AIB Omdömen 

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

Asked to raise the credit limit on my visa card to make a specific payment but due to having exceeded my limit by 3% this month I was repeatedly told - I can put an application through but it will come back refused as you have exceeded your limit. Considering that the limit was set over 40 years ago and that the card has always been paid in full each month, I would have thought that even a one off increase should have been possible. Unfortunately, it was like speaking to a machine that had a list of questions and answers. First Trust were always able to arrange a one off substantial payment. Zero points for helpfulness aib!

The new app is a TOTAL DISASTER banking with them for 10byears because of the new app i was literally forced to open a bank of ireland account. Impossible the new app you can't find your card details anymore and anywhere in the app,if you make a transfer they ask 3 different security regulations ridiculous one is face biometric and pin you can't find anything in the app horrible literally horrible

Very poor customer service and no effective communication

I am extremely disappointed with the service I have received from AIB. The customer service was very poor, the staff member who dealt with me appeared inadequately trained, and I was given little to no useful information about my problem.

I contacted AIB because I only wanted to correct my name on my payment card, as it is literally spelled incorrectly. The staff member who assisted me told me that this could not be done and that I would have to wait for the issue to be resolved.

It has now been more than two weeks, and nobody from AIB has contacted me regarding this matter. I still cannot use my card, my account/funds are effectively restricted, and I am unable to access and use my own money normally.

What is particularly frustrating is the complete lack of communication. I should not have to repeatedly chase a bank simply to correct an error on my payment card. I find it unacceptable that a bank of AIB’s size cannot resolve such a basic issue or even provide its customer with an update.

I expected much better from AIB. The service I have received so far has been extremely disappointing, and I hope this matter is finally taken seriously and resolved without any further delay.

I had a great customer service experience today with AIB home insurance. Last week I spoke to someone who was not as helpful. It makes a huge difference.

absolutely HORRIBLE. Everything has to have a double ended meaning or loophole with this bank. I wish I picked bank of Ireland over AIB. The aib app is constantly down and unnecessarily difficult to log into. They not only require you to scan your passport about a million times but they want you to take a selfie that DOES NOT EVEN WORK HALF THE TIME!!!!!! I’m so fed up with this bank and the amount they charge for such a bad experience is disgraceful. They are backwards and not modern at all.

I wouldn’t even give it one star. Went into the aib bank to discuss an issue with my loan. Put me on to the phone with one of the loan team and he sounded absolutely intoxicated. Barely able to string a sentence together and unable to respond back to me when I asked questions. Completely unacceptable behaviour. I have still not sorted my issue. Terrible customer service

I reviewed this App previously and rated it a one star. After a time wasted morning today trying multiple times to confirm my home delivery Tesco grocery shopping payment on the AIB App, it was so unresponsive that my payment kept timing out on the Tesco side, it is beyond frustrating and If I could rate it a zero at this moment, I'd do so.

I would give a 0 if there’s an option!
This bank is an absolute nightmare!
Opened the bank account end of July online verify by the agent on the video call and I’ve been told I don’t need to do anything else just wait for the paperwork by post!
2,5 weeks later went to the branch in Clane and asked to have a look at it because I didn’t receive anything by post or email whatsoever.
The very rude man at the desk said my account is never been opened because I have to identify myself and he wants a proof of address too!
I have asked why the bank didn’t send me anything regarding this issue he is became very rude and keep over talking me and trying to make me feel stupid as he said I definitely receive the email as they always send out!
When I said 3-4 times I didn’t receive anything he’s became even more rude so I just said cancel the account and I’m going to another bank!
Very rude customer service no wonder why they have only 1* reviews!
Avoid 💯