First Direct - Customer Service Appaling

misscutiepie1984

Im in a DMP and on this occasion i paid my money to the Debt management company via the post office Transcash.

I recieved a letter saying my payment had not be recieved so i was rather concerned..... i phoned up my debt management company and was told they could not check and i had to go to the post office in person...... when i arrived there they told me it should not be me tracing the payment :mad: .

So now my creditors have not been been paid which could result in defaults that are not my own fault. They are now not going to pay my creditors till the end of this month so a month late :mad: . I don't fully trust that they will contact the creditors on my behalf so i decided to ring round myself ........ bad move!!!!!!!!

I called First Direct and i assumed my password was my mothers maiden name which it was not, i had a toss up between 2 more passwords and i guessed the wrong one...... i was then told i could not access my account but could speak to someone else who could check different details. The guy on the other end of the phone could see the number i was calling from was different to the one on record, i said i had sent in my new address 5 months ago etc may have forgotten to include my number he said NO thats not happened.

I said is there no way around it he said he would check with his supervisor and came back to me and said no.... i said can i speak to your supervisor and he said NO YOU CANT, he suggested i write in again to change my address and i asked how could i be sure it would get there this time and he said send it to him personally.

I then ended that call and phoned up again and was put through to a gentlemen that confirmed my address had indeed been changed and didn't see the problem... which im sure the first guy could have done for me in the first place.

It was really important that i spoke to them so they understood i had paid and that it was not my fault etc and when they would recieve payment i just think this was a SHOCKING lack of customer service???

sorry for long winded message

PLEASE MOVE IF THERE IS SOMEWHERE MORE APPROPRIATE

misscutiepie1984

(((((bump))))))

BlightyAndy

Sorry to hear your problem, (((hugs))) (soz reminded me of another forum...)!

misscutiepie1984

Thanks AndyGrayUK

misscutiepie1984

(((((((((((bump)))))))))

soolin

I don't know anything about DMP so can't answer that bit. However, i can say as a First Direct customer I am very happy that they take their security so seriously. I'm just watching a TV article at the moment about how a good con man can persuade people to part with info, the fact that you had an incorrect password an incorrect address and the wrong telephone number on file and were refused any info at first was a very good thing.

maybe think about signing up for internet banking so you can change all your details on the screen and also watch for payments etc?

Rafter

You couldn't remember your security details.

The staff are trained in this situation to be very wary because you could be a fraudster trying to access someone elses account.

I'm sure you would rather they were cautios in this situation rather than just letting you through security based on getting only some of the details right!

Their customer service looks spot on in my view and if you are unhappy why not move elsewhere?

R.

Iamthesmartestmanalive

misscutiepie1984 wrote: »

Im in a DMP and on this occasion i paid my money to the Debt management company via the post office Transcash.

I recieved a letter saying my payment had not be recieved so i was rather concerned..... i phoned up my debt management company and was told they could not check and i had to go to the post office in person...... when i arrived there they told me it should not be me tracing the payment :mad: .

So now my creditors have not been been paid which could result in defaults that are not my own fault. They are now not going to pay my creditors till the end of this month so a month late :mad: . I don't fully trust that they will contact the creditors on my behalf so i decided to ring round myself ........ bad move!!!!!!!!

I called First Direct and i assumed my password was my mothers maiden name which it was not, i had a toss up between 2 more passwords and i guessed the wrong one...... i was then told i could not access my account but could speak to someone else who could check different details. The guy on the other end of the phone could see the number i was calling from was different to the one on record, i said i had sent in my new address 5 months ago etc may have forgotten to include my number he said NO thats not happened.

I said is there no way around it he said he would check with his supervisor and came back to me and said no.... i said can i speak to your supervisor and he said NO YOU CANT, he suggested i write in again to change my address and i asked how could i be sure it would get there this time and he said send it to him personally.

I then ended that call and phoned up again and was put through to a gentlemen that confirmed my address had indeed been changed and didn't see the problem... which im sure the first guy could have done for me in the first place.

It was really important that i spoke to them so they understood i had paid and that it was not my fault etc and when they would recieve payment i just think this was a SHOCKING lack of customer service???

sorry for long winded message

PLEASE MOVE IF THERE IS SOMEWHERE MORE APPROPRIATE

1) re the missing payment, no it isnt yourself who has to look into it but you do need to report it to the source and get them to look into it, if a payment hasnt arrived the receiver cant do anything, you need to tell the post office to locate it and sort it

2) Re forgetting your password, your own fault, you gave it and couldnt remember it, they acted in the correct manner and passed you elsewere for alternate checks

3) Your address wasnt changed, that is your responsibility to ensure it is done and no one elses

4) you couldnt pass security or be verified so no wonder they wouldnt discuss your account

5) re the address change issue, more and more banks are doing checks on these, I personally think you misunderstood and were told as the phone numbers they had were incorrect you needed to provide them ID

Frankly I think your account was dealt with properly, Its not their problem you dont remember your ID q's or keep your information upto date

All your problems are your own doing at least with first direct

They'd be perfectly entitled to demand an apology for this post as its defamatory and completely wrong

First Directs customer service was fine, its you who was in the wrong

skiddy2k

Why are you Bumping this thread? You've made your point, you dont like their CS simply because you didnt like the reply of one member of staff... if you had a box of over 50 apples and one of them was rotten, does it mean the rest of them are rotten as well? not necessarily.

Due to the unessary "bumps", it seems to me as if this thread was created for one of 2 reasons... 1) to get sympathy 2) to give FD a bad reputation.


Personally, FD's staff have been great with me, always polite and helpful and I've had nothing but 5star service from them.
Seems as if the service you received isn't too bad either.

CopperPlate_2

Have to say that the password thing really is your own fault (as you will already know!), and banks these days are just not willing to take chances speaking to someone who they can't confirm the identity of. The first guy, as far as I can see, wouldn't put you through simply because he didn't trust that he was speaking to the account holder - the second one you spoke to was when you phoned back (and presumably sailed through the security checks that he put you through) and confirmed your address change hence he was satisfied you were the right person to speak to. If they think you're dodgy (which you obviously weren't) then can you blame them for being suspicious and getting short with you? I think you're doing fd a great disservice by having a go over such a minor matter - albeit a major issue for you in finding the source of the payment failure, nevertheless, still minor in the actual event involving the bank assistant.