“Used to be known for great service - now it’s only scraping ok service. When things go wrong - there’s no ownership and conflicting information given. First direct is a good bank, until things go wrong”
“Impossible to contact them by phone. Web chat is ineffective and usually have to wait for a live person to chat for 10 min plus. I have had problems with contactless not working sporadically, and fraud issues supposedly. Impossible to contact fraud department to speak with them when alerted, takes at least half an hour of hanging on. They used to be fantastic bank, as I have been with them for well over 15 years, however, they are now absolutely dreadful and to be avoided.”
“As someone who helped launch FD in 1989 and worked in Customer Services for 15 years, I was always very proud of the standard of Customer Services the Bank achieved and maintained. Yesterday all that changed as I needed to speak to the Visa team about a transaction that had appeared on my account even though the order in question had been cancelled within I hour of being placed. I was appalled at the patronising, condescending and domineering way the people I spoke to spoke to me. They were all as thick as two short planks but thought they knew it all. They told me that unless I could provide proof that the order had been cancelled, they wouldn’t refund the money. As the order had been cancelled verbally I had no proof and it seems that the fact that I am a totally honest person of impeccable character with a long history of honest dealing, that was not good enough for them, my word carried no weight at all.
I told them to cancel the DD so the payment couldn’t be taken and cancelled the card. The stupid woman said in a really clever tone of voice that leaving the amount unpaid would damage my credit rating which I know to be untrue. Today I rang the retailer and asked them if they would issue a refund or whatever it is they do when an order is cancelled and they immediately agreed to do so. Had I been advised to do that when I first rang to stop the payment, I could have saved myself all the hassle but no one ever suggested doing it. It is such a shame to see such a rapid decline in standards which can only be due to poor recruitment and/or poor training. It is to be hoped that the company soon realises that they have a massive problem in these areas and even their most loyal customers are getting fed up of being insulted and treated like nuisances. The current policy on Visa refunds is actually benefitting the scammers and fraudsters who plague us daily and FD customers face an uphill struggle in trying to get their money back without the benefit of having the Bank working for them as oppose to working against them. It’s a scandal that needs resolving quickly.”
“I’ve been with FD since their beginning. They were great until a few years ago when they upgraded their security features and website and it’s difficult to use. I never used to get locked out of my account but do now. Today I can’t spend £3.50 on a train ticket because they insist this needs a one time code which their system won’t send. Utterly rubbish service.”
“The online service remains abysmal. Records of payees appear to have been excised from my account, and I can't pay people.
The revamped website pages are unclear...the robot hasn't helped and the human to whom I was transferred timed out as I was typing...presumably because I responded to the robot advising I needn't stay logged on, and someone answered whilst I was logged off!
A shambles of the first order, and after 30 years, I'm off as soon I get round to it.”
“absolutely appalling. for 4 days now impossible to contact FD, including making a formal complaint - no response - and asking the fraud department to contact me urgently since they are not answering my call. I have also used the application on my phone who say they can't help. so far 40 transactions have been made on my account without my authorisation and 3000 pounds. this is breath taking incompetence and total disregard of customer care”
“Beyond a joke....have switched....they wouldn't listen to my complaints. App problems, getting them to answer a phone is a pain, switch to Mastercard a major inconvenience.”
“Used to the best.. Now a joke.. Being forced to use their app over everything and forgetting what made them so good-excellent customer service. Been with them about 15 yrs.. I'm in the process of leaving I'm that dusgusted. And as for phoning for help.. A joke.. Avoid like the plague”
“After wasting nearly two hours over this last week trying to call First Direct, I finally got through late last night. I was on the phone for fifty minutes, being transferred to a number of different people with long sessions 'on hold' in between. Eventually I was told they could not resolve my problem and I would have to ring again tomorrow. I objected , pointing out that it was impossible for me to contact them as they never answered the phone, and that therefore they should ring me. I was then informed that a call back would take four weeks . What is going in here?”
“I have tried 4 times today 10 mins each call, this bank has gone from bringing the best to what now must be the worst customer service out there. I think it is now time to move on and certainly stop recommending them to anyone out there”
“I think it's simple. They used to be brilliant, independent of their parent, (HSBC) and soo much better. Recently they have become more and more like HSBC and that is not a good thing. I think I've had enough, time to move on.”
“Been a customer for 40 years now cannot get to my account for over a month. Because online banking will not recognise my username. App does not work. Now cannot pay my bills and there is no means of contacting the bank as they never answer the phone. Someone at the top has ruined the best bank in the UK. Now having to resort to legal action to obtain access to my money.
Someone at the top needs to be fired.”
“Been a customer for ages due to quality of service ..alas it's no more .. two bit bank with high levels of arrogance that it is now no longer worthy of .. really shame time to go they have gone from best to worse but still believe worth their salt .. in denial I'm leaving”
“First Direct now have a policy to keep customers waiting 45mins before answering.This has been introduced to bull clients into using its online services only”
“After enjoying a loyal 30 years of grade A1 top banking just horrified to experience the rank bottom customer service now offered by First Direct. Customers need to speak to people when problems arise. End of. Self destruction of the highest order. Some gigantic blunders at Board level. It may be too late to turn it around. I can see the demise already. And an absolute tragedy.”
