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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:20/07/2023

      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.
      Requests were submitted started on 26 June 2023. Request started with a request for a letter for the lien on my vehicle to be exported to the USA.

      After multiple attempts calling and going to the branch RBC did not complete my request. I had to then take out a loan from work (I’m military and posted to the USA temporarily) at a higher interest rate to pay off the loan.

      I submitted the request and funds to pay off the loan on 6 July 2023. As of today, the loan repayment has yet to be actioned and the request for a letter to export the vehicle with a lien has not been actioned.

      In accordance with my loan agreement, I can pay off the loan at anytime. Despite requesting the loan to be paid off, RBC has not actioned the request which is authorized in the loan agreement and I’m now paying interest on two loans for the car.

      Payment on this loan should have been actioned shortly after the request. RBC stated that the loan centre was “backed up” and wouldn’t be able to process the repayment request in a short amount of time.

    • Initial Complaint

      Date:20/07/2023

      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.
      July 14th, 2023
      Waiving off $4 per month account fees

      RBC has a multi product rebate program that waived the monthly fees. I always had multi products with RBC but I didn’t have the minimum balance required for TFSA account. Last month, I contacted the RBC call centre and asked them to transfer money to TFSA. They transferred money but also enrolled me in the value program and told me this is required to transfer money to TFSA. They also ensured no fees would be deducted from my account as I meet the multi product requirements.

      After a month, RBC is still deducting monthly fees. I contacted again and RBC is now saying I don’t qualify for multi rebate because I am enrolled in value program. Not I have to complete different criterias to get my monthly fees waived. I would like refund of my $4 and would like to opt out of this value program. I trusted RBC to solve this issue and they broke my trust by forcefully enrolling me into value program.

    • Initial Complaint

      Date:18/07/2023

      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 am from the U.S., and have a checking account with Royal Bank of Canada (Acct# *******). I am writing to make formal complaints against the Royal Bank of Canada.

      ***** ******** ****** *** *** **** ********* ** *** ****** *** *** ******* ****** *** your security flag was totally a false alarm. It was wrongly flagged from a check deposit (I did deposit my husband's checks five years in a row (with his authorization and signature -- suggested by RBC's agents, a normal behavior). So, it's NOT something new this time -- a NORMAL behavior. Most importantly, his check was cleared just fine and deposited successfully. And RBC's investigation also showed that there was NO issue involved, whatsoever.

      Furthermore, all other deductions/scheduled payments were also processed fine in my account at the same time. How could RBC have just "selectively" canceled and deleted that scheduled, important, and critical payment *** *** **** ** **** ******* ***** **** *** *** **** ** ***** ** * *** ** *** ********* **** *** *** ** ******* **** **** ******* *** ************* ** ****** **** ******** ****** totally without warning and any of my knowledge ?? (Additionally, RBC wrongly blocked/took away my access !!) Therefore, it was RBC's system flaws/system fault to have caused my late payment and a penalty of $231.91 **** *** **** ** **** ******** NO excuses in ANY circumstances, whatsoever!

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

    • Initial Complaint

      Date:11/07/2023

      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.
      Royal Bank will not take my account off hold over the phone and I am in the hospital and I am not able to do a virtual video call. I have tried twice to ask them if my daughter can come in on my behalf show her id etc. and I just keep getting told no or I have to pay out of pocket for a power of attorney letter to have her do business on my behalf. The issue is I cannot access my funds to pay rent and this is making me behind. I understand the bank has measures in place but I can verify my identity over the phone and I believe this is the only way I can do this at this time. If this is not resolved I will be forced to move my retirement funds from this account as I am working with $0 and I have to rely on family to support me as I cannot access MY funds.

    • Initial Complaint

      Date:11/07/2023

      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.
      Hi,
      I have bank account with Royal Bank of canada more than 10 years. Due to health issues i was not able to visit branch and in and out of country. RBC has blocked my account. Upon inquiry no information was given. I visited branch but no information. I have lost my IDs, i have visited branch with my previous ID and police report with me, but no one helped me and asked me to bring more information. I informed them that i am out of funds and for me in able to make any ID i need to pay ******** ******* * **** ****** ****** **** ** ********* ****** *** ******* ** ***
      I have funds in my account, i need to access them. I need to get this matter resolved as it is affecting my day to day life.

    • Initial Complaint

      Date:14/06/2023

      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.
      Have spent 5 days trying to access my account while in a remote location no where near a bank. Set up an apt to be verified, had it and still my account is inaccessible.
      This has cost me 3 missed bill payments now totaling 144 in NSF fees for payments that should not have been rejected.

    • Initial Complaint

      Date:13/06/2023

      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.
      RE: Complaint against RCB **** 
      RBC allowed a transaction passed the **** account closing date.

      Closed January 31, 2023
      Transaction date Feb 4-6, 2023 from ***** automatic subscription (which I cancelled online prior to closing the accounts. I was unaware of this transaction occurred until May 26th when RBC collections called me for payment.

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

    • Initial Complaint

      Date:12/06/2023

      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 new bank account with RBC and after few months RBC has giving me hard time about transferring large amount of money to my account. Then they freeze my account. They accused me of doing something bad in my previous bank *** I was surprised by this, and I did not do anything illegal. They kept me in the dark and frozen my account so that I could not spend the money. This is my hard earned money and it's not fair to accuse me and freeze my account. My account has been onhold for sometime now, and the manager does not promise anything and just keeps in the dark.

      I have asked to release my fund so I can use the money but it's unsuccessful.

    • Initial Complaint

      Date:07/06/2023

      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.
      They constantly take either too much or take money out on the wrong date. This has causes several NSF fees generated by my bank. RBC has reimbursed me for the majority of them but still owes me $48 for an NSF fee from March which they agreed to pay.

      I was $595.22 in arrears and had a payment arrangement for one payment of $297.61 to be taken on June 2nd, 2023 and the remaining $297.61 on June 16th but the entire balance was taken on June 2nd which I had not agreed to nor is noted on my file.

    • Initial Complaint

      Date:16/05/2023

      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 student account through RBC for when I was in college and i graduated back in 2016. I recently found out because my dad co signed on my student loan and was able to see the details of my account that RBC has been systematically ******** money from me for the past 5 years in monthly service fees. In mid 2017 they changed my account so that it would be charging me the maximum amount of monthly service fees (10.95). This has continued on since 2017 without my knowledge. In total RBC has ****** 900$ from me in monthly service fees.

      Nobody from RBC contacted me about modifying my account so I wouldn't be charged these fees nor did they notify me that they modified my account details so that there would be a monthly fee taken from my account.

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

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

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