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
Karina Gould – vying to be next leader of the Federal Liberals, has a Jewish father – and her parents met on a kibbutz!
By BERNIE BELLAN In January 2018 I conducted an interview with the late Jim Carr who, at the time, was Canada’s Minister of Natural Resources. I asked Carr whether there were any other Jewish members of the Cabinet?
Carr said that Karina Gould, who was the Minister of Democratic Institutions in 2018, had a Jewish father. I didn’t know much about Gould back then, beyond recognizing her name, but the recent announcement that she has decided to enter the Liberal leadership race might be of particular interest to Jewish readers.
Gould has held a number of portfolios within the Trudeau government, most recently as House leader.
Now 35, while Gould’s entry into the Liberal leadership race would be considered something of a long shot, her relative youth – along with her experience (she has been a Member of Parliament since 2015), might make her a plausible alternative to the two more prominent candidates in the race: Chrystia Freeland and Mark Carney.
With Gould’s decision to enter the race to replace Justin Trudeau as Liberal leader, I thought it might be interesting to explore her Jewish roots.
In a 2021 article on the CJN website, the following was written about Karina Gould:
Gould, the member for Burlington, was first elected in 2015. She has previously served as Minister of International Development and Minister of Democratic Institutions.
Jewish on her father’s side, Gould told The CJN in 2015 that while she’s not “an active practitioner of Judaism,” she maintains her heritage through celebrating Hanukkah, Purim, and Yom Kippur.
Her paternal grandparents were Holocaust survivors from Czechoslovakia. Her grandfather was deported to Theresienstadt, then to Dachau and Auschwitz. Separated during the war, her paternal grandparents were reunited afterward.
Her father met her mother, who is from Germany, while both were in Israel volunteering on Kibbutz Naot, where the sandals are made.
Gould visited Israel on a Birthright trip and stayed longer for a personal visit. “Israel is a beautiful country,” she said. “It’s unique in the world. It has difficult challenges.”
She said she believes her family heritage plays a big role in shaping her political values.
“My family was accepted and welcomed into Canada after a difficult experience,” she said. “Canadian values of tolerance and diversity were not just important for my family, but for others. Canada provided the opportunity to grow and to thrive.”
Gould was front and centre during the 2019 visit to Canada of then Israeli President Reuven Rivlin.
She noted to Rivlin that since the free trade agreement between Canada and Israel was signed in 1997, the value of two-way trade had tripled, to $1.9 billion.
And under the Canada-Israel Industrial R&D Foundation, the two countries have funded close to 60 projects over the last dozen years, she added.
Ties between Canada and Israel “are long, deep and mutually beneficial,” she said.
Local News
Multi-talented Kelly Robinson continues to shine both on stage and behind the scenes
By MYRON LOVE For regular readers of my articles in The Jewish Post & News over the years, Kelly Robinson’s name is most likely associated with the growing number of students she has taught who who have stood out from year to year at the annual Winnipeg Music Festival in March.
“I teach voice lessons,” says Robinson. “I’m grateful to have such a full studio — over 50 students each week — and it’s delightful to see each student progress and grow their confidence and ability. Many of my former (and some current) students perform professionally themselves. It’s lovely to see.”
The teacher, moreoverr, is also a performer on local stages and behind the scenes. In recent years, she has appeared on stage in performances with the Manitoba Opera Chorus and the Manitoba Underground Opera, Rainbow Stage, Little Opera Company, Dry Cold Productions, and the Winnipeg Fringe Festival. In August, she notes, she sang the role of “Mother” in the opera “Hansel and Gretel” with Manitoba Underground Opera at the Winnipeg Art Gallery. Most recently, she was Music Director for the Manitoba Theatre for Young Peoples “A Year With Frog and Toad” in December.
Currently, she reports, in a real tour de force, she in playing a role on the production team in the Royal Manitoba Theatre Centre’s new production of the musical version of the movie “Waitress” (which starts January 7 and runs until February 1) behind the scenes and she will also be appearing on stage. “I am the Assistant Music Director,” she says. “I worked on the music with the singers in rehearsal to help everyone to sound their best. I played the piano for rehearsals. I am playing keyboard in the orchestra for all of the performances.”
In addition, the “Waitress” band is on stage, interacting with the cast. “That should be a lot of fun,” she comments.
For the daughter of Terry and Freda, a musical career was not on her radar growing up largely in River Heights. The graduate of the Hebrew bilingual program at Sir William Osler School (which lately was transferred to Brock Corydon School) told Winnipeg Fee Press opera reviewer Holly Harris in an interview that appeared The Jewish Post & News in 2017 that her original career goal was to become a dentist.
She was introduced to musical theatre by her drama teacher at Grant Park High School, who encouraged her to audition for that year’s production of “All About Cats”. To her surprise, she was cast in a lead role.
Despite this early introduction to the world of musical theatre, Robinson was still largely fixated on a career in the sciences.
In university, she pursued a four-year degree in microbiology at the University of Manitoba – and excelled. Toward the end of her science program, she recounted to Holly Harris and, despite being awarded full academic scholarships and the prospect of her own prestigious research lab, Robinson realized that her true love was music. She changed course and auditioned for the University of Manitoba’s Faculty of Music.
She did earn her B.Sc. – but she also completed a music degree with a major in Classical Voice Performance and a minor in Composition.
“It was really neat,” she told Harris – about composing music for a string quartet. “Hearing it performed was inspiring. I realized that, in music, there were endless possibilities.”
She furthered her musical education with studies in contemporary vocal styles through Boston’s Berklee College of Music. (Coincidentally, her husband, Josh Eskin, whom she met while both were teaching at a St. Boniface music school, studied guitar at that same institution.)
As a singer, Kelly Robinson has demonstrated a remarkable versatility. In addition to opera and musical theatre, she has done Gilbert and Sullivan – winning the Winnipeg Music Festival’s Gilbert and Sullivan Society Trophy in 2002, a tribute to her Zaida, Harold King. She has fond memories of him singing songs from Gilbert & Sullivan’s “Pirates of Penzance” to her when she was young.
Outside of music, Robinson enjoys crocheting, making jewelry, reading and spending time with Josh and their children – 15-year-old Juliet – also a Winnipeg Music Festival winner – and 11-year-old Dylan.
She is also the High Holy Day Choir Director at Congregation Etz Chayim.
After “Waitress”, Robinson reports, her next project will be serving as Music Director for Dry Cold’s production of “Dogfight,” scheduled for April. The musical – based on the 1991 film of the same name – revolves around another waitress and her encounter with three GIs about to be shipped out to Vietnam in the early days of the war – and the day before the assassination of President Kennedy.
According to the blurb from the theatre company, “ ‘Dogfight’ deals frankly with serious and important subjects that are still relevant in our fractious times of political instability, cyber bullying & intolerance of others”.
It sounds like another winner from the local musical theatre company that focuses on premiering the latest new musicals.
Local News
Beloved Chazan Sol Fink celebrates 100th birthday
By MYRON LOVE On December 24, Sol Fink, who both as shoichet and chazan served our community for many years, celebrated his 100thbirthday. In keeping with his low key approach to life, Fink commemorated the occasion only with those closest to him – his wife, Rachel, his children, grandchildren, and great-grandchildren, as well as his last remaining sibling, Ruth Zimmer.
Sol Fink is a man who is infused with a sense of gratitude for his long life, his family and Canada – his adopted home which welcomed him, his three sisters and his parents after their experiences in the Holocaust.
Perhaps the most remarkable thing about Fink and his sisters is that he is now the third of the siblings to have turned 100. His older sisters, Sally Singer and Ann Novak, had previously passed the 100-year milestone – and Ruth is not far behind.
The four Fink siblings were the world’s oldest siblings to have survived the Holocaust.
The Fink family was among the lucky ones – although they wouldn’t have considered themselves “lucky” that day in 1940 when they, along with other Polish Jews who had moved to the Russian-controlled eastern half of Poland (as compared to those who were already living in the area) were forced by the Russians into rail cars and shipped off to Siberia.
The Fink siblings. the children of Shaindel and Zecharia Fink, grew up in the town of Sanok in southeastern Poland, where Zecharia Fink worked as a kosher butcher. In the early days of the Nazi invasion the family relocated across the San River to Shaindel’s parents’ home.
Sol and his sisters did have a younger brother, Eli. Sadly, when the rest of the family wasa about to board the train, the little boy ran back to stay with his grandparents. He perished in the Holocaust, along with 80 other members of the family.
Three years ago, Sol’s niece, Carol Sevitt, published a story in the Canadian Jewish News chronicling the siblings’ life’s journey. A year later, Anne’s son, filmmaker Allan Novak, created a documentary which was shown at the Berney Theatre – among other venues in North America and Poland.
The family spent a year in a prison camp in Siberia. After the Nazis attacked Russia the Fink family was freed, but had to remain in Siberia for the duration of the war. After the war the family ended up in Germany. `
“We had an aunt and uncle, Clara and Jack Linhart, who were living in Winnipeg and they brought us here,” Sol Fink says.
That was in 1948.
Fink’s first job in Winnipeg was working for a construction company putting down hardwood flooring – an occupation suited to his ability to fix anything. In Siberia, he had been a blacksmith.
What he remembers about this first job was sitting on the roof of the housing he happened to be working on, savouring a big bun stuffed with perogies, which he would wash down with a quart of chocolate milk. He spent every second of that precious half hour enjoying the luscious foods he had been denied for six years in Siberia.
“We were always hungry in Siberia,” he recalls. “To this day, I still love the taste of bread.”
After a short stint in construction, Fink took his handyman skills to work for Adelman Furniture (which later became Penthouse Furniture). “I was doing repairs and servicing,” Fink remembers. “I was given a company truck to drive and went all over the city.”
In the mid-1950s, Fink went into business with his brother-in-law, Morris Singer. They purchased a corner grocery called Lloyd’s on Sargent and Langside. Later, they operated a store on Inkster and McPhilips.
It was while operating Lloyd’s Grocery that Sol Fink was introduced to the love of his life. “George Rubenfeld had come to work for us,” Fink recalls. “One day, he tells me that his sister is arriving from France. He said that she was beautiful and brilliant and wanted me to meet her. He invited me to Shabbat supper with the family.”
Fink was smitten with Rachel Rubenfeld. After a short courtship, he proposed to her one evening at St. John’s Park. She said that she couldn’t marry him because she had to look after her parents. His response – “we will look after them together.”
He was true to his word. After his father-in-law passed away in 1971, his mother-in-law came to live with Sol and Rachel and spent the last 22 years of her life with them.
He was equally solicitous of his own parents.
It was only after retiring in 1985 that Sol Fink began his second career as a chazan, Torah reader and shoichet. In an earlier interview with The Post, five years ago, Fink said that he became a chazan “out of necessity”.
“The chazan at the Bnay Abraham Synagogue had just quit,” he recounted. Rabbi Weizman and the president asked me if I could come to shul on Shabbats to help out.”
When, shortly after, they asked him to lead Yom Tov services, he remembers being unsure whether he could do it. “I went to ask my uncle, Moshe Langsan, his opinion. He knew the niggunim. He listened to my davening and encouraged me to take up the challenge.”
Rabbi Weizman also encouraged his new chazan to become the Torah reader for the Shul.
Around the same time, the community’s shoichet quit and moved to Toronto. “My brother-in-law, Morris, suggested to the rabbi that I might be a suitable replacement,” Fink recalled. “In the grocery store, we sold a lot of meat.”
Fink remembered being really disturbed by the scene at the slaughterhouse the first time that he went with Rabbi Weizman. He wasn’t sure that he wanted to go back.
“Rabbi Weizman encouraged me to come back with him and help out,” he says. “After three or four days, I was used to it.”
Fink and his partner, the late Shlomo Benarroch, worked as the community’s shoichetim for 20 years – usually going out one day a week to the slaughterhouse in Carman– until the community stopped schechitah about 20 years ago.
After the Bnay Abraham merged with two other Conservative congregations (the Beth Israel and the Rosh Pina) in north Winnipeg in 2002, Fink moved to the Chavurat Tefila. For a number of years, he led Yom Tov and Shabbat services and was one of the regular Torah readers on Shabbat at the small congregation. About fourteen years ago, he and Rachel sold their north Winnipeg home and moved into a condo in south Winnipeg. Despite living south, he continued to lead Yom Tov services at the Chavurat Tefila. (Over Yom Tov, he and Rachel used to stay with his sisters (whom he always called “the maidlach”) who lived nearby.
The last Yom Tov service that he led at the north end shul was just six years ago when – at the age of 93 – he had the pleasure of leading the services with his grandson, Avi Fink-Posen.
When leading services, Sol Fink always tried to daven with kavanah. “I was always aware that I was praying to Hashem for the congregation and the Jewish People as a whole,” he says.
As a father and grandfather, if you ask Sol’s children or grandchildren their opinion of him, they will tell you that he is the most loving, positive, caring, honest and hard-working person they know. What you see is what you get.
At the age of 100, Sol Fink is still hale and hearty and he and Rachel still look much younger than they are. Up until a couple of years ago, Fink was still swimming every day at the Rady JCC. Fink looks at least 20 years younger than he is. He and Rachel still keep fit exercising daily at home and Rachel makes sure they eat healthily. And he still puts on tefillin and davens every morning.
As the saying goes – may they both live to 120!
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