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Tangerine account disappeared!
May 30, 2020
11:59 am
Vatox
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I agree with Bill. It will get sorted. No need to worry, that RBC transaction record is your guarantee. Keep it handy.

We are here with you until that money reappears!

May 30, 2020
4:17 pm
dwdrajesh
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Thanks guys for reassuring me by replying on this forum on a weekend. I just checked all my documents and I see I have a paper copy of a letter from Tangerine saying that my savings account was opened with the client number that I use to login. It does not mention anything about my TFSA(which is what I am worried more about), though this letter should be the proof that I, indeed, am the owner of the client number I used to login. Fingers crossed as they said it might take 24 hours for the account to be reactivated. I, however, doubt that the account needed reactivation, I am suspecting something wrong on their system that deleted this account or something.

May 30, 2020
10:16 pm
Save2Retire@55
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This is a bank with very strict regulations. Things don't just go missing nor disappear. There are legal requirements from technical perspective. Mandatory backups of all databases and data. Multiple of them. Different datacenters. Off site. Physical copies. For at least 6 years. It is not like your account is gone. It is just maybe disabled by mistake. Maybe they know what happened and trying to reactivate it but need to issue you a new customer ID as the other one is maybe gone due to their mess.
There is no hack here. Having a stupid 6 digits PIN only with numbers is the most dangerous thing during this era. At least they have the security questions.

May 31, 2020
6:44 am
dwdrajesh
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Hi guys, so this morning I was finally able to login as they said when I called last night that my account had gone to 'archive by mistake' which is why the usual customer center agents were not able to find my account. However, I notice that my TFSA now shows that the interest rate is 0.25% on this one (with a promo of 2.8% activated until Sep 2020 for new accounts). I, unfortunately, didn't save any electronic documents but I remember I had put the TFSA for a 1-year GIC which had an interest rate of 2.5% when I opened this in April, this year. I do not see that message on my Tangerine inbox either. Is it possible that since Tangerine's GIC rates are much lower now, that they possibly might have intentionally moved to archive, and did reactivate my account but with the current lower interest rate or whatever? I do not have proof of opening the GIC though. Thanks a lot again guys.

May 31, 2020
6:50 am
dwdrajesh
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Also, I remember seeing something like a history of GIC rates for different banks in this website, does anyone know where I can find such a list for Tangerine? I wanted to check the GIC rates they offered back in April, 2020. Thanks

May 31, 2020
6:57 am
GR
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dwdrajesh said
Also, I remember seeing something like a history of GIC rates for different banks in this website, does anyone know where I can find such a list for Tangerine? I wanted to check the GIC rates they offered back in April, 2020. Thanks  

Go to the GIC Chart on this website. Click on the date next to Tangerine to view historical GIC rates.

May 31, 2020
7:05 am
savemoresaveoften
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dwdrajesh said
Hi guys, so this morning I was finally able to login as they said when I called last night that my account had gone to 'archive by mistake' which is why the usual customer center agents were not able to find my account. However, I notice that my TFSA now shows that the interest rate is 0.25% on this one (with a promo of 2.8% activated until Sep 2020 for new accounts). I, unfortunately, didn't save any electronic documents but I remember I had put the TFSA for a 1-year GIC which had an interest rate of 2.5% when I opened this in April, this year. I do not see that message on my Tangerine inbox either. Is it possible that since Tangerine's GIC rates are much lower now, that they possibly might have intentionally moved to archive, and did reactivate my account but with the current lower interest rate or whatever? I do not have proof of opening the GIC though. Thanks a lot again guys.  

If they intentionally moved ur account to save a few $ on interest on GIC rates and you can prove it, you are sitting on a gold mine.

No it's not intentional.

May 31, 2020
8:57 am
Vatox
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There is something weird about the CSR not being able to find the account. Archived or not, it should be searchable by key identifiers. Saying it didn’t exist is garbage.

May 31, 2020
9:04 am
hwyc
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dwdrajesh said
Also, I remember seeing something like a history of GIC rates for different banks in this website, does anyone know where I can find such a list for Tangerine? I wanted to check the GIC rates they offered back in April, 2020. Thanks  

On Tangerine's Rates web page, there is an orange button labeled "Historical Rates" at the bottom.

May 31, 2020
10:37 am
dwdrajesh
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Vatox said
There is something weird about the CSR not being able to find the account. Archived or not, it should be searchable by key identifiers. Saying it didn’t exist is garbage.  

Is there anything I can do now? Like put a complaint or something with them or any other consumer agency? It is because I wasn't able to access my account since last Saturday, I had been trying to login every day and trying to get hold of them but only this Friday, I finally got to talk to a real person. Is this something I can mention as an inconvenience to me and file a complaint somewhere? Thanks

May 31, 2020
12:24 pm
Vatox
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If it’s all working fine and your money is all accounted for, I wouldn’t waste any more time with this. What could be gained by more effort?

May 31, 2020
2:59 pm
Briguy
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dwdrajesh said

Is there anything I can do now? Like put a complaint or something with them or any other consumer agency? It is because I wasn't able to access my account since last Saturday, I had been trying to login every day and trying to get hold of them but only this Friday, I finally got to talk to a real person. Is this something I can mention as an inconvenience to me and file a complaint somewhere? Thanks  

Normally you would complain to FCAC, but I don't think they would handle this since it's a billing/quality control issue,and that's not something they handle.
https://www.canada.ca/en/financial-consumer-agency/services/complaints/handle-complaint.html

May 31, 2020
8:03 pm
savemoresaveoften
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dwdrajesh said

Is there anything I can do now? Like put a complaint or something with them or any other consumer agency? It is because I wasn't able to access my account since last Saturday, I had been trying to login every day and trying to get hold of them but only this Friday, I finally got to talk to a real person. Is this something I can mention as an inconvenience to me and file a complaint somewhere? Thanks  

You sound like a relatively young person to suggest official complaint and possibly looking for compensation...
A mistake was made, it has since been rectified. Tangerine is not trying to take advantage of you in any way, if I were you, I will just glad its all sort out and leave it as is.

August 13, 2020
3:57 pm
implode
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mikey1 said
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.  

Yeah, Tangerine password is very lame. BMO used to be 4 digits until not too long ago. Now they allow for longer password and the use alphanumeric with symbols.

I would like banks to implement 2FA too, but not SMS...but I suppose SMS is better than nothing. A stolen phone, and bam, you lose access to your account until you get a replacement SIM.

August 13, 2020
4:07 pm
Loonie
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Tangerine does use voice recognition software, if you deal with them on the phone. So far, it has worked for me.

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