I see that you have changed the user interface recently.
I must say that the fanfare that you gave the changes far outweighs the impact of the changes. They are trivial and not very helpful.
Please invest considerably more resources into this area. It is complex, restricted and timeconsuming to use the website to do anything but the most basic tasks.
You have functionaly neutered the branch network which can do some poor selling and basic transactions. So given that this is now my main way of interacting with the bank it is very, very basic. So bad if I thought I could get a better interface I would go.
Overall there is virtually nothing that makes you think "Wow that was good!" and there is plenty that makes you think "Why does it not do that?"
So come on RBS! Your main interface to customers and its funcitionality is somewhere just better than barely usable.
Calculated balance for the next 4 weeks - Helps identify if you need to top up an account, plan spending etc. You could do so much with this sort of modelling.
Easier analysis. For instance all these daft wee codes that you use and re-use INT POC etc etc. Why can't I just float over that and see what it really means. It took 3 new windows and ten minutes to find that out. And I'll forget next time,.
No obvious ability to look at all the payments to one payee.
General management is one dimensional and very poor. Making changes is time-consuming, error prone and difficult. I mean it uses one transaction type - set up from nothing for many things. As noted elsewhere why can't I take an existing payee and set them up as a standing order. Oh and did marketing nobble the use of standing orders to promote what you want DD's rather than SO's? I cant set up the credit card payment as an SO easily. Surely this is about serving customers.
The fear factor. This is real money but there is little feedback, or re-assurance. Put in the bank account details and sort code and there is no way to check that it is right (or no obvious way). There is no record of what you have done on line, no un-do, None of the stuff that builds context and confidence around the use of the system. No logs of when you were in and what you did. It's all just like walking through a maze with little to distinguish events, no reassurance, no confirmation just the here and now.
Then there is this feedback stuff on this site here. I'm not convinced that it's not just a low cost way of appearing to respond to customers but making it so atomic, so split up that to be precise you have to suggest a tiny change. You can't suggest a change on the fly and by the time you have, you have got to log in again.
Rappaport? You expect me to sign up to 20 pages of IBM terms and conditions? I don't have the time, ability or inclination to read them.
I know some of my suggestions are not precisesly defined but I think that they are accurate and important. As professionals surely you can do much much better than this. A lot more "Wow" and lot less "Uh,uuun" please.
Overall this site lacks usability, functionality, reassurance and confidence. As a statement of brand it kinda says "Can't be bovvered". I'm going to start asking round friends and colleagues to see if other banks are being bothered.
I'm a British expat living overseas and I have an RBS account (the bank is aware I am living overseas).
I recently experienced an issue with the RBS Mobile App, after a recent update, so I uninstalled the app and reinstalled it. After the reinstallation it required a mobile number in order to activate the account and proceed. Prior to the app issue, I was able to access the app without any problem. I have a security access code, account number and personal details including a secret password, however none of this information is required, it needs a mobile number.
So naturally I inputted my mobile number, the one I use in the country where I live and it wasnt accepted. I included the international code and there wasnt enough space for all the digits. RBS seem to have every means of contacting them accept an email address, and I personally refuse to call an international number and suffer the expense at this end.
However, I was able to find their Facebook page and contact them this way. To their credit I received an immediate response. It turns out that a UK mobile number is required to receive the activation code and proceed... although it doesn't specifiy this during the start up process. I don't quite remember when I first installed the app but clearly I must have done so when I still lived in the UK. My UK mobile number no longer exists, so the original number used is off no use from an account or security point-of-view. So why can't any number be used? Although it seems logical if access to the app is connected to a live mobile number, especially if all the other personal details are not relevant.
I find it quite ridiculous to be honest. In the modern banking world, RBS is not permitting account holders, based overseas, access to their accounts via the mobile app... nor are they providing an alternative. Yet a solution is I can use anyone's number in the UK and retreive the activation code this way. How is that more secure than me receiving the code? At present I have requested the code via my brother's mobile number and it's been an hour and he's received no code and who knows how long it will take.
I would expect to be permitted access to my account, no matter what country I live in. If can gain access to my account via online banking, how does this differ to the mobile app? It doesnt make any sense.
Wouldn't it be nice to have an online savings account where you can add logical folders and see what you're saving for ?
e.g. Savings Account
- Holiday Folder
- Mortgage Folder
- New Car Folder
The top level would show the total amount in the account and the folders would show how you've allocated your funds.
This way you can easily see how you're getting on saving for that particular dream
I CAN do this with MS Money but I reckon you'd offer a great facility that no other bank offers (as far as I know)
If you set up a new payee, you can add a comment that is attached to each transfer.
It would be very useful if you could do that when transferring money between different RBS accounts, so when you look back, you know what the transfer was for.
It is very irritating, when making a payment to an existing payee, to have to use the card-reader when you just want to change the payment reference, e.g. a different invoice number for each payment. Surely this field could be in a non-secure environment and could be changed at will, in the same way as you can change the payment amount? It does seem unnecessarily strict to have the change the payee parameters each time!
Here's an idea, and personally something I think AMEX are the leaders in as I've yet to find another provider that does this to the same level of detail as them. Until an item physically hits your account you can never tell 100% what is causing the difference between the 'Account Balance' and 'Available Balance', for example, simplistically I could have 'Account Balance' = £100 'Available Balance' = 50 and it may be several days later until that £50 hits (for obvious reason in some cases I know as it may actually never hit if it is a pre-aurthorisation). However, how AMEX get around this to be most helpful to the customer is almost immediately after I make a purchase I can see a sub-grouping of 'Pending Transactions' in my account that would detail something like SHELL PETROL £50*** (***meaning that the amount could change by the time it is fully validated, but this is more than likely the amount). I would really like to see RBS implement something like this as it would be extremely helpful to their customers and I would think in these days of Digital Banking that all the information is held on the systems anyway, just currently not accessible to the account holder.
I see this would be applicable to both Online and Mobile Banking.
Thanks and Regards
Hi...Barclay customers are able to pay cheques in via their mobile banking app http://www.barclays.co.uk/MobileBankingservices/Mo
I hope RBS is looking at doing this for their personal and business customers and soon
I also hope that YOU go that extra step further by making it avaliable to all phone not just Iphones (definatly should go on Nokia Lumia phones they are the best)
looks like it just uses a camera so any decent smart phone with a camera should be able to do it ...dont limit it just to the Iphone guys.
It's common to do things in other windows when you are waiting for a chat to either begin or reply.
The RBS chatters must lose a lot of people in mid chat this way, and customers have to start a new chat again.
SOLUTION: Update the chat window software with a simple new function to play an alert sound whenever the RBS staffer types a particular keyword into the chat , just something like " <nudge> ".
This would give the RBS staff a way to remind the customer to get back to the chat window.
This could play a simple beep or a sound file in the chat window like " You have a reply in your RBS chat window "
Why, oh why, is it not possible to send an E amil to RBS, once you're logged in?
I bank with other banks, including one in France, and a share dealing account with another instituion, and they all give you the facility to send E mails.
I work in very remote locations, where I have a slow internet connection, but cannot make international phones calls, or even if I could, would not be able to sit hanging on the end of the phone listening to music for 20 minutes!
Internet phones systems like Sype, are blocked by the Governemnt.
Also why is sometimes possible to go on "Chat" with an advisor, but other times, (like today), it's not there?
When logged into my account I'd like to see a count down of how long I have left until the page will timeout. A reset button next to that would be good to so I can reset it if I know I want the page to not timeout for a bit longer whilst I find some paper work or something etc.
It may help customers confidence if you periodically (at least twice a year) publish a list of the subjects raised showing:
Similar to the personal statistics on each subscribers page.
It's a small point, but the 'RBS Help Panel' on the right-hand side of the browser window can be incredibly irritating. It randomly pops in on top of what I'm doing and wants to be helpful with things that are completely irrelevant. It's the digital equivalent of your mum wiping your nose when you're 12 - it's something you're capable of doing yourself when you need to.
I appreciate that some customers might find it useful, but I'll bet I'm not the only one who doesn't. There's a simple remedy - put an option on the tab to turn it off. Will you consider doing this?
Have recently had to notify of travel abroad and the system does not allow the card to be in two different countries at the same time - well, the same date anyway. But I will encounter a situation where I will settle up at an Auckland hotel in the morning and fly to Singapore and pay up front for my hotel room there on the same day. I do need to be able to use the same date for two different places. It seems odd that your site doesn't allow this.
I've got a black account and pay £24 / month, but get very frustrated about having to hold a seperate account with Metrobank, so I get free foregin transaction abroad. This is a hassle as I'd rather do everything with RBS.
Wouldn't it be a good idea to give your package account holders free transactions abroad? This would be a nice reward, meaning I'd shut my Metrobank account and may also take out a credit card with RBS.