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.
Date of experience : 30 August 2024
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!
Date of experience : 04 September 2024
29 reviews 9 Aug 2024I 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!
Date of experience : 09 August 2024
21 reviews 30 Jul 2024Shocking 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.
Date of experience : 30 July 2024
Read 1 more review about The Royal Bank of Scotland Group plc 21 Jun 2024A 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.
Date of experience : 20 June 2024
20 Jun 2024My 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.
Date of experience : 19 June 2024
11 May 2024Absolutely 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.
Date of experience : 11 May 2024
49 reviews 26 Mar 2024March 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.
Date of experience : 26 March 2024
8 Aug 2024All 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.
Date of experience : 08 August 2024
4 Apr 2024What 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
Date of experience : 04 April 2024
17 reviews 27 Jul 2024This 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.
Date of experience : 27 July 2024
10 Apr 2024Back 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.
Date of experience : 09 April 2024
69 reviews 14 Mar 2024We 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.
Date of experience : 22 February 2024
59 reviews Updated 12 Feb 2024RBS 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.
Date of experience : 12 February 2024
Read 1 more review about The Royal Bank of Scotland Group plc 18 reviews 25 Jul 2024Tried 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
Date of experience : 25 July 2024
12 Feb 2023Blocked 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!
Date of experience : 11 February 2023
19 Feb 2023Useless 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.
Date of experience : 19 February 2023
14 reviews 8 May 2024The 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.
Date of experience : 11 April 2024
12 reviews 5 Jun 2024I 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.
Date of experience : 05 June 2024
17 Jan 2024I 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.
Date of experience : 17 January 2024
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