We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Bank

Royal Bank of Canada (Client Care Centre)

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bank.

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

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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:08/01/2024

      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.
      I called rbc bank as POA on an account,
      We misplaced the client card and wanted to status card as lost so no one else can use it. She proceeded to say I could do nothing else and had to visit a branch. I want to speak to someone so I could have my card locked for the time being so my funds can’t be touched.

    • Initial Complaint

      Date:05/01/2024

      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.
      On October 4, 2023 I called RBC to obtain the exact amount of money I owed on a car load I had with them. They advised that day my balance was $18,143.24 and I advised them I was paying off the car. I then went to my bank and had a cashiers cheque made to that exact amount on the same day and then went to an RBC bank and spent almost an hour with the teller depositing the cheque to close the account. The entire time making it very clear this is to pay off the entirety of my loan
      On October 10, 2023 RBC took a loan payment of $276.80 out of my account. I called immediately and was advised I should have told the teller to put a hold on my account while this cheque cleared. Never having banked with RBC I wasn’t aware I had to communicate this. I was then advised by the man on the phone that a refund would be issued via cheque in the mail. Being this was the last $300 in my account and I needed groceries I simply couldn’t wait for this cheque. I called my bank **** and advised them of what happened, they understood and agreed it was ridiculous and reversed the charge putting the $276.80 in my account.
      Since this time RBC has been calling is telling me I owe them money. They ****** me and my husband calling multiple times a day, sending threatening letters advising they will seek legal action. I’ve contacted multiple departments, explained the situation multiple times and consistently told they’ll look into it and when they call me back they provide explanations that don’t work mathematically or date wise in my simpleton head.
      Ive checked my mail daily for this cheque they supposedly sent and as of today have received nothing.
      *** ******** *** ********* ********** **** *** *** ************ *** ** ****** **** **** * *** ******* **** ***** ****** ** ****

    • Initial Complaint

      Date:03/01/2024

      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.
      I just discovered an unauthorized amount put through my bank account on my **** Debit card, I reported it to the bank and was told they couldn't reverse the amount even though it put me in an overdraft position but I don't have an overdraft on my account. Apparently it was put through from ******* for $853.64 which resulted in over draft amount of $543.16 but I don't have an overdraft on my account for any amount but was told that the bank allows these transactions for businesses like *******. I had $310.48 in my account before they authorized this fraudulent payment. I have spoke to an number of employees in the client services and fraudulent departments and was told they would have to look into it but it could take 15-20 days to resolve so I cannot pay my other bills at this time. They suggested I call ******* to have them reverse the transaction immediately - I can't find a number to call them about this situation. They have cancelled my **** Debit card and will send me a new one in the mail, but I still have my client card. I cannot understand why the bank would allow an overdraft when I don't have one?

    • Initial Complaint

      Date:07/12/2023

      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.
      Commencing on or about September 28th 2023, I fell victim to a multilayered scam operation orchestrated by “******* ******** *******” (the “Company”), with the design, development, manufacture, promoting, marketing, distribution, labeling, and/or sale of ******* *** ******** ********** “investment services," all of which aim at contributing to the goal of ******* *** defrauding clients, through a predetermined cycle of client losses to gains.

      Customer Answer

      Date: 11/12/2023

      Dear Sir/Madam,
      The goal of this letter is twofold: first, it aims to establish that a duty of care has been breached, inasmuch as you have
      failed to perform adequate due diligence and/or have not acted in a reasonable and prudent manner to prevent foreseeable
      substantial damages that I have suffered as a result of a fraud. Second, it shall serve as a formal written demand for
      reimbursement based on the aforementioned grounds, among others.
      A comprehensive analysis of fraud prevention suggests that by processing atypical, non-routine transactions, and/or by
      being aware of other fraudulent schemes similar to the one alleged herein and/or ignorance of obvious warning signs of
      fraud, you have engaged in/ is a pattern or a practice of wrongful and negligent conduct which has enabled the commission
      of a fraud that resulted in my financial and psychological damages. The facts and details concerning the actions in question
      are set forth hereunder.
      OVERVIEW
      ? Commencing on or about September 28th 2023, I fell victim to a multilayered scam operation orchestrated by
      “******* ******** *******” (the “Company”), with the design, development, manufacture, promoting,
      marketing, distribution, labeling, and/or sale of ******* *** ******** ********** “investment services," all of which
      aim at contributing to the goal of robbing and defrauding clients, through a predetermined cycle of client losses
      to gains.
      ? Money was transferred from my account via wire transfer through an intermediaries named ******** ********,
      Etransfer and ******. Also, I withdrew cash, and used the Bitcoin ATM. Total amount lost is 25,731.49 CAD
      and 223.61 USD, and it all happened while I was utilizing your services.
      ? Additionally, it is vital that you will immediately take all actions within your power to remedy the situation,
      whether by raising recall in respect of the transactions in question or reimbursing me and crediting my account,
      for the full amount of these payments, in the total amount of 25731.49 CAD and 223.61 USD!
      ? This letter shall thrust into the spotlight, inter alia, the increasingly important role financial institutions play in the
      fight against financial crime and fraud, and the pressing need for higher levels of supervision and vigilance within
      your organization.
      ? Had you looked at the wider circumstances surrounding the above-referenced transactions, this illicit transfer of
      wealth could have been prevented.
      ? Executing transactions without proper authority is not only a severe regulatory offense but also an irresponsible
      and reckless disregard of the customer’s financial safety.
      1 FCA: “A more effective approach to combating financial crime” (21 September 2016)
      ? Against this background, and without derogating any of my rights, I hereby hold you liable for financial and
      emotional harm ** **** ** ******* ************* relating to this victimization and insist that you reimburse my
      account in full within 14 days from the date of this letter

    • Initial Complaint

      Date:13/11/2023

      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 was offering an **** for new clients. I signed up for the account to move my banking to them.
      I signed up on line and was approved, I went to the branch to show ID and was approved by the tellers there and was told I need to do the qualifications and I would get my ****. I added my payroll and added 2 bill payments. That’s what I was told to do and it met the qualifications.
      14 weeks go by, I call because I haven’t received an email about my ****. I call and speak with someone for 45 mins. They escalate my concern.
      A few days later, I get a call from the RBC in Hamilton telling me I do not qualify. I said that I had done everything I was told and then I was approved prior to signing my payroll over. She told me because in 2019 I opened an account and then closed it, I didn’t qualify. I never used the account, I didn’t even receive a debit card because I canceled the account and went with another bank. I didn’t even know there was an account that had fully opened at that time and no one told me that would hold me back from getting the **** offer. In fact everyone I spoke with told me I had qualified. She said that wasn’t her issue, and she can’t do anything about it.
      At this point, I would love to have the ****, but it’s more of the principal. I switched over all of my banking information under the ***** pretences of receiving this item only for a multi billion dollar industry to say no because I’m an account that was never actually active, * **** **** *** ***** *********** *** *** **** **** I went into a branch to show ID for the service and was not told anything and yet they took my money for monthly charges and allowed me to sign over all of my billing and payroll ** **********

    • Initial Complaint

      Date:25/10/2023

      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 made a purchase for an ****** from the ***** website with my RBC credit card, but I didn't like its performance, so I returned the order to the merchant, it has been months, and the merchant still hasn't refunded me, so I filed a dispute and sent all the supporting documents to RBC on February and they had provided me temporary credit.
      I never received any calls or emails, so I thought this matter had been solved, but in August, RBC Re-applied the charge on my credit card, and I didn't know until September, So I contacted RBC about this charge immediately when I found it, they told me because I didn't response them so they have closed the case in merchant's favor, I spent hours with RBC to prove that they never contact me, but they told me once the case has closed, they can't provide any further assistance.
      The other thing is, they never contacted me about it, they just re-applied the charge to me after SIX months, and the *** site tracking information only saves for 120 days, so all the record has been erased and only RBC has the documents which I sent to them on Feburary.
      Contacted RBC about this matter so many times and the problem still remain unsolved.

    • Initial Complaint

      Date:17/10/2023

      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.
      **** ***** Rewards Refund Inquiry Inc. ************* filed in July2022 on my behalf. Regarding Cad$5342.87 that RBC OWES ME! ** finally paid the above amount on 18 AUGUST 2023 for ticket Nr. ************* issued 19 Dec . 2019 for a Covid related cancelled ** flight in April 2020 to South Africa. ** paid this amount Into a RBC Rewards ********** on 18/8/2023 Nr **************** that is NOT MINE! They send me the snip for Ticket nr. ************* paid on 18/08/23 and said they regarded ***** Rbc as my travel agent . * ** ****** *** **** No Response from RBC after sending Rbc customer relations 2 emails! They owe Me my money!

    • Initial Complaint

      Date:06/09/2023

      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 had a small business loan back in 2015 witch was paid off in 2018. RBC never removed the lien and renewd the lien in 2020. I have sold the assets of the said company on Aug.1st 2023.
      I along with my lawyer have phoned the bank *********** number at least 15 times, talked to 4 different managers at several branches, but still get the same answer:that the lien has been removed!? but the lien is still current at the Aberta registrey every time we check. ** ***** *** **** **** *** **** ** **** ** ****** *** **** *** ** ******** *******I have used every mean availabel to me to deal with RBC.
      the deal involve other bank and lawyers and business partnersfor this process to take place and is costing thousands of dollars and legal issues.
      *** *** ** ****** ******** ********* * *** **** *** **** *** ***** ******** *** ******** ******* *** **** *** ******* ******** *** ****** ** ***** **** ** *** ****** **** ******** ******* *** **** *************

    • Initial Complaint

      Date:31/08/2023

      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 August 4 I transferred $2910 via a International Money Transfer online. To date no one knows where the money is, the recipient and their bank has provided picture evidence that no deposit has been made into the account. RBC said to wait 10 days then ask for an investigation, I did this. It states someone will contact me within 10 days of to provide me an update. No one has contacted me and it is 5 days after the 10 additional days they requested. I need my returned to me in whole or for the transfer to go through ASAP. Please help me get my money back - RBC keeps passing me around and no one will help me.

    • Initial Complaint

      Date:28/08/2023

      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 cannot make contact with this company RBC (Royal Bank of Canada) as there is no means of getting past the virtual robotic telephone assistant to talk to a real human being.

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.