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Email this7:51 am
September 27, 2020
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On May 5 my scheduled monthly transfer to an EQ connection did not go through. I received an email from alerts@eqbank.ca saying "we were unable to process your recurring transaction for $150.00 because the amount of the transfer was greater than the available balance or a temporary hold has been placed on account ****." There is over $100K in the account. I tried to do a transfer manually and got a message simply saying "this transfer cannot be completed." I used the chat function to talk to customer service. They said they cannot see any holds on the account and also cannot see a record of the email being sent. (They thought it was a phishing email until I copied and pasted the text to them. ) They said they would "open a case and have our team look into the issue, as it shouldn't be happening." I asked how long it would take and they said up to 3 business days. Today is day 2. Has anyone experienced anything like this? I am not feeling confident at all.
8:20 am
April 30, 2022
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When you spoke to the EQ rep, did they confirm for you that the balance is still in the account? If so, then I would be a lot less worried.
8:25 am
September 27, 2020
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Yes, and I can see that it is still there.
8:30 am
April 30, 2022
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limonium said
Yes, and I can see that it is still there.
Phew -- OK that's great to hear. So, it's really just a matter of time before this gets sorted out. In the meantime, you'll still earn interest.
Once it does get cleared up, though, you may want to consider (if it's viable) moving the funds out. Motive usually has a pretty good HISA and they are CDIC insured (I think it's called a 'money mover' savings account).
9:58 am
April 21, 2022
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turquoise said
Phew -- OK that's great to hear. So, it's really just a matter of time before this gets sorted out. In the meantime, you'll still earn interest.
Once it does get cleared up, though, you may want to consider (if it's viable) moving the funds out. Motive usually has a pretty good HISA and they are CDIC insured (I think it's called a 'money mover' savings account).
The Motive HISA account is named Savvy Savings. Money Mover is the EFT process to transfer funds to and from other financial institutions. The Savvy savings account is currently paying 1.45%. Motive is not favorite financial institution, I do find them reliable though.
10:08 am
April 30, 2022
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JohnnyCash said
The Motive HISA account is named Savvy Savings. Money Mover is the EFT process to transfer funds to and from other financial institutions. The Savvy savings account is currently paying 1.45%. Motive is not favorite financial institution, I do find them reliable though.
Thank you sir - I will edit my response with the correct name. My experience with Motive has been fine, but admittedly my interactions have been limited.
2:20 pm
August 1, 2015
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For Motive I've found their agents to be able to take care of anything I've thrown at them, unlike EQ which seems to have gotten big enough that support staff are limited in what they are allowed to do/capable of doing. I think every time I've contacted EQ they've had to send off a request to someone elsewhere to action it.
4:12 pm
October 29, 2017
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I wonder if someone tried to login too many times incorrectly.
7:33 am
December 20, 2019
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I always had good customer service at Motive but at Hubert it is insane good. Instant, they call me as soon as I have an issue. I have NEVER had service that good.
Motus is ok via secure message, same with laurentian, b2b, and Meridian.
Simplii the chat is useless you have to call and response is OK
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