Business Profile
Bank
Royal Bank of Canada (Client Care Centre)Headquarters
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
24/01/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On Thursday, December 19th, I visited RBC to deposit a certified cheque from my car insurance company, “*****,” following a serious car accident. After depositing the cheque, I used part of the funds to pay off the remainder of my car loan, and the rest was deposited into my chequing account. I waited the required seven business days for the funds to be released. Once the funds were available, I obtained a bank draft and used it to purchase a new vehicle. However, a week after buying the car, RBC informed me that I now owe them money because the insurance company placed a stop payment on the cheque. I don’t understand how the funds were released in the first place if there was a stop payment on the cheque.Initial Complaint
21/01/2025
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I accepted an ***** ******* **** from RBC. I have used this as my principal reward card in the hopes that I can use the points for travel. On their website ***** ***** *** ********** ********* it implies that one could travel anywhere in North America for 35000 points. Finally deciding to cash in, I found out that my desired flight (from Sudbury, On to San Francisco, Ca) would actually cost over 266,000 points. I have already been saving points for years now so this is like having no points at all* **** ** ** ***** ************ Thank you. *********************************************************************************************************************************************************** ********************************************************************************************************************************************************Initial Complaint
24/10/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I sold my car in Calgary on September 14, 2024. The dealer was supposed to pay off the loan then but as I later discovered they had not. I contacted dealer October 11th when I discovered the issue and payments still being debited from my account. I called back RBC on October 17th to confirm the payment had gone through. They told me I no longer have any active accounts but refused to confirm car loan is paid off. I told them the amount the dealer paid is now more than I owed and they will need to send me a check, can I please update my address. They said they cannot do over the phone I need to visit a branch. I informed them again that I now live in the USA and cannot visit a branch. I asked to speak to a manager and they refused. They said I cannot speak to a manager if I do not have an active account. RBC is refusing to let me update my address so the balance they owe me can be sent to the correct place. I am more than willing to provide any identifying information required. Need a resolution to update address with out needing to be in Canada as I do not live there anymore. Amount owed is approx $300.Initial Complaint
23/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Hello, I am submitting a complaint against RBC and ******* regarding a serious security issue that occurred with their e-transfer service. My business recently accepted e-transfers as a payment method. Unfortunately, when a client attempted to send a payment of $3,000, the transfer was intercepted by a hacker, and was never deposited to our RBC account. Upon discovering the issue, we reached out to TD Bank (clients bank) for assistance. To our dismay, they froze the client’s account for a week and ultimately declined to refund the ****** funds. This lack of resolution has resulted in significant financial loss for my business, and I am seeking full compensation for this incident. Given the severity of this situation and the apparent vulnerabilities in the e-transfer system, we will no longer accept e-transfers as a payment method. I am escalating this matter and urge RBC and ******* to improve their security measures to prevent similar occurrences in the future. I expect a prompt response and resolution to this complaint. Thank you, ***** *** ****** ******** ***** ******** *********************Initial Complaint
16/10/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
RBC has failed to send me the link to select an ***** watch for their promotional offer. I signed up for an account with them in order to receive said watch. I have continued paying my monthly fees and using my account with them, without receiving any benefit for doing so. *** ** *** ****** ** ********** ******** *** ******** * **** **** **** ***** * ** *** **** **** **** *** *** ********* ** **** *** **** *** ** ** ******* *** ****** ******** ****** Timeline: - Account created: spring 2024 - Criteria required: before Aug 9, 2024 - Phone call with agent to confirm eligibility: July 16, 2024 (Agent sent email confirming that only one more pre authorized payment was required. MPI was added and confirmed by chat.) - Criteria confirmed: via chat July 26, 2024 and again on Aug 7, 2024 (*** ***********) > agent confirmed I would be receiving the email to select the watch within 2-4 weeks from completion date (July 16) Requests for assistance: - 8-9 individual chat sessions to request updates, with no movement -A complaint was filed for me by a achat agent on Aug 15th at 12:08PM (*** ********** ** ************ *****) and was promptly marked as resolved in their system one minute later (12:09PM - *** ********** ****** *****). * ** *** ******* **** ******** ** ******* *** ****** -Per the advice of most recent chat agent, we took contact in the last week with Ann ***** C***** at local branch : Henderson branch, Winnipeg. Employee has requested proof that I have reached criteria as she was having trouble determining it. Email provided (**************@***.com) bounced - note: I verified the email out loud more than once. No watch selection email received as of today, Oct 9, 2024. I would like to receive not only the watch, but also a refund of fees paid until the watch is received. If they would also give me the current sign-up perk of $450, I would consider. ** ******* ** * **** **** ****** ** *** *** **** ** ******* ** * ** *** ******* * ******** ***********Initial Complaint
09/10/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I have been a client of RBC for the last 42 years. I have two mortgages with them up for renewal in January and on October.01 I received a very vague letter with no explaination that they are terminating me from the bank and I don’t understand why. And now I must go with another bank after 42 years and apply for new mortgage with possibility of losing my home.Initial Complaint
19/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I pay a month fee for a service. Which includes access to my account via a ATM machine. The RBC branch at 189 Queen St S, clearly have posted on the door at the lobby (where the ATM is) is open from 6am to 11pm. On multiple occasions I have tried to use the ATM before 11pm to find the doors are locked. I am paying for a service, this branch clearly shows the service is available till 11pm. Their signage is misleading and fails.Initial Complaint
02/07/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I have called RBC to request for changing to another financial advisor but after spending hours on phone call the agent told me that there is no other advisor other than my current one is available so I cannot change. We have all our investments and banking activities with RBC and the entire RBC does not have adequate advisors to assist clients? I am intending to move all my money out of RBC and go with another bank if they still insist to not provide me another advisor. I expect some one for RBC call me to fulfill my request. Thanks to BBB for passing my message.Initial Complaint
04/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have fully paid my car loan and have a statement stating the account is closed and balance is $0. I have requested for over a week with over 40 requests over the phone and in person. I need my vehicle release letter. * ** ******* ** ******* *** **** **** *** ******* ***** *** ********** ***** **** ** ********* ** RBC is refusing to release my vehicle. I am receiving no assistance over the phone and in person requests. RBC no longer owns my vehicle, they have been paid in full and I have a statement saying so. *** *** ** ***** ** **** ** ******* ******* *** I have done everything I can to request assistance on this matter.Initial Complaint
02/04/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I've tried to add a co owner to my rbc day to day banking account and all I get is... The information you entered doesn't match our records. I have been trying to call and troubleshoot it and no luck, rbc customer support has zero solutions but to come into a branch ***** ******** ** **** ************ ** ** **** **** ***** ***** I have tried numerous combinations for first, middle and last names and nothing has worked. She has also tried to do it herself using my account and nothing seems to work. ** ****** ** **** ** *** ******* ****** ***** ***** ** **** ************ *
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Contact Information
Customer Complaints Summary
337 total complaints in the last 3 years.
120 complaints closed in the last 12 months.
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