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
Shaarey Zedek Sisterhood 60th anniversary interfaith luncheon
By MYRON LOVE On Wednesday, May 28, the Shaarey Zedek Sisterhood hosted its 60th annual interfaith luncheon – with 170 supporters on hand to break bread together, celebrate the Sisterhood’s 95th year in operation – in addition to the luncheon’s diamond anniversary, and enjoy an inspiring presentation by Indigenous business leader and consultant Lisa Lewis, who spoke about the kinship between her people and ours.
The program began with greetings from Lieutenant-Governor Anita Neville and Gail Asper, representing the Shaarey Zedek’s Board of Directors. Asper – the consummate community volunteer – spoke of the importance and benefits of the satisfaction gained from being a volunteer, as well as the important role that the Sisterhood has played in the life of our Jewish community’s oldest and largest congregation – a subject that was subsequently expanded upon by Marisa Hochman – one of the Sisterhood’s three co-presidents (along with Sandy Polanski and Louise Raber).
(Hochman and Raber also co–chaired the luncheon, along with Amy Karlinsky.)
“Our tradition teaches that it is important for us to be part of a community,” Hochman noted in her remarks. “Our Torah teaches that, while G-d is one, it is not good for man to be alone.”
She emphasized the importance in Judaism of balance and harmony as reflected in our rituals and observances – lighting two Shabbat candles, for example, the Commandments being written on two tablets, and in bringing together the four species of plants for the celebration of Sukkot.
“The mitzvah (of the four species),” Hochmanpointed out, ‘is not complete until all four of the elements are brought together – symbolizing that it takes many kinds of people to make a world – and that each of us brings something special to the table. It is only when all of us are working together that we are complete.”
Hochman provided a sampling of some of the ways that the Sisterhood contributes to its members, the synagogue and the wider community: the book club, the tallit-weaving program, monetary donations to the synagogue, support for theological seminaries and other Jewish educational institutions, and Jewish Child and Family Service.
“To me,” she added, “Sisterhood is friendship, community, the power of women working together to create, build and share and the passing on of wisdom and traditions – L’dor V’dor – from generation to generation.
“It is multigenerational, with members ranging in age from 16 into their 90s. A common thread that binds our members is that no matter their age or life circumstances, they are vibrant and engaged with the world around them. They love to learn and help others. They each contain a spark that illuminates.
“Like the glow of the Shabbat candles, we know that, together, we can bring more light and goodness into the world. Together, we definitely shine brighter than we do on our own.”
Following a delicious Shaarey Zedek lunch – salad, party sandwiches and dessert, keynote speaker Lisa Lewis stepped up the microphone. The speaker is a successful business woman, having started “Beyond Excellence Creative Consulting,” which provides tailor-made training and management assistance to a wide range of organizations.
Local News
Shindico celebrates 50th anniversary
(June 11, 2025) Shindico, one of Canada’s leading real estate firms, celebrated its 50th anniversary in typically understated style today. Instead of a lavish banquet in a swank hotel, over 200 Winnipeggers of different stripes gathered in a huge warehouse in St. Boniface to enjoy a variety of different foods served from different food trucks that had been brought onto the parking lot for the occasion in a carnival like atmosphere.
There were no long speeches marking the event. Instead Shindico staff mingled with guests and even the top bosses stood in line to order Philly steaks, french fries, cotton candy, popcorn, drinks, and sundry other food items. And, instead of the kind of swag typically given out at fancy celebrations guests were given simple hats saying “Shindico 50th anniversary.”
That’s the Shindico style we’ve come to expect of Shindico’s founders, Sandy & Robert Shindleman, who are known for understatement in their style of clothing – jeans and work shirts being what they are best known for wearing!
And, if you haven’t already read our story about how Sandy Shindleman came to found Shindico with his brother, Robert, you can read it here: The Sandy Shindleman story.
Local News
Cathy Moser organizing information program and beach party at Camp Massad as part of campaign to raise funds for pioneering Israeli treatment using psychedelic drugs and psychotherapy to treat PTSD
By MYRON LOVE When it comes to fundraising for worthy causes, Dr. Cathy Moser is one of the most creative and innovative people I know.
For over a dozen years, she was the annual Cancercare Manitoba Foundation Challenge for Life entrant Serratus Superstars team leader. Over that time period, Moser and her team raised over $450,000.00 – not only through walking but also through donations from garage sales and bake sales she and her friends organized and concerts organized in their homes.
A few months back, the Jewish Post ran a story about Cathy and her husband Jeff’s newest cause – a campaign to raise money for the Jerusalem Foundation’s new Resilience Centre, a novel treatment center for Israelis suffering from Post Traumatic Stress Disorder (PTSD). Aided in fundraising by long time Talmud Torah classmates and friends Donna Weinstein and Gina Chodirker, the Winnipeg couple are pledging to double every dollar donated to the Centre up to $100,000.
As part of that initiative, Moser and her friends are inviting readers to a special event – “Jerusalem at the Lake” on Sunday, June 22, at Camp Massad. The day’s activities will begin at 11:00 with brunch and presentations by Jerusalem Resilience Center directors Dr. Sinai Oren, psychiatrist and psychotherapist, and Pinni Baumol, a social worker who has been working in the area for decades.
That will be followed by a family-friendly beach party from 3:00 to 7:00 featuring activities for all ages. Moser reports that there will be dinner, a live band, Israeli dancing, sports, a heated pool and arts and crafts for the kids. She adds that she, Gina Chodirker and Donna Weinstein recruited several other Talmud Torah/JWC alumni – including Miriam Kohn, Avis Raber, Jackie Winestock, Deborah Fleishman and Gail Thau – to help out.
Moser points out that, according to the Jerusalem Foundation, estimates suggest that over half a million Israelis are suffering from PTSD, as well as other psychological issues, since the Hamas attack on Israel on October 7, 2023, and ensuing war.
“It is not only Israeli soldiers who have been traumatized,” Moser observed in that earlier interview. “Everybody in Israel knows someone who was affected by the attack on October 7. This past year has triggered trauma from past wars as well as intergenerational trauma from the Holocaust.”
In response to this tsunami of trauma that has hit Israelis, the Jerusalem Foundation, soon after the October attack, founded the Resilience Centre – operating out of the Shaare Zedek Hospital. The Resilience Centre utilizes a range of treatments for trauma therapy – including the pioneering use of the drug ketamine, in combination with psychotherapy.
Cathy Moser has been treating patients for the past 40 years. During that time, she says, she has treated victims of physical, sexual and emotional abuse and other horrific life events. Conventional tools and treatments can successfully treat trauma, but some (traumas) are so barbaric and complex that no matter how skilled a clinician is, “we cannot restore one’s lifeforce,’ ” she points out.
Moser initially approached the Jerusalem Resilience Center because of her work in psychedelic medicine. “Last summer, I visited the Reslience Centre,” she says. “I witnessed their treatment efficacy. There are less than a handful of legal psychedelic treatment centers in Israel, and this is a main one.”
Moser notes that readers who are interested in attending this special event and becoming sponsors can contact her at 204 295-3214, Donna Weinstein – 204 540-9869, or Gina Chodirker – 204 218-4803 or email friendsofJRC@gmail.com.
Registration deadline is June 14.
We owe it to our Israeli brothers and sisters to show them that we care about the mental health sacrifices that they are making to defend our homeland. While we happily offer donations for forest and building restoration, this gift will help to restore the ability of those that are traumatized to enjoy life again.
“We are hoping to raise at least $250,000.00 for the Jerusalem Resilience Centre,” Moser says. “That’s a lot of gelt…. but I think we can do it!
It is definitely a worthy cause.”
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