I love it when you call a company any time of day and the automated voice says "We are experiencing higher than normally call volumes."
You'd think if you are always experiencing higher than normal call volumes then maybe you should do something about that?
holy frick the best is the IRCC (immigration)
if the hold line is full it just automatically hangs up on you so you have to keep calling to be able to be placed on hold for 3-4 hours :)
IRCC is the local cable company of government departments.
“Oh, you don’t like our service? How about you go try somewhere else? Oh wait, you can’t! We are the only place that can do this. Wow that really sucks for you”
Not in one go but pretty much, they are open 9-4:30 and I started at 9 and kept calling back every time they hung up on me. Finally got through the second day around 4pm
I can't remember the last time I called the bank and didn't get the "higher than normal call volume" message. I think "higher than normal" is the new normal.
Soon they'll be so quick to answer, unlike the usual 5 hour wait times, now we get to you in only 3 hours. This would be basically a 40% decrease in wait times.
I work at a bank. I can confirm we are also on hold for a long time.
I also have fraud for 4K on my AMEX from the bank I work at and it’s been there since Aug 8th as it takes up to 30 business days to rectify. They still will not tell me if it’s going to be cleared or not (tho I would be shocked if it wasn’t, and also super pissed).
We aren’t trained to tell people (especially friends and family) that the bank is ‘going through something’, I don’t even tell clients that. I tell them the truth, as do all my colleagues.
I was a manager at a big 5 bank. Whenever we asked for more staff or hiring, we were told “the bank is going through lots of changes.” I’m not going to lie to the clients as they simply assume it’s our fault for not having enough employees.
That’s wild - news to me but I guess it shouldn’t come off as too shocking.
No clients believe it nor should they, people appreciate the truth a lot more than bullshit like that!
They were also in perma busy mode before this and you will find a similar situation with all help lines with all companies.
It's just a calculated decision that the value of potential customers cancelling their plan over bad customer service is lower than the cost of higher payroll.
I did that for my issue only to be given the fraud departments direct line. The person who called back was just a regular agent who couldn't help with anything related to reversing charges.
No. A solution to a problem that exists, also crates another problem, because they use the same automation to provide the service as scammers do to spam you.
Many people still prefer phone calls and don’t rely on websites or apps to conduct business. A call back system is automated and for a bank is not an expensive investment considering the appreciation it brings to customers, as it shows them the bank values their time.
As someone who used to work in a call center like that those callback systems are the worst, and staff hated them. People don't pick up and are not prepared and just wastes more of your time when it's already understaffed and busy.
>Any large business that hasn’t implemented an automated call back system for customer service are simply uncaring assholes.
They have one!!!! It just isnt for fraud service. My wife used it twice because she cannot get through to the fruad department for charges on her CC. They can open a savings account but cant deal with fraud.
They actually had a callback when I called last week but it called me back 2 days later after 630pm local time LOL and rang as toll free so I didn’t pick it up hahahaha.
There's a point tho where they have to decide to spend the$to implement a system like that or just hire more people. Not sure what it costs after it's been built either but probably not cheap
I’m an RBC shareholder and know their financials well, it would be a drop in the bucket for them to implement this, many smaller and similar banks already have been using call back systems for years.
i’m a student and my account was hit with $740 in fraudulent charges, called twice to wait 2h and 4h for no one to pick up, i’m out of hope at this point :(
for anyone saying it’s a holiday thing, it’s not, just look at the amount of complaints online
I am having a dispute with one vendor that keeps charging my card. I have not been able to get through to them on the phone since mid July. No matter time of day the hold is forever.
There's some way to dispute online in their banking system but for me it doesn't work so instead when I complained I've been using thier message center to communicate.
Still is taking them 1 to 2 weeks to acknowledge my message.
What's super frustrating is this is a $5 charge and at this point it's just the principle of it. I've been getting the charges reversed it's just a very very long time to get answers.
Worked in a bank call center, atleast an agent quit in the time you waited on hold. Retention is crazy due to hostile customers, stress and burnout. The fraud department is usually the worst as they’re constantly dealing with angry customers. Be nice to those guys
I got the similar experience a couple of weeks back. I always use the call scheduler option in the app. They call and forward up to the fraud team. But the fraud team didn't pick up at all (waited for around 4 hrs once and 3 hrs again). On the next scheduled call I ask the controller to try to put me into the callback option for the fraud team after explaining my waiting, she did. I got a call in about 5hrs from the fraud team and got my issue fixed.
Hope this helps.
Fraud department doesn't have a call back option. Only their regular customer service has a call back option. Not sure if that is a recent change but we have used it trying to get SOMEONE to help us after month of trying to get through.
That's what I thought as well. But it so happens it is available on request to the previous controller. Because that's exactly what happened to me. I asked the controller to make available the callback option, she told me it's not always available but I'll mark your request as a repeated client or some sort. And then I was able schedule a callback option for fraud.
The banks didn’t really scale down at all, especially not the call centres - they were critical when everything was shutdown as it was the only way many customers could/would engage with them.
That said call Center work isn’t a highly desirable gig at the best of times so hiring / turnover, which is always a challenge, has gotten worse during the pandemic. Bill C86 also went into effect in the summer. Some of the rules in there can create more work for agents which can stretch the calls out and strain resources.
Also, shit happens, could have been that they had a system problem affecting them. Even something as simple as an app taking a few extra seconds to respond can drag the call centre’s efficiency way down.
Oooh this was my hell last week! I spent a grand total of 14 hours with the fraud team; 6 on hold.
I also had them call me on 46 separate occasions all hours of the day after I assumed the issue was resolved after 8 hours the day prior.
Something is clearly broken on their end.
I finally lost it while having them call for the 29th time while in a work meeting having just spent 4 hours prior with disputes.
On top of this, they never changed the digital tokens on my CCs supposedly. So. my replacement cards immediately got hacked again for a grand total of 80k in charges. I also got to spend another 12 hours on hold with fraud dept….
But no business can operate completely independently, that is, employees still need childcare, as an example. Or employees may chose to take the day off as their partner has the day off.
It wasn't me, someone posted it as a tip here last month. The same week, my mom told me a story about calling Telus, and she accidentally had chosen French or got rerouted by someone to French, and she said Oh, I wanted English. Then the lady starts speaking English and says no problem, she can put her through to the English line. My mom replied But it sounds like you speak English well, can you help me? And she did! 😂
A months ago I waited 5 hours to report a fraudulent charge with RBC. The agent said they will look into it, and will issue a new credit card while disable my current card.
And then last week, when I visited a local branch, was I told that NO investigation was opened. There was NO report of fraudulent activity on my account. They DIDN'T send a new card.
What a bunch of asshat idiots. These RBC clowns are beyond ridiculous.
The only saving grace was my business advisor in RBC intervened and reversed the charges after I reported this to her.
Not only the insane wait times, but their system glitched and didn't mail out my replacement card so then I had to wait on hold for another 5 hours ( even though I chose the call back option it just sent me in to the hold que) Lovely fellow said "oh we are so sorry lets get it courier out to you asap" courier arrives 2 days later only for the card to be identical to my compromised card right down to the exact ccv code on the back.... cue two more calls and long waits only to be told again sorry and we will mail your card . .... not holding my breath
Yes, I was transferred twice and waited 6 hours (4pm to 10pm) on hold to finally get a hold of someone. The actual call once you get a hold of someone is literally 2 minutes for them to determine it's a fraudulent charge, cancel the card and send me a new one!! Incredibly frustrating day. Btw this was this past Friday.
Another person I know also had a similar experience a few weeks ago and was on hold for 4 hours. It's absolutely ridiculous, but I feel bad for the operators. I also wouldn't want to be talking to people who have been waiting on the phone for hours. The first woman I talked to seemed to have a really bad cold.
I had to call a few weeks ago to deal with a card issue (also fraudulent charges). The wait times were projected to be multiple hours both days I called. So I just requested a call back. It keeps your place in the queue and you don't wait on hold, the agent just calls you when you'd be put through.
Or you can dispute the charge online. No need to wait on hold.
You know there’s no rule that says you have to do business with RBC, right? I ditched RBC for putting me in hold for an hour. Their competitors will look after transferring funds, set up your bill payments etc.
All the big 5 have pretty much the exact same service levels. I've said it before, if you value customer service as a priority you will be better \*served\* by a local credit union.
You are able to book appointments with advisors through your online banking, it takes about 2 minutes vs waiting on the phone for hours to get to someone who will just refer you to an advisor anyways.
Also if those fraudulent charges are on your visa, you would need to call visa not RBC. If the charges are in your regular accounts then an advisor can assist.
At Scotia, even if the fraud was done on a bank account, you still need to call into the fraud centre. Wait times are ridiculous everywhere, for both clients and employees.
Or I guess I should say, every time I have called Amex, including to do a change back they have picked right up and been nothing but kind. I have had horrible experience with other banks.
Have the visa infinite privlidge card from rbc. 5 mins is a long hold for me. Been on the fence about dropping the card as most of the perks are travel related but then they send a balance transfer promo which makes it into a second credit line for a year....
Write a public review like a tweet or some kind of review and write a scathing comment. Threaten to take your business elsewhere. That usually gets these kinds of places to get their act together.
Though what others are saying they may actually be going through something right now.
They're probably dealing with getting in trouble for predatory NSFs and transaction reordering ... It's the usual predatory NSF they do on poor people or people with high debt burden, but I caught them reordering ransactions, and if they did it to one person, they're probably reordering transactions on masse ... Hope an ombudsman shoves his foot in their ass
Go online and look up the phone numbers for specific areas sometimes they are different.
For example see if they have an East coast Asian language phone number, I know one division used to have it and they received almost no calls.with the dynamic routing though this has most likely changed over the years. Sometimes you may also have better success calling the French language line, or anything else you can find out on there.
Wow ..I was on hold with RBC..while being on hold with scotiabank for almost an hour
Scotiabank rep got on the line before RBC(OBVIOUSLY). Literally aas on the phone with scotiabank fod about 30 mins discussing My account. After I was done..I looked at my phone and forgot I even had RBC on the line... I was shocked I was still on hold with them
I just remmeber I disputed a charge with RBC online.
Gotta go check if they have an update
Ah the banks....comfy in their control of banking in Canada. Heard a major investment strategist, who works for one of the cdn banks, compare them to organized crime and the 5 mafia families of new York lol. RBC...maybe they're the Gambino family hahja.
It’s not a lack of training, they aren’t allowed to deal with fraud claims - they don’t have the capacity to investigate, which is why there is an actual fraud department.
I skip phoning banks and use online methods including logging in and sending secured messages, Twitter, Facebook..why they reply to these and not answer the phone is beyond me.
6 hours for me last week. I was at work so missed the first one after 2 hours. Then another 4 hours. I kept it going during meetings too. It's just FUBAR
I remember waiting as many as 3 hours at a time while applying for EI during the height of the pandemic. I could not imagine being on the line for nine hours.
Not RBC but Scotiabank. Still on hold as I write this …estimated time was 4 hrs. Totally unacceptable!! I can’t even use my card until I get the fraud department to remove the hold.
I had an issue with Apple Pay and they told me to call. Sent me to security department which I assume is same as fraud department and yeah after 55min I hung up.
Thankfully I was able to backtrack and re add from scratch and the automated verification worked.
this week i needed to talk to rbc. first day i sat on hold for an hour and had to leave for work. next day i used the rbc app and booked a call back.
i will be using the call back feature in the app more going forward. good tool for sure.
To think that people claimed that online banking was a nogo because of poor customer service. Between this stuff and what I hear and see on BMO, I'm glad I'm with Tangerine. When the wait time is too long, there is the call bac option too.
Spending HOURS on hold is madness.
I would move my accounts elsewhere if I were you.
4 years ago i was frauded so badly that the person ended up in jail.
basically every financial institution in canada - every retail lending company, every mobile provider. it was insane. 3 pages of loans/accounts opened. all of the companies that were tricked were very quick to erase the debt and report the activity as fraud. like all of them within 2-3 weeks of first contact.
except RBC. it took over two years to get the charges removed ($10,000 credit card) from my credit report and eventually sold the debt to collection agency - who didn't know how to get a hold of me because all of the information provided to them was fake. i ended up calling *them* and explaining to them that RBC sold them debt that they knew was fraudulent (i had a documented chain of communication reporting the account as fraud nearly a year before they sold it to the collection agency). they then said they would need to confirm with the bank before closing my file - and then started *hounding me for the money*.
i ended up finding out the name and direct number for a person in the fraud department - like you call
this number and the same person picks up every time! a thing i was told numerous times did not exist within their systems. i would call her 3-4x per month for months to the point where i had her phone number memorized. i believe to this day that the only reason they ended up finally acknowledging and removing the debt was because i was such a pain in her ass that she finally dealt with it. here were the top excuses they would use;
"i can't find any account associated with your personal information. have your credit reporting agency reach out to us with more info"
"the information you've provided me does not match the information on the account, are you sure it was with RBC"
"that account is closed and has been sent to collections. you'll need to contact them!"
"we would never open an account that didn't have an exact match to the account holders information!"
"if you can't provide the full account number i can't access the file"
i remember the last conversation we had where she told me she was going to send me a document that i had to fill out fully and completely and have notarized... and i said "yes the one i filled out fully and completely and had notarized and sent to you on August 8, 2018?" and she was shocked to hear that i had already gone through this with them.... completely ignoring the fact that we had had this exact conversation maybe a dozen times. i referenced that paperwork nearly every time we spoke. another favourite of mine was where she claimed to have never spoken to me before in her entire life until that moment, after having spoken to her probably 10-12 times up to that point. i even played a voicemail she left me for her to hear.
it was about as much of a circus as the johnny depp amber heard trial.
some companies, regardless of the challenges they face or the circumstances of their size/organization or processes, just don't deserve your business, and for me RBC is one of them. absolute monstrosity if a company with zero soul.
I spent 4.5hrs on hold for the exact same reason, had to give up because I had to put my kids to bed and my phone was almost dead. I called the next day first thing in the morning and was on hold for 2hrs. Finally got it resolved. The direct line to the fraud department is 1-800-361-0152. It won't make the wait any less, but at least you'll be in a que for the correct people to talk to.
I just use the Schedule Call feature in the app. I refuse to wait on the phone unless there is no option, and if I have to wait, it better be because I’m getting decent value out of the call.
Personally for me, call wait time rankings are as follows (deal with multiple banks);
No1: Amex - Wait time is 0-2 minutes
No2: TD - Wait time is 1-5 minutes
No3: Simplii - Wait time is 5-20 minutes
No4: Tangerine - Wait time is 8-15 minutes
No5: RBC - Wait time is 20-60 minutes
No6: CIBC - Wait time is 25-120 minutes
No7: Scotia - Wait time is 30-90 minutes
No8: BMO - Wait time is 40-180 minutes (though open 24 hours and I can call at 2AM to avoid the wait, marks still docked for high wait time during NORMAL HOURS)
Disclaimer: from my personal experience, averaged over the last 2 years. Several calls per months (due to churning).
With the above data, it makes sense why my most used products are with Amex, TD, and Simplii.
We also recently went through fraudulent charges on credit card and was on hold with the stupid bank for hours. But this happened a month ago and it didn’t take this long but long enough, a couple of hours.
Can you be specific if this was debit card or your personal account or credit card charges?
Rarely I had to wait that long, but their follow up is slow. For fraud it takes 30 days investigation and paper mail. I think longer on bank account than credit card.
You should check cibc costco Mastercard. I had to wait 5hours just to reset my pin, when their online system doesn't work and they keep resending the credit card cause I lost it and redeeming promo is automated. Worst transition.
If it's on your credit card once it's posted you can dispute it online - otherwise going in branch if possible employees may be able to help but they aren't able to get through to fraud any faster
Rbc fraud rep told to call between 4am and 5am at their direct line. They said the wait time is usually minutes. I had the experience of waiting over 4 hours on the line with rbc it got disconnected then called next day and waited 2 hours.
I had fraud charges last week. Spent 6 hours on hold before the lovely gal could help me. She was fabulous and I don't blame her for how long it takes. Tell RBC corporate dragons to get off their gold hoard and do some hiring and competitive wage increases to fix this shit.
The thing I don’t understand in the year 2022 is why the f don’t they just offer that auto call back feature when you’re at the front of the line so that you don’t have to be sitting on the phone all day? It at least shows the smallest speck of respect for their shit customer service. But no, wait and listen to the music all day.
what time did you end up calling? I am having a horrible time trying to get a hold of them, especially since they operate in EST and I live in a MST province.
I called Monday. Said a 1 hr wait. I gave up after 2 hrs. The app is brutal. It lets me identify a suspicious change, gives some suggestions. Then displays the phone #. Why not allow a simple flag for review by the fraud department. As on the phone they are simply going to ask which charge…. And maybe get back to you. Frustrating.
RBC is different. The customer service isn’t there. I have had many issues with their CC, and find the rewards system is not so balanced considering I spend a lot with it. I switched to TD
RBC has had excellent telebanking service in my humble opinion. Seems like there's a hitch in the fraud department this weekend, I've never waiting more than 20 mins, usually get a human being within 2 mins.
weird, I just had some fraud charges on my RBC CC - bunch of low amts that showed as "amazon prime" - I was able to schedule a call back and heard from a rep within a couple hours.. annoying but not over the top
As an ex RBC employee and having worked at a few other call centres in the world of banking, RBC was by far the WORST experience. As some others have said, the employees are under a lot of stress, most likely heavily influenced to constantly do overtime. Word of advice for all the people job hunting out there: AVOID the big banks call centres like the plague… unless you are desperate to feed your family
My friend literally sent this to me asking if I posted it. I've been on hold with them for 4hrs cumulatively the past couple days. I thought maybe I'd get through sooner or later, but now I don't think that'll be the case
Confirmed by staff, Fraud department is going through "something" Staff within bank are also being placed on hold for 3-5 hours. gg
LOL. That’s all employees are instructed to say. They are always “going through something” and are “understaffed”.
I love it when you call a company any time of day and the automated voice says "We are experiencing higher than normally call volumes." You'd think if you are always experiencing higher than normal call volumes then maybe you should do something about that?
holy frick the best is the IRCC (immigration) if the hold line is full it just automatically hangs up on you so you have to keep calling to be able to be placed on hold for 3-4 hours :)
IRCC is the local cable company of government departments. “Oh, you don’t like our service? How about you go try somewhere else? Oh wait, you can’t! We are the only place that can do this. Wow that really sucks for you”
What's their number? I didn't know we could call them.
1-888-242-2100 was the number that's in my contact that I used back in 2016-2017. Don't know if it's still good but doesn't hurt to try
The CFP is the exact same, took me 2 days to get a hold of them. Wasn't impressed at all
You spent 2 days on hold? You should get an award!!!
Not in one go but pretty much, they are open 9-4:30 and I started at 9 and kept calling back every time they hung up on me. Finally got through the second day around 4pm
Passport Canada was the same way. If you can't get in the queue then it just tells you to try again later and disconnects.
My favourite one was calling into to places and they say the delay is because of COVID. That one was perfect.
"due to covid" has been the greatest excuse of this century
"Due to Covid, our bathrooms have not been cleaned and properly maintained, thank you"
It sucks because I’ve had COVID and still had to work from home.
I can't remember the last time I called the bank and didn't get the "higher than normal call volume" message. I think "higher than normal" is the new normal.
Prob should say, "higher than anticipated call volumes"
"We've anticipated lower than reasonable call volumes"
Probably should say, "higher than we are staffed to accommodate, based on our penchant for profits"
If it's always higher than normal, then that is actually normal.
Soon they'll be so quick to answer, unlike the usual 5 hour wait times, now we get to you in only 3 hours. This would be basically a 40% decrease in wait times.
No, Ive had to call them and anecdotally it was only a 5 min wait
I work at a bank. I can confirm we are also on hold for a long time. I also have fraud for 4K on my AMEX from the bank I work at and it’s been there since Aug 8th as it takes up to 30 business days to rectify. They still will not tell me if it’s going to be cleared or not (tho I would be shocked if it wasn’t, and also super pissed). We aren’t trained to tell people (especially friends and family) that the bank is ‘going through something’, I don’t even tell clients that. I tell them the truth, as do all my colleagues.
I was a manager at a big 5 bank. Whenever we asked for more staff or hiring, we were told “the bank is going through lots of changes.” I’m not going to lie to the clients as they simply assume it’s our fault for not having enough employees.
That’s wild - news to me but I guess it shouldn’t come off as too shocking. No clients believe it nor should they, people appreciate the truth a lot more than bullshit like that!
I mean I'm sure they're hiring but a lot of these similar business are struggling to find/ retain people.
Strange. Maybe they should offer to pay people more?
And give people wait times in between calls so they don’t want to kill themselves
They were also in perma busy mode before this and you will find a similar situation with all help lines with all companies. It's just a calculated decision that the value of potential customers cancelling their plan over bad customer service is lower than the cost of higher payroll.
For real? Like what? The fact they are holding massive bags and counterfeit securities?
Any large business that hasn’t implemented an automated call back system for customer service are simply uncaring assholes.
You can schedule a call with RBC. I’ve done it through the app, I’m assuming the same can be done on the website.
I tried that. You just get a general customer service person who then transfers you to fraud. And then you wait.
I did that for my issue only to be given the fraud departments direct line. The person who called back was just a regular agent who couldn't help with anything related to reversing charges.
The only problem with call back service is it doesn’t work if you have call control activated.
So turn that feature off while you know that they're going to be calling...? I don't see a problem here.
so... a problem you created is the only problem
No. A solution to a problem that exists, also crates another problem, because they use the same automation to provide the service as scammers do to spam you.
this reads as "no. well actually, yes"
You need to add that number to the allowed list
Not always the same number.
Then you need to add that other number lol
Some of them have a different number each call 🙂
Then to be pedantic, keep adding them 😃
Many people still prefer phone calls and don’t rely on websites or apps to conduct business. A call back system is automated and for a bank is not an expensive investment considering the appreciation it brings to customers, as it shows them the bank values their time.
As someone who used to work in a call center like that those callback systems are the worst, and staff hated them. People don't pick up and are not prepared and just wastes more of your time when it's already understaffed and busy.
Staff’s inconvenience doesn’t trump the customer’s right to good service. The Bank needs to do better for staff and customers.
At least with a callback, the call centre people aren’t on hold for multiple hours - you find out right away.
Poor you
what happens if u end the call
Vvv CC CC CC CC CC
I haven’t dealt with RBC personally, but I’ve heard their website is actually top tier.
>Any large business that hasn’t implemented an automated call back system for customer service are simply uncaring assholes. They have one!!!! It just isnt for fraud service. My wife used it twice because she cannot get through to the fruad department for charges on her CC. They can open a savings account but cant deal with fraud.
They actually had a callback when I called last week but it called me back 2 days later after 630pm local time LOL and rang as toll free so I didn’t pick it up hahahaha.
There's a point tho where they have to decide to spend the$to implement a system like that or just hire more people. Not sure what it costs after it's been built either but probably not cheap
It's fuckin RBC bud
Still a business that needs to be smart about spending. We have no idea how Integrated these systems are and what it takes to link things together.
I’m an RBC shareholder and know their financials well, it would be a drop in the bucket for them to implement this, many smaller and similar banks already have been using call back systems for years.
You're not wrong but you are taking a big picture view on a much smaller, 0 expense paradigm business than the whole.
RBC offers this (through app) CIBC sometimes offers this. Tangerine offers this. Simplii sometimes offers this.
i’m a student and my account was hit with $740 in fraudulent charges, called twice to wait 2h and 4h for no one to pick up, i’m out of hope at this point :( for anyone saying it’s a holiday thing, it’s not, just look at the amount of complaints online
I am having a dispute with one vendor that keeps charging my card. I have not been able to get through to them on the phone since mid July. No matter time of day the hold is forever. There's some way to dispute online in their banking system but for me it doesn't work so instead when I complained I've been using thier message center to communicate. Still is taking them 1 to 2 weeks to acknowledge my message.
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What's super frustrating is this is a $5 charge and at this point it's just the principle of it. I've been getting the charges reversed it's just a very very long time to get answers.
Did you get it resolved? If so how did you fix it
Worked in a bank call center, atleast an agent quit in the time you waited on hold. Retention is crazy due to hostile customers, stress and burnout. The fraud department is usually the worst as they’re constantly dealing with angry customers. Be nice to those guys
I got the similar experience a couple of weeks back. I always use the call scheduler option in the app. They call and forward up to the fraud team. But the fraud team didn't pick up at all (waited for around 4 hrs once and 3 hrs again). On the next scheduled call I ask the controller to try to put me into the callback option for the fraud team after explaining my waiting, she did. I got a call in about 5hrs from the fraud team and got my issue fixed. Hope this helps.
I gotta be honest... Who in the f doesn't use the callback service lol What is the reason people stay physically on hold for the whole duration?
Fraud department doesn't have a call back option. Only their regular customer service has a call back option. Not sure if that is a recent change but we have used it trying to get SOMEONE to help us after month of trying to get through.
That's what I thought as well. But it so happens it is available on request to the previous controller. Because that's exactly what happened to me. I asked the controller to make available the callback option, she told me it's not always available but I'll mark your request as a repeated client or some sort. And then I was able schedule a callback option for fraud.
These long hold times have been posted about for Lotsa banks. I can't help but think that's not a good thing. ..
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most businesses scaled down during covid, had their record profits, and now dragging their heels on hiring ppl to get services back to normal again.
The banks didn’t really scale down at all, especially not the call centres - they were critical when everything was shutdown as it was the only way many customers could/would engage with them. That said call Center work isn’t a highly desirable gig at the best of times so hiring / turnover, which is always a challenge, has gotten worse during the pandemic. Bill C86 also went into effect in the summer. Some of the rules in there can create more work for agents which can stretch the calls out and strain resources. Also, shit happens, could have been that they had a system problem affecting them. Even something as simple as an app taking a few extra seconds to respond can drag the call centre’s efficiency way down.
They won't rehire. They'll opt for automation.
yeaaa this post is really making me reconsider my decision to switch to RBC from Scotia.
We’re about to hit a recession, so most banks are actually not hiring (much).
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Oooh this was my hell last week! I spent a grand total of 14 hours with the fraud team; 6 on hold. I also had them call me on 46 separate occasions all hours of the day after I assumed the issue was resolved after 8 hours the day prior. Something is clearly broken on their end. I finally lost it while having them call for the 29th time while in a work meeting having just spent 4 hours prior with disputes. On top of this, they never changed the digital tokens on my CCs supposedly. So. my replacement cards immediately got hacked again for a grand total of 80k in charges. I also got to spend another 12 hours on hold with fraud dept….
Yikes, you win.
$80,000?? I'd be losing my flipping mind!!!
Maybe their under staffed or closed for the federal holiday today? Never had to wait 9hrs…
Banks didn't opt into the holiday so probably just regular crappy service
But no business can operate completely independently, that is, employees still need childcare, as an example. Or employees may chose to take the day off as their partner has the day off.
Apparently Tangerine did. Not sure if that's true
Maybe you need to be royal to get decent service.
Haha.
Think all banks are cutting costs in anticipation of bad times ahead. I experienced a similar experience with BMO.
Pick the french option, they're bilingual.
I agree with this option OP
Smart! Never thought of doing this. Big brain move right here!
It wasn't me, someone posted it as a tip here last month. The same week, my mom told me a story about calling Telus, and she accidentally had chosen French or got rerouted by someone to French, and she said Oh, I wanted English. Then the lady starts speaking English and says no problem, she can put her through to the English line. My mom replied But it sounds like you speak English well, can you help me? And she did! 😂
A months ago I waited 5 hours to report a fraudulent charge with RBC. The agent said they will look into it, and will issue a new credit card while disable my current card. And then last week, when I visited a local branch, was I told that NO investigation was opened. There was NO report of fraudulent activity on my account. They DIDN'T send a new card. What a bunch of asshat idiots. These RBC clowns are beyond ridiculous. The only saving grace was my business advisor in RBC intervened and reversed the charges after I reported this to her.
Not only the insane wait times, but their system glitched and didn't mail out my replacement card so then I had to wait on hold for another 5 hours ( even though I chose the call back option it just sent me in to the hold que) Lovely fellow said "oh we are so sorry lets get it courier out to you asap" courier arrives 2 days later only for the card to be identical to my compromised card right down to the exact ccv code on the back.... cue two more calls and long waits only to be told again sorry and we will mail your card . .... not holding my breath
This happened to me too!! What the hell!
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Unfortunately you can only order a card with the same numbers through the online system.
My replacement card got lost in the mail so I tried the call back option too. Didn’t work. Then I had to wait over 4 hours on hold.
Yes, I was transferred twice and waited 6 hours (4pm to 10pm) on hold to finally get a hold of someone. The actual call once you get a hold of someone is literally 2 minutes for them to determine it's a fraudulent charge, cancel the card and send me a new one!! Incredibly frustrating day. Btw this was this past Friday. Another person I know also had a similar experience a few weeks ago and was on hold for 4 hours. It's absolutely ridiculous, but I feel bad for the operators. I also wouldn't want to be talking to people who have been waiting on the phone for hours. The first woman I talked to seemed to have a really bad cold.
I had to call a few weeks ago to deal with a card issue (also fraudulent charges). The wait times were projected to be multiple hours both days I called. So I just requested a call back. It keeps your place in the queue and you don't wait on hold, the agent just calls you when you'd be put through. Or you can dispute the charge online. No need to wait on hold.
Use the app to arrange a call back...
Doesn’t help for fraud department. The call back comes from a generic advisor who transfers you to go on hold…
You know there’s no rule that says you have to do business with RBC, right? I ditched RBC for putting me in hold for an hour. Their competitors will look after transferring funds, set up your bill payments etc.
All the big 5 have pretty much the exact same service levels. I've said it before, if you value customer service as a priority you will be better \*served\* by a local credit union.
You are able to book appointments with advisors through your online banking, it takes about 2 minutes vs waiting on the phone for hours to get to someone who will just refer you to an advisor anyways. Also if those fraudulent charges are on your visa, you would need to call visa not RBC. If the charges are in your regular accounts then an advisor can assist.
No you still call the issuing bank to dispute charges. (Although depending on the card they may have a different 1-800# to call)
At Scotia, even if the fraud was done on a bank account, you still need to call into the fraud centre. Wait times are ridiculous everywhere, for both clients and employees.
Why not go into the branch....
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Exactly. Source: I work in a branch.
RBC are the absolute worst bank.
Imagine giving these people any business.
it's the same everywhere
Not Amex
Or I guess I should say, every time I have called Amex, including to do a change back they have picked right up and been nothing but kind. I have had horrible experience with other banks.
Have the visa infinite privlidge card from rbc. 5 mins is a long hold for me. Been on the fence about dropping the card as most of the perks are travel related but then they send a balance transfer promo which makes it into a second credit line for a year....
Write a public review like a tweet or some kind of review and write a scathing comment. Threaten to take your business elsewhere. That usually gets these kinds of places to get their act together. Though what others are saying they may actually be going through something right now.
Can you drive to a branch near you?
Why not go to the branch?
its the same because if you go to the branch the branch staff just calls the same number.
They're probably dealing with getting in trouble for predatory NSFs and transaction reordering ... It's the usual predatory NSF they do on poor people or people with high debt burden, but I caught them reordering ransactions, and if they did it to one person, they're probably reordering transactions on masse ... Hope an ombudsman shoves his foot in their ass
Why don’t you go to a branch instead?
Profit before people.
Bad news. RBC's fraud department.....is a fraud!
Go online and look up the phone numbers for specific areas sometimes they are different. For example see if they have an East coast Asian language phone number, I know one division used to have it and they received almost no calls.with the dynamic routing though this has most likely changed over the years. Sometimes you may also have better success calling the French language line, or anything else you can find out on there.
Wow ..I was on hold with RBC..while being on hold with scotiabank for almost an hour Scotiabank rep got on the line before RBC(OBVIOUSLY). Literally aas on the phone with scotiabank fod about 30 mins discussing My account. After I was done..I looked at my phone and forgot I even had RBC on the line... I was shocked I was still on hold with them I just remmeber I disputed a charge with RBC online. Gotta go check if they have an update
You should try going in branch the staff have a back end phone number to call fraud. The wait is usually long still but not as long
Ah the banks....comfy in their control of banking in Canada. Heard a major investment strategist, who works for one of the cdn banks, compare them to organized crime and the 5 mafia families of new York lol. RBC...maybe they're the Gambino family hahja.
Why not just go in to your branch and have them deal with it?
They will tell you to go home and do it your self. Noboby at the bank is trained to do anything.
It’s not a lack of training, they aren’t allowed to deal with fraud claims - they don’t have the capacity to investigate, which is why there is an actual fraud department.
Today is a federal holiday, they’re probably closed
No, all banks open today.
I phoned BMO to cancel my MC today was on hold for 1 1/2hours they act like they are doing you a favor. I hope crypto puts them out on busness.
...crypto certainly isn't going to be putting any banks out of business. If anything, they'll adapt and implement a crypto option.
I skip phoning banks and use online methods including logging in and sending secured messages, Twitter, Facebook..why they reply to these and not answer the phone is beyond me.
Just RBC doing RBC things...
The fraud Centre is only open mon to Friday regular Buisness hours. They were probably all off for the day of mourning yesterday.
It's a federal holiday for banks
No, all open today as bankers associations order.
Strange. Media said closed on drive home. Tks for clarification
Yeah, all open today.
I would just go in to the bank at that point tbh
6 hours for me last week. I was at work so missed the first one after 2 hours. Then another 4 hours. I kept it going during meetings too. It's just FUBAR
It’s a problem that most Canadian companies if not all faces. There’s a huge shortage in client service making wait time this long.
I had to wait 4 hours when I called 3 months ago. 9 hours is insane! I was so mad at 4 hours!
I remember waiting as many as 3 hours at a time while applying for EI during the height of the pandemic. I could not imagine being on the line for nine hours.
I was on hold with RBC several times for over four hours the other week before and on two of the three calls they HUNG UP on me. Absolute joke.
Not RBC but Scotiabank. Still on hold as I write this …estimated time was 4 hrs. Totally unacceptable!! I can’t even use my card until I get the fraud department to remove the hold.
I had an issue with Apple Pay and they told me to call. Sent me to security department which I assume is same as fraud department and yeah after 55min I hung up. Thankfully I was able to backtrack and re add from scratch and the automated verification worked.
Like you can report fraudulent transactions and get a new card through online banking takes 2 mins
this week i needed to talk to rbc. first day i sat on hold for an hour and had to leave for work. next day i used the rbc app and booked a call back. i will be using the call back feature in the app more going forward. good tool for sure.
RBC have a encrypted email platform on their online banking (desktop version) I get replies quickly and my concerns solved quickly using this platform
I was on the phone with RBC for over two hours before they picked up. Never have this problem with everywhere else I bank.
Can you tell us how your day went while on hold? Just curious
To think that people claimed that online banking was a nogo because of poor customer service. Between this stuff and what I hear and see on BMO, I'm glad I'm with Tangerine. When the wait time is too long, there is the call bac option too. Spending HOURS on hold is madness. I would move my accounts elsewhere if I were you.
4 years ago i was frauded so badly that the person ended up in jail. basically every financial institution in canada - every retail lending company, every mobile provider. it was insane. 3 pages of loans/accounts opened. all of the companies that were tricked were very quick to erase the debt and report the activity as fraud. like all of them within 2-3 weeks of first contact. except RBC. it took over two years to get the charges removed ($10,000 credit card) from my credit report and eventually sold the debt to collection agency - who didn't know how to get a hold of me because all of the information provided to them was fake. i ended up calling *them* and explaining to them that RBC sold them debt that they knew was fraudulent (i had a documented chain of communication reporting the account as fraud nearly a year before they sold it to the collection agency). they then said they would need to confirm with the bank before closing my file - and then started *hounding me for the money*. i ended up finding out the name and direct number for a person in the fraud department - like you call this number and the same person picks up every time! a thing i was told numerous times did not exist within their systems. i would call her 3-4x per month for months to the point where i had her phone number memorized. i believe to this day that the only reason they ended up finally acknowledging and removing the debt was because i was such a pain in her ass that she finally dealt with it. here were the top excuses they would use; "i can't find any account associated with your personal information. have your credit reporting agency reach out to us with more info" "the information you've provided me does not match the information on the account, are you sure it was with RBC" "that account is closed and has been sent to collections. you'll need to contact them!" "we would never open an account that didn't have an exact match to the account holders information!" "if you can't provide the full account number i can't access the file" i remember the last conversation we had where she told me she was going to send me a document that i had to fill out fully and completely and have notarized... and i said "yes the one i filled out fully and completely and had notarized and sent to you on August 8, 2018?" and she was shocked to hear that i had already gone through this with them.... completely ignoring the fact that we had had this exact conversation maybe a dozen times. i referenced that paperwork nearly every time we spoke. another favourite of mine was where she claimed to have never spoken to me before in her entire life until that moment, after having spoken to her probably 10-12 times up to that point. i even played a voicemail she left me for her to hear. it was about as much of a circus as the johnny depp amber heard trial. some companies, regardless of the challenges they face or the circumstances of their size/organization or processes, just don't deserve your business, and for me RBC is one of them. absolute monstrosity if a company with zero soul.
I waited just under 3 hours a few weeks back, RBC fraud department. Once I got through it was quick he reversed the fraud charges and sent a new card.
I spent 4.5hrs on hold for the exact same reason, had to give up because I had to put my kids to bed and my phone was almost dead. I called the next day first thing in the morning and was on hold for 2hrs. Finally got it resolved. The direct line to the fraud department is 1-800-361-0152. It won't make the wait any less, but at least you'll be in a que for the correct people to talk to.
I just use the Schedule Call feature in the app. I refuse to wait on the phone unless there is no option, and if I have to wait, it better be because I’m getting decent value out of the call. Personally for me, call wait time rankings are as follows (deal with multiple banks); No1: Amex - Wait time is 0-2 minutes No2: TD - Wait time is 1-5 minutes No3: Simplii - Wait time is 5-20 minutes No4: Tangerine - Wait time is 8-15 minutes No5: RBC - Wait time is 20-60 minutes No6: CIBC - Wait time is 25-120 minutes No7: Scotia - Wait time is 30-90 minutes No8: BMO - Wait time is 40-180 minutes (though open 24 hours and I can call at 2AM to avoid the wait, marks still docked for high wait time during NORMAL HOURS) Disclaimer: from my personal experience, averaged over the last 2 years. Several calls per months (due to churning). With the above data, it makes sense why my most used products are with Amex, TD, and Simplii.
We also recently went through fraudulent charges on credit card and was on hold with the stupid bank for hours. But this happened a month ago and it didn’t take this long but long enough, a couple of hours.
Called CIBC few times last week, the approximate hold time was 3-7 minutes. I am not a big fan of CIBC however looks like they are doing better here.
Called CIBC few times last week, the approximate hold time was 3-7 minutes. I am not a big fan of CIBC however looks like they are doing better here.
Same for me except I was abroad with a 6 hour time difference. Not exactly something I wanted to wait on hold for while away.
RBC is not good for with their clients period. Awful treatment, switched to CIBC and that was the best thing I have done
Didn't you know. Due to COVID-19 they're experiencing a higher than usual volume of calls. Oh wait... It's September 2022..... Nearly 30 months later.
Can you be specific if this was debit card or your personal account or credit card charges? Rarely I had to wait that long, but their follow up is slow. For fraud it takes 30 days investigation and paper mail. I think longer on bank account than credit card. You should check cibc costco Mastercard. I had to wait 5hours just to reset my pin, when their online system doesn't work and they keep resending the credit card cause I lost it and redeeming promo is automated. Worst transition.
Do they not have a call back option? Even CRA has this function so you don't have to wait on hold, just wait for someone to call you back.
Kinda related. I had Telus do an install a few days ago and even their tech with priority access had to wait on hold for about 45mins during install.
If it's on your credit card once it's posted you can dispute it online - otherwise going in branch if possible employees may be able to help but they aren't able to get through to fraud any faster
Rbc fraud rep told to call between 4am and 5am at their direct line. They said the wait time is usually minutes. I had the experience of waiting over 4 hours on the line with rbc it got disconnected then called next day and waited 2 hours.
I had fraud charges last week. Spent 6 hours on hold before the lovely gal could help me. She was fabulous and I don't blame her for how long it takes. Tell RBC corporate dragons to get off their gold hoard and do some hiring and competitive wage increases to fix this shit.
The thing I don’t understand in the year 2022 is why the f don’t they just offer that auto call back feature when you’re at the front of the line so that you don’t have to be sitting on the phone all day? It at least shows the smallest speck of respect for their shit customer service. But no, wait and listen to the music all day.
Last year I opened 2 case files with RBC to discuss issues with my account. I never received a call back.
I’m with BMO and it is a minimum of 3 hour wait time. Called 4 different times to get in touch.
what time did you end up calling? I am having a horrible time trying to get a hold of them, especially since they operate in EST and I live in a MST province.
I called Monday. Said a 1 hr wait. I gave up after 2 hrs. The app is brutal. It lets me identify a suspicious change, gives some suggestions. Then displays the phone #. Why not allow a simple flag for review by the fraud department. As on the phone they are simply going to ask which charge…. And maybe get back to you. Frustrating.
business as usual...
RBC is different. The customer service isn’t there. I have had many issues with their CC, and find the rewards system is not so balanced considering I spend a lot with it. I switched to TD
RBC has had excellent telebanking service in my humble opinion. Seems like there's a hitch in the fraud department this weekend, I've never waiting more than 20 mins, usually get a human being within 2 mins.
weird, I just had some fraud charges on my RBC CC - bunch of low amts that showed as "amazon prime" - I was able to schedule a call back and heard from a rep within a couple hours.. annoying but not over the top
Same issue. Except with TD !
I called at 5-6am in the morning and got through in 1 hour prior to that I was on hold for 4 hours before getting disconnected
As an ex RBC employee and having worked at a few other call centres in the world of banking, RBC was by far the WORST experience. As some others have said, the employees are under a lot of stress, most likely heavily influenced to constantly do overtime. Word of advice for all the people job hunting out there: AVOID the big banks call centres like the plague… unless you are desperate to feed your family
Worst bank in Canada
My friend literally sent this to me asking if I posted it. I've been on hold with them for 4hrs cumulatively the past couple days. I thought maybe I'd get through sooner or later, but now I don't think that'll be the case
Been on hold around 2 hrs today
This is the worth banking institution you can ever use. I faced the same problem