It was a surprising discovery for Tanya Shields first thing on Friday morning.
The Fall River resident, NS, said she signed into her Royal Bank of Canada (RBC) account to pay some bills with money she received by electronic transfer from clients of her small business.
But the money was gone.
“It was a little unsettling,” Shields said.
She had received confirmation on Thursday night that the money had been successfully transferred, so the fact that it was missing was a cause for concern.
Shields even had her husband transfer money to her to make sure things were working properly. His deposit has been successfully transferred.
“Which was more worrying than the money not being there in the first place,” she said.
Others have similar problems
Shields says she checked social media and the bank’s website, but there is no information to address the problem.
She knew the banks were closed on Friday and Monday because of the Easter weekend, and she was worried she would end up worrying about it for days.
CBC News heard from other bank customers who are experiencing similar problems.
Jeff Black of Halifax says $ 2,355.97 was automatically deposited by electronic transfer into his RBC account on Thursday, but those funds were missing when he looked at his account on Friday. (CBC News / Google Meet)
Jeff Black, a Halifax-based arms engineering technician from the Royal Canadian Navy, logged into his RBC account on Friday morning and found that $ 2,355.97, automatically deposited by electronic transfer on Thursday, was missing.
The money would be used to pay taxes on his property and for supplies needed before he went to sea for three weeks.
“It really pissed me off at first, considering I got a lot of money yesterday, and then it all disappeared,” he said.
A similar story was about Christine Hunt, a controller and administrative worker in Newmarket, Ont. She logged into her account to find that the money was missing and her account was overfulfilled.
Christine Hunt of Newmarket, Ont., Says $ 1,000 is missing from her RBC account. She says she called RBC to track the money and waited on the line for two hours before closing. (CBC News / Google Meet)
“I was in a state of panic because it’s $ 1,000. Where did it go? And the fact that it doesn’t even say it bounced. It’s like it never happened,” she said on Friday.
Hunt found an email confirming the electronic transfer deposit, but still called RBC to find the missing money. She says she waited on the line for two hours before closing.
Because her bank account is in negative territory, she withdrew $ 200 from her credit line to cover a prepayment. But she still has no answer as to when she will get her money back.
“I don’t know what will happen. Will they blame me because I really went red?” Hunt said. “The fact that it’s not even on the list, as always, is deposited – it’s just empty – it’s just so weird.”
Hi Shelley, thanks for your message. We are currently experiencing a problem with electronic translations, which means that recently deposited translations are no longer displayed. We are working to resolve this issue as soon as possible and appreciate your patience ^ SB
– @ RBC
Technical problem with electronic transfers, say the bank
In an email to CBC News, RBC said there was a technical problem with some electronic transfers.
“Electronic transfers for automatic deposit sent between Wednesday, April 13, midnight ET and Thursday, April 14, 23:30 ET may not appear in customer accounts,” said a statement released in the mobile banking app. on RBC.
“Electronic translations sent outside this period of time are not affected. We are working to publish these records and to reflect the exact account balances as quickly as possible. “
The financial institution did not offer further explanation for what caused the problem, but apologized for the inconvenience caused to customers.
Customers who call RBC will hear a recorded message stating that some customers are having problems trying to use Interac e-transfer.
RBC also responds to Twitter customers.
“We are currently experiencing a problem with electronic translations, which means that recently submitted translations are no longer displayed. “We are working to resolve this issue as soon as possible and appreciate your patience.”
A spokesman for Interac, Canada’s main money transfer network, said its service was “functioning properly”, but was aware that one of its “financial institution partners” was having a problem.
Shields, meanwhile, said he was looking forward to seeing his money and understood how such things happen.
“As long as the money comes in. It would be nice to see that,” she said. “It would be good to know that there is a problem, that they were aware of it and are fixing it.”
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