new first direct account - massive UX fail?

TheElectricCow

My experience setting up First Direct was slow, annoying, and clunky, but it did eventually work. 

Their “security” features for setting up online access seemed to be more of an inconvenience than anything that adds additional security to my account and the whole telephone password thing was poorly explained and took far too long for a modern bank. Overall it took them three separate codes posted over a 2-3 weeks to get my account set up while others such as Lloyds or RBS manage to do it all in 3-4 working days.

The app also seems poorly designed and barely functional for what I’d consider basic banking tasks like setting up a standing order. They one thing FD does have going for them is attractive interest rates and switching bonuses.

In the end I got locked out of my online account because of their ridiculous security questions and they couldn’t do anything to help through the app chat function, so to save the hassle of sorting it out I just switched the account away elsewhere. Other people’s mileage may vary, but in my experience they were certainly the worst bank I’ve been with so far.

wmb194

TheElectricCow said:

My experience setting up First Direct was slow, annoying, and clunky, but it did eventually work. 

Their “security” features for setting up online access seemed to be more of an inconvenience than anything that adds additional security to my account and the whole telephone password thing was poorly explained and took far too long for a modern bank. Overall it took them three separate codes posted over a 2-3 weeks to get my account set up while others such as Lloyds or RBS manage to do it all in 3-4 working days.

The app also seems poorly designed and barely functional for what I’d consider basic banking tasks like setting up a standing order. They one thing FD does have going for them is attractive interest rates and switching bonuses.

In the end I got locked out of my online account because of their ridiculous security questions and they couldn’t do anything to help through the app chat function, so to save the hassle of sorting it out I just switched the account away elsewhere. Other people’s mileage may vary, but in my experience they were certainly the worst bank I’ve been with so far.

I'm guessing you haven't experienced Co-op Bank? 

How long ago was this experience? The iOS app certainly used to be completely useless but following a redesign last(?) year it's not so bad e.g., setting up a standing order is simply, 'payments' - 'new UK SO' - then fill in some data.

Rich1976

We’ve been with First Direct for a number of years and I remember back then all the paperwork that came through the post and the numerous phone calls to set up security, telephone voice recognition etc and it did seem clunky.

once all that was done they have been fine and we have had little to complain about. Their app is perfectly fine. You can see all your transactions , set up new payments and standing orders, you can see pending direct debit and debit card transactions so not sure what else people would need from the app.

I wish their credit card would have the same functionality as cannot see pending transactions on that .

very happy with FD but wouldn’t use them for things like savings accounts.

Katiehound

TheElectricCow said:

 They one thing FD does have going for them is attractive interest rates and switching bonuses.

 

Make the most of that as you are unlikely to (ever) get more than one switching bonus. They have exceedingly long memories!
The RS has a good rate.

danthemoneysavingman

I see I'm not alone in my experience then and yes indeed compared to modern apps, fd is waaaaay in the past. I only opened it to be able to see my mortgage balance, seems like I would just end up phoning them anyway, wish I'd known this beforehand.

No bonus for me as my wife opened a joint account with them to manage freeholder funds in the late 90s, but no bonus would make me stay with them now.

The poor UX continues as I dared try to open the 7% regular saver account. They said some bs about "taking longer than usual to open it" - what the heck are they doing? I opened a current account 5 days prior I can't imagine anything has changed that they need to make further checks?
Then they send a msg saying I cant open it until i fill in some form they may think about sending my in a month or 2. No other bank has asked me to fill this form. Also I am not a foreign national, so i stand bewildered.

Its about time they lost their crown as king of customer service, absolute shower imo.

YMMV

Cheers for the further comments guys
DtMSM

Archie_Duke

danthemoneysavingman said:

Wonder what others' experience has been recently.

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

Cheers

Actually just last weekend I helped my partner open a First current account with first direct. I’ve been a happy customer with them for years. Her account was opened online and via email very easily, no waiting around for letters to register for online services, it all came through the very user-friendly app and we followed instructions from their website on how to switch an account in.

Bigwheels1111

Never had any of these issues with them in 25 years.
FD is my main account, would never switch away.
I’ve had problems, made complaints and been paid compensation a few times.
Just like all the other banks out there.
TSB we’re the best for compensation, over £750 when they messed up switching to new system a few years back.

username

I can empathise with some of these poor experiences, especially with the regular savers taking ages to be opened/closed.

Quite why it is a matter of weeks/days rather than hours in 2023 is beyond me, but they must have some sort of antiquated back office process and could be a quirk of being part of the HSBC Group but not HSBC directly.

I've kind of got used to it - but I think the real bee in my bonnet was the Mastercard debit switchover without any form of plan to retain the HSBC facilities - being able to use the branch to get account information/pay in/use the machines etc.

All the bumpf sent with the card was it's amazing, shiny, new, advanced etc but it seems to not offer anything over the fintech banks such as 0% spending abroad and in fact you've lost some features (see above).

Can't fault the phone banking, nice as pie and helpful whenever I have had to ring.

I also don't understand why people are so itchy about having to be abe to view pending transactions. I mean you've spent the money so therefroe expect it to leave your account at some point? If you are keen to have a record, get a receipt.

flaneurs_lobster

Applied for/opened new current account 16th, debit card arrived 18th, telephone password arrived 19th, set up online/app access and applied for regular saver which was open and funded on 20th. 

VXman

username said:

I also don't understand why people are so itchy about having to be abe to view pending transactions. I mean you've spent the money so therefroe expect it to leave your account at some point? If you are keen to have a record, get a receipt.

It's not neccesary but when you have been used to instant notification on apps from the likes of Chase, Monza etc it does feel like you have gone back in time.