RBS - waiting six weeks and counting for account opening even though all checks completed OK

hspatwa

Hi there,

I was wondering if anyone could advise if the below is normal with RBS and if not what I can do to speed things up?

I applied for a current account on 26 April 2021 and all seemed to be progressing OK. I was unable to use the online document verification system as it is not screen reader friendly so to save time I submitted my passport in branch and signed the relevant forms. 

Since then I've heard nothing apart from automated messages advising me to upload documents and that my application will be closed if I don't act.  I've phoned 6-7 times and on the last three calls was told the matter would be escalated with emails sent to the account opening team. Acccording to their systems apparently everything has passed checks as of the start of May and front line Customer Services are unable to tellll me what the hold up is. I've asked for the account opening folks to call me 3 times to discuss if required but not heard anything since. 

I expected a small delay due to Covid19 and to be fair the account opening is not urgent but this is ridiculous especially as no-one can give a reason for the wait.

Anyone else experienced this and if so how can I progress this?

Thanks. 

Hussein. 

PRAISETHESUN

I had a similar experience when I opened my RBS account early last year - couldn't use digidocs so submitted ID documents in branch. It took a while (several weeks) but it eventually got processed. Short of escalating by submitting a formal complaint, I'm not sure there's much you can do if the standard customer support is being lackluster.