First Direct - anyone else had bad customer service?

Obsessive

Just wondering if anyone else has had bad customer service from First Direct? I'm feeling a bit left out, given the number of reports of excellent service they always receive on MSE!

Changing my address took three months, multiple phone calls & messages. First time I tried, my address didn't exist in their postcode finder system! Thought we'd got there eventually, only for them to call me back after I hung up to say it still hadn't worked. Was then assured it had worked, only for me to fail security when I next rang them as my address was incorrect. Was assured again it was updated, only for next month's statement to go to my previous address. After sending them a complaint message online, they finally fixed it and sent me a bunch of flowers - which it was lovely to receive. Although they sent them between Christmas and New Year when I was away, without checking I'd be in to receive them. Although I realise I shouldn't look a gift horse in the mouth!

I had to chase multiple times to receive the £100 joining incentive. Took six months to get it, more phone calls and messages. Was assured in writing they had set it up for me to receive it within 28 days, but didn't. Had to call again, they then made a special effort to make sure it was in my account the next day and told that if I received it again (from the previous setup), I would obviously have to pay it back. Didn't receive it again, so they must have lied.

Having had enough, I decided to switch to Nationwide. I called to make sure I followed the process properly to get the £100 leaving incentive. The assistant said the £100 would be paid to my FD account shortly before it closed - completely wrong, turns out I needed to give them my new account details for them to pay it into there with my outstanding balance. Thankfully, this one was easier to get than the joining incentive!

Maybe I'm just unlucky?!

Herbalus

In answer to your question, no.

So yes, you are unlucky. So unlucky, I find it hard to believe you....

grumbler

My wife was very unlucky too - when transferring her cash ISA to FD.

FD had up to 15 days to complete the transfer after receiving a request.

However, only on the 17th day and after 3 phone calls FD finally called the other bank to find out that that bank had not received anything from FD.

katejo

Obsessive wrote: »

Just wondering if anyone else has had bad customer service from First Direct? I'm feeling a bit left out, given the number of reports of excellent service they always receive on MSE!

Changing my address took three months, multiple phone calls & messages. First time I tried, my address didn't exist in their postcode finder system! Thought we'd got there eventually, only for them to call me back after I hung up to say it still hadn't worked. Was then assured it had worked, only for me to fail security when I next rang them as my address was incorrect. Was assured again it was updated, only for next month's statement to go to my previous address. After sending them a complaint message online, they finally fixed it and sent me a bunch of flowers - which it was lovely to receive. Although they sent them between Christmas and New Year when I was away, without checking I'd be in to receive them. Although I realise I shouldn't look a gift horse in the mouth!

I had to chase multiple times to receive the £100 joining incentive. Took six months to get it, more phone calls and messages. Was assured in writing they had set it up for me to receive it within 28 days, but didn't. Had to call again, they then made a special effort to make sure it was in my account the next day and told that if I received it again (from the previous setup), I would obviously have to pay it back. Didn't receive it again, so they must have lied.

Having had enough, I decided to switch to Nationwide. I called to make sure I followed the process properly to get the £100 leaving incentive. The assistant said the £100 would be paid to my FD account shortly before it closed - completely wrong, turns out I needed to give them my new account details for them to pay it into there with my outstanding balance. Thankfully, this one was easier to get than the joining incentive!

Maybe I'm just unlucky?!

It would seem that way! I have been with FD for over 20 years and have never had any complaint

[Deleted User]

So hang on. You're upset that they sent you a bunch of flowers but didn't tell you in advance, then you're unhappy that they next-dayed you your £100 but told you that you'd have to pay it back if you got it double?

Seems they've been very fair to me, even though they may have made some mistakes.

Obsessive

billbennett wrote: »

So hang on. You're upset that they sent you a bunch of flowers but didn't tell you in advance, then you're unhappy that they next-dayed you your £100 but told you that you'd have to pay it back if you got it double?

Seems they've been very fair to me, even though they may have made some mistakes.

Sorry, I may have come across in a different way than intended here. Absolutely loved the flowers, thought it was great that they apologised in such a way. I just found it an odd time to send them, given as how so m I any people are away in that period. But I was very grateful - they were beautiful!

And absolutely fair that I shouldn't have the £100 twice. My point here was that when I'd initially been promised that the payment had been made and would clear within 28 days, this was obviously a lie as I didn't receive that payment. The woman I spoke to who arranged the next day payment was brilliant - and I was very happy they sorted it so quickly this time around. But it shouldn't have got to that point.

I would say that everyone I dealt with was always friendly but nothing ever happened the way they promised it would. It would seem that I was just incredibly unlucky with FD - it's reassuring to know everyone is happy with them and that overall they offer great service.

juanmanuelmarquez

Obsessive wrote: »

• I had to chase multiple times to receive the £100 joining incentive. Took six months to get it, more phone calls and messages. Was assured in writing they had set it up for me to receive it within 28 days, but didn't. Had to call again, they then made a special effort to make sure it was in my account the next day and told that if I received it again (from the previous setup), I would obviously have to pay it back. Didn't receive it again, so they must have lied.

Maybe I'm just unlucky?!

I am currently having a similar experience, not got the £100 joining incentive. after ringing them up and getting all the account looked at, they told me that i have met all the criteria but i got told that i would get it manually sent in within 28 days...been 28 days and still sending private messages about another 28 day wait...so i will have to wait and see what happens. i think this will be my leaving excuse providing they give me the £100 to start off with. but providing that getting the incentive seems to be like pulling teeth!

System

I wasn't impressed with FD. I've found BOS, RBS and Nationwide all better but maybe their just good rather than FD bad..

I found their customer service almost smug when I had issues and said how highly rated they were.

P.S. The easy way to get the leaving £100 is to overdraw your account by that amount as it's interest free and and they will credit it and close it in one!

Obsessive wrote: »

Just wondering if anyone else has had bad customer service from First Direct? I'm feeling a bit left out, given the number of reports of excellent service they always receive on MSE!

• Changing my address took three months, multiple phone calls & messages. First time I tried, my address didn't exist in their postcode finder system! Thought we'd got there eventually, only for them to call me back after I hung up to say it still hadn't worked. Was then assured it had worked, only for me to fail security when I next rang them as my address was incorrect. Was assured again it was updated, only for next month's statement to go to my previous address. After sending them a complaint message online, they finally fixed it and sent me a bunch of flowers - which it was lovely to receive. Although they sent them between Christmas and New Year when I was away, without checking I'd be in to receive them. Although I realise I shouldn't look a gift horse in the mouth!

• I had to chase multiple times to receive the £100 joining incentive. Took six months to get it, more phone calls and messages. Was assured in writing they had set it up for me to receive it within 28 days, but didn't. Had to call again, they then made a special effort to make sure it was in my account the next day and told that if I received it again (from the previous setup), I would obviously have to pay it back. Didn't receive it again, so they must have lied.

• Having had enough, I decided to switch to Nationwide. I called to make sure I followed the process properly to get the £100 leaving incentive. The assistant said the £100 would be paid to my FD account shortly before it closed - completely wrong, turns out I needed to give them my new account details for them to pay it into there with my outstanding balance. Thankfully, this one was easier to get than the joining incentive!

Maybe I'm just unlucky?!

InsideInsurance

Tried to join them with a joint account. They asked for ID which I sent, lots of waiting, lots of non-returned calls etc. Lots of messages saying please call but them giving the general telephone number so waiting on hold to be transferred to account opening etc.

The biggest of all the annoyances was them saying they needed to speak to my wife, who hates using the phone, and insisting that they can only talk to her. Her giving them authorisation to speak to me and the issue was that the utility bill was addressed to Mr & Mrs InsideInsurance and as it had no initials they couldnt accept it as proof of address. OK, I understand why they cant accept it but why did it take a week of trying to call each other inc international calls etc rather than just saying to me that one of our forms of ID wasnt acceptable to them? Its not exactly confidential information and it was their choice to assign that document as one of my wifes proofs rather than mine.

System

Why would make your wife move to a telephone based bank if she hates using the phone?

Sounds like a branch based account would be best.

InsideInsurance wrote: »

Tried to join them with a joint account. They asked for ID which I sent, lots of waiting, lots of non-returned calls etc. Lots of messages saying please call but them giving the general telephone number so waiting on hold to be transferred to account opening etc.

The biggest of all the annoyances was them saying they needed to speak to my wife, who hates using the phone, and insisting that they can only talk to her. Her giving them authorisation to speak to me and the issue was that the utility bill was addressed to Mr & Mrs InsideInsurance and as it had no initials they couldnt accept it as proof of address. OK, I understand why they cant accept it but why did it take a week of trying to call each other inc international calls etc rather than just saying to me that one of our forms of ID wasnt acceptable to them? Its not exactly confidential information and it was their choice to assign that document as one of my wifes proofs rather than mine.

grumbler

Heng_Leng wrote: »

Why would make your wife move to a telephone based bank if she hates using the phone?

Because of the 6% regular saver or maybe even 3% cash ISA?