Coast Capital - Sooke Branch - Sooke, British Columbia

Terry Groves

For my day-to-day banking, I am quite happy with the institution and the Sooke Branch. For my investments, I wish I had never brought my money to them.
When I first came and was moving my entire portfolio, they were happy and accommodated me. Since then, service from their investment team has been crap. They didn't show up for scheduled meetings, didn't respond to emails, didn't return phone calls...but they charge me their service fee every year even though there has been no service.
Too bad for them. My additional investments, which I had planned on investing through them, are being directed elsewhere. Once I am confident I have found a responsible portfolio manager, I will be moving the rest of my investments.
I rated them three stars because the banking service has been great.

Brent Middlemax

Several reasons for my 1 star review.
1) Poor design/choice of head office exterior reflective glass. The beautiful blueish glass reflects onto neighboring buildings.
I understand the reason for the annoying glass.
2) Sooke (Vancouver Island) lobby machines are old and slow. Plus they do not allow Coast Capital members to pay bills at the banking machines.
I have contacted head office for years asking when they will be replaced. The last response from head office was 'when the entire island can be done all at once'. The year before I was told, 'next year'.
I want my last four years of membership fees credited to my account as Coast Capital is not providing service I was getting when I lived across the street from head office. That location has new updated banking machines around the sun glaring building.

Rachel Beaton

The people who work at this branch are great! We have always had great service. But unfortunately the rest of the company is terrible. We were looking to get our mortgage renewed and were told about this awesome rate, by the time their underwriters came back the rate had increased .38%! Way higher then what any other bank was offering. The worst part is that we are out almost 400$ cash now for a useless home appraisal that they won't refund and they wasted weeks of our time. Never again will we apply for any lending products through them.

Odie 1Kanobie

I used to be so happy with Coast Capital on the mainland, banked and did business with them for decades with a wonderful person who knew me at Coast, until we moved to the Sooke area. The Coast website has even gone downhill because of "improvements" during the last 2 years. This Sooke branch has the poorest service I've ever seen at ANY bank. It seems they don't have a local manager that you can escalate things to. I got a promise for a call back two days ago, when I called the main office (I was told the name of the manager, but turns out he is only a regional manager and never called me back, at least not yet). They are chronically short staffed, didn't return my emails, claim they didn't get them (not true), nor voicemail, and don't answer the phone (at least not when I called). If you walk in, you can usually only see someone at the main service desk (usually understaffed, with "understaffed" signs that have been up for months), but nobody else without an appointment. It can take days or weeks to get an appointment depending on the time of year; has usually been only available 2-3 weeks away unless I ask to meet someone at any other Coast Capital branches like Langford or Victoria or mainland. When I requested an urgent meeting in January, I was told I would have to wait 3 weeks, and it was because it was RRSP season and those customers get priority. I have now moved most of my RRSP, TFSA and registered products away from Coast Capital (Worldsource), and decided that it is time to move the rest of my accounts to a real bank. Sorry Coast, but after 30 years of great service on the mainland, and 3 years of trying to make things work here, I give up. You can only blame Covid for so long.

h H

Was in to renew PHN card and was dealing with Chelsea Banys. This employee was extremely rude and just appeared angry and unable to complete the task at hand. I asked for her name as no name tag was present and she refused to give her name and ran away to the back because her temper was starting to rear it's ugly head. May I suggest some charm school lessons for said employee.

Graham McFadyen Hill

Where to start? During the previous upgrade, last year, CC made an error transcribing my name to my online personal account page. I asked CC to correct the error. I asked on five different occasions. None have produced a correction. My last attempt started in February 2022. The branch staff had already kicked me to the curb four times, so this time I dealt with CC online. I ended up corresponding with staff in IT, and received an e-mail at the end of February that assured me the error would be corrected within 24 hours. Nope. Didn't happen. I persisted, and eventually I ended up dealing with Member Relations online at the beginning of March. March 4th. I was told that I would have a result by March 28th. What I did receive then was a one-week bump forward, then two days later a message telling me that I would be contacted when there was news. I have spoken to a branch manager and a director since that message, and I have been assured, as of April 16th, that the correction should be made by the end of the year...the end of 2022. So, fixed in 24 hours, then three weeks, then a year. No money was involved here. Simply an error transcribing my name.

This next review is from one year ago.

Used to be reliable for online banking...no longer. So glitchy now, and calling the general number is so pointless...if I have to hear that phrase "we are experiencing higher than normal call volumes" one more time...if that is your normal message, CC, guess what...expect the new higher than normal call volumes to be your new normal...and don't wait for too many months to figure that out, please.

Kemal Evans

I can't get through to a human being to do any phone banking. I'm trying to pay an overdraft back and it's IMPOSSIBLE. They have now referred me to a collection agency that you cannot contact either. Worst bank ever!! Go to TD. Way better bank.

Simon Fallon

The women here are easily the rudest, most unpleasant, condescending customer “service” people I’ve ever encountered. Time to fire your staff.