Feb 2014

Bank of Ireland redefine time

Most of us, when we hear the phrase “that will take 24 hours” assume that means one day. The thing “that will take 24 hours” will be done the following day.

Not so the Bank of Ireland. For them, 24 hours seems to equate to “some unspecified time over the next week”. And this isn’t just a case of them being late in a particular instance; this is how the system works. They have redefined 24 hours to mean “some unspecified time over the next week”.

Last Thursday I logged into their online banking system. I clicked the relevant buttons to make a transfer from a deposit account to a current account. This process “should take 24 hours to complete”. So, in a world where bankers aren’t in charge of defining units of time; a world – in other words – where a modicum of sanity prevails; that means the money should be in the current account some time on Friday. Makes sense, right?

Well, it’s Monday afternoon and I’ve just spent 15 minutes on the phone with a nice lady at Bank of Ireland who, through no fault of her own, found herself insisting that 24 hours from Thursday afternoon can actually – under certain circumstances – mean Tuesday morning. It seems that when it comes to time distortion, the Bank of Ireland could teach Doctor Who a thing or two.

Bank of Ireland

Remarkably, during our conversation, she explained that when I make an online transfer between a deposit and a current account, I’m not actually setting the transfer in motion. I’m effectively sending a message to someone in a Bank of Ireland office to do it for me. That’s right, despite the shiny web interface and claim that I’m engaged in an “online transfer”, I might as well be mailing them a letter requesting they carry out the transfer for me.

As I pointed out to the nice lady at the end of the phone, if I’d popped down to my local branch on Thursday afternoon and withdrawn the cash at the counter, then deposited it directly into my current account, the transaction would have taken less than 5 minutes. Instead, thanks to the magic of modern technology, I’ll be lucky if it takes less than 5 days.

Posted in: Opinion