From:	XXXX
Sent:	February-27-14 4:37 PM
To:	Consumer Code / Code consommateur
Subject:	Canada's Financial Consumer Protection Framework: Consultation 
Paper

My comments relate mainly to section 2(e) of the Consultation Questions. I believe my 
comments below are sufficiently generic that you may use them publicly.

My wife and I were banking at the XXXX and had a line of credit. When we bought a 
home, the XXXX missed booking our appointment and their interest rate was higher 
so we chose a mortgage with another provider. Subsequent to obtaining the mortgage, we 
requested an increase to our line of credit at the XXXX. All our accounts were in good standing 
with no missed payments. When we went into the bank to sign the papers, my wife noticed that 
the interest rate on the line of credit increased substantially. The interest rate was hidden on page 
3 of the document. The agent we were working with made no mention of this critical change and 
would likely have not. When we asked why the interest rate jumped so significantly, the reason 
was "because our mortgage wasn't with XXXX."

I believe there should be changes to the rules to prohibit a change in the interest rates without 
explicit and clear notification to the consumer. There should also not be discriminatory pricing 
based on where you have other services.

A second situation was when we were paying for renovations. We needed a certified cheque. We 
asked the teller to make the cheque using funds from our line of credit. The teller used our credit 
card instead. This resulted in substantial interest charges. The XXXX would not refund these 
charges. When a mistake is clearly the fault of the bank, the onus should be on them to pay for 
this mistake.

We no longer bank at the XXXX. The number of customers that have moved all their services 
from a bank to another should be available to the public. That information is the clearest 
indicator that a bank is providing bad service. 

Thank you.