The Royal Bank of Scotland Group plc Arvostelua 412

I'm no longer able to buy goods and services online because of the RBS's two-factor authentication process which requires a smartphone app (I don't have a smartphone). This problem doesn't arise with firms that use, e.g. PayPal, as their type of authentication works on a landline or on an old-fashioned mobile phone, both of which I have. I have been a customer of RBS and their predecessor banks since 1966, but was not informed that I would be cut off from payments in this way.

I've been with RBS for a few years now and have had the odd problem with unexplained card declines but nothing more serious than that. However, two weeks ago I booked a hotel holiday in Spain, went through the security checks, sent back the code that was texted to my mobile, and that was that, no error messages or anything. But I then got an email from the hotel saying the payment had not been made and suggesting I try again.
At this point I logged into RBS online banking and tried to find out what was happening, and this is where the real problems with RBS start to show themselves. The only thing you are offered in the way of a helpline is their "digital assistant", to which they've given the cute name of Cora to help you relate to it because you're just a customer and therefore too stupid to realise that it's only a bit of pre-written script.
You have to stick with Cora for a long series of questions and answers before Cora runs out of pre scripted options and patches you through to some human operator, (in Mumbai I think judging from the names and phraseology used). You then have to provide your login details all over again, and it's no use pointing out to them that you wouldn't be having a text conversation with them now if you hadn't logged into online banking in the first place. It seems these guys are operating outside the RBS online banking system. I had to go through this process several times as I got fed up with long waits as the operator did not seem able to answer my question, so I hung up and tried again. And of course if you do start again, you have to go through the whole Cora process again before you get patched through to Mumbai, where the human operator will ask you to wait till he reads the conversation you have just had with his colleague. (It's not a colleague, mate, it's a scripted system so don't try to come it with me).
I eventually got through to someone who (after a long wait) came back to assure me that the payment had been approved and was just not going through due to the bank holiday. Should I try to pay the hotel again? No, I was told, it would go through on Monday. That was over a week ago, the payment has still not been made and I've now missed the room I was trying to book.

RBS online banking is OK as long as everything is running as it should, but as soon as you get a problem such as this - a payment that has not been made, it is nearly impossible to find out why as you cannot deal directly with anyone at RBS, no phone numbers, no emails.

I have however found the solution to make sure nothing like this happens again. I'm switching my account to another bank that offers direct (and competent) contact for online banking querries.

I cannot believe that the royal Bank of Scotland has not put my wages through into my bank account just because it's the bloody queen's platinum jubilee so while there all enjoying themselves at the banks the rest of us have to suffer because we can't access to our own wages it's an outrage we weren't even warned that this would happen just because it's a holiday we don't all get that holiday some of us still have to turn up at work and get the holiday at a later date but the royal Bank of Scotland couldn't even make sure someone could work to make sure the public's wages are put through into there bank accounts on time there irresponsible and inconsiderate they give a damn about the hard working tax payers who might need there wages. I might now have my wages put into my other bank account because how irresponsible the royal Bank of Scotland is.

I have raised a complaint with them since January 2020 and until now they haven't sent the information that I've requested and constantly denying and using all the delayed tactics so I will give up. Yes, they are free to demand payment but when we demand the information we want they don't provide them. I am so disappointed and very angry with how they're refusing to add me on the mandate since I've been dealing with it and my name is always been there but they ignore it. We have done everything and they come up with another excuse that this is not done or completed properly when all the branches have closed so where do you go! They are now saying that they can't add me to it when I am the only one who knows about this account because I am paying for the monthly payment and managing it since it was opened! Avoid this bank at all cost. There is so many bank out there with better customer service, pay more interest and less charges to every day banking and have the customer's interest . This was an old account and I cannot wait to cut the cord with them. Absolutely disgusting! I am putting my experience with them to all the platform so to warn customers.

Been with RBS for 20 years and had my fair share of problems with them over the years, some minor, some extremely major. The most recent happened on the 28th May when I went to digital banking to amend my standing order for my house rent for 4th June. RBS said I could not do this now as it is only 48 hours to the payment date. No RBS, payment is not due on the 30th, it is due in 192 hours!!!! So my only option was to cancel the standing order, which I did. Then I had to make a new one for 4th June but now this threw up another wobbly, saying the earliest was for the 6th June. My tenancy agreement states that this date the 4th cannot be changed and I have had it for 13 years. So because of RBSs crazy ideas I could be found in default of my agreement. Fortunately my landlord with whom I am on good terms with allowed this one time change, but for me to correct it for July.

Opened a new current account and Digial Saver at the same time. Absolutely flawless process helped by the advice received using the Cora Assistant. Raised a few questions through Cora and received prompt, efficient response on each occasion. Very happy.

I switched to rbs using the switching service as they were offering a switching bonus, done all my part and fulfilled all requirements… still waiting on my payout and nothing.

Other banks I have done this with have paid almost immediately. Avoid.

Choose a different bank!
Been an RBS customer for 20+ years and I normally just use Switch and DD and everything works.
Today I went to the branch. It was Saturday (still is). I wanted to use the cash window as I needed to withdraw an amount above my card limit. I was told "Sorry, the only services available are those you can do from the machine as it is a Saturday." So what is the point of the branch being open!!! ?
A little later I went to a cash machine figuring I could withdraw the money up to my limit each day over the next few days, not ideal, but it could work.
The machine said my limit was £250. I tried to withdraw £250. I was over the limit for the day!!
The only way this could be the case is if the "Cash Withdrawal" limit is actually a daily transaction limit. (I had spent £20+ at the supermarket earlier).
Not having access to my money has really messed things up for me as I get ready to start a new job!!
What a waste of space of a bank!
Choose a different bank, choose useful and not USELESS!

Tried for over 1 week to set up switch of current account. Input data requested via Digi docs as did my wife numerous times. Continually got requests to conclude application , retrying via Digi docs but gave up. Unfortunately this is not what I expected from RBS!

Absolute shambles of a bank. They have a security system that protects themselves and not customers, thanks to Fred Goodwin.
I can't give them a minus review if I could I would.
I have had to report them to the FCA.
They are in my opinion not interested when asked if a person Was qualified under the Finincal Conduct Authority fitness rules to to discuss Finincal matters with me they said they would not answer that question. Well that tells me a lot. I will be dismissing them as a investee in my Finincal life after the FCA investigation is complete.

I would give them a zero if I could, absolutely hopeless. Been banking over 25 years with them and honestly tempted to close my accounts with them, 5 phone calls and I still haven’t got it sorted.

The rbs has an incentive to switch to their accounts but I have tried several times and their live sense, where you take a photo to confirm identity does not work! Their chat rep referred me to their switching team which referred me back to their chat team!!! Crazy ridiculous service. Rbs get your act together and stop batting customers back and fore clearly you don’t want their custom.

After spending an hour online trying to open a bank account with you, navigating and repeating multiple times your terrible identity checks, submitting my passport, current bank account and address details and moving my face around in your partner companies app to prove i exist, you have declined to open my account due to identify...I only want a current account, no overdraft or loan, just want to pay money into you yet despite having full time employment, UK passport, driving licence, and mortgage you refuse because you couldn't identify me. I do wonder how anyone manages to even join your bank.

Just opened current account and digital saver. All went well. Very easy to do and website and app are good and easy to use.

This app is truly dreadful. I just switched to RBS from TSB. I haven't been able to set up a direct debit, transfer money and had to ask their bot several times for help. When will banks learn that you need to speak to an actual person. You either have to phone which is never easy or do a Video call. I don't always want to be seen ( for example if I am ill or out and about) They are so security conscious that it is ridiculous. Wish I hadn't switched. Am not in any way associated with TSB but RBS could get a new app designer like theirs!! Horrific

This is specifically for RBS Collective Investments. They are proving awful to deal with. Even people who work elsewhere in RBS have told me they are terrible, but they just throw their hands in the air and say there is nothing they can do about it (and then go on to describe how bad they are to deal with even when you work in RBS!). Hours spent waiting on the phone for customer service, an online portal that is in the running for being the worst piece of software I have seen in thirty years, and impossible to resolve an issue with them. Was eventually told to write to them - but make sure it's recorded delivery as they allegedly have a habit of claiming not to have received letters. It's the third decade of the twenty first century and the best way to contact them is to send them a letter? Remarkable, but seemingly symptomatic of their approach to customers, As this is related to a Child Trust Fund this is particularly poor. They are dealing with young and potentially financially inexperienced people who frankly they are just taking advantage of. Next stop the Financial Conduct Authority. IMHO - one would be well advised to avoid them at all costs.

Pathetic customer service.

Locked out of account 3 times within first week of being a customer.

The very first time I tried to log in it was flagged for fraud and account was blocked. Had to call to say yes it’s me. Told all good and will be unblocked.

Was not done correctly so had to call again, got unblocked with apologies.

Then the very next day my digital banking is blocked again!?!!?!

Called customer service and opted to be called back rather than wait 11 minutes. Get the call back immediately, then on hold for 15 minutes!?!?

Customer service rep said he was operating on a limited service today, could not view my account even though I passed security and had all the details, therefore could not help me at all. Offered 0 assurances it would be resolved when their system was back up.

Absolutely shocking experience.

Application form filled in on line 2March to change my current account from hsbc to RBS, can’t get to speak to anybody about this transaction I have wasted over 1hour to get some satisfaction to no avail I keep getting passed on a other department who can’t help with my enquiry.I have decided not to carry on with my application. This the worst service I have received from any bank
Mr Allan Sinclair

Worst bank ever never give me an overdraft in ten years but will give me an unarranged overdraft thanks for that's not why do this them it makes you overdrawn then you get charged. The worst bank in UK