The Royal Bank of Scotland Anmeldelser 346

I have been a customer since the Williams & Glynn days and can honestly say that until about 20 years ago their customer service was excellent. However, due to a steady but consistent decline I no longer use them as my main bank but keep my account open for back up purposes only. There are two questionable policy decisions I wish to comment on. The first concerns branch closures. My own (and presumably many others) became totally customer unfriendly by removing cashiers and directing customers to a sophisticated in branch ATM to conduct their transactions. The logical anticipated outcome, working on the principle that customers would opt for online banking in the comfort of their own home if they had to do it all themselves anyway, would be the reduction in footfall necessary to justify branch closure. By forcing customers online or elsewhere by they achieved their objective and my branch closed a few years ago. The second issue is something I only suspect and cannot prove and therefore cannot technically be referred to as a policy decision but concerns insurance. I had always organised my home insurance with RBS on an annual auto renew basis. Until this year the renewal proposal would arrive in the post at least 3 weeks before it was due, thus giving me plenty of time to check details including the premium. Had I not phoned them I would not have known that my premium had increased by 300% despite never having claimed! This year the documents arrived on the same day that the policy auto renewed, dated some 5 weeks prior to renewal but I suspect that postage was deliberately delayed as according to amended term and conditions cancellation charges are now effective from day 1 rather than free of charge for the first two weeks of the new policy. Fortunately, because I had phoned them to find out how much my annual direct debit payment would be I had time to shop around for an alternative provider and cancel my auto renewal and policy but had I been complacent and assumed that the premium would be roughly the same I would now be finding myself with the onerous task of claiming a refund less cancellation charges. Whilst anyone similarly affected by this massive and unjustified hike in their premium would be entitled to cancel and request a refund, RBS will now be making a tidy sum in cancellation charges, if they are deliberately delaying postage. All of my other mail has been delivered without unnecessary delays or issues which has resulted in the above mentioned suspicions.

Utterly awful customer service - when you finally get a response from a real human after it repeatedly fails to figure out what information you need, the human will take ten hours to respond and then copy paste some information that doesn't assist you at all. Get through on the phone and you can deal with sulky, sighing cs reps following the same flow chart as the robot. Get ready for a hair-raising experience if you ever have to do anything high value.

Awful on line banking app and cora the AI help is useless

Wanted to raise a dispute 08/04/26. Was put through to a young woman who was really unhelpful,.. directing me to do it myself if i have access to the internet,... she doesnt know my circumstances. Very poor service,. who trains these people??

Got an email from RBS saying that my new select account was all set up. Problem is I didn't set up an account, and the partial postcode given in the email by them wasn't mine.
I tried to call RBS, but, unless you're a customer, the automated service is not interested.
I sent in a written complaint, but this can take weeks.
Branches are non existant.
So, I'm left not knowing what's going on.

4 years ago my account was frowzen by the fraud department and when i asked what they were querying they refused to give me the reason and told me that I should know what they were talking about. My account has never been unfrozen and more recently my account has been closed by them. They have done the same thing with my brother and so he is closing his account as soon as he can. RBS fraud department should be reveiwed and closed as the attitude it totally unacceptable

Solicitor didnt pay the correct amount, contacted RBS who refused to communicate with the conveyancer. Now have the first ever default notice we have ever had.All from the bailed out bank, useless, unprofessional.

I am a digitally-literate legal Executor managing a 64-year family history with RBS, yet I have spent over 8 hours today obstructed by a process that offers no mechanism for resolution.
The bank offers "24/7" support, but it feels like being welcomed through a grand front door into a building that is entirely empty. There is a digital assistant at the desk, but no one inside the building has the authority to actually help with a complex estate settlement.
My attempt to distribute verified house-sale proceeds began at 11:52 AM. I was immediately pulled into an automated "death spiral" that ignored my specific queries about payment limits and simply repeated basic website information I had already resolved. By 12:03 PM, I was forced to request a human colleague, only to be told I faced a 4-hour wait for a response.
When a human finally joined the chat, the experience did not improve. I was forced into a communication style where every single follow-up was met with a near-hour delay. At 5:10 PM, I asked for a solution for the estate distribution; I received a response at 5:44 PM. At 5:58 PM, I asked about the timescale for an executor account; a response did not arrive until 6:55 PM. It is impossible to fulfill a fiduciary duty when a bank takes an hour to reply to every sentence.
The most frustrating element was the selective monitoring of the chat. My initial mention of a "formal complaint" at 7:13 PM went unanswered, yet a more detailed complaint at 7:39 PM received an instant response. This proves the chat was being monitored in real-time, but my earlier pleas for help were ignored until I hit a regulatory keyword. Furthermore, after being promised a response "within the hour" at 6:55 PM, I was eventually told the team required to help had actually closed at 4:00 PM.
What is the purpose of a 24/7 chat if the teams with the authority to resolve complex issues actually work 8:00 AM to 4:00 PM? This service model is entirely incompatible with professional work commitments. Relying on automated bots and hour-long delays to handle a Grant of Probate and an April 5th tax deadline is a dereliction of duty. RBS needs to empower its messaging staff with actual authority and ensure that "24/7" support is a functional reality, not just architectural window dressing.

Really poor service.
Essentially allowed a company to steal money on my credit card. Documents sent multiple times but claim they don't have them.

I recently tried to open an account however got stuck when having to upload ID docs via Mitek

It appears many other people have had the same problem

Why do you hate your customers?

So after 33 years of being with these corrupt clowns today I closed all my accounts. I want to buy my wife some jewellery and sent money to pay bank stopped it said it could be fraud they rang me told me if I did not have the jewellery in front of me they would freeze the transaction and would only send the money once I had the goods!!!! So that's how the world works according to them. Dealing with a box ticking FEI uneducated fraud team( clueless scum). She refused to honour my payment MY MONEY. As I was buying my wife something I was buying camera equipment for myself and did another transfer which showed as done!! Later found out they did not send that money either but HAD FROZEN ALL MY ACCOUNTS FOR NO REASON OR EXPLANATION!!!!!
MY MONEY IN ACCOUNTS WITH ME SPEAKING AND TELLING THEM I KNEW IT WAS LIGIT AND FOR THEM TO DO AS I ASKED!!!
WHO DO THESE SCUMBAGS THINK THEY ARE!!!!
ANYONE WHO HAS PROBLEMS MAKE A OFFICIAL COMPLAINT ASK FOR THE COMPLAINT REF NO AND REPORT TO OMBUDSMAN!!!!
IT WILL MAKE NO DIFFERENCE BUT Every COMPLAINT TO OMBUDSMAN COST THIS JOKE OF A BANK £400
BYE BYE HOPE TO SEE YOU GO BUST VERY SOON

I recently decided to buy a car polishing product that received huge praise as to how good it was. I paid the £20-plus cost and then, on looking further into this company, became somewhat alarmed at what I read. According to many reports the product was pretty rubbish.
And then, to my astonishment, up came the message that my payment had been declined by RBS.
I called my branch in Inverness and was quickly put in touch with the "fraud squad".
Happy days. They already knew about this dodgy firm and had blocked my payment, no doubt along with many other customers why had fallen for the fancy sales tolk.
RBS had frozen my debit card in case it had been stolen and used by the thief.
In a few minutes I answered the necessary security questions and my card was back in business.
So many thanks to RBS in Inverness and at head office for looking after my interests.
I have been an RBS customer for well over 50 years and have always found staff at the Inverness branch to be gold star people. Now the same goes for the "fraud squad". Thank you all.

I had an account with them ever since I was a kid and have pretty much been broke my entire life, never being able to go over a certain amount in my account even though I don't have a hobby, I haven't had a car until recent years and I don't have my own place so I'm not paying rent. I don't make any large purchases or use a credit card and I work 40 hours a week. And somehow I just never had any money and I never knew why. Well I finally switched at the start of the year and literally within 1 week I saw a difference. Now I have more money than I've ever seen in my account and my circumstances haven't changed. Same job, same situation except now I have a bigger car which you'd think would cost me more. Somehow I'm seeing much more of the money I earn in my account. I'm not saying there's hidden fees or they're stealing, because I have no idea what was going on. But to have thousands more now than I ever had with RBS says something to me, especially when I was recommended to switch by someone else who was having the same situation with RBS and never having any money while banking with them.

Royal Bank of scotland is ment to give customers a service bank machine in newbridge not working for five days card machine in broxburn not working for 3 day I phoned to complaint and very difficult to get to complaint and if you get complaint department thay don't fix the problem we're is the service rbs is a waste of time

Impossible to speak with a human, waiting time for a complaint up to 5 days...... waiting time for tech department to contact 2 days, no matter how urgent the issue is. In a foreign country need to transfer money, impossible to do and RBS say can't help you need to wait for a response. So unable to rely upon, in toimes of urgency.

The Royal Bank are favouring new customers whilst ripping off existing loyal customers.
Their website currently lists 7 different credit cards, one of which is simply called the "Royal Bank Credit Card".
It lists the benefits of no annual fee and no foreign currency transaction fees.
I have the same "Royal Bank Credit Card" which I have had since 2006 and have to pay foreign currency transaction fees, and in fact had to pay a total of £108.36 of these fees last year.
When I queried why I was being charged these fees when it was exactly the same card, I was told that mine's was a "legacy" card and therefore had to pay the fees.
In other words, if you're a new customer with no history of ever having banked with RBS you can benefit from no currency fees, but if you'e a loyal customer (I've had a current account with RBS for 46 years), you're not eligible and they can gladly rip you off.
I asked if I could switch from my "Royal Bank Credit Card" which charges these fees to the "Royal Bank Credit Card" which doesn't charge them, and was told it was simply not possible.
My circumstances recently changed and I have retired with a small company pension but most of my income comes from interest earned from bonds and ISAs which RBS says don't count as regular income, and have therefore told me I'm not eligible for the "Royal Bank Credit Card", a credit card that I basically have already had for 20 years and pay off in full every month!

i can not log in. they think they are mi5 trying to stop sophisticated spies. somebody should sue them for not managing to get into their online account which can cause all sorts of problems. burks

I wanted to leave a review to recognise two members of staff who helped me during a very stressful account review process.

Sophie was patient, supportive, and took the time to explain things clearly. She treated me with respect and understanding, which made a big difference when I was feeling anxious.

Michael was also helpful in making sure the situation was properly understood and reviewed. I appreciate the time taken to look into everything thoroughly.

Situations like this are never easy, but good staff support really matters — and I’m grateful for the help I received.

Just tried to resolve an issue with Cora the RBS online chat bot. It couldn't understand at all what I was trying to say (a fairly simple issue). Other companies will pass you directly on to a human if requested, but Cora tells you to log in to the Digital Bank to do that. It also said I would need a OTP, even though I was trying to tell them that I have trouble getting a OTP because of poor mobile signal where I live, and RBS will not accept a landline number for an OTP. (I don't know why not, National Savings send me a OTP via my landline).

Cora, the automated chat is a total waste of time, shockingly useless