Sneaky First Direct

meer53

NotRichAtAll wrote: »

What the op is saying is that the APP has the 0845 number hard coded into it, and it automatically dials that number which as he points out is not covered by his free minutes call plan.

I appreciate that but it wouldn't be too hard for the OP to store the 0345 number in their mobile for when they want to call them. It will be easier than logging into the App first anyway.

Archi_Bald

meer53 wrote: »

I appreciate that but it wouldn't be too hard for the OP to store the 0345 number in their mobile for when they want to call them. It will be easier than logging into the App first anyway.

I have probably not explained this properly, although NotRichAtAll did understand it.

I didn't know when I started that I would need to call FD. I was already logged in and had done bits and pieces. I pressed the Help key when I got stuck doing what I was doing, and the next thing I saw was that the 0845 number was ringing. This would all be very impressive but it isn't because of the number the app insists on.

I do of course have a landline number for FD in my contacts book but your app doesn't use that number.

System

The number itself doesn't mean much as calls are routed any number of ways (including over the internet) to their final destination.

alanq wrote: »

One reason for the bank not to use the 0113 number is that not all calls are dealt with in Leeds. It has another call centre at Hamilton in Scotland. Using an 0845 number helps it to balance workload between call centres and provides resilience if for any reason Leeds becomes uncontactable. (Though of course this could also be achieved with an 03xx number).

Steve_xx

alanq wrote: »

One reason for the bank not to use the 0113 number is that not all calls are dealt with in Leeds. It has another call centre at Hamilton in Scotland. Using an 0845 number helps it to balance workload between call centres and provides resilience if for any reason Leeds becomes uncontactable. (Though of course this could also be achieved with an 03xx number).

It's not an adequate reason. They could still arrange for overflow on 0113 to be routed to Hamilton. In fact they could have the 0113 number and arrange for calls to be routed either to Leeds or Hamilton based on a longest idle basis per agent.

oldharryrocks

alanq wrote: »

One reason for the bank not to use the 0113 number is that not all calls are dealt with in Leeds. It has another call centre at Hamilton in Scotland. Using an 0845 number helps it to balance workload between call centres and provides resilience if for any reason Leeds becomes uncontactable. (Though of course this could also be achieved with an 03xx number).

They can do it with virtual 01/02 numbers as well.

karlie88

With regards to in-app phone calls...I have to say I'm most impressed with Barclays.

Logging in to the app is just as easy compared to FD. Select call us and hey presto, you're connected to a UK call centre, security has already been cleared via the app and you're using inclusive calling minutes.

pmduk

I'm not sure I'd call it sneaky of FD, just thoughtless, both Barclays and RBS Group have managed to code 03 numbers into their app, so it can't be too difficult - it's the same company monilink behind many of the bank smartphone apps.

Hominu

When I want to ring FD, I don't open the app, I just ring them from my contacts, which has the 0113 number installed.

In fact, I don't use the app at all, as I found it no better than simply using the website, unless things have changed ?

Archi_Bald

Hominu wrote: »

When I want to ring FD, I don't open the app, I just ring them from my contacts, which has the 0113 number installed.

if you read my posts you will see that this wasn't an option for me at the time

Hominu wrote: »

In fact, I don't use the app at all, as I found it no better than simply using the website, unless things have changed ?

I normally use the website too, but for certain things to do with security, you have to use the app if you opted for the software version of their security solution. I chose this as the last thing I needed was another gadget.

Many others will generally prefer to use the app whenever they can.

jimjames

pmduk wrote: »

I'm not sure I'd call it sneaky of FD, just thoughtless, both Barclays and RBS Group have managed to code 03 numbers into their app, so it can't be too difficult - it's the same company monilink behind many of the bank smartphone apps.

I'd expect it is just an oversight rather than anything deliberate.

In my experience numbers get coded in so many different places and not necessarily recorded, that when they change it's hard to track every use down.

Definitely one worth reporting to them so they can rectify it.