(For faster service, please do not delete this ID/Afin d’obtenir un service plus rapide, évitez de supprimer le numéro suivant: (#4615-000029-9074\299074)) Dear Mr. Welford-Costelloe:

Thank you for your email letter dated March 6, 2002. RBC Royal Bank’s Customer Relations Centre is responsible for addressing client compliments/concerns, and as such, your correspondence has been referredto that Centre for investigation. We at RBC Royal Bank appreciate customer feedback as it is used as a valuable tool when evaluating our productsand services.

The purpose of this note is to acknowledge our receipt of your emailand advise this matter has been assigned to one of our Managers, and thatan investigation has been initiated. You will be contacted upon the completion of this investigation.

Thank you Mr. Welford-Costelloe for bringing this matter to our attention.

RBC Royal Bank

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