The Royal Bank of Scotland Anmeldelser 

With RBS for years, including the One Account mortgage and have been at least ok. However, now that One Account is fully transferred to RBS it can be accessed digitally, just like my other accounts. (except I now a TWO customer numbers!!) But can I see it in the App? Nope. Can I add it to the App? Nope. Can I contact a person to try and sort it out? Nope. I tried to use desktop access to move cash from One Account this morning to my own Current Account, which the system was able to verify, but then stalled. So that's also a Nope! Now having to write a cheque to myself and pay in using the App. As for using Cora for help? Nope!

Is it 2025, or 1925?!

Very disappoinnted inn the way RBS has declined inn customer support. CORA is basically a guide for the simple to use their services pretenmding to be a useful support function. It cannot handle complex questions that support should handle and used to be dealt with by humans

Was told the wait time was 35 minutes.

Waited over 1 hr only to be put through to another department and be placed on hold again.

I understand sometimes the lines are busy, however why state 35 minutes.
Why not state calls are taking over 1 hr and to call back in less busy times.

Or just have automated buttons to press to send you to the right department.

I will be cancelling my account with this company.

Very poor RSB

Dreadful experience 2nd time in as many weeks. Systems are flawed and customer call handlers unable to assist. Was told to go into branch and have now been waiting 20 minutes and still no assistant avaliable to help. I am loosing the will to live. Will be transferring my business to another bank who can offer a more professional experience........so, so angry!!!

Poor service and i lost all my money , Check out the use instead of written at the name on my profile photograph bio

Could not have been worse. We are a Christian charity and have been customers of theirs for 25 years. Tried to deal with their "Business Account". Took an hour to get through, a further twenty minutes and eight different securities codes, were only after our annual statements for final accounts preparation. Completely failed in this and also informed that we had been involved in some kind of "family domestic abuse". Quite extraordinary and still reeling from this bizarre experience. This terrible institution should be shut down immediately.

I have entered onto a das agreed upon by RBS and yet I am being harassed multiple times a day through email, text and by phone. If this does not stop, I will involve the ombudsman and a lawyer. 5 voicemails in a day is ludicrous and it's only 3pm. Worst bank I've ever had th displeasure of dealing with.

Yet again, terrible experience with RBS. Received a cheque from nationwide Building society, so tried paying it in using the RBS banking app. After lots of issues trying to get the cheque to fit into their grid, it finally scanned the cheque, only to find that the app then cannot process it. Get the runaround with Cora, and net result is I’m going to have to drive miles to a post office or Bank branch to deposit it. If they are forcing us out of branches, they need to make sure their digital services are fit for purpose.

never deal with RBS customer services on their credit card side, they are awful, they do not have a clue avoid their credit cards at all costs

I have had troubles logging into my bank app for about 2 years maybe 3.
They keep sending me out a card reader and verification codes and none of them seem to work,
I have had 2 new phone numbers and moved countries since then, but they need my original number to log in, they can’t change it on their end or start it from the top.
Was on the phone again today and waited to speak to an advisor for 15 mins and was on call with them for 2 mins and she hung up.
This happened again when I phoned until I was able to get through to someone else the third time, which is a pain as you need to speak to an automated thing for around 10 mins each time.
I had to take photo of my ID and my face and told to phone back in an hour.
I phoned back and believe it happened again was put on hold and the call ended.
having to explain everything all over again.
I finally got through again, I was asked for digits / letters from my password but the letters I gave weren’t working.
They can’t do anything for me or other people who use this bank.

Earlier on today I was phoning for a fraud/scam incident as well and the call ended had to phone back another 3 times. I’ve been told I need to wait 15 days for a phone call.
It’s hard enough speaking with the robot/automated call never-mind someone where English isn’t their first language.
(no hate I know they are trying)
The staff are lovely but I fear no one knows what they are doing anymore.

Another thing I’m trying to set up was my Apple Pay last week and it says to phone the bank and they had no idea what to do to help, it has the option to verify it in bank app but as I said at the start I’ve been struggling to get in for nearly 3 years. Bank is a joke

Can’t help with fraudulent/scams can’t help with bank app/Apple Pay
I have since asked for a new bank statement so I can hopefully change banks.
Will hopefully be here within 3-5 working days but well, we’ll see

I remember this bank used to be really good , god knows what happened but I highly recommend another bank !!

I do obviously appreciate those who tried to help. But I think everyone needs to go back for another interview to see if they are able to work. It’s definitely a shame for those older people out there who aren’t good with digital stuff, I’m young myself and it’s just getting more and more confusing with this bank.

Edit:: I’ve just been to the bank machine and my card has been spat out and declined in shops, I phoned at say around 9:15pm(emergency line)
This doesn’t count as an emergency to them but I can’t get into my bank app I now have a card I can’t use and no help from the team they just put me on hold to speak to someone else and was told by automated bot that this was closed and the call ended.
How is someone supposed to get to work if their card isn’t working, whole thing is shambles ,what a JOKE!!!
Rated this 2 stars when I first write this but it’s at one now. Never had so much issues with something in my life

Unable to talk to a person. Robot is a sham. Try customer service again. Keep repeating cust serv over and over. Talk to an agent who said hes not trained and to go online. All emails noreply RBS why cant we contact you. Spent a whole day trying to sort a simple issue. Now have to visit the bank.

Worst bank known to man. I’ve been dealing with a fraud case since February last year.

Every time I call I’m told i will hear back within 5 working days.. call again that then turns into 15 working days… call again now 25 working days even though it’s meant to be a “priority 1” case doesn’t seem like people actually do there jobs as I noticed that someone was paying off the fraudulent card but somehow the case worker didn’t pick up on that….

I’ll be looking to change banks as it seems no one knows how to complete a job there oh well.

Useless people! UselessApp been trying to log into the app Keeps asking for a 7 to 10 digit customer number So i phoned up to ask what it was They had no idea and said we dont use customer numbers to sign into the app But it distinictly asks for the customer number, digital pin and password The help section says: If you've forgotten your customer number you can find it using our mobile banking app within the 'Profile' menu (top left-corner of the screen) or the 'Help' menu (bottom of the screen). BUT YOU NEED THE CUSTOMER NUMBER TO GET INTO THE APP!!!!!!!!!!!!!!!!!!!!!!! Oh and trying to reregister for digital banking says 'credit card number not recognised'

Wanted to discuss some matters with staff but it seems RBS don't want any calls. They have an online bot named Cora which sends you round in circles as it wants you do go to the online solution. In my case the online option would not work so I was 'transferred' to a colleague. After 1 hour of waiting I gave up.

It is almost impossible to make an enquiry re my bank account . The use of the ai spoken dialogue does not work and is a great obstacle to getting an answer from an actual person in a complex problem which the machine cannot understand . I gave up after 15 minutes.

Worst change of address experience. Impossible!
Not able to speak on the phone and impossible to do online. Spent hours and still unable to do it.

How hard are RBS trying to make it to have a telephone conversation, this is simply unbelievable.

I do not want to talk with "Cora" the app is simply useless when asking questions and getting answers that are not helping in any way.

The telephone numbers published are not answering and in total I have spent almost 5 hours trying to make contact.., with not a human in earshot or sight or whatever medium you care to use.

I am now going into the local branch, which is no longer the local branch and now a 7/8 mile drive to get to as the local branch is closed, this will no doubt cause a long delay at the branch to try and get my money back from a service that has also only got automation and does not carry out the tasks that are being requested. I think A I is fnatastic if the companies using it employ even 1% of the savings they are making from not employing real people to do the job in a system that actually does the job that is needed and not simply a range of options that do not apply and a constant, infuriating loop that ends up with customers having a mental breakdown due to an uneducated A I that is not fit for purpose, if "Cora" was a full time employee taking a salary...........SHE WOULD BE FIRED WITHOUT HESITATION AS INCOMPETENT.

After 25 years of being a customer I am leaving, I am disgusted and disappointed. Non existent customer service. Rude and unhelpful on the phone and the app and processes are antiquated now in comparison to other banks.

Not very helpful. Told to open account online despite visiting Milngavie branch.

Awful Customer Service
So I received a text message advising me of the code I needed to set up Apple Pay, but i hadn't requested such a code so clearly someone is trying to defraud my account by setting up Apple Pay to use my credit card. I thought it would be a good idea to inform RBS.
However, their automated call centre doesn't understand anything I say and there is no option to speak to someone. There was advise to use their app and to identify the fraudulent transaction, but the app was not working, and I am unaware of any fraudulent transactions so far, just that someone is attempting to use my card on Apple Pay.
So zero points to RBS for not having the option to talk to a real person, zero points for having an automated service that doesn't understand anything I say, zero points for giving me options that do not reflect the nature of my call, and zero points for having an app that is unreliable.