First Direct resolves customer lock-out

Service at internet bank First Direct has returned to normal after some customers were locked out of their accounts for more than a day following a platform upgrade.

Service at internet bank First Direct has returned to normal after some customers were locked out of their accounts for more than a day following a platform upgrade.

The web-based bank said it had moved to a new internet platform on 8 March to introduce more facilities and enhance security procedures for its customers. The process required around 700,000 online customers to change their login details.

A spokeswoman for the bank said that a resulting surge in traffic had left some customers locked out of their accounts, which had the knock-on effect of increasing demand at First Direct’s call centres. Some customers could not access their accounts again until this week.

First Direct said it was confident that access was back to normal from the middle of this week.

 

Comment on this article: computer.weekly@rbi.co.uk

 

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