14 December 2017
Keith Appleyard

Please Engage Brain

Keith Appleyard - available for hire

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A place to share stuff that isn't at all fintec related but is amusing, absurd or scary.

RBS Internet Banking is not for the English

28 January 2013  |  5588 views  |  0

I had fun with RBS Internet Banking on Sunday. When I went to Login as usual via a page dedicated to RBS Customers in England, I got an error message that my Login credentials hd not been recognised.

I contacted their Help Desk via Chatroom, and they assured me everything was working correctly, and what I needed to do was delete all my Cookies & Temporary Internet Files. Sceptical, I tried logging on via another Desktop, and then via my BlackBerry, and both had the same problem.

Back into chatroom, I told them what I'd tried, and they told me there must be a glitch on my Internet connection, because it was showing up as I'd tried to access from 3 multiple devices, and my Account was now suspended. I politely pointed out what I'd just told them I'd done across 3 devices.

They assured me that there was nothing wrong and everything was functioning normally. I asked how could thst be so if I couldn't access my Account?

They repeatedly assured me that the only way to fix the problem was to delete all my Cookies & Temporary Internet Files and wait for 30 minutes. Asking how deleting doing that on my Laptop would magically fix the problem on my Desktop & Blackberry, they just repeated what they said. They declined to consider any other alternatives such as raising a fault log.

So reluctantly I did delete My Cookies, closed the browser, re-booted the laptop for good measure, and of course, there was no change.

Finally talking to a 4th individual at RBS Help, he instead gave me a completely different URL which did give me access (after 2 hours of messing about).

Monday morning I've checked, and the 'official' England URL hasn't been rescinded but still doesn't work; instead of telling you up front this URL no longer works, they wait until you go through the full login procedure before they give you the error message.

It's enough to make you want to leave.

TagsMobile & online

Comments: (1)

Keith Appleyard
Keith Appleyard - available for hire - Bromley | 06 February, 2013, 15:58

Interesting to note

(a) I formally complained to RBS via their website, where it promises a reply within 48 hours from either my Relationship Manager and/or my Branch Manager, and 7 working days later neither of them have been in touch, via phone or e-mail

(b) I got a routine marketing message ("Supporting your Business") from Mark Andrews, the Managing Director of Business Relationships, so I took the opportunity to tell him of my experiences, and over 2 working days later there's no reaction

(c) the orginal 'fault' with the website is still up there, 7 business days after I first reported it.

Methinks RBS Business Banking just aren't that interested?

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job title IT Consultant
location Bromley
member since 2008
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Focussing on IT Strategy and Systems Architecture issues, primarily in the Payment Card Industry - scope is Global. SME on topics such as Data Protection and Encryption.

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