First Direct headaches

AMD1984

Hello all,

I'd really appreciate your advice, please. 

Around 5 months ago I switched to First Direct having read a lot of positive feedback.  However, from the outset I've had problems with certain retailers/service providers not accepting my card or failing me for authorisation checks.  I'm unable to register the card with TfL, meaning I can obtain no travel receipts or submit claims, (irrespective of the cyber attack issue - this began before that); I can no longer connect the card/account to Plum and have about five online retailers that just will not accept payment.

Plum and online shopping I can work around - it's annoying but there are always alternatives.  However, I cannot avoid using TfL and it's actually costing me money as certain journeys I would usually claim back. 

Has anyone else had these issues, and how serious would the affect on my credit score be if I just gave up on FD and switched to Starling?  I should add that FD have been no help at all - one call handler even told me that TfL wasn't acknowledged as a 'legitimate retailer'.

Thanks! 

eskbanker

AMD1984 said:

how serious would the affect on my credit score be if I just gave up on FD and switched to Starling?

Unless your credit files are in a particularly fragile condition then opening another current account five months after doing so before wouldn't have any significant impact, remembering of course that credit 'scores' are simply a concept invented by credit ratings agencies to sell their services, and that they aren't seen by prospective lenders.

400ixl

Both my FD debit and credit cards are registered with TFL and haven't had any issues using them, although I haven't used them for a few months now as I tend to use a different card with TFL.

Also have my Starling debit card registered and that works fine as well and have used that one in the last few months.

You can run Starling and FD accounts alongside each other.

born_again

Could there be a address mis match with TFL. 
Some systems do not store them in the same way which can lead to declines. But would expect that getting to fraud team or cards team should solve that issue. Call canter staff can be clueless & just pluck answers out of thin air sometimes.

Just raise it as a complaint on phone. Should get it resolved.

katejo

I have been with FD for over 30 years and have never had any problems. I use Oyster on the tube but can use my FD card if needed.

AMD1984

born_again said:

Could there be a address mis match with TFL. 
Some systems do not store them in the same way which can lead to declines. But would expect that getting to fraud team or cards team should solve that issue. Call canter staff can be clueless & just pluck answers out of thin air sometimes.

Just raise it as a complaint on phone. Should get it resolved.

I have considered the address issue - I even completed the TfL registration whilst on the phone to FD, describing each piece of information I was entering.  On submission, FD immediately declined it.  The FD advisor suggested that I may be spelling my address wrong - but I'm really not!  I must have tried tens of times in the last few months.

Will try to speak to the card team again today.  Thank you!

Notepad_Phil

AMD1984 said:

born_again said:

Could there be a address mis match with TFL. 
Some systems do not store them in the same way which can lead to declines. But would expect that getting to fraud team or cards team should solve that issue. Call canter staff can be clueless & just pluck answers out of thin air sometimes.

Just raise it as a complaint on phone. Should get it resolved.

I have considered the address issue - I even completed the TfL registration whilst on the phone to FD, describing each piece of information I was entering.  On submission, FD immediately declined it.  The FD advisor suggested that I may be spelling my address wrong - but I'm really not!  I must have tried tens of times in the last few months.

Will try to speak to the card team again today.  Thank you!

Could there be something in the address which is causing the issue - e.g a road such as "St Annes Close" might be stored on a company's systems as per that or as per "St. Annes Close" or "Saint Anne's Close" etc, etc, etc. I used to live on such a road where one company expected me to enter "St." (i.e. with a '.') but did not allow me to enter the '.' on the form so it was impossible to do so.