RBC Royal Bank

Posting this as I'm standing in line waiting. Covid procedures are great but only 2 counters open.

I have never been so offended. I went to the Cooper Rd branch in Kelowna BC. The RBC teller that helped me was very rude and not friendly. She asked the nature of my transaction. She went silent for several minutes and typed notes. She asked me questions about other transactions on her screen. Went silent again and typed notes. I felt like I was being interrogated about my own account with no explanation of why this was happening. I asked for a bank draft. She had 2 different people look at it when it is a very standard transaction. The third person that came started making implications that I was doing something wrong vs flat out asking me questions and providing explanations. It was very unprofessional and flat out rude. I am a designated CPA but because I showed up in regular clothes and no make up, all 3 RBC reps treated me like I was some young punk. To top it off, as I walked out of the branch, a rep asked me when my baby was due....implying that I am fat because I am not pregnant.

We recently moved to Kelowna from Alberta. We dealt at the Red Deer South branch for a number of years. The efficiency and customer service is nothing compared to the branch back there and the one we deal with in the USA. We have had an application in for a RBC Avion for over a week as well as open cards since April 1st and the service to assist is so disappointing. After reading their site and figuring out which credit card best suites our needs, we told them we wanted the new Infinite card which offered 35000 points and immediately without even looking into this, she said, you cant have the points....its expired. This response ticked me off. I took a pic of the offer on their site. She didnt call back when she said she would. 2 days later she called and I told her she better read up on the services they offer. I was a Scotiabanker for 18 years and I would never take for granted a customer's needs and file them at the bottom of the pile. We want the Avion card for travel purposes and after having 3 bank accounts, a credit card and a paid off mortgage and R1 rating, they don't appear to want our business. Maybe its because our bills are paid off monthly and they don't make any money on us... The rep was to return our call 2X this week and were both late and still waiting for another one. Not to mention, she said she would send us the necessary documents she needs to proceed with this credit appt and hasnt done so either. She didnt provide a number where we could call and not an email address either so short of me walking over to the branch and putting up a fuss looks like the only way to get some resolution to this problem. Where is the asst manager or someone I can escalate my problem to??? If we didnt travel so much and no longer like how airmiles deals with their points, I would drop this application immediately but where can we go to get this resolved? Is there anyone who can offer up a branch where RBC would like our business?? Thank you

Some of the processes for simple tasks are extremely inefficient and the staff never seem to work with urgency. Long line ups, reduced hours, stern staff. Branch is getting better since the 2019 renovations and has faster and more efficient systems.

This location doesn’t stock Mexican Pesos! Everyone goes to Mexico on holidays! Two other customers in the branch were also surprised.