RBC is Canada's largest bank by market capitalization (over $200B) and assets ($2T+). It serves 17 million clients across personal, business, wealth management, and capital markets. The technology is excellent — RBC's mobile app is genuinely best-in-class. The customer service experience, especially for everyday clients, is consistently rated among the worst in Canadian banking.
RBC sits at the apex of Canadian banking. As the country's largest bank by every measure — market cap, assets, employees, branches — it has the scale to invest in technology, products, and infrastructure that smaller banks simply cannot match. The mobile app is genuinely among the best in Canadian banking (J.D. Power Award for Mobile Banking, 2022 and again 2024). Investment products via RBC Direct Investing and Dominion Securities are deep and integrated. The Avion rewards program rivals Aeroplan and Membership Rewards for travel value. For high-net-worth clients with $1M+ in assets, RBC Private Banking is responsive, attentive, and competent.
But step into the everyday banking experience and the picture changes dramatically. Trustpilot rates RBC at 1.3 / 5 across 1,600+ reviews, with the most common complaints being: 40+ minute phone hold times, being repeatedly transferred between departments who ask the same questions, account freezes that take weeks to resolve, and fraud disputes that go unanswered for 4-8 weeks. ConsumerAffairs aggregates 500+ reviews with a similar 1.7 ★ average. PissedConsumer has logged 1,200+ formal complaints over 3 years. RBC holds an A+ BBB rating — but that rating reflects RBC's responsiveness to BBB-mediated complaints specifically, not overall customer satisfaction.
The fee structure is the other persistent complaint. RBC's most-popular chequing accounts charge $10.95-$30.95/month with various waiver requirements (minimum balance, payroll deposit, age 60+). The seniors discount was reduced from $12.80/month to $4.00/month in 2024 — a change that generated significant customer backlash given RBC's $15B+ annual profit. Non-RBC ATM withdrawals cost $2-5 each. International wire transfers can take 5-10 business days and sometimes "vanish" mid-transit (a recurring complaint on r/PersonalFinanceCanada).
On the positive side, RBC's credit cards are genuinely excellent. The Avion Visa Infinite Privilege ($399/year) is one of Canada's best premium travel cards. The RBC ION+ Visa is a competitive no-fee everyday card. The Avion program transfers to Aeroplan, British Airways Avios, and WestJet — among the most flexible Canadian point currencies.
RBC's mortgage business is the largest in Canada with competitive posted rates and strong digital application flow. The bank's mortgage specialists generally outperform Big-6 averages on responsiveness. RBC's wealth management arm (RBC Dominion Securities, RBC Direct Investing, RBC Phillips Hager & North) covers the full advisor-to-self-directed spectrum.
Who should bank with RBC? High-net-worth clients ($500K+ in assets), existing Avion enthusiasts, customers who value mobile app quality over phone service, and borrowers who get the broker-matched rate (negotiate from a Nesto quote). Who should look elsewhere? Everyday clients seeking low fees (use EQ Bank or Tangerine), customers who rely on phone customer service, and anyone who has experienced a major dispute with the bank (the friction is documented and severe).
RBC is the right bank for high-net-worth clients and app-first customers who rarely need to call. The Avion card is one of Canada's best. The mobile app is genuinely best-in-class. But everyday customer service is consistently rated among the worst in Canada — 30-60 minute holds, fraud disputes ignored for weeks, fees nickel-and-dimed despite record profits. For everyday banking, EQ Bank or Tangerine deliver more honest service. For investments + Avion, RBC remains best-in-class.
Aggregated from Trustpilot, BBB, Reddit (r/PersonalFinanceCanada), and Google Reviews. We pulled the most-helpful reviews — both positive and negative — to give you a balanced picture.
"Tried to dispute a $1,200 fraudulent transaction. Was told the case was open. 6 weeks later I called for an update — they said the case was closed without action and I needed to refile. When I asked why nobody contacted me, they couldn't answer. Banking with them since 2009."
"RBC private banking is great if you have the assets. Regular RBC customer service is brutal. 45-minute holds, multiple transfers, repeated questions. I left and went to EQ for everyday banking, kept RBC for investments only."
"RBC reduced my seniors discount from $12.80/month to $4. I'm 71 and they're a $15 billion profit bank. The arrogance of it after I've banked with them for 50 years."
"I've had wonderful experiences at my local branch. The financial advisor there has been amazing for 8 years. App is fantastic, Avion points are amazing. Probably depends on the branch."
"Sent a $4,000 wire to Germany. Two weeks later, money was withdrawn from my account but never arrived. RBC said they'd trace it. After 5 weeks of calls, money finally returned. No explanation, no compensation for the inconvenience."
"Best mortgage experience I've had. Specialist was responsive, got me 0.20% under their posted rate when I brought a Nesto quote. App is incredible. People complain too much."
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