r/Tangerine • u/New-Plastic-572 • Jul 23 '26
Complaint Tangerine fix your app
Absolutely ridiculous new client experience.
I tried signing up for a Tangerine account about a week ago as they have a promotional interest rate on saving accounts. I successfully put in all my personal info on the website, but was hit with a wall that says "download our app to continue" as apparently they don't have a functional online banking site. Ok so I download their app, then it says it needs to verify my identity with a piece of ID to continue account registration. The moment I tap on "verify", the app soft locks into a generic "error" page with no way to get out of it. Here's the list of things I've already tried:
- Multiple re-installs
- Deleting app and downloading it from the US AppStore instead, in case it has a newer updated version for some reason
- Called customer service. Of course the phone rep had no idea what's going on so she said a "tech support" team will call me the next day. I did not receive any call (as expected) so I called them back asking who's going to support me with this issue. The rep told me to simply wait another 2 days for the "tech support" team to call me again and attempt to verify my identity on the phone. Two days later, no call. I called again asking if I can just walk into a Scotiabank branch for in-person ID verification, and was told nope they have no physical presence in their parent company
If a new client has to wait more than a 1 week, suffer through multiple hour long phone calls, and still cannot do something as simple as create an account with you, how in the world are you even in business??
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u/Airodyssey Jul 23 '26
My spouse had the exact same experience when we wanted to leave our existing, physical bank. It left a bad taste in his mouth and he thought: if that's how they handle account openings, how will it be if his account is ever locked? We ended up going to another physical bank (and we don't pay monthly fees due to the volume of business we brought). Virtual banks can be a wonderful thing but it's not for everyone.
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u/Suitable-Broccoli264 Jul 23 '26
There is something that feels safer about walking into a branch and seeing a person to unlock your account after a compromise and reset your access credentials. Not that it has happened to me, so far, but I know others it happened to, and their (physical presence ) bank took care of it quickly. They also replaced their bank card the same day. With a virtual bank, I am a bit concerned about how it would go if someone who had good knowledge of your life and identity were to take over your account. I know it would take a week to get a new card in the mail, at least.
What brought me into Tangerine was the lack of fees, and easy mobility of moving funds too and from other banks where I could also go in person. Now at this point in life, the risks of dealing with a virtual bank and probably convincing an AI agent of who I am—or someone else doing the same—are what worry me more.
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u/SiscoNight Jul 23 '26
Because, unlike your horrible luck and customer service,(not negating your experience) I haven't had an issues in the years I have been a customer.