Since the bureaucrats took over RBS, the service has been going rapidly downhill, to the point that now they cannot even operate the faster payments system which banks should have been signed up to for several years.
The online service was never good, a classic example of security completely overwhelming usability. With public ownership, the phone service was drastically reduced. Then the ability to set up advance payments was cut back. The commonest requirement for advance payments is the ten month council tax cycle. It was once possible to set up 6 months worth of payments at a time, but that has been cut back to 3. Instead of 1 oppportunity to forget a payment, RBS has created 3.
The latest service cutback is the faster payments system, to which all banks are nominally committed. This system should, within certain limits, transfer money to the payee’s account within 2 hours. Not with RBS. The latest unintelligent development to their system cannot cope with a payment being set up on a Friday evening. It won’t do anything with it till the Tuesday. If the customer wants a payment to arrive on the Monday, they have to phone again on the Monday. In other words, RBS’s system cannot cope effectively with faster payments for nearly 3 days out of 7. The DeliveryDemon is seriously unimpressed with this constant erosion of customer service.
The gulf between the words ‘public’ and ‘service’ has never been wider. And it’s growing.