We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Trust Company

Olympia Trust Company
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:23/05/2023

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Out of nowhere I receieved an email from this company claiming that I owe them money. I have never heard of this company nor signed anything with them. They claim that I have a self directed RRSP account with them, and I owe them a fee. ** ** * ****. I didn't choose this company to manage my investment, and I didn't agree to any fee. I want my investment out of this company or they need to provide a reasonable fee structure that I can accept. I need a reasonable option without being asked for money I never would agree to pay * **** **** ** ** ** ******* *** * **** *** ** **** ****** **** ** *** **** ***** **************** * ** ********** *** **** ******* ***** ******* ********* **** ************* **** * ******* ** ** ****** ***** **** ******* *** ** *********** ******* ** ********* **** ** **** **** **** *********** ******* ******** **** ******* *** ************* ***** ******* ****** ******** ** **** ******* ******* ********* *** **** ******* ***** ** ***** *** ****** **** ******* ******** ****** **** **** ****** ************* **** **** ** ************** ********* ****** *** ****** *** ******* ****** *** ****** **** ******* ********** ***** ** ** ******* ****** ** ***** *** * ***** **** ** **** *** *********** ** ****** *** ** ******** *** ******* ****** ** *** *** *********** ******** **** ******* ******* ****

    Business Response

    Date: 24/05/2023

    This is an active Olympia account and client. The plan was opened on ******* ** **** and was obtained as part of the *************** ********* business purchased from Computershare.

    The transaction is detailed in the press release below:

    **********************************************************************************************************************************************************************************************************************************************

    The plan which was migrated over from Computershare is historical plan ID : *********

    When Olympia acquired these plans we not only acquired the plans and the securities within but we also absorbed unpaid amounts due at Computershare.

    It is important to note Olympia Trust provided regular updates and communication regarding the migration to all impacted clients. You will find attached 2 of the initial communications provided to clients with a valid email address on file. Each client with a valid email address was also provided with a web login email which instructed them how to login to our portal, a welcome package with their OTC plan number and a fee schedule. All clients who did not have a valid email address on file were provided these welcome packages via post.

    We understand that the client might not be satisfied with his chosen investment and as such he can contact ***************************** **** ********** ********** at ************************************************************ to work out a solution.

    Customer Answer

    Date: 31/05/2023


    Complaint: ********

    I am rejecting this response because:

    I have tried very very hard to work with the company directly through the instructed channel to discuss the non sense of the issues. 

    We were very very close, and all the correspondents are attached. First, I think my counterpart ******** was helpful to a point and was willing to work with me. We agreed One- time agreement (offer until Jun 30th) 

    **** Computershare Annual fees from 2018-2021
    ******* Olympia 2022 Annual fees 
    ******* Olympia 2023 Annual fees

    Total amount owing : *******

    so far so good, and at the end, on email, in writing, they proposed the following fees by line items.

    I accepted the *** proposal formally and tried to pay for it. 

    When I logged in to their system and tried to pay, I was then asked to pay the full ******* 

    I have reminded ******** that I have already paid part of the amount using my balance from my account, which is ****** * ****** ********, it was deducted from my transaction without notice, I am okay as long as it is my money to pay for the *******

    So basically I have already paid $****** ** *** ******* agreed amount with my money, the outstanding balance will only be ************* *******

    Now that's the issue with ***, as I mentioned, I was going to settle it and  remove this complaint, but now it seems like they want to just take my ******* for no reason and pretend nothing has happened, and ask me to pay the ******** that means to double pay the ******* 

    **** *** **** *** ******* ** ***** ***** ******** *** **** ***** ******** ***** **** ***** 

    ** ** ****** *** ******* ** ***** ** ** ***** *** ******* * ****** *** ** ** ***** ** ******. 

    I still have some tiny hope in this company for my small investment but first I need to make sure what is mine and what are theirs to take. Again, I have nothing against ******** as she seems to be professional on email and doing her job.

    I just need *** to behave the same. We have our agreement in writing.

    Customer Answer

    Date: 01/06/2023


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *******************

  • Initial Complaint

    Date:09/03/2023

    Type:Customer Service Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In January 2023, I was supposed to receive **** shares of the Merchant Opportunities Trust in my TFSA account, but it never appeared in my account. My broker had sent the instructions again weeks ago and it still hasn't been added to my account. I then sent a copy of the same instructions and they are claiming ******** hasn't confirmed the instructions, when they have. I am having a lot of trouble getting in contact with the right people at Olympia now. When I call, customer service always claims they will process the request, but they never do. All I am asking for is Olympia to add the January unit distribution to my TFSA account.

    Business Response

    Date: 13/03/2023

    Olympia has contacted the complainant outside of the BBB and has worked with the complainant to resolve the issues raised to the complainant's satisfaction.

    Customer Answer

    Date: 13/03/2023


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ****** ******

Olympia Trust Company is BBB Accredited.

BBB accredited business seal

This business has committed to upholding the BBB Standards for Trust.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.