Mongomery Place branch
639 Southdale Road East
London, Ontario (Canada)
Transit # 73742
This Scotiabank branch has very bad customer service and some employess at this branch have shown unethical business practices. I was lied to, treated with unbelievable disrespect, and then my money was taken from my account.
Here's what happened:
A friend deposited a bank draft into my Scotiabank account on the afternoon of Friday, March 27th.
Hoping to help things go smoothly, on Friday morning I called my home branch (Montgomery Place) and asked how to ensure there will not be a hold on the bank draft funds that will be deposited by my friend.
A woman named Meghan explained that I simply need to call the Scotiabank branch where the bank draft was deposited and ask them to verify it so there won't be a hold. (This is the usual procedure that I've experienced and typically only takes 5 minutes for most Scotiabank branches to complete.)
Shortly after the bank draft was deposited, I did as Meghan suggested and called the bank branch to ask that it be verified, taken off hold and the funds made available in my account. The woman at the branch took my information and agreed to take care of it.
I then called back later and asked if the bank draft had been taken off hold yet. The woman stated that the branch manager instructed her to send it to my home branch and they'll take care of it.
Next, I called my home branch to let them know that I need the hold off of the draft today because there may be funds coming out of my account in the evening.
A little later after not hearing anything and the money still on hold in my account, I contacted my home branch again to find out if the hold had been taken off yet. I was then told that "TD denied confirmation of the bank draft."
Needless to say I was shocked and immediately tried contacting my friend to have him find out what was going on. I was unable to contact him initially.
I then called my home branch back and wanted to know what reason TD gave for "denying" confirmation of the bank draft. A Scotiabank employee named Bob told me that he did not know why the bank draft was "denied." I asked what the fax from TD had stated and he said the response fax stated something similar to "Not able to confirm until Monday."
Obviously, that response from TD was not a "denial of confirmation" and asked I him to call and let TD know that I need the confirmation today. Bob refused to call TD.
Bob said that he will not call TD because Scotiabank has "already done our job by faxing TD." He kept repeating "we've done our job already" and "we don't have to do anything else". This fellow was completely rude, insulting, and disrespectful.
I finally managed to get in touch with my friend who deposited the bank draft and he told me that the TD bank manager called him and confirmed the bank draft personally over the phone. So, confirmation was never "denied."
Furthermore, if Bob or someone else from the Montgomery Place Scotiabank branch had called TD they would have been informed that the draft was verified.
To make matters even worse, the bank draft funds were taken from my account by Scotiabank employees. I want to know why and who is responsible for this?
What happened to me is completely and utterly unacceptable. I am absolutely disgusted with the customer service at Scotiabank Montgomery Place.
I expect a formal apology for how I have been treated and how this has been handled by Scotiabank employees. I also expect that the funds from my bank draft will be put back into my account immediately on Monday.
My husband and I were thinking of bringing our mortgage and investments over to Scotiabank, however, after this incident we are seriously questioning that now.
My complaint is being posted here because this is not a one time customer service disaster for me at this branch - there have been others. Something needs to be done for the customers' sake and for the reputation of Scotiabank.
This report will be faxed to the two Scotiabank branch managers, the President of Scotiabank, and the Ombudsman. Their responses will be posted here.