Local News
RBC freezes client’s bank account by mistake – and keeps it frozen without explanation
By BERNIE BELLAN (June 14, 2024) What would you do if, one day, you tried to use your debit card to pay for something or to take a cash withdrawal – and the card didn’t work? But then, after contacting your bank to try and find out why that’s happening, you’re simply told your account is frozen – without any further explanation? And, only after deducing that the bank froze the account of the wrong individual, does the bank finally admit its error.
Such was the case recently with an RBC client who happened to be a relative of mine and who enlisted my help in trying to figure out why their account had been frozen by RBC.
On May 1 I was contacted by my relative asking for my help. They couldn’t understand why their debit card wasn’t working. They told me that their card had stopped working five days prior. (It should be explained this individual does not have sophisticated knowledge how to deal with a problem of this sort and they simply thought there was a glitch in using their card that would be corrected in short order by the bank.)
After several days of not being able to use their card, my relative explained, they had phoned RBC on April 30, but were not offered any explanation as to why their account had been frozen. They were told, however, that the matter was in the hands of a Vancouver branch of RBC. My relative was even further puzzled. They lived in Winnipeg and had never even been to Vancouver. What did their account being frozen have to do with a Vancouver branch of RBC, they wondered?
The day my relative contacted me, I told them to come over to my house and that I would try and get an RBC customer service representative on the phone to obtain some sort of explanation as to why their account had been frozen. After getting an RBC customer service representative on the phone and explaining who I was, I asked permission to listen in on the conversation between my relative and the RBC customer service representative. The customer service representative agreed to allow that, but during the course of the conversation they said they were not able to offer any information as to why the RBC client’s card had been frozen.
Both my relative and I were totally puzzled. RBC had frozen their account but would offer no explanation for why that had happened.
Later that day, however, my relative contacted me again to say that they wondered whether it was possible their account had been frozen by mistake because they had the same name as another relative? That other individual does live in Vancouver, so it began to make sense to me. I don’t know that individual well, but was able to contact them after getting their phone number from someone who knew them.
I phoned that person but just got their voice messaging, so I left a message asking them to call me. In a few minutes that individual did call me back and did say, not only that they had an RBC account, but that they had some legal issues related to debts (without going into specifics).
Immediately it occurred to me that my Winnipeg relative’s account had been frozen by mistake and that it was this Vancouver relative whose account was the one RBC had intended to freeze.
I phoned RBC back again and said that it was apparent RBC had frozen the account of the wrong individual. When I gave a detailed explanation of what evidently had happened, this time the RBC customer service representative told us to go down to the branch where my relative does their banking, where we would be met by a banking representative.
At the branch we met with a very nice RBC representative who said they had been brought up to speed as to what had happened. The bank representative explained that my relative’s account had been frozen as the result of a court order that had been issued in Vancouver to freeze the account of someone with the same name. The representative said that my relative could still not use their debit card to access cash, but the representative would be able to give them cash that they could use until their account was unfrozen.
At that time I suggested that what RBC had done was an outrageous mistake and that RBC ought to offer compensation to my relative. The branch representative said RBC was willing to waive bank fees for my relative for six months – apparently worth something in the order of $80 altogether.
The representative also gave me the name of the law firm that had applied for the court order that had led to the wrong account being frozen.
I contacted that law firm the same day and explained what had happened to a lawyer from the firm. The lawyer told me that the court order that had been applied for and had been issued by a court specifically gave the number of the bank account that was to be frozen. The lawyer sent me a copy of the bank order.
It was apparent that someone at RBC had made a huge mistake. They had ignored the order to freeze a specific account belonging to a specific RBC client and instead had frozen the account of a totally different RBC client who happened to have the same name!
When I discovered how egregious a mistake RBC had made – after reading the court order, I contacted the same RBC branch representative who had offered to freeze the fees on my relative’s account and said that my relative expected a lot more in compensation for such an outrageous mistake than simply having bank fees waived for six months.
On May 22, the RBC branch representative wrote in an email to me:
“Your request for compensation has also been escalated to our RBC client care department. They will reach out directly.”
On June 11 we contacted the branch representative to say that my relative had not heard anything from the client care department. On June 12 the branch rep wrote to me to say that an RBC client care representative had indeed attempted to contact my relative – both via phone and email. The phone number that was given in the email though was no longer in service and when we checked with our relative they said they hadn’t received an email.
On June 12 we emailed the RBC client care representative to ask them to attempt to contact our relative again. We did not hear back from that representative. To date our relative says they have not heard anything from the client care representative.
The upshot is RBC made a huge mistake and froze an account of the wrong individual – causing them distress and frustration, and only after we were able to figure out what had led to the wrong account being frozen, did RBC unfreeze the account. And, even though we asked for compensation over a month ago, no response has been received from RBC.
Update June 25: In a letter dated June 18, 2024 RBC client care representative Michelle Smith finally responded to the RBC client. In her letter, Ms. Smith wrote that the client “accepted the Branches (sic.) offer to waive the monthly fee on” her “RBC Advantage Banking Account for 6 months…for a total amount of $47.70…No further compensation will be provided.”
What Ms. Smith does not address in her letter, however, is the fact that when the RBC client attended her local branch to find out why her account had been frozen, she was told it was a result of an order by a BC court to freeze an account belonging to a client with the same name.
As noted in the story though, it was only after receiving a copy of the court order that had led to the freezing of the bank account from the lawyer who had applied for the court order did it become apparent that it wasn’t simply a mistake of freezing an account for the wrong person, it was also a mistake of ignoring the specific instruction on the court order to freeze an account with a specific number attached to it. It wasn’t just a mistake – it was gross incompetence on the part of an RBC employee. Yet Ms. Smith conveniently chooses to ignore that in her letter rejecting any further compensation to the client.
In her letter, Ms. Smith does invite the client to take the matter up with the RBC Client Complaints Appeal Office. If anything ensues from that we will update this post.
Local News
Bright future for Israeli-born University of Manitoba Science student Erele Tzidon
By MYRON LOVE Erele Tzidon, a second year Science student at the University of Manitoba, seems to have a bright future ahead of her.
Rabinovich-Nikitin
The year before last, the Israeli-born graduate of Gray Academy received a University of Manitoba undergraduate research award, which allowed her to pursue research as a member of Dr. Inna Rabinovich-Nikitin’s research team at the Institute of Cardiovascular Sciences, (ICS) researching the link between pregnancy complications and the risk for heart disease.
The world-renowned institute, directed by Dr. Lorrie Kirshenbaum, studies heart disease and heart function with the goal of researching means to repair damaged heart cells and prevent heart failure.
This past November, Tzidon was presented with a second award – the Dr. James S. McGoey Student Award – based on the quality of her cardiovascular research at the ICS, which operates out of the St. Boniface Hospital’s Albrechchtsen Research Centre.
“We are very proud of Erele and her achievements,” says Dr. Inna Rabinovich-Nikitin. “We believe she has a promising future in medical research.”
Originally from Moshav Ginaton in central Israel, Tzidon came to Winnipeg in 2018 with her parents Ofer, formerly regional manager for a car rental agency in Israel and now an RBC branch Manager, and Sharon, an emotional therapist in Israel who is currently working as an educational assistant at Gray Academy. Tzidon also has three younger brothers.
The 19-year-od reports that it was through a connection she forged with Rabinovich-Nikitin at G ray Academy (where the latter has three children enrolled in the elementary program) that opened the door to a summer position at the ICS in 2023. She notes that she is at the ICS two days a week and at the U of M three days a week.
“I have always wanted to do research,” she says, “because I have an unlimited number of questions. And I love working with the great team at the ICS.”
One of the primary focuses at the ICS in recent years has been on women’s heart health. Three years ago Kirshenbaum created a new research program within St. Boniface Hospital specifically for the study of heart disease in women. Dr. Rabinovich-Nikitin was the first faculty member seconded to the new research program
In an earlier article I wrote about her in the Post (in 2021), I noted that she, like Erele Tzidon, is originally from Israel, having arrived in Winnipeg in 2016 with her husband Sergey, and their two children (a third child was born here) to further her scientific knowledge through working in Kirshenbaum’s lab.
Rabinovich-Nikitin is graduate of Tel Aviv University with a Ph.D. in biotechnology.
“I was always interested in science, how things work,” she notes. “I have a particular interest in women’s cardiac health.”
Four years ago she herself was presented with the Winnipeg Foundation’s Martha Donavan Leadership Development Award. The award is intended to provide leadership development opportunities for women in the Rady Faculty of Health Sciences at the University of Manitoba. Eligible applicants include women who are full-time or part-time academic faculty members, students of the Rady Faculty of Health Sciences, and students as well as post-doctoral trainees (including residents), presently enrolled in a program of study within the Rady Faculty of Health Sciences.
In 2022 Rabinovich-Nikitin, was the winner of the Louis N. and Arnold M. Katz Basic Science Research Prize for Early Career Investigators awarded by the American heart Association (AHA). This award is the highest international recognition of research excellence for an early career investigator to receive, and Rabinovich-Nikitin is the first ever Canadian scientist to receive this award.
That same year she joined the University of Manitoba Department of Physiology and Pathophysiology as an assistant professor, studying heart disease in women. Rabinovich-Nikitin observes that heart disease in women presents itself in a different way than in men. She notes that one of the new lab’s initial findings was that there is one specific gene that leads to cardiovascular issues in some pregnant women that can point to heart disease later in life, and also have negative implications for the development of their children. Those children are smaller at birth and, as adults, are prone to hypertension, diabetes and obesity,
“We are looking into how that particular gene increases the risk of heart disease.” she says.
Rabinovich-Nikitin would like to invites readers who may be interested in learning more about women’s heart health to a free program the ICS is offering on Sunday, February 23 at the Wellness Institute at 1075 Leila Avenue from 1:00-4:00. The afternoon will feature speakers, children’s activities and Zumba sessions.
“I would encourage everyone who has questions and wants to learn about women’s heart health to attend,” she says.
You can find more about the event at https://megaheartevent.com/
Local News
Videographer/photographer Jeff Gordon looking forward to sharing his expertise through series of in-person classes
By MYRON LOVE Jeff Gordon is the epitome of a visionary and the trajectory of the local videographer/photographer has just gone into overdrive.
At the beginning of the year, the founder of JAG Videos and Photography inaugurated his brand new state-of-the-art studio in a new facility he built behind his north River Heights home. And, shortly after, he launched the first session of his new school for budding photographers and videographers.
“Up until now, the only options for anyone interested in learning the art of photography or making videos has been either Red River College or the University of Winnipeg,” Gordon points out. “I recognized a niche here and my goal is to fill this gap.”
The first of the 16-week sessions in his new studio began in mid-January. He reports that he is running three classes a week- one strictly for teenagers.
“The course exceeded my expectations. We sold out quickly and I have a waiting list,” he notes. “I have 16 students divided among the three classes. I am teaching the students everything I know about photographer and videography. The curriculum is easy to follow.
Increasingly, we are in a digital world,” he adds. “Businesses need staff who are adept at making videos and taking photographs. Companies need staff who are able to create videos for them to promote the business online.”
He envisages offering the program three times a year – with future sessions beginning in May and September.
Gordon’s curriculum is his own creation, based on his experience and a previous training manual he wrote years ago for an entirely different group of students – drummers.
Before Jeff Gordon discovered his passion for photography and videography, he was a musician – a drummer to be specific. The graduate of the Hebrew Bilingual program at Brock Corydon Elementary School and later, Shaftesbury High School, began playing drums in high school and started teaching others to play shortly after.
“I used to have as many as 40 students at a time,” he recalls.
Following graduation from Shaftesbury, he enrolled at the Los Angeles Music Academy. In 2006 he graduated from the jazz program at Grant MacEwan University in Edmonton. His professional credits include 16 years as a drummer with the Sarah Sommer Chai Folk Ensemble and five years as a member of a touring band called “Driver.”
It was while performing with “Driver” that he began doing videography. “I have always been fascinated by technology,” he says. “While on tour, I began making videos of our live concerts. I would set up four or five cameras to record the shows.”
In 2014 Gordon took the plunge and dove into photography and videography full time with the founding of JAG Videos and Photography. “I started with weddings and gradually started to develop a commercial and corporate clientele,” he says. “I do a lot of head shots for businesses. I have also done a number of TV spots for Global and Corus.”
In his new studio he has also been recording a weekly podcast for a client, he reports. “I have a chesterfield for the podcaster and her guests and provide a coffee table and coffee.”
And while the Covid lockdown proved to be disastrous for many, for Gordon it turned out to be very good for his business. “I was really busy,” he says. “Because of the lockdown, there was an increased demand from corporations and companies for videos.”
Previous to building his own studio, Gordon notes, he was renting space in the Exchange District. “I got the idea for building my own home studio while having renovations done in our kitchen,” he recounts. “It took about a year to build. It’s great having the studio. It feels like an extension of my home.”
(He adds that he is still going out on location when required.)
“I really enjoy teaching,” he says. “I love expounding on subjects I am passionate about.”
Jeff Gordon has bold plans for his school and curriculum. “I hope to be able to expand the number of students to the point where I need a larger space,” he says. “I envisage hiring other teachers and running multiple classes at the same time. I hope to create a digital version of the course and sell it widely online. I would also like to be able to license my program and sell it to schools and universities.”
Gordon feels that he is truly blessed to have been able to turn a hobby into a full time business.
As the same time, he hasn’t entirely given up the drums. “I still have my drum set in my basement,” he notes.”I am enjoying teaching my two daughters (both Brock Corydon students incidentally) to play the drums.”
Jeff Gordon’s website address is www.jagvideos.com.
Local News
Winnipegger featured in Apple commercial highlighting new adaptive technology
By MYRON LOVE The year just past has been a memorable one for Melissa Shapiro. In recent weeks she and her boyfriend moved into their new home in East Kildonan and – in September, the daughter of Cory and Goldelyn Shapiro – was one of the featured guests at Apple Headquarters in Las Vegas for the premiere of an advertisement – produced by the tech company – highlighting Apple’s newly developed adaptive technology.
“I was flown out to California by Apple’s PR team,” recalls the 26-year-old policy analyst with the Education and Early Childhood Learning Department. “The event was held at Apple Park. It was really exciting seeing all the newest products and features.”
Shapiro, who was born missing her left arm, came to the attention of Apple as a result of Instagram videos she made demonstrating her ability to work out as an adaptive athlete. Last May, Shapiro reviewed the Apple watch’s accessibility features in a video, and it caught Apple’s attention.
“I was contacted by a casting agency in July,” she reports. “Next thing I know, we are filming in Toronto in August. I was the only Canadian involved in filming the commercial.”
Shapiro has never let her disability define her life- thanks in part both to her parents and the War Amps of Canada Child Amputee program, which reached out to her family three weeks after she was born.
“We received a lot of support – financial, recreational and emotional – from the War Amps,” she says. “Through the program, my family was able to connect with other families with similar challenges.
As well, the War Amps helped me to integrate in school and participate in sports while I was growing up by providing me with different prosthetics paid for by donations to the program.
Over the years, Shapiro ha been able to give back to the non-profit organization by appearing in War Amps public service spots highlighting such tips as playing safe in order to avoid accidents that could result in amputations. She has also been featured n War Amps-organized seminars and media appearances promoting the work of the War Amps in helping to improve the quality of life for children like Shapiro who were born missing a limb or those who lost limbs due to an accident.
“I still enjoy doing ‘playsafe’ presentations and public events for the war Amps,” she says.
Readers who may be interested in supporting this worthwhile program can donate by phone (1800 250-3030) or go online (waramps.ca).
Libby
June 20, 2024 at 7:43 pm
Not surprising Financial Institutions have become incompetent at all levels from tellers to managers.
When AI takes over jobs will be gone and CEO and VPs will be compensated