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Credit Card customer / No Current Account - 365 registration problem

26.03.2021 11:10 #1
I have so far described this problem to 13 customer service staff since 23 March 2021 (all staff helpful and apologetic but had to transfer me to the 'dedicated team' / 'relevant team' or back to 0818444365).  Holds are for up to 40 minutes each time, sorry, I deal with x, I'll have to transfer you ... Over a day of my life spent on hold / failing to get problem sorted ...

22 March 2021: text received to activate my 365 profile.   Sent User ID, set up PIN, activated account and received text message to say 'you're all set for online banking'.  Attempted to log on.  Error message: login details incorrect.
Figured out I also needed to download app. Dowloaded app. Error message on attempting to register: notification has been sent to security device, quickly followed by login details incorrect.

Since 22 March 2021, I have spoken to 13 staff members, got my date of birth corrected on your records on 23 March 2021 (at my suggestion) and just today (26 March 2021) my mobile number seems to have been corrected in one part of the system.  However, this hasn't solved the error message problem on either website login or app login/registration.

Cleared cache, normally use Safari, also tried Firefox with same result.  But that doesn't apply to the app issue which gives the same error message.

I've asked for the number of the 'dedicated team' and have been given 0818444365 which is the number I began with 4 days ago.  Since then I have also been given, and rung 0818251251 and 081820032.

A couple of staff have been exceptionally helpful and apologetic, investigated but seemed to reach a wall.

Att his point, I need:
1) one person to sort this out for me quickly so I can continue to use my credit card.
2) be contacted by that one person so that I don't have to keep ringing you and spending my days on hold to no avail
26.03.2021 11:57 #2
Verified representative
Originally posted by textiles
I have so far described this problem to 13 customer service staff since 23 March 2021 (all staff helpful and apologetic but had to transfer me to the 'dedicated team' / 'relevant team' or back to 0818444365).  Holds are for up to 40 minutes each time, sorry, I deal with x, I'll have to transfer you ... Over a day of my life spent on hold / failing to get problem sorted ...

22 March 2021: text received to activate my 365 profile.   Sent User ID, set up PIN, activated account and received text message to say 'you're all set for online banking'.  Attempted to log on.  Error message: login details incorrect.
Figured out I also needed to download app. Dowloaded app. Error message on attempting to register: notification has been sent to security device, quickly followed by login details incorrect.

Since 22 March 2021, I have spoken to 13 staff members, got my date of birth corrected on your records on 23 March 2021 (at my suggestion) and just today (26 March 2021) my mobile number seems to have been corrected in one part of the system.  However, this hasn't solved the error message problem on either website login or app login/registration.

Cleared cache, normally use Safari, also tried Firefox with same result.  But that doesn't apply to the app issue which gives the same error message.

I've asked for the number of the 'dedicated team' and have been given 0818444365 which is the number I began with 4 days ago.  Since then I have also been given, and rung 0818251251 and 081820032.

A couple of staff have been exceptionally helpful and apologetic, investigated but seemed to reach a wall.

Att his point, I need:
1) one person to sort this out for me quickly so I can continue to use my credit card.
2) be contacted by that one person so that I don't have to keep ringing you and spending my days on hold to no avail

Hi textiles,

Thanks for contacting us here on Boards and we're sorry to hear you're having difficulty logging in. Can you please let us know the exact error message you're getting and is this happening on both the app and desktop? 

Thanks
Tara
26.03.2021 14:09 #3
Thank you for your reply Tara.

App:
First screen: 'Register this device'
Follow prompts to enter user ID, followed by DoB, followed by 3 digits from PIN
Error message: Your login details are incorrect. Please try again

Desktop:
First screen: 'Enter login details'
Follow prompts to enter user ID, DoB, and 3 digits from PIN
Response as attached - 'we've sent a notification to your security device ... waiting for approval.
No notification is received on phone, presumably because I have been unable to register it .
After a few seconds, the following error message is received: Your login attempt failed. Please try again.
26.03.2021 14:24 #4
Verified representative
Originally posted by textiles
Thank you for your reply Tara.

App:
First screen: 'Register this device'
Follow prompts to enter user ID, followed by DoB, followed by 3 digits from PIN
Error message: Your login details are incorrect. Please try again

Desktop:
First screen: 'Enter login details'
Follow prompts to enter user ID, DoB, and 3 digits from PIN
Response as attached - 'we've sent a notification to your security device ... waiting for approval.
No notification is received on phone, presumably because I have been unable to register it .
After a few seconds, the following error message is received: Your login attempt failed. Please try again.

Thanks for getting back to us textiles. As you correctly mentioned, the desktop log in will not work until you have registered your security device. Our colleagues will need to check the User ID and date of birth to get this working so you can complete this. There is a specific team that has been set up to help credit card customers who don't have a current account get set up for online banking. This team can be contacted directly on the number you called when registering, 0818444365. Due to the type of work they need to carry out, this would need to be an inbound call from your registered mobile. 

After the adviser has helped with registering your mobile as a security device and confirmed your log in details you will then be able to log on using desktop.

Thanks
Tara
26.03.2021 15:11 #5
Originally posted by Bank of Ireland: Tara
Originally posted by textiles
Thank you for your reply Tara.

App:
First screen: 'Register this device'
Follow prompts to enter user ID, followed by DoB, followed by 3 digits from PIN
Error message: Your login details are incorrect. Please try again

Desktop:
First screen: 'Enter login details'
Follow prompts to enter user ID, DoB, and 3 digits from PIN
Response as attached - 'we've sent a notification to your security device ... waiting for approval.
No notification is received on phone, presumably because I have been unable to register it .
After a few seconds, the following error message is received: Your login attempt failed. Please try again.

Thanks for getting back to us textiles. As you correctly mentioned, the desktop log in will not work until you have registered your security device. Our colleagues will need to check the User ID and date of birth to get this working so you can complete this. There is a specific team that has been set up to help credit card customers who don't have a current account get set up for online banking. This team can be contacted directly on the number you called when registering, 0818444365. Due to the type of work they need to carry out, this would need to be an inbound call from your registered mobile. 

After the adviser has helped with registering your mobile as a security device and confirmed your log in details you will then be able to log on using desktop.

Thanks
Tara

Thank you Tara.
This is the number I have been ringing all week - at least 9 times and on hold for many hours in total.  Sometimes when I have rung this number, I have been transferred to the 'dedicated team' and then found the person is unable to deal with the issue and they transfer me to someone else, with further on hold waiting for someone to answer.
Why has nobody been able to help with registering this mobile and confirming my login details so far if this is the correct number to contact?
My date of birth has been checked twice (and changed twice from what I can gather).   Nobody at this number has asked for my user ID, despite me offering to give it to them on one occasion.
I appreciate that individual people I have spoken to have been apologetic but ringing this number has not led to the correct person/team or a solution so far, despite describing the error messages as I have just done here.
 I will try this number one more time and once again go through everything.
26.03.2021 15:16 #6
Have just tried ringing this number 0818444365 4 times - each time it has rung once then the automated response is  'you have not selected a valid option'.
26.03.2021 15:56 #7
Verified representative
Originally posted by textiles
Thank you Tara.
This is the number I have been ringing all week - at least 9 times and on hold for many hours in total.  Sometimes when I have rung this number, I have been transferred to the 'dedicated team' and then found the person is unable to deal with the issue and they transfer me to someone else, with further on hold waiting for someone to answer.
Why has nobody been able to help with registering this mobile and confirming my login details so far if this is the correct number to contact?
My date of birth has been checked twice (and changed twice from what I can gather).   Nobody at this number has asked for my user ID, despite me offering to give it to them on one occasion.
I appreciate that individual people I have spoken to have been apologetic but ringing this number has not led to the correct person/team or a solution so far, despite describing the error messages as I have just done here.
 I will try this number one more time and once again go through everything.

We're really sorry that this hasn't gone as smoothly as it should and for the delays when calling. We're aware the line has been extremely busy in recent days. The team will be available from 10-4 Saturday and Sunday and the line may be less busy if you can call early.

Thanks
Tara
26.03.2021 15:58 #8
Originally posted by Bank of Ireland: Tara
Originally posted by textiles
Thank you Tara.
This is the number I have been ringing all week - at least 9 times and on hold for many hours in total.  Sometimes when I have rung this number, I have been transferred to the 'dedicated team' and then found the person is unable to deal with the issue and they transfer me to someone else, with further on hold waiting for someone to answer.
Why has nobody been able to help with registering this mobile and confirming my login details so far if this is the correct number to contact?
My date of birth has been checked twice (and changed twice from what I can gather).   Nobody at this number has asked for my user ID, despite me offering to give it to them on one occasion.
I appreciate that individual people I have spoken to have been apologetic but ringing this number has not led to the correct person/team or a solution so far, despite describing the error messages as I have just done here.
 I will try this number one more time and once again go through everything.

We're really sorry that this hasn't gone as smoothly as it should and for the delays when calling. We're aware the line has been extremely busy in recent days. The team will be available from 10-4 Saturday and Sunday and the line may be less busy if you can call early.

Thanks
Tara

Thanks Tara.  I'll try again early tomorrow - the number could be 'overwhelmed' as it is just disconnecting immediately on getting through now.
1 thank
27.03.2021 10:55 #9
Hi Tara

Got an automated message this morning to say that number, 0818 444365, is only staffed 9-5, M-F and the automated message instructed me to ring 0818 200362 if I was having an issue with what sounded like my problem with migration (I can't remember the wording at this stage but you could ring it out-of-office hours presumably to hear it).

I got through to 0818 200362 after 40 minutes.  This is apparently the migration team and they can't help me because this is a credit card issue.

I'm now advised to ring 0818 365 365 on Monday - this is apparently the 365 online team.   This will be the fifth number I've been told ring and my first time ringing it.   And it will be the 15th person I call to try and resolve the issue.

One of the reasons I am documenting / publicising this is the (vain?) hope that whoever is responsible for getting paid to design the software / migration system gets to know what is happening.  I know from talking to 2 friends that they have also experienced problems registering their mobiles as a security device, though resolved now - presumably because they have a current account.

Clearly it must be frustrating for frontline staff handling the problems resulting from this.   At least they'll be getting paid something for their valuable time.  I'm not. 
27.03.2021 11:20 #10
Originally posted by textiles
Hi Tara

Got an automated message this morning to say that number, 0818 444365, is only staffed 9-5, M-F and the automated message instructed me to ring 0818 200362 if I was having an issue with what sounded like my problem with migration (I can't remember the wording at this stage but you could ring it out-of-office hours presumably to hear it).

I got through to 0818 200362 after 40 minutes.  This is apparently the migration team and they can't help me because this is a credit card issue.

I'm now advised to ring 0818 365 365 on Monday - this is apparently the 365 online team.   This will be the fifth number I've been told ring and my first time ringing it.   And it will be the 15th person I call to try and resolve the issue.

One of the reasons I am documenting / publicising this is the (vain?) hope that whoever is responsible for getting paid to design the software / migration system gets to know what is happening.  I know from talking to 2 friends that they have also experienced problems registering their mobiles as a security device, though resolved now - presumably because they have a current account.

Clearly it must be frustrating for frontline staff handling the problems resulting from this.   At least they'll be getting paid something for their valuable time.  I'm not. 

Hi Textiles,

Thanks for getting back to us on this. We're really sorry to hear that this has been your experience and we appreciate you sharing your feedback with us today. We'll certainly share this with the relevant teams.

We do hope you get this sorted.

Feel free to get back in touch if we can help with anything else.

Thanks,
Richard
27.03.2021 11:21 #11
Thanks, Richard - will do.
29.03.2021 10:55 #12
Still not sorted after 1.5 hours talking through the issue with 3 staff members this morning.

Staff member 1 (0818365365) : after holding for 30 minutes, 'I'll have to transfer you to migration'

Staff member 2 : helpful, went through everything, put me on hold twice to find out information on my record from a colleague.  On the second hold (for 40 minutes), call automatically transferred to another staff member.

Staff member 3 : described the problem once again.  'I'll have to transfer you to migration'.  Call disconnected (not by me) after 10 minutes on hold.

Customer service staff appear to have the same  hold forever / disconnection problems as customers.

This needs to be escalated.   Any suggestions?
29.03.2021 12:39 #13
Originally posted by textiles
Still not sorted after 1.5 hours talking through the issue with 3 staff members this morning.

Staff member 1 (0818365365) : after holding for 30 minutes, 'I'll have to transfer you to migration'

Staff member 2 : helpful, went through everything, put me on hold twice to find out information on my record from a colleague.  On the second hold (for 40 minutes), call automatically transferred to another staff member.

Staff member 3 : described the problem once again.  'I'll have to transfer you to migration'.  Call disconnected (not by me) after 10 minutes on hold.

Customer service staff appear to have the same  hold forever / disconnection problems as customers.

This needs to be escalated.   Any suggestions?

Thanks for getting back to us here on Boards.ie. 

We're sorry to hear that you're still having difficulties with this. 

Could I ask you to send us a private message here with your name and contact number? We will certainly do our best to follow up on this for you. 

Thanks, Eve 
29.03.2021 15:00 #14
I pm'd you 20 minutes ago, thanks Eve.
29.03.2021 15:02 #15
Originally posted by textiles
I pm'd you 20 minutes ago, thanks Eve.

Hi Textiles, thanks so much for getting back to me. 

I've just replied to your private message there. 

Thanks again, Eve 
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