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Tangerine - locked out of account - customer service woes
April 6, 2021
1:02 pm
LK
British Columbia, Canada
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Sigh ... how not to do business. Below is just a bit of a rant, but if anyone has had something similar happen, let me know.

Tried to log onto Tangerine and got a screen that said my accounts was not available and to call the 1-888 number.

Attempt #1. Automated voice saying "there is something regarding your account we would like to speak to you about". I get through after 15 minutes to person #1, who refers me to person #2. Person #2 says they will need to transfer me to the "security department". I wait on hold for 45 minutes listening to the horrible song on repeat. The line goes dead.

Attempt #2. I get through after 10 minutes and tell that person what happened with attempt #1. I ask to be directly transferred to security, and ask what the wait time is. I am told it is "2 hours and 60 minutes" (??). I say "3 hours"? He says yes. I ask if I could request a call back so that I don't have to wait for 3 hours listening to that song on repeat. He checks and says that I can have a call back "within two business days". I say that that is not acceptable given that I have been locked out, and have been told to speak with security. Then he says that my account is already being looked at by the fraud department so "not to worry, they just want some information from you". He just drops that fraud info in, as if it will make me feel more at ease? He transfers me, and it rings and then the line goes dead.

Attempt #3. I call again, and relay the summary above to CSR #3, who tells me unfortunately it is a long wait to speak with the security department. Still on the line, listening to the horrible song, hoping the line doesn't go dead again.

April 6, 2021
1:13 pm
Kidd
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April 6, 2021
1:26 pm
LK
British Columbia, Canada
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April 6, 2021
1:42 pm
Kidd
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https://www.tangerine.ca/en/legal/complaints-process

I'd be tempted to jump to the last step, first.

April 6, 2021
2:37 pm
LK
British Columbia, Canada
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UPDATE: Resolved. My recent transfer in was an odd number, and so apparently was flagged as different from my usual pattern, so security locked the account. I finally chatted with a (very amiable) CSR in Security, and access is restored and he explained why they locked my account out of an abundance of caution.

Example: if I usually transfer $X, and I do a transfer of $Y. He said that there have been recent fraud matters where the numbers are different from the pattern, and same gets flagged as a possible risk -- so they lock the account just in case. I had to confirm various information, then he restored my access, and asked me to review all recent transactions to confirm they were fine (they were).

The three attempts to get through today were very frustrating, but when I finally chatted with the guy in Security, he was pleasant and helpful.

April 7, 2021
10:30 am
RetirEd
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November 18, 2017
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I can't see how anyone would give a desiccated coprolite how friendly a customer service rep is when we can't get anyone to talk to us. And it's not "because of COVID" - this has been going on for at least two years. And Thar RedFlag Deals post was in 2017!

Don't thank them for treating you like this - tell them with extreme prejudice that you don't want to deal with a firm that won't answer the phone. And hang up rudely.
RetirEd.

(Who left Tangerine after being with them since ING in 2002.)

April 7, 2021
3:47 pm
Promo123
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Is it too much to expect Tangerine to have gotten in touch with you to review the "unusual" transfer, rather than lock your account without warning and have you waste your precious time trying to speak to someone? Whatever happened to good old customer "service"?

April 7, 2021
6:38 pm
pooreva
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Promo123 said
Whatever happened to good old customer "service"?  

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