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
New play structure – “Gan Reut” (Friendship Garden) opens at Asper Campus

By BERNIE BELLAN It was a gorgeous Friday afternoon, October 3, when Lori Binder, Gray Academy Head of School (also Board of Jewish Education CEO) welcomed about 40 individuals to the opening of a brand new play structure on the Asper Campus – situated exactly where the old play structure (which had opened in 1997 with the opening of the campus) had been.
Most of the individuals who were there that day had played a role helping to see the new play structure built – either as donors, or as members of organizations that had participated in the planning and construction of the new play structure.

As Binder explained, “We wanted to call this the Friendship Garden. We wanted it to have a Hebrew name. ‘Reut’ – play, is the language of friendship and it’s also the language of learning. And so today for the very first time, as our kids were watching the structure be built – and that too was also an amazing learning tool, they began to learn to use the structure.”
Why was there a need for a new playground, some might wonder – when the old one was only 28 years old?
Binder cited several reasons for wanting a new play structure: “A lot of injuries were happening because there was pea gravel, and the pea gravel was surrounded by a border of wood. And if you did not have the ability to step over or walk through the pea gravel, you could potentially have an injury.”
She added that “pea gravel is only used in 3% of playgrounds today because you might skid and need a bandaid or have a cut.”

“But we also recognized that with the broken structure and the inability for all children in our community to play we wanted to begin to envision a new structure,” Binder added.


The actual project took shape in a relatively short period of time. Design and construction was handled by a company known as Playgrounds R Us. President of the company, Matt Lacroix, noted that “typically a playground of not even this size” would take much longer to plan and build.
“We typically work with schools probably three to five years, sometimes two. So, from start to finish, for us to start a year and a half ago to now is pretty phenomenal,” Lacroix observed.

There are many new innovations included in Gan Reut, including the resilient rubber foundation, the handicap accessible play structures (that can even accommodate children in wheelchairs) and, on an unexpectedly hot October day – something that proved to be most welcome: shade everywhere you went.
Getting the project done required cooperation among Gray Academy, the Rady JCC, and the Asper Campus. When Binder first approached the Jewish Foundation for funding assistance, however, she said that initially, “we got denied.” However, rather than that being an impediment to moving forward, Binder said “it turned out to be a blessing.”
The reason, she explained, is the Jewish Foundation “plays such an integral role in matching us with potential donors, helping us bring something to light or getting something started.”
In the case of the playground project, it was the Rich family, led by Gavin Rich, who stepped up as lead donors. There were many other donors as well. (You can see all the donors’ names in the accompanying photo.) Also, the Jewish Foundation did come through with a grant – for the rubber foundation.

Binder spoke of the important role that play serves in children’s development: “Diane Ackerman states that play is the brain’s favourite way of learning. And if you go into the daycare or into any of our early childhood classrooms, you will see that they learn through play. Dr. Stewart Brown notes that nothing lights up a child’s brain-like play. And I bet some of you will want to also play because even at as adults, we like to play.”
The blue and white colour of the playground was also a deliberate choice, Binder noted. “Blue and white,” she suggested, was “very purposely chosen to match the colour of the Israeli flag and give us a reminder every day of coming to this amazing Jewish community campus.”
When it came to planning what would go into the playground, Binder thanked Rob Berkowits from the Rady JCC and Curtis Martin from the Asper Jewish Community Campus, “who were along for the journey…We also have many of our educators, an occupational therapist, early childhood specialists, elementary specialists, student life coordinators, all coming together with all of the different ideas.”
“I have to say it is overwhelming,” Binder added. “I’ve not really been involved in such a renovation project; it’s hard to make decisions. You can have a million different kinds of playgrounds.”
Not only will the playground, however, serve as a major enhancement to be enjoyed by students at Gray Academy and the Rady JCC daycare during weekdays, it will be open to everyone in the community 24/7, Binder noted.

Following Binder’s remarks, attendees heard from Rob Berkowits, CEO of the Rady JCC, who acknowledged the key role Binder had played in bringing the project to fruition: “I want to extend a heartfelt thanks to Lori Binder, Head of School at Gray Academy, for unwavering leadership in bringing this vision to life.”

Finally, Jill Winograd, who was representing the Asper Jewish Community Campus, offered remarks: “Spaces like this are more than slides or swings. They’re about belonging, imagination, and giving kids a safe place to grow together. So this project wasn’t about starting fresh, but renewal, taking something well used.
“So what makes this playground matter isn’t just the newer equipment or the safer surfaces, but the thoughtfulness behind it. Accessible roots, quiet corners. And spaces that welcome kids, parents and grandparents together. It’s built for inclusion and community. And I think grandparents is such a key word here because it’s really so lovely to see from our sponsors how many are in memory of grandparents and how special that time is at the playground for them.”

And, with that – and a ceremonial ribbon cutting by Gavin Rich and Marni Slonim, Grade 2 students from Gray Academy descended upon the structure – many with parents in tow, to demonstrate all the many features of the beautiful new playground.
Local News
Gray Academy registration numbers continuing their upward trajectory

By MYRON LOVE Lori Binder, Gray Academy’s Head of School and CEO of the Winnipeg Board of Jewish Education, is happy to report that this year’s enrolment stands at 517 – the highest back-to-school number since 2013-2014. “We have had to add a second Junior Kindergarten class and, for the second consecutive year, a third kindergarten class,” she says.
Gray Academy students speak of feeling safe and being able to connect with their roots. As Binder points out, many of the students have parents and even grandparents who attended Gray Academy or its founding high school, Joseph Wolinsky Collegiate. In addition, 25% of the staff are Gray Academy alumni.
The school also plays an integral role in helping families moving to Winnipeg from Israel, Argentina, Brazil and other countries to adapt to their new homes. Over the past two years, the EAL (English as an additional language) program has expanded significantly to accommodate growing needs.
Gray Academy is one of the only JK-12 Jewish day schools in Canada. The school remains committed to academic excellence, along with programming that builds community and connection. Gray Academy was the first Jewish day school in Canada to receive accreditation from Canadian Accredited Independent Schools (CAIS), a community of independent schools that meet and exceed rigorous national standards that inspire excellence and ongoing school improvement.
New this year, Binder notes, is the just-built AJCC Gan Re’ut (Friendship Garden), a fully accessible playground that children of all ages and abilities can use and enjoy. A new rubber foundation and accessible equipment make the new playground safer and more accessible for everyone.
She further reports that the four-year-old Gray Academy-Tough Duck Community Ice Rink, located on Danzker Field, has been enhanced with an asphalt base so that the facility can be used year-round for a wider variety of activities.
The school has also expanded its after-school music programs this year. In addition to traditional band and drumline programs, students can also take part in jazz, rock and vocal ensembles.
Binder notes that parents and grandparents of children are welcome to engage with the school. “Last year we launched a new “Grandpals” program for grandparents,” she says. “We offer several different ways for grandparents or any special seniors in students’ lives to engage with the school while being able to see their grandchildren.”
And did I mention that, over the years, Gray Academy’s outstanding debating program has been placing very well in national and international competitions?
In terms of tefillah and spirituality, Binder reports that the school is building on past informal connections with local clergy to allow more student interaction with our community’s rabbis and cantors. Throughout the year, clergy from various congregations will be coming in to the school in a more formal way.
A very important part of Gray Academy’s mission is fostering a love of Israel. Over the years, quite a few Gray Academy graduates have made Aliyah.
An important part of Israel education has been the nearly 30-year-long Jewish Federation of Winnipeg P2G (Partnership 2Gether) student and teacher exchange programs linking Gray Academy high school students with their counterparts at Danciger High School in the northern Israeli community of Kiryat Shmona and Nachshonei Hachula Elementary School in Yesod Hamala in the Hula Valley. For many years, Gray Academy would send groups of six to eight Grade 10 and 11 students to visit Danciger. Likewise, Danciger would send students to visit Gray Academy.
In fact, a group of Danciger students and faculty happened to be in Winnipeg on October 7, 2023. When the group was forced unexpectedly to extend their stay in Winnipeg until flights to Israel could resume, Danciger students and staff participated in our community’s subsequent show of support for our brothers and sisters in Israel.
While the program has been paused since then, Binder reports that she was in Israel in July and visited both schools. “With many Israelis having been able to return to their homes in the north after nearly 18 months of displacement, we are hoping to restart the exchange programs in the spring,” she says.
Binder adds that two young Israelis volunteering with Shaarey Zedek Congregation in something called the “ShinShinim program” (which is a year of service in the Diaspora prior to serving in the IDF) have recently arrived in Winnipeg and will be paying weekly visits to the school. The Jewish Agency for Israel’s ShinShinim program sends Israeli Grade 12 graduates to Jewish communities in the diaspora to enhance the teaching of Hebrew and love for Israel.
To commemorate October 7, the school – for the third year in a row – will be holding “Havdallah for Hope,” a memorial program for high school students, followed by Havdalah for the entire student body and community guests.
Binder points out that the school has a strong focus on affordability. “It is very important to us that no child is turned away because a family can’t afford to pay,” she says.
She notes that Manitoba is one of only a few Canadian provinces that fund independent schools such as Gray Academy, with the school receiving approximately 50% of comparable public school funding per student. Binder adds that the school offers a robust Bursary Assistance program, strongly supported by funding from the Jewish Federation of Winnipeg’s Combined Jewish Appeal. “Over 60% of our families receive some level of bursary support,” she reports. “We work with every family to ensure that no child is ever turned away because of inability to cover the full parental contribution.”
Just weeks into the new school year, Gray Academy is already looking ahead to enrolment for next September.
For more information about what Gray Academy has to offer and application dates, phone 204 477-7425 or email admissions@grayacademy.ca.
Local News
Former Prime Minister Stephen Harper headlines B’nai Brith Canada’s 150th anniversary celebration

By MYRON LOVE There have been very few – if any – Western leaders who have been more supportive of Israel and the Jewish people than Stephen Harper. On Wednesday, September 10, Canada’s former prime minister (2006-16) was the guest of honour at B’nai Brith Winnipeg’s gala evening in celebration of B’nai Brith’s 150th anniversary.
In a fireside chat with media personality Ben Mulroney, Harper demonstrated that he continues to maintain his moral clarity.
Two hundred B’nai Brith supporters showed up at the Fort Garry Hotel to celebrate the longevity of Canada’s oldest human rights organization. The discussion between Harper and Mulroney was preceded by about 90 minutes of fine dining and shmoozing. The formal program began with Dr. Ruth Ashrafi, B’nai Birth Canada’s Winnipeg Regional Director, reciting a prayer for the release of the remaining hostages held in Gaza.
Ashrafi introduced B’nai Brith Canada COO Judy Foldes and Jay Harris, Chair of B’nai Brith Canada’s Board, – who were both in town for the event – along with Simon Wolle, BBC’s new CEO, who is replacing the late and much appreciated Michael Mostyn.
Just before Harper and Mulroney began their conversation, Mulroney spoke with Jay Harris via video about the organization’s storied history and ongoing wrap-around services. Mulroney highlighted B’nai Brith’s long record of fighting antisemitism and advocating for human rights and its many programs aimed at bringing people together and helping the needy – not only in the Jewish community but in the broader community as well.
Stephen Harper congratulated B’nai Brith on its 150th anniversary and praised the organization for its unflinching efforts in pushing back against antisemitism and fighting for human rights.
“I really grieve for the Jewish people” he continued. “I understand how tough it is out there right now. When I took strong stands in support of Israel as prime minister, I always believed that the great majority of Canadians supported my positions. They were just quiet about it. While the loudest voices get all the attention, I still believe that most Canadians still quietly support Israel and understand that not only is Israel a democratic sates and an ally, but also that the Jewish people in Canada have made such a disproportionate contribution to our business life, charitable life, and public service. So just know that you are widely appreciated across the country.”
Following some discussion on the assassination of young American conservative leader Charlie Kirk a couple of weeks ago, the dangerous state of public discourse in the United States and concomitant worsening situation in that regard in Canada as well, Harper commented that “I just hope that people on both sides of the border will begin to pull back and can engage in vigorous arguments without ostracization, cancellation and assassination,” he said.
In response to a question from Mulroney about what is driving antisemitism in Canada, Harper suggested that “we have allowed certain institutions to make antisemitism – framed a certain way – socially and politically acceptable. After the Second World War,” he noted, “we, as a society, agreed that what we considered far right ideology– the idea that dividing people into categories – with some groups considered superior to others – and the people in inferior groups could be discriminated against, marginalized and, ultimately, killed – was socially and politically unacceptable – beyond the pale.
“But we have permitted in our universities and media the idea to germinate far left ideology, but that is the mirror image of the far right – that people can be divided into oppressors and oppressed – and that the oppressors can be ostracized, marginalized and killed. This is rampant in academic institutions – institutions that we overwhelmingly fund with public money – given on the basis that they represent free and democratic values such as individual, human dignity and small l liberal values. This should not be acceptable”
“This is not just about the Jews,” he added. “It is an entire intellectual framework and people who propagate it should be defunded and removed from their posts. My father taught me that antisemitism, no matter from the left or the right, is the first sign of a political movement and a society going to a dangerous extreme,” Harper said.
Mulroney observed that anti-Israel, antisemitic groups can never be propitiated. (Ed. note: I had to look up the meaning of “propitiated.” Here’s what I found:
Mulroney continued: “We have the most pro-Palestinian government in our history, yet we still see protests popping up in front of government ministers’ homes.”
In response to Mulroney’s questions, Harper pointed out the long-standing and close friendship between Canada and Israel (at least up until this current federal government). “There should be no question that Israel has the right to exist,” he stated, “and every country should be fighting terrorism.”
In response to a question about why Canada should support Israel, Harper noted that it is not about geopolitics or religion, it is a matter of basic common sense. “Israel and Canada are both free and democratic countries,” he pointed out. “The friends of Israel are friends of Canada. The enemies of Israel are enemies of Canada – who are also intent on destroying Canada. If the leaders of a country don’t get that, I don’t know what they understand about international affairs. To me, it is distressing that you have to explain this to so many world leaders.”
Mulroney asked Harper about the worldwide condemnation of Israel for “escalating the conflict by taking out Hamas leaders in Qatar.
“This not escalation,” Harper said. “This is de-escalation. By taking out Hezbollah, Israel has made Lebanon a better place. And the subsequent fall of Assad in Syria has made Syria a better place – although the jury is still out on that. The Israeli and American bombing of Iran has made the world a safer place.
“When I was prime minster, I was in virtually daily battles with the people in Canada’s Foreign Affairs department who wanted to oppose Israel,” he recalled. “It was just so ingrained. I saw it in a lot of other Western foreign affairs departments.”
One of Israel’s challenges, Harper pointed out, is that while there are 50 Muslim states (not all of them hostile to Israel ) in the world and 25 Arab states, there is only one Jewish state. He recalled that, “Too often, diplomats see their responsibility not in representing the interests of their home countries but rather, representing the global community.
“With so many more Muslim and Arab states, he observed, “it is all too easy to go along with the consensus to get along.”
Harper noted that in many of his meetings with foreign leaders, they privately agreed with him – but they didn’t want to fight the media and the academic establishment, so they just went along. “That is not leadership,” he said. “And leaders who don’t support Israel are jeopardizing their own countries’ future.”
Turning to the political situation in Canada, Harper was strongly critical of the Trudeau government which, he said, left Canada in a really bad place. He is hopeful that Mark Carney, our current prime minister, will adopt many of the policies that Conservative Leader Pierre Polievre is proposing, and make the necessary changes. If not, he noted, there will be a change in government.
In closing, Ruth Ashrafi thanked Earl and Cheryl Barish, the honorary gala co-chairs, noting how much their generosity and leadership has enriched both our Jewish and the wider community at large.