Oaken Financial Omdömen 296

Poor customer relations, difficult to get answers, took forever to deliver documents, but finally did get my GIC sorted

I expected immediate status of purchases of GIC's and not waiting days at times to see if they were actually done. At times, I had to send an email with the confirmation codes to ask if the GIC was actually bought.

Great, excellent.

Numerous processing errors, call centre system hangs up on you, wrong information provided, and error not fixed and no response for more than a month:

just a few examples of experience as a customer:

their service rep over the phone advised cashable GIC is not cashable, only the interest portion is cashable, and principal is not

missed out processing redemption request and not fixed for more than a month

when you call, the system keeps you on hold for a long them, then connects to a service survey direct and then hangs up on you

when you email, they do not reply to email for more than a week at least, upto date, still no response

error not fixed and no respect for client

OK , now I have to give them 4 stars. After writing this review, like a miracle, my husbands and mine GIC opened and i got an email.....hurray..
Sometimes it helps to write about and making them think what they could improve.

We opened a TFSA and GIC account in early January, 2022 with Oaken. We completed all the forms and funded the accounts and were told confirmation emails will be sent within 5 business days of the accounts being funded. It's been over 15 business days since they took our money and we have yet to receive any information. We have sent follow up emails, and there's been no acknowledgement nor response. A week ago I finally got to speak to someone after being on hold for over 25 minutes and was told a welcome package will be sent...and we're still waiting. To those considering Oaken, it's not worth the little extra interest if the customer service is not there. The lack of care does not instill trust and confidence in a banking institution.

I had a situation which I needed to discuss with Oaken on January 15/21. I sent a secure message. I phoned on January 17 and spoke to an agent, explaining the problem and they told me to call back on January 19. I tried several times on January 17 and every single day since then until January 25. Each time I received the same message, “Sorry, but we are experiencing telephony problems…..please call back later.” I have now called over 20 times!

I gave them all of my information and they kept asking for more. I called customer service and they could not answer my questions. I gave them my sin number 3 bank account information and they just kept asking for more. I felt like it was a fishing scheme to get more info than they needed. I asked for the people making the rules to call me and was ignored multiple time. Very bad experience and I would not recommend them!!!

For a "mostly online" financial institution, you'd expect prompt responses to enquiries. Yet, it took them more than a week to tell me they hadn't processed my GIC request, and that they needed further info. Then I spent over an hour on the phone with various personnel of theirs to try to decipher what documents they needed (even their personnel weren't sure!). And then, after sending in what they indicated they needed, a month later, I learned they still hadn't set up the GIC, and wanted yet MORE documentation. Seriously! Not worth the hassles and frustration caused by their utter incompetence, and inability to communicate in a timely manner. Get your good rates elsewhere!

The agent was very helpful, instructions were clear, the process went smoothly. Very polite

I have been locked out of my account now for 31 days, I have emailed,calls daily result in the same protocol by their call staff saying they will escalate to the IT department, and someone will call back , still waiting, obviously their IT are 3rd party or their management must have no direction as to what to do , anyones guess. Finally got it going, as was an IT problem , an employee Navine worked for me and was excellent on follow up.Thanks Navine

I found the account opening fairly easy to navigate

my experience with your financial institution is very limited. As I continue to invest with you I will provide more information.

Getting set up can be a little complicated but once you get going all is fine. Since startup, all interactions have been quite positive.

Oaken was always friendly and forthcoming when I called. I called many times to make to sure all the T's were crossed and the I's were dotted and everything went well.
I like their website. It provides me with all the information I need to keep track of how my investment is going and the dates for the yearly payments to my checking account.

Des taux d'intérêt honnêtes, un service professionnel et un suivi avec sa clientèle.

I’m very happy with service and individuals I have dealt with.I am not computer experienced and still not able to communicate with my investments on line.But they made the process easy.I am so happy that they made it possible to invest and may continue further.Because not all older individuals can do things on line and only use phone communication and paper.

Safe and easy to do business

I wanted to get my srarement online and the agent made it happen.

I have absolutely nothing negative to say about my experience with Oaken to date. Basically I have just deposited money there and left it so although I don’t fully utilize many banking actions with them, I find the website very good in presentation and ease of use. Their interest rates are very high for any bank these days and I feel very secure thanks to CDIC insurance protection.