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Why Are Canadian Banks Not Protecting Seniors? The $40 Billion Dollar Question

Dec 1, 2025

8 min

Sue Pimento
After an 89-year-old Victoria man lost $1.7 million to phone scammers despite bank red flags, retirement expert and authour, Susan Pimento, exposes a critical protection gap: while U.S. banks like Bank of America offer "Trusted Contacts" (designated people banks call to verify suspicious transactions) for all accounts, Canadian banks restrict this safeguard to investment accounts only—leaving everyday banking vulnerable where most fraud occurs. In Canada, senior fraud is vastly underreported (RCMP estimates only 5-10% surface), and banks are treating this as a cost issue rather than a moral crisis.  Susan Pimento is available for interviews to discuss practical solutions, industry insights from her decades of work within financial institutions, and why Canadian banks are failing to implement a simple fix that could save seniors' life savings. Connect with her directly through ExpertFile to schedule TV, radio, podcast, or print interviews. 


As I was polishing this post for Canadian Financial Literacy Month, another senior fraud story flashed across my screen. This one stopped me cold.


According to this CBC story, an 89-year-old man in Victoria, B.C., was tricked into handing over nearly $1.7 million of his life savings in a months-long phone scam. The caller claimed to be from the fraud department at CIBC and said he was helping with a national money-laundering case. (Spoiler: he wasn't.)


Despite red flags and staff awareness, the bank still allowed large in-person withdrawals. He was told to buy gold bars — yes, actual gold bars — with drafts of up to $395,000, which couriers then collected like some twisted Uber Eats retirement fraud.


Every week in Canada, we see another heartbreaking headline: a senior sends thousands, sometimes millions, to a scammer pretending to be their grandchild, the CRA, or — the ultimate irony — their bank. 


These scams targeting seniors don't require fancy hacking. They rely on fear, isolation, and misplaced trust. Once the money's gone, it's gone—no refund policy.


And here's the kicker: what we're reading about is just the tip of the iceberg. For seniors, fraud now ranks as the top crime, and most fraud goes unreported—especially in this demographic. In a previous post, I showed how the data suggests the real figures could be 10 to 20 times higher than what's officially reported.  The RCMP estimates that only 5-10% of fraud victims come forward.


Many victims never speak out due to embarrassment, fear, or confusion.

Translation? For every story that makes the news, countless others suffer in silence.


How The Banking Industry Can Actually Fight Fraud


I've worked within financial institutions for decades. Let's just say I understand how the process works. Banks have billion-dollar tech stacks, layers of compliance, and advanced fraud detection systems that can flag a suspicious $47 transaction in milliseconds.


But the solution for this type of fraud isn't a multimillion-dollar algorithm or a new "AI-powered fraud prevention dashboard." Instead, it's a human-based approach called a Trusted Contact.


What's a "Trusted Contact," Anyway?


It's not an app, a chatbot, or some new gadget that requires a firmware update every Thursday.


It's a person. 


Someone you trust — a family member, attorney, accountant, or another third-party who you believe would respect your privacy and know how to handle the responsibility of communicating with your bank in your best interests if something suspicious occurs. They don't access your money or view your accounts. They can't see that you spent $47 at the LCBO last Tuesday (Your secret is safe).


They're simply your human safety net — a fraud wing person, if you will.


The Origins of the Trusted Contact


The concept began in the U.S. in 2018, when FINRA mandated investment firms to request a Trusted Contact Person. Canada followed in 2022, when the Canadian Securities Administrators introduced similar guidance for investment accounts.


What things can be discussed with a trusted contact? As its name implies, a Trusted Contact is a designated person who is inherently trusted by the individual (and has no authority to transact business on a client’s account), so there is little to no danger that any reasonable disclosure would violate a client’s trust or give rise to any material issue.”


What Canadian Banks Are Doing...And Not Doing


Here's the good news. If you invest through Wealthsimple, RBC Direct Investing, TD Direct, or BMO InvestorLine, you can already designate a Trusted Contact.


But here's where it gets ridiculous: RBC Direct might have that security feature — but your regular RBC chequing account? Not so much. That protection vanishes the moment Mom or Dad logs into their everyday banking.


And that's where most fraud actually occurs.


It's like installing a state-of-the-art security system on your front door but leaving the back door wide open with a welcome mat that says "Scammers Enter Here!"


Fraud in Canada for Banks is Still a Budget Item: Not a Moral Crisis


Here's the uncomfortable truth: For banks, fraud is considered a "cost of doing business." And since most of those losses are borne by customers, not the bank, there isn't much urgency to innovate. 


The Big Five earned over $40 billion in total last year. They have the means to care. They're not particularly motivated to actually do so.


The Big Opportunity for Banks: Add a Little Humanity to the System


Banks like to boast about their AI, blockchain, and next-gen fraud analytics. But most scams don't occur because of breached firewalls — they happen because of breached hearts.


A Trusted Contact provides an additional simple, low-tech layer: human verification.


Picture this: The bank spots an unusual transaction — a large new payee, an international wire transfer, or a sudden gold-bar purchase (it happens). Instead of sending another automated text alert, the system could ask:


"This looks unusual. Would you like us to confirm with your Trusted Contact before proceeding?"

or

“Just a heads-up: scammers often use urgent or unusual requests. Prefer we run this by your Trusted Contact before we proceed?”


That's it. One additional step. One extra set of eyes. One brief conversation could save someone's life savings.


This isn't about limiting independence — it's about safeguarding autonomy. Ensuring your decisions are genuinely yours, not the scammer's. Banks could even call it "Senior Protection Mode." I'd sign up tomorrow. Heck, I'd pay extra for it. (Shhh, don't tell them that.)


Here's the Proof Trusted Contacts Work: Bank of America Did It


In 2022, Bank of America became the first major bank to extend Trusted Contacts beyond investment accounts to everyday banking clients. Customers can now add a trusted person the bank can call if something seems wrong, if they can't reach you, or if staff suspect undue influence.


That person can't access your money — they're just the human speed bump before disaster: one simple form, one phone number, and much heartbreak avoided.


If Bank of America can do it, why can't ours? Canadian banks already have the tech — and indeed the profits — to make it happen.


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What's Holding Canada's Banks Back?


Cue the usual excuses:


"Our legacy systems can't handle that." Sure — some of your code still thinks "Y2K" is an active threat. But if you can build an app that tracks my latte points and sends me notifications about my "spending insights,"  you can add one field for a Trusted Contact.


"Privacy laws make it risky." Nope. FINRA and the CSA already provide safe-harbour protections. With consent, banks can legally contact a Trusted Person. Just add a checkbox. You love checkboxes. You make us check dozens of them every time we update our password.


"Customers haven't asked for it." They're asking now. Loudly. With megaphones. And pointing at stories like the Victoria gentleman who lost $1.7 million in gold bars.


The business case has historically been weak because most fraud losses affect customers, not the bank's balance sheet. But here's the catch: every fraud story damages trust. And in banking, trust is supposed to be the core of the business.


For Canadian Banks There's a Competitive Advantage in Caring


Rolling out a Trusted Contact feature isn't just good ethics; it's good business. Imagine the marketing campaign: "We don't just protect your password — we protect your peace of mind."


Seniors would love this. So would their kids. That's multi-generational loyalty money can't buy. If EQ Bank or any challenger brand wanted a PR home run, this would be it.


It's Time to Take Action on Fraud


To the Banks:


Stop waiting for regulators to force your hand. Lead. Be the first to offer Trusted Contacts for all customers — not just investors. You have the framework, the talent, and the budget. You absolutely do not need another consultant to tell you this is the right thing to do.


To Policymakers:


The Financial Consumer Agency of Canada should update its Code of Conduct to include a mandatory Trusted Contact option for all customers, safe-harbour rules allowing banks to pause suspicious transactions, and annual public reporting on outcomes.


Because sunshine is the best disinfectant, even in banking.


To Consumers:


Don't wait for policy — be the policy. Ask your bank today if you can add a Trusted Contact. If they say no, ask why not — and post it. Loudly. Talk to your family. Choose your Trusted Person now. Write your MP or MPP and ask why U.S. banks protect seniors better than ours.


Remember the $3 ATM Fee Rebellion?  Canadians once revolted over paying $3 to access their own money at ATM's. We later got no-fee accounts, digital challengers, and a whole new generation of more innovative banking. 


If we can rally over an ATM fee, surely we can rally to protect our parents and grandparents from losing their life savings. Fraud isn't an inevitable part of aging — it's a solvable problem. And Trusted Contacts are one of the simplest, most human solutions we have.


Don't Forget Two-Factor Authentication for the Soul


Adding a Trusted Contact won't stop all fraud — let's be clear about that. But it will go a long way toward slowing it down, adding a common-sense pause, and potentially saving even one senior from losing any part of their hard-earned money.


It's unfortunately too late for that gentleman and his family in BC, but it's not too late for countless others.


This won't crash legacy systems or drain bank profits. It just adds a little humanity back into banking — right where it belongs.


Because the best kind of security isn't just two-factor authentication.
It's two people who care.


And if we don't care about protecting our elders, who exactly do we care about?


Sue


Don’t Retire…Re-Wire!


Want to become an expert on serving the senior demographic? Just message me to be notified about the next opportunity to become a "Certified Equity Advocate" — mastering solution-based advising that transforms how you work with Canada's fastest-growing client segment.


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Sue Pimento

Sue Pimento

Founder | CEO

Writer, author & presenter focused on financial literacy and retirement strategies. I advocate for the health, wealth & purpose for retirees

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Canada’s Retirement Problem Is Not “Boomer Luxury Communism” featured image

8 min

Canada’s Retirement Problem Is Not “Boomer Luxury Communism”

A recent Washington Post column by Pulitzer Prize-winner George F. Will caught my attention. A prominent American conservative warns about a demographic apocalypse. Normal Monday. His argument: an aging population and a politically powerful senior cohort are driving unsustainable government spending, leaving younger generations to foot the bill. He even has a name for it: “Boomer Luxury Communism.” (Does George Will need a Snickers bar?) It made me wonder: are the same forces reshaping retirement here in Canada? I’ve heard the generational accusations. Boomers took the good pensions. Boomers drove up housing. Boomers left the mess. Boomers won’t move and sell me their house. But here’s the thing. Boomers don’t have a case of “Pierre don’t care.” Most of them are quietly terrified. After 25 years in financial services and a decade sitting across kitchen tables from Canadians over 55, I think the story is a lot more complicated than that. 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(Source: National Institute on Aging) Over the past several decades, pensions have disappeared. Employers steadily moved away from guaranteed pensions while individuals assumed far greater responsibility for funding their own retirement years. Defined benefit pension coverage has declined significantly in the private sector, particularly among younger workers, leaving more Canadians to manage retirement risk on their own. The CD Howe Institute has written extensively on this topic, calling for pension reform. At the same time, housing became the country’s dominant store of wealth.  For many Canadians, rising home values created the impression of growing financial security. But the current housing environment is far more complicated.  Now, real estate markets have become less liquid. Some regions are now seeing much softer housing prices after years of extraordinary growth. Cue the song, "Those were the days, my friend, we thought they'd never end." 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But the Canadian story is still more complicated than the increasingly combative generational narratives emerging in the United States. Retirement Became a DIY Project Over time, we slowly moved away from a system that delivered predictable retirement income. Now we ask individuals to assemble their own retirement strategy from scratch. Choose your own adventure: except the stakes are your retirement, and there’s no going back to page one. That shift created flexibility but also risk. And today, that risk is showing up as uncertainty. And while it's tempting to frame this as a generational issue, the more meaningful divide in Canada increasingly looks like this: • homeowners versus non-homeowners • those with pensions versus those without • those with access to advice versus those navigating alone Looking at the issue through this lens helps us better understand how we arrived at this point, and why it should serve as a wake-up call for consumers, policymakers, and the financial industry. Still not convinced?  Look at this data from the Statistics Canada Net Worth Report: Near-retirement households with both a workplace pension and homeownership had a median net worth exceeding $1.4 million. Remove those two structural advantages, however, and the financial picture changes dramatically: renters without pensions had a median wealth of less than $12,000. Let me stop and let this one land. Pause, breathe, and read on. The wealth gap, when you look at homeownership and pensions, is staggering. It reveals how profoundly retirement security in Canada is shaped not only by age but also by structural access to housing and pension systems. Two Canadians of the same age can now face entirely different retirement realities depending on just a few foundational variables. That’s not a generational conflict. It’s a serious design problem — a bug, not a feature. The Accumulation Paradox Here is another gap that rarely gets discussed. Canada has done a reasonably good job of helping people accumulate assets.  BUT We have done a much poorer job helping them convert those assets into sustainable income. This is especially true when it comes to housing. Research from the National Institute on Ageing and CMHC consistently shows that the overwhelming majority of older Canadians want to age in place rather than downsize or move into institutional care.  But Canada’s retirement system increasingly depends on housing wealth, even as many retirees remain reluctant to use it strategically. For many Canadians, home equity is their single largest financial resource. Yet, culturally and psychologically, it is often treated as something to preserve rather than deploy. The result is what I call the Asset Accumulation Paradox: People can be asset-rich and cash-flow constrained at the same time, a perfect example of 2 things being true at the same time. That disconnect sits at the heart of much of the retirement anxiety we see today. Where Canada Stands Compared to the United States In some important ways, Canada is better positioned than the United States.  The Canada Pension Plan is actuarially reviewed and designed to remain sustainable over the long term. (Source: Office of the Chief Actuary). And according to International Monetary Fund data, Canada’s public debt burden also remains materially lower than that of the United States as a share of GDP. But that does not mean we can afford complacency. Because beneath the surface, there is a growing gap between what Canadians have and what they feel confident using. If we want to improve retirement outcomes, we need to focus less on assigning blame and more on improving design. That means better tools, better guidance, and more open conversations, especially about how to turn assets into income. The warnings coming out of the United States are worth paying attention to.  But Canada’s challenge is different. The risk is not that seniors are taking too much.It’s that too many Canadians are living with uncertainty despite having more options than they realize. The challenge now is not simply helping Canadians accumulate wealth. It is helping them use that wealth with greater confidence, flexibility, and security. So, let’s call this what it is. George Will is not entirely wrong. The numbers are real, the fiscal pressure is real, and yes, someone is going to have to deal with it. But the story he’s telling is a blunt instrument in a situation that requires a scalpel. Canada’s retirement challenge isn’t Boomer Luxury Communism. It’s more like Boomer Luxury Paralysis: sitting on a million-dollar asset, terrified to touch it, underspending in the present to guard against a future that may never arrive. FORO doesn’t discriminate by generation. It just quietly rearranges your life until you’re postponing the trip, skipping the furnace repair, and waiting for permission to enjoy the retirement you actually saved for. The good news? The options are better than most people think. The conversation isn’t about giving anything up. It’s about using what you already have. Sue Don't Retire...ReWire! My Book is Now Available for Pre-Order I hope you will consider pre-ordering a copy of Your Retirement Reset for you, a friend or loved one. It's available September 8, 2026 - You can now order on the ECW Press site here. And if you love supporting Canadian booksellers, please also check with your local independent bookstore. Most can easily order it for you.

Downsizing: The Biggest Retirement Myth We Keep Repeating featured image

9 min

Downsizing: The Biggest Retirement Myth We Keep Repeating

I have a friend who announced she was downsizing the way some people announce a move to Tuscany. Lightness. Optimism. A touch of smugness. Six months later, she called me from her condo and whispered, “Sue… I think I bought a very expensive closet with a concierge.” Welcome to downsizing, the most celebrated, most recommended, and most wildly misunderstood retirement strategy in Canada. Like most things that sound simple, it works beautifully until you look a little closer. I spent a decade in the reverse mortgage industry watching this play out. Clients would come in — smart, capable, financially savvy people — who had spent years being told their retirement plan was simple: sell the big house, buy something smaller, pocket the difference, and ride off into the sunset. Many of them were sitting across from me because that plan had not worked the way anyone promised. The advice was decades old. Their lives were not. Two Retirees. Same Strategy. Completely Different Outcomes. 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The Downsizing Math People Love to Quote For decades, downsizing earned its reputation honestly. Retirement was shorter, often fifteen to twenty years. Pensions were stable. Housing was affordable. Families lived closer together. Selling your home and buying something smaller freed up real capital and meaningfully cut expenses. It was practical, logical, and often the right call. Fast forward to today, and almost none of those conditions still apply. Retirement now runs twenty-five to thirty-five years — a span longer than most people’s careers were when this advice was invented. Defined benefit pensions have largely become a public sector privilege. In the 1970s, 90% of private-sector workers with a workplace pension had a defined-benefit plan. Today, that figure has dropped to roughly 40%, and that’s only among the shrinking share who have any pension plan at all (Canadian Centre for Policy Alternatives, 2025). Housing prices have surged far beyond income growth.  Real estate now accounts for over half of household wealth in Canada. Meanwhile, according to Statistics Canada, the average Canadian at sixty-five has approximately $272,000 in retirement savings, while estimates for a comfortable retirement often exceed $1 million. That is not a gap. That is a canyon. This gap turned the family home into something it was never designed to be. Not just a place to live, but a retirement plan. And once that shift happened, we collectively made a convenient assumption: the only way to access that wealth is to sell the house. That assumption is where things begin to unravel. The four assumptions that made downsizing work are no longer as reliable as they once were. 1. Smaller homes are cheaper. In many markets, the opposite is true. Smaller properties often command higher prices per square foot, and retirees now compete with first-time buyers and investors for the same limited inventory. That charming condo may cost nearly as much as the house you just sold. 2. Selling releases meaningful capital. Transaction costs alone can consume eight to twelve percent of the home’s value. Commissions, legal fees, land transfer taxes, moving costs, repairs. What looks like a windfall on paper can shrink dramatically before you ever see the money. 3. New home costs will be lower and more predictable. Condo fees, special assessments, and rising insurance costs tend to quietly escalate. What was supposed to simplify your financial life can quietly complicate it. 4. The process is straightforward. Market timing plays a much larger role than most people realize. Selling in a soft market while buying in a strong one can erode value on both sides. Downsizing is not just a financial decision. It is a transaction with real timing risk. When all four of these assumptions weaken at once, the outcome can be very different from what was promised. And yet, despite the evidence, the advice has not changed. We still tell people to “just downsize,” as though the calendar hasn’t moved since 1987. Nostalgia is not a strategy. The Part Nobody Puts in the Spreadsheet Here is what the financial projections consistently leave out: the emotional weight of this decision is enormous, and most people dramatically underestimate it. We are not talking about a slight reluctance to pack boxes. We are talking about the deep, visceral human attachment to home. The place where you raised your kids, hosted Thanksgiving, walked the dog, and knew every creak in every floorboard. The urge to age in place is powerful, primal, and not remotely irrational. And when we dismiss it with a spreadsheet, we are not being helpful. We are being reckless. And here is the harder truth: to make the numbers actually work, people often need to move two or three hours away into smaller communities where housing is genuinely cheaper. That means leaving your neighbourhood, your friends, your church, your yoga class, your doctor of twenty years, and your very carefully curated hairdresser. (Finding a new hairdresser in a rural town? That is not a life transition. That is a medical emergency.) Re-establishing a full support network in an unfamiliar community is daunting and exhausting work for anyone at any age. It often requires the senior to resume regular driving, something many are quietly hoping to scale back. And then there is healthcare. Access to specialists, familiar family physicians, and hospital services is non-negotiable for most people over sixty-five. It does not figure neatly into a spreadsheet, but it absolutely figures into the decision. I have never once met a senior who said, “You know what, I’m really glad I had to find a new GP at 72.” The urge to stay put almost always wins. Here is something worth sitting with: every older person knows what it is like to be young, but no young person knows what it is like to be old. That asymmetry matters enormously in this conversation. A well-meaning adult child running scenarios on a laptop has never felt the specific, irreplaceable comfort of a neighbourhood they have lived in for thirty years. Really listening — not just problem-solving — can bridge that gap. Because retirement is a family affair. And the families who navigate it best are the ones where everyone feels heard before anyone pulls out a spreadsheet. The Conversation That Actually Needs to Happen Financing retirement is not a binary choice. Downsize or don’t. That framing does everyone a disservice, and spoiler alert: the senior will almost always choose not to downsize. The real question is what happens next, because “stay put and hope for the best” is not a retirement plan. It’s a wish. The more useful conversation is about how to create cash flow while staying put. And that conversation is a minefield if you are not prepared. Here is the first obstacle: suggesting any kind of loan to finance retirement is a spectacular lead balloon. These are people who spent forty years lecturing their kids to pay off their mortgages and eliminate debt. Debt is the villain in their financial story. It is a bug, not a feature. So when you walk in and suggest that borrowing against their home might be the solution, their internal switchboard immediately puts that call on permanent hold. And if you mention a reverse mortgage? The Cybertruck of mortgages. The product everyone has an opinion about and almost no one fully understands. You will get one of two responses: the “talk to the hand” or the look usually reserved for the person who reheats leftover fish in the office microwave. Is some of that resistance rational? Absolutely. But is some of it just fear in a hat — old anxiety dressed up as financial principle? Also yes. This is why the key is to ask, not tell. The moment you lead with a product, you’ve lost the room. Lead with questions instead: • What are your actual cash flow needs? • How are you planning to meet them? • Are you carrying debt that is quietly strangling your monthly budget? • Do you need a lump sum, or do you need more reliable monthly income? The answers look very different, and they lead to very different solutions. If the goal is to free up monthly cash flow, paying off high-interest debt using home equity may deliver an immediate and meaningful result. A home equity line of credit can do that cleanly. If the goal is ongoing income, a reverse mortgage can provide tax-free monthly payments or a lump sum without requiring a move or a monthly repayment. If there is room on the property, a secondary suite or an addition can generate rental income and potentially add long-term value. For those comfortable thinking a few steps ahead, using a reverse mortgage or HELOC to purchase an annuity or a small rental property creates a stream of sustainable income that has nothing to do with square footage. None of these options shows up in the standard “should I downsize?” conversation. They should. The biggest financial mistake most retirees make is not the decision they choose. It’s the options they were never shown. Back to Carol and Robert Their outcomes were not the result of luck or timing. They were the result of alignment. Robert moved toward what he wanted. Carol moved away from what she felt she should. One decision created a sense of expansion. The other created a sense of loss. No spreadsheet captures that distinction. But it is the distinction that matters most. Downsizing is neither inherently good nor bad. It is simply a tool. When it is driven by clear goals, realistic assumptions, and an honest accounting of both the financial and emotional realities, it can be genuinely transformative. When it is driven by habit, pressure, or advice that stopped aging well some time ago, it tends to lead somewhere Carol knows well. So before you follow the script, pause long enough to ask a different question. Not “Should I downsize?” but “What do I actually need, and what are all the ways I can get there?” Retirement is not about having less space. It is about having more life. The right strategy is the one that gets you there without sacrificing everything that makes life worth living in the first place. Your community. Your doctor. Your Sunday routine. Your hairdresser who finally knows exactly what you mean by “just a trim.” Downsizing is a tool. Like a hammer. Enormously useful when you actually need a hammer. Spectacularly unhelpful when what you really need is a different plan.  The goal was never to end up with less. It was to end up with enough. Ask better questions. You’ll get better answers. And maybe keep your hairdresser’s number. Sue Don’t Retire…Re-Wire!!! My Book is Now Available for Pre-Order I hope you will consider pre-ordering a copy of Your Retirement Reset for you, a friend, or a loved one. It will be on store shelves on September 8, 2026. You can now order on the ECW Press site here. And if you love supporting Canadian booksellers, please also check with your local independent bookstore.

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