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Ulster Bank now doesn't know when normal service will be resumed

Customers continue to experience problems with their accounts 12 days after they first started experiencing difficulties.

ULSTER BANK HAS admitted that it cannot say for definite when the problems customers have been experiencing with their account balances will be cleared and normal service with the bank will resume.

In its latest update on day 12 of the problems, the bank said that returning to normal service “will take some further time” while not putting any specific day or date on when this will happen.

The bank said early last week that it hoped to return to normal service by today but admitted on Friday that this would not be the case.

A software glitch which disrupted the bank’s systems on Tuesday, 19 June meant that payments into customers’ accounts have been affected. As a result some customers have experienced difficulties receiving their monthly salary and social welfare payments.

While the glitch has been rectified the bank has been dealing with a backlog ever since with branches opening late on weekdays and over the weekends in order to accommodate customers’ needs. This will remain the case for the coming week.

In a statement issued today, the bank said:

The knock-on effects (from the technical glitch) created significant processing delays and required substantial manual interventions from our team. This was made worse because the team could not access the record of transactions that had been processed up to the point of failure.

The need to first establish at what point processing had stopped delayed subsequent batches and created a backlog. It is not clear at this stage why that record was not available. Consequently, a significant number of customer account balances did not update as they should have from Tuesday 19 June.

The bank said that around 50 branches will remain open until 7pm this coming week and has promised to pay utility bills for any customers whose direct debits are due to go out in the coming days and fear that they will not have sufficient funds to pay them because of the bank’s problems.

The bank said that customers should see their balances updating during the coming week but said in a statement “that normal service will take some further time as our experience from dealing with the same issues in the UK suggests that there may be bumps along the road”.

Stephen Hester, the chief executive of its parent bank Royal Bank of Scotland, has once again apologised for the “significant inconveniences” caused by the problems.

The bank has promised a full investigation that will “be overseen by independent experts”. The Central Bank has already criticised the delays as “unacceptable”.

Read: Ulster Bank chaos: How is it affecting you?

Read: Ulster Bank will pay utility bills for some customers

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63 Comments
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    Mute Jonathan P McCoy
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    Jul 2nd 2012, 3:06 PM

    Sick of it at this stage. Got the ball rolling on becoming a PTSB customer last Friday. My relationship with the Ulster jokers will be finished as soon as my account can be cleared.

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    Mute Lee Kelly
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    Jul 2nd 2012, 4:09 PM

    I was with them before after my beloved postbank went bellyup. You have to jump through hoops to qualify for free banking. I left for Ulster. Also permo’s Mobile banking doesn’t seem to be up to scratch with not so much as sight nor sound of a mobile phone app. I’m eyeing up NIB myself to see what they have on offer.

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    Mute Joseph McGranaghan
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    Jul 2nd 2012, 4:55 PM

    If you like using branches don’t go near NIB, they are closing them all!!

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    Mute Alex simon
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    Jul 2nd 2012, 6:34 PM

    I think its the only choice.. At this stage I don’t know were I am with bank account. You call them and they said it will be fixed in a couple of days.. nobody knows anything in UB. Lets face it. 1-2 days .. ok we can forgive them but its practically 2 weeks now!!!! There is really no other choice but to move. I am giving them until wednesday then I am moving on Thursday so my next weeks wages will go into a different account.

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    Mute Brian
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    Jul 2nd 2012, 3:14 PM

    Painful. No money in or out of Business account. Bills and wages to pay but still impossible. No access to accounts in branch. Appalling mess that is enhanced in Ireland by the fact that UK sections were given priority and are mostly back to normal. nnThere better not be any bonuses being paid to UB management. PR alone had been disgraceful. Communication of progress has been disrespectful.

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    Mute Billy Kennedy
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    Jul 2nd 2012, 3:41 PM

    Wait, so UB employees and managers shouldn’t get any bonuses because of a computer glitch mess which had nothing to do with them?? They’re now working crazy hours to make up for it and you’re saying that they should be punished on top of that? Get real.

    56
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    Mute John Murphy
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    Jul 2nd 2012, 4:05 PM

    Dead right billy your bank is an absolute disgrace in how ye handled this shambles can’t wait to close my account.

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    Mute Billy Kennedy
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    Jul 2nd 2012, 4:38 PM

    I don’t know where you got the impression that it was my bank. All I’m saying as that your suggesting punishing people for something that is not their fault simply because you dislike the organisation they work for. Which is grossly unfair.

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    Mute Michael Pearce
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    Jul 2nd 2012, 4:53 PM

    Billy, if you honestly think that Ulster Bank as a whole entity are not responsible for this mess you must be out of your mind. I appreciate that people are working hard to resolve this issue, and I’m sure they’ll be paid plenty of over-time accordingly. But the fact remains that too many people are affected by this not to have a catastrophic effect on the bank, in which case prioritising bonuses for staff over paying late fees/penalties and other compensation for affected customers is just not an option. I don’t think the attitude that it had “nothing to do with them” is helping anyone right now. They’re all part of Ulster Bank, a bank that has allowed its system to be taken down without having the requisite fail-safes in place and whose attitude towards its customers has been nothing short of a disgrace.

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    Mute Billy Kennedy
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    Jul 2nd 2012, 4:55 PM

    Again Michael, I never said nor implied that Ulster Bank as an entity are not responsible, simply that most of the employees are not responsible and shouldn’t be unduly punished. By the way, Royal Bank of Scotland are responsible, not Ulster, but who needs accuracy right?

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    Mute John Murphy
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    Jul 2nd 2012, 4:56 PM

    Billy forgive me if I doubt you but you are the only one defending the indefensible which would suggest you do work for ulster bank or maybe one of your parents do.

    65
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    Mute James Comerford
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    Jul 2nd 2012, 4:56 PM

    Billy explain to me why management should receive bonuses for coming up with cost saving measures to shift IT teams to Delhi, explain why anyone deserves a bonus for coming up with such an idea which has clearly delved out an inferior quality back up and IT support?

    I just dont get it, should people just get bonuses for coming up with ideas and feck the consequences. Whom ever decided to pick out the far eastern contract should be sacked.

    63
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    Mute Billy Kennedy
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    Jul 2nd 2012, 5:00 PM

    No John, I’m not defending the indefensible. You are in fact attacking mostly ordinary people who cannot defend themselves, based on your anger at the IT department of their organisation. For the record I don’t bank at UB, don’t know anyone that works for them and have absolutely no connection with them that I know of.

    12
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    Mute Michael Pearce
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    Jul 2nd 2012, 5:03 PM

    Yes Billy – let’s be accurate. Ulster Bank are a subsidiary of RBS, but it is still up to them to ensure that their systems are robust and cannot be taken down in such a capacity. I genuinely cannot understand your argument – I’m sure there are very hard-working people in Ulster Bank, but is working hard enough to get a bonus? Surely the company one works for also needs to be doing well enough to be able to afford to pay bonuses. And after the dust settles, I cannot see a way in which Ulster Bank can afford to do this. This is nothing to do with disliking an organisation and those employees might not be directly responsible for this crisis, but when a bank has messed up this badly is it really reasonable to expect it to be able to afford to pay out bonuses to its employees? Or is it reasonable for its employees to expect bonuses? Those of is living in the real world would say “no”.

    49
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    Mute John Murphy
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    Jul 2nd 2012, 5:06 PM

    Billy I’m hardly attacking the ordinary people I’m simply moving my account from a bank that is run by clowns. Get real yourself.

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    Mute Gordon Bernard
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    Jul 2nd 2012, 8:23 PM

    Billy, ignore the masses, mob mentality… there’s no reasoning with it

    12
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    Mute Cathal Byrnes
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    Jul 2nd 2012, 10:42 PM

    I’m with Billy. There is no point in saying its the fault of branch staff. I’m not happy but there is no point in laying blame with the men and women serving at the counters trying to deal with the public during this mess. I thank the staff in my local bank every chance I get.

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    Mute David Batt
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    Jul 2nd 2012, 3:22 PM

    I think this will be the end of Ulster Bank. No sane person would continue to be a customer after this complete shambles!

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    Mute Lee Kelly
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    Jul 2nd 2012, 4:10 PM

    Correct but people don’t seem prone to rational thought when it comes to filling out a few forms to move banks. They’ll stay with them forever.

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    Mute John Murphy
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    Jul 2nd 2012, 4:57 PM

    Doubt it Lee have already gone with PTSB

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    Mute Alex simon
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    Jul 2nd 2012, 6:37 PM

    I HATE the paperwork of opening a bank account.. But I will do it. Because there simply is no other choice now.

    28
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    Mute kingstown
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    Jul 2nd 2012, 4:56 PM

    Best to leave this bank. It’s odd that their UK customers are looked after so swiftly yet the Irish customers are left waiting weeks.

    49
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    Mute Seamus McKenzie
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    Jul 2nd 2012, 3:45 PM

    Once it is sorted out. Legal action will follow, totally unacceptable`at this stage. Funny how the UK banks were up and running in days.

    48
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    Mute Ann-Marie Wallis
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    Jul 2nd 2012, 3:26 PM

    Right, that is taking the absolute piss. As someone who isn’t a customer but gets my wage through my work who bank with NatWest, I was put out by their breakdown of services but they seemed to solve it alot quicker over here than Ulster Bank are doing right now. I didn’t get my wages for a week and a half, which I was extremely annoyed about but it was finally sorted last Wednesday. It really isn’t good enough that the parent company takes on attitude towards customers in the UK and another for their customers in Ireland. If I was an Ulster Bank customer, I would most certainly leave…but where to go, really!!

    47
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    Mute Steve Wright
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    Jul 2nd 2012, 3:34 PM

    Thing is if you are stuck with a mortgage there what are the odds of being able to move? Slim I’d say.

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    Mute Ann-Marie Wallis
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    Jul 2nd 2012, 3:42 PM

    True mate, meant to say if people are in a position to move banks, they really should. I can’t move or close my account with AIB for example because I’m still paying off a student loan in Ireland, which is fair enough. People have such little options today.

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    Mute Dave
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    Jul 2nd 2012, 5:14 PM

    Folks, just because you are paying off a loan does not mean you cant change your current account to another bank. Just because you owe them a debt (which they profit from remember) does not mean you are tied to them.

    27
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    Mute Kerry Blake
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    Jul 2nd 2012, 3:26 PM

    Turning into a total farce alright. Glad I don’t bank with them. I also hope the Central Bank is checking with the other banks that there is no chance something similar could happen with their systems.

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    Mute Brian Mulligan
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    Jul 2nd 2012, 3:54 PM

    Kerry are you suggesting the central bank are proactive?

    37
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    Mute James Comerford
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    Jul 2nd 2012, 4:58 PM

    Of course, they are proactively checking out their new digs on the quays :) thats proactive

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    Mute Stephen Devine
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    Jul 2nd 2012, 10:17 PM

    Brian, I’m afraid that would be REactive.

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    Mute Michael Connolly
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    Jul 2nd 2012, 3:58 PM

    If they actually told people it could take up to 2-3 weeks to sort, people would probably understand more.
    Instead they tell you few days then few days then few days until people are so angry and fed up they just change banks.
    So it completely their fault and I for one along with my girlfriend are jumping off this sinking ship and opening accounts in another bank.

    44
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    Mute random
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    Jul 2nd 2012, 3:26 PM

    In the indo the other day they were blaming some outsourced IT support guy in India, any truth to that? Or was it indeed a “glitch”?

    42
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    Mute Nicola Monaghan
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    Jul 2nd 2012, 3:34 PM

    Even if it was some guy on the other side of the world that caused the “glitch” its not his fault now!Ulster Bank are lying, useless fools who have treated their customers like dirt. maybe the Indian guy did us a favour by showing us how useless they really are!

    81
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    Mute Lee Kelly
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    Jul 2nd 2012, 4:13 PM

    @ nicola You think that any of the other banks are more competent or hold their cannon fodder customers in any higher a regard?

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    Mute David Fenton
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    Jul 2nd 2012, 4:20 PM

    I wish media outlets would stop calling it a ‘glitch’ – it may have started that way but that’s not what’s caused the whole problem, as the following article shows.

    “It could have been prevented if the management had listened to us.”

    http://www.theregister.co.uk/2012/06/28/rbs_job_cuts_and_offshoring_software_glitch/

    50
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    Mute gastrophase
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    Jul 2nd 2012, 4:33 PM

    The letter from the CEO says the error was made by Edinburgh team so what does it have to do with it?

    12
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    Mute Nicola Monaghan
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    Jul 2nd 2012, 4:44 PM

    @lee maybe not but that’s still not a good enough reason for me to stay with this crowd of clowns. This has happened to them and they have made a mess of it. Whether it would be the same with any ther bank I can’t say because it hasn’t happened!

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    Mute random
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    Jul 2nd 2012, 6:30 PM

    Interesting link David, cheers.

    6
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    Mute Popsicle Pete
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    Jul 2nd 2012, 3:35 PM

    Whats really going on here?

    41
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    Mute John Tierney
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    Jul 2nd 2012, 3:44 PM

    There in lies the question. But you can be sure its not a ‘glitch’. If only there were still investigative journslists who would look for the story. There’s bound to be someone in UB’s tech department dying to talk.

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    Mute random
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    Jul 2nd 2012, 6:32 PM

    Check out this link provided by David Fenton above, it has all the gory details:

    http://www.theregister.co.uk/2012/06/28/rbs_job_cuts_and_offshoring_software_glitch/

    6
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    Mute Seán Cafferkey
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    Jul 2nd 2012, 3:59 PM

    Something fishy is definitely going on here. Whether they were hacked, ran out of money or indeed it was a glitch, something will have to be done

    40
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    Mute Laura O Sullivan
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    Jul 2nd 2012, 5:36 PM

    going on holidays tomorrow :( id to take out a loan wih the credit union as id no money and waiting on wages :( screw u ulster bank

    38
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    Mute Lionel Hutz
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    Jul 2nd 2012, 3:36 PM

    Technical glitch or has run out of money?

    38
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    Mute Chris lynch
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    Jul 2nd 2012, 4:12 PM

    Money has not run out, due to the fact that you can walk into any branch and withdrawn your money..

    28
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    Mute Ryan oneill
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    Jul 2nd 2012, 5:05 PM

    Totally unacceptable to lie to your customers! Account closed as soon as the banksters fix the “glitch’, in the mean time nothing has been paid!! If my credit rating is affected by this mess I will sue!

    37
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    Mute Matthew W
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    Jul 2nd 2012, 5:59 PM

    My account showed some activity this morning for the first time in 2 weeks. It was a £20 maintenance charge for last month but that was all. I’m still missing two lots of wages. What a joke this bank is.

    33
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    Mute random
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    Jul 2nd 2012, 6:35 PM

    The cheek of them charging you for maintenance when they completely failed to maintain anything!

    36
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    Mute Aisling Doyle
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    Jul 2nd 2012, 4:23 PM

    This time next year ulster bank will be gone !!!! The knock on effect to small business is shocking , and I personally think there is more to this than meets the eye … I’m waiting on Payment from Aib and it still hasn’t come in quick was over a week ago , the whole banking system is a joke , in my curtain it goes from now on ….

    31
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    Mute Richard Keogh
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    Jul 2nd 2012, 4:10 PM

    To think how close I came to switching when AIB started charging. Much as I hate charges at least I can get at my money.

    27
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    Mute Niall Boylan @ Night
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    Jul 2nd 2012, 3:32 PM

    The most bizarre statement for a bank to make in the middle of a crises and its really quite telling. One wonders how a bank with all the technology that’s available in the modern world could allow this to happen !! . For the average person this inconvenience is unacceptable and hopefully they will all take legal action for the inconvenience caused . I had a friend on holidays last week and it messed up his finances away and he had to borrow money from another friend because he had no access to his own funds !!

    23
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    Mute Mark Salmon
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    Jul 2nd 2012, 3:42 PM

    All the technology in the world! I work in Denmark and have a friend in Danske Bank here. He said when they moved into Ireland they were gobsmacked by the antiquated procedures and total lack of IT there.

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    Mute James Comerford
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    Jul 2nd 2012, 5:02 PM

    Very broad statement tbh, lack of ‘IT’ in what ? and where ?

    You do realise the issue is of the parents companys making. Their systems are mainly run through the UK. So does your ‘friend’ have any experience in ‘IT’ there, if so where ?….

    General statement is general…….

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    Mute Dave
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    Jul 2nd 2012, 5:16 PM

    National Irish (which Danske took over) may have been antiquated, but i’d call it a stretch to say all Irish banks are.

    9
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    Mute Dave
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    Jul 2nd 2012, 5:18 PM

    Switched to AIB today. It sickened me going to them, but what can you do. NIB would have got my business if they weren’t shutting their branches.

    18
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    Mute Louise Barry
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    Jul 2nd 2012, 3:35 PM

    I wish i had the luxury of going to another bank, but at least it not my main account that is affected….. Unfortunately it’s my mortgage account that is affected by this… I hope they are true to their word and not charges/credit histories are affected!!!!

    16
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    Mute Snuffbox
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    Jul 2nd 2012, 8:12 PM

    Were they hacked and just not admitting it?

    12
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    Mute Layla Moroney
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    Jul 3rd 2012, 12:11 AM

    Why cant ulster bank hire some temp admin and data entry staff in to deal with backlogs I am sure there are 1000′s of people on the dole queue who would be glad of some work. Not good enough that it is taking this long to fix. I am thinking of moving also.

    11
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    Mute Brian Reynolds
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    Jul 2nd 2012, 7:46 PM

    D computer says no!!!! . .

    9
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    Mute Tracey Cantillon
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    Jul 2nd 2012, 7:07 PM

    Reply from the Financial Ombudsman to me :

    Hi Tracey,

    Thank you for your email.

    I have spoken to management at Ulster Bank who have assured me that such complaints are being prioritised.

    If you find that you are making no progress (after contacting Ulster Bank) by this Thursday, please let me know.

    I appreciate that this is of considerable inconvenience to you. However, it is my understanding that the Bank are working to resolve the matter. As stated, if no progress is being made, please contact me and I will follow up immediately with the Bank.

    Thanks,

    6
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    Mute Derek Boyle
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    Jul 3rd 2012, 12:16 AM

    Ombudsman won’t do anything to UB over this, at best you could make a complaint if UB refused to pay any charges incurred because of there mess and even still your going to be wasting your time for 3-6 months with final notices and complaints back and forth.

    Like every other Bank fiasco in recent years nothing will happen to UB from any offical sources, best that can happen is consumer confidence is destroyed and the account holders cause a run on the bank transferring there accounts.

    3
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    Mute Tracey Cantillon
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    Jul 2nd 2012, 7:05 PM

    to me
    Hi Tracey,

    Thank you for your email.

    I have spoken to management at Ulster Bank who have assured me that such complaints are being prioritised.

    If you find that you are making no progress (after contacting Ulster Bank) by this Thursday, please let me know.

    I appreciate that this is of considerable inconvenience to you. However, it is my understanding that the Bank are working to resolve the matter. As stated, if no progress is being made, please contact me and I will follow up immediately with the Bank.

    Thanks,

    4
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