Every time I have called their customer service since opening an account several months ago I have been put on hold with the same message, "we are experiencing higher than normal call volumes." There is an option offered to leave your number for a call back. I have tried that option, and as an example, I left a message for a call back 3 days ago and still haven't received one. Additionally, on the same issue I emailed them twice with detailed information and a request for a call back. No call back. Just for comparison, I always get through to Simplli. Most times it is less than 2 minutes. Hands down the worst customer service I have experienced with an online bank.

WARNING! WARNING! WARNING! NEVER trust this institution with your money. Free ridding with your money! Their promotion back in Sep2023 advertised to give $50 gift card to new customer if they deposit $1500 in a new savy saving acct via referral. Done that and their gift card never came. Called 5 times to escalate since early December, not a shred of customer service spirit in these untrained reps of this organization, refuse to expedite the investigation given 5 times call+ 2 month delay, never call back as each rep promised, told me there is no supervisor that can talk to customer, takes 5 business days to respond an email, no SLA in every process.

I received an email from Motive Financial requesting a password update. Despite diligently following all the correct steps multiple times, I found myself locked out the system. I made several attempts to resolve this over the phone, enduring lengthy wait times, and even left a message; but unfortunately, I have yet receive any response from their end. This entire experience has been truly frustrating and disheartening. Such a situation not only causes annoyance but also raises concerns about the safety of entrusting my funds with them.

After the latest updates to their app and forced 2FA (which is decades behind others in terms of timing), the app is just not functioning properly. I get locked out many times, the Interac transfers aren't going through. I have been banking with Motive since 2019 and this is the worst experience I have had with them. These days I am unable to reach their customer service at all every after waiting for hours on the phone lines. Find some other bank to keep your money with. Not worth the hassle.

Recently opened an online account. Tried to call them to link up an external account. Very poor to non-existent customer service. I gave up after waiting for over 3 hours on the phone. I think I will close the account and take my money elsewhere. Update: I was finally successful in linking up my external account and did manage to speak to their customer service person. I will give them a few more months, but in the interim have revised their rating from 1 star to 3 stars.

This is a no-frills, online bank account with the best rates in the country. Their service may be a bit slow, but it is worth the high rates. Whenever I leave a message, they have been prompt in getting back to me the same day. Staff is very friendly, competent and eager to assist in any way possible. I would highly recommend this bank as a "savings" bank.

I have been unable to reach anyone at Motive despite having over 12k with them. I wonder if my money is secure when I wait over an 25 minutes listening to the phone message over and over again--during banking hours. I left a message three days ago and no one has called back. Has Canadian Western abandoned their offshoot?

Horrible. I’ve called 3 times in the past three days. Once on hold 40 mins, once 45, today over an hour. No response. How is this ok?? Trying to sort out my mom’s estate. There’s no information on line and no one is calling me back. As soon as I can get my dad access to the account the money will be moving out asap.

This platform is just built so poorly. Don't get tempted by their high interest rates. You're lucky if you can log in and access your money with these guys 50% of the time. Give them a call to get some customer service? Better take the week off! Send them an email about your issue? Takes them 12 days to reply!

Worst customer service ever. Have been calling thousands times for a promotion should have completed more than 1 month ago. And it’s still completed yet with tons of calls and lots of time on hold and being wasted.