First Direct unauthorised overdraft £25 fee

Gromitt

MattLFC wrote: »

Nationwide are not a bank.

True, but they are more bankish than the BS they claim to be. For example, it used to be only banks that gave you your own personal account number rather than a shared account number + roll number (If I remember that correctly)

danoleroy

I’ve just had exactly the same £25 charges put on my account from First Direct, but unfortunately a very different outcome and a very unpleasant dealing with this bank. When I called to plead my case I was unlucky enough to speak to the worst smug, argumentative customer service rep I have ever spoken too! A shock bearing in mind what a good rep FD have, this is the first time I’ve ever had an issue with them.

A £1 internal transfer from my FD current account to an FD savings account triggered a £25 charge. This was an ongoing standing order that exists purely because they advised I set it up to avoid a bank fee on my account (how ironic). I’ve been a loyal customer for years and never gone over my overdraft before but I was told this counts for nothing! I’m shocked as FD have always been great, we all know they have a great reputation they have, generally seen as better than other banks in this regard. Well this implies they are not, infact this is my worst ever dealing with any bank!

I’m not sure if this is a new approach from First Direct in how they treat loyal customers but it is worrying. I will write a letter to them now in the hope I just had my call taken by a bad apple. I will update on the outcome of this as soon as I get the reply.

Gromitt

To avoid the banking fee, you only have to move the £1 from your current account to a savings account once. So no need for a standing order. Therefore, I'd cancel that now.

I must admit however, FD don't like refunding charges, but they'll do it once a year if you ask them nicely (via secure message is usually the easiest).

katejo

danoleroy wrote: »

I’ve just had exactly the same £25 charges put on my account from First Direct, but unfortunately a very different outcome and a very unpleasant dealing with this bank. When I called to plead my case I was unlucky enough to speak to the worst smug, argumentative customer service rep I have ever spoken too! A shock bearing in mind what a good rep FD have, this is the first time I’ve ever had an issue with them.

A £1 internal transfer from my FD current account to an FD savings account triggered a £25 charge. This was an ongoing standing order that exists purely because they advised I set it up to avoid a bank fee on my account (how ironic). I’ve been a loyal customer for years and never gone over my overdraft before but I was told this counts for nothing! I’m shocked as FD have always been great, we all know they have a great reputation they have, generally seen as better than other banks in this regard. Well this implies they are not, infact this is my worst ever dealing with any bank!

I’m not sure if this is a new approach from First Direct in how they treat loyal customers but it is worrying. I will write a letter to them now in the hope I just had my call taken by a bad apple. I will update on the outcome of this as soon as I get the reply.

Did you exceed the £200 fee free overdraft or did you just go £1 into the red? If you do have the £200 overdraft, that is pretty generous and it is your responsibility to ensure that you keep within it.
If you go over this, you will get charged.

danoleroy

I had exceeded my overdraft and was £1 in the red for 1 day when this internal transfer took place, but I know banks love implementing these charges. What really annoyed me more was the tone I was spoken too, in a rude condescending manor. I have never been spoken to anyone the way 'Mr Harvey' spoke to me, let alone First Direct who have always been great. There are ways of speaking to customers and that was not acceptable. As it happens I spoke to another member of that team later on with the same result, in this instance the person I spoke too was great despite this.

According to Mr Harvey the public would agree £25 charge resulting from a £1 internal transfer is a great deal and completely in proportion. I wonder how many people would agree with his bold statement

Gromitt

I think most people here would agree that if you can't manage your finances appropriately, then the £25 is the least of your worries. Some banks charge more than this (for example, Unauthorised overdraft £20, Paid standing order whilst insufficient funds in account £15 - total £35).

If you are regularly using your overdraft, then you might find that FD refuse to renew it at the end of your 12 month term. You'll then get far more charges.

danoleroy

Still no excuse for a bank to be so rude to its customers, I really didn't expect that from First Direct. I don't generally use the overdraft facilty. At the time I has a healthy balence in my FD savings account but I was has an incident abroad I had to deal with.

Gromitt

I agree, theres never a reason for a bank to be rude to its customers. As with most banks, they will most likely record conversations. If you remember the date and time, perhaps you should raise this issue with the complaints department so they can investigate further. You might get £25 - £50 for your trouble.

A bank can't correct things if it doesn't know what is going on.

danoleroy

Very true and I’ve made a complaint to make them aware. If the guy I spoke to is normally that confrontational I’d be surprised if he hasn’t already generated complaints. I know his name the date and time so all info provided. Having worked in those kind of call centres before I’m aware of the procedures, they often don't record all conversations but it's possible things may have changed since then.
I'll update on their response

glock339

I also spoke to an unbelievably rude customer service guy a year or two ago regarding these charges, I can honestly say that I have never ever been spoken to by a service rep like that in my entire life! I made a complaint & they assured me it would be seriously delt with but sounds like it still goes on.

Now Ive just received my Annual Summary from first direct & I have a "Formal overdraft arrangement" fee of £25 . I can't for the life of me remember how these charges work, so looks like I'm going to have to waste the sunny afternoon reading up & checking my old statements. I'm seriously considering just ditching FD for a more simple straight forward account.