Nationwide Debit Card Fraud

bails1

Just wanted to know if anyone has experienced a similar situation with Nationwide.

Last month I noticed a transaction of £200 followed 2minutes later by a transaction of £600. It was too early to show what they were for so I contacted Nationwide immediately. They informed me that they were payments to Credit Card Services and asked if I had made the payments. I said that I dont have any credit cards other than a Nationwide one and that the transactions were not made by me. They informed me that i should log the complaint online using the secure messaging system which I did. I asked if I should cancel my debit card linked to the account and was told that it wasnt necessary as it was probably a bank trying to charge someone else and just getting a digit wrong and it will be sorted out quickly.

I waited for 5 days and heard nothing so called again and was told to log the complaint again. I receieved a message back saying that I would hear back from Nationwide in 30days with thier findings. Meanwhile I am £800 out of pocket and in reality will have to wait up to 35 days for a response.

10 days later another 2 transactions appeared and again 2 minutes apart totalling £480. I called Nationwide to report these before they had even been cleared for payment but was told they could do nothing to stop them from leaving my account. I was informed that my card should be cancelled at which I pointed out that I had requested this to be done before was was told it was not necessary.

After 30 days of my first email to them I called again to be told they were still looking into it as they were going by the second email I had to send them 5 days after the first. They also said that I will still have to wait a further 10 days for the outcome of the second lot of transactions reported 10 days after the first.

I have found Nationwide to be slow in responding, unhelpful with updates and quite farcial about the whole process. Im still none the wiser as to whether Im going to get my money back as Nationwide have not really informed me of the process. Im just surprised Nationwide have appeared to show so much lack of concern over the whole thing. As soon as this is resolved I will be closing all my accounts with nationwide - I lack any faith in them at the moment

Mikhail

I only liked NW, when I could use my debit card for free abroad.

pmduk

Nationwide's complaint handling is almost as bad as Santander's

bails1

I recieved a letter yesterday stating I will be credited with all monies until the situation has been resolved and if the transactions are found to have been 'authorised' then they will take back the monies. My worry is the term 'authorised' - of course somebody 'authorised' the payment, it just wasnt me who did it! Needless to say Im still waiting for the credit in any case.

Planning to close all accounts as soon as my money appears

meer53

I wouldn't close any accounts until the fraud investigation is complete. You might find yourself receiving a visit from a Debt Collection Agent if they need to redebit you for any reason. You have nothing to worry about if you havent authorised the payments.

tagq2

bails1 wrote: »

I recieved a letter yesterday stating I will be credited with all monies until the situation has been resolved and if the transactions are found to have been 'authorised' then they will take back the monies.

This sounds boilerplate.

My worry is the term 'authorised' - of course somebody 'authorised' the payment, it just wasnt me who did it! Needless to say Im still waiting for the credit in any case.

This means that they will re-debit if they believe that you either deliberately or negligently revealed your security details. Examples of things acting against your favour would be evidence that your card PIN was entered or that your VbV password was correctly supplied (although there are so many ways criminals can obtain this that its use should not be taken as conclusive proof of anything).

Also beware any vague questions such as, "Has anyone else got access to your card?" Ask them to clarify exactly what they mean lest they misinterpret your answer too generally.

Thrugelmir

bails1 wrote: »

I have found Nationwide to be slow in responding, unhelpful with updates and quite farcial about the whole process. Im still none the wiser as to whether Im going to get my money back as Nationwide have not really informed me of the process. Im just surprised Nationwide have appeared to show so much lack of concern over the whole thing. As soon as this is resolved I will be closing all my accounts with nationwide - I lack any faith in them at the moment

Unsure what response you expected. As the NW would have to make enquiries regarding the transaction, and would have to wait for answers themselves. Yours won't be the only disputed transaction to be processed on any given day. Also bear in mind that many fraudelent claims are made. So the NW will be neutral in their response until the matter is resolved.