The decline of First Direct?

Jlawson118 · 10 November 2019 at 3:29PM

Five years ago when I joined First Direct, they seemed the best thing since sliced bread. The customer service was great, I remember one occasion from me dialling the number, to having my query resolved, took less than 2 minutes.

Now they seem like an absolute joke. Outdated online and mobile banking, and customer service that don’t have a clue. I just made a balance transfer to my credit card with them just over a month ago and didn’t realise I didn’t have a direct debit set up (my own mistake I know, must have cancelled it a while back when I’d paid it off to avoid overpaying) to which I’ve just been charged a £12 late fee.
Okay, not an issue, so I just phoned them up to try and set up a direct debit. The girl on the phone didn’t have a clue what to do, placed me on hold and 15 minutes later still waiting I hung up.

There’s been other issues over the last year or so but this small issue today has really made it quite difficult.

Is anybody else noticing this decline in what was once voted the best bank for customer service?

Brewer20 · 10 November 2019 at 5:32PM

Nope, no issues here with them in 20+ years.

Only small annoyance with my wifes iPhone digital secure key set-up but that was more the phone than FD fault. It was a long winded way of of getting it set up on the phone with them but the guy was fully keyed up and slowly went through it with my wife, since ditched the iPhone (useless) and the android device was a doddle to set up.

Incidently why did you have to ring up to set the DD ? it's all done via the app or PC online, I did one the other day.

keef-WhatStandards · 10 November 2019 at 5:36PM

I've set up an account several times over the last few years, but it seems that unless you are prepared to use their phone banking they aren't interested in new customers. So I've ended up with accounts I couldn't use.

To be fair to First Direct this looks like a Parent Company wide issue as I've had the same problem with HSBC and most recently Marks and Spencer. Just when or indeed if these companies will join the rest of the banking industry and provide online banking is unclear.

Brewer20 · 10 November 2019 at 7:22PM

^^^ I read and reread the above post and I can't really make any sense of it.

FD were first launched as a telephone bank, didn't you know that? They work perfectly well online too, I've been using them daily for the last 20+ for loans, credit card, savers and lastly to actually bank money into via HSBC or if a cheque the PO, where is there a problem?

Lomcevak · 10 November 2019 at 7:34PM

I've used them for the better part of 20 years too (general banking, mortgage, and the occasional specialist foreign currency transaction). The only change I've noticed I usually go on hold for a bit these days, and in the past it virtually always went straight through to someone on the first ring. Hold is usually no more than a minute though, so not terrible. Apart from that, no issues.

Once you're through to them, I've always found the call centre staff knowledgeable and able to help - far better than some of their competitors (looking at you, Santander).

[Deleted User] · 10 November 2019 at 7:35PM

Not hanging up would have maybe resolved your issue rather than getting the !!!!?

keef-WhatStandards · 11 November 2019 at 11:55AM

That might be the "secret": if you originally set up the account as a telephone banking service over 20 years ago. My experiences have been more recent when one would expect and indeed I am able to with orher banks, to be able to do banking online. I have no interest in telephone banking.

Brewer20 · 11 November 2019 at 2:55PM

Just because you are asked to set-up telephone banking it doesn't mean you have to use it. It's needed for those times you can't get an answer or need to speak to a human being. I last spoke to them around 2 years ago, my wife once in the last 5 years guessing.

sausage_time · 11 November 2019 at 5:20PM

They finally got to me. All minor issues, but not the top-notch service they seem to think they deliver. Some examples. Refusing to stop sending paper statements unless my wife set up and regularly use internet banking (she has no interest in this). Random refused debit card purchases (chip+pin) with no clear motivation or reason - funds were always there, and it took us calling them to unblock the card (other card issuers call or text me if they have a query). The most obscure set of login details, passwords, and other random pieces of information to do on-line stuff (may be better now, not sure). Web experience from the late 1990s, and a rework that I personally think made it worse. Shoddy service paying in at post office (lost cheques, delayed payments - probably the post office's fault, but still left a bad taste). All in all it was the "We're great" attitude that really got to me.

System · 12 November 2019 at 11:07AM

sausage_time wrote: »

They finally got to me. All minor issues, but not the top-notch service they seem to think they deliver. Some examples. Refusing to stop sending paper statements unless my wife set up and regularly use internet banking (she has no interest in this). Random refused debit card purchases (chip+pin) with no clear motivation or reason - funds were always there, and it took us calling them to unblock the card (other card issuers call or text me if they have a query). The most obscure set of login details, passwords, and other random pieces of information to do on-line stuff (may be better now, not sure). Web experience from the late 1990s, and a rework that I personally think made it worse. Shoddy service paying in at post office (lost cheques, delayed payments - probably the post office's fault, but still left a bad taste). All in all it was the "We're great" attitude that really got to me.

I recall them quoting various brands and noting they were very highly rated by them - so they must be great.

I got the £100 for leaving anyway.

Jlawson118 · 14 November 2019 at 5:53PM

Brewer20 wrote: »

Just because you are asked to set-up telephone banking it doesn't mean you have to use it. It's needed for those times you can't get an answer or need to speak to a human being. I last spoke to them around 2 years ago, my wife once in the last 5 years guessing.

But the reason I wanted to speak to somebody on telephone banking is because their internet banking is so outdated and lacks so many features, I had no other choice.

I've set up a Direct Debit for this exact CC online before and it was handled within minutes. This time the lady didn't have a clue. Not necessarily her fault but the adequate training should be put in place by the business.
Tried to avoid another phone call and set this DD up online, and they're sending me out a piece of paper to fill in my bank details and then post it back to them. Are you really telling me this is the modern way of handling my banking needs?

Considering you can set up a full Monzo account for example and have your ID checked and account opened within less than 15 minutes. Yet I can't even set up a direct debit for a credit card I've had two years with the same bank and provider I've been with for five years?

The decline of First Direct?

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