My complaint:
I worked in Canada between 1972 and 1985 when I returned to the U K. I chose to start receiving my CPP Pension when I retired in March 1997 at the age of 60. At first I retained the Government Cheques as they were sent to me but when I returned to Toronto on Holiday I opened an account to receive them, from the government of Canada, with National Trust which was later absorbed by Scotia Bank , 250 The East Mall, Etobicoke, M9B 3Y8. A Scotia bank card allowed me to withdraw my funds in the UK at any branch of Barclays.
After a number of years I stopped having statements sent to me to save paper/postage and as the only deposits and withdrawals to and from this account related to CPP.
This continued without problem until a replacement card was sent to me instructing me to go to my local branch and enter my new pin. Eventually a solution to this problem was devised and now that pin numbers are retained from card to card this is no longer a problem. When I remarried and changed my name this could also be resolved using my online account.
When I moved house I did not realise that postcode was incorrectly recorded (I no longer receive statements on paper) until I did not receive a replacement card. I went online to see if there was any problem and noticed the discrepancy in the postcode. On trying to correct it I then realised that although I live in the UK the program checks for a valid Canadian provincial code!!
I then tried to call Scotia Bank collect and failed. No one could tell me why this was happening. So I paid for the call myself I was kept hanging on the line for so log I gave up. On my second attempt I was asked various questions that some of which I apparently answered incorrectly and so was denied access to having the problem of my address solved and I now am denied access to my account online. I am told to call my local branch and get them to fix it.
I have now received a replacement card which also denies me access to my account. Today I managed to call Scotiabank collect but again because I failed to answer 2 questions correctly i.e. my agreed overdraft , I was not aware I had one, and the exact amount of my CPP deposit each month, I no longer see a statement and will admit I only look at whether or not the payment has been made. I was told nothing could be done to allow me access from the customer services department. The young man had no Manager I could speak to and again told me to contact the local branch. Since I am now 86 years old, no longer fly, have probably only spoken to the branch 3 or 4 times in 35 years I am at a loss as to what can be achieved by another transatlantic telephone call
Suggested solution:
Correct my Address properly and their software which caused the problem in the first place, allow me access to my account again.
I shall insist on a written monthly statement showing such vital details as my full address including post code, my current email address, the telephone numbers they are currently holding for me, my current agreed overdraught amount.
