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Woman mistakenly declared dead by Service Canada for almost a year demands answers – CBC.ca

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At first, Teresa Shum and her husband, Mark, thought the situation was funny. The Markham, Ont., couple received a notice in February from the Canada Revenue Agency (CRA) that one of Mark’s tax credits was declined due to his marital status being changed to widower.

“We were really taken by surprise,” Shum said. “I was like ‘I’m not dead, I’m right here.’ “

The humour quickly dissipated when they realized the situation couldn’t be fixed immediately and Shum, who is retired, would be missing out on certain benefits. She says they filed an appeal with the CRA right away, and her status was corrected there within about a month after three phone interviews to prove she was, in fact, alive.

However, the CRA sent her a letter directing her to contact Service Canada, where they said the incorrect update that she had died in October 2021 had originated. 

So in April, Shum set out to have the Service Canada mistake corrected. It would take her another five months of calls and visits to have the record officially changed.

Service Canada told CBC News in an emailed statement earlier this month that it had removed the date of death on Shum’s account as of Aug. 31. It said this incident is not a regular occurrence. 

But the Canadian Taxpayers Federation is calling for better service from agencies like Service Canada, saying taxpayers like Shum have often complained of long wait times on the phone and in person. Meanwhile Shum is demanding answers about how this happened in the first place.

Long waits, passed from agent to agent

“How can anyone just change your data and tell you that you’re dead without a death certificate?” Shum wondered when she started reaching out to Service Canada. 

“Of course when you call [Service Canada], every call is a three hour wait,” she said. “No one knew what was going on so I decided to go into Service Canada.” 

Shum says when she visited a Service Canada office in Markham in April, she waited in line for hours before she was interviewed by an agent who told her to submit several forms to different departments of Service Canada including the Canada Pension Plan (CPP) and Social Insurance Number (SIN). 

“Then I was told it would take six to eight weeks to have the record fixed.”

But at the end of the eight weeks, the agent called Shum to inform her they had missed a form and she had to come back to Service Canada and go through the process all over again. This time, she recalled, the agent said there would be an “urgent” tag on her case so that she wouldn’t have to wait another six to eight weeks.

Every agent said the same thing, ‘Someone is taking care of it.’​​​​​– Teresa Shum, on her experience with Service Canada

When she was still unable to access her Service Canada account in July and hadn’t heard back from anybody, Shum tried calling again. She said she spoke to multiple agents throughout the month.

“Every agent said the same thing, ‘Someone is taking care of it,’ ” she said, noting that some of the agents said they had no idea what was going on with her case because they weren’t involved in previous conversations with agents.

Shum said during one of those calls, an agent told her Immigration Canada was taking care of her situation.

“I said ‘I’m a Canadian citizen.’ … She didn’t even check my account before she answered me.”

During this period of time, Shum, who is retired, was not able to apply for her CPP or Old Age Security Benefits.

She also reached out to her Member of Parliament for Markham—Stouffville, Helena Jaczek, who Shum said also tried to help her speed up the process.

Calls for better service: Canadian Taxpayers Federation

Jay Goldberg, Ontario director of the Canadian Taxpayers Federation says they’ve seen many instances of poor service from the CRA and Service Canada including long wait times and difficulty getting answers from agents.

“These organizations need to remember we’re the taxpayers, we’re the ones in charge. They’re serving us, not the other way around,” Goldberg said.

He describes the mistake with Shum’s file as a “huge error” and says Service Canada should have been working around the clock to fix it.

Jay Goldberg, Ontario director of the Canadian Taxpayers Federation, says it’s not appropriate that the taxpayer is expected to spend their time rectifying an error like a case of mistaken death. (Submitted by Jay Goldberg)

“To hear this example where we have this poor woman who’s been declared dead who’s not, waiting hours and hours to try to get some attention from Service Canada, it’s unacceptable.”

David Rotfleisch, a Toronto tax lawyer, did not work on Shum’s case specifically, but he said there should be one person designated within the system to help deal with incidents like this.

“The simple solution is to have someone dealing with this one particular issue, somebody co-ordinating at the federal level.”

Service Canada responds 

In a statement to CBC News, Service Canada said in December 2021, a date of death was added to Shum’s file indicating her as deceased as of Oct. 15, 2021. Service Canada said after Shum’s visit in April, it took steps to remove the date of death from the system but the process was not completed correctly.

“On August 31, 2022, Service Canada completed the process correctly and removed the date of death on her account,” the statement said, adding Shum can now access her account to apply for her CPP retirement benefits. 

Service Canada also stated that this instance was unusual, and it’s still investigating how the error occurred and why the change wasn’t processed correctly back in April.

A sign reading "Service Canada."
In a statement to CBC News, Service Canada said cases like Shum’s are unusual, and that it is still investigating how the error occurred and why the change wasn’t processed correctly the first time. (Christian Milette/Radio-Canada)

The CRA said the cause of the error can vary.

“It could be human error, a miscommunication from another government department, or, most often, a mistake made when a return is filed on behalf of a deceased person with an incorrect SIN number,” the tax agency said in a statement.

For its part, the CRA said it had already implemented a number of safeguards in the system prior to Shum’s case, to lower the likelihood of this error from occurring. Those include revising forms and procedures to make it less likely that a taxpayer can make an error in their tax filing, and collaborating with other government departments to validate records.

“While the issue still occurs, the prevalence is notably reducing,” the statement read.

Shum says she deserves to know why and how this happened. She feels like her security was breached, because her data was changed without her knowing about it.

“The information was sent to every single department, fast. But when I want to correct it, it takes me almost a year to do it,” she said.

“The inconvenience, the frustration, the time and the effort, it’s not good.”

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With grief lingering, Blue Jackets GM Waddell places focus on hockey in wake of Gaudreau’s death

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BUFFALO, N.Y. (AP) — Hearing the familiar sounds of clacking sticks and pucks banging off the boards and glass while watching Columbus Blue Jackets prospects from the stands of a cold rink on a warm late-summer afternoon was not enough to wash away the lingering residuals of grief for Don Waddell on Saturday.

That, the Blue Jackets’ general manager acknowledged, will take more time than anyone can guess — weeks, months, perhaps an entire season and beyond.

What mattered is how spending the weekend attending the Sabres Prospects Challenge represented a start to what Waddell called among the first steps in refocusing on hockey and the future in the aftermath of the deaths of Columbus star Johnny Gaudreau and his brother, Matthew, who were struck by a suspected drunken driver while riding bicycles on Aug 29.

“We got to play hockey,” Waddell said. “We’re not going to forget about Johnny and his family, the Gaudreau family.”

He then reflected on the speech Johnny Gaudreau’s wife, Meredith, made during the brothers’ funeral on Monday, by urging those in mourning to move forward as she will while focusing on raising their children.

“Everybody knows that Johnny wants them to play hockey,” Waddell said. “And everybody’s rallying around that.”

The resumption of hockey in Columbus began last week, when most Blue Jackets players returned to their facility to be together and lean on each other at the urging of Waddell and team captain Boone Jenner. And it will continue on Thursday, when the team opens training camp, exactly three weeks since the Gaudreaus were killed.

“Tragic. Senseless. But now we got to focus on trying to get our team ready to play hockey this year,” Waddell said. “We all mourn and heal differently, but I think as a team being together like that is going to be critical for them to get moving forward.”

Tragedy is no stranger to Waddell or the Blue Jackets.

Waddell was general manager of the then-Atlanta Thrashers in 2003 when Dany Heatley lost control of his car and struck a wall, with the crash killing passenger and teammate Dan Snyder. In 2021, Blue Jackets goalie Matiss Kivlenieks died during a July Fourth fireworks accident.

Waddell placed the emphasis on himself and coach Dean Evason — both newcomers to Columbus this offseason — to guide the team through what will be an emotional season.

“Now, do I think there’s going to be some dark days? I won’t be surprised,” Waddell said.

Reminders of the Gaudreaus’ deaths remain apparent, and reflected in Buffalo on Friday night. A moment of silence was held in tribute to the brothers before the opening faceoff of a game between the Blue Jackets and Sabres.

Afterward, Columbus prospect Gavin Brindley recalled the times he spent with Johnny Gaudreau in Columbus and as teammates representing the United States at the world hockey championships in the Czech Republic in May.

“He was one of the biggest mentors for me at the world championships,” Brindley said. “I couldn’t tell you how many times we hung out with Meredith, pictures on my phone. It’s just so hard to look back and see that kind of stuff.”

The NHL and NHL Players’ Association are providing the Blue Jackets help in the form of grief counseling, crowd security at vigils and addressing hockey issues, such as potentially altering the league’s salary cap rules to provide Columbus relief from having to reach the NHL minimum payroll because of the void left by Gaudreau’s contract.

“The Blue Jackets, I don’t think anybody’s focused from an organizational standpoint, from a hockey standpoint as to what comes next, because I think everybody’s still in shock,” NHL Commissioner Gary Bettman told The Associated Press last week. “I don’t think anybody’s focused right now other than on the grieving part, which is understandable.”

Much of the burden has fallen to Waddell, who has been in discussions with the NHL and the NHLPA and dealing with outreach programs with the Blue Jackets’ partner OhioHealth, while also overseeing preparations for training camp and gauging his prospects in Buffalo.

There’s also his roster to attend to, which he said has two openings at forward, one involving Justin Danforth, who may miss the start of the season because of a wrist injury. Waddell didn’t have to mention the second opening.

Tiring and emotional as it’s been, Waddell found comfort being in his element, a rink, and looking ahead to the start of training camp.

“The guys are in really good shape. We’ve done a lot of testing already and they’re eager to get going,” Waddell said. “We have a reason to play for. And we’ll make the best of it.”

The Blue Jackets later Sunday signed veteran winger James van Riemsdyk to a one-year contract worth $900,000.

“James van Riemsdyk has been a very consistent, productive player throughout his career,” Waddell said. “Bringing him to Columbus will not only provide depth to our group up front, but also valuable leadership and another veteran presence in our dressing room.”

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AP Hockey Writer Stephen Whyno in New York contributed to this report.

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PSG says defender Nuno Mendes target of racial abuse after a French league game

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PARIS (AP) — Paris Saint-Germain defender Nuno Mendes was the target of abusive and racist comments on social media after a French league game.

The club condemned the abuse and expressed its “full support” Sunday for the Portugal left back, who was targeted following PSG’s 3-1 win against Brest on Saturday.

Mendes, who is Black, shared on his Instagram account a racist message he received.

During the match, Mendes brought down Ludovic Ajorque in the box for a penalty that Romain Del Castillo converted to give Brest the lead.

“Paris Saint-Germain doesn’t tolerate racism, antisemitism or any other form of discrimination,” the club said. “The racial insults directed at Nuno Mendes are totally unacceptable … we are working with the relevant authorities and associations to ensure those responsible are held accountable for their actions.”

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Slovenia’s Tadej Pogacar wins Grand Prix Cycliste de Montreal

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MONTREAL – Tadej Pogacar was so dominant on Sunday, Canada’s Michael Woods called it a race for second.

Pogacar, a three-time Tour de France champion from Slovenia, pedalled to a resounding victory at the Grand Prix Cycliste de Montreal.

The UAE Team Emirates leader crossed the finish line 24 seconds ahead of Spain’s Pello Bilbao of Bahrain — Victorious to win the demanding 209.1-kilometre race on a sunny, 28 C day in Montreal. France’s Julian Alaphilippe of Soudal Quick-Step was third.

“He’s the greatest rider of all time, he’s a formidable opponent,” said Woods, who finished 45 seconds behind the leader in eighth. “If you’re not at your very, very best, then you can forget racing with him, and today was kind of representative of that.

“He’s at such a different level that if you follow him, it can be lights out.”

Pogacar slowed down before the last turn to celebrate with the crowd, high-five fans on Avenue du Parc and cruise past the finish line with his arms in the air after more than five hours on the bike.

The 25-year-old joined Belgium’s Greg Van Avermaet as the only multi-time winners in Montreal after claiming the race in 2022. He also redeemed a seventh-place finish at the Quebec City Grand Prix on Friday.

“I was disappointed, because I had such good legs that I didn’t do better than seventh,” Pogacar said. “To bounce back after seventh to victory here, it’s just an incredible feeling.”

It’s Pogacar’s latest win in a dominant year that includes victories at the Tour de France and Giro d’Italia.

Ottawa’s Woods (Israel Premier-Tech) tied a career-best in front of the home crowd in Montreal, but hoped for more after claiming a stage at the Spanish Vuelta two weeks ago.

“I wanted a better result,” the 37-year-old rider said. “My goal was a podium, but at the same time I’m happy with the performance. In bike racing, you can’t always get the result you want and I felt like I raced really well, I animated the race, I felt like I was up there.”

Pogacar completed the 17 climbs up and down Mount Royal near downtown in five hours 28 minutes 15 seconds.

He made his move with 23.3 kilometres to go, leaving the peloton in his dust as he pedalled into the lead — one he never relinquished.

Bilbao, Alaphilippe, Alex Aranburu (Movistar Team) and Bart Lemmen (Visma–Lease) chased in a group behind him, with Bilbao ultimately separating himself from the pack. But he never came close to catching Pogacar, who built a 35-second lead with one lap left to go.

“It was still a really hard race today, but the team was on point,” Pogacar said. “We did really how we planned, and the race situation was good for us. We make it hard in the last final laps, and they set me up for a (takeover) two laps to go, and it was all perfect.”

Ottawa’s Derek Gee, who placed ninth in this year’s Tour de France, finished 48th in Montreal, and called it a “hard day” in the heat.

“I think everyone knows when you see Tadej on the start line that it’s just going to be full gas,” Gee said.

Israel Premier-Tech teammate Hugo Houle of Sainte-Perpétue, Que., was 51st.

Houle said he heard Pogacar inform his teammates on the radio that he was ready to attack with two laps left in the race.

“I said then, well, clearly it’s over for me,” Houle said. “You see, cycling isn’t that complicated.”

Australia’s Michael Matthews won the Quebec City GP for a record third time on Friday, but did not finish in Montreal. The two races are the only North American events on the UCI World Tour.

Michael Leonard of Oakville, Ont., and Gil Gelders and Dries De Bondt of Belgium broke away from the peloton during the second lap. Leonard led the majority of the race before losing pace with 45 kilometres to go.

Only 89 of 169 riders from 24 teams — including the Canadian national team — completed the gruelling race that features 4,573 metres in total altitude.

Next up, the riders will head to the world championships in Zurich, Switzerland from Sept. 21 to 29.

Pogacar will try to join Eddy Merckx (1974) and Stephen Roche (1987) as the only men to win three major titles in a season — known as the Triple Crown.

“Today gave me a lot of confidence, motivation,” Pogacar said. “I think we are ready for world championships.”

This report by The Canadian Press was first published Sept. 15, 2024.



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