Appalling, aggessive customer service. Currently trying to close an online savings account with them. I waited for an hour on their chat for a representative, who said the account would be closed in 6 working days. It wasn't, so I logged on again and waited another hour to talk to a representative. The rep said that she doesn't understand why the account isn't closed, but can't do anything about it within the limitations of their chat system. She told me to phone FirstDirect customer service. I have already tried that, but told the rep that I opened the account online and I don't know my telephone password. He threatened to block my account. I asked my husband to come and help me, and the rep said he had to leave the room or the conversation would be terminated and my account would be blocked. By this time I was almost in tears and I'm too nervous to phone them again. So to date I still haven't closed my account. I tried to lodge a complaint with FirstDirect but they wouldn't pass me to their complaints department without a telephone password, and again threatened to block my account. I'm very upset and don't know what to do.