Accessing Account

antodeco

Hi there,
My daughter (16) has an account that was opened around 10 years ago. She is now looking to be able to access the money from this account. However, she has no "bank book" or "ATM Card". How can she access the funds in her account?

Thanks

Bank of Ireland: Richard F

Hi Antodeco,

Thanks for posting here today on Boards.ie.

If your daughter does not have any card on the account, it would be best for her to go to her local branch and a member of our branch team will be happy to order out a card and set her up for online banking, if she wishes.

She will need to bring photo ID to the branch with her such as a passport.

I hope this information helps.

Thanks,
Richard

antodeco

Thanks Richard. The local branch has no staff, so how does this work? Also, as the account was setup as a "child account" does a parent need to go along also, or because she is 16, it is assumed she can access by herself?

Thanks

Bank of Ireland: Richard F

Hi Antodeco,

Thanks for coming back to us.

Rest assured if she was to go into any branch, one of our colleagues will be happy to help. If she would prefer to book an appointment to arrange this, she can do so on the following link: https://form.bankofireland.com/personal-banking/help-centre/book-an-appointment/

If the account was set up as a Young Saver's Account, this would have automatically changed to a 2nd Level Account once the account holder turned 14. This means she can access this account by herself.

Please let us know if there if we can help with anything else.

Many thanks,
Richard

antodeco

Great news. Thanks for that. I'll let you know how she gets on!

antodeco

Hi Richard,
Just coming back to this. My daughter went in on the 20th as suggested above. They ordered her a Debit Card, but it still hasnt arrived. She has contacted the bank several times and keeps being told to "wait a few more days" What is the typical turnaround time for a card to be sent? Its been nearly a month now with no sign of it (She got her pin after 3 days).

Bank of Ireland: Eoin

Hi there,

Thanks for getting back in touch with us today on Boards.ie
Sorry to hear that your daughter has not received her card.

Generally a card order will take between 5 and 7 working days to complete and to arrive at the address on their account. As it is outside this timeframe I would definitely recommend contacting our Customer Service team by logging in to Banking 365 through the website and selecting Service Desk; there you'll find the option to 'Ask a question'.  You can submit your query here and an Advisor will be able to look into this for you.

Alternatively you can certainly call our Customer Service team at 0818 365 365 between 08:00 – Midnight and one of our Advisors will be more than happy to help.

Many thanks,

Eoin

antodeco

Hi Eoin,
Unfortunately she cannot access Banking365 as she was told she cannot register until she has her card. She has gone into the branch 2 times and called also and is kept being told "to wait a few more days"

Bank of Ireland: Eoin

Hi Antodeco,

Thanks for reaching back out to us.

We'd really like to look after this for your daughter. We're very sorry to hear about your experience so far. 
Could you send us a Private Message with your Daughter's full name, the Branch her Account is linked to and her Contact Number as well please?

Hope to hear from you soon.

Many thanks,
Eoin

antodeco

Hi Eoin,
Update on this. The card was posted out to a different branch. They advised they reposted it last week, but still no sign. Can you advise how my daughter can access her money? She is traveling abroad with her school on Thursday for a week with no spending money, and she is very distressed.

There is NO cashier in branch to take out money.
She has NO card to take out money.
BOI will not give her access to 365online until she has her card.

Again, how can my daughter access her money?

With no cashier, no card, no online access, how can she access her money?

Can BOI clearly explain, why they are unable to provide a customer with access to their money?

Bank of Ireland: Megan

Hi Antodeco,

Nice to hear from you again.

We understand that this has been very frustrating for you and your daughter. You can find your nearest Branch with a cashier service using the below link:

https://www.bankofireland.com/branch-locator/

Rest assured, one of our colleagues will be happy to assist your daughter with withdrawing cash from her account if she brings along photo ID. She can also be set up for 365 online in the Branch without her card.

Visa Debit Cards are generally received 5-7 working days after they are ordered. If this was ordered last week, it should be received this week.

We appreciate your patience with this. Please don't hesitate to get back in touch if we can help any further.

Many thanks,
Megan

antodeco

Hi Megan,
Its unfortunate that you didnt actually read the thread.....

The card was ordered the 20th of January, far exceeding the "5 - 7 days" you said above. Please can you clarify where this card is and why it has taken 22 working days, 4 times longer than what is advised?

Can you advise which of these branches are open outside of school hours (8:30am - 4pm)? As she is in school in Clondalkin, it would need to be a local branch.

Bank of Ireland: Richard F

Hi Antodeco,

Thanks for getting back to us.

We understand the urgency in getting this card to your daughter. We have linked in with the branch and they have advised us that they have been in touch with your daughter to explain this over the phone.

For security, we would not have this information here as we do not have account access.

Your nearest branch would be Newlands Cross. Their cashier service is available 10am-5pm on Thursdays.

Many thanks,
Richard 

antodeco

Hi Richard,
Update in this. She received the card today, but the PIN she received 5 weeks ago doesn't work. As a result, she cannot activate the card. So she went into the branch who couldn't verify her, as she is unable to activate the card!

They said they have to send out another PIn which is another 5-10 working days.

As soon as this is received, and card verified, the account will be closed. It will then be closed. 6 weeks (assuming the pin actually arrives) is beyond excusable for a bank. She has been unable to access her money or her account for this amount of time. Embarrassing for a "national bank"

Bank of Ireland Reps

Thanks for getting back to us here on Boards.

Generally, the PIN for a card is received 2-3 working days after the card itself so this should arrive in the coming days and allow for the card to be activated at an ATM machine. It does not have to be a Bank of Ireland ATM, she can make a cash withdrawal at any ATM to activate this card. Once this has been completed the card can be used in shops and for online purchases.

I completely understand your frustration, and will certainly pass on all of this feedback.

Thanks, Aisling.

antodeco

Oh my goodness, did you even read the post?

She received the pin several weeks ago but no card.
The card then arrived (6 weeks later).
The pin didn't work.
She was advised they will have to send her out a new one.
I look forward to keeping this thread going for the next 6 weeks waiting for this to be rectified...

Bank of Ireland: Richard F

Hi Antodeco,

Apologies for the above post. Just to clarify what my colleague was saying. When a new card is ordered out, a new PIN would be issued out as well. This would be why the PIN that was received would not have worked for the new card. 

Rest assured once the PIN for this new card is received, the card can be activated.

We apologise for the time that this is taking. Please be assured we are doing everything we can from our end. If you would like to lodge your dissatisfaction formally, you can do so on the below link:

https://form.bankofireland.com/bank-of-ireland-group-customer-complaints/

Many thanks,
Richard