Nationwide Card Reader

endure

I've had a Flexaccount for 15 years and have so far had to use the cardreader for every transaction where money was transferred to a 3rd party. I've had to use it paying a CC bill of £15! I did send them a message asking if they could put some sort of floor limt on it so that only transactions above a certain value needed to use the reader but they said no.

Bennifred

Another problem I have encountered with the card reader is that the battery doesn't last very long - as I found when I went to make a payment online.:mad: I had no other way of paying the money across so wasn't best pleased. I actually didn't realise it was the battery:rolleyes: , I thought it had just died (yes, I can be very dim!) so I ordered another card reader, which took about ten days to arrive, with a note telling me that any further ones might have to be paid for. I think they are a total pain, especially as we weren't offered the option of using them.

ManAtHome

I've had a NW Flex for a few years - mainly for holidays, but also a potential escape-route from "big bank" current account. Abolutely no chance after the last year - first the numpty security questions (most of them you'd need to write down), then the mandatory reader for internal and well-established nominated external accounts - I suspect they haven't a clue about security basics. These days, I just load up the Flex before holidays.

deevineb

Bennifred - thanks for the warning re the batteries - another item I will have to pack into my suitcase!

I have received a wishy washy response from Nationwide (see below) which does not address my 2 main concerns namely, why only debit card users have to use the reader and not cash card users when debit card nos or pin nos are not used and they both perform the same functions and also why the reader cannot be restricted to 'external' transactions only instead of including 'internal' transactions. I have asked them to forward my complaint to their 'Member Services Dept'. Let's see what they have to say...

"Thank you for your enquiry.


We take all of customers concerns very seriously and I am sorry that you are unhappy with the introduction of card reader security.


At Nationwide we take the responsibility of looking after your money seriously, which is why we constantly review our security procedures in order to combat the ever increasing sophisticated methods used by todayâ€â„¢s fraudsters. Money obtained in this way is often used to fund criminal activity, meaning all of us have to bear the cost of online fraud. This initiative is part of our ongoing fight to stamp out financial fraud.

Chip and PIN technology allows us to provide you with an extra level of protection when banking online in the form of Card Reader Security. Certain transactions will require additional security, this is when youâ€â„¢ll be asked to use your card and Card Reader to authorise the transaction. This extra level of security will also allow us to offer you improved services in the future. It is Nationwideâ€â„¢s policy to ensure that all Society Members who are Visa Debit card holders and active users of the Internet Bank are covered by Card Reader Security.

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Customers with a FlexAccount Cash Card are protected by the additional security questions that we ask for certain online transactions.

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Ultimately we have introduced card reader security so that you can continue to bank online with confidence. I hope that you find this information useful and that you continue to use our Online Banking Service.

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I have recorded your comments against our Member Service Site today, which is used to constantly evaluate the feedback we receive and assists us in making changes to the services we provide.

Under our complaints procedure I need to advise you of the following. I've also enclosed a link to our leaflet "a complaint - how can we put it right", this will show you what course of action you can take if you're not happy with my response.

http://www.nationwide.co.uk/contact_us/making_a_complaint/making_a_complaint.htm (http://www.nationwide.co.uk/contact_us/making_a_complaint/making_a_complaint.htm)

What to do if you are still unhappy?

The Nationwide Group uses the Financial Services Authority rules when dealing with customers' concerns. Under their guidelines, you may consider the following course of action if you're not satisfied with my response.

1. Our Member Service Department can review your concerns. I will be glad to refer it for you. If you decide to go ahead with this option, please contact me.

2. If you are still not satisfied, you may then approach the Financial Ombudsman Service for an impartial, independent assessment of the situation.

If you don't come back to us within 2 months of the date of this message, I will close our file."

bankersmug

I have to confess, although I am a fan of Nationwide, this card reader has tested my patience to the limit.

The flipping account is virtually unusable. Paying a credit used to be simple task; now if I don't have my card reader with me at all times, then I am prevented from doing this. And, when I do, the process is long-winded and complicated.
Surely if the credit card is already setup in your list of payees, then there is no need to request security info since I am in effect paying myself.

It has got to the stage where I am reluctantly thinking of switching bank. Does anyone know of a bank that offers similar facilities (free spending abroad etc..) but without the awkward user interface?