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365 online, still on hold 50 mins and counting, ridiculous service!!

  • 23-05-2016 02:12PM
    #1
    destanduin
    Registered Users, Registered Users 2 Posts: 3 ✭


    Trying to cancel a credit card payment and BOI wasting my day...

    Ridiculous and unacceptable wait time for a simple query. Will have to hang up . Thought I might get a quicker response here...What are my bank charges paying for? Next call will be looking into banking alternatives.


Comments

  • #2
    Bank of Ireland: Elaine
    Closed Accounts Posts: 1,367 ✭✭✭Bank of Ireland: Elaine


    Good Afternoon destanduin, 

    Thank you for getting in contact with us here on Boards.ie. 

    We're sorry to hear that you experienced delays while trying to contact Credit card Services. We're aware that this department are currently experiencing a high volume of calls. Please be assured that our customer service team are working as quickly and efficiently as possible to address each and every customers query. 

    Although we don't have account access here we may be able to advise you on the easiest solution to your query. Can you confirm if you'd like to cancel a continuous authority transaction (subscription)  or a once off transaction. 

    Thanks, 
    Elaine 


  • #3
    destanduin
    Registered Users, Registered Users 2 Posts: 3 ✭destanduin


    Bank of Ireland: Elaine wrote: »
    Good Afternoon destanduin, 

    Thank you for getting in contact with us here on Boards.ie. 

    We're sorry to hear that you experienced delays while trying to contact Credit card Services. We're aware that this department are currently experiencing a high volume of calls. Please be assured that our customer service team are working as quickly and efficiently as possible to address each and every customers query. 

    Although we don't have account access here we may be able to advise you on the easiest solution to your query. Can you confirm if you'd like to cancel a continuous authority transaction (subscription)  or a once off transaction. 

    Thanks, 
    Elaine 
    Thanks for your response. Call was finally answered after just short of an hour on hold!! First call was answered after a 25 minute wait which was immediately dropped by operator. Could be a mistake or could be a way to keep up operator's KPIs by answering more calls, depending on your level of cynicism (mine was high after my wait).  It is a payment dispute, so there is no way to use automated services that I could see. Sometimes you just need to speak to a human being to sort out an issue, and BOI's system is not fit for purpose if this is regarded as an acceptable wait time.


  • #4
    Bank of Ireland: Elaine
    Closed Accounts Posts: 1,367 ✭✭✭Bank of Ireland: Elaine


    Hi destanduin, 

    We're extremely sorry about this. Just to mention, if you wish to dispute a transaction in the future we'd suggest contacting the company first. If you've already done this, you can complete this form and return it with supporting documentation to the address listed. 

    We would also like to investigate the issue you experienced with regards to your call disconnecting. Can I ask you to Private Message us with your name and the number you were calling from. 

    Thanks again, 
    Elaine


  • #5
    steelycool
    Registered Users, Registered Users 2 Posts: 2 ✭steelycool


    Hi BOI, I'm sorry to report that I had to hang up after waiting 34 minutes this evening to get through to banking 365.  This is apalling.  I am definitely changing banks due to the dreadful "service".  Worse still is the reason I had to call - my ATM card just arrived with my name mis-spelt.  I had to hold for 15 minutes to request it the first time. 


  • #6
    db
    Registered Users, Registered Users 2 Posts: 1,154 ✭✭✭db


    I hope you guys aren't using the 0818 number. It's not included in most plans and costs a fortune. Use the 01 number from saynoto1890 instead.


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  • #7
    muppetkiller
    Registered Users, Registered Users 2 Posts: 5,200 ✭✭✭muppetkiller


    To be fair to BOI they are being hammered at the moment with LowCostHolidays going bust.


  • #8
    Bank of Ireland: Sarah
    Closed Accounts Posts: 1,640 ✭✭✭Bank of Ireland: Sarah


    steelycool wrote: »
    Hi BOI, I'm sorry to report that I had to hang up after waiting 34 minutes this evening to get through to banking 365.  This is apalling.  I am definitely changing banks due to the dreadful "service".  Worse still is the reason I had to call - my ATM card just arrived with my name mis-spelt.  I had to hold for 15 minutes to request it the first time. 
    Hi steelycool, 

    We're sorry for the long hold time you experienced yesterday. If you have not received assistance since then, we will be happy to arrange a call to you to arrange your new Debit card. Please send us a private message here by clicking the link in my signature below. Please let us know your full name and contact number in your private message. 

    Thanks,
    Sarah


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