First Direct - service not so great anymore

Archi_Bald

bravotango wrote: »

It would be disappointing to see FD fail, as I did think about opening up an account with them about two years ago.

I don't believe anyone has suggested they would fail. It's very easy to switch to a different bank if you are concerned.

eskbanker

colsten wrote: »

I for one couldn't care much about the call centres as I expect to be able to do 99% of my transactions online, without having to have any direct interaction with another human.

Normally I'd agree with you and share a strong preference for doing everything online rather than by phone, but having recently opened an FD account and switched to it, I also experienced the same as others on this thread of having to make repeated phone calls in order to proceed.

In particular the switch process necessitated two calls, one to arrange it in the first place and then another to confirm after paperwork had come through - after getting through on the main number I was advised that there was a 30-minute wait to speak to the switching team! I phoned back later when there was 'only' an 18 minute queue, the switching team seemingly work shorter hours than the rest which perhaps explains why they're so busy when they are open....

Rachiedabbler70

I started the switch process on 27 Feb with FD and finally everything sorted by 23rd March. calls unanswered for 20 mins at a time and 2 direct debits not set up in time so I was charged 26.50 for late payments by 2 companies concerned. I recovered £25 from one company after telling them late payment was due to bank switch and got remainder back from FD. I did however receive the £150 switch bonus on time and found staff knowledgeable and helpful when did get through. Glad I switched but was a hassle and hope my exemplary credit rating has not been affected by late payments as I've never missed a payment in my life before.

bravotango

Archi_Bald wrote: »

I don't believe anyone has suggested they would fail. It's very easy to switch to a different bank if you are concerned.

I meant it would be a shame if First Direct were to lose their status as one that had good customer service.

Judging by some of the comments here, it does imply they aren't as good as they were before

bigadaj

It's always confused me why they are so highly rated, I transferred to them about ten years ago but didn't like their set up at all so moved away again.

It could also be of course that other banks and building societies have improved their game, which has the dual effect of raising the level of the playing field and providing a wider range of alternatives which provide more options for individuals rather than the traditional big four when first direct started out.

colsten

bravotango wrote: »

I meant it would be a shame if First Direct were to lose their status as one that had good customer service.

Given that nobody has defined what "Service" means, it wouldn't really matter if that whole survey was never done again.

Tragen

sorry to bump an old thread...

I switched on the 27th may (just within the 3 months), the chap on the phone told me explicitly that the amount that is transfered in would count as crediting the account, so I made sure the account I switched (hsbc) had over 1k in it. This should have met the criteria. I am going around in circles still with them over this, and now waiting for them to reply to my "complaint".

Has anyone had this specific problem? it's now months later.

djpailo

Tragen wrote: »

sorry to bump an old thread...

I switched on the 27th may (just within the 3 months), the chap on the phone told me explicitly that the amount that is transfered in would count as crediting the account, so I made sure the account I switched (hsbc) had over 1k in it. This should have met the criteria. I am going around in circles still with them over this, and now waiting for them to reply to my "complaint".

Has anyone had this specific problem? it's now months later.

Hopefully you get a positive outcome from your complaint. Good luck.

realaledrinker

Account opening if you were a previous account holder is a tortuous process.


You endure a 45 minute telephone application (really) then get a call a couple of weeks later asking for further information (e.g. mother's maiden name which I am sure was asked for originally). They then want to call you at your place of work (not always possible). As I am a contractor with a Personal Service Company, this was my 'home office'. When they called they claimed I had put down that I was "self employed" which no way would be the case, but which triggered further checks.


No doubt by the time the bloody account gets opened their regular saver rate will have been slashed but hey ho.

Tragen

Well, I got my reply "by" august the 16th... on august the 16th. Poor show. Got an appologetic but somewhat robotic sounding email together with the incentive and an extra £25.

I definitely wont be staying with them.