Thread by @kevtothec

Scotia Bank Canada was emailing sensitive banking information for one of its customers in Canada, to me, for almost a year. When it first started happening last year around August, I called the customer service line for BNS Ja and was advised to write an email to my home branch.

I did and nothing happened.

In March of this year the emails got more numerous and more and more sensitive. I'm talking links to secured loan transactions for document signs offs and deposit alerts. I was shocked just how much info I was getting on this person i didn't know.

the only thing we had in common, we shared a last name and first initial. I have been using my email with the bank for close to 20 years. This person just opened an account. How could this be happening?

I visited my branch in March and a rude customer representative basically shrugged her shoulders and told me I shouldn't be concerned, just 'unsubscribe' from the emails.

What she didn't know was that I had called customer service in Toronto about this.

I was advised then that simply changing my email would not be enough as the issue could well be related to my profile somehow. So it would be best they escalate and check my profile with the company to find out the issue.

I left the branch having updated my email address but continued to receive the same messages for the candian customer in my old email address, as well as alerts designated for myself, days later even, though I was told the email update would be effective within 24 hours.

I reached out to someone I know at scotia and they asked me to send them an email detailing what happened and they would escalate on my behalf. I did this the same day i visited the branch.

I outlined my concerns and fear that not only could this not be isolated but it could also be happening with my own info and transactions with someone else.

The next day I received a call from head of customer care for my branch.

she apologised first for the behaviour of the staff member and then about the serious data breach that I complained about in 2025 that was no acknowledged or addressed.

Since March until now, I was advised that it was being escalated and investigated. Over the course of the past 3 months, at some point, I was advised that it was escalated to Canada.

I got a call today from the customer service rep assigned to my case basically saying case closed. No kinda of explanation, no apology nothing, just that 'the team in canada has advised that they sorted it'.

My concern remains unaddressed. Was this an isolated incident? is this happening to other customers on either side or from any other jurisdiction? did this incident prompt an investigation?

How are y'all reassuring me as a customer?

I would love to know how @OSFICanada and the @CentralBankJA feel about this.

It is unsettling and warrants a further look.

@OSFICanada @CentralBankJA @threadreaderapp unroll