The Royal Bank of Scotland Group plc Reviews 412

Absolutely s**t bank ever, worse than worse bank to deal with. Kick these c**ts out

I recently opened a fixed rate ISA with RBS and prior to transferring funds, requested a copy of the account T&Cs. I was advised these would need to be requested and emailed as they didn’t have a copy.

I requested these on 21st Aug and again on 25th Aug but I still received nothing. Knowing the account was due to start on 4th Sep, I phoned again on 2nd Sep to request - this time, they were able to email me a copy immediately, however then realised the cut off date for transferring the funds (1st Sep) had passed so I missed out on the previous rate which was significantly higher.

A straightforward request for account T&Cs (which should be provided to customers as part of the account opening process) should not take 12 days and 3 phone calls! Needless to say, I’ll be taking my custom elsewhere.

Over 30 mins wait times to speak to customer support. Banking details on their official redemption letter do not exist according to other banks.

If you want your lack of faith in the banking sector renewed, then RBS is the bank for you.
All around terrible customers service, followed up with a pointless complaints process, forcing me to wait months for the financial ombudsman to resolve the matter!

Absolutely useless banking system.
They take days to reply via the chat process on the banking app now.
Also I got scammed last week and rang the fraud department, so they cancelled my debit card and said I will receive a new one along with a new pin number a few days later. This was the 15th August, still received nothing not even today Saturday the 19th.
Because they have completely closed my card down, I have no way to pay for anything as I can't use contactless or Google pay or anything, I can't even withdraw cash
Online payments set up can't be paid and they offer no assistance.
They are absolutely hopeless.
They don't even have a branch anymore, anywhere near me at all, but do say you can use NatWest, when did they join NatWest, I was never informed.
Also I'm totally soluble and required a loan but got refused, how pathetic, I went to another bank in the end and received one.
I've been with this bank since 2018 but moving over to Starling now!

Recently opened a current account with RBS. Tried to transfer money from my savings account into my current account and my account was suspended hours later. Nobody can explain why it has been suspended. It is now going to take another 48 hours whilst they ‘investigate’.
The call centre are friendly but pretty useless, they won’t provide any further updates and apparently there is nobody else to talk to (apparently you cannot speak to the fraud team).
I now cannot access any money.
Useless. I’ll be changing back to my previous bank (HSBC), once I can actually access my money again.
If you want to keep your money locked up with absolutely no access, then I’d recommend otherwise they are pretty useless.

They are probably the worst bank to deal with. The average time waiting for response to a call is well in excess of an hour. I received a text to contact them about a cash ISA transfer. Exactly the same slow response. Why didn’t they call me? They are making enough money and I am like all members of the public a share holder in this company. Shame on you RBS after the amount of public money spent to bail you out.

I cashed in my Premium Bonds a couple of weeks ago because my holding was in 5 different blocks and I wanted just one block. So I tried to apply through my online bank account for a new block of Premium Bonds. After being told online that my payment limit was £10,000 I tried to raise it to £50,000 but was told online that the maximum they would raise it to was £20,000. No use at all. I then visited my branch 37 miles away, and a helpfull chap said I could pay by chaps. Fine, so we went ahead and concluded the deal so I thought. Shortly after arriving home, I got a phone call from the branch saying that the payment had been refused because NS&I don't accept chaps payments. I spent an hour on the phone to rbs being passed from pillar to post and getting nowhere. Not sure what do next, but it's bye bye rbs. Dreadfull bank.

Horrible experience with all departments. I called in to speak with collections team to setup an arrangement for my loan, after 30 minutes I spoke with an advisor who was very rude and did not care what I had to say, he hang up on me and I called again to raise a complaint, again another adviser started arguing with me and did not want to raise a complaint instead put me on hold and said he will transfer me to someone to raise a complaint. Shocking service people are doing the job they can't do absolutely horrible. The call eventually disconnected. I have spend two hours on the phone and not a single so called adviser took any ownership and raised a complaint. Avoiding complaints culture is definitely present in this so called bank.

Been with Royal Bank over 40 years, it continues to become steadily less customer friendly. Not content with closing pretty much all their branches and abolishing all pretence of personal service, their online banking offering gets progressively worse - every time I settle into a way of using their website that works for me, they change it or withdraw the facility, and keep telling me I'd be better off with their app - not even tempted if it's provided by the same IT folk who manage their website...

What’s happened to this bank?
I have been a customer for over 20 years and was generally pretty pleased with the service, but something has gone completely downhill.
I applied for a fixed term ISA and it’s virtually impossible to proceed with the application. Or find out what has happened. There’s something wrong with the online application system. I know several people who have had problems. The Cora system is a complete waste of time. I’ve literally spent hours trying to sort this out on the phone and it’s impossible.

There is a lot of competition out there and this Bank needs to get its act together.

If I could have picked no stars I would. Had a ten year loan in place but reviewed it after 5 .. no missed payments .They couldn’t help in covid cause it took too long so went for small instant help . Our assets have increased by 30% but we don’t now qualify to continue our loan .. Bank manager useless .. new assistant arrogant and out of touch .. will be moving everything else where .. can’t wait till they are done

This bank has been getting steadily worse until it's reached the stage that it's services are virtually unuseable. It pushed customers to go online but the
website doesn't work and the phone app needs updates that are too modern for a lot of phones so that's unuseable too for many. I've just spent half a day trying to use the bank's digital banking website that has continuously locked me out when I've been trying to log in. It's nothing short of disgusting that an institution with so much money cannot afford a decent coder who would ensure their website actually worked on all platforms. It's now almost midnight as I'm writing this and I've been trying to access my account since lunchtime. They should think on the definition of customers and that's not people who work for them but people who pay their wages by using their useless technical services.

Utterly useless customer service after my card was blocked multiple times for Amazon Web Services verification.

They will redirect you in an endless loop of waiting queues and intermittently make you talk to a bot. They will keep you waiting for hours and ultimately tell you to talk to their chatbot (which is dysfunctional) because no-one on the phone has a clue what they're talking about or why RBS' policies are the way are.

It's one thing to be utterly incompetent, but RBS' complete disrespect for the customer's time puts them on another level

I recently tried to open a current account with RBS. My ID was accepted and the application was processed successfully. After 10 days, and two contacts with RBS customer service, they told me that all my ID documents were accepted but due to some unknown technical issue, my application cannot be processed. Without me contacting them proactively I would have been left in the dark without any emails or letters to inform me about the status of the application. I will now need to resubmit an application if I still want to bank with them. I don't think I have had the worst banking experience in the UK or anywhere else. The only upside is their chatbot Cora responds fairly quickly.

I've been with rbs over 20years and everytime I ask for help ie with overdraft or loan to help me iam refused every time they don't like the poor and only help the rich they wanna make money not help out loyal customers. I truly wish you were decent people who cared for all there customers not just the ones you can profit from. Shameful

Tried to open an account online, the website directed me to an error page.
Tried to open an account over the telephone, this also failed as I got disconnected by the sales team after a lengthy period of waiting on the line.

Digital banking down this afternoon. Cannot send an International Payment to Spain - the IBAN checker in RBS website is not working - even though the other end insists it is the correct code? Wake up RBS and sort out your software - you are at fault with this!

I had an unfortunate experience while attempting to open an account with a RBS bank. Despite holding a British passport, they refused my application due to the lack of a Permanent Resident (PR) card. I find this decision perplexing, as British citizens are not required to possess a PR card to reside in the UK. It raises concerns regarding potential discrimination based on appearance or accent.
To my surprise, after filing a complaint, a case handler contacted me. When I inquired about the need for a permanent resident card, the handler avoided answering and later notified me via email that my case had been closed. case reference: PHO-0356264823

Elderly mum needed to renew home insurance premium. Felt she must be mistaken when she told me she tried THREE times and was left on music hold promising to answer her call for 50 MINUTES each time. So I tried. She was right. 50 minutes only to be disconnected without speaking to anyone. Dear oh Dear. Her business will go elsewhere. She will NEVER use RBS again. How do they stay in business? She wanted to pay them money! This is the norm after the pandemic. Nobody answers the phone anymore! Possibly all sitting at home watching TV or putting on the kettle?