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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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Local News

Former Winnipegger Adam Druxman living the Hollywood  dream

By MYRON LOVE A dwindling number of Post readers may still remember the song “You Ought to be in Pictures.”  Adam Druxman may not be in “pictures,” but his life’ s work is the next best thing.  For almost 40 years, the former Winnipegger has had the privilege of being behind the camera helping to make magic happen.
“I always loved the movies,” says the son of the late George Druxman and the recently deceased Joan Druxman. But, growing up in Winnipeg (Old Tuxedo largely),” he recalls, “the prospect of actually having a career in movies in the ‘80s was quite a reach.”
As a young adult, the closest Druxman came to the movie business was working for Adi’s Video Shoppe (which most of us of an older generation will no doubt remember).  Ultimately, it was a chance exposure to the Winnipeg Film Group that turned out to be his entry into film production.
The young, aspiring filmmaker signed up in 1988 to take a course in filmmaking – through the WFG – with acclaimed Winnpeg-based filmmaker John Paisz.
“From John, I learned to write, shoot and edit a film,” Druxman recalls.  “At that moment, I knew this is what I wanted to do.”
With a grant from the National Film Board of Canada and the WFG, the young filmmaker created a five-minute film called “The Guinea Pig Age,” a satirical look at how humans have become test subjects for products and the environment.
The next evolution in Druxman’s pursuit came in 1989 with a move to Toronto where he hoped to enrol in Ryerson’s film program.  “I decided in August that I wanted to go to film school, but it was way too late for enrolment,” he recounts.  “I wasn’t able to get into the program until the following year, but I decided to move to Toronto anyway.  That was my first time living away from home. I enrolled in some night courses and and also began looking for a job.”
He was, he says, encouraged to seek work in the industry as a production assistant – essentially a “gofer”, he points out. “I didn’t know that was a thing I could do. So I send out 1,000 resumés –with nothing on them because  I didn’t have any experience.”
His break came when he got a call at 2:00 A.M. from a production company looking for a production assistant.  “My roommate, Shanno Zaslov, answered the phone,” he recounts.  “She was so excited that I had received a call that she told them not to contact anyone else while she tried to find me at a surprise birthday party.  After that first job, I never looked back.”
Over the past nearly 40 years, Druxman has never  been out of work for long.
His first credited role – as third assistant director – was in a 1992 production called “Stay Tuned, shot” in Vancouver. It starred Pam Dawber (of “Mork and Mindy” fame) and the late John Ritter.  Druxman’s responsibilities included organizing the extras,   maintaining quiet on the set, blocking out pedestrians and outside traffic during a take, helping to ferry actors between their trailers and the set, and alerting the performers.
After that movie, Druxman moved to Los Angeles.  He was soon promoted to second assistant director and – four years later – was promoted to first assistant director  – a role he has performed with distinction ever since.
“ As first assistant director,” he continues, “in prep, you manage scheduling, logistics, day-to-day operations and locations. During the shoot, you run the set, give cast and crew their call times, deal with issues such as weather delays, safety on the set, and manage the time of the shooting day.”
Among the better known movies that Druxman has been involved with  have been: Adam Sandler’s “The Waterboy,” “50 First Dates,” “Boogie Nights,” “Transformers,” “Magnolia,” and two of the “Super Trooper” films.
Some of the TV series that he has worked on have included: “Weeds,” “Prison Break,”  “Fargo,, Dark Matters,” “Las Vegas,” and “Cosmos: Possible Worlds” – a remake of the popular series first created by Carl Sagan 45 years ago.
 “The crazy  thing about living in LA,” Druxman observes, “is that I could drop in at any random Starbucks for a cup of coffee and run into a writer or director who might ask if I am available for a movie or TV show.”
It was a tough decision for Druxman to leave LA behind and move his family to Seattle about 14 years ago.  “”We moved to Seattle to be closer to my wife’s family while our son was in his formative years,” he says.
Druxman admits that it was scary leaving LA.  “At first, I was didn’t tell anyone I had left LA,” he recalls.  “I was afraid that some producers wouldn’t consider using me because I wasn’t in LA anymore.”
Nonetheless, he felt confident that he was well-established in the industry and that – with movie and TV production largely moving out of what used to be described as “the movie capital,” -he would still be in demand.  His assumption turned out to be correct.
Seven years ago he and his family moved again – this time to Chicago – after working on the movie “Candyman.”
“Housing was far more affordable in Chicago as compared to Seattle,” he says.  “I had shot in Chicago four times before. I love Chicago. It’s a beautiful city.   And I love the people here. It’s like a giant Winnipeg.”
“I’ve been lucky to  have had a good career and met a lot of great people over the years,” Druxman says. 
Currently, Druxman notes, he is in between projects.  It is always a concern, he concedes – either feast or famine – especially since the industry is going through a lot of changes between the Covid lockdowns, multiple union strikes, the streaming services reducing their content, and more production going overseas.  But, he remains confident that something will turn up sooner or later.
 “This business is cyclical,” he observes.  “There is always a ying to the yang.”

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Young entrepreneur Jonah Shapiro balances business pursuits with university studies

By MYRON LOVE While most of us may not know what we wanted to do for a living when we “grew up,” Jonah Shapiro is an exception. The son of Sean and Kera Shapiro has been in business for himself since he was 14. Currently, he is balancing the responsibilities of running two businesses while taking commerce courses at Huron University in London, Ontario.
 The entrepreneur’s business career began six years ago while in Grade 9 at St. John’s-Ravenscourt – evolving out of  a business class he was taking  at the school.  “My project,” he recounts, “was marketing a golf shirt brand.  After six months, the business was so successful that I expanded my product line to include team and club apparel.”
His first customers, Shapiro recalls, were students in his class.  He then took over providing BBYO apparel.  (He served as BBYO treasurer for two years.)  He was soon providing apparel for local high school teams, businesses and specific events. 
“It was rather challenging at first getting my foot in the door, he concedes.  “Here I was, 14 years old, showing up and having had to have my father drive me to the appointments.”
 
Nonetheless, he made enough of an impression that he was soon receiving a lot of referrals.
Last September (in 2025), Shapiro began classes at Huron University with  Advanced Entry to the Ivey School of Business at Western University in London, Ontario.
At the same time, he officially incorporated “Student Merch”- and expanded his reach nationally.  The online Student Merch provides custom apparel and other merchandise for Canadian university groups.
Shapiro reports that he currently has contracts with student groups at Western, Queens, UBC, McMaster, McGill and York.  “There are more than 300 universities across Canada,” he says.  “We will soon have ambassadors at all of them.” 
This past summer, the enterprising young man started a second business venture in his home town.  “Benny’s Home Services” cleans windows.  Shapiro reports that Benny’s provided its services over the summer to 325 customers in and around Winnipeg.  This past summer, he says, the Benny’s team also provided its service to BB Camp – where Shapiro was a camper for many years as well as a counselor – free of charge.
He notes that the Winnipeg company has a crew of 14.  With Student Merch, Shapiro handles all the managerial work by himself.
 
This fall, the young entrepreneur received some prestigious recognition. He was one of 12 students to participate in the Morrissette Institute for Entrepreneurship’ s Founders Program, which recognizes Western’s top student entrepreneurs and community builders and pairs them with alumni mentors, along with an opportunity for leadership roles within the Morrissette Institute. The inclusion in the program comes with a  $20,000 scholarship.
The newest feather in Shapiro’s cap is his being invited to be a part of Tangerine Bank’s brand new Tangerine Business – a mobile-first digital banking platform for Canadian entrepreneurs and small businesses. Tangerine is Canada’s original digital bank.
“Tangerine asked entrepreneurs across Canada to help develop its new banking program,” he says. “I was invited to provide a young entrepreneur’s perspective.”
No doubt about it, to use an old phrase: “The world is currently Jonah Shapiro’s oyster,” and his potential would seem to be unlimited.  I am sure readers will be interested to follow his career achievements over the coming years.

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A local vocal extravaganza

Sara Schabas

By Dr. RAY SINGER I just experienced a revelatory weekend of superb vocal music, about which I wanted to share.
First, on attending Shaarey Zedek for Shabbat morning services I was pleasantly amazed at what was transpiring: Marlaina Sommer was beautifully singing her way through her own Bat Mitzvah service. Having married into a famous local musical family, I was not surprised also to hear her daughter and son-in-law, Sarah Sommer and Justin Odwak, sing – with their ethereal voices flowing over the congregants. Spouse and father Hillel provided percussion.
That was just for starters. My wife and I then attended the first concert in the Asper Jazz Series to hear the New York Voices in their Grand Finale concert tour, Winnipeg being the only Canadian stop on their tour.
Singing as a quartet for 38 years, their jazz singing was superb – with intricate harmonies, scat solos and amazing jazz vocals in the style of Lambert, Hendricks and Ross. They displayed exquisite control, and also interacted well with the audience.
Our final vocal musical experience was most revelatory and meaningful. This event was held on Sunday in the Laudamus theatre on the C.M. U. campus
It was organized by the Women’s Music Club of Winnipeg. Little did I know that club has been bringing in musicians of world stature for 130 years. If not for the kindness of our neighbours, Professors Harry and Mary Lynn Duckworth, we would not have known of this concert, entitled: “In a Dark Blue Night.” The title was written in both English and Yiddish in the program notes.
The music was performed by two wondrous musicians: Isabelle David, pianist and Sara Schabas, solo soprano. They performed a song cycle by the Pulitzer Prize-nominated, N.Y.C.-based Jewish composer Alex Weiser.
The first half of the concert consisted of Leiders by Viennese composers of the early to mid-20th century, all of whom were Jewish or in relationships with other Jewish composers. The composers included: Arnold Schoenberg, Alma Mahler, Erich Korngold, and others. Sara’s rendering of their songs and poems set to music was transcendent and emotive.
The narrator of theevent, Nolan Kehler, himself a musician and music radio host, was excellent in detailing the Zeitgeist around those Viennese composers and how they had to flee Vienna in the late ’30s. At least two were murdered in the Holocaust.
The second half of the concert was even more amazing. Alex Weiser composed music to accompany selected poems written by Jewish immigrants to New York early in the 20th century. Sara, having sung most of the songs in the first half in German, and one in English, then sang those poems beautifully – this time in Yiddish. Then, as a finale she sang a Gershwin medley. To add icing to this note-worthy cake, the pianist played the most challenging dramatic part of “Rhapsody in Blue,” knocking it out of the park
Thus, in one weekend I heard a Sarah and a Sara, and am grateful for our musical riches, especially brought to Winnipeg by both the Mennonite and Jewish communities. I am no music reviewer, but can appreciate the talent and artistry displayed by both Isabelle’s David and by Sara Schabas And, great news: Sara, who is from Montreal has landed a job teaching in the Desautels Faculty of Music. Hopefully many more of us will get a chance to hear her.

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