OUR CASE SUMMARIES

FILEFinancial InstitutionNature of ComplaintCompensation/Other RecommendationsReasons
OMB-16603-0222TD Bank GroupComplainant complained of transfers being made by Interac transfers that they alleged they had not authorized.NoneComplainant alleged that he could not have made the transfers in question because he always used biometrics to access his iPhone and he never used auto-deposit. It was noted that even with biometrics enabled on an iPhone, anyone with the PIN could still access the device. In addition, auto-deposit was a feature activated by the recipient of an Interac transfer, not the sender. All other internet addresses and device codes were consistent with the Complainant’s own use.
OMB-17461-0422Royal Bank of CanadaBank cancelled life insurance on loan to Complainant and another person.NoneLife insurance was cancelled by bank because loan payments were in arrears and bank was not provided current contact information for Complainant. The bank was not obligated to continue to try pre-authorized debits to collect arrears.
OMB-16865-0322Royal Bank of CanadaComplainant sought reimbursement for funds paid out in a job scam.NoneThe transactions did not follow a common fraud pattern. The bank asked questions about the payouts due to their unusual size, but incorrect information from the Complainant limited its ability to detect possible fraud. The Complainant continued with the transactions after becoming suspicious himself.
OMB-15899-1221TD Bank GroupWire transfer disputeNoneThe Complainant’s allegation that the Bank sent the wrong amount of money and was “careless” in processing the transfer, was found not credible. After considering all of the evidence ADRBO concluded the Complainant instructed the wire payment as carried out by the Bank. If the Complainant failed to receive the goods he ordered his compaint is with the vendor not the Bank. The Bank is not liable to him in any way for his alleged loss of $39,245.00 CAD.
OMB-16175-0122TD Bank GroupCustomer defrauded by scam; alleged bank negligent in failing to help prevent transaction.NoneCustomer signed wire agreement to send money. Differing recollections of conversations at branch. Representative adamant customer didn’t mention what he said he did. Information provided by customer didn’t seem clearly actionable; difficult to interpret his responses as basis to intervene. Evidence fell short of establishing bank did anything wrong.
OMB-16414-0122Royal Bank of CanadaCustomers want a partial reimbursement of the prepayment penaltyNoneThere was no evidence that the bank led the complainants to believe that a prepayment privilege would be applied to their mortgage. This action was the responsibility of the customers.
OMB-17649-0422Bank of Nova ScotiaBank, not Complainant, should pay for home rebuild appraisal.Bank, not Complainant, should pay for home rebuild appraisal.Complainant claimed agreements relied on by bank did not require customer to pay
for an appraisal for a home rebuild following a fire. ADRBO agreed those agreements
did not apply but other agreements did apply. Bank delayed rebuild so should pay for
the appraisal.

FILEFinancial InstitutionNature of ComplaintCompensation/Other RecommendationsReasons
OMB-15886-1221TD Bank GroupCustomer is being held liable for a $20,000 HELOC he says he never received.NoneThe evidence that was reviewed shows that the complainant both signed for and made use of the $20,000 HELOC in question. As a result, the bank was justified in holding the complainant responsible for the repayment of the loan.
OMB-16188-0122Bank of Nova ScotiaThe bank allegedly promised there would be no prepayment fee$3,000.00The information available indicates that the bank did promise to deduct $3000 from the prepayment fee but likely did not promise to remove the entire prepayment fee.
OMB-16252-0122Royal Bank of CanadaCustomers transported a mortgage from one property to another. In performing the transport, they complain they lost a line of credit and had to pay repayment indemnities.NoneOn a complete analysis of the financial transactions, no repayment indemnities were paid by the customers. Because of a reduction of the value of the new property, it was reasonable for the Bank to reduce the size of the line of credit. There was a minor discrepancy relating to information contained in a Notary’s report that the clients should follow up with the Notary about.
OMB-16446-0222TD Bank GroupComplainant claimed bank was negligent when it processed a wire transfer.NoneComplainant acknowledged that the bank would not be responsible for any loss that resulted from inaccurate or insufficient information provided by the customer to the bank and accepted this risk of loss. The bank’s relationship with the Complainant was contractual and a duty of care did not exist to give rise to a negligence claim when the bank processed the wire transfer. The bank made reasonable efforts to recall and return the wire transferred funds from the recipient bank.
OMB-16778-0222Bank of Nova ScotiaCustomer asked bank to allow proceeds of fire insurance to be paid to customer without paying down bank’s mortgage.NoneThe customer is engaged in litigation relating to a construction privilege that the contractor who did the fire remediation work placed on their property. Until the litigation is resolved, the bank’s legal position on its mortgage could be imperilled if it allowed payments only to the customer.
OMB-16948-0322TD Bank GroupComplainant claimed bank allowed unauthorized person to take actions on its accounts.NoneComplainant did not suffer a financial loss as result of (i) the supposed unauthorized application and withdrawal of the CEBA loan proceeds that were provided to the corporation as the funds were returned to the corporation six months after the withdrawal by the alleged unauthorized person; and (ii) the supposed unauthorized submission of credit applications by the unauthorized person that increased the corporation’s bank account overdraft limit as the increased amount of the overdraft funds was never accessed.
OMB-17204-0422TD Bank GroupComplainant says mother’s estate was mishandled by the Bank.$4300 – $1300 for conversion fees and $3000 for non-finanical lossComplainant’s mother died before assets could be transferred. Client wanted probate fees refunded – denied. Refund of $1300 for funds erroneously converted from U.S. Client also wanted $6000 in compensation for stress. Awarded $3000 as estates employee did not have access to bank systems and failed to return calls.
OMB-17298-0422TD Bank GroupMortgage prepayment penalty complaintNoneComplainant had already had a ported mortgage and then had to break mortgage again. Was aware of contract terms when mortgage was signed.
OMB-17404-0422Royal Bank of CanadaThe Complainant felt that two GIC’s had gone missing from her portfolioNoneAfter conducting interviews with all parties, ADRBO is of the opinion that the bank correctly accounted for the two GIC’s in question and that these funds were deposited into the Complainant’s personal account in accordance with the maturity instructions.
OMB-17452-0422Royal Bank of CanadaCustomers were misinformed when renewing into a fixed mortgage.NoneWas unable to evidence that the complainants were provided with inaccurate or misleading information.
OMB-17572-0422Bank of Nova ScotiaClaim for reimbursement of unauthorized payments from BNS accountNoneComplainant did not safeguard debit card information as required by the cardholder agreement and did not report the issue within 60 days as required by the cardholder agreement.
OMB-17688-0522TD Bank GroupCustomer is seeking compensation after his credit card was closed in error.$2,000.00Although I found that the customer’s credit card was cancelled in error, and that this error clearly had negative repercussions for the customer, I was unable to evidence that the bank should be held liable for all of the costs presented by the customer.
OMB-17778-0522Royal Bank of CanadaReimbursement for wire transfers in a car purchase scamNoneRBC had no reason to flag the wire transfers as raising a suspicion of fraud.
OMB-17896-0522Bank of Nova ScotiaComplainant was charged a higher interest rate than offered.$500 plus differential in Interest rateComplainant was offered an interest rate of 1.95% for the transfer of credit card balances from another bank. Complainant transferred money out of the bank but was still approved for the lower interest rate. The Complainant was then incorrectly charged the higher interest rate for a period of two months. The bank rectified and paid the interest rate differential and offered the Complainant $500 to resolve the case.
OMB-17904-0522Royal Bank of CanadaClaim for reimbursement of etransfers to a fraudsterNoneThe Complainant sent a series of etransfers to a fraudster. The Complainant did not consult the bank before sending the etransfers and the bank’s system did not generate any alerts.
OMB-18465-0622TD Bank GroupReimbursement for an etransfer that did not reach the intended recipientNone. TD offered a $500 goodwill gestureBoth the Complainant and TD sent the etransfer to the correct email address. The etransfer did not reach the intended recipient because someone changed the account information of the intended recipient.

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