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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.

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Winnipegger Randy Wolfe reunites with founders of Israel program 44 years after having been in Tzfat, Israel

Randy Wolfe (left) with Aharon (last name not given) in Tzfat

We received an interesting message from someone by the name of Michal Laufer, who wrote that he was “Communications Director for Livnot U’Lehibanot — an Israel-based nonprofit that has been connecting young Jewish adults from around the world to Israel and their Jewish identity for over 45 years.”

Michael went on to share a story about one of the earliest participants in a Livnot U’Lehibanot program – some 44 years ago, when Winnipegger Randy Wolfe was in Tzfat.

Here’s what Michael wrote, along with a video that he attached in his message:

“I’d love to share a heartwarming story that beautifully reflects the bond between the Jewish Diaspora and Israel.

“Reuven (Randy) Wolfe, from Winnipeg, Canada, recently returned to Tzfat — 44 years after participating in one of Livnot’s earliest programs — to reunite with the founders of Livnot U’Lehibanot and revisit the place that changed his life.

“It’s a touching story about roots, identity, and belonging that I believe would resonate deeply with your readers.

“Attached is the full story.

“A short video: https://drive.google.com/file/d/1Ech3OOGO7ElnttWIWgaIQtQ2PIeQl2mT/view

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Winnipeggers recount experiences growing up in smaller communities

l-r: Bruce Sarbit at podium; seated - Chana Thau, Lil Zentner, Sid Robinovitch, David Greenberg

By MYRON LOVE “The place we call home,” observed Bruce Sarbit, “ – shtetl, town, city, country – is essential to who we are. We endow the place with personal meaning and it, in turn, provides us with a sense of identity and stability as we adapt to life’s circumstances in a rapidly changing world.”
 For many Jewish Winnipeggers of an earlier era, like Sarbit, that sense of identity was first forged in smaller communities throughout Manitoba, Saskatchewan and Northwestern Ontario where our parents and grandparents – my own father and his family among them – found general acceptance as farmers, merchants and professional people while they also successfully strived to retain their sense of Judaism.   
On Sunday, September 28, Sarbit was one of a group of four Winnipeggers who participated as part of the Jewish heritage Centre of Western Canada’s program “Beyond The Perimeter: Jews Outside of Winnipeg”, which was held at Temple Shalom. The four, in addition to Sarbit, were: David Greenberg, Sid Robinovitch and Lil Zentner – who began their lives growing up in Selkirk (for Sarbit), Portage La Prairie, Brandon and Esterhazy (Saskatchewan) respectively. The program grew out of the research conducted by Chana Thau, on behalf of the JHCWC, into Jewish life in smaller communities in Manitoba and Saskatchewan.
In Thau’s introduction, she noted the existence of several Jewish farm colonies that were established in the early years of the last century by German-Jewish Baron de Hirsch. At the same time, other Jewish immigrants (also all from the former Russian empire) to Canada were following the railroad and establishing themselves in the towns and cities that had grown up alongside the rail lines.
In the smaller communities, such as Shoal Lake – where I first lived (we were the only Jewish family) or Esterhazy (where Lil (Bober) Zentner’s family lived with two other Jewish families, the Jewish presence was minimal.  In larger communities – such as Brandon, Portage and Selkirk – the number of Jewish families may have been between 20 and 30 at their peaks in the interwar years and into the 1950s. Brandon and Portage had their own synagogues.
The four speakers described many commonalities about Jewish life where they grew up.  Their parents were storekeepers. Zentner’s parents, Max and Eva Bober, operated a general store in Esterhazy. Sid Robinovitch’s parents, Jack and Ethel Robinovitch, were proprietors of the Army and Navy Clothing store (which was a separate entity from the Army and Navy chain of stores which were headquartered in Regina, Sid pointed out) in Brandon.  Sarbit proudly reports that his family’s Sarbit’s Department Store in Selkirk was, at one time, the largest independent store in western Canada. While David Greenberg’s father, the late I.H. Greenberg, was a lawyer in Portage la Prairie – and David and his brother,  Barry, carried on the family legal practice in the community – his grandfather was first a journeyman lather who did plaster work on homes. The family later opened a second-hand store and subsequently constructed a grocery store – Greenberg’s Groceteria.
“The Greenberg grocery store extended credit to farmers and purchased their produce, which enabled it to thrive,” David Greenberg recalled. “I was once told by a friend years later that “Greenberg’s kept us alive” in the winter when they had virtually no money for food.
 While the Greenberg, Robinovitch and Sarbit families arrived in Portage, Brandon and Selkirk respectively in the early 1900s – as part of the wave of Jewish immigration from Russia at the time –meaning the three were among the third generations in their communities,  Lil Zentner’s parents, Max and Eva Bober were considerable later arrivals – having come to Canada respectively – in 1926 and 1930. They opened their general store in Esterhazy in 1936.
 The Bobers, being newcomers, were more observant than Greenberg’s, Robinovitch’s, and Sarbit’s parents.  Zentner was the only one of the four speakers who brought up the challenge of keeping kosher in a town far removed from shechita and kosher food.  She recounted how her parents brought in kosher meat from Regina.
 “We would buy chickens from local farmers,” she recounts.  “We would take them to Melville (which numbered perhaps 30-40 Jewish families in the 1930s and 40s) to have them killed and then we would remove the feathers, cut off the heads and clean them at home.”    
In Robinovitch’s telling, Jewish religious life in Brandon was “basic”.  “We kept kosher in our home,” he remarks.  “We brought in kosher meat from Winnipeg.  We had a synagogue but, aside from the odd community event, it really only functioned on the High Holidays.”  
David Greenberg noted that, for the first couple of decades, the Jewish community’s members davened in people’s homes. Portage’s Jewish community didn’t build a proper synagogue until 1950. Services were largely restricted to Friday evenings and the High Holidays.  The merchants had to work on Saturdays. The community also made attempts to have  a cheder, but with limited success.
 While  it would seem (from my own memories as well) that the general communities in those small towns respected the Jewish merchants in their midst – none of the four speakers mentioned any incidents of antisemitism – the Jewish families – even in the already more secular and integrated second and third generations – primarily socialized with other Jewish families.
 In Portage – although the Jewish families did largely socialize with each other, the second and third generations also held leadership positions in the larger community.  Greenberg noted that Jack Shindelman, Ben Kushner, and Irwin Callen all became aldermen, and Harold Narvey was re-elected chairman of the school board many times.
 “My mother served as President of the Imperial Order Daughters of the Empire (IODE),” Greenberg noted, “and as a longtime volunteer at the Portage General Hospital Auxiliary. My father and his brother Allan became Exalted Rulers of the Elks Lodge, My Uncle Michael was leader of the Elks Band.”  
 In Zentner’s remembering, although she had many non-Jewish friends among the girls in her classes – her parents only got together socially with the other two Jewish families in town or Jewish families in nearby towns.
 “In the summers, we would join other Jewish families at Round Lake, vacationing at Round Lake,” she recalled. “One summer, my parents sent me to a Habonim camp in the Qu’Appelle Valley where I met a lot of other Jewish kids.”
 “For their social life, my family mixed almost exclusively with other members of Brandon’s Jewish community,” Robinovitch said.  “There were Saturday evening poker nights and Sunday afternoon gatherings at Crystal’s Delicatessen.  On Saturday afternoons, I would go to the movies and a couple of other Jewish kids in my school and I belonged to the Cubs and Boy Scouts.
 “I had a few friends from school, but I always felt that I was different,” Robinovitch continued.  “I was aware of being Jewish – although I had no real sense of what Jewishness was all about.  I would say that the only time that I had any exposure to Jewish culture was when my parents sent me one summer to Herzl Camp in Wisconsin when I was 12 years old. It was a real eye opener being in an environment with so many other Jewish youngsters.  I was exposed to a lot of Hebrew songs and, to this day, I still remember the Birkat Hamazon and V’ahavtah prayers that I learned there.”
 The next year, the Robinovitch family moved to Winnipeg and young Sid quickly became immersed in Jewish life here.  “In Brandon, I felt that we were defined by what we didn’t do,” he observed.  “We didn’t go to school on the High Holidays.  We didn’t have a Christmas tree.  And we didn’t go to visit grandpa and grandma on the family farm.
“It was in Winnipeg where my identity as a Jew really began to take shape.  Brandon was a nice place to live, but it could not provide the strong Jewish community values that emanate from a lager centre.  A remnant of Jewish values still prevailed from the shtetl, but by my generation, they had worn thin.”
 For Lil Zentner, the end of her time in Esterhazy came when she began dating a local boy.  Her parents wouldn’t tolerate it when they found out.  After a mighty blow-up, she challenged them to send her to Winnipeg where she could meet fellow Jews.  Her older brother, Harold, was already here, going to university.  Her parents agreed and they followed a year later.
For the Jewish community in Selkirk, Bruce Sarbit noted, being so close to Winnipeg, it was almost an extension of the larger city.  His remarks were as much about nostalgia for Winnipeg as they were about Selkirk. “In my case,” he said, “I came into Winnipeg for everything Jewish – Hebrew lessons. Sunday Jewish history classes and YMHA clubs.”
 The smaller city, he observed – at its peak home to perhaps 20 Jewish families, “fostered a strong sense of community among the Jewish families and helped them to hold onto their cultural and religious traditions, celebrate Shabbat, observe holidays, practise kashrut and maintain their Yiddish language as they ran businesses that necessitated interactions with the non-Jewish  population”.
He added that his own father, Syd, who came to Portage at the age of three, was immersed in the general community as well – having twice served as president of the Chamber of Commerce, was also a member of the Rotary club, and once ran for election to the Legislature.
Unlike Portage and Brandon, though. Selkirk was close enough that the Jewish residents of Selkirk often drove into Winnipeg, attended High Holiday services here, visited relatives and, in general, partook of the activities, Jewish and otherwise, that the larger city provided.
Unlike Robinovitch and Zentner though, Sarbit did not spend all of his adult life in Winnipeg.  He left Selkirk at the age of 18 for Brandon.  For 40 years, the psychologist turned playwright  served as a counsellor at Brandon University.
“The descendants of the first residents chose not to remain in Portage,” Greenberg concluded – in summing up the decline and disappearance of the other Jewish communities on the Prairies – with the exception of Winnipeg, Regina and Saskatoon. “Intermarriage was frowned upon and the children were too few in number and not close enough in age to socialize, so for girls to meet Jewish boys they were required to move to alarger centres, primarily Winnipeg. I believe culture was the motivating factor in their decision.
“Only my Uncle, Allan Greenberg, a bachelor, Harold and Mildred Narvey, and their son Bruce, who opened a chiropractic practice, remained. Bruce Narvey, as I mentioned, was the last of the resident descendants, before leaving after his mother died.”
Although Greenberg himself – and his brother, Barry – have lived most of their lives in Winnipeg, they continue to practise law in Portage and have had a history of community involvement in the Portage community.  In recent years, David co-chaired the Portage and Area Beautification initiative committee through the Chamber of Commerce, resulting in seven years of service in the planning and implementation of the project. As a result, the committee was awarded its Citizenship of the Year award by the community. As for Barry Greenberg, he is a past president of the Portage & District Chamber of Commerce.
 

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Holocaust survivors group “Cafe Europa” celebrates 25th anniversary

Individuals who all played major roles in "Cafe Europa" over the years (l-r): l-r Keith Elfenbein and Harriet Kraut, JCFS workers; JCFS former executive director Emily Shane; Adeena Lungen, JCFS worker; current JCFS president and CEO Al Benarroch; Cheryl Hirsch Katz, former JCFS worker

By MYRON LOVE On October 12, 2000, the Jewish Child and Family Service (JCFS) invited Holocaust survivors in our community to attend an information session at the Gwen Secter Creative Living Centre to discuss how the community could better serve the needs of that segment of our community.  What grew out of that meeting was the establishment of the Winnipeg chapter of Cafe Europa, an international organization originally established by the Conference on Jewish Material Claims Against Germany, which brings together Holocaust survivors to forge connections and community with others who have shared their experience.
On Thursday, October 23, 2025, a small group of our community’s rapidly dwindling survivors  joined some of the JCSF staff who have been involved with the program over the years – including current president and CEO Al Benarroch, his predecessor, Emily Shane,  JCFS seniors case worker Adeena Lungen, recently retired Cheryl Hirsh Katz, along with Keith Elfenbein and Heather Kraut – the current JCFS staff overseeing JCFS seniors programming – also Shelley Faintuch, who was the Jewish Federation of Winnipeg’s Director of Community Relations 25 years ago – for the for lunch at the Gwen Secter to celebrate the 25th anniversary of the founding of Winnipeg’s Cafe Europa.
“It is a really special moment for me to stand before you today as we commemorate the 25th anniversary of our Holocaust survivors’ social lunch program,” said Adeena Lungen,  JCFS social worker. Lungen herself is the daughter of Holocaust survivors.
Al Benarroch, President and CEO of JCFS, added, ““Our Holocaust survivors are truly precious jewels, the living legacy, resilience, an embodiment of Jewish survival, and of ‘Am Yisrael Chai’.  We owe them so much for their stewardship of Jewish truth and justice.  They are truly righteous among us.”
Lungen continued: “It began with a simple idea to bring Holocaust survivors together and evolved into a regular biweekly group where survivors meet, share a meal, enjoy a program and find comfort in each other’s company. It has grown into an environment where survivors have been able to come together year after year supporting each other through illness, loss, and hardship, as well as celebrating together successes and family simchas.”
Lungen was one of two JCFS social workers who were at that original meeting 25 years ago, along with Shelley Faintuch – also the child of Holocaust survivors – representing the Federation.  “Our initial idea was just to create a space where survivors could come together as a community of people with shared experiences and history,” Lungen recounted.
The name, “Cafe Europa”, she explained, comes from a cafe of the same name in Stockholm where survivors met in the early years after the war in the hopes of finding family and friends who had also survived the Holocaust.
Lungen recalled that the survivors who attended that first meeting were very clear about their vision for the group.  “They weren’t looking for a therapy or support group – nor did they want to talk about their wartime experiences,” she said.  “They simply wanted a program where they could socialize with other survivors.  I came to understand their needs and desires to meet with others who understood loss and suffering in a way that only other survivors could.”
Speaking directly to the 15 survivors at the 25th anniversary lunch, Lungen praised them for their “indomitable will to live a life of purpose and meaning. You have shown all of us – in very real ways – what it means to rebuild your lives, to persevere and to believe in the possibility of goodness after unimaginable loss.
“We at JCFS are grateful for the opportunity to work with you, to learn from you and to be inspired by you.”
As the number of survivors in our community continue to decrease year after year, so too do the numbers attending Cafe Europa programs.  Keith Elfenbeinn noted, “when Heather (Kraut) and I began working with the survivors 12 years ago, we had close to 50 attending our bimonthly programs (which feature lunch followed by speakers or performers).  Now we get fewer than 20.”
He added that most survivors are in their late 80s or 90s now – including 100-year-olds Charlotte Kittner and Saul Fink.  
Lungen in particular noted Elfenbein’s role in co-ordinating all aspects of Cafe Europa’s programming, including phoning survivors to arrange transportation, booking the speakers and entertainment, and liaising with the Gwen Secter Centre.
Shelley Faintuch delved into Canada’s sorry history with regard to largely having banned Jewish immigration here before the war and limiting the numbers after the war.  She provided an overview – in her years as the Federation’s Community Relations director – to reach out to governments and build bridges to other faith and ethnic communities –as well as high school students, aimed at raising awareness of antisemitism and taking measures to fight this pernicious hatred.
The 25th anniversary program finished with a musical performance by Rabbi Matthew Leibl and Cantor Steven Hyman.

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