A number of Royal Bank of Canada customers have reported that electronic transfers are disappearing from their accounts at the beginning of the long weekend.
On Friday afternoon, the company said the “technical problem” that caused the loss of money had been resolved.
“Customers should now expect to see the funds reflected in their accounts,” a spokesman said in an email shortly before 4 p.m.
“We apologize for any inconvenience and thank our customers for their patience as we work to resolve the issue.”
RBC did not provide further details on the nature of the technical issue in a question from CTV News.
Several customers noted the problem on social media on Friday morning, saying the money previously deposited in their account had disappeared.
A woman from Burnaby, British Columbia, told CTV News that she woke up and found that her account had a negative balance due to a lack of electronic translation. She feared the situation would put her family in a difficult position before Easter.
“We don’t have much, so anything that comes out of our account will obviously affect us,” said Dee, who asked that her last name not be used for privacy reasons.
“Your children are counting on the Easter Bunny to give them some presents, and what are you doing?” How do you explain that?
@RBC Where is my money !! This is completely unacceptable, no statement has been published, nothing.
– Samantha Harris (@ Sam_Harris16) April 15, 2022
Royal Bank has assured customers that any fees or charges incurred as a result of disappearing electronic transfers will be refunded.
The affected transfers were sent between 12 o’clock EST on April 13 and 23 o’clock EST on April 14, according to a statement on the bank’s website.
“Electronic translations sent outside this period of time are not affected,” it said.
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