The Royal Bank of Scotland Group plc Reviews 412

Car Insurance:

Insurance premiums have dropped around 18% over the past year and yet they were increasing my premium by more than 42%. If you include the expected 18% drop, they were trying to charge me at least 60% more than the going rate.

I visited Ayr Sandgate Branch yesterday on behalf of my Church. I was lectured, verbally abused and the gentleman had the audacity to slap the desk as he was speaking to me. I had put coins in a bag as part of each lodgement, the bags were dated. I should have put them through the machine at the back door and got a print out. This was bank policy. He said if there had been a queue he could not have helped me - the bank was EMPTY and no queue. I offered to take the coins back and go to the machine but he decided he would do it - stomping around like a bloomin 2 year old! He suggested I sit down and he would 'bring the pay in books to me when he was finished' During this time I watched the slides, one of them says RBS do not tolerate abusive or aggressive behaviour from their clients, obviously this doesn't work the other way. He had offered to get the Manager to speak to me which I declined, however reading this notice about behaviour I changed my mind. He brought my pay in books over and said 'that's you pal' Eh no - I am not your pal. At this time I changed my mind and did ask to speak to the Manager. Is a sample of the customer service on a quiet day?- I hate to think what it is like when the bank is busy!

I've been with Royal Bank of Scotland for nigh on 10 years and yet Im treat like nothing, After 10 years and money going in you'd think when you desparately needed a small overdraft for 6 days or loan, but overdraft is best, you can't get one, its all one sided crap. I am stuck in Croatia caught out by the other organisations and needing to pay for a tooth repaired and nothing left for room or food as of the 30th March . I would need small overdraft until the 4th April

Absolutely awful. Refuse to block a payment that I've reported as unauthorised, simply because it is "pending".

I will be changing bank ASAP. Not the first time I've had issues with these idiots.

DO NOT BOTHER USING THIS BANK.
A VERY RUDE RBS CALL CENTRE "man " HAS JUST HUNG UP BECAUSE I PULLED HIM UP ON HIS TONE AND MANNER WITH MYSELF.
I WILL BE LEAVING RBS NOW .
HE ASKED ME HOW HE COULD HELP ,I SAID I HAD LOCKED MYSELF OUT OF MY DIGITAL BANKING ,TO WHICH HE RESPONDED WELL HOW DID YOU MANAGE TO DO THAT ! BAD TONE BAD ATTITUDE .
WHEN I EXPLAINED I HAVE THIS PROBLEM EVERYTIME RBS UPDATE THEIR BANKING APP. HIS RESPONSE WAS WELL I LOOKED ON OUR SYSTEM AND YOU PUT IT IN WRONG ! I SAID WELL OBVIOUSLY YOUR SYSTEM KNOWS MY PASSWORDS BETTER THAN ME THEN .
HE WAS CONDACENDING .I EXPLAINED NOT EVERYONE IS I.T. LITERATE AND I AM SURE YOU DEAL WITH PEOPLE LIKE ME EVERYDAY WHO HAS NOT SWALLOWED A I.T. MANUAL.
HE WAS RUDE THROUGHOUT AND SAID I CAN SEE WE ARNT GOING TO GET ANYWHERE AND HUNG UP .SO HE GETS TO BE RUDE AND I CANNOT RETURN THE FAVOUR AND I CANNOT ACCESS MY FUNDS .
SO YOU CAN KEEP YOUR BANK AND CONSTANT APP UPDATES AND LAYOUTS THAT DO NOT WORK FOR ME .
THE TREATING STAFF WITH COURTESY HAS GONE TO THE POINT WHERE STAFF ARE RUDE AND CUSTOMERS ARE TALKED TO LIKE MORONS .
TRY EMPLOYING SOMEONE OF DECENT AGE WITH A MORE SYMPATHETIC ATTITUDE .
I STATED I HOPED THE CONVERSTAION HAD BEEN RECORDED ,AS HE WAS RUDE IN HIS ATTITUDE ASKING ME "HOW HAD I MANAGED THAT " NOT JOKINGLY ,JUST RUDE ,SO HE SET OUT THE WAY THIS CONVERSATION WAS GOING AND I WILL NOT PUT UP WITH WHAT CAN ONLY BE CALLED RUDE
Been with you since 2008 and you certainly haven't improved ,was a lovely Bank when i joined you and even when my husband wanted to leave for another bank I stayed loyal. But you have RUDE staff who probably were at school in 2008 ,no manners and a righteous attitude ,big man talking down to a Woman on a phone !

Just received a letter saying they'll move my mortgage deal to a variable one, because I have less than 10k to pay back.
That is currently at 7.74%.
You are greedy !!! I'll move my mortgage somewhere else!!!

Despite closing all accounts over a decade ago they still hassle me with emails, ignore my complaints and fail to correct their data

This review is for the RBS Credit Card only. I don't bank with RBS but I find the App for managing my RBS credit card to be excellent. I have a Nationwide account and trying to manage my Nationwide Credit Card is a pain compared to RBS

It would appear that if a company or individual takes an unauthorised payment, using your debit card number, from your current account RBS won't block the payment if it's still "pending", preferring to allow the payment to be completed [stolen] before they will take action by instructing you to then raise a complaint for them to investigate.
I always thought that preventing a crime was better than mitigating the result of that crime. It seems I am wrong.
Trying to raise a fraud claim doesn't have an option for "unauthorised" use of your card & all the other options result in an email telling you that the information they received doesn't match their information on my account! I followed the instructions given to me after TWO calls to their card helpline & their digital "Cora" is as much good as a chocolate fireguard!
I've been a customer of RBS for both business & personal banking for over 50 years but it looks like a change is on the way!
UPDATE...28/12/24...having contacted the RBS fraud unit after several failed attempts I managed to get someone yesterday with a bit of sense & very helpful. Turns out they are aware of a scam via email using Peoples Postcode Lottery as a front with a very convincing web-page, they reference a recent win or prize & ask for verification of address & bank details which are already displayed, even if you shut down the site without verification, as I did, the bank withdrawals start. RBS have refunded my 1st payment & the 2nd will be refunded after the payment is cleared! My card is now cancelled & future payments will be blocked!
It does pose the question, how did they get the full details from the genuine Postcode Lottery in the first place? I called them this morning & the 1st message is warning people about the scam!! No one available to take calls, leave a message...I didn't!!

If I could give -5 stars, I would. I have been with this bank for around 40 years, since they were Williams & Glynn’s Bank.
Yesterday, after paying on my phone twice for modest sums, I paid a garage bill with my phone. This was declined twice, despite having Face ID on my phone. However, my chip and pin card for the same account WAS accepted.
On returning home, I rang the bank to be met with the baffling explanation that there was nothing wrong with my account but it was because of bank policy and could be for one of a hundred reasons. The agent couldn’t tell me which of those reasons nor could she tell me about the policy. I asked to speak to a supervisor to be told they didn’t know either!
I am now awaiting confirmation of this by letter, so I can raise the matter with the ombudsman.
RBS are utterly useless, chaotic, evasive and questions are met with obfuscation and prevarication.
Avoid them like the plague!!!

Not enough help getting money back from really bad business. Halifax were always better. They've taken 6 weeks despite giving them evidence

Tried to speak to someone about a card transaction I did not recognise, spent 1.5 hour on the phone and still could not speak to any one !!!!!!!
Will be looking to change to a different bank

All i wanted was for the staff member to call to a branch i had visited that morning to see if I had left a bag behind. Couldn't even be bothered. Oh I can send an email he says... how lazy. A simple request and they cant even do that!

Holy moly! I'm getting asked for biometric verification for every tap and go payment via my phone. It started two weeks ago and does it even for 20p transactions. The issue is that the card terminals hate it when that happens so after you've authenticated you have to stand there waving your phone over the terminal for 10 seconds while everyone watches behind you in glee. I phoned RBS and they don't care and don't want to help. I know it's an overzealous fraud system. This is how you lose customers! After nearly 40 years banking with RBS I'm leaving. Shame.

I have a maturing Fixed Rate ISA with the RBS. I have weekly (if not more) messages with a link telling me to give instructions as my ISA is maturing. Link doesn't help lead anywhere. Dear Cora (AI Assistant) on the RBS website is of no help at all as she doesn't understand your question. Eventually got through to a speaking person who tells me I can't do anything re my maturity for another 4 weeks. I am getting harassed with text messages and emails reminding me to action maturing instructions when maturity instructions don't exist for another 4 weeks. Grrrhhh - so frustrated with the waste of time I have spent on this but have now made up my mind - on maturity I am moving my money!

All AI generated now. You cannot seem to call up and speak to an agent first. I gave up trying to contact by phone. The AI does not understand.

Shocking customer service attitude and refusal to accept complaints. The public should also know your money is not safe with this bank - anyone can dip in and remove funds at any time without your approval or authorisation and RBS allow that. Find a safer and more customer friendly bank or lose your money. Better to find a bank that actually speaks politely to its customer and listens.

This service should be withdrawn. It’s a nonsense and totally unfit for the purpose that it was designed to do.
It only frustrates the customer.

Tried to complain all I received was a customer service person talk all the way over my complaint and told me what I could and could not afford with the credit score we have been a RBS for over 35 years Time for a new bank

A bank saved by the public who now treat their customers with utter contempt.
Two months and we still can not gain access to our account.
Many many phone calls - zero action.
Told lies by staff.
Told by a security man that there is nobody at the branch to help me.
Complete and utter disgrace, bad management and shocking service from a could not care less bank.
No wonder this bank needed to be rescued by the public, because management is dreadful but the pay outs to the people at the top never stop.