This branch needs some attention. Please get some more customer reps at the tills and fix up the…read morebroken items: deposit drop door hinge, dividers by the line, and counters.

Came here during Covid time and of course we had to keep a good physical distance apart from each…read moreother. I came here on May 4, 2020 and there were only two tellers working. This CIBC was quite clean and organized. I was forewarned that people who banks here come here for the most unnecessary reasons that anyone can think of. Yes this was no joke. One guy lined up to go to the bank just to ask the teller to help him to install the CIBC banking app on his phone so he could do his banking on his phone. A lady in front of me was asking about why her $200 disappeared when doing online banking and reappeared couple days later. I was super surprised. Me on the other hand came here to do a deposit. I had no choice and because the cheque was not my cheque, I couldn't do it at the ATM machine. The layout of this CIBC looks the same as any other CIBC I have been to. I do like how they have a community library inside the bank. This bank is located in the same same parking lot as the mall. Plenty of parking here

I'm not from Kelowna, but I'm reviewing this branch because the mortgage broker we used is based…read morehere. I use 3 of the major Canadian banks, and BMO has been hands-down the worst of them. I have a mortgage with BMO where NO ONE including the broker and the branch representative who opened the account offered us the option of the ReadiLine -- we only found out about it much later and were told it wasn't possible to add a ReadiLine but we would have to change our mortgage entirely (which meant penalties etc.). Through the process of trying to put our home equity to use, we had THREE different appointments made at BMO branches (in Victoria and Vancouver) where the agent NO-SHOWED without any prior notice (we showed up at the branch and were told the agent had an emergency -- THREE times with different agents!!!). This is absolutely atrocious customer service and simply unacceptable for a financial institution as major as a national bank. In addition, BMO seems to not care at all about long-term relationships with clients. I've been banking with Scotia for YEARS and still contact the same advisor when needs come up -- and she responds within 24 hours every time. In contrast, when I tried to reach out to the BMO agent who opened our mortgage account, she had disappeared off the planet (no response to several emails, not reachable by phone). We tried reaching out to the broker as well, and he would DAYS to respond and in the end never directly addressed our questions. I will absolutely never recommend BMO to anyone, ever.

I opened a Performance chequing account in January, 2022 in the branch at 1875 Dilworth Drive,…read moreKelowna. The card I was issued contained the the Interac and MasterCard logos, and should be accepted by retailers such as Apple and Amazon, it was not. When attempting to add my account as a payment method with Apple in January 2022, the card came up declined. I attempted at a few other retailers on the list, including Amazon, and those declined as well. I went into the branch to resolve the issue and was told their system showed that it should be working, so there was nothing they could do. So I called the Customer Service line as shown on the back of the card. The answer I got from them was the same as what I received in the branch: the card is set up and should be working, so just try again. Over the next 28 months, I enquired about this issue each and every time I visited the branch, and I called the Customer Service line at least once a month. Every day, in fact, in the early days, but slowing to once a month over the years, as it was obviously a waste of my time: every time I called or enquired at the branch, I was given the same answer as before. Then, about a year ago, the answer changed: they said that there was a restriction on the card, so they removed the restriction and assured me that now it should be working. However, it still declined, and when I called back, I would receive the same answer again: that there was a restriction on the account, so they removed the restriction, and it should now work. Even after I was assured by several different employees on several different days that they had removed the restriction, each time it was reapplied, perhaps automatically as an indicator of an underlying problem. Then, in April 2024 when I called again, I was told that this time there was a note on my account to see the branch. She also noted there was a restriction on the account which she cleared, so now it should work. When it didn't, I went in to the branch. I try to avoid this whenever possible, as the lines are long, and the staff short. Finally, when my turn came, the teller had no knowledge of the note on my account, had no knowledge why the bank needed to see me, and had no knowledge of my ongoing issue. The branch was closing at that time, and a woman stepped out of the office and told the teller in a quick, dismissive tone, to just issue me a new card as that is all they can do. When that failed to resolve the issue, I called the Customer Support line for the second time that day and, by this point thoroughly exhasperated, pleaded with the representative on the phone to take my issue seriously, look into it, and help me. I regret that I did not catch her name, as she was great. Like her colleagues before her, she could see no obvious reason why this problem should exist, but kept digging until she went all the way back to when the account was first opened, and she discovered that it had not been registered with the MasterCard network at that time. She told me that would explain this problem, but unfortunately only the branch had the ability to resolve it. So, she placed a note on my account leaving instructions for the branch to understand and resolve the problem. When I returned to the branch, I again explained my problem and informed the teller that there was a note on my file that would explain more. She could see the note, but claimed that it did not make any sense. I asked if there was somebody she could ask for clarification or guidance and she responded curtly that she would figure it out. Ultimately, without seeking guidance from another member of the team, such as the manager, despite my repeated enquiries as to whether there was somebody else I could speak to, as she made clear she did not understand the problem, she issued me yet another new card: the third in as many days. This new card, in addition to being declined online as was the one before it, was also not set up for online banking, and I had to call the Customer Support line yet again to resolve that issue. Moreover, once I did get into my online banking, I found I had to reregister with Interac for e-transfers, resulting in the loss of all my contacts and history. As of this writing, the original issue is still not resolved and I am becoming increasingly frustrated at my branch's inability to resolve the problem even after the Customer Support line has identified it.

Most rude and unprofessional staff. Will never return to this branch!!!! This is a bank. I come…read moreuse the counter teller to deposit cash. You're staff is untrained and crossed the line.

Avoid Scotiabank on lakeshore: I would never recommend this bank to anyone, and I truly hope that…read moreno one has the same experience as we have. They have lied to our faces numerous times, and misadvised us. We were told we were approved for a construction mortgage by a financial advisor at this bank and given the go ahead to purchase the lot. When it came down to completing on the lot the drawings weren't available yet. So as an alternative the banker advised us to get a line of credit to pay for the lot and that he would simply turn that into a construction mortgage down the line. After purchasing the lot and starting to build our dream home (which took our entire life savings) the advisor at the bank said that they had a policy change and we would now be working with someone else who called me and told me that she doesn't know what we were thinking and we don't have a mortgage nor do we qualify. Apparently Scotiabank changed a policy during the time it took from issuing us the line of credit to us requiring our first draw. They were not willing to honour the original plan we had with the previous advisor and told us they could not help. Not only that but they continue to lie about the situation and say that we were never approved in the first place. I am genuinely shocked by our treatment, why would someone tell us we are approved and say yes you can afford to build, sink all of your life savings into this project. Then tell us just kidding we can't give you the mortgage. WE WOULD NEVER HAVE DECIDED TO BUILD OR PURCHASE A LOT IF WE WERE NOT APPROVED FOR A MORTGAGE. It makes no sense at all. Yet again misadvised other than having emails saying we are fully approved, numerous conversations with the advisor telling us everything looks great and we are fully approved to build. What bank wouldn't honour something initiated prior to a policy change. it's terrible that they even let us get into this situation. Thank goodness that another bank was able to step up to the plate and prevent us from going bankrupt and losing everything from this situation of starting to build and not getting any more funds. Interior Savings is where you should go if you find yourself in this situation and NOT SCOTIABANK!!! they will mislead you and then continue to lie about it. When we went to the complaints department she resolved the claim by saying " We never approved you and you just wanted a line of credit" obviously the intent was to build! which Scotiabank was well aware of. So I repeat DO NOT GO TO THIS BANK IF YOU NEED A CONSTRUCTION MORTGAGE or even advice on a mortgage because clearly they mislead us from the start.

Jewels is fantastic to work with and I suggest her to everyone I know. I have worked with her on…read moreseveral mortgages and the process is always simple.

I was called right away by an associate to gather more information, followed by a call from Jewels…read moreherself. She seemed very pleasant on the phone. I was very impressed by the immediate responses. However after sending Jewels some documents via email, I never heard back from her again. So, I've also contacted other lenders as other options at this point.