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BOI: Complaints not accepted

  • 21-08-2017 9:14am
    #1
    birchtree
    Registered Users, Registered Users 2 Posts: 121 ✭✭


    I have locked my online account, and rang in to unlock it. Then, 'one of the mandatory questions' was a recent transaction on my account. Here is a summary of my conversation with BOI:
    I gave my direct debit details. 
    No, it can't be direct debit, the amount has to be variable, someone might know the amount.
    My direct debit amounts are variable. I several direct debits, who would know them all?
    No it can't be direct debit.
    I've sent payment to a payee details last month. 
    No, it has to be within two weeks.
    Well, i don't have any other transactions within last two weeks. 
    Then you have to make one and call us back.
    Sorry, I don't want to make transactions and pay you transaction fees. 
    Sorry, that's a mandatory question.
    I'd like to complain.
    Ok, I will note your dissatisfaction.
    No, I'd like to talk to complaints department.
    Sorry, you can't do that. I can lodge it for you.
    How do I know you will?
    Because I'm telling you.
    How do I follow up my complaint?
    I can only record your complaint.
    *Going nowhere, hanging up, calling again. Went through all IVR options - nothing in relation to complaints. Went for recent transactions option.
    IVR: Please enter your 8 digit account number
    *punched in*
    Hello, this is customer care, may I have your account number?
    I've just punched it in.
    Can you confirm it?
    LOL, ok, confirmed it.
    To verify your account, may I have your recent transaction.
    LMAO

    I'll go to the branch. If it's still there. 


Comments

  • #2
    Bank of Ireland: Nicola
    Closed Accounts Posts: 735 ✭✭✭Bank of Ireland: Nicola


    birchtree wrote: »
    I have locked my online account, and rang in to unlock it. Then, 'one of the mandatory questions' was a recent transaction on my account. Here is a summary of my conversation with BOI:
    I gave my direct debit details.
    No, it can't be direct debit, the amount has to be variable, someone might know the amount.
    My direct debit amounts are variable. I several direct debits, who would know them all?
    No it can't be direct debit.
    I've sent payment to a payee details last month.
    No, it has to be within two weeks.
    Well, i don't have any other transactions within last two weeks.
    Then you have to make one and call us back.
    Sorry, I don't want to make transactions and pay you transaction fees.
    Sorry, that's a mandatory question.
    I'd like to complain.
    Ok, I will note your dissatisfaction.
    No, I'd like to talk to complaints department.
    Sorry, you can't do that. I can lodge it for you.
    How do I know you will?
    Because I'm telling you.
    How do I follow up my complaint?
    I can only record your complaint.
    *Going nowhere, hanging up, calling again. Went through all IVR options - nothing in relation to complaints. Went for recent transactions option.
    IVR: Please enter your 8 digit account number
    *punched in*
    Hello, this is customer care, may I have your account number?
    I've just punched it in.
    Can you confirm it?
    LOL, ok, confirmed it.
    To verify your account, may I have your recent transaction.
    LMAO

    I'll go to the branch. If it's still there.

    Hi birchtree, thanks for getting in touch and I'm sorry to hear you're unhappy.

    Please be assured that any checks that are carried out, once your online account was locked, are there to protect the security and privacy of your account.

    It's possible to make an official complaint by phone, there's some more information on how this works and alternative options to make a complaint here.

    Please let me know if there's anything else that I can help you with here.

    Apologies again, thanks.
    Nicola


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