First Direct ISA - Cowboys

rrwfotr

Hi I set up an ISA online for first direct, I set it up last week put the cheque in for 3k and was waiting for the 3 k to get transfered into the ISA account from my first direct current account I set up. Today I get a call from their ISA department saying they can't find my online application therefore can't set up my ISA for last year.

I feel gutted I said I wanted to make a compliant and did so and no nottice was taken. Is there anything I can do as it appears that First direct online systems are not working correctly, and I've lost my last years allowance :-((

davidjwest

Do you have any proof? If not then it's unlikely that you have any comeback as it's your word against theres. I find it hard to understand how anyone could lose an online application and why they wouldn't want your custom though.

The problem with online applications etc is that if it goes wrong it could be any number of factors, not just problems with your PC, the bank but your ISP etc etc.

Did you see any strange errors or did you get some kind of confirmation message?

rrwfotr

Hi, there were not any problems on my end I even filled in the application with a member of their customer services. When I submitted the application I got an acknowledgment that it had been posted on the web page. I feel silly as on monday I could of poped into abbey to get my application in. The line they give me is that now the application is for last year and nothing can be done. Clearly they can't be asked to look into my online application, even tho in their sytems a note had been made that I called last week to get advice when I filled my application in.

In future I advice anyone to stay well clear of first direct as clearly their online systems and customer services are rubblish.

davidjwest

If you aren't satisifed with the response you got to the complaint then you can take it up with the Banking Ombudsman.

However, if you got a response to the effect that your application was succesful, there will definitely be some kind of record of this at first direct's end, they keep an audit trail with this type of information.

hobbesandco

I hate to be cynical here but I suspect there was nothing wrong with your on-line application. I reckon it was because there was a last-minute rush of applications which meant the bank couldn't cope. Hence the limitless excuses. I had the same problems with Abbey last year. They lost my application twice.

davidcampbell

rrwfotr wrote:

I feel gutted I said I wanted to make a compliant and did so and no nottice was taken. Is there anything I can do as it appears that First direct online systems are not working correctly, and I've lost my last years allowance :-((

how do you mean no notice was taken? they MUST take notice of any complaint you make and deal with it.

i cant remember the exact wording but ......

"any expression of disatisfaction, oral or written, valid or otherwise, must be dealt with through company complaint procedures"

afaik all banks have something roughly to this effect in their complaints process.

even if they believeyour complaint is invalid it must be recorded and investigated.

what did they say when you complained?

DC

nearlyrich

rrwfotr wrote:

In future I advice anyone to stay well clear of first direct as clearly their online systems and customer services are rubblish.

I opened an ISA on line with FD last week too, I was concerned that it was getting near to the end of the tax year and it wouldn't be processed in time, so I called them. They said that they were very busy but they confirmed it was in hand and they sent me an electronic message to say it was sorted later the same day.

I understand that you have a problem with your application but I have been with FD since 1992 and I have never had a problem. I find their customer service to be the best I have ever experienced.

I would be very surprised if they don't take a valid complaint seriously.

Let us know how you get on...

isasmurf

nearlyrich wrote:

I opened an ISA on line with FD last week too, I was concerned that it was getting near to the end of the tax year and it wouldn't be processed in time, so I called them.

It doesn't matter when it is processed. What matters is when the application is received and accepted along with a payment.

Walletwatch

Not saying that the Bank is not at fault, but considering that this was at the last moment, I would have preferred going to a bricks-and-mortar branch like Abbey to open the ISA. I work in IT and deal with Banking software, but I would still not rule out anything going wrong with these online transactions, so I'd go for an online application only if there's enuff time to follow up later.

Sorry for not being very helpful here, I know it is easy to say these things post-facto.

nearlyrich

isasmurf wrote:

It doesn't matter when it is processed. What matters is when the application is received and accepted along with a payment.

Thanks for the info isasmurf, I wasn't aware of that, I thought the account had to be opened by close of business on the 5th April. The point I was making was that I rang up to check they had it which is what I would advise to anyone applying at the last minute.