Bank of Ireland Anmeldelser 628

Took an elderly (84 Yr) to the Magherafelt Branch to let her cancel 3 DDs for companies whose services she had cancelled. Branch staff told her SHE couldn't cancel them, that she had to request the companies to do so (imagine the hazzle getting through to TalkTalk, O2 and SKY!). This is her money we're talking about! BOI Customer Services when phoned, confirmed she should be able to do it at theit branch, so back for a 2nd visit! Same story so they were asked to ring their own Customer Services people to get confirmation as to how to do it! What incompetent, untrained staff for a bank!

Could any ISA provider possibly be worse than Bank of Ireland? For me, they have failed, and failed, and failed again.
The transfer of my ISA to BoI, supposed to take 15 days, took a full 5 weeks, by which time the ISA issue I applied for, with a rate of 4.06%, was no longer available, only the next issue 42 with a lower rate - making the whole transfer pointless! I raised a complaint, but BoI did not enable me to benefit from the ISA I had requested. They promised that a sum of around £164, intended to make things right, would appear in what they call the ‘Holding Account’, on a certain date, but it did not arrive. When queried, I was told they had unintentionally misled me, and that the promised sum was supposedly embedded within another payment – all explained in such baffling terms that even my accountant cannot understand it.
During those 5 weeks of anxious waiting, further stress was caused by the ISA seeming to go to the wrong provider, since BoI do not tell you that their ISAs seem to be managed by organisations called, variously, 'Post Office' and/or 'One Family'. Further, the number to call to enquire about ISAs is nowhere on the BoI website, all adding to the anxiety.
On 9th April 2026, very keen to get away from BoI, I opened a Cash ISA account with ‘Monument’ and messaged BoI asking them how to transfer my funds out. I was told to contact the new provider, which I did. Yesterday, my new provider told me that BoI has rejected my request to transfer out my ISA – something to do with the maturity date being too far in the future - but I have do not have a Fixed Term ISA, but an Easy Access one. The clue is in the name! Further, why didn’t BoI mention this when I let them know I was transferring out and asked them how to set about that?
My dealings with BoI have been marked by one disaster after another, creating endless worry. Sadly, I do not have a good word to say about them.
I am about to make yet another formal complaint. From my experience, you would be well advised to keep your money well away from the Bank of Ireland!

DO NOT USE FOR MORTGAGES - Outrageous and disgusting behaviour, they will not give you reasonable notice of fees and will only send communication via post, whereby you always receive information too late and then incur massive unconscionable interest charges. In short, terrible terms, policies and communication. DO NOT USE.

Hi, we are a business based in London. I initially called the number 0345 850 1234 and selected option 3. The woman who answered was quite rude. I was asking about the payment card machine, but she kept repeating that she didn’t know what it was, which made me doubt the support I was receiving.

Later, another woman handled my call. She was calm and helpful, and she transferred me to the correct department. Unfortunately, I didn’t catch her name, but I really appreciate her assistance.

For anyone experiencing issues with a payment machine, the correct number to contact is 0800 0325654. The woman on this line who assisted me there was very calm and helpful. Our issue was related to the Wi-Fi dropping. She stayed on the phone with me for nearly 30 minutes, and I truly appreciate her patience and support. We were able to resolve the problem in the end. Again, I don’t know her name, but we called at 12:57 on 07/04 (UK time). I just want to say thank you again to her.

Applied for a small top-up mortgage. What followed is easily the single worst customer experience I've ever had in my life. This was a surprise, as our previous experiences with BOI Mortgages have generally been positive - feels like something has changed in there. We are now into month 5 of the process and still no end in sight. Constant requests for documents and then rejecting the documents for spurious reasons. Long delays in responding to queries. Requests that completely contradict previous requests. Incorrect info provided to us - the list goes on. If Revolut offer a better rate when they launch their mortgage product then BOI Mortgages will soon find themselves in serious bother with this carry-on.

I had a very disappointing experience with Bank of Ireland.

I tried three separate times to extend my mortgage for 2 years. During the whole 3-month process I never received a call, message, or email from the bank to let me know if any information was missing. Because of this delay, I ended up overpaying almost double each month.

After that, I asked the bank if my broker could handle everything for me because I didn’t want to deal with them directly anymore. They told me that yes, the broker could do it. I contacted my broker, who spent about 30 minutes on the phone with them, only to be told that actually the broker cannot do it and that only the homeowner can make the request.

This is something they could have told me from the beginning.

At this point I’ve had enough. Even if it means losing money for a few months, I’m planning to change banks as soon as possible. I would not recommend Bank of Ireland — the process is extremely complicated and the communication is very poor.

I am writing this out of sheer disbelief at the current state of Bank of Ireland Intermediaries. We are currently seeing a total breakdown in their service infrastructure that should serve as a warning to other brokers.

They have moved away from telephone support entirely, yet the "alternative" (Live Chat) is consistently unresponsive.

Without a way to speak to a human or get a real-time message through, simple queries turn into multi-day delays. This isn't just a minor inconvenience; it’s a professional liability. It hinders our ability to provide accurate timelines to our clients and manage their expectations.

How Bank of Ireland honestly expects intermediaries to continue placing business with them in this environment is a mystery. Until they reinvest in human-led support, I find it impossible to recommend them as a reliable lending partner.

Opened an account and within half an hour had changed my mind. The email I got sent to access my account did not lead me to be able to log in. Got transferred to a few different departments on the phone. Even after pressing the department you wanted you then had a series of options which weren't relevant. The advisor did not seem interested. Had to jump through hoops to cancel including sending an email and he kept repeating himself from what was obviously a script and questions I had already said no to. Glad I was able to change my mind. Use online banking all the time. This was not an easy and seamless experience and would not want to transfer a large amount of money to this institution.

If I could give no stars I would new app? is totally rubbish,
old app worked fine.
another if it's not broken don't fix it.

I managed to open the account OK and then logged in. The website doesn't look great but is manageable.

I selected to transfer an ISA and started the process. I got a confirmation I'd done it and then nothing happened. For weeks.

I sent a secure message to ask what was happening, and got a reply to say it takes time (!)

After over a month (transfers typically take a fortnight), I got a message to say they couldn't transfer the money because the amount was wrong.

They asked me to re-request a transfer, essentially because they can't do their job on time.

The amount was wrong because, they'd been so slow moving the money that I'd earned interest in the meantime.

I'm surprised such a slapdash organisation was on the moneysavingexpert website because I thought there was some level of vetting, but I guess not.

Probably the worst bank in the UK. And that's saying something!

Idiots update their app over the weekend breaking it and have no telephone support to fix it. I CANNOT ACCESS MY ACOUNT!!!!!!!!

Classic case of fixing something that isn't broken. Disgusting.

Trying to set up a new ISA account with Bank of Ireland. Norton anti-virus blocks the website. Have phoned BoI who say, "of yeah, just use your mobile phone not your PC".
How about I just use a bank that Norton does not block!

Made many calls about fraudulent activity on my bank card, but responses by the fraud helpline were disastrous. Not helpful, not conversational, not interested in customer, calls only caused more stress than fraud caused in the first place. No advice offered, no follow-up, left me hanging. I only got courteous help and advice from my branch staff. Valerie Brown

I’ve currently been on hold for 2 hours as caller number 1 in the queue. So wait? Do you just not employ any staff to answer the phones. Wonder how long I’ll be on hold for….

Terrible online platform, predatory mortgage practises and useless customer service

Absolutely awful IT and customer services. Can't set up an online hub to see our current mortgage balance or do pretty much anything with our mortgage and customer service can't tell us what is wrong to fix it. Absolutely useless all round, avoid like the plaque.

If I could rate lower than one star I would.

BOI’s incompetence nearly cost me my home, for some reason they use an intermediate bank for UK payments, their intermediate bank flagged my RENT payment, this was TWENTY THREE months of consistent payment to same account with no changes.

BOI dealing with this issue gave me consistently wrong information or just none at all. They were incredibly slow to get any action done to the point my letting agent was threatening an issue to vacate the property due to the banking errors caused by BOI.

This was not an issue that could be set aside, yet nothing was acted with urgency, didn’t receive the contact they said they would.

Do not even open an account, unless you want a nightmare when things go wrong.

They tell you to verify your phone number than don't send the code,tried ringing using different menus 1st in the que for all but no one answers any of the calls
Will definitely be moving banks

I am with bank of ireland for years now, but I am looking for another bank to change it, because for the second year they let Norton Antivirus company to take 99.99 euros from my account without my consent, although I cancelled the subscription with them 2 years ago, when I contacted them they said, we can do nothing, simply because Norton is an international company they don't want to lose it. So I do not recommend it to any one and will move from them soon.

Appalling user experience when trying to open an ISA with them. Nonsensical to offer a market leading rate but not have the UX in place to support applications. I opened one last week and sent a deposit, but nothing is showing in their system. I'm chasing to get my money returned and account cancelled within the 14 day cooling off period but no idea what they're doing. Money isn't even showing in the account yet. I've received an email from them saying it could take four weeks to investigate and get back to me. Now found a better rate elsewhere, have opened and have money credited there straight away. Their systems are terribly ineffective, couldn't get through on the phone as they cut me off after long waits. I'd advise anyone to look elsewhere, sadly Martin Lewis is promoting this product on his league table but really needs to consider the customer service given and make people aware of these potential issues.