“Happy customer for 20 + years WHAT THE HELL HAS GONE WRONG!!
Hours on phone with constant frustration of rubbish messages as to why no one is answering the phone
Definitely time to change!!”
“Do not use this bank. You setup a telephone banking password and they ask you for it and you give them exactly what you setup and they say it's incorrect then they put you on hold for 20 minutes while they ask you every single question under the sky including what time you pooped in the morning and showered then it's still not good enough for them and they disable your app just because you called and didn't answer the questions they have the incorrect answers for. Avoid!!”
“I had to call First Direct Customer Service on Thursday evening and I was shocked at their poor customer service, as I rarely call them due to their app. The customer service has gone downhill, what a shame. I waited ages for someone to answer and when she answered she couldn’t help me with a simple request to pay someone I have paid previously. What’s’ happens or changed at 1st Direct? I always said you had the best customer service, but not anymore?”
“Utterly incompetent
Texted me saying they had tried to call me - spoilers! - they hadn't.
Finally got through to them after 4 attaempts (and being hung up on once) Only for them to try and argue with me that they had tried to call despite my phone never ringing and showing no missed calls.
Don't bother. They don't deserve your money”
“As one of the 'original members' when it first opened I used to have nothing but praise for it as being a quick efficient and polite 365 telephone service with good products.
Over time it has deteriorated and with their mobile banking the telephone side is very poor - they are always experiencing 'higher than expected calls' -but rather than address this they seem to just expect customers to wait for ages. Today was the worst so far as I tried to organise an important large payment which had to be done through them on the phone -4 calls and loads of tie wasted either to be answered or get through to the right department - despite being told which one is needed.
Incompetence and understaffed is not a good picture. I'm right off them of late.....perhaps need to change but to who??”
“Mobile app is terrible
Online banking is terrible
Help line has atleast a half an hour hold time.
If you don't want to smash your phone or laptop each time you try and do any thing please use another bank”
“I have been with First Direct for over 30 years and because of their appalling customer service over the past 3 years and particularly recently I have decided to transfer my money to another bank.
I have recently been charged twice for one purchase I made which was over £2,500, hence over £5,000 has been charged to my account by First Direct and First Direct Customer Service tell me there is nothing they can do about it. The company I bought the item from, Apple, categorically stated that they have only charged me once and having advised First Direct of that fact 4 days ago the charge is still sitting on my account. I was promised a call back 4 days ago and to date nothing has transpired.
The Customer Service agent today continually interrupted me.”
“I have held my account with First Direct for over 25 years and in the early days remember thinking how forward looking and efficient a bank it was, that communication and connectivity was excellent. What a shame that it has become a bureaucratic pile of departments that are unable to speak to each other, and incapable of doing something as simple as issuing a bank card.
You haven’t just slipped down the rankings from 1st place to 3rd place (Which Magazine), you have lost complete control of what you are doing day to day and that it is customer satisfaction and ability to problem solve for customers that you have given up.”
“Having bad experiences with other banks I moved to First Direct about 8 years ago and I am never one to leave reviews. But their customer service every time are the friendliest and most helpful people I've spoken to on the phone in any company. I've had dozens and dozens of calls with them now and each time the advisors are always very polite, friendly and clear and helpful in the way that they speak. The app and online banking security levels make me feel safe with my banking.”
“1st Direct used to set the bar for other banks to achieve. I used to happily tell people it was as close to premier banking as possible. I'm sad to say this standard has truly dropped away. 30 minutes for people to pick up, calls lost during conversation and poor line quality. Staff are still nice and friendly but this is all that is left. This is a real shame.... time to switch.”
“Have been with First Direct over 20 years now and am seriously concerned at how poor their customer service has become. Problem after problem with them and seriously considering changing to another bank after being their biggest fan for years. Cannot recommend them at all any more and their wait times are awful. Why are they still working from home? I was cut off after going through security due to the agents poor phone reception - hardly professional and that was after waiting for 20 minutes.”
“like others here, once upon I time I couldn't have praised them enough but does feel like they have given up on customer service. A real shame..and a pain to have to move my account”
“Like many other reviewers, I am seriously disappointed with their customer service. Wait times are terrible and they just don't have the same quality of customer service they were once famous for. Will be moving to another bank soon.”
“After many years with them and having had an excellent customer 5 star experience for most of these as it was efficient, easy 365, 24/7 banking ....but being non branch based and with limited local HSBC branches open I now think they are failing badly. Their on line processes continue to be complicated and the limits for paying in cheques and moving larger amounts of money mean the only way to do this is on the phone. FIne, BUT the wait times have got worse over the last year or so and lately have been poor both in connection times to an agent and quality of the line connection, possibly though some home working? Need to improve or loyal customers like me will be moving elsewhere I suspect.”
“I received a phone asking if the could review my account which I have had for 3 years, they scrutinised my account about transactions I had made on my account, it was more of an interrogation than a review. I am a part time self employed hairdresser who is on a low income, they even asked if I had an off shore account, the call was a disgrace stilled shocked and I am now left feeling as if they are looking at anything I spend On my account. I have now lost trust in there banking system. I have now moved banks today an absolute disgrace, they should be looking at accounts that have large amounts and not a low income earner trying to make an honest living. Absolutely furious.”
“After being a customer for 20 years of first direct, I will be closing my account and going elsewhere due to the lack of customer services received on a complaint.
Customer relations do not care about the rude and unhelpful service.
Will be raising a complaint with the financial ombudsman!”
“Appalling. It is now day 9 that I am - urgently - trying to call FD. I usually give up after 20 minutes. I wrote a complaint only to receive the suggestion I should call !???
two days later: calls now take 40 minutes !! and written stuff 4 weeks !! Sent emails and no responses”
“the company now had 6 months to adjust to Covid - with an increase in customers trying to call. Clearly FD is incapable of doing so. I have now, on an urgent matter, tried for 7 days, multiple times a day to call. On average I give up after 20 minutes”
“Appalling. Have waited almost all year to get a mortgage sorted to purchase a new house. 6 week wait for a mortgage appointment. Then certain terms not explained properly leading to more wait times. Saying that they have sent out letters that they haven't. Absolutely appalling, go elsewhere for your mortgage. If I could give it minus stars, I would.”
