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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:05/12/2022

      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 had deposited a USD cheque in the bank which was given by my father. For some reason, the cheque was returned. The cheque was for USD 16,000. At the time of deposit, the money credited to my account was $20,926. However, when the cheque was returned the amount debited was $22,056.

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

      I am claiming a refund from RBC for $1130 but the bank is not agreeing to this.

    • Initial Complaint

      Date:18/11/2022

      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 did an international money transfer to my son in Berlin Germany on Oct 27, 2022.
      He never received it, I launched an investigation on Nov 3rd, and still no resolution.
      They refuse to reverse the transfer and now blame the other bank. They refuse to take it further. My son needs that money *** **** *** ******* ****** *** *** ****** **** ********** I have banked with RBC for decades and paid my dues etc, and when there is a problem like this, they are not doing anything to help. Referring the problem elsewhere!

      Customer Answer

      Date: 12/12/2022

      The issue was resolved, although somewhat unsatisfactorily as I had to pay over $100 in various fees.

    • Initial Complaint

      Date:18/11/2022

      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.
      Trying to contact RBC to open a dispute regarding a fraudulent credit card transaction. we have been on hold for 3 hours, yes that's right, 3 hours and counting... We had to previously wait 2 hours to only be told that we had to call another number to access the open dispute section...

    • Initial Complaint

      Date:18/11/2022

      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 am ******** *******, hold a personal Checking and savings Account at Royal Bank of Canada (RBC). My account was opened at Hamilton, ON branch located at Queenston and Lake Avenue. RBC Advisor who helped me setup my account was *****.

      On November 10th, my lawyer (***** *** ************ ***********) tried to deposit a check in my checking account at the RBC branch located at 7 Sunny Meadows in Brampton, ON. The bank official denied the deposit, informing my lawyer that it cannot be deposited reason being something wrong with the account. Also, the RBC official did not return the check to my lawyer.

      Since this incident, I have tried contacting Brampton Branch manager ***, multiple times, left multiple voice mails. She only responded once informing me that I need to visit my primary branch. I visited my primary branch in Hamilton on Saturday, Nov 12th, 2022, only to be kept waiting for more than a hour and then to be told that everything is okay with my account. Upon insisting, *** ***** promised to resolve this by contacting Brampton Branch manager.

      Till date, I have not heard from any bank official from any branches. Check money not deposited as well.

    • Initial Complaint

      Date:10/11/2022

      Type:Delivery 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 requested my debit card be replaced as I lost it. It has been more than four weeks and three escalated complaints completely ignored. Twice I received an email stating the complaint was resolved, Please intervein on my behalf as I have no access to my account and RBC seems to think nothing is wrong.

    • Initial Complaint

      Date:21/10/2022

      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 Dec 2021 I purchased a ticket with ***** *** ******* but unfortunately due to Covid the flight was canceled in January 2022. The merchant was supposed to make a reimbursement of the sum of $1275... I have placed several calls to the merchant and today Oct 17.. the merchant informed me they had reimbursement the money since April 21 to RBC. Reached out to RBC but they said they cannot reimburse me that out since it's been more than 100 days so they cannot open a dispute or give me the money. I am writing to know you can be of help. Thanks

    • Initial Complaint

      Date:12/10/2022

      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.
      Direct Investment Account opened in 1996. RRSP account. Made multiple trades over the years online without issue. Moved to the USA to work **** ** **** ** **** but maintained Canadian Citizenship. After a lag in accessing the account for a few years, tried to log on but password expired. Tried to change the password but was informed I had to call. After waiting on hold for hours, someone grilled me with questions about my identity, address, phone number, etc. I was told they could not change my password and that I could not access my account except to phone in and they would tell me my balance. I was essentially blocked out of my account. I tried the same ******** process years later, only to get nowhere. Statements which had been sent to my parents in Canada became infrequent, and the last statement was sent in July 2021. My parents moved and I tried to get the address changed again over the phone but they would not change the address. This latest statement was sent to the old address. Another attempt at changing my password and address and requesting statements was met with the same *********** response as I was transferred from various people *** *** ******* **** *** ******* ******  I no longer can even find out the current balance, there have been no statements sent, and I have no way to access my money. I tried to file a complaint through their telephone complaints system, gave my name number account number (as no human would answer) and after over a month I have not received a call to allow me to file a complaint. * **** * ********* ** *** ********* *** ******** ******* *** *** **** * ****** **** *** ********* ***** ** **** ***** *** *** *** **** ** ******* *** ********** So I’m stuck in a ******* loop of being blocked from my account, cannot file an RBC complaint* *** **** ** *** ** **** * ********* **** *** ********** I have no recourse. The RBC has essentially confiscated my money which is over $100,00 CDN. I hope the BBB can help ?

      Customer Answer

      Date: 02/11/2022

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

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

      I was able to open an investing account with ** and transferred my entire account to **.

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

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

      So, they refused to help me even when I went to my local branch to plead to get access to my account.

      I have closed the account.  I got all my money transferred.  And I’m happily trading again.

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

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

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

       

      You can close my case.  *** ******** *** ***** **** ******* ** *** *** *******

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

      Thankfully I discovered I could simply initiate a transfer* *** ** **** ****** *** ***** ******** ****

    • Initial Complaint

      Date:07/10/2022

      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 card was set up and used for automatic cash back yet it was not applied. I had put in a request on the 29th on August after waiting 2 week from the purchase. Still a month later and it has not been address or applied. Tried contacting on many different methods and no response. This is for ampli an rbc product but they have no page themselves.

    • Initial Complaint

      Date:06/10/2022

      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 a **** points credit card with Rbc and I put 183963 dollars thru the card. During Covid I wasn’t working and I had a balance owing on the card. Without warning they ***** the 183963 worth of points I accumulated witch works out to 4263.90$. Whenever I try to resolve the issue they either hang up on me or send me to someone else who tells me they can’t do anything about it because I missed a payment due to not working during Covid. They won’t give me my point back and I have suggested using the points that they ***** to pay off the remaining balance on the card but they refuse.

    • Initial Complaint

      Date:02/09/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      September 1, 2022. 4:50 pm.
      I cannot reach a live person at the RBC **** department. I called to their **** help line at ************** (which is the number provided on the back of the **** card), and I have been waiting on hold for 1 hour, 45 mins, 08 seconds as I type this complaint, During this time not one live person has helped me. The company does not provide an option to receive a call back and just expects the client to sit and wait until they are ready to answer the phone. This is a financial institution that handles important financial issues. I am trying to stop a transaction from being taken out of my **** account and I cannot talk to a real person. This is a scenario that requires a live assistant and is VERY IMPORTANT. **** ** *** ******** ********

      Business Response

      Date: 02/09/2022

      "We're sorry to hear of your disappointment. RBC will reach out to the client directly. For privacy, we do not provide updates via third parties. Client can reach RBC's Client Care Centre at 1-800-769-2511."

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

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