The Royal Bank of Scotland Group plc Arvostelua 412

Absolutely appalling customer service. I used to work for RBS and have banked with them for 25 years but I will now be moving to another bank. Husband's card split so ordered a new one. It was sent to an address we lived at over 2 years ago even though we changed our address when we moved. Later that evening I had an email to say they had cancelled my card "as requested". Something I never asked for. Chatting to "Cora" is a waste of time. Spoke to a chap on the phone who could not understand what I was saying and I could not understand him. Used the online chat and have been told that both cards were sent to our old address and they are showing as "pending" so they cannot order us new ones. Husband has had no bank card for 10 days and I have not had one for 3. Total incompetence. Like a previous person, if I could give zero stars I would. Awful bank.

Interrogates me for 2 hours to access my own money from isa. 20k for new car.

Insinuated I'm a scammer. When I told him I'm working and hurry up (after an hour of holding and intrusive questions) he says "that just makes you seem more suspicious"

Utter morons. I've been with them 20 years and they could see where every penny of the money came from.

Finally got my money and will never use again.

I had already done biometric checks, logins and they made me explain every transaction on my account.

Absolutely disgusting service.

A bank that I paid tax to bail out and think they own their customers money. Some cheek to treat me like the scammer.

The words pot, kettle, black come to mind. Never again.

I have been a customer of RBS for the past 26 years - through thick and thin, for better or for worse. I have never complained as they did an OK job as far as I was concerned. Now I have just asked them why they have done something bizarre and unexplainable with my account - ( always in credit - no issues) and I cant believe what they have done and without any explanation whatsoever. AND that a company can reduce their customer service level so low - I did not realise that one could go to a level that low . Zero customer service, zero info on their wesbite. A chat bot that was taught by an amoebic single cell blob and, its final replacement by someone who cant understand the simple question - Can I please have the address for your head office'. ( I was exhausted just trying to explain what was wrong with this poor chap in India - I had to give up and decided to simply write a letter as no email address supplied on their pathetic website) - So- I am going to have to leave them after over 26 years of loyalty. What a shame that so many British companies have forgotten what customer retention service is all about.

Diabolical customer services anytime I go on the app and try to speak to someone it's impossible to get a human being constantly told someone will answer my message within 6 hours so what I've to sit and phone watch for 6 hours to make sure I dont miss them. Problem is they don't answer in 6 hours today I've waited 12 hours with no reply seriously considering closing the account and going elsewhere also a pain having to wait until 3 in morning before money gets paid in other banks pay in just after midnight

They are not interested
No interest at all in getting customers money working
Moved to a building society
Got good interest paying savings
Also joint acvount holders recieved 100 pounds each, because building society rewarded customers for being a member

If I could put zero stars, I would. Joined the RBS last week. Have received lots of texts and emails about my open accounts. And, that I can get all my details via Online Banking and the App. Problem is, I can't log into any of them as they've given me no details to do so. Chicken / egg scenario. I go online and their website gives false advice so, I use the chat and they tell me they can't help but give a number to call, assuring me they can help. I call, they can't help. But, if I call back tomorrow they definitely can. I call back tomorrow. They can't help. But, if I call back tomorrow, they definitely can... and on it goes. I won't be with this bank long at all!

They froze my accounts without cause and then eventually closed the account. No reason whatsoever at all.

I saw a deal to get £200 when you move accounts to RBS online. I did all the relevant parts of the deal, moved an account from another bank to RBS, paid in £1250 and logged onto the app within 60 days. Their part of the bargain was to give the £200 in 7 days of doing all the above, that has now passed as I opened the account on the 9th May and did all the relevant steps right away. I have received nothing and when I try to contact them on the chat it says they will respond in 3 hours, that was 2 days ago - it is clearly a con as they haven't upheld their side of the deal and are now choosing to ignore me. Account will be closed very soon! Avoid like the plague!

Black Card Travel insurance 'benefit' is terrible.
No personal service, confusing online claim process, unclear emails asking for more information.

I've been a loyal customer for 35 years and pay an annual fee for the 'privilege' of the Black Card but I've now almost given up on my travel claim for Covid cancellation in 2020... yes 2 years later i'm NOW being asked to prove the pistes were closed...

France closed! 30,000 Brits had to fly home, what more proof do they need?

Black Card personal service? Forget it.....

Oh and my 'Exclusive Black Card' isn't even Black anymore, its got a daft image of a beach hut on it.... whoever dreamt that up ?.....

Terrible service. Just awful and pretty pointless

The banking app is really limited compared to other banks I've used. Transaction history is not immediately visible and there seems to be no way of checking a balance at a particular point, only the current balance! The search function doesn't seem to work at all either- I did find the transaction I was looking for but had to scroll through manually, as the search returned no results. When filtering transactions for deposits/payments, no total is given. You can only search transactions up to 12 months ago. All in all its pretty rubbish.

Woeful service. Had a fraudulent transaction. 3 calls (each an hour long to indian call centres) diverted twice, hung up on once and also recommended to contact another team. An hour on live chat and in the end they also just told me to call the fraud team who first cut me off, then the second one said he would call me back but didn't.
Here I am still, an hour into my latest call, bounced from pillar to post and still 5K fraud on my account. Literally making no progress at all. Seems too difficult and people either don't know how or aren't willing to deal with the issue. Can see me having to go try a branch - by then who knows how much more damage will be done!!

Do not bank with RBS, kept my money and suspended account just for transferring money.

Once again this bank has asked me for the thirteenth character of a twelve character password then it froze my account - eventually jumped through the security hoops online to re register with online banking to access my account which I have filled out the forms to close - what a narrow escape - keep your £200 switching bonus RBS I just don't need this much hassle in my life.

Please do not open an account with RBS they are absolutely useless, 2 hour wait time to speak to some one, I have recently switched accounts to RBS but when I called to check the progress of my switch the level of service I received was shocking I have now cancelled the switch. What a close call I had. Go back to basics RBS and answer the phone and help your new and old customer's. complete joke what a close call I had, utter moronic system.

After changing my phone, I went to reset digital banking. According to a Cs agent, there is a glitch in the system that meant it kept kicking me out and generating codes. Eventually I was told I had to wait for a code by post, which I waited a week for and still couldn't use it because 3 more codes were randomly generated. Now after waiting for a new code by post, the same cycle is happening again. Not one person seems to be able to help me and I wait for callbacks for the call to be dropped and nobody phones back. I've explained I'm disabled and in a wheelchair pretty much stuck in the house, the local branches have all been closed and I can't get to them so I rely on my digital banking and now haven't been able to access my account for weeks because of what keeps being blamed on a system glitch. I'll be swapping my dd over and closing this account because this has been infuriating, the phone line is infuriating and I'm being offered absolutely no help at all, except more codes being sent which already hasn't worked twice. Nice to see rbs cares about customers who have access needs....not. Also if your agents drop a call, have the decency to call the customer back.

Pink purple, whether you like it or not. All very fashionable these days.

BE VERY AWARE. I was wanting to find out what the current interest rate is on my RBS Master Card before making a major purchase. The ONLY way to get this information is on your monthly Credit Card Statement. The interest rates are on the bottom of that statement. If, however you have a zero balance on your card, RBS won't produce a statement for that month so this information remains a mystery. So you have to actually make a purchase and wait until RBS produces a monthly statement. I do not and will not use the banking APP on my phone. Too many horror stories from friends for me to trust this. This is appalling customer service. If I make a charge, RBS can note the interest on my monthly statement so the information is there and available. JUST NOT TO THE CUSTOMERS WHO WOULD LIKE TO MANAGE THEIR CREDIT. I should note that my other bank freely displays this on my account summay page when I log in - regardless of account balance!

I wish I could give 0 stars, avoid at all costs. I have been a customer for 25 years and they can't even be bothered speaking on the phone. I went to a branch who told me they were cashless. Imagine a cashless bank! They also sent my credit card and pin to the wrong address which is a serious breach or privacy. They are closing branched left and right in rural communities and have nothing but distain for their customers. DO NOT OPEN AN ACCOUNT WITH THEM. They advertise that they are there for communities in Scotland and it's class advertising. Closest branch to my town now is a 3 hour round trip and there are only 2 buses a day. It's disgraceful. They will lie through their teeth to avoid customers

Spoke to Tilly from the retail disputes team in regards to my claim and this lady is the most helpful lady ever, she is so professional, Helpful and a very caring person. she explained to me in great content and I really appreciated her help today.

I want to also thank my retail complaint handler Owen Scholes for his hard work and helping me what a gentleman he is very professional and attentive

these two workers need praise or a raise

HIGHLY RECOMMEND RBS