Nationwide Complaints

jojo30

I wonder if maybe someone could help me, I'll start from the beginning so you can understand my problem.

On Thursday 5th April I went to my local Nationwide to pay in £60 so i could pay some bills online. I used the ATM machine inside as there was quite a queue. I deposited 3 x £20 into the machine and one was given back. It said I had deposited £40 was this correct or did i want to add more? I clicked add more and reinserted the £20 it had returned. only it wouldn't accept it, the machine said error, then returned my bank card and no money. At this moment I am £40 down and no money in my account.

I speak to the Accounts manager who was in branch, he took my details and said the money would be in my account on Tuesday (long weekend)

On Wednesday the money still hadn't been paid into my account, I returned to the branch and spoke to the branch manager, who tells me the person I spoke to before was off, he took my details and said the money would be back in my account on Thursday and they would phone and confirm.

Today is now Friday, I have no £40 in my account and I have received no phone call.

I know its not a lot of money to some but it is to me.

how do i go about complaining? I have used the online form, i received an automated response saying it could take 7 days for a response.

I have no idea when it comes to writing a letter of complaint, so any help would be welcome and information on where to send it.

Thank you

bluebird

Go back and kick up a major fuss,they won't want you creating in store.If it were MY money i'd not leave till its sorted.

agrinnall

This sounds like pretty poor service to me, they would have needed to balance the ATM but once that was done the money should have been paid in to your account without further delay. If you have the time to spare I would go into the branch and insist that they do what they told you they would, and refuse to leave until they had. However, you probably don't want to waste any more time than you have already, so it may be quicker to phone, and try to get your call escalated to someone who can actually take action.

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

Bloomberg

jojo30 wrote: »

I wonder if maybe someone could help me, I'll start from the beginning so you can understand my problem.

On Thursday 5th April I went to my local Nationwide to pay in £60 so i could pay some bills online. I used the ATM machine inside as there was quite a queue. I deposited 3 x £20 into the machine and one was given back. It said I had deposited £40 was this correct or did i want to add more? I clicked add more and reinserted the £20 it had returned. only it wouldn't accept it, the machine said error, then returned my bank card and no money. At this moment I am £40 down and no money in my account.

I speak to the Accounts manager who was in branch, he took my details and said the money would be in my account on Tuesday (long weekend)

On Wednesday the money still hadn't been paid into my account, I returned to the branch and spoke to the branch manager, who tells me the person I spoke to before was off, he took my details and said the money would be back in my account on Thursday and they would phone and confirm.

Today is now Friday, I have no £40 in my account and I have received no phone call.

I know its not a lot of money to some but it is to me.

how do i go about complaining? I have used the online form, i received an automated response saying it could take 7 days for a response.

I have no idea when it comes to writing a letter of complaint, so any help would be welcome and information on where to send it.

Thank you

Go in the branch and demand to see the duty/branch manager. It is probably better to go when the branch is busy as they will be more inclined to fully resolve the matter so as to avoid a showdown with you. When you eventually get your money back then it will be time to start looking for a proper bank. The Nationwide - what a shower!

pqrdef

Since you've been caught trying to pass a dodgy note twice, they ought to have you down as a very suspicious character. If I were them I'd want to have a very good look at the other two notes.

Moral: if a note is rejected, just be glad that there are no flashing lights and loud bells and that a large net hasn't descended from the ceiling. Don't push your luck.

opinions4u

pqrdef wrote: »

Since you've been caught trying to pass a dodgy note twice, they ought to have you down as a very suspicious character. If I were them I'd want to have a very good look at the other two notes.

Moral: if a note is rejected, just be glad that there are no flashing lights and loud bells and that a large net hasn't descended from the ceiling. Don't push your luck.

Superb!

Or the note probably just had a tear in it ...

samwsmith1

pqrdef wrote: »

Since you've been caught trying to pass a dodgy note twice, they ought to have you down as a very suspicious character. If I were them I'd want to have a very good look at the other two notes.

Moral: if a note is rejected, just be glad that there are no flashing lights and loud bells and that a large net hasn't descended from the ceiling. Don't push your luck.

If they're the same as the HSBC machines they can kick up a fuss if one of the corners is folded over a little bit, or like opinions4u said the note had a tear in it.
The machines in HSBC wouldn't accept my note once so I went over to a staff member and they went and changed it for me so that I could pay it in.

penny_pincha

Perhaps the ink was still wet on that 3rd note.;)

Gromitt

samwsmith1 wrote: »

IThe machines in HSBC wouldn't accept my note once so I went over to a staff member and they went and changed it for me so that I could pay it in.

A staff member changed your notes for you so you could use an automated machine? Why not just let them deposit the funds for you?

samwsmith1

Gromitt wrote: »

A staff member changed your notes for you so you could use an automated machine? Why not just let them deposit the funds for you?

Because the machines are on the ground floor, and the counter is on the third floor I think.
It was one £20 note which I guess is why they did it, when there's been extra before they've just sent me up to the counter to pay it in.