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Direct Investing sold my stocks without informing me just to cover the quarterly fee of $25.00. These so-called "full service" brokers exist for one purpose only-- to milk as much money out of you as possible. I certainly would not buy anything from them again, nor should anyone else! Must always be phoned in which recreates the same scenery every time a waste of a few hrs on the phone as they try to figure out how to place the order.(the call center cannot do it). they restricted my account without reason and told me in 90 days all would be fine, and then they closed all my retail accounts , around 10, and my di account and told me to hit the road. And then to transfer out of RBC, the fleece me another $125. I wonder if they would have sold them if they were worth millions to cover the $25.00. READ THE FINE PRINT WITH THESE GUYS and keep a check to see if you have enough money in you account to cover the annual fees. i made around 700k in about 1500 trades my first fiscal year with them, i enjoyed their user interface and i like the reports they provide but many other brokers do the same, i've just been with them on the retail side for a long time. don't give 2 shits about society and their "clients" I bought a structured note from an RBC salesman about 6 years ago. Next thing I know, they charge me a $100 annual fee, for doing absolutely nothing for me. He told me I could park the note at RBC or transfer to my existing broker. This is one of many time delaying bad service issues. All banks under their Investment accounts - BMO IL, TDI, Scotia's i Trade, CIBC Investor Edge, etc. No hidden inactivity fees, no balance limits, some of them don't even charge for buying ETFs. The RBC Direct Investing must be the only one that charges a sneaky $25 quarterly fee for balances under $15 K. They are big and callous similar to all RBC entities. 135.00 charge per account to transfer them out when you have had enough. Do some research and find a different online vendor. Opening the account is long winded and doesn't actually link to RBC online banking, transferring cash from RBC account is not a direct transfer, is manual (during office hours only), trading fees are high, mutual fund MERs are crazy high and returns well below market. Money was given for investment, so another party involved on my bahalf. However, financial advisor did not listen to how wanted money allocated in the Market instead of diversifying, he consolidated roughly half in Energy sector tied to petroluem/oil. I pointed out my concern as oil prices started to fall, but no solid action taken, I guess on the assumption of recovery even though all factors pointed in the wring direction. My Financial Advisor, not taking my interests into account, and my reliance and trust in him, did not pay attention to the continuing downspin and allowed great losses (90% ) to occur on Breitburn, Seadrill, and Vanguard Natural Resources. We signed on with RBC (CT branch) as a new company, so employee investment totals in the plan (via payroll deductions) were initially small, including mine. I was reminded by my broker on more than one occasion that he “typically handles a minimum investment of 2 million dollars,” as if he was inconvenienced....despite the fact that he agreed to take us on. He made me feel like a small investor with no clue what I was talking about. I am pushing 60 and have have had substantial sums invested at another firm for years. When I expressed concern about the fact that I lost money (during a strong market run in early 2018), he seemed offended and tried to school me in “taking the long view.” When I asked if he could provide me with a list of other fund options, he refused. When I pushed him, he angrily said “I can’t work like this” and informed he that he would be calling our plan administrator.....I had misbehaved. At the branch I was told that it would take 2 weeks to move my 2 funds from RBC Dominion to RBC Direct. Here I sit 79 days later, [ on hold now for 31 minutes]. I have made several inquiries in 9 weeks and have had 4 assurances that the problems have been fixed. One of the accounts has been moved since this morning but the other is somewhere in make believe land. Signed up on Oct 30, 2018 and today is Jan 8, 2019. I just got off the phone and she said the team just got the orders today. I'm beginning to believe I am the stupid one here for not pulling out several days ago. Dec 27 and results of previous day still not posted in the accounts. Award winning claim is false advertising , go elsewhere. Situation and performance getting worst in all banking and investing at RBC. MB Unfortunately, I have no other option but to give them one star ( I would give them zero stars) ! You constantly will lose money, and you will receive only justifications (if). In the past, I already had a very bad experience with them, constantly losing money. After changing the RBC institution many years ago, my investments were always on positive performance. Presently, my company changed the financing group, choosing RBC to manage the employees investments. I have no choice, but to be back in business with RBC for almost one year! Worst performance: at least 1% lost every month; no apologies, no explanations, no justifications, zero transparency. Check the reviews of other brokers, compares, inform you well, and use your own judgement before selecting the institution to take care of your investments. I gave specific instructions as to when to move funds from another brokerage, but they ignored my request and moved the funds immediately. I then instructed them to stop, but they continue to move funds from my other brokerage account. 1) Worst Bank manager who had bad hand writing and costed me money and I had to go to Chinatown branch 3 times to fix his hand writing problem, because Direct Investment won't take the application unless corrected by the bank agent.2) Direct Investor's front office is really Royal bank, who doesn't know much about DI, and customers are forced to deal with RBC staff who know little or none at all about Direct Investment.3) Any problem with DI, I had to take it to Royal Bank, who said it's not there problem but DI's problems. 4) Di says they can't fix the problem so I must deal with Royal bank branch instead because DI has no office ! 5) repeat above step 3 and 4 a few times and dozens of phone calls and bank managers' lousy handwriting who wrote a 7 and 1 and 5 and 6 look similar !! 6) Nobody from either RBC or DI apologized for their incompetence ! 7) TAKE your business ELSEWHERE !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Keep charging quarterly fee to my portfolio despite the fact that I kept minimum amount in my account as was told by agent to avoid the fee. No one return calls or pickup calls or reply to emails as they dont care about customers I gave them $300,000 in the hopes that I would make 5% a year what happened was I lost $18,000 plus over $6,000 in fees to them plus from the time I called to close the account until I eventually got my check I lost another $5,000 all in all over $29,000 lost in 8 months that's more than one full year of my retirement budget gone I have accounts at several brokerages-each brokerage has its own unique advantages. I have had mostly terrible experiences with RBC in the last few years. After over a dozen years, I finally closed my account. RBCDI Royal Circle claims to offer Thomson Reuters IBES consensus earnings estimates. I notified them over a month ago that the annual estimate is showing the quarterly numbers. They admit they have a problem with their website but they still say they are working on it - over a month later! I had an account with them for 4 years, and I regret I opened it in the first place. Their only strategy is to mindlessly churn your account based on analysis a 7th grader could could pull off of CNBC. Set a meeting with RBC "specialist" to set up account. They hide behind paper and borderline abuse the elderly with paperwork. They are super outdated, not convinient to use, they run the business like in 1980s. quietly because a form was missing and when I decided to close the account it is already took 3 calls (an hour each) and account HAS NOT BEEN CLOSED YET. Now I think of moving all my funds from RBC bank as well because they are to fat and lazy to provide the service the customer paid for. Your portfolio will lose value and the fees will kill you. She had to phone in to the main line to get help to "make sure everythings done right". Called a week later, no paperwork has been received - was told to call direct investing directly as the " specialist " was going on vacation. Trying to close an account they say they need to update everything and send you all sorts of redundent paperwork with information they already have. I had the displeasure of being stuck w/ these clowns and their WM advisor for years until I saw the day of light. My one account laggard for seven years and all I did was pay fees (it was in mutual funds). Called direct to find out she didnt fill papers out correctly. Called and told a different story about a different section that wasnt done properly but they never mentioned that previously. I cancelled my account and currently pulling all my buisness out of RBC. They ask for a new w-9 form (like they do not have the SSN of the person) and ask for adoption agreements for accounts that are already adopted and exist. I made zero dollars believe it or not (due to fees I paid them). My other account w/ 1m finally was put in equity but the portfolio is simply comprised of various equity that are given to him by their analyst. There is zero active management and no self-service capabilities. Incompetent morons, do not invest any money with these scam artists. Completely irresponsible, uncommunicative and uncaring. They dropped the ball, lost $50k of my money (I’m disabled and count on every dollar to live on) and after being treated like a second class citizen in trying to pull out and calling the headquarters, you realize there are no stops in place. For first account, it cost me to get the money out WTF! Interactive brokers is a professional brokerage 100% better than RBC Direct investing. I wrote to the president of RBC and received no response. After a 10 year relationship I would have hoped for more. DO NOT WASTE YOUR TIME OR RISK YOUR MONEY WITH RBC Direct Investing. My family received two accounts managed by them when my father-in-law passed last summer. After banking with the Royal Bank of Canada for fifty years, I expected the same high quality of service I was used to when they introduced Direct Investing. Options I bought and sold months ago are still in my portfolio. Instead, they have a "procedure" to submit a report to their "Ombudsman". It has now been 10 months and they still don't have the accounts totally dispersed to the beneficiaries. The RBC upper management must be graduates of the "Suicide of the West" management school. The representative has not been truthful in all our dealing and has contradicted many things that he has told us. He was suppose to provide an investing plan but as of yet, we have not see it. I would assume that 6 months to get that work done would be enough but I guess these things take time. We will be removing all our money ASAP Last year was the worst year with RBC. Investments went from 4% 2 years ago to 2% last year. He said the news was wrong reporting how the markets were up but he said it wasn’t true. Mine told me I could go elsewhere if I wasn’t satisfied. Not only will I go elsewhere I will tell everyone I know how deceptive RBC is. Investments went from 4% 2 years ago to 2% last year. He said the news was wrong reporting how the markets were up but he said it wasn’t true. Mine told me I could go elsewhere if I wasn’t satisfied. Not only will I go elsewhere I will tell everyone I know how deceptive RBC is. when the system froze and after 30~40 min to reach a representative on the phone, lost over 10%... I had well over $5M with RBC and they put me in 200 securities and bonds and they brought and sold daily. Back in Feb, when volatility was high, was watching over my investment account, and while trading the whole system froze and wouldnt accept orders. Dont think they will compensate much, is thinking about pulling out all my rrsp, tfsa and dirct Investing with them. I wanted to sell a stock and happened to mention I was calling from Arizona. My 1099 was 200 pages and I lost $250k in one year. They make the money on commissions and loaded funds. I was notified the agent did not have a US licence and a person with a licence was needed. After that, a note was placed on my account and I'm required to notify RBC when I'm back in Canada. After that, restrictions have been placed on my account and I can no longer trade online. I have been attempting to contact a live person from your firm for close to 4 months. My accounts, RRIF and TFSA have disappeared, I emailed on 4 occaisions and never received a live response. Instead I was given a phone number, 1 8, I have called more than 10 times and have been put in line, disconnected and when I finally got a live person was told I would be given a number, wasn't, and was disconnected. ) is subject to a take-over and I would like to sell, Can't , no one to talk to. I am sure they have enough reenue to hire new staff. Today I called again and was told that the wait would be one hour!!! They really need to improve the telephone answering system. Unnaceptable if you ask me Don’t waste your time unless you are an experienced investor, trying to get anyone on the phone to help you is hopeless. They’re extremely understaffed and anyone that does talk to you is going to have less knowledge then you because you know how to use google. I’ve banked with RBC for years, (15 ) after two months of attempting to open investment accounts I have lost all confidence and will be switching my credit cards, mortgage, business & personal bank accounts else where. I try for a week to get a broker on the phone I waited for hours every day and only a answering machine was telling me that due to volume of work the waiting time was for 60 min. What kind of business are they running ( I really don’t have words to express my frustation. Our family trusted this investor because he managed my mom's accounts. If you do business with RBC you might as well send your money straight to Bernie Madoff or Gordon Gekko. RBC was fined by the SEC Securities and Exchange Commission 11-3-16 $975,000 for overstatements and inaccuracies. If I call with a question it becomes a selling opportunity for them and my questions remain unanswered. Most recently I was lied to at a meeting, they saying they needed info for regulatory and that the meeting was for cost basis -- neither of which were true. It now makes me angry to think how frugally she lived at his expense. They talked me out of buying apple at 10$ a share in the late 90s They talked me out of buying Netflix at $60 a share in 2010 or so before it went up like 500 percent. Another fine was 12-21-16 failure to retain records in WORM format. IMHO they string out purchases to make more fees without giving out advice. Churning seems to be a thing along with exorbitant fees. They want you to buy boring safe stocks with little upside basically , and a lot of downside. Also failure to implement an audit system of electronic storage media. I am currently looking for a place to move my accounts. How my money was invested was not discussed with me. In this last year I lost one third of what I invested in a matter of 6 months.while going through cancer. Sent out almost 5K from an IRA account to the State as unclaimed money, even though we spoke with them 8 months ago to update our details. I have had an account here for 5 years and closed it today. Costs have become reasonable since 2015 - $10 a trade instead of $30 (for stocks). Told us over the phone that it was an error on their side, but there was nothing they could/ would do. Overall, this investment account has made virtually no money when compared to my other investments accounts. Disclaimer: Your review, broker rating, pros and complaints information must be honest. Consumer reviews could be edited by the website staff to keep free of inappropriate or offensive language, false information, speculations, or to remove spam. I strongly recommend looking at other companies as most offer free investment help. We reserve the right to delete any brokerage customer reviews that don't meet above requirements. I have been ambivalent about RBCDI since I started trading in it about 5 years ago. RBC believes all issues can be resolved by using open communication – usually at the source. Whether it’s used to answer a question, solve a problem or share a success, communication is the key. Your feedback is used to continually improve the quality of products and services we provide to all of our valued clients. While positive comments are welcome, it’s equally important for us to know when there is a problem. This allows us to resolve it and retain your confidence. 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At RBC Royal Bank we are committed to delivering a distinctive experience to each client during your interaction with us in person, or via our Internet or Tellerphone services. We seek to understand what you need in order for us to provide products and services that are just right for you; while adhering to best practices within. For more than a century, RBC Wealth Management has provided trusted advice and solutions to individuals, families, institutions and charitable foundations. "Having a basic understanding of how money, investing and our broader financial system works is critical in our society today. That’s good news, but with people spending decades in retirement it’s important to plan for any scenario. Put our award-winning global network to work for you. Yet there is a growing realization, particularly in the wake of the last financial crisis, that many people don't understand budgeting, investing or how simple financial products like loans work.” View profile Director of Portfolio Advisory Group, U. Equities “We continue to suggest to our investors that they maintain their asset allocation to stocks; what is comfortable to them, what makes sense from a strategic standpoint for their allocation and there are reasons for that. Our goals-based wealth planning approach brings clarity today, while helping people build confidence in the future.” View profile using Java Script to ensure the best experience through the site. If we did, the view would be quite different.” View profile Head of Wealth Planning U. Wealth Management “Americans increasingly view retirement as an exciting new chapter in life filled with possibilities. Please check to learn how to enable Java Script on your browser and enjoy the best experience. 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Never include personal or confidential information in a regular email. To discuss your personal information with us safely, send us a message via the RBC Royal Bank Online Banking message centre or one of our other secure message centres. RBC will never ask you to provide, confirm or verify personal, login or account information through regular email or ask you to sign in to any online service. If you receive an email of this type, that appears to be from RBC, please forward it to information.security@and then delete it. For more information please visit Email & Website Fraud. An Ontario woman says she's out thousands of dollars after someone withdrew money from her account right under the nose of bank tellers. It was caught on camera but, after investigating, the bank said the consumer was to blame. An Ontario woman says she is out thousands of dollars after her bank blamed her for two unauthorized withdrawals from her account, despite surveillance photos that show another person taking the cash right under the noses of RBC tellers. Cleopatra Evelyn-Clark worries the chip and PIN technology — used to secure billions of debit and credit card transactions in Canada every year — isn't as safe as banks say after losing more than $6,600 to a fraudster who, according to the bank, used her debit card and PIN to steal the money. I was in possession of my card during both transactions," Evelyn-Clark said. RBC's investigation found Evelyn-Clark was to blame, insisting she must have shared her card and PIN with someone. "There seems to be no protection for the consumer here," she said. "It just seems they're all about their profit and not about protecting consumers at all." An expert in consumer protection says there's a "power imbalance" between financial institutions and customers that allows banks to write their own rules, run their own investigations, and determine the results without any obligation to provide proof. "They are flipping the burden of proof back to the customer … [chip and PIN] transactions are not foolproof," says John Lawford, executive director of the Public Interest Advocacy Centre (PIAC), which provides legal and research services on behalf of consumer interests. In December 2018, a woman walked into an RBC branch in Montreal, where Evelyn-Clark lived at the time, and made two withdrawals from her savings account within two days, for $3,000 and $3,650. The bank says they didn't need to because the PIN was used. Goodman said the bank explained its decision to Evelyn-Clark, adding that it reviews potential fraud and unauthorized transactions, "on a case-by-case basis, considering all relevant facts before making a decision." RBC told Evelyn-Clark the only way she could see the photos was through police, so she filed a report. But when Evelyn-Clark asked for proof that her PIN was used and to see the surveillance photos to try to identify the thief, she says the bank refused. But it was only after Go Public got involved that police investigators requested the surveillance images from the bank, and allowed Evelyn-Clark to finally see them — more than six months after she first asked to see the images. The photos show a woman making the withdrawals at the teller counter, but Evelyn-Clark says she has no idea who that person is. All I would like from the bank is for them to reimburse me the money that has been stolen from me," she said. Police told her they're still hoping to identify the other woman. Go Public asked RBC for a copy of the photos but it refused. C., couple was held responsible for $4,360 after their Visa was stolen in Mexico in May. CIBC said Carol and Bill Pitts were on the hook for the losses because the four transactions were made with their card and correct PIN. I know password security." The couple says they reported the card stolen the same day Carol noticed it missing from her wallet, two days after the fraudulent charges started. "They were basically badgering me and accusing me of having my PIN written down or giving it out," Carol told Go Public. They were at an all-inclusive resort and hadn't been using the Visa. So to have this go sideways and have the bank turn around and say it's our fault with no follow up, it gets me pretty angry." Like Evelyn-Clark, the Pitts say they asked the bank for proof their PIN was used, but were refused. The bank eventually offered the couple $1,000 as a goodwill gesture, but the Pitts say that's not good enough and have escalated their case to CIBC's ombudsman. They also couldn't get any information on how the bank investigated. "I'm angry because [the bank] accused us of lying or being a fool. CIBC said it worked with them on the matter and is now waiting for the ombudsman's decision. "We thoroughly investigate fraud claims and take all relevant factors into account," wrote CIBC spokesperson Trish Tervit in an email to Go Public. Tervit said victims of credit card fraud at CIBC are fully reimbursed if "they've met all of their requirements in the cardholder agreement." CIBC didn't answer Go Public's questions about the security of the chip-and-PIN system. RBC says chip-and-PIN cards are secure and, to date, the bank, "hasn't seen a case where a chip card was counterfeited and used in conjunction with a valid PIN." It's not clear what exactly happened in either case. But cybersecurity expert Claudiu Popa says there's a "fundamental flaw" in the technology that allows fraudsters to trick ATMs and point-of-sale (POS) terminals into thinking the right card and PIN were used. "People who adequately protect their PINs are still at risk of having their transactions compromised," said Popa, who is a risk adviser at Informatica, a data protection company. He points to research out of Cambridge University that found fraudsters are getting around chip-and-PIN security either through shimming — when a thin, card-sized circuit board is secretly inserted into the card slot in order to clone cards, while a tiny camera is used to record the PIN — or by installing malware into the terminals so the machines think the right PIN is being used. It's not clear how often those things happen, but the authors of the 2015 study say compromised chip-and-PIN systems could "reach a massive scale." Popa says it doesn't matter whether someone had stolen Evelyn-Clark's PIN. "They might have been able to enter just any PIN and the chip on the card would have said that it's a legitimate PIN," he said. There is no way to know if Evelyn-Clark's card was cloned or if there is another reason for the withdrawals. RBC isn't offering details on its investigation. In the Pitts's case, there is another possibility. Pago doesn't always require a PIN — only a signature. Interac, the company behind debit cards, says Canadians lost $4.4 million to debit card fraud that year, a record low according to the company. There is some protection for customers under the Canadian Code of Practice for Consumer Debit Card Services, but it doesn't apply to credit cards. The voluntary code addresses the power imbalance between banks and customers when it comes to fraud investigations, according to John Lawford of PIAC, and puts the onus on banks to prove customers are to blame. If they can't, financial institutions need to err on the side of the customer. "The bank can't just say ' Oh we have the correct chip and the correct PIN therefore you're liable.' That's not the way the rules are written," he says. "The rules say if the customer disputes the charge it's up to the bank to show that the PIN was compromised or that the customer was somehow negligent." All the major banks have agreed to follow the code, but often ignore it in favour of cardholder agreements that give them a lot of leeway with their investigations, Lawford says. The agreements say if someone is careless with the PIN, or chooses a PIN that's easy to guess, they are liable for losses. RBC says it followed the code when it investigated Evelyn-Clark's case. Legislation that was meant to better protect bank customers passed last June, but the section of Bill C-86 related to unauthorized transactions was put on hold. The law would have limited customer liability to $50 for unauthorized credit card transactions unless the cardholder demonstrated "gross negligence in safeguarding the credit card." Lawford says the section wasn't put into force because banks wanted more time to negotiate terms with the government before it was implemented. But while C-86 addresses credit card fraud, it offers no protection for debit card holders. Both the Pitts and Evelyn-Clark say better protection is what's needed. The Pitts are waiting to hear what CIBC's ombudservice decides. "We assumed that we'd be protected," Bill said. Carol added they "just want to bring this to the general public, because people need to know that they are not protected," says Carol. Evelyn-Clark says she has now lost faith in the system and has hired a lawyer, hoping to get at least some of her money back. Submit your story ideas Go Public is an investigative news segment on CBC-TV, radio and the web. We tell your stories, shed light on wrongdoing, and hold the powers that be accountable. If you have a story in the public interest, or if you're an insider with information, contact Rosa Marchitelli is a national award winner for her investigative work. As co-host of the CBC News segment Go Public, she has a reputation for asking tough questions and holding companies and individuals to account. Rosa's work is seen across CBC News platforms. To encourage thoughtful and respectful conversations, first and last names will appear with each submission to CBC/Radio-Canada's online communities (except in children and youth-oriented communities). By submitting a comment, you accept that CBC has the right to reproduce and publish that comment in whole or in part, in any manner CBC chooses. Please note that CBC does not endorse the opinions expressed in comments. Comments on this story are moderated according to our Submission Guidelines. We reserve the right to close comments at any time. 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