AIB Merchant Services Avis 97

Shocking service to say the least!
phoned tech support for insight team:
4.11.21 case opened 35 minutes on call
16.11.21 called again spoke to Irene who opened another case..for same issue...why I Don't know?
14.12.21 called again spoke to Irene who would not continue call as she said I did not pass security
14.12.21 phoned again and spoke to Megan went through security AGAIN to raise a complaint transferred to Aideen 19 mins 50 sec... still no resolution to my query 3rd case opened!
Now 3 cases opened..no further on...extremely USELESS

Nearly two weeks since we did an event - still not a penny paid to our bank account. Can’t pay suppliers or staff - total disaster.
If you value your business - look elsewhere

STAY STAY STAY AWAY...18YRS with them..my personal bank manager was a star throughcovid..but could not help me on the mercant service side...4weeks endlessly sending and leaving messages to try and cancel my account...no reply...still getting invoices
And I know I'll end up(because of small print) still be liable to pay for the service...even though I have cancelled EVERYTHING..

My experience with AIB.havw always been cordial.Depending 9n the person you are dealing with.I find now very difficult as most are working from home,there dows not seem to be any communication.However I did have a few issues recently with Merchant Services who I understand are based in UK.I find them very unsatisfactory. They don't seem to realise we are in a pandemic.( No understanding whatsoever) The Good thing is Stephen Rochford came to my Rescue and Redeemed AIB.Thank you Stephen A I B.should employ more people like you.You are Brilliant! Thank you Stephen!!!

Allison was very helpful, great to talk to, and really funny.

Dreadful company to deal with - even by bank standards.

Not only are they an absolutely abysmal service to deal with but they when you dont what they want you to do they come up with mystery €500 fees which dont even exist.

In the end we had to go to the financial ombudsman to get them dealt with - which can take a long time but important these low lives are held to account.

The WORST WORST customer service you will EVER find in your life for your business. No one ever gets back to you, no one returns emails, no one cares about you.
STAY AWAY FROM THIS COMPANY!
You have been warned!!!!

If I could give this a minus figure I would, incredibly unhelpful. Cannot get through to helpdesk, cannot get a virual callback. The email response took a week and was a generic useless response which did not even ask my problem. My next question is when is my contract up !!!

I would not recommend this company. I have had similar problems to those encountered by other company comments, mainly the deduction of fees at source (each card transaction before it goes into the bank) which means reconciliation of individual transactions with your bank statement is impossible! How any card company can see this as something their customers could work with is beyond me. They advise you to get their Insights report which will apparently help but this is just causing HUGE additional work which is completely unncessary. Small companies more than ever need to be on top of their accounting just now and to have this huge unnecessary stress is shocking. I have asked for it to be stopped but apparently it can't be. The only reason I can see it's been implemented is in case companies go bust that AIB have covered themselves... shocking! I will be leaving a separate review for Card Saver who I'm with and who I have my AIB contract through as I've approached them re this too.

Absolute shambles these guys are. The customer care is diabolical. I now have an FCA complaint in on this company which will be followed be legal action.

I’ve called everyday for one month to speak to a manager as they consistently withhold my card payments way past the agreed times, offer no statements and are constantly charging.

Stay away from this company at all cost.

During the COVID pandemic, AIB took a one-sided decision to create a hugely complicated system for their merchants to ensure they get their money after each transaction instead of waiting to be paid at the end of the month by businesses that are presumably struggling for cash.

They claim to have written a letter regarding opting into this system, but that never happened and now they are refusing to change it, leaving us a nightmare in reconciling our accounts while they deduct 5% from every transaction.

As other reviewers mentioned, they charge a monthly fee for PCI compliance, in our case nearly £10, but you have to log in yourself and complete all the forms anyway. We are now looking at an alternative where there are no PCI fees and all the technicalities of compliance are taken care of for us. If they do not fix this mess with the fees, we will move to a different supplier as soon as we are able to.

It is very clear that they are trying to help themselves with the new way of collecting fees and not small business as they claim.

This is a sham of a Bank. Trying to extort money out us for PCI compliance (which we alreadypay Elavon for) customer services disinterested, just offering to close the account if I dont like it. then they leave you on hold, tranfer you to the wrong department and eventually hang up. For your sanity I'd suggest you avoid. And I am a customer of 15 years standing!

This is the worst merchant services! Poor communication, poor equipment and poor services. I can't even describe the amount of trouble that we went with them through the years with them! We lost money, health and time with them. We never wrote a bad review for other businesses as we know how hard it is to run a business but, in this case, we do feel the need to alert other businesses. Please don't use this company for merchant services, they are the worst.

During Covid 19, we needed to refund one of our customers via credit card system. We have the money in the bank to do this. However, we got a call from AIB Merchant Services to say they can't process the refund because we have not processed same amount or more in one week through them in order for them to pay OUR customer ! I explained that we have the money in our account so what is the problem ? Why can they not request the amount from our bank and put it through their system? When I said that I would just refund our customer myself by getting the BIC and IBAN, she said that I can't do that now as it is "hanging" in Merchants system and has to be paid. I had to put the amount into Merchant's account in order for them to pay my customer. What is the point ?? Appalling and it really shows them up for what they really are.

Just moved to AIB from Worldpay.
Commission on EFT transactions approx. one third of Worldpay charges
Saving my company £3000 per annum.