Initial Business Response / [redacted] (1000, 5, 2015/05/19) */ The complainant opened a bank account with Canadian Direct Financial (CDF), a division of Canadian Western Bank (CWB)After opening his account, the complainant alerted CDF that cash deposits made at CWB ABMs were being held for an unreasonable length of time CDF looked into the issue and agreed that this was occurring and explained the reason to the complainant--CDF and CWB have separate operationsCWB branches verifying ABM deposits do not have the ability to release holds placed on CDF accounts (holds are generally placed on new accounts)CDF amended its processes to address this process oversightIt apologized to the complainant and thanked him from bringing the matter to its attention The complainant then sent an offensive letter and email to CWB's presidentCWB is an organization that values respectWe treat our customers with respect and expect this respect to be returned by our customersWe viewed the complainant's correspondences as being misaligned with this value and decided to terminate our relationship with the complainantCDF notified the complainant of its decision The complainant disagreed with CDF's decision and decided to elevate his concernsThe complainant's complaints were successively reviewed by CWB's complaint handling staff, CWB's independent ombudsman and finally, an independent dispute resolution body whose involvement in the complaint handling process is prescribed by a financial industry regulatorThe three bodies each reviewed the matter and decided that the complaints were unfounded and CDF had acted appropriately in the circumstances Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/05/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) We treat our customers with respect and expect this respect to be returned by our customer Hardly consider holding customers' cash deposits up for days "respectful" [redacted] No formal apology ever received [redacted] A letter was sent to the CEO advising him of the continual problems, even though I had been assured they would be corrected, they were not, hence the CEO letter [redacted]
Initial Business Response /* (1000, 5, 2015/05/19) */
The complainant opened a bank account with Canadian Direct Financial (CDF), a division of Canadian Western Bank (CWB). After opening his account, the complainant alerted CDF that cash deposits made at CWB ABMs were being held for an...
unreasonable length of time.
CDF looked into the issue and agreed that this was occurring and explained the reason to the complainant--CDF and CWB have separate operations. CWB branches verifying ABM deposits do not have the ability to release holds placed on CDF accounts (holds are generally placed on new accounts). CDF amended its processes to address this process oversight. It apologized to the complainant and thanked him from bringing the matter to its attention.
The complainant then sent an offensive letter and email to CWB's president. CWB is an organization that values respect. We treat our customers with respect and expect this respect to be returned by our customers. We viewed the complainant's correspondences as being misaligned with this value and decided to terminate our relationship with the complainant. CDF notified the complainant of its decision.
The complainant disagreed with CDF's decision and decided to elevate his concerns. The complainant's complaints were successively reviewed by CWB's complaint handling staff, CWB's independent ombudsman and finally, an independent dispute resolution body whose involvement in the complaint handling process is prescribed by a financial industry regulator. The three bodies each reviewed the matter and decided that the complaints were unfounded and CDF had acted appropriately in the circumstances.
Initial Consumer Rebuttal /* (3000, 8, 2015/05/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We treat our customers with respect and expect this respect to be returned by our customer.
Hardly consider holding customers' cash deposits up for days "respectful". [redacted] No formal apology ever received. [redacted]
[redacted]
A letter was sent to the CEO advising him of the continual problems, even though I had been assured they would be corrected, they were not, hence the CEO letter.
[redacted]
Initial Business Response / [redacted] (1000, 5, 2015/05/19) */ The complainant opened a bank account with Canadian Direct Financial (CDF), a division of Canadian Western Bank (CWB)After opening his account, the complainant alerted CDF that cash deposits made at CWB ABMs were being held for an unreasonable length of time CDF looked into the issue and agreed that this was occurring and explained the reason to the complainant--CDF and CWB have separate operationsCWB branches verifying ABM deposits do not have the ability to release holds placed on CDF accounts (holds are generally placed on new accounts)CDF amended its processes to address this process oversightIt apologized to the complainant and thanked him from bringing the matter to its attention The complainant then sent an offensive letter and email to CWB's presidentCWB is an organization that values respectWe treat our customers with respect and expect this respect to be returned by our customersWe viewed the complainant's correspondences as being misaligned with this value and decided to terminate our relationship with the complainantCDF notified the complainant of its decision The complainant disagreed with CDF's decision and decided to elevate his concernsThe complainant's complaints were successively reviewed by CWB's complaint handling staff, CWB's independent ombudsman and finally, an independent dispute resolution body whose involvement in the complaint handling process is prescribed by a financial industry regulatorThe three bodies each reviewed the matter and decided that the complaints were unfounded and CDF had acted appropriately in the circumstances Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/05/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) We treat our customers with respect and expect this respect to be returned by our customer Hardly consider holding customers' cash deposits up for days "respectful" [redacted] No formal apology ever received [redacted] A letter was sent to the CEO advising him of the continual problems, even though I had been assured they would be corrected, they were not, hence the CEO letter [redacted]
Initial Business Response /* (1000, 5, 2015/05/19) */
The complainant opened a bank account with Canadian Direct Financial (CDF), a division of Canadian Western Bank (CWB). After opening his account, the complainant alerted CDF that cash deposits made at CWB ABMs were being held for an...
unreasonable length of time.
CDF looked into the issue and agreed that this was occurring and explained the reason to the complainant--CDF and CWB have separate operations. CWB branches verifying ABM deposits do not have the ability to release holds placed on CDF accounts (holds are generally placed on new accounts). CDF amended its processes to address this process oversight. It apologized to the complainant and thanked him from bringing the matter to its attention.
The complainant then sent an offensive letter and email to CWB's president. CWB is an organization that values respect. We treat our customers with respect and expect this respect to be returned by our customers. We viewed the complainant's correspondences as being misaligned with this value and decided to terminate our relationship with the complainant. CDF notified the complainant of its decision.
The complainant disagreed with CDF's decision and decided to elevate his concerns. The complainant's complaints were successively reviewed by CWB's complaint handling staff, CWB's independent ombudsman and finally, an independent dispute resolution body whose involvement in the complaint handling process is prescribed by a financial industry regulator. The three bodies each reviewed the matter and decided that the complaints were unfounded and CDF had acted appropriately in the circumstances.
Initial Consumer Rebuttal /* (3000, 8, 2015/05/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We treat our customers with respect and expect this respect to be returned by our customer.
Hardly consider holding customers' cash deposits up for days "respectful". [redacted] No formal apology ever received. [redacted]
[redacted]
A letter was sent to the CEO advising him of the continual problems, even though I had been assured they would be corrected, they were not, hence the CEO letter.
[redacted]