So, I need to pay rent. I don't have Internet banking set up, and go to the branch to ask them how best to transfer money from my account to my landlord's account, for which I know the account number and sort code...
Well, if I want to do it electronically over the counter, that will cost me £20. Of course, if I had Internet banking it would be free, so clearly it's the counter service that's costly. Only the helpful cashier is quite happy to spend 5 minutes looking up in a big book to verify that the sort code is Smile, and phoning up The Co-operative Bank (and getting passed upwards) to verify that they will accept a cash payment over the counter into a Smile account. (which they will). So then I make a cash withdrawal (over the counter, and over my cashcard limit) (again, not chargeable), and the first half is done.
So later on I head over to the The Co-operative Bank, where indeed they happily accept the cash deposit from me. I comment that it's crazy that my bank want to charge me £20 for this, that it's better to do the transfer with cash, and that nothing seems to have changed since I did this nearly 20 years ago.
"You need a new bank", she said.
"Mmm, yes, I do", I replied. "Do you have a leaflet?"
So she stepped out from behind the counter, found me a leaflet out front, and showed me the 4 options of current account detailed there. IIRC they would charge £0 for this sort of transfer (my favourite price).
Dear RBS, that £20 charge might be about to cost you an entire customer.
Oh the irony. They would only charge me £10, half that price to make a Euro transfer into an account in the eurozone, which means international. Yes, it's not same day, but I don't need same day here, dammit, and if that is a service you offer for free, it wasn't something that it ever crossed the mind of your chatty helpful counter staff to offer me.