Royal Bank of Scotland Business Arvostelua 

Zero Zilch No Customer Service Whatsoever

I am POA on my Mums account which she has had with this shower for around 30 years.

Just over two weeks ago I changed my Mobile Phone and as with all banks apps I had to reset the security on the RBS App.

I also have my own and business accounts with 4 other banks who allowed me to reset their apps the same day.

With RBS McClunky they require you to phone them and obtain a new security code by post.

They confirmed my address. A week later the code addressed to me arrived at the other account signatories address 120 miles away who had to place a stamp on it and readdress.

We only get post twice per week and it took another 6 days for it to arrive here.

Relieved I then went through the process of resetting the RBS App only to find that on both the App and online portals they had locked the account.

I then had to call in and the real nightmare started.

The calls are initially robotic, a robot that appears as incompetent as most RBS employees - it took several attempts for it to accept my customer despite it being entered correctly.

Call1 - robot advised 5 minute wait and was played music for 18 minutes - I wasn’t happy with what the agent said and I asked to speak with her manager - she promptly hung up.

Call 2 - robot advised 3 minute wait and I got an answer 29 minutes later and the agent sounded promising. After identifying me she said I had to set a new 4 digit telephone banking passcode and said that she would temporarily put me through to a robot to submit the new code. The robot said that I had to put in 4 new digits ensuring that no number was repeated more than twice. I did this and got the same message again. After 6 attempts using 3 different passcodes the system did not pass me back to the agent and just ended the call.

Call 3 - called in and told a 25 minute wait. It gave me an option to call me back on the number called from when I reached my place in the queue - by 4 hours later I had no return call.

Call 4 - Robot said a 10 minute wait - 41 minutes later a bolshy agent answered - I explained what happened and asked to speak with the Head of Customer Services - she hung up.

Call 5 - Robot didn’t quote time but I waited around 20 minutes. I explained to the guy who seemed mildly empathetic - the call dropped and I hoped he would call back which didn’t happen.

Call 6 - Robot didn’t quite a wait time but after 22 minutes I got an answer and refused to explain anything insisting that I was immediately put through to the complaints department.

After another 12 minute wait a proper human being answered 7th person. He took my complaint. The reason he was human was because I later found that he worked for a contractor.

Through their staff the directors at RBS do not value customer loyalty and it pretty clear all of their managers are hiding under their desks or consider themselves far too important to speak to a mere customer.

It’s pretty clear that the Head of customer services has no concept of the words “Customer” or “Service” and from the ranking on joint 17th place with their sister business NatWest on their industries rankings he/she is not fit for the post.

Not ONE RBS employee I spoke to demonstrated the skill to effectively walk around the other side of the counter and just for s moment stand in the customers shoes.

Anyone thinking of buying any financial services product from RBS or NatWest would be foolish as the company clearly cannot support them.

Absolutely useless bank service terrible going to leave them soon and will neverbgo back

I am deeply appalled at the service I have received from RBS. I have been a customer for over 30 years. My attempts to speak to someone have lead to me spending ages listening to musak and when I actually spoke to a customer service person they cut me off. I shall transfer to another bank

I’ve had money taken from my account over a month ago and I was told to put in a dispute which I did and this would stop them being able to take any further payments. Once again payments have been taken and all they can do is get me to do the same proses again and won’t stop them taking more money. I have know idea who it is yet they won’t stop this happening. Worst customer service I’ve used

RBS invests in companies that sell weapons and military equipment to Israel that are used to oppress Palestinians

I have been a RBS customer for over 30 years.
Current account & savings account plus other products.

Went into today to withdraw some money

The manager wanted to know what the money was for. She wanted photos and email address for what I wanted to buy.

She said she wasn't happy and wouldn't let me withdraw my own money.

All my accounts are going to be closed.
Very poor customer service, you should be ashamed Royal Bank of Scotland. Just look at all your 1 star reviews ⭐

Waiting on them it’s terrible, if you need to go into the branch, the service is shocking, they should have a new manager, and re-structure the whole branch, I feel like saying sack them all, but that’s maybe too harsh, new manager is defo the route forward

I've been with RBS for years and when did the get so crap. I've changed my name recently and got new cards and trying to get them set up on Google pay was a nightmare and you can't speak to an actual human about it. They have gone all automated and they just need to sake that development team as its the worst thing ever. Who puts black writing on a dark blue background and expect you to read it. The phone system has to few options and you get nowhere. The only time I've spoken to a human was asking about insurance but I'm not rich enough for that as my humble car isn't worth over £50,000 seriously. What is RBS turning into, so angry a good Scottish bank gone rotten.

Absolutely shocking onboarding process for a business account. Two days spent trying to navigate the not-fit-for-purpose HooYu verification software, then a string of emails every two days asking to resubmit documents that had already been submitted. After two weeks, I gave up and cancelled the process – the account still had not been opened.

Other banks can open a business account in an hour, checks included. This gave me no confidence in RBS as a financial entity.

I been customer for 1 year and was good until i close my account and then i dont received interest rate for the period between received interest rate pay me for previous mounth until close the gap about 7 days..i send to them complain form but not come back to me..please AVOID this company..

I have been with RBS since I was a student. I always highly rated them for customer service. Today, I actually needed their help for the first time. A company has not paid me back £300 in refunds. RBS’s answer :- talk to the company, talk to PayPal, but don’t ask for our help. I thought my money was safe with them. I was so very wrong.

We have banked with RBS for 40 years and are very happy customers. I love the app, the debit card works perfectly for contactless, and I have no complaints.

I have been a customer for over 20 years but enough is enough people have no common sense. Disgusting people I have spent 1 hour on the phone they put me on hold and disconnected the call. You are absolutely horrible people. I have wasted all this time and my issue is still not resolved.

its ok, nothing special i have had an average experience with them

I applied for a kids (revolve) bank account and they were hard to deal with. Just because me and my biological mothers surnames didn't match, they refused to accept our request for a revolve account. I waited up to 30 minuities for a human assistant who claimed if i resent they documents they would accept the request, i did it again and they rejected my request and lied, instead of telling me i cant open the account becase of a surname "mismatch". Bad rule for a bank and bad customer service.At the end went to another bank and are happy with my new bank.

Oh dear, where to begin?

First of all I was a victim of fraud and had to make numerous hour long calls just to get this sorted out. I inexplicably got cut off or disconnected numerous times while being left on hold such that when I tried again for what must have been the sixth or seventh time I practically begged the customer service individual NOT to put me on hold!

It seems I eventually managed to get my money refunded but I have been told I would be sent a new card and then realized that actually no, this had not been ordered so I had to call them up again and request one.

I also asked to have my email updated due to the fraud experience and gave an email that was confirmed as updated in the system but when I had to call again the next day (due to the opening hours for the fraud department closing the night before - yes I was on hold for that long!) I got read back to me my old email. So I had to update it again with them.

Then I had issues getting the online banking app unlocked (following the freeze/suspension due to the fraud case).

It just goes on and on and on. I've previously never had any problems with RBS and have been a customer for about 15 years or so but this recent disgrace of how they've handled my banking problems has led me to decide to close my account and the next available opportunity. I also don't live in the UK any more for work reasons so all of my calls are made from overseas which is costing me even more money when I'm being put on hold just about every 5 minutes. How slow is your system for goodness sakes?! I couldn't even get a breakdown of the latest statement without having to wait 3-5 minutes. It doesn't sound like much but when my total call time exceeds an hour that's ridiculous!

Horrendous bank. Do not recommend and I will be seeking compensation for the trouble caused.

So where exactly is this mythical support centre your email directs one too? Online there's only a bot with limited information, certainly nothing for an account query and no way of sending a message.

Being a trusting (gullible) person I went through the hassle of downloading the app where, yep, it's the bot. No menu anywhere I could find as the help section alleged.

Trust Pilot says this review will be sent to an rbs email but that email bounces back when I try it

So another hour wasted trying to get an answer from this useless bank and the Chat Bot cut me off mid conversation. You couldn't make it up! Does anyone at this bank take responsibility for anything? Do they train anyone to do their job? It must be totally demoralising working for the company that doesn't give a fig. I am now on hold yet again!!!