John McGuinness (Carlow-Kilkenny, Fianna Fail) | Oireachtas source

As regards giving details to the witnesses, I previously met Ms Arnett and gave her details. If she is the figure for change, she is not making a great job of it because she told me she would contact those customers immediately, but did not do so. As of yesterday, she had not done so. Customers are still waiting to be contacted, as indicated in the first letter I read out, while this letter, written yesterday, indicates that Ms Arnett has not contacted the individuals whom I was told she would contact. She gave that commitment. The person who wrote that letter was written to in November 2017 in regard to his or her tracker loans, one of which has been offloaded to a vulture fund. I asked for immediate intervention in that regard because it was unfair and wrong. The vulture fund has since attempted to enter the building, change locks and cause nothing but distress for the people involved. I do not know how Mr. Stanley and Ms Arnett can sit there, knowing this has happened, and say what they have about their customers.

When Ulster Bank wrote to the customer it disclosed information on at least half a dozen other customers not associated with this. Mr. Stanley was asked about data protection earlier. This is a data protection issue, it is obviously a customer issue and is an issue in which I asked the bank to intervene. It is still ongoing. The bank is still giving no relief whatsoever to the individuals concerned.

Senator Horkan referred to questions to do with switchers. Deputy Jack Chambers and other Deputies have written to the committee because they are also receiving correspondence. They are asking the same questions. Ulster Bank switcher customers have not even received the courtesy of having it confirmed they are impacted and will be dealt with in due course. The witnesses might take note of some of these issues as we go through them because I will ask for an answer on each and every one of them.

In another letter from a customer, the person says the terms and conditions within the contract to the effect that the tracker was for the life of the mortgage have now been changed. This person's money has been returned, which amounted to almost a year's net wages plus a small amount for compensation. The terms of the contract have been changed to favour the bank. Will the witnesses explain this to us? It raises questions about switchers.

These are just a tiny sample from the volume of correspondence we have received. Will customers be refunded for overpayments during the time they were with AIB? This involves another bank and Ulster Bank. Another customer was waiting 17 months for the bank to rectify a situation and, having notified the bank of the person's personal, health and financial situation on 26 November 2017, as well as receiving confirmation from the bank at a further meeting on 7 December 2017 that the customer would be treated as a priority, the customer had to write emails to us on 26 January because the bank did not respond.

None of what the witnesses are saying adds up in the context of a batch of emails I have received about how the bank is treating its customers. I want to ask about First Active tracker customers. Will the witnesses answer these questions?