The Royal Bank of Scotland Group plc Recenzje 

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?

Absolutely appalling customer service. I used to work for RBS and have banked with them for 25 years but I will now be moving to another bank. Husband's card split so ordered a new one. It was sent to an address we lived at over 2 years ago even though we changed our address when we moved. Later that evening I had an email to say they had cancelled my card "as requested". Something I never asked for. Chatting to "Cora" is a waste of time. Spoke to a chap on the phone who could not understand what I was saying and I could not understand him. Used the online chat and have been told that both cards were sent to our old address and they are showing as "pending" so they cannot order us new ones. Husband has had no bank card for 10 days and I have not had one for 3. Total incompetence. Like a previous person, if I could give zero stars I would. Awful bank.

Interrogates me for 2 hours to access my own money from isa. 20k for new car.

Insinuated I'm a scammer. When I told him I'm working and hurry up (after an hour of holding and intrusive questions) he says "that just makes you seem more suspicious"

Utter morons. I've been with them 20 years and they could see where every penny of the money came from.

Finally got my money and will never use again.

I had already done biometric checks, logins and they made me explain every transaction on my account.

Absolutely disgusting service.

A bank that I paid tax to bail out and think they own their customers money. Some cheek to treat me like the scammer.

The words pot, kettle, black come to mind. Never again.

I have been a customer of RBS for the past 26 years - through thick and thin, for better or for worse. I have never complained as they did an OK job as far as I was concerned. Now I have just asked them why they have done something bizarre and unexplainable with my account - ( always in credit - no issues) and I cant believe what they have done and without any explanation whatsoever. AND that a company can reduce their customer service level so low - I did not realise that one could go to a level that low . Zero customer service, zero info on their wesbite. A chat bot that was taught by an amoebic single cell blob and, its final replacement by someone who cant understand the simple question - Can I please have the address for your head office'. ( I was exhausted just trying to explain what was wrong with this poor chap in India - I had to give up and decided to simply write a letter as no email address supplied on their pathetic website) - So- I am going to have to leave them after over 26 years of loyalty. What a shame that so many British companies have forgotten what customer retention service is all about.

Diabolical customer services anytime I go on the app and try to speak to someone it's impossible to get a human being constantly told someone will answer my message within 6 hours so what I've to sit and phone watch for 6 hours to make sure I dont miss them. Problem is they don't answer in 6 hours today I've waited 12 hours with no reply seriously considering closing the account and going elsewhere also a pain having to wait until 3 in morning before money gets paid in other banks pay in just after midnight

They are not interested
No interest at all in getting customers money working
Moved to a building society
Got good interest paying savings
Also joint acvount holders recieved 100 pounds each, because building society rewarded customers for being a member

If I could put zero stars, I would. Joined the RBS last week. Have received lots of texts and emails about my open accounts. And, that I can get all my details via Online Banking and the App. Problem is, I can't log into any of them as they've given me no details to do so. Chicken / egg scenario. I go online and their website gives false advice so, I use the chat and they tell me they can't help but give a number to call, assuring me they can help. I call, they can't help. But, if I call back tomorrow they definitely can. I call back tomorrow. They can't help. But, if I call back tomorrow, they definitely can... and on it goes. I won't be with this bank long at all!

They froze my accounts without cause and then eventually closed the account. No reason whatsoever at all.

I saw a deal to get £200 when you move accounts to RBS online. I did all the relevant parts of the deal, moved an account from another bank to RBS, paid in £1250 and logged onto the app within 60 days. Their part of the bargain was to give the £200 in 7 days of doing all the above, that has now passed as I opened the account on the 9th May and did all the relevant steps right away. I have received nothing and when I try to contact them on the chat it says they will respond in 3 hours, that was 2 days ago - it is clearly a con as they haven't upheld their side of the deal and are now choosing to ignore me. Account will be closed very soon! Avoid like the plague!

Black Card Travel insurance 'benefit' is terrible.
No personal service, confusing online claim process, unclear emails asking for more information.

I've been a loyal customer for 35 years and pay an annual fee for the 'privilege' of the Black Card but I've now almost given up on my travel claim for Covid cancellation in 2020... yes 2 years later i'm NOW being asked to prove the pistes were closed...

France closed! 30,000 Brits had to fly home, what more proof do they need?

Black Card personal service? Forget it.....

Oh and my 'Exclusive Black Card' isn't even Black anymore, its got a daft image of a beach hut on it.... whoever dreamt that up ?.....