Recent changes to the RBC Bank (US) online banking website have really been making me upset. Most of my issues or cosmetic or basic usability issues which are likely a result that I do this for a living, however, today I was pushed over the top.
Recently, it turns out we made a payment from an account that did not have the funds available (wrong pulldown selection from a screen where the fund available are not listed) — and after the payment which failed they changed an NSF fee. No warning! – No Notice! – Not Acceptable. Worse yet, after the first attempt failed the credit card then attempted to pull the payment a second time a couple days later which caused a second NSF fee. — No notice! No authorization!. So now we are down $70 … before we even noticed there was a problem. And it was us who noticed by seeing the NSF fees being posted to our account – for all we know at this time, the credit card company was going to attempt to pull the payment yet again. Don’t know.
My two issues here:
(1) The original issue was caused due to a missing “if” statement on the website to verify funds were available to make the payment – something that would have been caught at Teller. As someone who does this for a living this is a failure of the website and is completely unacceptable today. THIS IS A BUG and charging fees against customers is completely unacceptable when it could have been prevented.
(2) A re-attempt at payment should only have been done after authorization, or it should have been flagged with “fee already assessed”. This should really be illegal!
Technology is suppose to make things easier, cheaper, faster. Online banking should look to provide an improved the banking experience. At the moment, the RBC US Banking website is failing completely on this front — and worse it has taken many steps backwards from where they were just a year ago. Seriously — things have gotten worse.
USER ERRORS ARE STILL BUGS!
This is the first time I am serious considering changing banks … for now I am waiting to see how they handle this customer support. But I would really want to see is (1) reversal of all fees (from both the account and any potential CC fees) and (2) I want a conversation with the software team currently in charge of their website — they need some serious help.