FIRST DIRECT

ZeroSum

Bigwheels1111 said:

ZeroSum said:

Yup, I've been critical of these many a time. For me, the whole set up process should be classed as part of the customer service. Because its extremely user unfriendly, and therefore customers are being mislead.

I only joined for the switching bonus & then 5% regular saver (I didn't use the current account other than transferring the savings money into)

Also, when you get a new phone, you need your old phone to set up the new phone. Which is a problem when your old phone is broken

Not sure on the old phone part.
I switch from phone to iPad and back to another phone etc.
I call them and they delete the old phone access and I just add new device.
Same with iPad, I upgraded to a new IPad Pro last year, Wiped the old one clean.
Just called FD and they deleted old iPad and I just downloaded the new app of off you go.

Yes, you need to call them up as an alternative. It's an extra effort that shouldn't be needed

ZeroSum

gt94sss2 said:

ZeroSum said:  Even now, you can't even access their website online banking without a smartphone. What's the point in that? The website is supposed to be the alternative for those who don't have smartphones

You can use a physical security key. You don't need a smartphone.

So that's something else, I'd have to phone up & request, then wait a few days until it arrives. Which btw they've not actually told me about. Ie poor customer service 

Daliah

ZeroSum said:

gt94sss2 said:

ZeroSum said:  Even now, you can't even access their website online banking without a smartphone. What's the point in that? The website is supposed to be the alternative for those who don't have smartphones

You can use a physical security key. You don't need a smartphone.

So that's something else, I'd have to phone up & request, then wait a few days until it arrives. Which btw they've not actually told me about. Ie poor customer service 

It’a hideous gadget, something that should be in a museum now. They know this, it’s why they try and stear people towards their digital secure key. But they still cater for the dwindling number of customers who for one reason or another don’t have a phone which can run their app.

kaMelo

And here's me using the "hideous gadget" in preference to any form of app or text message verification.

adamp87

ZeroSum said:

Bigwheels1111 said:

ZeroSum said:

Yup, I've been critical of these many a time. For me, the whole set up process should be classed as part of the customer service. Because its extremely user unfriendly, and therefore customers are being mislead.

I only joined for the switching bonus & then 5% regular saver (I didn't use the current account other than transferring the savings money into)

Also, when you get a new phone, you need your old phone to set up the new phone. Which is a problem when your old phone is broken

Not sure on the old phone part.
I switch from phone to iPad and back to another phone etc.
I call them and they delete the old phone access and I just add new device.
Same with iPad, I upgraded to a new IPad Pro last year, Wiped the old one clean.
Just called FD and they deleted old iPad and I just downloaded the new app of off you go.

Yes, you need to call them up as an alternative. It's an extra effort that shouldn't be needed

Then the answer is go to another bank. First Direct is primiarlly a telephone only bank, it's hardly unexpected that you need to call them

ZeroSum

adamp87 said:

ZeroSum said:

Bigwheels1111 said:

ZeroSum said:

Yup, I've been critical of these many a time. For me, the whole set up process should be classed as part of the customer service. Because its extremely user unfriendly, and therefore customers are being mislead.

I only joined for the switching bonus & then 5% regular saver (I didn't use the current account other than transferring the savings money into)

Also, when you get a new phone, you need your old phone to set up the new phone. Which is a problem when your old phone is broken

Not sure on the old phone part.
I switch from phone to iPad and back to another phone etc.
I call them and they delete the old phone access and I just add new device.
Same with iPad, I upgraded to a new IPad Pro last year, Wiped the old one clean.
Just called FD and they deleted old iPad and I just downloaded the new app of off you go.

Yes, you need to call them up as an alternative. It's an extra effort that shouldn't be needed

Then the answer is go to another bank. First Direct is primiarlly a telephone only bank, it's hardly unexpected that you need to call them

Its 2022 for goodness sake. 

I currently don't use FD, but the discussion is around their fabled great customer service. These antiquated systems they insist on, means that their actual customer service is poor in reality

Brewer21

Once set up FD is fantastic, been with them for 20+ years. If you can't set the security/passwords up that's the users fault.
Never had problems setting up any banks secure systems that they require and if I have had problems, (Lloyds spring to mind with there over zealous of me money laundering) I can't think of any other bank, and I've had most of them, that's been troublesome.