Tuesday 18 December 2018

Central Bank says BoI has resolved glitch that caused money to temporarily vanish

Bank of Ireland Photo: Bloomberg
Bank of Ireland Photo: Bloomberg

Gretchen Friemann

The Central Bank has confirmed it is in contact with Bank of Ireland in relation to a computer glitch that caused money in some customer accounts to temporarily vanish this week.

In a statement the regulator said it has received assurance "the issues have been resolved with all services now working normally".

Bank of Ireland also said the problem had been rectified. In a statement a spokesperson for the group said its online, phone and business support teams had "provided 24/7 support to customers" and stressed "we continue to engage with those who have been impacted."

The bank also apologised for "any inconvenience caused".

On Wednesday a number of customers contacted the Irish Independent expressing concerns about money mysteriously disappearing from their accounts.

Bank of Ireland blamed the problem on a technology glitch and firmly rejected suggestions it had suffered a cyber attack.

But Bank of Ireland’s handling of the difficulty riled some customers, who complained about the lender’s slow communication and poor customer service.

The Central Bank confirmed to the Irish Independent this evening that it was aware of the lender’s “system issues in recent days.”

A spokesperson said “we are in contact with the firm and have been assured that the issues have been resolved with all services now working normally."

He added the Central Bank "expects firms to communicate clearly and promptly with affected customers when a technical incident occurs, including details of the impacted service, details of alternative access to services and an undertaking that identifiable loss will be remediated. “

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