Wednesday 13 December 2017

AIB customers charged on double after IT glitch

An AIB ATM in Dublin.
An AIB ATM in Dublin.

Charlie Weston, Personal Finance Editor

State-owned AIB has defended its electronic payments systems after the latest blunder saw customers overcharged.

The bank admitted a fault with its IT systems meant that a large number of customers were double-charged for single transactions.

AIB customers were charged twice for transactions carried out on Tuesday (March 25) and then charged again for the same transactions the following day.

It is just the latest in a long list of payments mishaps to impact consumers, particularly at Ulster Bank and Bank of Ireland.

An AIB spokeswoman confirmed the bank was investigating the issue, but could not detail how widespread the problem was.

The bank said that affected customers would not be left out of pocket as a result of the issue.

The spokeswoman was unable to say if the mistake had left any customers without access to their funds or behind on their mortgage or loan payments.

The bank said: "AIB regrets any disruption to our customers this morning arising from duplicate transactions processed on their accounts. This issue arose after a file of debit card transactions was processed twice in error.

"We apologise for any inconvenience caused and will ensure no customers will be adversely affected."

AIB denied that the ongoing IT collapses were due to a failure to invest in its technological systems since the bank's near-collapse and state rescue.

Last summer EBS, which is part of AIB, was forced to issue an apology after double-charging thousands of customers.

People who paid for goods and services with an EBS Mastercard ended up being debited on the double.


In January, Bank of Ireland customers were mistakenly debited twice for single transactions involving mainly Visa debit cards – the bank's main debit-card product.

At Christmas, AIB and Bank of Ireland were both hit by payment blunders that impacted upon thousands of shoppers.

As the country entered the last few days of the frenzied shopping period, both AIB and Bank of Ireland were forced to apologise for problems affecting their customers.

Customers of AIB were not able to use their debit cards to get access to cash at ATMs operated by other banks.

In that instance the bank blamed a "third-party provider".

Days prior to this, Ulster Bank was forced to offer to pay expenses to thousands of customers who were denied access to their wages and pensions after its payments systems had been crippled for the second time in a fortnight.

The bank said a problem arose that resulted in some payments for customers being delayed.

Irish Independent

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