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Email this6:10 am
February 23, 2016
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I've attempted to contact Motive both by phone & email. I've yet to get a response. If you call their 1-877 #, you're told to leave a message & someone will call you back. No one's called me back. I tried contacting by email, & so far, no response. So I'm moving my $ elsewhere. Their lack of customer service is concerning.
7:49 am
September 30, 2017
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Yet to get a respond for how long ? Motive is Alberta based & operating in the MT timezone.
... My entry made 10:49 ET, so 08:49 MT
10:18 am
February 23, 2016
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Left a message last Wednesday. Emailed Tuesday am Nov. 1. And yes, I've checked my Spam folder, just in case.
If you call their 24-hour line, you're directed to their 1-877 number which tells you to leave a message as there's no one available.
10:44 am
September 30, 2017
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You could express your concern at them on Twitter. I think it will be more effective than here.
Or you can DM with your phone number for a callback
11:05 am
February 23, 2016
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I don't use Twitter & have no intention of joining, Elon's revamping notwithstanding.
The point I'm making to fellow HIS forum members is that Motive's not responding to a customer's method of contacting them per their website's information, ie, phone, fax or email.
4:35 pm
January 11, 2020
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Hang in there give them a day or too. I’ve been dealing with since the CDF days and have never had an issue. Now I have always had a human answer and didn’t need to leave a msg… but I suspect Your patience will pay..
Hang in there
2:25 am
December 15, 2022
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Anyone else having issues with them in general?
I must say up front that haven't gotten annoyed enough to phoned yet.
Signed up for a chequing and savings account just over 2.5 weeks ago (mid dec). Was able to maually request etransfer (auto deposit for some reason didn't work) and go through current bank account to send money.
Applied for a tfsa at inception, still waiting for it to be approved.
Tried clicking through the kyc option on website and all I got was page not found after entering email address.
I emailed them a few times with questions before setting up account with no response. Got one response a few days ago about the kyc issues and they seem to think it's my computer.
I like the alerts and being able to tweak a lot of settings. But are they so understaffed or busy that I can't get a response? Also is it usual that I have to physically print up and sign papers (signature card and now to link external aback account) ?
Might just abandon and try somewhere else. Aka, deposit $1 a month just to keep active for two years to avoid fees. Only signed up with them for etransfer and no fees (that's another gripe about not updating the website). Meant for for putting in some non gic short term cash into tfsa (obviously haven't done so yet).
Was debating between them and eq bank. Although, transferring money out wouldn't be that bad since get the contribution room is re-introduced the next year.
The complete opposite experience with hubert financial. I could do almost everything online, very responsive, had chat and secure message options. Hold on money for 6 days, but you get interest right away.
9:45 am
December 12, 2009
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I want to like Motive Financial, but the reality is they're trying to run it on a shoestring budget with less than ten (10) staff members devoted to the operation despite having Alterna Bank-level deposits and customers. As well, they still don't offer weekend call centre service, so need online access outside of 6 am to 4 pm Pacific, Monday to Friday, you're S.O.L. So, for me, they're removed from my consideration as a day-to-day banking provider. 🙂
Cheers,
Doug
11:42 am
May 19, 2022
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It's strange that I seem to be about the only one on here who's had nothing but great service from Motive. I deal with several different FI's, yet Motive consistently provides me with outstanding service. Admittedly, the account application process is lengthy/overly-complex, but aside from this they've been stellar. And EQ Bank has been a close second for me... though they really do need to significantly increase their HISA rates.
11:49 am
April 14, 2021
Online
Fogoguy said
And EQ Bank has been a close second for me.
Do you count the time on hold and waiting for someone to answer? If not, then I can agree that they generally get things done.
12:10 pm
December 12, 2009
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Fogoguy said
It's strange that I seem to be about the only one on here who's had nothing but great service from Motive. I deal with several different FI's, yet Motive consistently provides me with outstanding service. Admittedly, the account application process is lengthy/overly-complex, but aside from this they've been stellar. And EQ Bank has been a close second for me... though they really do need to significantly increase their HISA rates.
Do you work for a living? If so, during day shift and in what time zone? I'd be surprised if you work (i) day shift and (ii) in either the Pacific or Mountain time zones. 
I have no doubt the staff they have are beyond friendly and helpful, when you get a hold of them.
For me, for a virtual financial institution, it's essential I be able to have access to a contact centre team on Saturdays and Sundays. I can settle for Saturday only service, if they offer later evening weekday service.
It shouldn't be too hard to offer 7 day contact centre service. Tangerine, Simplii Financial, EQ Bank, Alterna Bank, even Motus Bank and Coast Capital Savings all do. Heck, even Hubert Financial offers six day a week contact centre service.
Cheers,
Doug
12:41 pm
December 21, 2022
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I just phoned in to Motive a couple of hours ago. Only a few minutes on hold. The agent was very good, sorting through my issue quick and diligently. Already received a follow up email confirming the action I requested. The agent is in Alberta and knew exactly what was being asked for. Tangerine and Simplii can’t match Motive in this area, IMHO. (Tangerine faster to act than Simplii, but both have longer wait times) Weekend service is a problem, but nothing usually happens until the next business day anyway. Unfortunately, rates come into play where they are not always the leader and you have to move your money to increase returns. The service at CWB along with the online benefits of Motive have been a winning combination many times, at least for me.
4:41 pm
May 19, 2022
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moveyourmoney said
I just phoned in to Motive a couple of hours ago. Only a few minutes on hold. The agent was very good, sorting through my issue quick and diligently. Already received a follow up email confirming the action I requested. The agent is in Alberta and knew exactly what was being asked for. Tangerine and Simplii can’t match Motive in this area, IMHO. (Tangerine faster to act than Simplii, but both have longer wait times) Weekend service is a problem, but nothing usually happens until the next business day anyway. Unfortunately, rates come into play where they are not always the leader and you have to move your money to increase returns. The service at CWB along with the online benefits of Motive have been a winning combination many times, at least for me.
Agreed! As I stated above, Motive has been providing stellar service to me; much better than other FI's that I regularly deal with. Nice to see that I am not alone in this regard. As for Doug's terse and borderline-offensive reply, it doesn't even really deserve a comment from me... BUT ... I must add that there's a definite pattern to his posts on this forum. It seems he feels that those of us who haven't made thousands of posts simply don't know what we are talking about. For the record, I have never been on hold with Motive's agents for more than just a very few minutes, no matter when I call.
4:51 pm
December 12, 2009
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moveyourmoney said
I just phoned in to Motive a couple of hours ago. Only a few minutes on hold. The agent was very good, sorting through my issue quick and diligently. Already received a follow up email confirming the action I requested. The agent is in Alberta and knew exactly what was being asked for. Tangerine and Simplii can’t match Motive in this area, IMHO. (Tangerine faster to act than Simplii, but both have longer wait times) Weekend service is a problem, but nothing usually happens until the next business day anyway. Unfortunately, rates come into play where they are not always the leader and you have to move your money to increase returns. The service at CWB along with the online benefits of Motive have been a winning combination many times, at least for me.
That may be, I'm not disputing the quality of their customer service; it's the lack of availability. All it would take is to extend the CWB contact centre greater ability to manage Motive Financial customer accounts outside of regular Monday to Friday service hours.
A virtual financial institution that merely tries to offer 9-5 Monday to Friday branch hours of service, when the brick-and-mortar FIs also offer 24/7/365 contact centre service to supplement their limited branch hours of operation does not cut it, in my opinion.
Also, another downside to Motive Financial as a day-to-day banking account is you will be about to soon lose access to nearly 150 conveniently located surcharge-free ATM locations when RBC concludes its HSBC Bank Canada purchase and either (a) closes HSBC branch locations and/or (b) converts remaining locations to RBC Royal Bank branches/ATMs. In many cases, this will mean Motive Financial customers in Alberta, Saskatchewan, and Manitoba have zero access to a surcharge-free ATM location.
Alterna Bank, through its shared operation with Alterna Savings, is able to benefit from its parent company's Acculink ATM network membership, normally reserved for credit unions only, so it will be far less affected.
Cheers,
Doug
4:54 pm
December 12, 2009
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Fogoguy said
Agreed! As I stated above, Motive has been providing stellar service to me; much better than other FI's that I regularly deal with. Nice to see that I am not alone in this regard. As for Doug's terse and borderline-offensive reply, it doesn't even really deserve a comment from me... BUT ... I must add that there's a definite pattern to his posts on this forum. It seems he feels that those of us who haven't made thousands of posts simply don't know what we are talking about. For the record, I have never been on hold with Motive's agents for more than just a very few minutes, no matter when I call.
My reply was in no way directed to you, nor was it intended to be terse. I just couldn't let the overly effusive praise for Motive Financial stand without compelling counter arguments. That's all. 🙂
In short, your points are valid, and I agree with aspects with respect to Motive Financial's customer service quality and friendliness, product offerings, etc. I'm just saying why I, and likely others as well, would not use them, and it does not have anything to do with product offering quality or customer service quality. Hope that clarifies.
Cheers,
Doug
5:28 pm
September 30, 2017
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Guys, I encourage you to submit a review under the bank's profile … Only four so far this year.
The standardised data can be used as base for comparison … best and worst of the year etc, etc.
5:38 pm
May 19, 2022
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Doug said
My reply was in no way directed to you, nor was it intended to be terse.
Cheers,
Doug
So then, when you replied to my post with...
"Do you work for a living? If so, during day shift and in what time zone? I'd be surprised if you work (i) day shift and (ii) in either the Pacific or Mountain time zones."
just who is it that you are directing this comment to, if not to me?
5:51 pm
April 14, 2021
Online
Doug said
Also, another downside to Motive Financial as a day-to-day banking account is you will be about to soon lose access to nearly 150 conveniently located surcharge-free ATM locations when RBC concludes its HSBC Bank Canada purchase and either (a) closes HSBC branch locations and/or (b) converts remaining locations to RBC Royal Bank branches/ATMs. In many cases, this will mean Motive Financial customers in Alberta, Saskatchewan, and Manitoba have zero access to a surcharge-free ATM location.
That is a reasonable conclusion, if Motive takes no action. However, it is just as plausible that Motive can also see this loss of access and will make some arrangement to substitute for it.
6:56 pm
December 12, 2009
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Fogoguy said
So then, when you replied to my post with...
"Do you work for a living? If so, during day shift and in what time zone? I'd be surprised if you work (i) day shift and (ii) in either the Pacific or Mountain time zones."
just who is it that you are directing this comment to, if not to me?
I meant that as mainly a joke (assuming you were retired). For retired folks, there's much less issue with a virtual financial institution's 9-5-type hours of operation. If that is what caused offence, I withdraw the remark unreservedly, apologize, and insist that I meant no offence. It was just said with good humour and levity. 🙂
Cheers,
Doug
6:56 pm
December 12, 2009
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hwyc said
Guys, I encourage you to submit a review under the bank's profile … Only four so far this year.The standardised data can be used as base for comparison … best and worst of the year etc, etc.
Good point! 🙂
Cheers,
Doug
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