I'm with ScotiaBank, renewal Sep 29th 2020, so this Tuesday I went to my brick and mortar Scotiabank branch here in GTA to talk to a financial advisor about my mortgage renewal. As prep-work I printed the screenshot of the ehome.scotia's on-line application rates for new mortgages. I could log in to ehome.scotia with my current Scotiabank user and password and do a new home purchase application going as far as the page that's showing the rates offered, ehome.scotia on-line platform offered me 1.77% 5y fixed. That's what I wanted for renewal.
So my whole visit to the branch was a waste of time, I was offered 2.04% 5Y fix for renewal, the front line personnel had absolutely no will OR no power to negotiate, it was a "take it or leave it" attitude from her side. Me showing her the print-out from ehome.scotia rate offer had the only effect of her shrugging her shoulders and smiling indifferently.
Then why are the banks surprised that the clients are not going anymore to the brick and mortar branches if the person helping me didn't even try to retain my business? What's the point of having a branch when I can do the same thing from the comfort of my home either on-line or on the phone with the help of a mortgage broker who's willing to take my business?
It absolutely doesn't make sense to me to let a customer walk out the door, which door, building and personnel's salary cost the bank a lot of money.