yesterday. There was some interest in knowing the result, so here it is:

 

They referred me to various locations of fine print on their website, showing IROC affiliation and being part of Scotia Capital and therefore covered by their client insurance as was discussed on this board. They apologized for giving me the wrong info on the phone and for the delay in responding (due to them having an "unusually high" volume of requests for information/help).

 

Given the high volume seems to have lasted for years now, I would judge it as something USUAL and due to the low capacity of their customer service.

 

Few customers have the patience to call for information and wait for 30 minutes or more "on hold". Perhaps having more information available on their website so customers can access their rules and regulations would reduce the HELP wait time. I am sure that many people, besides me have suggested this to them many time over many years.

Given that they pay a miniscule 0.25% on idle cash balances, you'd think they'd see benefit in keeping customers satisfied.