Royal Bank of Canada Reviews

I’ve been an RBC client for decades. I’m shocked at the deterioration in customer service that’s occurred over the past several years. It’s impossible to get a sensible response from anyone who works for them, particularly if you have an issue of any kind. They’re operating in a manner that is nonsensical. Call centre staff don’t take notes of why you’re calling. Branch staff hide behind the call centre. It’s near impossible to get connected to an in branch advisor if you’re phoning via the main RBC number and even harder if it’s a manager you want to talk to. If you are able to speak with an advisor, it’s very likely they won’t know what they’re doing. It’s madness. The system is disjointed, disorganized and the RBC conducts its business without any accountability or transparency. They should be ashamed of themselves. I would have given them 0 stars if that were an option.

I have been an RBC Royal customer for approximately 50 years and an RBC shareholder for much of those years. They used to be the gold standard for customer service. I have had so many issues with them on service in recent years, and their response has very, very, insulting.

It seems to me that this bank has internal alignment with scammers, because RBC gave me the shock of my life when multiple thousand of dollars was transferred out of my joint account with my wife. This happened days after my wife was called repeatedly to come and invest the same money. The annoying thing is that this is:

I was having some difficulty changing my address online so I called Customer Service and spoke with Jelka on 06.29.26 and I have the best experience because Jelka was not only kind, helpful, caring and patient, Jelka was very understanding and assured me that she could handle it with me and that she did!! I have been a RBC customer in Belle River, Ontario and have had nothing but the best experiences with the Staff inside the Bank as well as the Staff in Customer Service.

I had an extremely frustrating and disappointing experience with Royal Bank. I was on a call with an agent for less than five minutes. After being asked a few security questions about my account activity, I opened my app and answered to the best of my knowledge. From there, things only got worse. The agent said they had to end the call because my answers didn’t match and it was “to protect client privacy.” I asked for another question to verify my identity—this was not possible. I asked to escalate to a manager—also not possible. The call was abruptly ended, and I was effectively treated as a fraud risk… despite being the actual account holder trying to access support.

Absolutely the worst customer service imaginable. After several emails and phone calls to make sure GIC purchases were renewed correctly and additional GICs purchased only a partial of the request was completed. The response to a complaint letter sent, "we do not consider this a complaint as investments" whatever that means. After 30 years as a customer, I have reached my limit. Would strongly advise anyone considering dealing with RBC to look elsewhere.

We have a GIC with RBC, and I got an e-mail telling me to log in to their Online Banking website to see a "GIC Maturity Notice", but when I tried to find this on the website, it said "We couldn't load your documents, please try again". What is the use of "paper-saving electronic documents" that only save the bank money, and don't tell me what I need to know?

Talk about greed, billions in profit every year and they drop the seniors discount for accounts from 12.80 to 4.00 a month. Will be moving my money somewhere else

RBC has very slow procedures, 2 weeks for holding a cheque, still living in the 80's. Had 3 Car loans in the past few years, information doesn't show up on the website, you have to call every time you need an update.

The mortgage specialist didn't understand their own mortgages offered. Wait times absurd. You need an appointment to withdraw large sum of your own $. So many fees & wrong info from employees. They even got address wrong& our statements were going to someone else! It took me weeks to correct. My credit card went who knows where and I had to reorder & cancel old one twice. So called financial advisors upsell. Avoid this place.

I’ve had one of the most frustrating experiences with RBC’s credit card support. My card was nearing expiration, and due to the Canada Post strike, I proactively contacted RBC three weeks in advance to request that the renewal card be sent to my local branch instead. They refused, saying a card had already been mailed and that sending another would require cancelling my current card—which I explicitly asked them not to do, as I rely on it for critical business expenses. They proposed a workaround: split my credit limit into two cards—60% remaining on the current card, and a new card with 40% to be picked up at the branch. I agreed, hoping this would avoid disruption.

Stay away from this company RBC, I've been hacked 3 x in 3 months. Their security for credit cards, is bogus. This all started when West jet Credit card got hacked in July security breach, now I'm awaiting my new c-card and seriously it's already hacked when I never even received my new CC. I'm on the phone being transferred all over because of all bullshit... What in the world is happening!! I ordered a debit card, and it's been a month. Still haven't received it. This was my 2nd request to order a debit card. Stay away!!! Soon as I can pay my balances I'm out! I asked to cancel the debit card since it's lost in mail. He said no. Can't do that... I'm warning you all... it's not worth the stress.

Horrible customer service. No matter who I've dealt with or what department, they are the worst. I can't put into words how horrible they are. From the local branch, to the mortgage specialists, to the credit card team, NO ONE CARES.

The worst bank ever. Worst customer service. Just the worst. Charging a whole $45 NSF is crazy, don't recommend this bank. Use other banks like CIBC. Even TD is way better than this bank. If I could rate it nothing I would. (This is coming from someone that has used this app for 3yrs now.)

For the last 2 days I wanted to cancel credit card so that interest is minimum and to just pay it down. After I got harrassment calls from RBC that they want to consolidate even though I’m not in arrears and make more than above minimum payment. When I asked the credit card dept to cancel my card and change date to 30th they transferred me to collections dept. Collections ended up talking down to me that I should call credit card. Had to explain how on earth do I get collections number, I was transferred to you then was transferred to the same annoying computer voice and was put back in the queue for who knows how long.

I had a vehicle loan. Ended up trading said vehicle in on Nov. 11, 2024 after dealership and bank made a deal on truck. Signed off on Nov. 11th 2024. Later RBC took me to collections for a few hundred dollars and cancelled my credit cards. They refused to get a hold of dealership about this or disclose the deal they made with dealership. I am in collections with my credit being destroyed over this. The amount they agreed upon was amount that was sent.

I called mortgage specialist out on her mistakes. My concerns were escalated to management. After l called the manager out on her lies they debanked me after approving me for a mortgage. 2 big cry babies that didn't like being called out on their lies and mistakes. So they took their positions to debank me. Never have l seen such abuse and immaturity in such positions of authority! You lost a good client because their feelings were hurt. Lol.

I have been a client for more than 30 years with RBC. I have everything with them, basically all of my eggs in one basket. SEVERAL months ago I went in to the St Albert branch (near Costco) and met with an advisor who provided me with some promising ideas. She then needed to meet with my wife and for us to provide supporting documentation, which was done. It has been several months and I have sent two emails asking for updates and nothing has happened and no calls or emails from anyone has occurred. I guess 30 years doesn’t mean a thing. It’s time to move my days around. Horrible customer service.

Constantly jumping through hoops just to access my own money. When finally decided to leave the bank and called to close my account, I was told there's a $20 fee for doing it over the phone. When I asked to speak with a manager, I was told it would take 24-48 hours. Extremely frustrating experience. Possibly Canada's worst bank, definitely the worst I've ever been with.

RBC horrible customer service. Today I was setting up payees and paying bills online. I logged out. Then I went to log in and could no longer log in... said to phone RBC. I phoned the number, answered a lot of questions and then was told that they could not help me and were referring me to cyber group. I asked how long this transfer would take. Not long at all since this is an in office (line) transfer. Waited 25 minutes. They LIE all the time.

RBC is the worst bank for a business account, one of the worst for customer service, and even the manager is ridiculous! Please do yourself a favour. Go ELSEWHERE. Poor customer service and manager can't even do anything!!

Horrible service at the branches, their system is designed to rip you off on fees. Last year they sent me an important notification by mail during post strike. It cost me an insurance policy cancellation.

Impossible to get hold of a person. Their computer is all you can get on the phone and it's useless. All their listed numbers go to it, it's not helpful and I can't get past it to an agent. Can't sign into my bank using the password I use every single day of the week and now suddenly it's not working and I can't reach them to get it fixed, and their reset is not functional.

44 years with this horrendous, outdated and pretentious 'bank'. Horrible and disgraceful customer service. Absolute joke for trying to get help on the phone. Tellers are disinterested and aloof. Can't wait to finish getting rid of every account and moving it all to East Coast Credit Union. RBC should be shuttered and buried.

I'm not a fan of RBC. Most of my family deal with Royal bank. But I'm a fan of rbc either or is my wife fan of rbc. Both of us think that royal bank smells like a hospital.. I never had good Experience with them or did my wife either. I'm talking the royal bank in Fort Erie Ontario.

Royal Bank Financial advisor had 65K in an account for more than three months earning 1/4% while charging me a management fee of 1.25%, he thought this was executable, needless to say the account was closed.

June 13, 2025 I visited RBC at 290 West Mall branch, Etobicoke. I wanted to deposit thousand US dollars to my account. However, RBC customer service told me that one a 100-bill has slight color change and can't take it. I asked if it is fake money or not. They answered no. I told, "Why not accept it, nothing is wrong with that," and actually I took this a100-bill from another RBC. Manager, yelled that I should return to that branch. I did not get it, maybe new policy?. Anyway, feeling disappointed with this service (it is not first time at this branch) I went to different branch.

I had issues with my RBC business accounts since Jan 25. I moved all my business activities from TD to RBC recently. I have two mortgages with RBC. I have several business accounts now that are not linked and seem to be impossible to link and consolidate. This is affecting my access to accounts and my daily business activities severely. Calling RBC general inquiry line has not helped. Filing a complaint through my profile remained unresolved. Also offering me RBC express service at extra costs for issues that were not initiated from my side is not a resolution was interested.

I needed a new business bank since I was sick and tired of dealing with kindergarten banking at WFCU. RBC was the best recommendation. Canadian banking is stuck in the 80s, but this experience is the worst I ever had:

I’m beyond frustrated with RBC. I have an RBC Virtual Visa Debit card that I regularly use for online purchases. In the past, I had no issues — each transaction gave me the option to receive the authorization code via text or landline. Now, that’s changed. The system only offers the text option, and it's trying to text my landline number. I don’t have a mobile phone, so I can’t receive the code. I called RBC to fix the issue, and they told me they can’t correct the number or offer an alternative method. Instead, I now have to call them every time I want to make a purchase — which is completely unreasonable. To make matters worse, when I asked to speak to a supervisor, they refused to escalate the call. This is unacceptable customer service, and I expect a real solution — not a workaround that makes online banking nearly unusable.

If I could give negative numbers I absolutely would, I have been a customer at RBC since I was 12 years old. Bringing my time with them to 31 years. As far as banking in Canada goes there are no good options. But RBC is one of the worst. They have lost sight of what customer service is, they do not care, there policies screw over innocent people, and their policies when a loved one passes are designed to scrape as much of the estate from the family as they possibly can making them nearly impossible to deal with unless you walk in shouting like a raving lunatic.

This bank is not caring about the clients. Only caring about taking control of your money. The staff is blatantly rude especially at the Main street branch. And the security is terrible as they do not screen properly etc. This bank is the worst bank I have ever dealt with.

I was on the phone with Royal Bank online security trying to send an e transfer for 2 days. They are idiots who talk over you and transfer to the wrong department etc. I've talked to online security twice today for a total of 3 hours. The app even asked if it was ok to send the money...twice. And it still failed.

If you are booking a flight with your RBC reward points make sure to check their luggage allowances as their flights is more expensive and also does not includes your luggage. I paid $520 Canadian for one suitcase 19 kilos of weight. 27.37 per kilo. It was nothing about their luggage when I booked it. When I called and complained they were very rude and hanged up on me. The worst customer service and Travel agency that RBC use for reward travel. However, I never had any good customer service with RBC.

Constantly being transferred from department to department, over and over. Once I got to the correct department, the first person didn’t complete the request properly. Had to phone again and after the typically transfer shuffle, finally had an Employee, Henry in Cyber, that actually knew what they were doing. 4 hours to do 30 seconds worth of tasks on a blocked e-transfer. Can’t wait for AI to replace the lot of them…

OMG 😲, They have worst customers service in bank or when you calling on phone you must wait for 2, 3 hours continue for reply. They haven't fast service like TD BANK. And chatbot oh my God, have no answer for me but always repeat same answer again and again. Please I suggest you don't open any type of account with RBC. I have experienced with TD Bank is most popular and # 1 bank in Canada with lower fee and opening hours. Thanks guys.

Trying to talk to an actual human at RBC is like trying to summon a unicorn during a thunderstorm, impossible and slightly insulting. I called in with a simple question, only to be greeted by their overly confident robot gatekeeper, who clearly hates humans. After looping through the same lifeless prompts for 10 minutes, it just hung up on me like I was the problem. RBC, if you're going to replace your customer service with AI, at least make sure it knows how not to rage-quit mid-call. I'd have better luck yelling my questions into a toaster. Absolutely infuriating.

What a horrible experience trying to talk to someone. My credit card statement is 1 week late being posted and I needed it. After various attempts to try to get the automated telephone system to talk to a representative, the best I could get was a message to go online to make an appointment, before the system rudely hangs up. Eventually I had the idea to tell the system my credit card had fraudulent activity on it to get through to someone and it worked... so that is my suggestion to get to talk to a customer service representative. Turns out they are having technical difficulties with their system... which happens all the time and they told me to just wait a few more days. Great solution, when I need it now.

When you call RBC in Toronto 800 number you bounced back and forth between the press this and say that before you are even transferred to "desired" department/location. Then, because I think Royal Bank outsourced their customer service, the line is answered by someone who is homeworking and you hear silence and instead you hear kids and probably wife/husband talking to kids and water is running and then you kinda wait and then you hang up. So what I think happens, the so called live agent, picks up the phone but not responding on purpose and then after you hang up they have a registered call and so it goes. Do nothing, collect money and pretend you do your job working for Royal Bank customer service. It's actually unbelievable and happened to me few times. Way to go RBC.

I rarely write reviews, but my experience with RBC has been so frustrating that I feel compelled to warn others. If you're considering signing up for a new bank, steer clear of RBC! From the start, the process has been a nightmare. Transactions take days to go through, which has led to a barrage of NSF fees that seem to multiply overnight. It's infuriating to watch your account balance dwindle because of delays that are completely out of your control.