Nationwide (merged)

Rosamund

Hi,

I received a letter this morning from Nationwide in response to the letter I sent them asking for all my bank charges plus interest from the past six years. This was a standard letter -- my address etc was in a different type face from the main body of the letter -- and after the first 4 paragraphs of standard jargon this is what they replied:

"After careful consideration of your request, we're sorry that we can't agree to your charges being refunded. Only in exceptional circumstances do we refund charges and on this occasion we feel it would be unfair to other members who find themselves in a similar situation and whose charges will remain. We realise that our answer will disappoint you however we trust that we have clarified the Society's position."

In view of yesterday's announcement and their reply what should I do now? Sit and wait or go to the next step?

Would be grateful for some guidance here.

thanks

maniac886

Carry on as normal Rosamund and go to the next step.

Rosamund

O.K. thanks for that.

blodwyn

Wiggynut wrote: »

Do you know what time you rang the call centre - they record all calls... so you need to let them know what time you called (helps speed it up!) also if you rang from a different telephone than the number they have listed for your account (ie work or mobile). this also helps find the recorded call!
Call centres have shift patterns and they do swop about so they could have left the office!
I worked in a call centre - you do get useless people but you do get the odd friendly, helpful one!
I would also advise using your mobile to call as you can record the call yourself. and take note of the persons name you talk to... call centre staff have a extension number for the phone they use (if they change desks they still keep the same number) and this is used to trace recorded calls too.

try asking for a manager when you get through and they will listen to the original call for you!
hope that helps

Thanks - will try that. The original call was made on the direct number to the Customer Experience Team Dept, so I hope their calls are recorded also. Luckily I spoke to a lady, and I've found out there is only one lady answering the phones at the moment. In all fairness the gentleman I dealt with was very helpful, and has emailed that lady asking her to call me back as soon as she's in the office. After doing some research into the whole suspension, (and if I've understood it!) if it has been agreed the money will still be delayed and I'll be sent a letter asking if I accept the amount, but I wont see it until after the test case has been completed in court. Will keep you all posted on the situation!

Guitar_Man_4

HELP PLEASE

I sent the letter to get the list of all the overdraft charges, and got the list back. I then sent the letter asking them to re-pay the charges (plus interest), enclosing a printout of the 'Interest calculator' (from this site).
I have now got a letter back (dated 12th July) saying 'nope we're not going to pay' and they suggest I contact the FSA, or use their Internal Complaints Procedure.

It goes on to say that If I'm still unhappy, their Member Services Department could reveiw our concerns, or I could approach the Financial Ombudsman.

The letter then goes on to state that 'If you don't come back to us within the next 56 days they will close our file'.

Thanks to advice from this site I have decided to send the letter telling them that I will take them to court. (at least I'm 'responding' to their letter :rotfl: )

I need to start thinking now about how I take them to court. I was considering the MCOL route. Also I'm unclear as to what sort of paperwork I would need to go to court with, as I don't think the printout from the Interest calculator would be enough:rolleyes:

Would I need a full set of statements (going back to 2004)? Also what sort of information would I need to look for in those statements?

I would rather deal with this by writing letters to the bank, as it's a lot of hassle to prove that you made a phone call to them (if the need arose)

Thank you in advance

John

Beate

Here is Nationwide's statement on their website: http://www.nationwide.co.uk/popup/overdraft.htm?source=nationwide&campaign=homepage&execution=overdraft_lhs_27072007

julieb1987

I recieved a letter on Tuesday ( i mentioned it) saying I was getting my charges back. They weren't there so I called and guarenteed the money would be in by yesterday. Wasn't there. I went into my branch and she made no effort whatsoever to help me! I called back and there wasn't anything on their records to say that I was getting it back! They treated me like I was stupid and 2 different people said "what makes you think that you're getting them back?" i was very annoyed. I read the letter out to them, and they sounded very suprised. However, they said they would put it in and there it was last night!

You need to keep hassling them. Go by your own time scale, not theirs. Don't let them mess you around, as that's exactly what they'll try and do!

Good luck everyone!

Guitar_Man_4

Beate wrote: »

Here is Nationwide's statement on their website: http://www.nationwide.co.uk/popup/overdraft.htm?source=nationwide&campaign=homepage&execution=overdraft_lhs_27072007

Thanks Beate:beer:

Does anyone what sort of information I will need to take into court with me?

livelyred

Guitar_Man wrote: »

Thanks Beate:beer:

Does anyone what sort of information I will need to take into court with me?

I was going to ask this qustion as i have a court date for the 17th September 07

Edinburghlass_2

Guitar_Man wrote: »

Thanks Beate:beer:

Does anyone what sort of information I will need to take into court with me?

Well you need to start the court action first, either with MCOL or direct at your local court.

Once you actually get a court date you'll find the Court Bundle Checklist here...

http://forums.moneysavingexpert.com/showthread.html?t=493178

and the link to the Court Bundle at CAG is within Martin's article.