ComplaintsforServus Credit Union Ltd

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to get some help me with an RESP since November 23, 2023. I can't get anyone to phone me back. I either get voice mail or "I will get someone to phone you shortly" from receptionist.

  Business response

  05/12/2023

  Thank you for bringing this concern to our attention. We apologize for any inconvenience experienced as a result of not being contacted back in a timely manner.

  Upon receiving notification of this concern, it was escalated his home branch for action. A financial advisor from our Southside Banking Centre reached out to Mr. ***** to discuss his RESP. She advises that she was able to answer his questions and she invited him to come into the branch for a meeting to review his entire portfolio. Mr. ***** indicated that he will come in some time in the new year. We believe this matter is closed as the member indicated he did not have any further concerns at this time.

  Thank you again and take care.

  Customer response

  05/12/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20957187, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  20/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Good morning I wish to make a formal complaints against Servus Credit Union. I was in the process of purchasing a home in Beaumont Alberta. ******** was representing me as my solicitor. On June 6, 2023 I was contacted by ******** the ****** ******* of the ***** ****** **. She indicated that I had to go to "that" branch to show my ID for the mortgage. I advised I work out of town 337km from the branch and would not be back until Friday at about 18:00. She made an appointment for me Saturday at 11:30 to which I attended. The mortgage was to be funded June 09, 2023, Servus CU Mortgage Department refused to fund the mortgage until I went into "That" branch and showed my ID. No previous importance was in any way was demonstrated indicating that showing my ID at only "that" branch would stop the funding of my mortgage. ******** lead me to believe that it was a formality that could be completed on the Saturday. June 09 I spent the whole day trying to resolve what appeared to be a power struggle between the Servus CU Mortgage Department and ******** attempting to fund my mortgage. On March 29, 2023 I applied to open accounts to service my up and coming mortgage with Servus, I provided copies of my ID then ********** ****** ******* Apparently Servus Mortgage Department does not recognize Servus Credit Union. As such how has Servus Credit Union safeguarded my personal information? Perhaps a FOIP complaint is also in order?

  Business response

  29/06/2023

  Mr. ******* (the member) has been contacted via email by **** ***** (******** *******) and by phone by ***** ******** (****** *******) to continue to work towards resolution of the matters raised in his ****** ******** ****** (***) complaint.
  
  The member's mortgage was initiated with our Mortgage Development Centre (MDC) team and the member was asked to attend a branch to sign documents and have his identification (ID) verified, which is in line with our standard practices. There was a red flag on member's credit bureau, and our Fraud department recommended that member attend a Servus branch in person to verify identity to prevent any potential mortgage fraud. MDC supported this request, and the branch was asked to contact the member to have him attend in person – preferably prior to mortgage signing. The member was contacted by ***** ********, ****** *******, and advised that he could attend any location. The member chose to attend on June 10th in Leduc, knowing that his mortgage funding date was June 9th. He preferred to attend branch only once. Then, our Member Service Advisor followed up with him to book an appointment for June 10th and reminded him to bring his ID and $1.00 for Common Share purchase.
  
  Servus has taken the following actions to address Mr. *******'s concerns:
  - An apology has been provided over lack of clarity around which branch the member could attend to sign his documentation/provide ID.
  - The $17,400 that was advanced from the member's line of credit was returned, and the balance was brought back to zero.
  - The funding of the term mortgage has been backdated and we have reversed $378 in additional interest that was charged due to late funding.
  - We currently have a PAD agreement on file which will cover the payments for principal and interest. The member has requested that property tax installments also be collected, however we cannot amend the amount on the agreement without his signature. To include the member's taxes with his mortgage payment, we will require a new PAD agreement be signed. We have sent a new PAD agreement via DocuSign on June 28th so that the member would not need to attend a branch again. However, it has not yet been signed/returned by the member.
  
  Mr. ******* has also requested compensation for his time spent dealing with this matter. We have not provided this as there is an expectation of member time involved in the mortgage process. When the member first raised his concerns to branch staff, the issue was escalated to our internal teams to resolve. Our mortgage department worked with Mr. *******'s lawyer to understand what had happened and put corrective measures in place. Although this did take some additional time, we had started the resolution process prior to the member going to ***, social media, etc. and we were committed to making things right even before the member's decision to further escalate the matter.

  Customer response

  30/06/2023

  
  Complaint: 20210527
  
  I am rejecting this response because: I is an expectation that a customer expend a very small amount of time to finalize a mortgage.  However I have spent in excess of 26 hours attempting to correct their bumbling and unprofessional closing of my mortgage.  I went to Servus with the best of intentions and have been treated in the worst possible way.  I feel like I am now locked into a contract with the a provider I have no trust with.

  They say there is a "Red" flag on my credit bureau, I have no knowledge of this and they have not provided any documentation proving this.

  They say they are acting in my best interest, yet funded my mortgage using a line of credit at approximately 9% rather than the cash I provided.  Is that in my best interest?  I needed to fight to have them correct that bumbling.

  They made me drive 337km each way to go to that particular branch to show ID and solicit other products, could this not been done at a closer branch?  Is that in my best interest?

  They failed to have me sign all required documents while in the branch and now require additional signatures.  Is that in my best interest?

  Every single aspect in the funding of my mortgage has been one act of incompetence after another.  Is that in my best Interest?

  Other Credit Unions (**** ****) are offering cash back 2500.00 (Bank of Montreal 4500.00) for new normal mortgages without tortuous treatment of their clients and making as arduous as possible.  Is that in my best interest?

  If I had treated Servus and expended their time in the manner in which they expended mine, what compensation would they charge?  Look at their service charge fee list.  I expect fair compensation for my time and resources expended correcting their incompetence that exceeded what a normal client would expect from an honorable financial institution.

  Sincerely,
  
  ******* *******

  Business response

  05/07/2023

  When an individual enters into an agreement or contract for a mortgage, there is an expectation that there will be time spent discussing the mortgage, providing information, signing documentation, etc.
  
  Mr. ******* was aware that the mortgage funding date was June 9th, and he was offered an appointment on June 9th. He declined as he was unable to attend the branch until the 10th. The interest assessed due to late funding has been reimbursed by way of the mortgage being backdated to June 9th.
  
  Mr. ******* was also made aware of the reason why we were seeking to verify his identify, in-person. The member was asked if he had experienced any concerns with fraudulent activity on his ******* in the past, to which he replied that he had a credit card stolen 15-20 years ago and charges were made on it.
  
  The member was told he could attend a closer branch to save time.
  
  The funds available on the Flex-line (line of credit) were sent to the lawyer, as per the lawyer's instructions. The branch did not erroneously advance these funds. When we heard from the member that this was not actually in line with his wishes, our Retail Lending Support (RLS) team spent additional time communicating with the lawyer and arranging to have the funds returned and interest refunded. We are not charging Mr. ******* for the additional administrative work in this case.
  
  The member escalated his concerns to us in the form of messages on our social media platform on June 20th; however, we were not provided with sufficient time to investigate or respond before he further escalated the matter to the ****** ******** ****** (also on June 20th). This additional escalation was at the member's own discretion to utilize his time in this manner. We are confident we would have arrived at the same solution if given appropriate time to investigate with RLS and action the concerns.
  
  As such, we stand by our decision to not provide compensation for Mr. *******'s time. We have provided our final position on this matter. The member is welcome to escalate to the Ombudsman for further review and ruling if required.

  Customer response

  06/07/2023

  
  Complaint: 20210527
  
  I am rejecting this response because:  Servus was in a position of power, they called in advance of the closing.  There was no mention of delays, fees, costs when scheduling the additional signing.  As a matter of fact the Manager was advised that I work out of town Monday to Friday.  At 15:00 I was advised that they could see me at 16:30.  I was 350km from the Leduc branch.  To meet their generous? offer, I wound need to drive approximately 200km per hour to get there on time.  This offer coincides with the other listed unrealistic, moronic service I received. (Thanks for Nothing and making this a nightmare).

  Apparently Servus has Z E R O accountability for their inept actions and the extraordinary inconveniences they have caused.  Servus values client time as worthless (in may case now over 26 hours).

  I most definitely wish to escalate this to the limit of the law and have Servus charged/fined to the maximum of the law. 

  Due to their "Bulling" (as they were in a position of power), perhaps this may be also escalated Canada Rights and Freedoms with a formal complaint.

  I COMPLETELY AND FULLY REGRET ANY AND ALL DEALINGS I HAVE SO HORIBLY ENTER INTO WITH SERVUS. 

  I AM TRULY IN BED WITH THE ANTI CHRIST!

  Sincerely,
  
  ******* *******

• Initial Complaint

  14/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am an Albertan in the UK until Sept 27th 2022, and myServus ********** (and employees) have repeatedly failed me since April 2022 - creating a landslide of problems for me. Reaching them is near impossible, even on my dime since auto system hangs up on you. I have been given countless theories as to why my card won't work - all of which have been nonsense. It is now mid-July, I am still trying to get this resolved - every time I use my card it gets blocked. I am a single woman travelling, it is beyond frustrating and I can end up in dangerous situation because of inapt bank. It is serious, and after what must be approaching twenty plus times of contact via phone, emails, I even phoned a friend who works security in the building to try and get through to Servus Credit Union! The stress, money and time they cost me - with no resolution is astounding. Please note, to even make contact with you, I have had to input the address of a friend in Alberta who is like a mother to me. To reach me in the UK direct dial *** ** **** ****** I have alot of supporting documents - even though they only reflect a fraction of my efforts

  Business response

  25/07/2022

  Hello,

  Apologies for the delayed response. I was away on holidays and my colleague providing coverage was not able to access our *** account.

  I will share the client's complaint with their home branch and ask a manager to reach out to the client to discuss the matter further. Once I have been provided with an update and/or resolution, I will provide *** with this info.

  Thank you,

  *******

  Customer response

  26/07/2022

  
  

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

   

  Thank you for your help! I do not think this would have been resolved without your file. I think my ********** is working now BUT will have to see in the coming days. They did finally contact me (a person with more authority I believe), so I now have some recourse if not working properly.

   Many thanks!!

   ********** ********

• Initial Complaint

  27/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am on Canadian pension plan disability MY ONLY INCOME I GET! And the home branch (WESTGATE BRANCH) decided to hold back the deposit without notifying me through email and there "reason" was because they said they didn't have my current address and phone number and that's why they held the deposit but they had no issue with the deposit last month so why this month? And why no email making me aware of this? I will never deal with servus credit union again in my life. And the lady that called from the branch was extremely rude and talked with an attitude didn't appreciate it at all and will never refer anyone to servus credit union again!

  Business response

  28/04/2022

  Thank you for your email.

  From our records, the branch had made a variety of attempted contacts via email, phone, and letter to discuss an overdraft on the account.  Unfortunately they never heard back and froze the account as the issue at hand was not being resolved. 

  Thanks.

   

• Initial Complaint

  20/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Approx.august 27/21 I did a 200.000.00 cad wire transfer from servus credit union and as soon as it went to netcoins a scamner took over my computer and put a password and stole my money and I told servus credit union to reverse the transaction and he said you lied and I just told him that everything I said to them was from this scam company that told me as soon as I send the 200.000.00 I will get 1.038.000.sent to me but the only reason I bank with servus is because they gave a 100 percent guarantee on all your money and now ****** **** the manager is telling they won't help me ****** **** ***** *********** *** *** ********** ***** ** **** ******* *** **** ** ****** **** ** **** *** *** **** ** put my rrsp retirement money back into my account ***** *** ***** ****** ** *** ***** ******* ** **** ** ******* * ******* its called a reverse transaction or call back its to protect consumers in canada and servus credit union has a 100 percent guarantee on all thereclients money ****** ****

  Business response

  23/09/2021

  Good morning, 

  Below provides a set of timelines pertaining to the complaint provided.

  March 22nd 2021
  

  *** *** withdraw $11,958.00 deposited into chq 4
  
  March 24th 2021 This is believed to be the first financial interaction with the fraudsters
  WIRE Transfer to UK $12,740.08 @ ******
  
  March 30th 2021
  WIRE Transfer to UK $51,483.35 @ ******** (attempted)
  ******** denied due to inconsistent information / purpose – redflags
  ******** informed fraud, in support of not sending wire
  Home branch (****** ****) informed and now involved
  
  March 31st 2021
  Member attended branch to see me, made inquiries about why he was sending wire
  Again, red flags – admitted to lying about intentions (car parts / boiler for house, etc)
  Now said it was for "services" that family has been buying for years
  Member could not give me an answer as to what services were being provided, was being coached by fraudsters
  I had advised that we would not be sending the wire due to inconsistent information being provided
  He hinted on exiting his accounts.
  
  March 31st 2021
  Member took $50,000 via OC (at **********)
  He admitted to bringing this OC to ** ****** *****, who successfully wired money to the UK
  No further contact with Member until Friday September 3rd, 2021
  
  April 19th 2021
  *** *** withdraw $65,000, deposited into chq 4
  Member took $65,000 via OC (at ***********)
  Assuming he deposited this to ** ****** *****, then wired it to the UK, however Member said it was for a vehicle purchase
  
  It is believed Member had various communications with fraudsters, instilling fear and prize (showing him the money his initial investments have made) during this time period. No interaction or account transactions made at this point
  
  August 27th 2021
  WIRE Transfer to *** ******** **** (******* ****** – legitimate company) @ **********
  
  September 3rd onwards
  Member now realizing he has been a victim of fraud
  Member advised he is not under duress
  Filed EPS report ********
  Filed Canadian Anti Fraud Report *************

  Sept 21 - Servus met with member to present letters confirming Servus was ending our relationship due to the items noted above.   

   

*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. ↩