All reviews on the BIL in Luxembourg (2026)

Negative opinions on BIL

Catastrophic and totally inaccessible customer service

This is the most widespread and recurring criticism. As one Trustpilot customer put it: "1.5 hours waiting on the phone! This bank is hell. I've just waited 1.5 hours for someone to get through. Terrible service". Another said: "I had to wait 2 months to get a response to a simple request. I wrote several times via the Web Banking messaging system, but never received a reply". A German reviewer confirms: "Bei Anfragen bei dieser Bank kommt erst Monate später bei mehrmaliger E-Mail überhaupt mal ne Antwort". The impossibility of contacting the bank is systematically denounced.

A dysfunctional secure messaging system

The lack of a dedicated account manager creates organisational chaos. One Reddit user explains: "Secure messaging is a joke. You never know who's going to get back to you and it can take a few days to get a response. So you're always stuck listening to their call centre music for who knows how long". Another said: "i am writing in my secure messaging 7 messages but there comes no replay from bil. it is a terrible bank without communications". The lack of continuity makes it impossible to follow up cases effectively.

Persistent technical problems since the system migration

The migration of the core banking system created lasting dysfunctions. A former employee wrote on Trustpilot: "Incompetent employees. Yes, the best ones left when the core banking system was migrated". A customer reports: "Service in free fall for some time now. Numerous accounting errors, errors systematically to the customer's disadvantage". One review states: "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".

Unadvertised charges and questionable commercial practices

There have been several reports of surprise charges. A Trustpilot customer reported: "Absolutely worst bank I have ever experienced [...] 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". A Reddit user said: "BIL was a real pain. They charged my wife hundreds of euros because she didn't inform them of a change of address. But she told them via a message on the app.

Faulty and dangerous fraud management

An alarming testimonial on Trustpilot reveals: "I had a card stolen, blocked it using their app, and the thief continued to use it [...] 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". This failure exposes customers to serious financial risks and demonstrates a worrying level of negligence.

Unexplained loan refusals after lengthy processes

Credit applications are subject to excessive delays with no guarantee of success. A Reddit user explains: "I waited 6 weeks for a small loan. When it was approved, I discovered that they had made a mistake and that the loan was for a higher amount over a different period. After their mistake, I now have to wait for the corrected application to be processed again". Another said: "Almost nobody talks about Raiffeisen Luxembourg, they gave me the lowest interest rate on my recent loan, highest interest rate on savings deposits and also were the fastest. I got my mortgage approved in 4 days whereas BIL took over a month to respond due to 'technical issues'".

Accounting errors systematically to the customer's disadvantage

A Trustpilot testimonial details: "Multiple accounting errors, errors systematically to the customer's disadvantage. In short, I've lost confidence in my bank. I can't stand contacting them any more, with very little success because I can't get hold of them, to ask for corrections, only to have their staff reproach me for the error ('it's your fault') and make me pay for their errors by charging correction fees or interest on overdrafts".

Continuing deterioration in service quality

Long-term customers are seeing a gradual deterioration. A Trustpilot review notes: "The worst bank ever! After being a customer for 25 years plus and only bad experiences, finally I am changing to a different bank". A Reddit user confirms: "It changed after Covid if I'm not mistaken, they reduced human interaction to a minimum and you no longer have a dedicated employee looking after your account". A detailed testimonial states: "I've been with them for 12 years and I've got 4 mortgages. BIL wasn't bad when I started in 2012, but things have gone downhill in the last 4 years.

Accounts closed without proper notice

A Trustpilot customer complains: "Bank of grazers to flee no professionalism Closes accounts without warning and keeps the money credited. These practices create difficult financial situations for the customers concerned.

A lack of language skills for an international bank

Despite its international positioning, BIL is struggling to offer a service in English. One Reddit user explains: "They claimed to be international, and English is the international language [...] I'm a naturalised American citizen and my account was managed by a person who only dealt with American accounts, and even that person didn't speak English very well". This shortcoming poses a problem for expatriate customers.

Important note BIL remains one of Luxembourg's historic banking institutions, with 169 years of history and an AAA rating. However, the problems documented are not anecdotal but systemic and have been recurring for several years. The migration of the banking system seems to have amplified pre-existing difficulties. Experiences seem to vary considerably from one customer to another.