I've banked with First Direct for years and have never had cause for complaint. Usually use online banking these days but today when I was out and about and remembered I'd forgotten to pay a bill I phoned them.
The first attempt to get through, the reception was appalling and it sounded as if the person on the other end of the line was underwater. Ditto second attempt. I tried a third time and got through to someone who wasn't in front of her computer when she answered: lots of domestic background noise followed by the sound of a door shutting and the noise of someone sitting down in a chair. Halfway through the security questions her dog started barking really loudly — clearly in the room with her. And it kept barking until there was a long pause in the process while, presumably, she put it outside. I got a distinct 'why the fuck are you calling me to do this when you could do it yourself?' vibe from her.
AIBU to be feel that this really isn't professional? For years I recommended FD on the basis of its fantastically efficient Scottish phone banking team: they were professional and well-trained and I always felt in safe hands. Today's experience felt shambolic and not like FD at all. Anyone else experienced similar? It's made me wonder whether it's time to change bank.