By Gemma Simpson, 15 March 2007 09:15
NEWS
First Direct is sending out a letter to users of Apple's Safari web browser, explaining why they can't currently use it to access their online banking accounts.
A spokeswoman for the bank told silicon.com it is sending a letter to inform users of Safari - which is supplied as standard with Macs - it is "actively trying to resolve the situation as quickly as possible".
Last Thursday, First Direct started moving its 700,000 internet banking customers to a new, more secure system. Safari users subsequently found they were unable to access the bank's website - despite being able to so before the changeover.
The spokeswoman said problems arose with the Safari browser because it is not an "official browser" so was not tested to see how the switch affected usability.
According to the spokeswoman, First Direct sent a letter to customers about the switch but did not tell customers unofficial browsers may have problems.
She added that less than three per cent of First Direct's online customers are Safari users.
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First Direct does not yet have a timescale for when Mac users can use Safari again, the spokeswoman said.
When trying to log on to the First Direct site via Safari, users are recommended to install Firefox to access the internet banking service.
All First Direct's online customers have also been told they must set a new username and some must also change their password and personal questions as the bank tries to make its internet service more secure, said the spokeswoman.
Comments
There are 9 comments. Join the discussion
1. Graham Coles
Wouldn't it just be quicker and easier to just move to a bank that understands what a web browser is.
The whole concept of the internet was based on being able to access it from any platform that supports HTML etc.
The more people put up with this crap, the more fragmented the internet becomes; neither http or https is browser specific, so these guys are probably just incompetent.
2. anonymous
Just what do they mean by 'unofficial browser'? Safaria has been on the Mac for years - and there are over 22m Mac users world-wide. My banks suppport Safaria - no problem! Pathetic effort First Direct!
3. F D Katz
So how do they define an "official" browser? One like Firefox that you have to download, or one like safari that comes as standard with one of the leading makes of computer?
4. Don Tregartha
Quite agree Gemma,
Mac customers should walk. Plenty of banks support safari, its perfectly secure and functional. The Banks wouldn't turn away wheelchair bound customers form their branches if they couldn't access the branch, and I would hazard there are more Mac users than wheelchair users in any population. Its just laziness and ignorance on behalf of the corporate IT teams.
5. Ian Ashton
3% is 21,000 customers
That's a lot of customers to upset following hard on the heels of the charging debacle which has resulted in thousands of account closures.
Come on First Direct. Start talking TO your customers rather than talking DOWN to them.
6. Rory Choudhuri
First they start to charge their customers, then they can't provide access to their web site.
Safari users - there are plenty of other banks who know what standard compliance means. Move!
7. anonymous
3% represents some 20,000 customers, significant I would have thought. And how can Safari, the built in standard be an unofficial browser... Come on FD get real, wake up and smell the coffee... Mac users are just as important...
And quite frankly, as an IT Security Practitioner your logon security has to be the most cumbersome I've ever come across. There are much more secure and user friendly solutions out there in the market... there probably too expensive for you though!!
But what the hell, HSBC who own you make such obscene profits I suppose you really don't give a toss.
Disgruntled FD Mac user
8. Chris Thorpe
The percentage of Mac users may be small among any bank's customer base, but they tend to be the higher net worth customers that banks are desperate to retain. It's therefore very short-sighted to ignore them.
9. Sarah
<sarcasm>
It is so good to see that a large organisation like HSBC know how to test an new web project before going live.
</sarcasm>