The Royal Bank of Scotland Group plc Recenzje 

A terrible customer service unable to contact fraud department who have blocked my account Have used this bank for over 40 years since the Williams and Glyyn days.
I now intend writing to close the account.
Unfortunately unable to locate a address and my local bank shut down.

March 26th 2024, 9.15. a member from their staff answering our call (he is indian but of course we cannot identify his identity), treated really bad only because we were asking and complaining about the closure of an account we already asked the previous week and it wasnt done. He decided to put the phone down after we waited 40 mins online only to speak to someone! the call are recorded they say and we did record as well. Official complaint is going to be done too but just wanted to report how unpolite and rude they are.

I realised I had two Car insurances and phoned RBS to cancel theirs as the quote was more expensive. I spoke to a lady called Angela - did not expect to get anything back as I figured it was my mistake, however without hesitation she immediately started talking about refund timescales and got me the whole years premium back. Very grateful to this lady for doing this for me - I would definitely use them again in the future.

Disappointed is an understatement. Acknowledge I was scammed and refuses to help.

Company content refers to sophisticated technology to identify scam/fraudulent activity as well as high trained staff but fail to stop my bank accounts being completely emptied.

You failed.

We have visited the RBS Musselburgh branch over the last few months and we have to praise the customer service there. We made appointments recently to discuss savings. From making our appointment through to having our meetings we were kept informed by Daniel in a friendly and professional way, The staff at the branch were so helpful when we arrived to meet with Daniel. His service was friendly, helpful and very informative. 5 star service.

A bank that has long lost its way and has become a laughing stock. In Scotland this used to be a bank you could have trusted with your life, then it became involved with the City of London and we all know the outcome of that!

RBS hasn’t a clue how to help its customers, this is not because of rude or poorly trained customer facing staff, it’s the processes and lack of flexibility that prevents customers getting an outcome on their terms!

I am a customer whose faith has been trampled on, but have remained with RBS out of misplaced loyalty and in the belief they could turn their woeful performance round, only to be disappointed time and time again, no longer, I am joining the Bank of Scotland!

Absolutely flabbergasting experience!
I opened a payment dispute against a £69.44 transaction. I think a child was dealing with the dispute due to the amateur like correspondence. The handler just did not seem to know what they were doing?? I was requested evidences over and over again that the initial dispute application had already explained. The dispute was then instantly closed in favour of the seller!?? I received a damaged item that I could not resolve with the seller and the bank advised that they do not contact the retailer and closed this in their favour. I then opened a complaint and consequently received an email from the disputes team notifying me that they were pleased to advise that I have now received a full refund from the retailer and the case is now closed. Woohoo! Or so I thought. After a few days I contacted RBS to ask when the refund would show on my account. I was then advised that this is in my account already and was pointed in the direction of an ebay returns refund of £66.49!?? A totally different transaction completely!! After 1 and half hours on the phone I was losing the will to live! You could actually hear the cogs turning as they were trying to work out what was wrong. They have now advised that they will have to reopen the case and overturned my refund notification. They will be in touch and the current waiting time is 8 days. The professionalism of this bank is zero! I'm looking at geting away from the bank as soon as possible.

Called into Wishaw branch for a separate reason. Whilst there Linda , who dealt with me, asked if there was anything else the Bank could offer. I brought up a relatively small point related to their Rewards scheme. She said she would look into this and the next working day morning I received an e-mail from the Branch Manager explaining that a staff member would be in touch. Within a few hours Alana phoned me to confirm details I had given to Linda. These would be passed onto the Rewards Team. 2 days later I got a call from Claire to confirm the "complaint" ( it wasn't a complaint, just a small issue ) and within a few minutes it was dealt with. Overall extremely satisfied with the response both in timing and result. Banks often get a bad press but also should receive credit when it is due. Absolutely first class service.

As general rule I do not post negative reviews. Being with the bank for nearly forty years I have always found the staff to be polite, pleasant and professional until today visiting Giffnock branch with a fairly straightforward question and was spoken to in a condescending manner and treated as an individual with limited knowledge and education. I appreciate working in customer service is challenging and there can be tough days, but if having a bad day stay away from customers.

RBS card issuer inconsistent & unreliable.Always deny any responsibility. Payment in which should take 10mins-3 hours can take as much as 3 DAYS & very often people paying money into my Bank account often tell me that the Card issuer has returned the money to them,which of course the Card issuer always denies. It is now more than 8 hours since 4 Companies sent money to my RBS debit card which should have been back in my RBS bank account over 6 hours ago but Nothing is back-Disgusted.

The RBS Cora system makes me go through hoops today, Spent 40 minutes answering the same questions, then they kicked me out four times. Yet they say their systems are working normally. Tried to complain and just sent in more circles. Rubbish.

I bank with rbs due to working for one off there companies they just cancelled my overdraft as I haven’t used it in a while dropped my credit card to £2000 which started over£7000 all without consent had an accident while working for them which made me disabled for life which they say never worked for them still have my contract and wage slips they have literally ruined my life now due to position I’m in will have to sell my home Big Thanks no wonder the public had to bail them out pick another bank that are trustworthy

Having held several accounts at RBS over recent years, it was time to update them with my new phone number. I do it in the respective App and it takes all of two minutes - usually. 📱

I logged in to my RBS App, dabbed on the relevant buttons to access my account info and followed the directions. Upon arrival at the 'update phone number' area it said that I had to use 'chat' - 'Cara' the bot I recall. Once there I commenced the request for a phone number update - only to be told that I needed to chat with a human ... and they they aim to respond in an hour ! 😡

If RBS thought that I was going to wait around for an hour - just to change my phone number - then they had another think coming. 😩

I did get a belated response a couple of hours later and I replied with an assertion that I was hardly trying to change the nuclear launch codes and that their system is ridiculous for such a minor change - especially when already logged in to your account. 🙄

Subsequently, all accounts were closed by me the following morning. Like many others, I have not the time to play silly waiting games burdened upon me by new graduates who write and code apps - having little or no user experience themselves. 😡

Since their involvement with Nat West, it appears to me that RBS standards have dropped - in favour of greed. 🤗💷

Called to action a change of vehicle as couldn't complete the change online. Advised that the insurer that I was changing to the same vehicle, same engine size but just a few years younger. Told the existing insurer would not accept the new vehicle (despite being the same) and that I would need to take a brand new policy. In doing so I forfeit that years NCB and even incur cancellation charges even though the cancellation was being enforced by the insurer rather than myself. Raised this with the advisor who said its just the way it is. No meaningful explanation or desire to assist. Would suggest you avoid and look for cover elsewhere!!!

I accepted a quote for car insurance. I declared on quote I had no accidents in last 5 years. RBS car insurance said they checked with an on an online database that a claim was found by previous insurer 2 years ago. I contacted that previous insurer and sent RBS a letter stating there was no accident it was notification only that another car user trying to make false claim against me and was previous insurers error. There was no claim. Rbs would not honour my original quote and increased it due to risk of other road users trying to make a claim about me.

RBS Deadful savings rates relative to mortgage rates. Inability without facing a charge for larger transactions.

Here's my story : Tried applying for a new credit card and was told I was already a customer. Cant use those credentials as that card was closed 7 years ago. Couldn't proceed because that closed account has left a footprint in their IT systems.

I then pulled teeth on the chatbot/support before finally getting the 'you need to call X' response. I then called them and got 'I can see from your account details that your account has been deleted' - I'll let you figure out the flawed logic with that statement!
In both support calls I really got the impression of them not knowing what to do and just saying anything to get off the call.

Anyway, still in limbo - am I/am I not a customer? Either way, I can't apply for a new card which was my intention. Based on my experiences here I think I'll just avoid anyway.

Lastly, I can see that RBS have not claimed this profile from Trustpilot, so any rants here will likely remain unread - but at least its off my chest!

Having been a customer of RBS for 40 years I have never had an instance to complain about them until yesterday that is.I have a company pension and once yearly I have to fill in a certificate of existence form (COE) then get it signed by a bank manager,lawyer,doctor etc. The last 2 years my bank manager has signed it but lo and behold I turn up at my usual branch and the manager has moved on so asked to see a manager to sign the form to say I was still alive. The person I spoke to said they couldn't do it because it is not a government document and they could be held liable so are not allowed to do it. I explained to the person that I have had it done by the last manager the last 2 years with no problem and also asked him what liability there was for him signing to say I was still alive on the 3rd of January at 12.45 2024 and with all the security like cameras at the branch. His response was he still couldn't do it and the last manager must have done it off his own back. Unbelievable I just need a signature a name and the form to be stamped a 1 minute job.

UPDATE:
Look at the bad reviews and RBS can't even be bothered to reply?

I insured with RBS Royalties & upgraded to the best insurance with the policy. It was a waste of money. I had a flight cancellation & consequently missed / lost accommodation at £200 / night for 4 days. Surprise, surprise, RBS would not cover cancellations. Waste of time & money.

RBS refused to make car insurance payment despite fact that I have a small child and need to be mobile . Bank refusing to give reason and will only say it’s due to bank policy designed to protect customers.