Royal Bank of Scotland Business Reviews 924

Customer service takes you around in circles and no one is able to help with anything. They just ask you to provide answers to their scripted questions, which takes ages, and then they say they cannot help and pass you through to someone else. You hold for ages, answer all the questions again, and then the same thing happens again. It is beyond useless. Meanwhile, they keep sending you a bill, which you pay and they send the money back!

Spent more time on the phone with RBS than with my mother.
Can't online bank anymore as it's been blocked until I do facial recognition I was told.
Then I find out you can order a card reader so I ring up again, can't order over the phone though.
Eventually I find a video explaining how to order as the a.i. chat assistant locked up nearly every time I tried to use it.
Next I go through all the way to the correct section and click on it only to get an error message 403 forbidden.
So I do the same again, this time on my tablet instead of phone and error 403 again
Back on the phone again and eventually told they can't help me but someone will help me in a couple of days and then up to 5 days after that to get the card reader if they can sort the issue.
Been with RBS nearly 40 years, they used to be great with first class service and advice & branches too.
Now it appears they just an foreign call centre with 3rd world customer service.
Such a shame in how they've destroyed this company!
Really can't recommend.

It used to be so easy to pick up the phone and speak to somebody at the Rbs
Now you’ve got this useless bot some automated modern way of communication which drives you mad and will drive me away from the Royal Bank Of Scotland where I have been a customer for some 40 years
When you do get through, it’s to some lady in India whilst I’ve nothing against ladies in India I want to speak to somebody in England and quicker
So Royal Bank Of Scotland sort yourselves out because there are many of us who are really pissed off
Try to be BANKERS not .ANKERS

Been with RBS forever but its time to move banks. Transferred 5k from biz deposit a/c to current and their system blocked it. Finally after 2 hours got through to fraud team. Most unapologetic handler called Zi in Southend office who advised that there was a system hiccup issue. Treated me like a 5 year old and asked where i got my payee details from

Used to be such a good bank before they joined NatWest now got to be the worst out there. Don’t do any thing you ask and I’ve now asked them to close my account count three times and it’s still not closed. I appreciate with there shocking service they must be hard up for customers. Avoid these people shocking

Really poor, convoluted and out-of-date onboarding process. Ask a lot of pointless questions that takes a few days to be asked so the process takes weeks.

Once you get the paperwork, download the app etc you have to wait for the activation code which you cannot use as the account locks so you have to (presumably) re-register.

As an accounting business we use a number of banks and RBS is the worst of the lot by a distance. The end result was closing the account before being able to access the online account and make any transactions. Thank goodness I chose not to transfer any funds as part of the opening process (which they kept going on about!)

The reason for attempting to open a business account t was to get access to FreeAgent (which I use for some clients - it’s really poor as a financial system compared to Sage online / Xero and even Kashow) but would do the job for digital submissions into HMRC.

But, as a business, will opt for paying for a subscription and having a standalone system rather than trying myself to a truly shocking, outdated, terrible Customer-focused bank.

As a Scot I’m embarrassed for this bank to have my nationality in its title - thank goodness for Bank of Scotland - it upholds the name!

RBS Banking App not working after an update last Saturday. After a week of failed promised return phone calls I was advised to buy a new phone!!! I have been a customer for 40 years I am disgusted by this disgraceful customer service!!!!

I've banked with RBS for decades and still have a couple of accounts with them, though last year, my local branch having closed a few years ago, I took my main banking to Nationwide. In the past I've had overdraft limits of £2,000 and £800, but currently none. For convenience, 'just in case', I requested a small overdraft limit of £250 on my current account; it might get occasional use. When they turned me down they mentioned Experian, and yet my rating there is the maximum. It makes no sense and is just plain silly.

I'm now moving more activity to Nationwide, it's just easier and pleasanter. RBS has lost the plot. They've got it completely wrong and can't own up to that. Sad.

Untrustworthy. This must be the worst bank out there. I tried opening a business account. After 7 weeks, I have given up. After submitting all my documents repeatedly, despite being asked multiple times, I kept getting random questions every week about things I had already answered in the form. Each week, one question. "How many people will you employ?" "How will you advertise?" Each week, a new random question. Reaching out is impossible with mostly bots on the chat, and it’s impossible to speak with a human. When you finally get to a human on the chat, they just say, "Sorry for the inconvenience" and "No, you cannot come into a branch." I heard today from a relative that yhey are still waiting for a payment. This is definitely a big red flag not to trust. I regret choosing them to begin with!

Worst customer service ever. Never known a bank or business to simply not care , total incompetence been waiting 5 weeks to open a business account and still asking me for ID and for the third time. Hiding their phone number wanting you to chat to a robot and then when you do speak to someone after waiting for half an hour they can't help.

Can't open an account as i receive a non-descriptive error message. Chat bot is useless, and can't contact anyone.

The royal Bank of Scotland the worst bank you can ever bank with they are far better banks in the UK with better customer service bunch of arrogant like they do in your favor stay away I will be canceling my account with them very soon I've been with them for years but it's time for me to go

I'm trying to report fraud on my account. I'm told there is an option to report via the app. The app tells me it's not possible, and I have to call them. I call them. The fraud line is closed because it's after 7pm. I call them in the morning. The number works. Yay. I'm told I can actually report fraud online. Yeah, thanks guys, I tried that already. I opt to hold. I'm told hold time is around 9 minutes. Ok cool. I get the option of hold music, or a soft repeated tone. I'm a soft repeated tone sort of guy, so I say YES. The soft repeated tone sounds like a cat jumping on a piano. Every ten seconds. I wait 36 minutes before I'm cut off. I guess I'm not reporting any fraud today because funnily enough, I have better stuff to do than sit in my van listening to a cat playing the piano.

I asked the CHAT service a simple question - how do I gt a new cheque book. I was told that Ihad to log in to speak to a human being. When I was logged in, I was then told it would be 2 hours before anyone could respond to me - or I could try some other time (when no doubt I would be told there would be an equally long wait). They make a huge profit margin lending out my money compared with the interest rate they give me. What they offer is not so much a CHAT service as CRAP service.

Tried to approach nee business team! Nobody there 45 minutes on the phone! Me offering them one million pounds in business! To get somebody called “serge”
45 minutes on hold and turns out even worse than bank of Scotland!
Don’t be fooled the royal bank of Scotland are worse than the bank of Scotland!
New business? What a laugh! No customer service just please don’t switch! Bank of Scotland maybe bad but hey bejesus do not trust or even contemplate the royal bank of Scotland , in all my corporate years what a disgusting excuse for a bank! Stay away. I’m the one who’s having chemo! Trying to make sure my business survived! No way ! No way! What a shower of rubbish! I will just stick with bank of Scotland! Poor poor beyond poor! I’m just glad I have the phone calls! No getting away from that 👍

RBS decided to start blocking transactions from both my account and debit card for no apparent reason. I thought this would be easy to fix like it was when it happened about ten years ago - just phone them and say "What's going on?" - but because they didn't bother to contact me about it, their truly awful "Cora" LLM AI "assistant" (intentional time-waster more like) just refused to let me speak to anyone. Phone lines, including fraud (!!!), lead directly to the same LLM gatekeeper, who intentionally prevents you from getting help whilst wasting far more time than the old "Press 1 for..." method.

On the off chance it was a technical error I went through a length processing of checking potential issues, but none of them were the case, and further, RBS claim all their services are up and operating. So I now cannot pay rent on the correct date and will not be able spend money this weekend, thanks to RBS. Truly atrocious. I'm confident a human could either have resolved it or at least identified the problem so it could be resolved within minutes, but RBS prefer you to spend an hour+ dealing with an incredibly stupid gatekeeping LLM asking pointless questions and spewing out completely unrelated information.

This is also made me aware that if I did experience fraud, Cora would block me from doing anything about it or talking to anyone about (unless the bank contacted me *first* somehow), and the same issue that prevents me from making payments either on my app or with my card apparently prevents me from using the app to freeze my account, so there'd literally be nothing I could do. So I guess if I have do deal with fraud, RBS won't help me.

Appalling experience trying to get support on the fraud. Impossible to get through AI by phone and text. Agents (if those are actually agents) reply with standard phrases generated by Copilot. Wasted half a day with no resolution. Claims through digital app do not work. No agents to speak to and get support. Reading multiple similar 1 star reviews on fraud and poor service I am doubting RBS security. Unfortunately after 15 years of banking with RBS I will be changing my bank now.

Debit card is die to expire the end of this month. Today it just stopped working. I've not received a new card, I've not informed if a new card should have been received, cannot find a number to phone anywhere, and their online support AI is absolutely useless. What's the point of a bank if I cannot access my money. I'll be closing my account.

In early June, my wife and I incurred expenditure on my credit card. Ten days later, we decided not to proceed with a £299 property transaction. We were told, by the relevant company, that the matter had been referred to their cancellation department but nothing has been heard since. Furthermore, we have not received goods we paid for on 4 June.

I wrote to RBS to seek recovery of the money paid for goods and services not provided. The fraud department asked for written evidence of terms and conditions, which we have never been given. I told the bank this and provided a summary of the online activities, together with the full email string with the company, by email on 7 July. On 16 July, the bank again asked for evidence of the cancellation policy.

It appears that they have not had the courtesy of reading my earlier email and are working to a check list. They do not appear to have any serious intention of securing a refund of over £500 for goods and services not provided. They have failed to say why we are not entitled to the 14 day cooling off period prescribed in the Consumer Rights Act.

Not only have we been robbed of over £500 but the bank are adding further stress to an already awful situation by abrogating their legal responsibility.

It is hardly surprising that this bank has a 1 star rating, given this off hand treatment of customers and the continued closing down of face to face facilities. My nearest branch is now over 50 miles away. The bank are a disgrace.

I WAS SCAMMED USING THE LEMFI APP BUT RBS DID NOTHING TO HELP. IT WAS THEIR ACCOUNT SO I HAVE NOW SWITCHED AWAY FROM RBS