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Bank of Ireland Representatives

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complaints

21.10.2019 15:34 #1
We have filed several complaints since June and no one has contacted us since. Some time in May we brought all necessary documents to one of your branch to open a junior account for our daughter. After a few month time we realize that you have forgotten or lost them. After a few calls, account was opened. Since July our daughter has been trying to get her debit card, she is calling you every week and getting same promise that card will arrive in 3 to 5 working days. At the beginning of September, we went to the Newlands Cross were account was originally opened and talked to the bank manager there, she insured our daughter that this time she will definitely receive her card shortly. Two weeks ago, we contacted you again over the phone and had a conversation with bank manager, and she promised to keep it under her personal control and apologizes for this big delay and promised this time card will definitely arrive in her post box within 3 days. And again no card since. Of course, this was our last attempt and we have already decided to go Ulster Bank or AIB, and forget about BOI as as a terrible dream, but do you understand what kind emotional distress you have done  to a child who was waiting for her card every single day since July? This is the most  the most terrible way to welcome people. Sad! 
22.10.2019 09:50 #2
Hi Fantom,

Thanks for reaching out to us here on Boards.ie.

We are very sorry to hear this has been your experience. We would like the opportunity to look into this for you. Would you be able to send us a private message?

We will certainly raise your experience with our card services team. You can also log a formal complaint on the below link to our complaints process.

https://www.bankofireland.com/help-centre/customer-complaints-process/

Many thanks,
Kat
22.10.2019 11:13 #3
Hi Kat 

Thank you for reply. 
We have done it twice and no one come back to us since. You don't seem to care about and in fact, ignore your customers.




Thanks
Last edited by Fantom: 22.10.2019 at 11:17.
22.10.2019 12:57 #4
Hi Fantom,

Thanks for linking back in with us here.

We are very sorry that your daughter hasn't received her card yet and we would like to follow up on this for her. If you'd like to send us a private message we can get in touch with her branch and arrange a call to your daughter and investigation on the previous card order.

Alternatively our customer service are available on Freephone 1800946764 and will absolutely look into this for you.

Many thanks,
Kat
22.10.2019 16:12 #5
Originally posted by Bank of Ireland: Kathryne
Hi Fantom,

Thanks for linking back in with us here.

We are very sorry that your daughter hasn't received her card yet and we would like to follow up on this for her. If you'd like to send us a private message we can get in touch with her branch and arrange a call to your daughter and investigation on the previous card order.

Alternatively our customer service are available on Freephone 1800946764 and will absolutely look into this for you.

Many thanks,
Kat

Hi Kat, 
Thank you again for your reply. We have already planned to go Ulster Bank or AIB this week, but will PM you my daughter's cash card details, as she never received letter with her account number. 


Regards 
Last edited by Fantom: 22.10.2019 at 16:24.
22.10.2019 16:18 #6
Hi Fantom,

Thanks for coming back to us here.

We are very sorry to hear this. We would ask that you do not include any personal/account information in your message. We would just like to ask for your daughter's account holding branch and her name and we will request our branch colleagues to contact your daughter and reissue her card and also look into the previous card order.

If she has since received a card and would like to find out her account number she can certainly call Freephone 1800946764 and they will provide this and register her for Banking 365. For security we do not have account access on Boards.ie.

Many thanks,
Kat
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