B of I denies scrapping counter withdrawals'

Bank of Ireland said yesterday it had not eliminated over-the-counter withdrawals made with paper withdrawal slips, despite comments to the contrary made by a bank spokeswoman on Monday's Marian Finucane radio show.

Speaking to The Irish Times, head of group communications, Mr David Holden, confirmed that while all customers had been told all withdrawals must now be made with an ATM card and that paper withdrawal slips were no longer acceptable, exceptions would be made for vulnerable groups.

These groups include all customers aged 60 or over who are not happy with using ATM cards, as well as blind or disabled clients and children.

On the show, the bank spokeswoman had raised considerable concern among such groups, saying that paper withdrawals could no longer be made, regardless of personal circumstances.

She was speaking after a disgruntled customer contacted the show, claiming he had been told that he could no longer withdraw money from his account using a paper slip, a practice he had employed for many years and which continues to be used by 12 per cent of the bank's customers aged over 60.

Mr Holden yesterday acknowledged that the minutiae of the new rules might not have been effectively communicated to all branch staff, but said a general movement to electronic processes was simply a sign of the times.

"Everybody, old, young or otherwise, will have no choice but to use this technology because they won't be able to access welfare or unemployment benefits, or whatever it might be," he said. "Change is inevitable."

More than 90 per cent of all Bank of Ireland customers currently have ATM cards, said Mr Holden.

The Republic's other main banks were unified yesterday in their claim that paper slip withdrawals were still acceptable practice and would remain so.

"Our customers can still make cash withdrawals at the counter and we have no intention of changing that," said an Ulster Bank spokesman, comments that were echoed by AIB and National Irish Bank. Monday's programme also raised the issue of ATM withdrawals on Bank of Ireland savings accounts, with callers criticising the bank's move to prohibit such transactions made on other banks' ATM machines, such as those of AIB or Ulster Bank.

Mr Holden said this development made commercial sense for the bank, since such customers did not pay fees on their accounts, despite treating them as one would a current account.

Competitor banks have taken an opposite position, however, retaining a position whereby savings accounts in varying degrees of credit are eligible for free ATM withdrawals from other banks.

Acknowledging yesterday that Monday's show and the reaction it provoked had not been Bank of Ireland's finest hour, Mr Holden was nevertheless quick to play down any lasting effects. "Negative publicity is always a little bit damaging," he said, "but I wouldn't overstate it."