OUR CASE SUMMARIES

FILEFinancial InstitutionNature of ComplaintCompensation/Other RecommendationsReasons
OMB-16603-0222TD Bank GroupComplainant alleged Interac transfers were made that they did not authorize.NoneComplainant alleged that he could not have made the transfers in question because he always used biometrics to access his iPhone and he never used auto-deposit. It was noted that even with biometrics enabled on an iPhone, anyone with the PIN could still access the device. In addition, auto-deposit was a feature activated by the recipient of an Interac transfer, not the sender. All other internet addresses and device codes were consistent with the Complainant’s own use.
OMB-17461-0422Royal Bank of CanadaComplainant alleged that bank improperly cancelled life insurance on loan to Complainant and another person.NoneLife insurance was cancelled by bank because loan payments were in arrears and bank was not provided current contact information for Complainant. The bank was not obligated to continue to try pre-authorized debits to collect arrears.
OMB-16865-0322Royal Bank of CanadaComplainant sought reimbursement for funds paid out in a job scam.NoneThe transactions did not follow a common fraud pattern. The bank asked questions about the payouts due to their unusual size, but incorrect information from the Complainant limited its ability to detect possible fraud. The Complainant continued with the transactions after becoming suspicious himself.
OMB-15899-1221TD Bank GroupWire transfer disputeNoneThe Complainants’ allegation that the Bank sent the wrong amount of money and was “careless” in processing the transfer, was found not credible. After considering all of the evidence ADRBO concluded the Complainant instructed the wire payment as carried out by the Bank. If the Complainant failed to receive the goods he ordered his complaint is with the vendor not the Bank. The Bank is not liable to him in any way for his alleged loss.
OMB-16175-0122TD Bank GroupCustomer defrauded by scam; alleged bank negligent in failing to help prevent transaction.NoneCustomer signed wire agreement to send money. Differing recollections of conversations at branch. Representative adamant customer didn’t mention what he said he did. Information provided by customer didn’t seem clearly actionable; difficult to interpret his responses as basis to intervene. Evidence fell short of establishing bank did anything wrong.
OMB-16414-0122Royal Bank of CanadaCustomers want a partial reimbursement of the prepayment penalty for their mortgage.NoneThere was no evidence that the bank led the complainants to believe that a prepayment privilege would be applied to their mortgage. This action was the responsibility of the customers.
OMB-17649-0422Bank of Nova ScotiaComplainant feels that Bank, not Complainant, should pay for home rebuild appraisal.Bank, not Complainant, should pay for home rebuild appraisal.Complainant claimed agreements relied on by bank did not require customer to pay
for an appraisal for a home rebuild following a fire. ADRBO agreed those agreements
did not apply but other agreements did apply. Bank delayed rebuild so should pay for
the appraisal.

FILEFinancial InstitutionNature of ComplaintCompensation/Other RecommendationsReasons
OMB-15886-1221TD Bank GroupCustomer is being held liable for a $20,000 HELOC he says he never received.NoneThe evidence that was reviewed shows that the complainant both signed for and made use of the $20,000 HELOC in question. As a result, the bank was justified in holding the complainant responsible for the repayment of the loan.
OMB-16188-0122Bank of Nova ScotiaComplainant alleges that the bank promised there would be no prepayment fee on their mortgage.$3,000.00The information available indicates that the bank did promise to deduct $3000 from the prepayment fee but likely did not promise to remove the entire prepayment fee.
OMB-16252-0122Royal Bank of CanadaCustomers transported a mortgage from one property to another. In performing the transport, they complain they lost a line of credit and had to pay repayment indemnities.NoneOn a complete analysis of the financial transactions, no repayment indemnities were paid by the customers. Because of a reduction of the value of the new property, it was reasonable for the Bank to reduce the size of the line of credit. There was a minor discrepancy relating to information contained in a Notary’s report that the clients should follow up with the Notary about.
OMB-16446-0222TD Bank GroupComplainant claimed bank was negligent when it processed a wire transfer.NoneComplainant acknowledged that the bank would not be responsible for any loss that resulted from inaccurate or insufficient information provided by the customer to the bank and accepted this risk of loss. The bank’s relationship with the Complainant was contractual and a duty of care did not exist to give rise to a negligence claim when the bank processed the wire transfer. The bank made reasonable efforts to recall and return the wire transferred funds from the recipient bank.
OMB-16778-0222Bank of Nova ScotiaCustomer asked bank to allow proceeds of fire insurance to be paid to customer without paying down bank’s mortgage.NoneThe customer is engaged in litigation relating to a construction privilege that the contractor who did the fire remediation work placed on their property. Until the litigation is resolved, the bank’s legal position on its mortgage could be imperilled if it allowed payments only to the customer.
OMB-16948-0322TD Bank GroupComplainant claimed bank allowed unauthorized person to take actions on its accounts.NoneComplainant did not suffer a financial loss as result of (i) the supposed unauthorized application and withdrawal of the CEBA loan proceeds that were provided to the corporation as the funds were returned to the corporation six months after the withdrawal by the alleged unauthorized person; and (ii) the supposed unauthorized submission of credit applications by the unauthorized person that increased the corporation’s bank account overdraft limit as the increased amount of the overdraft funds was never accessed.
OMB-17204-0422TD Bank GroupComplainant says mother’s estate was mishandled by the Bank.$4300 in total – $1300 for conversion fees and $3000 for non-financial lossComplainant’s mother died before assets could be transferred. Client wanted probate fees refunded – denied. Refund of $1300 for funds erroneously converted from U.S. Client also wanted $6000 in compensation for stress. Awarded $3000 as estates employee did not have access to bank systems and failed to return calls.
OMB-17298-0422TD Bank GroupMortgage prepayment penalty complaintNoneComplainant had already had a ported mortgage and then had to break mortgage again. Was aware of contract terms when mortgage was signed.
OMB-17404-0422Royal Bank of CanadaThe Complainant felt that two GIC’s had gone missing from her portfolioNoneAfter conducting interviews with all parties, ADRBO is of the opinion that the bank correctly accounted for the two GIC’s in question and that these funds were deposited into the Complainant’s personal account in accordance with the maturity instructions.
OMB-17452-0422Royal Bank of CanadaComplainants alleged they were misinformed when renewing into a fixed mortgage.NoneWas unable to evidence that the complainants were provided with inaccurate or misleading information.
OMB-17572-0422Bank of Nova ScotiaClaim for reimbursement of unauthorized payments from BNS accountNoneComplainant did not safeguard debit card information as required by the cardholder agreement and did not report the issue within 60 days as required by the cardholder agreement.
OMB-17688-0522TD Bank GroupCustomer is seeking compensation after his credit card was closed in error.$2,000.00Although I found that the customer’s credit card was cancelled in error, and that this error clearly had negative repercussions for the customer, I was unable to evidence that the bank should be held liable for all of the costs presented by the customer.
OMB-17778-0522Royal Bank of CanadaReimbursement for wire transfers in a car purchase scamNoneRBC had no reason to flag the wire transfers as raising a suspicion of fraud.
OMB-17896-0522Bank of Nova ScotiaComplainant was charged a higher interest rate than offered.$500 plus differential in Interest rateComplainant was offered an interest rate of 1.95% for the transfer of credit card balances from another bank. Complainant transferred money out of the bank but was still approved for the lower interest rate. The Complainant was then incorrectly charged the higher interest rate for a period of two months. The bank rectified and paid the interest rate differential and offered the Complainant $500 to resolve the case.
OMB-17904-0522Royal Bank of CanadaClaim for reimbursement of etransfers to a fraudsterNoneThe Complainant sent a series of etransfers to a fraudster. The Complainant did not consult the bank before sending the etransfers and the bank’s system did not generate any alerts.
OMB-18465-0622TD Bank GroupReimbursement for an etransfer that did not reach the intended recipientNone. TD offered a $500 goodwill gestureBoth the Complainant and TD sent the etransfer to the correct email address. The etransfer did not reach the intended recipient because someone changed the account information of the intended recipient.

FILEFinancial InstitutionNature of ComplaintCompensation/Other RecommendationsReasons
OMB-15178-1021TD Bank GroupTransaction authorization disputeNoneComplainant sought reimbursement for transfers he alleged were unauthorized, including transfers he conducted in person at the branch. For every transaction charged to the Complainant’s account the Bank provided reliable evidence the Complainant either conducted the transactions personally or otherwise authorized the transactions. The ATM transactions were conducted using card and PIN and internet addresses and device codes for online transactions were consistent with the Complainant’s own use.
OMB-16122-1221TD Bank GroupComplainant alleged that the bank did not exercise the required duty of care in processing numerous commercial wire transfers from the Complainant’s account to a fraudulent recipient in 2017. Complainant alleged that the bank caused the Complainant’s 4-year delay in filing and escalating their complaint, which the bank claimed had hampered its ability to fully investigate the case, by failing to provide adequate information on the complaint process at the time they brought the matter to the bank’s attention.NoneThe bank exercised the required duty of care for wire transfers of a commercial nature in 2017, in accordance with the acknowledged terms and conditions for the transfers, and within the scope of the bank’s undertaking for effecting these transactions. The bank is not responsible for the complainant’s 4-year delay in launching the complaint, as the Complainants had means available to them to determine the complaint process at an early time. 
OMB-16334-0122TD Bank GroupComplainant alleged that TD improperly transferred money to another TD account.TD should pay Complainant’s legal fees to obtain repayment of the money transferred.Complainant as part of a property purchase transferred money to another account at TD he thought belonged to a lawyer. He asked the bank to check to make sure. The money did not go to a lawyer and the transfer was based on fraudulent instructions. The Crown obtained a court order to freeze the balance in the account as part of criminal charges against the impersonator. If Complainant needs to obtain a court order to repay the money to him, the bank should pay his reasonable legal fees to obtain a court order.
OMB-16878-0322Bank of Nova ScotiaComplainant unable to access instalment payments feature for credit card.$14.27Sequence of events developed from clear error by BNS telephone staff. Complainant was advised BNS would work to make feature available for him, when this could not have been done. Compensation awarded as difference between line of credit customer obtained versus what instalment interest would have been.
OMB-17094-0322Bank of Nova ScotiaComplainant believes her CEBA application was denied due to a bank error.NoneADRBO found that there was unnecessary confusion caused in this matter by the conflicting information being provided to the Complainant. However, ADRBO also confirmed that the bank did not fail to submit the Complainant’s application, nor did the bank’s involvement negatively affect the outcome of the application.
OMB-17131-0322TD Bank GroupComplainant asked bank to stop a wire transfer.NoneThe Bank makes it clear that a wire transfer cannot be cancelled or reversed after it is made. Even though the Complainant asked the Bank to cancel the wire transfer on the same day that it was made, the transfer had already been completed. 
OMB-17163-0322TD Bank GroupComplainant disputed two ATM transactions, alleged he had never used an ATM.NonePhoto evidence showed the Complainant on the dates in question, and Complainant acknowledged photos were of him. Diverse photo evidence established that Complainant’s location was indeed directly in front of ATMs. Other material aspects of Complainant’s arguments disproven by bank.
OMB-17860-0522The Royal Bank of CanadaApproved credit card never received$750.00Complainant applied and was approved for a credit card. Complainant was required to post a GIC as security. Branch error caused the Bank to fail to issue the card. Despite its error, the Bank insisted on conducting a new credit bureau inquiry before issuing the card. Complainant would not consent to another credit bureau inquiry and asked for all accounts to be closed. Bank held the Complainant’s security for a full year without issuing the credit card or closing the accounts as requested.
OMB-17879-0522Royal Bank of CanadaComplainant was defrauded. Complainant alleged that bank was liable for the wire transfers she authorized.NoneThe Complainant fell victim to a romance / investment scam in which she was led to believe she was making legitimate investments, when in fact a cunning con-artist was stealing her money. The Bank had no reason to suspect fraud with respect to any of the Complainant’s transactions. The Bank’s duty did not extend to investigating the specifics or bona fides of the underlying transactions giving rise to any of the transfers the Complainant instructed the Bank to process.
OMB-17916-0522TD Bank GroupThe Complainant argues that he was the victim of a crypto currency scam and believes that the bank should have known the transactions were related to a scam and that he should be reimbursed for the loss.NoneBank procedures were followed, all transactions were completed by Complainant and all wire transfer agreements were signed by Complainant. There is no evidence that the bank made any errors or that the bank should have done more to protect the Complainant.
OMB-17968-0522TD Bank GroupA fraudulent cheque was drawn on the complainant’s business accountNoneThe fraudulent cheque was negotiated on June 1, 2021. Contrary to the Business Banking and Services Agreement , the complainant failed to carefully review the transactions on his account statement, failed to have a system to detect losses due to fraud or forgery and failed to notify the Bank within 30 days.
OMB-18222-0622TD Bank GroupComplainant wanted written confirmation regarding the terms of her GIC and RIFBank agreed to allow the customer to amend the automatic renewal of her GICIn ADRBO’s discussions with the bank, the bank both confirmed the terms of the Complainant’s current GIC and RIF payments, in addition, the bank agreed to arrange an appointment for the Complainant, should she want to amend the terms.
OMB-18310-0622Bank of Nova ScotiaUse of Complainant’s email address for etransfers by a third partyNoneThe Complainant did not suffer financial loss, but sought information on how this situation arose and could be prevented in future. The bank provided all available information, which was included in the ADRBO investigation report.
OMB-18365-0622TD Bank GroupMisrepresentationNoneComplainant looked to renew home equity line of credit, had multiple discussions with phone representatives regarding options and rates. Complainant believed she had agreement with TD, which ultimately was not effected. Bank acknowledged that Complainant had been misinformed, and offered same discount rate for a variable renewal, open for five days. Complainant declined. Investigation established that phone representatives made several material errors, but the bank’s suggested remedy was appropriate.
OMB-18395-0622TD Bank GroupClaim is for amounts owing after a mortgage refinancing.$738.90Complainant in 2018 applied for a new mortgage loan at TD to pay out an existing mortgage loan at another bank which was due for renewal. Complainant raised questions from time to time about the accounting entries, received incorrect or incomplete responses, and continued to allege there were amounts owing to him. The accounting entries were clarified with the recommendation the bank pay Complainant $738.90 representing the prepayment penalty amount to discharge the existing mortgage.
OMB-18484-0622Bank of Nova ScotiaComplainant requested the refund of fraudulent cheque deposits.NoneComplainant provided her banking information to somebody else, contrary to banking terms and conditions. Evidence discredited Complainant’s assertions that she had no knowledge of what was happening.

FILEFinancial InstitutionNature of ComplaintCompensation/Other RecommendationsReasons
OMB-15157-0921Bank of Nova ScotiaComplainant alleges being a scam victim and seeks compensationNoneThe Bank followed its policies and procedures with respect to the wire transfer. The totality of the evidence did not indicate that any error was made by the Bank in relation to the wire transfer or the matter in general.
OMB-16268-0122TD Bank GroupOnline dating scam and Complainant seeking reimbursement of transactions.None except TD to cooperate with any ongoing police investigation.Complainant entangled in a cryptocurrency/romance scam and the evidence does not point to a financial loss being incurred on the Complainant’s behalf as a result of any Bank error.
OMB-16866-0322Royal Bank of CanadaComplainant alleges being an online fraud victim.NoneThe Complainant thought that she had accepted a job from a legitimate company. There was an unauthorized transaction and her account was overdrawn. The evidence did not point to a financial loss being incurred on the Complainant’s behalf as a result of the Bank’s actions or inaction.
OMB-17062-0322TD Bank GroupComplainant requests reimbursement for unauthorized transactions.NoneThe Complainant did not report the issue within the required 30 day timeframe.
OMB-17110-0322TD Bank GroupComplainant requests reimbursement of an early Mortgage discharge penalty.NoneThe Investigation did not support the Complainant’s position. She was advised there would be no penalty if she renewed the mortgage early. She did not. She moved the mortgage to a competitor bank.
OMB-17411-0422Bank of Nova ScotiaComplainant requests that the bank trace and recover a wire that apparently did not arrive with its recipient.NoneFollowing international banking practice, Scotiabank contacted the intermediary bank through which the funds were sent. The intermediary advised that the wire was deposited into the correct account and the account owner did not agree to return the funds. Scotiabank was required to rely on this information.
OMB-17850-0522Royal Bank of CanadaComplainant alleged that bank did not properly inform of mortgage prepayment penalty amount.NoneNo written communications from bank indicating Complainants advised of amount of prepayment penalty prior to payout statement. Complainants could have asked for specific calculation. In absence of written evidence to support promise of lower amount, mortgage documents govern and clearly indicate how prepayment penalty is calculated.
OMB-18052-0522TD Bank GroupCustomer states that items in her safety deposit box were lost by the bank.$5,000.00Although the Complainant was unable to provide any proof of the jewellery items she alleged were held in her safety deposit box, ADRBO was unable to review any information from the bank that might evidence what happened to the Complainant’s box or its contents.
OMB-18076-0522TD Bank GroupComplainant requests reimbursement for TD deposits in a debit relief scam.NoneThe timing of deposits and withdrawals would not reasonably raise a red flag to cause TD employees to ask probing questions. Although the Complainant’s funds were deposited into TD accounts, the deposits did not meet TD’s criteria for returning the funds to the Complainant.
OMB-18100-0522Royal Bank of CanadaCustomer believes that the bank obtained loans against her property.NoneADRBO found no evidence of any mortgages or secured charges held by the bank against the customer’s home. ADRBO also reviewed and confirmed the validity of the investigation carried out by the bank’s Corporate Security Department, which found no evidence of wrongdoing.
OMB-18487-0622Royal Bank of CanadaBank employee disclosed details of Complainants’ mortgage with bank.NoneNo financial loss was proven. Suggested to Complainants they pursue legal advice or refer their complaint to Privacy Commissioner of Canada.
OMB-18533-0722TD Bank GroupReimbursement for unauthorized credit card charges in an investment scamNoneThe Complainant was required to report account statement issues within 60 days, but did not report the issue until several months after this deadline.
OMB-18534-0722Bank of Nova ScotiaCustomers incurred fees on their renewal, as a result of being misinformed.Maintain goodwill gesture of $555ADRBO could not find any specific instances of the bank providing inaccurate information. Furthermore, it was clear that the Complainants agreed to conditions that they could not satisfy by their desired closing date, as a result of restrictions in place with a third party that the bank would have not have been aware of. Therefore, it was the Complainants’ responsibility to be aware of the fact they were entering an agreement they could not fulfil.
OMB-18560-0722TD Bank GroupCustomer obtained a higher interest rate due to misinformation and delays.Re-extended goodwill gesture of $1000ADRBO confirmed that the Complainant had been initially provided with inaccurate information regarding his term eligibility. However, this information did not result in a loss, given that the Complainant did not act on this information. ADRBO noted that although there were possible delays in responding to the Complainant in a timely manner, the bank remedied this by presenting the Complainant with the interest rate available on the date he was looking to renew. However, the Complainant declined this offer.
OMB-18700-0722TD Bank GroupReimbursement of funds paid out in a “security” scamNoneComplainant did not give TD correct information that would have enabled TD to alert about the possibility of a scam, correctly entered a one-time password from TD to confirm legitimacy of transactions from the fraudster’s device, and likely shared their card number and online password with the fraudster.
OMB-18823-0722Bank of Nova ScotiaReimbursement for fraudster cheques that were not goodNoneComplainant chose to spend the funds allegedly covered by the cheques within a few days, even though the Complainant had significant reason to be suspicious that the cheques would not be good.

FILEFinancial InstitutionNature of ComplaintCompensation/Other RecommendationsReasons
OMB-15889-1221National Bank of CanadaThe Bank was asked to remove an employee from the Complainant’s file.NoneInvestigation including interviews of Complainant and bank personnel involved. It was determined that a field in the Bank’s information system had not been changed to reflect a new contact person for the file. Because the employee noted was on leave, the information in the system had no practical impact. The employee did not deal with the Complainant’s file after the Complainant’s request. A part of the complaint was determined to be outside of mandate.
OMB-16074-1221National Bank of CanadaComplainant stated that bank did not freeze joint line of credit properly and improperly allowed large drawdown.(1) Legal fees: reimburse $2,317.59; pay up to 8 hours for settlement documents review (2) Provide assistance if Co-borrower claims contribution (3) Pay $1,500.00 for inconvenience and workload impact.Bank erred in not freezing joint line of credit as instructed by Complainant. Co-borrower drew down an additional large amount. Bank agrees Complainant is not responsible to repay any of the additional amount. Complainant required legal assistance to resolve matter.
OMB-16351-0122TD Bank GroupComplaint regarding termination of trading privileges by trustee of a self-directed RRIF.None. Recommendation that the trustee make reasonable efforts to transfer the RRIF to another qualified institution.As a result of a policy change, the trustee was no longer prepared to implement trading decisions in a self-directed RRIF as the account holder was non-resident. The Declaration of Trust required the trustee to implement those investment decisions.
OMB-16404-0122Bank of Nova ScotiaComplaint regarding insurance coverage, credit bureau report, and line of credit.NoneThe type of insurance did not provide coverage in the circumstance. The Bank provided a report to the credit bureau within 30 days of the mortgage being paid out. There is a contractual obligation between the Complainants and the Bank regarding the line of credit, and the amount remains outstanding.
OMB-16454-0222National Bank of CanadaComplainant requests repayment of a bonus provided on the renewal of a mortgage.Bank recommended to repay the amount charged of $4,938.55.Bank provided the Complainant with a bonus on the renewal of his mortgage. The information in the written document was contradicted by additional information provided to the Complainant. In addition, on inquiry about any repayments required upon repaying his mortgage, information about repayment of the bonus was missing. Based on the facts, recommendation was made for the Bank to repay the amount.
OMB-16687-0372TD Bank GroupComplaint about poor advice by bank about contibution limit to a TFSA.$1,822.35Sufficient evidence was provided to conclude that the bank should bear some accountability for the loss suffered by the Complainant, even though the TFSA agreement provides the customer is solely responsible for determining their contibution limit. Assessed that bank was accountable for 25% of the loss suffered by Complainant.
OMB-16965-0322TD Bank GroupCredit Card fees and minimum interest paymentsBank should correct information previously provided to credit reporting agencies; provide a written apology and work with Complainant to repay a determined credit card amount limited to $750 per month.After an extensive review of the accomodations previously made by the Bank to the Complainant and a review of their communications, it was determined that the recommendations were appropriate. Part of the complaint relating to changes made by the provincial government to the minimum payments terms was rejected.
OMB-17290-0422Bank of Nova ScotiaComplainant states that he incurred fees on his accounts in error.$150 in recognition of overdraft protection fees the bank charged in error.The Complainant stated that upon signing up for ScotiaConnect, the bank began charging him fees in error. In order to compensate himself for these fees the Complainant withdrew $1000 from his Line of Credit, without notifying the bank. ADRBO found that although the bank should reimburse him for the overdraft protection fees, which ADRBO confirmed should not have been charged, the bank was not responsible for any interest charges, etc incurred on the Line of Credit.
OMB-17744-0522TD Bank GroupComplainant sought restoration of credit card loyalty points.$3,235.05 (322,543 reward points)Bank erred in interpretation of MBNA MasterCard agreement; terms were unclear and difficult to understand.
OMB-17880-0522National Bank of CanadaClaim for reimbursement of unauthorized Mastercard transactionsNoneThe Complainant did not report the issue with the transactions to Mastercard within the required 60-day timeframe.
OMB-17944-0522Bank of Nova ScotiaComplainant asked to be removed as party to automobile financing agreement.NoneEvidence satisfactory that Complainant provided her government-issued ID to dealership and they corroborated it. BNS followed its procedures and verified the information they were obligated to check. Complainant’s signatures on four different documents at four different times all appeared strikingly similar. Co-signor provided bank information about Complainant.
OMB-18018-0522TD Bank GroupIncrease in mortgage payments due to realty tax payments.NoneIt was determined that the Complainant had had notice of the realty tax payment increase in a timely manner and before the mortgage was renewed. The renewal agreement correctly stated the amount that would be paid for a specific month without the Complainant realizing that the payment would increase as a result of the previously received notice of realty tax increase in the month after the renewal.
OMB-18405-0622Royal Bank of CanadaComplainants claimed bank improperly debited account after materially altered cheque returned to bankNoneThe bank was permitted to adjust and debit the account for the amount of the cheque at the time that it did, which was upon being notified by the Government of Canada that the cheque was returned due to a material alteration and was within the timing provided by the Payments Canada Rules and the Bank’s PDA. The bank was permitted to pursue the collection of the debt owed notwithstanding the returned cheque having placed the account into overdraft.
OMB-18516-0622TD Bank GroupAlleged fraudNoneComplainant provided banking information and downloaded remote access software at request of third party. Banking limits, including the maximum for email money transfers, were increased. Complainant then noticed $8000.00 missing. Money had been sent from her account via an email money transfer.   Complainant concluded she was a victim of fraud and even though she acknowledges her role in facilitating the claimed scam, she believes the bank should have protected her. Information confirms all necessary alerts were sent, the transfer was made from the Complainant’s mobile device and not from the computer to which the remote access software was uploaded, and all processes were followed by the bank. The investigation did not identify any error on the part of the bank and therefore, no action is recommended.
OMB-18640-0722National Bank of CanadaAlleged incorrect information from the bank about investment terms.NoneThe information available indicated that the bank probably gave the Complainant correct information about the terms of the investment.
OMB-18671-0722TD Bank GroupComplainant wanted Credit Bureau amendment for delinquent car loan payment that was written off.NoneThe material events occurred almost 3 years ago. The complainant wants the Bank to amend its report to a credit reporting agency to reverse the negative impact on his credit rating that resulted from the write off of a delinquent payment on a car loan. The complainant thought he had paid off his car loan in full, but the Branch which advised him of the amount due, was not aware that a bi-weekly payment a week prior had been returned NSF. While there was miscommunication, for which the Bank has apologized, the complainant was given a fair opportunity to pay the outstanding amount, without interest, once the issue became apparent. He agreed to make that payment but failed to do so by the agreed date. The outstanding amount was only reported as a bad debt some months later. The complainant ultimately paid the outstanding amount, without interest and the loan has been paid in full. The Bank acted in accordance with its operating policies and procedures.
OMB-18707-0722TD Bank GroupFraudulent transactions on accountNoneFraudulent activity on account over nearly a year from an online retailer. The Complainant was responsible for reviewing his banking records on an ongoing basis, and failure to notify bank of any disputed charges within 30 days meant records were deemed to have been reviewed and valid. None of the disputed transactions were conducted with any direct interaction with TD.
OMB-18711-0722Royal Bank of CanadaMortgage prepayment penalty amountNoneComplainants thought they were porting an existing fixed rate mortgage but the documents they signed were for a new variable rate mortgage. The prepayment penalty amount was based on payout of the existing mortgage. There is no evidence Complainants were misled. They agreed to the new mortgage terms.
OMB-18831-0722TD Bank GroupComplainant alleged that bank did not properly disclose it was paying certain condominium fees arrears.$1,500.00Complainant, one of two co-borrowers, should have had specific notice from the bank that there were condominium fees arrears and associated legal fees being paid by the bank included in Complainant’s mortgage payments. Payments by the bank continued for several years before Complainant made further and better inquiries about the higher than usual mortgage payments. Complainant should have insisted on an explanation earlier.
OMB-18837-0722TD Bank GroupCompensation sought for participation in fraudulent investment schemeNoneComplainant sought compensation for electronic funds transfers for investment fraud scheme, stating the Bank had a fiduciary duty to protect him from himself. He argued that the Bank should have noticed the account activity and halted it. The Complainant did not display any competency issues in a recorded call with Bank during the relevant time. Compensation denied.
OMB-18861-0722Tangerine BankComplainant alleged that money was fraudulently deposited to and withdrawn from account.NoneComplainant’s bank card and phone were stolen, and her login credentials were stored in the phone in an unsecured way. On top of insufficiently securing her PIN, Complainant did not report the card or phone stolen to Tangerine for a significant period of time, which allowed the fraud to be executed nearly 2 weeks later.
OMB-18915-0722TD BankWire transfer delayNoneComplainants purchased a Florida property and sent a wire transfer on a Saturday morning. On Monday, the manager required further information but could not reach the clients as they did not have U.S. cell service. The property ended up closing four business days late. Bank offered goodwill gesture of $1000 to help defray hotel and meal costs.
OMB-19112-0822Bank of Nova ScotiaComplainant alleged that bank wrongfully converted wire payment received from Euros to CAD.$1,000.00Conversion from Euros to CAD was made by intermediary institution, not BNS. Compensation recommended because Complainant was inconvenienced by branch delay in explaining options to deal with currency conversion.
OMB-19199-0822TD Bank GroupComplainant believed that the bank had erred in the management of her mortgage.NoneComplainant believed that her mortgage should be paid off in its entirety. However, the bank has stated that a balance still remained. Having reviewed the mortgage history, it was apparent that the Complainant had converted the mortgage to a home equity line of credit. Furthermore, the documentation evidences that the bank’s calculation of the outstanding balance was accurate.
OMB-19350-0822Royal Bank of CanadaReimbursement for funds lost in a cryptocurrency investment scam.NoneIn this situation the bank would not reasonably have been expected to alert the Complainant to the possibility of fraud.
OMB-19429-0822TD Bank GroupComplainants stated that bank should have questioned reason for large cash withdrawals.$10,250 (same as bank’s own previous recommendation)Complainants were victims of a scam and withdrew cash in $5,000 increments ($15,000 in-branch and $10,000 via ATM) which they deposited into a bitcoin machine. Customers have the primary onus to avoid being defrauded. However, the bank did not follow its policy for in-branch withdrawals over $10,000 so agreed to reimburse 75% of that loss. The bank also agreed to reimburse 50% of $5,000 and to pay $250 as a goodwill gesture for inconvenience.
OMB-19572-0922Bank of Nova ScotiaComplainant was scammed and alleged bank should have protected him.NoneAlthough Complainant didn’t know who he was dealing with, he was a willing participant in the transactions that took place, using his own login credentials. Case law and legislation Complainant referred to were not applicable.

FILEFinancial InstitutionNature of ComplaintCompensation/Other RecommendationsReasons
OMB-18031-0522Royal Bank of CanadaFraudulent Credit Account$1,000 plus release of debtComplainant not liable for credit card account opened by imposter – Fraudster tricked Bank into issuing credit cards using the Complainant’s identity. The Bank conducted a credit enquiry and issued the cards without effectively verifying the applicant’s identity. The Complainant was not aware the account was opened in her name and reasonably believed she was an Authorized User on the Fraudster’s account. Bank Agreement states an Authorized User is not liable on the debt.
OMB-18245-0622Bank of Nova ScotiaCompensation sought after fraudster accessed bank accounts.$4,950.00Complainant lost $9901.99 after a fraudster accessed accounts through her tablet. The Bank flagged the transaction as suspicious but when they did not hear from Complainant, they released the funds. Bank could have taken additional steps to protect a senior. However, Complainant should have alerted Bank to fraud. Loss split equally between parties.
OMB-18349-0622TD Bank GroupThe Complainant claimed that the bank should have monitored his account and cautioned him prior to allowing for the processing of numerous Interac e-transfers to a fraudster who lured him into a crypto asset investment scheme.NoneThe Complainant was liable for the transactions he conducted through the bank’s mobile banking app. The Complainant received text message fraud alert notices each time he attempted an Interac e-transfer and then proceeded to authenticate the transaction. The bank sufficiently cautioned the Complainant about the transactions and did not contribute to the loss the Complainant incurred.
OMB-18511-0622Royal Bank of CanadaPurchase Plus Improvement Program was not included with mortgage.Compensaton for interest costs incurred on other credit card used for reno budget.The Complainants incurred much higher interest charges on their credit card than they would have on their mortgage if the Purchase Plus Improvement Program had been included originally. Based on the circumstances and lack of clear communication, the Complainants should be reimbursed for the interest charges incurred during this period.
OMB-18559-0722Royal Bank of CanadaWire transfer dispute.NoneComplainant was defrauded by cryptocurrency scam, alleged the Bank was negligent in failing to educate her and prevent her sending wire transfers to cryptocurrency trading platforms. Bank completed all transactions as instructed. Bank asked the Complainant numerous questions that were not answered fully or accurately. Had the Complainant been forthright about who she was dealing with and how she became acquainted with the fraudster, her loss could have been avoided.
OMB-18889-0722TD Bank GroupComplainant alleged that PBA was miscalculated when dividing remaining estate funds.$2061ADRBO agrees with TD Senior Customer Complaints Office’s determination that both the PBA and Complainant share responsibility for the error.
OMB-19001-0822TD Bank GroupComplainant asked for refund of fraudulent pre-authorized debits$14,999.50Both parties made material omissions that the other party could argue could have prevented the situation. A recommendation for 50% reimbursement was the only reasonable result. Complainants likely asked for their account to be ‘locked’ or ‘frozen’, which wasn’t executed and would have prevented the issue. However, Complainants also failed to check their records for over 90 days, which would have impacted events.
OMB-19078-0822Royal Bank of CanadaBank was refusing to refund travel points prior to airline refund to bank.Bank is to continue to actively pursue and follow up on the refund from airline on behalf of the Complainant and their offer of a $150 gift card as a goodwill gesture is to be reextended.RBC followed its policies and procedures related to the travel cancellation through RBC Rewards. The evidence supports that the refund to the Complainant is subject to airline first providing RBC with the refund.
OMB-19119-0822TD Bank GroupComplainant claims e-transfer was not authorized.NoneComplainant denies making an e-transfer from her account. ADRBO determined the disputed e-transfer was conducted on the same device and from the same location as most other transactions conducted by the Complainant, likely by someone who had learned her password either by observation or mechanical means and had access to the Complainant’s device. Complainant is responsible for the care and control of her own device and credentials.
OMB-19440-0922TD Bank GroupComplainant alleged that the bank provided mortgage documents to the Complainant that were inaccurate.NoneADRBO was unable to speak with the representative who drafted the agreement, which included a reduced amortization period and therefore higher minimum payments than those which the Complainant stated he agreed to. However, the Complainant had signed the renewal agreement and there was additional evidence suggesting that a discussion regarding different amortization periods had occurred. Therefore, ADRBO was unable to evidence a bank error occurred.
OMB-19560-0922TD Bank GroupCompensation for delay in honouring 2 cheques$466.82The compensation is for lost interest due to the bank’s action and for a registered letter from the Complainant to the bank to address the situation.

FILEFinancial InstitutionNature of ComplaintCompensation/Other RecommendationsReasons
OMB-17711-0522TD Bank GroupOnline fraudNoneComplainant, a long term bank employee, was scammed and paid scammer via Interac. There was no prior discussion/contact with TD so there was no opportunity for TD to intervene and question the transaction. Bank was not liable for Complainant’s loss.
OMB-18049-0522TD Bank GroupComplainant was denied a self-build construction mortgage.NoneComplainant applied for a construction mortgage where a builder funds the first 35%. He broke ground, then tried to borrow against his land. The land equity loan was subsequently denied. The Bank followed all policies and procedures.
OMB-18559-0722Royal Bank of CanadaWire transfer disputeNoneComplainant, defrauded by cryptocurrency scam, alleged the Bank was negligent in failing to educate her and prevent her from sending wire transfers to cryptocurrency trading platforms. Bank completed all transactions as instructed. Bank asked the Complainant numerous questions that were not answered fully or accurately. Had the Complainant been forthright about who she was dealing with and how she became acquainted with the fraudster, her loss could have been avoided.
OMB-18687-0722TD Bank GroupComplainant states they were provided inaccurate information on car loan.Reimbursement of the car rental fee the Complainant incurred, in the amount of $931.75 (same as bank’s previous offer). This is in addition to a 1% interest rate reduction, which had been previously received.The evidence showed that the Complainant was repeatedly provided with inaccurate information regarding the car loan he had been approved for. This included how old the vehicle could be and the length of the amortization period that was available to him. This made it very difficult for him to find a qualifying vehicle and resulted in this process taking considerably longer and led to the Complainant having to rent a vehicle for an extended period of time.
OMB-18813-0722TD Bank GroupFraudulent cheque returned after Complainant sent watch to buyer.NoneThe Complainant sold a valuable watch online for $11,000 and the buyer deposited a cheque for that amount in the Complainant’s bank account. The cheque turned out to be fraudulent. The bank advised the Complainant that it would take 10 days for buyer’s cheque to clear, but the Complainant chose not to wait till then before transferring the watch to the buyer. This put the Complainant at risk, and he must bear the responsibility for the loss and not the bank.
OMB-18986-0822Bank of Nova ScotiaComplainant alleged that bank failed to advise of disability insurance coverage.NoneDisability insurance coverage was obtained as part of vehicle purchase financing assigned to bank. Insurance was not purchased through bank and bank had no obligation to keep records of insurance coverage.
OMB-19047-0822Bank of Nova ScotiaComplainant believed the bank had cancelled the monthly payment for her insurance.NoneAlthough the timing and lack of information regarding the cancelled pre-authorized debit on the Complainant’s account was concerning, there was no evidence to corroborate the Complainant’s assertion that the bank had cancelled the payment. Furthermore, this matter was not reported for 2 years, at which time there were no options available to the bank or insurance company to reinstate the payments and coverage.
OMB-19122-0922Royal Bank of CanadaThe Complainant invested in a fraudulent BitCoin scam.NoneThe Complainant became involved in investing with an internet-based investment company. She e-transferred funds from her RBC account. Over time, three transfers were made in total. She then requested a withdrawal and was informed the funds were not available. The Complainant felt that RBC should have detected the fraud, stopped it and and refunded the Complainant’s funds. RBC is not liable for the Complainant’s own, authorized investment decisions.
OMB-19165-0822Royal Bank of CanadaComplainants believed that RBC incorrectly obtained the wrong class of airline ticket.Bank agreed to reoffer their gesture of goodwill, being $221 or 22,100 RBC Reward Points each. In addition, the bank agreed to reimburse the Complainants for the annual account fees, in the amount of $120 each.RBC was able to evidence that they had purchased premium economy tickets, being the class of ticket the Complainants had requested. Although the Complainants identified that they believed the seat numbers provided to them were outside the premium economy cabin, ADRBO was able to confirm that the bank does not select the seats and the seat numbers initially provided had yet to be confirmed by the airline.
OMB-19185-0822TD Bank GroupComplainant wanted access to her deceased mother’s assets in the bank.NoneComplainant to visit a local branch to complete all necessary paperwork in order to have access to the funds.
OMB-19229-0822TD Bank GroupWire Fraud DisputeNoneComplainants defrauded by a scam and alleged the bank was negligent in failing to prevent them from making the transactions. Bank was not negligent. Complainants were not forthright in answering the Bank’s questions about the transactions.
OMB-19388-0822TD Bank GroupComplainant says closing delayed because funds were late.Goodwill gesture of $680 re-extended by Bank. Bank followed all policies and procedures.Complainant requested $3,333.43 to compensate for expenses after a delayed house closing due to late mortgage funds. Delay because Complainant did not provide requested documents on time and his lawyer provided inaccurate transfer information.
OMB-19486-0922Royal Bank of CanadaComplainant states error caused loss of two Westjet travel vouchers.$2,120.62A banking error connected to the Complainant’s Westjet RBC World Elite Mastercard negatively affected his Westjet rewards account and prevented him from using two travel vouchers for a family vacation to Hawaii. Recommended an award of $2,100 to compensate for the value of the vouchers, if they had been used as the Complainant originally intended.
OMB-19665-0922Royal Bank of CanadaComplainant sought reimbursement for unauthorized charges.NoneThere was no reasonable explanation of how the charges could have been incurred if the Complainant had fulfilled the responsibility to keep the Complainant’s card and the numbers on it safe.
OMB-19718-0922Royal Bank of CanadaComplainant sought reimbursement for funds paid in an investment scam.NoneThe bank made significant efforts to investigate the legitimacy of the Complainant’s situation but the Complainant proceeded with the apparent investment despite the bank’s questions.
OMB-19811-0922TD Bank GroupComplainant requested the refund of e-transfers and wire payments.NoneComplainant was clearly the victim of a scam. However, he voluntarily undertook to send the money to the scammers. The bank had no obligation to inquire deeply into the transactions when given a purpose that is the Complainant’s own decision. Tellers are not acting in the nature of professional advisors. Signed Wire Payment Agreement was clear that the bank no longer controls funds once sent.
OMB-19952-1022Bank of Nova ScotiaComplainant stated that bank error led to multiple credit cards being opened in the Complainant’s name.$200 had been provided by the bank previously. The bank agreed to re-extend their previous offer of an additional goodwill payment of $250, bringing the total compensation to $450. Furthermore, the bank corrected all errors on the Complainant’s credit bureau report.It’s clear there were a number of bank errors here, including: misinforming the Complainant about what products were available, the issuance of a credit card in error and the closure of all of the Complainant’s cards. However, there was no evidence of any financial loss. Furthermore, given the unwanted credit cards were never activated, there was no impact on the Complainant’s credit bureau report. Therefore, ADRBO felt that $450 was sufficent compensation for the inconvenience caused to the Complainant.
OMB-19955-1022Bank of Nova ScotiaComplainants alleged lien was not properly discharged as requested.NoneComplainants’ situation was sympathetic, and could have possibly been avoided in several ways. Evidence confirmed they fully paid off loan, and asked for line of credit to be closed. Bank intended to call them if they intended to close full STEP product (with lien), but they never did. However, as a jurisdictional matter, this was a customer service issue, not a failure to follow policies or procedures. Other professionals advising the Complainants may have also contributed to issue.
OMB-20036-1022TD Bank GroupAlleged theft of Complainant’s cash.NoneThe Bank’s position was more persuasive. The Investigator did not find sufficient evidence of a theft and did not find the Complainant’s allegation to be credible.
OMB-20224-1022National Bank of CanadaAlleged bank commitments re interest rate and capital in mortgage payments.NoneThere was insufficient information to conclude whether it was likely that the bank failed to live up to a commitment concerning mortgage interest rate. The Complainants either agreed to the terms in their mortgage concerning capital in their payments or were not concerned enough about it to check those terms.

FILEFinancial InstitutionNature of ComplaintCompensation/Other RecommendationsReasons
OMB-17105-0322TD Bank GroupDisputed transactionsNoneThe unauthorized transactions were not reported in a timely manner, and it was also unclear how well the Complainant protected the Payment Instrument. There is nothing to suggest that TD is responsible for the transactions.
OMB-17790-0522TD Bank GroupComplainant claimed that Bank mismanaged a loan application.Bank should pay $2,500 for loss of revenue and $500 for previously offered goodwill gesture amount.Loan application covered an ineligible rental property. Bank reviewed the application as an exception to policy but declined it based on lack of debt servicing capacity. Process took almost 6 months. Complainant claimed bank did not properly explain he could invest required cash collateral and earn income while the application was being considered. ADRBO agreed the bank could have provided more complete explanations.
OMB-17794-0522TD Bank GroupComplainant wanted Bank to honour previous fixed rate on a new HELOC loan.No compensation recommended. Goodwill gesture of $400 extended by Bank.The Complainants inquired about a fixed rate HELOC loan but did not attend at the Bank to fill out required paperwork. The amount withdrawn online was at a variable rate. The Complainants wanted the loan adjusted retroactively to the fixed rate despite increases in the prime rate. The HELOC contract clearly outlines policies so the request was denied.
OMB-17975-0522Bank of Nova ScotiaScam victimNoneThe evidence does not point to a loss being incurred by Complainant as a result of the Bank’s actions or inaction.
OMB-18227-0622TD Bank GroupComplainant fell victim to fraudulent crypto asset investment scheme.NoneThe bank did not contribute in any way to the Complainant’s loss. The bank processed the transactions the Complainant initiated, be it unilaterally in the form of the Interac e-transfers, or at the branch through wire transfer transactions that the Complainant directed the bank to send to the account he owned with a crypto asset exchange platform, which crypto assets were then diverted out of that account by the fraudster.
OMB-18350-0622Bank of Nova ScotiaMisunderstanding regarding mortgage renewalNone/recommended that recording of key conversation be made available to Complainants.The Complainants converted their line of credit to a second mortgage based on their understanding from a video call that the existing first mortgage would be renewed at the same interest rate. The recording of that call confirmed that they had misunderstood the clear advice of the bank.
OMB-18437-0622Royal Bank of CanadaCompensation for items allegedly missing from a safety deposit box.$150.00The Complainant likely emptied and surrendered the box despite not recollecting doing so. However the bank could not provide the information to confirm access and surrender that should have been readily available as per its normal procedures. The bank’s investigation caused several months of uncertainty and stress to the Complainant. The $150 is compensation for this.
OMB-18948-0822Bank of Nova ScotiaThe Complainants claimed that the bank provided erroneous information about the amount of mortgage financing available.NoneThe bank satisfactorily rectified its omission when it provided a revised amount of financing, which contained terms and conditions that were consistent with those provided for in the initial offer. The Complainants decided not to accept that financing offer and the bank was not responsible for the higher cost of the borrowing that the Complainants incurred when they decided to obtain a mortgage from a different mortgagee.
OMB-19005-0822Royal Bank of CanadaComplainant states she was provided with misleading information by the bank.The Complainant’s account fees will be waived for a period of 6 months. Bank will also speak with the Complainant about the possibility of obtaining a consolidation loan.The Complainant outlined a number of issues she had, ranging from the bank’s refusal to increase the limit on her Homeline Plan despite inferring that it wouldn’t be a problem, to the delayed delivery of a promotional iPad. ADRBO reviewed these points but was unable to substantiate the Complainant’s claims or identify a bank error. ADRBO did however request that the bank attempt to aid the Complainant in mitigating the financial hardship she is experiencing.
OMB-19032-0822Bank of Nova ScotiaComplainant states he cancelled his insurance, but continued to incur premiums.$1096.98ADRBO found no evidence that the Complainant had cancelled all of the insurance coverage he held. Furthermore, the evidence indicated that the bank did act on the Complainant’s requests as they came in. However, the bank was unable to provide a copy of the signed insurance documents and ADRBO found that some of the information that was provided to the Complainant was potentally misleading. Lastly, ADRBO found that the bank should have cancelled the remaining coverage when this complaint was escalated.
OMB-19044-0822Bank of Nova ScotiaThe Complainants claimed the bank failed to warn and protect them about being a victim of fraud when a fraudster lured them to send wire and Interac e-transfers as part of a crypto asset investment scheme.NoneThe bank did not contribute in any way to the Complainants’ loss. The bank processed the transactions the Complainants initiated, be it unilaterally in the form of the Interac e-transfers, or at the branch through wire transfer transactions that the Complainants directed the bank to send to the accounts they owned with crypto asset exchange platforms, which crypto assets were then diverted out of those accounts by the fraudster.
OMB-19281-0822Royal Bank of CanadaMortgage rate quote error$1,188.12The Bank consistently provided inaccurate information about the mortgage renewal rate the Complainant would receive. Complainant shares responsibility for not thoroughly reading and questioning the mortgage renewal agreement he signed. The Complainant should be compensated a fair amount reflecting both sides’ responsibility.
OMB-19469-0922TD Bank GroupDisputed transactionsNoneBased on the totality of the evidence and issues of credibiity, it appeared that the Complainant completed the transactions.
OMB-19478-0922TD Bank GroupComplainant wanted access to her parents’ account.NoneComplainant’s parents are in Australia and she is their sole care giver but there was some dispute as to her mother’s mental acuity. In order for the Complainant to have assets transferred, the bank required an updated POA and, under the ADRBO Terms of Reference, ADRBO is not able to investigate matters relating to TD’s general policies and procedures, or recommend changes to them.
OMB-19518-0922Bank of Nova ScotiaAllegedly unauthorized charges to line of creditNoneComplainant did not fulfill his responsibility to protect his card and PIN and/or explicitly or implicitly authorized their use.
OMB-19531-0922Royal Bank of CanadaOnline investment scamNoneComplainant was defrauded in two online investment scams over two time periods. Complainant engaged in the second scam even though he knew he had been previously defrauded for over $40,000. Complainant failed to report either fraud to the Bank for years after the second scam yet felt the Bank was somehow liable for his loss. All transactions were completed as directed by the Complainant and the Bank did not err or otherwise breach any duty owed to the Complainant.
OMB-19779-0922Bank of Nova ScotiaThe Complainant stated that his Scotiabank Visa debit card was used for two transactions he did not complete.NoneThe Bank completed a chargeback for the amounts in question and the transactions were reversed. Regarding the compensation the Complainant requested for his time spent on this matter, it was determined that the requested compensation should not be paid. The actions taken by Scotiabank were reasonable in all of the circumstances and protocol was followed.
OMB-19867-0922Bank of Nova ScotiaReimbursement was requested for an etransfer Complainants said was unauthorized.NoneThere was no reasonable explanation of how the etransfer could have been done if the Complainants had fulfilled their responsibility to maintain confidentiality and safekeeping of their mobile banking credentials.
OMB-19976-1022TD Bank GroupComplainants asserted that the bank failed to provide a mortgage renewal offer in a timely manner.No further action, other than option for bank to re-extend prior goodwill gesture offer.The Complainants were not deprived by the bank of the opportunity to accept any of the early mortgage renewal offers. The Complainants decided not to accept the mortgage renewal offers that were presented to them. The bank was not responsible to recompense the Complainants for any amount of higher interest the Complainants are to pay during the current mortgage term when compared to the lower amount of interest they would have paid had they chosen to accept the prior mortgage renewal offer.
OMB-20136-1022Royal Bank of CanadaComplainant said rate change and transfer were unauthorized.Reimbursement of $312.86, being the difference in interest charged on the Complainant’s two credit cards in September 2022. In addition, the bank should reimburse the difference in interest between the rate charged on the Complainant’s Visa card and the rate of 6.9%, from September 2022 until present. Lastly, the bank should honour the rate of 6.9% on the Complainant’s Visa card until March 11, 2023.The Complainant had a special rate exemption in place on his MasterCard as a result of a previous bank error. The bank was unable to confirm how long the reduction was to last and, therefore, ADRBO recommended the rate exception remain in place until the date on which the Complainant has stated it was to conclude. With regards to the more recent transfer, ADRBO found after reviewing the available evidence that the Complainant had consented to the transfer.
OMB-20242-1022Royal Bank Of CanadaThe complaint was in regards to morgage renewal and interest rate applied.NoneThe Compainants had a 2 segment variable rate mortage and claimed that they wanted to change to a fixed rate. One segment was not renewed or locked-in, while the other was locked-in. The Complainants therefore sought the interest differential between the rate achieved for one segment and the higher rate ultimately obtained on the other segment. There was no evidence that the bank was supposed to convert both segments and the renewal agreement clearly indicated that it only related to one segment. There was no evidence that the bank did anything wrong and no compensation was recommended.
OMB-20338-1022TD Bank GroupThe Complainant believed TD sent a wire transfer to the wrong account.NoneThis was an international wire transfer. ADRBO confirmed that it was sent to, and received in, the account specified in the wire transfer information provided by the Complainant.
OMB-21029-1122TD Bank GroupComplainant alleged poor customer service with respect to mortgage.NoneComplainant bought a new house and went with competitor at a lower rate. When rates began to rise, Complainant returned to Bank and complained he did not know he could have ported his mortgage. However, port possibilities were outlined in the signed mortgage documents.

FILEFinancial InstitutionNature of ComplaintCompensation/Other RecommendationsReasons
OMB-18145-0622TD Bank GroupThe Complainant was a victim of an investment scam.NoneThe Complainant made an investment of $8,500 which turned out to be worthless. He felt the Bank did not meet its duty of care to protect him. ADRBO was satisfied that the Complainant did not rely on the bank to make his investment decision, and waited too long to contact the bank to enable the bank to help him.
OMB-18452-0622Bank of Nova ScotiaComplainant claimed that the Bank did not honour a commitment for a specific rate on a mortgage.NoneAlthough a specific blended rate had been discussed in emails between the Complainants and the Bank, no formal commitment was ever made by the Bank. In addition, because of the COVID19 pandemic there were some payment challenges with the loan and the Bank would not confirm any changes while the mortgage was not in good standing.
OMB-18702-0722Royal Bank of CanadaComplainant transferred money by Interac to a fradulent investment company.NoneAll transfers made by the Complainant to the fraudster were with his full authorization and consent. Although the Bank does advertise that it will protect its customers from fraud, nothing therein suggests that when clients initiate transfers with their full authority and consent, that the Bank can do anything when the transferee proves to be fraudulent.
OMB-19277-0822Bank of Nova ScotiaAlleged the bank failed to hold interest rates for both mortgage products.NoneThe bank erred when it omitted to hold the two-year fixed rate mortgage product that it ought to have held for 120 days, as was indicated by the bank would be done and was understood by the Complainants to have been done for them. However, the Complainants failed to mitigate against the perceived loss caused by the bank’s error as they did not obtain a substitute fixed rate mortgage. This inaction negates any claim for damages against the bank as no loss to the Complainants had crystalized.
OMB-19642-0922TD Bank GroupWire Transfer FraudNoneComplainant conducted 15 wire transfers. She believed she was assisting the police when in fact she was being defrauded. She consistently provided false information to the Bank about the nature of the transfers and ignored warnings from other banks. She was interviewed by the real Police before completing any of the transfers but failed to disclose her activities to them. Had she been honest with the police or the Bank her loss could have been entirely prevented.
OMB-20175-1022TD Bank GroupDispute over availability of credit on secured credit line.$950.00The Bank provided erroneous information to the Complainant about the amount of unused credit she would have available on her new home equity line of credit. The Bank employee became confused and forgot the purpose of the HELOC was to pay out an existing mortgage on another property. Though disappointed, the Complainant had not changed her position based on the erroneous information and suffered no damages. The Bank agreed to pay the Complainant $950 as a goodwill gesture.
OMB-20304-1022TD Bank GroupAlleged that mortgage financing approval timing resulted in higher costs.NoneComplainant said Bank’s delay in approving a mortgage consolidation loan caused her to suffer higher payout costs with another lender and resulted in her stressful scramble to find an additional $5,200 to close the transaction on time. Bank was not responsible for the delays in the refinancing. Delay was due to the complexity of the refinancing and other factors outside the Bank’s control. Shortfall was due in large part to the continued use of and increased balances on the liabilities being refinanced.
OMB-20666-1122Royal Bank of CanadaComplainant says bank delayed transfer of TFSA from another FI.NoneComplainant did not provide proper documents at start of transfer process, causing delays. Value of TFSA reduced. Complainant wanted the TFSA proceeds in cash and could have cashed out the TFSA directly at the other FI instead of asking for the TFSA to first be transferred to RBC and then cashing out the TFSA. Delays were not caused by the bank.
OMB-20784-1122National Bank of CanadaMortgage Renewal – Complainants alleged bank provided inaccurate information.$2,096.79Bank provided Complainants inaccurate information. Complainants relied on inaccurate information when renewing mortgage for a variable rate instead of a fixed rate. By the time the Complainants found out about the error, the fixed mortgage rates had increased. Complainants share responsibility for not reading and questioning the mortgage renewal agreement they signed. Amount of compensation reflects the shared responsibility of the parties.
OMB-20804-1122Royal Bank of CanadaClaim for reimbursement of Visa chargesNoneADRBO could not identify a reasonable explanation of how the charges could have been incurred if the Complainant had fulfilled the responsibility of safeguarding his card and PIN.
OMB-20955-1122TD Bank GroupComplainant alleges that an error with his HELOC led to a financial loss.Compensation in the amount of $3,177.73 was recommended in response to errors made by the bank in increasing the limit on his HELOC.ADRBO found that the bank had closed the Complainant’s HELOC and opened a new one in error. This resulted in the Complainant incurring not only a penalty but an increased interest rate. ADRBO further found that the Complainant should not be held financially liable for the fact that it took him multiple attempts to rectify this matter and therefore recommended that he be reimbursed for all of the penalties that were incurred in obtaining the same interest rate he’d intially held.
OMB-21214-1222Royal Bank of CanadaComplainant alleged bank gave misleading information and opened an account in error.Complainant was presented with a goodwill gesture of 10,000 points.ADRBO was unable to substantiate the Complainant’s assertion that she’d been misled into thinking she’d receive 270,000 points for moving her mortgage to RBC, as opposed to the 27,000 points she received. The terms of the promotion stated that 27,000 points was the correct figure. However, ADRBO did find that the bank opened a new account for the client in order to credit her these points without her consent. There was no financial loss, but bank reported wrongfully opened account in accordance with its regulatory obligations.
OMB-21499-1222Royal Bank of CanadaComplainant says bank erred in holding funds, causing lost opportunity.$405.81Clear and unequivocal evidence that bank consented to Complainant’s request not to place a hold on his cheques, but then did anyway. Complainant should have been able to rely on what he was told. Complainant mitigated his losses, and did what he intended as quickly as he could. Opportunity cost was theoretically quantifiable, although claim was reduced given data couldn’t be externally corroborated.
OMB-21570-0123National Bank of CanadaBank allegedly did not fulfill its interest rate commitment.NoneThe mortgage contract was clear and the Complainants signed it without questioning the interest rate. There is insufficient information to reach a reasonable conclusion on whether the bank gave incorrect information about the interest rate before providing the mortgage contract.

FILEFinancial InstitutionNature of ComplaintCompensation/Other RecommendationsReasons
OMB-17148-0322TD Bank GroupComplainant sent funds for an investment. Wanted funds returned.NoneTD Bank was not responsbile for the loss. TD Bank had no information that would cause it to raise a red flag with respect to Complainant’s transfer of funds. He had authorized the transaction. The Complainant willingly made the payment which ended up in a fraudster’s hands. TD did not provide any misleading information.
OMB-18101-0522TD Bank GroupBank allegedly failed to adjust incorrect information sent to credit bureau.Bank to correct information reported to both credit bureaus immediately.Complainant was advised on four occasions that the incorrect information being reported to his credit bureau report would be corrected, which did not happen, causing distress to Complainant.
OMB-18129-0622Bank of Nova ScotiaIncorrect information allegedly provided about mortgage renewal.None – A $300 goodwill gesture was offered.The email correspondence between Complainants and bank did not support the complaint.
OMB-18327-0622Royal Bank of CanadaComplaint that Bank failed to halt Complainant’s wire transfers to fraudsters.NoneThe Complainant sent $213,278.99 in wire transfers to a crytocurrency scheme run by an individual on the internet. She alleged Bank should have halted the suspicious transactions. Bank employees did try to talk Complainant out of making the transfers but did not succeed. The Bank followed all policies and Complainant invested at her own risk.
OMB-18393-0622Bank of Nova ScotiaAlleged overcharge on penalties for early reimbursement on 2 mortgages.NoneComplainant paid his 5-yr closed mortgage early with penalty, which was to be waived if he “transported” the loan to a new purchase within 90 days. Covid delays meant he could not complete new purchase within the 90 days, so penalty was charged. New mortgage incentive equalled the penalty, but he then paid that mortgage off early incurring a new penalty and a clawback of part of the incentive. Bank acted within its rights under the contract.
OMB-18763-0722TD Bank GroupComplainant sought return of $1,700 allegedly deposited into her account.$200.00The Complainant provided no evidence to support her position that she deposited $1,700 into her account, apart from her word. In weighing the Complainant’s version of events against the evidence provided by the bank, particularly the bank’s records, on a balance of probabilities, the evidence supported a conclusion that the Complaiannt did not deposit $1,700 into her account. However, the bank’s failure to retain video footage deprived the Complainant of potentially key evidence that may have collaborated significant portions of her story.
OMB-19258-0822TD Bank GroupComplainant claimed the bank erred when it contributed to her TFSA as a non-resident.$10,015.91The Bank erred when it failed to process the TFSA in-kind contribution transaction in a timely manner for the Complainant after it knew, or ought to have known, that the Complainant would no longer be a resident of Canada. The bank unreasonably delayed the processing of the TFSA in-kind contribution transaction, which occurred shortly after the Complainant was no longer a resident of Canada. The bank ought to have processed this in-kind TFSA contribution transaction much earlier. The amount that the CRA assessed as tax, penalties and interest for the improper TFSA contribution that the bank processed on the Complainant’s behalf while she was a non-resident, should be paid to the Complainant.
OMB-19327-0822TD Bank GroupThe Complainant attempted a withdrawal at an ATM and the money was not received.NoneThe Bank had previously provided a credit for the money not received together with an additional amount for the Complainant’s troubles.
OMB-19377-0822Royal Bank of CanadaRequest to reverse allegedly fraudulent transactions.NoneThe Complainants contested credit card transactions by two merchants for the purchase of plane tickets, for the following reasons: they were victims of fraud, the transactions were not properly completed, they didn’t receive the services purchased, and they had asked for the transactions to be reversed. The investigation concluded that one of the transactions had already been reimbursed. Evidence showed that the other transaction was properly completed, that the Complainants received the purchased services, that they were advised of reimbursement/cancellation terms as well as what was not reimbursable, and that they did not act within the time constraints listed in the policy. There was insufficient evidence of fraud.
OMB-19561-0922TD Bank GroupComplaint about e-transfers to Bitcoin investment company.NoneComplainant was the victim of a fraud perpetrated by Bitcoin investment company. Bank did nothing wrong. Warning messages were sent to Complainant and he acknowledged he himself had performed the transfers. No reason for Bank to take any additional steps.
OMB-19804-0922Royal Bank of CanadaMortgage renewed at variable rate, but Complainants wanted fixed rate.NoneIn the conversations between the Bank and the Complainants, the difference between fixed and variable rates was clearly explained as was the risk that a variable rate could increase. The Complainants made an informed decision to renew on the basis of the lowest prevailing rate, which was for a variable rate closed mortgage.
OMB-20126-1022TD Bank GroupComplaint about abrupt cancellation of top-up to line of credit.NoneComplainant wanted details of bank’s cancellation of $200,000 to his secured line of credit. Investigation involving his “regular” bank showed that statements submitted to TD in support of loan did not match the bank records of his “regular” bank. TD acted within its rights to decline to lend further on the basis that proof of income was not satisfactory.
OMB-20555-1122TD Bank GroupMortgage/Line of Credit Product complaint$28,057.80Complainants sought clarification/advice regarding the product applied for and approved. The information provided by the Bank was not applicable to the product in question and therefore, recommendation was in favour of the Complainants.
OMB-20590-1122Bank of Nova ScotiaAlleged that Bank failed to pay insurance owing following spouse’s death.$984.06Bank properly determined that it should not pay insurance claim, based on policy’s wording. However, Complainant would not have taken cash advances following spouse’s death but for bank’s representations that insurance would pay those amounts back – accordingly, it was appropriate for bank to reimburse Complainant for interest on those advances.
OMB-20610-1122TD Bank GroupFunds were allegedly misplaced during two deposit transactions.$350.00Bank did not follow best practices when processing the Complainant’s deposit, which contributed to confusion resulting in a shortfall in the funds delivered for deposit.
OMB-20727-1122Bank of Nova ScotiaMortgage rate held by bank for 5 business days whereas Complainant understood rate to be held for 90 days.NoneBased upon Complainant and bank interviews, as well as review of the documentation and written communication, there is no evidence available to support that the bank offered to hold the rates discussed for 90 days.
OMB-20761-1122TD Bank GroupComplainant was the victim of a fake crypto currency organization and wanted the bank to reverse the withdrawals.NoneComplainant authorized several transactions between himself and a fake crypto currency organization and wanted the bank to reverse the withdrawals. The Complainant had agreed to the Cardholder Agreement which Terms and Conditions include a reference to being liable for any losses for any transactions or bank account withdrawals.
OMB-20841-1122TD Bank GroupMortgage terms were disputed.NoneComplainant claimed that mortgage renewal contained only one of two terms he specified and sought reimbursement of prepayment charge. Advisor and Complainant discussed renewal terms over phone in circumstances that were not optimal; however, Complainant explicitly decided to proceed. Circumstances of call, including Complainant’s admission he was not listening to half of what advisor was telling him resulted in Complainant misapprehending advisor’s information. Complainant signed renewal documents electronically, without reading them, trusting renewal met both requirements. Bank did not mislead Complainant or do anything that would oblige it to reimburse charge.
OMB-21223-1222TD Bank GroupMortgage interest rate dispute$4,600.00The Complainant was offered a mortgage rate for a 5-year fixed term and met the conditions under which the rate was guaranteed. Due to bank errors, she ultimately received a higher rate than she was promised, her purchasing power was decreased and her home purchase was delayed. ADRBO recommended that the Bank fully compensate her for the interest differential plus contribute an amount towards her out-of-pocket storage costs as a goodwill gesture.
OMB-21227-1222Bank of Nova ScotiaAlleged that bank provided misleading information about a mortgage.$3,379.74Although ADRBO was unable to confirm what specifically was discussed between the parties, it was found that there was sufficient evidence to find that it was more likely than not that the Complainants were provided with misleading information regarding their ability to reduce their mortgage payments. As a result, ADRBO found it reasonable for the bank to reimburse the Complainants for the added costs they incurred through moving their mortgage at a date later than they had initally intended.
OMB-21390-1222TD Bank GroupRequested reimbursement for $15,000 withdrawn due to a scam.$3,750.00The bank contributed to the loss by failing to ask probing questions at the Complainant’s last withdrawal of $5,000. Complainant contributed to the loss by sharing access card number and the one-time account password provided by the bank.
OMB-21491-1222TD Bank GroupDisputed transferNoneComplainant activated the account with the credit card and was the primary cardholder. No losses were incurred as a result of the Bank’s action.
OMB-21543-1222Royal Bank of CanadaAlleged that Bank had not refunded flights that had been cancelled.Bank presented a goodwill gesture of $500 or 25,000 RBC Travel PointsDuring the course of the investigation, the Complainant did receive his refund. ADRBO found that the airline was predominantly responsible for the delays that were experienced by the Complainant. However, ADRBO also found that there were some service delays by the bank, which may well have led to this matter taking a longer time to resolve. For that reason, ADRBO spoke with the bank about providing a goodwill gesture to the Complainant.
OMB-21594-0123Bank of Nova ScotiaMortgage port was approved at less than full amount.$10,000.00Small farm property purchase appraisal did not include all buildings on property. Property value reduced. Mortgage port was approved at less than full amount. Complainants were not aware prior to entering into purchase contract of the appraisal guidelines. Completing purchase left no money to manage the property and created hardship for Complainants.
OMB-21694-0123Royal Bank of CanadaCredit card chargebacks to merchant account were questioned.NoneComplainant was the merchant for two credit card transactions. Complainant’s bank account was debited for the two transactions subsequent to delivery of goods. The payments processing agent for merchant accounts is separate from the bank and it was determined this complaint should be directed to the payments processing agent, not the bank.
OMB-21695-0123TD Bank GroupComplaint that Bank failed to halt Complainant’s wire transfers to fraudsters.NoneThe Complainant sent $105,000 in wire transfers to a crytocurrency scheme run by an individual on the internet. She alleged Bank should have halted the suspicious transactions. Bank employees did try to talk Complainant out of making the transfers but did not succeed. The Bank followed all policies and Complainant invested at her own risk.
OMB-21707-0123Royal Bank of CanadaBank cannot cancel a preauthorized debit on the Complainant’s account.NoneHaving reviewed the documentation dictating the policies and procedures pertaining to preauthorized debits (PADs) provided by both the bank and Payments Canada, it’s clear that there is no avenue for the bank to cancel a PAD that has been established by the payee. The agreement can only conclude if the payee cancels the PAD after being informed to do so by the payor. As a result, ADRBO was unable to identify a bank error in this matter.
OMB-21979-0123TD Bank GroupAlleged mortgage application process was not followed.NoneComplainants wanted bridge financing to secure a new home while selling their existing one. They were advised verbally they might qualify but were told the Bank needed more info. They waived their financing condition and made a firm offer on a house only to learn later they didn’t qualify. They sought compensation for lost profits because they dropped home price for a quick sale. Mortgage application was never a guarantee and bank has discretion to approve or decline.
OMB-22433-0223TD Bank GroupTD allegedly did not give correct points credit for a cancelled flight.NonePrior to the complaint being filed, TD paid the Complainant a goodwill gesture that exceeded the points credit that was owing to the Complainant.

FILEFinancial InstitutionNature of ComplaintCompensation/Other RecommendationsReasons
OMB-16875-0322Bank of Nova ScotiaReimbursement for allegedly forged cheques.NoneComplainant reported the issue long after the required 30 day timeframe.
OMB-19219-0822TD Bank GroupAlleged fraudulent charge on credit card mishandled by bank.NoneA comprehensive review of all telephone call data did not uncover any calls from the Complainant regarding the fraudulent call until 2022. Notwithstanding the findings, the bank provided a maximum refund as a goodwill gesture during the initial appeal stage. The available evidence does not support any further reimbursement by the bank.
OMB-20397-1122TD Bank GroupAllegation that cheque was improperly cashed.NoneComplainant claimed that she did not cash cheque and that cheque was accidently shredded but it was in fact another cheque. Cheque was cashed and transaction was verified by PIN. Customers are responsible for care and control of card and PIN.
OMB-20477-1122Royal Bank of CanadaMortgage refinance delay in closing transaction resulted in higher costs.$1,580.21Complainants claimed mortgage refinance fees were not properly disclosed and Bank’s delay in processing mortgage resulted in higher interest costs. Bank verbally disclosed fees but failed to obtain Complainants’ express consent to charge fees and did not provide proper disclosure. Unreasonable delays by Bank in processing mortgage resulted in Complainants incurring additional interest costs at higher rate of interest for credit facilities being paid out.
OMB-20496-1122TD Bank GroupThe Complainant claimed the bank should be responsible for his loss due to it having allowed for transactions to be processed as part of a crypto asset investment scheme to which he fell victim.NoneThe bank did not contribute in any way to the Complainant’s loss. The bank processed the transactions the Complainant initiated, be it unilaterally in the form of the Interac e-transfers, or at the branch through wire transfer transactions that the Complainant directed. Funds were sent to the account he owned with a crypto asset exchange platform, which crypto assets were then diverted out of those accounts by the fraudster.
OMB-20514-1122Bank of Nova ScotiaEarly mortgage renewal information provided.NoneLack of evidence supporting a finding that the Bank made an error in relation to the information provided regarding the renegotiation and early renewal of the Complainants’ mortgage.
OMB-20894-1122Bank of Nova ScotiaEstate administrationNoneScotiatrust® followed the instructions outlined in the will, and the agreement signed by the Bank and the Customer.
OMB-20897-1122TD Bank GroupExchange charged on rejected wire transfer.NoneA US bank rejected an online wire transfer because the recipient account was not specified, causing a loss due to currency conversion. Complainant could have prevented this by seeking advice before sending. What occurred was consistent with wire transfer terms agreed on by the Complainant.
OMB-21298-1222TD Bank GroupComplainant tried to withdraw funds at ATM without receiving cash.NoneComplainant made three withdrawals of $1,200 – two from a business account on August 4 and 6, and one from a personal account on August 8. However, the August 6 transaction appeared on the account statement on August 8 because August 6 was a Saturday. Evidence corroborated that the Complainant attempted four other transactions, but those were declined because she had exceeded the account’s daily or weekly limits, so she wasn’t charged.
OMB-21335-1222TD Bank GroupClaim for reimbursement of cash withdrawals.NoneThe Complainant was a victim of a scam in which she made three cash withdrawals totaling $25,000 over a 2-day period at 2 different branches of the Bank and delivered the money to the scammer. She was not truthful when Bank staff asked her the purpose of the funds and the Bank had no reason to suspect she was being victimized. The Bank was not responsible for her loss.
OMB-21356-1222Bank of Nova ScotiaClaim for reimbursement after falling victim to cryptocurrency scam.NoneThere is no evidence to support that the bank made any errors. The Complainant is responsible for these transactions; s/he initiated the transactions and when the bank raised suspicions about the transactions, s/he verified the transactions as legitimate and authorized them.
OMB-21357-1222Royal Bank of CanadaClaim that RBC failed to prevent e-transfers and wires to crypto fraudsters.NoneThe Complainant made self serve credit card withdrawals and used savings to send wire transfers and e-transfers to offshore fraudulent Crypto platforms. The Complainant acknowledged knowingly making the transactions but believes the Bank should have flagged and stopped the transactions. The Bank followed all policies and procedures.
OMB-21424-1222Royal Bank of CanadaCredit Card Fraud$5,662.01 plus account interest chargedThe Complainant’s credit card was charged with two $4000 USD transactions within a minute of each other at a grocery store in Cuba. The Complainant had not authorized either of the charges and reported the fraud immediately to the Bank. The Bank did not recognize the transactions as fraud and held the Complainant responsible for one of the charges. ADRBO determined the Complainant was not negligent in the use of her card and should not have been held liable for either of the transactions.
OMB-21440-1222Bank of Nova ScotiaComplainant stated bank did not prevent fraud.NoneComplainant made several wire transfer payments to an existing crypto currency dealer, credited to an account in his name. The money was then removed from Complainant’s account after he gave remote access to his computer to the person who committed the fraud. The bank made some initial inquiries but the fraud was not immediately apparent. Essentially, Complainant authorized transfers of his own funds.
OMB-21443-1222TD Bank GroupBank permitted unauthorized transactions on Complainant’s company account.Bank to pay $152,700 less any amounts otherwise recoveredComplainant claimed bank permitted unauthorized transactions totaling $152,700 by a person using a cancelled company access card. The transactions were unauthorized and were done by a person now deceased. Complainant is being appointed estate representative and may have recovery rights for at least some of the funds against the deceased’s estate. The extent of the bank’s residual liability is to be determined.
OMB-21461-1222TD Bank GroupComplained that mortgage interest rate was not honoured due to delays.$7,483.29Complainant was given a mortgage approval letter by Mortgage Specialist but faced untoward delays when he tried to put the mortgage in place. He finally went to another FI but was awarded $5,483.29 for loss of principal reduction due to rising rates and $2,000 for unreasonable stress and inconvenience.
OMB-21646-0123Bank of Nova ScotiaComplainant is being held liable for jointly held credit card.NoneADRBO found that the Complainant was a co-applicant on the jointly held credit card. Therefore, under the terms of the agreement, this meant that the Complainant was jointly and severally liable for any debts incurred on the card. The Complainant identified that she had asked to be removed from the card 10-15 years ago; however, ADRBO found no record of this request. ADRBO also identified that an individual cannot be removed from a jointly held account; the account would need to be closed.
OMB-21814-0123TD Bank GroupEstate department allegedly transferred ownership of accounts to improper beneficiary.NoneDeclined to make a finding about the propriety of the Estate Department’s transfer of ownership of the Estate accounts as the matter was pending before the Quebec Superior Court of Justice and to do so would pre-empt a to-be-adjudicated issue that is before the Court.
OMB-21938-0123TD Bank GroupIntercepted e-transferNoneThe lost e-transfer appeared to be, on a balance of probabilities, the result of user error. The Complainant appeared to insert incorrect recipient information into the Bank’s online system, which resulted in a loss of the funds.
OMB-22156-0123Royal Bank of CanadaReimbursement for credit card charges.NoneComplainant did not safeguard PIN as required by the Royal Bank credit card agreement. Complainant reported the card stolen but did not do so until after all the disputed transactions had occurred.
OMB-22207-0123Royal Bank of CanadaComplainant alleged that fraudulent charges had been made on her credit card.NoneThrough reviewing the evidence at hand, it was apparent that the Complainant had reported a number of charges as fraudulent on different occasions over an 8 month period. Furthermore, it was evident that all of these transactions were made from the Complainant’s home IP address and personal device. As a result, ADRBO found that the Complainant had failed to properly protect her credit card information, which contradicted the terms and conditions of her account.
OMB-22405-0223TD Bank GroupDisputed TransactionNoneThere was no evidence that the Bank was responsible for the disputed transaction where the card and the correct PIN were used.
OMB-22577-0123Royal Bank of CanadaAlleged that Bank error led to airline tickets not being purchased.After discussions with the bank, they agreed to pay the Complainant compensation in the amount of $686.81.The Complainant’s initial flights were cancelled, at which point she stated that she had spoken with RBC Travel who confirmed new flights had been booked for her. However, upon arriving at the airport, she was advised the tickets had not been booked and therefore she had to book them herself, incurring additional costs. Upon reviewing the available information, ADRBO was able to evidence the Complainant’s recollection of events and confirm that she did incur additional financial costs.

FILEFinancial InstitutionNature of ComplaintCompensation/Other RecommendationsReasons
OMB-18326-0622National Bank of CanadaClaim that Bank failed to follow investment instructions.Cancel the subject GIC for $69,655.17 and Bank pay the Complainant acrrued interest as if the appropriate GIC 3-month interest from 18 January 2021 to present had been paid.Based on the fact that the Bank was not able to provide any notes relating to the instructions received from the Complainant, the Investigator accepted the Complainant’s story. Also the Investigator found it difficult to accept that after two 3-month GIC rollovers, the Complainant would radically change her approach to investments without some clear line of instructions to the bank to that effect.
OMB-19406-0822Royal Bank of CanadaClaimed that promotional offer to transfer mortgage was not honoured.NoneThe Complainant was approached by the bank with a promotional offer to transfer her mortgage from another bank. The issue that arose was whether the bank would cover the Complainant’s prepayment charges. ADRBO was satisfied that the bank did not commit to cover this.
OMB-19802-0922Bank of Nova ScotiaFailure to approve mortgage and deposit sale proceeds in timely fashion.$7,500 plus letter acknowledging and apologizing for errors.Complainant sustained loss as a result of the Bank’s failure to properly process a mortgage application in time for closing and failure to promptly deposit closing funds to the Complainant’s account. The Bank had offered compensation of $7,500 as a goodwill gesture to cover the loss.
OMB-19887-1022TD Bank GroupBank would not pay Complainant the proceeds of an investment.Bank should pay Complainant $1,000 as a goodwill gesture.Due to inexperience with estate matters, a bank employee misinformed Complainant who was estate executor that she was named as beneficiary on a non-registered investment in the name of a deceased customer. The investment was not eligible for beneficiary designation and the bank could not find any beneficiary designation form in its records. The bank’s error did adversely affect Complainant resulting in a goodwill gesture payment offer.
OMB-20397-1122TD Bank GroupAllegation that cheque was improperly cashed.NoneComplainant claimed that she did not cash cheque and that cheque was accidently shredded but it was in fact a different cheque that was shredded. Cheque was cashed and transaction was verified by PIN. Customers are responsible for care and control of card and PIN.
OMB-21232-1222TD Bank GroupComplainant seeking reimbursement for wire transfers.NoneComplainant authorized several wire transfers to an investment company in accordance with instructions provided by a fraudster. As the Complainant authorized these wire transfers, the bank was not liable for any of the losses by the Complainant.
OMB-21450-1222TD Bank GroupComplainant seeking reimbursement for wire transfers.NoneComplainant authorized several online payments to an investment company, in accordance with instructions provided by a fraudster for the purchase of cryptocurrency. Since the Complainant authorized these payments there is no liability for the bank to reimburse him for his losses.
OMB-21508-1222TD Bank GroupUnauthorized TransactionsNoneThe Bank’s information showed that the Complainant’s device was used to initiate the transfers, with appropriate credentials and IP address and other indicia consistent with the Complainant. The Complainant was not able to provide evidence that would suggest problems with device that would suggest some type of remote access software.
OMB-21679-0123Royal Bank of CanadaFraudulent Interac transfer from business account.None The Bank has detailed records showing that the transfer originated with the Complainant’s credentials on his device. On the other hand, the Complainant has only his stated habits and beliefs that no one else accessed his device.
OMB-21990-0123National Bank of CanadaComplainant claims not to have received emails from Bank about CEBA loan.NoneComplainant received CEBA loan from Canadian Government. Subsequent Government audit revealed Complainant didn’t meet program eligibility criteria. Bank notified Complainant by email about possibility of reapplying under different stream. Bank sent several emails to Complainant who claims not having received them. Emails sent to correct email address; no undeliverable message notice received by Bank. Emails considered to have been delivered and received by Complainant once sent.
OMB-22074-0123National Bank of CanadaComplainant alleged that the bank mismanaged his accounts.NoneADRBO found that the bank had erred with regards to underfunding the Complainant’s business loan, failing to withdraw the interest-only payments for a 6-month period and then failing to withdraw the full monthly payment for 3 months. However, ADRBO found that the Complainant also had a responsibility to monitor his accounts. Furthermore, there was no evidence that any of the errors had any real financial ramifications and all fees were refunded.
OMB-22080-0123Bank of Nova ScotiaBank advice led to improper payment of deceased husband’s debt.$3,735.57The Complainant made payments to her late husband’s line of credit for 31 months after he died, even though she had no legal responsibility for his debt. The Complainaint improperly drew from the account after her husband’s death, and failed to inform the bank for more than a year that her husband had died. After learning of the client’s death, bank personnel improperly advised the Complainant to continue making payments and did not follow internal policies. The bank should not be held responsible for payments made to the account before they learned the client was deceased. The bank should refund 80 per cent of the payments improperly made to the account after the bank learned of the client’s death.
OMB-22091-0123TD Bank GroupMortgage Interest Rate DisputeNoneThe Complainant applied for new home construction financing and said the Bank provided a higher mortgage rate than it had agreed to provide due to a short delay in closing. The rate increase was not actually caused by any delay in the closing. The rate was higher because the Bank’s prime lending rate upon which the variable rate was based had increased. The Complainant had in fact received the discount from prime that he bargained for.
OMB-22157-0123Royal Bank of CanadaComplainant did not receive Bank draft sent by bank via Canada Post.$16,870.11 plus interest charges on her Avion VISA card from November 1 until resolution.The Complainant is a disabled senior citizen who was unable to access her mailbox on her own. The Bank forwarded a draft for $16,870.11 which was not received. Complainant was also unable to attend the Branch on her own. Bank to refund her money electronically plus interest charges upon receipt of a signed bond of indemnity limiting her liability.
OMB-22177-0123Bank of Nova ScotiaBank allegedly failed to give notice of change to loan payment date.NoneThe bank did not err when it mailed the notice of the change of the loan payment date to the Complainants’ address on file that did not contain a PO box. The bank gave sufficient notice of the change to the loan payment date when it sent the notice to the address the Complainants provided to the bank. The bank was permitted to remit reports to the Credit Bureau that concerned the Complainants’ late payments of their loan and to charge interest on the loan balance in arrears plus other fees.
OMB-22314-0223TD Bank GroupFraudulent e-transfers from accountNoneThe bank accepted that a scam might have been involved, but that does not establish that the bank should bear the loss, as the bank was found to have done nothing wrong. Data demonstrated that the Complainant’s social media were breached and phone was used to make the transactions; the Complainant was responsible for keeping these safe, secure and confidential.
OMB-22345-0223TD Bank GroupComplainant was defrauded by e-transferring funds as part of a scam.NoneComplainant initiated transfers in question himself. There was insufficient evidence to hold the bank responsible.
OMB-22656-0223Bank of Nova ScotiaFraudulent cheque cashed by the Complainant.NoneComplainant received a fraudulent cheque from an organization which he cashed at the bank and subsequently sent an EMT to this organization. The cheque was found to be fraudulent a day later and the organization never existed. The liability rested with the Complainant and therefore the bank was not responsible for reimbursing the Complainant for his losses.
OMB-22820-0323Bank of Nova ScotiaComplainant claims he did not approve TFSA asset transfer.NoneComplainant claimed that he did not approve the transfer of his TFSA assets to investment firm. Bank documents showed his electronic signature on the transfer documents. Money was exchanged between the bank and investment firm over the previous two years which included transfer of funds back into the Complainant’s bank account.
OMB-23003-0323Royal Bank of CanadaComplainants state that the bank had failed to refund their flights.NoneDuring the course of the investigation, the Complainants were fully refunded. Although ADRBO noted a short delay in issuing the refund request to the airline, the bank did request monthly follow ups thereafter. Given that it is bank policy to await the refund from the airline before issusing a refund to the client, ADRBO concluded that there was not a great deal more the bank could have done to expedite this process.

FILEFinancial InstitutionNature of ComplaintCompensation/Other RecommendationsReasons
OMB-17396-0422Royal Bank of CanadaCommunication re mortgage renewal rate hold date.Reimburse the Complainants $1344.51 which is the amount paid on March 4, 2022 when no signed renewal was received by the maturity date.As it is not possible to determine how much of a loss occurred, recommendation is based on what would seem fair in these circumstances which is that RBC provide some compensation to the Complainant for the delays and unclear communication. As a result of the bank’s actions, the Complainants found themselves having to accept a mortgage rate higher than what was first offered by RBC for the renewal.
OMB-19732-0922Bank of Nova ScotiaProvision of advice regarding mortgage and prepayment penalty.NoneNo evidence to support a finding that a Bank error occurred.
OMB-19584-0922TD Bank GroupDisputed TransactionsNoneComplainant disputed transactions on his account and alleged they were conducted by someone else. The Bank’s records show all transactions were properly authenticated using the Complainant’s banking credentials. The Complainant breached the care and control requirements of his banking credentials and either authenticated the access to his accounts himself or facilitated access to the secure codes sent to his cell phone, to someone else.
OMB-20472-1122Royal Bank of CanadaMortgage rate dispute and poor customer service.$1,000.00The Complainants did receive poor customer service from the financial advisor. The Bank did acknowledge the poor customer service. Although the Complainants went to another institution for their mortgage, the amount suggested as compensation is roughly in the range of one month of payments on their mortgage.
OMB-21070-1122Bank of Nova ScotiaInformation regarding conversion from a variable rate to a fixed rate.NoneNo evidence that rate quoted would remain open for acceptance and the Complainants did not accept the offer in a timely manner.
OMB-21189-1222Royal Bank of CanadaComplainant alleged Bank was negligent in paying fraudulent cheques.NoneComplainant sought $50,000 from Bank in damages ($18,445 reimbursement for fraudulent cheques and $31,555 in moral damages, lost profits and lost business opportunities) for allowing fraudulent cheques to clear business account and for transferring funds from his line of credit. Complainant was fully reimbursed by Bank for all fraudulent cheques including interest costs and service charges. Bank took appropriate steps once it was advised of stolen cheques on Complainant’s business account.
OMB-21431-1222TD Bank GroupComplainant believed TD agreed to limit Complainant’s liability for a scam.$5,027.32The limited information available weighed in favour of the Complainant’s understanding of what TD agreed to. Delays on the part of the bank had limited the available information.
OMB-21774-0123TD Bank GroupWire transfer fraud$49,500.00Complainant instructed Bank to wire funds to another FI. Bank did not explain to Complainant that the written instructions she provided instructed the funds to be credited to a 3rd party at the other FI, not to the FI itself. Bank employee who made the transfer understood the Complainant intended to send the funds to the other FI and failed to recognize the significance of the “Wire Recipient” information. Recipient was a fraudster. Bank and Complainant were equally responsible for the loss.
OMB-21823-0123TD Bank GroupComplainant claimed to be victim of fraud.NoneThe Complainant appeared to sustain a loss due to a series of fraudulent transactions with a third party investment company that did not involve the TD Bank Group.
OMB-21850-0123TD Bank GroupCustomer did not receive the quoted interest rate on his new mortgage.$9,300.39Complainant was quoted mortgage renewal interest rate of 3.09% in March, 2022. Advisor mistakenly failed to secure the rate and when Complainant returned in July, rate was 4.64%. Difference in interest over life of the mortgage was $18,600.78 but was split between the Bank and Complainant because Complainant failed to submit requested paperwork on time.
OMB-21936-0123TD Bank GroupClearance of duplicate cheques and timely of return of duplicate cheques.Bank to pay the Complainants $2,650.75The bank did not err when it allowed for the clearance and negotiation of the duplicate cheques in the form of an Image that was transmitted to it for negotiation by the Capturing Bank. The Complainants failed to timely notify the bank of all the duplicate cheque debit transactions that they sought to be reimbursed for. The bank erred when it did not accurately reimburse the Complainants for the duplicate cheques that it debited from the entity’s account within the 90-day return period.
OMB-21954-0123Royal Bank of CanadaAlleged that mortgage did not renew on agreed terms.NoneComplainant signed a short term, low interest rate mortgage renewal agreement in the nature of a consolidation of debt mortgage shortly before the existing mortgage term expired. Before expiry of the short term renewal, Complainant renewed the consolidated mortgage for a longer term at a higher rate. There was no evidence the bank agreed that the short term renewal or the second renewal should have been for a longer term at a lower rate as alleged by Complainant.
OMB-22071-0123Bank of Nova ScotiaInformation regarding conversion from a variable rate to a fixed rate.NoneNo evidence that rate quoted would remain open for acceptance and the Complainants did not accept the offer in a timely manner.
OMB-22126-0123Royal Bank of CanadaComplainant felt vehicle was improperly repossessed.NoneThe Complainant did not comprehend how the automated withdrawal system worked even though she had defaulted previously more than once. During the crucial month she had deposited sufficient funds to cover the usual two payments but because she had missed a payment the previous month she needed enough funds for three payments. The bank proceeded correctly.
OMB-22161-0123TD Bank GroupUnauthorized etransfer from mobile app.Recommend that TD apologize to the Complainant for the service delays in relation to his claim and appeal, but no compensation.TD investigated the circumstances surrounding the disputed transaction and concluded that the request for reimbursement should be declined. There is no evidence to support that TD made any errors, therefore no basis to recommend that the bank reimburse the Complainant for the disputed transaction. However TD did not meet the 14-day service level agreement that was communicated to the Complainant.
OMB-22175-0123Royal Bank of CanadaAuthorized credit card purchase dispute.NoneThe bank did not err when it allowed the disputed purchase to be processed to the credit card account notwithstanding that the amount of the purchase exceeded the credit card account limit. The bank did not err in the manner in which it handled the Complainant’s dispute before the VISA Dispute Resolution Management arbitrator, including the category of the dispute claim the bank selected. The bank’s interactions with the Complainant did not amount to a breach of the Code of Conduct for the Delivery of Banking Services to Seniors by not allocating a single representative of the bank’s disputes department to interact with the Complainant.
OMB-22379-0223TD Bank GroupAlleged unreasonable delay in processing mortgage application.NoneDelays in processing the mortgage reflected communication difficulties between the bank and the Complainants’ mortgage broker. The first delay and a delay in the appraisal were both due to clerical entry errors by the broker. Communication difficulties between the broker and the bank exacerbated the second delay, but did not cause it. Therefore, unfortunately, neither the bank nor the Complainants were the cause of the delays.
OMB-22523-0223Royal Bank of CanadaThe Complainant wanted to be reimbursed $12,000 for alleged fraud.NoneFunds were taken from the Complainant’s account by a third party who was unknown to the Complainant and who did not have permission to make pre-authorized withdrawals. However, the account holder did not notify the bank promptly of the alleged fraud and therefore did not meet the 90-day deadline for restitution through Payments Canada.
OMB-22535-0223TD Bank GroupFraudulent cheques cleared on account.NoneMultiple cheques were well past the 30-day window for the Complainants to review their records and report issues to the bank. Although the Complainants informed the bank about one cheque within the 30-day window, the funds could not be recovered from the third-party bank, and the bank is not responsible for forged cheques unless a customer could prove they exercised reasonable care. The Complainants did not examine their records over a long period of time.
OMB-23086-0323TD Bank GroupSeeking reimbursement for 2 unauthorized e-transfers.NoneEvidence suggests that the Complainant likely did not take proper care of the security of their access card number, password and/or device used for online banking.
OMB-23121-0323Bank of Nova ScotiaBank should pay line of credit advance.Bank should amend mortgage to include line of credit advance and refund some interest paid on the line of credit.Complainants claimed bank miscalculated the proceeds from Complainants’ home sale. A lower mortgage left a difference paid on closing from a line of credit advance. Complainants requested the bank absorb the amount drawn from the line of credit. The bank agreed to add the line of credit advance to the new mortgage at the same interest rate and refund some line of credit interest, resulting in the same mortgage terms as if the bank had not made the miscalculation.
OMB-23130-0323TD Bank GroupComplainants invested $150,000 with fraudsters by Bank wire transfer.NoneComplainants believe the Bank made it too easy to transfer large sums of money and that the staff did not do appropriate due diligence. As such, they believed TD had some responsibility for their losses. There was no evidence that the Bank made any errors or violated its policies and procedures.
OMB-23601-0423TD Bank GroupBank allegedly misinformed in sending e-transfer to fraudsters.$1,000.00The Complainant sent the e-transfer in question, but evidence made clear that he did so in reliance upon information that TD phone agents gave him, which turned out to be inaccurate. Audio recordings of the phone calls made clear that bank representatives gave inaccurate information to the Complainant, who detrimentally relied on what they told him. The transcript of the call was clear, and the bank agents’ information was patently wrong.
OMB-23611-0423Royal Bank of CanadaComplainant was not provided with employee interest rate.The bank re-extended the offer to reimburse the difference in interest charged for 45 days.Although the Complainant was not receiving RBC’s lower employee interest rate on her line of credit, the bank only automatically applied this rate to credit agreements initiated after the new rate was extended to employees in 2018. The bank had no internal policy that this rate be applied to existing credit agreements. As a result, ADRBO found that the bank did not have to reimburse the Complainant for the additional interest charged since 2018.
OMB-23890-0423Royal Bank of CanadaBank alledgedly withdrew funds from account without consent.The bank re-extended the offer of a $50 gift card.ADRBO confirmed that the withdrawals from the Complainant’s account to purchase additional mutual funds were in accordance with a signed agreement. ADRBO did find that the Complainant’s Financial Advisor failed to respond to the Complainant’s enquiries in a timely manner after the Complainant noted that his account was overdrawn; however, ADRBO found that this did not result in a financial loss to the Complainant.

FILEFinancial InstitutionNature of ComplaintCompensation/Other RecommendationsReasons
OMB-17444-0422TD Bank GroupComplainant alleged that Bank didn’t protect him from fraud.NoneNo fault was found on the part of TD Bank Group. TD’s fraud department had thorough mechanisms in place to verify if transactions were fraudulent. The withdrawals were found to have originated from the Complainant’s device, and there was no evidence of remote access. There were also no password resets.
OMB-18540-0722Royal Bank of CanadaAlleged improper variation in line of credit interest rate.up to $150Complainant says he was not advised that interest rate was variable. Variation is set out in the contract, but he did not read it carefully. No liability found on the part of RBC, but given the circumstances, a small goodwill payment was recommended.
OMB-20492-1122TD Bank GroupComplainant alleged that Bank didn’t protect him from fraud.NoneNo fault was found on the part of TD Bank Group. The Complainant’s PIN was recorded in the “notes” portion of his tablet. His PIN was related to his name. The Complainant was therefore not in compliance with TD’s Cardholder and Electronic Financial Services Terms and Conditions.
OMB-21432-1222Royal Bank of CanadaReimbursement of approximately $30,000 in false credit card charges.$1,019.66Bank should have made the Complainants aware they could dispute past charges, but unclear if Complainants would have done so, and significant issues would have made success uncertain. Also most charges were beyond the required timeframe to dispute charges.
OMB-21493-1222TD Bank GroupFraudulent withdrawals from account using stolen blank cheques.Complainants to be compensated for all but 1 of 16 fraudulent transactions.The Complainants fulfilled their obligation to keep their cheques in a secure place and reported the fraud within the 30 days of all but 1 transaction, as required by the account agreement.
OMB-21801-0123TD Bank GroupUnauthorized e-transfer from mobile app.NoneThe bank investigated the circumstances surrounding the disputed transaction and concluded that the request for reimbursement should be declined. There is no evidence to support that the bank made any errors, therefore no basis to recommend that the bank reimburse the Complainant for the disputed transaction.
OMB-22019-0123TD Bank GroupFraudulent transactions through bank account.NoneComplainants alleged that the bank’s security system failed to detect and block fraudulent financial transactions that passed through the account which on a balance of probabilities, was due inadvertently to the lack of care and control of the device used.
OMB-22060-0123Royal Bank of CanadaAlleged that Bank failed to timely deliver an RRIF receipt as annuitant.$360 goodwill gestureThe bank was not responsible for any losses incurred due to income tax deductions having not been properly claimed on the Complainant’s tax return when initially filed. The delivery of the RRIF receipt by the bank was not required to claim a reduction in her taxable income. Any error that was made to claim a deduction against her taxable income may lie with the accountant. The bank’s goodwill gesture of $360 was sufficient to offset any out-of-pocket costs the Complainant may have incurred.
OMB-22265-0223Royal Bank of CanadaCredit card fraudNoneThe Complainant claimed that she did not perform some transactions on her credit card and believes that the bank should have done more to protect her and should have warned her about the transactions. The Complainant acted contrary to the credit card agreement by failing to report immediately that the credit card was lost or stolen or that she suspected someone else was using her credit card. There was no error by the bank.
OMB-22464-0223TD Bank GroupComplainant lost $36,000 to a fraudulent investment scheme.NoneComplainant sought compensation for $36,000 he invested in a fraudulent investment scheme. He believed the Bank should bear some responsibility for allowing these transactions to be processed. Bank followed all policies and procedures so not culpable in any way for the investments.
OMB-22620-0223Bank of Nova ScotiaMortgage prepayment penalty dispute.NoneComplainant’s mortgage auto-renewed into a 6 month fixed term as no renewal instruction was given to Bank. Complainant was rate shopping and ultimately went with another financial institution. Mortgage was subsequently transferred out post auto-renewal and a prepayment penalty was assessed. The investigation showed appropriate renewal and penalty disclosure and appropriate communication with Complainant.
OMB-22677-0223TD Bank GroupReimbursement for $10,000 paid out in an investigation fraud.NoneThe Complainant likely did not fulfill her responsibilities for confidentiality and security of their account information and online banking device. There was insufficient information to reach a reasonable conclusion on whether bank employees likely asked the Complainant questions about the purpose of the transactions and the Complainant’s comfort level.
OMB-22718-0223Bank of Nova ScotiaBitcoin investment scam.NoneThe Complainant explained that he clicked on an advertisement in October 2022 which was about investing in Bitcoin and making large returns. Once he had entered his information on the site he was contacted immediately by a representative of the company, who convinced the Complainant to begin investing. When the Complainant wanted to withdraw funds, his access to the site was closed down and his funds were unavailable. The Complainant felt that the bank should have done more to protect him from this scam. However, the Complainant did not ask any advice before starting to invest and all of the Bank’s procedures were properly followed. According to the applicable agreement, the Complainant was responsible for the transactions.
OMB-22753-0323Bank of Nova ScotiaComplainant fell victim to cryptocurrency scam.NoneComplainant authorized several online payments for the purchase of cryptocurrency, which Complainant later realized was a scam. Since the Complainant authorized these payments there is no liability for the bank to reimburse him for his losses.
OMB-22787-0323Royal Bank of CanadaMortgage structure disputeNoneThe Complainant disputed the manner in which her mortgage was structured. She wanted a single mortgage segment with a single payment and a fixed rate. She ended up with two mortgage segments, one fixed rate and one variable rate, with different maturity dates and separate payments. Although the Bank might have done a clearer job explaining the effect of porting her previous mortgage and the timing of combining mortgage segments, she received the exact mortgage she agreed to and signed for.
OMB-22842-0323TD Bank GroupDelays in fund transfers caused investment advisor to lose payments.Re-extension of bank’s $3,716.30 offerComplaint that delays in fund transfers caused financial advisor to lose deferred sales charges (“DSC”) because they were outlawed June 1, 2022. Bank followed all policies; DSCs not compensated. A delay in one fund transfer did lead to a decline in Complainant’s portfolio and Bank offered goodwill gesture of $3,716.30 to make Complainant whole.
OMB-22884-0323Royal Bank of CanadaHold on proceeds of consolidation loan.Interest on loan proceeds which were withheld in the amount of $614.07.Complainant accepted RBC’s offer of a loan, secured by a charge against his residence, to consolidate his unsecured debt on a credit card and line of credit. The loan was approved but part of the funds were withheld. RBC unreasonably charged interest on the funds which it did not release to the Complainant.
OMB-22936-0323Royal Bank of CanadaFlight booked using rewards points cancelled through bank error.$1,591.31When the Complainant asked RBC to change the date of a flight booked through Avion points, the flight was inadvertently cancelled instead. The Complainant waited two weeks for RBC to resolve the problem, but then, a week before the sceduled departure, purchased a replacement ticket. The compensation reflects the cost of the replacement ticket.
OMB-22961-0323Royal Bank of CanadaComplainant stated that an e-transfer never reached the recipient account.NoneAlthough it is clear that the e-transfer in question was debited from the Complainant’s account and then failed to be deposited into the recipient’s account, the bank was able to evidence that the funds had been received by the recipient institution and therefore it would not be reasonable to find the bank responsible for the missing funds.
OMB-22968-0323TD Bank GroupReimbursement for $28,000 paid out in an investigation scam.$4,000.00TD employees who assisted with 2 withdrawals should have asked questions about 3 unusual transfers from the Complainant’s line of credit. It is not clear if such questions would have led the Complainant to avoid further loss, or if the Complainant would have continued to pay out funds despite such questions.
OMB-22988-0323TD Bank GroupClaim that bank errors prevented Complainant getting a Visa refund.NoneThe Complainant did not establish that she was entitled to a refund nor did she establish that bank errors prevented the processing of her refund request.
OMB-23116-0323Royal Bank of CanadaBitcoin investment through transfers to a fraudulent party.NoneThe Complainant explained that he clicked on an advertisement in October 2022 which was about investing in Bitcoin and making large returns. Once he had entered his information on the site he was contacted immediately by a representative of the Bitcoin company, who convinced the Complainant to begin investing with them. When the Complainant wanted to withdraw funds, his access to the site was closed down and his funds were unavailable. The Complainant believed that Bank should have done more to protect him and sought reimbursement of the lost funds. Complainant was warned about transfers, but Complainant chose to proceed with transactions. Complainant authorized transactions and bank procedures were appropriately followed.
OMB-23272-0323Royal Bank of CanadaFraudulent activity on account.NoneNo evidence of any error by the Bank in relation to the disputed transactions.
OMB-23425-0423TD Bank GroupAlleged misrepresentation re: GIC interest rate.NoneComplainant purchased 3-year GIC, believing the rate would be 6.39%. Bank documents only assured a guaranteed return of 2.0584%. Bank advised two components to GIC – guaranteed return based on annual rate, and a non-guaranteed aspect based on the growth in two market indices, calculated upon maturity, up to maximum 15% return. Evidence did not establish that bank representative misrepresented the GIC – likelier that Complainant misunderstood information presented.
OMB-23787-0423TD Bank GroupMiscalculation by MMS of net proceeds upon completion of deal.Re-extension of of bank’s $2,000 offerReasonable steps taken to address unintentional error.
OMB-23939-0423Bank of Nova ScotiaComplainants alleged that the bank failed to renew mortgage when requested.Bank to re-extend offer of a fixed 5-year agreement at 4.99%ADRBO did find that the bank failed to respond to the Complainants in a reasonable timeframe and did have numerous technical issues, which led to the Complainants being put in a less advantageous position. However, ADRBO was not able to evidence that the Complainants requested to renew their mortgage as early as they had alleged. Furthermore, there was no evidence that the rate the Complainants had wanted was ever offered to them.
OMB-24155-0523Royal Bank of CanadaLower mortgage rate request due to wrong info from Bank advisor.$9,086.21Complainant signed a variable rate mortgage in March 2022 and was promised payments would remain stable. Prime rate increases meant bigger payments. Financial advisor did not point out trigger clause in mortgage contract and Complainant did not read document before signing. Increases to date totaled $9,086.21 to be borne 60-40% by Bank – Complainant.
OMB-24348-0523Bank of Nova ScotiaComplainant alleged that items were stolen from his Safety Deposit Box.NoneThe bank had adhered to all of the procedures that are in place, with the exception of having had a damaged key repaired in 2016 as opposed to replacing the locks. However, given the amount of time that has elapsed since this error and the fact that none of the employees involved with the key repair are still with the branch, ADRBO found that there was no reasonable set of circumstances which would have allowed either a bank employee or customer to have accessed the Complainant’s Safety Deposit Box.
OMB-24512-0623TD Bank GroupFraud involving the deposit of cheques by a third party.NoneThe Complainant entered into a loan agreement with a private lender who required her to provide her login credentials in contravention of the Financial Services Agreement held with the bank.

FILEFinancial InstitutionNature of ComplaintCompensation/Other RecommendationsReasons
OMB-21622-0123Royal Bank of CanadaAlleged that Bank should amend mortgage terms.NoneComplainant claimed they signed a mortgage renewal for a fixed closed term, not a fixed open term, and the bank should refund the interest rate difference paid for almost 5 years. ADRBO determined a renewal was likely signed as claimed (document lost by bank) but Complainant was given cost of borrowing disclosure / account statements which stated mortgage was for a fixed open term. Complainant is deemed to have accepted the fixed open term. Bank is not required to amend mortgage terms or compensate.
OMB-22082-0123Royal Bank of CanadaCommercial Mortgage Interest Rate Dispute$15,000.00Complainant secured commercial mortgage refinancing from another Financial Institution. To keep the business, the Bank asked for an opportunity to provide a better rate. Bank took 6 months to ultimately approve and fund the refinancing, by which time interest rates had increased significantly. Complainant detrimentally relied on the Bank’s representation that it could provide a better rate or at least match the rate offered by the other FI. Bank agreed to pay $15,000 as a goodwill gesture reflecting its significant delay.
OMB-22246-0223Royal Bank of CanadaUnauthorized international wire transfers.$3,480The Bank’s information is that the Complainant’s device was used to initiate transfers. However the Bank’s internal system triggered a hold on September 16, 2022. The hold was not cleared until September 22, 2022 but additional transfers were made on the 19th and 20th. The Complainant should not be responsible for transactions after the hold was generated.
OMB-22453-0223Royal Bank of CanadaFraudulent cash advance on credit card.NoneChip and PIN were used to make withdrawals. There was a delay of nearly two months in reporting the potential fraudulent activity.
OMB-22669-0223National Bank of CanadaComplainant claims she was sold unsuitable investments given her age.NoneComplainant invested in market-linked GICs with guaranteed principal and minimum interest if held to maturity. Investments declined in value due to market volatility. Bank offered to buy back investments at current market value but Complainant refused. Complainant claimed investments were inappropriate for her age and that she was misled about potential returns. Investments were appropriate given the circumstances and there was no evidence of misrepresentation about potential earnings.
OMB-22985-0323TD Bank GroupFraudulent transactions made without authorization.NoneThe Complainant admitted to giving remote access to his accounts to an individual he thought was an Amazon representative. The Bank acted in accordance with its own policies and procedures by closing down the accounts as soon as loss prevention was notified but cannot be held responsible for the Complainant’s actions.
OMB-23457-0423TD Bank GroupComplainant seeking compensation for unauthorized transactions.NoneComplainant was seeking $17,600 plus interest for unauthorized transactions on her line of credit and cash advances on her VISA. Fraud investigation showed that there was no point of compromise in the system. Transactions were conducted on approved devices using one-time passwords to the cell phone connected to the account.
OMB-23463-0423TD Bank GroupComplainants alleged they paid for insurance they never agreed to.ADRBO re-extended the previous offer of 2 months’ worth of premiums. This amounted to a combined payment of $1,833.42 for both Complainants.Having reviewed the available evidence, ADRBO noted that the Complainants completed the full insurance application process. This included both an initial interview and a healthcare interview. ADRBO noted that these calls evidenced that the Complainants had consented to apply for the coverage. Given the absence of any evidence to show that the Complainants had refused coverage, ADRBO was unable to recommend a full refund of the premiums paid.
OMB-23542-0423Royal Bank of CanadaBank should pay increase in cost to purchase precious metals.$2,237.57Complainants claimed the Bank unreasonably delayed in reviewing their order to purchase precious metals. ADRBO determined that the Bank took too long to review the purchase request and in the meantime the price of the precious metals increased. The Bank should contribute an amount representing the increase if Complainants make the same precious metals purchase.
OMB-23565-0423Royal Bank of CanadaInvestment with third party.NoneThe Complainant met a woman online to start a relationship. She convinced him to invest in foreign currency through her. $10,000 in USD was transferred in 9 transfers. The money was transferred through wire transfers using his iPhone or iPad. When he tried to withdraw funds he was locked out of the account and the funds were gone. The Bank could not stop the transfers as they were done online. The Complainant did not ask for any advice from the Bank. Recipient of transfers was a known fraudulent entity, which fact could have been discovered by the Complainant on the internet. The Bank did nothing incorrect and is not liable.
OMB-24022-0523TD Bank GroupComplainant requested reimbursement for grandparents scam.NoneComplainant told TD repeatedly the funds were for renovations. There is insufficient information for a reasonable conclusion on whether TD was sufficiently persistent in its questions to the Complainant to raise the possibility of a scam, when the Complainant was not forthcoming about the true nature of the transactions that were occurring.
OMB-24043-0523Royal Bank of CanadaCredit Card complaint requesting Bank cover $1300 cost of cancelled flight.$325.00The Complainant and partner had their flight cancelled. They flew out the next day and returned as per the original iterary. The Complainant alleges that the second flight was paid for by them and that the Bank should re-imburse him. The airline was able to demonstrate the second flight was a re-booking, and the Complainant could not demonstrate the second payment. However, the Bank did give some erroneous information and the process took longer than it should. The recommendation is for $325 compensation.
OMB-24050-0523TD Bank GroupClaim that cash advances on new VISA card number were fraudulent.Re-extension of $200 Goodwill Gesture.There was incorrect information given to the Complainant about the account not being accessible until new card was activated. However, the Complainant had given her son online access to her account including PIN. There was no evidence of fraudulent activity. The Bank had previously offered the goodwill gesture.
OMB-24117-0523TD Bank GroupComplainant alleged his GIC had gone missing.NoneHaving reviewed the available evidence, the bank was able to demonstrate that the balance of the Complainant’s GIC was paid into an account which the Complainant solely held. The funds were then transferred out of the account after a draft, which was in the Complainant’s name, was paid into an account held with a different financial institution.
OMB-24163-0523Royal Bank of CanadaComplainant alleges not receiving any money from ATMs located in Mexico.NoneThe bank conducted a thorough review with the local authorities and those individuals stated that the withdrawals and deposits were balanced on the dates in question and that therefore the money must have been disbursed. The Complainant signed the Personal Deposit Accounts Agreement which outlines account access and use of the account and specifies that the individual is liable when authorizing the use of his card and that he must follow up with the organization which allegedly did not provide the suitable goods or services.
OMB-24197-0523Royal Bank of CanadaDispute over mortgage funding using a line of credit.NoneThis is a dispute over a charge made to a LOC during a real estate purchase. Although the Complainants received the benefit of the funds, they believe they should not have to repay them, as they did not explicitly instruct the Bank to use the LOC for their home purchase. The Bank offered a credit for all interest and insurance premiums paid, but the Complainants, who had not questioned the charge for over a year after it was made, wanted either the debt forgiven or made interest free indefinitely. There was no basis upon which to suggest that the funds they had used should be waived or interest-free as a loan.
OMB-24465-0523National Bank of CanadaComplainant was dissatisfied with investment advice.NoneThe investigation examined the financial advice given by the National Bank to the Complainant. The Complainant discussed his investment options with the financial planner and was informed of his investment deadlines for 2026 and 2027. The financial planner regularly followed up with the Complainant, which was confirmed through documentation and communications. ADRBO recommends that no compensation be granted to the Complainant because he will be able to access his funds when his investment matures.
OMB-24730-0623Bank of Nova ScotiaChargeback request.NoneSeveral of Complainant’s complaints related to entitlements under Air Passenger Regulations, which should be directed to CTA. Bank administered card under license from Amex, meaning it was obligated to follow Amex’s rules. Amex rules were clear dispute had to be initiated within 120 days, and this dispute was deemed initiated on 132nd day. Even if claim was in time, Bank likely would not have initiated dispute about quality of services anyway.
OMB-24738-0623TD Bank GroupAlleged interest unreasonably charged on amounts transferred to solicitor.NoneEvidence clear about what the Complainants instructed bank Mobile Mortgage Specialist – which was not conveyed by bank to solicitor. Solicitor then instructed bank to forward more funds than joint customers wanted. However, evidence satisfactory that obligation was incumbent upon solicitor to obtain these instructions from customers irrespective of whatever information bank provided.
OMB-24748-0623TD Bank GroupSenior citizen complained Bank inappropriately invested his money.NoneDaughter complained her father’s money was invested in long-term GICs despite telling the Bank he needed money to buy a condominium. When he needed the money a short while later, he was penalized for early withdrawals. She sought a refund. Bank produced contracts with father’s signature outlining terms and conditions on the GICs.
OMB-25167-0723TD Bank GroupFraudulent transactionNoneComplainant violated service agreement by allowing fraudster to access personal computer to perform banking transactions leading to the loss.

FILEFinancial InstitutionNature of ComplaintCompensation/Other RecommendationsReasons
OMB-20503-1122Bank of Nova ScotiaBank misled Complainants about required mortgage amount and cost.$15,700 compensation, based on 50% responsibility, for unexpected costs incurred.The Bank knew that Complainants were focused solely on the monthly mortgage payment amount for a new mortgage. The Complainants gave the Bank all the necessary information. The Bank issued a mortgage document, accepted by the Complainants, that had errors in both the principal and monthly payment amounts. The Bank realized the error two weeks before the house closing, forcing the Complainants to accept the significantly higher mortgage, monthly payments and an additional line of credit loan.
OMB-21980-0123TD Bank GroupComplainant sent funds to fraudster who impersonated bank investigator.NoneThe Complainant is liable to the bank for the amount of the loan, which she used to transfer into her crypto asset account. The Complainant initiated the Interac e-transfers of those funds into her crypto asset account, which were then taken by the fraudster. The bank did not err when it allowed the Complainant to increase her Interac e-transfer limits as was requested. The bank did not permit the Complainant to process Interac e-transfers that were in excess of her existing, or increased, rolling daily, weekly, or monthly transfer limits.
OMB-22980-0323Royal Bank of CanadaComplainant alleged terms of mortgage were switched without his knowledge.$346.23The investigation revealed that the Complainant did not fully understand the terms of his mortgage on signing and was not given a copy when he requested it. However, the Complainant did not complain in a timely manner and missed many opportunities to uncover the misunderstanding. Recommendation that RBC and the Complainant share the costs of discharge if the misunderstanding had been discovered at the first annual statement.
OMB-22990-0323TD Bank GroupRequested reimbursement for allegedly unauthorized credit card charges.NoneUnable to identify any reasonable explanation of how the charges could have been done unless the primary and/or secondary cardholder contributed to what occurred.
OMB-23079-0323Royal Bank of CanadaWire transfer amount not received by intendend recipient.$1635The Bank did not meet its high standard of customer service. The Complainant made the transfer in accordance with the Bank’s procedures. She was reasonable in her belief that the funds would reach the recipient. There was no clear indication during the transfer process that this might not happen, or that the Bank might not be held responsible if this were the case.
OMB-23355-0323TD Bank GroupClaim that bank did not protect Complainant from fraud.NoneAt the time the transactions were performed, the Complainant told the bank that he was assisting a friend with medical expenses, as instructed by the fraudster. As the Complainant allowed access to his onlne banking and as TD attempted to vet the transactions and were lied to, there is no liability on TD. All procedures were properly followed.
OMB-23462-0423Royal Bank of CanadaComplaint that mortgage was not changed from a variable to a fixed rate.NoneThe Complainant was offered some rates and said that he would think about the rates and get back to the bank representative. However, he failed to do so. The Complainant also took a long period of time to report his concerns regarding the matter. There was no evidence that the bank erred.
OMB-23663-0423Royal Bank of CanadaMortgage Terms and Prepayment Penalty.NoneThe Complainant’s claim was against the bank for having misrepresented the mortgage terms but the Complainant’s claim against the bank for misrepresentation did not contain the requisite elements to merit compensable damages. The bank was not responsible to reimburse the Complainant for the prior mortgagee’s prepayment penalty. The Complainant was not precluded from initiating a complaint against the bank as the bank did not present or require the Complainant to sign a release prior to the payment of the goodwill gesture funds.
OMB-23925-0423Royal Bank of CanadaFraudNoneComplainant authorized transfers.
OMB-24223-0523TD Bank GroupFraudNoneComplainant authorized transfers in question.
OMB-24393-0523TD Bank GroupComplainant states the bank made an incorrect report to the credit bureaus.NoneADRBO confirmed that the bank had incorrectly reported missed payments on a debt that the Complainant had settled with the bank in 2018. However, ADRBO noted that this issue was not reported to the bank until February 2023, at which point the bank made efforts to correct it (it is now correct). In addition, the bank identified that this matter began after they wrote off a debt of $7,506.16, essentially already “crediting” the Complainant this amount.
OMB-24409-0523Royal Bank of CanadaComplainant said he should not be liable on a Visa credit card debt.NoneComplainant claimed that when he got a Visa credit card, he did so as an “Authorized User” on a relative’s account and therefore felt he should not be responsible for the debt. ADRBO established that when Complainant acquired the card, the bank did not yet issue cards to Authorized Users, but only to Co-Applicants, who are jointly responsible with the Primary cardholder. Furthermore, Complainant received account statements for several years indicating his status to be Co-Applicant. He is therefore responsible for the debt.
OMB-24519-0623Royal Bank of CanadaClaim that misinformation was provided about mortgage payments.$435 Goodwill GestureThe Complainant had the opportunity to review the mortgage documents he signed and ask questions of his legal counsel. The Bank did not meet its high standard of customer service by bringing the trigger rate provisions to Complainant’s attention.
OMB-24605-0623Bank of Nova ScotiaFraudNoneComplainant authorized transfers.
OMB-24627-0623TD Bank GroupReimbursement for 2 disputed e-transfers.NoneThe Complainant likely failed to maintain appropriate security and confidentiality of his banking credentials, appropriate care and control of electronic devices, and/or authorized the disputed transactions.
OMB-24817-0623TD Bank GroupArgued Bank should reimburse part of a mortgage interest rate increase.NoneComplainant claimed bank erred by not ensuring a mortgage renewal interest rate exception would be retained for him. The approved rate exception expired without it being accepted and without any further rate exception requests being submitted. Complainant renewed mortgage at a higher rate than the approved rate exception initially granted. ADRBO found no evidence that bank would ensure the rate exception would be retained for Complainant. The bank is not responsible to reimburse any amount of interest rate increase.
OMB-24843-0623Bank of Nova ScotiaComplainant alleged a number of issues with her credit card.Bank has agreed to issue the client a new card if she wishes.The Complainant listed a number of issues stemming from the fact that her credit card number was not recognized by VISA. This included the card balances not being correctly recorded and misreporting the card on Equifax. ADRBO confirmed that, although there was evidently an issue with VISA being unable to confirm her card number over the phone, there had not been any issues with the balances being reported, nor could ADRBO identify any financial loss or impact on the Complainant’s credit rating.
OMB-24890-0623Royal Bank of CanadaAlleged deficient advice from bank led to being scammed.NoneThe audio and video evidence presented a starkly different picture than what the Complainant described, and contradicted the Complainant’s allegations. Nothing in the evidence established that the bank failed to follow policies or procedures appropriately, and in fact the bank’s staff and systems made several interventions to try to prevent the Complainant from being scammed. He proceeded anyway.
OMB-25037-0623Royal Bank of CanadaLack of notification about account falling into arrears.$645Findings were made against both the bank and Complainants. Therefore liability is shared.
OMB-25190-0723Royal Bank of CanadaComplainant stated he was not provided guidance with regards to fraud prevention.$5,000After a fraudulent cheque was cashed from the Complainant’s account, he stated that he was not provided with guidance as to how to avoid further instances of fraud, which led to further transactions. Although ADRBO was unable to confirm what was discussed during a meeting that was held, there were a number of notes and emails that indicate that the Complainant was advised to close the account. ADRBO also noted that the Complainant had failed to notify the bank of the fraudulent cheque in question for 2 weeks. The bank agreed to re-extend its previous goodwill gesture.
OMB-25514-0723TD Bank GroupTransfer to fraudulent investment company.NoneThe bank was not at fault in processing the wire transaction which resulted in the loss of $30,000.
OMB-25545-0723Bank of Nova ScotiaAlleged increase in mortgage prepayment penalty due to bank delays.NoneAlthough Complainants made efforts to move mortgage by June 2 (ie prior to June 8 Prime Rate increase), fax sent by other financial institution (OFI) was sent to inappropriate address. Information should have been sent through third-party portal used by the five major banks. BNS executed the switch promptly upon receiving the request. Branch representative was not obligated to reply to OFI’s messages.
OMB-25700-0723TD Bank GroupFraudulent charges on credit card.NoneAfter verifying information with the Complainant, it was confirmed that the transactions were not fraudulent.

FILEFinancial InstitutionNature of ComplaintCompensation/Other RecommendationsReasons
OMB-21777-0123TD Bank GroupAlleged that Bank failed to remove a closed credit card from credit report.$1,000ADRBO found that the bank had charged an annual fee for a credit card the Complainant had closed. This led to the card being recorded as a bad debt, which had an effect on the Complainant’s credit rating. Although the initial error was the bank’s, ADRBO confirmed the bank had made numerous attempts to correct this matter; however, Equifax continued to report it as a bad debt. The bank could only follow up on its requests to Equifax to change the report. A $1,000 goodwill payment was recommended, which was $700 more than the goodwill gesture previously offered by the bank.
OMB-22942-0323TD Bank GroupComplainant was a victim of a scam.NoneThe totality of the evidence does not support a finding that the Complainant incurred a loss as a result of TD Bank Group’s actions or inaction.
OMB-23058-0323Royal Bank of CanadaComplainant deposited counterfeit Bank Draft.NoneThe Complainant, an on-line vendor, received an authentic-looking counterfeit draft from a fraudster which he deposited in his RBC account. The draft was for $2000 while the sale was for $500. The fraudster instructed the Complainant to e-transfer the difference to a third party which he did. He expected RBC to compensate him for his loss. The customer was in the best position to detect the fraud and was responsible for the full amount of the counterfeit item he deposited to his RBC account.
OMB-23445-0423Royal Bank of CanadaAsked to be reimbursed for $55,600 paid out in multiple scam transactions.$5,040The bank asked some probing questions but should have asked more. However, the Complainant’s history of behaviour makes it doubtful whether further questions would have led to significantly decreasing the Complainant’s loss.
OMB-23615-0423TD Bank GroupComplainant saught contents of a safety deposit box TD could not locate.NoneComplainant did not remember or have any proof of what he said he held in a safety deposit box; he just believed he at one point had a box. TD had exhausted its efforts to assist the Complainant and ADRBO could not identify any additional steps that TD could take to try to shed light on the situation.
OMB-23800-0423TD Bank GroupVictim of scam withdrew $8000 and paid it to fraudster, then wanted reimbursement.Re-extension of $1,000 goodwill gesture

Bank followed their procedures when the Complainant made the $8,000 withdrawal; therefore, there is no basis to recommend that TD compensate the Complainant for loss. In March 2023, Customer Cares offered a goodwill credit of $1,000, which goodwill gesture is recommended to be re-extended to Complainant.
OMB-23849-0423TD Bank GroupDispute over stop payment instructions.$2,944.42Complainant claimed the Bank permitted six transfers in the total amount of $42,170.17 from a business account despite his instructions to “freeze” all withdrawals and permit only deposits. Bank correctly followed instructions of the authorized signatory it had on file for the account for all but one of the transfers. Bank should reverse the transfer in the amount of $2,944.42 processed after the Complainant had become the authorized signatory and instructed the freeze.
OMB-23995-0523TD Bank GroupFraud$198TD was not negligent in their processing of the debits that were applied to the account and the Complainant failed to comply with her obligations under the Agreement to inform the bank of the unauthorized transactions within 30 days. However, Complainant was entitled to reimbursement for PADs going back 90 days from when Complainant reported transactions. Bank had previously offered $500 goodwill gesture.
OMB-24008-0523TD Bank GroupCustomer service in mortgage renewal.$4,125Complainants required a correction to title for a condo. The closing date changed several times. When the funds were finally forwarded, it did not take into account a prepayment and they received more money than needed. Compensation for prepayment penalty to make another payment, excess interest payments and inconvenience due to a lost cheque. Bank had previously offered $500.
OMB-24180-0523TD Bank GroupFraudulent e-transfersNoneThe possibility of a SIM hijack, web compromise or remote access were ruled out and transfers were authorized with Complainant’s credentials.
OMB-24335-0523TD Bank GroupAccount Fee DisputeNoneThe Complainants failed to timely notify the bank of the erroneous amount of monthly account fees that the bank charged their company’s account over a 12-year period, and in their failure to do so, the Complainants released the bank from any claims for damages they may otherwise have been able to claim against the bank for this error.
OMB-24397-0523Bank of Nova ScotiaMissing $10,000$750Evidence does not support a finding for financial compensation but for non-financial loss.
OMB-24445-0523Royal Bank of CanadaTravel Reward Points$650Goodwill gesture from bank; bank followed its own processes in this matter. The process of cancelling a flight and rebooking using re-credited Rewards points was unreasonably difficult and complicated for the Complainant to understand and follow.
OMB-24515-0623Royal Bank of CanadaAllegedly misled into obtaining an account with monthly fees.NoneADRBO confirmed that the Complainant had converted his account from a free savings account to an account with a monthly fee in May 2020; however, ADRBO further confirmed that the bank had reverted this account back to a free savings account in July 2020. ADRBO was further able to confirm that the fees the Complainant was incurring were a result of completing too many transactions through a savings account.
OMB-24529-0623TD Bank GroupBalance transfer between a CAD account and USD VISA went missing.NoneADRBO found that balance transfers cannot be completed from a CAD account to a USD VISA account. However, TD Bank has provided evidence that the transfer was made and has furthermore provided correspondence with VISA confirming the funds were received by the recipient bank and that there was no evidence of them being returned to TD Bank. ADRBO further noted that TD Bank had made attempts to contact the recipient bank in order to rectify this matter, but had not received a response.
OMB-24898-0623Royal Bank of CanadaVictim of fraudNoneThe evidence does not point to any losses being incured on the Complainant’s behalf as a result of the Bank.
OMB-25004-0623TD Bank GroupUnauthorized e-transfer.NoneComplainant was subject of a cryptocurrency related scam. However, he allowed others to access his device to perform the transactions that led to the loss.
OMB-25062-0623TD Bank GroupReimbursement for etransfer that did not go to intended recipient.NoneThe bank was not responsible for diversion from the intended recipient.
OMB-25143-0623TD Bank GroupAlleged negligent investment advice to risk-adverse Complainant.NoneThe advice was appropriate given performance history of the mutual fund and Complainant had been informed of the risk of loss. While the losses exceeded expectations, the losses resulted from unforseeable market forces.
OMB-25210-0723Royal Bank of CanadaComplaint about rising payments on a variable rate mortgage.NoneComplainant complained that she received poor advice and misinformation and, as a result, she signed a variable rate mortgage which led to increased payments. Recordings and signed mortgage document indicated she had been advised. Bank followed all policies and procedures. No compensation recommended.
OMB-25221-0723TD Bank GroupAlleged that Bank took too long to process estate documents.$4,050 to estate and $2,500 to ComplainantComplainant as estate representative claimed bank took too long to process documents to transfer investments to his control and investments lost money; also the bank caused him personal damages. ADRBO determined bank did take too long and is responsible for a maximum of $4,050 of the investments loss created by the delay, and should pay $2,500 to Complainant for the unreasonable stress, inconvenience and expenses caused during the process. Bank had previously offered $500.
OMB-25239-0723TD Bank GroupClaimed that Bank should commit to lower mortgage renewal interest rate.NoneComplainants were offered a mortgage renewal interest rate open for acceptance to a specified expiry date. Complainants then sent emails referring to a more reduced rate which the bank did not answer. The expiry date went by, rates increased and Complainants claimed the bank’s failure to respond to subsequent emails makes the bank liable to renew at the initially offered rate. ADRBO considered Complainants had adequate opportunity to accept the initially offered rate. Bank is not required to commit to lower mortgage renewal interest rate.
OMB-25312-0723TD Bank GroupAttempt to withdraw funds from LIRA.Re-extension of $1,000 goodwill gestureComplainant completed paperwork required to transfer money from a LIRA into his LOC and credit card accounts. He left for a trip overseas and there was additional paperwork required. This situation caused significant frustration and delay in processing the paperwork, which led to costs. However, goodwill gesture offered by bank exceeded costs incurred. The goodwill gesture was re-extended by the bank.
OMB-25347-0723Bank of Nova ScotiaAccess Card used to withdraw cash advance funds from Line of Credit.NoneWhile overseas, the Complainant activated online banking and made a few purchases. After he returned to Canada, the card was used for many cash advances in the country from which he returned, over a period of several months. As per the signed Agreement, the Complainant failed to protect his card, his PIN, and did not review the LOC statements for several months. Thus he did not notify the Bank of possible fraudulent activity until the LOC was fully drawn.
OMB-25349-0723TD Bank GroupWire instructionsNoneEvidence showed that the Complainants were victims of fraud but there was no bank error.
OMB-25479-0723TD Bank GroupAlleged that ATM didn’t give sufficient credit for deposit.NoneVideo surveillance could not corroborate Complainant’s claim about how much money he was depositing. Complainant did not have receipt from source of funds, did not count the money before getting to the ATM vestibule, and acknowledged that he was relying on the ATM to identify how much he was depositing. Bank’s reconciliation within two days showed a balance of $200, which it credited to the Complainant.
OMB-25519-0723TD Bank GroupFunds transferred to fraudulent investment company.NoneComplainant authorized transfers and verified the authenticity of the transfers. The Complainant was responsible for the fund transfers.
OMB-25533-0723Bank of Nova ScotiaForeign exchange loss on returned wire transfer.$1,837.45The bank’s Global Payments department erred in its internal transfer of money it received back to the Complainant on September 23, 2021. The bank’s subsequent 53-day delay in returning the money to the Complainant led to the Complainant probably incurring a significantly larger foreign exchange loss than he would have incurred had Global Payments’ transfer gone through when initially intended. However, ADRBO cannot address pain/suffering and potential lost investment opportunities.
OMB-25646-0723Bank of Nova ScotiaFraudNoneComplainant authorized transactions directly and nothing presented established a clear duty on the part of the bank that was violated and gave rise to the Complainant being defrauded. Scotiabank’s involvement in the fraud was limited to facilitating the instructions of the Complainant.
OMB-25647-0723TD Bank GroupScam involving Bitcoin.NoneThe Complainant told the scammer the one-time password that was sent to him and was the author of his own misfortune. There was no liability on TD Bank, whose employees followed protocol.
OMB-25876-0823Royal Bank of CanadaComplainant seeking compensation for fraudulent transactions.NoneComplainant requested $40,480 compensation due to fraudulent transactions committed on his kitchen laptop. A computer technician found that software had been installed on the device. No indication that the Bank’s policies and procedures had been violated or its security systems breached.
OMB-26171-0823TD Bank GroupComplainant states a bank error forced him to get a higher interest rate.$3,300.56ADRBO found that the bank had failed to advise the Complainant that his rate request had been denied, the day after the request had been made. Although the Complainant followed up with the bank 3 weeks later in advance of the next interest rate increase by the Bank of Canada, the bank had, a week prior, increased their floor rate. Therefore the Complainant was forced to accept a less advantagous rate. ADRBO found that the Complainant should be reimbursed for the difference in interest between the rate he obtained and the lowest rate available when the initial rate request was sent. Bank had previously offered $2.005.
OMB-26829-0923Royal Bank of CanadaFraud – unauthorized e-transfer.NoneThe Complainant’s IP address was used for the transfer in question, and funds were transferred through the Complainant’s regular device for banking through the use of the Complainant’s banking credentials.

FILEFinancial InstitutionNature of ComplaintCompensation/Other RecommendationsReasons
OMB-20772-1122TD Bank GroupFraud on account; alleged refusal to close account.NoneCustomers are responsible for the care and control of their Access Card and login credentials; Complainant’s failure in this respect contributed to circumstances. Account cannot be closed when it is in negative balance. Although somebody else probably conducted the transactions, bank followed its policies and procedures.
OMB-22488-0223Bank of Nova ScotiaReimbursment for unauthorized international wire transfers$6,000The bank should have initiated security precautions after previous unauthorized online transactions, but did not do so. The Complainant likely did not safeguard the debit card as required and likely provided personal information required for unauthorized activation of online banking.
OMB-23422-0423TD Bank GroupFraudulent/unauthorized transactions on credit card.$18,466.23 with applicable interest paid on this amount.High velocity of transactions following credit card lost/stolen; no information that the use by the thief of PIN was breach by Complainant of agreement; the number of authorization fails were a factor; Complainant acted reasonably until he failed to call Bank after return to hotel.
OMB-23518-0423TD Bank GroupComplainant was a victim of fraud.NoneThe evidence does not point to a financial loss being incurred on the Complainant’s behalf as a result of the Bank’s actions or inaction.
OMB-23520-0423TD Bank GroupClaim that car loan insurance was not agreed to.NoneClaim denied as parties entered into an insurance agreement and Complainants did not exercise their right under the agreement to cancel the policy.
OMB-24103-0523Royal Bank of CanadaClaim that delays and incorrect information led to higher rate on mortgage.NoneThere were no bank errors or unreasonable delays in the process. There seemed to have been some confusion and perhaps miscommunication due to the involvement of so many people in the situation. However this does not constitute an error on the part of the bank.
OMB-24160-0523TD Bank GroupFraud – Grandparent ScamNoneThe bank complied with its Know Your Client and transaction policies and procedures when it processed the requested cash withdrawal transaction. The bank adaquately vetted the cash withdrawal transaction at issue. The bank complied with the principles of the Code of Conduct for the Delivery of Banking Services to Seniors.
OMB-24281-0523TD Bank GroupWire transfer to fraudulent recipient.NoneComplainant was victim of a scam, who likely “spoofed” the bank’s phone number. However, the bank followed its own policies and procedures. It provided evidence that Complainant signed Wire Agreement, and testimonials about what branch staff asked the Complainant. Bank advised Complainant about fraud trends and asked if she knew where she was sending the money. Complainant was intent on making the transfers.
OMB-25010-0623TD Bank GroupAlleged Bank failed to provide requested service in a mortgage renewal.$7,584.12The Complainant asked for a blended mortgage ahead of renewal and was told to wait. Then she was advised to take a variable rate. Bank later offered a fixed rate mortgage exception but she wanted a lower rate. Higher rates led to higher payments and a longer amortization period. A blended mortgage when requested would have averted the situation. Previously offered $1,000 compensation by bank.
OMB-25252-0723Royal Bank of CanadaBank appropriated funds from trust account after fraudulent cheque returned.$5,336.25Between the date the Bank had knowledge the cheque was going to be honoured and the date the reversal was made (4 weeks) the exchange rate changed to the detriment of the Complainant. The Complainant is responsible only for the exchange rate between date of deposit and date the Bank had knowledge that the cheque was fraudulent.
OMB-25459-0723TD Bank GroupBank should reimburse loss from a scam.$5,000Complainant lost over $20,000 in a scam. Amounts were withdrawn over two days from different branches. The individual amounts did not meet the bank’s policy requirement to make further inquiry, however the pattern of withdrawals should have raised further questions by the time of the last two withdrawals. The $5,000 offered by the bank as a goodwill gesture payment is considered sufficient because Complainant could have taken steps to prevent the loss. Previously offered $5000 goodwill gesture re-offered, considered acceptable.
OMB-25754-0723TD Bank GroupReimbursement for etransfers using missing phone.NoneComplainant likely did not keep her phone (used for online banking) and online banking password secure and did not promptly report the phone missing.
OMB-25864-0823Royal Bank of CanadaReimbursement for credit card transactions.$300The bank disputed the transactions and credited the Complainant with the amounts of the successful disputes. The compensation is for significant stress and time incurred by the Complainant when the bank’s dispute process failed to meet reasonable client expectations.
OMB-26037-0823TD Bank GroupAlleged bank errors during the placement of a mortgage product.$2,328.80Bank erred in processing the Complainant’s mortgage application. Recommended compensation marginally higher than $2,300 offered by bank.
OMB-26057-0823TD Bank GroupBank and Complainant misunderstood mortgage port transaction.$92,415.93Both Complainants and Bank’s mortgage specialist misunderstood effect of mortgage port for purchase of new property. Miscalculations meant Complainants had to borrow more money than they thought was needed. Complainants acquired $92,415.93 of additional principal debt which Bank should reimburse because of the Bank’s error, but Complainants should continue to be responsible for higher interest payments on the debt to finance the new purchase due to their own error.
OMB-26122-0823National Bank of CanadaArgued that Bank should pay damages after it cancelled mortgage loan.$9,000Complainant requested bank pay over $50,000 for cancelling an approved mortgage loan after bank realized Complainant did not qualify for the loan. ADRBO agrees the bank is responsible to pay only direct damages resulting from the cancellation, and agrees with the bank’s calculations that the amount payable rounded up to $9,000 is sufficient compensation.
OMB-26442-0923TD Bank GroupAlleged that Bank debited account for unauthorized fees$2,600Complainants moved accounts to a different bank group on a no fees basis. Bank charged fees ($100 per month) for over 7 years. ADRBO considers account agreement language does not apply, but claim is limited by provincial legislation to 2 years of payments. Bank agreed to pay a total of $2,600 in settlement, which includes $600 previously paid by bank.
OMB-26658-0923Bank of Nova ScotiaClaim that bank failed to include accounts in Complainant’s bankruptcy.NoneThe Complainant wanted two debts to be included by the bank in her banruptcy filing but found out that credit bureau still had them as a part of their records. The standard amount of time for erasure of bankruptcy files is up to six years so the bank was merely doing their job by reporting them to credit bureau. The bank also wrote off the amounts owing so the Complainant had no further debt with them.

FILEFinancial InstitutionNature of ComplaintCompensation/Other RecommendationsReasons
OMB-22938-0323TD Bank GroupDisputed Transactions.NoneTransactions were performed using Complainant’s debit card and PIN. There was no evidence of wrongdoing by the bank and Complainant was responsible for transactions based on bank agreement.
OMB-23515-0423Royal Bank of CanadaReimbursement for allegedly unauthorized transactions.NoneComplainant likely did not take reasonable measures to maintain the security of Complainant’s client card, PIN and online banking password.
OMB-23784-0423TD Bank GroupDisputed transaction$750ADRBO found that although the Complainant had not been explicitly given incorrect information, the context of her call with the bank and the information she was given would have played a role in her following a course of action, which left her unable to dispute her credit card transaction. However, ADRBO also found that the chances of the Complainant winning a dispute, given the specifics of her case, was very unlikely. Therefore, ADRBO found the bank to be only partially liable.
OMB-24013-0523National Bank of CanadaBank returned cheque NSF in error.$455.32Complainant purchased existing company and subsequently changed company name. Bank advised Complainant of account held with Bank in previous company name. Bank credited Complainant’s deposits to old account instead of new account in error. Complainant issued $4,000 cheque to Revenue Canada drawn on new account thinking funds were in account. Bank returned cheque NSF in error. Complainant incurred penalties and interest with CRA.
OMB-24345-0523TD Bank GroupAlleged error in interest calculation on mortgage renewal.NoneWhile errors were made in the mortgage renewal agreement and subsequent letter confirming the renewal terms, no compensable loss or damge resulted from those errors.
OMB-24413-0523Royal Bank of CanadaComplainant was victim of investment scam.NoneTransactions were all authorized by Complainant, with no bank error involved. Bank was not responsible based on applicable agreements.
OMB-24439-0523Bank of Nova ScotiaFraudulent EMT$200Bank did not err and is therefore not liable for loss incurred by Complainant. Compensation of $200 recommended for non-financial loss.
OMB-24936-0623TD Bank GroupComplaint that bank failed to protect Complainant from scam.NoneComplainant fell victim to a scam. Someone purporting to be from TD Bank contacted her about her debit card being compromised. She was told to go to a branch and withdraw money from a teller and from an ATM to try and catch a dishonest teller. She then was instructed to deposit the money at a Bitcoin machine, and it disappeared. Complainant gave the fraudsters her one-time password that allowed them access to her accounts and did not comply with cardholder agreement. There were no errors by TD.
OMB-24998-0623TD Bank GroupAlleged that ATM didn’t dispense cash charged to account.NoneEvidence suggested that Complainant received $5,000 from the ATM, and was debited the same amount for it, just not from the accounts she presumably expected. Her ULOC was her ‘Savings’ account for ATM purposes.
OMB-25176-0723Bank of Nova ScotiaComplaint that bank failed to protect them from grandparent scam.$2,500The Complainant is liable for her losses that resulted from her delivery of cash to the fraudsters. However, the bank’s shortcomings in its compliance with certain Principles of the Code of Conduct for the Delivery of Banking Services to Seniors, namely, the failure to mitigate financial harm, and to adequately escalate to the fraud department the Complainant’s report of being a victim of fraud, justify a recommendation that the bank re-extend the goodwill gesture to pay the Complainant $2,500.
OMB-25309-0723Royal Bank of CanadaComplainants seeking refund for two unauthorized withdrawals.NoneIn April 2023, Complainants noticed two unauthorized PADs from November 2022 for $11,957.40 and $177.12 that were routed to a Bank of Nova Scotia account. They requested reversals but were denied as they were outside the 90-day window prescribed by Payments Canada for banks to reverse unauthorized transactions.
OMB-25402-0723Royal Bank of CanadaBitcoin investment fraudNoneComplainant made a decision to invest with the bitcoin company and to transfer funds via etransfer. She confirmed that during the time she sent the etransfers she did not engage in conversation with any bank staff. She became very concerned with the request for more money from the investment company and still chose not to discuss her concerns with RBC staff. She then made the decision to stop sending further funds because she said she realized she was a victim of fraud. Only then did she decide to approach the bank requesting that she be reimbursed for her losses. She believes RBC should have been aware of her etransfers and that they should have questioned the activity. As these etransfers were all within the limits, there were no red flags that would have triggered concern on the part of bank staff. Based on the account agreement, Complainant was responsible for the transactions.
OMB-25841-0823Bank of Nova ScotiaComplainant stated Bank gave him bad advice which resulted in a tax bill.None. However, Bank has offered $2,000 goodwill gesture.Complainant was attempting to transfer funds from one pension to another and instructed the Bank to move some of the money into his RRSP. He did not have enough contribution room and was then taxed on the excess income. Complainant did not consult an accountant prior to these transactions. Bank is not responsible for tax consequences.
OMB-25928-0823TD Bank GroupUnauthorized transactions. $5,826 plus any interestThe Bank failed to keep the account locked after the Complainant’s wallet was stolen in a parking lot. Shoulder surfing a real possibility. An impersonater was able, with information from the wallet, to answer the verification questions when calling the Bank.
OMB-26150-0823TD Bank GroupFraudulent transactions on business account.NoneAfter each time the Bank credited the Complainant for an unexplained transfer, the Bank advised the Complainant to ensure he had appropriate anti-virus software and other means to counter any inappropriate attack. When the Complainant finally installed anti-virus software, thus finally complying with the Digital Banking Agreement, the unexplained transfers ceased. Until then he was not in compliance and the Bank cannot be expect to be responsible for the unexplained transfers.
OMB-26425-0923TD Bank GroupFraudNoneBank not involved in Complainant’s private investments to which loss was incurred.
OMB-26445-0923TD Bank GroupCurrency conversion loss from rejected wire transfer.$520.53Complainant alleged that he was not promptly informed when a wire transfer overseas was rejected. He complained that he then asked the bank to delay returning the funds to his account until the exchange rate improved but the bank only delayed the deposit for two weeks. The bank was liable for the loss caused by the delay in informing the Complainant of the rejected transfer, but not for the subsequent loss incurred when it deposited the returned funds to his account. Bank previously offered $1,000.
OMB-26455-0923TD Bank GroupComplainant alleges that ATM did not disburse funds.NoneADRBO was able to review video footage of the transaction in question and observe that the Complainant did appear to receive the funds. ADRBO also confirmed that the ATM in question balanced after the transaction was made. The transaction in question was made in conjuction with a number of other transactions and therefore ADRBO found that there may have been some confusion on the Complainant’s part as to which transaction had in fact failed.
OMB-26694-0923TD Bank GroupAlleged that Bank failed to pay outstanding car loan.Re-extension of $3225.53 previously offered.ADRBO found that there was an unreasonable delay in paying the Complainant’s outstanding car loan, with the funds obtained through the refinancing of his property. As a result of the 3 month delay, the Complainant was forced to pay both his car loan and the increased mortgage payments. He also continued to incur interest on his car loan. ADRBO found, however, that the bank’s previous settlement offer did account for these costs and the inconvenience that was caused. ADRBO found that the previously offered settlement amount of $3,225.53 should be re-extended to the Complainant, which the bank agreed to maintain.
OMB-26810-0923Royal Bank of CanadaComplainant being held liable for debt incurred after account closure.NoneAlthough the Complainant did close her account before the debit was made that moved the account into overdraft, ADRBO confirmed that bank policy was to leave the account open until the end of the billing cycle. In addition, ADRBO confirmed that the debit was made to correct a credit payment and therefore the Complainant did have use of the funds. Lastly, ADRBO confirmed that the bank had provided sufficient evidence to confirm that they had made the Complainant aware of the debit balance.
OMB-26820-0923TD Bank GroupClaim that Bank did not provide advantageous mortgage rate in timely fashion.Re-extension of $650 previously offered.Although the level of customer service received by the Complainant was not up to the high standards of the Bank, the Bank did not promise the Complainant anything about possible rates other than they would try. The Bank had already offered a $650 goodwill gesture.
OMB-26955-0923Royal Bank of CanadaReimbursement for 2 sets of unauthorized payments from account.$1,331.74Bank contributed to likelihood of the 2nd set of payments by not recommending a replacement card and Complainant contributed to both sets of payments by likely not having reasonable security measures for the Complainant’s devices.
OMB-26958-0923Royal Bank of CanadaComplainant did not receive promised mortgage rate and term.Existing mortgage to be cancelled and new mortgage substituted at promised rate and term.Complainant had been promised a three-year fixed rate mortgage at 4.14%. However, Bank employee entered three months instead of three years into the system. Instead, Complainant signed a four-year fixed mortgage at 5.51%. Bank has offered to reinstate the original terms.
OMB-26966-0923TD Bank GroupEmployment ScamNoneNo finding of a breach of the agreement between the parties by the Bank.
OMB-26968-0923Bank of Nova ScotiaEmployment ScamNoneNo finding of a breach of the agreement between the parties by the Bank.
OMB-27248-1023Royal Bank of CanadaAlleged bank error resulting in interest incurrence.NoneComplainant was informed of interest charges being incurring. Complainant was free to pay down line of credit. No obligation of bank for interest accumulated.
OMB-27271-1023Royal Bank of CanadaPartial and total refunds requested for Visa purchases.NoneBank initially declined the claim as fraud based on Complainant’s information that purchases were allegedly unauthorized. Complainant now claims purchases were authorized but requires refunds as Visa disputes. Visa rules prevent Visa disputes where there has been a fraud investigation.
OMB-27300-1023Royal Bank of CanadaComplainants allege they were provided misleading information re insurance.$3,974.50ADRBO confirmed that the Complainants’ insurance policy did not cover flights that were delayed due to industrial action, as was the case in this instance. However, ADRBO also found that the Complainants were provided with conflicting information when they called their insurer for assistance – information on which they then based their decision to return directly home. As a result, they arguably incurred additional costs in purchasing return tickets. The bank offered to reimburse the Complainants for the cost of the tickets.
OMB-27343-1023TD Bank GroupComplaint about $3200 removed from bank account.NoneThe Complainant went into the bank to withdraw $2200 but was inadvertently credited with a $3200 deposit in error. Removal of $3200 corrected the error.
OMB-27385-1023Royal Bank of CanadaAlleged that mortgage signed by Complainants has incorrect interest rate.NoneComplainants claim their mortgage was supposed to be for a fixed interest rate and, instead, the signed document shows an incorrect variable interest rate. No evidence was found to support the allegation. There were opportunities for Complainants to confirm the interest rate both before and after signing the mortgage document.

Skip to content