If I could give FirstDirect no stars I would. I phoned them with a question about my online savings account with them. Because I've never used telephone banking with them, I don't know my telephone banking password and they couldn't complete security. I understood that, but trying to resolve the issue with them was like dealing with robots. I'm not actually sure whether I was talking to real people. Instead of having a conversation with me about the issue, they just kept repeating their policies to me. I think they were reading their responses from a computer screen. I was having trouble understanding what they were saying so I passed the phone to my husband and asked him to find out what they needed from me. They refused to talk to him and even refused to talk to me until I confirmed that I was on my own. They then asked me to confirm that I wasn't recording our phone call.... why would I do that?!! In the end I was so distressed I put the phone down without resolving the issue. The whole thing was a farce.