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New Idea

 

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.

 

For intance;

 

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. 

 

 

Mobile App Access for Expats

Status: Under Review
by gmashworth on ‎22-04-2015 01:38 PM

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.

Status: Under Review

Online account folders

Status: New Idea
by peersi on ‎04-02-2015 08:31 AM

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.

 

etc. etc.

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) 

Internal Transfer Comments.

Status: New Idea
by grahamkeen on ‎22-01-2015 03:51 PM

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.

 

Thanks, Graham.

Non-secure payment option

Status: Under Review
by ToastmasterMike on ‎02-08-2014 12:29 PM

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!

Status: Under Review

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

Ryan

Status: We're looking into this, but need more time
Thanks for your feedback on this Ry, it's a great idea :smileyhappy: I've checked with our Online Banking Team, and I can tell you that it is something we are already thinking about. However, it's a big project, so we don't have a timescale available to share at the moment. Who else thinks this is a good idea? Give it some Kudos and we'll see if we can hurry it forward!

Pay in cheques via mobile app

Status: New Idea
by hughes on ‎02-04-2015 04:49 PM

Hi...Barclay customers are able to pay cheques in via their mobile banking app http://www.barclays.co.uk/MobileBankingservices/MobileChequeDeposit/P1242668620764

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 "

END

Status: Coming Soon

Great idea @Jambamatt We've got this functionality due to come out towards the end of the year. The sounds will be for online only (not mobile enabled) and of course, you'll need to have Java set up and sounds enabled - but it's on it's way!!

One stop bereavement team

Status: New Idea
by Robertka on ‎04-03-2015 06:05 PM
I recently contacted bereavement team who changed a joint account into single account after bereavement of my mum. However, there was no advice given on standing orders or direct debits. Several days later when I called to enquire about these I was advised that I would have to write to the branch to cancel. Why can't the bereavement team provide a one and done service covering all aspects of the account administration. This would certainly help distressed customers at a very difficult time.
When creating a standing order rather than entering the sort code & account each time, have an option to select an existing payee. It would be much easier and reduce errors. Broadly improve the workflow for transactions online, small but badly needed

Possiblity to sed E mails, once logged in.

Status: New Idea
by TheHiker on ‎05-07-2014 01:37 PM

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?

 

 

 

Promote local artists

Status: Coming Soon
by DavidA on ‎18-02-2015 12:47 AM
RBS
I have just released an album on iTunes an basically no one knows it's there,
I had a meeting at the Anniesland branch in Glasgow today,
An suggested that RBS attract local artists to their beaches,
With the promise to advertise their work,
Such as musicians, poets, artists, writers, I am sure with the right promotion,
For these artists you could at track a lot of new clients, I personally feel it's a win win situation,
If another bank was offering this I would change to it, RBS could have an artist of the month feature,
Or even week, just by mentioning their work on you adverts, artist would join RBS for this reason.
Just a suggestion
Thank you
David Christison
Status: Coming Soon

TImeout display

Status: We're looking into this, but need more time
by fingers on ‎20-03-2014 08:46 PM - last edited on ‎30-04-2014 02:55 PM by Community Manager

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.

 

Thanks

Status: We're looking into this, but need more time
Great idea Fingers :smileyhappy: This is a new idea, so let's see how much Kudos this gets from you guys, and then we can see how popular it is!

FEEDBACK

Status: New Idea
by SB on ‎12-11-2014 11:16 AM

It may help customers confidence if you periodically (at least twice a year) publish a list of the subjects raised showing:

 

  1. The number of separate times the issue has been raised by customer;
  2. The kudos the subject has received
  3. The progress RBS has made towards resolving the issue.

Similar to the personal statistics on each subscribers page.

Separate field required for Payment Ref.

by Doug on ‎06-01-2014 03:29 PM
When setting up a payment online, the reference (such as an invoice number) should not be saved along with the payee details. There's no point in the system saving the payee's details if I have to delete them every time I want to refer to a different invoice.

Make 'help' less unhelpful!

Status: New Idea
by pete-s1 on ‎06-11-2014 07:01 PM

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?

 

Thanks, 

Travel notifications

Status: Sorry, we can't do this right now
by BC on ‎12-03-2014 01:47 PM

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.

Status: Sorry, we can't do this right now
Thanks for your suggestion BC :smileyhappy: I've spoken with our Online Banking Team, and sadly this isn't something that is possible in our systems at the moment. It's a really useful idea though, so we will keep this in mind for future updates. If anyone else thinks this would be helpful for their travels...give it some Kudos!
My RBS cards are boring! Can there be a better or put some thought on the design of all your credit and debit cards? I feel embarrassed placing my card with my friend's beautifully designed Barclaycard.
Status: We're looking into this, but need more time
Sad to hear that you think our cards are boring :smileysad: thanks for your comments on this though, it's certainly a hot topic on our Ideas Bank! This is something we are looking into, so will need a bit more time to give you more information on any updates - we will keep you posted! If anyone else loves this idea...give it some Kudos :smileywink:

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.

 

 

E-mails

by Bluescoot on ‎25-02-2014 10:09 AM
Please stop emailing in the middle of the night as it wakes up anyone with their smartphone linked to their account... eg; me... Thanks.
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