First Direct to switch to MasterCard Debit Cards

FatherTireseus

I received a letter recently telling me (First Direct customer) that they were going to turn my local HSBC branch into a Digital Service Branch (i.e. no counter, but self service machines).  Today I get a letter telling me that oh dear, the new Debit Mastercard isn't compatible with the self-service machines for cash deposits.  But not to worry, until they get things updated (and they're working hard on this) I can go to another town 11 miles / half an hour's drive away to the HSBC branch there where they haven't yet got rid of all the counters.  Or the Post Office, which is now squashed into the back of WH Smith, even though they kept the parcel collection service from the old post office building.

It also tells me staff will be on hand to help with the machines and judging by the number of people that seem to need help with them, even years after they were first introduced, I can't help but wonder how much they really save by doing away with the counters.  In my local HSBC branch the machines are so close together, if a member of staff is helping someone with a transaction it often means they are blocking access to one of the other machines.  Not to mention the fact the machines can get quite picky about accepting cheques paid in that way.

Ah well, I guess this is all progress.

Zephyrx

FatherTireseus said:

I received a letter recently telling me (First Direct customer) that they were going to turn my local HSBC branch into a Digital Service Branch (i.e. no counter, but self service machines).  Today I get a letter telling me that oh dear, the new Debit Mastercard isn't compatible with the self-service machines for cash deposits.  But not to worry, until they get things updated (and they're working hard on this) I can go to another town 11 miles / half an hour's drive away to the HSBC branch there where they haven't yet got rid of all the counters.  Or the Post Office, which is now squashed into the back of WH Smith, even though they kept the parcel collection service from the old post office building.

It also tells me staff will be on hand to help with the machines and judging by the number of people that seem to need help with them, even years after they were first introduced, I can't help but wonder how much they really save by doing away with the counters.  In my local HSBC branch the machines are so close together, if a member of staff is helping someone with a transaction it often means they are blocking access to one of the other machines.  Not to mention the fact the machines can get quite picky about accepting cheques paid in that way.

Ah well, I guess this is all progress.

On the plus side, you can pay in cheques up to value of £500 using the first direct app (£750 per day in total if paying in more than one), so you don't have to go near a branch. Seriously though - who uses cheques much these days? They're few and far between. They're also the most risky form of payment, so best avoided where possible. I suppose the "progress" is that an increasing number of people have no need to go near a branch anymore. 

Zephyrx

Lightning360 said:

username said:

WillPS said:

Always interesting to see what kind of headaches these transitions cause. It appears HSBC ATMs and self-service machines won't be able to identify these as HSBC Group cards initially - so customers will only be able to access the same services that any LINK debit card customer can.

Interesting how keen they are to position this as an improvement and yet so unwilling to actually go in to any detail as to how it is. I'm not a customer of FD, but I think I'd prefer the truth if I was.

The implementation does seem very half-arsed and rushed.

As a client of theirs, having read that FAQ it doesn't inspire confidence - and the fact that they have listed the issues as "temporary" but with no time frame for resolution is concerning.

Ultimately a change of card scheme should not result in any loss of functionality to its clients, temporarily or otherwise.

It should be transparent (apart from the new card being sent). Everything should work as before, and if it doesn't, the rollout should be slowed down to allow for fixes to be bedded in so that everything does work as intended.

I've lifted the FAQ off the page in case it disappears.

Temporary changes when using an ATM

When you use your Debit Mastercard at an ATM:

• you won’t be able to access mini-statements
• at HSBC ATM machines only, you won’t be notified if a cash withdrawal takes you overdrawn and charges may be incurred
• at HSBC ATM machines only, there will be no message on whether your balance includes your overdraft when you make a balance enquiry.

Alternatively you will be able to:

• view and print transactions and statements through Online Banking or the fd Mobile Banking App
• request details of recent transactions and postal statements via the Contact Centre on 03 456 100 100
• review details of overdraft through Online Banking or the fd Mobile Banking App

Temporary changes when at an HSBC branch

Although we don’t have any branches ourselves, you can always bank in person at any HSBC branch, or with our friends at the Post Office. When you use your Debit Mastercard to make a transaction at an HSBC branch, there are some temporary changes:

• you won’t be able to deposit cash into the self‑service machines
  
• you won’t be able to deposit a cheque into the cheque deposit machine by using your card to initiate the deposit – simply type in your account number and sort code instead.
  

Alternatively you will be able to:

• pay in cash or cheques over the counter at the branch. You can find details of branches here
  
• pay in cash or cheques at the Post Office. You can find details of branches here Opens an overlay [Will show a security message first]
• pay in cheques through the fd Mobile Banking App
• send cheques direct to fd

This roleout seems a lot poorer than Santander's switch to Mastercard. As far as I'm aware, there have been next to no issues to do with the roleout (they've had some issues with their Mastercards occationally not working, however, a lot of banks have these issues).

I worked for RBS / NatWest when they moved from switch to visa debit and the implementation was disastrous. The underlying problem is always the same - money. MasterCard will have offered them a higher slice of their interchange fees, and quite probably a bonus for moving across completely to MasterCard by a specific date.  RBS / NatWest had that with visa and really handled it badly. They sent people replacement cards when they were abroad etc and left then with no access to money 

SebH

First Direct do at least appear to have thought of that, as their FAQs mention that some people will have been sent a Visa replacement early to ensure that they continue to have a working card during the transition.

They will only give you 30 days after producing the new Mastercard to start using it, though, so that might fall across a holiday period for some customers if they are going on something like a lengthy cruise.

That said, it’s up to the customer to think of these sorts of things to an extent and it’s certainly the sort of thing I’d personally be checking if I expected to be away from home for a long period.

They do seem to have a cut-off date of September, which strikes me as soon, so let’s see how it goes.

jbrassy

SebH said:

They will only give you 30 days after producing the new Mastercard to start using it, though, so that might fall across a holiday period for some customers if they are going on something like a lengthy cruise.

I'm glad you pointed this out as I rarely use my debit card. I only use it once in a while to withdraw cash as I do the vast majority of my spending on credit cards. 

Jason1997

Herbalus said:

Looks like my wallet style is saved. Thank goodness 

Unfortunately not. Here is the new card design. I think it looks very cheap and tacky. Almost looks like a pre paid debit card. Very bad. 

EarthBoy

Jason1997 said:

Herbalus said:

Looks like my wallet style is saved. Thank goodness 

Unfortunately not. Here is the new card design. I think it looks very cheap and tacky. Almost looks like a pre paid debit card. Very bad. 

I like it. Plain and understated.

colsten

All of the more recent debit cards I received look like this. Virgin, TSB, Tesco. Embossed cards with huge graphics are becoming history. The next step will be that physical cards will be history as people will increasingly have devices which enable electronic payment.

stclair

colsten said:

All of the more recent debit cards I received look like this. Virgin, TSB, Tesco. Embossed cards with huge graphics are becoming history. The next step will be that physical cards will be history as people will increasingly have devices which enable electronic payment.

I’m surprised banks have not starting offering some incentive for customers not to have one. 

EarthBoy

stclair said:

colsten said:

All of the more recent debit cards I received look like this. Virgin, TSB, Tesco. Embossed cards with huge graphics are becoming history. The next step will be that physical cards will be history as people will increasingly have devices which enable electronic payment.

I’m surprised banks have not starting offering some incentive for customers not to have one. 

Well they don't offer incentives not to have cheque books either, and they're just optional extra nowadays.  Debit cards are still essential unless you have a smartphone with NFC so that you can use GooglePay or ApplePay.  My phone doesn't have NFC so I need a debit card, and I'd be very disgruntled if they offered incentives not to have one as I wouldn't be able to take advantage of the incentives, through no fault of my own.
However, I wouldn't be surprised if debit cards become optional, and they only send them out if you request them.