The Royal Bank of Scotland Group plc Reviews 

Terrible service. Just awful and pretty pointless

The banking app is really limited compared to other banks I've used. Transaction history is not immediately visible and there seems to be no way of checking a balance at a particular point, only the current balance! The search function doesn't seem to work at all either- I did find the transaction I was looking for but had to scroll through manually, as the search returned no results. When filtering transactions for deposits/payments, no total is given. You can only search transactions up to 12 months ago. All in all its pretty rubbish.

Woeful service. Had a fraudulent transaction. 3 calls (each an hour long to indian call centres) diverted twice, hung up on once and also recommended to contact another team. An hour on live chat and in the end they also just told me to call the fraud team who first cut me off, then the second one said he would call me back but didn't.
Here I am still, an hour into my latest call, bounced from pillar to post and still 5K fraud on my account. Literally making no progress at all. Seems too difficult and people either don't know how or aren't willing to deal with the issue. Can see me having to go try a branch - by then who knows how much more damage will be done!!

Do not bank with RBS, kept my money and suspended account just for transferring money.

Once again this bank has asked me for the thirteenth character of a twelve character password then it froze my account - eventually jumped through the security hoops online to re register with online banking to access my account which I have filled out the forms to close - what a narrow escape - keep your £200 switching bonus RBS I just don't need this much hassle in my life.

Please do not open an account with RBS they are absolutely useless, 2 hour wait time to speak to some one, I have recently switched accounts to RBS but when I called to check the progress of my switch the level of service I received was shocking I have now cancelled the switch. What a close call I had. Go back to basics RBS and answer the phone and help your new and old customer's. complete joke what a close call I had, utter moronic system.

After changing my phone, I went to reset digital banking. According to a Cs agent, there is a glitch in the system that meant it kept kicking me out and generating codes. Eventually I was told I had to wait for a code by post, which I waited a week for and still couldn't use it because 3 more codes were randomly generated. Now after waiting for a new code by post, the same cycle is happening again. Not one person seems to be able to help me and I wait for callbacks for the call to be dropped and nobody phones back. I've explained I'm disabled and in a wheelchair pretty much stuck in the house, the local branches have all been closed and I can't get to them so I rely on my digital banking and now haven't been able to access my account for weeks because of what keeps being blamed on a system glitch. I'll be swapping my dd over and closing this account because this has been infuriating, the phone line is infuriating and I'm being offered absolutely no help at all, except more codes being sent which already hasn't worked twice. Nice to see rbs cares about customers who have access needs....not. Also if your agents drop a call, have the decency to call the customer back.

Pink purple, whether you like it or not. All very fashionable these days.

BE VERY AWARE. I was wanting to find out what the current interest rate is on my RBS Master Card before making a major purchase. The ONLY way to get this information is on your monthly Credit Card Statement. The interest rates are on the bottom of that statement. If, however you have a zero balance on your card, RBS won't produce a statement for that month so this information remains a mystery. So you have to actually make a purchase and wait until RBS produces a monthly statement. I do not and will not use the banking APP on my phone. Too many horror stories from friends for me to trust this. This is appalling customer service. If I make a charge, RBS can note the interest on my monthly statement so the information is there and available. JUST NOT TO THE CUSTOMERS WHO WOULD LIKE TO MANAGE THEIR CREDIT. I should note that my other bank freely displays this on my account summay page when I log in - regardless of account balance!

I wish I could give 0 stars, avoid at all costs. I have been a customer for 25 years and they can't even be bothered speaking on the phone. I went to a branch who told me they were cashless. Imagine a cashless bank! They also sent my credit card and pin to the wrong address which is a serious breach or privacy. They are closing branched left and right in rural communities and have nothing but distain for their customers. DO NOT OPEN AN ACCOUNT WITH THEM. They advertise that they are there for communities in Scotland and it's class advertising. Closest branch to my town now is a 3 hour round trip and there are only 2 buses a day. It's disgraceful. They will lie through their teeth to avoid customers

Spoke to Tilly from the retail disputes team in regards to my claim and this lady is the most helpful lady ever, she is so professional, Helpful and a very caring person. she explained to me in great content and I really appreciated her help today.

I want to also thank my retail complaint handler Owen Scholes for his hard work and helping me what a gentleman he is very professional and attentive

these two workers need praise or a raise

HIGHLY RECOMMEND RBS

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.