Complaint Scotiabank contacted debtor more than 100 times resolved by B.C. regulator

A Scotiabank sign is shown on a shopping mall in Ottawa on Thursday, June 27, 2024. THE CANADIAN PRESS/Sean Kilpatrick

A complaint from a person who alleged they were contacted about a debt by Scotiabank more than 100 times has been resolved by a B.C. regulator, which is clarifying that a creditor cannot “harass” someone who owes money.

Consumer Protection BC issued a statement on the case Tuesday, saying the investigation was launched in April of this year into allegations the bank continued to contact someone after they indicated all communications about their debt should go through legal counsel.

“Despite asking them to stop more than once, the consumer was still allegedly contacted more than 100 times by Scotiabank,” said Consumer Protection BC spokesperson Louise Hartland, in a statement.

“In B.C., a consumer can tell a debt collector they can only contact them in writing or through a lawyer. They can also tell the collector to stop contacting them and take them to court if they don’t believe they owe the debt.”

The bank entered into an undertaking with the regulator which brought the complaint to a conclusion by mutual agreement, without making any determination on whether the allegations had been proven.

Scotiabank agreed to pay $33,900 to a “consumer education fund” and $3,351.82 to cover the cost of the inspection, according to Consumer Protection BC.

The bank also agreed to create or update its policies on how to communicate with people who owe money and to provide those updated policies to any staff involved with debt collection, according to the undertaking.

The regulator used the case as an occasion to remind debtors of their rights and collectors of their obligations.

“B.C. consumers have rights when it comes to debt collection,” the statement from Hartland said.

“Even if someone owes money, that doesn’t give the creditor the right to harass them, or to challenge them on a debt they don’t have. Harassment in debt collection often looks like excessive contact or disrespectful language. Any threatening behaviour is considered harassment.”