Over the past couple of days I’ve had the chance to test out some big banks’ responsiveness to being contacted on Twitter.
In the first case, I tweeted First Direct to see if they intend to introduce a Secure Key type device that’s getting HSBC so much flak at the moment. I’m still awaiting a reply.
Following that, I also sent a tweet to Halifax to see what was going on with their online banking, as customers have been experiencing problems accessing their accounts since the weekend. Whilst the response wasn’t particularly enlightening, they at least did read and respond to my tweet.
If you’d have asked me before this small experiment, I’d have predicted a quick response from First Direct, followed by a no or slow response from Halifax.
Twitter is increasingly being used as a tool for customer service, although banks have been a little slow to catch on, as the list below suggests, they’re just starting to embrace it not only as an advertising tool but also to answer customer queries.
Here is a list of the major UK banks and their main customer service Twitter accounts.
Banks on Twitter
First Direct
Bio:Â Amanda Brown and Rebecca Hirst, first direct press team, putting journalists and SM commentators in touch with first direct’s news as it happens.
Bio:Â We’re here to help 24 7 365. We may ask you to email your name & postcode to 24hours@firstdirect.com but will never ask for account details/passwords. UK only.
Halifax (Verified)
Bio: We can help with online banking enquiries. Don’t tweet any personal details (we’ll never ask you to). For other enquiries and more info visit our website.
Bank Of Scotland (Verified)
Bio: We can help with online banking enquiries. Don’t tweet any personal details (we’ll never ask you to). For other enquiries and more info visit our website.
Lloyds TSB (Verified)
Bio: We’re here for internet banking enquiries. Don’t tweet any personal details (we’ll never ask you to). For other enquiries and more info visit our website.
HSBC UK Press Office (Verified)
Bio:Â Information, updates and comment for journalists and bloggers. Managed by Betony Taylor in the Personal Finance press team at HSBC Bank UK.
Natwest
No official Twitter customer service account found.
Santander UK
Bio:Â This is the official Santander UK Twitter account. Please follow for latest on products and services and ask us your questions, we will respond in office hours.
Barclays
No official customer service account found.
We’ll keep this list updated as new accounts are added.
I thought it was worth highlighting those accounts that have been verified by Twitter. Whilst I’m pretty sure that all the accounts above are official accounts for the banks, the verified status given to certain accounts gives another reassurance that your enquiry is going to the right place. Having said that, as Twitter is largely an open, unsecure network, you should never include personal, account or login details in your tweets, and the banks should never ask for them to be handed over in this way either.
I bank with Barclays, but I’m moving over to the Co-op – I find it is hard to get a straight (and factually correct) answer in 6 phone calls, to six different members of staff – which then gets resolved finally by the complaints dept. I don’t think their answers will increasing in quality when limited to 140 characters.
Having the banks sign up with FB and Twit is a great idea … if you are a fraud artist.
1. You get a list of bank users;
2. You can garner personal information;
3. If you need other info like DOB or Mother’s name (a favourite) just do searches on genealogy web sites – the best is the Mormon Church web site (costs) and then you have all you need.
Did you hear about the SecureKey that caught fire in a guys pocket and burnt a very deep hole in his calf? May be they should fit a cigarette lighter option.
Dumbest idea around – HSBC has exceeded it’s already pitiful record. I MOVED TO LLOYDS – far more options than HSBC and NO SecureKey!!!!!!!!!!!!!!!!!!!!!!!