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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:18/04/2023

      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.
      Royal Bank , has held my money from me for over 3 months since the passing of my wife. **** **** ** They demamded probated will, which is not required for a trust. We received Probate on the 30th of March and RBC has yet to allow me access to funds. This has ruined my credit rating , all of my bills are at least 90 days past due, and they have informed me that this will take 2-3 weeks more. **** ** ************* there is approx. 3m dollars in a trust account , that they have been instructed to allow me access to. what can we do about this.

    • Initial Complaint

      Date:14/04/2023

      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.
      I booked ****** to move my belongings from Saint John to Victoria and then cancelled on February 23/23 because it was going to be more expensive to move my things than sell and buy new here in Victoria. Here are the charges on my **** statements.
      890.35 Moving Help December 21-22/22 ************ ON #***********************
      129.34 ******* ****** December 27-28/22 Cambridge, ON #***********************
      234.06 ******* ****** February 24-27/23 Cambridge, ON #***********************

      I've emailed *******@******com several times between February 23 and April 6/23 and they wrote that they released the following amounts on February 23:
      5.95 *******************. Authorisation code ******
      408.00 ******************* Authorisation code ******
      5.95 ******************* Authorisation code ******
      442.20 ******************* Authorisation code ******
      442.20 ****************** Authorisation code ******

      I phoned the Royal Bank on March 9, March 25, March 28, April 13 and April 14. In March, the Royal Bank told me to wait 30 days from the time I cancelled to see the charges reversed. On March 28, they told me to wait another 15 days. On April 13, they tried to tell me to wait another few days to account for the long weekend but I said no and begged to be helped. The lady at the Royal Bank tried to transfer me to the charge back team but was on hold for 40 minutes with me and said she couldn't wait any longer. She suggested I talk to the fraud team to get faster help so I was transferred and then eventually a message came on the line to leave my number for a call-back and then the call ended. I left my number but never got a call back so I phoned Royal Bank again this morning and a male employee suggested I get transferred to the fraud team so I stayed on the line and was transferred and a woman answered who said she was sort of fraud but couldn't do anything. She told me the charge back team only works Mondays and Tuesdays and there was nothing she could do.

    • Initial Complaint

      Date:05/04/2023

      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.
      My reasoning for a BBB Claim is because RBC keeps sending me statements for an account that should not exist. As far as I can recall, I have closed all active accounts with RBC as I have not dealt with them in quite some time. I opened an account last year, but never activated my card and sent the card back to them unopened with a message on the envelope stating to “Cancel the Account”. I have misplaced the statement, but the statement does show a Closing Balance of $0. I am requesting any open accounts to be closed as I have no debit cards with this company and deal with another bank. To note, I had an account several years ago which I signed up for during the FREE ***** ***** * ** * promo and had closed that account also via phone. These accounts should have been closed and I should not be receiving statements for these accounts. I request all my information to be removed.

    • Initial Complaint

      Date:05/04/2023

      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.
      My rbc account was frauded back in the beginning of March 2023 therefore I have no access to my online banking. I have called numerous times and still get no where, my branch has even filed the paperwork to visit debit to have my charges reversed and said that the refund would be in two days of them receiving it.. Well its April and I still haven't received the money they have taken or access to my online banking...Now my account has been frauded again and yet again I just got off the phone with the fraud department and they are telling me that I now have to go and pay another business money for them to wipe my phone clean and factory reset it..Therefore I would lose all my pictures and contacts and other important information for my job and my family including stuff for my kids... I do have evidence about the charges but I can't send them with my complaint cause I don't have access to my bank account online..They just told me that until I get my phone cleaned and factory reset and then go to the bank show them proof from the store then the bank will fix my account

    • Initial Complaint

      Date:31/03/2023

      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.
      My partner and I are in the process of buying our first home - this is an incredibly stressful time. Our mortgage broker has run a credit check on both of us to see if we qualify for a home.

      I have one significant outstanding issue: a $17,000 loan with ***** **** with a $13,000 balance, (*** ******* *) that I have not paid since 2020. Obviously this is a huge liability and a mortgage lender would be correct to second guess my application... however, MY $17,000 WAS PAID IN FULL IN DECEMBER 2020.

      *** accepted my payout of the loan in 2020 (*** ******* *) and today confirmed that it is closed (*** ******* *).

      *** failed to property discharge my loan, and this impacts my credit score/report. I spent several hours today being told by *** employees via telephone that this is not their problem and had to physically walk to the bank to demand that they confirm that my loan is closed (**** ******** ******* * ** ** *****).

      I am told by *** that their *** is MY PROBLEM, and that they will be taking no action to remove this charge from my credit history. They have said its up to me to dispute their loan information with ******* or **********

      This is unacceptable. My offer on my home may collapse because of an *** loan I paid in full over 3 years ago that their staff failed to discharge correctly. This causes financial and emotional HARM.

    • Initial Complaint

      Date:31/03/2023

      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 ****** me with constant calls. 1-3 calls a day for days on end. ** ***** *** ******* ***** ***** ** ********* ***** ******* **** **** ** ***** They NEVER leave a voice-mail. I know I owe money and they can physically see my Financials so at this point you're ********* me by calling 3 times a day. ***** * ***** **** ****** ******* ** ***** ****** *****

    • Initial Complaint

      Date:30/03/2023

      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 January 2023, I submitted a co-applicant credit card application to RBC via mail. Allegedly, RBC did not receive this application. As a result, I contacted RBC Customer Care who advised me to go to a branch and submit the application there. As directed, on 14 Feb, I attended an RBC branch and submitted another application. To my frustration, this application was also not received/processed by RBC despite being sent through internal mail. As a result, I notified Customer Care of my displeasure, who then filed a "complaint" and advised a manager would be in contact with me. As expected, this has not happened, though my complaint was submitted on 5 March 2023.

    • Initial Complaint

      Date:15/03/2023

      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.
      Booked a flight through our points and also paid $650 on top of using 70,000 points. As we were trying to check into our flight 24 hours before our departure we noticed the flight was non existent. RBC never advised us of this or offered us a new flight. After trying to sort out a new flight for over 11 hours with RBC Rewards the “supervisor” told us that we needed to book the flight from our credit card and advised that we would be reimbursed I just needed to email them my receipt. I emailed them my receipt on Saturday morning and followed up 4 times. After no reply I called them back on Tuesday evening. After spending another hour on hold and speaking to an advisor I was advised that no notes were left on my file. I am now left to deal with these issue again, ******* 12+ hours of my time for a mistake that I did not make with additional funds that I should not have to pay for. *** **** *** ** *** ******** *** ********** ****** *** ** *** ************ ** *** *** *** * ** ***** **** ******** *** * ****** **** *** ******** ** *** 

    • Initial Complaint

      Date:27/02/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 collecting travel points with RBC ***** **** for years . I have used my points since 2003 to travel on vacation to Cuba .I have done this the past 21 years . I just attempted to book an all inclusive vacation to Holguin Cuba . I was informed I can no longer book anything to Cuba anymore . I have accumulated in my account over 65000 points . I am disturbed I can no longer use these points to travel to Cuba. I have booked my vacation with my own money . I feel RBC ***** should pay me the value of my points .

      Customer Answer

      Date: 22/03/2023

       I have heard from Royal Bank of Canada (Client Care Centre). They have given me a cash credit for the pionts that were in dispute regarding my travel to Cuba.. They apoligized and gave me a contact if I should experience any further problems regarding this matter. 
       I wish to thank BBB , you for contacting RBC . I am quite sure your communication prompted them to respond to me quite quickly .

    • Initial Complaint

      Date:14/02/2023

      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 have tried repeatedly to have balance protector premiums removed from my credit card. This is a third party charging my account by a percentage every month. A service I did not understand. I pay my credit card in full each month. RBC refuses to remove the service and forwards me to the account claims department of the third party, I wish to remove this service/charge and claims for the third party hangs up. This is impossible to remove from my credit card.

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

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