Can't get money from Nationwide

Archergirl

We bought a car privately yesterday and paid a cash deposit. I needed to get the rest from a Nationwide account but was unable to get to the branch before they closed as we were out for the day so I phoned them.

I had to order it yesterday so I could collect the money on Thurs (as it's Bank Holiday they aren't open till Weds)

It's a joint account and the lady asked me name, dob, address and home phone no, also account number and amount in the account which I supplied.

She asked if we had other accounts and I said we did, she said to name some but put on the spot I couldn't remember the names of what we had, it's invested in things I couldn't remember on the spur of the moment. She then said I had failed the security and she couldn't order the money.

I told her the name of our financial advisor with them and that we have quite a bit of money with them and when I collect the money I can bring passport, driving licence etc and we are regular customers in the branch but she wouldn't even put the order in for the money, so I can't have it on Thursday now.

I can't understand why she wouldn't do this, it's surely only to insure they have the cash in the branch.

She said she was abiding buy the rules and couldn't order the money as I failed security.

I asked her name but she wouldn't tell me but said it would be written up on the computer.

I intend to go in on Thursday (I can't get there before) and complain.

I have managed to borrow the money so we will be able to get the car, or we would have lost the deposit we paid, but no thanks to Nationwide who won't let me have my money in time.

I laid awake last night worrying about it how to get the money, but put on the spot I just couldn't remember the names of our investments. There were other questions she could have asked i.e about the other account holder, but she just kept saying I had failed security.

Thoughts please, would you be cross?

bigfreddiel

Archergirl wrote: »

We bought a car privately yesterday and paid a cash deposit. I needed to get the rest from a Nationwide account but was unable to get to the branch before they closed as we were out for the day so I phoned them.

I had to order it yesterday so I could collect the money on Thurs (as it's Bank Holiday they aren't open till Weds)

It's a joint account and the lady asked me name, dob, address and home phone no, also account number and amount in the account which I supplied.

She asked if we had other accounts and I said we did, she said to name some but put on the spot I couldn't remember the names of what we had, it's invested in things I couldn't remember on the spur of the moment. She then said I had failed the security and she couldn't order the money.

I told her the name of our financial advisor with them and that we have quite a bit of money with them and when I collect the money I can bring passport, driving licence etc and we are regular customers in the branch but she wouldn't even put the order in for the money, so I can't have it on Thursday now.

I can't understand why she wouldn't do this, it's surely only to insure they have the cash in the branch.

She said she was abiding buy the rules and couldn't order the money as I failed security.

I asked her name but she wouldn't tell me but said it would be written up on the computer.

I intend to go in on Thursday (I can't get there before) and complain.

I have managed to borrow the money so we will be able to get the car, or we would have lost the deposit we paid, but no thanks to Nationwide who won't let me have my money in time.

I laid awake last night worrying about it how to get the money, but put on the spot I just couldn't remember the names of our investments. There were other questions she could have asked i.e about the other account holder, but she just kept saying I had failed security.

Thoughts please, would you be cross?

i would but only for myself - if i knew i was buying a car for cash i would have made sure i had it or had easy access - going out for the day isn't really nationwides fault is it now.

would you have been happy if some scammer phoned up and blagged your money out of them?

just my opinion - ready to be shot down in flames because obviously as customers we're always right and the banks are always dreaming up new ways off making access to OUR cash so difficult, usually staffed by jobworths who know nothing

fj

FLAPJACK

Probably a clear case of "Computer says NO".

I too have been caught on the hop when asked a security question, but whoever it is on the other end always asked another question which most times I have the answer....never been refused like you have been.

I suppose (as this incident hasn't meant you have lost your deposit) you could look at it that NW are protecting your money (and themselves of course) so at least their security is working.

Make an appt to see the branch manager (with the ID items you have mentioned) and see if you can reset your security questions when you get home from meeting them.

If you complain at the outset it will put you on the backfoot as they will just say they were carrying out their security procedure.

Think of it this way ....if next week you went into the branch to do a balance check and saw that the amount you requested had gone and you knew nothing about it you quite rightly would now be saying NW's security wasn't up to much....plus you would have the hassle of battling with them to replace the money...YOUR money.

Annoying I know ......as I say I have been refused things like this because out of the blue I couldn't recall the info they requested.

Anyway enjoy the car.

innovate

If this happens, leave it for half an hour, get your account file(s) out so you can look up anything you can't remember off the top of your head, then call them again.

CLAPTON

how much do you want to withdraw?
what sort of a/c is it?

FLAPJACK

innovate.....

I hadn't thought of that one!

Archergirl

bigfreddiel wrote: »

i would but only for myself - if i knew i was buying a car for cash i would have made sure i had it or had easy access - going out for the day isn't really nationwides fault is it now.

would you have been happy if some scammer phoned up and blagged your money out of them?

just my opinion - ready to be shot down in flames because obviously as customers we're always right and the banks are always dreaming up new ways off making access to OUR cash so difficult, usually staffed by jobworths who know nothing

fj

It was Saturday so they closed early and we went to look at the car and couldn't get back to the branch before they closed. We stopped at a branch in Midhurst to do it from there but they didn't open on saturdays, so I had to phone them.
The account has instant access but for 8K I had to order the money, they weren't giving me the money only getting it to the branch so I could collect it with further proof of ID.

LittleVoice

FLAPJACK wrote: »

Probably a clear case of "Computer says NO".
. . .

I suppose (as this incident hasn't meant you have lost your deposit) you could look at it that NW are protecting your money (and themselves of course) so at least their security is working.

Make an appt to see the branch manager (with the ID items you have mentioned) and see if you can reset your security questions when you get home from meeting them.

If you complain at the outset it will put you on the backfoot as they will just say they were carrying out their security procedure.

Think of it this way ....if next week you went into the branch to do a balance check and saw that the amount you requested had gone and you knew nothing about it you quite rightly would now be saying NW's security wasn't up to much....plus you would have the hassle of battling with them to replace the money...YOUR money.

. . ..

This wasn't a case of the OP wanting to arrange the actual withdrawal so that money would be removed from the account, it was about placing a request for the cash to be available in the branch when they went in. Without pre-ordering, Nationwide would have refused to provide a large sum in cash if they had just turned up.

It's not really a security issue - unless Nationwide would think they could be a target for robbers who could know that an extra few thousand pounds in cash would be in the branch.

C_Mababejive

Maybe they havent got any money because theres a run on the bank?

Archergirl

C_Mababejive wrote: »

Maybe they havent got any money because theres a run on the bank?

They still have my money!!!!!

bigfreddiel

Archergirl wrote: »

It was Saturday so they closed early and we went to look at the car and couldn't get back to the branch before they closed. We stopped at a branch in Midhurst to do it from there but they didn't open on saturdays, so I had to phone them.
The account has instant access but for 8K I had to order the money, they weren't giving me the money only getting it to the branch so I could collect it with further proof of ID.

knowing the bank was closed i would have fetched the money on friday - if you didn't purchase the car on saturday no harm done-just deposit it back the next day the bank is open - what have you lost - a few pounds of interest at the most

risk - you might lose the cash - always likely but low

risk - you might impulse spend onsomething else - very likely - well you did buy a car

anyway you should be happy it was difficult to get your dosh -think what might happen if a scammer called the bank and dipped in to your account -i don't think you would be happy would you - and the hassle to prove it wasn't you doesn't bear thinking.