“PTSB Customer Service Fails Customer and Sparks Outrage”

In an age where customer service is paramount to maintaining a strong reputation, it’s bewildering to think that some companies seem to be missing the memo entirely. It’s even more disheartening when such a company is supposed to be responsible for safeguarding the financial futures of its customers. Unfortunately, this seems to be the case with Permanent TSB Bank (PTSB) – a financial institution that has left many customers baffled by the lack of help, humanity, and basic customer service. In this article, we’ll explore some of the reasons why so many customers are feeling abandoned by PTSB and what it means for the future of the Irish banking industry.


A reader named Pauline recently sent an email claiming that basic customer service within PTSB does not exist. After making a mistake while paying bills online, Pauline contacted PTSB to resolve the issue, but multiple attempts to get her money back resulted in no progress. She contacted AIB and 3 in hopes of resolving the issue, but to no avail. After going into a branch, Pauline was told that Open24 in PTSB was the only way to resolve the matter. The complaints team eventually responded to Pauline, stating that PTSB had followed protocol and couldn’t do anything further. Pauline was shocked by the lack of help, humanity, and basic customer service provided by PTSB. Upon receiving this email, PTSB issued an apology and offered a gesture of goodwill towards Pauline. PTSB followed SEPA Rulebook procedures for the industry, but the recall request was still rejected by AIB, and the beneficiary account is now being operated by Three Ireland. PTSB recommends that Pauline contacts Three Ireland to resolve the issue.


In conclusion, the experience shared by many customers of Permanent TSB is truly disheartening. The lack of help, humanity, and customer service is unacceptable and demonstrates a failure on the part of the financial institution to meet the needs of their customers. While the reasons for this failure are not clear, it is important for institutions like Permanent TSB to understand the value of quality customer service in building lasting relationships with clients. As customers, we deserve to be treated with respect and dignity, and it is up to us to demand accountability from these institutions to ensure that our needs are met. We hope that by sharing these experiences, we can inspire change and help create a better, more customer-focused banking system for all.