Reviewed April 7, 2026
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.
The reason for my call was simple: I needed guidance on how to pay off a balance and understand my options. Instead, I was blocked by the system and denied any real assistance. I later called a branch and spoke with someone who was helpful and explained the security controls, but by then the damage was done. The experience was already negative, stressful, and completely avoidable. Being locked out of your own account, denied escalation, and hung up on is unacceptable. I will be closing my accounts with RBC and sharing this experience on other platforms. Customers deserve better access, better support, and basic respect—especially when they are trying to manage their own finances.
Reviewed March 16, 2026
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.
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Reviewed Feb. 25, 2026
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?
Reviewed Feb. 14, 2026
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
Reviewed Dec. 18, 2025
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.
Reviewed Nov. 11, 2025
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.
Reviewed Oct. 26, 2025
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.
A week later, I followed up, only to be told the new card had been sent again via Canada Post, despite my clear instructions. I was understandably upset. They promised to send another card to the branch. I called again a few days ago. Turns out no card had been sent at all. The agent reassured me he’d send one and confirmed my current card would remain active until the end of the month. Now I’m receiving emails that my card has expired—which means someone cancelled it, despite my repeated requests not to. This has turned into a nightmare. I’ve spent countless hours updating payment methods across accounts to avoid disruptions. RBC needs to take accountability and ensure that what they promise is actually followed through. This level of miscommunication and disregard for customer needs is unacceptable—especially when it affects business continuity.
Reviewed Oct. 21, 2025
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.
Reviewed Oct. 15, 2025
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.
Reviewed Oct. 12, 2025
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.)