ComplaintsforDUCA Financial Services Credit Union Ltd
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Complaint Details
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Initial Complaint
17/10/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
My concern revolves around DUCA's delay in resolving an issue related to a hard credit check that was conducted without my explicit consent. This hard credit check was misleadingly presented to me as a soft check, causing substantial distress and inconvenience. Despite numerous attempts on my part to seek clarification and resolution through phone calls and emails, DUCA has remained unresponsive. On July 27, I opened an account with DUCA based on the understanding that only a soft credit check would be performed. To my dismay, I later discovered that a hard credit check had been conducted, which I did not require or authorize. Furthermore, the promised response time of one business day was not met, and when I followed up on the status of my account, I was placed on hold and informed that my application had been denied due to my SIN number, with a referral to Equifax. Equifax had no record of the issue, and this inconsistency led to further frustration. In addition, the agents at DUCA with whom I interacted displayed a lack of professionalism. Their inability to provide clear information about the denial of my application compounded my dissatisfaction. Furthermore, it was only on July 31 that I was informed by the Director of Member Contact that the account could not be opened virtually, and that the SIN issue was related to misuse, information that should have been communicated clearly by DUCA's representatives from the outset. On a separate occasion, on August 12, a DUCA representative assured me that a branch in Erin Mills could accommodate an appointment to open an account and promised that the branch would reach out to me. However, no one from the branch contacted me, and upon visiting the branch in person, it became evident that they could not assist me.
This resulted in a significant waste of over two hours, including travel time. I kindly request $400 in compensation for the considerable time, effort, and stress this situation has caused me.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.