Bank customer service - am I being unreasonable?
Discussion
Hi,
I was in the process of switching from First Direct (who have been amazing) to Nationwide because I was seduced by their epic value premium account.
I filled out the application and got confirmation the switch was in progress.
Week later I'm getting 2 or 3 texts a day saying they have been trying to get in touch with me (they haven't) and to call their dedicated switch team open from 9-5. I tried a lot but got an automated response followed by a dead line.
I then dialled the main banking number and got transferred to the Switch team. My application has been put on hold due to me not stating my middle name on the application. Fair enough.
Having passed their security checks over the phone they wouldn't accept me confirming my middle name and said I had to go into a branch with ID to confirm this.
If I was unemployed or elderly, this would be no problem - but I have a job.
I requested to cancel and was told that's fine "sorry for inconvenience".
I then receive a letter dated after the cancellation chat again saying we tried to contact you, please call the switch team. It's after 5pm so I can't as they've gone home for tea.
I call the main number, pass security checks and get told the account is still open - only way to close the account is by visiting a branch.
I have the online banking facility inc machine password generator, can I send a secure message confirming middle name over that? "No" Can I scan a passport or drivers license and email using registered email address? "No". Can I speak to First Direct and confirm the switch? "No"
"Why did you accept all my other credentials on online application but won't let me update middle name online" "Because it's an application change, you need to go to a branch".
I understand security checks are important, but I'm able to transfer funds online and by telephone, pay bills, and update contact details - but they won't accept my middle name unless I go to a branch?
I have asked to make a complaint and they will call me tomorrow. Reflecting on it, is it worth pursuing? Should I just take a day of work and be done with it?
I was in the process of switching from First Direct (who have been amazing) to Nationwide because I was seduced by their epic value premium account.
I filled out the application and got confirmation the switch was in progress.
Week later I'm getting 2 or 3 texts a day saying they have been trying to get in touch with me (they haven't) and to call their dedicated switch team open from 9-5. I tried a lot but got an automated response followed by a dead line.
I then dialled the main banking number and got transferred to the Switch team. My application has been put on hold due to me not stating my middle name on the application. Fair enough.
Having passed their security checks over the phone they wouldn't accept me confirming my middle name and said I had to go into a branch with ID to confirm this.
If I was unemployed or elderly, this would be no problem - but I have a job.
I requested to cancel and was told that's fine "sorry for inconvenience".
I then receive a letter dated after the cancellation chat again saying we tried to contact you, please call the switch team. It's after 5pm so I can't as they've gone home for tea.
I call the main number, pass security checks and get told the account is still open - only way to close the account is by visiting a branch.
I have the online banking facility inc machine password generator, can I send a secure message confirming middle name over that? "No" Can I scan a passport or drivers license and email using registered email address? "No". Can I speak to First Direct and confirm the switch? "No"
"Why did you accept all my other credentials on online application but won't let me update middle name online" "Because it's an application change, you need to go to a branch".
I understand security checks are important, but I'm able to transfer funds online and by telephone, pay bills, and update contact details - but they won't accept my middle name unless I go to a branch?
I have asked to make a complaint and they will call me tomorrow. Reflecting on it, is it worth pursuing? Should I just take a day of work and be done with it?
"from First Direct (who've been amazing) to Nationwide because I was seduced by their epic value premium account"
Is it such epic value that, aside from hassle it's worth the time spent calling people and potentially a day off work? Calculate 1) the hours you have spent x your wage per hour and are planning to spend -vs- the return, 2) whether your experience so far suggests that you will be spending more time sorting out other issues.
Will 1stD take you back? If so then I'd return.
DOI. 1st D customer for >20 years with two minor niggles (both sorted within a few minutes on the phone) in that time - which is pretty good - possibly even amazing!
Is it such epic value that, aside from hassle it's worth the time spent calling people and potentially a day off work? Calculate 1) the hours you have spent x your wage per hour and are planning to spend -vs- the return, 2) whether your experience so far suggests that you will be spending more time sorting out other issues.
Will 1stD take you back? If so then I'd return.
DOI. 1st D customer for >20 years with two minor niggles (both sorted within a few minutes on the phone) in that time - which is pretty good - possibly even amazing!
I think the pertinent saying is 'If it ain't broke don't fix it'.
Every now and again a rival will come up with a wheeze if I transfer to them, and I know it's not worth it because either it has more strings than a parachute, or it will go tits up, or both.
The amount of time wasted by Joe Public fighting to achieve desperately simple things from financial or energy providers (to name only two) must be fantastic.
Every now and again a rival will come up with a wheeze if I transfer to them, and I know it's not worth it because either it has more strings than a parachute, or it will go tits up, or both.
The amount of time wasted by Joe Public fighting to achieve desperately simple things from financial or energy providers (to name only two) must be fantastic.
northandy said:
So if you think the service is poor as you try to open an account, how do you think it will be when the chips are down and you need them to come through for you?.
I'd stay with first direct personally
This ....I'd stay with first direct personally
At the moment they should be being nice to you to attract you - imagine what they will be like when you have been with them a few months and go 5p overdrawn..
Been with First Direct for 5 years and cannot work out why other banks do not simply copy the way they do things.
Burrow01 said:
This ....
At the moment they should be being nice to you to attract you - imagine what they will be like when you have been with them a few months and go 5p overdrawn..
Been with First Direct for 5 years and cannot work out why other banks do not simply copy the way they do things.
I think I've had my first direct account for 17 or 18 years. I can't think of any issue in that time that has even made me consider leaving them, brilliant customer service.At the moment they should be being nice to you to attract you - imagine what they will be like when you have been with them a few months and go 5p overdrawn..
Been with First Direct for 5 years and cannot work out why other banks do not simply copy the way they do things.
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