RBC customers outraged over partial refund after unauthorized withdrawals

globalnews.ca:

banking error at one of Canada’s largest banks.Jason and Susan Lyne say money was being withdrawn monthly from a joint RBC account they share with their daughter without their authorization.“They (RBC) could never answer the question ‘how can someone else’s account or how does someone access my daughter’s account?’” Jason told Consumer Matters.The Lynes say their frustration with RBC started when their daughter noticed payments to Telus exiting their joint account. They say those payments had no association with them or their daughter.

“It was basically $130 per time coming out that was not her payment. She’s never had a Telus account,” Susan said.Susan says her daughter, who lives in Calgary, first noticed the Telus payment withdrawals in February 2023 and reported the incident to her local RBC branch in Alberta.

“The advice from the teller was it’s not an RBC problem it was something she needed to take up with Telus because Telus was taking the money out of that account,” Susan said.However, Susan says Telus had no record of her daughter ever being a customer and was advised to go back to RBC to resolve the matter. “Literally, for nine months she was ping-ponged between RBC and Telus,” said Susan.Jason says in February 2024, he intervened and approached his local RBC branch to get the payments stopped.

The payments did stop. However, RBC told the Lynes in its internal appeal process, that there was no bank error made and only partially refunded them $393.75 due to the time lapse in reporting the incident.RBC noted as indicated in the Payments Canada guidelines, clients have 90 days from the date of the withdrawal to report incorrect or unauthorized pre-authorized debit transactions to their financial institution from