There are growing complaints about Butterfield Bank’s revamped online banking system and customers struggled a second day to get through to the call centre.One customer got a shock when they tried to reach Butterfield Bank on the main number 295-1111 yesterday, and got the following response: “We are sorry the number you have dialled is no longer in service.”Butterfield Bank yesterday acknowledged customers were having difficulty getting through to the call centre a second day, assuring that it was working to resolve the problem.A spokesman for the Bank apologised for inconvenience to customers, noting the call centre staff had been increased to more than 40 associates ahead of the launch, and the hours extended to 8pm.The spokesman added that “with very few exceptions”, customers’ payee information had been successfully moved from their Butterfield Direct profiles to their new Butterfield Online profiles.But more than a dozen customers complained on our website yesterday about phone lines crashing and a variety of glitches from being unable to access accounts, to accounts not showing up.Beez Evans said he was in the British Virgin operating boat charters and had been locked out of his accounts and could not pay his staff.“Incredibly inconvenient,” he said. “I have been able to reach several employees at the bank, but not one that can resolve the issue.”Another customer said he had logged on to be confronted by an “outstanding” car loan balance of almost $14,000,00 which he said had been paid off more than five years ago.Customer George Sutherland, who operates an after-school care centre, told The Royal Gazette he had made more than 20 calls to the bank as he tried to retrieve payee account details that had apparently been lost in the system upgrade.“It’s the customer service I’m really upset with,” Mr Sutherland said. “I’ve made 22 phone calls and I was cut off ten times. When I did get through I was fobbed off with excuses. They told me it was being taken care of and they would call me back.“I run a business and I don’t have access to pay my staff.”Schools also appeared to be having issues.A staff member in student billing at Saltus wrote to parents saying the online banking service changes had “affected the payments we have received from any Butterfield customers from what looks like yesterday’s date November 14th onwards.She urged parents to send e-mail confirmations of their payments to be sure they were noted.She added, “At the moment no student or parent names are showing on the banking transfers; only Butterfield accounts numbers.”“DeeCee” told The Royal Gazette they called on Monday ten times before finally getting through to see why “my online account no longer showed my credit cards”.“I gave every piece of information asked for plus the credit card numbers (to the rep) ...” DeeCee said. “Today I checked again, nope the credit cards still don’t appear. I went through the whole damn process again and even got the ‘we are sorry the number you are calling ...’ message, eventually a very helpful lady answered took down my credit card numbers again and promised to deal with it straight away.”Customer Carole Harrison Havercroft said on our Facebook page that two of her accounts had not shown up and she had to pay her credit cards. She said she also had difficulty getting through to a call centre rep.Butterfield Online replaces Butterfield Direct as the bank’s Internet banking platform. It went live on Sunday afternoon.Responding to the latest complaints, a Butterfield Bank spokesman said yesterday: “We anticipated and are prepared to handle the increase in call volumes. We, in fact, proactively increased the number of customer service associates working in our local call centre by a factor of four and extended the centre hours until 8pm.“We will maintain that staffing contingent as long as necessary to ensure all our customers’ queries are effectively resolved in a timely manner.“We are aware that some customers have had difficulty getting through to our call centre (Monday) and today (Tuesday), as a result of intermittent problems with our telecommunications servers. This is unrelated to our systems conversion and we are actively working with service providers to resolve the problem. We thank our customers for their patience and apologise for any inconvenience they are experiencing.”.For customers who couldn’t find their saved payee, or funds transfer/bill details, the bank said: “With very few exceptions, customers’ payee information was successfully migrated from their Butterfield Direct profiles to their Butterfield Online profiles.“Customers should note that they must first select the account from which they wish to pay/transfer funds using the ‘Select Customer’ drop down box in order to see the associated list of payees/beneficiaries. With respect to transaction histories, customers can see ten months worth of transactions they performed in the old Butterfield Direct system under the ‘Legacy History’ tab.”The spokesman added: “If customers are having difficulty, we recommend that they review the indexed virtual tours of the new Butterfield Online on www.bm.butterfieldgroup.com/preview. We can also assist them directly in any of our Banking Centres.”