RBC Royal Bank

I was putting one star, but the hero of the day deserves credit where credit is due. Suzanne!! You ma'am are a solid Rockstar. My recent experience with RBC was unacceptable. During a phone call with a client representative, my account was locked without warning. I made it explicitly clear that I am recovering from an amputation and physically unable to attend a branch without major medical coordination. Despite that, the representative proceeded to restrict access to my account. To regain access, I was told I would need to attend a branch in person with identification. For most clients, that’s an inconvenience. For someone in my condition, it is a significant financial and medical burden. It would require arranging childcare and potentially paying approximately $1,050 for ambulance transportation simply to prove my identity — after already verifying myself over the phone. Fraud prevention is important. But large institutions must have accommodation pathways for medically immobilized or disabled clients. There should be secure alternatives such as enhanced virtual ID verification or documented medical accommodation procedures. Instead, I was given a rigid, policy-driven response with no flexibility. That said, I want to acknowledge Suzanne, the manager at the Scott Street branch. She personally called me to address the situation and worked to rectify what had become an outrageous and escalating issue. Her intervention prevented this from turning into a public relations disaster, including the very real possibility of me arriving at the branch by ambulance simply to access my own funds. Suzanne demonstrated professionalism and accountability that should have been present from the beginning. The systemic failure occurred before it reached her desk. RBC needs to reassess how its frontline teams handle vulnerable or medically compromised clients. Locking someone in my condition out of their account without offering a reasonable accommodation is not customer protection — it is institutional inflexibility.

I've been dealing with royal bank for a lot of years.And i'm always happy with the treatment that I received

I met with a woman who claimed to be a manager to replace a damaged credit card. Surprised that it had not arrived after a month, I went back to check on the status, only to be told by an employee (after conferring with a colleague) that “if we didn’t call you, then your card isn’t here.” For context, in that time I had replaced both my driver’s license and my health card—which arrived in under two weeks. Six weeks after my initial request, incredulous that this branch somehow operates slower than the government, I finally called Visa. It turned out the replacement card was never ordered. So we have a “manager” who can’t complete a basic procedure, and two employees who couldn’t be arsed to check the status of an order for someone who had just wasted ten minutes in a queue. Do yourself a favour and avoid this branch.

Don’t want this banking any more. Will be close business account there, and very bad communication. Just all the time want hold deposit from checks about 4-5 days. And they just use your money in this time when you need pay salary for workers and materials. Not recommend this bank any one

I would like to thank Debbie B for her outstanding customer service today. I am a care partner for a client of your branch. we came into the branch with some small issues w online banking and password management. I was so happy to leave my client with Debbie! She was so friendly, patient and helped my client rectify her issues. At all times , Debbie respected my client's privacy.. Her service today was over and above, and my client and myself...left with peace of mind.. Thank you Debbie B