NOT impressed with First Direct so far....

phebe3

We decided after 30 odd years with our bank to switch to First Direct.. The nail in the coffin for us was the closure of our old bank's local branch...thus severing any loyalty ties and leaving us thinking that we may as well bank anywhere now we didn't have a local branch (yes, I know, we don't NEED a local branch but m-in-law still gives cheques for birthdays etc!)

So, after reading through Martin's Money and various other sites we plumped for First Direct....incentive for switching AND top marks for customer service and efficiency. At the same time I switched a sole account to another bank also offering an incentive. Both were ending this last weekend, or reducing.

Well, not sure who is giving the marks for efficiency here but that is NOT my experience so far as a new/potential customer of First Direct. I have already had to make two phone calls to First Direct, have never got through to an actual person but am left in a queue, being assured I am a valued customer at intervals and had to hang on for quite a bit before getting through to a customer help person. Yes, they are very sympathetic and helpful to me ONCE I eventually get through to speak to them but so were my last bank, and the one I have switched to.

Incidentally, the OTHER rival bank I have switched to processed my application within an hour or two, e-mailed me to tell me it was being processed, and when it had been processed, (we have heard NOTHING from First Direct since we applied) sent me my code for internet banking today and when I phoned up about something were able to answer my call almost straight away. No listening to tinny classical music a la First Direct.

Anyone else had trouble with the "number one for customer service" bank or is it just me?!
:mad:

masonic

Maybe they are all too busy on the phone reading out terms and conditions to customers they don't trust to read them online: https://forums.moneysavingexpert.com/discussion/5353377

Futuristic

I signed up to FD few weeks ago online, it was seamless. Received email next day as it said I would with my switch documents, following received my welcome pack which said to call a number to confirm details/activate, was on hold for about 2 minutes and had 10-15min call to setup telephone banking security details and confirm switch details. Day later the card and pin came. Got the bonus following week.

Called around 3 PM, I can only assume CS is busy after 4.

Similarly, I got someone else to sign up on Sunday but they have had no switch confirmation email but received welcome pack on Tuesday and as again, called to confirm account details & switch. Card came today I believe and so just waiting for pin & cashback.

phebe3

Well, am going to hold off and go ahead with it all, a hoping it's just a glitch. I have been surprised..and not in a good way....by how long it has taken me to get through to an actual person on the phone..and that's on two separate occassions.....

robatwork

Why do you name the bank you are displeased with but don't name the one who have treated you well?

phebe3

Just an oversight...it was TSB!

Kendall80

They've been ok for me so far although its been nearly 2 weeks since i met all switch criteria - still no £150 bonus.

Lolly88

I've had a similar experience, opened an account last week and was on the phone for over 20 minutes before I got through to someone. After that call I was told I would also need to also speak to the switching team and so they put me through and I then spent another 15 minutes on hold and when I finally got through to them they told me that I needed to call them back when I received an e-mail from them....which I'm still yet to receive! I've never been on hold that long with any other banks I bank with, not impressed so far.

thrope

Same opinion here. I've opened accounts with Halifax and TSB lately - both went much smoother and quicker than First Direct, and I can get through to someone on the phone quicker with both of those.

For example switching - either of those others I filled in a form online in 2 minutes, got the date immediately and everything went through (got several letters over the next few days confirming everything). For First Direct I have to phone up to set up the switch - 15 minutes on hold, 15 minute phone call because they have to read out all the terms and conditions. Then the switch still isn't started - they have to send me paperwork (which I haven't received 4 days later) which I have to read and then call up again to actually confirm the switch!

The login / security system with First Direct seems completely archaic and really annoying. Ihave to use an app on my phone to log into the website... two factor is great for transactions but do I really need it just to log in and check my balance? And "memorable place", how is that secure if anyone over hears you? Other banks ask for charecters from a password, anyone listening in doesn't know what characters you are asked and they are different every time.

I think I will be moving on once I get the bonus paid.

masonic

thrope wrote: »

The login / security system with First Direct seems completely archaic and really annoying. Ihave to use an app on my phone to log into the website...

I have to agree about the online banking being poor. They have been well and truly overtaken and trounced by the competition now. But you can log in with limited access without using the secure key / app. I think I've only used the second factor a couple of times when I've needed to set up new payees - for everything else I just go to the limited login page.

Futuristic

thrope wrote: »

The login / security system with First Direct seems completely archaic and really annoying. Ihave to use an app on my phone to log into the website... two factor is great for transactions but do I really need it just to log in and check my balance?

Considering the fact some banks (Nationwide/Natwest) require you to have a physical key device it's not that bad. At least here you have option of mobile which is always with me.

I think text message/call with code works better from TSB/Santander however.