New Vulnerable Customer Unit

New Irelander wrote: »

Bank of Ireland: Richard F wrote: »

Hi Wanie,

Thanks for getting in touch with us today.

We're sorry to hear this. Can we ask what appears on your screen once you enter your details and go on to the next screen?

Thanks,
Richard

Hello Richard!

Thank you for your prompt reply! I am so glad you are there.

Unfortunately (although I have made screenshot) as a new member to this forum I don't seem to be allowed to attach anything....

*Your reply cannot be submitted if it contains images or URLs in an effort to combat spam*

not even a URL:-( (emoji not allowed either)

So let try to describe this to you...

THIS IS THE PAGE GIVEN ... WITH 3 LOGIN OPTIONS.... and none of the three leads me to PSK


Have you set up a security device yet?
To comply with payment regulations, you now require an extra form of identification when using your online banking. The easiest way to do this is to set up your smartphone or tablet as a security device. From now on, you'll use it to confirm your identity every time you bank online.
Login or more information (choose)

Like a popup window with these choices
To set up a security device, you'll need:

Online banking has changed
Why are we making these changes?
Regulations have been introduced that affect all payment service providers. These laws will help fight fraud and make you even more secure online.
How will this affect you?
To help confirm your identity, we've added two-factor authentication to our security process. To complete it, you must first set up a security device - we recommend your smartphone or tablet.


We now use Strong Customer Authentication ( S C A)(SCA)
How will it work?
As well as entering your 3 6 5365 PIN, you must also accept a notification we send to your security device before you can complete certain banking activities. This is designed to help keep your financial information safe.
Need help?
Please see our
for help with any queries you may have.

Let me know if I made myself clear to you here.

Thanks Richard!
Wanie

So, my disabled 93-year-old mother called crying this morning only to tell me that she had blocked herself signing into her 365 account because she put in her old UserID rather than her new one recently added due to security requirements (I had been on that call with her and your agent). When she called long-distance from California to BOI in Dublin, she was cut off twice after giving a long list of verifying account numbers and details to two different gentlemen. She then called back again and spoke to a young woman who again asked for verifying information. After she had done so, mom said she was put on hold for over 20 minutes only to be then told since she only had small recurring pension payments on her account, they COULDN'T verify it was her!!!! She asked to speak to a supervisor, she said, but was placed on hold again and waited another 10 minutes without anyone picking up the line. She finally hung up and called me.

Let me get this straight--so if you are a Covid shut-in disabled elderly on limited income with very few transactions, stuck away from home overseas due to Covid, trying simply to access your account to print a recent statement and find if a solicitor's check has posted, you are out of luck!! She was told she has to use her debit card to create a transaction and then call back to use THAT as verification. So, my 93-year-old mother should get in her wheelchair and schlep out to a store to buy something, anything, so "secure" Bank of Ireland can verify it is her after she has already provided her name, her birthdate, her checking account number, her debit card number/code, the amount of her weekly pension payments, and the approximate amount of the expected solicitor's check?!!? Are you telling me that only rich people with multiple transactions can access their accounts if a simple mistake is made? I am so angry right now, I can't see straight.

Can't find their response yet, but will keep looking. Not to my FB Messenger or yet in Notifications. Sigh, will keep searching.

Temporarily staying with family in America and have some questions; your agents helped me when I locked myself out twice since July:

1. Have US cell phone by company called Tracfone which does not allow international texting. If I buy an international card for it, however, I can use phone to make overseas calls but can't text. YOU can text ME however, and that has been working very well since we changed to more secure functions back in July. (I usually call from landline when I contact BOI. This landline was also listed in my account from beginning.) How can I get reminder of my User Id if I have mixed up current one with old one and now don't know which is which? I made mistake of only changing the last number in new User ID and now confused. So afraid of locking myself out of 365 online because it was very hard to get straightened out before. Could I call from here on landline or my cell phone and ask you to send reminder text re User ID to my US cell phone which IS listed in my account and which was confirmed in late September? Please advise.
2. When I was signing onto 365 today, it said User ID or password were in error. So, I thought I typed User ID wrong and tried again. Said it again. So I was going to try what I thought was old User ID on the cell phone app, but when I opened the app, it only asked me to complete my 3 password numbers. When I entered the absolutely correct password numbers, it said it was incorrect and said I would be locked out if got it wrong again. So I have one more chance to get correctly logged in! But I'm confused...if the app only requested my password and not my User ID, does that mean it had saved my User ID automatically? Since I hadn't used the app since before last User ID change a week or so ago, could it have had old User ID saved as cookie and that is why it refused correct password? If not, I don't know why it refused login. Help!
3. When I needed to confirm my account to unlock back in September, they needed a recent transaction to identify me. My daughter took me to local grocery store and I tried to use my debit card/ATM to purchase the groceries at a self-checkout terminal. It was denied. I tried at another store and it again was denied. When I did, however, go to a local bank and use the ATM outside, my card was accepted and I could withdraw cash. What might have caused the problem in the grocery stores? If I want to purchase anything while here, I don't want to be embarrassed by a card refusal at Macy's or a restaurant.

Thank you very much for any help you can provide. I am not comfortable with all the technology but am trying my best. Appreciate your help.

Ethna

Thank you for answering two of my questions--first in a very roundabout way. My daughter translated what you said for me in easier language.

To clarify for others: if you change your User ID because of being locked out, you must uninstall the 365 app and reinstall/setup the App again but with NEW User ID and your usual PIN. Do not try to use the App BEFORE doing this or you will get error I did with potential for being locked out again.

Success! Just wanted to thank you, Alison, as I bit the bullet and tried one more time instead using what I thought was the User ID as my password and using my original User Id. It worked! You were very right that I was actually changing the password each time. Whew! At last I have access to my account, statements, etc. Thanks again.

Hi, would someone please PM me, my mother in law has an issue that may fall under the VCU. Thanks