A spokeswoman for Bank of Ireland reiterated that elderly customers who are not comfortable using self-service channels or other technology solutions will be assisted by branch staff at the self-service channels or at the counter.
“If they feel that they don’t want to use a machine branch staff will be there to help them at the counter so they do have the option,” she said.
The bank faced a backlash on Wednesday when it announced planned new provisions — the withdrawal of up to €700 via ATM and the lodgements of up to €3,000 cash and 15 cheques via the lodgement ATM.
“Vulnerable customers, together with those elderly customers who are not comfortable using self-service channels or other technology solutions, will be assisted by branch staff to use the available in-branch services,” a statement said yesterday.
It also confirmed that although Bank of Ireland understood the changes may be a new way of banking for some customers they would continue to encourage elderly customers to engage in using such methods.
Justin Moran, the head of advocacy and communications at Age Action, described the reassurance from the bank as a “positive step”. However, he said Bank of Ireland and banks in general need a change of mindset when it came to dealing with some of it more vulnerable customers.