ComplaintsforRoyal Bank of Canada (Client Care Centre)

• Initial Complaint

  07/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had purchased a bank to make a payment to my lawyer dated February 2 2022. The bank draft was in the amount of $1615. There was an issue with the bank draft that didn't allow my lawyer to cash in the bank draft, I was notified and went into the branch in lower Sackville Nova Scotia to "cancel" the bank draft to get it refunded. It has been well over 6 weeks since I filled out the lost/return form and I haven't gotten my money back. ****************************

  Business response

  13/05/2022

  Business Response /* (1000, 5, 2022/04/12) */ We're sorry to hear of your disappointment. RBC's Client Care Centre addresses client concerns on behalf of the Bank and will reach out to the client directly. For privacy, we do not provide updates via third parties. Client can reach RBC's Client Care Centre at 1-800-769-2540

• Initial Complaint

  31/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  i open new bank account with RBC on December 2021 , to RBC offer for New Account Promotions **** Offer with condition of cause ,i went to RBC branch near me and ask about offer so i did the exactly what the advisor explain After almost 4 month i did not receive anything so i called RBC to ask about offer that they promise me ,i was chocked when they said you are not qualitied because that too late after that i called the manger of the RBC branch related to my account So that manger he mention some new condition completely defriend than advisor *********************************************************************************************************** ************************************************************************** i am really confuse about that issue i don't know who i am contact to to resolve that issue

  Business response

  13/05/2022

  Business Response /* (1000, 5, 2022/04/04) */ RBC's Client Care Centre addresses client concerns on behalf of the Bank and will reach out to the client directly. For privacy, we do not provide updates via third parties. Client can reach RBC's Client Care Centre at 1-800-769-2540.

• Initial Complaint

  16/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been dealing with this issue for months now and I'm at a total loss, as everyone I seem to speak to has different answers on why this can't be resolved. I have a student line of credit, which I opened years ago prior to attending university. I graduated in 2011. Which, to my understanding was changed to a loan reducing by payment. I have been making bi weekly payments for years. However, on my credit bureau this account is still reporting as revolving. And the way it appears on my bureau, is that my balance is presently higher than my available credit (saying my credit utilization is greater than 99%). As a result of this, it has very negatively affected my credit score. I have spoken to an advisor at my local branch, I have spoken to countless advisors over the phone. *************************************************************************** But no one can seek to find a way to correct this. We've provided a letter to the credit bureau indicating it's not a revolving facility. But because RBC ultimately is who reports the loan, it's RBC who is responsible for fixing it. ********** and ******* are saying their hands are essentially tied.

  Business response

  05/05/2022

  Business Response /* (1000, 5, 2022/03/18) */ We're sorry to hear of your disappointment. RBC's Client Care Centre addresses client concerns on behalf of the Bank and will reach out to the client directly. For privacy, we do not provide updates via third parties. Client can reach RBC's Client Care Centre at 1-800-769-2540.

• Initial Complaint

  10/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  Rbc sent me a letter stating that they will be terminating our relationship. I have called and no one has a reason for me, no one would help me to talk to someone to find out why. I am a long time client of rbc, have a mortgage, ****, line of credit and was just approved for a ********** all through rbc. (They sent the letter before approving me for my **********) there is no fraudulent activity on my account, my paychecks go into rbc which is where I think the problem lies. So I injured myself last year, have been ****** and that money goes into my **** account, which means I have to transfer money into rbc to pay bills. I also have 2 roommates that send me the se amount every month. That's it, nothing else is going in and out of my accounts, now they've decided to shut down all of my accounts without even speaking to me. And no one is giving me a reason. **************************************************

  Business response

  13/05/2022

  Business Response /* (1000, 7, 2022/04/12) */ We're sorry to hear of your disappointment. RBC's Client Care Centre addresses client concerns on behalf of the Bank and will reach out to the client directly. For privacy, we do not provide updates via third parties. Client can reach RBC's Client Care Centre at 1-800-769-2540 Consumer Response /* (3000, 9, 2022/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) They ***************** have provided zero explanation from client care. *************************************************************************************************************************************************** Business Response /* (4000, 11, 2022/04/20) */ We're sorry to hear of your disappointment. RBC's Client Care Centre addresses client concerns on behalf of the Bank and will reach out to the client directly. For privacy, we do not provide updates via third parties.

• Initial Complaint

  23/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Early Oct, I sent an international wire transfer with RBC online for the amount of ~$2,100 CAD + $10 processing. By Oct 19, RBC called to verify the identity of my recipient. Upon finishing, They told me the wire transfer was in progress. As recipient had not received funds, I called RBC on Nov 1. The agent confirmed that transfer was in progress using a partner (*********) to transfer funds to final destination. They provided a payment reference number. As my recipient had not received the funds by Nov 17, I called RBC again. Here the agent said wire transfer was cancelled and they have no further info. When I asked where my money was, they said it's being held and I should call Calgary's Main Branch to find out. The gentleman was not at all customer service oriented and just kept washing his hands clean of the responsibility that RBC should make me aware of any issue with the transfer. Nov 17 I called the # he provided and the helpful agent booked me into an appointment the next day with a Branch agent. She informed me that I was refunded majority on Oct 26 (well before my Nov 1 confirmation with RBC that wire transfer is in progress) but was missing 10% from the refund. How was I supposed to make this connection when there's no communication as to what the money was being deposited for and RBC phone agents are confirming all is well? The phone appt was on Nov 18 at 3pm. Agent called me 20 minutes late, at 3:20 and was unfamiliar with my file details, asking me what the issue is. I stated 2 requests: 1. Written documentation of what has transpired with my transfer (every time over phone I get untrue reports). 2. Full refund - missing amount to be refunded as that's outstanding. Manager **** refused to refund the remainder, said it's all part of their process which to me is a black box, as no written info provided to me. He complained that I did an online transfer vs. going to the branch. I still have no written communication from RBC.

• Initial Complaint

  19/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  RBC had a promotion in September and I happen to see it and reply to it on the 30th of that month. I spoke with a RBC agent on the phone and she informed me that this was the last day and I can still get the promotion $300 and the fees were waved for a full year. So I took the opportunity and sign up for it. Then as I check my account I noticed that I was getting charged the fees on my account so I call RBC and talk about my issues, the gentleman on the phone told me oh you set it up the account October 1st not September 30 so you don't get any of the money or the waved annual fee since that only applies to new Canadians. I was able to finally talk to the manager today, she informed yes it was September 30 but not $300 only $100. And initially she only wanted to wave 3 months but then she said 6 months that's the best she can do. For my first impressions this bank **** to me to get me signed up to there services , as this stands this is not about the money this is about to credit me what you initially stated. Out of all the RBC agents only the manager knew that I opened the account sep 30. Lack of training and ability to access the situation correctly. My first impression of RBC is *********************** untrained people working there. I want to get what was promised to me**************

  Business response

  24/12/2021

  Business Response /* (1000, 5, 2021/11/19) */ We're sorry to hear of your disappointment. RBC's Client Care Centre addresses client concerns on behalf of the Bank and will reach out to the client directly. For privacy, we do not provide updates via third parties. Client can reach RBC's Client Care Centre at X-XXX-XXX-XXXX. Consumer Response /* (3000, 7, 2021/11/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) RBC responses is exactly what I expected lack of training and leadership. They did not follow what the promotion was as advertised and said to me intially on account set up. They advertise $300 and annual wave fees on the account only for me to end up with $100 and 6 months wave fee. I left a good bank for this mediocre bank ************************** and doesn't have the decency or respect to honour there ad promises. Business Response /* (4000, 10, 2021/12/02) */ We're sorry to hear of your disappointment. RBC's Client Care Centre addresses client concerns on behalf of the Bank and will reach out to the client directly. For privacy, we do not provide updates via third parties. Client can reach RBC's Client Care Centre at X-XXX-XXX-XXXX. Consumer Response /* (4200, 12, 2021/12/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I call the provided number and explain the situation for the fifth time and then she proceeded to leave me on hold only to hang up afterwards. Customer care is the last thing this bank has on there mind, they ******* manipulate there customers and never address the issues head on. I will quit this bank when the opportunity arises.

• Initial Complaint

  17/11/2021

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I use my RBC ******************* Rewards to redeem a coffee Maker on Aug 15, 2121. RBC Case no.: XXX-XXX-XXX. However, I received the defective item. I requested a refund from the RBC Reward department. It's a huge hassle process... From Aug to Oct I called more than 20 times to RBC ask for a return. RBC either by not sending a return label, request a person pick up, need time to take an investigation, re-send a request and *** Driver not show up, miscommunication with RBC etc... The item was returned on Oct 19, 2021, finally. But on October 20, 2021, RBC redeemed my reward without my consent and sent me a tracking number. I called customer service to report such an incident. They have no response until this moment. I have confirmed with *** that the item have been returned to RBC on Oct 26. I want my reward refund ASAP.

  Business response

  07/12/2021

  Business Response /* (1000, 5, 2021/11/17) */ For privacy and security reasons, RBC will reach out to ******** **** directly to respond. Thank you for taking the time to bring this matter to our attention. Consumer Response /* (3000, 7, 2021/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Now is Nov 17, 5:10 pm almost the end of the day. From August 2021 until today. I contact more than RBC 20 times. Until this moment I have not received their call back. They never respond.

• Initial Complaint

  10/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted Royal Bank of Canada regarding a PLC record on *******. The record indicated that I owed them $131,000. This PLC had been paid and the balance is zero. I contacted RBC to have the debt removed from ******* and they refused.

  Business response

  27/09/2021

  Business Response /* (1000, 5, 2021/09/10) */ We're sorry to hear of your disappointment. RBC's Client Care Centre addresses client concerns on behalf of the Bank and will reach out to the client directly. For privacy, we do not provide updates via third parties. Client can reach RBC's Client Care Centre at X-XXX-XXX-XXXX. Consumer Response /* (3000, 7, 2021/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unsatisfactory. I already tried contacting the Royal Bank and they brushed me off. It is the bank's responsibility to clean up their mess at ********** not mine. They sent the report and they have to update it. Business Response /* (4000, 9, 2021/09/14) */ We're sorry to hear of your disappointment. RBC's Client Care Centre addresses client concerns on behalf of the Bank and will reach out to the client directly. For privacy, we do not provide updates via third parties. Client can reach RBC's Client Care Centre at X-XXX-XXX-XXXX.

• Initial Complaint

  07/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am customer of RBC Royal Bank whom recently had to send a wire to a business in the country of Columbia, in the amount of $5,000. The bank took the money out of my account to send the wire, and now claims it is lost. The business I sent the money to never received it. The incoming bank whom was to receive the money is to blame by RBC. However, when speaking with the business whom was to receive the money, they have repeatedly informed me the bank never received. It has now been months and I have not been credited, or the money hasn't been sent still. *************************************

  Business response

  21/10/2021

  Business Response /* (1000, 7, 2021/10/12) */ We're sorry to hear of your disappointment. RBC's Client Care Centre addresses client concerns on behalf of the Bank and will reach out to the client directly. For privacy, we do not provide updates via third parties. Client can reach RBC's Client Care Centre at X-XXX-XXX-XXXX. Regards Consumer Response /* (2000, 9, 2021/10/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩