Scotiabank will pay nearly $34,000 after an investigation revealed the bank harassed a client by making over 100 calls to collect a debt. The investigation was conducted by Consumer Protection B.C., which found that the bank's actions violated consumer protection laws.

Louise Hartland, a spokesperson for Consumer Protection B.C., stated, "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." She emphasized that harassment in debt collection can manifest as excessive contact or disrespectful language, and any threatening behavior is considered harassment.

The issue came to light when a consumer filed a complaint in April, claiming that Scotiabank continued to contact them despite requests to communicate only through their lawyer. The signed undertaking noted, "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 investigation concluded that Scotiabank breached the Consumer Protection Act, which allows consumers to instruct debt collectors to contact them only in writing or through legal representation. Consumers also have the right to request that debt collectors cease communication and can pursue legal action if they believe they do not owe the debt.

As part of the resolution, Scotiabank has been ordered to pay $3,500 to cover investigation costs and an additional $33,900 to a consumer education fund. The bank is also required to update its policies and provide training to staff on appropriate debt collection practices.

Consumers who feel they are being harassed by debt collectors are encouraged to keep detailed records of all communications.