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I use On-line banking and that is fine. My Current Account and Credit Card (MasterCard) are both with the RBS Group. There appears to no liasion between these departments. My problem has been with the "Customer Service" call centre in Southend-on-Sea (Essex ..NOT Scotland!!!) their "service" is absolutely appalling!! My simple request took 3 weeks to be dealt with. I had to go through five different levels of management, be subjected to rude and insulting language and a mantra of the "computer says no" variety. I am a pensioner and a less forceful personality would probably accepted the unfair "late payment" (caused by paying less than 24 hours "early") charge when a refund was initially refused. I am still waiting for an apology for the way I was treated, and will persist until one is forhcoming.