RBC has horrible wait times on the phone. I waited for over 2 hours and 20 minutes, and could no longer continue as I have other things to do in life, and the loop of the same music and automatic messages was driving me insane. RBC needs to staff their customer service department so that staff can answer phone calls in a prompt manner. For a company as large as RBC, over 2 hour wait times are unacceptable.

Back in the early days of my dealing with RBC, I always received excellent service, that's from late 1979, early 1980 until recently. They seemed to be at the forefront of the concept of one voice one consumer. Not so anymore. First, they locked my account for security reasons and that was fine. They had me do a video conference with my branch located in Vancouver as I now live in a relatively remote area. After which, they told me I had to visit a branch that is about 1:30 hours away and since I do not travel well, it's not that easy to drive back and forth. Anyway, I spoke to the teller at the branch and she spend a lot of time on the phone and eventually referred me to her manager (I guess that is what she was) and all she said was it was going to take a couple of weeks. In other words very dismissive. Since my dog was in a very hot car, I didn't have time to argue with her. I then called their customer service and was disconnected on 3 occasions. On my 4th attempt, I repeated everything to the agent who tried to connect me with someone in security only he used the employee line. Oops! Anyhow, needless to say that by that time I was very frustrated and lost my cool. You see my main issue is that I needed to pay some bills and transfer some funds over. Otherwise, it wouldn't have bothered me. My decision though is to not deal with RBC ever again. I'll wait until they unlock the account and then I'll transfer all of my funds over to another institution.

Recently we needed to activate our RBC US accounts and found that April at RBC US was outstanding. We needed to activate our expired accounts as well as change passwords to rbc.com and April was not only knowledgeable but extremely patient for someone that sometimes struggles with technology. Wow...Please pass on our qudos to April. We were on the line to her @ 8:35am on August 18th.