Royal Bank of Scotland Reviews 

I attempted to withdraw money from a third-party ATM. The machine took an unusually long time, eventually returned my card and displayed a timeout message. No cash was dispensed, yet the full money was taken from my RBS account.

This has caused me considerable distress and financial difficulty.

What has been particularly frustrating is having to chase RBS to get the issue properly dealt with. I was initially advised to wait before making a claim. When I later contacted them, I was told there was a complaint logged but no ATM dispute had actually been raised.

I was eventually advised that an ATM claim would now be submitted, but that because it was a third-party ATM, the process could take up to 17 days. Meanwhile, I am left without my money.

I understand that investigations take time, but this is not a small inconvenience. It is a significant amount of money, and having it taken from my account without receiving any cash has caused real financial pressure, stress and anxiety.

I have raised a formal complaint with RBS.

What makes this even more disappointing is that I have been a customer of RBS for 15 years. After 15 years of loyalty, I never expected to be left feeling this let down. I am now seriously considering changing banks because I am genuinely disgusted at how I have been treated and the lack of urgency in resolving something that has caused me such difficulty.

Customers should not be left struggling financially because an ATM transaction has failed.

What a shambles and mess this bank has made over an account. Closed it for no obvious reason, didn't say they'd done it, Caused huge difficulties getting salary, direct debits etc.changed to a new bank account - and not with RBS. They could not have cared less and showed complete contempt towards a customer. On top of this, a friend transferred money to this account as they were unaware it had been closed. RBS systems allowed that to take place. Attempts, in person at RBS branch, St Andrews Square, Edinburgh, to get the money back from the closed account just met with incompetence, possible lies, from staff. First one said would get it seen to quickly - but nothing happened. Second visit, staff member said that account was not closed. It definitely was. Latest is that RBS say they will transfer money paid to closed account will be transferred to newly opened non-RBS account. But not holding breath.

There is so much drivel spouted about how easy it is to swap banks but it is simply not true. Banks always make a mess of it...always.

And how is it possible to pay money to a closed bank account?

Why did RBS take it upon themselves to close an account without informing the account holder? And how do they get away with showing such arrogance with their contempt for the pain their action caused?

Currently in USA. went to fill car with petrol and card was declined despite plenty funds in account. Paid using my daughter's card. Back in car checked online... yeah plenty funds. Tried to call bank but couldn't get through. Tried the online Chat thing. Two hour wait... had things to do so was driving for a bit. checked chat when stopped it had been cut off. then started another.... another hour or two later gets a reply which commenced a roughly four hour chat .... takes them ages to reply every time.

Transpires they have killed my card as their fraud team suspect it may have been compromised. This was on 12th Oct. I flew out on the 14th.... No warning, no notification but they have sent a new card out. this takes ten days to arrive.... so they killed the card this morning...strange this alleged compromise was so serious they can wait ten days to kill the card. . No clue if new card is at home in letterbox, So am in a foreign country, with no access to my cash, and absolutely no offer of any kind of assistance from them after they were the cause. very sorry about that would you like to raise a complaint was as good as it got. They have no clue if i have access to other cards or funds and clearly couldn't care less. Absolutely appalling service. I would avoid at all costs and will be closing both accounts as soon as am home.

Since Natwest took over RBS, the service has gone from very good to very bad. They foul-up on just about everything they can foul-up on, have no interdepartmental communication and clearly, the left hand hasn't a clue what the right hand is doing.

It seems like the only way to get anything like a reasonable outcome is to make formal complaint after formal complaint and go to rhe Banking Ombudsman, where appropriate

Appalling company!

I wanted to close my account and it took 10 days to receive a cheque, which in turn takes about 5 days to be transferred into my new bank. All modern banks I work with can transfer funds in hours if not minutes so issuing a cheque is very out of date. Where does the interest go whilst the money is in cheque form?. Not impressed !!

I am disappointed with my experience with Royal Bank of Scotland regarding access to my bank statements.

I have dyslexia and dyscalculia, which make it difficult for me to use banking apps independently. I previously understood that I would receive paper bank statements every two weeks, allowing me to monitor my finances without having to rely on online banking.

However, my paper statements stopped arriving some time ago, despite the previous agreement. This has made it much more difficult for me to keep track of the money going in and out of my account.

I am now concerned that there may be transactions on my account that I have not identified because I have not been receiving my statements. I want to be able to check my transactions regularly and ensure that my money is being handled correctly.

I rely on paper statements due to my learning difficulties. If my statements had continued to arrive as previously agreed, I would have been able to monitor my account more easily and identify any unfamiliar transactions sooner.

I believe banks have a responsibility to take accessibility seriously and consider the needs of disabled customers. When a customer struggles to use digital banking because of a disability, accessible alternatives are important. Failing to maintain an agreed alternative can leave customers at a disadvantage.

In my opinion, this experience raises serious concerns about accessibility and potential ableism. Disabled customers should not feel that they are being left behind because they cannot use digital services in the same way as everyone else.

I am not making a legal determination about discrimination, but I believe my experience deserves to be taken seriously. I would like Royal Bank of Scotland to explain why my paper statements stopped, reinstate my fortnightly paper statements as previously agreed, and provide copies of my missing statements so I can review my account.

I hope the bank takes this feedback seriously and improves how it supports customers with disabilities. Everyone deserves to have access to their financial information in a way that meets their needs, without unnecessary barriers.

Customers with disabilities deserve accessible banking and the same opportunity to manage their finances independently.

Changed my mobile phone number. Had to speak to customer services to update this. I had to remember my old number if I was able to pass security checks - didn't matter about date of birth, account number, address, online banking user number, online banking pin etc. I now can't access the app for three days "for my own security". I'm having transactions declined which shouldn't be. I have no way to check. The app tells me I can use online digital banking. I can't as that wants me to verify in the app. This is completely unacceptable and ridiculous. My payment details have either been stolen and I can't verify or I haven't left enough in my current account to cover bills due. I'd change bank but I fear they're all like that.

rbs have frozen my account yet again - online note says go to digital help - but no where on home screen does it say digital help - i've applied for yet another fff pin number and they'll probably fereeze that too - chat bot is useless.
I hate RBS from what used to a brill high street back to now a ai version of shadowy deals and confusing service - hate them so much

Been with RBS for 40 years; i had a recent issues with a scammer taking money form my credit card; then RBS would not refund me; im a absolutely shocked at them for their behaviour

For normal day-to day banking RBS is fine. For anything even slightly different it's a different story. I'm the treasurer for a club account. We use online banking and RBS have linked access to the club account via my personal account. After 10 yrs in the job I am standing down and want to pass the account over to the new treasurer so don't want to him to see my personal account. It can't be an unusual situation but RBNS make it so difficult. After a number of attempts for advise, and being given the wrong answers ( the Universal Mandate may add the signature but it doesn't transfer the account) I am now in a 'sit back an wait' queue. First the new treasurer has to become a signatory which takes ages to process. RBS have advised that until this is done the account can't be transferred to the new treasurer and they will tell me when it's done. Surely there must be a more efficient and customer friendly way of doing this.

I did the so called stress free bank switch this happened yesterday I’ve been left with out a card or any banging info my link cards for payments have failed costing me a late payment charge not a good start todo business

I gave one star because I can't select none.
I have been with this bank for over thirty years.
I have a superb credit rating and have fully utilised mortgage and loans as required with zero defaults in payments. I happen to have a sizeable amount of cash and credit lines available. For my convenience I requested an increase to my overdraft facility for three weeks. The computer said No. I contacted a person, she said No. I raised a complaint, she said No. Apparently there are no branch manager equivalents available in the entire organisation who could spend minutes looking at my impeccable record and authorize a revenue earning facility.
So my 30 years allegiance means nothing.
I now know if I should actually need help from my "bank", it would not be there.
The bank have no staff other than script reading numpties sitting in front of a computer that tells them what to say.
Guess what? I'm taking one of the more flexible banking options.

Check the small print of their fraud protection; they don’t cover you for cash, debit transactions, credit transactions, cheques- literally no means of payment from an RBS account is protected against fraud and scams, and they won’t try to help you, follow their own guidelines and advice, or provide support.

Use the cash machine today to get British pounds from euro. 3.99 of access fee plus 14.75 % fee. I did not have time to look for another bank but this is a rubbery ! Won’t recommend this bank to foreigners traveling to the uk! « Service » provided by cashzone cardtronics uk !

Awful bank. Awful customer service. Awful app. No help, raised 3 requests. No response. Cant speak to a human!! Terrible!

Worst technology in the sector. If you need to alter devices make sure you have all the details you need. Despite pushing customers to online banking they still can’t provide a service that is immediate resolution. 24 hrs to unlock your account now is unacceptable in technology terms. Don’t use their digital platforms.. in fact go elsewhere you get a better service..

Really annoying as I was trying to do the on line business switching. They offer forms that I've downloaded umpteen times on both my phone and pc,it doesn't open on the phone and the pc version won't let you submit it. The Cora chat is just going in circles to bring you back to the same info over and over again. Phoning up takes ages to spk to someone. Think I should stick with my current provider as this is far too time consuming and complicated. There's no e mail address to send an enquiry, it either Cora or what's app and you don't get the answers.

Should be ZERO stars.
Have had trouble from the digital banking system when trying to log in, finally got a letter saying they were closing my account, so I queried it as to what was happening,. Tried talking to their AI (CORA)- went round and round and round in circles, got nowhere. It then offered me to talk to a "human" but to do this I had to log in - what the heck this is what I was trying to do......I gave up.
In the letter they told me I could go to the branch - THEY HAVE CLOSED IT, so NO I can't.
They then suggested I go to Nat West - this is miles away, I do not drive, cannot walk far - PRETTY POOR CUSTOMER SERVICE.
They offered £50 to be paid to my account as a good will gesture - that's fine, how can I get access to it when my card DOES NOT WORK - can't even use it in the ATM or shops, I can't get to the bank.
Never know such a pathetic attitude from a bank, nothing but ignorance and apathy.
I will certainly not be giving them any of my money when my investments pay out - that's 100% certain.

The WhatsApp conversation with the operative was very helpful whilstI was taking on a bank account from a deceased member of my organisation. Unfortunately the whole Digital Banking product is utterly awful. The help system is circular, the help assistant (Cora) refers you to forms which refer you back to Cora and you end up going round in circles. My account was locked out and I could not unlock the account using the online form - I needed to specifically call the Helpdesk (long wait times). Having gained access to my Business account finally, I am not able to make any payments without setting up Biolmetrics, however I'm told that this can't be done until I've acquired a few weeks of using the mobile app for 'Security' reasons. What bank account doesn't allow you to make payments for weeks after being granted access to it? Utterly abysmal product. I will be moving my business account elsewhere as soon as possible.

The Royal Bank are favouring new customers whilst ripping off existing loyal customers.
Their website currently lists 7 different credit cards, one of which is simply called the "Royal Bank Credit Card".
It lists the benefits of no annual fee and no foreign currency transaction fees.
I have the same "Royal Bank Credit Card" which I have had since 2006 and have to pay foreign currency transaction fees, and in fact had to pay a total of £108.36 of these fees last year.
When I queried why I was being charged these fees when it was exactly the same card, I was told that mine's was a "legacy" card and therefore had to pay the fees.
In other words, if you're a new customer with no history of ever having banked with RBS you can benefit from no currency fees, but if you'e a loyal customer (I've had a current account with RBS for 46 years), you're not eligible and they can gladly rip you off.
I asked if I could switch from my "Royal Bank Credit Card" which charges these fees to the "Royal Bank Credit Card" which doesn't charge them, and was told it was simply not possible.
My circumstances recently changed and I have retired with a small company pension but most of my income comes from interest earned from bonds and ISAs which RBS says don't count as regular income, and have therefore told me I'm not eligible for a credit card that I have already had for 20 years and pay off in full every month!