I have been a long-standing customer of FD. It used to have great customer service. I should have seen the warning signs when the staff started ‘instructing’ me how to use online banking when I did not want to do this. Their attempts to get me to use the app instead got more insistent with them ignoring me saying I didn’t want to use it and offering to guide me through it in a patronising way. I guess they had been told to get customers to use the app at all costs and before the big change. The big change appears to be much longer waiting times when calling them (they are always receiving more calls than usual) and now I have found that payments I set up with my FD debit card are not renewing automatically because the card has been switched from Visa to MasterCard. When I was sent the odd-looking new card, I did not realise that my payments for car insurance and the AA were going to be declined because of this change. The car insurance firm has charged me £20 for the ‘unsuccessful payment’. I doubt FD are going to refund this. All in all, everything has gone downhill and it is worrying. I never wanted to change banks but it looks like I need to find one that is more customer friendly and isn’t going to spring nasty surprises on me like this. There is nothing that makes FD stand out as ‘better’ now and it’s such a shame because they were brilliant.