getting the transactions printed from the RBC side and the CRA records too. Start with those for now.

EDIT: oops, if this is a new TFSA this year with no Tang contributions last year and earlier, then forget the CRA records because there aren’t any. Just focus on the transfers as regular cash.  

Its a new TFSA opened just this April, so CRA won't have any records as I understand. On the RBC side, I see just this on my account statement: "Inter FI transfer Tangerine" -- $amount. Thanks

May 30, 2020
11:05 am
dwdrajesh
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pooreva said
If you log in today to Tang you will experience new web page design. Maybe that was the issue? Conversion issues????
As Oscar suggested, having screen-prints of your accounts (and transactions) will be your proof that you HAVE Tang account(s).  

I tried to login just now, doesn't work.

May 30, 2020
11:29 am
Norman1
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Give Tangerine Bank a business day or two, dwdrajesh.

The CSR may have meant business day and not calendar day. It makes a difference on Fridays as the next business day is actually three calendar days!

Tangerine Bank did say they were reactivating your account. Maybe Tangerine got a court order to freeze bank accounts belonging to someone who has the same name as you. When legal department searched for accounts by owner, your account was also listed, right after that person's account. When the staff member selected the person's account, the mouse slipped a few pixels and your account got picked instead.sf-frown

May 30, 2020
11:38 am
Bill
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The client number you tried to use, how did you get notified that was your client number?

They said give it 24 hours, I'd try again after 25 hours and if it doesn't work then call them back and ask why they said 24 hours when it hasn't made a difference.

At the end of the day don't worry about this, it will get sorted out.

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