Complaints

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:25/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  My eq bank has me lock out of my account for over 30 days and still thay will not let me get my money out I need my money I depend on my cra money thay say it for security reasons and thay also say I have no holds on my account it’s all clean thay can have thier bank all I want is my money thay will not let me in my app to get it transferred I just call them and the women put out a complaint and send me the com number ** ** ****** 11/24/2024 thay will not give me a follow up even when thay say only 30 business day this been going on sence Oct 2 /24 can u help me just for I can transfer my money to another bank than wait longer for them to let me use my bank account please

  Business Response

  Date: 27/11/2024

  Thank you for bringing this issue to our attention. We are sorry that you are not satisfied with the service provided by EQ Bank.

  We have forwarded your complaint to the appropriate business unit representative as it has not gone through Step 2 of our Customer Complaint Handling Procedures (CCHP).  The Business Unit Head or delegate will contact you within two business days to try to resolve your concerns.   

  Thank you for providing us with the opportunity to address your concerns. ** * ********* *** ********* ******** ********** *** ** ***** ** *********************************************************** ***************************************************

• Initial Complaint

  Date:05/02/2024

  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.

  When I asked supervisor . ****** staff told me we can't transfer your call until tell us what is your reason .a** **** **** and other staff put me on hold and then tell me supervisor unavailable at all and other staff hang up on me and I filled many times a complaints against customer service to supervisor nothing happens and then I got warning from customer relations and stand based bad customer service staff and refused reviews on phone records and time and what is happening and they have strong evidences to show customers service very bad and kind threat me by discontinued service to me if not go their way without see evidences they have from phone records and records phone calls and nothing improve customer service since at least 5 months and my disputes I will loss my disputes because their have bad customer service

  Business Response

  Date: 07/02/2024

  Thank you for bringing this issue to our attention. We are sorry that you are not satisfied with the service provided by EQ Bank.

  We have forwarded your complaint to the appropriate business unit representative as it has not gone through Step 2 of our Customer Complaint Handling Procedures (CCHP).  The Business Unit Head or delegate will contact you within two business days to try to resolve your concerns.   
  

  Thank you for providing us with the opportunity to address your concerns. As a reminder, our complaint handling procedures can be found at ***********

  Customer Answer

  Date: 07/02/2024

  
  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. Also I don't want any nasty business relationship and I don't want loss my credit card  . But I hope we not go through this again . Let once for all .and let bank to be sure not this happens again . And I hope bank learning from this situation and other situations from other customers like me .
  
  Sincerely,
  
  ***** ***** *****

  Business Response

  Date: 08/03/2024

  The Business Unit Head delegate contacted the customer on March 7, 2024 and the investigation is ongoing. 

  Customer Answer

  Date: 10/03/2024

  
  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.
  
  Sincerely,
  
  ***** ***** *****

• Initial Complaint

  Date:30/01/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 January 11 I initiated an Interac E Transfer of $1300. Interac processed the transfer and I received a confirmation Email. However, when I attempted to deposit the funds I received an error message. ** * ******** ******* ** ********** Before the end of the day, EQ Bank had done the following: 1) EQ Bank interfered with and blocked my transfer. 2) EQ Bank blocked my account. 3) EQ Bank did not attempt to inform me of their actions either before, during, or after. Later when I initiated a telephone call to customer service I was told I would have to submit multiple digital images of my government ID and a proof of address to a separate Email. I was not comfortable with this and suggested an alternative. I was told I had no choice and on January 19 I sent the documents ********. On January 23 I received a call I thought would be news that the problem was resolved. It wasn't. I was told the void cheque form I sent as proof of address was not acceptable. * *** ** ***** I terminated the conversation. On January 26 I called the department head complaint hotline and left a message. I am still waiting for a response. There have been multiple Email exchanges and recorded conversations. My account remains blocked. EQ Bank ******* **** ********* *** ** **** *** *** has done nothing to correct it. ** ****** ******** ********* ********* ** ***** ** **** ****** ****** ** ** *** ***** ** **** **** *** ******** ***** ***** ******** **** ****** ******* * ******** ******

  Business Response

  Date: 06/02/2024

  Thank you for taking the time to contact us and for bringing this issue to our attention. We are sorry that you are not satisfied with the service provided by EQ Bank.
  
  We have forwarded your complaint to the appropriate business unit representative to continue the investigation at Step 2 of our Customer Complaint Handling Procedures (CCHP). The Business Unit Head or delegate will contact you asap to try to resolve your concerns.
  
  Thank you for providing us with the opportunity to address your concerns. As a reminder, our CCHP can be found here **********************************************************

  Customer Answer

  Date: 06/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: *** **** **** ******* **** ** **** **** *** ***** **** ** ***** ***** The response refers to starting a complaint step two process which has already been completed and rejected.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 09/02/2024

  This issue has been handled directly with the customer and is now considered closed. 

  EQ Bank’s complaint handling process is outlined on our website, **********************************************************, should the customer wish to escalate the complaint.  

  Customer Answer

  Date: 13/02/2024

  
  Complaint: ********
  
  I have advised EQ Bank that I am not satisfied with their response multiple times. I have escalated the matter to step 3 as shown in the ******** email.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/05/2023

  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 opened up a EQ bank a couple of months back, I used it a few times, money was transferred in and out and a few purchases were made. On Monday May 1st 2023 I tried to log into my account through the web app and got a message that my account has been temporarily locked due to suspicious activity and I need to call them for further details. I called and spoke with a rep I was told that they need to verify my identity and that I need to email the front and back of my ID and a selfie holding the ID to ******@******,ca attention to michelle. They did not provide me a reason as to why my account was locked but said it should be taken off within 3 days. I did as requested as of today my account is still locked, I contacted them and was told by a rep without pulling up my account or anything that I have to wait until tomorrow. Based on the bad google reviews it appears that this is not an isolated issue and they have a habit of doing this, I want my account unlocked, so I can transfer my funds out and have my account closed effective immediately. Failure to comply I will file a complaint with FSCO or other regulatory bodies.

  Business Response

  Date: 04/05/2023

  Thank you for bringing this issue to our attention. We are sorry that you are not satisfied with the service provided by EQ Bank.
  We have forwarded your complaint to the appropriate business unit representative as it has not gone through Step 2 of our Customer Complaint Handling Procedures (CCHP).  The Department Head or delegate will contact you within two business days to try to resolve your concerns.   
  Thank you for providing us with the opportunity to address your concerns. As a reminder, our complaint handling procedures can be found at Customer Complaint Handling Procedures | EQ Bank Canada.

  Customer Answer

  Date: 04/05/2023

  
  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:13/02/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  EMAIL ONLY. NO TELEPHONE. I bought this ***** Prepaid Card yesterday for $180 plus $10 fee. I registered it online on the www.*********.com website. When I checked my balance today, it was zero but no transactions have gone through. I telephoned their customer service number at 1 *** ******* as found on the back of the card and was told that the card was debited for the total amount. I exclaimed that I have not made any bookings/transactions, so how can this be? They stated that they didn't know. I am an honest person and I know this is outright *******. I want my balance back immediately. I tried to talk to their customer service but they were not interested. Please let them know I want my balance of $180 back onto my card immediately. I cannot wait a single day for my money back on my card because they ****** me in a single day. Please help me.

  Business Response

  Date: 21/02/2023

  Thank you for bringing this issue to our attention.
  
  We understand that a business unit representative has reached out to the customer directly to try to resolve this issue.  For further details on our complaint handling process, please visit: www.eqbank.ca/legal/customer-complaint-handling-procedures.
  

  Customer Answer

  Date: 25/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I only had the card for a short time before the balance went to ZERO even though I registered it on their website as recommended by them.  This is definitely outright ***** by the card provider.  The card was paid for plus a fee  in cash at an accredited retail outlet.  It is not a credit card but a prepaid card.  How could the card provider agree to void the card and take up to 90 days to send out a new one?  This is very bad business practice.  It should be remedied at all levels. They should not have ****** the money and then held onto it for up to 90 days.  The 90 days' interest alone is worth something.  Instead they pocketed the fee and an additional $10 off a new card that they are promising to send me in 90 days.  They asked for lots of id and the original receipt, card and packaging which I promptly emailed them as jpegs.  I don't think I should wait 90 days for a replacement.  I need the card and the correct amount of money on it right now!

  As an honest person and conscientious consumer, I feel the public is suffering from extremely bad business practices and these should be changed to safeguard the public right away.   
  

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

  Business Response

  Date: 08/03/2023

  A resolution was provided to the customer on March 2nd – a replacement card with a full credit was mailed and should have been received by this time. We now consider this matter closed.

• Initial Complaint

  Date:29/11/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 required the help of Equitable bank to stop fraudulently obtained pre paid gift cards that they issue. I was directed to this bank after contacting ****. Equitable bank determined they are unable to assist me. This makes no logical sense. If they issued the prepaid cards and are the responsible bank- as per ****** ****, then they should have been able to assist me with my call- I provided a police report number and have a report number from the Canadian Anti fraud centre-- none of this mattered. Consumers need the ability to have financial institutions assist when assistance is needed. ******** *****

  Business Response

  Date: 07/12/2022

  Thank you for bringing this issue to our attention.
  
  We understand that a business unit representative has reached out to the customer directly to try to resolve this issue. For further details on our complaint handling process, please visit ***********************************************************
  

• Initial Complaint

  Date:11/11/2022

  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.

  For no reason EQ Bank sent a "Verification Code" to my email, or said they did, and when it didn't arrive in my email folder there was no way to login to my account. Live chat support walked me through a bunch of steps until we finally knew for certain the issue is on their end, then he gave me a phone number to call. I called it, set up a call back and to this day have never received that call. I then phoned customer service. They walked me through every step I went through with the live chat agent, once again realized the issue is on their end, sent in a complaint, and told me I'd receive a call within 2 days. That call never came. A third time I phoned. I was again made do all the same things and told I will receive a phone call. I don't expect to get that call and I don't know what to do next. I have never forgotten my credentials. I have never, not even mistakenly, entered the wrong email username or password. I answered every security question correctly and was even able to tell them when the last transaction was and for how much because I still receive those emails every time. I receive every email from EQ Bank except when they say they send a verification code, including the ticket that was sent in by the agents I spoke to. There is no question and they have no doubt that I am who I say I am, but they refuse to remedy the situation, sending me in a never ending circle of waiting for phone calls that, just like the verification codes, never come. The money in this account is all the money I was able to save up to give my daughter a hopefully enjoyable 16th birthday. Her birthday is tomorrow and because of that, even though I live in New Brunswick, I was willing to drive to the actual bank in Toronto to show them my ID and close the account, but was told that even if I did that, they still would not give me my money.

  Business Response

  Date: 15/11/2022

  This issue has been handled directly with the customer and is now considered resolved. EQ Bank’s complaint handling process is outlined on our website, **********************************************************, should the customer wish to escalate their complaint.

  Customer Answer

  Date: 17/11/2022

  To whom it may concern:
  
  Thank you for your willingness to help remedy the situation I found myself in.  Since filing the complaint, Eq Bank has remedied the situation.  In fact, after all the run around, I called the same support number and they were able to fix the issue in less than 5 minutes.  So I can only assume the people I spoke to every time I called prior to this time were either unwilling, or lacked the know how to do what needed to be done to fix the problem.  I still have no idea why none of the phone calls ever came.
  
  Eq Bank uses the fact that they are currently listed as the best bank in Canada in their ads to bring in more clients.  I don't know who makes the list, *** * ***** ****** ** ***** ******* **** **** **** *** **** *** **** ******** **** **** ****** ** ** **** ********
  
  I have had an account with ** **** for about a decade.  In all that time the only problem I ever had was failing e-transfers, and in all that time it only happened twice.  Fortunately, because ** has a branch and issues bankcards, if there is ever a problem I can always go there or to any ATM to withdraw what money I might need.  That is not the case for Eq Bank. 
  
  Eq Bank is strictly an online bank and there are no bankcards.  Whenever there is a problem of almost any kind the person's account is inaccessible to them.  I have had my Eq Bank account for about a year and in that time;
  
      -          E-transfers have failed on numerous occasions, (I have come to expect to be unable to access my account on any Sundays). 
  
      -          It is common to be kicked off and automatically signed out in the middle of a session even while typing, and I'm often left wondering if the transaction I was working on went through or not. 
  
      -          I've often been unable to sign in supposedly due to too much traffic, for an entire day. 
  
      -          And most recently, they were unable to send a passcode required for me to sign in and gave me the run around for over a week, until my daughter's 16th birthday was ruined. 
  
  When I called *** *** ***** *** ******** the agent who answered was able fix the problem in less than 5 minutes.  So apparently, if the agent I'm speaking with can't fix a problem, I should just keep calling back until eventually I get an agent who can.  Clearly these agents are poorly trained since I had to contact four of them to get one that knew how to fix this particular issue.
  
  I don't know who needs this information so Eq Bank gets a true measure of the poor quality of their services, but in truth all anyone making a list of best banks in Canada needs to do is scroll down Eq Bank's ******* page.  It's basically a list of issues people are having with their Eq Bank accounts on any given day.
  
  Thank you,
  **** ********