HUGE problem with PC Financial

[Phat_cow]

Ok, so my problem...actually my mom's problem is trying to reset her online banking password. She doesn't speak English so I have to translate for her. We went over to a PC store and the reps there can't reset passwords and told us that we have to call the call center. Ok, thats fine with me. So, we called from that location and explained to the rep what our problem is and he wasn't able to do anything for her because the rep has to ask security questions and my mom HAS to answer them herself. I told him I could translate for her and it;s still a no no. Then I ask the rep...how can she cancel her account. He said that won't be possible unless she can answer the security questions. At that point I was getting angry.

Do anyone here know what we can do to solve this? Right now she pretty much can't do anything except depositing and withdrawing from a bank machine. If she wants to transfer money to her RRSP account then she's screwed because that can only be done online and she forgot the online password. She can't cancel because PCF won't let her because she doens't speak English.

I need suggestions. Any suggestions will be very much appriciated.

Thanks,

Also, the rep told me that she shouldn't open an account up with PC because they only service in English and that it's not for everyone.

[fireguy9]

get a manager on the line!

[nokanda]

cant you get a rep that speaks the same language...?

[M.D.]

Can't you just teach her to say the english translation of her security answers?

[madknife]

lol... so i guess pcf doesn't have customer retention department?
you COULD just withdraw everything and put it somewhere else...

[shahn2]

Here's a suggestion...think it should work..
Go down to the pavillion with your mother and get yourself joint onto all the accounts...that way you are given access to her accounts.. pick it up and move it out to somewhere where she can get more accessible service..

[grant]

Just curious, how did she open the accounts without speaking english?

[jeeva86]

or what you can do is..if you have a sister or any other trustable female to speak as if she's her.

[darren22]

Just curious, how did she open the accounts without speaking english?

and how did she end up with security questions/answers in english if she doesn't speak it at all?

[Phat_cow]

Here's a suggestion...think it should work..
Go down to the pavillion with your mother and get yourself joint onto all the accounts...that way you are given access to her accounts.. pick it up and move it out to somewhere where she can get more accessible service..

That is a great idea. I will do that on my next day off. Thanks!!!!

[Phat_cow]

Just curious, how did she open the accounts without speaking english?

I translated for her :)

[Phat_cow]

and how did she end up with security questions/answers in english if she doesn't speak it at all?

We don't have any security questions setup. Most likely they'll ask her her name, DOB, address and stuff.

[gman]

Also, the rep told me that she shouldn't open an account up with PC because they only service in English and that it's not for everyone.

This is true.

[Phat_cow]

This is true.

They shouldn't let her open an account in the first place then. Not her fault now is it?

[marcus]

Could you not just get on the other phone (if you have two phones in your house) and translate for her to give the answers to security question?
CSR would ask question you would translate for your Mom, your mom would speak and you would then translate back to the csr. They would have no way of knowing what she is saying but they would hear her saying it and you would be giving the correct answers.
That is what I would try first.
I worked tech support before and when we were changing accounts and the person was not able to speak english as long as we talked to an adult and they were translating through whoever and we were able to verify their identity then we'd allow it.

[Phat_cow]

Could you not just get on the other phone (if you have two phones in your house) and translate for her to give the answers to security question?
CSR would ask question you would translate for your Mom, your mom would speak and you would then translate back to the csr. They would have no way of knowing what she is saying but they would hear her saying it and you would be giving the correct answers.
That is what I would try first.
I worked tech support before and when we were changing accounts and the person was not able to speak english as long as we talked to an adult and they were translating through whoever and we were able to verify their identity then we'd allow it.

I tried suggesting that to the csr and he said no. I'm gonna get my mom to add me to the accound so I could have access to it. I think that's the best solution.

[Thalo]

I worked in a bank call center once. For authentication questions we had very strict guidelines. First of all, there are no pre-set questions and the questions have to be fairly random, made up on the fly (with certain guidelines of course) and usually not questions about date of birth and stuff like that (thought it could be one of several questions). More like "when did you open this account", "for how long have you lived at your present address", "what was the amount and date of your most recent deposit", things like that. Also, for things like password resets, which are considered high risk, there are usually a few extra security questions.

It was also a huge taboo to have anyone else on the line with the customer or to have anyone translate. The only exception to the rule is those special services for hearing impaired people, where an operator communicates for a deaf person who texts them.

My advice is to enquire as to whether PCF has a phone line in the language your mother speaks. If not, speak to a manager. Not to slight the CSR who is only doing their due diligence and would be reprimanded if they didn't hold to the strict authentication code (all calls are recorded), but a manager at the call center may have the power to make the judgement call that yes, this is an authentic caller we can do her password reset.

[bs9999]

Could you not just get on the other phone (if you have two phones in your house) and translate for her to give the answers to security question?
CSR would ask question you would translate for your Mom, your mom would speak and you would then translate back to the csr. They would have no way of knowing what she is saying but they would hear her saying it and you would be giving the correct answers.
That is what I would try first.
I worked tech support before and when we were changing accounts and the person was not able to speak english as long as we talked to an adult and they were translating through whoever and we were able to verify their identity then we'd allow it.

Interesting....I know that credit card companys accept those calls where there is a middle man who speaks on their behalf...cant recall name of that service...they just mention right away that they are doing this and mention to you to say "Done" (or something like that) so he can then relay that to the other party...I cant see how if something like this for credit cards can be allowed why yout situation cant be either....

I do understand the level of security necessary since its usually family members that run off with elderly (or in your case, non-english speaking) peoples money but seriously there has to be a workaround because that's just silly that you have such a problem and they cant resolve it.

[mself084]

Who lives in Canada and doesn't speak one of the official languages... i thought that was a requirement for citizenship?

[preelude]

Who lives in Canada and doesn't speak one of the official languages... i thought that was a requirement for citizenship?

well, you're wrong :lol:

[ayeung]

PCF's security questions are just your address, your name, date of birth etc .... perhaps you can write these down for your mom before calling them? You can also get on the phone and point to your mom which one to answer?

I always call PCF and they never asked me to set up security questions ... but there should be a pin for phone banking however.

[sunnyd71]

It is a requirement for citizenship but citizenship isn't a requirement for living in Canada. You can have Landed Immigrant status for as long as you wish.

[gman]

They shouldn't let her open an account in the first place then. Not her fault now is it?

If she can open an account and use it, there is no problem. The problem is when you need the service that requires human communication. As long as you don't need to talk to anyone in PCF, PCF can be used by someone who does not speak English. I wonder how they serve people who is deaf or mute.

Hence, this statement is true.

Also, the rep told me that she shouldn't open an account up with PC because they only service in English and that it's not for everyone.

[gman]

It is a requirement for citizenship but citizenship isn't a requirement for living in Canada. You can have Landed Immigrant status for as long as you wish.

Yes and no. The citizenship test is supposed to enforce:

"You must be able to understand simple spoken statements and questions. You must also be able to communicate simple information."

First, they don't enforce enough.
Second, you don't have to take a citizenship test to be Canadian citizen.

Citizenship test is for people who is between 18 and 54.

[myapple]

I guess that's also another difference between the no-frills bank of PC and a real bank.

I was in a BMO branch yesterday and they had a sign on the wall that listed all the languages that they can accomodate. Among them were english, french, spanish, chinese-cantontese, chinese-mandarin, Malay, Hindi, and a few others.

PC is no fee and high interest, but you get very little in terms of customer service.

[myapple]

Also, my mom's english is not very good either. That is why she holds accounts at both RBC and TD...because they actually speak her language.

I don't think she would do very well if she had to talk to a CSR over the phone in 100% english. For her, that convenience alone is worth the few extra dollars a month in banking fees.

[Steve_YXE]

So your mom has only been here a few months right? That's why she doesn't speak English? If I moved to whatever country you are from I would make the effort to learn the language and be a contributing member of society. You cant blame the bank for not having the United Nations translators on standby.

[gman]

So your mom has only been here a few months right? That's why she doesn't speak English? If I moved to whatever country you are from I would make the effort to learn the language and be a contributing member of society. You cant blame the bank for not having the United Nations translators on standby.

Making an effort does not mean you will success.
Without knowing the language does not mean one can't be a contributing member of the society.
I agree that a bank with minimum service can't provide all the service.

[7jai]

Well another thing you could do is go to another bank like TD, or whatever, and just transfer accounts. They are doing heavy promotions such as ipod givaways and such if you just transfer your current account to theirs. The process is done very easily, and i'm sure they wouldn't mind you helping your mom out in the process since they are getting your business :)

Perhaps try that approach! and get an ipod nano for yourself as the added bonus!

[Phat_cow]

We like their high interests too much to switch banks :)

On wednesday, i'm taking my mom to PCF to have my name added to her account so I could call for her. I'm sure this won't be a problem.

Thanks for the help guys and girls.

[Crowbarfoot]

We like their high interests too much to switch banks :)

On wednesday, i'm taking my mom to PCF to have my name added to her account so I could call for her. I'm sure this won't be a problem.

Thanks for the help guys and girls.


They will be able to answer questions about the account if you are joint but will not be able to say anything about her profile or any issues with her banking card or anything you are not joint on.

They will not be able to reset her banking card for you. Her card is only in her name, will access her personal profile and could have other products connected to her card that doesn't have you on them.

It's a risk issue for the bank. By giving you access they are saying you can go ahead and do any transactions you want when the banking products don't belong to you.


~C