Bank of Ireland

I have been with BOI since I was 17 years old, I was very lucky in the fact I was able to get a 100% mortgage by myself at 17 years old., repayment residential. I have always paid my mortgage on time and with no issue untill recently when I had health issue and was in hospital for 3 months so they gave me a mortgage break for 3 months !! I’m thinking ???? thank for, for sure an understanding company as I was told no arrears would be accumulated, I would simply be given a mortgage holiday for that time period, this was arrange before I was behind on anything. I still paid what I could while in hospital but I did come out to bills for arrears so after many calls and conversations they DID REMOVE all charges, interest and fee’s due to the information I was given. So there was infact arrears on my account and i immediately started to pay extra to pay them off, that was a hassle I did not need straight after, all I had been through but with all charges and fees etc removed I soon paid off the arrears that should not have been applied!! All issues resolved in that front, although it was a hassle all staff were always polite and did seem to do their best but some of BOI policy and procedures are ridiculous. I understand that the staff have to follow their protocols. I also have tried to change my payment date with bank of Ireland by bringing it forward by two weeks, so I made a one-off backs transfer payment for that two week period returned a signed direct debit mandate to pull the date forward by two weeks, this has seemed to be damn near impossible to sort out with bank of Ireland. There are allsorts of other forms that need to be signed just to simply change a payment day. This has been an absolute headache but again it’s not down to the staff, it’s the procedures that are in place that are expected under the mortgage , I would also like to say I did take my mortgage out when I was 17 and he’s there for quite an old mortgage as I have never remortgaged or taken out equity so the policies for newer mortgages may well now be different . Bank of Ireland have always been reasonable when dealing with them either phone or email. They are reliable in the fact of getting back to you and chasing up any loose ends to make sure that your full query is dealt with and resolved and that is to their credit.. Bank of Ireland have removed any fees and charges apply to my account during my hospital admission. I bank with Natwest and can honestly say that that is a horrendous headache when trying to get them to be reasonable with fees and charges that they may apply or have applied in the past. I 100% would recommend bank of Ireland, particularly for mortgages. I think that their rates are reasonable staff are well trained and polite and I’m grateful for being given the mortgage at 17. No, the bank would’ve touched me! Thank you, bank of Ireland

It’s been 4 days for a bank transfer to another account still not in when it should have been the same day would advise people never to use this bank as they don’t care

I have been with BOI since I was 17 years old, I was very lucky in the fact I was able to get a 100% mortgage by myself at 17 years old., repayment residential.

I have always paid my mortgage ontime and with no issue untill recently when I had health issue and was in hospital for 3 months so they gave me a mortgage break for 3 months !!

I’m thinking ???? thank for, for sure an understanding company as I was told no arrears would be accumulated, I would simply be given a mortgage holiday for that time period, this was arrange before I was behind on anything. I still paid what I could while in hospital but I did come out to bills for arrears so after many calls and conversations they DID REMOVE all charges, interest and fee’s due to the information I was given. So there was infact arrears on my account and i immediately started to pay extra to pay them off, that was a hassle I did not need straight after, all I had been through but with all charges and fees etc removed I soon paid off the arrears that should not have been applied!!

All issues resolved in that front, although it was a hassle all staff were always polite and did seem to do their best but some of BOI policy and procedures are ridiculous. I understand that the staff have to follow their protocols. I also have tried to change my payment date with bank of Ireland by bringing it forward by two weeks, so I made a one-off backs transfer payment for that two week period returned a signed direct debit mandate to pull the date forward by two weeks, this has seemed to be damn near impossible to sort out with bank of Ireland. There are allsorts of other forms that need to be signed just to simply change a payment day. This has been an absolute headache but again it’s not down to the staff, it’s the procedures that are in place that are expected under the mortgage , I would also like to say I did take my mortgage out when I was 17 and he’s there for quite an old mortgage as I have never remortgaged or taken out equity so the policies for newer mortgages may well now be different . Bank of Ireland have always been reasonable when dealing with them either phone or email. They are reliable in the fact of getting back to you and chasing up any loose ends to make sure that your full query is dealt with and resolved and that is to their credit.. Bank of Ireland have removed any fees and charges apply to my account during my hospital admission. I bank with Natwest and can honestly say that that is a horrendous headache when trying to get them to be reasonable with fees and charges that they may apply or have applied in the past.

I 100% would recommend bank of Ireland, particularly for mortgages. I think that their rates are reasonable staff are well trained and polite and I’m grateful for being given the mortgage at 17. No, the bank would’ve touched me!

Thank you, bank of Ireland

Had applied for a loan in order to sort out roof repairs that had come about from bad weather at the end of 2022. The confirmation emails from BOI seems clear and that unless there was a major issue, I would have the finds within 48 hours. The next day I had a query so contacted BOI.

While I was on the phone with the agent something he said called me to question how long it would take before funds would be in my account. The agent would not give me a straight answer and totally confused the matter when he was trying to fob me off. The agent started getting a bit of an attitude and was clearly annoyed I wouldn't just accept his made up response. I left the call so annoyed. I was so annoyed I had told BOI to cancell the loan application. I had been pre approved a loan at a slightly higher APR and went with that company. Had the money that day and since have fully paid off the loan as I had always planned.

I complained about my experience to BOI and the response was shocking - It was like they listened to a totally different call. I even called them back on getting the FRL letter thinking there had been a mistake. I spoke to a complaint agent. BOI response was clear they could not care less about the experience their customers have. I took my complaint to the ombudsman and the initial investigator agreed with me. BOI argued this and wanted the ombudsman to look at the complaint; so, due the backlog of work it took months for the case to be reviewed. The ombudsman has also agreed with me and found the customer service poor and quote "Customer kept referring to the wording with in the email, there were many missed opportunities to explain and reassure the customer" Also the Ombudsman did say the agent's frustration was evident in the call.

Mistakes and bad service happen but when a company wont accept any wrong doing and sits there in denial that shows they should give up and just leave the market.

BOI should start paying attention to customer feedback - it screams volumes that they don't even look at or respond to these reviews. Avoid dealing with these clowns.

Their ATM is not working every month when there is a bills and rent to pay..Every month I need to find excuse for my Landlord why m I late with rent..Unproffesional behavior and their app is very slow and look like they dont have IT expertise in that area.

Awful!

Tried opening a current account because Ulster Bank is closing..Absolute nightmare no customer service,there are too many details to go into here. Bank of Ireland is a joke.

I had to contact the BOI during the pandemic to arrange for a re-mortgage, I cannot begin to bore you with the ridiculous waiting time and frustration. Now in 2022 , it seems even worst! Why??? Over an hour wait, or ring , wait and then the line is cut. Can it be a sadistic joke that after waiting 30 minutes someone comes on the line , you breathe a huge sigh of relief but No!

They are only coming on the line to tell you there is another 30-40 minutes.....Que? !!!

Interestingly they as you to show kindness and consideration for the team working hard. yes, but the directors who are cost cutting - these are the ones who do not show any consideration to their workers

Basically: STAY AWAY from this bank

ps - I am on the line, hearing the nerve-jarring pipe music, being told "your call is important to us" - really? You could have fooled me!. so the good thing is I can write this kind of while-you-wait review

Today I spent over 1 hour and 20mins waiting on a customer service rep. I talked to two customer rep one after each other and after going through all the security question with each of them they said they need to put me through to another department. right now I'm on hold for nearly 1hour and a half. it seems they just don't want to be bother with the calls and they keep passing the customers to each other. all I need is a simple request, I just need to know my mortgage interest for my tax purposes and I have been waiting on the line for nearly two hours. This is a disgraceful and a worth customer service ever. i'm going to remortgage else where and I don't recommend bank of Irland to anyone. don't waste your time with them.

Truly dreadful company with appalling customer service. Applied for a loan and was told 99% chance of success. I was rejected. This despite only one month prior being accepted for a loan, but not proceeding as the right was higher than was acceptable. But this was just the start.

They refused to give any reason(s) for rejecting the loan citing 'commercial confidentiality', despite numerous attempts to understand the concerns. They pointed me to CIFAS and Experian and neither organisation could tell me why I'd been rejected and ultimately neither organisation any information of concern.

Complaints and appeals to BOI fell on deaf ears. Their phone system is also awful and you end up going around in circles. The website is terrible - trying to find out how to complain was a mission - their complaints form is unusable - it restricts all sorts of characters that you may wish to use, such as £ or % symbol!. There are different pages on the website about how to make a complaint - they say different things!

I emailed them repeatedly using an email address i found on their website and each email was completely ignored. It turns out they'll only deal with complaints sent to an address which you can only locate by luck if you choose the correct complaints page on their website!

They are a complete shambles and one to avoid.

Had an agreement in principle from boi through post office for buy to let mortgage

50% loan to value.

Based on the agreement in principle instructed solicitor paid out for searches etc.

Only to find out through broker that boi had declined mortgage for property ,As surveyor had written in his view works needed would mean "may not let within 60 days".I pointed out that I am a builder and reason for purchase was to carry out improvements, And have property available to let within 30 days,

and that the term "may not"could also mean May!

The whole process has been an embarrassing and expensive ordeal ,Informed the agent unable to proceed, the property was Sold within days!!

I have nothing but disdain for mortgage dept at Bank of Ireland,Operated by Robots.