super,

Call them back and as far as I know some shareholders have got their CONTROL NUMBERS from Questrade, so they must have them. We are encountering a degree of confusion with some banks, so be PERSISTENT until you talk to the right person at the bank. Some shareholders as for the supervisor in charge and some as far as branch managers. Don,t take no for an answer from this.

Also record your conversation with your institution for future reference should we need it, if you can, and tell them the call is being recorded by you.