Nationwide "losing" money

abigaild

My husband regularly transfers money into my account via internet banking to cover half the mortgage/bills etc. This is the same amount every month between the same accounts. However, the last 2 payments - having left his account - never arrived in mine.

After countless phone calls with the Nationwide, they still have given no answer as to where this money has gone, nor have they credited the money back to his account. Apparently they have had millions of "missing" transactions through internet banking???!!!

Has anyone else had this problem with Nationwide, or can anyone suggest how we deal with the them. My husband has escalated the issue to the branch manager and subsequently the regional manager, but neither seem to be able to answer the question and are now - oddly - not contactable.

The money totals £1,850 and not surprisingly we could really do with it.

Help!!!!

:mad:

SimbaSimon

abigaild wrote: »

My husband regularly transfers money into my account via internet banking to cover half the mortgage/bills etc. This is the same amount every month between the same accounts. However, the last 2 payments - having left his account - never arrived in mine.

After countless phone calls with the Nationwide, they still have given no answer as to where this money has gone, nor have they credited the money back to his account. Apparently they have had millions of "missing" transactions through internet banking???!!!

Has anyone else had this problem with Nationwide, or can anyone suggest how we deal with the them. My husband has escalated the issue to the branch manager and subsequently the regional manager, but neither seem to be able to answer the question and are now - oddly - not contactable.

The money totals £1,850 and not surprisingly we could really do with it.

Help!!!!

:mad:

Guessing that you've already spoken to them, so start following their complaint procedure at http://www.nationwide.co.uk/contact_us/making_a_complaint/procedure.htm They should get back to you within 7 days after making a compaint.

We promise to respond in 7 days

Our promise is to respond to your complaint within 7 days. Hopefully, we will be able to tell you that the matter has been put right. If we are unable to put it right within those 7 days, we will tell you and keep you informed of progress.
The next step

If you're not happy with the answers you've been given, tell the person you've been dealing with and we'll ask one of our senior managers to review your concerns. You'll be told who will review your complaint and you will receive a full or interim response within 28 days of when you first expressed your concern.
If you are still dissatisfied

If our senior manager fails to deal with your complaint to your satisfaction, you can take the matter up with our Member Service department. The address is:
Member Service
Nationwide Building Society
Kings Park Road
Moulton Park
Northampton
NN3 6NW
Member Service will look into your complaint and provide a final response on behalf of Nationwide within 56 days of when you first expressed your concern.
If we are not able to provide a final response, or if you're not satisfied after receiving the reply from us, you can take your complaint to the Financial Ombudsman Service.

pmduk

If Nationwide have told you that they have millions of missing transaction I'd be contacting the financial sections of the national media.

abigaild

Thanks - we've already lodged an official complaint at the branch a couple of weeks ago which hasn't been responded to, contrary to their 7 day policy. I guess the next step is to escalate it and then take it to the financial ombudsman, but I can't see any of these providing a speedy resolution to to the problem

Andystriker

abigaild wrote: »

After countless phone calls with the Nationwide, they still have given no answer as to where this money has gone, nor have they credited the money back to his account. Apparently they have had millions of "missing" transactions through internet banking???!!!

They do tend to tell Porkies.

They told me England would win the World Cup.

I don't trust them now.

pmduk

Yes, I'd escalate it, also asking them to include in the complaint the fact that they're ignoring their own complaints procedure.

Stress that you want that included so it's obvious when it gets to the Financial Ombudsman Service.