Coming to vent some frustration in the hope that it saves other folks some trouble. I'm also curious if anyone else is having this experience.

I'm a long-time Tangerine Customer (from the ING days) and used to rave about them. Loved the high level of service and online-only offering.

In the last ~6 months, the service has become unusable.

Every month or so, completely routine transactions get flagged (for example, an e-transfer to my girlfriend). Tangerine then completely freezes all of my accounts and locks me out of online banking. This includes freezing any recurring bill payments.

To resolve the reversal, I have to call their phone line (no online option to verify transactions) and have to sit on hold for >30 minutes listening to the ONE song that they play on a loop (no option for a callback when they reach your place in line, or even to sit in silence).

The first-line representatives are unable to address frozen accounts so they have to transfer you to the security team. Often, I am simply told that unfortunately nobody is available from that team and I need to call back later.

Effectively Tangerine is arbitrarily forcing me to spend several hours of my time – whenever they want – waiting around on them.

All the while – my accounts are completely frozen. I've missed Mortgage payments because it was impossible to contact someone at Tangerine to unlock my accounts.

DO NOT bank with them. Absolute nightmare.

Is anyone else experiencing this?