I’d like to introduce the newest member of The Globe and Mail personal finance team, Mariya Postelnyak. Mariya recently joined us to take on the consumer affairs beat, which means she’ll need the help of readers like you to help guide her coverage. In a Q&A we did by e-mail, she elaborates on her plans, what bugs her as a consumer and what she’s asking Globe readers to do:
Q: Mariya, can you tell us about your mission as part of The Globe and Mail personal finance team?
A: It boils down to two big goals. The first is to help Canadians make confident decisions about where and how to spend their money – breaking down the best travel credit cards or how to get cashback on rent, for example. The second is holding businesses and policy-makers to account for unfair practices that harm consumers. That means exposing misleading telecom contracts, calling out sneaky hidden fees, demystifying air passenger rights and everything in between. It’s about keeping consumers a step ahead. A big part of the role is investigating consumer complaints – I want to hear from readers about the issues that matter to them and experiences where they feel they’ve been taken advantage of.
Q: I took a look at your recent stories, and you’ve been busy covering the likes of concert ticket scams, prepaid funerals, airlines and the Canada Post strike. I want to start with ticket scams because they’re topical after the Canadian leg of Taylor Swift’s tour and personal experience. A friend had issues buying a ticket from a reseller for a recent Bruce Springsteen concert in Ottawa. What are concert fans up against with ticket scams and how can they protect themselves?
A: When I talk to older generations about the mayhem around Taylor Swift tickets, they often recall the simpler times of lining up (sometimes camping out) at the box office for acts like Springsteen or Barbra Streisand in the ′90s. Those days weren’t without their challenges. But new technologies do keep consumer protection agencies scrambling. An even bigger problem is that the concert ticket system is in very poor shape, pushing fans towards riskier resale markets.
Take the Swift tour – the Canadian Anti-Fraud Centre fielded more than 200 reports this year related to this event alone. Many victims tried securing tickets from resellers because Ticketmaster sold out in seconds (the same seats appeared on StubHub for double the price or higher). The CAFC found that many scams are carried out through hacked social media accounts of people known to the victim, so it’s important to reach out to that person through a different channel. Better yet, ask the seller to meet outside of a police station. If they hesitate, you’ve dodged a bullet.
Q: What about air travel – what are the big consumer issues there right now? How much have things calmed down from the chaos during the pandemic?
A: Canada has pretty robust air passenger protection regulations. The real frustration is the gap between what the rules say and how they play out in practice. This disconnect results in a time-consuming process for travellers. One reader commented that they finally got $500 compensation from the Canadian Transportation Agency – after two and a half years. In terms of how much things have calmed down – the CTA saw a 469-per-cent spike in complaints between fiscal years 2018-2019 and 2023-2024 alone.
Q: What are you hearing from Globe readers about their frustrations as consumers?
A: I was surprised by how many readers reached out after we published the story on prepaid funerals. This was a new topic for me, but it clearly resonated with people. One reader’s parents had prepaid for a funeral, but the provider said they couldn’t find the payment records. Another was shocked by additional fees. In both cases, the families faced these battles when they were least prepared to fight them. Beyond this, readers are expressing frustration with planning travel on a weak Canadian dollar, junk fees and new forms of shrinkflation (and “skimpflation” – when companies change a product’s formula), to name a few.
Q: As you look ahead to 2025, what are the issues you see yourself covering?
A: With all the changes south of the border, a big focus will be the impacts of Trump tariffs and a weaker loonie on how consumers spend and move around. I’ll be looking at sectors particularly hard-hit, breaking down what it actually means for consumers on the ground. I’ll also look at how they can ease the blows. The auto sector will be a big focus. Canada’s $2.54-trillion consumer debt is concentrated around vehicle payouts and tariffs can have enormous impacts on car costs.
Q: Personally speaking, what consumer issues particularly bug you?
A: I’ve been fascinated with digital dark patterns. If you’ve ever signed up for a free trial of a streaming service only to automatically get charged when the trial expired or found it impossible to unsubscribe, you’ve experienced “dark pattern” design. It manipulates consumers into making decisions they may not want to make. Recently, there have been promising policy moves to crack down on this, most notably in the U.S. with new “click-to-cancel” rules launched in October. I’m interested to see how these will influence rules in Canada.
Q: If Globe readers want to reach out with story ideas, what’s the best way to get in touch with you?
A: E-mail is the best way to get in touch – mpostelnyak@globeandmail.com. I try to respond to every message and, if we can dig deeper into a story, I’d be happy to hop on a call.
Call-out
The Globe and Mail is profiling people who rent by choice and are happy with their situation. We want to hear: how has it affected your finances and your retirement planning? We’re looking to hear from Gen Z, retirees and everyone in between. If you’d like to share your story of long-term renting, reach out to Globe reporter Sal Farooqui at sfarooqui@globeandmail.com
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Rob’s personal finance reading list
A look at the contribution limit for tax-free savings accounts next year, plus some helpful reminders of how TFSAs work.
Warren Buffett’s advice for parents
The renowned investor advises parents of modest wealth on how to handle a will to avoid a legacy of misunderstanding and resentment.
There’s an old rule that you should spend two months’ salary on an engagement ring, and it was developed by marketers for a diamond company. Here’s a take from the U.K. that trashes this rule and offers some commentary on what people are doing instead.
Feel like you’re missing the boat on bitcoin?
The price of bitcoin soared recently on speculation that the administration of U.S. president Donald Trump will be friendly to cryptocurrency. Some helpful words here on not getting caught up in the hype. Now, let’s say you understand the risks with bitcoin and want to buy in, regardless. Heres’ a look at how to get exposure to bitcoin through exchange-traded funds listed on the TSX.
Podcast fans
Subscribe to Stress Test on Apple podcasts or Spotify.
Reader comment: “Rob, you are spot on with your musical selections. Every. Single. Time. Keep them coming!!!!”
Rob’s reply: Thanks, I love to get comments on newsletter musical picks. Also, send your own suggestions for songs to include.
Do you have a question or comment for me? Send it my way. Sorry I can’t answer every one personally. Questions and answers are edited for length and clarity.
Tools and guides
A chart showing the debt burdens of major countries. Canada is smack in the middle. As for the United States, woof.
In the social sphere
Social media: A nice little summary of bull and bear markets.
Watch: A look at why houses are so unaffordable to many. The question raised here is whether it’s possible to get back to the days where home ownership was widely attainable for the middle class.
Money-Free Zone: Country singer Charley Crockett’s new album, Visions of Dallas, is enjoyable from start to finish, with cross-over appeal for non-country listeners. Lonesome Feeling is a nice little intro to Crockett’s pleasant twang and his tight band.
More PF from The Globe
- Yes, Aeroplan has clawed back points, but members who are gaming the system should not be surprised
- MPs grill Rogers CEO over price increase for TV customers in fixed contracts
- Bank fees eating away at your savings? How to avoid the most common ones
- When should the Bank of Mom and Dad default?
