New Reviewer

Nightmare of Customer Relations with Royal Bank of Canada.

Nightmare of Customer Relations with Royal Bank of Canada. An Instance of How Atrocious RBC‘s Customer Relations Really Is. It was around 7pm central time when I decided to book my flight using the RBC travel tool. I entered the dates and made payment to book only a flight. Once the flight was purchased, an email was sent to me from RBC Travel. As always, I double checked the flight details to ensure the flight was booked correctly. I then noticed my flight days were off by exactly one month. The confirmation email was showing my dates as Feb 20-27, when it should be March 20-27. I IMMEDIATELY called the RBC Travel line, (at 7:07pm central time) and was placed on hold. This is where my horrendous nightmare began. While on hold for 20 minutes, I decided to be proactive and call the airline of which my ticket was registered too. I dialed the number of that airline from another phone line (while still on hold with RBC Travel), and reached the customer service representative of the actual airline within a matter of second. While still on hold with RBC, the airline rep suggested it would be best that I talk with RBC Travel to change the ticket, as I would experience a $250 fee to change. I hung up with the airline personnel and continued to hold with RBC. A full hour had passed by and still the RBC Customer Service representative had NOT answered my call. I was becoming more and more frustrated as the elapsed call time flashed on my phone. In order to try and ease my frustration I began looking on RBC's website for another number I could call since the customer care department was lagging in call wait times. At that point, I then noticed the times of which the RBC Travel customer service center. The hours of operation for the RBC Travel center are: 6am – 8pm central time. My time was now 8:20pm central time. I was now 20 minutes into the ‘close time' of RBC customer service call center. I looked down at my phone to show the total call time of 1hour 20 minutes. In absolute dissatisfaction, I hung up the call. The next morning I instantaneously called as soon as RBC Travel opened (6:15a central time) and waited on hold for approximately 10mins - surprisingly. The call was then taken by a 'Charlene'. I mentioned the situation to her and at that point, she then told me “I was now subject to the change fee because I didn’t call in right away to notify the change.” I then began to run through my events stated above, and this ‘RBC customer relations’ person had the audacity to tell me I should have continued to wait on hold when I originally called in the night before. I explained to her that I am not familiar with the mechanics of the RBC call systems and that knowledge is not a requirement to book an airline ticket through Royal Bank of Canada. Thus far, they have continued to tell me I am subject to the change fee of $250(USD). This is worst instance of customer relations I have ever experienced- thanks to Royal Bank of Canada Travel. I am disappointed by the lack of customer care knowledge throughout the Royal Bank Team. http://nightmarewithrbccustomerrelations.blogspot.com/
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ID
#472135 Review #472135 is a subjective opinion of poster.
Location
Austin, Texas
Loss
$250
New Reviewer

BEWARE!!!! RBC TRAVEL INSURANCE IS A SCAM!!!!!!!!!

RBC TRAVEL INSURANCE IS NO MORE THAN A SCAM LONG STORY SHORT IT DOSN'T MATTER WHAT KIND OF POLICY YOU PAY FOR CHEAP OR EXPENSIVE YOU WILL BE ALL ON YOUR OWN IN A FORIGEN COUNTRY THEY WON'T PICK UP THE PHONE AND IF YOUR LUCKY ENOUGH AND THEY DECIDED TO ANSWER YOUR CALL YOU WILL ONLY GET THE RUN AROUND NO COVERAGE AT ALL!!!! TOTAL SCAM!!!!!!!!!!!!!!! EVERYTHING THEY CLAIM IS COVERED IS NOT COVERED ONCE YOU ARE IN TROUBLE AND LOOKING FOR HELP AND COMPENSATION BEWARE DON'T WAST YOUR TIME AND MONEY WITH THESE CROOKS!!!!!!!!! PLEASE AVOID THE HEADACHE AND THE FRUSTRATION OF DEALING WITH RBC TRAVEL INSURANCE!!!!!!!!!!!!!!! PS: I'VE CLOSED ALL MY BANK ACCOUNTS AND CANCELED ALL MY CREDIT CARDS WITH RBC.
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ID
#394043 Review #394043 is a subjective opinion of poster.
Loss
$1500

About

Summary

RBC Insurance is a large bank-owned insurance group of companies. It is headquartered in Mississauga, Ontario, Canada. RBC Insurance offers a wide range of travel, life, health, home, and auto insurance products. There are also wealth insurance and reinsurance programs. The company serves clients across Canada. Reinsurance solutions are available for clients around the world. RBC Insurance provides creditor and business insurance services to individuals, group clients, and businesses. Travel insurance policies are provided online upon customers’ request. The company also specializes in banking and wealth management areas. RBC Insurance employs over 3000 specialists worldwide. Customer service is available during normal business hours.

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