The Royal Bank of Scotland Group plc Recenzje 

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.

My business account blocked without any explanation - no phone call, no text or email. Had to go through the chatbot which finally gave me a contact no. Depsite being assured that a specialist team were revewing and will get back to me with a day, I had to chase and then told it would be another 2-3 days. It is an absolute dismal service since I canot conduct my business until they release the block on the account and no one from the team who blocked the account are available via phone.

This bank is a DODGY ONE
I’ve been scammed by the fake pets4homes website this bank will not get me my money back IVE ALL SO BEEN SCAMMED BY A SAVER CENTRE THIS BANK WILL NOT GET ME MY MONEY BACK
AVOID THIS BANK THEY HELP SCAMMERS

I opened a credit dispute due to dodgy charges from a retailer, And have opened a dispute case with the royal Bank of Scotland. They have emailed me three times asking for proof that I sent the goods back to the retailer, despite me sending this over repeatedly. Whenever I ask for guidance of what they are actually looking for, I get a copy and paste response. So I decided to call the number on the back of my card to speak to someone as the website shows, however, my phone just hangs up. I don't think this number exists. I then tried to raise a formal complaint. However, you can only do this with a chatbot which completely adds insult to injury. Literally cannot contact anyone to try to resolve this. I am disputing A large amount of money and absolutely nobody is helping me. The Cora chat bot is absolutely useless and keeps sending me round in circles. As soon as this is over, I will be closing my bank account. The whole point of having a credit card is for an extra level of security. There aren't even any branches anymore that I can go in to speak to a human being.

Absolutely appalling customer service.
I have been an RBS customer since 1990. Today I needed to speak to a person not an artificial intelligence telephone call given standard answers.

I would not recommend RBS no branches to visit no human at the end of the phone. artificial intelligence chat system that doesn’t work only gives standard answers to every question apart from the one you asked. Bring back your call centres with real helpful human like he used to have.

One star review is to high of a score.

I have a cheque to pay in for a very small amount (£2.33). I tried the function on the app many times (not enough light (there is), cheque wrong size (it isn't), retake the front (many, many times), can't process it just now), so I asked at the post office (I need a paying-in slip). I tried my local Natwest, but it's recently closed down. I tried the app again, having completely deleted and reinstalled it (as before), so now I've ordered a paying-in book, to use at the post office. It's farcical.

it is useless bank avoid at all cost, I have been trying to change my address over three weeks, these no customer service you are only dealing with useless CORA chatbot it is nightmare, until today I am still trying, nothing good comes from scotts would be happy to share some of the screenshots of the chat.
and BTW if you google some of the names of 5 stars reviews or linkedin they work for RBS, what scam, because of bad reviews, they dont have the decency to fixed the problem but use fake reviews
I used the app could not get done then I was asked to use digital banking I was not being able to change the address I was referred to use the online chat wait for colleague to join, the chat was closed after 10 mins of being inactive, if YOU SCUMBAG answer to this JUST close my account that is all I have already taken out all of my money

Back account making transactions I’ve already cancelled days before and charges me for unplanned overdraft. Customer support can’t help and can’t even see such record on their end. They ended the online chat without further replies.

What a nightmare.
I wasted many hours today not being able to login as I usually do.
All they had to do was admit that the site was not working by posting an apology. At least then people could leave it for another time or day. But instead, we wasted time checking our internet settings, our browsers etc, etc.
Their AI Cora system is not fit for purpose, I can imagine customers leaving in their droves through frustration