RBC Customer Loses $14K in Bank Investigator Scam, Told She’s Responsible

A woman from Quebec is speaking out after losing $14,510 to a convincing bank investigator scam — and being told by the Royal Bank of Canada (RBC) that she’s responsible for the stolen funds.

The Scam: A Call That Looked Real

Melissa Plett, 44, received a phone call that appeared to be from RBC. The caller warned her of a $2,000 fraud attempt and asked her to log into her RBC account. Believing the call was legitimate, Plett followed the instructions — unknowingly giving the scammer access.

By the time the call ended, $14,510 had vanished from her personal and business accounts. RBC called shortly afterward to report real fraudulent activity. But when Plett requested a refund, the bank denied it.

Why the Bank Blamed Her

According to RBC, Plett was “active in her account” while the scam took place, which made her liable. The bank did not answer specific questions about her case but confirmed an internal investigation is ongoing.

Plett says she never shared personal codes or passwords, and only acted because she thought she was preventing fraud.

“It’s a lot of money,” she told CBC News. “You just feel helpless.”

A Growing Threat Across Canada

Plett is not alone. She’s one of hundreds of Canadians targeted by a growing version of the bank investigator scam, where fraudsters pose as bank agents, use caller ID spoofing, and often know the victim’s full name and bank.

The Canadian Anti-Fraud Centre has already recorded 677 victims and $11.7 million in losses in the first half of 2025 alone — nearly double last year’s figures. Montreal police are investigating a criminal network tied to the scam and have identified 220 RBC customers as victims, with total losses estimated at $1.5 million.

Victims Often Left Without Refunds

Despite the scale of the fraud, victims rarely get their money back. Consumer lawyer Sylvie De Bellefeuille, who’s helping 14 victims in Quebec (12 of them RBC clients), says banks often deny compensation, citing “gross negligence.”

“People were tricked,” De Bellefeuille said. “They shouldn’t be held liable.”

Federal law protects credit card fraud victims, but not those affected by unauthorized bank transfers unless negligence is proven. There’s also no law requiring banks to reimburse fraud victims under current banking regulations.

Federal Response Lags Behind

The federal government proposed new rules in 2024 to strengthen scam protections, such as requiring banks to report scam data and reimburse customers. However, no timeline has been confirmed for implementation.

Until then, consumer advocates say Canadians are left vulnerable — both to the scammers and to the banks they trust.

RBC’s Position

RBC says it is committed to fighting financial crime and works closely with police. On its website, the bank guarantees a full refund for digital fraud cases where the customer was tricked or coerced.

But in Plett’s case, despite RBC alerting her to the fraud, she was still denied a refund — and charged $35 in wire transfer fees.

“They’re the ones who called me and said there’s been fraudulent activity,” said Plett. “You would think they’re going to help.”

Should Canadian banks be required by law to reimburse victims of increasingly sophisticated scams like this one?

More…

• https://www.cbc.ca/news/business/rbc-bank-investigator-scam-1.7577770
• https://ici.radio-canada.ca/rci/en/news/2178067/rbc-tells-customer-shes-responsible-for-14k-stolen-from-account-in-bank-investigator-scam
• https://ici.radio-canada.ca/rci/en/news/2178326/go-public-financial-fraud-protection-tips
• https://www.overheretoronto.com/west-end-winnipeg-residents-protest-rbc-branch-closures-say