Dreadful experience of First Direct has put me off them.

martley

Hello, I am posting about First Direct. I have been reading all the glowing reports about their 'wonderful' customer service. Sadly I beg to differ and my experience has put me right off them.

Firstly, I want to be clear that they rejected me for their current account, but that isn't the issue. Genuinely, I coudn't care less about that. My credit is excellent and I have a good income. I regularly check my files with Equifax and Experian. I am a sensible borrower and can manage credit. I was most probably rejected as I'd already had two new products in the last couple of weeks and I didn't meet their criteria. I wasn't desperate to bank with them, and the £125 cash incentive was not the main motivator for the application. My current provider, Smile, I feel is falling behind the others in terms of apps, mobile banking, etc.

Now I've made that clear here is the story. I apply online and complete the application. It goes through and says 'approved'. It then kicks me out of the system. So I call customer services and the operator says 'Don't worry everything is fine and I will monitor it and call you back by Friday to let you know what is going on'. Friday comes and goes and there is no call back, no email confirmation, nothing. So I leave it a few more days and still no call. So I call back and wait about five minutes to get through. Eventually I get an answer and the operator says 'Sorry for that I don't know why that has happened'. He takes my details and promises a call back. The following day I get a call saying the application has been rejected. So I check my Experian file and see that First Direct have made two searches within five days on my file. At no time did they say that they would search twice, especially as I'd already applied once. So I call them back yet again and instead of being apologetic they say 'you would have been informed that we would search twice as the first application was kicked out by the system'. I wasn't.

I am quite frustrated about this becuase the quality of service from the word go was awful. The bank did not keep its promise to call me back after the website crashed. They had already said that the application was successful, but then did not inform me that they had searched again. If I had not called for my credit file I would never have known that they had done two searches. In the end they agreed to apply to have that search removed, but as we all know, too many searches can affect some lenders decision to offer credit.

In summary for all those who say that First Direct is the best, I would say that the experience I have had was very poor indeed. I won't bother applying again for their products. I spent my own time and effort contacting them and this is not the experience I would expect, regardless of if they reject an applicaion or not.

warwicktiger

The exception makes the rule?

I love first direct, 18 years of good helpful service

martley

warwicktiger wrote: »

The exception makes the rule?

I love first direct, 18 years of good helpful service

That is not what I am saying. What I am saying is that no potential customer should recieve such a shoddy service. It isn't acceptable to do searches that they shouldn't be doing, and not informing the applicant. If I was dishonest they would righfully take action and inform relevant agencies. Vice versa they should not behave in that way, and then to be arrogant and not apologetic just makes it worse.

7sefton

I'm glad someone has finally broken the taboo about criticising First Direct's service on MSE. They are certainly not perfect.

I had poor service from them when I opened an account with them online too, although I was fortunate enough to pass their bizarre criteria. The website said my application was being reviewed and that someone would call be back in 24 hours to discuss it. Nobody did, so 5 days later I called them and the advisor said 'oh yeah, everything is fine but I don't know why you didn't receive a call back.' Not the end of the world, I know, but still a bit sloppy... and what if I'd have assumed I had been rejected so applied again, thus generating numerous credit searches?

martley

7sefton wrote: »

I'm glad someone has finally broken the taboo about criticising First Direct's service on MSE. They are certainly not perfect.

I had poor service from them when I opened an account with them online too, although I was fortunate enough to pass their bizarre criteria. The website said my application was being reviewed and that someone would call be back in 24 hours to discuss it. Nobody did, so 5 days later I called them and the advisor said 'oh yeah, everything is fine but I don't know why you didn't receive a call back.' Not the end of the world, I know, but still a bit sloppy... and what if I'd have assumed I had been rejected so applied again, thus generating numerous credit searches?

Absolutely, although it appears I had been accepted and was not aware they had searched twice. Seriously, the service was rubbish.

innovate

sorry to hear about your experience, martley. When the banks' computers get into "say no" mode, there seems no escaping, from any bank, and for any customer/prospect.

I have long maintained that there's six in one and half a dozen in the other when it comes to banks. First Direct works great for many people, good for some, and not at all for some others. Just like any other bank, really.

The good news is, you have a choice - try one or two of the other banks.

martley

innovate wrote: »

sorry to hear about your experience, martley. When the banks' computers get into "say no" mode, there seems no escaping, from any bank, and for any customer/prospect.

I have long maintained that there's six in one and half a dozen in the other when it comes to banks. First Direct works great for many people good for some, and not at all for some others. Just like any other bank, really.

The good news is, you have a choice - try one or two of the other banks.

I am so busy with running my own business and other stuff that I just want a bank account that helps me do things easier in 2012. It's quite straightforward really. Mobile apps for iPads, iPhones, etc. The ability to withdraw cash and make payments quickly, etc. The amount of times I have had to call my current bank in seven years I could count on both hands. So I would expect that initial interaction with a bank as a prospective customer to be much better. I've never posted on this forum before, but just think that people should be aware of things that I have experienced.

chris-j

martley wrote: »

I am so busy with running my own business and other stuff that I just want a bank account that helps me do things easier in 2012. It's quite straightforward really. Mobile apps for iPads, iPhones, etc. The ability to withdraw cash and make payments quickly, etc. The amount of times I have had to call my current bank in seven years I could count on both hands. So I would expect that initial interaction with a bank as a prospective customer to be much better. I've never posted on this forum before, but just think that people should be aware of things that I have experienced.

I have been with FD for years and never had issue. Also have Smile account with no issues for years, but have never had problem so can't really comment on how well it would be dealt with if I had.
Was previously with RBS who endlessly wanted to do account reviews which is why I left them.
That said if you are looking for good online facilities I have seen recent RBS online offerings including iPad and mobile and it seems way ahead of most others including First Direct.

MoneySaverLog

Sums up my experience with them...

Applied online, got referred.

Called up, said they had not received the application online, despite credit check made.

Put application through on the phone, accepted straight away, again another credit check. Given bank account details sort code and account number.

I contacted all my direct debit companies to inform them of new bank details and canceled the old DD's. I believe in doing these things myself to avoid errors made by banks.

Could not operate internet banking correctly so called up, old markers on the account were blocking me from moving money. They decided to overturn the accept decision after sending me a card and opening tree of literature.

Made complaint as DD's now needed to be set back to the original bank as they would not accept them, reason given for decline was old IVA. Told them that their website had changed their criteria to allow anyone over 6 years out of a IVA to apply with them.

Waited a few days, and they came back to accept me back to First Direct. Though no credit facilities and only get a full auth card.

So instead of actually using them as my main bank which was what I intended to do, I am now only using them and HSBC for their regular saver accounts.

Some people I have spoken to at FD have been rather condescending by their tone of voice to be honest, despite me always being polite with them, others have been really nice. A mixture, so by far they're not the B's and E's of banking. I rate Lloyds TSB over them any day now.

Rupert_Bear

I tried them out about 17 years ago and remember wanting an overdraft and the operator wanted to go through everything on my FD bank statement. In the end I literally lost the will to live and just hung up.

To some they are the answer to the second coming but to me best avoided.

I would also like to add I have a back up account with Cahoot and never have any issues with the current account. I have an OD facility of £1300
with an apr of 10.6%

A_Flock_Of_Sheep

The £125 joining incentive was my motvation for going with them. As was the £100 leaving gift.

Was the easiest £225 I even made.