National Bank Of Canada

I have a bank account in the US. Oct 21, I used my debit card (that I have used at the NBC branch in Quebec other times with no problems).

I requested $200 (Can) and received my money and receipt. I noticed the remaining balance was not correct. On Oct 23, I contacted my bank about an error and was told my bank was only posting to my account the amount sent to them from NBC. What happened is this (I presume) and was done instantaneously at the NBC ATM.

$200 CA is equal to about $147 US. That is the amount that should have been transmitted to my bank. Instead, it appears the $200CA was immediately changed to $200 US...then converted to Canadian dollar amount of $274.06...then that Canadian equivalent was sent to my bank and $276,04 US was debited from my checking account, instead of the correct amount of $147 US. I have been shorted $128-129 US.

I contend that since the error began at the NBS ATM, NBC has my money and I would like it back immediately.

Obviously, there is a glitch in the ATM program that would allow this to happen. My calls to NBC only inform me to contact my bank, yet take no interest at all in this series malfunction of their ATM

My aunt is 82 years old, and has been a client at NBC for over a decade. She's currently not in Canada and is now retired on the other side of the globe.

She has been initiating transfers to an offshore account for over a decade, but now they are demanding that she shows up in person to verify her identity.

Can you imagine?

Forcing an 82 year old woman to take 4 flights, for something that could have been resolved over the internet or via official channels?

Nevermind the cost of all that, but what about the health risks? Is this normal?

Now she cannot access her pension, and NBC has essentially frozen her account. We tried contacting customer representatives but with no avail, they provided no help whatsoever, and merely forwarded us to the telnat service (the waiting times are insane and provide no help whatsoever).