Brian Waters

@eBay_UK Can we get some better contrast in the Reports section? This light grey text is a nightmare to read against that coloured background. It shouldn't be a struggle to see my own data. #accessibility #UI

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@HalifaxBank what is the point of sending out these electronic ‘letters’ when a payment is missed the day after? If I missed a key payment I need a notification as soon as it happens and before the 2:30pm cut off so that I can move money around.

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In the end I completed the PFF2 and uploaded it to my account knowing full well that I won’t be able to get her extra support, just because it was easier than speaking to a human being! Sad state of affairs.

Hey @HalifaxBank, it takes 15 seconds to open your app and view accounts, mostly because of that pointless pre-login animation. It’s needlessly slow. Ditch the gimmicks and focus on user performance.

@SF_England Its just taken me 2 hours to get to this point! That's not very customer focused is it? I will not be recommending my daughter contacts you.

@BDubleYou Hi there, Your daughter can contact us to have a sponsor removed or they can upload a cover letter explaining this as well. Thanks, Drew

@SF_England Confusing by design - that's what it is! Asked by the applicant to provide details but when I go into the portal to add the details it says in big green box. No action required! #getitsorted

@SF_England Can my daughter amend her application to not request a higher rate of maintenance?

@BDubleYou Hi there, If you have been asked to support the application it is because your daughter has asked to be assessed for the higher rate of Maintenance Loan. Thanks, Drew

@SF_England And that is the number I have called three times and depending on what options you choose (for my specific issue there isnt one!) the automated system itself decides that I don’t actually need to speak to someone. It’s SHOCKING!

@BDubleYou Hi there, The only number I have to speak to an advisor is 0300 100 0607. I do not know what options you would need to select to speak to someone about your query. We are open Monday to Friday 8am to 7pm. Thanks, Drew

@SF_England This is exactly why I need to speak to a human being and not firing messages at each other - I do not understand neither do I know what my daughter has or has not applied for. How can I speak to a human being NOW? Without going through an interminable automated system

@SF_England What does that mean? ‘If your daughter has applied for a higher rate of maintenance loan!?!?

@BDubleYou Hi there, If your daughter has applied for the higher rate of Maintenance Loan and the online system is not allowing you to support the application then I would advise you to complete the PFF2 form and this can be uploaded from your online account or the students online 1/2

@SF_England As previously stated. I am sponsor to my daughter who is applying for 2025/26 she said she has received a message from SFE saying they need sponsor info for tax year 2023/24 but when I go into the system it says in a big green box i dont need to do anything.

@BDubleYou Hi there, What is your question? Thanks, Drew

@SF_England Don’t worry about what happened and what they said - how about you try to resolve my query by talking to me.

@BDubleYou Hi there, When you were on the chat what did they say and what was the question? Thanks, Drew

@SF_England Not doing that. As I have already mentioned live chat is useless and when I did my question was not answered.

@BDubleYou Hi there, To access our live chat service select undergraduate and then ‘contact us’. From here you will be able to use our live chat service when it is available. Alternatively, you can contact us on 0300 100 0607 for further assistance. Our opening hours are stated on our 1/2

@SF_England I’ve been on chat - didnt answer my question. I’ve tried calling three times but got cut off by the automated system because it determined i didnt need to speak to anyone.

@BDubleYou Hi there, What department are you trying to contact? Is this for your application or is it for repayments? Thanks, Drew

@SF_England You see? In no way do your systems handle queries. I am a sponsor not an applicant. I need to speak to a human about an application that is going through.

@SF_England My query is right there in the message. How do I contact a human without being told by the automated system that I don’t need to speak to someone.

@BDubleYou Hi there, How can I help you today and what is your query? Thanks, Drew

@SF_England Trying to discuss a complex issue about SF and getting pushed to an unintelligible automated menu, which no matter which option (mostly irrelevant) you choose you end up not being answered and call dropped. It's awful. I need to speak to someone.