Nationwide Flexplus account - feedback

persa

mutley74 wrote: »

I have banked with NW for over 10years with other accounts. Customer service is reasonable maybe a few mins wait on the phone at the most. But you at least you can get help via branches, phone and secure messages via online access. When i called the plus account line yesterday with some questions on the account they said they have been flooded with new applications more than expected so expect a delay with correspondence.

I've always had good service with NW, but I've sorted things out in branch, rather than over the phone. The branch staff seem very well trained - a world apart from Santander!

Thankfully I can mainly manage my account online - the internet banking is great. I think in the 10+ years I've been with NW, they've only made 2 serious screw ups, which were resolved straight away when I marched down there to complain.

adamc260

mutley74 wrote: »

I have banked with NW for over 10years with other accounts. Customer service is reasonable maybe a few mins wait on the phone at the most. But you at least you can get help via branches, phone and secure messages via online access. When i called the plus account line yesterday with some questions on the account they said they have been flooded with new applications more than expected so expect a delay with correspondence.

I completely understand and appreciate that but when you request your pin number 2-3 times, online card reader 2 times, isa transfer form 3-4 times to finally receive the wrong form, you ring up and 2 weeks after you've opened it they don't even know you have an account and ask you to call back 3 times so I can chase them up as they can't seem to set notes and chase departments?

Busy yes... Any excuse for the above, not really.

I'm pretty forgiving and will give companies the benefit of the doubt but it's a bit of a joke really.

mutley74

adamc260 wrote: »

I completely understand and appreciate that but when you request your pin number 2-3 times, online card reader 2 times, isa transfer form 3-4 times to finally receive the wrong form, you ring up and 2 weeks after you've opened it they don't even know you have an account and ask you to call back 3 times so I can chase them up as they can't seem to set notes and chase departments?

Busy yes... Any excuse for the above, not really.

I'm pretty forgiving and will give companies the benefit of the doubt but it's a bit of a joke really.

agree if thats how you have been treated, sounds like an official complaint is needed. best of luck.

mutley74

word of warning anyone opening or upgrading to flexplus account allow plenty of time before you travel or need any of the account benefits..as it can take over a week.
although i upgraded mine last week, NW said it will take a week to upgrade. I got a letter today stating upgrade is complete!

Thus allow at least a week or so to upgrade to this account.

I have phoned NW cust service a few times and go through within a few minutes - good service!

redkenny

mutley74 wrote: »

word of warning anyone opening or upgrading to flexplus account allow plenty of time before you travel or need any of the account benefits..as it can take over a week.
although i upgraded mine last week, NW said it will take a week to upgrade. I got a letter today stating upgrade is complete!

Thus allow at least a week or so to upgrade to this account.

I have phoned NW cust service a few times and go through within a few minutes - good service!

I applied to upgrade from a flex account on Sun the 5th and the account apparently doesn't get upgraded until the next weekend after you apply so for me the 11th. The insurances start immediately on acceptance of the application though, so it is only the 3% interest and new cards and I would assume the withdrawal benefit that you have to wait for.

mutley74

redkenny wrote: »

I applied to upgrade from a flex account on Sun the 5th and the account apparently doesn't get upgraded until the next weekend after you apply so for me the 11th. The insurances start immediately on acceptance of the application though, so it is only the 3% interest and new cards and I would assume the withdrawal benefit that you have to wait for.

i opened mine last week like you, and onscreen told switchover is 11th May.
Got letter dated 4th May saying all insurances are valid now.
I phoned them and only change left is new cards and cosmetic changes to online banking (i.e. account name change online)...i was told that the 3% interest etc starts now!

Gels

My upgrade took longer than expected last month - was supposed to happen the following weekend after my instruction but instead received an email saying it could not be completed and had been rescheduled. Further email later that week said upgrade complete by the weekend, so 2 weeks in all. Cards quick to arrive though, just a few days after actual upgrade.

mutley74

my account was fully opened last week as an upgrade from Flexaccount to PLUS.
SO far i am happy with all the services and benfits offered.

Only point i was disappointed is that they remove all access to previous account history online (i.e. pre Upgrade account).

innovate

mutley74 wrote: »

Only point i was disappointed is that they remove all access to previous account history online (i.e. pre Upgrade account).

None of my history was lost when I upgraded from a FlexAccount. You should talk to them, seems an error if you are unable to see your history

mutley74

innovate wrote: »

None of my history was lost when I upgraded from a FlexAccount. You should talk to them, seems an error if you are unable to see your history

will call to query this.

also the calling +1793 it cuts off when you are through to the selected service (just thought i would try from mobile)