BURST
Scotiabank will pay nearly $34,000 after Consumer Protection B.C. investigated and found that the bank had harassed a client by calling them more than 100 times in an attempt to collect debt.
“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,” said Louise Hartland, spokesperson with Consumer Protection B.C.
“Harassment in debt collection often looks like excessive contact or disrespectful language. Any threatening behaviour is considered harassment.”
According to the signed undertaking posted Tuesday, a consumer contacted the agency in April to file a complaint that Scotiabank continued to contact them, despite being asked to call the person’s lawyer.
“The complainant alleged that the respondent continued to contact the complainant on more than 100 occasions after they made a request … to be communicated with by the respondent through their lawyer only,” the undertaking read.
The agency found Scotiabank had breached the Consumer Protection Act, which says consumers can tell a debt collector to only contact them in writing or through a lawyer.
A consumer can tell a debt collector to stop contacting them, and can take the debt collector to court if they don’t believe they owe the debt.
Scotiabank has been ordered to pay $3,500 to cover the costs of the investigation and to pay $33,900 to a consumer education fund. The bank will also update its policies and ensure staff are trained on best practices with debt collection.
Consumers who believe they are being harassed by a debt collection are advised to keep a record of all communications.