SOUNDING OFF:A reader who recently relocated to Canada contacted us last week with a story about what sounds like dreadful customer service she received at the hands of Bank Of Ireland after applying for a credit card last autumn.

She applied for the credit card two months before moving overseas. “My credit card application was messed up, but they didn’t bother to contact me about it at first. After numerous calls to card services it took approximately seven weeks to resolve,” she writes.

She eventually got her card days before she was due to fly out, but the problems did not end there. When the application forms were sent for the second time from the branch at Dublin’s College Green in November (the forms sent in September went missing), she filled out a direct debit mandate form saying she wanted to pay 100 per cent of any balance owed monthly.

“After checking my bank information online in late January I discovered the money lodged to pay my balance was still in my account [since late December]. I called numerous times to find out why the amount hadn’t been deducted from my bank account.” She was told that a mandate form should have been sent to her home address and as there was no mandate they couldn’t take the payment.

“I had already filled out my payment choices and signed at the time of applying. I had given written instructions on how I wanted my card balance paid. I am also in touch with my parents regularly and no mandate or any communication from Bank of Ireland had arrived between December and February.” She was told it would be “reissued” and, because she was in Canada, staff said her mothers’ signature would be OK.

Her mother filled it in and it was sent through the internal post from her own branch on February 20th. But when our reader called the bank on March 1st to confirm it had been received she was told there was no record of the mandate.

“I then got in touch with the complaints department who, after a few calls and e-mails, sent the mandate form to my address in Canada. I filled it in and returned it by registered post on March 13th. Thankfully I registered it, because on March 27th I got an e-mail from the bank to say they still hadn’t received it. I checked the tracking details and discovered that it had been delivered and signed for on the 20th.”

Days later she received word that the forms had been located and that the direct debit had been set up successfully and late fees refunded.

She went to use her card in a shop in Canada last weekend and it was declined. She then tried to use it online and it was declined again. She called card services and was told that due to a non-payment of the balance, a block had been placed on the card and she wouldn’t be able to use it until the funds cleared.

“I was told there was nothing they could do about it. So despite there being a limit total of €6,000 on the card – approximately €1,400 owed and €4,500 unused – I still can’t use it. Their mistakes led to money sitting in my account for three months and now I can’t use the card due to ‘non payment’ which is technically their fault.”

We contacted the bank to see what it had to say. A spokeswoman said it had looked into the case and, while it was not allowed talk about individual customers, it did say that it was “an unfortunate case of poor customer service on our behalf which we will hold our hands up to”. She said it was “not the norm from Bank of Ireland Credit Cards” and said “there were a number of extenuating factors involved that we cannot talk about. We are working with the customer now to resolve all her issues and to ensure that this does not happen again.”

Smartie shoppers

A reader called Lisa “committed a ‘mortal’ sin” last week by crossing the border to do some shopping in an Asda in Strabane. “I picked up two of the Smartie Shaker Easter eggs for 65 pence [71 cent] each.” These are the eggs we reviewed last week at a price of €1.99. “At least a euro in the difference. And the government wonder why people are crossing the border.”

And Adrian Kelly found 140g jars of Aveda Tea, which sell for €21 in Brown Thomas and in the Aveda Shop on South Anne St, selling for £11 (€12) on the island of Jersey. “That’s a difference of almost €10. Enough said!”

Home brewing

On Saturday April 18th, Irishcraftbrewer.com is holding an exhibition from 1-8pm at the Franciscan Well, North Mall, Cork. Everyone (over 18, obviously) welcome. Admission is free, with free samples of the kinds of top-quality beers anyone can make. – The Beer Nut

Eircom

It's hard to think of a reason why anyone would stick with Eircom, other than sheer inertia. I went wireless with Digiweb 18 moths ago. BB and phone for about €25 a month all in when I signed up. – Mike