RBC Bank USA Complaint - How can such an awesome Canadian Bank allow a US counterpart be such an embarrassment
FT LAUDERDALE, FLORIDA -- I have been banking with RBC Royal Bank in Canada for 7 years and RBC Bank USA for 4 years. I always received nothing less than amazing customer service in Canada and expected the same when I opened a cross border account in the USA. After moving to the USA in 2007 I kept both banks open in order to maintain relations in both countries for ease of cross border transfers.
To my amazement I recently incurred 500.00 in service charges on my US account. The reason...We deposited a check in to the ATM, drawn on a different US bank that we have. Because we just moved to Florida from Mississippi we are currently trying to convert all of our ACH auto pays from one bank to the other. One of the auto pays that was to convert to RBC was done quicker than we were informed. We caught this in time on Sunday to run to the ATM and deposit a check from the other bank in Mississippi, as the item was to clear on Monday. In our haste we forgot to sign the deposited check.
The 'person' who verified the deposits noticed there was no signature and reversed the deposit. We still had enough funds to clear the ACH Payment that clearing, however the 15+ Pocket charge transactions that we had already done on our card now had no funds available to clear. Rather than call us on Tuesday morning to notify of the missing signature, no one called. When we went online to check our account Thursday night, we discovered the problem. Evey item $2 - 20 that cleared from our pocket check card incurred a $35 NSF plus a $6 reentry fee. Although the Canadian reps were very concerned they were not able to reverse anything over 10.00. We went to the branch in Florida at 900 am Friday to discuss the situation with the branch manager who said it was not their error.
He contacted the Senior area representative who offered to refund us 49.00. I was totally appalled by this!! ..In 30 years of banking I have received 1 NSF Charge prior to this(which was reversed)The gal at customer service in Rocky Mount, NC was pleasant and was able to manage a reversal of 225.00 from the bank manager in Ft Lauderdale.,,because again, it was 'our' error. OK, charge us for 'rentry fees. - but this is absolutely ridiculous. I am sick to my stomache about this. RBC Financial Group in Canada needs to take a close look at their US counterpart to see how they are ripping people off because of their lack of knowledge about how their own systems work. This bank is an embarrasssement to RBC Financial Group in Canada. Monday, I call the ombudsman in Toronto, wish me luck!