We have been happy with FD for a few years, but yesterday and today has changed my opinion. My husband is profoundly deaf and when I tried to call on his behalf, with him sitting next to me and happy to answer questions if I repeated them (lip reading), they refused to help. We didn’t want info, or any transactions, just to warn them that his computer may have been hacked, so could they keep an eye on his account. I asked if they could send a 3rd party mandate, (as other banks do), so that he could authorise me to speak on his behalf, but they told me he needed to give me Power of Attorney!! Not only did they not help, they told me they were blocking his account as my call and his inability to get through security had compromised it. We were told to go into the City today with ID, phone, cards etc to an HSBC branch to validate his identity, then call again. We did that today and after validating his ID I called from the branch phone line. They kept me on the phone for over 50 minutes and still refused to discuss anything unless he could talk on the phone. They suggested a 3rd party text relay service and offered to send a form to us, but said they were leaving his account blocked until they could talk to him on the phone!! We came home and switched both of our accounts to another bank! I am disgusted at the lack of support, understanding and accessibility. We are both so upset. We wasted hours, paid for parking and fuel and all for nothing. We will never use First Direct again.