Seniors are more targeted than ever by scammers, robbed of thousands of dollars and…never paid back. La Presse has identified, within a few days, several cases of elderly people who have never recovered the stolen amounts and feel abandoned and “double victimized” by their bank.
Published at 1:13 am. Updated at 5:00 am.
Jean-Guy Bisaillon completely trusted his financial institution, the Caisse populaire Desjardins. This was before he fell victim to a fraud and was denied a refund of $8,900 by the institution where he had invested his assets for more than 40 years.
Like many seniors, the 87-year-old was caught last October by a man posing as an investigator. The scammer then tells him that he was scammed. He is offered to keep his money safe. A stranger picks him up in the car. He was taken to a first branch in Desjardins, where he withdrew $4,400 over the counter without restrictions. A few minutes later he was taken to another location and paid $4,500 without the clerk asking a single question.
The fake investigator takes her money and leaves it on the sidewalk. Then he finds himself far away from the retirement home where he lives, disoriented and robbed of a large sum of money.
A variant of false representative fraud, a growing scourge targeting the elderly.
Now I think I'm stupid, but at the time I really thought I was helping the police with their investigation.
Jean Guy Bisaillon
Mr. Bisaillon is far from the only affected senior who has been scammed and denied a refund.
Thérèse Lefebvre also fell victim to a similar scam last fall. The criminal explains to her that she has just become the victim of a scam. Therefore, according to his false scenario, the bank was unable to withdraw the amount of his rent that month. “I wasn't myself. He talked to me about my rent and knew exactly how much my rent was! »
A similar story happened last year with Ronald Robichaud. On the phone, a stranger persuaded the 82-year-old to withdraw $10,000 from the cash register. He panicked. He did not attempt to get a refund as he was quickly told the procedures were difficult.
“I'm so angry with myself. I feel stupid for losing so much money,” he says.
“Able and willing,” said the banks
Jean-Guy Bisaillon filed a police report and then, with the help of his daughter Lucie Bisaillon, took steps to get his money back shortly after falling victim to this costly fraud.
PHOTO JOSIE DESMARAIS, THE PRESS
Jean-Guy Bisaillon and Lucie Bisaillon
Despite a complaint to the Caisse's fraud department and three meetings at his branch, including two with management, he found himself at a dead end until recently. Clear rejection from the bank.
“We even go so far as to tell him that it was his fault because he did not say anything during the withdrawals that would make it clear to the cashiers that he was being fished!” » protests his daughter Lucie Bisaillon.
“My father is a double victim of those who represent the institution he trusted for decades to invest his wealth,” continues Lucie Bisaillon, herself exhausted by having so little recourse. That's why she was surprised last Tuesday when she received a call from the bank months after the fraud and the refund attempt. After realizing that “this was a delicate matter,” those responsible said they intended to compensate his father soon.
Lucie Bisaillon has the impression that her intention to go public about the affair has been successful because, even after several meetings, she has been refused any reimbursement
PHOTO JOSIE DESMARAIS, THE PRESS
Lucie Bisaillon
It was not a pleasant experience for me or my father.
Lucie Bisaillon
She still questions the responsibility of the Desjardins Fund employees. His father always goes to the counter and never to the counter. He usually withdraws small amounts. A profile that does not correspond to Mr. Bisaillon's actions under the influence of the fraudster, she emphasizes. “However, no one turned on the lights that day,” summarizes Ms. Bisaillon.
In the event of a fraud or scam, there is no guarantee of reimbursement for victims, explains Jean–Benoît Turcotti, spokesman for Desjardins. The teams analyze each case individually according to “clear and well-defined” criteria to make their decision. There are procedures in place for people who make multiple withdrawals at the counter in a short period of time, he explains. “In order to maintain the effectiveness of the measures taken, we are not allowed to disclose them. »
Victim blamed
“Would you say to a victim of another type of crime: Come on, you shouldn't have believed the attacker?” I wonder that,” says Lucie Bisaillon.
In mid-December, La Presse revealed the case of Colette Boucher, a 92-year-old woman who was scammed in the same way. After La Presse called, she was finally entitled to a refund.
A Quebec court judge also recently condemned the seriousness of this type of crime by passing a sentence against a young fraudster.
This makes it possible to recognize the color of your money. But which criteria are taken into account? The vulnerability of the victim? The circumstances of the crime? His media coverage?
The various financial institutions interviewed by La Presse did not answer these questions.
Diane Lefebvre, daughter of Thérèse Lefebvre, is shocked to find that there are no clear guidelines for compensating victims. Some get their money back, others never. “It's like a little bit in the customer's head. Why one but not the other? »
Because her mother withdrew the money voluntarily, the bank refused any refund, it said in a letter.
PHOTO JOSIE DESMARAIS, THE PRESS
Therese Lefebvre
I don't think it's okay to be a victim and be told it's my fault.
Therese Lefebvre
At 89, she is disappointed at being let down by her financial institution, the Caisse populaire Desjardins. “I have been a customer for 40 years. There I am told at the end of my life that there is nothing they can do for me. »
Feeling of shame
According to Karine Mac Donald, public relations associate at the Crime Victim Assistance Center (CAVAC), fraud victims often feel shame and guilt for allowing themselves to be manipulated.
“When the banks blame the victim, this feeling is reinforced,” concludes Ms. Mac Donald.
Some victims experience failure in their retirement plans and develop symptoms of anxiety, depression and even suicidal thoughts. Despite everything, fraud and the financial and psychological consequences are trivialized, she continues.
She adds that financial crimes are those that require the most administrative procedures and paperwork for the victim.
You have to listen and not judge. We should also provide more training to bank employees so that they know how to deal with victims.
Karine MacDonald, from CAVAC
According to Ronald Robichaud, the burden actually falls on the victim's shoulders. “I don’t even feel like fighting. I don't have children and I was sick. I don’t have the energy,” he explains in an interview.
Energy. You need it to handle the administrative work in the bank's complaints department. Lucie Bisaillon describes a real labyrinth in which everyone passes the buck. She spent long minutes on hold on the phone, being dragged from one department to another. It was the cross and the banner to convince the various speakers that his father had given him the task.
“We want my father to write the letters himself and call the bank himself. But my father doesn't want to talk. »
After the refusal, she took further steps without much hope.
“They are like punches in the water. It makes you wonder if they don't want to tire us out. My brother and I don't want to give up, we want to regain trust in my father, who has been shaken by all of this. »
PHOTO MARCO CAMPANOZZI, LA PRESSE ARCHIVE
Victims of fraud often struggle with psychological consequences.
“You stole my life”
Fraud victims don't just lose money. They also lose some of their peace of mind and must deal with the psychological aftermath of this intrusive crime.
“I’m so cursed after this [les fraudeurs]. You stole my life. »
Jean-Guy Bisaillon has not been the same since the fraud. Of course he is neither depressed nor unhappy, but he has developed a hypervigilance that isolates him, at an age when human contact is still important. He no longer wants to check his family on Facebook for fear of encountering a scam. He doesn't answer the phone anymore. He hides his personal belongings and wallet. Never withdraw money alone again.
He has even become suspicious of the employees of the RPA where he lives.
[Les fraudeurs] had my name and phone number. Anyone who lives here could be an accomplice.
Jean Guy Bisaillon
According to his daughter, he had great respect for the authorities. Now if a real police officer talked to him, they would probably think he was a fraud. His trust in the bank was also damaged.
“At her age, it is important to maintain her pride and autonomy,” believes Lucie Bisaillon.
Trust damaged
Thérèse Lefebvre has also lost some of her independence since the fraud. “She no longer conducts transactions with Desjardins. It's me who carries out the transactions and there is a limit: no more than $100 withdrawal per day and only me who has a bank card,” explains his daughter Diane Lefebvre.
When the phone rings, her mother hangs up immediately when she doesn't recognize the voice on the other end.
She also feels “spied on” and on guard since the scammer had information about her. He knew the exact amount of his rent.
“How do you know the amount? Do you have an accomplice in the bank? In my building? I can't trust anyone anymore. »