new first direct account - massive UX fail?

danthemoneysavingman

Wonder what others' experience has been recently.

Seems they still lean heavily on being a mainly telephone bank...

I opened the account reasonably easily.

Got stuff through the post but not the Telephone password, which is required to register for digital banking (online/app).
Waited a further 2 weeks but no, so called them up.

After a lengthy and challenging conversation, they let me set my telephone password.
So I went back to register for digital banking... guess what? wouldn't work.
So, had to call them again.
After jumping through even more hoops, I guess they did something their end as my password was eventually recognised.

Setting up the app was a pain also!

Next day, i remembered they offer that 7% regular saver product, so had a look, yes I qualify, so tried to apply for that.
"No you cant do that, call this number", it said.

So I called the number.
"No we cant open that for you on the phone" they said...

...so why am I told to phone them up?

Seems there was a "marker" on my account, something related to either a debit card or mortgage, that was very unclear and simply not explained even though i specifically asked...


You get the picture.

So, if all that sounds like a frustrating PITA, I strongly advise against opening an account with first direct.

Only reason I did was because I have a mortgage with them but they offer no way to see your mortgage without having the app, which you cant have unless you have a current account, blah blah  blah...

Well, that's my two penn'orth, feel free to share you own RECENT experience. Perhaps you fared better!

Cheers

northwalesd

My experience was totally different. Opened a First Direct current account in Feb, once able to access it then I set up the regular saver. I had no issues with any of the process.

pecunianonolet

Same here, flawless from start to finish including switch bonus, setting up reg saver, debit card, pin, postal letters, etc. Setting up the app is a bit annoying as they want a million of things like passwords, memorable words, pin codes, blah blah but all worked in the end. No design gimmicks, animations and other stuff there either which is very much to my liking. 

ForumUser7

For the First Direct Current Account, if I am required to submit ID, do they allow this to be done online (i.e. uploaded photos), or do they require it to be bought into a HSBC branch please? Thanks

Marchitiello

I also opened a First Direct account very easily , no issues whatsoever..

this thread highlight as one thing went wrong (phone password not delivered) causing a unique chain of events that resulted in a completely disappointed customer that now recommend for people not to open an account, whilst the thousand that opened the account without issues as expected, won’t bother to create a thread to share this.. 

oldernonethewiser

ForumUser7 said:

For the First Direct Current Account, if I am required to submit ID, do they allow this to be done online (i.e. uploaded photos), or do they require it to be bought into a HSBC branch please? Thanks

 Can all be done online.

Relative did it a month or two back all from the comfort of their home. No problems whatsoever.

danthemoneysavingman

Sounds like I have room to complain then, appreciate you all sharing your experience here. Many thanks guys

Grumpy_chap

danthemoneysavingman said:

Seems they still lean heavily on being a mainly telephone bank...

digital banking (online/app).
So I went back to register for digital banking... guess what? wouldn't work.

I have been with FD for many years - since 2004/5 or thereabouts. 
Originally, I thought that FD were really good and "the future".  However, FD are stuck in "the future" of 1999 and failed to move or update.  I still don't have access to a functioning online service with FD as they are just stuck in the telephone banking world.

For online service, I use Barclays, who really are brilliant.  If I need to do an online transfer from my FD account, I will call FD, transfer to my Barclays account and then do what I need.

ForumUser7 said:

For the First Direct Current Account, if I am required to submit ID, do they allow this to be done online (i.e. uploaded photos), or do they require it to be bought into a HSBC branch please? Thanks

For me, they have always required ID to be taken to a branch of HSBC.

ZeroSum

My experience is similar to OP.
Whilst I got everything open, the whole setting up the online banking was a complete PITA. Then when I got a new phone, had to jump through loads of hoops to sort that out. Currently have a pending credit card application with them, which crashed at the end, so had to phone up which they're supposed to be sending out the paper work to sign. But that was nearly 2 weeks ago.

It seems all of their processes are 25 years behind.

Considering their supposed great service, they're the bank I have to most issues with

RN61

My son had similar PITA experience with FD. Everything went wrong and took forever to resolve. Ended up making a complaint which was equally painful. They eventually gave him £125 compensation but only after he threatened to cost them the £750 Regulator fee by escalating. He took the money and switched out as Regulator is even slower and usually sides with the bank. 

ForumUser7

RN61 said:

My son had similar PITA experience with FD. Everything went wrong and took forever to resolve. Ended up making a complaint which was equally painful. They eventually gave him £125 compensation but only after he threatened to cost them the £750 Regulator fee by escalating. He took the money and switched out as Regulator is even slower and usually sides with the bank. 

@RN61 Did he threaten to refer it to the Financial Ombudsman or to the Financial Conduct Authority? AFAIK, the Ombudsman isn't a regulator, they are a dispute resolution service, and the FCA doesn't look at individual customer complaints. It is possible to ask the FCA queries though.

People do have varying results with the ombudsman, but on the 2 occasions I've used them, they sided with me rather than the bank - although my most recent referral did take a while to be investigated because of high caseload.

I couldn't say if they would side with your son or not, but if you and him think he has a valid case and sufficient evidence (if necessary), and the offer they made doesn't fit in these bands https://www.financial-ombudsman.org.uk/consumers/expect/compensation-for-distress-or-inconvenience I think it may be worth giving the FOS a go. This link is really handy, because it is basically along the lines of what the FOS adjudicators recommend in compensation. That way you can work out how much extra in compensation you may receive, and then decide if it is worth your time or not. Dependent on the circumstances, the fact he was offered compensation and accepted it may mean that the FOS find the bank doesn't have to do anything else, but they would only usually come to that conclusion if they believed the compensation was 'fair and reasonable', unless your son accepted it in 'full and final resolution' - in which case you may have no luck with them.

Hope this helps!

I actually tried to call first direct today, and they said they cannot set up telephone security for me until a few days time. They say this is just because I am a new customer - really hope I don't get the same problems others have reported.