Replacing First Direct secure key could stop you logging in for 3 weeks

EthicsGradient

Running my First Direct current account from my laptop, but not having a smartphone I can load their app onto, I use their physical Secure Key. At the moment, you can log on without it for basic stuff - balances, statements, payments to other accounts you've paid before - but more than that needs the secure key.

They've said they're going to require use of the secure key for everything soon, so when mine gave me a 'low battery' notice, I asked them for a new one, declined to move to the app since I can't, and so they said they're sending me one.

2 days later, I get an email with a code for the new key. The next day, I try to log on, and it won't allow me on at all (not even for checking the balance) without the new physical secure key. 3 days after that, still no sign of the new key in the post. So I phone up; after 5 minutes on hold (remember when First Direct answered at once? Those were the days), I get through, and they tell me that thanks to high demand, it can take up to 3 weeks for new secure keys to arrive. And no, they can't allow me to log on to the account until then.

I think I'll manage (and I may be able to do things over the phone), but for many people this would be a real problem. It's certainly incompetent of them. Of course they don't tell you they're locking you out for up to 3 weeks when you say "can I have a new one since you demand I use this?".

masonic

When my physical secure key's battery started running out, I looked into getting a replacement and it seemed there was going to be a lot of dragging of feet.

I therefore decided to set up a digital secure key in their app - job done in 5 minutes.

soulsaver

You're still be able to phone bank with them without the secure key?

EthicsGradient

Yes, I can still phone them (but that's not as quick as it used to be, since they have few people on the phones these days - as I said, I was on hold for about 5 minutes). If I do want to, say, make a payment to someone new, I presume I'll be able to do it over the phone, but I don't know - I've been using the internet for First Direct, rather than the phone, for nearly all this millennium.

Highland76

OP, use 0113-2345678 to call FD, they will answer the phone within a few rings.

john539

EthicsGradient wrote: »

Running my First Direct current account from my laptop, but not having a smartphone I can load their app onto, I use their physical Secure Key. At the moment, you can log on without it for basic stuff - balances, statements, payments to other accounts you've paid before - but more than that needs the secure key.

They've said they're going to require use of the secure key for everything soon, so when mine gave me a 'low battery' notice, I asked them for a new one, declined to move to the app since I can't, and so they said they're sending me one.

2 days later, I get an email with a code for the new key. The next day, I try to log on, and it won't allow me on at all (not even for checking the balance) without the new physical secure key. 3 days after that, still no sign of the new key in the post. So I phone up; after 5 minutes on hold (remember when First Direct answered at once? Those were the days), I get through, and they tell me that thanks to high demand, it can take up to 3 weeks for new secure keys to arrive. And no, they can't allow me to log on to the account until then.

I think I'll manage (and I may be able to do things over the phone), but for many people this would be a real problem. It's certainly incompetent of them. Of course they don't tell you they're locking you out for up to 3 weeks when you say "can I have a new one since you demand I use this?".

Yes, it's unfortunate & over the top that banks are being forced to increase online security and you will have to use Secure Key or other methods to do anything online, even check balance or make transactions to established payees already setup.

Silly & over the top.

Vortigern

I've recently switched from the physical key to the digital/mobile version.

If I gave the device to the OP, could first direct link my old key to the OP's account? When collecting an HSBC physical key from a branch, they just needed the device serial number to link it to my account.

Also, does anybody know of a freepost address to return first direct keys for recycling or reuse?

gt94sss2

Vortigern wrote: »

If I gave the device to the OP, could first direct link my old key to the OP's account?

No, it wouldn't work.

Also, does anybody know of a freepost address to return first direct keys for recycling or reuse?

From their website:

Please return it to us either in person at any HSBC branch, or in the post, free of charge, to FREEPOST HSBC SKR CENTRE. Please make sure you write this all in capitals to make sure it reaches us.

mrmajika

Highland76 wrote: »

OP, use 0113-2345678 to call FD, they will answer the phone within a few rings.

That's the geographical number, promoted for contacting them from abroad. It's been stored in my phone for 10 years (from the era when geographical numbers were free and 0845 numbers were not).

The queue times using that number have increased in the last year. I'd be amazed if queue times differ between using that number and the 0345 number. Surely all calls will get routed and queued in the same manner, unless you know otherwise?

Highland76

mrmajika wrote: »

That's the geographical number, promoted for contacting them from abroad. It's been stored in my phone for 10 years (from the era when geographical numbers were free and 0845 numbers were not).

The queue times using that number have increased in the last year. I'd be amazed if queue times differ between using that number and the 0345 number. Surely all calls will get routed and queued in the same manner, unless you know otherwise?

I've been using their 0113 number to call them since 1998 (easier to remember lol) and can't ever remember being on hold for more than a minute but then again I don't call them everyday. The last time i called them was a week or two ago and they picked up the phone within 10 seconds. It may simply be the case that there are longer waiting times at peak periods. At least they pick up the phone eventually. Now compare that to Starling Bank who will ask you to leave a message when calling them at busy times :rotfl:

[Deleted User]

john539 wrote: »

Yes, it's unfortunate & over the top that banks are being forced to increase online security and you will have to use Secure Key or other methods to do anything online, even check balance or make transactions to established payees already setup.

Silly & over the top.

Perhaps if people stopped sending money to scammers or giving away their secure information then the banks wouldn't need to do this. Unfortunately, we all have to pay the price for stupid people who need protecting from themselves.