First Direct removing online cancellation of Direct Debits from T&Cs 1 Jan 2014

fuzzything

UPDATE 17 Oct 2013:
I went to the banks comments page at First Direct Labs for an explanation of why they were now saying the facility was not being removed, but the change is in the new terms and conditions. Here is their reply:

'The reason we have changed the terms and conditions is because it is not possible to amend of cancel individual Direct Debit payment instructions via Internet Banking on the day before that payment is due to leave the account.'

Original post below:

Hi

I received a 'changes to terms and conditions' notice which includes this change from 1 January 2014:

Direct Debits - withdrawing your consent

We have changed Clause 16.3 to show that if you want to withdraw your agreement for a Direct Debit, you can only do so using our Telephone Banking Service or HSBC Express Bank machine.

This clause presently reads:

16.3 You can withdraw your agreement for direct debit payments to be made at any time by telling us via Telephone Banking, Internet Banking or HSBC Express Bank machine before 4.30pm one business weekday before that payment is due to be made by
us. You should also tell the recipient that you have cancelled the
direct debit instruction.

I probably use this facility several times a year to remove old direct debits whilst online and cannot understand why they are removing it. I never use telephone banking or Express Bank machines and they are much less convenient in my view. I assume nothing similar will affect non-HSBC banks? Does anyone know what it's about or why they are doing it?

Cheers

baby_frogmella

Why is it less convenient to call them? You do know that they're open 365 days a year? If you can't afford to call them then do a reverse charge to their 0113 2345678 number.

Hominu

baby_frogmella wrote: »

Why is it less convenient to call them? You do know that they're open 365 days a year? If you can't afford to call them then do a reverse charge to their 0113 2345678 number.

It's much more inconvenient for me as I never use telephone banking so completely forgotten my telephone banking password. However, I use the internet banking weekly, so always remember those details.

Therefore I'll not be using First Direct for any further Direct Debits and will be moving existing ones to another bank.

roxy28

baby_frogmella wrote: »

Why is it less convenient to call them? You do know that they're open 365 days a year? If you can't afford to call them then do a reverse charge to their 0113 2345678 number.

Why is it less convenient for them to let use use online banking?

Archi_Bald

Hominu wrote: »

Therefore I'll not be using First Direct for any further Direct Debits and will be moving existing ones to another bank.

Me too.

What a ridiculous "upgrade" to their online service and their T&Cs.

baby_frogmella

roxy28 wrote: »

Why is it less convenient for them to let use use online banking?

Because for the millionth time FD are primarily telephone based, their online system (which isn't the best i'll agree) isn't the way they prefer their customers to do their banking. If you join FD thinking they'll provide you with the bestest online experience ever, then you'll be disappointed. Its a bit like a Cahoot customer moaning that he/she can't find a branch to visit.

EarthBoy

It is strange. If you can cancel DDs at an Express Bank machine, I can't understand why they will no longer allow it online.

opinions4u

Backward step.

I'm trying to work out why they would do this??!!

baby_frogmella wrote: »

Why is it less convenient to call them? You do know that they're open 365 days a year? If you can't afford to call them then do a reverse charge to their 0113 2345678 number.

Seriously? You can't work out why clicking on a laptop is more convenient?

Think about it for a moment. You might get there.

baby_frogmella

opinions4u wrote: »

Backward step.

I'm trying to work out why they would do this??!!

Seriously? You can't work out why clicking on a laptop is more convenient?

Think about it for a moment. You might get there.

If the OP only has to cancel his DD's a few times a year its hardly a big deal to call FD and do it over the phone since they answer the phone instantly. Personally i find it more or less takes the same time to switch on the pc, enter my FD log-in details and make an online transction as it does to just call them and do it over the phone. If you're abroad? Reverse charge the call:p

sar050680

Joined First Direct on monday, my Lloyds account was closed down. I have always used online banking and although FD's set up online is'nt as good as Lloyds I can live with it, cancelling DD's online is something I've also used alot in the past and will be sorry to see it go. Silly 'upgrade'...

EarthBoy

baby_frogmella wrote: »

Because for the millionth time FD are primarily telephone based, their online system (which isn't the best i'll agree) isn't the way they prefer their customers to do their banking. .

This simply is not true. Whilst they were originally just a phone bank they have increasingly promoted online access in recent years. So much so that their online channels receive prominence over everything else on their website.

Under "ways to bank" the first option given is internet banking. Second is mobile banking, and telephone banking comes a poor third.

Even if they did prefer customers to bank over the phone, it hardly explains why they are changing their systems to remove the option to cancel direct debits online. You can cancel them online now, so they are taking away an existing facility. How, precisely, does this benefit either First Direct or their customers?

If they preferred you to bank by phone they could just close down their internet banking altogether.