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Issues adding payee and accessing service desk

  • 06-03-2017 8:31pm
    #1
    aidanathome
    Registered Users, Registered Users 2 Posts: 172 ✭✭


    Hi,
    I've been trying to add a payee for the last 2 days and it keeps giving me an error telling me that a payee cannot be added at this time. I'm completing all of the fields on the 'Add Payee' page.
    Because of this, I opened a service desk on 365online today to try to resolve the issue. When I've logged in later this evening, and clicked on the Service Desk, if I try to click on Inbox or Sent Items, it logs me out. 'The system has logged you out, if you wish to continue please click 'Login'.'

    This is not a timeout issue (unless your system timeout is less than the time it takes the page to load (30 seconds?)).

    Also, all of these actions have been through Chrome on www.365online.com

    Thanks.


Comments

  • #2
    j4vier
    Registered Users, Registered Users 2 Posts: 1,893 ✭✭✭j4vier


    aidanathome wrote: »
    Hi,
    I've been trying to add a payee for the last 2 days and it keeps giving me an error telling me that a payee cannot be added at this time. I'm completing all of the fields on the 'Add Payee' page.
    Because of this, I opened a service desk on 365online today to try to resolve the issue. When I've logged in later this evening, and clicked on the Service Desk, if I try to click on Inbox or Sent Items, it logs me out. 'The system has logged you out, if you wish to continue please click 'Login'.'

    This is not a timeout issue (unless your system timeout is less than the time it takes the page to load (30 seconds?)).

    Also, all of these actions have been through Chrome on www.365online.com

    Thanks.
    I haven't been able to add a payee since last week.

    I notified the service desk who seemed unaware of the problem and they haven't got back to me still after several days


  • #3
    Bank of Ireland: Alison
    Closed Accounts Posts: 1,060 ✭✭✭Bank of Ireland: Alison


    aidanathome wrote: »
    Hi,
    I've been trying to add a payee for the last 2 days and it keeps giving me an error telling me that a payee cannot be added at this time. I'm completing all of the fields on the 'Add Payee' page.
    Because of this, I opened a service desk on 365online today to try to resolve the issue. When I've logged in later this evening, and clicked on the Service Desk, if I try to click on Inbox or Sent Items, it logs me out. 'The system has logged you out, if you wish to continue please click 'Login'.'

    This is not a timeout issue (unless your system timeout is less than the time it takes the page to load (30 seconds?)).

    Also, all of these actions have been through Chrome on www.365online.com

    Thanks.
    Hi aidanathome

    Thanks for getting in touch with us here on Boards.

    We're sorry to hear you're having difficulties adding your payee online.

    It would be best to call 0818 365 365 / 00353 140 44000 and a colleague can take the details of the payee and look into this further for you. Our colleagues are available Mon-Fri 8am-midnight, Weekends & Bank Holidays 9am-6pm.

    In relation to the Service Desk ,we are aware if the inbox/sent items is double clicked this can log you out online. If this is not the case, a colleague will be happy to also look into this for you.


    Many Thanks
    Alison


  • #4
    Bank of Ireland: Alison
    Closed Accounts Posts: 1,060 ✭✭✭Bank of Ireland: Alison


    j4vier wrote: »
    aidanathome wrote: »
    Hi,
    I've been trying to add a payee for the last 2 days and it keeps giving me an error telling me that a payee cannot be added at this time. I'm completing all of the fields on the 'Add Payee' page.
    Because of this, I opened a service desk on 365online today to try to resolve the issue. When I've logged in later this evening, and clicked on the Service Desk, if I try to click on Inbox or Sent Items, it logs me out. 'The system has logged you out, if you wish to continue please click 'Login'.'

    This is not a timeout issue (unless your system timeout is less than the time it takes the page to load (30 seconds?)).

    Also, all of these actions have been through Chrome on www.365online.com

    Thanks.
    I haven't been able to add a payee since last week.

    I notified the service desk who seemed unaware of the problem and they haven't got back to me still after several days
    Hi j4vier

    Thanks for getting in touch with us and sorry to hear you're having difficulties adding your payee online.

    If you are receiving the same error message as original poster, please call our colleagues to look into this further for you on 0818 365 365 / 00353 140 44000. Our colleagues are available Mon-Fri 8am-midnight, Weekends & Bank Holidays 9am-6pm.

    Or was it advising part of the details you were inputting were incorrect?

    Many Thanks
    Alison


  • #5
    aidanathome
    Registered Users, Registered Users 2 Posts: 172 ✭✭aidanathome


    Bank of Ireland: Alison wrote: »
    Hi aidanathome

    Thanks for getting in touch with us here on Boards.

    We're sorry to hear you're having difficulties adding your payee online.

    It would be best to call 0818 365 365 / 00353 140 44000 and a colleague can take the details of the payee and look into this further for you. Our colleagues are available Mon-Fri 8am-midnight, Weekends & Bank Holidays 9am-6pm.

    In relation to the Service Desk ,we are aware if the inbox/sent items is double clicked this can log you out online. If this is not the case, a colleague will be happy to also look into this for you.


    Many Thanks
    Alison


    Hi Alison,
    I rang the number above, and they were unable to add the payee. Some system is down that would allow them to add it for me. They've told me that they will call me back when it's resolved, but haven't given a date when that will be.

    Obviously, that's pretty poor and below the standard that I would expect from BOI. Do you know if it would be possible to add a payee to my 365online account if I go to a branch? I'm assuming not if they are unable to do it over the phone?

    Thanks for your help.


  • #6
    Bank of Ireland: Alison
    Closed Accounts Posts: 1,060 ✭✭✭Bank of Ireland: Alison


    aidanathome wrote: »
    Bank of Ireland: Alison wrote: »
    Hi aidanathome

    Thanks for getting in touch with us here on Boards.

    We're sorry to hear you're having difficulties adding your payee online.

    It would be best to call 0818 365 365 / 00353 140 44000 and a colleague can take the details of the payee and look into this further for you. Our colleagues are available Mon-Fri 8am-midnight, Weekends & Bank Holidays 9am-6pm.

    In relation to the Service Desk ,we are aware if the inbox/sent items is double clicked this can log you out online. If this is not the case, a colleague will be happy to also look into this for you.


    Many Thanks
    Alison


    Hi Alison,
    I rang the number above, and they were unable to add the payee. Some system is down that would allow them to add it for me. They've told me that they will call me back when it's resolved, but haven't given a date when that will be.

    Obviously, that's pretty poor and below the standard that I would expect from BOI. Do you know if it would be possible to add a payee to my 365online account if I go to a branch? I'm assuming not if they are unable to do it over the phone?

    Thanks for your help.
    Hi aidanathome

    Thanks for coming back to us here. 

    We're very sorry to hear they were unable to add it by phone for you. Unfortunately the Branch would be unable to add this also. Is it to another BOI account? You may prefer to give this privately. We can certainly send you a PM and you can respond back to us? 

    Many Thanks
    Alison


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  • #7
    aidanathome
    Registered Users, Registered Users 2 Posts: 172 ✭✭aidanathome


    Bank of Ireland: Alison wrote: »
    aidanathome wrote: »
    Bank of Ireland: Alison wrote: »
    Hi aidanathome

    Thanks for getting in touch with us here on Boards.

    We're sorry to hear you're having difficulties adding your payee online.

    It would be best to call 0818 365 365 / 00353 140 44000 and a colleague can take the details of the payee and look into this further for you. Our colleagues are available Mon-Fri 8am-midnight, Weekends & Bank Holidays 9am-6pm.

    In relation to the Service Desk ,we are aware if the inbox/sent items is double clicked this can log you out online. If this is not the case, a colleague will be happy to also look into this for you.


    Many Thanks
    Alison


    Hi Alison,
    I rang the number above, and they were unable to add the payee. Some system is down that would allow them to add it for me. They've told me that they will call me back when it's resolved, but haven't given a date when that will be.

    Obviously, that's pretty poor and below the standard that I would expect from BOI. Do you know if it would be possible to add a payee to my 365online account if I go to a branch? I'm assuming not if they are unable to do it over the phone?

    Thanks for your help.
    Hi aidanathome

    Thanks for coming back to us here. 

    We're very sorry to hear they were unable to add it by phone for you. Unfortunately the Branch would be unable to add this also. Is it to another BOI account? You may prefer to give this privately. We can certainly send you a PM and you can respond back to us? 

    Many Thanks
    Alison
    Hi Alison,
    It's a UK account. Searching through other posts on boards.ie, it seems that this issue has existed since January with no sign of it being resolved. 
    Can you share any information on this issue? It's obviously not being treated as a priority by BOI to allow users to add some SEPA accounts as payees.


  • #8
    Bank of Ireland: Alison
    Closed Accounts Posts: 1,060 ✭✭✭Bank of Ireland: Alison


    aidanathome wrote: »
    Bank of Ireland: Alison wrote: »
    aidanathome wrote: »
    Bank of Ireland: Alison wrote: »
    Hi aidanathome

    Thanks for getting in touch with us here on Boards.

    We're sorry to hear you're having difficulties adding your payee online.

    It would be best to call 0818 365 365 / 00353 140 44000 and a colleague can take the details of the payee and look into this further for you. Our colleagues are available Mon-Fri 8am-midnight, Weekends & Bank Holidays 9am-6pm.

    In relation to the Service Desk ,we are aware if the inbox/sent items is double clicked this can log you out online. If this is not the case, a colleague will be happy to also look into this for you.


    Many Thanks
    Alison


    Hi Alison,
    I rang the number above, and they were unable to add the payee. Some system is down that would allow them to add it for me. They've told me that they will call me back when it's resolved, but haven't given a date when that will be.

    Obviously, that's pretty poor and below the standard that I would expect from BOI. Do you know if it would be possible to add a payee to my 365online account if I go to a branch? I'm assuming not if they are unable to do it over the phone?

    Thanks for your help.
    Hi aidanathome

    Thanks for coming back to us here. 

    We're very sorry to hear they were unable to add it by phone for you. Unfortunately the Branch would be unable to add this also. Is it to another BOI account? You may prefer to give this privately. We can certainly send you a PM and you can respond back to us? 

    Many Thanks
    Alison
    Hi Alison,
    It's a UK account. Searching through other posts on boards.ie, it seems that this issue has existed since January with no sign of it being resolved. 
    Can you share any information on this issue? It's obviously not being treated as a priority by BOI to allow users to add some SEPA accounts as payees.
    Hi aidanathome,

    Is this a transfer between your own accounts from UK to ROI or you trying to add a SEPA Payee from UK to perhaps a new beneficiary/ third party? 

    Many Thanks

    Alison


  • #9
    aidanathome
    Registered Users, Registered Users 2 Posts: 172 ✭✭aidanathome


    Bank of Ireland: Alison wrote: »
    aidanathome wrote: »
    Bank of Ireland: Alison wrote: »
    aidanathome wrote: »
    Bank of Ireland: Alison wrote: »
    Hi aidanathome

    Thanks for getting in touch with us here on Boards.

    We're sorry to hear you're having difficulties adding your payee online.

    It would be best to call 0818 365 365 / 00353 140 44000 and a colleague can take the details of the payee and look into this further for you. Our colleagues are available Mon-Fri 8am-midnight, Weekends & Bank Holidays 9am-6pm.

    In relation to the Service Desk ,we are aware if the inbox/sent items is double clicked this can log you out online. If this is not the case, a colleague will be happy to also look into this for you.


    Many Thanks
    Alison


    Hi Alison,
    I rang the number above, and they were unable to add the payee. Some system is down that would allow them to add it for me. They've told me that they will call me back when it's resolved, but haven't given a date when that will be.

    Obviously, that's pretty poor and below the standard that I would expect from BOI. Do you know if it would be possible to add a payee to my 365online account if I go to a branch? I'm assuming not if they are unable to do it over the phone?

    Thanks for your help.
    Hi aidanathome

    Thanks for coming back to us here. 

    We're very sorry to hear they were unable to add it by phone for you. Unfortunately the Branch would be unable to add this also. Is it to another BOI account? You may prefer to give this privately. We can certainly send you a PM and you can respond back to us? 

    Many Thanks
    Alison
    Hi Alison,
    It's a UK account. Searching through other posts on boards.ie, it seems that this issue has existed since January with no sign of it being resolved. 
    Can you share any information on this issue? It's obviously not being treated as a priority by BOI to allow users to add some SEPA accounts as payees.
    Hi aidanathome,

    Is this a transfer between your own accounts from UK to ROI or you trying to add a SEPA Payee from UK to perhaps a new beneficiary/ third party? 

    Many Thanks

    Alison
    Hi Alison,
    I am trying to add a new SEPA payee, where the account is in the UK.


  • #10
    Bank of Ireland: Alison
    Closed Accounts Posts: 1,060 ✭✭✭Bank of Ireland: Alison


    aidanathome wrote: »
    Bank of Ireland: Alison wrote: »
    aidanathome wrote: »
    Bank of Ireland: Alison wrote: »
    aidanathome wrote: »
    Bank of Ireland: Alison wrote: »
    Hi aidanathome

    Thanks for getting in touch with us here on Boards.

    We're sorry to hear you're having difficulties adding your payee online.

    It would be best to call 0818 365 365 / 00353 140 44000 and a colleague can take the details of the payee and look into this further for you. Our colleagues are available Mon-Fri 8am-midnight, Weekends & Bank Holidays 9am-6pm.

    In relation to the Service Desk ,we are aware if the inbox/sent items is double clicked this can log you out online. If this is not the case, a colleague will be happy to also look into this for you.


    Many Thanks
    Alison


    Hi Alison,
    I rang the number above, and they were unable to add the payee. Some system is down that would allow them to add it for me. They've told me that they will call me back when it's resolved, but haven't given a date when that will be.

    Obviously, that's pretty poor and below the standard that I would expect from BOI. Do you know if it would be possible to add a payee to my 365online account if I go to a branch? I'm assuming not if they are unable to do it over the phone?

    Thanks for your help.
    Hi aidanathome

    Thanks for coming back to us here. 

    We're very sorry to hear they were unable to add it by phone for you. Unfortunately the Branch would be unable to add this also. Is it to another BOI account? You may prefer to give this privately. We can certainly send you a PM and you can respond back to us? 

    Many Thanks
    Alison
    Hi Alison,
    It's a UK account. Searching through other posts on boards.ie, it seems that this issue has existed since January with no sign of it being resolved. 
    Can you share any information on this issue? It's obviously not being treated as a priority by BOI to allow users to add some SEPA accounts as payees.
    Hi aidanathome,

    Is this a transfer between your own accounts from UK to ROI or you trying to add a SEPA Payee from UK to perhaps a new beneficiary/ third party? 

    Many Thanks

    Alison
    Hi Alison,
    I am trying to add a new SEPA payee, where the account is in the UK.
    Hi aidanathome,

    Without more information and access to your account it's difficult to determine the exact cause of the payee error message you are receiving. There may be a number of different reasons why the message is showing.

    If you would like us to look into it further please do send us a PM with your full name, contact number and Branch your account is held with.

    To send a PM please make sure you have signatures set to display in your control panel settings and then click in the link in my signature below to send the message.
     

    If you click on your username in the top right corner then go to Control Panel and then Edit Options. You then need to make sure you have Enable Private Messaging ticked, as well as Show Signatures. You should then be able to send us a Private Message. 


    Many Thanks
    Alison


  • #11
    aidanathome
    Registered Users, Registered Users 2 Posts: 172 ✭✭aidanathome


    Bank of Ireland: Alison wrote: »
    aidanathome wrote: »
    Bank of Ireland: Alison wrote: »
    aidanathome wrote: »
    Bank of Ireland: Alison wrote: »
    aidanathome wrote: »
    Bank of Ireland: Alison wrote: »
    Hi aidanathome

    Thanks for getting in touch with us here on Boards.

    We're sorry to hear you're having difficulties adding your payee online.

    It would be best to call 0818 365 365 / 00353 140 44000 and a colleague can take the details of the payee and look into this further for you. Our colleagues are available Mon-Fri 8am-midnight, Weekends & Bank Holidays 9am-6pm.

    In relation to the Service Desk ,we are aware if the inbox/sent items is double clicked this can log you out online. If this is not the case, a colleague will be happy to also look into this for you.


    Many Thanks
    Alison


    Hi Alison,
    I rang the number above, and they were unable to add the payee. Some system is down that would allow them to add it for me. They've told me that they will call me back when it's resolved, but haven't given a date when that will be.

    Obviously, that's pretty poor and below the standard that I would expect from BOI. Do you know if it would be possible to add a payee to my 365online account if I go to a branch? I'm assuming not if they are unable to do it over the phone?

    Thanks for your help.
    Hi aidanathome

    Thanks for coming back to us here. 

    We're very sorry to hear they were unable to add it by phone for you. Unfortunately the Branch would be unable to add this also. Is it to another BOI account? You may prefer to give this privately. We can certainly send you a PM and you can respond back to us? 

    Many Thanks
    Alison
    Hi Alison,
    It's a UK account. Searching through other posts on boards.ie, it seems that this issue has existed since January with no sign of it being resolved. 
    Can you share any information on this issue? It's obviously not being treated as a priority by BOI to allow users to add some SEPA accounts as payees.
    Hi aidanathome,

    Is this a transfer between your own accounts from UK to ROI or you trying to add a SEPA Payee from UK to perhaps a new beneficiary/ third party? 

    Many Thanks

    Alison
    Hi Alison,
    I am trying to add a new SEPA payee, where the account is in the UK.
    Hi aidanathome,

    Without more information and access to your account it's difficult to determine the exact cause of the payee error message you are receiving. There may be a number of different reasons why the message is showing.

    If you would like us to look into it further please do send us a PM with your full name, contact number and Branch your account is held with.

    To send a PM please make sure you have signatures set to display in your control panel settings and then click in the link in my signature below to send the message.
     

    If you click on your username in the top right corner then go to Control Panel and then Edit Options. You then need to make sure you have Enable Private Messaging ticked, as well as Show Signatures. You should then be able to send us a Private Message. 


    Many Thanks
    Alison
    Hi Alison,
    I've had a Service Desk open on 365online since the middle of last week that is currently being ignored. I'll give it a few more days there to see if I get a reply before I PM you with any details.

    Thanks,
    Aidan


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  • #12
    Bank of Ireland: Tara
    Closed Accounts Posts: 2,346 ✭✭✭Bank of Ireland: Tara


    Hi Aidan,

    I've checked with the team and they've assured us that all queries from last week have been responded to. Can you please check your inbox for a reply and if there isn't one there can you check your sent items to ensure the query has been sent?

    Thanks
    Tara


  • #13
    aidanathome
    Registered Users, Registered Users 2 Posts: 172 ✭✭aidanathome


    Bank of Ireland: Tara wrote: »
    Hi Aidan,

    I've checked with the team and they've assured us that all queries from last week have been responded to. Can you please check your inbox for a reply and if there isn't one there can you check your sent items to ensure the query has been sent?

    Thanks
    Tara
    Hi Tara,
    It's in my Sent Items with this time and date: "Date: Tue 07/03/2017      21:41". I've received no reply.

    Aidan


  • #14
    mel.b
    Registered Users, Registered Users 2 Posts: 3,130 ✭✭✭mel.b


    I have just opened a BoI business start up account and people trying to make payments to me (Ireland to Ireland) are experiencing the same problem. I have not received any payments from anyone with a BoI account since the 8th March.

    One person contacted BoI and was advised that they are having a problem at the moment when a number of people are trying to add the same business account as a payee. Apparently this can usually be overridden manually, but there are problems with the database currently. This person was told it was being looked into but as a result wouldn't be able to use online banking to make the payment to me.

    When they originally tried to make the payment it said 'payee not available at this time' and then later 'Due to technical difficulties this payee cannot be added at this time. Our support team are working to resolve the issue'.


    This is completely unacceptable. Could you please advise when the issue will be resolved and what remediation will be done to ensure it doesn't happen again.


  • #15
    Bank of Ireland: Tara
    Closed Accounts Posts: 2,346 ✭✭✭Bank of Ireland: Tara


    aidanathome wrote: »
    Bank of Ireland: Tara wrote: »
    Hi Aidan,

    I've checked with the team and they've assured us that all queries from last week have been responded to. Can you please check your inbox for a reply and if there isn't one there can you check your sent items to ensure the query has been sent?

    Thanks
    Tara
    Hi Tara,
    It's in my Sent Items with this time and date: "Date: Tue 07/03/2017      21:41". I've received no reply.

    Aidan
    Hi Aidan,

    We'd like to look into this further. Can you please send us a private message with the reference number on the message? We can then arrange for an adviser to investigate.

    Thanks
    Tara


  • #16
    Bank of Ireland: Tara
    Closed Accounts Posts: 2,346 ✭✭✭Bank of Ireland: Tara


    mel.b wrote: »
    I have just opened a BoI business start up account and people trying to make payments to me (Ireland to Ireland) are experiencing the same problem.  I have not received any payments from anyone with a BoI account since the 8th March.

    One person contacted BoI and was advised that they are having a problem at the moment when a number of people are trying to add the same business account as a payee. Apparently this can usually be overridden manually, but there are problems with the database currently. This person was told it was being looked into but as a result wouldn't be able to use online banking to make the payment to me.

    When they originally tried to make the payment it said 'payee not available at this time' and then later 'Due to technical difficulties this payee cannot be added at this time. Our support team are working to resolve the issue'.


    This is completely unacceptable. Could you please advise when the issue will be resolved and what remediation will be done to ensure it doesn't happen again.
    Hi mel.b,

    Thanks for contacting us here on Boards.ie.

    We've escalated this to our senior management who have assured us that this issue is being looked into as a matter or urgency. They will let us know as soon as they have an exact resolution time frame so we can provide you with an update here. I apologise for the inconvenience this is causing. 

    Thanks
    Tara 


  • #17
    aidanathome
    Registered Users, Registered Users 2 Posts: 172 ✭✭aidanathome


    Bank of Ireland: Tara wrote: »
    aidanathome wrote: »
    Bank of Ireland: Tara wrote: »
    Hi Aidan,

    I've checked with the team and they've assured us that all queries from last week have been responded to. Can you please check your inbox for a reply and if there isn't one there can you check your sent items to ensure the query has been sent?

    Thanks
    Tara
    Hi Tara,
    It's in my Sent Items with this time and date: "Date: Tue 07/03/2017      21:41". I've received no reply.

    Aidan
    Hi Aidan,

    We'd like to look into this further. Can you please send us a private message with the reference number on the message? We can then arrange for an adviser to investigate.

    Thanks
    Tara
    PM sent. However, the underlying issue is not unique to me as others in this thread (and BOI via phone) have highlighted.


  • #18
    Bank of Ireland: Tara
    Closed Accounts Posts: 2,346 ✭✭✭Bank of Ireland: Tara


    aidanathome wrote: »
    Bank of Ireland: Tara wrote: »
    aidanathome wrote: »
    Bank of Ireland: Tara wrote: »
    Hi Aidan,

    I've checked with the team and they've assured us that all queries from last week have been responded to. Can you please check your inbox for a reply and if there isn't one there can you check your sent items to ensure the query has been sent?

    Thanks
    Tara
    Hi Tara,
    It's in my Sent Items with this time and date: "Date: Tue 07/03/2017      21:41". I've received no reply.

    Aidan
    Hi Aidan,

    We'd like to look into this further. Can you please send us a private message with the reference number on the message? We can then arrange for an adviser to investigate.

    Thanks
    Tara
    PM sent. However, the underlying issue is not unique to me as others in this thread (and BOI via phone) have highlighted.
    Hi aidanathome,

    Thanks, we've received your pm and our colleagues in BOI Direct have replied to your Ask a Question message again.

    Thanks
    Tara


  • #19
    mel.b
    Registered Users, Registered Users 2 Posts: 3,130 ✭✭✭mel.b


    Bank of Ireland: Tara wrote: »
    mel.b wrote: »
    I have just opened a BoI business start up account and people trying to make payments to me (Ireland to Ireland) are experiencing the same problem.  I have not received any payments from anyone with a BoI account since the 8th March.

    One person contacted BoI and was advised that they are having a problem at the moment when a number of people are trying to add the same business account as a payee. Apparently this can usually be overridden manually, but there are problems with the database currently. This person was told it was being looked into but as a result wouldn't be able to use online banking to make the payment to me.

    When they originally tried to make the payment it said 'payee not available at this time' and then later 'Due to technical difficulties this payee cannot be added at this time. Our support team are working to resolve the issue'.


    This is completely unacceptable. Could you please advise when the issue will be resolved and what remediation will be done to ensure it doesn't happen again.
    Hi mel.b,

    Thanks for contacting us here on Boards.ie.

    We've escalated this to our senior management who have assured us that this issue is being looked into as a matter or urgency. They will let us know as soon as they have an exact resolution time frame so we can provide you with an update here. I apologise for the inconvenience this is causing. 

    Thanks
    Tara 
    Hi Tara,

    Is there any update on this issue?

    Thanks,
    Mel.b


  • #20
    Bank of Ireland: Nicola
    Closed Accounts Posts: 735 ✭✭✭Bank of Ireland: Nicola


    mel.b wrote: »
    Bank of Ireland: Tara wrote: »
    mel.b wrote: »
    I have just opened a BoI business start up account and people trying to make payments to me (Ireland to Ireland) are experiencing the same problem. I have not received any payments from anyone with a BoI account since the 8th March.

    One person contacted BoI and was advised that they are having a problem at the moment when a number of people are trying to add the same business account as a payee. Apparently this can usually be overridden manually, but there are problems with the database currently. This person was told it was being looked into but as a result wouldn't be able to use online banking to make the payment to me.

    When they originally tried to make the payment it said 'payee not available at this time' and then later 'Due to technical difficulties this payee cannot be added at this time. Our support team are working to resolve the issue'.


    This is completely unacceptable. Could you please advise when the issue will be resolved and what remediation will be done to ensure it doesn't happen again.
    Hi mel.b,

    Thanks for contacting us here on Boards.ie.

    We've escalated this to our senior management who have assured us that this issue is being looked into as a matter or urgency. They will let us know as soon as they have an exact resolution time frame so we can provide you with an update here. I apologise for the inconvenience this is causing.

    Thanks
    Tara
    Hi Tara,

    Is there any update on this issue?

    Thanks,
    Mel.b


    Hi mel.b, thanks for getting in touch, sorry but we've no further update at this time but please be assured that this has been escalated as a priority.

    I’m sorry for any inconvenience that’s been caused by this, thanks.

    Nicola


  • #21
    Har0ld x9
    Registered Users, Registered Users 2 Posts: 72 ✭✭Har0ld x9


    I have had the same issue described above - getting the Error Message "This payee cannot be added at this time." This is not the first time I have experienced this having first noticed this last year and was told that I should not see the issue again.

    Was informed over the phone that this was due to 10 or more customers adding the same IBAN as a payee - is this really the root cause as it is quite frustrating being unable to complete the transfer online - I have been advised to call in branch to complete or wait a few days until the "block" is cleared on the account. 

    As frustrating as it is for me with the hurdles trying to make a payment - I have to feel more sorry for the businesses that are having there payments delayed on the back of this issue as both times I have had this issue it has been to a business account.


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  • #22
    Bank of Ireland: Sarah
    Closed Accounts Posts: 1,640 ✭✭✭Bank of Ireland: Sarah


    Har0ld x9 wrote: »
    I have had the same issue described above - getting the Error Message "This payee cannot be added at this time." This is not the first time I have experienced this having first noticed this last year and was told that I should not see the issue again.

    Was informed over the phone that this was due to 10 or more customers adding the same IBAN as a payee - is this really the root cause as it is quite frustrating being unable to complete the transfer online - I have been advised to call in branch to complete or wait a few days until the "block" is cleared on the account. 

    As frustrating as it is for me with the hurdles trying to make a payment - I have to feel more sorry for the businesses that are having there payments delayed on the back of this issue as both times I have had this issue it has been to a business account.
    Hi Har0ld x9, 

    Thanks for your post here. 

    We're sorry to hear that you have had this trouble adding your payee and please be assured that our Online team are working on a resolution to this as a priority. 
    Have you recently tried to add this payee on 365 Online and encountered this error? If you are still having trouble adding this payee, please send us a private message here and we can request our Online team to look into this further for you. Please click on the link in my signature to send a private message. 

    Thanks,
    Sarah


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