Nationwide (merged)

bristolleedsfan

jopwo_87 wrote: »

I only receive JSA and Partial housing benefit.

Here is the account for you. There wont be any overdraft charges because its not possible to have an overdraft.


http://www.nationwide.co.uk/current_account/cash_card_account.htm

dotstar24

bristolleedsfan wrote: »

Here is the account for you. There wont be any overdraft charges because its not possible to have an overdraft.


http://www.nationwide.co.uk/current_account/cash_card_account.htm

erm....i have this account. and (my fault) because DD's have bounced they've taken £200 worth of charges, and cos i was overdrawn for a few days with this £200 they charged me an overdraft fee. :rolleyes:

bladeguard

Well to be honest. My DD's where not my fault they where churchill insurance that took the DD out on the wrong day intially which completely bounced my account giving me 850.00 of charges which I have detailed to Nationwide by letter requesting it is paid back to me. I am on a very low income and have children to support and a ex partner who is disabled. . I have not used my account since january as a protest despite complaining to my brach regulary who do little. Neither of my accounts have overdraft facilities. And they still have one of my childrens trust funds.

In a ddition to this as I have two flex accounts I was very suprised to find that a standing order had been set up with out my concent and that this had bounced on my other account taking this £30 over drawn as well. I have asked Nationwide to remove these charges as it is clear that I have not been using the account and I am awaiting a reply on thier messaging service on the online banking. I am prepared to go to court with this and will issue papers if I hear nothing from them this is grossly unfair and to be honest as this was a DD acount just for 250 per month I cannot believe they would levie such charges during the 6 months course.

If there is a manager reading this please look into this as I am still awaiting a reply

TheMoneyMan

bladeguard wrote: »

Well to be honest. My DD's where not my fault they where churchill insurance that took the DD out on the wrong day intially which completely bounced my account giving me 850.00 of charges which I have detailed to Nationwide by letter requesting it is paid back to me. I am on a very low income and have children to support and a ex partner who is disabled. . I have not used my account since january as a protest despite complaining to my brach regulary who do little. Neither of my accounts have overdraft facilities. And they still have one of my childrens trust funds.

In a ddition to this as I have two flex accounts I was very suprised to find that a standing order had been set up with out my concent and that this had bounced on my other account taking this £30 over drawn as well. I have asked Nationwide to remove these charges as it is clear that I have not been using the account and I am awaiting a reply on thier messaging service on the online banking. I am prepared to go to court with this and will issue papers if I hear nothing from them this is grossly unfair and to be honest as this was a DD acount just for 250 per month I cannot believe they would levie such charges during the 6 months course.

If there is a manager reading this please look into this as I am still awaiting a reply

You should have complained to Churchill to claim back the charges as under the direct debit guarentee they must only take a payment when it is mutually agreed for a set amount at a particular time. Nationwide is not at fault and therefore should not have been responsible for the charge.

When did you first complain? If you were not satisfied with the outcome you can take your complaint to the next level. Nationwide will not close a complaint until you are satisfied. £850 worth of charges do take a longtime to build up, so it's obviously just been left. If you did complain when it first happened you should have followed the complaint through. Time consuming and stressful I know, but it becomes harder for managers in branches to refund charges when they equate to such a high figure due to mandates etc.

I would visit your local branch and if you are on a low income, you can apply for 'hardship - Refund of Charges' where the branch manager will look at your incomings and outgoings and assess whether or not to refund your charges. It's worth a try.

Also about the Standing Order that was set up without your permission, ask them to show you a copy of a signed authority for setting up that standing order. If they can not find one, then they should refund the charges for you as they can not prove you gave them consent to set this arrangement up.

Best of Luck.

TheMoneyMan

bristolleedsfan wrote: »

Isnt this as clear as daylight. :huh:

nationwide.co.uk/Current_Account/Charges

Crystal clear to me. When we open new account, the t&cs, rates and charges are disclosed before the application continues and EACH customer is given a hard copy of rates, charges and t&cs. They are in readable size print too! Some people can't be bothered to look through and then moan afterwards!

TheMoneyMan

stevebedford wrote: »

You may like to remember that Nationwide is a building society, a mutual organisation that is owned and run for the benefit of its members.

I am the first to agree that people should take full accountability for their personal finances and I am sure you hear and have to deal with some infuriating cases where people either haven't helped themselves or are blatantly trying to take you for a ride.

Equally, please remember that your "customers" (the collective owners of your employer) can and will make human errors (have you never made any yourself?) and to charge a fee of £30 and smugly point them to your terms and conditions will leave them with a very bitter taste and the feeling of having been blatantly ripped off.

Nationwide is a business at the end of the day and needs to survive in this highly competitive industry and tough climate. It is in the interest of members that Nationwide report a profit so this can be reinvested into the business etc.

Yes people make mistakes and the society usually refund charges for one offs. We have to quote the terms and conditions as this is the only way of telling the customer 'you have agreed to this'.

It is the people who continously miss direct debits and have cheques bounced that usually complain about charges. These customers cost the society so much time to deal with and quite frankly it is annoying that customers that operate their accounts properly and want to do business with the society are kept waiting/have to queue as staff members are too busy dealing with queries and complaints over charges.

I'm sure the society would be better off without these types of customers that don't add any value for the business or other members. Sounds harsh but it's true.

natweststaffmember

TheMoneyMan wrote: »

Crystal clear to me. When we open new account, the t&cs, rates and charges are disclosed before the application continues and EACH customer is given a hard copy of rates, charges and t&cs. They are in readable size print too! Some people can't be bothered to look through and then moan afterwards!

Good evening, or rather morning now. Have you read the Unfair Terms in Consumer Contracts Regulations 1999? It's referred to as UTCCR 1999.
If the term is deemed to be unfair then it doesn't exist and all charges under that have to be refunded. You'll love the OFT test case decision soon

natweststaffmember

TheMoneyMan wrote: »

Nationwide is a business at the end of the day and needs to survive in this highly competitive industry and tough climate. It is in the interest of members that Nationwide report a profit so this can be reinvested into the business etc.

Yes people make mistakes and the society usually refund charges for one offs. We have to quote the terms and conditions as this is the only way of telling the customer 'you have agreed to this'.

It is the people who continously miss direct debits and have cheques bounced that usually complain about charges. These customers cost the society so much time to deal with and quite frankly it is annoying that customers that operate their accounts properly and want to do business with the society are kept waiting/have to queue as staff members are too busy dealing with queries and complaints over charges.

I'm sure the society would be better off without these types of customers that don't add any value for the business or other members. Sounds harsh but it's true.[/QUOTE]

I love the bit in bold. The charges is an income stream. In fact many banks target their branches for the number of refunds given. Furthermore, if you didn't have queue's of customers whether they were querying charges or not querying charges then you would have branches shut as they would not be providing a flow of new customers or adding to customers. I don't mind banks/building societies making profits but when its penalising customers and then, the training kicks in, with it's in the terms and conditions, or it's not our fault, or you have already had one refund so no more then it isn't about the customer but the money you can make.
Your last comment means you make no money from charges so huge income stream is gone as a result.

TheMoneyMan

[QUOTE=natweststaffmember;22074833
I love the bit in bold. The charges is an income stream. In fact many banks target their branches for the number of refunds given. Furthermore, if you didn't have queue's of customers whether they were querying charges or not querying charges then you would have branches shut as they would not be providing a flow of new customers or adding to customers. I don't mind banks/building societies making profits but when its penalising customers and then, the training kicks in, with it's in the terms and conditions, or it's not our fault, or you have already had one refund so no more then it isn't about the customer but the money you can make.
Your last comment means you make no money from charges so huge income stream is gone as a result.[/QUOTE]

That's very old fashioned thinking. Charges are not a huge income stream for a instituition of such a large size. In fact if we spent more time with the 'quality' customers and spent more time identifying and fulfilling other financial needs we would generate more income. It's no longer about serving high volumes of people, but spending more time with fewer but the right people. So by having fewer people in branches would help as we get to spend more time with the right people instead of dealing with crap all the time.

natweststaffmember

TheMoneyMan wrote: »

That's very old fashioned thinking. Charges are not a huge income stream for a instituition of such a large size. In fact if we spent more time with the 'quality' customers and spent more time identifying and fulfilling other financial needs we would generate more income. It's no longer about serving high volumes of people, but spending more time with fewer but the right people. So by having fewer people in branches would help as we get to spend more time with the right people instead of dealing with crap all the time.

But in this day and age if you can get someone with one charge or query into what I guess I would say is a profitable customer, so mortgage with you, loan, credit card, etc,etc, then it makes sense to take the time to go(have you heard this expression) "the extra mile" for that customer. Furthermore, if you take out the reputed 2.6Billion pounds out of the equation then there is an income stream issue. For example, free cash withdrawals overseas, is starting to disappear from Nationwide, so is income streams from nominal interest as the BoE base rate is so low. Having fewer people in branches, could mean that you don't need as many staff employed and therefore less branches required. I would prefer the busy branch to the quiet one with no bank charges queries.