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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:15/05/2023

      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.
      On May 2nd, 2023, I was charged an unwanted monthly fee despite opening a no-fee account. The bank was unable to determine who, why, or when the account was changed, and yet they charged for each transaction and the monthly fee, even though the monthly plan includes free transactions. The advice center, branch, and home branch all failed to provide a solution, and their unprofessionalism and lack of knowledge about the account left them just guessing. I am requesting proof or documentation to show why and who changed the account. I have had a small business account with RBC since 2012. Tried tons of call to advice center then keep asking to go branch, branch said go to home branch and home branch has no info so. asked to close the account now they just block my account. ** ******** *** ***** ********** ** ** **** **** *** ***** ** **** ** ******** *** *** *** **** ******* ** **** ** *** *** *** ****** ******* * **** ******* **** ** ****** *****

    • Initial Complaint

      Date:10/05/2023

      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 put a $1580 deposit in to an ATM and it never went in to our bank account. We have phoned RBC about this several times and we still have not seen our money. This was 10 days ago now.

    • Initial Complaint

      Date:09/05/2023

      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.

      Dear BBB,

      I am writing to express my extreme dissatisfaction with the very poor service I have received from RBC lately. I am currently travelling in Mexico and deposited a check online to my joint account with my husband. Three days later, RBC locked my account without any explanation.

      To resolve this issue, I made an appointment with virtual assistant Natasha B. for the next day at 3 pm. I was supposed to receive an email with a link to meet the online assistant to unlock my account. However, I waited from 3-5 pm that day, and no one showed up, and I did not receive an email.

      I called RBC assistance two times, and they informed me that Natasha was in a meeting and would connect with me that evening. Unfortunately, I received no communication from Natasha that evening. The next day, I called RBC assistance again, and they wrote my situation and tried to reach my branch, leaving numerous messages.

      It has been two days, and I still cannot access my bank account while travelling. I urgently need RBC bank assistant to connect with me through my email on file, ***************@*****.com, as soon as possible to unlock my account.

      I hope that BBB can help me get RBC's attention to this issue and get a resolution soon.

      Thank you for your assistance.

      Sincerely, ******** *******





      Hello ********,

      Here’s a quick reminder of your upcoming video conference appointment, scheduled for Thursday May 04, 2023 at 3:00 p.m.

      Prior to your appointment, a link will be sent so you can join the video conference.

      If you need to cancel or reschedule your appointment, please select “Make or Change an Appointment” in RBC Online Banking¹ or “Contact Us” in the RBC Mobile¹ app.

      Appointments are blocked for 60 minutes, though your meeting may run shorter.

      Kindest Regards,

      Natasha B.

    • Initial Complaint

      Date:08/05/2023

      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 went to transfer funds from one account to another and they kept taking out transfer and never showed up in account it was destined. They are not refunding my thousands of dollars they stole and say it’s being looked at but can see it repeatedly took money out and it never arrived. I have asked for money back at two differsnt branches and online banking. They keep saying it’s being in estigated

    • Initial Complaint

      Date:03/05/2023

      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.
      My father passed away in July 2022. He had an RBC Avion Card.

      I visited Royal Bank in Ancaster Ontario on Sept 9, 2022 to pay the balance owing on the Avion card.
      I was told by the bank representative that the Avion card had accrued points that could reduce nearly all of the balance owing.
      Once the points were applied, I paid the remaining balance (CAD8.07) using cash.
      I have ******** the cashier’s receipt from the bank dated from that branch as proof of payment.

      I considered the matter resolved and was surprised to receive correspondence from a collection agency - ******** * ***** on February 27, 2023.

      I provided all the above information to ******** * ***** on March 8, including the cashier's receipt.
      They continue to send me letters requesting payment. When I spoke with them on May 1, they advised that RBC is not returning their requests to update/resolve the file, so I continue to be ********.

    • Initial Complaint

      Date:03/05/2023

      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 been a victim of fraud and have been given the run around from RBC. I have been left on hold for hours, hung up on multiple times and not one attempt to rectify the situation. The fraud department is awful!! What is the point in having one if no one does there job. My credit card information was used to make 196.14 on ******. I don't have an ****** account! No one is listening, I am just being passed from one person to another, hung up on, left on hold just to be hung up on or transferred again. I want my money back now. I am not paying for ****** charges that I did NOT make. I don't even have an account as stated.

    • Initial Complaint

      Date:27/04/2023

      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.
      In March 2023 I discovered my credit card was hacked. I immediately sought to cancel it and get reimbursed for several fraudulent charges. I have spent hours dealing with RBC to no avail and they have told me it would be dealt with within a business day on multiple occasions. After multiple follow ups, I was told it would be dealt with on my next bank statement. Then it was not. So I called again last week. Was told it would be done by this Monday. Then I called today and it was told it would be done on the next statement. On the previous occasion, I was offered 4000 reward points (50 bucks) and promised it would be dealt with. This has still not happened.

      Credit card fraud is a serious issue and RBC must take steps to address this and reimburse people. We are now 2.5 months from the initial fraud and I have not been reimbursed. Additionally, I have spent upwards of 6 hours cumulatively waiting for RBC, and they frequently tell me that they have no notes from my previous calls. * ** ****** ** **** *********** ************ ** ******

    • Initial Complaint

      Date:27/04/2023

      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.
      EMT went to a fraudulent account waited 5+ hours on the phone and online complaint areas for the bank. No answers no responses from the bank even on their call you back forums.

      Will be closing my accounts with the bank as they have no help whatsoever for customers and refuse to answer the calls

    • Initial Complaint

      Date:26/04/2023

      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.
      The bank lost 20000.00 CAD from my bank account. Repeated follow up been dismissed and resolution deferred. I filed a complaint with the bank, been told that a manager will follow up on last week which did not happen.
      As a result of that lost funds, I'm unable to pay due bills in time

    • Initial Complaint

      Date:20/04/2023

      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 16th March 2023, I initiated a transaction at RBC at the ***** ******* Mall reference number ****************** of USD 1491.60(CAD 2137.12 was withdrawn from my account number *******) to pay for my mother's air ticket from Uganda to Canada, to a recipient *** ***** ***** Airlines. The bank informed me that day that the payment would be processed within 5 business days.

      I went to the bank several times after 5 business days elapsed to get updates about the money every time, I was informed that the bank does not know where the funds are and that they are trying to locate the funds. It has been a month and I do not see any progress or indication about the location of my money. The airline cancelled the air ticket due to the money not reaching them on time. I asked the bank to refund the money to my account but they keep telling me they are following up but I do not see progress.

      I would like my money to be refunded to enable me pay other bills.

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

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