Royal Bank of Scotland Business Reviews 925

Very slow service, poor communication and unhelpful customer service.

Absolutely appalling!
RBS let scammers into my account, yet when I try to switch to a bank that won’t let this happen, they refuse. No contact from the bank themselves to let me know they were refusing, HSBC had to tell me this. Tried again TWICE and they wouldn’t let it through even when hoops were jumped through to sort it out. Locked out of online banking, can’t speak to a person if my life depended on it. 50 miles to find a ‘local’ branch (and they didn’t let me know that the one 20 miles away was closing). Directed to speak to the stupid little robot ‘helper’ that sends you round in circles and never has an agent to pass you on to. When I finally got to speak to someone I was put on hold for hours with a silent line- you could only tell that the line was being held because of the call timer. Utter disgrace. Do not touch this bank. They have failed in every way except profiting themselves. Bstds.

Why don't statements download instantly? What weird friction to add to the app

The nationwide commercial on TV sums up the RBS group to a tee. Controls freaks. No respect to their customers.

I had no problem with this App until they introduced this face biometric system. I understand that it’s for extra security. But it doesn’t work!. No matter how many times I attempt to take a photo. It tells me it’s unable to do so. You cant even bypass this either. Now I have no access to my RBS App at all!. I can’t send or even pay my credit card on it now. I have to go on the RBS website and sign in through that. Which is so time consuming because I have to use my card reader, receive a one time pass number on my phone. And this is every time!

Update again 9th May. Still unable to deposit cheques, photos taken but " we are unable to process this at present." AT PRESENT HAS BEEN 3 MONTHS. Is anyone from RBS actually looking into this or am I still the only one.......... Can I take away that 1 star? Update. 28th March 24 Problem still exists. No response from RBS for the original problem. Today tried to enter cheques again online. I have online banking as all the local branches are closed and I have to travel. -------------------------------------------- Yet again let down. Trying to deposit a cheque from another bank. Hit several issues on the app, System not available, then it took the photos and then said system not available unable to process and buffering. Went onto chat to try and resolve/report the issue. Was told to go to the branch to deposit it. That is the whole reason you have an option to deposit a cheque- not having to travel to the increasing further away branches. Chat continued telling me the cheque was not up to standard (they havent seen it) and as no customer had complained they couldn't take it further. I explained I am a customer with 5 accounts and was then offered the option to make a complaint about their services...... They cannot report it for me so here I am with a cheque I cannot deposit and no one reporting the issue. All because I wanted to check if they knew there was a problem but apparently its all my fault. Update - as soon as you access the " deposit a cheque" this service is not available, it immediatley states "We cant process your cheque right now. try again later." Cant report it as it is only me.....alledgedly.

RBS is just about making money for themselves, not serving customers. With half-arsed apps, crappy Cora as support and a "we'll text you in an hour" reply that doesn't come. They're insisting we have to close our old Current Account Mortgage and I have no alternative but to use them for a new current account (as we can't switch from the old account to a non-RBS bank without losing all our direct debits). In theory it should be easy, as they promised. In reality it's anything but. Desktop online banking is OK but they insist we use their useless app for any changes - this won't allow me to log in as it keeps recognising my face as belonging to the old account. I can't do anything without using their app! Without the app I'm now apparently at sea but they can't log me in. Is this really the bank that us taxpayers rescued and part-own? Apparently they make profits - but only on the part we don't own. Surprise, surprise…

We have been with RBS for almost twenty years and now they have implemented a business review policy. Ironically the bank that received one of the biggest tax payer funded bailouts. The review is grossly over reaching and collects too much data and failure to comply may result in being de-banked and your account frozen. - disgusting policy. RBS leverages customer funds to grant loans and generate income from interest charges. It then treats those customers that save with RBS like the criminals they themselves are.
I would give RBS a negative rating, as they spend their time closing branches and reducing branches and have their staff tell you to do everything online via the app. If all the customers did that, then the staff wouldn't have a job and customers wouldn't be able to get help.

Disgraceful bank.....you can't actually speak with anyone, you get stuck in endless chats that don't resolve anything, the chats take hours to complete as they are obv. holding multiple chats with loads of other poor customers so you don't get their full attention.....steer clear.....I'm closing my accounts and going to the post office

Great overall experience with RBS!

If i could given minus zero i would because i just re-mortgage from first active to RBS and its the worst experience ever and complaint the complaint case manager Parvin Ahmed made my experience ever worst. I will be closing my bank account soon after 10 years. They no longer a good bank for r me . I wont stop commenting until this is resolved.

If I could leave zero I would. Spoke to 3 advisors all advised me differently one actually advised and I quote "above his paygrade". They use card readers which it totally archaic. Manager finally got me a pin reminder sent out why was this not done by the advisors? I think it may be lack of training and clearly no call monitoring is done otherwise the advisor would be so comfortable talking to me in such a patronising tone. Have raised a complain but I doubt will go anywhere. I'm now with another bank it's night and day

This time it was waiting over 20 minutes, at my cost, to contact with a human advisor in their travel insurance department for platinum card holders. Needless to say once contact was made I was speaking to someone very thick. They are trying to herd us all over to using the online service. As with everybody else here it is only the hassle of changing banks that keeps us with the deplorable RBS. This story has an amusing end point - I am the Chief Finance Officer of an enterprise that spends over £600m per annum. We used to bank with RBS - we don't now!

I have been with rbs for over 15 years , but I'm now leaving them after they lost me £1400 . I accidentally send this money to the wrong person and relized it straight away , I notified rbs who said they would do a recovery which would take up to 20 days ,I rang them today after 48 days as they hadn't got in touch , a manager said I had lost the money as it had been removed from the persons bank account and couldn't get it back (it was a Nat west account which is part of rbs ) if rbs had acted quicker I would have got my money returned but after several call to rbs I was told it took 20 day , 3 operators said this over 3 week but wasn't resolved so don't trust anything they tell you , I have lost told trust in them !!!

Appalling! impossible to get any sensible answers to my queries.
Definitely negative stars.
Go somewhere else immediately!

If there were negative stars, RBS would get -10. The worst bank in existence. Banked with RBS for + 30 years, living overseas and dealing with them has been unbearable for a very long time, been put off changing banks due to the total hassle of opening another account but enough is enough, I will be returning to UK to close down all business very soon. My troubles with RBS over the years are too long to list, they are never-ending. Avoid RBS at all costs. You have been warned.

Don’t open an account with this organisation complete and utter waste of space. The business profile review is a joke, and no one is able to help when you call they are all clueless. The branch staff don’t have a clue when you go in to talk about it

I'm trying to get in touch with a "human" assistent, after talking many half-an-hours with "Cora". But everytime a "real" "guy" or a "lady" start writing in the chat, I cannot write back, the chat-box does not accept any sign or character... I did switch browser, but it is the same with everyone. I was able to throw in my bank data (account and sort code) in a last message, the lady ask me to confirm them a second time, when at that point it was not possible to write in the chat anymore. Confirm what?? They are just numbers!

wow where to start. I opened a current select account, an investment isa and a credit card. current account cannot accept incoming or outgoing transactions almost a year later, so haven't been able to use it. complaints process resulted in £1000 compensation and a "computer says no problem" but account still doesn't work! investment isa transfer was botched three times, by someone trying to withdraw funds instead of request them, by someone saying they'll do the transfer manually but not being able to then not updating me, and six months later that transfer also wasn't done. the credit card was met with loads of texts asking me for the same direct debit account information I already gave them around 50 times before they could activate and took months to resolve. the only customer service helpline has an AI voice recognition and expect to be on hold for at least half an hour or more then transferred to loads of departments who don't know what they are doing. online #chatbot cora is equally useless and takes ages to speak to anyone, and when you finally get to anyone they just give you phone numbers and tell you to call the helpline. you might think you could just call the helpline in the first place butyou need to get dedicated numbers for the department via the chatbot or else call up and wait an hour to get through to anyone who tells you to call back a different number. recommend closing your accounts. this is a year later I'm still having these problems. thinking of raising this to financial ombudsman and still have not been able to make a single transaction with any of my three rbs accounts. still I'm. better off than the people who tried to make transfers into rbs accounts only for the money to vanish into a no man's land of suspension for months, having come out of one account but not yet deposited into rbs account. useless