If you were impacted by our recent service disruption, please call us on 1800 365 100 (9am-6pm, Monday to Friday and 10am-2pm, Saturday) so that we can work together to find an appropriate solution. We’re here to help.
- What happened during the recent disruption to Bank of Ireland services?
We had a significant technology outage affecting our services on 15 August 2023 which meant that our mobile app and digital banking were not available to customers for most of the day (2pm onwards). This was a Bank of Ireland issue and our customers were impacted badly by this failure. We fell well below the standards our customers expect of us and we apologise for this.
- What did Bank of Ireland do in response?
Our priority was to make sure that all our 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.
- What are you doing to help customers who went overdrawn?
We are now supporting customers who went overdrawn so they don't have a longer-term issue with debt. For example, any customer who went into an unauthorised overdraft on their personal current account as a result of our service disruption can get a temporary, interest-free overdraft for 90 days to help them return their account to its original position.
- What if I transferred money during the outage to another bank or financial institution and I am overdrawn as a result?
If you have access to the account or are in contact with the account holder, you can simply transfer the funds back to your Bank of Ireland account. You will need your BIC and IBAN to do this. You can find your BIC and IBAN on the mobile app, on 365 online and at the top of your bank statement.
- 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.
- What support is Bank of Ireland offering customers affected by the service disruption?
We encourage any customer affected by the outage to contact their local branch on 1800 365 100 (open 9am-6pm Monday to Friday and Saturday 10am-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.
- Will I be charged any fees or penalties as a result of this service interruption?
We are committed to working with customers impacted by this incident to try and ensure they do not incur any fees or charges as a result of this incident.
- What if I went overdrawn during the service disruption?
If you went overdrawn without having an authorised overdraft on your personal current account as a result of the disruption to our services, you can get a temporary, interest-free overdraft for 90 days to help you return your account to its original position. You will not have to pay interest or fees on this overdraft for the 90-day period.
- 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.
- What if I have been charged an unpaid fee from another bank or company?
If you could not access your account online and ended up spending more money than was available to you without realising it, or if you incurred charges from other organisations as a result of the service disruption - we want to help.
We also want to help you if you knowingly withdrew or transferred more money than was available to you because of our service disruption.
Whatever the circumstances, please get in touch.
- I have credited my account to bring it in line with my credit limit, but I am struggling financially
We encourage any customer affected to contact our dedicated team on 1800 365 100 (9am to 6pm, Monday to Friday, and Saturday 10am to 2pm) so that we can work together to find an appropriate solution. We are ready to help you.
- My payment was delayed during the recent service outage
We apologise sincerely for any inconvenience this may have caused you. All payments have now been processed. We want to reimburse you if you were affected by these delays and are at a financial loss because of them, for example if you were charged ‘unpaid fees’. Please call us on 1800 365 100 (9am to 5pm, Monday to Friday) so we can help sort this out for you.
- Will my credit history be affected if I don’t correct my account?
If you have an overdraft of €500 or more, we have to report the performance of your account to the Central Credit Register (CCR). For example, when you go over your overdraft limit, we report this to the CCR, and your credit rating may be affected. This may affect your ability to get credit from Bank of Ireland or other financial institutions in the future.
If you did not have an approved overdraft with us and transferred more money than was in your account, that means you have an overdraft on your account without our agreement (approval). This means we will not report it to the CCR. We can only report overdrafts to CCR if they have an agreed overdraft limit of €500 or more.
- What is the Central Credit Register (CCR)?
The CCR is a national database of customer and credit agreement information. It is operated by the Central Bank of Ireland under the Credit Reporting Act 2013. All lenders, including Bank of Ireland, have to send customers’ personal and credit information to the CCR every month.
- I made a payment or transfer from my deposit account, but I don’t think funds were available
During the service outage, some customers may have made payments from their deposit accounts - including transfers, direct debits and standing orders - when there were not enough funds in these accounts to meet the payments. These payments were processed if your deposit account was affected by our service disruption. We encourage any customer affected to contact our dedicated team on 1800 365 100 (open 9am-6pm Monday to Friday and Saturday 10am-2pm) so we can put things right.
- My mortgage should have been paid from my account but wasn’t
We encourage any customer affected to contact our dedicated team on 1800 365 100 (9am to 6pm, Monday to Friday, and Saturday 10am to 2pm) so that we can work together to find an appropriate solution. We are ready to help you.