success taking bank concerns to the Ombudsman

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Let me say that again and allow it to sink in

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We ALL have the opportunity to be and do better than we did yesterday.

WE ALL have the opportunity to learn more today than we did yesterday
WE ALL have the opportunity to GROW more today than we did yesterday
WE ALL have the opportunity to become MORE than THEY thought we could become!

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I filed a complaint with Scotiabank and worked my way up the complaint handling chain (Manager -> Office of the President -> Customer complaints office of appeals). The final conclusion was that they couldn’t fully explain how the problem occurred (I couldn’t access or accrue Scene+ points on my credit card for 7 months and was having difficulty redeeming them), and they paid me with $120. I decided to escalate to the Ombudsman (ADRBO) because I thought $120 was insignificant given how many hours I spent on the phone with them, how long it took to resolve, and the fact that this is the annual fee for my card…a fee I paid for a card that didn’t allow me to access or accumulate my points.

Let’s go back to yesterday. Over the weekend, I escalated to the ADRBO, and they acknowledged receipt of my complaint Tuesday morning. They will now commence their probe. Last night, Scotiabank’s customer complaints appeals office contacted me and offered me an additional $200 to settle this. And they confirmed that if I accept (I have till Monday), I will waive ADRBO’s ability to investigate my complaint.

My issue is whether I should take the $200 or enable ADRBO to investigate. I’m hoping someone has had ADRBO escalation experience they can share.

Thanks!

CANDID ADVICE 

I’ve never filed a complaint with the ombudsman, but I can relate to the bank “dropping the ball.”

If the ADRBO conducts the probe, it will cost the bank far more than $200. My question is, what do you intend to gain from it? More remuneration? Apology? Of course, there’s always the possibility that the probe will turn up nothing.

There is no right or incorrect answer here. Personally, given your experience with the bank, I would view ADRBO’s probe as a learning opportunity for the bank. Who knows, maybe they’ll discover that other Scene points users have had the same problem.

Good questions to help me think about it further. I really want a) the Scene+ technical difficulties to be resolved for me and other Scotia customers (they noticed that it’s a major issue) and b) more recompense for all of the work I’ve spent on this. I would have been satisfied with their new offer if it had arrived at the beginning, but because it arrived AFTER I had engaged the ADRBO, I’m more motivated to see it through in the hopes of further compensation, a remedy for all consumers, or both.

I don’t have an answer, but I thank you for raising the topic. It is extremely beneficial to those of us who do not know any better or do not have the time to press Scotiabank for a true resolution.

This isn’t something I gave much attention to. I thought my case was unique, but because the error is affecting many Scotia customers, to my understanding, it makes me want to see what comes out of it for others hurt by their shoddy integration.

The obundsman eventually helped me in my case in Scotland, although they were also as stupid as a sack of hammers. There was also a scene issue with not receiving the bonus points. Even though I talked them through the sign-up deal, all triggering purchases, and there was no incentive on file on the first call, it still took 3 months and a lot of back and forth. We had to walk through the process several times because they appeared illiterate.

Thank you for doing this. It’s something to think about for me because I believe my case is a little more challenging based on the data you provided.

Yes! They shifted Mastercard into high gear. After two months of my demand and only two days after I submitted a complaint with the ombudsperson, they suddenly had time to look into a fraud charge on my card. I made use of OBSI.

OBSI is a non-profit organisation. ADRBO is a for-profit venture. Do everything you can to make your life easier.

ADRBO will be used by more banks over time, but it is less effective than OBSI.

Android 13 Beta 1 banking apps

I’m thinking about switching from the June preview build to A13 Beta 1, but I wanted to hear about anyone’s experiences with their banking apps, GPay, and the like, as I rely on my phone for both of these things.

Thank you for your consideration:)

I did what you’re thinking about three hours ago, and my Chase, Citi, and Golden 1 Credit Union applications are all working as they should. I’ll try GPay at the grocery store later. success taking bank concerns to the Ombudsman

Fantastic, I absolutely appreciate you responding so quickly!
Which Pixel do you have? I have a 6 Pro and am intrigued to join the beta programme in general.

My Wells Fargo, Fidelity, and Gpay applications all function properly. Yesterday, I used Gpay at Whole Foods and the booze store.

I use a number of UK banking apps. All of which are operational. In reality, only one of my 80 or so apps isn’t working.

UK financial apps that I find useful: Sterling, Chase, First Direct, Lloyds, Nationwide, RBS, American Express, and Virgin Money are all examples of financial institutions.

Everything is operational. Pixel 5 has no issues with applications or Google Pay.

The nightlight does not appear to switch on automatically.

Despite being turned off, haptics are now present on the lock screen.

The tap to wake on screen function does not appear to operate. Because the screen remained dark, I had to restart the computer.

Those are the primary difficulties I’ve encountered since loading 24 hours ago.

I’m in Germany and use Sparda-Bank, which works perfectly. I’m also using GPay and paying with my smartphone, both of which work perfectly on A13.

I’m actually from the UK, so as far as I know it shouldn’t make much of a difference. I know I can’t be certain, but if banking apps function for a large number of people, it gives me greater confidence.

I’ve been on it for a little over 24 hours and haven’t noticed any concerns – aside from not being able to access my power data by long-pressing the Battery Saver tile, everything is functioning normally.

Hi

It is a Beta build and should not be used as your daily driver.

Tweaks will occur, and there is no guarantee that what works one day will work the next.

Make sure you have a backup device or a payment method.

Best wishes success taking bank concerns to the Ombudsman

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