RBC Rewards VISA Consumer Reviews

I have spent many hours going back and forth to different people over the phone to resolve the issue of not being able to sign into my rewards online. "The system is down and only a few people were affected" is what I was told. It is now going on two weeks. I have over 200,000 points and do not know what to do. I had to book a trip for my son to come home and it took over 45 minutes over the phone with their agent. I have been with Royal bank rewards for over 15 years. My question and frustration is why is this taking so long?

We use them to schedule our family vacations. They messed up our itinerary and it's been hell trying to get them to fix it. Terrible wait time to speak to customer service. Had to hang up 3 times after over 1 hour of waiting on the phone each time.

The "on hold" issue is number 2 on my list as I've been on the call /on hold now for almost 5 hours. This issue (number 1) is regarding a travel credit I have with WestJet. The online ticket price is $1,089.47, I have a credit with WestJet (via RBC) for $1,499.26. I made sure that I am completely accurate with all information and RBC says I now have to pay an additional $58.70 which jumped to $108.10 after being on the phone for 3 hours. Correct me if I'm wrong; Credit $1,499.26 less cost of $1,089.47 should be plus +$409.79? I know WestJet will not give credit for a positive difference but asking me for more money is really taking advantage of the customer. Something is big-time wrong and one thing is for sure, the RBC rewards cardholder is the loser. As for complaint #2, I've had to call RBC Rewards 3 times in the last few months and the wait is 3 to 5 hours to get someone live on the line. Absolutely horrendous customer service.

I used my points to purchase a product in July. 6 weeks later, I still haven’t received the product but the points have been deducted since the day of purchase. I called the customer service (they responded quickly and the representative was very polite) and said that someone from the RBC Rewards program will call me within the week. No one called back. I called again (this time was a much longer wait and less information was provided by the representative) and I was told that they have returned my points since they couldn’t track the shipment (without informing me). A month and a half of waiting for a product saying that it has been shipped (but apparently they couldn’t track). Said that a representative will follow-up and call but no one did. At least they have good representatives.