I spoke with a ''Lisa'' since around 10:39 this morning on Feb 4, 2025 intending to open up a TFSA & make some RSP contribution. We all aware that we must go through a routine account verification process which NORMALLY involves 1-2 security questions. After providing correct answers to 2 such questions, I became increasingly annoyed when this Lisa person asking how much money I have with an account. I offered my answer quite uncomfortably & feeling quite unnecessary & offended by this sort of hugely personal & sensitive questions.
This Lisa person did not stop there & proceeded to security question number 4. I became more upset & agitated about this sort of interrogation type of questioning after over 30 years using this RBC account.
I started raising my voice but said nothing insulting or using inappropriate language. I said to Lisa that usually no more than 2 much less sensitive such questions are involved & WHY THIS LISA PERSON HAS 4 OR EVEN MORE COMING AFTER for me.
Lisa , ignored my complaint & said she could not help me further (MORE THAN INTERROGATING ME!) as I WAS NOT '' COOPERATING '' WITH HER (INTEGRATION). She hang up on me before I could finish telling her to connect me with a supervisor
I called right back & requested a ''Laura'' that I needed to speak with a supervisor. This Laura person not only kept repeating what she had told me a few times already but also making me repeat my quite negative customer service experience multiple times. When I asked for her last name which she said to me in the very beginning, she refused & said she was '' uncomfortable'' giving me her last name again.
I felt increasingly agitated with Laura's repeating explanation about their security process & seemingly failure to understand or comprehend my relative uncomplicated complaint against ''Lisa''
I feel that these RBC associates have lots of room to upgrade their listening & report writing capability in addition to proper customer service related skills. It is more or less a pure chance if you happen to have a relatively well-mannered & patient customer service person ANYWHERE WITH WHOEVER BUSINESS IN MY OWN PERSONAL EXPERIENCE ALL MY LIFE.
NO MORE NEW BUSINESS FROM ME TO RBC!
Consequently, whether you are getting positive or negative customer service experience is 60% who answers your call/40% which business/office you call. Good luck, everyone!