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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:02/07/2024

      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 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

      Date:04/04/2024

      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 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

      Date:02/04/2024

      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'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. ** ****** ** **** ** *** ******* ****** ***** ***** ** **** ************ * 

    • Initial Complaint

      Date:02/04/2024

      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.
      RBC has *********** *** without my consent, ********* money from my savings account. I am filing a formal complaint for compensation and immediate transfer of the payment back to my account.

    • Initial Complaint

      Date:01/04/2024

      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 wish to register a complaint regarding RBC Royal Bank. I requested an international money transfer to my U.S. account, which was never received. RBC kept my money and refused to credit me back. They attempted to charge me an additional $25 to simply look into it. * **** ****** ** *****  ** ********* ***** ******** ******* ** ********** Their automated phone system frequently hangs up on you, their associates cannot call you back if they disconnect, and you are constantly transferred around.

      I had a issue in the past with RBC, where I cancelled a credit card, and it was near impossible to continue to make payments on the remaining balance as I kept being told "you cannot make payments because the card is cancelled."

      Thank you,

      ******

    • Initial Complaint

      Date:01/04/2024

      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.
      Credit card was never sent, all the agents tell me conflicting information

    • Initial Complaint

      Date:23/01/2024

      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 called online service center to close my account with RBC in back August 2023.
      They requested to visit any branch to do it.
      I visited branch to close. They asked me to sign the paper , and made my balance "0"
      and told me "your account closed" so I discarded my debit card. That was a successful closure.
      But that account was still open. they still charge interests and other fees.
      What is going on in the bank system.
      So weird.

    • Initial Complaint

      Date:10/01/2024

      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.
      They sent my Car to Credit Collections (*** ***********) after I paid it and received a payed in full statement on September 7th. Now it will not release from Collections and their data.

      Secondary issue, They placed a Lien on my business Vehicle that I am looking to sell and the transaction can only be complete once the Lien is removed and the documents can move over to the new owner. I also cannot pay off the loan unless I sell the Vehicle first as my business currently does not make any income.

      The only solution is to sell the vehicle first so that I can pay off the loan in full. Otherwise I cannot afford to pay them. So the vehicle must be sold first.

      I have attempted several times to explain it to them however they do not seem to understand the only resolution is remove the lien so that I can properly sell and then with those funds I can pay the loan off.

    • Initial Complaint

      Date:10/01/2024

      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.
      My Consumer proposal was completed May 25th, 2023. I have been trying unsuccessfully to have this reflected on my credit report by Royal Bank. I have sent ******* the legal documents they required to have it corrected several times. They have agreed and changed it, only to have it changed back at the start of the next month. I have contacted Royal Banks Collections office by phone and email. They claimed two months ago they were unaware of the proposal completion, despite accepting payment and putting it on my credit report as a regular payment - which will leave the R9 on my record longer. They have now altered the Consumer Proposal payments to appear as monthly payments. Court documents prove otherwise.

    • Initial Complaint

      Date:10/01/2024

      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.
      The sign on the door says that we can get access to the back machine at 8am, and I have been to this machine three times in three week and 9am and it still is not open, * ** * ********* *** **** ** **** ***** * ** ** *** ***** **** ** **** ** ** ***** ******* the bank machine I am referring to is on Concession Street in Hamilton, if it says it will be open at 8am I expect it to be open at hat time

      ******* *******

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

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