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Email this7:31 pm
April 9, 2019
Offline
February this year I enrolled in ScotiaBank’s special Bonus offer. ScotiaBank offered $1500 bonus for depositing >$100k into registered account (RRSP in my case).
I was doing this transaction with Financial Advisor. Of a particular interest was question: when the bonus would be paid. Terms and Conditions we got at that time said ‘within 3 months from May 31st, 2026'. I saved copy of the text of 'Terms and Conditions'.
In addition I questioned the Financial Advisor 3 times: when the bonus will be paid? The answer was consistent: by Aug. 31st. I got physical evidence of this: my two hand-written notes and Advisor’s Email saying the same.
Aug. 31st came and gone and the bonus did not arrive.
When I inquired with the Advisor (who does not work in Burnaby branch anymore) and with branch manager about my Bonus I was answered that according to terms and conditions it should be paid in December. When I showed Terms and Conditions I copied I got told these are wrong terms and conditions. The advisor admits, vaguely, that he made a mistake. Yet not the Advisor nor Branch Manager comes up with the Bonus.
My understanding: it can not be that customers of the bank suffer because of the mistakes of the bank’s personnel.
I took it with them both but did not get anywhere.
Complaint was filed but no response.
What should be my next step?
8:23 pm
April 6, 2013
Offline
Allow 56 days after written complaint to bank before proceeding to OBSI:
When can I bring my complaint to OBSI?
Banks and federal credit unions have 56 days to help you. We can look at your complaint if 56 days have passed since you first complained to the bank or federal credit union in writing, or if you have not heard from them or if you have received a final response but are still not satisfied.
Investment firms and provincial credit unions have 90 days to help you unless you are a Quebec resident, then they have 60 days (with exceptional circumstances allowing it to extend to 90 days).
You have 180 calendar days to bring your complaint to us once you have received your firm’s final response in writing.
