Does the Bank of Ireland not want customers

Prometheus

Had the unfortunate experience of having to deal with the BOI over the last few days. The whole system in my local BOI is completely customer unfriendly.
They are trying to automate the whole system there, no human contact or as little as possible. This is how they treat the small guy, and take the sham that owes them millions out to dinner!
Anyway upshot is, changed to a bank that appreciates its customers.

phasers

no banks appreciate their customers

delta_bravo

You just lost yourself a customer!


Yeah you can use it

Where To

That's they way of the world now. It costs too much money to handle. . . . . . money.

wendell borton

The local branch now just has a bank of atm's and one counter with a actual human behind.

Celly Smunt

wendell borton wrote: »

The local branch now just has a bank of atm's and one counter with a actual human android behind.

fixed :cool:

franktheplank

wendell borton wrote: »

The local branch now just has a bank of atm's and one counter with a actual human behind.

Are you sure it's human?

sock puppet

Petca4 wrote: »

They are trying to automate the whole system there, no human contact or as little as possible.

Is this not the aim of every bank in the world?

MadsL

Did we not expect them to cut costs after we kept them afloat, surely there would be more outrage if they had a golden thrones made for the lobby and personal bankers for every customer.

They should be running at a pinch given how badly they fucked up.

Ah-Watch

Hate using Bank of Ireland. Hold an account there since a child and only set foot in there to cash my wages cheque and go straight into AIB and lodge then. (Work havent entered the 21st century so we're still paid by cheque) I find my local branch ridiculously slow and useless in general. Hate hate hate going in there

MrStuffins

Oh no!!!

And banks were so awesome up until now

Cee-Jay-Cee

Petca4 wrote: »

Had the unfortunate experience of having to deal with the BOI over the last few days. The whole system in my local BOI is completely customer unfriendly.
They are trying to automate the whole system there, no human contact or as little as possible. This is how they treat the small guy, and take the sham that owes them millions out to dinner!
Anyway upshot is, changed to a bank that appreciates its customers.

Which bank did you change to? I've been with AIB, NIB, Ulster Bank and TSB and they're all worse than BoI. Your a new customer and so your getting special treatment but once your established you'll be just another pawn for them to play with and treat like they do everyone else. Banks are there to screw you out if as much money as they can, it's their line if business. Ulster bank currently have no charges but they're on their way as they are currently slashing staff numbers and embarking on a major cost cutting exercise. Banks fees will be next.

Pj!

This 'Pay to Mobile' thing that they are introducing looks very handy.

repsol

Went into local BOI branch to lodge the proceeds of a charity fundraiser I was involved in (the charity a/c is BOI).I had a few grand in notes and a few hundred in coins(all bagged and counted correctly).They refused to accept the coins as they "don't take coins on Mondays" and suggested I return the next day with the coins!These people are so out of touch with the real world.The dried up old bag on the counter informed me she was "only following orders".Now where have I heard that before?

bnt

If you think their customer service could be improved, why not go and work for them? They're hiring in Kilkenny. Note that "they" in this context means the Indian company (HCL) to whom they are outsourcing their customer service. The hourly rate on offer is ... remarkable for Ireland. :cool:

Red Clover

Retail banks (sic) are 'forcing' customers to go online. Many services (which we paid well for) can now be accessed only on line. If you want to buy, say, a sterling draft they won't sell you one under €500. If you want to pay your credit card account you cannot do so. If you to make an international payment it must be over €3000. You can't make payments to non-bank of Ireland accounts. It is time the Central Bank re-visited the licence of these banks and insisted that they give a proper banking service.

marcsignal

Petca4 wrote: »

Had the unfortunate experience of having to deal with the BOI over the last few days. The whole system in my local BOI is completely customer unfriendly

Try dealing with them from overseas if you have a problem. Complete and utter unadulterated cretins. If I was traveling anywhere overseas in the future, I wouldn't charge BOI with the responsibility of feeding a budgie while I was away, as they would be sure to fuck up, even that menial task.

I'd have more confidence leaving my money with Duffys circus in the care of Bozo the Clown. At least, that way, if I had reason to call them with a problem, I'd be dealing with someone competent, and not some book passing goon in a call center.

Wacker The Attacker

Ah-Watch wrote: »

Hate using Bank of Ireland. Hold an account there since a child and only set foot in there to cash my wages cheque and go straight into AIB and lodge then. (Work havent entered the 21st century so we're still paid by cheque) I find my local branch ridiculously slow and useless in general. Hate hate hate going in there

In a sizable number of cases its the customes that causes the hold up

coathanger

You should try working for them,its not easy,am with the bank 6 years as a cashier & we have no say in all the changes they are making at the top :eek:* they dont care about our opinions/feedback on how the chnages are affecting the customers & staff.Morale is at an all time low, & the bank are treating their retail staff very badly,pushing people to leave their jobs as they are constantly under threat of transfers,poor sale preformance,long hours with no extra payments....I could go on & on....

Thrill

phasers wrote: »

no banks appreciate their customers

They prefer other things to appreciate, like the houses their customers have mortgages on.

Senna

I was seriously considering moving everything to EBS, there branch is always empty, its not on a main street so I can always park outside the door, two staff always there, very friendly, I do everything online so I only go in to lodge the odd cheque etc.
If it wasn't for slightly higher charges and the fear that the branch could close any day now, I would have moved already.

ninebeanrows

Banks only like people with sh:te loads of money.

Ah-Watch

I'm lucky enough to still be on student banking but at the moment I'd pick AIB anyday. BOI are slow, staff in the local branch are unhelpful, rude, slow and unwilling to help. The BOI mobile app is way behind AIBs. It would look as if I was an AIB staff member but BOI have me royally peeved and Ulster Bank messed up my account before so I closed it down. Never dealt with PTSB and unlikely as they've just closed the local branch. AIB had no problem giving me a car loan, credit card and overdraft where the credit union wouldn't give me €1000 as I had never got a loan from them before.

Maybe I'm still getting favourable treatment for being a student but I know I'll be picking AIB anyday over BOI

Hulk Hands

It's the future. This is the banks way of cutting costs and boost profitability. It's amazing how many people will give out about all the money we've thrown at the banks and in the same breath, give out about the bank charges and the change to self service and technology. Would people rather the banks stayed the way they are and piss all the public's money against the wall? At least we may see a return out of this.

BOI are leading the way at the moment with technology, but the rest aren't far behind. And by the rest I mean AIB because Ulster Bank will likely be gone from Ireland in 5 years. The banks are becoming like Supermarkets. You can do everything yourself. If you want help, you can have it, but you will be in a very long queue

wendell borton

franktheplank wrote: »

Are you sure it's human?

I'm fairly certain about the ones behind the counter but the lads running the show are definitely some type of parasitic lifeform.

Steodonn

In fairness I'm with Bank of Ireland and the staff at my local branch are great always willing to sort anything out for me that said I had to call them once and was on hold for nearly 20mins

dzer2

Hard to blame the staff when they are moved around the whole time I have had 3 different managers in 3 years.

TOMP

Have been with BOI for long long long time. There is no recongition of this, never ever get a thank you for your business, probably the same for all Irish banks. even Tesco have a loyalty scheme

Third_Echelon

I've been with them for 18 years as a customer... Current account, credit card, multiple personal and car loans etc. Never had any bother with them. I can do pretty much all that I need to do online. I've only ever been in a branch to sign a loan form or the odd time to lodge cash...

Maybe I've just been lucky?

scamalert

Been with BOi for over 8 years,only good experiences,yes they are cutting down on staff in most places,but also they introduced statement,atms,quick lodgement machines that serve well,online service is also perfect as it was upgraded recently,plus new visa debit cards.
Also deal with AIB daily its branch in a small town total pain in the a** going in there,feels like doing them a favor coming in there,no thanks or anything out of 3 tills only one works most of the time,and the ques might be up to the doors,so theres a problem not with the banks but the managers that run each branch.Surely its hard to serve 20 people alone,but with hours they work 9 to 5 plus all the bank holidays and other perks that they get they at least should be happy having customer coming over to them.
On the other note i hear good things on ulster bank,some hate it,but mostly good replies from customers,and never see ques when passing one.

krudler

Petca4 wrote: »

Had the unfortunate experience of having to deal with the BOI over the last few days. The whole system in my local BOI is completely customer unfriendly.
They are trying to automate the whole system there, no human contact or as little as possible. This is how they treat the small guy, and take the sham that owes them millions out to dinner!
Anyway upshot is, changed to a bank that appreciates its customers.

eh, good? having to go into a bank is a pain in the hole, everything should be self service online.

Piliger

Steodonn wrote: »

In fairness I'm with Bank of Ireland and the staff at my local branch are great always willing to sort anything out for me that said I had to call them once and was on hold for nearly 20mins

I have my account in BoI in Blackrock but deal with it in Ranelagh. When I need to go into the branch, which is extremely rare because I can do everything online, there is always free staff there to help with any issue or problem I have. Everything gets sorted and all is well.
Banks are not family. They are not there to appreciate you. They deliver a service and I find BoI's service to be perfectly adequate. I don't know what all the b1tching is about.

amacca

I'm not normally gigantic cnut

but i was in the other day and I was happy to queue...well lets just say I was happier to queue than use the automated lodgement machine because I've had quite a hassle filled experience with them before and it was a significant sum of money

when up stumps a frumpy young one with an I'm going to organise you stupid sheeple attitude literally streaming from her fingertips electrifying the atmosphere in our humble queue ah la the dark side of the force

her: what are you doing sir?
me: oh just making a lodgement (I should have known this was weak and I will need to man the **** up in future to get my way without complications - 20-20 hindsight is a terrible thing)

her: If you'll just come with me we can do that at the lodgement machine
me: Ah...no thats not going to happen I'm afraid I don't want to do that
her: but its quicker
me: ah yes but from personal experience it is potentially more of a hassle and I like dealing with people


her: I just cant understand why anyone would want to queue for any longer than they have to (she had the cheek to say this in an exasperated tone and nearly stamp her pudgy little foot in frustration - I sh1t you not AH)

me: (quite annoyed at being questioned/criticised like this in front of 20+ strangers) hmmm, well i thought expressing a personal preference for the type of service I want from my bank which i happen to be a good long term customer of would suffice but it appears in modern day Ireland the customer must explain themselves, very well then here are my reasons in no particular order

1) On a previous occasion it took two hours to sort out an error one of your machines/operators that tend the machine whatever made

2) this is a significant sum of money (well it was to me any way) I'm lodging here...i like the fact that I get a little printed receipt from the teller but more importantly someone to hold immediately responsible to get the situation remedied should a problem arise

3) I've always hated queues and the fact that BOI seem to have got rid of at least 60% of the tellers they had working in this branch has made this queue longer than usual which means I've already spent quite some time in it...i feel invested in this queue...its become an emotional thing now....i just don't want to drag myself away from it

4) you may think that if you succeed in your little mini mission of diverting customers to machines this will enhance your career but ultimately have you considered what you are actually achieving for your employers............they will need less of your colleagues as they will replace them with rectangular boxes......and if you don't care about your soon to be expendable colleagues and they are giving you some sort of bonus for this consider the very real possibility it wont be long until you become replaceable with one of those boxes too (I may have strayed into sarah connors t-1000 judgement day territory there admittedly) as i doubt this is going to get you into the upper levels of management where you will be safe from redundancy for longer so why not let us queuers queue and extend at least for a while the need to keep some more tellers around here


now granted progress is inevitable and if BOI dont cut costs and compete they will die but dear god what an odious little mini dictator she was........probably going to be a director or chairperson of the board in future no doubt


tldr: bank employee has the nerve to question my wish to queue to lodge money so I embarked upon a long rambling paranoid but mostly quiet tirade about how the machines were eventually going to take over and none of you fools can even see it coming

machine generations people.......machine generations.

Mint Sauce

My local BOI branch had a huge refit recently. A huge row of shiny cash/cheque lodgement machines, withdrawl machines, 365 phones etc etc.

The 3 manned desks are tucked away in a far corner, unsign posted, and if you do ask the customer service desk, or the staff wondering around the floor where they are, they do all they could to direct you to the machines.

My small home town branch, the only machine in it, and still is, is a statement printer, although the place has now been made unwelcoming with newly installed huge anti theft screens, and the personal touch that was always there, now nearly gone.

NegativeCreep

Same with Permanent TSB. The only time they show a bit of enthusiasm is when they're asking me if I want to switch from a student account to a current account even though I'm a student.

poolboy

Weathercheck wrote: »

Banks only like people with sh:te loads of money.

And people who owe sh:te loads

maidie

It seems that AIB and PTSB are the same way at the moment, I went in to AIB last week to lodge money for my daughter who was waiting at the other end of an ATM in another part of the country! In the space of 2 minutes of entering the queue i was quizzed about lodging via the ATM, I told her it wasn't my account and that I had no ATM card and that it was an urgent lodgment, the staff member in question then went on to discuss internet banking and I told her that I didn't have it, she then went on about the benefits and reducing time wasted in a queue. Anyway She went off defeated when her colleague a middle aged man who must have witnessed the conversation (as he was having the same unsuccessful spiel with the lady in front of me) started the very same conversation, asking would I come in on a regular basis to lodge and have I thought about other options.
It was on the tip of my tongue to rant and ask if I needed permission to come in to do a lodgment, but I said nothing just gave the stop p**sing me off , so I just avoid banks as best I can, and also why does it depend on who you get at the counter to decide if your wage cheque can be cleared immediately or after 7 days... Rant over, but glad lots of people feeling the same.

Pottler

For what it's worth, my bank love me. They usually ring me, really nicely, to discuss how they can help and stuff. I tend not to darken their door.:) Funny how things turn...

Degag

amacca wrote: »

I'm not normally gigantic cnut

but i was in the other day and I was happy to queue...well lets just say I was happier to queue than use the automated lodgement machine because I've had quite a hassle filled experience with them before and it was a significant sum of money

when up stumps a frumpy young one with an I'm going to organise you stupid sheeple attitude literally streaming from her fingertips electrifying the atmosphere in our humble queue ah la the dark side of the force

her: what are you doing sir?
me: oh just making a lodgement (I should have known this was weak and I will need to man the **** up in future to get my way without complications - 20-20 hindsight is a terrible thing)

her: If you'll just come with me we can do that at the lodgement machine
me: Ah...no thats not going to happen I'm afraid I don't want to do that
her: but its quicker
me: ah yes but from personal experience it is potentially more of a hassle and I like dealing with people


her: I just cant understand why anyone would want to queue for any longer than they have to (she had the cheek to say this in an exasperated tone and nearly stamp her pudgy little foot in frustration - I sh1t you not AH)

me: (quite annoyed at being questioned/criticised like this in front of 20+ strangers) hmmm, well i thought expressing a personal preference for the type of service I want from my bank which i happen to be a good long term customer of would suffice but it appears in modern day Ireland the customer must explain themselves, very well then here are my reasons in no particular order

1) On a previous occasion it took two hours to sort out an error one of your machines/operators that tend the machine whatever made

2) this is a significant sum of money (well it was to me any way) I'm lodging here...i like the fact that I get a little printed receipt from the teller but more importantly someone to hold immediately responsible to get the situation remedied should a problem arise

3) I've always hated queues and the fact that BOI seem to have got rid of at least 60% of the tellers they had working in this branch has made this queue longer than usual which means I've already spent quite some time in it...i feel invested in this queue...its become an emotional thing now....i just don't want to drag myself away from it

4) you may think that if you succeed in your little mini mission of diverting customers to machines this will enhance your career but ultimately have you considered what you are actually achieving for your employers............they will need less of your colleagues as they will replace them with rectangular boxes......and if you don't care about your soon to be expendable colleagues and they are giving you some sort of bonus for this consider the very real possibility it wont be long until you become replaceable with one of those boxes too (I may have strayed into sarah connors t-1000 judgement day territory there admittedly) as i doubt this is going to get you into the upper levels of management where you will be safe from redundancy for longer so why not let us queuers queue and extend at least for a while the need to keep some more tellers around here


now granted progress is inevitable and if BOI dont cut costs and compete they will die but dear god what an odious little mini dictator she was........probably going to be a director or chairperson of the board in future no doubt


tldr: bank employee has the nerve to question my wish to queue to lodge money so I embarked upon a long rambling paranoid but mostly quiet tirade about how the machines were eventually going to take over and none of you fools can even see it coming

machine generations people.......machine generations.

Ok, so you wished that you said this. What did you actually say?;)

In Exile

coathanger wrote: »

You should try working for them,its not easy,am with the bank 6 years as a cashier & we have no say in all the changes they are making at the top :eek:* they dont care about our opinions/feedback on how the chnages are affecting the customers & staff.Morale is at an all time low, & the bank are treating their retail staff very badly,pushing people to leave their jobs as they are constantly under threat of transfers,poor sale preformance,long hours with no extra payments....I could go on & on....

I feel sorry for you coat hanger. Worked there for 5 years until I left a couple of years ago to move to Australia. At the time they were trialling the new lodgement machine.

This is a simple case of cost cutting. I know in the Munster region where I worked, a large number of the country branches are going to be "cashless" for 2-3 days a week. Again, this is all about cost cutting and the bank should be commended for doing all they can to reduce costs.

However, what annoys me more than anything is managements blatant disregard for staff and customers. Talking to ex staff mates and managers and they don't know one week from the next whether they will stay in the same place or shipped off to the back arse of nowhere.

It is like a dictatorship where people are afraid to voice opinions. Then you have idiots like Gerry Reeves, a man who told staff a few years ago that they work in the bank to make it successful and not for the money(easy to say when he has a salary like his and not 20k like the minions he liked to preach to) telling the media that they were moving with the times and changing their banking practices in line with what the customer want? If he had any balls the least he could do was admit what every one knows, it is about cost cutting. That statement alone would appease some people.

For everybody who has problems with the bank, don't take it out on the staff in the branch. Most, not all as there is always the odd cnut, are under as much stress as every single customer who walk into the branch. Complain. Do it properly though. Get the email addresses of the Regional Managers and complain constantly to them.

amacca

Degag wrote: »

Ok, so you wished that you said this. What did you actually say?;)

OK I am man enough to admit that I have been rumbled

I said something to the effect of I'm not moving I've had problems with the automated lodgement machines before + other bits and pieces

she was just as jumped up as I've described though and I've left her bits unchanged


My internal monologue as this was going on was equal parts witty, borderline psychotic and incisively well observed I can assure you however.

2 stroke

Wacker The Attacker wrote: »

In a sizable number of cases its the customers that causes the hold up

That explains why they are trying to shed customers. I've recently moved most of my business to the credit union. I only have enough going into boi to service direct debits.

Last time I was inbranch I told the staff member manning the q, that I'd be very happy to speak to her if she stood behind the counter.

amacca

In Exile wrote: »

It is like a dictatorship where people are afraid to voice opinions. Then you have idiots like Gerry Reeves, a man who told staff a few years ago that they work in the bank to make it successful and not for the money(easy to say when he has a salary like his and not 20k like the minions he liked to preach to) telling the media that they were moving with the times and changing their banking practices in line with what the customer want? If he had any balls the least he could do was admit what every one knows, it is about cost cutting. That statement alone would appease some people.

For everybody who has problems with the bank, don't take it out on the staff in the branch. Most, not all as there is always the odd cnut, are under as much stress as every single customer who walk into the branch. Complain. Do it properly though. Get the email addresses of the Regional Managers and complain constantly to them.

fair enough...well said. I actually will do just that.

2 stroke

You can tell boi what you think of their service here. http://www.boards.ie/vbulletin/forumdisplay.php?f=1522

amacca

2 stroke wrote: »

You can tell boi what you think of their service here. http://www.boards.ie/vbulletin/forumdisplay.php?f=1522

aaaah noooooooo...they are everywhere, is nowhere safe anymore?

maybe they are replacing tellers with forum representatives......how long before automated responses?

Antar Bolaeisk

They apparently don't need to worry about customers in Ireland as we're more likely to get a divorce than change banks.

2 stroke

amacca wrote: »

......how long before automated responses?

I suspect we're getting that already.

2 stroke

Antar Bolaeisk wrote: »

They apparently don't need to worry about customers in Ireland as we're more likely to get a divorce than change banks.

Fact is that the only customers that can move easily are the ones not in debt.

MurdyWurdy

BOI have just increased the interest rates on their credit cards by up to 4% as well, effective yesterday - so watch out for any Christmas spending you have on your card. You'll end up paying more interest if you don't pay it off within the 30 days.

Fizman

2 stroke wrote: »

Fact is that the only customers that can move easily are the ones not in debt.

Which makes sense.

Biggins

MurdyWurdy wrote: »

BOI have just increased the interest rates on their credit cards by up to 4% as well, effective yesterday - so watch out for any Christmas spending you have on your card. You'll end up paying more interest if you don't pay it off within the 30 days.

http://www.independent.ie/business/personal-finance/latest-news/credit-card-rate-hike-heaps-misery-on-shoppers-3331526.html

What the BOI will do, the others will soon follow.