Service Disruption – Customer Hub

  • What happened during the recent disruption to Bank of Ireland services?

    On 15 August our mobile app and digital banking services were unavailable to customers and they were unable to check their balance. Our priority was to ensure our customers continued to have access to cash and could transact on their cards. As a result, some customers may now be overdrawn. We are also aware that a number of payments were delayed.

    This fell below the standards of service expected of us and we’re sorry this happened. We’ve been working hard to put supports in place, including interest-free temporary overdrafts.

  • What did Bank of Ireland do in response?

    Our priority was to make sure that customers could continue to use their cards to withdraw cash and to buy what they needed in shops and online. The challenge in doing this during the service outage was that customers couldn’t check their balance. As a result, some customers may now find themselves overdrawn.

    Customers were able to use our mobile app and digital banking services as normal from 16 August.  We have been working hard since to support our customers who went overdrawn and to get the delayed payments made for customers as soon as possible.

  • What if I went overdrawn during the service disruption?

    During the outage, if you spent or withdrew more money than you had available and are now in an unarranged overdraft, we are here to support you.

    We are setting up an interest-free temporary overdraft on your account. The details of this, and how it works, are on the way to you.

  • What if I took cash out at an ATM during the service disruption and I am overdrawn as a result?

    If you still have the cash or some of it, you can lodge it at any Bank of Ireland branch, Post Offices or at a lodgement ATM, using your Bank of Ireland debit card. You can find lodgement ATMs inside our branches and lodgement ATMs outside some branches.

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  • Will I be charged fees on my Personal Current Account?

    If you went overdrawn during the disruption, we’ll be refunding any interest and fees you may have had as a result of the disruption. We’ll also make sure there’s no negative impact to your credit score.

  • What is an overdraft?

    An overdraft is a facility that you can agree with Bank of Ireland so that when your account balance reaches zero you can access a specific amount of additional money. You must apply for an overdraft and it must be for a specific amount. When your account balance reaches zero, you can use your overdraft. Any credits made to your account when you are overdrawn (for example, if you lodge money or get paid into your account) will reduce your overdraft.

    Due to our service disruption, you may have been able to access an unarranged overdraft without applying for it. This unarranged overdraft is what allowed you to spend more money than you had available in your account.

    An unarranged overdraft is when you withdraw or spend money without having an arranged overdraft in place and your account goes below £0.00. Or, when you withdraw or spend money that goes over your arranged overdraft limit.

  • What are you doing about payments which were delayed?

    We are aware that some payments which were due to be processed were delayed as a result of the service disruption.  We have processed those payments and apologise for the delay.

  • Were direct debits impacted?

    On 15 August our services were disrupted and some payments appeared to be delayed. This affected a small number of customers. We told them their direct debit(s) on this day hadn’t been paid. This was incorrect as we made sure all direct debits were paid as expected. However, we didn’t take the money from their account at the time. We’re sorry this happened and for any confusion this may have caused.

    How do I know if I have been affected?

    If you have been affected, you will have received a text from us to make you aware. This text gives details of the direct debit which was affected and what happens next. If we didn’t have a mobile number for you to send a text, we tried to contact you by email or letter.

    I received a text about this on 13 October – what happens next?

    While the payment was made for your direct debit on 15 August, we have not yet taken the payment from your bank account. We are sorry this has not happened and will take the payment on 27 October, as detailed in the text we have recently sent you.

    What do I need to do?

    Make sure that you have enough money in your bank account on 27 October to cover the value of the direct debit(s). The details are in the text we sent you.

    What if I’ve already paid this amount another way?

    As you thought the direct debit was unpaid, you may have arranged payment of this amount another way. If you did this you will need to contact the payee directly to discuss getting your money back.

    What happens if there isn’t enough money in my account on 27 October?

    If there isn’t enough money in your account when we try to take the payment, we’ll try to take it again 10 working days later. We’ll be in touch at the time to make you aware.

    I need more help or support. Who should I contact?

    If you are worried about money or would like to talk to us about your circumstances, please call us on 028 907 64600*. We’re here to help. (Open Monday to Friday 9am – 5pm).

    I would like more information. Who should I contact?

    If you’d like to discuss your account with us, please give us a call on 0345 736 5555* (open 9am-5pm Monday to Friday and Saturday 9am-2pm).

    *All calls may be recorded, monitored and used for training and compliance purposes. Calls to 08 numbers are free of charge. Calls to 02 and 03 numbers may vary dependent on your service provider.

  • Will this impact my credit score?

    We’ll make sure there’s no negative impact to your credit score.

  • What support is Bank of Ireland offering customers impacted by the disruption?

    We encourage any customer affected by the outage to visit their local branch or contact us on 0345 736 5555 (open 9am-5pm Monday to Friday and Saturday 9am-2pm) so that we can work together to find an appropriate solution. We are ready to help. You can find the opening hours of Bank of Ireland branches on our website.

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