Royal Bank of Scotland Business Reviews 925

Can a company be more inept? This corporation demonstrates a complete lack of understanding when it comes to customer service. They're woefully unprepared to interact with the public. Even one of their employees confessed to me that the bank is in shambles and requires an overhaul, but they're hampered by significant staffing issues. I've been a personal client at RBS for 15 years, yet I implore you not to entrust this company with your business affairs. Currently, I'm struggling to withdraw my own money from an account due to their botched banking practices. After finally getting one withdrawal approved after five long weeks, they now claim my signature doesn't match - on an online account which I access using my fingerprint no less! My plan is to shut down all my accounts and switch over to Monzo instead.

I see RBS is offering £200 to switch banks. Great incentive.

This used to be a decent bank but in the last year or so has become the worst I've ever experienced. I maintain that I was misled over the details of my account and so I wrote a letter of complaint 4 months ago. There was no reply beyond an acknowledgement of receipt. Since then I have written again and contacted the bank electronically. They have made no attempt to reply. I have spent over 6 hours being held in queues to their complaints line. I'm closing my account and getting away from them as soon as possible. There are FAR better banks around who would be pleased to have your money.

So far so good. Staff at call centre helpful and friendly and appear to be well trained. Seems to take longer to get money transferred out of my account than in but other than no gripes. Card is sexier than my co-op card and all the better for not having sort code on!

whenever i want to see my money, log into the app and approve something, i have to jump over 49,314 hurdles. i forget my password and bought a new phone so need to get into my app... id like to reset my password, no sorry you cant reset because thats a silly idea. what idiot created the online banking system????? impossible to use and downright stupid to reset a password... I WAIT WEEKS FOR A DUMB CODE THAT DOESNT EVEN WORK WHEN I RESET SO NOW I HAVE TO WAIT SEVERAL MORE WEEKS FOR YOUR RUBBISH LETTER. guaranteed by the time i get into it ill have overdrawn charges because i have no idea what my sort code is to transfer money into it because ITS NOT ON THE CARD! WHO THOUGHT THAT WAS A GOOD IDEA TOO????? useless bank, just never go near them with a 38KM barge pole... PLEASE save yourself the pain...

Local ATM been out of service for around 6 weeks which has put pressure on elderly locals. I have been following up with daily calls and complaints to no avail. All my calls and chats now seem to draw a blank and assurance of call-back never happens. Invergordon is a major cruise port! Get a move on RBS and please make your intentions local knowledge. If in doubt I have most attempts to make contact recorded and logged. Customer support system is a total disgrace. When you get down to specifics they have no option but to drop the chat. CEO needs to be held to account. Contact details for CEO not available.

Just spent 40mins on the phone this morning firstly to an absolute wahoo female who hadnt a clue. A simple request to transfer money from one rbs account to another in my name. Couldnt do it. Asked to speak to a manager who was just the same, couldnt do it either 😂 talked to her about making a complaint and low and behold they made the transfer. Told both they needed retraining. Where does rbs find these people??

I had a reason to phone R B S recently and I found their staff to be helpful and sympathetic while still remaining very professional , I would not hesitate to recommend them to anybody . I love them they treated me with respect when I needed it , thank you Royal Bank of Scotland ...

RBS are a complete joke...incompetent in so many ways....Avoid and get a Starling account.

Don't bother ringing them . I was on phone for 20 mins then put thro to someone else then cut off . Finally got to speak to somebody but couldn't upstand a word they were saying. I shall be cancelling my account

Awful service! Avoid at all costs - lady I spoke to last week was SO unhelpful and clearly had an attitude problem, v large lady in a grinch Xmas jumper - spent most of her time chatting to colleagues and then bumbled over and made you feel a complete nuisance standing at counter! RBS F/K need to seriously consider removing this individual as gives a v bad impression to this branch...

Absolutely shocking do not get a mortgage with RBS. They make you carry out two payments in the one pay packet if you need to change your direct debit date. The customer service is absolutely appalling and condescending. You can’t actually speak to anyone and tell you you’ve missed a payment date even though they will change the direct debit date and ‘everything is automatic’ vile. I’m so upset I cannot believe this. Now I need to sit in my newly purchased flat in the cold and dark as they’ve demanded over half my salary to change my direct debit date. Don’t put your customers into difficulty. Simple. This is why people move away from traditional banking and switch to banks that are for the customers not the heads of departments that get a nice tidy Christmas bonus. Bah humbug on the first of December. Absolutely distraught

This bank is appalling. No customer service and, in the name of security, constantly interfering with the customer's operations. I went through a 30 minute inquisition to justify a transfer to another UK bank in my own name. A payment to (no less than) Apple was refused because their bank policy decided it might be a scam. I had to go through the financial ombudsman to find out the latter since the bank refused to say why the payment was refused. A total disaster.

Absolutely diabolical service. Gone to first direct instead. Much quicker, better, cleaner, "21st century" banking....

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 ⭐