Lost card & Replacement!

speed59.ln

Hello.  My daughter is a current account holder but is studying abroad in another EU country.  She has lost her Debit card and requires a New one be sent to her overseas temp address ASAP.  She's called the 24 hr helpline and they've blocked the card but now tell her that she needs to submit a change of address, wait for a letter to arrive and then they'll send a new card which normally takes 5 - 7 days!  This is totally unacceptable as she needs access to her funds immediately and not have to wait almost 2 weeks.  No, I/she does not have any family/friends left in Ireland so that option is out of the question.  What is the solution as she cannot afford to wait and it would be no problem for her/us to seek another financial institution that would work with her/us in a more compassionate way!

Bank of Ireland: Nicola

speed59.ln wrote: »

Hello. My daughter is a current account holder but is studying abroad in another EU country. She has lost her Debit card and requires a New one be sent to her overseas temp address ASAP. She's called the 24 hr helpline and they've blocked the card but now tell her that she needs to submit a change of address, wait for a letter to arrive and then they'll send a new card which normally takes 5 - 7 days! This is totally unacceptable as she needs access to her funds immediately and not have to wait almost 2 weeks. No, I/she does not have any family/friends left in Ireland so that option is out of the question. What is the solution as she cannot afford to wait and it would be no problem for her/us to seek another financial institution that would work with her/us in a more compassionate way!

[font=Arial","sans-serif]Hi speed59.In, thanks for getting in touch and welcome to Boards.ie[/font]

[font=Arial","sans-serif]I’m sorry to hear that your daughter is in this situation, for security reasons the new card can only be sent to the address on her account.[/font]

[font=Arial","sans-serif]It’s advisable to keep account records up to date to ensure that any correspondence relating to the account can continue to be received. [/font][font=Arial","sans-serif]Is there anyone available at your daughters account address at the moment or has she already updated the address to her new location?[/font]

[font=Arial","sans-serif]Apologies again, thanks.[/font]
[font=Arial","sans-serif]Nicola[/font]

speed59.ln

No, as I stated there is no one at the address on file as we've permanently relocated out of the country and she will update her address accordingly.  While I applaud your security measures I wonder what would occur had she been traveling for an extended period and her card was lost/destroyed/stolen.  I know that other financial institutions (Perm TSB) do offer the choice to have a card sent to an address once it's determined that the person you are talking to is indeed the account holder.  In this case, as I stated she now has to wait at least 2 weeks before any positive movement and will have no access to her funds while in the country she's attending school in.  You tell me what her options are then and regardless of fault of the lost card, how does she eat, pay bills, perform basic financial functions while BOI fiddles around with this senseless restriction?

There has to be a way to get a card to her in the meantime as I cannot believe in this day & age BOI can't be flexible!

speed59.ln

So, are you saying she can submit a change of address online via 365onnline and that will be acceptable for them to then send a card?

And again, there is no one at the Irish address to collect the security code for an address change.  Can my daughter call to change the address and then have the card sent?

speed59.ln

This is right off your own website and yet it's not true what so ever as you're making it extremely difficult to replace a card and fund access in a time of extreme need!

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Bank of Ireland: Nicola

speed59.ln wrote: »

So, are you saying she can submit a change of address online via 365onnline and that will be acceptable for them to then send a card?

And again, there is no one at the Irish address to collect the security code for an address change. Can my daughter call to change the address and then have the card sent?

[font=Arial","sans-serif]Thanks speed59.In, I’m very sorry that she’s in this position.[/font]

[font=Arial","sans-serif]If your daughter activated her mobile phone to receive security codes previously then she’ll be able to login and change address through the online service desk. [/font]

[font=Arial","sans-serif]Unfortunately if your daughter did not activate her mobile phone to receive security codes previously then she won’t be able to change the address through 365 Online or by phone.[/font]

[font=Arial","sans-serif]For information on how to change the address, please click here.[/font]

[font=Arial","sans-serif]If she’s travelling with a friend or relative that she’s made transfers to previously then she’ll be able to make transfers to their account while she’s awaiting her new card and they could draw this cash out for her with their card (if she activated her mobile phone to receive security codes then she’ll also be able to add new payees to transfer to). [/font]

[font=Arial","sans-serif]If she’s unhappy with any aspect of the service she can make a complaint about this here.[/font]

[font=Arial","sans-serif]Apologies again, thanks. [/font]

[font=Arial","sans-serif]Nicola[/font]

speed59.ln

You're being sorry does not help the matter and did you actually read what you wrote, the amount of hoops that BOI is asking her to jump through? Hopefully you, a family member or your child ever has to go through this and what BOI is putting her/us through!

As I stated, the entire family has permanently relocated out of Ireland so all post is being forwarded to a USA location while she attends school in Lithuania.  She had to put in a change to her mobile number which has yet to be activated by the so-called security so even changing her address will seem to be a challenge.  I just don't understand why it is that she can't call in, your team verifies who she is with various security questions and then just change the address, send her a card.  I know for a fact that Perm tsb will allow that and other major banks ass I've had my card lost/stolen in the past!

What you have proposed was the main reason why I switched from BOI to Perm tsb when I lived in Ireland due to the fact of inflexibility and making such ridiculous suggestions all to access funds!

I will not waste my time submitting a complaint as it will just get lost in the red-tape of BOI and I would think that it would be you, as a customer service agent to forward this up to your supervisor/manager considering the fact that I will not allow my daughter/any friends to do business with your bank based on your replies and wanting ME to go looking for sympathy from the complaint dept.  No Maám, that is your job to forward this up the chain to get this resolved in some way to assist one of your customer's in need!

Bank of Ireland: Nicola

speed59.ln wrote: »

You're being sorry does not help the matter and did you actually read what you wrote, the amount of hoops that BOI is asking her to jump through? Hopefully you, a family member or your child ever has to go through this and what BOI is putting her/us through!

As I stated, the entire family has permanently relocated out of Ireland so all post is being forwarded to a USA location while she attends school in Lithuania. She had to put in a change to her mobile number which has yet to be activated by the so-called security so even changing her address will seem to be a challenge. I just don't understand why it is that she can't call in, your team verifies who she is with various security questions and then just change the address, send her a card. I know for a fact that Perm tsb will allow that and other major banks ass I've had my card lost/stolen in the past!

What you have proposed was the main reason why I switched from BOI to Perm tsb when I lived in Ireland due to the fact of inflexibility and making such ridiculous suggestions all to access funds!

I will not waste my time submitting a complaint as it will just get lost in the red-tape of BOI and I would think that it would be you, as a customer service agent to forward this up to your supervisor/manager considering the fact that I will not allow my daughter/any friends to do business with your bank based on your replies and wanting ME to go looking for sympathy from the complaint dept. No Maám, that is your job to forward this up the chain to get this resolved in some way to assist one of your customer's in need!

[font=Arial","sans-serif]If your daughter can contact us directly we’ll be able to check this further to see if we can help her in this current situation. She can contact us directly by phone on +3531 4044000. [/font]

[font=Arial","sans-serif]If she’s unable to call she can send us a private message through our Twitter which is monitored 24/7 @talktoboi [/font]

[font=Arial","sans-serif]Please ask her to send a private message for the attention of our social media team and to include her full name, phone number and details of which branch her account is with. We’ll arrange to call her to discuss this further. [/font]

[font=Arial","sans-serif]I would also ask you to read our forum charter and Boards forum guidelines here.

[font=Arial","sans-serif]Thanks[/font]

[font=Arial","sans-serif]Nicola[/font]

Zaph

As the OP has been sitebanned, I'm closing this thread.