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.
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.
Toronto Top Stories
CTVNews.ca Top Stories
Canada handled key aspects of the COVID-19 response better in the first two years of the pandemic than most G10 countries, according to a new study by researchers from the University of Toronto, Unity Health Toronto and St. Michael's hospital.
Leading economic powers conferred by video link with Ukrainian President Volodymyr Zelenskyy on Monday as they underscored their commitment to Ukraine for the long haul with plans to pursue a price cap on Russian oil, raise tariffs on Russian goods and impose other new sanctions.
After years of playoff disappointments, the Colorado Avalanche are back atop hockey's mountain with a 2-1 Game 6 win against the two-time defending Stanley Cup champions Tampa Bay Lightning.
NASA has successfully launched a rocket from Australia's remote Northern Territory, making history as the agency's first commercial spaceport launch outside the United States.
With a speech about his own inspirational dream for the Black community, Sean 'Diddy' Combs channelled the spirit of the Rev. Martin Luther King Jr. while accepting the BET Awards' highest honour Sunday night.
Canada pledged $50 million to prevent Ukrainian grain from going to waste on Sunday as Prime Minister Justin Trudeau committed to work with G7 nations on further measures to halt the famine caused by the Russian invasion of the embattled country.
Behind prison walls, National Indigenous People's Day was celebrated this month, with inmates at a Manitoba federal prison granted access to music, drumming and sharing circles — positive steps forward to reconnect Indigenous inmates with their culture and rehabilitate a group that is incarcerated at a disproportionate rate.
Hundreds of thousands of people lined the streets of downtown Toronto on Sunday as the city's Pride parade returned for the first time in two years.
A Dalhousie University team of scientists — in a joint venture with a company called Planetary Technologies — is now in the next phase of their research to use the power of the ocean to one day reduce the world’s carbon levels.
A man in crisis stabbed several people Sunday morning in downtown Montreal, leaving one dead and three injured.
Rental prices continue to soar in Quebec, and regions outside of major urban centres appear to be more affected, according to data compiled by the Regroupement des comités logement et associations de locataires du Québec (RCLALQ).
Beverley Rothstein suffers from multiple sclerosis (MS) and is struggling after the adaptations to her bathroom have made her situation worse and she may be evicted.
It was a late night for firefighters in London on Sunday.
You may not know his name, but he’s performed alongside some of the all-time music greats.
'We were able to cool the propane tanks in time': Two families displaced after morning fire in London, Ont.
Residents were able to safely escape a house fire Sunday morning in London.
The latest developments for encampments in Waterloo Region, field trips being paid for, and a new hospital for the area round out the top stories of the week.
An essential caregiver in Waterloo Region is looking to remind the community that the COVID-19 pandemic is not over and the protections in place for the most vulnerable may not be enough.
Norfolk County OPP are asking for the public's help with an arson case from three years ago.
OPP Tweet: Highway 17 closed at Sand Bay Road at the Spanish River bridge.
A person was taken to hospital after a shooting on the Sheguiandah First Nation on Manitoulin Island Friday.
The Holistic Healing Fair is back in Sault Ste. Marie following a two-year absence.
NEW THIS MORNING
NEW THIS MORNING | Ottawa prepares for Canada Day celebrations
The city of Ottawa and Ottawa police will provide an update on preparations for Canada Day at 9:30 a.m. CTVNewsOttawa.ca will broadcast the media conference live.
Students at Hillcrest High School in Ottawa took part in a walkout after some students say they have been victims of racist treatment. Allegations of racism have been swirling at the school for months and now the Ottawa Carleton District School Board is investigating the incidents.
NEW THIS MORNING
NEW THIS MORNING | What's open and closed in Ottawa on Canada Day
CTVNewsOttawa.ca looks at the closures and schedule changes in Ottawa on Canada Day.
Police and fire crews in LaSalle are on scene of a structure fire.
Temperatures in Windsor-Essex for the next few days will be seasonal with low humidity.
Amateur organizations are doing whatever they can to shield players from the effects of inflation, as travel costs reach record highs.
City staff have notified council that transit won't return to full operation this year, frustrating several residents.
The Midland Public Library has unveiled a new space for teens to reach out to an age group that often loses touch with the local library.
Emergency crews were notified of the collision around 10:40 a.m. Sunday.
As HMCS Kingston and Summerside pulled away from Halifax Harbour and deployed for Operation Reassurance, there was no shortage of emotion from family members who came to see them off.
The inquiry into Nova Scotia’s 2020 mass shooting, says four pages of handwritten notes that sparked a political firestorm in Ottawa this week, weren’t immediately submitted when subpoenaed by its investigators.
'It’s in shambles': RCMP 'architects of own demise,' says criminologist after complaints in N.B. and N.S.
After a week of criticism and anger at the Mass Casualty Commission in Nova Scotia, and outcry in a rural area of New Brunswick, there are questions about the RCMP’s role in community policing.
Organizers of a central Alberta rodeo and its parade committee are calling for calm after a float in this weekend's parade, which possessed a racist theme, was seen in the procession.
Police are looking for suspects after they say a man was injured in a shooting late Saturday.
If you are looking for some more time on the slopes even though it's already summer, you might be pleased by an opportunity at Banff Sunshine Village.
Residents in Gimli are dealing with overland flooding due to high water levels on Lake Winnipeg and strong winds.
'We can't believe it': Winnipeggers come together to throw surprise baby shower for new Ukrainian couple
A Winnipeg woman is making sure a couple from Ukraine is feeling right at home as they prepare to welcome their first child.
Lori Ann Mancheese's death is now one of five women in the span of about a month being grieved by members of the province's Indigenous community. Winnipeg police say three of those women were murdered.
While most of B.C. remains under a special weather statement as the summer's first hot weather rolls through, the advisory has been upgraded to a heat warning for the Lower Mainland.
About a hundred people gathered in downtown Vancouver on Sunday afternoon denouncing the U.S. Supreme court's decision to overturn Roe v. Wade, which secured constitutional protection for abortion rights in the country for nearly 50 years.
With a heat warning in effect for Metro Vancouver and the Fraser Valley, several cities have opened up dedicated indoor cooling centres and outdoor cooling stations. We've compiled a list of what's available and where.
People are getting ready to return to Wakamne, God's Lake, on pilgrimage when the Pope visits Alberta.
The Edmonton Police Service is searching for a 13-year-old girl that was last seen Friday morning.
Twenty-five new service dogs and their families celebrated the achievement of graduating from Alberta's only internationally accredited assistance dog agency Sunday.