First Direct Praise

Piercedmrsp

I recently switched my main account to First Direct using this new fangled switching service after having problems with Smile (Co-operative bank) repeatedly failing to remove earmarks once funds had been paid, on a couple of occasions leaving me with no access to my money.

Anyway, I applied online and my new account was open within minutes. A couple of days later I received an email with all the info I needed, called them and they confirmed my switch date. The chap I spoke to was really helpful and friendly (and English) and answered all my questions satisfactorily. I received my new card and pin a couple of days after than and on switch day everything went smoothly. So smoothly in fact that it was all done well before the 11am deadline I'd been advised of. A week after the switch I got a courtesy call from First Direct asking if everything had gone smoothly, was I happy with the service and did I have any questions. She didn't even try to sell me anything! So all in all very pleased and it was very easy. I haven't got my £100 yet but it was explained I have to pay in £1000 first so should get it after I get paid.

Smile, on the other hand, are still mucking about. 3 phone calls and they still have not closed the old account despite claiming they didn't need anything further from me to close it and recognising that my debit card has now not been used for a fortnight. I don't have a cheque book either. Assuming First Direct don't do anything stupid I think the rest of my accounts will be shifting in the new year. Better savings rates too :T

Le_Kirk

If you used the Switch service, part of that deal is closing the old account so you should not have to be phoning them.

Piercedmrsp

I know, and this decline in customer service from Smile is one of the reasons I moved. They used to be very good but now not so much. I spoke to FD to check it wasn't anything on their end and as far as they're concerned everything has clone through so there's no reason for Smile not to close my old account. The cynical part of me wonders if they're artificially trying to "retain" customers, which is stupid because I still have a joint account and ISA with them so failing to close my account gets them nothing.