The Royal Bank of Scotland Group plc Avis 412

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.

The service I have received from Rbs is generally good but they have been hopeless in dealing with Bereavement following the death of my wife. I have sent all the necessary forms, but nothing has happened. The telephone service is awful and it is apalling that it is impossible to contact them by email. When all this is sorted out, I will close all the accounts that I have with them.

I think the reason the service is awful is that there is no profit for them in dealing with bereavement.

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

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.