outdated online & offline experience

“outdated online and offline experience”

Written on: 05/07/2012 by Londinivm (1 review written)

first direct is no longer a leader in online banking - in fact they are now a laggard. They have squandered their first mover advantage, resting on their laurels.

1/ the website does not allow you to set up payments yourself. For standing orders and other payments, you must essentially fill out the form, then wait a day or two for their agents to set it up.

2/ card delivery - they eventually send a letter in the post saying you can now arrange delivery via secure service, DX Secure. You have to go the DX Secure website or call them up and then arrange a day at least two days later (even though their site promises next day if you book before 4pm) - then wait at home for delivery between 9am and 5pm - they provide no finer information than all day!! So here I am tethered to my flat to wait for a card that I hope shows up before noon but could show up at any time up to 5pm.

3/ the website was designed in 1997 it seems. It has an annoying, antiquated user interface and is in need of a substantial update. At least I was able to stop having to go to the home webpage to pop up a tiny screen by disabling javascript to get the URL for a larger screen (and then re-enabling javascript). With the new link in my bookmarks, I save many additional clicks and dragging of browser pop-up window to re-position properly on my screen.

4/ they offer £100 to switch if you switch via their "EasySwitch" service which is anything but. Nice to have the option, but let customers do it themselves if they want as I could have switched things over much more quickly and simply myself but didn't because then I wouldn't have qualified for the £100 offer.