The Royal Bank of Scotland Avis 

Refused to refund money being fraudulently took from my account. Called them to dispute the payment and then had to chase them up after another payment was allowed to leave my account 2 weeks later as nothing had been done. I was told I would receive a call from the squad team yet it hadn't even been logged as fraud. Bank elsewhere and save yourself a lot of hassle and money being being stolen from your account and them refusing to reimburse the stolen money. I will be closing my accounts and moving to a new bank. This treatment of loyal customers is absolutely disgusting

Been with them for years . terrible bank ! I don't even have a business manager! Got to phone some daft wee boy in a call centre to talk about finances!

The online Cora Ai is horrific and a waste of time !

Every time I call this bank I get Non British folk and I don't want to share my info with them.

Customer service staff working from home and incompetent, talking to themselves whilst on call saying 'now how do I open a new complaint'. Have been unable to access online banking and ap for over two months now. Have made numerous calls, have been cut off, have been sent codes that expire before they arrive in the post.
Am have been housebound due to having surgery and can't access my money or pay bills.

Following a text notification from RBS about an improved interest rate on my fixed term savings account, I needed to speak to someone urgently to cancel my instruction to close my account on maturity
I found it impossible to speak to anyone who could do that.
Sounds a simple request, but no it is not.
The text would not accept a reply.
The Cora chatbot is useless.
The RBS telephone helpline, tried many times, would only put me through to the mortgage centre.
In desperation, I went through to the mortgage centre in the hope they could redirect my call to the savings centre. They could not. They also confirmed that they receive lots of misdirected calls from people trying to contact other departments.
I finally went to my closest branch. They were unable to contact the savings centre directly so were unable to help me.
All in all, a dreadful,frustrating and time wasting experience.
RBS, your systems are rubbish.
I will be taking my business elsewhere.

So suddenly this bank has fallen by the wayside - trying to force me to have an app so that they can track me. Normal login via SMS fails - I tried twice - nasty people

They have been my bank for 18 years - mostly ok - this last year, when they have abandoned training staff, not invested wisely in robust digital systems and made a corporate decision not to provide any kind of customer service the level of professionalism is at a desperately low point.
I don’t understand the point of Cora ? …. It’s never working - I had an attempted fraudulent access to my credit card - it took a week to sort out ( something that in the past has taken an hour ) … this included a couple of stints of trying communicate to through Cora - which is no longer a service but a stalling mechanism.
I will be moving at my pace,totally had enough.
Historically banking was a profession - no longer, I will be moving to an on line provider where there is no pretence at providing a personal service.

Opened a new account to transfer a fixed term Isa. Got a new account but the information to access it was hopeless. I will take a lesser interest rate rather than put up with this. RBS your system is hopeless.

Just rubbish, I really don't have the time or energy to go in to how I was treated after 20 plus years of banking with them. Just avoid at all costs!

My husband opened this account when he left school, and worked in the branch. He is about to turn 75 and it has been our joint account since 1985. We used to have a great bank, could phone and they were always helpful. All gone now and it's simply awful. Can't speak to a human and the bot Cora doesn't understand plain English. Now the credit card has been totally messed up by their incompetence. Hubby is the Primary Card Holder and I'm just an appendage. We have always had the same card number and I have always paid the bill, now via the app. He had to have a new card, due to attempted fraud, and we both got our new cards. I have been unable to verify mine so haven't used it. We have had 2 rude letters complaining that I have used the wrong account number and to use the correct one in future. (I didn't realise that I was a naughty child). Now we have found that our cards have different numbers, which should not be the case and never has been previously. Poor husband has spent ages trying to sort it out, eventually got a human though she clearly didn't know what she was talking about. She was still trying to blame us for this mistake by the bank. What a total shambles. I have deleted my card from all future use. If we were younger we definitely would leave this apology for a bank. I wouldn't touch it with a bargepole. When we got married in 1985 and it became a joint account, I had left NatWest because I was utterly disgusted with them. Can I please give less than 1 star?

I have a premium black card. This isnow part of the RBS group. The service previously was first class. Now it is with RBS it is appalling. Even if you have an emergency getting help is all but impossible. Cora sends to to a phone number and they don't answer within 40 mins so I give up. It's the end of a good relationship but I can't go on with this level pop service.

This complaint is referring to a transaction subject to a chargeback on my debit card.
I had purchased an item off ebay, and after 6 weeks it was deemed the item to be faulty.
having gone through the usual route ebay resolution and paypal resolution, and no response from seller, i initiated a chargeback.
Supplied evidence of the fault and messages to seller, who still had not responded after 4 weeks of trying.
RBS decided that because the item had not been returned, the chargeback would not happen.
At no point during the process did i have an address to return the item.
After 2 weeks i received an email stating no further action would be taken, almost a dismissive message The item is still waiting to be sent back.
I have sent a new complaint via the RBS Website and have received no further communication from them.
The bank used to be good, but this was only one of the problems I've had with RBS, so looking to bank elsewhere

Attracted by the payment for switching to RBS, I have commenced the process. I have set up an account. Attempts to communicate with RBS are fruitless. I was offered a return call. Unfortunately, I was unable to take the call when it came. No further attempts have been made to call me, as far as I am aware.

If you don’t ever need to contact your bank the RBS are fine. If you need to contact them at all, they are absolutely awful. You basically have two options
1 Cora. I can’t describe how bad Cora is. The app itself and the actual support. A simple question get misunderstood, you have to backtrack, they get confused and it’s the most frustrating experience.
2 Phone banking. The difficulty here is actually getting to speak with someone. There is an AI that high does everything f possible to stop you getting through, there are minute + long narratives about how to install and set up the app, the questions go round in circles. I’ve tried twice to get though this evening - each time I was wrestling with this AI for over ten minutes before they said ‘thank you, goodbye.’

I’ve been with RBS since 1982. I am tomorrow morning switching to my Monzo account.

This bank has got to be THE WORST institution to deal with..APP doesn't work properly...Tried to make a minimum payment to my credit card (which isn't RBS)and I was redirected from Capital One app to the RBS APP. Had to proceed to verification..pressed the relevant button and NOTHING happened apart from RBS app redirecting me BACK to Capital One...The debit card also does NOT work on other online retail outlets nor does it work with card payment fuel stations...I've a good mind to shut all accounts with RBS and move to a rival...These issues have been ongoing since beginning of July.

People often warn you of moving to online only banks due to poor support. RBS is a perfect example of why that issue exists outside of online only.

Useless and slow. I started a new further education programme. Went in on the 26th August for a bank load. Was helpfully offered 2 credit cards and opened them. Was told to wait 5- 10 days for them to arrive. They didn't arrive. The RBS person called in on day 7 to check and was surprised they didn't arrive. I waited longer. Eventually she told me to call the number on the back of my card. On 23 September I called and already at this point I paid for my further learning out my current account then had to use my savings to pay for everyday things like rent and bills and was already in a huge financial constraint. My programme couldn't give me any further extensions on paying. On the phone on 23 septemeber the RBS helpline couldn't offer anything besides waiting longer or cancelling the credit cards. Cancelling means I then go to another bank and take 2-3 weeks of setting up with them and getting credit cards. There weren't options at all. The person on the phone then says the credit cards were sent on 5 Sept and to wait 5- 10 days for it- and in that case it was already 12 days. I am furious as I was told 5- 10 days from 26 August so I already had been waiting under 4 weeks.

I couldn't even talk to someone in complaints, they just "raised a complaint" which i am sure will be another 4 weeks with no helpful options whatsoever. I was polite to both the agent in person on the 26 August and on the phone with the person on 23 September as it isnt their fault. But I am in a painful position financially because of RBS poor organisational structure and misleading times. So the best thing I can do is warn others from using RBS.

Appalling.. This used to be a fantastic bank but it really has gone to pot with the service standards. Nearing impossible to find a phone number, payments to my other bank account, that they own (NatWest) now take up to 2hrs for funds to credit intro from RBS, which is ridiculous and super unhelpful when your RBS account card is blocked due to fraud. Yet I can transfer to any other bank and it credits immediately! I sent funds to an Halifax account seconds before and they arrived immediately. Avoid them at all costs, they just fabricate the truth to gloss over and get around issues. I’ll be off to find a new provider who doesn’t make customer jump through hoops and are more helpful. Once upon time I would have advocated RBS for great service and standards and now I would not do anything of the sort!

Business account - Horrible and most inefficient process i have ever seen. Its been already three weeks since I applied for a bank account. They keep on asking same question again and again!

My problem is:

They are not paying me any interest and I am not asking for any loan! Provided all the answer to queries. Still its ridiculously slow!

It looks like people sitting there are not educated enough to read the replies, as they keep on asking same question again and again. And this is after me spending 1 hour to fill their initial form.

Lost trust completely!

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

Had an issue of serious fraud today, 7k taken from my debit account, that's 5k over my agreed overdraft. I'd had the same fraudulent company try to take money from my credit card a few days earlier which was flagged as suspicious and my card was cancelled, apparently they thought the same charges to my debit were not fraudulent? Why, I've no idea, they didn't flag it and didn't contact me. Their apparently 24 hour fraud service didn't open until 8am and the instructions to flag suspicious activity in the app did not work. When I eventually got through the lady was 0 help, said it wasn't Thier responsibility and couldn't explain why they'd allowed the payments, just said it was PayPal's responsibility. Yes I was angry on the phone because of trying and failing to get through to anyone for a full hour, rather than understand my concern she was callous rude and basically refused to be of any help. I've now got a blocked credit card, an overdrafted debit card and I'm stuck in London on a strike day with no options. I've banked with RBS for a long time, but honestly I think this might be the last straw (and it's certainly not the first time I've felt their service lacking). Disgraceful way to treat someone who is the victim of fraud, 7k down and zero help from the bank who authorised the payments, thanks so much