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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:22/08/2023

      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.
      We paid off our vehicle loan on July24/23 at ****** RBC. As of this date, it still shows owing. There is still a lien on the vehicle and our credit rating will reflect missing payments. We refuse to let a payment go through on a loa. We don’t have.

    • Initial Complaint

      Date:18/08/2023

      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.
      we updated our mailing address 3 times in the bank and they did not do it properly. my and my husband direct investing accounts have been frozen by the royal bank. they refuse to unfreeze them. Their excuse is they don't have my address. I get 3 different statements mailed to me regularly. I finally got an employee at call someone to fix it and one of her security questions was what specific type of investment account. I don't have that information and can't get it cause I am locked out so they are going to keep our $28000.

    • Initial Complaint

      Date:16/08/2023

      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.
      I recently signed up for RBC ***** **** Infinite Business credit cards.
      However the card has been added to my profile incorrectly and I am not able to log in, sign up, and browse or redeem rewards on ***** website. In addition, credit card summary information such as current balance and remaining credit on RBC online banking site is incorrect.
      Called their support on June 6 and they acknowledged there was an issue that needs to be looked at by their tech team and opened a ‘ticket’ with that team.
      2 more calls later, 1.5hrs in total on the phone with RBC and the problem is still not resolved to this day. No update from tech team on the ‘ticket’, a complaint with RBC customer support center **** ************* opened and immediately closed on July 22 without action or resolution. It was just an acknowledgment that I complained about lack of action or update on the issue.
      Given that RBC charges annual fee for this reward product I believe they should fix the bug in their systems to ensure I can use the rewards and have correct information displayed on online banking website.

    • Initial Complaint

      Date:16/08/2023

      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.
      I have contacted RBC about my US Dollar **** **** which currently has a 17 cent credit on it for which I'm receiving statements. I don't want statements and I'd like the bank to simply keep the 17 cent credit to bring the statement balance to zero and cease sending me statements, as I closed the account last month.

      I've spoken with the people at RBC **** and they told me they could arrange an appointment at a branch for me to meet with someone to do this, since I closed my account? *** ** ***** ***** * **** **** **** ** *** ******** ** *** ** *** ****** ** ** *****  
      Why will they not do as requested:

      Keep the 17 cent credit on the account
      Stop sending statements ** ** *** **** ******* *****
      This is all I'm asking the bank for * ****** **********

    • Initial Complaint

      Date:14/08/2023

      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.
      I opened a car loan in RBC in September 2022 for my new car. Unfortunately this car was totalled on Jun 01, 2023. My insurance company sent me a cheque with both my name and RBC. So I deposited the cheque in the RBC branch in Woodside Square on Jun 28, 2023. Now 2.5 month passed and the loan is still opened. I have to pay two car loan at the same time which cause me out of my financial plan. I called RBC many times and the answer is always being processed. I don't think it will take so long to just close a car loan. My previous car loan was closed within 3 days.

    • Initial Complaint

      Date:11/08/2023

      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.
      Hello,

      I am filing a complaint on behalf of my parents, ****** ************ *** ***** ******** ********. I am their daughter and I have their power of attorney. My mother made 4 wire transfers of $2500 over the period of April 10th-13th, for a total of $10,000. The transfers were from RBC Canada to Bank ** ****** in Rwanda. It is now August 8th, and they have still not received the money.

      I have made multiple attempts to call, talk, and email multiple RBC representatives to understand what happened with the transfers, and asked for the transfer information that went through ** ****** - however, I have not yet received this information.

      Here are the transaction numbers from the online RBC account:
      - April 13th, *************** - $2500
      - April 11th, *************** - $2500
      - April 10th, *************** - $2500
      - April 10th, *************** - $2500

      This is why I am now seeking your help.

      Best,
      *********

    • Initial Complaint

      Date:11/08/2023

      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.
      There is a fraudulent transaction of $394.35 which was posted to my RBC account that I disputed in April which was resolved then. RBC re-posted the transaction to my account 3 months later despite the fact that I closed each of my accounts with them resulting from the abysmal customer service I received. I was advised today that their fraud team may have deemed this to be a legitimate purchase and that I would need to contact them during business hours. This was not a legitimate purchase - it is fraud.

      I paid the 10$ minimum to my account today just so that my credit score wasn't negatively impacted by a late payment. If my credit score goes down, I will also be requesting a correction to my credit report.

    • Initial Complaint

      Date:11/08/2023

      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.
      Spoke to Woody on the phone right now who decidedc to hang up on me after I notified him of the countless times im hung up on and dont have much respect for RBC Agents anymore due to that.

      Bout 2 weeks ago i tried filing chargebacks to which the bad phone agent tried denying me for unreasonably. He tried claiming with no rationality or reason that my dispute waas invalid. He was a Advisor, not even part of the disputes department.

      Before that I tried many others times to which super long phone waits, and agents hanging up after. Its happened at least 10 times now in my experiences with your company RBC.

      For years agents have been hanging up on me and messing up chargebacks. They tell me to file them online, even though you guys have me blocked in the online disputes. Ive tried multiple computers and phone and theres always an error. When manually reviewing the Requests inside of the ****** Developer Tools, the response coming from your servers is indicative of Blocking from the Status Code returned, and not any issue on my end. So yes I have verified this with my technical expertise...

      If I am hung up on, and theres errors online, what should I do? Why is what seems like at least 35% of your employees have attitude problems? I need these chargebacks filed regardless if its past the date now because that is YOUR FAULT. Really getting on my nerves keep it up and ill notify the world how terrible my experience with RBC was and will keep that stick up my butt for the rest of my life telling people about you guys on review sites, IRL and anytime time I can really. The amount of ****** *** you guys have built up in me over the years will not die anytime soon.

    • Initial Complaint

      Date:02/08/2023

      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 Sat, July 22, I went into the Nun's Island RBC to send Canadian dollars from my RBC account to another Canadian account. On the instruction sheet provided to the staff member, it clearly states "domestic wire transfers, *******, and online bill transfers (OBTs) are not yet supported". But the staff sent a wire transfer (which as a consumer, I had no idea as I trusted the bank staff would know what they are doing.)

      By Wed, July 26, still funds are missing. So I went into the Plateau branch that I was closer to in the morning. They had no idea how the money could be missing. They called the Nuns island branch to call me back. Couple hours later, I realised that a wire was sent (as I was charged $45 for it) and it would have not worked. I went back to the Plateau branch and filled for a cancellation.

      I asked the staff to file a complaint since my company and I are risking a few important relationships with our vendors from this major delay. The staff told me to call in. I called in. They took the complaint *************** 5 minutes later to call me back to say I have to go into a branch.

      Since Wednesday, I've left the Nuns Island branch manager a voicemail, email and ******** message and still no call or update.

      9 days later. Still no update on the funds, nor a call for update.

    • Initial Complaint

      Date:26/07/2023

      Type:Product 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 ******* RBC credit card with no annual fee in the first year. I had a family emergency and needed to travel overseas and hence did not cancel my credit card timely. RBC charged me an annual fee of $119 on April 1, 2023. I phoned RBC on April 22, 2023, to cancel my credit card. That time, the customer service representative on the phone promised RBC would refund me most of the annual fee, given I cancelled my credit card not too long ago after the start of the cycle. However, RBC never did. I visited the RBC branch ********* ****** on June 2, 2023, and later, the branch said they declined my refund request. I filed an official complaint ************** with RBC Fulfillment Centre on July 7. They called me on July 13 and claimed to have left me a voice message with direct contact information, which I never received. I need direct contact information to follow up with RBC. I later called RBC Fulfillment Centre again on July 14. They couldn't look into any further details of my case, and I asked RBC Fulfillment Centre to leave a note again suggesting the person looking into my case contact me again by email as I cannot contact them. It has been over a week, and I have yet to be contacted again by anyone from RBC. I am demanding RBC refund me the complete annual fee of $119.

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

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