The Royal Bank of Scotland Group plc Reviews 412

Useless bank, awful service. Online banking constantly telling me my password is wrong. Then after one attempt freezes my banking. Told to go to my local branch, which is 50 miles away from me! Customer service helpline is useless, just tell you to do it online. Swapping banks, can’t stand this stupidity anymore.

Shockingly bad bank. Constantly wanting verification information and when you phone them up to ask what they want, they don't know. Will be switching to Virgin Money - at least they understand what a charity is, unlike RBS who cannot seem to understand what trustees are. Absolutely useless.

This bank is a mess. They blocked my current account and I have no access to money to pay bills. They are refusing to unblock the account. They use Digi Docs as a digital verification system and one of the valid ids is a Eurpoean passport but when using it the system says it must be a UK passport. What a joke !!!

Blocked from App, no reason given, told to reregister, waited for activation code by post. It came this morning - blank with no activation code readable.
I continue to be denied access to online banking, due to their bungling incompetence.
Their solution? Ask for another code.
And as for their facebook team? Utterly useless.
Worst customer service of any bank, ANY WHERE. DIRE!

We went to the RBS branch in Dalkeith earlier to sort out several issues concerning our current account. Paula helped us out. She had also helped us previously with other problems.

Thank you really, Paula.

We have a black account which is supposed to cover home emergencies. Problem reoccurred 2 days after engineers visit but won’t send someone out again. 45 minute wait on phone to speak to someone with no idea. Eventually found out we’re not covered, I was told a message was sent to this effect but that was also lot true. App is rubbish too and all branches have been closed. Not good!

CEO gets a damehood what a joke staff treat us like manure get a grip of your bank Alison Rose you should be ashamed of your staff the way they treat customers should be renamed the royal Bank of manure

RBS sent me debit card in June 2022, it never arrived. Finally in December I am back in the UK so I went into a Natwest branch since RBS have retreated to Scotland. Natwest helpfully ordered a new one which arrived after one week. Today 4pm on Christmas Eve card declined. Called RBS to be told that they cancelled the card since two were ordered in December and the second one should be used. But I never asked for two cards and received only one. The upshot is I have no card over Xmas and will need another trip to Natwest next week.
No apology or explanation from the help desk, basically was told they can't do anything.
I have been with RBS or its earlier incarnations Williams and Glyns and William Deacons for 54 years. No more, the present form of RBS is not fit for purpose.

Trying to set up a card in Google wallet. I have to ring for a code. They won't text a like they do if I wanted to spend money online with a new vendor. So spend half an hour listening to "higher levels of calls than usual" (no they aren't, you just don't employ people or move things online, so generate lots of calls).

Just last century levels of service, and they don't seem remotely bothered.

The most useless and unhelpful bank iv ever delt with a total waste of time and il be moving my money elsewhere

Can’t transfer over £1000 of my own money unless I carry about a card reader. Biometrics are an absolute joke and I DO NOT HAVE A FRONT CAMERA. It really is time and I’m now looking to close both my personal and business accounts.

This stupid blink your eyes biometric rubbish. The three pillars of information security are Confidentiality, Integrity, and AVAILABILITY. Two out of three means I opt out altogether.

I am an RBS Premier account holder. Booked parking via their travel service and I’m now trying to get a VAT receipt. They have refused to give me one!

I asked for them confirm in writing why and they have refused to do this too!

I think it might be time to change bank to one who values my custom

I just received my new Mastercard because RBS decided to change from Visa. Totally disgusted with RBS because someone somewhere in RBS is benefiting from this change and it certainly isn't the customer! I had to contact 11 different companies to change my payment details just so someone up at the top of RBS can have his backhander!

Digital Banking face recognition is nothing but a joke … Went through the process & approved but when using app the face recognition didn’t work repeatedly so deleted it

Dreadful, dreadful, dreadful experience in branch waiting and following day fraud call waiting.
No harm to individual staff members it's the RBS processes and huge wait times.
Arrive at a branch, get there meet & greet treatment then wait in a branch decorated the like a old British rail train station. Hang around at pods like a crap cafe bar, poor discretion or privacy as well as a poor environment. Get everything done eventually, cross checked by 2nd person/ manager. All good at last! Nope.
Fraud team call next morning. Wait 20mins for them to answer, then another 20mins after getting answered for their 'systems' to upload. I don't know how much of our customer money was paid to which consultants for their process designs. But what a dreadful result.

Been with RBS for 40 years but they are now shocking . Had a bond with another provider mature so decided to send payments to Atom bank in a new easy access high interest account. £20k is the daily limit so arranged the first of a few payments Payment BLOCKED by RBS even though the account came back a match they even froze my online RBS account . So rang the Fraud Dept and after going through half an hour of questions he allowed the payment saying I could now pay to that account without any more stress and hassle . Low and Behold same thing happens today 29th Sept. Online account Frozen yet again and email to call the fraud dept. Rang them had to go through all the same but this time told I had to submit pictures of passport etc via a link online then ring them back . At the moment been on hold again for half an hour . She was unable to answer why this was happening 24 hrs after the last one SAME bank accounts same amount . Had enough of RBS will be leaving ASAP and complaining to bank ombudsman

I don’t normally have issues with RBS however lately they have been very deceptive and misleading. Advising things will happen at one time but it doesn’t and not showing any real compassion or empathy. I have started shopping around to change banks as I was very unhappy with my last experience.

My experience relates to the automatic renewal, or not in this case, of a debit card.

In recent years, I had not used the debit card for cash withdrawals or electronic settlement for new payees. Nevertheless it is an account used for other credit and debits. However, quite recently I tried to effect an inter bank settlement to a new payee and to my surprise it was not happening. I then saw that my debit card had not been renewed.

Having taken up this matter with the bank, it would seem that new debit cards are not being issued automatically if the card in question has not been used for a number of months.

Apparently, although not in the Terms and Conditions, it is referred to in your account web site if you are inclined to look.

Having spoken with a member of their staff today, it seems that the bank is making a decision of fundamental importance to all of us. I believe that this procedure should concern us all.

In my case, I was not able to effect a promised payment to a third party on the specific agreed date because the service provider, I.e. RBS had instigated a procedure of non automatic card renewal. This prevented me from using the account in a way that I needed to use it for this transaction. The decision was not being taken by myself, it was being taken by the bank, RBS. The bank was using past usage history as a way of implementing a procedure which possibly saved it some money I.e. no automatic card renewal by post. By doing so it was preventing the owner of that money, I.e. me, from using my account in a normal manner by making a one off payment to a third party in a contractual agreement.

Their Complaint staff member was somehow not able to grasp that concept and gradually the conversation became more heated.

In conclusion, the customer who owns the cash within the bank account is being faced with restrictions in how he, or she, might use it simply because it’s not his “normal pattern” of usage.

This is “Big Brother” banking and a younger generation is being trained by the bank not to understand or acknowledge this basic principle of who owns the money! Considering that banks are increasingly closing branches thereby, restricting our use of cash for a debit card, coupled with this procedure of non automatic card renewal, we should be very worried about whether the banks are now, in reality, becoming joint owners of our money and not a third party medium of exchange.

As we move into a recession, people will wish to use cash more frequently, and one wonders if the issue of who owns the money, in reality, will become more of a practical, rather than abstract, concept.

Where to begin. Had my accounts transferred from HSBC who were becoming worthless. 25Yrs as a customer and no benefit or interest in me as a customer. RBS plenty of benefits but they do not make up for this as the cards continually failing to work. Apple pay issues which I am told I have to wait 5 weeks for a resolution. Transactions being declined for no good reason on both mine and my partners cards/accounts.
All cards look the same regardless of the type of account which makes things tricky.
Staff have no understanding of what good customer service looks like. Place you on hold with no good reason given. Solid holds for over 20mins. Calls lasting well over an hour for simple enquiries. Terminating calls when they have had enough of doing their jobs. Its like their monitors are switched off as they seem to have no access to information that would help them deal with a call. Asking me what I would like after I have explained at great length the issues I have endured. Isn't that your job!!!
Apparently £2400 is a large transaction...in a car garage when buying a car, looks suspicious if it were offshore or a chip shop but a car franchise has a high floor limit.... Called to explain and gain authorization...nope they wont because its their banking policy...wth does that mean! So they wont even let me spend my money not that I can because the cards are broke. What's the solution … its an active replacement 3 working days which means the old card will still work till you get the new cards...But your sending me new cards because the old ones don't work...apparently too difficult for them to understand their own contradiction leaving me in a crap situation away from home when there are limited branches ATMS etc no offer of compensation or support.. Do yourself and everyone a favor and move along to another banking company. Shocking. RBS Stinks