Ulster Bank System Outage - Aftermath thread

BuffyBot

This is a continuation of the original "Ulster Bank systems are down thread", Part 2 and Part 3, which have been closed off due to their evergrowing size.

The same rules apply on this thread as on the previous:

a) Keep the posts constructive and civil.
b) Keep them on topic
c) Do not respond on thread to a post which you feel is unacceptable
d) Report any such posts
e) Retaliation is just as bad as instigating: i.e. "he started it" is not a defence. Drag the thread off topic, even in reply to a post by someone else will lead to deletion/infraction/bans
f) No "funny" pics/videos/whatever else you think is hilarious. It's most likely isn't funny, and it's probably been deleted already.
g) Anyone who falls foul of the above will get short shrift

Mr.Crinklewood

I've yet to hear one word, email or letter from them.

MrVestek

I made a complaint during the original fiasco... might give them another call later today and demand a final response from them and see how well that goes.

Our man in Havana

Achilles wrote: »

I made a complaint during the original fiasco... might give them another call later today and demand a final response from them and see how well that goes.

Put that in writing if you possibly can.

MrVestek

Our man in Havana wrote: »

Put that in writing if you possibly can.

Will do, thanks for the advice.

Trotter

My registered letter to HQ went today, I haven't had as much as a phone call from them up to now.

chasm

According to the Newry Times UB will be releasing a statement tomorrow detailing how customers can "begin the process of getting compensation".
According to the article UB will supply an application pack that customers download, fill in and return, and you will have to provide evidence.
If this is true, it's just further dragging out of the situation by UB and i do not see how it differs from the current process tbh.

http://newrytimes.com/2012/08/30/ulster-bank-compensation-process-to-begin-tomorrow/

Berty

Just got my Credit Card bill and they charged me €8.50 for missing a payment I made on the 14.08.12. I made it from a non Ulster Bank account to avoid the problems but before I said this the guy said "Ulster Bank are still experiencing signifant delays with payments to ourselves".

I swear I'm driving demented by them with one person saying the opposite of the next and I'm still €250 down with €8.50 on top of it but fear not they will endeavour to find the payment within 10-15 working days. :rolleyes:

OU812

Hmmmm... Sound like some way to drag out & wear down.

Why should I have to prove I couldn't get at my money when they already know I couldn't?

Our man in Havana

The thing is that you are not obliged to follow any rubbish from UB on this. You don't have to fill in their forms etc to get your money. You can continue to complain in the normal manner and insist on a final response letter.

198321

i find it very hard to believe what happened. After it was solved no communication from Ulster, no letter posted to customers, it looks like nothing happened.

Im about to open PTSB account and transfer my wages and direct debits and than close Ulster account. After all reliable banking system is more important to me than some compensation.

I tried to do international payment few days ago and - system temporarily unavailable .. - I find it very hard to accept after having it unavailable for over a month

km79

Have reviewed my second letter. The main message is this - "your complaint has been open for 40 working days so you have the right to refer complaint for FSO. However we hope you can give us another 20 working days to resolve the issue"
I also missed a call on Saturday from them. Rang back monday and am still awaiting the return call.
I wonder what kind of compo they will be offering in that phone call.......
Also in the letter they refer to me as Mrs . I am a man . And all my accounts with them are Mr.

Stheno

One of my accounts has a lodgement of 25 euros today, which is called Incident credit, rang customer service and they can't see it as their system isn't updated, and have told me to ring back tomorrow.

skippydoo20

Stheno wrote: »

One of my accounts has a lodgement of 25 euros today, which is called Incident credit, rang customer service and they can't see it as their system isn't updated, and have told me to ring back tomorrow.

OMG I've just checked our accounts after reading your post and see we have had €25 Incident Credit lodged also. WTF is that all about?

chasm

Does anyone know if the UB statements we receive in the post should contain the date the actual payment went through or the date it was supposed to go through? My statement, as i suspected gave the dates my standing order was meant to go out, however i have a statement from my credit union and they don't tally at all. I would have thought it should list the actual date it went out?

Our man in Havana

UB statements are showing the date it should have went out which is at variance with what really happened.

chasm

Our man in Havana wrote: »

UB statements are showing the date it should have went out which is at variance with what really happened.

Glad i got that statement from the CU now, UB's statements aren't worth the paper they are written on so lol.

They have a cheek putting this on their website when they are issuing statements that look like payments were met on time! - "You can also check your bank statements when they become available. This will be the best way of seeing whether payments have not been made as a result of a salary or other credit not being received on time."

OU812

I haven't received any credit to my account

Our man in Havana

OU812 wrote: »

I haven't received any credit to my account

Nor me. Just checked my accounts there.

Stheno

I got it to one and not the other, the one I got it to was one they accidentally deducted about four hundred euros from and reversed.

198321

25 euro doesn't sound like a reason to stay with them and if that is going to be their way of saying sorry well .. at least we see how much we are worth ..

anyway we will see tomorrow

they do however need to realize (and im sure they do) that if the compensation is not up to peoples expectations they are very likely to leave this bank.

I didn't complain as most information was in media and there wasn't much for me to do just wait so I probably gonna get nothing as i'd say people that complained will get 'special' treatment.

chasm

UTV have an article up now about the pending announcement, i see a retired Sunday Times journalist got €100 in compensation.

http://www.u.tv/News/Compensation-announcement-due-on-Friday/d6ca3e1f-a3e4-4a87-ad56-26e0831cc55d

Stheno

I'm waiting to see who the first journalist to write "users on boards.ie are reporting unexpected lodgements to their accounts coded as Incident credit, and speculating that it's due to the outage, as UB customer care don't appear to know"

Any bets?

chasm

Stheno wrote: »

I'm waiting to see who the first journalist to write "users on boards.ie are reporting unexpected lodgements to their accounts coded as Incident credit, and speculating that it's due to the outage, as UB customer care don't appear to know"

Any bets?

€2 on the indo or the journal
Remember we will be operating on UB time so Friday's announcement may not be this Friday

duckysauce

chasm wrote: »

UTV have an article up now about the pending announcement, i see a retired Sunday Times journalist got €100 in compensation.

http://www.u.tv/News/Compensation-announcement-due-on-Friday/d6ca3e1f-a3e4-4a87-ad56-26e0831cc55d

$1000 would not be enough we got ****ed big time:mad:

OU812

I waited until the dust settled & everything appeared to be back to normal before making a formal complaint. I had mentioned it in my branch that I was extremely inconvenienced when it happened (not going to go through it all again). I wrote to them when everything appeared back to normal & got out a acknowledgement letter & also got a phone call from my business manager in branch. Since then I've heard nothing & am on the verge of requesting a final resolution.

They put me through a huge amount of distress for the duration & I was greatly inconvenienced & then lied to twice "it'll all be back to normal tomorrow". I'm certainly not settling for €25.

I was very happy with them, very handy having Visa Debit as I don't have a credit card. I was on the verge of transferring all family accounts to them, from AIB, however, if AIB get their finger out & get me a visa debit, I might just stay with them & close my UB accounts. It's been an absolute sham.

Although I hate the "compensation society" we live in, I do feel aggrieved & I believe they should pay me for the inconvenience & stress they put me through. How much they pay me will determine wether or not I stay with them.

skippydoo20

duckysauce wrote: »

$1000 would not be enough we got ****ed big time:mad:

totally agree with you. €25 extra in my account tonight is an absolute joke

chasm

OU812 wrote: »

Although I hate the "compensation society" we live in, I do feel aggrieved & I believe they should pay me for the inconvenience & stress they put me through. How much they pay me will determine wether or not I stay with them.

Look at it this way, during the "glitch" UB didn't mind charging people for non payments and late fees etc so rather than looking at it as compensation you could look on it as you applying fees against them for inadequate service, non payment of monies etc

peteb2

I got an incident credit of €25 as well on my joint account. But nothing in the other two accounts that I have with them in my own name.

colsmiff

I don't know about compensation, but when I tried to use my UB debit card last night to pay off some of my mortgage arrears it was declined. A quick investigation online showed that my overdraft facility has been cancelled without warning or agreement. I phoned the anytime banking tobe told that it was a branch matter and I would have to speak to them.... roll on 9 am!

peteb2

No offence but not really anything to do with the aftermath of previous UB outage is it?!

Norderburse

Hmmm....Ulster Bank seem completely incapable of managing communication. I too have an open complaint with them, and my account balance is still incorrect by a couple of hundred euro. I received this 'incident credit' this morning too and took myself off to their website to read the following:

http://www.ulsterbank.ie/roi/personal/help-point-tabbed.ashx
If you are concerned about your credit rating, please visit your local branch and speak to a member of staff or call us on 1800 205 100 (Monday to Saturday 8am - 6pm). If you consent to receive a credit report free of charge a staff member will take your details and the report will be requested from the Irish Credit Bureau. The Irish Credit Bureau will send you a report directly, which typically takes a minimum of 5 working days, once they have received the submission. We will pay for one credit report per customer until the end of 2012.

Given that this fiasco meant I got charged interest, late payment fees and a overlimit fee by my credit card provider, I definitely want my credit report. So I called the number given only to be told by the agent that they can't start taking phone calls on this until Jim Brown "speaks to the media".....when I told him that the information is on their live website, he was unable to comment. His supervisor latched on to the Mon-Sat hours and said the initiative will only begin on Monday.

The longer this sorry scenario drags on, the more incompetent UB/RBS are showing themselves to be. Will be very happy when I can close my accounts for good.

maupat

Just after trying to login to UB Anytime Internet Banking and got the following, familiar message:

"We're sorry but the service is temporarily unavailable. Please try again later."

Should I be worried?!!:rolleyes:

Logical_Bear

skippydoo20 wrote: »

OMG I've just checked our accounts after reading your post and see we have had €25 Incident Credit lodged also. WTF is that all about?

Strangely enough I was just down getting some money out and there was 25 euro extra..thought I had my sums wrong must check that later

cookie1977

Full details of compensation from UB can be found here:

http://www.ulsterbank.ie/documents/ROI/technical-incident-help-point.pdf

Dubh Geannain

My memory may be iffy but did the UK customers not get £100?

optimistic_

So, the online banking is now down, and they're giving us €25 for our inconvenience of over a month of ridiculous carry on?

Mimikyu

This post has been deleted.

cookie1977

optimistic_ wrote: »

So, the online banking is now down, and they're giving us €25 for our inconvenience of over a month of ridiculous carry on?

€25 plus up to €120 extra if you have receipts based on the pdf I've linked too

Mr.Crinklewood

"Service unavailable" on iPhone App"

WeleaseWoderick

Their online banking for businesses is definitely still up and running (just logged in a second ago) so must just be personal banking that is down at the moment.

testicle

It's down because everyone is trying to access it at the same time. The systems haven't crashed again.

cookie1977

testicle wrote: »

It's down because everyone is trying to access it at the same time. The systems haven't crashed again.

Is that not one and the same thing?

Mr.Crinklewood

It's poor capacity management from UB.

And besides, a service is unavailable to the customer.

The customer does not care why it is down, be it too many people logging on, a flood bringing the system down or a rat eating a cable.

Ulsterbank are yet again not supplying customers with an acceptable level of service.

Dubh Geannain

Well anyway. If that's it. I'll take it. Then finally, after biding my time I'll start moving my current account and savings elsewhere.

bravo

I am absolutely raging after reading the UB statement:

"...An automatic one-off payment of €25 to those Personal Current Account customers who visited and transacted at a branch during the period of the incident (19 June - 18 July 2012) more frequently than in the equivalent period before the incident (19 May - 18 June 2012)."

So the only ones inconvenienced were those who visited their branch???

And their system if offline again today. I'm sending everything to the Financial Services Ombudsman at this stage and see where it goes from there.

_Kaiser_

I have to say, although I wasn't personally affected by this - I'd setup a UB account shortly before the mess with the intention of moving everything to it, but hadn't gotten around to it yet (thankfully!) - €25 for weeks of hassle, missing wages, stress, bounced payments and charges, not knowing what you have or owe etc, is a bad joke!

I was waiting to see if they'd finally sorted out the mess (seeing as people were still reporting problems in the last thread) but this has made my mind up for me. I'll be closing the a/c today.

00sully

cookie1977 wrote: »

€25 plus up to €120 extra if you have receipts based on the pdf I've linked too

as per the previous thread if you have a complaint in writing they are handing these on a case by case basis. I've been offered €200 but refused. others have been offered as much as €300 and have accepted while I know others who have demanded more but have yet to hear back.

I wouldn't be settling for what is outlined on their website linked above

cookie1977 wrote:

http://www.ulsterbank.ie/documents/R...help-point.pdf

Their calculations actually only really encompass expenses as a result of this. Forget actual expenses be reimbursed - that is a given. Oh how noble of them to state they won't leave us out of pocket for their mess :rolleyes: This is about compensation for the complete breakdown of their system resulting in non-tangibles:

1. Stress - we never had a set date when it would be sorted and it dragged on for WEEKS
2. Not being able to pay bills
3. Not being able to buy food
4. Not KNOWING when you would have money
5. Having to get loans to cover not getting paid - I personally had to get a loan to pay my mortgage ffs!
6. Returned direct debits
7. Adversely affects on credit rating

So they want tangible amounts and receipts for all of the above (and more that I've missed) to come to a conclusive figure. UB complaints keep saying "send us in receipts and we'll refund you". This is not enough. I won't be settling my complaint until I am adequately compensated for this catastrophe.

cookie1977

00sully wrote: »

as per the previous thread if you have a complaint in writing they are handing these on a case by case basis. I've been offered €200 but refused. others have been offered as much as €300 and have accepted while I know others who have demanded more but have yet to hear back.

I wouldn't be settling for what is outlined on their website linked above

Their calculations actually only really encompass expenses as a result of this. Forget actual expenses be reimbursed - that is a given. Oh how noble of them to state they won't leave us out of pocket for their mess :rolleyes: This is about compensation for the complete breakdown of their system resulting in non-tangibles:

1. Stress - we never had a set date when it would be sorted and it dragged on for WEEKS
2. Not being able to pay bills
3. Not being able to buy food
4. Not KNOWING when you would have money
5. Having to get loans to cover not getting paid - I personally had to get a loan to pay my mortgage ffs!
6. Returned direct debits
7. Adversely affects on credit rating

So they want tangible amounts and receipts for all of the above (and more that I've missed) to come to a conclusive figure. UB complaints keep saying "send us in receipts and we'll refund you". This is not enough. I won't be settling my complaint until I am adequately compensated for this catastrophe.

Another problem I see is that actually how many people will follow all of this up? I doubt all that are entitled to compensation and out of pocket expenses will get what they are owed.

neris

bravo wrote: »

And their system if offline again today. I'm sending everything to the Financial Services Ombudsman at this stage and see where it goes from there.

Just came on to post and see was anyone else not able to access online seems im not the only one.

Rabidlamb

€25 . . . :eek:. . . €25

This lot are having a laugh, why not a candy bar & a bag of Tayto.
€25 wouldn't cover a single days compensation for this whole fiasco.
The media will have a field day here, Dara O'Brien couldn't make this up.

We're going down the road of the Ombudsman anyway, they can keep their €25, sounds like they need it more than us.