Errors on Nationwide flexaccount statement!

steveharvey2001

I have just opened my Feb-March 2013 statement for my Nationwide flexaccount and have noticed that they have duplicated several days of Dec 2012 transactions (including Christmas shopping and a mortgage payment) onto the top of the Feb-March statement which has reduced the bottom line balance by over £600.

It would be worthwhile for any other NW Flexaccount customers to check for this in case we have another computer center !!!!-up like back in 2012

I have messaged NW via their secure email - I will report back here when I get a reply.

Andyt1981

Have they actually taken payments twice, or is it just showing on the statement twice?

alanq

Andyt1981 wrote: »

Have they actually taken payments twice, or is it just showing on the statement twice?

I think that question has already been answered.

"which has reduced the bottom line balance by over £600."

agrinnall

alanq wrote: »

I think that question has already been answered.

"which has reduced the bottom line balance by over £600."

I'm not sure that it has been answered. While the paper statement may show that, we don't know whether the same is true online, where the current balance is really displayed. I know that mine is fine, as was the last paper statement I received (for February, although it also includes March 1st transactions).

KTF

If its that serious I would phone them up rather than asking via a secure message.

alanq

My statement tallies.

I agree regarding secure messages. Nationwide has high target response times and in my experience fails to meet even those.

steveharvey2001

agrinnall wrote: »

I'm not sure that it has been answered. While the paper statement may show that, we don't know whether the same is true online, where the current balance is really displayed. I know that mine is fine, as was the last paper statement I received (for February, although it also includes March 1st transactions).

The paper statement and the online downloadale pdf version both show these duplicates. The csv (Excel) downloadable statement does not.
The difference between the balances on each day in Feb is exactly the same figure of £631.11 so it looks like a statement glitch rather than a doubled-up set of transactions.

agrinnall

It does sound like they had an issue producing some statements from what you say. What I was really asking about was the transaction list and the balance showing in the online system, rather than looking at different versions of the statement. However, if the csv is correct I'd imagine the underlying data is too. Hopefully Nationwide will respond to your secure message, although my experience has been that you stand a better chance of getting a useful reply if you call them so you can question someone directly rather than allowing them to give an anodyne email answer.

steveharvey2001

agrinnall wrote: »

It does sound like they had an issue producing some statements from what you say. What I was really asking about was the transaction list and the balance showing in the online system, rather than looking at different versions of the statement. However, if the csv is correct I'd imagine the underlying data is too. Hopefully Nationwide will respond to your secure message, although my experience has been that you stand a better chance of getting a useful reply if you call them so you can question someone directly rather than allowing them to give an anodyne email answer.

Well I eventually received a reply...

"Thank you for your message.

We are currently experiencing a temporary fault, which is impacting FlexAccount Statements.

Our Technology department are aware of this problem and are currently investigating the issue as a high priority..

I apologise for any inconvenience this matter may cause you.
I would like to thank you for contacting us.
If you need anything else please reply to this message"