RBS bottom of customer poll... again
Which? said it “may not be for everyone” as it does not have physical branches.
Which? found fees and charges are still a “mystery” to many customers, with no provider in the survey given a maximum score.
The consumer group has a campaign called “stop sneaky fees and charges”, which urges financial firms to put an end to hidden and hard-to-compare costs.
Vickie Sheriff, Which? director of campaigns and communications, said: “While there are positive signs in some areas, such as online and mobile banking, banks have a long way to go in making their prices clear to stop people being hit with unexpected charges. If the banks aren’t doing enough to ensure their penalty fees are fair, the regulator should step in.”
RBS has been dogged by technical glitches in recent years.
In October, customers reported having their debit cards declined in shops and at ATMs. It came a fortnight after Andrew Tyrie, chairman of the Commons Treasury select committee, spoke out about bank IT system failures and the impact they were having on customers.
On New Year’s Day last year debit card holders reported having their cards declined at tills and their pins blocked. While in September 2015, NatWest and RBS customers were hit by a technical problem that meant some could not withdraw cash or use their card in branches. The previous year it was hit with a £56 million fine from the Bank of England and City watchdog Financial Conduct Authority after a computer failure in 2012 saw as many as 6.5 million customers unable to make payments for as long as three weeks.
An RBS spokesman said: “We are committed to serving our customers and providing them with the best possible service.
“Our award-winning mobile app is helping millions of customers to bank on the move and is highly rated by our customers and by the Which? research.” A FORMER bankrupt has won the latest stage of her legal battle to recover more than £10,000 of PPI payments from the Royal Bank of Scotland.
Alison Donnelly is suing the financial institution because she says it refuses to hand back £10,815 compensation for mis-sold payment protection insurance.
A judgment issued at Edinburgh’s Sheriff Appeal Court tells how Mrs Donnelly was discharged from bankruptcy in December 2013. At that time, she owed RBS more than £21,000 from loans arranged with the bank between 1997 and 2003. Mrs Donnelly then claimed for £11,927 for PPI which she had taken out with the loans.
The bank only paid back £1,111 to Mrs Donnelly and kept the rest back to settle some of the outstanding amount for the loans which she had taken out in the late 1990s.