Nightmare with Nationwide

Dolly91

October 2012 i moved into my first home. At this time i had no problems with Nationwide and had been with them for many years. I paid the deposit and first months rent no problem, so i was covered through November. 28th November 2012 they sent me a letter saying they could no complete the standing order to my landlord as they only do monthly, quaterly and annually standing orders. My rent needed to be paid every 4 weekly which meant it didnt fall exactly on the same day each month. They were giving me 14 days (didnt say starting when) to get back to them using the slip provided. The slip provided was similar to a cheque. State how much i'd like to pay, tick the box saying monthly, quaterly or yearly. The letter also said they were not going to take any action if i wasnt going to contact them regarding what i'd like to do. Because Nationwide wouldn't take my new address down because the ID I had (my birth certificate, i cannot drive and dont have any photo ID) The letter was sent to my parents house. When i eventually got to pick the letter up it was 3 days later.

I panicked and on the day my rent was due (3rd December 2012) I took money from my savings to pay my rent because I knew it wouldnt go through and had planned on switching to Lloyds bank. The next day, i check my bank account, the rent i put in as a single payment had gone out and my landlord had confirmed that. What also happened later that day was Nationwide sent out of my bank account another £560 which is what my rent is. Over £1000 went out of my bank in one day. This made me £500 overdrawn unauthorised. When i called them, they told me there was nothing they could do and that i need to pay the overdraft. I explained to them what had happened and said i cant pay that off in one go. They said again there was nothing they could do and left it at that. The 2nd time i called, i spoke to a man called David, who proceeded to tell me (quite bluntly) that i need to keep an eye on my finances better and that i shouldnt have been so stupid as to make a single payment when i knew nationwide were going to send it out anyway. I repeated this call many many many times repeating what was said in the letter and refusing to pay until i get an answer as to why it happened. No one could tell me why.

Last month, i went to the nearest Nationwide branch (an hours drive away). I spoke to the manager and she called the same number i had been calling to be spoken to in a rude way as well. She kept telling the person on the phone what the letter had said and they couldnt seem to give her an answer, so she asked to be put through to the manager, she got put through straight away. Yet when i asked i was told he was unavalible. In the end the branch manager managed to recall the charges (calculating up to over £200 which nationwide told me 3 days before was £75 in total) She had also told them that they had taken 1 payment of child tax and 1 payment of child benefit from me to pay for some of the unauthorised overdraft and if they could pay that back, they refused.

Fast forward to now and i've called them to try and negotiate with them working around my bills and seeing whats left to give to them. They want £55 a month that doesnt include charges. I cant afford that at the end of every month. I've asked them if i could pay less, they said no and to call them when i'm ready to give them the £55 plus charges and that March and Aprils payments will need to be around £150 not including charges.

HELP!

Little_Mo_70

Dolly91 wrote: »

October 2012 i moved into my first home. At this time i had no problems with Nationwide and had been with them for many years. I paid the deposit and first months rent no problem, so i was covered through November. 28th November 2012 they sent me a letter saying they could no complete the standing order to my landlord as they only do monthly, quaterly and annually standing orders. My rent needed to be paid every 4 weekly which meant it didnt fall exactly on the same day each month. They were giving me 14 days (didnt say starting when) to get back to them using the slip provided. The slip provided was similar to a cheque. State how much i'd like to pay, tick the box saying monthly, quaterly or yearly. The letter also said they were not going to take any action if i wasnt going to contact them regarding what i'd like to do. Because Nationwide wouldn't take my new address down because the ID I had (my birth certificate, i cannot drive and dont have any photo ID) The letter was sent to my parents house. When i eventually got to pick the letter up it was 3 days later.

I panicked and on the day my rent was due (3rd December 2012) I took money from my savings to pay my rent because I knew it wouldnt go through and had planned on switching to Lloyds bank. The next day, i check my bank account, the rent i put in as a single payment had gone out and my landlord had confirmed that. What also happened later that day was Nationwide sent out of my bank account another £560 which is what my rent is. Over £1000 went out of my bank in one day. This made me £500 overdrawn unauthorised. When i called them, they told me there was nothing they could do and that i need to pay the overdraft. I explained to them what had happened and said i cant pay that off in one go. They said again there was nothing they could do and left it at that. The 2nd time i called, i spoke to a man called David, who proceeded to tell me (quite bluntly) that i need to keep an eye on my finances better and that i shouldnt have been so stupid as to make a single payment when i knew nationwide were going to send it out anyway. I repeated this call many many many times repeating what was said in the letter and refusing to pay until i get an answer as to why it happened. No one could tell me why.

Last month, i went to the nearest Nationwide branch (an hours drive away). I spoke to the manager and she called the same number i had been calling to be spoken to in a rude way as well. She kept telling the person on the phone what the letter had said and they couldnt seem to give her an answer, so she asked to be put through to the manager, she got put through straight away. Yet when i asked i was told he was unavalible. In the end the branch manager managed to recall the charges (calculating up to over £200 which nationwide told me 3 days before was £75 in total) She had also told them that they had taken 1 payment of child tax and 1 payment of child benefit from me to pay for some of the unauthorised overdraft and if they could pay that back, they refused.

Fast forward to now and i've called them to try and negotiate with them working around my bills and seeing whats left to give to them. They want £55 a month that doesnt include charges. I cant afford that at the end of every month. I've asked them if i could pay less, they said no and to call them when i'm ready to give them the £55 plus charges and that March and Aprils payments will need to be around £150 not including charges.

HELP!

Write a letter of complaint to Nationwide asap, stating everything that has happened, your current financial position and what you expect them to do to rectify a situation you would not be in but for their actions . Tell them that, until recently you have never had reason to complain but, unfortunately now, you have no choice.

You have obviously tried to sort things out on a number of occasions. Quote the dates of each phone call and who you spoke to (if you know) and what they (unhelpfully!) said. Send your letter (and any subsequent ones) by recorded post and keep copies of all correspondence in case you need it for future reference. Phone calls, although recorded, do not represent proof should you need any in the future. It's always better to write.

From what I gather they have written and told you one thing and then done something else. That's unfair.
They have inferred you are not managing your finances properly when it would seem it is they who have made an error. That's unfair.
They are asking you to pay more on a monthly basis than you can afford. That's unfair.

What I can't understand is that, from the outset, you informed Nationwide that your rent is due every 4 weeks and not every calender month and they actually told you that they would not be able to do this, which I can understand, but then they go and pay it! However, as you had not actually given them the instruction to pay your landlord by standing order then they should not have paid it.

Banks claim to treat their customers fairly and it would seem that, on this occasion, they have failed.

IMO from what you have stated the Nationwide should have refunded your money immediately and you should owe them nothing.

What a horrible experience just after moving in to your new home. Hope you get things sorted.
Good luck

Mo

Wywth

Dolly91 wrote: »

October 2012 i moved into my first home. At this time i had no problems with Nationwide and had been with them for many years. I paid the deposit and first months rent no problem, so i was covered through November. 28th November 2012 they sent me a letter saying they could no complete the standing order to my landlord as they only do monthly, quaterly and annually standing orders. My rent needed to be paid every 4 weekly which meant it didnt fall exactly on the same day each month. They were giving me 14 days (didnt say starting when) to get back to them using the slip provided. The slip provided was similar to a cheque. State how much i'd like to pay, tick the box saying monthly, quaterly or yearly. The letter also said they were not going to take any action if i wasnt going to contact them regarding what i'd like to do. Because Nationwide wouldn't take my new address down because the ID I had (my birth certificate, i cannot drive and dont have any photo ID) The letter was sent to my parents house. When i eventually got to pick the letter up it was 3 days later.

I panicked and on the day my rent was due (3rd December 2012) I took money from my savings to pay my rent because I knew it wouldnt go through and had planned on switching to Lloyds bank. The next day, i check my bank account, the rent i put in as a single payment had gone out and my landlord had confirmed that. What also happened later that day was Nationwide sent out of my bank account another £560 which is what my rent is. Over £1000 went out of my bank in one day. This made me £500 overdrawn unauthorised. When i called them, they told me there was nothing they could do and that i need to pay the overdraft. I explained to them what had happened and said i cant pay that off in one go. They said again there was nothing they could do and left it at that. The 2nd time i called, i spoke to a man called David, who proceeded to tell me (quite bluntly) that i need to keep an eye on my finances better and that i shouldnt have been so stupid as to make a single payment when i knew nationwide were going to send it out anyway. I repeated this call many many many times repeating what was said in the letter and refusing to pay until i get an answer as to why it happened. No one could tell me why.

Last month, i went to the nearest Nationwide branch (an hours drive away). I spoke to the manager and she called the same number i had been calling to be spoken to in a rude way as well. She kept telling the person on the phone what the letter had said and they couldnt seem to give her an answer, so she asked to be put through to the manager, she got put through straight away. Yet when i asked i was told he was unavalible. In the end the branch manager managed to recall the charges (calculating up to over £200 which nationwide told me 3 days before was £75 in total) She had also told them that they had taken 1 payment of child tax and 1 payment of child benefit from me to pay for some of the unauthorised overdraft and if they could pay that back, they refused.

Fast forward to now and i've called them to try and negotiate with them working around my bills and seeing whats left to give to them. They want £55 a month that doesnt include charges. I cant afford that at the end of every month. I've asked them if i could pay less, they said no and to call them when i'm ready to give them the £55 plus charges and that March and Aprils payments will need to be around £150 not including charges.

HELP!

You appear to be suggesting that there is a transaction on your Nationwide account that you have not authorised and so have to dispute.

You were correct to speak with the Nationwide about this, and it is most disappointing the response you received.

I now suggest you make a formal complaint in writing and await their final response (in writing)
http://www.nationwide.co.uk/contact_us/making_a_complaint/making_a_complaint.htm

Keep us posted how you get on

Dolly91

Thanks for the advice. I've never been overdrawn before so obviously have no idea how to deal with this. Whilst i have my sister telling me not to let them walk over me and that how i've been treated is wrong the other part of me is scared to get on the wrong side of them in case they send a baliff round or ask me to go to court so i should just pay up but i dont see what i did wrong.

Atidi

Dolly91 wrote: »

Thanks for the advice. I've never been overdrawn before so obviously have no idea how to deal with this. Whilst i have my sister telling me not to let them walk over me and that how i've been treated is wrong the other part of me is scared to get on the wrong side of them in case they send a baliff round or ask me to go to court so i should just pay up but i dont see what i did wrong.

You have been advised how to deal with this above.

If you still do not understand, I would recommend you make an appointment with your local CAB office who may be able to help you further.

meer53

Can't you get the rent overpayment back from your landlord ?

magpiecottage

Dolly91 wrote: »

Thanks for the advice. I've never been overdrawn before so obviously have no idea how to deal with this. Whilst i have my sister telling me not to let them walk over me and that how i've been treated is wrong the other part of me is scared to get on the wrong side of them in case they send a baliff round or ask me to go to court so i should just pay up but i dont see what i did wrong.

They cannot send a bailiff round unless they first take you to court.

If you complain first then the matter is in dispute and they will look silly if they attempt to take you to court.

If they do not deal with your complaint properly, you can take them to the Financial Ombudsman Service.

They cannot charge you or penalise you for complaining and the Financial Ombudsman Service is free for you (but £550 for them).


Send a letter to

Member Service
Nationwide Building Society
Moulton Park
Northampton
Northants.
NN3 6NW

Tell them what happened, including the fact that you had to drive to the branch (actually, any branch will do), and give dates, times and names (if you can) of who you spoke to.

You can snail mail the letter but do get (and hang on to) proof of posting which is free from the post office and keep a copy of the letter.

If they don't reply you will need it to go to the Financial Ombudsman Service.