Tangerine locked my account, impossible to get thru on the phone | Tangerine Bank | Discussion forum

Please consider registering
guest

sp_LogInOut Log In sp_Registration Register

Register | Lost password?
Advanced Search

— Forum Scope —




— Match —





— Forum Options —





Minimum search word length is 3 characters - maximum search word length is 84 characters

sp_Feed Topic RSS sp_TopicIcon
Tangerine locked my account, impossible to get thru on the phone
June 9, 2022
5:19 pm
savemoresaveoften
Member
Members
Forum Posts: 1421
Member Since:
March 30, 2017
sp_UserOnlineSmall Online

Tangerine called me this morning and I was not able to answer the call.
They promptly lock my account (I knew exactly the reason).
Tried to call them during the day, on hold for 30mins and gave up.
Tried again in the evening, got the ring tone after 70mins wait, only have them hung up on me !
Trying again tonite and see what happens...

I called them and warned them about that pending faulty transaction they were going to say. Guy on the phone said no worries, just wait for the system to sort it out. I did not know "sort it out" simply it lock me out completely...

Other than calling and being put on hold forever, how else can I even reach out to them.... unbelievably non existent customer service !

June 9, 2022
5:38 pm
BlueSky
Member
Members
Forum Posts: 73
Member Since:
November 8, 2021
sp_UserOfflineSmall Offline

savemoresaveoften said
Tangerine called me this morning and I was not able to answer the call.
They promptly lock my account (I knew exactly the reason).
Tried to call them during the day, on hold for 30mins and gave up.
Tried again in the evening, got the ring tone after 70mins wait, only have them hung up on me !
Trying again tonite and see what happens...

I called them and warned them about that pending faulty transaction they were going to say. Guy on the phone said no worries, just wait for the system to sort it out. I did not know "sort it out" simply it lock me out completely...

Other than calling and being put on hold forever, how else can I even reach out to them.... unbelievably non existent customer service !  

If nothing works for you, try this: https://www.tangerine.ca/en/legal/complaints-process.
Here you'll find email addresses and phone numbers to try to get someone to help you.

June 9, 2022
7:42 pm
Dean
Valhalla Mountains, British Columbia
Member
Members
Forum Posts: 1124
Member Since:
January 12, 2019
sp_UserOfflineSmall Offline

.
Savemoresaveoften,

    >>> Please keep us posted on how this goes <<<

Following ...

    Dean

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

June 10, 2022
12:52 pm
savemoresaveoften
Member
Members
Forum Posts: 1421
Member Since:
March 30, 2017
sp_UserOnlineSmall Online

Dean said
.
Savemoresaveoften,

    >>> Please keep us posted on how this goes <<<

Following ...

    Dean

  

After waiting for a total of 160mins over 2 calls in total last evening/nite, finally able to talk to a rep. I may have reached the fraud department as I think once I put in my login ID and psd, their system fwd me over to the fraud line (that will explain the long wait too). Anyway they asked me details what happend to the "faulty" transactions, even thot I warned them the day before. Got the account unlocked once all info "checked out" and they are happy. The guy did mention even tho he understand the "transaction" was clearly an overlook on my part, future similar transaction may result in them terminating my account to protect them from fraud....

Its no secret but basically all I did was initiated a pull from Tangerine, except I "forgot" (cant remember 100% cuz did everything thru phone app) to transfer the cash from the account A to account B (same FI) first. Account B is linked to Tangerine not account A. Even tho I have way more excess fund in A to cover the transaction, the linked FI did a NSF without checking with me and simply declined the transaction. I noticed it before Tangerine did and thats why I warned them the day before they actually lock my account...

To Tangerine the "NSF pull" is flagged as a fraudulent transaction, even tho I did not even attempt to access the deposited fund AND gave them the heads up before they "caught" it...

June 10, 2022
1:16 pm
cgouimet
Member
Members
Forum Posts: 576
Member Since:
February 7, 2019
sp_UserOfflineSmall Offline

savemoresaveoften said

After waiting for a total of 160mins over 2 calls in total last evening/nite, finally able to talk to a rep. I may have reached the fraud department as I think once I put in my login ID and psd, their system fwd me over to the fraud line (that will explain the long wait too). Anyway they asked me details what happend to the "faulty" transactions, even thot I warned them the day before. Got the account unlocked once all info "checked out" and they are happy. The guy did mention even tho he understand the "transaction" was clearly an overlook on my part, future similar transaction may result in them terminating my account to protect them from fraud....

Its no secret but basically all I did was initiated a pull from Tangerine, except I "forgot" (cant remember 100% cuz did everything thru phone app) to transfer the cash from the account A to account B (same FI) first. Account B is linked to Tangerine not account A. Even tho I have way more excess fund in A to cover the transaction, the linked FI did a NSF without checking with me and simply declined the transaction. I noticed it before Tangerine did and thats why I warned them the day before they actually lock my account...

To Tangerine the "NSF pull" is flagged as a fraudulent transaction, even tho I did not even attempt to access the deposited fund AND gave them the heads up before they "caught" it...  

Good to hear it was resolved. Any particular reason you don't use the TNG web portal? I find phone apps to be like driving blindfolded ...

CGO
June 10, 2022
2:08 pm
savemoresaveoften
Member
Members
Forum Posts: 1421
Member Since:
March 30, 2017
sp_UserOnlineSmall Online

Once account is locked, I have no access at all and can’t do ‘call me back’ etc. reach out via Facebook chat and they asked me to call….
No get around….

June 10, 2022
2:22 pm
mustang
Member
Members
Forum Posts: 90
Member Since:
January 7, 2020
sp_UserOfflineSmall Offline

I've made that mistake (not with Tang), neglecting to move funds into checking account to fund a transfer
Now, I'm paranoid about doing it again
In my case, it just cost me NSF fees (at both ends), but no hassle like reported here

June 10, 2022
2:46 pm
Loonie
Member
Members
Forum Posts: 8347
Member Since:
October 21, 2013
sp_UserOfflineSmall Offline

If this is a concern, you may want to look at Alterna Bank and its "Coverdraft" protection.
I have not used this feature, but it was described in an earlier thread.
I am not sure if it covers transfers, perhaps only cheques?

The idea is that if your chequing account doesn't have enough funds, they take it out of your savings account, no fee for this but maybe you have to request the feature - not sure.

Their savings account rate is crappy at .9, but it could still be useful if you are doing a lot of transactions.
I have the intention of switching all our bill payment PADs over but have never gotten around to it.

June 10, 2022
6:10 pm
Norman1
Member
Members
Forum Posts: 5170
Member Since:
April 6, 2013
sp_UserOfflineSmall Offline

Beyond the rate: avoiding NSF charges… mentions Alterna Bank's coverdraft service.

June 11, 2022
8:54 am
cgouimet
Member
Members
Forum Posts: 576
Member Since:
February 7, 2019
sp_UserOfflineSmall Offline

savemoresaveoften said
Once account is locked, I have no access at all and can’t do ‘call me back’ etc. reach out via Facebook chat and they asked me to call….
No get around….  

You still haven't said why you don't use the TNG web portal? I find phone banking to be like driving blindfolded ...

CGO
June 11, 2022
5:57 pm
savemoresaveoften
Member
Members
Forum Posts: 1421
Member Since:
March 30, 2017
sp_UserOnlineSmall Online

cgouimet said

You still haven't said why you don't use the TNG web portal? I find phone banking to be like driving blindfolded ...  

Web portal as in their web page ? If so it accepted my account number and psd, then asked me to call the 1-800 number. Same with phone app. And without logging in, can’t live chat either. Actually even after log in, their live chat is offline 99% of the time.

June 12, 2022
2:17 am
cgouimet
Member
Members
Forum Posts: 576
Member Since:
February 7, 2019
sp_UserOfflineSmall Offline

savemoresaveoften said

Web portal as in their web page ? If so it accepted my account number and psd, then asked me to call the 1-800 number. Same with phone app. And without logging in, can’t live chat either. Actually even after log in, their live chat is offline 99% of the time.  

Calling the 800 number ... Is that after the account was locked, or before?

CGO
June 12, 2022
5:06 am
savemoresaveoften
Member
Members
Forum Posts: 1421
Member Since:
March 30, 2017
sp_UserOnlineSmall Online

cgouimet said

Calling the 800 number ... Is that after the account was locked, or before?  

after.

Once they lock the account, the only way to get a hold of them is to call in. Web, app, social media chat will "tell" you to call in.

The day before when I reached out to them to advise of the NSF (that they have not seen yet), I log in and do the "call me back". The next morning I saw Tangerine tried to call me on my cell. I missed the call. I knew it must be their fraud department... I then tried to log in and account locked already unfortunately. They did not even leave me a message to advise me to "call them back" and just locked my account for "their" protection.

Please write your comments in the forum.