From: XXXX Sent: February-27-14 3:35 PM To: Consumer Code / Code consommateur Cc: XXXX Subject: XXXX rejects cash for mortgage payment This incident happened to me on Tuesday, February 25, 2014. I withdrew cash from the XXXX to make a mortgage payment and was refused to make the payment by cash. They insisted that the payment had to be made by cheque (a cheque from my Bank XXXX, and they even told me that the cheque did not need to be certified). So, I asked if they would then sell me a certified cheque which was also rejected since the XXXX was not my main banking establishment (however, I do have a Mortgage account with the XXXX) and had made a similar payment in 2013 without any problems. Upon explaining this detail to the bank, they told me that the policy had changed, and that clients were no longer allowed to pay by cash. Perplexing that a bank would not accept cash. So, back I went the XXXX and re-deposited the cash. Since my bank does not have individual cheques available to their clientele, I purchased a certified cheque at a cost of $7.50. The teller at XXXX left the "Pay to the Order of:" field blank just in case there were other issues, and for which I asked if she was expecting problems with the certified cheque. Her response was to assure me that the certified cheque was the same as real cash. Really? Apparently not at the XXXX. I returned to the XXXX and they accepted this certified cheque and I must say, the only explanation I can think of is, that there must be ways to collect fees or service charges using cheques as a method of payment. So deliberate in their insistence that the method of payment had to be made by cheque. The last thing that was told to me before I left the XXXX was that the payment was likely to go through by early afternoon and once completed, the manager would phone to assure me that all is well. I am still waiting for that phone call. It took me over one hour to finally make the payment to the XXXX. A disgusting display of customer service. This morning I was a guest on XXXX. I was told by the studio that during this segment, the callers-in and text message to the radio station were unbelievable. XXXX. I wonder what the public response to this news will foretell? A spokesperson for the XXXX did assure the public that they do accept cash as payment, and explained it as an administrative error. However, when a XXXX to ask if she could pay her mortgage at the Bank with cash; the answer was a resounding "No". Administrative error? I highly doubt it. My feelings about the Canadian Banking Industry? They reap great profits on the backs of hard-working Canadians –and obviously go to great lengths to think up new and inventive ways to instigate fees and service charges. ATMs introduced as a convenience to customers? Not likely. ATMs introduced as a cash cow for the banking industry? Likely. But the more profound question here is : Is it lawful for a federal financial institution to reject Canadian legal tender? XXXX