First Direct Secure Messages

Hominu

Just recently when I've sent a secure message to FD, and entered the number from their Secure Key to prove it's me, they've not bothered to reply to the message but ring me on my land line instead. Since I'm rarely in the house they go down as missed calls. They've got my mobile but don't seem to ever bother ringing it. I've forgot my telephone banking details as it's been that long since I've last rung them.

So I thought since they couldn't contact me via their preferred method they'd send me a secure message the next day. Nope, another missed call.

So I ring them and ask, they still refuse to answer my question even for a generic customer (ie, not talking about my account in particular) and apparently they can't ring my mobile for "security reasons". Can't reply to my secure message as people could read it without the secure key (but they'd still need to login first, but apparently this is also insecure).

In the end I sent the same message to Nationwide and got a reply within the same day. Yes it looks like a generic reply, but its the information I required. Just happens that I have some savings with them as well, so it'll be easier to fund the account.

I'm just wondering now if this is a single person at FD, or some kind of weird new company policy? As in, they can act on your secure messages but don't want to reply to them for 'security reasons'.

ffacoffipawb

I've always received message responses from FD with no problem at all.


What sort of question were you asking them?

meer53

What do you select when asking for a reply ? Do you select electronic message response ? If you're not making any choice, maybe thats why they're phoning you ?

zerog

Remove your landline and add your mobile phone as the only number they have for you.

planteria

agreed. give them no option about how to reach you..

meer53

If you're asking them to confirm your telephone security details then they will never do that. You'll have to reset them all by phoning them. They won't reset security details if you're calling from a mobile either.

If they can't verify you by telephone they won't discuss anything with you. I can't really see what your issue is ?

zerog

meer53 wrote: »

They won't reset security details if you're calling from a mobile either.

How can they tell?

meer53

zerog wrote: »

How can they tell?

Caller display.

Hominu

Sorry, it appears I missed that part out of my original rant.

I was trying to ask them "If I transferred cleared funds (eg. from a savings account) into my current account, is there a maximum amount I can spend on my debit card in a single transaction before it's regarded as fraudulent or simply declined and do I need to notify them in advance of a large purchase to prevent that from happening ?"

It seems they declined to answer. I selected "secure message" as the reply choice and also left my mobile number in case they wanted to get in touch.

I sent the same message to Nationwide and they replied the same day saying that for small purchases the limit is my account balance + overdraft, for large purchases it's my account balance only. Ie, they will not allow you to go £10K overdrawn in a single transaction (which is good) and could I please inform them of my preferred contact details if such a transaction is outside my usual spending pattern.

Thinking about it, maybe FD checked my account status and noticed that the only savings I have with them is a regular saver, so maybe they were wondering where the money would come from. Still, a reply would have been nice.