What is going on with Banking 365 and realtime balances?

Stroke Politics · 14-04-2017 2:28pm #1

I can no longer trust the B365 on line or telephone services for an accurate balance.

For the last two days I have received 6 different balances each time on log on, transactions that were fully posted to the account have now dropped off the account altogether. The transactions include POS tap debits, chip and PIN purchases, and most worrying of all, ATM transactions.

At start of day today my balance was €404, now I look at it tells me that it is €470. I know myself that both balances are incorrect, as it does not include two POS transactions which were included in the balance figure given to me yesterday, and now have disappeared off the transactions screen. I have been charged €3.50 over-limit fees twice this month due to unauthorised overdrawn balances, on both occasions, the balance at the beginning of the day showed sufficient credit balances.

What is going on? Are shadow postings not being processed properly or is this a deliberate policy by BOI to harvest overlimit fees? I am worried that if I use my card today that adequate funds are not there to meet the transaction when it is posted to the account. If I take out cash at a non-AIB ATM, when will this be debited to my account? THis is a long weekend as well, and if there is a backlog of data to be processed on Monday night, where will that leave us? If there are not clear batch processing times for electronic transactions, we might as well go back to writing cheques at this rate....

mrsmags16 · 15-04-2017 9:39am

It's mad - I have had 4 different balances this weekend too. My Leap Auto-Up was rejected with a charge of 12.70 (and the necessity to post it back to Leap to get unblocked) as my balance read 29.70 (and wouldn't accept a 30.00 topup), earlier that day it read over 2000 euro and later that day the balance returned. Still had to pay the 12.70 fee. Stuff disappearing all the time and reappearing days later.
Then I get the quarterly 'notified fees' and have to laugh... seriously thinking about putting in the effort to change direct debits etc and switch current account.

paul64 · 15-04-2017 9:56am

This is happening constantly. Transactions occurring immediately and then disappearing and coming back again leaving false balances and can leave people running up unnecessary bank fees. BOI are very bad for this something needs to be done about it.

jennyhayes123 · 15-04-2017 10:06am

It's driving me crazy. Checked my balance last Friday morning. Got my husband to put 25 euro in for me so that my car insurance could come out. Checked that night and BOI had charged me 12:70 cause they took other stuff outta my account that I didn't know about so my car insurance wasn't paid. Car insurance will charge me 15 for it not being paid added with the 12:70 from bank it's sickening considering the insurance is about 43. Wouldn't mind if I hadn't checked to see how much I needed to go in. Can't wait to leave BOI

Sono · 15-04-2017 10:12am

This keeps happening on my Ulster bank account too, bought a pair of headphones last week, money was taken out, then money sent back later that day, 5 days later the money disappears from my account again.

When you have a few transactions like this it can completely mess with your head and leave you all over the place with your true balance.

Bank of Ireland: Sarah · 15-04-2017 10:23am

Hi all,

Thanks for your posts here.

We're sorry to hear that the balance or transactions on your accounts are not showing as up to date. Please note that contactless transactions you have made with a Visa Debit card may take some time to show on your account so please make sure to account for this if you are using your card. When transactions appear on your 365 Online as "In Progress" when you are logged in through the website, these will be debited from your balance and update your account with your new available balance. When the pending transactions update they will appear in your completed transactions. Transactions appear as completed once retailer fully processes the transaction, we do not have any control over when the retailer does this.

Without viewing your accounts here we would be unable to clarify what may be causing this delay. For clarification on your transactions, we would advise you to query this by sending a message on 365 Online through the Ask a Question option on the Service Desk. A representative with account access can go through your transactions and advise you further. Alternatively you can call our BOI Direct team on 0818 365 365 between 8am and midnight Monday to Friday and 9am to 6pm on weekends.

Thanks,
Sarah

Stroke Politics · 15-04-2017 10:32am

Time to Talk to Joe. There's no-one going to look at this in Cabinteely until at least Wednesday.....

Ally Dick · 15-04-2017 1:19pm

Stroke Politics wrote: »

Time to Talk to Joe. There's no-one going to look at this in Cabinteely until at least Wednesday.....

Cabinteely? You mean Noida New Delhi India

mrsmags16 · 15-04-2017 1:56pm

But why are we penalised the 12.70 if you know this is going on?! Is there no way to set up an overdraft for, I don't know, 50 quid, for things like this happening?

Stroke Politics · 15-04-2017 4:47pm

mrsmags16 wrote: »

But why are we penalised the 12.70 if you know this is going on?! Is there no way to set up an overdraft for, I don't know, 50 quid, for things like this happening?

Should be no need for an overdraft. All I want is a trustworthy, realtime balance of POS and ATM transactions, with batchrun standing orders and direct debits processed overnight....

alibab · 15-04-2017 8:22pm

No idea of my balance at this stage as it's all over the place . Tranactions made last week still not showing etc . Just checked here to see if this was explained when I came across this thread .

mikeoneilly · 15-04-2017 8:54pm

The only way i can keep track is by doing it myself manually

It's crazy altogether during long holiday periods ,you could be waiting a week to know your real balance

harr · 15-04-2017 9:06pm

Also having this problem...huge fluctuations on my account and not always from contactless transactions....direct debits show as been taken out and money gone...
A few hours later money back into my account...ATM and cash back transactions not showing up for days...impossible to know exactly what my balance is.

honeybear · 15-04-2017 9:16pm

Things have really slackened on 365. I am particularly fed up with the delay in transactions appearing online. This used to be a lot more up to date.

paul64 · 15-04-2017 10:27pm

People are getting charged for unauthorised overdraft items when they wouldn't be able to overdraw only because the bank are not keeping the correct balances surely this is wrong and has to be reported?

august12 · 15-04-2017 10:43pm

Stroke Politics wrote: »

I can no longer trust the B365 on line or telephone services for an accurate balance.

For the last two days I have received 6 different balances each time on log on, transactions that were fully posted to the account have now dropped off the account altogether. The transactions include POS tap debits, chip and PIN purchases, and most worrying of all, ATM transactions.

At start of day today my balance was €404, now I look at it tells me that it is €470. I know myself that both balances are incorrect, as it does not include two POS transactions which were included in the balance figure given to me yesterday, and now have disappeared off the transactions screen. I have been charged €3.50 over-limit fees twice this month due to unauthorised overdrawn balances, on both occasions, the balance at the beginning of the day showed sufficient credit balances.

What is going on? Are shadow postings not being processed properly or is this a deliberate policy by BOI to harvest overlimit fees? I am worried that if I use my card today that adequate funds are not there to meet the transaction when it is posted to the account. If I take out cash at a non-AIB ATM, when will this be debited to my account? THis is a long weekend as well, and if there is a backlog of data to be processed on Monday night, where will that leave us? If there are not clear batch processing times for electronic transactions, we might as well go back to writing cheques at this rate....

well I'm with PTSB for over 30 years and husband with BOI 365. You could not compare the two accounts, I've never had an issue with mine, the most user friendly banking app ever
So much one can do online, I never need to go into a bank. All pending transactions show up separately on the app and my balance is always correct. The BOI online account is pathetic. My account is free, have zero charges, this account is not available anymore but there is one which charges 4 euro fee per month and rewards you by giving a refund for every ATM, online transaction made.

Stroke Politics · 15-04-2017 11:18pm

paul64 wrote: »

People are getting charged for unauthorised overdraft items when they wouldn't be able to overdraw only because the bank are not keeping the correct balances surely this is wrong and has to be reported?

Bank of Ireland is signed up with the European Payments Council through its membership of the Banking & Payments Federation of Ireland. Possibly both organisations need to be made aware of this issue of transparency at Ireland's largest clearing bank....

I logged on to my broadband provider and can see the credit for the online debit card payment I made to them on Thursday. There is no corresponding debit from my BOI account right now, even though it was debited to the account when I checked B365 after I made the payment on Thursday. Meanwhile the B365 pay-a-bill debit is included in my bank balance, but has not been received yet by ESB.

harr · 15-04-2017 11:38pm

Same here with my eir bill...checked eir on Wednesday even rang them to double check and sure enough they got paid from my account..they emailed me confirmation it has yet to show up on my 365 page, so that's 70 Euro I would have taught was paid to eir but it's still available for me to spend.
Happened me before with the unauthorised overdraft direct debit was paid but didn't leave my account for a further 4 days.

DANNY2014 · 16-04-2017 3:58pm

This is constantly happening I've one debit that's taken out every Friday morning and come Saturday it's gone again and my balance is more and only for i know its not really there because a few times I've been caught and given boi 12.70 for noting as far as i can see...

harr · 18-04-2017 2:46am

Can anyone from BOI explain what's happening?
So checked my account last night and my balance again was hugely inflated...with funds available that I knew for certain I didn't have.
Checked my account again a number of minutes ago and every transaction from last week is showing up as been processed today the 18th ...even transactions that took place last Monday and Tuesday are showing up at today's date.
I know it was Easter and no direct debits or other transactions were processed Friday or over weekends but why did all last weeks transactions disappear and money back into account only to reappear with new date and money taken again.
Very confusing and I have now no idea what my real world balance is .

paul64 · 18-04-2017 9:02am

Where can someone complain both to BOI and elsewhere? Email address or something?

Bank of Ireland: Sarah · 18-04-2017 2:09pm

harr wrote: »

Can anyone from BOI explain what's happening?
So checked my account last night and my balance again was hugely inflated...with funds available that I knew for certain I didn't have.
Checked my account again a number of minutes ago and every transaction from last week is showing up as been processed today the 18th ...even transactions that took place last Monday and Tuesday are showing up at today's date.
I know it was Easter and no direct debits or other transactions were processed Friday or over weekends but why did all last weeks transactions disappear and money back into account only to reappear with new date and money taken again.
Very confusing and I have now no idea what my real world balance is .

Hi harr,

Thanks for your post.

We're sorry to hear this. This can occur if the retailer takes some time to fully process the transaction. We would advise you to send this query on the Service Desk on 365 Online and a representative with account access can look into this further for you.

paul64 wrote: »

Where can someone complain both to BOI and elsewhere? Email address or something?

Hi Paul,

Thanks for your post and we're sorry to hear that you wish to make a complaint. Please see our Complaints process at this link as we do not have an email address for complaints.

Thanks,
Sarah

Bank of Ireland: Sarah · 18-04-2017 2:13pm

mrsmags16 wrote: »

But why are we penalised the 12.70 if you know this is going on?! Is there no way to set up an overdraft for, I don't know, 50 quid, for things like this happening?

Hi mrsmags16,

Thanks for your post.

We're sorry to hear you have been charged an unpaid fee on your account. If you feel you have been incorrectly charged this you can query it by calling BOI Direct on 0818 365365 or by sending a message on 365 Online Service Desk and the Ask a Question option. A representative can then investigate this for you.

Thanks,
Sarah

mrsmags16 · 22-04-2017 7:52am

So 150 euro I withdrew from an ATM on Thursday AND SPENT has now been credited back to my account today. It's a joint account so I have to go through the hassle of telling my husband not to spend it as it will vanish from the account at a time unbeknownst to us and probably affect a direct debit with another 12.70 charge.
This is ridiculous.

harr · 22-04-2017 8:07am

Bank of Ireland: Sarah wrote: »

Hi harr,

Thanks for your post.

We're sorry to hear this. This can occur if the retailer takes some time to fully process the transaction. We would advise you to send this query on the Service Desk on 365 Online and a representative with account access can look into this further for you.

Hi Paul,

Thanks for your post and we're sorry to hear that you wish to make a complaint. Please see our Complaints process at this link as we do not have an email address for complaints.

Thanks,
Sarah

Its not shops delaying doing there banking , its all direct debits as well not just card transactions..money goes out and account looks fine then suddenly money reappears only to be taken out again a few days later...ATM transactions as well...BOI ATMs ...usually story blaming others business instead of looking into why it's happening.

mrsmags16 · 22-04-2017 8:37am

harr wrote: »

Bank of Ireland: Sarah wrote: »

Hi harr,

Thanks for your post.

We're sorry to hear this. This can occur if the retailer takes some time to fully process the transaction. We would advise you to send this query on the Service Desk on 365 Online and a representative with account access can look into this further for you.

Hi Paul,

Thanks for your post and we're sorry to hear that you wish to make a complaint. Please see our Complaints process at this link as we do not have an email address for complaints.

Thanks,
Sarah

Its not shops delaying doing there banking , its all direct debits as well not just card transactions..money goes out and account looks fine then suddenly money reappears only to be taken out again a few days later...ATM transactions as well...BOI ATMs ...usually story blaming others business instead of looking into why it's happening.

I have googled the ATM I used on Thursday and lo and behold - BOI ATM!!!

mel.b · 25-04-2017 9:52pm

I have noticed this now with my BoI business account. A transaction from last week was pending, then disappeared altogether. Then it was back pending. Now it has it as processed, but also pending! I wish I had looked and read a bit more before opening my business account as it certainly seems like there are more reliable options out there.

Bank of Ireland: Tara P · 26-04-2017 2:53pm

mel.b wrote: »

I have noticed this now with my BoI business account. A transaction from last week was pending, then disappeared altogether. Then it was back pending. Now it has it as processed, but also pending! I wish I had looked and read a bit more before opening my business account as it certainly seems like there are more reliable options out there.

Hi Mel B,

Thank you for contacting us here on Boards.ie.

This can occur if the retailer takes some time to fully process the transaction. The transaction will appear on your account as a pending transaction until the retailer processes the transaction fully.

Thanks,

Tara C

harr · 26-04-2017 3:09pm

Can you stop blaming retailers for this problem...yes we know contactless payments take a few days but normal card payments are the problem...I asked a local shop owner who I know well as some payments I made in his shop were taking nearly a week to appear and he reassured me that he does end of day banking everyday and processes all card payments at the end of everyday as his shop is a small set up..
So yes it might be that some larger shops only process card payments every few days,so your excuse that's it's automatically retailers fault doesn't add up..

DANNY2014 · 26-04-2017 3:43pm

That's one of the problems it's saying it's pending one minute, next it disappears, next it says it's taken, next it's gone again after saying ya have such a balance so ya spend some money somewhere and then it's there again taken...
Next were all paying 12.70 in unpaid fees because we can't get real-time balances...

Stroke Politics · 26-04-2017 5:21pm

Still awaiting a response to my OP.

Harr is correct, and retailers getting a bad rap from the clearing banks in this country . I made a payment to Vodafone on Thursday, my account was debited and the Vodafone account was credited. On Friday the debit on my BOI account was missing, and my balance had increased. My Vodafone account balance correct on Friday as th credit was properly processed by the retailer.

The Visa Debit payments system is held together by rubber bands and sticky tape due to the continued lack of investment by th clearing banks. I'm calling BOI out on this, same thing happening each weekend....

mrsmags16 · 26-04-2017 5:37pm

mrsmags16 wrote: »

So 150 euro I withdrew from an ATM on Thursday AND SPENT has now been credited back to my account today. It's a joint account so I have to go through the hassle of telling my husband not to spend it as it will vanish from the account at a time unbeknownst to us and probably affect a direct debit with another 12.70 charge.
This is ridiculous.

Can anyone from BOI explain this? It came out again today - 6 days later. After cash was spent. Crazy.

mel.b · 26-04-2017 6:34pm

Bank of Ireland: Tara C wrote: »

mel.b wrote: »

I have noticed this now with my BoI business account. A transaction from last week was pending, then disappeared altogether. Then it was back pending. Now it has it as processed, but also pending! I wish I had looked and read a bit more before opening my business account as it certainly seems like there are more reliable options out there.

Hi Mel B,

Thank you for contacting us here on Boards.ie.

This can occur if the retailer takes some time to fully process the transaction. The transaction will appear on your account as a pending transaction until the retailer processes the transaction fully.

Thanks,

Tara C

Hi Tara,

I have no problem with transactions posting as pending. If you'd read my post properly you would have seen this is what happened:

1. Transaction posted as pending - account minus the amount.
2. Transaction disappeared altogether - account balance increased by the same amount.
3. Transaction reposted as Pending - account minus this amount
4. Transaction posted as finalized AND as pending - account minus double the amount.
5. Transaction finally posted properly - account minus the correct amount.

I have had (and have) accounts with National Irish/Danske, PTSB & Ulster bank as well as now my business account with BoI. With no other bank have I had this issue of transactions disappearing and reappearing and double posting. It is clearly not the vendors issue as I am not the only one with the problem.

Shivi111 · 27-04-2017 11:24am

I've noticed these issues too recently, for example a phone payment to Bord Gais recently showed as pending twice on my account - so double the amount, leaving me with about an extra €150 inaccessible to me until it cleared, one of the transactions then showed as finalised and pending, until the pending one finally disappeared and I had access to my funds again...
I've been with BOI for years and these seem to be a new problem that needs to be addressed.

Bank of Ireland: Tara P · 28-04-2017 1:27pm

Hi All,

We’ve gone into as much detail in relation to this as we can here.

If you have a query on a particular Visa debit card transaction on your account please send your query via the service desk on Banking 365 Online ‘Ask a question’ and an advisor will investigate for you.

Alternatively you can call BOI Direct on 0818365365/014044000 and a representative will be happy to assist you.

Representatives are available Monday-Friday 8am-Midnight, 9am-6pm weekends and bank holidays.

Thanks,

Tara C

The J Stands for Jay · 28-04-2017 1:37pm

Bank of Ireland: Tara C wrote: »

Hi Mel B,

Thank you for contacting us here on Boards.ie.

This can occur if the retailer takes some time to fully process the transaction. The transaction will appear on your account as a pending transaction until the retailer processes the transaction fully.

Thanks,

Tara C

Rubbish. When I use my card from a different bank, it sends a notification to my phone via the app and updates my balance, usually before I've put the card back in my wallet. The retailer isn't the party to blame here

Stroke Politics · 28-04-2017 2:00pm

I'm going cash only at weekends from now on. Balances on account cannot be trusted to be valid until such time as BOI invests properly on its payments infrastructure.

No point in ringing the direct channels. The buck here has to stop with Group Manufacturing....

Ohmeha · 29-04-2017 10:53am

€750 debit yesterday morning from my account with my Visa Debit Card appeared in transactions in progress reducing my balance accordingly, now this morning this transaction has completely disappeared from in progress and my balance is increased back by €750. The retailer receiving the €750 payment has successfully received and processed my payment to them.

I know for a fact your IT infrastructure throughout your organisation is a total sham so will BOI ever admit to your customers that this is your responsibility to provide correct updated live-balances instead of blaming retailers for your own internal problems?

harr · 29-04-2017 11:10am

Ohmeha wrote: »

€750 debit yesterday morning from my account with my Visa Debit Card appeared in transactions in progress reducing my balance accordingly, now this morning this transaction has completely disappeared from in progress and my balance is increased back by €750. The retailer receiving the €750 payment has successfully received and processed my payment to them.

I know for a fact your IT infrastructure throughout your organisation is a total sham so will BOI ever admit to your customers that this is your responsibility to provide correct updated live-balances instead of blaming retailers for your own internal problems?

Same for me two direct debits taken yesterday and gone from my account and same as ever money reappearing today and won't leave my account till Tuesday...I have confirmed with both that they have received the money..
BOI refuses to acknowledge it's happening....I have saved a screen shot of my balance yesterday and again this morning showing the difference in my balance...so now I have €400 in my account that should not be there...
How many people are getting caught with this each weekend....how many people are BOI charging for unauthorised overdrafts

alibab · 29-04-2017 11:45am

harr wrote: »

Same for me two direct debits taken yesterday and gone from my account and same as ever money reappearing today and won't leave my account till Tuesday...I have confirmed with both that they have received the money..
BOI refuses to acknowledge it's happening....I have saved a screen shot of my balance yesterday and again this morning showing the difference in my balance...so now I have €400 in my account that should not be there...
How many people are getting caught with this each weekend....how many people are BOI charging for unauthorised overdrafts

.

Snap same here and I have enough of it now . Large payment made Thursday evening debited and received by other person now completely missing off my account and looks like I have a lot more in my account than I should . This is not acceptable at all . I have been looking into changing to AIB as I have free banking now with them as my mortgage is with them so this have made up my mind . 35 years as a BOI customer but enough is enough . Blaming this on retailers when it's obviously a BOI issue .

Ally Dick · 02-05-2017 6:47am

Sounds like a shadow reapplies issue. Items should stay visible until the retailer puts through the transaction, or the time lapses and it drops off. If it is disappearing and reappearing, it is dropping off shadow earlier than posting. Could ir be a change to posting cycle somewhere?

mel.b · 03-05-2017 9:51pm

Just logged onto my business account and there are duplicate transactions in Completed transactions and Pending Transactions. What is different about these however is that they are not debits, but rather credits to my account - and one is from another BoI account. So I think we can say that the issues with balances is not due to the vendors not processing or reconciling transactions at the end of the day, but rather the BoI system itself.

harr · 03-05-2017 10:20pm

mel.b wrote: »

Just logged onto my business account and there are duplicate transactions in Completed transactions and Pending Transactions. What is different about these however is that they are not debits, but rather credits to my account - and one is from another BoI account. So I think we can say that the issues with balances is not due to the vendors not processing or reconciling transactions at the end of the day, but rather the BoI system itself.

Something needs to done ...my account is only getting back to normal today after the bank holiday weekend...the transaction that came out late last week was taken and returned to my account..,,it's still pending and the 400?is still in my account even though I have Proof vender received the payment

pl4ichjgy17zwd · 05-05-2017 4:13pm

This really is crazy.

A PayPal payment I made on the 16th of April that I thought I could safely assume was well and truly dealt with reappeared today and put my account in negative balance.

Ally Dick · 05-05-2017 6:23pm

Their IT department must have changed something. If it is shadow reapplied, it is probably too technical for the people here to answer....still they need to escalate the matter to the offshore people to fix

Purple Mountain · 05-05-2017 6:37pm

I have to say I bank with AIB and have never had any online issues.
It's actually quite worrying. For example the person who said they have a transaction pending AND posted and as a result has no access to the amount value that's pending. Unless the retailer inadvertently put the amount through twice which I would follow up on with them just so you have all the facts for BOI.
How are the staff in the customer service call centre supposed to answer a technical IT query?
This is actually scandalous. I'd be furious.
Keep screen shots guys!
And if ye get fobbed off.. 1850 715 815.

harr · 05-05-2017 6:44pm

Don't worry I have plenty of screen shots after a rep told me it doesn't happen,so last weekend after the €400 was taken out I took screenshots and again this week when money reappeared and didn't come out till Thursday, so I have screenshot of money in account last week and then the transaction of it leaving my account with balance and suddenly reapers Tuesday only to leave my account again on Thursday...and the reps here and on phone blame retailers and saying it doesn't happen..

alibab · 07-05-2017 1:34pm

Something very strange going on with my banking 365 my direct debits are showing wrong amounts and the balances are all over the place . One is showing at 9.99 and when I add up my own calculations the balance completely different. Anyone else having issues again

Ally Dick · 07-05-2017 8:45pm

There's definitely something up with the way the shadow transactions are being reapplied until the permanent posting appears. Are the retailers being given longer to process their files? The shadow seems to reapply for three working days, and then the permanent transaction SHOULD appear on the statement. Overnight (on the last night before posting), if you were checking your account, you may see a double posting. This would be the last night that the shadow is on the account, and also the permanent transaction;s debut appearance. The shadow transaction should fall off at this point, leaving the permanent transaction.
If there is a problem with transactions disappearing and reappearing, it tells me that the shadow has dropped off, but the permanent transaction is being applied later than advertised. Somewhere in the rules, if the shadow transaction has disappeared off the system, it should be tough sh1t on the retailer e.g. too late.
Has this changed?

Purple Mountain · 07-05-2017 11:24pm

Did anybody get any results when queried with the bank?

Ozymandius2011 · 08-05-2017 8:42am

This has been happening to me for months and its especially bad at weekends when the balance suddenly jumps up as previously listed transactions vanish. Whats especially annoying is that when all the transactions update correctly after a few days, I often end up in unintentional deficits (as I spent based on the balance on screen) - for which I am charged on a per transaction-basis.

Someone in the shop told me that the solution would be to use Chip and Pin instead of contactless payments. I tried that but Im pretty sure Chip and Pin transactions are affected too.

What is going on with Banking 365 and realtime balances?

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