Delores Jensen took out a loan with the Royal Bank of Canada last summer to buy a new Hyundai Elantra, but last week a bailiff showed up at her home wanting to repossess the car.
The bailiff told her RBC believed Jensen had died. Jensen says it took her more than a dozen calls to convince the bank she was still alive.
"Just unbelievably frustrating. 'Cause it's easy to prove you're dead because you have a death certificate, but it's not very easy to prove you are alive," said Jensen.
Jensen says she never realized how hard it would be to convince people over the phone that she is alive.
"One of the things one of the people said was, 'Are you sure you're not deceased?' I said 'Pardon?' because I thought I hadn't heard it correctly and she said it again three times."
Jensen says the bank had confused her with a recently deceased West Vancouver woman, named Dolores Jensen — note the slightly different spelling — who had a similar outstanding car loan.
"And I said, 'How can this happen?' because my file number would be different, my date of birth would be different, my SIN number would be different, everything is different. Like how does this kind of thing happen?"
A spokesperson with RBC says the bank is working closely with its client to resolve the issue to her satisfaction.