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I called Oaken Financial after I found out yesterday that instead of my multiple time confirmations this year in Feb, March & July to auto renew a maturing GIC on Nov 13/25 (last Thursday), Oaken Financial failed to observe & follow my confirmed my GIC renewal instruction & DID NOT renew this GIC for me.
The Oaken Financial associate named Rebecca whom I spoke to this morning, more like yelling to each other as we both got highly igitated, annoyed & frustrated especially during the last 10-15 minutes of this 45-minute call I made this morning.
I explained my issues & concerns multiple times, multiple ways more than clearly to this Rebecca person. I am still very much annoyed even now that much of what I was explaining/sharing with her that she was having huge problem getting the essence point.
Our communication became increasing unplaeasant & heated for both of us when Rebecca kept repeating herself too many times treating me like an idoit, forcing me to keep repeating myself in diffrent ways which I hate so very much as to me personally, normal & authetic interpersonal communication does not need the same thing keeps repeating over & over again.
My own eperience & encounters is that almost no one nowadays is able to do real listening during conversations. Yet at a work environment, Rebecca in this case, NEEDS TO AT LEAST TRY TO LISTEN & COMPREHEN & UNDERSTAND A DISTRESSED & VERY FRUSTRATED CUSTOMER AS A RESULT OF An UNACCEPTABLE & UNREAL MISTAKE WAS MADE BY HER EMPLOYER WHO SHE REPRESENTS!
Instead Rebecca kept shuting me off by talking the same time I was, trying to convince me her version of ''truths'' vs my 10 years +, having numerous Oaken Financial GIC buying, holding & related tax receipt first hand experience & the very truths as per my black & white Oaken Financial annual summary statements & my filing my own personal income tax for decades.
Rebecca is the worse Oaken Financial associate in my decade long doing business with them as far as I am concerned.
Now I await someone to contact me ( IN X NUMBER OF MORE BUSINESS DAYS!) regarding this totally unnecessary & unacceptable mistake Oaken Financial made to this GIC of mine.
Last but not least , NOT EVEN A SIMPLE, SUPERFICIAL/USELESS APOLOGY (WHICH I SIMPLY CARE NOTHING) FOR THIS MISTAKE THEY MADE!
SUCH A RELATIVELY SMALL YET TOTALLY ARROGANT TRUST BANK THAT ALMOST GONE OUT OF BUSINESS FEW YEARS BACK.
Country of complaint: Canada
Evening of Nov 18/25, after again a much frustrating 15 minute+ wait & an annoying interrogation style security process, I was talking to this Roshen person at Oaken Financial as I am not getting the promised following up call concerning a GIC that Oaken Financial did not renew as per my updated maturity instruction dated July 2/25 to have it ''auto renew'' as it matured on Nov 13/25. (Please see my post at this site from Nov 17 for more horrible experience when I first called Oaken Financial about such an unacceptable & open violation of an banking invetment agreement). THEY DEMAND CLIENTS TO FULLY OBSERVE & COMPLY WITH THEIR TERMS & CONDITIONS WHILE THEY THEMSELVES DO NOT!
I must say once again that whatever client profile system that Oaken Financial is using is one big confusing & highly unorganizzed, ineffective big mess to not only clients but their own people as well based on my personal experience banking & dealing with Oaken Financial for over a decade.
Here is a long list of whys.
First, Roshen gave me totally incorrect maturity instruction of this GIC.
When I protested & offered more info such as what another OF agent told me yesterday, etc. & long hold he put on me, he finally saw the same ''updated '' maturity instruction to auto renew this GIC as it matured on Nov 13/25.
Then lots of debates & arguments & shoutings to each other over the phone for multiple times when I asked for a case/reference/escalation /whatever number they use for this complaint I filed since Nov 17 for my record. Roshen kept telling me ''there is no such number''. Whether or not this is actually an Oaken Financial fact or Roshen simply told me thing that is not true ( this makes me remember an OF agent once lied to me that they had received some funds on my behalf & was already in my OF account, etc. while it was actually not. The complaint process & experience was much frustrating, time-consuming as well as so much negative that I stopped putting money with Oaken Financial for years!)
When I requested Roshen to send an email reminder to Naveen, he just refused & said this has been escalated, etc. & therefore he ''cannot send another escalation'' & so on. Roshen did not change his attitude even after I corrected him multiple times that not ''another escalation'' but a reminder that I am still waiting for Naveen to call & I have waited 2 full business days already, etc. I asked him to see & he confirmed that another OF agent named Dale did send out an email reminder to Naveen yesterday, Nov 17 as per my reuest. Roshen could not explain why he ''cannot'' do this same reminder as I was requesting him to while another OF agent could! Such a misleading joke if not a lie when Roshen said to me ''everyone will do the same'', etc.
On top of this, Roshen told me this conversation is recorded, etc. YES, it is recorded but NOT ACCESIBLE TO CLIENTS, EVEN UPON REQUEST!
Then Roshen told me I will get called in ''4 days''. I again protested & he & I shouted at each other again. I got more frustrated & agitated almost every time I speak with these people at Oaken Financial. I was told ''2-3 days'' on Nov 17 & Oaken Financial still wants nothing but drags on & keeps me waiting day after day AS A RESULT OF A MISTAKE THEY MADE! SUCH SHAMEFUL & IRRESPONSIBLE TRUST BANK!
Further inconsistencies & much discrepencies I experienced when I enquired about another GIC maturing in under a month.
Roshen confirmed my auto renew maturity instruction is in place. This GIC will get renewed for another 2 years from the maturity date & a confirmation will be sent within 10 days after renewal, etc. Dale went through the renewal request & process yesteray, Nov 17, with me ( although I still very much puzzled as I never had experience that OF would renew a GIC in advance, etc. Dale assured me multiple times that I will receive a renewal confirmation in about 10 days, & she also confirmed with me other GIC details such as the amount being renewed, , rate I am getting, the new maturity date, that this Tax Free GIC being renewed is not new investment but a rolling over/renewed as I used up my TFSA contribution room already & absolutely do not wish to get over contribution penalty from CRA.
In summary, Oaken Financial & many of thier employees have again acted being arrogant, inconsistent in almost every way & so much unaccountable even about mistakes they made. To me, Oaken Financial does not even show any true remorse & timely REAL actions to resolve the situation but drags on & on & on...totally disrespecful, indifferent & insensible in their treatment to a frustrating & stressful client of theirs for over a decade!