please please help me...

haybel19

I don't really know where to start and am heartbroken as trying so hard to help ourselves...




We have a nationwide overdraft it was at 1350 and we never seemed to get out of over last 18 months so never in credit as such. Our income has dropped for various reasons but we are committed to clearing this and credit card.


We decided to sell house and got new mortgage agreed with nationwide for a bit more £ as we were going to put mortgage over longer term and use some of the equity to repay in full credit card and overdraft giving us clean slate. Nationwide agreed this in writing after our house has been on market few months we phoned to renew (only lasts 90 days) and was declined and as we are tied into fixed rate with large penalty had to take property off market. They paid us 150 compensation for the poor service and experience and poor advise. Prior to this we had explored additional borrowing on the mortgage to clear overdraft and credit card but they wanted us to borrow 10k which is min for debt consolidation and we do not need this amount so did not pursue.


Instead we put mortgage over longer term to free up funds each month to reduce overdraft. All communicated to nationwide throughout however march prior to this starting we got a letter demanding repayment of mortgage we agreed a repayment plan with them of 60 per month (despite them saying we could only afford 10) on the date the first payment was due to come off the overdraft amount did not change I called to check and was told would show following day which it did - I also enquired about making additional small reductions and once again expressed how keen to clear. First payment therefore made.


Cue today- I have gone to post office card declined despite otherhalf being paid and being with overdraft limit... turns out nationwide have without telling us and despite prior agreement removed ENTIRE overdraft leaving us with no access whatsoever to any money with a child to feed, no shopping and as collections not in they cannot correct till Monday. They are also unable to say if they will reinstate overdraft. Can they do this? We are on repayment plan and have made first payment and whilst close to the wire we have not exceeded the rduced overdraft nor incurred any charges. They admit likely to be theit fault but cannot say for sure nor resolve. The only slight thing I can think of is that a direct debit for a new insurance policy for my self employed work came out of another account I hold and rarely use which had zero balance (amount of 6.27) as soon as I noticed the following day I instantly paid and corrected. It was an over sight as had forgotten to transfer money as new direct debit... could this be why?


I am absolutely frantic have been in tears all day- am not getting anywhere and am desperate as have no milk for baby or fuel or access to any funds whatsoever.. can they do this? I have demonstrated countless times and countless ways that I am so committed to getting back on track and have actively engaged with them so many times.. I suffer anxiety and am in a right state with no idea where to turn...please help me.

kazwookie

Sadly yes they cna remove their overdraft at any time. Normally they would send a letter to give advance warning.

haybel19

yes they did send a letter hence repayment plan agreed and adhered to. Can they then remove the overdraft entirely after agreeing a repayment plan and without any additional correspondence that they were no longer honouring agreement??

haybel19

please help anyone?

happy_bunny_2

They shouldn't remove it like that, especially after agreeing a plan with you.

They shouldn't leave you with nothing. I'm sure I've seen FOS complaints upheld about similar cases. Doesn't help with your immediate problem.

I would give national debtline a call tomorrow.

I would also go into the nationwide branch and don't leave until they sort it. If you can't, then you will need to call them.

blue_pixie

Hello Haybel19 did you manage to get any milk for baby? Have you family or friends you can ring to help as its a bit of an emergency? Sorry I don't really have any advice I just wanted to say hello and I hope you are OK. Blue pixie

bambos

Hi Haybel19

Hug for you. Nationwide did this to me in December, they recalled my overdraft giving me 30 days to repay or set up a payment plan. I chose to set up a payment plan with them but I opened a new bank account with no overdraft & moved all my payments to my new account, I now treat my old overdrawn account as a debt which is being paid each month.

I too felt scared & anxious & I had a maxed out overdraft which I lived in each month. Since my change of account I feel more in control of my money and I'm able to see my surplus income each month which I could never see before as my overdraft was consuming it all but now I can make extra payments to my overdraft when I have a bit of extra cash spare.

Have you got any Boots points or Tesco vouchers you could use for nappies and milk?

Do you have a food bank nearby, your health visitor should be able to refer you out of hours.

Any family nearby that could help out?

samtoby

Sadly they can remove it when ever they like, or reduce it. My partners goes up and down like a yo yo!

I do hope you found a way of managing - like others say pop into a branch you never know.

haybel19

Hello thanks for the replies... I have been on the phone all morning they accept they have made an error- a rather serious one. The customer service experience had been absolutely shocking I have escalated complaint to complaints team awaiting callback and have insisted on compensation for the distress caused by their error and lack of service. Overdraft reinstated but wont be on until tomorrow!!!! They fully accept and agree their error and that I have been repaying as agreed. I am shocked and appalled they can and have behaved in such a way. Thankfully parents helped but as an anxiety sufferer anyway I am so stressed and upset by Nationwide's actions I have hardly slept and even had panic attacks. Not nice...

sourcrates

haybel19 wrote: »

Hello thanks for the replies... I have been on the phone all morning they accept they have made an error- a rather serious one. The customer service experience had been absolutely shocking I have escalated complaint to complaints team awaiting callback and have insisted on compensation for the distress caused by their error and lack of service. Overdraft reinstated but wont be on until tomorrow!!!! They fully accept and agree their error and that I have been repaying as agreed. I am shocked and appalled they can and have behaved in such a way. Thankfully parents helped but as an anxiety sufferer anyway I am so stressed and upset by Nationwide's actions I have hardly slept and even had panic attacks. Not nice...

Glad you have got a result :T

Tink_04

I'd open a new bank account elsewhere now and have wages paid into that one and only transfer the amount the request to the nationwide one now - i wouldn't trust them not to remove the overdraft facility again.