Think twice before switching to First Direct

smipx013

phillw said:

smipx013 said:

I guess I have been spoilt over the years with a brilliant First Direct and maybe they are just slipping down the pole to reach the level of many other banks

I probably won't leave them but it made me feel better to vent a bit.

So you told everyone to "think twice before switching to First Direct" & you're not going to leave them?

Probably but not definately. I will take a long hard look and decide. There is a difference between a person leaving a bank that they are currently with and a person looking at the merits of joining a new bank though. The criteria to "leave" is not really the same as the criteria to look at all bank accounts available and "pass over" one that has a poor service in a specific area.

If someone is trying to decide between 2 new banks then the experience in my post information may be pertinent to their decision.  I really have no idea if any banks are "better" as I have not done the research - yet!

Millyonare

For me, First Direct's customer service has collapsed.

Instant phone pickup, highly skilled phone staff and instant problem solving have been replaced this year by very long queues on the phone, often clueless phone staff, and problems taking several attempts to get right.

They were once (by far) the UK's best bank. Now, I find them to be the worst. Quite a collapse.

Astria

Millyonare said:

For me, First Direct's customer service has collapsed.

Instant phone pickup, highly skilled phone staff and instant problem solving have been replaced this year by very long queues on the phone, often clueless phone staff, and problems taking several attempts to get right.

They were once (by far) the UK's best bank. Now, I find them to be the worst. Quite a collapse.

I had to factory reset my phone which then meant I couldn't use First Direct banking because there was something on that phone which I couldn't backup, and the only way to get it back was to call their call center, it took over 40 minutes to get through which although on par with other banks is not what it used to be (typically under a minute), the whole call took well over an hour and I don't know why they need it as no other bank seems to require it. Some ask for simple details like your login id, password, personal details and maybe your card information, others require a selfie to prove your id (such as Chase), and they allow installation on more than one device which FD do not due to some "fingerprinting" technology they use.

phillw

smipx013 said:
I really have no idea if any banks are "better" as I have not done the research - yet!

Would you say it's fair to say that people should therefore think twice about following your advice?

phillw

Astria said:
it took over 40 minutes to get through which although on par with other banks is not what it used to be (typically under a minute), the whole call took well over an hour and I don't know why they need it as no other bank seems to require it. 

I wonder if covid forced so many people to engage with phone banking that they decided to continue using it.

subjecttocontract

I applied for a First Direct account on 25/9........the account is open but I can't access it. I have to wait another 10 days for a 'secure key'. I'm also still waiting for the pin number for the bank card.......been waiting 17 days for that. They are so, so slow and seem to be far more concerned about security than any other bank or building society I've dealt with.

Bigwheels1111

Had this problem 5 or 6 times in the last 2 years.
Its not FD fault, the fraud team is run by the HSBC, Who have outsourced it to India, South Africa etc.
As soon as I have full access to my Esaver at Santander I expect to have the problems again.
Transferring a large amount from Gatehouse to FD to Santander.
All in 2 days due to FD 50k limit per day and fraud check.

IAMIAM

First Direct is great if you are not a 'needy' customer and self serve a lot. I prefer them. 

phillw

subjecttocontract said:

I applied for a First Direct account on 25/9........the account is open but I can't access it. I have to wait another 10 days for a 'secure key'. I'm also still waiting for the pin number for the bank card.......been waiting 17 days for that. They are so, so slow and seem to be far more concerned about security than any other bank or building society I've dealt with.

I didn't know they were still issuing secure keys, I had one before but when I opened an account recently then I didn't get sent anything & just used my phone.

subjecttocontract

Yes the guy at FD did ask if I had a mobile phone. I explained that my mobile was quite an old one and that I hadn't seen it for a couple of days, I couldn't remember where I left it and even if I found it I was unlikely to turn it on unless I needed to make a call. I said I have no idea what an App is and as soon as I had told him all this he kinda gave up and agreed to send me a 'securekey'. It's a mad world ain't it ?