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BOI don't want to talk to their customers.

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  • 30-03-2022 11:53am
    #1
    Crimsonred
    Registered Users Posts: 99 ✭✭


    I've just spent 14 minutes on hold trying to talk to the mortgage dept. about my existing mortgage, I had a simple question to ask and it's one which isn't answered by the mortgage viewer facility.

    Anyway, after holding the line for 14 minutes I finally hung up, it's my opinion that the bank do not want customers ringing them and they are deliberately making it as frustrating as possible to speak to a human voice no matter which number you ring.

    I had a similar problem last week when trying to ring them about a credit card issue.

    I've now reached the stage where I dread trying to contact the bank about any issue because it is so stressful.



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    #2
    Bank of Ireland Reps
    Closed Accounts Posts: 1,293 ✭✭✭Bank of Ireland Reps


    https://www.boards.ie/discussion/2058239499/boi-dont-want-to-talk-to-their-customers

    Hi there,

    Thanks for getting in touch with us here.

    We are really sorry, some departments are experiencing wait time on the line. Please be assured if you can hold the line, they will be able to offer you the support you need. Mortgage Team are available weekdays 9am-5pm

    Many thanks

    Alison



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    #3
    SecondLife
    Registered Users Posts: 12 ✭SecondLife


    I felt exactly the same, Trying to make a payment online and it is being kept declined, so tried to call bank of Ireland card services, I have tried to find a correct related subject number which does not exist about the online payment being declined, also I could not find any option to generally speak to a customer support person to ask why my payment is being declined. At this point, I feel that too BOI does not want to interact with any customers anymore. But let me tell you this is not a good business practice and you will lose customers one by one systematically.



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    #4
    Bank of Ireland: Jennifer
    Closed Accounts Posts: 490 ✭✭Bank of Ireland: Jennifer


    https://www.boards.ie/discussion/comment/118870809#Comment_118870809

    Hi there,

    thanks for getting in touch with us. We have responded to your post in relation to this. We are sorry to hear that you were experiencing difficulty over the weekend. Our customer service team is available Monday to Friday from 9am to 5pm and are more than happy to help with any queries you might have. Please be assured that we do appreciate your comments and we will be sure to pass this on for feedback purposes.

    We hope this helps.

    Thanks Jen



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    #5
    Crimsonred
    Registered Users Posts: 99 ✭✭Crimsonred


    Ok, I tried ringing the bank again just now, after being left on hold for 15 minutes I hung up.

    This is a disgraceful way to treat existing customers but I think it's quite deliberate, they keep you on hold so long in the hope that you will eventually give up and stop trying to ring them to speak to a live bank employee.

    Just to reiterate, the question I have is not one which is answered on their mortgage viewer which only gives minimal information.

    I suspect the bank is employing as few call centre operators as they can get away with so as to stop their customers from trying to ring them.

    What a shoddy way to run a bank when you won't even communicate with your customers.

    They know that they can get away with treating their customers with such an absolute lack of respect because it so awkward and time consuming to change current accounts or, God forbid, change your mortgage provider. They have their customers held hostage and they know it.

    Can you imagine the sheer stress that would be involved in changing mortgage provider when your existing one refuses to speak to you?

    An appalling bank to deal with, that's Bank Of Ireland in 2022.



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    #6
    Bank of Ireland: Jennifer
    Closed Accounts Posts: 490 ✭✭Bank of Ireland: Jennifer


    https://www.boards.ie/discussion/comment/118878228#Comment_118878228

    Hi there,

    Thanks for getting back in touch with us. We are sorry to hear that you have been met with less than desirable holding times. If you would like to send us a private message we would be happy to help as best we can.

    Thanks Jen



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    #7
    Crimsonred
    Registered Users Posts: 99 ✭✭Crimsonred


    Ok, so I tried ringing BOI again just now, just to clarify, my enquiry is about my mortgage and the number I rang was 0818 365 345.

    After being left on hold for 20 minutes I hung up. How long do they expect customers to remain on hold?

    Bear in mind this was my third attempt in the last week to speak to a representative from the bank and I have now spent a total of 50 minutes on hold in that time over the course of 3 phone calls and I have still not managed to speak to a live employee of Bank Of Ireland.

    I have no intention of giving my details away on what is supposed to be an anonymous website in order to get a response from the bank, I want to be able to ring the bank, something I rarely attempt to do, to discuss my mortgage as it has come to the end of it's fixed rate term.

    I was expecting to get a letter from them outlining my options regarding a new rate but no such letter has come.

    This isn't just about me, it's about the fact that the bank sees fit to keep it's customers on hold indefinitely when they try to speak to a bank representative over the phone.



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    #8
    Jafin
    Registered Users Posts: 774 ✭✭✭Jafin


    15-20 minutes is not out of the ordinary these days to be on hold for, for any service. There are a lot of people calling every day, and some peoples' issues take longer to resolve than others. If you have the time available I would suggest putting your phone on loudspeaker and leaving it near you while you get on with something else until someone answers your call. If you have the phone pressed up to your ear the whole time you're on hold it will just add to your stress and make it feel like it's taking longer. Alternatively, is it an option for you to make an appointment at your local branch to see their mortgage specialist?



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    #9
    Bank of Ireland Reps
    Closed Accounts Posts: 1,293 ✭✭✭Bank of Ireland Reps


    https://www.boards.ie/discussion/comment/118882947#Comment_118882947

    Hi there,

    Thanks for getting back to us.

    We totally understand if you prefer not to send us your name and contact number by private message. Just to add, we would never ask for any personal banking information.

    Apologies, the Mortgage Team are experiencing high call volumes and can be reached on 016113333. We understand this is likely frustrating for you.

    If you change your mind and would like to PM us the above detail, along with your question and Branch mortgage is linked to, we can arrange for a colleague to call you.

    Many thanks

    Alison



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    #10
    Crimsonred
    Registered Users Posts: 99 ✭✭Crimsonred


    https://www.boards.ie/discussion/comment/118883257#Comment_118883257


    The problem with putting the phone down and leaving it on hold is that even on loudspeaker you can barely hear the sound of the music that plays while you are on hold, the volume of the call goes down when you are on hold compared to when the recorded voice is rattling off information to try and deflect you to dealing with your query by other means other than speaking to a bank rep so that option is not really one that works.

    Thanks for the suggestion anyway, it's a matter of opinion whether or not it is acceptable to keep a customer on hold for 20 minutes or more, I don't think it is acceptable.

    I did manage to confirm by looking through old correspondence that my fixed term has indeed ended this month and yet I have had no letter from the bank outlining my options regarding fixing again, again I think this is unacceptable.



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