Ontario woman warns about choosing credit card PIN after RBC refuses to refund $8,772
An Ontario woman is warning people about what they choose as their credit card PIN after she said RBC refused to refund nearly $9,000 in fraudulent charges.
Ajax woman Rosina Ego-Aguirre said she went to downtown Toronto with a friend to visit Ripley's Aquarium in early April. Before getting to the aquarium, Ego-Aguirre said, she stopped for coffee, and at some point her wallet was taken out of her purse.
She said she had five cards inside her wallet, including three from RBC, one from BMO and one from Tangerine.
The 70-year-old said within two hours of her wallet being stolen, more than $20,000 in fraudulent purchases had been made on her various cards, including $9,242 through her RBC cards.
"I got a voice message from RBC telling me that there was unusual activity on my credit card," Ego-Aguirre told CTV News Toronto.
Ego-Aguirre said she called RBC back immediately to discuss the transactions, but waited on hold for more than 40 minutes without answer. Still downtown, she decided to go to the nearest branch to have her cards blocked.
She said she waited more than two hours for the branch to get a hold of RBC's fraud department. Ego-Aguirre said she was eventually given a provisional client card to use and was told RBC would follow up with her in the coming days.
"When I was dealing with the fraud department, the lady asked me questions about my PIN," she said.
Ego-Aguirre said she was asked by RBC if she used a PIN that was associated with her birthday.
"I said, 'Yes.' I was honest, I wasn't going to lie,” she said. "Then they told me they couldn't refund anything because it was my fault."
According to Ego-Aguirre, RBC will only refund her $470 in charges that were processed using tap. She says $8,772 in transactions completed by the thieves using a PIN won't be refunded because her numbers were not secure enough.
Ego-Aguirre said both BMO and Tangerine, where she uses a similar PIN, refunded the full amount within days.
"The manner in which I was treated by RBC during this experience has added to the trauma of being a victim of crime, and has further elicited strong feelings of deception, rejection, betrayal and pain," she said.
Ego-Aguirre said she has been using that PIN for more than 20 years, and has been a client with RBC for more than 43 years.
"My husband and I both are retired. We're senior citizens, and we live on a pension. What they are trying to withhold from me is basically a year's pension," she said. "In my household, every penny counts."
In a statement to CTV News Toronto, RBC said "in all instances (of fraud), we work with the client throughout the process and keep them informed, as we are continuing to do so in this case."
"Clients should choose a PIN they can easily remember, but avoid numbers and letters that others might guess, such as your birth date, phone number or address."
The bank said they would not comment any further about Ego-Aguirre's situation because of privacy concerns.
"I feel that I have been let down by the institution I trusted for the past 43 years," Ego-Aguirre said.
CTVNews.ca Top Stories
4th Indian national arrested, charged with murder of Hardeep Singh Nijjar
Homicide investigators in B.C. say murder charges have been laid against a fourth Indian national in connection to the killing of Sikh activist Hardeep Singh Nijjar outside a Surrey gurdwara last year.
'I am angry': Alberta farmers will continue fight over world class motorsport resort
The rolling hills leading to the hamlet of Rosebud are dotted with sprawling farms and cattle pastures -- and a sign sporting a simple message: No Race Track.
Man ticketed after allegedly trespassing again at Drake's Bridle Path mansion to get his bike
A man who tried to access Drake’s Bridle Path mansion earlier this week returned to the property Saturday and was apprehended again for allegedly trespassing, Toronto police say.
Couple randomly attacked, 1 stabbed, by group of teens in Toronto, police say
A man has been transported to hospital after police say he was stabbed in a random attack carried out by a group of teens in Toronto on Friday night.
Millions of Canadians have been exposed to potentially toxic chemicals, and they're not going anywhere
For decades, North Bay, Ontario's water supply has harboured chemicals associated with liver and developmental issues, cancer and complications with pregnancy. It's far from the only city with that problem.
Biden calls Trump 'unhinged,' says 'something snapped' in former president after he lost 2020 U.S. election
U.S. President Joe Biden on Saturday called Donald Trump “clearly unhinged” and claimed that “something snapped” in the former president after he lost the 2020 election.
Wildfire that forced evacuation of Fort Nelson, B.C., caused by tree falling on wires, mayor says
The wildfire that prompted the evacuation of more than 3,000 people near Fort Nelson, B.C., was caused by a tree falling on wires, according to the municipality's mayor.
Switzerland's Nemo wins 68th Eurovision Song Contest
Swiss singer Nemo won the 68th Eurovision Song Contest on Saturday night with 'The Code,' an operatic ode to the singer’s journey toward embracing their nongender identity.
IN PICTURES Northern lights dance across the night sky in southern Ont.
From London, to Grand Bend, Collingwood and Guelph, here are some highlights of Friday night and Saturday morning's northern lights display.