RBC (Royal Bank of Canada) is one of the largest financial institutions in Canada, providing banking, investment, and wealth management services globally.
RBC Responsiveness rating
The Elliott Responsiveness Rating scores companies based on how responsive they are to customers. Here's more information about our ratings. Want to know which companies have the best -- and worst -- customer service? Check out our Red List and Green List.
What you need to know about RBC
The company responds to most customer complaints in a satisfactory manner.
How to resolve a problem with RBC
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.RBC mailing address
200 Bay Street
10th Floor
Toronto, Ontario M5J 2J5
RBC executive customer service contacts
Primary Contact
Simon Beal
Head of Customer Service
200 Bay Street
10th Floor
Toronto, Ontario M5J 2J5
simon.beal@rbcroyalbank.com
Secondary Contact
Neil McLaughlin
Vice President, Customer Service
200 Bay Street
10th Floor
Toronto, Ontario M5J 2J5
Neil.McLaughlin@rbcroyalbank.com
Chief Executive
David McKay
200 Bay Street
10th Floor
Toronto, Ontario M5J 2J5
David.McKay@rbcroyalbank.com
How can I contact RBC customer service?
Call (800) 769-2511 or email customercare@rbcroyalbank.com.
How do I reset my RBC online banking password?
Go to the RBC Online Banking login page and click on “Forgot your password?” Follow the prompts to verify your identity and reset your password.
How can I report a lost or stolen RBC credit or debit card?
Call (800) 769-2511 or email customercare@rbcroyalbank.com.
How do I open a new account with RBC?
You can open a new account by visiting a local RBC branch, applying online through the RBC website, or calling their customer service for assistance.
How can I update my personal information with RBC?
You can update your personal information by logging into RBC Online Banking and selecting the “Profile” or “Account Settings” section. For changes that require verification, contact RBC customer service. Call (800) 769-2511 or email customercare@rbcroyalbank.com.
How do I file a complaint with RBC if customer service cannot resolve my issue?
Submit a formal complaint through RBC’s online complaints process, by phone, or in writing to the complaints department. If it remains unresolved, you can escalate it to RBC’s Client Complaints Appeal Office.
RBC froze my account without notice. What should I do?
Contact RBC immediately to confirm the reason for the freeze, which may be related to security, verification, or regulatory checks. The company will guide you through the steps needed to restore access or release funds.
Why is RBC charging me monthly fees on my checking account?
Monthly fees are typically based on the type of account a person has and the services included in the banking package. The person may be able to reduce or waive the fees by meeting minimum balance requirements or switching account types.
How do I escalate a complaint to the RBC Client Complaints Appeal Office?
Escalation is available after receiving a final response from RBC’s initial complaints process if the issue remains unresolved. The Appeal Office will conduct an independent review of the complaint.
RBC's online or mobile banking is not working. How do I get access to my money?
Try troubleshooting through RBC’s support page or app updates, and check for any reported service outages. If access is still blocked, contact RBC support immediately for temporary banking alternatives.
How do I close my RBC account or credit card without getting the runaround?
Account closure may be requested through online banking, by phone, or by visiting a branch, but any outstanding balances may need to be cleared first. Written confirmation should be requested once the account or card has been fully closed.
Can I take my RBC complaint to the Ombudsman for Banking Services and Investments (OBSI)?
Yes, if RBC has issued a final response and the issue remains unresolved, escalation to OBSI is available. OBSI is an independent dispute resolution service for banking and investment complaints in Canada.
RBC sent my replacement card by mail during a postal disruption. What are my options?
Expedited delivery may be requested, a card may be picked up at a branch if available, or a temporary digital card may be provided for online purchases. RBC may also offer alternative access methods depending on the account type.
Why are RBC's phone hold times so long, and is there a faster way to get help?
High call volumes, peak hours, or service disruptions can increase wait times for phone support. Faster options often include secure messaging through online banking or using the RBC mobile app.
How do I dispute unauthorized transactions on my RBC account?
Report the transactions immediately through RBC’s fraud or dispute channel via online banking or customer service. RBC will investigate and may issue a temporary credit while reviewing the claim.
How to get professional help with your RBC problem
If you need help with RBC, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
