BIL Reviews 48

I ve been customer since 1985 at BIL ( Banque International a Luxembourg) route d' Esch , the main office in Luxemburg. Although the bank had a tumultuous history from 1985 till today ( starting as BIL, became Dexia, bancrupcy Dexia, BIL again...) , i always remained customer al those years. My portfolio was managed by the bank all those years , than it became a life insurance on their advice etc... But through all the years i saw the service declining from excellent to less excellent, good to good enough, good enough to poor service and finaly no more service. When i decided to end my life insurance from Wealins after more than a decade because i became 60 years old, i contacted the bank to put my insurance in cash on a new to open account. At first they tried to convince me not to close the insurance because of the intresting benefits etc.... But as i had no trust in the new man in the white house i erged them to close the life insurance AS SOON AS POSSIBLE. It toke me dozens of phone calls and an amount of papers to sign for doing this. It took the bank MORE THAN 4 WEEKS TO OPEN AN ACCOUNT, CLOSE THE INSURANCE AT WEALINS AND PUT THE MONEY ON THE ACCOUNT. Meanwhile our good president in the white house announced his tariffs and the 4 weeks delay of the bank costed me about 16.000 euro's. This extremely slow working bank is no good for investors. It was good many years ago but nowadays : RUN AWAY AS FAST AS YOU CAN before investing any euro in this bank.
This is my humble advice to anyone thinking of bying stocks,life insurances or any other investment at this bank.
No excuses, no word of thank you for being customer this long, nothing !!!
I withdraw every euro from this bank.
Happy at KBC now in belgium .
Decent bank with good service.
Hendrickx D.

This bank is a shambles. I had a card stolen, blocked it using their app, and the thief continued to use it. I had also mailed BIL regarding the matter. Then, after three weeks without a replacement card, I contacted their payments processor, Wordline, who told me that the card had never been blocked. This is despite BIL's own app showing it as blocked, and their online "agent" called Berry, which confirmed multiple times that the card was blocked and a replacement was on its way.

The effect was to expose me to continued fraud. This is the last thing that a bank should be allowing and aounts to negligence on their part. Their answer was to direct me to Worldline, despit my pointing out that the problem was with their own application. I was bounced around between BIL and Worldline. Neither wished to take any responsibility in regard to resolving the matter, although maybe some progress is being made.

Their reaction to a serious application problem is scary. My card was stolen and was blocked and I have to deal with texts messages notifying me that I "... have authorised a payment of €n at such-and-such." Each text made me feel ill.

I have long experience working on core banking systems. The flippancy that I see here (amounting to negligence) is truly incredible. I doubt that they even have opened an internal incident to examine what is a very serious system failure.

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Edit to add update: BIL eventually contacted me. They dismissively told me that I could easily have googled how to block my BIL card (!).

In the meantime, I contacted their GDPR office, ho provided me with the text of the exchange I had with the chatbot on their internet portal. It confirms that the bt offered two options: It would block the card for me *or* I could contact Worldline. The "or" is vital. It is an option that they offered me online. I took it.

I have asked them three times (once by phone, twice by their secured messaging service) to confirm that they are not going to investigate this. I need this confirmation in order to pursue the matter with the financial regulator. They have yet to provide this.

i am writing in my secure messaging 7 messages but there comes no replay from bil.
it is a terrible bank without communications
there for pay your attention for this bank

Absolutely worst bank I have ever experienced. I had an account - no interest was given and no service but it topped when they decided (after they had a heavy fine due to improper financial transaction and laundry of dirty money) that I didn’t want me as a customer and they suddenly charged me with a fee of eur 5000 annually. They postulated they have informed me about the new fee but I have never received any communication. They rudely stated it was in their right to change conditions as needed. I have lost 5000 euro due to this. My recommendation is to never ever use this bank

The worst bank ever!
After being a customer for 25 years plus and only bad experiences, finally I am changing to a different bank.
Everything is for them not only complicated, but extremely complicated: be it a loan, trading shares or online banking at all.
After a complaint it took them THREE month to send me an answer, which was completely useless and not satisfying at all.
One can not reach them at all, neither via phone nor via e-mail.
Now after their maintenance of the BIL-NET online system ( already took them a weekend ) , it still does not work after 4 more days.
Therefore NO banking possible for 6 days in total and still no improvement on the horizon.
My bank in Germany ( SPARKASSE ) is 10 times more effective, helpful, friendly and everything works.

I consider myself a person who reads the reviews, and not make them, until now. (And should of read the reviews on this bank before opening an account with them, but unfortunately I did not). It would be a disservice not to share with all of you, how bad the BIL bank is. I honestly dont even know where to begin, but I can tell you that its been 2 months since we opened our account, and today we finally decided we had had enough and just requested closure of our account. From the very beginning and after signing a tone a paper work, nothing seemed to have gone smoothly (not even getting our debit cards and/or PINs). The Bil app is just simply not user friendly at all, and it crashes alot. The customer service call center were not helpful alot of the times, and the other main line they would give for us to call, didnt even pick up the phone. Just a very negative experience indeed. Our account manager tried to help BUT only because I got her to give me her email because as per bank policy, account managers are not allowed to provide their professional email to the client. Is this normal? Because I had never had this said to me by any other bank. I was shocked! We have dealt with many banks over the years, and never ever, have we ever had such a negative experience with a bank. Absolutely do not recomend.

To share my experience, BIL changed my month instalment ~1 euro without telling me, so I have been paying back 1 euro short for 6 months. Then BIL did a number of recalculations because of this 1 euro missing, and charged me in total ~150 euro for that. Only after 6 months they decided to call me and tell me about this. They explained because I did not link my salary to BIL... That doesn't explain why they waited 6 months to call me about this. Terrible handling by BIL, difficult to reach the account manager, in-app messages slow and partial response. Beware.

Catastrophic. Due to a technical issue on their end, my account is blocked and they’re not replying to messages. I’m abroad and this is a disaster. Been going on for over a week.

The worst bank ever! You never get to speak with anyone! They leave you on call waiting for hours without answering. You message them or write a "secure message" and it takes forever to get an answer when you get one. You submit a request and never get an answer. Services don´t work properly, at weekends you are blocked. Please, run away from this bank!

We have been customers of BIL for several years, and we are very unhappy with their service. We have a mortgage account with a drill down feature, which allows us to access funds for our house construction. However, due to an error by BIL, this feature has been disabled for almost three months, and we have not been able to use our money. We have contacted BIL several times, but they have not fixed the problem. They have asked us to request transfers via their secure messaging service, which does not work properly. It does not accept any of our attachments, and it takes them days to reply. Sometimes, they do not reply at all. We have also tried to call them, but we have faced long waiting times, disconnections, and unfulfilled promises of callbacks. We have requested to meet with our client manager, but they have ignored our request. We have written a formal letter of complaint, but we have not received a formal response yet. We are very frustrated and angry with BIL. They have failed to provide us with a basic service that we are paying for. They have caused us a lot of inconvenience and stress. We have had to use another bank to pay for our house construction, which is faster and easier than BIL. We have also had to deal with incorrect bank charges, delayed transactions, and poor customer service. We are very dissatisfied with BIL, and we do not recommend them to anyone. We plan to close our accounts with BIL as soon as we sell our house in 2024. We hope that our message will help other potential customers to avoid BIL and choose a better bank.

Really bad customer relationship management.When I called the bank for the assistance, the person on the phone was very rude, saying things that are not true and behaving impolitely. They changed a lot (not in a good way).

Very easy to work with.
Easy banking and innovative.
Mobile banking is super easy to use.

Excellent remote support, you rarely need to visit branches as most things can be done via e-mail and online.