I know this has bee raised before but - there is no rationale why you can't show the pending transactions. In this forum there's a conflict of 'we are considering this', with the fact you used to do it. If there's a difference in blances, people need to guess what it's made up of - not particularly good for fraud controls.
Put the pending back! It's neither confusing or hard to do - look at Halifax.
Recently you introduced a statement inversion in on-line banking such that most recent transactions appear at the top of the page. There is an option to revert to the old (sensible?) order by clicking at the top of the date column. But that is a pain. Couldn't you employ cookies so that the transaction order selected by the customer is maintained between logins, saving me an extra click every time I want to view a statement?
Likewise, you could remember the previous "date range" for statements, and present it as the default, saving me the bother of having to re-define it every time I want to view a statement (I almost always want to see the last 2 months transactions).
Upside down account pages, please fix!
I really can't believe this change is the result of significant feedback,
This strikes me as change for change sake, with absolutely no benefit for most of the banks regular customers.
If this truly was asked for by some customers (??) , surely the better way to go about it would have beeen to retain the original top to bottom statement as the default and give those who asked for it the option to turn it round !! - not the other way around!
If this is monitored by the bank, there is now significant feedback on here and on the Nat West pages to suggest newest at the top is not as popular as you tried to sell us, so appreciate if you can look at resolving asap.
Would it be possible to have a way of showing what total of all the regular payments due for direct debits and standing orders were for a given account in the month.
Most will be standard payments for community changes, car tax, insurance, gas, electric, all the usual but it would help when you have a number of accounts to know how much for a given account these all total up to in the coming month ahead from the day you are looking at your accounts.
So when you look at one account at a point in time and if you already have a balance in it you would quickly be able to work out if you need to transfer funds from another account to make sure you don't go overdrawn within the coming month.
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
Would be really useful to have a running balance total for each day so when you use app you can keep track of what your balance does over a period of time rather than only having the present total available. The natwest app does this. Could you replicate?
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!
RBS has to have the most complicated website on the planet. Not just that, the photography has to be among the worst on any banking website. It makes me feel like I've joined a sort of Eastern Block communist bank, the imagery is sooo grim. We need to be uplifted in a non-condesending manner - give us some humour, give us something to look up to. We have to trudge around your hideous website to try and work out where we need to go for Cards Online, business or personal, the least you can do is give us some uplifting photography and design, instead of this weird grimness you seem to be proliferating these days!! You used to have really nice pictures of your customers with great uplifting stories. Now you have badly dressed women cooped up indoors on a rainy day with her demonic child at her feet ripping apart stuffed toys, both mother and child unwashed with greasy hair and ill fitting clothes. And a scented candle on the table just to add to the misery. OR a family gathered around a bare lightbulb in their kitchen for heat. GOD HELP US!!!
PLEASE can there be a permanent opt-out button for the Rapport pop-up. I already have equivalent software so don't want or need Rapport but the blessed pop-up interupts my login EVERY TIME I want to use digital banking and it's beginning to ruin my experience.
There are plenty of other, more sensible ideas that can be used, most of which have been mentioned.
The BoS system of the text message is good. However, what about an RSA token. I use this verification system for accessing my employers network from home. Download an app on your phone. it generates a 6 digit code every 30 - 60 seconds, I can't remember. This code is then entered into the software installed on my Mac and I get access to the network.
Come on RBS, we're in the 21st Century. We should be relying on another piece of kit to do a job that can be done much simpler.
What if you have to setup a payment when you're out?
Just a thought.
I have suggested this to an advisor but as yet no uptake.
Because the bank is not truly a 24/7 organisation statement dates that fall on a weekend or bank holiday are dated for the next working day. Statement downloads are named as follows.
Suppose subsequent downloads were:-
Statement--831915-xxxxxxxx--27-12-2015-25-03-2016 (if it fell on a weekend)
these three files will not sort in date order (a real pain)
If the date segments were formatted as yyyy-mm-dd then the files would always sort in date order (Great!)
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.
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)
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.
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.