ComplaintsforCanadian Tire Bank

• Initial Complaint

  21/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  - 1,500 dollars additional charged - Spoke for months and highlighted transactions - Double Merchant charges - Was told they could only go back one month and settled on -100. That is roughly $1,400.00 I am paying the company for non-authorized use of my card.

  Business response

  27/12/2023

  Good morning,
  
  We acknowledge receipt of your email dated December 22nd, regarding a complaint that was filed with your office.
  
  We collect, use, and disclose personal information in accordance with our privacy charter which is available at https://**************************************************  
  
  Canadian Tire Bank (“CTB”) requires customers to address their concerns with the applicable business area in accordance with CTB’s 3 Step Complaint Resolution Process which is also available at https://***************************************** >> Complaint Resolution
  
  However, your complaint is now with the Complaint Resolution Team (step 2) and as such we will conduct a fulsome investigation and respond to the consumer directly.

  Unfortunately, we have been unable to locate an account for this customer. We would require either the account number, or the address, email or phone # currently indicated on the account.
  
  Thank you for taking the time to contact our office.

  Complaint Resolution Team, CRT
  Canadian Tire Bank, CTB

  Customer response

  27/12/2023

  
  Complaint: ********

  I am rejecting this response because:

  Account: **** **** **** ****

  I have the account details and have already discussed with Canadian Tire Bank. My telephone is *************

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

  Business response

  09/01/2024

  Good day ******** ******,

  Thank you for providing the additional information. 

  We have located the account in question and a complaint has been opened for investigation with the Complaint Resolution Team (Step 2 of CTB's Complaint Resolution Process).

  A Complaint Resolution Specialist will conduct a fulsome investigation and respond to you directly. 

  Thank you,

  Complaint Resolution Team, CRT

  Canadian Tire Bank, CTB

  Customer response

  16/01/2024

  
  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.  They may contact me directly at ************ or by email ******************
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  28/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My master card 3d secure was violated by a merchant who by passed the system in order to obtain money from my credit card . Canadian tire bank does not want to report the merchant I’ll like this to be looked into and have them report the merchant for violating my rights

  Additional information provided by consumer: August 24, 2023 $500 dollars , September 2nd, 2023 $500 dollars  and September 3rd, 2023 $500 dollars are the dates of the transaction and the amount . I have no been given a letter from Canadian Tire to provide

   

  Business response

  13/12/2023

  Good afternoon,
  
  We acknowledge receipt of your email dated December 13, 2023, regarding a complaint that was filed with your office.
  
  We collect, use, and disclose personal information in accordance with our privacy charter which is available at ****************
  
  Canadian Tire Bank (“CTB”) requires customers to address their concerns with the applicable business area in accordance with CTB’s 3 Step Complaint Resolution Process which is also available at **************** >> Complaint Resolution
  
  However, your complaint is now with the Complaint Resolution Team (step 2) and as such we will conduct a fulsome investigation and respond to the consumer directly.
  
  Thank you for taking the time to contact our office.

  Complaint Resolution Team, CRT
  Canadian Tire Bank, CTB

  Customer response

  11/01/2024

  Can I please have my complaint reopened as I had believed the process was escalated as stated in the last message I got. When can I expect to receive the outcome of the investigation? What is the time frame?

  Business response

  11/01/2024

  Good afternoon,

  The response letter with resolution was mailed to the consumer on December 18, 2023, to the address on file.  We will resend the response letter to the consumer via *********.

   

  Kind regards,

  Complaint Resolution Team - Canadian Tire Bank

  Customer response

  20/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: they refuse to look into it for violation of 3d master secure they didn’t do nothing to resolve the issue and have given the same response 
  
  Sincerely,
  
  ******** ****

  Business response

  24/01/2024

  Good day,

  Our response to the customer has been sent on December 18, 2023, and subsequently on January 11, 2024.  In this response it outlines CTB's investigation and outcome to the customer's complaint.  The Complaint Resolution Specialist has included their personal contact information for the customer to contact should they wish however, if they disagree with the outcome the next step in which the customer can take is to escalate to OBSI if they choose. This is indicated in CTB's 3 Step Complaint Resolution Process included with the response letters.

  Kind regards,

  Complaint Resolution Team, Canadian Tire Bank

  Customer response

  03/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: this is a solution they should be able to deal with why must I go thru someone else 
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My concern is regarding online payment of utility bills. Previously, we were able to pay all our utility bills from our CT ****** Card, however things changed after we had new utility account numbers, after we moved into our new house in 2021. Ever since I have tried to contact the bank many times, though unfortunately they keeps telling us to verify the account number with our utility service provider. Last time when I talked to them, I was told that the Municipality needs to convey the list of new account numbers to the CTFS bank, ***** ** *** ********** *** *** **** ******* ****** *****. In fact, we are paying the same utility bill through ********** since 2021 and this issue is ********* due to some technical problem with the CTFS bank only. However we prefer paying all our utility bills from the CTFS ****** card, which is advantageous to us in many ways compared to paying from ********** debit account, such as flexibility of paying bills from a credit card as well as earning us CT reward points. Coming to the details, the utility service provider being referred herein is the Municipality of ***** ******* Water/Sewer service, listed as ***** ***** ****** - WATER/SEWER in the CTFS bank's list of payees. Previously our account number was *****xxxxx, and after we moved into our newly built house we got a new account number which is *****xxxxx. When we try to add this new one, it says the account number is not valid *********** *********. As per my understanding, the new series of account numbers (*****xxxxx series) is not being recognized by the CTFS bank. ** ***** * ******* **** **** ***** ** * ****** ********* ****** ***** *** ** ****** ******** ** *** ****** *** ******* **** ** ******* *** ****** **** ** *** **** ******** ** ***** ******* ******* ** *** ****** ******xxxxx to be added. As such, I request BBB to kindly facilitate the needful to resolve this issue at the earliest, by taking up this issue with the concerned department at the CTFS bank.

  Business response

  13/03/2023

  Complaint Resolution Team
  

  Good morning,
  We acknowledge receipt of your email dated March 10, 2023, regarding a complaint that was filed with your office.
  We collect, use, and disclose personal information in accordance with our privacy charter which is available at https*****************************************************  
  Canadian Tire Bank (“CTB”) requires customers to address their concerns with the applicable business area in accordance with CTB’s 3 Step Complaint Resolution Process which is also available at https:******************************************* ** ********* **********
  However, your complaint is now with the Complaint Resolution Team (step 2) and as such we will conduct a fulsome investigation and respond to the consumer directly.
  Thank you for taking the time to contact our office.
  
  Complaint Resolution Specialist, CRT
  Canadian Tire Bank

  Customer response

  28/03/2023

  Hi there,
  
  I'm writing to inform you about an update regarding Complaint #********.
  In fact I needed confirmation from a third party to verify that the complaint has been fully resolved, which I've received only yesterday. However, today when I tried to update the details using the complaint reply link from BBB, it says the complaint has been closed, hence this email.
  
  Well, I've filed the complaint regarding Canadian Tire Bank at BBB on 10-Mar-2023, and I received a call from the bank's complaint resolution department on 20-Mar-2023 and I was told that they have received my complaint and have forwarded it to the concerned team. And then on 22-Mar-2023, I received another call from them saying that they have resolved the issue and that I would be able to add the payee, which I confirmed myself. Now the second and final stage was to verify that the payment did get processed and received by the payee, for which I contacted the service provider by email and I received their confirmation on 27-Mar-2023.
  
  As such I would like to confirm that the Complaint Resolution Team at Canadian Tire Bank has been able to resolve the issue, and their communication was  indeed timely, impressive and professional.
  
  I'd really appreciate it if you could kindly update this information on the complaint thread.
  
  Thanks & regards,
  ***** ***** *************

• Initial Complaint

  25/11/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I did not use my canadiantire ********** during the pandemic for healthy reasons, but, when buying in store, I gave my phone number in order to get the points for my purchase. Three days ago, I decided to use it, but, since I did not find it anymore, I accessed my online account in order to find the best contact number where to declare it lost. My online account was blocked, and, when calling them, I was told that my card was cancelled two months ago, in August 2022. Since I declined to answer the question regarding who my employer is, I was advised to go to the store, and apply for a new card. I never had problems paying my dues, and, during the pandemic, I managed to pay off my debts, too. My credit limit was $21,000. They claim that they usually send a letter prior such measures, and they think there must have been a problem with the mail. They could though send me an email.

  Business response

  25/11/2022

  ComplaintResolutionTeam
  Good Afternoon ,
  We acknowledge receipt of your email dated November 25, 2022 regarding a complaint that was filed with your office.
  We collect, use, and disclose personal information in accordance with our privacy charter which is available at https://www.ctfs.com/content/ctfs/en/privacy_security.html 
  Canadian Tire Bank (“CTB”) requires customers to address their concerns with the applicable business area in accordance with CTB’s 3 Step Complaint Resolution Process which is also available at https://www.ctfs.com/content/ctfs/en/support.html >> Complaint Resolution
  However, your complaint is now with the Complaint Resolution Team (step 2) and as such we will conduct a fulsome investigation and respond to the consumer directly.
  Thank you for taking the time to contact our office.
  Complaint Resolution Specialist, CRT
  Canadian Tire Bank

  Customer response

  25/11/2022

  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.
  
  

• Initial Complaint

  26/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I tried using my card and it told me it was over limit. I barely ever use the card and last time i used it i had over three thousand in credit. I went on line to see what was going on and there was over twenty five hundred charged in the month of may. I called the card company and they cancelled my card and sent me a new one plus they were going to investigate the charges. I explained to them that i barely use the card its just for emergencies. They told me that because it happened over 60 days before i reported it im liable for all charges. I told them how could i be in Manitoba the same day a bunch of new charges from New York city were put on my card. They told me that how do they know it wasnt me..i told them it wasnt me...**** ****** **** ******* ** ** ****** *** ***** ******* ** *** *******all this happened in May of this year. All there saying is that i waited to long to report it and there not gonna do anything about it. I explained to them i barely use the card and dont check my reports and i pay the minimun amout or more every month. **** ******* *** **** **** ***** **** * **** ***** * ****** be held liable for charges i have not made. Im just wondering if there is any other steps i can take to fight this...i did not appreciate being accused of all these charges over the phone. **** ************** ******** ******* ****** **** ********* ***

  Business response

  07/10/2022

  We acknowledge receipt of your email dated September 26th, regarding a complaint that was filed with your office.

  We collect, use, and disclose personal information in accordance with our privacy charter which is available at **********************************************************  

  Canadian Tire Bank (“CTB”) requires customers to address their concerns with the applicable business area in accordance with CTB’s 3 Step Complaint Resolution Process which is also available at https:******************************************* ** ********* **********

  As such, we have forwarded the customer’s concerns to the Complaint Resolution Team who will investigate and respond to the consumer directly.

  Thank you for taking the time to contact our office.

  Complaint Resolution Specialist, CRT

• Initial Complaint

  04/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a credit card with bank of Canadian tire and they call my house three. Or four times daily ***************************************************************** my balance when they start calling is about 25 bucks owed and when I asked them to stop calling **************************** I want only to be contacted by email from now on and a letter of apology ***********************************************

  Business response

  17/05/2022

  Business Response /* (1000, 5, 2022/05/04) */ ********************************* Good day, We acknowledge receipt of your email regarding the complaint that was filed with your office. We collect, use, and disclose personal information in accordance with our privacy charter which is available at https://**************************************************************** Canadian Tire Bank ("CTB") requires customers to address their concerns with the applicable business area in accordance with CTB's 3 Step Complaint Resolution Process which is also available at https://****************************************** As such, we have forwarded the consumer's concerns to the applicable business area and asked them to investigate and respond to the consumer directly. If the consumer has already addressed their concerns within steps 1 and 2 of CTB's Complaint Resolution Process and received a final response, or they have any questions or concerns, please feel free to contact our office toll free at *************************** Thank you for taking the time to contact our office. Corporate Compliance ****************************************

• Initial Complaint

  07/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Triangle ********** changed the interest rate back in 2018. I do not really use this card anymore due to the height balance i have on it so if i make a purchase i pay it off right away. I had negotiated a lower interest rate prior to 2018, Triangle states they sent the notice of increase with my statements. I told them i did not get it and i can prove it and that all my statements ever show me is my balance and payments nothing else. They refused to acknowledge what i had told them and said they would resend the notice today, still have not seen the notice of increase. Told them without receiving notice *********************************************************************************************************************************** they refused to make adjustments and let me cancel my card.. I don't follow this account as since i barley use it and pay off *************************** ****************************************************************************************************************************************

  Business response

  17/05/2022

  Business Response /* (1000, 5, 2022/02/09) */ Good day, We acknowledge receipt of your fax regarding the attached complaint that was filed with your office. We collect, use and disclose personal information in accordance with our privacy charter which is available at https://**************************************************************** Canadian Tire Bank ("CTB") requires customers to address their concerns with the applicable business area in accordance with CTB's 3 Step Complaint Resolution Process which is also available at https://****************************************** As such, we have forwarded the consumer's concerns to the applicable business area and asked them to investigate and respond to the consumer directly. If the consumer has already addressed their concerns within steps 1 and 2 of CTB's Complaint Resolution Process and received a final response, or they have any questions or concerns, please feel free to contact our office toll free at *************************** Thank you for taking the time to contact our office. Corporate Compliance Canadian Tire Bank *******************************************

*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. ↩