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Report a lost or stolen card

 

Contact our 24 hour Lost/Stolen Department:

  • Republic of Ireland:  1890 706 706
  • Great Britain/Northern Ireland:  0345 309 8099
  • Outside of these locations:  +353 56 775 7007

We will cancel your lost or stolen card and have the new card issued to your address on file within 5-7 working days.

Please let us know immediately if you discover your card is lost or stolen. Otherwise, you’ll be liable for any losses up to the time you report the loss to us.

Talk to someone about suspected fraud on an account?

 

Find out more here.

Understand my Low Cost Travel Group payment

 

Low Cost Holidays- Liquidation Claims

Lowcosttravelgroup (“LCTG”) ceased to trade on 15 July 2016.

Under MasterCard International and Visa Europe rules, you must initially make a claim for reimbursement through the Commission for Aviation Regulation: http://www.aviationreg.ie/

In order to submit a claim to the Commission for Aviation Regulation please submit the follow documentation. Please note that all documentation should be originals & not copies:

  • Fully completed claim form – available on http://www.aviationreg.ie;
  • Cover Letter outlining the reason for the claim;
  • Bank/Credit Card Statement showing the original transaction;
  • Booking Invoice;
  • Confirmation from accommodation provider that accommodation has not been paid for by the travel agency.

If you made a recent payment to LCTG on your Bank of Ireland debit or credit card, you may be entitled to apply for a chargeback. We will review your application for a chargeback and, if we approve it, will give you a refund.

When should I apply for a chargeback?

You can apply for a chargeback from the date of liquidation notice , 15th July 2016 up to, and including, 9th November 2016.

What companies are covered?

We will accept applications for a chargeback from customers of the following companies and brands:

  1. Lowcosttravelgroup Ltd
    • lowcosttravelgroup@smith.williamson.co.uk
  2. lowcostholidays Spain S.L.
    • lowcosttravelspain@smith.williamson.co.uk
  3. Hoteling.com part of Lowcostholidays Spain S.L.
    • lowcosttravelspain@smith.williamson.co.uk
  4. Lowcostbeds.com A.G.
    • lowcosttravelswiss@smith.williamson.co.uk

Who can apply for a chargeback?

  • Customers who are due to travel
  • Customers currently on holiday

Customers who are due to travel

If LCTG has not passed your payment to the relevant service provider, you are entitled to apply for a chargeback for the original cost amount of any of the following items:

  • Flights
  • Hotels
  • Transfers
  • Parking
  • Car hire

If LCTG has failed to pay the service provider (such as your hotel or airline), you should contact the service provider directly, as you may need make a new booking.

If LCTG has passed your payment to the relevant service provider, then the Bank assumes that the relevant service remains valid. In this case, you do not need to apply for a chargeback. However we recommend that you contact your service provider to confirm that your booking remains valid.

 

Customers currently on holiday

Flights will remain valid.

You may be required by your hotel, transfer suppliers and car parking suppliers (if you have booked these services) to pay them locally. If you have to pay them, you can apply for a chargeback as outlined below.

 

I can apply for a chargeback on which cards?

You can apply for a chargeback on all MasterCard and Visa Cards (credit and debit). These are covered under MasterCard/Visa chargeback rules for liquidation cases.

 

How can I apply for a chargeback?

We can only process chargebacks for transactions that appear on your account as “Low Cost holidays”.
If you made your booking through a travel agent, it will be protected through an Air Travel Organisers Licence (ATOL). Therefore you need to contact your travel agent. You can get more information at:
https://www.caa.co.uk/ATOL-protection/Consumers/Information-on-Low-Cost-Travel-Group

 

What documents do I need?

To apply for a chargeback, you will need the following:

  • A copy of the invoice and booking details you received from Lowcostholidays;
  • Any other relevant documents, such as a communication stating that your booking is not valid and that you need to rebook and directly pay the supplier (such as the hotel or transfer);
  • Cover letter stating what you are claiming for, including your 16 digit card number, name, address and phone number.

Please send us copies only. Do not send us original documents.

If you include your mobile number on the documentation sent to us, we will send you a text message to confirm that we have received your application.

Please send all the documentation to:

Bank of Ireland Chargebacks department
PO Box 365
Dublin 18

 

When will I get my refund?

Once we received all the required documentation, we will process a chargeback and you will your refund will appear on your card within 5 working days.

Review my Balance and Transactions

 

Current Accounts and Deposit Accounts:

If you are registered for Banking 365, you can retrieve your Account Balance and Transactions by doing one of the following:

  • Log onto Banking 365 on the Mobile App, Tablet App or through a Web Browser (www.365online.com).
  • Dial 0818 365 365 and select Option 1 for Account Enquiries (A Balance can be retrieved in this sub menu by selecting Option 1 and Transactions can be reviewed by selecting Option 2). To avail of this service you will need your Account Number and your Banking 365 PIN.

Please note: If you are not yet registered for Banking 365, please call our Digital Activation Team on 1890 365 500 who will get you set up within 5 minutes

If you are registered for Banking 365 but the account you want to view is not visible, please logon to Banking 365 through a Web Browser and click on the ‘Service Desk’ option and ‘Add an Account’.

Credit Card Accounts: 

If you are a Personal Credit Card customer and are registered for Banking 365, you can retrieve your Credit Card Balance and Transactions by doing one of the following: 

  • Log onto Banking 365 on the Mobile App, Tablet App or through a Web Browser (www.365online.com).
  • Dial 1890 251 251 and select option 4 ‘For all other credit card enquiries’. To avail of this service you will need your 16 Digit Card number and your Banking 365 PIN available.

Please note: If in addition to your Credit Card you hold a Bank of Ireland Current Account or Deposit Account and are not yet registered for Banking 365, please call our Digital Activation Team on 1890 365 500 who will get you set up within 5 minutes. 

Important: To ensure we can provide a fast and efficient service for all our customers we kindly ask that you use the above guidelines to access your Balance and Transactions and contact us by phone where you need to query or dispute the balance or transaction on your account. 

Order a Statement on my account

 

If you require a statement for your Current Account, Demand Deposit Account, Term Loan or Credit Card account – why not sign up for eStatements using 365!


It is straight-forward, quick and easy to switch from paper to eStatements.  They are available on www.365online.com and on the 365 Tablet app (but not the Mobile App).

To order a copy of a paper statement of your Current Account or Demand Deposit Account; simply log on to 365 Online at www.365online.com (You will need your User ID & Banking 365 PIN to log in). 

To complete the process of ordering a statement please follow these steps.

  1. On the 365 home page, you will see a link to the Online Service Desk on the right hand side of the screen.
  2. Once you select this link, you will see a list of services offered via the Online Service Desk.
  3. Select the option to ‘Order Duplicate Statements’ and complete the statement order form. 
  4. The statement will issue to the postal address we hold on file for your account in 5-8 working days.

Please note that there is a charge for duplicate Current Account paper statements of €3.80 for the first page and €2.50 for any page thereafter. As statement length differs depending on the volume and type of transactions, we are unable to confirm the exact cost of your duplicate paper statement.

To order an up to date paper statement for your Current Account or Deposit Account, simply call 0818 365 365, using our Customer Phone Menu select Option 1 for ‘Account Enquiries’ and then Option 5 for ‘All Other Services’. You are then presented with a further three options; select Option 1 to ‘Order an up to date statement of your account’. Please note that in order to use this service you will need your 8 digit account number and your Banking 365 PIN. The statement will issue to your postal address on file and you will receive it within 3-5 working days.

Please note: If you are not yet registered for Banking 365 please call our Digital Activation Team on 1890 365 500 who will get you set up in only 5 minutes. 

View or Cancel Direct Debits on my account

 

To view your Direct Debits on your Current Account, you can log in to 365 Online through a Web Browser or your 365 Tablet App.  If you would like to cancel a DD, please log on to www.365online.com through a web browser or alternatively refer to https://personalbanking.bankofireland.com/help-centre/product-queries/personal-banking/sepa/#q637 which contains various options about cancelling a SEPA Direct Debit, and other useful information regarding Creditor ID’s, Unique Mandate Reference (UMR) and all the other information which you will need in order to cancel.

View/Cancel Direct Debits using 365 Online through a Web Browser: 

  1. From the 365 Home page, select the Statements option from the left hand navigation menu & select the ‘Recent Transaction’ tab. 
  2. Select the account you wish to view from the dropdown menu and the ‘Advanced’ link on the right hand side of the screen. 
  3. You will be presented with a dropdown filter menu allowing you to filter your account by ‘Direct Debits/Credits’ to see a real-time view of the Direct Debits debiting your account.
  4. If you wish to cancel one of your DDs, you can do so by selecting the ‘extend data’ icon to the left of the DD, and selecting cancel.

View Direct Debits using the 365 Tablet App:

  1. From the 365 Dashboard, tap on the Current Account you wish to view your Direct Debits on and you will get an expanded view of your account. 
  2. At the bottom of this expanded view screen, you will see a ‘Search’ option. 
  3. If you select this ‘Search’ option, you will be presented with a dropdown filter menu of transaction types.
  4. You need to select: ‘Direct Debits/Credits’ to display a real time view of your Direct Debits.

Notify you that I am planning to travel abroad

 
  1. If you are planning on travelling abroad with your credit card and want peace of mind, the easiest way to notify us is by logging into Banking 365 through a Web Browser and selecting the Online Service Desk.
  2. On the next screen select ‘Credit Card Travel Notification’ from the dropdown list.
  3. Complete the form that presents and you are all set.

Please note: you can also include your Debit Card details here for Travel Notification and we will also update them accordingly.

Order Foreign Currency

 

If you need to order foreign currency it is best to order in advance to ensure we have the currency in stock for you. Here are some helpful links to research the costs:

When you are ready to order, please click on the below link to make your request

Order Coin

 

If you need to order Coins to collect from your local branch, please click on the link below to place your order

Coin Order Form

Book a Branch Appointment

 

Booking an appointment to meet someone at one of our branches is easy; simply click on the link below and complete the appointment request form and we will call you back to confirm.

Book an Appointment in a Branch

Change my Address

 

Please note we cannot process requests to change address over the phone. 

For Personal customer there are two ways by which you can complete this request. Either by logging into Banking 365 and submitted this request or by printing off a change of address form and either posting it to the branch or dropping in with the completed form.

For business customers, please contact the business advisor in your branch.

Change Address through Banking 365

  1. If you are registered for Banking 365, you can submit the address change by logging into Banking 365 and selecting the Online Service Desk. Please note: Mobile registration is required to complete the request online.
  2. In the dropdown box on the next screen select the option ‘Update Postal Address’.
  3. On the next screen select the account that you wish to change and on the following screen enter the new address and then select continue.
  4. You will receive an email outlining the requirements in order to complete your change of address request.

Change Address through Post or Branch

If you do not have access to Banking 365 please call 1890 365 500 to register and then you can submit your request on-line. Alternatively, you can print out the Change of address form and post it to PO Box 365 Dublin 18 or drop it in to your local branch. Please bring proof of the new address with you and include it in the letter that you post in. 

Get my Pin reset on my Card

 

Debit Card PIN Blocked

If your Debit Card PIN is blocked at an ATM, please note that the PIN will reset overnight and will work as normal the next day.

If your Debit Card PIN is blocked at a point of sale, you will need to unblock it at a Bank of Ireland branch ATM.  To do this, please put your card into the ATM:

  1. On the menu select ‘Other Services’ and then the option to ‘Unlock PIN’
  2. You will be asked to enter your PIN.
  3. Your PIN is now unblocked 

If however you have forgotten your PIN, please call 0818 365 365 and select Option 2 for Debit Cards where an advisor will help you by posting out a PIN reminder.

Credit Card PIN Blocked?

If your PIN on your Credit Card has been blocked it is easy to get this unblocked. Put your card into any Bank of Ireland branch ATM:

  1. On the menu select ‘Other Services’ and then the option to ‘Unlock PIN’
  2. You will be asked to enter your PIN.
  3. Your PIN is now unblocked 

If you have forgotten your PIN please call 1890 251 251 where an advisor will be able to help you by sending you out a PIN reminder by post.

Order a Bank draft

 

We do not take orders for Bank drafts on-line or over the phone. If you require a Bank Draft please drop into any Branch of Bank of Ireland and our advisors will assist in getting this for you.

Please note however that we no longer provide a bank draft service for transactions under €500.

Get my BIC/IBAN or the BIC/IBAN for a payee

 

The BIC and IBAN is a unique code which identifies your Bank Account and is used to make payments into your bank account. If you are making a transfer of funds to another bank account you will also need the BIC and IBAN for the account you are sending the money to. In simple terms the BIC is a code that states which Bank it is and the IBAN identifies the account in the bank. For Bank of Ireland the BIC is BOFIIE2D for all of our customers.

It is easy to get your BIC and IBAN; it can be retrieved as follows:

Current / Deposit Accounts

1. It is on your Statement

2. It is available when you log into Banking 365

3. You can use the BIC/IBAN calculator (you will need your Bank Account Number)

Credit Cards

The BIC and IBAN numbers are the same for all Bank of Ireland Credit Card accounts and are as follows.

BIC: BOFIIE2D

IBAN: IE46 BOFI 90153899943016

Mortgage Accounts

The BIC and IBAN is the same for all Bank of Ireland Mortgage accounts and are as follows:

BIC: BOFIIE2D

IBAN IE16 BOFI 900033 99947703     (for Bank of Ireland Mortgages)

IBAN IE37 BOFI 900017 10023898    (for ICS Mortgages)

Sending Money to a 3rd parties account

If you know the sort code and bank account number of an account that you wish to send money to you can use the BIC & IBAN Calculator to convert this into a BIC & IBAN.

Report a fraudulent email that I have received claiming to be from BOI

 

Bank of Ireland does not send emails or text messages requesting customers to confirm any account or password information.  We also do not send emails advising to fix your account by clicking on a resolution link.  If you have received an email claiming to be from us, please do not click on any links contained in the email.

Emails of this sort can be forwarded to 365security@boi.com.    

If you have clicked on any links on the email, your computer may be compromised and we strongly recommend you run anti-virus software on your computer and do not access any online banking until your software confirms your computer is clear from viruses.

We strongly advise contacting Banking 365 on 0818 365 365 (ROI customer) or 0345 736 5555 (NI/GB customer) as soon as possible to change your 365 PIN and to discuss if you need to have your bank cards cancelled, depending on what information has been entered on the fraudulent website/link.

Query a transaction on my account that I donít recognise

 

The description on a debit card transaction will appear as ‘DEBIT CARD’ until the retailer processes the transaction in full.  After this, the description will change with more information.

If after this updates you still do not recognise the transaction or are concerned, please let us know and we can advise you on what needs to be done and can also arrange a cancellation of your card, if necessary.

Please note: SEPA Direct Debits will update with the company name the following day after they are deducted from your account.