AIB Reviews 

Simply AWFUL!!

Called so many times and can never get to speak to someone, despite being on hold for up to an hour before having to hang up. Simply the worst customer service line I've ever come across.

Very poor customer service at the AIB Dame Street branch.
On 25/09/2026 after 1pm, we visited the branch to get coins for our business using our AIB business account. We were refused straightaway and told we must email in advance before coming to collect coins, which is very inconvenient for a business.
We pay bank charges on time, so we expect a reasonable level of customer service. Unfortunately, the staff at the Dame Street branch were particularly rude and unhelpful. Very disappointing experience

Branch telephone number generated from Google search is not correct. Greeted by very unfriendly & unhelpful call operator, who did everything possible to prevent me from getting in contact with the named person I asked for, continually put me on hold and refused to answer questions. Gave the impression her job was to frustrate & block me. I was forced to hang up after being left on hold.

I have been trying to close out a fund I set up years ago (which has since been transferred to Irish Life)since July To even get an appointment to discuss this seems to be a bridge too far - they didn't return calls, and when I escalated my complaint, they shuffled me around (offering me an appointment in the centre of Dublin when I specifically chose local branches more convenient to me. I ever so inconveniently developed a major health issue, so when they finally contacted me, they blithely ignored my request to leave me a voicemail - it seems the customer is supposed to be at their beck and call, never mind that they could be in an MRI scanner or on the operating table.
Post op, I can't take calls, as I am recovering from oral surgery (which I told them about in an email). Do these shining examples of compassion and empathy undersand that? Noooo, they leave me voicemail messages and ask me to get in contact with them (by phone)
I HATE this company. I just want to close out my account and get away from them, but they are holding me and my money hostage in my vulnerable state.

The app is just too slow compared to the old one

It has become the worst bank in the world! What about the new app, what kind of nonsense is that???? I can't transfer money between my accounts because it asks me to verify the validity???!!! I don't see the debits coming to my account?! I can't send money to contacts?! Three-month compensation €45 because you will charge me for what I buy online or contactless via mobile phone with my own money! Disaster! Are you reading this at all, your review is less than 2?!

This is aimed at the new App. It is really not very good and seems not to have been tested in the real world. Making a payment is confusing and took ages to configure the necessary details. The old system was much easier and more logical. The Android App also crashes every time I use it. Not good enough.

The worst customer service experience I’ve had. I waited on the line for over an hour before an agent finally answered, only to be incredibly rude. Before I even had the chance to explain my issue, I was placed back on hold without any explanation or even being asked to wait.

I’m writing this while I’m still on the line — it has now been 1 hour and 10 minutes, with complete silence on the other end and absolutely no indication that anyone is still there.

Extremely frustrating and completely unacceptable customer service.

The new AIB app has one of the worst account recovery workflows I’ve encountered in banking.

After the update, I was effectively locked out because I no longer remembered my 5-digit PAC. There was no practical alternative sign-in method such as SMS/email verification or face recognition verification.

The recovery process then becomes a complete loop that leads to no where: resetting the PAC requires other credentials, retrieving those credentials can lead back to PAC verification, and even calling AIB sends you through an automated phone system that repeatedly directs you back to the same self-service options. I tried multiple numbers and routes and still could not reach an actual human agent.

The ID verification option was equally unhelpful, as the passport scan repeatedly failed.

What makes this particularly painful is that I received no meaningful warning before the app update that access could depend on credentials many existing customers may not have used or remembered.

For a banking app, account recovery should have clear, independent fallback methods — SMS verification, verified phone support, or another secure route that does not depend on the credential you are trying to recover.

Instead, AIB has designed a circular recovery workflow that can lock legitimate customers out of both their banking app and payment authentication. Astonishingly poor UX for such a critical service.

I would give AIB zero if I could.
Their new app is rubbish.
Their cashless branches are rubbish and the people operating them have no idea what they are doing & don’t follow up on customer service.
Abi is a waste of time as she cannot answer basic queries
Bring back the old app which was so easy to navigate.

In order to open an account, you have to send an online form, after which they call you within 24hrs and then schedule the meeting at one of the branches. But look out - not every branch is able to solve every issue, and also if you miss the call - tough luck, you have to send the form again. My wife answered the call and the call disconnected in the middle of the conversation - they never call back :) THis bank is a JOKE. I cant set up an appointment to open an account for a week. In the 21st century they dont even have an online booking system in place, they rely on a form that you send after which maybe they will call you back or maybe not!

Oh yeah and the best part! My wife visited a branch in person to schedule an account opening appointment. Turned out that the Carrickmines branch doesnt open company bank accounts!! They advised us to go to Dun Leoraigh in person. In person to schedule an appointment that is - because in 2026 they cant contact them or schedule an appointment there, NOPE, we need to physically go there to schedule an appointment and then wait a few days for that appointment. Also when my wife asked the AIB employee (the male greeter) what the that branch's working hours he said she should check the internet. THIS IS RIDICULOUS! ABSOLUTELY DISGRACEFUL

AIB customer service has become absolutely shocking. I contacted them 3 times this morning regarding the new app. Unlike the old app it wont let me make sepa payments as it informs me I'm not in Ireland. I live a mile from the invisible border and have had an AIB account for 25 yrs. First agent I spoke to told me to do it via Revolut - I dont think she appreciated the irony in that. Second agent refused to progress our call as I stated I lived in the north of Ireland and he informed me that was not my country. Finally spoke with the supervisor who told me to try again tomorrow - I informed her I was going to close my account and she said that is fine. Altogether it was text book customer service! I should have changed my bank years ago, their customer service is truly beyond words.

Can't praise highly enough fraud team at Aib customer services was scammed of significant amount recently and had my funds recovered in 24 hours

The new Aib app is terrible.
Ever here of the saying....if it's not broken don't fix it!
To much nonsense on it.
Why get rid of the quick blance that was on the old app?
That was the best feature of the app.
Maybe ask your customers what they want before you change something.

I spoke to a wonderful chap Adam today on online banking, extremely kind and helpful many thanks again Adam Teresa

The new app from AIB is beyond dreadful and useless.

It is 10 times worse than the rubbish it was before.

Revolut will continue to eat them

Did they even ask a single AIB customer what they thought?

I can't believe how bad it is.

The aib app won't even let me out my code in. It's just frozen I've done all the troubleshooting. Useless

Mammy is 93 deaf and in wheelchair.While I was out shopping for her,the ATM machine took her card in because I didn't take it out quick enough.Wanted to apply for a new bank card for her Phoned the helpline but they wanted to speak to her.Told them she was deaf.Told me to take her to local branch (Meadow Bank Derry).With great difficulty got her there and thought I got it sorted.They photocopied her passport and a household bill and I was assured that if something this simple happened again that she would not have to be brought to bank.Applied for card on Friday 28th August.On 7th of September phoned local branch again to see if they could find out about card as it had not yet arrived.Told me they needed to speak to her (deaf) then proceeded to tell me I would have to bring her back into the branch.They have all the appropriate documents on file.All I needed to hear was that they would check give me a yes or no and let me know that they would reorder it for her. No empathy from this bank what so ever.

their payment system doesn't work I can't buy stuff online, I get locked out of my account 6 times per year, this might be the worst bank of all time

Making a payment is very frustrating not getting the message to confirm payment so I have to pay via revolut