Contacting First Direct (phone and web); button in the bottom right of this screen (AWOL)

TMSG

Trying to contact FD over the phone has become very, very hard (look at their trustpilot profile and you will get an idea), at least when calling at "normal" times. So whenever I can I have contacted them via their website contact form which was a bit basic BUT DID THE JOB. Nowadays that form is gone (there's just a Feedback/Complaints form left) and has apparently been replaced by a mysterious "button in the bottom right of this screen". Problem is... there is just no such button, not in various desktop web browsers, not on a tablet and not on a smartphone (I've tried 5 devices) . So I talked to them now a few times about this strange missing button but there is no real help/hint/explanation. They just talk about non-standard screen resolutions (I normally use 1920x1080 on a desktop which looks pretty standard to me) and so I have tried all sorts of different resolutions, to no avail. I have now given up but perhaps another user had/has the same problem and actually found a solution or knows how get this button!? Hope springs eternal... so if you have an idea please tell me.

p00hsticks

just had a look (on my laptop using Firefox)  and I can clearly see the button (I clicked on 'contact us' at th bottom of the left hand menu after logging on and there is then a 'message us' button in the bottom right) so I'm afraid I can't help, other than to confirm that the button does exist for some of us.   

TMSG

Hm... so I installed FF (I am using a Chromium-based browser) and checked... no button :-(

p00hsticks

You;ve probably done this already but....

If they are suggesting that it's down to your screen resolution ,have you tried adjusting your browser window so it doesn't occupy the whole screen ?

TMSG

Yes, I have physically changed the screen res to various "standards" and also played with the size of the window... nothing I tried made this button appear.

If their phone service were as good (even half as good) as it used to be then this would be NBD but I don't want to wait up to 30mins for a simple query.

And thanks for trying to help!

TMSG

Actually, I am beginning to think that this may not be a problem of the browser or screen res at all... perhaps this button is just not (yet?) enabled for some users? I have now tried 4 different browsers on 5 devices and NONE of them showed that button. I am really at my wits' end...

p00hsticks

TMSG said:

Actually, I am beginning to think that this may not be a problem of the browser or screen res at all... perhaps this button is just not (yet?) enabled for some users? I have now tried 4 different browsers on 5 devices and NONE of them showed that button. I am really at my wits' end...

When you select the 'contact us' option, what do you actually see ? I get a screen that tells me to send them a message using the button at the bottom right - do you get the same ?

TMSG

Well, I get a screen with the text you mention and below two clickable boxes which open further Contacts or a Feedback/Complaints form. See https://ibb.co/vjrPV9x

Migster

I've just logged in via Chrome on my PC and on the screen you mention with the two boxes, I have a "Message Us" button bottom right

TMSG

I just can't believe this :-( I downloaded and installed Chrome (though not a great fan of this) and immediately after the install logged into my FD account... NO BUTTON.

I think I just have to accept defeat and give up trying to contact FD online. This in 2021 :-(

username

Write via the complaints form. I had a similar issue, trying to contact them online and there was no such button.

Someone will listen if you do contact via that form, even if it is to tell you to clear off and phone them.

Which, I don't understand the point of for something simple like reactivating a dormant account in my case, where it is a case of just "doing the needful" (as they say in India) and pressing some buttons on the computer to re-enable it.

I had to be passed to another person who put me on hold before doing the necessary - why in 2021 this can't just be done via an instruction from the client on a secure message I have no idea.  Why there is any need to talk to anyone?

Really frustrating, all in all took about 1/2 of my lunch hour for something so simple, mostly because of the wait times listening to tinny music.

I wasn't in a rush to get the account reactivated, which is why I had sent a message just asking them to kindly reactivate it.

Thinking they might have some back-office team that just solely deals with such messages/requests and has all powers required in order to be able to do so.