Butterfield Bank Launches New Online Version

March 5, 2019 | 16 Comments

The Bank of Butterfield recently introduced a new version of Butterfield Online for personal banking customers.

A spokesperson said, “Butterfield introduced a new version of Butterfield Online for personal banking customers on the evening of Saturday, 2 March, which is accessible through a new URL www.butterfieldonline.com.

“The new Butterfield Online features new tools and information to enhance users’ online banking experience.  Although Butterfield Online has a new look, users’ payment/beneficiary templates and standing order information have automatically been loaded to the new system.

“Personal banking customers attempting to access their accounts using the former URL [www.butterfieldonline.bm] will see a notice informing them that their accounts have been migrated to the new platform.  The .bm URL continues to be active for Corporate Banking customers only, as Corporate accounts have not yet been migrated to the new Butterfield Online.

“A new version of the Butterfield Mobile Banking app is also available from the App Store and Google Play.  It is identified by the icon with a white background under the name ‘Butterfield Mobile Banking.’ The previous version of the app also continues to be available to meet the needs of Corporate Banking customers.

“The first time personal banking customers access their accounts using the new platform, they should do so through the www.butterfieldonline.com site via a browser.  Thereafter, they can also access their accounts using the new app with the same login and password.

“Customer notices were provided via all social media channels, online banking messaging and in-branch signage in advance of Saturday’s migration of accounts.  Those notices included requests for customers to confirm their e-mail addresses with our Call Centre, as the new system relies on a one-time verification code sent by e-mail for first-time login.

“A majority of customers who have attempted to login to the new Butterfield Online have been successful.  Others, for whom the Bank did not have current e-mail contact information, have had to contact our Call Centre to provide or update their e-mail address.”

There have been some complaint made on social media about the new system, and the Bank said, “As one would expect with a significant change to the online banking platform, our Call Centre is currently dealing with a high volume of queries, which has resulted in longer-than-usual wait times.  We thank our customers for their patience.

“A User Guide and answers to frequently asked questions have been posted to our website.  Visit www.butterfieldgroup.com and navigate to Bermuda > Personal > Everyday Banking > Internet Banking .”

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Comments (16)

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  1. lizard says:

    NTB are telling a faulsehood -most people that I have talked to can’t get into their system and the phone has been off the hook for 2 days. Those few that have managed to make the change, simply hate the new format.

  2. Donderered says:

    Well so far, pretty abysmal. Still waiting (12 hours) for my log in code ….

  3. Well...... says:

    The only thing that I like about the new site is that you can view a detailed description of all of your pending debit card transactions.That being said the layout is a jumbled mess. BNTB states that the log in code is a one time thing, but for the past two days I have needed to have a code emailed to me to enter EVERY time I need to go back in. The other issue I have is that I used to be able to print out my daily activity. Not anymore. The option to pdf download is there, BUT it does not work.

  4. Mark says:

    Morons have rolled out a dysfunctional system with no plan for all the chaos they have created. Time to move to Clarien Bank.

  5. Birdlegs says:

    BNTB need to admit that the new system is a total disaster that some computer whiz kid thought would be slick. It stinks! Time to go back to the old system that was more user friendly. I spent a whole day on the phone hold, not good for customer relations Butterfield. (I decided to see how long they would take to answer. )I am unable to pay my daughters college tuition on time. Thanks for creating a total mess. I will probably move to Clarion. Maybe that is what BNTB wants anyway.
    THIS THING IS A TOTAL DISASTER AND SOMEBODY SHOULD BE FIRED FOR THIS MESS.

    • Linda says:

      I have been trying to send a wire transfer for three days now. It would be nice if the Bank would tell us when this feature will be available? And what to do in the meantime. To say this service is not available now, try again later – tells you nothing! Where is their communications department? It seems like they should be reading these posts and sending out answers and information. You can’t get through to the Bank and the silence from the Bank is like living in the dark ages!

  6. Kathy says:

    Moving to a .com website means one thing and one thing only….US intervention!

  7. sandgrownan says:

    “Customer notices were provided via all social media channels, online banking messaging and in-branch signage in advance of Saturday’s migration of accounts. Those notices included requests for customers to confirm their e-mail addresses with our Call Centre, as the new system relies on a one-time verification code sent by e-mail for first-time login.”

    That’s actually incorrect.

  8. Ringmaster says:

    This is about the most stupid move ever. I logged on on Sunday to be told the website has been migrated to the new online platform. BUT no link or mention as to how to get to it. No prior notice either despite what BNTB says. Someone should be fired. Of course the Help Desk was closed Sunday and despite 2 e mails to their information address I have received no response. I eventually found the new website by chance. Even now after several log ins I still get a message I need a verification code. It is not just for the first time.
    Hutbers Law: Improvement means Deterioration.

  9. Disgusted says:

    I held on yesterday for 11/2 hours before hanging up. I was eventually able to sign in yesterday, but it is asking me for the code today so not able to get to my account. This is hopeless. Today so far getting out of order or busy signal when calling Butterfield.
    Also when on yesterday I tried to get e-statement for February, but was blank. If they don’t have all the features then why start. I cannot say I am happy with the new look.

  10. Offshore says:

    On the first screen in, why am I getting Terms and Conditions for Cayman that I have to Accept? Does this mean my internet banking is now in Cayman?

  11. Joe Bloggs says:

    “Personal banking customers attempting to access their accounts using the former URL [www.butterfieldonline.bm] will see a notice informing them that their accounts have been migrated to the new platform.”

    As of 9:30 this morning (March 6th) that is NOT true. And it certainly was not true on Monday or yesterday.

    “Customer notices were provided via all social media channels, online banking messaging and in-branch signage in advance of Saturday’s migration of accounts.”

    I have not been into a bank branch in years and apparently Butterfield Bank does not consider e-mail to be “social media”. I am not on Facebook or any of those other websites, but I do check my e-mail every day and Butterfield Bank has not sent me any notice of migration.

    This fiasco is something I would expect from that other bank (with headquarters on Front Street), not Butterfield Bank. That is why I took all my business from that other bank and put it in Butterfield Bank.

    Perhaps it is time to consider that bank on Reid Street. People tell me it is customer friendly.

  12. ella says:

    Well – THIS SUCKS!!!!
    How am I to get a verification number when BUTT BANK does not even send me any of my bills. For years I have been asking for them to email me no to avail. I don’t even receive them in the mail! Makes me sooo angry – grrrrrr. My norm is to go online and print out what I owe them now I can’t even do that!
    Now I have to deal with a new website that I can’t even access. Maybe I should just leave BUTTBANK.
    They are not worth the stress!!!

  13. Y-Gurl says:

    And yet another EPIC FAIL for BNTB, so many calls there phone system crashed!

  14. Somebody should get fired I agree totally. However Butterfield Bank only issue redundancies for the locals. The higher levels who make the piss poor decisions are the ones that will always have a job. They will not even apologize for the miscommunication Instead they lie making it seem like the public was given notice. NOT Admit your mistakes and apologize to your customers. After all there are two other banks that would be happy to take your customers.

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