An Ontario woman is warning people about what they choose as their credit card PIN after saying RBC refused to refund nearly $9,000 in fraudulent charges.
Ajax wife Rosina Ego-Aguirre said she traveled to downtown Toronto with a friend to visit Ripley’s Aquarium in early April. Before arriving at 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 that within two hours of her wallet being stolen, more than $20,000 in fraudulent purchases were made on her various cards, including $9,242 through her RBC cards.
“I received a voicemail from RBC letting me know there was unusual activity on my credit card,” Ego-Aguirre told CTV News Toronto.
Ego-Aguirre said she called RBC immediately to discuss the transactions, but waited over 40 minutes for no response. Still downtown, she decided to go to the nearest branch to have her cards blocked.
She said she waited over two hours for the branch to get hold of RBC’s fraud department. Ego-Aguirre said she finally received a temporary 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 about my PIN,” she said.
Ego-Aguirre said RBC asked her if she had used a PIN 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 reimburse him $470 in fees processed per tap. She says $8,772 in transactions the thieves made using a PIN will not be refunded because her numbers weren’t secure enough.
Ego-Aguirre said 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 added to the trauma of being a victim of crime and additionally brought up strong feelings of disappointment, rejection, betrayal and pain,” said she declared.
Ego-Aguirre said she has used this PIN for over 20 years and has been an RBC client for over 43 years.
“My husband and I are both retired. We are senior citizens and we live on a pension. What they are trying to hold me back to is basically a one-year pension,” he said. she stated. “In my house, every penny counts.”
In a statement to CTV News Toronto, RBC said “in all (fraud) cases, we work with the customer throughout the process and keep them informed, as we continue to do in this case.”
“Customers should choose a PIN that they can easily remember, but avoid numbers and letters that others might guess, such as your date of birth, phone number or address.”
The bank said it would not comment. more on Ego-Aguirre’s situation due to privacy concerns.
“I feel like I’ve been let down by the institution I’ve trusted for the past 43 years,” Ego-Aguirre said.