Terms and Conditions of in branch banking

eg_lmk1

Hi BOI
Could you send me a link to the terms and conditions of in branch banking with you. I have heard it is not possible to go into one of your branches and withdraw money with a cashier and this has to be done using an ATM only. I find this strange so would like to see where this is set out.
Thanks

Bank of Ireland: Linda

Hi eg lmk1,

I will check this for you and get back to you asap.

Thanks
Linda

Bank of Ireland: Linda

Hi eg lmk1,

The availability of casher services varies by branch, but ATM/Lodgement ATM's services are available in almost every branch - a significant number of branches have both internal and external devices.

Dependent on the location, you can currently choose which option you wish to avail of.

Thanks
Linda

eg_lmk1

Thanks Linda.

However I think you have succesfully managed to answer but not answer
my question !

So are you saying that as long as there is a cashier available and working in
a bank that it is no where dictated in your terms and conditions that they can
refuse to withdraw money for a customer and instead make them use an ATM.

In other words if I walk into my local BOI branch and there is a cashier seated
at a booth per your terms and conditions of the service you provide if I request
to withdraw money from my account the Cashier CANNOT refuse to do this.

Regards.

Esterhase

I would like some clarification on this too, if the BOI reps are able to answer.

Are the cashiers allowed to refuse services that are available online or with self service machines?

I ask because I went into a branch today to transfer money into another BOI account. The cashier I went to didn't put the transfer through because it was a rent payment. I was handed back my transfer form, told I was supposed to do it online or through a standing order and sent on my merry way.

After trying to do my transaction through 365, which failed, I went back to a different cashier at the same branch and got the job done with no questions asked.

I don't want to make remarks about individual staff members here, the first girl I went to seemed sorry about the whole thing. But there seems to be quite a bit of inconsistency when it comes to cashier services these days. I'd like to know if it's policy for customers to be refused service where self help options are available, or if we're being fobbed off because the cashiers just want to get everyone served and out the door ASAP.

Bank of Ireland: Linda

Hi guys,

Apologies about the delay and thank you for your patience.

eg_lmk1 wrote: »

Could you send me a link to the terms and conditions of in branch banking with you.

Terms and conditions refer to the operation of an account and products, not to branch services.

Cashier services, where present, may currently be availed of, however we may recommend the usage of ATM/LATM dependent on account type, value of withdrawal and/or card/account limit.

Esterhase wrote: »

Are the cashiers allowed to refuse services that are available online or with self service machines?

At the moment in Bank of Ireland branches, our branch staff actively advises customers of other options available to them. For example, having an account with Bank of Ireland so they may use the online banking or quick lodgement facilities, standing orders and direct debits. This is to make it easier for all customers using the branch.
Apologies about the experience you had in this instance Esterhase.

Thanks
Linda

eg_lmk1

Thanks for the clarification Linda. However it still doesn't 100% answer mine or Esterhase question. I appreciate that in the bank we have all these options available to us with regard to how we bank.

The bottom line question I would like answered is .... can a cashier refuse to perform a service if this service can be done via on line, ATM or whatever other means.

eg_lmk1

Also, if terms and conditions only apply to accounts and products where is it outlined about the branch services so that I can refer to this when I am being refused by a cashier to perform a task.

Esterhase

Thanks for the response Linda, but like eg_lmk1 said, our question still hasn't really been answered clearly. I understand that you need to spread this information, but our questions don't have anything to do with what other options are available or what BOI staff may recommend.

When you say that cashier services 'may currently be availed of' instead of self-service, does that mean that cashiers are required to provide the service if the customer cannot or does not wish to use a machine or online banking? Does BOI think it is OK for staff to refuse service and turn customers away from the counters? It's a simple yes/no/I don't know answer.

Bank of Ireland: Linda

Hi guys,

Apologies that the above responses have not answered your questions. I will look into this further and get back to you asap.

Thanks for your patience and apologies about the delay.

Thanks
Linda

hillbloom

In my local branch, since this new machine was installed, the queue for the machine is out the door while there is not even one customer at the teller. Customers are having trouble using the machine & are not familiar with it & need help but the help is not available. Older customers are not able to use those machines. Whats happens if one has poor eyesight, its press this, press that?? I am not old but I remember when I first started using a computer, I was very nervous pressing buttons. Its terrible all the Bank charges & not a bit of appreciation. What happens if one has a load of coins to lodge?

eg_lmk1

Hi Linda, Any update on this ?

Bank of Ireland: Linda

Hi eg lmk1,

As already advised terms and conditions apply solely to products. However it is not bank policy for a cashier to refuse to give you cash out of your account, providing there are funds. If you would like to advise us of the branch concerned we will contact them directly.

Apologies about the delay.
Thanks
Linda

Bank of Ireland: Pat

Hi Hillbloom,

Thanks for your post. Staff should be available to assist customers who may be unfamiliar with the new machines. If this wasn't the case during your last visit, please PM us with the name of your local branch and we will be more than happy to pass your feedback on to them.

Coin lodgements will still be accepted over the counter. Under normal circumstances you should be able to lodge coin into your account at any time. In some cases, if a customer is looking to make a deposit of a significant amount of coin, individual branches may request that a customer make an appointment to help minimize the impact on other customers.

In some of our smaller branches, cash desk services may not be available on certain days. You can check the Branch Services Update on our Branch Locator to see what days cash services are available at your local branch.

Thanks
Pat

eg_lmk1

Thanks Linda. I appreciate you checking on this. My father (aged 81) has been
banking in the Oughterard, Co. Galway branch for over 50 years and just recently
has been told by the cashier that he cannot withdraw money from his account at
the cashier and had to use a bank machine. This has caused him much stress as
he has never used ATM machines before. He questioned this with the branch
manager and was told the same. Hence I said I would look into this issue for him
as at this stage he is considering moving to a bank that will actually serve him.
Could you let me know when you have contacted the bank so that I can let him
know he can go back there and have a cashier deal with his request.

Bank of Ireland: Linda

Hi eg lmk1,

Thank you for letting us know the branch. If your father visited the branch on a Wednesday or Thursday, Oughterard branch has no cash days on these days.

Bank of Ireland: Linda wrote: »

Branches which have cashless days all have Lodgement ATM's which allow customers to do both cheque and cash lodgements. You will be provided with a receipt from the machine when lodging money in this manner. If you have any issues lodging money, please don't hesitate to ask a member of staff for assistance.

You can find all details of branches services here.

I hope this helps.
Thanks
Linda

eg_lmk1

Thanks Linda. Yes, I saw that. I'm fairly certain its always a Friday that he
goes there. But I will mention this to him.

eg_lmk1

Hi Linda,
I have another query that is somewhat related. This morning my father went to
his local branch with his credit card bill and cash to pay it. He was told by the
cashier that he "had to do this on line" and she couldn't do it without his credit
card which he did not have with him. She offered to hold onto his cash until he
went home to get his credit card. He obviously refused to do this. I find this
absolute abhorrent behaviour and almost verging on bullying. If my father had his
bill and the cash in his hand why would the cashier not accept this cash in payment of the bill.
I am most annoyed by the treatment by my father and at this stage if I am not seeing some kind of positive action by Bank of Ireland on this matter I will be going
to the financial ombudsman on this and the previous matter - as well as all our
family closing the multiple accounts that we presently have with Bank of Ireland
and taking our business to a bank that actually treats their customers with
respect.

Bank of Ireland: Linda

Hi eg lmk1,

We are implementing some changes in our branches which will allow easier banking and we appreciate customers' patience while these changes are being introduced.

The branch cannot accept credit card payments over the counter. I have passed your frustrations at this change to the branch network. Customers can make payments to their credit card using the lodgement atms, standing order, direct debit or Banking 365 phone and online.

Thanks
Linda

eg_lmk1

We are implementing some changes in our branches which will allow easier banking and we appreciate customers' patience while these changes are being introduced.

It would be nice if these changes could be communicated in advance to customers.
Also, I think my father would very much disagree that these changes are making it
easier for customers to bank considering he drove for 10 mins to get
to his branch and came away from that branch still not having paid his bill.

I understand that having internet banking, lodgement machines etc make life easier
for alot of people. But likewise, for elderly people who in alot of cases don't even
know who to use a mobile phone let alone a computer this is far from making it
easier. And considering they have been customers of BOI for alot longer these
changes are in no way for the better.

Bank of Ireland: Linda

Hi eg lmk1,

Apologies that your father had this issue when he went to the branch.

We understand that some customers feel uncomfortable using the lodgement atms and staff in the branch are happy to support customers with these and show how they work. Also Banking 365 agents are happy to assist golden years account holders with transfers through Banking 365 phone services.

Thanks
Linda

eg_lmk1

I think my father would say the staff in branch begrudgingly offer help rather than
being "happy to support". I did some research on line and find that you can pay
an MBNA crediit card bill in your local post office so I will be recommending that he
close his BOI credit card account and open one with MBNA instead.

eg_lmk1

By the way. How do you go about cancelling a bank of Ireland credit card ? I presume there is a machine in branch to facilitate this ?

Bank of Ireland: Linda

Hi eg lmk1,

We are sorry to hear, due to these changes, that your father wishes to close his credit card account.

To close his credit card he can call credit card customer services on 0818 251 251. A representative will be able to organise the closure of the account. Alternatively, your father can visit his nearest Bank of Ireland branch or send a written request to Account Closures, Bank of Ireland Credit Cards, 2nd floor, Operations Centre, Cabinteely, Dublin 18.

Thank you
Linda

eg_lmk1

Thank you. I will give him this information. I can't but notice the irony that you can go to a cashier in branch
to close your credit card account but they cannot accept money from you to
pay your credit card bill !! It does seem that Bank of Ireland is a bank that does not
want to engage in personal banking.

solas111

eg_Lmk1,

I have followed your posts with interest but don’t know where to go from here. I have had an account with AIB for about 40 years and now, ‘in order to make banking easier’ they are closing the busy local branch and replacing it with a travelling van – a throwback to the nineteen seventies.

This branch has been open through good times and bad and seems to me to be busier than ever. Down through the years there was a small number of staff and they spent most of their time serving customers at the counter. Now there is a very large staff and very few at the counter. Maybe they have a lot of corporate customers to look after but I don’t think that is the case so I can’t understand why the majority of their customers have become so unimportant as to be treated almost with contempt. I do not blame the staff because they are very courteous and helpful at all times but there are obviously some out of touch individuals sitting in a fancy office in Dublin who don’t give a hoot about how their short-sighted decisions are affecting the majority of their customers.

I had been considering opening an account with Bank of Ireland but in light of your father’s experience I will reconsider. Ideally, the Credit Union would be the place where I would prefer to do my banking business and maybe the C.U.s should be given permission to take up the slack if the banks no longer want to bother with the needs of their customers.

eg_lmk1

Hi solas111
Yes, I despair. I really don't understand the "logic" behind these decisions. I agree
with you about seeing all the staff at the bank - but only a few serving. For elderly
people, people with disabilities (sight, hearing) etc being told - "it's easy ... just do this this and this" is frankly patronising. I think you are right about the credit unions. Customer service is still important to them - and they even open in the evenings and weekends to facilitate people who work 9-5.30pm.
Good luck with your decision. I am also thinking of my options.

Esterhase

Solas111, I'm afraid what's happening with AIB is also happening with BOI. It's nice to be made aware of the self service options, but these days it's normal for the cashiers to actively nag people into using the machines. I fully agree with eg_lmk1 - it saddens me to see bank staff pulling elderly people out of cashier queues, going through the machine process painfully slowly, clearly confusing* the person they're supposed to be helping. From what I've seen, not only does it take longer for the customer to get their business completed, it holds up the queue of people who are actually interested in using the machines.

I'd also back the idea of using a credit union as much as possible. The only machine at my CU is a single ATM, and the service I get there is quick, friendly and convenient each time.

*Of course, not every elderly person is confused by the machines, but a lot of the people I see dragged off to them obviously have little to no interest in learning how to use them properly.

cookie1977

eg_lmk1 wrote: »

Thank you. I will give him this information. I can't but notice the irony that you can go to a cashier in branch
to close your credit card account but they cannot accept money from you to
pay your credit card bill !! It does seem that Bank of Ireland is a bank that does not
want to engage in personal banking.

Well let's wait and see. I went to close down a BOI current account. I queued at the teller until she told me I had to do it at customer care point. Customer care then told me I had to meet with a specific person to shut my account down who wasn't around until later. I told them I didn't want to meet anyone other then to have my account shut down and I wouldn't be back later as I was on my lunch break now. She wandered off to look for some one but said I'd have to come back tomorrow. I said no as today was the last day to close before fees kicked in. Eventually another member of staff saw me and asked could she help and she shut down my account for me eventually. All really silly to be honest.

Hope you father has less hassle.

Bank of Ireland: Graham

Hi all,

We understand each and every one of your concerns and thank you for taking the time to post. We're feeding your experiences back to our Branch Network to make them aware of these genuine customer feelings in relation to the changes. We're continuing to provide a full nationwide branch network and a strong local presence, while committing to providing a superior customer experience. We appreciate this may not have been the case for you recently and would like to apologise for this.

Thanks,
Graham

Cloud

It's pretty disappointing to think that you can't go into your bank with your credit card PLUS cash and pay off a bill.

But whatever about forcing younger customers to do use online or ATM services, forcing customers over 80 to do this is just plain wrong.

I'm not sure why Bank of Ireland thinks it can treat the elderly this way and not lose customers. Both the elderly and all of their families.

John

cookie1977

Cloud wrote: »

It's pretty disappointing to think that you can't go into your bank with your credit card PLUS cash and pay off a bill.

But whatever about forcing younger customers to do use online or ATM services, forcing customers over 80 to do this is just plain wrong.

I'm not sure why Bank of Ireland thinks it can treat the elderly this way and not lose customers. Both the elderly and all of their families.

John

Cynically I'd say it's because older customers dont pay fees (retired) so why bother having to support them at a high cost. But I'm sure BOI will strenuously deny this.

Bank of Ireland: Graham

Hi John,

Cloud wrote: »

It's pretty disappointing to think that you can't go into your bank with your credit card PLUS cash and pay off a bill.

Just to clarify, if you go into a branch with your credit card, you can pay your bill with cash using the Lodgement ATM.

Thanks for your feedback,
Graham

Cloud

Okay Graham - I should have added "at the counter".

The whole point of this thread is that many elderly people don't want to use ATMs, don't want the embarrassment of having a helper, want to be independent, and can't necessarily use online banking.

So they should have the option of carrying out normal activities - taking out cash, paying cash into a CC, at the desk.

Bank of Ireland: Graham

We understand where you're coming from John. In individual circumstances where a customer, young or old, can't use an ATM or Lodgement machine, branch staff are there to assist in any way they can. However, we continue to promote our self-service and 365 phone/online options, which have proven very popular with the majority of our customers who find them more efficient and easy to use.

Thanks,
Graham

Cloud

Promoting services is fine - forcing them on people is acceptable - forcing them on people who can't use them is not.

eg_lmk1

Assistance is fine Graham but what about people who are hard of sight or hearing.
Personally I don't feel comfortable with someone assisting my father in the bank when they have to shout instructions at him so he can hear them and everyone in the bank is then able to hear what his transaction is and potentially even details of his account, pin number, credit card details, how much he is withdrawing from his account, how much he is lodging etc. This to me is a security risk and one which my father and other people should not be exposed to.

Calhoun

Cloud wrote: »

Promoting services is fine - forcing them on people is acceptable - forcing them on people who can't use them is not.

Indeed and considering there is a charge for transaction now, the BOI line nazi's should be told to back off.

Glenn Coco

Here's the thing. Personal banking costs BOI more than it's worth to them. By migrating people away from the cashiers to online banking/telephone banking/ATM and lodgement machines they do not have to replace the staff who have taken voluntary redundancy recently. What I can't understand is why frontline staff go along with this, rendering them useless in the long term and probably up for the next round of redundancies.
Also, have the latest processes of migrating customers to in-branch technology based transactions been extended to commercial/business customers? Highly unlikely, as this is where the real money is made in banking, and if the business customer wants a personal service, they get it.

Bank of Ireland: Graham

Hi eg lmk1,

eg_lmk1 wrote: »

Assistance is fine Graham but what about people who are hard of sight or hearing.

As previously mentioned:

Bank of Ireland: Graham wrote: »

In individual circumstances where a customer, young or old, can't use an ATM or Lodgement machine, branch staff are there to assist in any way they can.

This would also include customers who are hard of sight or hearing.

Hi Glenn Coco,

Glenn Coco wrote: »

Also, have the latest processes of migrating customers to in-branch technology based transactions been extended to commercial/business customers?

The recent service changes apply to both Business and Personal customers and are about making branches more efficient in how they do their business given that there are staff leaving the organisation. We have also made a significant investment in our Branch Network and refurbished many of our branches around the country.

Thanks again for everyone's feeback,
Graham

eg_lmk1

Thank you Graham.

I accept that there are people on hand to help assist customers that are hard of
hearing or sight impaired. However the points I am making are:

1. The new facilities for performing these transactions are in the branch - in alot of cases right beside the queue for the cashiers. So when a BOI cashier is explaining
the system to a person everyone in the queue can hear the details of what
transaction is taking place and therefore it is not private and also a potential security risk.

2. That there are a demographic of your customer base that no matter how many times they are shown how to use such systems will not be able to use them. Not everyone is technology savy no matter how "simple" the system is. So for example, every time my father needs assistance from a cashier in performing these actions he would have been served three times over at the actual desk -
and would be minus all the stress.

Bank of Ireland: Linda

Hi eg lmk1,

We understand your queries and frustrations regarding the changes in the branches.

We do have an option of phone banking for Golden Years customers if they do not feel comfortable using Banking Online. If you would like to pm us your father's details, we can organise someone to call him and go through the phone service with him. They will be able to see if it is a suitable option for your father.

Thanks
Linda

halkar

This, not able to pay cc bill over the counter without the cc happened to my OH today. We are clearing the cc bill and we have cut the cards as we do not use it anymore. We were able to pay before with no problems. This is a very stupid idea. I do not trust machines with my money. Please get someone to reverse this silly idea of not being able to pay bills over the counter.

eg_lmk1

Thanks Linda.
However as mentioned before - my father is hearing impaired so going on the
phone trying to show him how to bank over the phone when he has banked in
a branch using a cashier for 50 years just isn't an option.

Bank of Ireland: Tara

Hi halkar,

Thanks for getting in touch.

We will pass on your feedback regarding the change to our Branch Network. One option would be to pay your credit card using 365 Phone or Online Banking. Once this has been set up you would no longer need to take time out of your day to visit a branch.

Thanks,
Tara

Bank of Ireland: Linda

Hi eg lmk1,

Apologies this is not an option for your father. As previously advised, any of the branch staff will be happy to show him how to use the lodgement machines. I understand you are worried about the security of using the lodgement machines but the branch will only be explaining how to use the machine and do not have to announce what business he is doing.

Apologies again that any of our suggestions are not suitable for your father. Since your father is hard of hearing and has difficulty seeing as per your posts, there are special arrangements for these customers. It would be best for your father to request a meeting with the branch manager or customer service manager to discuss options that are available to him regarding his banking.

Thanks
Linda

The Voice of reason

Halkar, you don;t trust machines to handle your money? You've never used an ATM?

cookie1977

The Voice of reason wrote: »

Halkar, you don;t trust machines to handle your money? You've never used an ATM?

I would imagine it's to do with the electronic lodgement of money rather than the withdrawal.

The Voice of reason

It's the same principle. Either the lodgement/withdrawal is transacted correctly or it's not.

cookie1977

The Voice of reason wrote: »

It's the same principle. Either the lodgement/withdrawal is transacted correctly or it's not.

Not to everyone.

halkar

The Voice of reason wrote: »

It's the same principle. Either the lodgement/withdrawal is transacted correctly or it's not.

Banking is not a free service. I rather hand my cash to the counter than drop in a machine.