ComplaintsforNational Bank of Canada

• Initial Complaint

  27/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was informed a short few days before the expiration of my national bank ********** that it would not be renewed due to my payment history, I find this beyond unacceptable and I do not accept the closure of the account. I had explained my reasoning related to the few missed payments and was told it was nothing to worry about and my account was fine however fast forwards a few months I am being told my account will be closed!! This is very deceptive on the part of national bank as I was not only not informed but I was also under the impression that everything was fine! The balance was paid in full and the balance on the account has remained very low!! If the account is closed I will take this to court and sue national bank as this is beyond unacceptable!!!! I request that my account remain open!

  Business response

  28/03/2024

  Thank you for reaching out to us. However, please be advised that our Office will not take any action regarding this matter.
  
  If the client wishes to initiate a complaint appeal process with the National Bank Client Complaint Appeal Office, we cordially extend an invitation to them to do so by contacting us either by phone at ************** or via email at ***********************
  
  Moreover, if the client has any inquiries regarding the complaint settlement procedure, they may obtain additional details by accessing ********** and scrolling down to the bottom of the page, where they will find the Complaint settlement link situated under the Useful links column.
  
  Regards,
  

  Bureau de révision des plaintes clients / Client Complaint Appeal Office
  ?**** ******** * * *** ******** ***** *******
  

  
  

• Initial Complaint

  26/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Terrible customer service, trying to speak to someone regarding my fathers loan. My father passed away and it is very hard to get in contact with someone there to speak on this matter. One gentleman said “it is our problem” and ended the phone call.

  Business response

  28/03/2024

  Hello, 
  

  Thank you for reaching out to us. However, please be advised that our Office will not take any action regarding this matter.
  If the client wishes to initiate a complaint appeal process with the National Bank Client Complaint Appeal Office, we cordially extend an invitation to them to do so by contacting us either by phone at ************** or via email at ***********************

  Moreover, in the event that the client has any inquiries regarding the complaint settlement procedure, they may obtain additional details by accessing ********** and scrolling down to the bottom of the page, where they will find the Complaint settlement link situated under the Useful links column.
  

  
  

• Initial Complaint

  14/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made of pmt $2950.00 to my financed loan on July 19th was never credited. You made an error and only posted $295.00 instead of $2950.00. Then you retracted the $295.00 and NEVER credited the $2950.00. This is ridiculous, as the error was made by NBC, my loan continues to accrue interest instead of paying down the principle. I've again transferred an accelerated payment of $2950.00 to my financed loan. This payment needs to be back dated to July 19th when I originally made it. Payment processed $2,950.00 Confirmation number : ********* ******** ******* ********* ******** **** **************** Your request may take up to 2 business days to process. From: ****** *************** Sent: 25 July 2023 10:20 To: ************************ <************************> Subject: RE : Accounts [ ****************************** *   Hello Mr. *****, I am sorry to hear about your dissatisfaction. However, after verifications to your file, I see that the extra payment of $2,950 has been successfully processed and applied to your loan No. ************. Therefore, I conclude that this matter is now resolved. Protect your personal information For your information, note that it is not recommended to disclose your personal information (address, telephone number, account or card number, etc.) by e-mail, for security reasons. When necessary, we suggest providing your account number in the following format: 00-***-00. You can visit the Peace of Mind Guarantee section of our website for more information. Feel free to contact us again if there is anything else. Have a nice day, Mastercard advantages: Get the most out of your card Your Mastercard offers you more than you think! Learn more National Bank ****** ****** ************** ******** ********** ****** 

  Customer response

  25/08/2023

  I have been in contact with NBC and this matter has been RESOLVED. Account adjustment done as per my request. No further action required at this time. Thank you

• Initial Complaint

  11/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  July 2020 I helped a friend get a car loan . The loan is in my name because his credit was and is no good. I asked him to take the loan out my name and he left me high and dry refused to pay the July payment . The car is paid twice monthly from my account when he sends the money . As soon as the payment was ta*** on July 4 I called my friend (***** ****** ) to get the payment back he never answered . I called the bank that night cause the payment was reversed . I then called national bank to do a voluntary repo and let me send them the car .They said no they would come for it it’s almost a month now they still have not come for the car. I am constantly getting the run around . They hold the account up and now I am informed they put me in collections . I am unable to work I have some medical issues quite a few . I explained all of this to them and the fact that I have a letter from *** about him owning the car I was gracious to help him by getting the car . He covers all the payments for the car etc. the government website states there are different rules for voluntary repo vs involuntary repo . National bank sold my account to collections after I agree to voluntary repo Need help please

• Initial Complaint

  20/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Someone stole my identity and opened up an account with only my name, the wrong address and no sin number. They will not let me close the account even though I have all the correct IDs confirming it is me. Absolutely outrageous. They rather help fraudsters than the victims.

• Initial Complaint

  18/07/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Dear Sir/Madam, I am writing this formal complaint to express my deep dissatisfaction and frustration regarding two significant issues with my account at Banque Nationale. The first concern relates to an unauthorized transaction of $950.58, while the second issue pertains to an unresolved fraudulent activity resulting in a loss of $3000. I have encountered numerous challenges in resolving these matters and kindly request your immediate attention to rectify the situation. 1. Unjustified Transaction: On [date], a transaction amounting to $950.58 was debited from my account without any proper justification or explanation. I received a notification regarding this transaction, which alarmed me as I did not authorize it. Upon contacting your customer service helpline, I was informed that I needed to visit one of your branch locations to sign some documents in order to proceed with the investigation. However, I would like to highlight that I am in no way responsible for this transaction, and the burden of proof lies with Banque Nationale to provide evidence of its legitimacy. It is unreasonable to expect me to visit a branch location and take time out of my schedule to rectify a mistake that I did not make. I request that you thoroughly investigate this matter and provide a swift resolution, along with the refund of the unauthorized amount to my account. 2. Unresolved Fraudulent Activity: Furthermore, I am deeply concerned about the unresolved fraudulent activity that occurred last week, resulting in a loss of $3000 from my account. I reported the fraudulent transactions immediately after noticing them and promptly lodged a complaint with Banque Nationale. However, to date, no progress has been made in recovering the lost funds or determining the source of the breach. As a loyal and long-standing customer of Banque Nationale, I expect prompt action and a thorough investigation into this matter. The delay in resolving the fraudulent activity has caused significant financial and emotional distress, and I urge you to take immediate steps to rectify this situation. I demand that the lost funds be reimbursed promptly, and that comprehensive measures be implemented to prevent such incidents from recurring in the future. In both cases, I find it unacceptable that I have been burdened with the responsibility of resolving issues that are clearly the fault of Banque Nationale. As a customer, I rely on the bank to protect my interests and ensure the security of my funds. However, the lack of timely and effective action has severely undermined my trust in your institution. I kindly request that you address these matters urgently and provide me with a detailed written response within [reasonable timeframe, e.g., 10 business days]. If the issues are not resolved satisfactorily, I may be forced to seek legal recourse and report the matter to the appropriate regulatory authorities. I trust that you understand the gravity of the situation and the impact it has had on my financial well-being. I hope for a swift resolution and a reinstatement of the trust I once had in Banque Nationale. I look forward to your immediate attention and a satisfactory resolution to these matters.

• Initial Complaint

  27/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Purchased Truck, loan threw this company, switched jobs asked for one payment to be stopped. Missed that payment, have made every payment since. They just took double payment from my account without my consent. They are saying I Missed every payment since then yet getting payment every two weeks. Have called asked to speak with manager and they just say they have no manager. I going to be forced to close my bank account because of this issue.

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We had a loan through National Bank. Our Notary was sending in a chq to pay it off. The balance was.provided to our Notary and they sent in full payment of $25064.89. Meanwhile, the National Bank deducted a payment from my bank acct before they recd the chq. I have been trying to get this credit back since it was taken on Dec 20. They claim that payment was taken into account and that the payment that was applied was 24887.33. BUT i have a letter from the Notary confirming they sent in payment for 25064.89. I'm.owed $239.23. They claim I'm not getting a refund.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I was accused by NBC of not making my ********** payment which was due on Oct. 24. *** has confirmed that my electronic payment of $250 was made on Oct. 20 to my NBC ********** ending with 2416. Obviously, my payment was made on time. The *** confirmation number for this transfer is *****. An investigation, was also launched by ***, ****** ********, on Dec. 13 which confirmed that the transfer was made. Wish I had an explanation as to what happened to this electronic payment between *** snd NBC. Following this investigation, *** recredited the $250 back to my account. I have contacted NBC multiple times on this issue, 2 phone calls and 4-5 emails. On my last call with **** in their Collection department, I was told that even if I had written proof that the payment was made, it didn’t matter to NBC since according to them, they never received the payment. So am considered guilty even if I have written proof to the contrary. Consequently, as of November the interest rate on my account is increased for another year which I find totally unjust. Am also concerned as to the impact it might have on my credit rating.

• Initial Complaint

  21/11/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  A few years ago, I began acting as a legal power of attorney for my mother who was institutionalized for Alzheimer's. My mother has 2 financial institutions. I decided to transfer all her funds with the National Bank. I dealt with an investment representative named ******** ***** of Ottawa. I repeatedly informed her that I wished to transfer the money in a Guaranteed investment Certificate that would protect her capital funds. I did not want, under any circumstances, to gamble the capital. I MADE THIS CLEAR NUMEROUS TIMES ON THE PHONE. (Covid 19). When asked, I was open to mutual funds to seek the best investment as long as the initial investment was protected. ******** suggested a secure GIC. I agreed as long as my terms were met. ******** sent me the forms on line and I "docu-signed" them online. Although I received monthly statements from the bank. I did not look at them as I knew her principal funds were secure ( I thought). Last month, my mother passed away. I advised the bank and also complained when I fund out that the GIC's I had purchased s=did not protect my mother's principal amount, In fact, she lost approximately 15 percent of her funds. This was her life savings. I attended the bank in person twice to have the funds removed from the mutual fund account and they refused, Despite the fact that I had 100 percent control over my mother's financial portfolio in the last few years, they refused to cash out the mutual funds, even if I left the money at the bank unitl such time as a Probate is done. In this case, I clear instructions were ignored by the financial representative and the bank refuses to correct it.

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