COVID-19
FAQs

Here are some FAQs to help you through uncertain times.

These will be updated regularly with the latest information and guidance.


Customer & Staff Support

Will EBS be closing offices?

EBS is currently fully operational. We are taking all measures to ensure minimum disruption to our services as the COVID-19 situation develops. We plan to keep our network open to support customers and are assessing it daily as the situation evolves. Customers have access to daily banking 24/7 with our online banking application which allows them to view transactions, transfer money between accounts and make payments to defined beneficiaries.

How can I withdraw cash if I am cocooning and can’t get to the office?

If you are cocooning and unable to visit an office you can have a trusted family member or friend visit for you. Simply download the form, complete it and have the person you trust take it to the office. We will phone you to confirm before we process the transaction. The form is available to download here.

What is EBS doing to keep customers and staff safe in offices?

We have increased the cleaning of our offices in line with HSE recommendations. We have also set aside the first hour daily (10am – 11am) for our vulnerable customers and ask all customers to respect this.

To maintain social distancing we are limiting the number of customers who can come into our Offices at any one time. This may result in some customers having to wait outside for a while.

We thank you in advance for supporting these initiatives to protect one another.

I am concerned about who is controlling my money.

If you suspect that some fraud has happened on your bank account or you see unusual activity on it, contact us immediately on 0818 654 322 / 00 353 1 665 8000 (Mon – Fri 9am – 5pm).

We understand that people often have to depend on family or carers for managing their money.

But that can make people more vulnerable to financial abuse. If you are worried that someone else might have control over your money without your permission, you can ask us for help. If you are concerned that a family member or friend has lost control of their money to someone they don’t trust, please let us know.

What do I do if I receive a suspicious email?

Be on your guard for suspicious activity on your PC. If you receive an email pertaining to be from EBS or from an unrecognised source, do not open the mail as this may be fraudulent. Do not click any links, open any attachments, or enter your personal details on the suspicious email or on a suspicious website or pop-up.

Please forward the mail to us at alert@mail.ebs.ie and then delete the email.

*Please Note: Do not include any Account details or general banking queries. Please be aware that we cannot accept account instructions via e-mail.

Need extra help with your banking?

In this difficult time, we know some of our customers may not be familiar with managing banking from home or may feel vulnerable. We have a dedicated team here to help. Just click here to find your local EBS office.

Someone close has died, what do I do?

Our Bereavement support team are here to help. They will be your single point of contact. For support, click here


General Support

How can I withdraw cash if I am cocooning and can’t get to the office?

If you are cocooning and unable to visit an office you can have a trusted family member or friend visit for you. Simply download the form, complete it and have the person you trust take it to the office. We will phone you to confirm before we process the transaction. The form is available to download here.

My EBS savings account is Dormant, what do I need to do to re-activate it?

We know that some of you may have dormant accounts. If the money is not urgently required we would suggest that you wait to reactivate your account until the COVID – 19 pandemic has passed rather than putting yourself and others at risk.

If you need access to the money urgently, you will need to come to an EBS office and re-activate your account. It will take 3 days for the money to be available.

I would like to add a trusted family member or friend to my account but I am unable to visit the office?

There are a number of important steps that are involved in adding any person to your account. The process will involve all parties being present in an EBS office.

If you are adding someone to your account so they can make withdrawals for you because you are cocooning and can’t get to the office then we have introduced a new Temporary Agent Authorisation Form to help. Simply download the form, complete it and have the person you trust take it to the office. We will phone you to confirm before we process the transaction. The form is available to download here.

If you need to add someone to your account for another reason, please call your local office to speak to us.

My EBS Account is inactive, what do I need to do to re-activate the account?

An account becomes inactive where a customer has not been actively using it for 3 years. We can re-activate your account as long as you have previously provided EBS with Photo and Address ID and we have a record of this. The process will involve a visit to the office. If you have an inactive account please contact your local EBS office to check that we have a record of your ID before you visit, so you will know what to bring with you.

We know that some of you may have inactive accounts. If the money is not urgently needed we would suggest that you wait to re-activate your account until the COVID – 19 pandemic has passed rather than putting yourself and others at risk.

If you need access to the money urgently you will need to come to an EBS office and re-activate your account.

What changes are we making to help customers encash their Summit Funds now?

In addition to coming into their local EBS office, we are giving customers the option to either email (SummitFund@mail.ebs.ie) or post their requests to us.

How can I get access to my Summit Funds if I am cocooning and can’t get to the office?

If you are cocooning and unable to visit an office you can download the EBS form here. There is also a handy online guide to help you complete the form. Please note a copy of your Photo ID needs to accompany your request.

Once you have completed the form and all investors have signed it, it can be posted to your Local EBS Office (click here for office details) or email it to SummitFund@mail.ebs.ie.

I don’t have access to a scanner, how can I email the encashment form and identification documents?

During this period we will accept photo images of both the fully signed form and your Photo ID. Just take a picture on your smartphone and email it to SummitFund@mail.ebs.ie.

How long will it take to process my encashment request?

It will take three working days to process your encashment request from the date we receive it.

What bid price will I get for my encashment?

The bid price of the fund is struck on the day’s market performance worldwide, this is than reflected on the following days pricing of the fund. We can never guarantee the bid price or value of their fund.

Where can I find the bid price information on my Summit Fund?

Bid price information for Summit Funds can be found as follows:

  • Newspapers: The bid prices on Summit Funds are published by MoneyMate in the business section of the Irish Times on a Monday, the Irish Independent on a Thursday and the Sunday Business Post on a Sunday.
  • Website: The bid prices can be found on the EBS website (click here). The bid prices on the website are updated at 2pm each day.

What if I pay by standing order or other method?

If you don't pay by direct debit, you need to adjust the payment amount yourself.