Scene+ customer care and support service

Scene is a loyalty program in Canada that offers a number of entertainment rewards. It is the first and only program of its type. It was established in 2007 under a partnership between Canada’s Cineplex Entertainment and Scotiabank.

Scene offers rewards such as free movie tickets, restaurant vouchers, and sporting goods. Members earn points through their bank transactions and entertainment activities. Once they have earned a certain number of points, they get rewards on them.   

Over the years, the loyalty program has expanded its scope and it continues to grow bigger. The secret to their success is their efficient and interactive customer care services that keep the customers connected. If you are a Scene user or wish to be, here is what you need to know about their customer support system.  

Customer Care Services

Scene has the best customer support services in Canada. They are reachable through a number of communication channels and offer various self-support tools. They ensure that they provide convenient tools and platforms for the users so that they feel free to reach out to them. Since loyalty is the key feature of the organization’s services, prompt access and responses are guaranteed.  

Knowledge Base

The Scene website has a huge knowledge base where you can find answers to many of your questions and queries. You can either search for the theme of your query on their search bar or go through the list of most-asked questions. Here is what you can find when you visit their knowledge base:

  • Read about how to earn and redeem points at the movies
  • Find out everything about your missing points
  • Learn more about the Scene program
  • How to join Scene
  • What is there for Scene members
  • How to download the App on Android, iOS and web  
  • What are movie Snacks
  • What are the latest live events
  • Scotiabank Cards
  • Scene Debit Card
  • Scene Visa Card

Self-Support Tools

There are a number of self-support tools available on the Scene website. These are:

  • Reset password: Here you can find all details about how you can reset your password step-by-step directly through the online portal.
  • Update Profile Information: You can update your profile information with a single click here. Change Communication Preferences: You can change your notification settings here.
  • Missing Points: You can find missing points and information regarding them here.
  • Lost Card: You can file a report here for your lost card, and Scene support team will get back to you with a replacement card.  
  • Send Me My Number: You can get your card number here to start using Scene.

Contact Scene Card

Scene claims that the fastest way to contact them is by sending them a question through their website as they try to answer promptly. You can submit your question simply by writing your name, email, and the subject of the email. You can also attach a file or picture related to your query or problem.

Sending a message through their online portal is fast and easy. Users file hundreds of queries every day and Scene responses promptly to them. They have a highly active customer support team managing and running their online portal.

Helpline Numbers

Another way to get in touch is through their helpline. Calling their helpline for assistance is a means of direct communication with their customer care representative. Every customer care representative in the call center is highly trained and skilled to listen to complaints and queries and effectively respond to them.     

Scene offers three helpline numbers for assistance.

  1. SCENE Helpline: Call 1-866-586-2805 to get in touch with the SCENE helpline. The Scene helpline is operative Monday to Friday 8 am to 9 pm (Eastern Standard Time) and Saturdays 8 am to 5 pm (EST). Unfortunately, this helpline does not operate on Sundays or on holidays.  
  2. CINIPLEX Guest Services Helpline: This online helpline is available 24/7 to answer any queries about visits to Cineplex, bonus points, or account points. Users can contact CINIPLEX directly for any questions from 10 am to 11 pm (EST) via this link. The service is also available through email after hours.
  3. Scotiabank Customer Service Helpline: Scene offers a separate helpline for all those who have questions and queries about the ScotiaCard or Scotiabank account. If you are a user in Toronto dial (416) 701-7200. If you are located somewhere else, dial 1-800-4-SCOTIA (1-800-472-6842)

Contests and Engagement

All Scene members can participate in a number of activities and contests that keep updating on their website. Scene makes all efforts to ensure customer engagement. There are a number of loyalty points and rewards offered through these contests.

The terms and conditions and update of events can be seen by visiting the Contests page.

They also have free movie tickets and member access for those who follow them on social media.

Social Media

Scene has a conversation going on social media accounts all the time! Their social media is their community through which they interact and engage with users. They have a highly-trained and professional customer support team operating their social media, so if you have any queries and wish to reach them directly, contact them through social media.

Twitter

Scene Canada has an active twitter account under the handle @SCENECard. Scene uses twitter to update its customers of all the happenings and offers. They tweet about all their ongoing news and upcoming events. You can reach out to them through twitter for any queries. Twitter followers also get special discounts and free coupons every now and then.

Facebook

Much like its twitter account, Scene’s Facebook page is also highly updated and interactive for users. They update all their maintenance issues, photos of events, and upload posts that users can share and comment on. Scene representatives also reply to their users.

Instagram

You can follow Scene on Instagram as well to follow updates and live stories. They also offer free tickets and coupons to their Instagram followers.  

Conclusions

SCENE cares about its customers. If you want to give feedback or have any queries, you can always contact them through the above-mentioned ways. 

Customer care reviews
Average Rating
41%
 2.1/5 (35)
 2.1/5 (35)
 2/5 (35)
 2/5 (35)

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35 reviews

  1. If l could give zero for response time l would.You must stay on line with volume almost impossible to hear.A more customer concerned system would have a callback system in place so as not to frustrate their customers.Scotiabank does not .l will use my mastercard more frequently in the future.

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  2. Such a disaster merging Scene and Scotia Rewards. Support is abysmal. The transition to the newer site has been plagued with issues. The only answers you get are “we’re escalating” repeatedly.

    Best to escalate to the Ombudsman to handle complaints. Their internal escalation process is hopeless.

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  3. It’s not helpful at all.
    I really want a new scene card but it’s not working.

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  4. I’m writing this review while on hold for more than an hour. What a mistake amalgamating SCENE and Visa.

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  5. Ridiculous, service..My son has been waiting for his new scene card for months now, suppose to be 2 wks, nothing..And to call is a waste of time, he calls different times, different days, and the wait times are insane, and noone does call back..Who has hrs to sit waiting for hrs..If you can’t be a reliable service, don’t offer it..Shame on you..😫🤬

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  6. Scene + is an absolute scam. Try holding for 2 hrs. waiting time. Not going to happen I have already spent 2 days trying to speak to someone when I did get someone he passed me on to Scent+ Customer Service. Not I have to wait another 2 hrs. (maybe). Terrible Customer Service. What ever happened to call centers right here in Canada? Terrible service. Response time would be 0 but I cannot access it.

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    1 person found it useful.
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  7. worst service.

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  8. After reading the other reviews I can totally understand your frustration. I am also very frustrated! March 19/22 I processed a redemption of points towards travel in just over $400.00. Online, it says it should take 2-3 days for the credit to be back on my credit card. I have tried several times to get through the phone lines waiting up to 2 hours only to be told I have the wrong department. Then transferred again, to be out on hold. Who has hours to sit on hold waiting for someone Not to help you. Also, tried live chat without getting any answers. If you do get someone it’s like they just want to pass it off to someone else. Three emails sent & still no response. Yesterday I went into the branch, and they can not help. Gave me the scene number to call. Yah, that’ll help! Ever since the Scotia Amex rewards was converted to Scene plus everything has gone for a s____! I have been with Scotia for 40 + years & have never been so unhappy with this service.

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  9. I have reached out to Scene to assist in redeeming my points and accessing my account. When did speak to a live agent they didn’t know how to help me and have left me on hold for 5 hours. This is unacceptable customer service. What kind of loyalty service doesn’t provide customer service in a timely manner or have staff who are capable of assisting you?

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  10. For the last month and a half, I have been trying to contact a live agent because the self-serve tools don’t have answers to my questions. I have been trying to use the chat, and it always says that there are no live agents even thogugh they claim to be available from 8am-11pm. I try caling them and the wait time is 2 hours with no call back option. Who has 2 hours to spare to be waiting on the phone! It is ridiculous. They don’t offer any help at all. The customer service is very bad, unreliable, and useless. They need to hire more people and have them monitor the chat and their phone lines. It is a national loyalty program, of course people all over Canada will be calling. They need to invest in proper customer service!

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    2 people found it useful.
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  11. Horrible customer expectation. When I called, it said that I will be on hold for less then 25 minutes. After 2 hours of waiting I hung up. In addition, the Scene points are completely messed up, and it has been ever since there was a change to this “Scene plus.” I had a purchase of over $2000, and I was only rewarded with 300 Scene points!!! Ridiculous…

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    2 people found it useful.
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  12. I called scene twice and asked for a call back and it took over 4 hrs to return my call and the second call they never even returned it. Also spent 2 hrs on hold and gave us. These people clearly need to give a few more people a job. And have better customer service and response times.

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    4 people found it useful.
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  13. Absolutely useless customer service. Spent 15 minutes on a chat after waiting 30 minutes, then was told inaccurate information. Since you don’t seem to be able to order gift cards an longer on the website, I was told I could purchase a ultimate dining card using scene points at any of the participating partners by the chat rep. I went to 5 different locations, and each one resulted in error reading. Apparently you can not use scene points to purchase a dining card. It seems like the scene program has continued to deteriorate and offer limited options. I had looked forward to purchasing some gift cards at various vendors that the new program was to include, only to find it is on “hold” no idea how long, or if it will ever be available. I certainly don’t want to buy several hundred dollars of movie tickets. I have been saving a long time, and feel quite ripped off especially since there was no communication about cards no longer available.

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    2 people found it useful.
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  14. Horrible been a client of Scotia Bank for 30 year always used my travel points had them converted back into my account within half hour NOW I’m not joking here I have been on hold for 4hr changed from on depart to another and now I’m hold 2hr 40 mims already this was the stupidest thing scotia ever did………..

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  15. I’m cancelling the card because I’ve not gotten any points since you’ve changed from Scotiabank rewards to Scene rewards. Customer service is atrocious. Two-hour wait times to rectify the problems, the online page just circles you around and then tells me there’s a problem, try again later.
    I’m considering changing backs because of this problem, because if you can’t handle simple rewards points, how can you hold my money.

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    2 people found it useful.
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  16. I have a Scene Card, but somehow it appears I have 2 accounts. I can’t access my points total on either card. I get the message ” this account doesn’t exits”. Can never get through on the phone help line. My advice- STAY AWAY FROM SCENE!

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    1 person found it useful.
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  17. The absolute worse customer service experience ever! 3 hrs wait time only to be disconnected. E-mails (several) never responded to. Spoke with 2 different people at Scotia bank they can’t help me. I have over 152,000 points that I can’t access. This is fraud and Scotiabank should be embarrassed to put their name to this! I have been a customer of Scotiabank (credit card) for over 30 years and have never been this frustrated with them. I would give -*’s if I could

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    2 people found it useful.
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  18. It’s hard to give an accurate review when the phone centre wait time is three hours and the online chat makes you enter in all your information to only be told that there is no one to help you. This is the opposite of customer service. Can’t think of a worst online experience.

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    1 person found it useful.
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  19. The experts don’t know or understand the question. Very poor service

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    2 people found it useful.
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  20. Worst and fraudal reward system . They did fraud of 100 dollars and now nobody taking responsibility of it .

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  21. I just spent an hour with an expert from chat and I am really frustrated with the service I got all I asked was to send me a new replacement Scene card

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    1 person found it useful.
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  22. If I could put zero stars I would. Wait time to speak to a real person today is estimated at 1 hour 50 minutes. I am one of many customers whose point balance has not been updated. I have 72,000 points on my Visa card that I am unable to access. Now for the first time in two years I want to book travel. I use points to upgrade my seat because I find it difficult to sit in economy seating because I have a lower back problem. I have been into my bank in person and they are unable to help me. I have phoned Scene on numerous occasions and the wait time has never been less than 1 hour 15 minutes. I would like to describe my frustration but words fail me.

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    5 people found it useful.
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  23. I would have to agree they have the worst service ever. I keep asking for my physical card and they never send it its been a year. I have over 10 free movies to redeem.

    Like this company needs to get sued Sonner than later.

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    1 person found it useful.
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  24. The worst customer service imaginable. It’s 2022, and the chat feature has an auto-bot that tells you there is no one available at the moment to assist. It’s 2022, and the call feature has a wait time of between 2-4 hours before anyone responds. They have a call back feature, but if you want people to use it, you have to show that you are reliable, otherwise who wants to go that route knowing no one will call back. And their email feature, no one responds to the ticket in over a month. What exactly is the purpose of the Rewards program, if you don’t have the ability to connect with your customers. This is getting to be as bad as Rogers/Bell customer service, which was a joke.

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  25. What customer support? My account has been “suspended” and I have been on the phone for over 3 hours the other day and over one hour today.

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  26. Absolutely disgraceful, ignore the stars as there shouldn’t be any. Have tried more times than I can count and have been held hostage on the phone for 3-4 hours at a time. Today, 4 hours and then disconnected. I’m on hold again as I write this and it’s been another 2 hours so far. Emails have not worked either – just a thank you for contacting Scene and that they are experiencing higher than anticipated volumes. Not cool. My Travel credits with WestJet are about to expire – THANKS so much for the great customer service — how about staffing up to handle the volume!!!

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  27. WTH the worst you’ll wait for 20 years for someone to pick up😖😖

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  28. Perhaps the most useless customer service I’ve ever encountered. Good luck even getting through to anyone. You’ll sit waiting 5-6 hours or more waiting to connect and will likely just not reach anyone before they “close” for the day. No clue how Scotiabank can attach their name to this joke of a business.

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  29. Sadly their customer support service do not exist, nobody answer and the e-mail contact is also inexistent. If anybody read this post do something more productive with your time and simply gave up to collecting scene points. Overall rating don’t even reach one star.

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  30. VERY UNSATISFIED , VER POOR SERVICE KEEP TRIED CALL AND HOLD FOR 2 HOURS NOBODY ANSWERED CALL.

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  31. My card was compromised (apparently I wasn’t the only one based off other reviews here), the email I received said I have a new card number and there definitely wasn’t a data leak so i shouldn’t worry (sure). Fine. So I log in with the new number. 11000 points spent in Lethbridge three weeks ago. A town I’ve never even been to. It took them three weeks to catch it. Whatever, I’ll just contact them to get it resolved, right? Nope. 5 hours and counting waiting for their online chat service to connect me to someone. Simultaneously 2 hours and counting waiting for a phone call to go through. How is this acceptable customer service?

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  32. Worst service ever. They told me my scene points card was compromised and so they switched cards without me giving my authorization, lost all my tens of thousands of points in the meantime….and now I can’t reach them unless I sit on the phone for over two hours. Most useless people ever.

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  33. The worst service I have ever had. I tried to call them plenty of times and waited for a long hours and what happens nobody’s answer my call, moreover, I tried to chat but, that thing did not work for me. Also, I tried sign in with my account, I know my password is correct still, it says that wrong password then I tried to change it but, they have suspended me to use it.

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  34. They don’t answer their phones, so you would think the live agent chat online is a good service, however they won’t respond to you there either. It’ll say ‘connecting you to an agent…” for hours on end.

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  35. Worst service ever , doesn’t matter when you are trying to call them , they will always want to wait you for 2:30 hours (in real ) . The gift card that I have redeemed they already deducted the points from my account but it’s been almost 3 weeks now did not got my gift card yet.

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