AlertsPrivacy & Security Canada > Protecting Yourself > Alerts > Have you recently received an automated call from RBC?
Have you recently received an automated call from RBC?
Frequently Asked Questions
About your Client Card
About your Credit Card
About your Client Card
Q1: I received an automated call and I’m not sure that it is a legitimate. It’s from the “RBC Security Department.”
A: To contact clients most efficiently, RBC is now using an automated technology solution to quickly advise clients of any security issues with their Client Card.
- We will not ask you to provide any confidential information during this call, either verbally or by pressing any telephone buttons. If you are asked for any information, discontinue the call immediately and contact us.
- We will tell you that we are calling from RBC Security Department
- Our number will be displayed as 1-800-399-2697
- We will reference the last 4 digits of your Client Card number; if you are unsure, please verify this independently.
- We will tell you that this is not a telemarketing call
- This is a one-way delivery of information, from RBC to you.
- Again, we will not ask you to provide any personal information during this call.
- If we did not connect with you, we will leave you a voicemail to call back our 1-800# to retrieve your full message details.
If at any point you are unsure with whom you are speaking, do not respond but contact us.
Q2: I tried to call the number that was left and it was not RBC.
A: The correct phone number for these calls is 1- 800-399-2697. If you believe that you have provided information to someone other than RBC, please contact us immediately.
Q3: Why am I being contacted by an automated system rather than a live person?
A: Our goal is to ensure that we connect with our clients as quickly as possible in order to minimize any impact or inconvenience this may cause.
Q4: I am still able to use my Client Card, so why did I receive this call?
A: Your card has been identified as requiring replacement. To ensure we don’t impact your card use, your Client Card has not been restricted, but you must go into your nearest branch to obtain a replacement Client Card and change your PIN for your protection.
About your Credit Card
Q1: What is the new Credit Card Automated Alerts service and if I receive a call how will I know it is legitimate?
A: To better protect you against fraud, we’re now using an automated messaging system to quickly let you know about any security issues with your credit card. You will only receive a call if unusual activity has been detected on your credit card account.
Here’s some key information about these automated calls:
- In some cases you’ll be asked a question to confirm your identity, but we won’t ask you to provide any confidential financial information. If you’re asked for any financial information like your account number, hang up immediately and contact us.
- The call will mention that we’re calling from RBC Royal Bank Security Department.
- Our number will be displayed as 1-800-285-6575 or RBC.
- We’ll mention the last 4 digits of your credit card number; please check to make sure they match the last 4 digits on your card.
- If we don’t connect with you, we’ll leave you a voice mail message asking you to call us back at a specific number in order to get full details of the message.
If at any point you’re unsure who you’re speaking with, or if you believe you’ve given information to someone other than RBC, please contact us immediately. You can reach us any time at 1-800-361-0152, or if you’re outside North America call collect to 514-392-9167. If you encounter any issues with the use of your RBC credit card at a merchant you can call us at the above numbers for assistance.
Q2: Why are you not having a person call me?
A: Our goal is to ensure that we connect with you as quickly as possible in order to minimize any impact or inconvenience to you. Using an automated system helps us provide faster response times.
Q3: I am still able to use my Credit Card so why did I receive this call?
A: We have identified unusual activity on your card and need to speak with you to confirm details. Calling us back immediately allows us to better protect you from fraud and minimize any inconvenience to you.
Q4: Can you alert me by cell phone, text message, or email instead of landline phone?
A: We’ll try to reach you by phone at the numbers we have on your RBC Royal Bank profile. If you’ve provided a cell phone number as your home or work number, we’ll call you at that number if we didn’t reach you at the other number, if provided. Currently we’re unable to send automated alerts using text message or email, but we’re looking at doing this in the future.
Q5: I’ve provided RBC with more than one phone number—which one will you use?
A: We’ll try to reach you by phone at the numbers you’ve provided on your RBC Royal Bank profile. If you have access to Online Banking you can check to see that the phone numbers (and address) we have for you are up to date. You can check in a few minutes online—here’s how:
- Select "Edit Profile" under the "Banking" header on the left-hand side of your Online Banking home page; or, select "Edit Profile" on the top right-hand corner of many online banking pages.
- Select "View/Change Address and Personal Information."
- If any information needs to be updated, click "Continue."
- Change the desired information and click "Confirm."
Q6: Will my purchase(s) be rejected until you have verified the unusual activity with me?
A: If you get a voice message from us letting you know your card may have been compromised, you may not be able to use your card. The complex fraud detection system we use treats every case differently. Depending on the nature of the unusual activity on the card, and other factors, we may need to place a block on your card. Please contact us as soon as possible if you receive an automated message.
Q7: Who do I call if I’m experiencing problems using my RBC credit card at a merchant and I’m not at home to receive the message, if one was sent?
A: Call us any time at 1-800-361-0152, or if you’re outside North America call collect to 514-392-9167.
Q8: What can I do to ensure you have the correct contact information on file for me?
- If you have access to Online Banking you can check to see the address and phone number(s) we have for you are up to date. You can check in a few minutes online—here’s how:
- Select "Edit Profile" under the "Banking" header on the left-hand side of your Online Banking home page; or, select "Edit Profile" on the top right-hand corner of many online banking pages.
- Select "View/Change Address and Personal Information."
- If any information needs to be updated, click "Continue."
- Change the desired information and click "Confirm."
- Visit your branch
- Call us at 1-800-769-2511
Whenever you intend to travel and use your RBC credit card, please contact us ahead of time to let us know of your plans. This will ensure that your account is protected during your travels and we have the necessary information so you can continue to use your card, hassle-free. Please call us any time at 1-800-769-2512.
