Complaints

This profile includes complaints for Scotiabank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Scotiabank

  44 King St W Toronto, ON M5H 1H1

• 

  Scotiabank

  2553 Danforth Ave Toronto, ON M4C 1L4

• 

  Scotiabank

  17900 Yonge Street Newmarket, ON L3Y 8S1

• 

  Scotiabank

  158 Lakeshore Road East Mississauga, ON L5G 1E9

• 

  Scotiabank

  1616 Dundas St. West Toronto, ON M6K 1V1

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.

• Initial Complaint

  Date:14/08/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  -I received a call from the Scotiabank fraud department using a MATCHED telephone NUMBER on the back of my scotiabank card (the phone number from the caller MATCHED the customer care phone number calling centre on the back of my scotiabank card credit card!)
  -they said they had reason to believe there was a fraudulent charge on my card and wished to go over the specifics
  - they had access to my information, and went over and HAD the history of the amounts already charged to my scotia credit card previously!
  -They sent me a text to my phone from scotiabank the authorization number to confirm stating it was for the fraudulent amount ( asked me to confirm the amount that I was fraudulently charged)
  -** *** * **** * ***** *** ***** ***** **** ** ****** **** ********** * *** *********, ** ********* **** *** ** ******* **** ****** ********** ** **** ******* *** ** ******* ****, and called from the scotiabank (*again phone number matched the scotiabanks customer care number on the back of my scotiabank credit card!)
  -Scotiabank sent me a letter DENYING my request for a reversal on this charge! I have banked for yrs with scotia and do not deserve this treatment. If it HADN'T of been SCOTIABANKS customer care line calling, I never would of been scammed! I am and always have been very cautious.
  -TO ADD SALT to the WOUND, SCOTIABANK charges this amount BACK to my credit card, and therefore now has increased not only the INTEREST charges but ALSO CHARGED AN OVER THE LIMIT FEE!!!! I would like a FULL reversal!
  I am a single mom, single income, I cannot afford to pay this transaction I did not make!
  I have always been a very reliable and honest customer, and did NOT charge this amount in the country of the UK

• Initial Complaint

  Date:11/08/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I am an account holder at Scotia Bank’s *** ********** * *** ******. On June 30, 2025, I paid $221.90 from my Scotia Preferred account to my *** credit card, but the payment did not appear until July 2. I contacted Scotia Bank, and on July 2 the representative faxed *** to request a refund. By July 15, I still hadn’t received it, so I called ***, who confirmed they had processed the refund and said it was now Scotia Bank’s responsibility. After another week with no refund, I called Scotia again; they said it would reflect on Monday, but it didn’t. On August 1, I emailed the branch’s Customer Experience Lead, **** *********, who assured me I’d receive the refund by August 5. When I followed up that day, she claimed it was ***’s issue. On August 7, I visited *** Dundas branch and met advisor ****** *****, who involved senior advisor ***** ***. After 50 minutes, she confirmed the refund was processed July 14, case #********, meaning Scotia had it. On August 8, I again contacted ****, who emailed that it wasn’t Scotia’s issue and told me to call the center. The call center then said it would take more time. This constant back-and-forth, delays, and contradictory statements from both institutions over such a simple matter have left me extremely frustrated and disappointed.

  Customer Answer

  Date: 04/09/2025

  
  
  Better Business Bureau:
  
  
  
  Thanks for helping me .The matter has been resolved and refund has been received. 
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:07/08/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  I have a momentum savings account with the scotiabank. When it was opened it was an joint account between my common law partner ****** ******** and myself. My partner passed away November 7 2022. At that point bank was made aware of his death and the joint account would become mine. On July 30 2025 l went into bank to make an withdrawal from account. There was 11 cents in account. On January 19th 2024 the bank made two credit card payments from my account. These credit cards were my common law spouses credit cards At the time of his death there was a will and his son **** ******** was the executor. and ****** had another account that was to be used to cover bills after his death. l contacted scotiabank by phone on July 30 2025 asking why these charges were taken from my account as they were not by bills, l was transferred to 6 different representatives but no one could answer why that money was taken from an account that was only mine after his death and requested this money be put back into my account. As l was unable to resolve issue with bank l am turning to bbb . It has been over a year since this transaction as l was not aware they had made these transactionsuntil l went to bank in July 2025.

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Went into bank may28th the pay credit card. Teller told me I owe more money, couldn’t explain why or where this was coming from.. called **** they confirmed I was right and the teller was wrong misleading information was given.. while on the phone (the entire time) the teller lady next to the man I was working with continually interjected in the conversation saying it’s my interest. (Not the case as I pay on time) I do not have interest which I had told them they can confirm with my file.. this woman’s interjections while I’m on the phone with **** and wasn’t working with her, are becoming a frustrating because they aren’t looking for a solution just blaming me for something I know is not the case.. I tell her no one is talking to her she’s not even looking at my file/account/screen
  I filed complaints about the branch and their lack of training and confusion. Tuesday June 2nd I go to pay for something at supplier, my cards are declined. I look at app (tells me it’s fraud) call fraud department they tell me it’s the branch manage that closed my accounts.
  They have my money from my debit account and haven’t sent me any info as to where that is.. why I couldn’t go pick it up, they made a draft but can’t send me the registered mail number.. something extremely sketchy is going on here.
  I have spoke twice to the branch manager at my home location and he can’t get any info on my money.. I hve called the telephone lines and escalated but no one has returned my calls. My money from my debit is still missing, they telephone ppl take me to go into that branch but because of the interaction and my complaints I don’t think it’s safe to go without a third party..
  also they won’t tell me why or have any proof to why they closed my accounts.
  I’ve told the complaints department that I was on the phone the whole time with **** and there’s cameras they should be pulling video to watch..
  ************ ** ********** ********* ****** ************* ****** ***** ******* *****.

• Initial Complaint

  Date:12/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Commencing on or about April 22, 2021, I fell victim to two multi-layered scam operations run by individual which involved me making deposits for a total amount of 175,000.00 CAD from my Scotia Bank account to fraudulent investment firm(s).
  
  When determining what’s reasonable and fair, we should focus on the issue of liability; common queries include, but are not limited to, the following (i) whether Scotia Bank did not take notice of any rule, law, or regulation, and/or possibly missed any material elements of the relevant bylaws or codes of conduct, that may have prevented them from protecting my financial safety; (ii) whether by virtue of Scotia Bank’s custodianship over my funds or by its control over them, they owed a fiduciary duty to the me and if so, whether that duty was breached; (iii) whether Scotia Bank promoted the transaction(s) in question despite being aware of the nature of the transaction(s) in question (iv) whether Scotia Bank was in compliance with its own policies and procedures; (v) whether Scotia Bank owed duties to myself, what the scope of those duties was, and whether Scotia Bank did not uphold those duties; (vi) whether Scotia Bank’s conduct was unfair; and (vii) whether Scotia Bank has within its power the ability to, and should, compensate me for the harm that has befallen me.
  
  Upon identification of such unusual or suspicious activity, it is crucial that the relevant staff member adequately describe the factors making an activity or transaction suspicious, thoroughly depict the extent and nature of this activity and properly communicate to the customer that such activity meets the relevant criteria of fraud.
  
  
  Unfortunately, I am unable to fit all of the content of my complaint into this field, ** ****** **** ******** *** ****** * **** ********** ** **** *************************** ***** ******* ********* ** ******* ****** ** ****** **** *** **** ********** 
  If any additional information from my side is required, kindly let me know

• Initial Complaint

  Date:08/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  I visited the Scotiabank branch at **** ******* **, Kanata, ON K2T 1B7. There I met with ****** **** (******.****@scotiabank.com). I met him because I wanted assistance on my investments, almost all my money was in a low interest savings account at the time. He set me up with a TFSA. However, he made a grave calculation error that caused me a lot of brief for the many months to come. There was $54,000 of contribution room in my TFSA; however, he contributed over $75,000. This could have potentially caused me lots of issues with the CRA. I also couldn't touch my investments while this issue was getting sorted, causing me loss of potential interest and use of capital. It took me a lot of time to get this issue corrected. The Scotiabank complaints department took months to fix this issue and gaslit me every time I called them. This is a matter of my life savings and it's just a joke to them. I had months of anguish due to their incompetence.
  
  Even dealing with the branch while trying to resolve this issue, they did not do a very good job. Their first suggestion was to reverse the investment as if it never happened at all (making me lose out on all the interest I would have earned). I am also very upset to hear that there was no punishment for the Scotiabank employee ****** B. who caused this issue. * ** ******* **** ********** ***** **** **** ******* ** ***** *** *** ***** **** ** * ****** *** *********. Even when I had come into the branch to try and resolve the issue, he saw me from the lobby and ran away. * ******* ********** *** * *********** **** *** *** **** **** * ******* **** ****** ******* ***** * *** ***** ***** ** **********.
  
  They did not provide any formal apology or compensation for this issue, even though I have over 200k of assets with this bank and have been a good customer since 2016.

• Initial Complaint

  Date:02/05/2025

  Type:Facilities Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  The bank has had an outage all day. All of my money is in my savings account. I switch money over to checking when I need it. My money is locked from transferring because of the outage. I cannot buy food for my family. The outage has been ongoing now for.22 hours
  I have called twice thy keep saying hopefully in a couple of hours

• Initial Complaint

  Date:20/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  This complaint goes hand in hand with the previous complaint I submitted just wanted to make sure both Banks received the complaint they deserved here.
  Went to open a new account at Scotiabank ******* ** ** **** ******** * ****** ** ***** *** *** ******** Having my car loan at Scotiabank, I figured it would be easier for to just go and open an account there so I did that and I asked the lady at the desk who was opening my checking account for me if she could change the direct deposit information from my ** checking account to this new Scotiabank checking account and told her that I have a bill payment *** ** *** **** **** ** **** **** coming out tomorrow that I would like the funds to be able to come out of my Scotiabank account. She said no problem that would be able to do that for me at the end when she got my account all set up. Meanwhile, this was not the case I found out when the payment tried to come out of my ** bank on Friday that she did not do what she said she was going to do or if she couldn’t do what she said she was going to do at least tell me so that can go and call or figure out another way ** **** ** *** **** **** **** it is now been over a week and I’ve been trying to get this figured out and get my money back that I had to take from my Scotiabank account that I had deposited, ****** **** *** ***** ***** ** ******* ** ******* *** ** *** **** **** ** *** *** ** * **** **** ***** *** ******* ** ** ** ***** **** *** *** **** ** **** * ***** ** ** **** ** ****** *** ***** **** *** ** ********** **** **** ******* ******* ** *** ***** ************* ***** ** **** **** *******

• Initial Complaint

  Date:04/03/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Need Scotiabank to refund my **** credit card dispute ref#: *************!  
  Aug 30 2024, so called ******* website, extremely good prices items, 1 email address can only buy 1 item, I thought no risks if I buy by my credit card & maybe products are refurbished ***** products, I used 3 different emails to buy 3 items by my Scotiabank credit card. their orders emails Aug 30 2024 had link: **************** can't open, their email: Your order is on the way Sep 01 2024 only link: *************************0YQ can open AND said delivered on Sep 23 2024, but no physical product: a 4 wheel bike only us$44.28 and showed in my credit card as cad$61.24 at all, they provided a contact email: ****@*******.com, so I emailed them back and forth until Sep 27 2024 when I didn't hear back any more. the other 2 products are similar stories and they are a Wardrobe cad$65.68 and a 3 wheel shopping bike cad$39.22. I disputed with Scotiabank many times by calls, go to their branch 2 times, most recent 1 was called Jan 31 2025 agent created a new Digital Dispute Confirmation CD-********** & email********** me same day according which today I checked Scotiabank didn't refund me, I called ###-###-#### PST 9:44am-10:32am, agent *** told me dispute ref#: ************* and they can't refund me. Please let Scotiabank send people to my home to investigate this issue. Please help me! If you need more information, please email me at ***************@*****.com to inform me. Thank you very much!

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  On October 28th I applied for the **** Infinite credit card and was approved instantly.
  
  I applied through *************** which offered $200 upon approval. Unfortunately I've reached out to them and they say Scotiabank has yet to send information on the approval which is what is needed to move forward.
  
  The approval was instant and I got email confirmation with my credit limit and other information, the credit card is also avaliable for pick up at my local branch.