Do First Direct ever reply to secure messages?

Hooloovoo

I've opened a First Direct current account for the switching bonus and access to the regular saver.

I started the "full switch" over the phone when I set up my details. We agreed a switching date, I got all the paperwork, but then nothing has happened. No switch.

I sent them secure messages asking about it on 27 November and then again on 1 December. No reply to either of them.

I can't call them about it because I'm working abroad at the moment. Well, I suppose I could call them but I'd rather not if I don't absolutely need to. Am I wasting my time with their message system?

agrinnall

Are you getting your mail redirected abroad, or is somebody monitoring it in the UK? Does FD have a current contact number for you? There may be mail or a phone call waiting for your attention.

I've never needed to send a secure message yet, but I believe there was a thread on here not long ago that also suggested they may not be great at answering them. Their reputation is really founded on their telephone service, so if you do decide to call them I'm pretty sure they'll be able to get you sorted out quickly.

Hooloovoo

agrinnall wrote: »

Are you getting your mail redirected abroad, or is somebody monitoring it in the UK? Does FD have a current contact number for you? There may be mail or a phone call waiting for your attention.

I'm only away for a little while. I'll be back in a couple of weeks so I can sort it out then, I'm just impatient!

They only have my mobile number, which does work out here. I don't even have a land line at home. As far as I know there is no post waiting for me.

I've never needed to send a secure message yet, but I believe there was a thread on here not long ago that also suggested they may not be great at answering them. Their reputation is really founded on their telephone service, so if you do decide to call them I'm pretty sure they'll be able to get you sorted out quickly.

Thanks. This is what I was expecting. I know they are a "telephone bank" but I do kinda expect a next-day response to all the methods they offer for contacting them. This is a bit rubbish.

I will either try calling or just wait until I get back.

Was I supposed to do anything after receiving the paperwork? It didn't say I had to call them to confirm, or send anything back. I had two copies of the terms and conditions both of which had "customer copy" written on them. As far as I know I wasn't expected to do anything following the initial call and acceptance of the switch.

baby_frogmella

Hooloovoo wrote: »

I can't call them about it because I'm working abroad at the moment.

reverse charge the call to their 0113 2345678 number from abroad and FD will happily pick up the bill...ive done this loads of times over the years

Hooloovoo

baby_frogmella wrote: »

reverse charge the call to their 0113 2345678 number from abroad and FD will happily pick up the bill...ive done this loads of times over the years

Good to know, thanks!

alanq

I've only used secure message to FD a few times. In each case there was a reply awaiting me when I checked 24 hours later. I don't know exactly how long it took to reply.

meer53

Once you've received the paperwork, you need to call them again to complete the switch. It won't go ahead until you call them. This is explained on the first telephone call.

MikeMcr

meer53 wrote: »

Once you've received the paperwork, you need to call them again to complete the switch. It won't go ahead until you call them. This is explained on the first telephone call.

Yes, that will be the reason it didn't go ahead. I did find it odd that the paperwork and covering letter did not remind you to call and confirm. Good job I remembered.

It was painful though - the switch is handled by a different department and I had to wait in a queue for 30 minutes only for them to read out again all the terms and conditions that were already in the letter.

Hooloovoo

meer53 wrote: »

Once you've received the paperwork, you need to call them again to complete the switch. It won't go ahead until you call them. This is explained on the first telephone call.

Ah balls. I wish they had reiterated that in the letter that is sent out. I'm sure they did tell me on the phone but it's still rather confusing.

The stuff they sent me had two copies that had boxes to be signed, but they were both labelled "customer copy" and neither asked to be signed and returned. So what's the point of the boxes to sign? And the covering letter didn't say anything about calling them to confirm.

Oh well. It'll get sorted eventually.

Thanks everyone.

MistletoeGrower

Just had a similar experience with FD - arranged switch over phone last week, was told I'd get paperwork and after that would need to phone again (though why I don't know, I switched another account to Halifax recently and that was just one phone call iirc).

Paperwork comes - no mention anywhere of a need to phone, but several bits of paper that seem to need a signature (and to be sent somewhere?).

So I phone, as originally instructed, despite not a peep about this in the latest wodge of papers (I have had more waste paper from 'online' FD in just a few weeks than most banks send in years).

Was kept waiting ages - so give up and try again - 3 times in all. And all they do is ask the same questions again! And confirm a switch date. No need to sign any of the paperwork, and a waste of my time phoning them and indeed reading the paperwork as they repeat the key points on the phone.

The final stage, with the 3 calls, took 45 minutes in all - just for them to repeat themselves and get me all wound up - not clever and not at all customer-friendly, despite their reputation.

meer53

You have to make the second call to confirm that you've had the paperwork and have understood what you're about to do if you complete the switch. The information will have to be given to you for compliance reasons, the call will be recorded.