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Butterfield customers complain of problems with new online platform

Customers are still struggling with Butterfield Bank’s revamped online banking system with a business owner claiming he can’t access his accounts to make transfers and no one at the call centre has been able to help him.

Another woman contacted us to say when she tried to make a credit card payment it came out of her account twice and she’s still out of pocket the money, and can’t get anyone to help her.

“They have taken double the money out! What if I needed that money to pay a bill?,” asked the woman, who didn’t want to be named.

Mr Powell, owner of Bermuda Breads Ltd, complained: “They have done nothing in a week since it was launched. I have six accounts and I still can’t access two. And when I call the main number I get told it and some other number is ‘not in service’. When I do get through I have to wait 20 to 25 minutes for someone to answer. As a business owner I don’t have time to wait that long. I wasted an hour of my day last week calling Butterfield to get someone to help me.”

He said he was told by one rep if he wanted to do a wire transfer to bring in a cheque and do it that way.

“I thought the idea of online banking was to get rid of the cheques!” Mr Powell said.

A Butterfield Bank spokesperson yesterday acknowledged there were still problems with the system, which was launched a week and a half ago.

”As with most major conversions, we have experienced some post-go-live technical issues, and there have been brief periods during which the Internet banking system has offered limited availability or been offline for maintenance,” the bank said. “We thank our customers for their patience and understanding as we continue to tweak our systems and work to ensure that Butterfield Online is available and performing well.”

The spokesperson added that Butterfield Online “differs substantially” from the previous Butterfield Direct in terms of its login process, navigation and transaction flows, and questions from customers about how to use the new system have accounted for a large number of calls to the local call centre.

“Online tutorials regarding how to conduct various transactions using the new system are available on www.bm.butterfieldgroup.com/preview,” the bank advised.

“We acknowledge that there have been some instances of accounts/templates missing from customers’ online profiles and we are addressing those incidents in a timely manner. We ask that customers contact us on 295-1111 at their earliest convenience if they have questions about Butterfield Online or their online account views. We have a large team standing by to help and we can usually correct any issues very quickly.”

The expanded call centre has been kept open until 8pm since the launch, the bank noted.

Mr Powell said what was “most annoying” to him was when he does get though to someone in the call centre, they have access to the old system.

“Why can’t I have access to the old system?” he demanded. “Butterfield needs to take down the new system and let us have the old system until it’s running smoothly.”

Butterfield Bank: Some customers having problems with new online system

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Published November 23, 2011 at 1:00 am (Updated November 23, 2011 at 8:44 am)

Butterfield customers complain of problems with new online platform

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