Consumer Council Urges Ulster Bank To Establish And Execute A Definite Plan For Customers
Monday 2 July 2012
As the Ulster Bank technical difficulties enter a third week, the Consumer Council has urged management at the bank to establish and execute a plan which will resolve the situation quickly and efficiently for customers according to CEO Antoinette McKeown.
“The Ulster Bank technical difficulties continue to have a negative impact on consumers. While the Consumer Council appreciates that technical difficulties do occur the manner in which this has been handled by Ulster Bank has had a very negative impact on consumer confidence.”
“The Consumer Council is now demanding that Ulster Bank establish and execute a plan to bring customer accounts up to date, keep customers informed and resolve any resulting charges.”
“The Consumer Council is aware that paper transactions have been used by tens of thousands of Ulster Bank customers and that all of these transactions will need to be entered into the system. In addition the impact on account holders in other banks could further complicate the resolution of the situation.”
“End of month pay-day has been and gone, we are in July when many families are taking their annual holiday and will have major concerns about accessing cash abroad.”
“It is not adequate to tell people on a Saturday that the problem will not be resolved on a Monday as expected. It is not adequate to say that customers should be able to visit the limited number of branches that are open later in the evening when this may not suit those who are working full time. Ulster Bank should actively consider early opening hours also – at all branches – to facilitate as many customers as possible.”
“Ulster Bank must give a cast iron guarantee that no customer of their bank or any other bank will have their credit rating impacted as a result of this on-going problem. Ulster Bank’s assertion that there ‘should’ be no impact is not sufficient in our view.”
“Ulster Bank should also ensure that those customers who are currently charged for their accounts have all of those fees and charges waived for this period.”
“Ulster Bank say that the technical difficulties are resolved so now is the time to establish and execute a definite plan which will:
· Outline a timeframe within which customers will have their accounts resolved allowing people to make plans for accessing their own money from the bank
· Outline how Ulster Bank plan to expedite the updating and regularisation of accounts with extra resources or staffing
· Outline how customers can claim back costs and interest charged not only to Ulster Bank accounts but to customers of other banks who have also been impacted.”
“The Consumer Council has been very disappointed in the lack of engagement by Ulster Bank. There is an opportunity now to be proactive, assist and reassure customers with a clear plan and Ulster Bank need to take that opportunity.”
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