Royal Bank of Canada Mutual Funds & Registered Plans
Excessive account verification interrogation process

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.

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!

Company: Royal Bank of Canada Mutual Funds & Registered Plans
Country: Canada
Province: Ontario
City: Toronto
Phone: 18004633863
Site: www.rbcroyalbank.com/investments/index.html

  <     >