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Business Profile

Bank

Royal Bank of Canada (Client Care Centre)

This business is NOT BBB Accredited.

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Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 25% of complaints as a representative sample.

Complaints

This profile includes complaints for Royal Bank of Canada (Client Care Centre)'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Royal Bank of Canada (Client Care Centre) has 147 locations, listed below.

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    Customer Complaints Summary

    • 341 total complaints in the last 3 years.
    • 100 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/05/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The Royal Bank of Canada (RBC) made unathorized changes to my bank account. The RBC is refusin to reverse the changes even while admitting that an error or an omission may have occured.

    • Initial Complaint

      Date:01/05/2025

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dear Better Business Bureau,

      I am writing to file a formal complaint against RBC (Royal Bank of Canada) regarding my credit card and line of credit accounts. I currently owe over $30,000 across these accounts.

      Since December 2024, I have made several attempts to contact RBC to discuss setting up a payment plan due to my financial difficulties caused by losing my job for several months. In January 2025, after returning to work, I contacted RBC again, hoping to arrange payments in installments. However, despite my efforts, I was repeatedly given different phone numbers for case handlers who never responded, and I was unable to get in touch with anyone who could assist me.

      Now, I have received a call from RBC’s Credit Recovery Department, and they informed me that they would not accept installment payments and are demanding full payment. If I am unable to pay the entire amount, they have threatened to place a lien on my property.

      This situation has caused me significant stress, and I feel that RBC is not offering me a fair and reasonable solution. I am requesting that the Better Business Bureau assist in addressing this matter, as I am willing to cooperate with RBC to find a fair resolution but need their cooperation as well.

      Thank you for your time and assistance.

    • Initial Complaint

      Date:27/03/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In my experience, RBC has good products and services, and I’ve dealt with a lot of nice people there too. However, if you need to perform any transactions over the phone, **** *** ** ******** ********** They used to verify your identify using voice recognition and by allowing staff members to ask you security questions. Those were the good old days. Now their computer asks ***** random questions that I can’t even find the answer to. Questions like when was the last time you used an RBC bank machine and how much did you withdraw? That was probably months ago. How would I remember? They then ask what street my home branch is on. I don’t know. I’ve dealt with many branches and the last one closed down. I have no idea what they would consider to be my home branch. In the old days, I could discuss this with a real human being and they could ask me questions that made sense* *** *** *** ****** **** **** *** ******** *** *** ******* ** *******. Oh, yes, I then asked who I could speak to or complain to about this issue, and I was told that I cannot be given that information because they couldn't verify me. So I've dealt the RBC for over 10 years, and now all of a sudden I can't talk to anyone because their computer requires their staff to ask me silly questions that I don't know the answer to and they can't choose different questions. **** ** ** ******

    • Initial Complaint

      Date:24/01/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:21/01/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:24/10/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:23/10/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:16/10/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:09/10/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:19/09/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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.

    Royal Bank of Canada (Client Care Centre) is NOT a BBB Accredited Business.

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