I’ll admit this will turn into a rant. I moved to KBC current account but after less than one month of using it, I can’t stand it any more and I am in the process of moving fully to N26. I’m not sure why, but in my head KBC was a newish bank compared to the ‘older’ AIB, BOI, Ulster Bank etc and therefore would have more modern and user friendly online banking facilities. However, I’ve found their online banking close to unbearable. Most of the issues are very small but they do quickly add up. It could just be me and everyone else loves their online banking.
Logging in is an ordeal
With both my AIB and BOI current accounts I enter in my registration number and then for AIB I am asked for 3 out of 6 digits from my personal access code. BOI will ask for my date of birth and then 3 out of the 6 digits from my personal access code. Logging into either of these online banking accounts takes less than 10 seconds. KBC on the other hand require you to use a digital key to log in. I understand this is to increase account security but the implementation of it is very poor.
Firstly, you need to enter in you Online ID. Then select either to use your mobile as a digital key or a physical digital key. As there is an option here you can’t just hit enter to submit the form as you would with AIB or BOI. After entering in your Online ID you will need to enter in the code generated by the digital key.
Now you have to switch over to your phone and open the app. Enter your 6 digit PIN and you are then displayed your account.
On the bottom select Security
Then at the bottom select Digital Key
Then enter in the same 6 digit PIN again..
Make sure Identify is selected and hit generate.
You are then presented with the code to use to log into your online account.
What really annoys me is if you read some of the digits from the mobile app and enter them into the online banking field then look at your phone for the remainder an error message pops up saying ‘Please enter at least 7 characters’. This annoys me for two reasons. First of all, I haven’t finished typing yet, the error pops up extremely quickly even if you don’t move the cursor out of the text box. Secondly, they haven’t set aside an area in the template for the error. So when the error pops up the rest of the text moves down to accommodate it. Once you finish entering in the code, you go to put your cursor on Continue as you can’t just hit enter. As you do, the website realises there is 7 digits in the box, removes the error message the page contents move up and your cursor is no longer over the continue box.
Doing a Transfer requires the digital key
AIB and BOI require you to use some sort of two factor authentication when setting up a new Payee. AIB have a card reader where you put in your ATM card, enter the PIN, then enter in a number and it displays a code that will then need to be entered into the online banking to activate the payee. It is a bit of a long drawn out process but only needs to be completed when setting up the payee. Once the payee has been set up you can transfer funds without using the card reader. BOI will send you an activation code via text or post which will then activate the payee. Just like AIB, once the payee is set up you no longer need to use two factor authentication. However, for KBC you need to use the digital key to set up the payee and authorise payments to the payee.
One thing I admit KBC do well is the form to add a Payee is nice and simple. You can also add a nickname to the account which is a very handy feature and you only need IBAN. Some banks require IBAN and BIC when you can derive the BIC from the IBAN.
However you then need to authorise the new payee. This involves opening the app, entering in your 6 digit PIN, selecting Security, selecting Digital Key, entering in the 6 digit pin again, selecting Verify, entering in the last 8 digits of the IBAN, the last 8 digits of your customer ID, then entering the generated code into the website.
I have no problem with this for setting up a new payee although there could be improvements made to how long it takes to get the digital key code on the app. I do think it is completely overkill to require a digital key code for every single transfer you make out of the account. I would make transfers on average once or twice a day so it gets frustrating
There are a few simple things in the making a transfer process that should be fixed. Firstly, I have one account with KBC however it is not selected by default when making a transfer. You have to click on the account. It took me a few seconds to realise this the first time. Secondly, the way they display Payees is really inefficient. Its fine if you only have a few accounts but I have 10-15 of them added so scrolling constantly to try to find the right one is annoying.
Then after this page you have to go through the same rigmarole to generate a digital key code to authorise the transfer. Even if it is a €10 transfer to an account you always transfer to.
Its the small things
I could keep moaning on about their implementation of online banking but I will finish off with again a relatively small issue but one I think sums up the experience. One of the features I thought was great was the fact you can add a nickname to a Payee. This is very handy as I have three Rabo Savings account for various reasons. I normally add the payee name as Rabo Travel for example when setting up a payee on online banking when it should really be my name. This hasn’t caused any issues in the past but its not ideal so the nickname feature I thought was very good. Until I went to do a transfer on the mobile app. There is no sign of the nicknames instead just lists of accounts with my name and the IBAN. So I have to work out which account is which by the IBAN.
I know I am probably blowing this way out of proportion I just can’t understand how a company who must be spending serious amount of money redesigning their online banking gets so many simple things wrong. The whole UX is awful in my opinion and its driven me away as a customer. Compared to AIB, BOI and N26 online banking, KBCs just feels like it was thrown together focusing on looks instead of usability.