The Royal Bank of Scotland Avaliações 347

Cora, the automated chat is a total waste of time, shockingly useless

20 days to get a replacement debit card

I find RBS as a great bank and they do everything I need. Thanks

Have been a loyal customer for over 30 years, now when I need some assistance to recover money from an online purchase which I now know was a scam there has been zero assistance. Followed the retail dispute process and now 2 weeks have gone and still nothing. Tried to email, speak to someone about my dispute and still no progress. We also use RBS for our business banking so seriously thinking of taking our custom elsewhere. When did they become so bad?

I notified my bank that I was going overseas for a prolonged period of time. In branch they showed me how to let them know on the banking app., which I did for a ninety day period. I have used the app., to transfer funds to one of my payees four times whilst overseas on the same trip. Now today 02/10/2026, I tried to open mobile app. using normal procedure of fingerprint. When I clicked the app., got a message asking if I was registered for. mobile banking, which obviously I am, otherwise I would not of been able to do the four transaction transfers that I have. I went through the procedure of logging in, input all the security details requested, then they said they'd send a one time code to my number ending in 180. Hmm🤔, well I have deactivated that number whilst out of the UK because I wouldn't be using the said number or paying the monthly subscription or roaming charges. So now I'm 5,000 miles from the UK with no access to my funds in my bank account. Got the usual Cora machine apologies, which doesn't mean anything, I'm the one 5,000 miles abroad and with no way of accessing funds from my account. WORST BANK I HAVE EVER COME ACROSS. Lesson learnt, never have a bank account with either RBS., or NatWest, same bank and absolutely useless, both of them. I've uprated my * rating to two because all the problems I have stated here, at least on RBS WhatsApp they gave me a phone number to contact for emergencies, which I did and they transferred some funds from my account to one of my payees, who then forwarded it to a foreign bank account so I could access cash and not carry on worrying about how I was going to cope with no access to my online banking, through the mobile app. Also I was not aware that usage of the mobile app., even after years of use, if you change your phone number to a foreign countries network, the app., ceases to let you use it. They did correct this with a ten minute call to the UK and updated to my new foreign number, so that in three normal working days I will be able to use the app., again for my banking. Very stressful being five thousand miles from the UK and not knowing how to get access to my online banking.

Near impossible to get help. The cora service is useless, and following this you get put into a queue but no there is no indication on queue position. Going into branch is a lucky draw, not every staff member can help open new accounts.

I have had the misfortune of being an RBS customer for longer than I care to remember. They still continue to amaze me with their gross incompetence. I wrote a post-dated cheque for over £1000 for the deposit for the installation of a new boiler. The heating engineers unfortunately banked it days before the date written on the cheque. RBS's useless system cashed it anyway, leaving me heavily overdrawn and unable to use my debit card. I am a vulnerable customer and this just beggars belief - or would do, if it weren't RBS.

Having issues with this bank, when i use my card online it always goes to approve transaction so I go to my app, then when I go back to the page im buying from its not gone through, ive had payments seemingly go through but cancelled, I cant use the coop groceries with this card it takes the money out but leaves everything in the basket and no shopping ordered, so i had the runaround phoning the co op
ive thankfully a BOS account so im using that now to pay online,

now my savings account doesnt let me save more than a set amount which is new and I wasn't told about this happening until they moved money out of it.

Very disappointed in the complaints team, I have never had an issue with rbs but I’ve had issues the last two months and 2 complains haven’t been dealt with ones is 50 days old
Been told I will recieve a phone call by Friday
No chance

It seems that RBS are floundering - caught between retaining some semblance of presence on the high street and moving to a virtual bank. The virtual (on-line) effort is sadly lacking in efficiency! The photo deposit for cheques didn't work and the hub has been either very slow (10 days to appear in my account) or hopeless! (Lost my cheque somewhere between depositing at the hub and collected by the post-office and arriving at the bank!) Being of the older generation I do still have a penchant for some degree of high street presence (some business is still done with cheques and often lump sums of cash are needed). What to do?

Cheque scanning feature on the banking app is worse than useless. Move right, move left, move up, move down, on and on and on, today I've given up after two attempts. Last week I eventually managed to capture a cheque but then it couldn't match the writing to the amount I stated it was for. Previous to that it wouldn't allow cheques with asterisks on them - most corporate cheques are covered in asterisks to stop people altering them, absolute waste of time!

'Conversing' online with Cora takes you on a merry-go-round of nonsense. When you 'talk' to their phone bot (Phona?), it doesn't understand you and can't put you through to a human because there aren't any at RBS. I have concluded that even the CEO, Paul Thwaite, is a bot, because it hasn't had the decency to respond to my (polite) request. Most other company CEOs contact you within hours of your communication. Not RBS - they clearly don't care.
My request? Just a debit card RBS failed to replace.
UPDATE
Cora responded in only 19 hours. Now awaiting my new card in 10 days or so.

The machine at your branch in Irvine stole my money i asked to withdraw money from it and it didn't give me it then it yook money from my account as well as a 1.80 fee which it didn't tell me about fraudulent company i want my money back

I've had a NatWest Account since 1990 and an RBS account (including our mortgage) since 2001. We are regular banking customers using this our salaries, bills and all day to day banking. Without wishing to sound arrogant, we're good customers with no financial, legal, credit or other issues at any time.

RBS have decided they don't want want to offer the account we have any longer and wrote recently to say they would therefore be closing our account in February.

There was no offer of any alternative account or assistance to move our banking to another of their accounts.

Absolute farce of a company, never had an experience like this just trying to complete an isa transfer , don’t use even if the rates slightly better , not worth the time or effort wasted trying to talk to someone, impossible

Went in to open a fixed saver account with a HUGE amount of money..person at front desk says we dont open accounts here..just do it online..show me your phone and app..just do it there.1 star ..should have been zero..lack of interest and very bad customer service..will be interested to see if this gets a reply too..

I have been locked out of my account for more than a month now. No-one has told me why and no-one answers the fraud line telephone number. I went into my high street branch and they had the same issue - they suspected it would have been the fraud department that locked my account but couldn't say for sure. The local branch (Ayr) manager called the fraud line and no-one picked up her call either. She emailed them instead and I haven't heard a thing since. I would say the customer service is bad but there actually isn't any service at all. My account has been locked. I have not been told why and no-one seems interested in helping. This is my last attempt at resolution before I contact the banking ombudsman and ask them to intervene. (I have been an RBoS customer for nearly 40 years and we have our mortgage with them too - but that will be changing very soon unless something is done here quickly - this has been the worst customer service I have ever encountered - absolutely pitiful). :(

I have an interest only mortgage with the above, I struggled with self harm/depression/debt due to hike in interest rates almost x 6. Mum has dementia so had to reduce hours to look after her with no care in place at the time. I asked for a freeze on my payments the agent said yes I rang up next month to ask for another freeze the agent said yes, third time I rang up the agent told me she can freeze it but the payment isn’t frozen the interest still build up plus on the arrears. After 6 months I was mentally and physically improving I set up a payment plan which paid off abit towards my arrears for 6 months. every time I would phone up the agents they would ask me any kids at home.age Do I live in the property any loans against it. Previous agents asked me if I was okay and I would say yes and then they asked if they could take off the mental illness/self harm off the file. The most recent agent I spoke to I asked him once I kept up with the 6 month payments. I could consolidate my arrears. When I suggested this the agent took it upon himself that I couldn’t afford to pay and said he was about to start legal proceedings. I almost passed out he said I suggested the consolidation but he hasn’t read my file. My house was going through a sale plus I had a letter which suggested that consolidation was one of my options. The agent then said sorry!!! Never buy a mortgage from these people they r ruthless/loan sharks. Awful 15 years.

An RBS Premier customer for nearly 40 years, I intend to move everything away from them (mortgage, current account, savings, ISA, credit cards). In resetting my mortgage rate they are significantly less competitive than other providers, but the biggest issue is the "LOYALTY" disincentive - they give far better rates for new customers. Now they can argue this is "market practice" but it is STUPID discriminatory business, which shoves 2 fingers in your face and clearly says "RBS DON'T CARE ABOUT LOYALTY". In an era when we can move accounts so freely to blatantly provide poorer service and rip off loyal customers should not be tolerated. And I'm supposed to be "Premier" client. It seems they are relying on customer apathy (and maybe that works for some, maybe its ok for small balances) but frankly this is a disgusting treatment

4 times I was promised someone would ring within the hour. Waiting from just after 10 am. Its 9.30 pm now and still no call from them. I am going to switch banks. Another bank couldnt possibly be worse. Appalling service.