Shannen sent a message to Ross McEwan CEO, Royal Bank of Scotland Email Address that said:
I have encountered fraud on my RBS personal account and the service I have received from my local branch and the call centre has been very poor.
I contacted the call centre in February as I received a message about my account, on this call I was told there was nothing to worry about and my account was fine. Following on from this call I received a letter advising of an overdraft that had been added to the account. This is something I did not authorize. During the conversation with the advisor I was told I added this and there was no fraud. I find this a shocking service as it was implied I was a liar.
My account has since been blocked and closed but I am still encountering problems. There was a negative balance due to fees on the account from the fraud which I have been advised have been reversed. I had a positive balance of approx £30 which I was told by the branch that I probably won 't get it back as I 'm not a customer. Again this is a shocking service from a bank who has allowed fraud to occur on my account. This fraudster managed to add an overdraft and a direct debit.
I have logged a complaint about this and have received no response. I have wasted numerous calls to the fraud team who have passed me from person to person with no one taking responsibility of my issue. This had caused me a huge amount of stress and inconvenience as I have had to take time off my work to try and resolve this not to mention the added expense of my phone bill due to being on the phone for so long.
I feel that the overall service I have received has been shocking and I will never bank with your company again and recommend my friends and family move their account to ensure they do not fall victim to the poor fraud detection system your bank has in place.
I would greatly appreciate you looking into this and providing me with an outcome.