ATM stole my card, but not the real problem...

monkeyslayer · 22-03-2014 01:26PM #1

Hi, I was out in the city centre last night when an AIB atm gobbled my visa debit card, so I'd no cash and couldn't get a taxi home. I was prompted with a number to call AIB on the screen which I did and was told to call BOI and cancel the card, and find alternative arrangements to get home or go to a local Garda station (surely the Gardai have better things to be doing at 4am)... when I called BOI I cancelled the card and was told I will be charged €8 for the replacement... and I walked home... the money isn't really an issue, nor was the walk, but if I had been an elderly lady or a teenager etc etc or if something had of happened to me... anyway, although I was very annoyed the staff on the phone were pleasant and professional and they did all they could do, which was nothing really. I realise they couldn't have done much, but I'm just annoyed that on top of it I'm also out of pocket for this. Surely someone has to answer for it?

Bank of Ireland: Sarah · 24-03-2014 10:53AM

Hi monkeyslayer,

Thank you for contacting us on Boards.

As you say, this is all that could have been done by an agent when a Visa Debit card is kept by an ATM. Cards are kept and destroyed by the ATM and this would be the case at any time of day.

If you feel you have been charged incorrectly for this replacement card, please contact your branch. You can find contact details here.

Thanks,

Sarah

maximoose · 24-03-2014 10:59AM

Why don't BOI offer an emergency cash service in these situations like Ulster Bank/PTSB?

Bank of Ireland: Tara · 24-03-2014 11:29AM

Hi maximoose,

As you correctly mentioned, this is not a service we currently provide. We will pass on your suggestion to the appropriate department.

Thanks
Tara

monkeyslayer · 24-03-2014 11:50AM

I don't think contesting the price of my card re issue would be a productive use of my time for some reason... just seems to me that the attitude adopted by your bank in this case was 'an atm has gobbled your card, now you've got no money to get home, tough luck enjoy the walk and we're also going to charge you for the replacement... '

Bank of Ireland: Tara · 24-03-2014 12:20PM

Hi monkeyslayer,

We are sorry to hear you feel this way and would like to assure you that this is not the case when a customer has been unfortunate enough to have their bank card retained by an ATM or lost/stolen. We'd also like to assure you that when a customer contacts their branch to have any fee or charge reviewed, this is investigated in full with all circumstances taken into consideration.

Thanks
Tara

Stroke Politics · 24-03-2014 06:06PM

Would the same charge apply if the customer had been mugged or had a handbag stolen? Seems quite unfair IMO, adding insult to injury or loss when it is not the customers fault....

Bank of Ireland: Paula C · 25-03-2014 09:17AM

Hi Stroke Politics,

Thank you for your query on boards.

This is a standard fee, however as mentioned above, if a customer wishes to have a fee reviewed for whatever reason this will be need to be investigated in our branch. This is dealt with on a case by case basis with all circumstances taken into consideration.

Thanks,
Paula

ATM stole my card, but not the real problem...

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