COVID-19 – How RBC Direct Investing is helping clients
We’re taking added precautions to keep our clients and employees safe during the COVID-19 outbreak. You’ve put your trust in RBC Direct Investing, your business is extremely important to us and we're here to help.
Telephone wait times
Given the current situation, we're experiencing a high volume of client inquiries by phone. We appreciate your patience as we work to resolve every inquiry.
We’re currently receiving a significantly higher than normal volume of inquiries by email and secure message, and are working hard to respond as quickly as possible. Due to the demand, it is taking several days longer than our typical 24 hours to respond. We thank you for your patience, and apologize for the delay.
As always, for safe and easy access to your investment information or to place orders, transfer funds and find quotes, log in to the RBC Mobile1 app or our secure online investing site. You can also check out our list of Essential Direct Investing Self-Serve Tools, Tips and Resources or ways to fund your account.
Our Investor Centres
To help put the health and safety of our clients and employees first, we are assisting clients in our Investor Centres on a one-to-one basis. We ask that you visit only for matters that require in-person assistance. Before visiting us please check local hours of operation at https://contact.rbc.com/rbcdi/index.php#Visit-Us.
We remain committed to supporting you and keeping you informed. Thank you for choosing RBC Direct Investing.
Frequently Asked Questions
1) What is RBC doing about COVID-19 for staff and clients?
Our priority is the safety and wellbeing of our employees and our clients. We continue to work closely with international and local public health authorities to monitor the situation regarding the Coronavirus. Our branches and offices have incorporated added precautionary measures including enhanced hygiene protocols. We will continue to follow the guidance of local and international health authorities to make informed decisions.
2) Are the branches and offices clean?
Our priority is the safety and wellbeing of our employees and our clients. We have increased frequency of cleaning, with daily disinfection of our retail branches, ATMs and our RBC Direct Investing Centres, and will continue to improve as we need to.
3) What happens if my branch or local RBC Direct Investing Centre has to close?
In the event of a branch or RBC Direct Investing Centre closure, a notice will be posted on the location’s door. To find the next closest branch location, simply visit maps.rbcroyalbank.com. The RBC Branch locator will also have updated information on whether your branch is open or closed.
In our Investor Centres, we are servicing clients on a one-to-one basis, and operating under limited hours. We ask that you visit only for critical matters that require in-person assistance.
4) I don’t want to go into the branch or my local RBC Direct Investing Centre. What can I do?
As always, the RBC Mobile App and our online investing site are safe, easy and available 24/7 to view your holdings, place orders, check order status and transfer funds. Find out more about Essential Direct Investing Self-Serve Tools, Tips and Resources.
Forms: Many account forms and agreements can be filled out and submitted online. If you do need to submit a printed form for processing, you can mail it to the address below:
RBC Direct Investing Inc.
Royal Bank Plaza
200 Bay Street, North Tower
P.O. Box 75
Toronto, Ontario M5J 2Z5
5) What if I have physical certificates to deposit?
We’re taking added precautions to keep our clients and employees safe during the COVID-19 outbreak. Effective March 31st, RBC Direct Investing has suspended the acceptance of physical certificates, including Direct Registration System (DRS) statements, for deposit. To submit an electronic transfer request of your DRS holdings from a Transfer Agent, please call us at 1-800-769-2560.
6) Does this mean that I cannot invest or trade shares if they are held as physical certificates?
Unfortunately, due to the current COVID outbreak, we cannot accept physical share deposits, including physical Direct Registration System (DRS) statements. To submit an electronic transfer request of your DRS holdings from a Transfer Agent, please call us at 1-800-769-2560. Once we resume regular operations, you will be able to deposit physical shares into your accounts.
7) How can I deposit funds into my RBC Direct Investing account?
You can transfer funds into your RBC Direct Investing account using our secure online investing site, the RBC Mobile App, or through online banking with another financial institution. Here’s how:
- Transfer funds from your RBC Royal Bank account in real-timeLegal Disclaimer2: On the online investing site, select “Transfer Funds & Foreign Exchange” from the My Portfolio menu and follow the steps to move money from your RBC chequing or savings accounts, or RBC Rewards® points, to your RBC Direct Investing account.
Use the RBC Mobile App: If you bank online with RBC Online Banking and have linked your banking and RBC Direct Investing accounts, simply open or download the app and select RBC Direct Investing from the main menu when you log in. From the More menu, select “Transfer Funds” to move money from your RBC chequing or savings accounts to your RBC Direct Investing accounts.
For cheque deposits, first go to the “Move Money” menu under RBC Royal Bank and select “Deposit a Cheque.” Follow the steps on-screen to take a picture of your cheque and deposit it into the RBC Royal Bank account you choose. You can then switch to RBC Direct Investing on the RBC Mobile app to transfer the funds to your RBC Direct Investing account.
- Add RBC Direct Investing to your other financial institution’s online banking: If you bank online with another financial institution, simply add “RBC Direct Investing Inc.” as a bill payee to transfer the funds from a chequing or savings account. You will also need to have your 10-digit account number, which can be found on the home page of the secure online investing site or an RBC Direct Investing account statement. This can take 2-4 business days.
The RBC Rewards program is offered by the Royal Bank of Canada. The use of RBC Rewards points is subject to the RBC Rewards Terms & Conditions. You cannot earn RBC Rewards points through RBC Direct Investing (RBC DI). You may only use your points through RBC DI to: (1) pay for trade commissions on your eligible RBC DI accounts; or (2) transfer points to cash contributions to your eligible RBC DI accounts. It is your responsibility to make sure you have sufficient contribution room within your registered plan when transferring points to cash contributions to your registered accounts and/or when you use your RBC Rewards points to pay for trade commissions on a registered account. The Canada Revenue Agency may apply tax penalties for over-contributions. RBC Direct Investing is not responsible for any such penalties.