ComplaintsforRATESDOTCA

• Initial Complaint

  01/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I applied a ********** credit card via Ratesdotca and was promised a $200 email transfer on November 11 2022. I was approved with the credit card instantaneously, but never received the bonus. I submitted an inquiry on November 24 2022. I was contacted by ratesdotca for more details, and I sent them back right away. I followed up in January 2023 via phone and email to ratesdotca and received an update stating the bank could not locate an active account. My card information rates provided on that email clearly differed from what I submitted on the original inquiry. I went with a resubmission on this inquiry on Jan 26 2023. After that, I followed up 8 more times on status and was simply given the response similar to ” We have not heard back from ********** so we are not able to issue the bonus”. It has been well over 5 months for the issue. The timeline and progress is totally unacceptable.

  Business response

  04/05/2023

  Thank you for reaching out ******.  

  As per the terms of the promotional offer, we can only offer the cash bonus once we have confirmed application approval status with the issuer. At this time we have successfully received confirmation from the issuer of your approval and we will be sending you the $200 cash bonus incentive. Please expect an Email Transfer for the cash bonus to the email address you had used at the time of applying for this offer in the next 2 business days.  

  Sincerely, 

  **** ******

  Customer response

  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. However, it seems without filing a complaint, the business will take forever to hear back from the bank despite how much I follow up.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  10/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I applied for ********** ******** **** credit card through ratesdotca referral back in November 2022. Ratesdotca promised me $200 gift card. I have reached out Ratesdotca for the first time in december 2022 as I didn't receive the gift card. They advised me that they will reach out to **********. Ever since then I have reached out to them multiple times and they keep telling me that they are looking into it. By the end of March 2023, they have stopped responding.

  Business response

  12/04/2023

  Thank you for reaching out Mr. ******.  

  As per the terms of the promotional offer, we can only offer the cash bonus once we have confirmed application approval status with the issuer. At this moment we do not have a confirmed approval from the issuer. We have and continue to pursue this matter with the issuer. We can understand that waiting for the resolution of these inquiries may be frustrating. As a gesture of good will, we would like to offer you this one time $200 cash bonus incentive. Please expect an Email Transfer for the cash bonus to the email address you had used at the time of applying for this offer in the next 2 business days.

  Regards, 

  **** ******

  Customer response

  12/04/2023

  
  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

  22/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Rates Dot Ca (RATES) had a promotion called "FREE $200 cash on select Scotiabank credit cards". I signed up on November 01, 2022 and Scotiabank (SB) sent me an email, complete with reference number, saying "Your new Scotiabank credit card is on its way". I checked the status of my $200 offer on RATES website for several days but it kept saying "pending". I filed an inquiry on December 12, 2022. A RATES Customer Service Advisor (RCSA) got back to me on the same day stating "Please be advised that it can take up to 5 weeks to hear back". I emailed the RCSA on December 21, 2022 asking for an update as 6 weeks had passed. On December 22, 2022 the RCSA stated "I am so sorry, but we have not heard back from Scotiabank. Due to the popularioty of the promotion there have been longer delays then normal. We are hoping to hear back this week". The RCSA sent me a $25 gift card for my troubles. I emailed the RCSA on January 09 2023 asking for an update and on the same day she replied "We heard back from Scotiabank last week and they did not approve the gift card. They were not able to locate an active account". Dumbfounded by this response, I asked for a contact at SB so I can try to resolve this myself. RATES did not give me a contact so I phoned SB myself. I spent over 4 hours talking with SB employees over 2 weeks who investigated and could not find evidence that SB was contacted and denied RATES offer. I emailed the RCSA on January 25, 2023 telling her the information I received from SB. My account was active for over 2 months complete with 2 mothly statements. SB did not understand why RATES would refuse offer. Liittle did I know that the RCSA already submitted a 2nd inquiry on Janury 09, so I said I would wait another 5 weeks. On February 14, I emailed the RCSA for an update who replied the same day "we are still waiting on Scotiabank for the second inquiry". I replied that I would wait 1 more week. It is February 22, 2023 today and I am tired dealing with RATES.

  Business response

  26/04/2023

  This note is to confirm that a resolution was provided for this complaint on March 14, 2023. The $200 cash bonus was email transferred to ******* **********, and ******* deposited that email transfer on March 17, 2023. 
  
  Could you please confirm there is no further action required here. 
  
  Thanks, 
  
  Danyal A.
  
  Director, Money Products
  

  
  

• Initial Complaint

  16/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The merchant Rates.ca advertised a 200$ sign up bonus for a ********** credit card back in December 2022 and never sent it to me. I have contacted their customer service multiple times (at least 4 times) and still have not received the bonus from them. I also followed Rates.ca's internal complaint process and filed a missing cashback inquiry more than 5 weeks ago. After the long wait (5 weeks of internal inquiry and more than 2 months after application, I still have not received anything. So ridiculous! I would like the BBB to intervene.

  Business response

  17/04/2023

  Thank you for reaching out, ****. As per the terms of the promotional offer, we can only offer the cash bonus once we have confirmed application approval status with the issuer. We have gotten confirmation from the issuer of your approval status. As such, we would like to offer you the $200 cash bonus incentive. Please expect an Email Transfer for the cash bonus to the email address you had used at the time of applying for this offer in the next 2 business days.

  Customer response

  17/04/2023

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

  ****** ******* My experience with Rates.ca is very disappointing and frustrating to say the least. I applied for the credit card through Rates.ca because they promised $200 cashback applying through their website. I was approved immediately by the bank. Everything worked smoothly with my application with the bank. However, nothing is smooth working with Rates.ca.

  
  I did not receive the cashback as promised by Rates.ca even though I fulfilled my end of the bargain. i.e. applying through them and getting approved by the bank. As a result, I followed the process Rates.ca demanded, submitted a missing cashback claim, and filled out all the information Rates.ca requested. Then, I had to wait 60 days as Rates.ca requested for them to investigate. Till then, even though it is a long waiting period requested by Rates.ca comparing with many other service providers, I waited and considered this bad luck. I was promised that they would finish their investigation within 60 days. 

  However, after 60 days, I still have not received my cashback as promised from Rates.ca. I have to follow up with them and I was told by Rates.ca that they have to start a new investigation and I have to wait for another 60 days! Ridiculous. Rates.ca told me that they forgot to ask for one piece of information from me last time and that they have to start a new investigation, and I have to wait for another 60 days even though this is clearly their fault. I asked them how many 60 days I have to wait before I receive the cashback as promised? They blatantly told me they don't know. After some internet research, I found out that other people had similar experience not receiving cashback as promised from Rates.ca.

  Not going anywhere with Rates.ca, I resorted to complain via BBB. I was told by BBB agent that it usually take 10 days for business to respond. Guess what, for Rates.ca it took them nearly 60 days to make their first response regarding my complaint on BBB! * *** **** ** *** *** ***** **** ******** *** *** ******* ***** *** ********** ** **** **** ***** ********** ******** ****** ** **** * ** *** ********* *** *****

  **** ** *** *** **** *** ***** ***** ********** ** ** ********* ** **** ********** ******** *** ****** ***** ******** ** *** *** ***** * ******** ** **** *** *** *** ******** ** **** **** ****** **** **** **** * **** ********* In their response, they said now they now found my cashback and the entire thing is according to their terms and conditions. There is no apology, and no compensation other than the original $200 which I should have received.

  I request:

  1.Compensation for the time, effort and frustration I have to spend/experience

  2. An apology for this appalling experience. At least when Rates.ca started their first 60 days investigation, they should have asked the customer for all the information they needed, instead of starting another 60 days investigation because they failed to ask all the information. 
  
  

  
  Sincerely,
  
  **** **

• Initial Complaint

  12/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We applied for a ****** **** **** credit card through RATESDOTCA, card was approved by ****** **** and we have been using it. Rates.ca promised a $200 bonus for applying for the credit card via their website. Now that we have received the credit card, they have come back stating that the bonus will not provided because ****** **** has declined the promotion at their discretion. We pleaded with them to reopen this query and talk to ****** **** so that we can be provided with the bonus, but they said we cannot do anything. This provider is very ********** and after waiting for more than 2 months, they came back stating they will not provide a bonus. By filing this complaint, we have hope they can do the right thing.

  Business response

  17/04/2023

  Thank you for reaching out.  As per the terms of the promotional offer, we can only offer the cash bonus once we have confirmed application approval status with the issuer. At this moment, based on the information submitted in your dispute, the issuer is unable to locate your application and corresponding approval status. We have and continue to pursue this matter with the issuer. We can understand that waiting for the resolution of these inquiries may be frustrating. We request your support in providing us with a proof of approval; this could be the approval email you received from **********, your user ID for the ********** online banking account, or a confirmation of account activation showing your name. Providing this information will help ensure an expedient lookup of your account and a quick resolution to the matter. We thank you for your continued patience and are committed to resolving this issue for you as soon as possible.

• Initial Complaint

  22/11/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Rates.ca promised a $100 gift card for filling out a credit card application. I was approved for the card, but they did not send the gift card. I checked after the application was filed, it continually showed pending. They emailed me saying I had to When I called them they refused to give me a reason for why they didn't send the card. They claimed I didn't complete my tangerine application which is false (I did complete it and was issued the card). I did not activate the credit card, and refuse to do so until the gift card is issued. I am copying this complaint to the ********* credit department so they know why the card has not been activated and the card not used.

  Business response

  26/05/2022

  Business Response /* (1000, 5, 2021/11/24) */ Hello, We've reviewed ***** ********'s complaint related to our ********* ***** ********** promotion and noted that the complaint states the application was completed on April 10, 2021 while we had our $100 ****** Gift Card promotion in place. We did not receive any inquiries from ***** ******** until November 17, 2021. As per the Terms and Condition of the promotion (included below), we cannot validate any disputes older than 6 months from application. https://rates.ca/credit-cards/special-offers/terms That being said, we value our clients ongoing business and will be honouring the promotion if ***** ******** considers the matter concluded. The $100 ****** Gift Card will be sent via the email provided. Consumer Response /* (2000, 7, 2021/12/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) The business delivered the $100 gift card that was promised in the promotion.

• Initial Complaint

  21/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The merchant ******* advertised a 100$ ****** gift card sign up bonus for a Tangerine credit card back in March and never sent it to me. I have contacted their customer service multiple times (at least 4 times) and each time they put the responsibility on an individual who works for another company called ******** This person never contacted me and rates.ca management has also failed to contact me as promised by the last rep whom I spoke to. I would like the BBB to intervene.

  Business response

  21/06/2022

  Consumer Response /* (450, 6, 2021/09/22) */ Julia from rates.ca contacted me and apologized for the long wait and I was sent the promised gift card. Issue has been resolved.

*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. ↩