Nationwide Building Society

RMcoiner

I use to rate the internet banking facility on Nationwide, but not anymore.

I have my salary paid into another bank and transfer funds (via faster payment) into Nationwide and have banked with them for many years. Towards the end of last month, I completed my usual transfer from the same bank and 2 to 3 days later the funds still had not shown as available nearly preventing me from paying my credit card.

I wrote an email as why they had stopped me spending my own money, baring in mind that my funds do bounce. they left a message on my phone expecting me to call back on an 0845 telephone and strangely they sent a message my unsecured inbox in my email rather than advising me that a message had been left in my secure inbox as part of my account. I forwarded this via my secure inbox complaining that they do not consider Data Protection and that I see no reason why I should call and they can explain in writing why they prevented me from accessing my account.

A few days later I received a letter duplicating the same information as the email, no acknowledgement as to why they refused to clear my funds.

And for an added insult I checked my bank statement advising me that they had charged £15.00 to my account for forcing a visa payment through when I had made a faster payment to cover any expenditure.

At that I sent them an angry message, telling them that I would be leaving and also close a recently opened joint account.

They had not replied to either my 2 or 3 complaints and I am now searching for an alternative account.

Has anyone had the same experience of being completely ignored and also do you have any advice. I am still bothered by the £15 charge and the lack of service, but I know with the bank switch that unfair fee will be swallowed up.

colsten

How do you know it is Nationwide who held up the crediting of the payment?

Why do you complain that they responded to the email you sent to them? Why did you not use the internal messaging service?

Why didn't you call them on 0800 30 20 10 to start with?

Hominu

All seems a bit strange to me.

Do you have proof that the bank you sent the money from actually sent the funds and Nationwide refused to credit those funds?

In March, Nationwide notified everyone that the customer service was changing from 0845 to 0800 30 20 11, so if you were desperate for those funds, the easiest way to find out would be to just ring them.

I don't know what the "prevented me from accessing my account" is all about as from your post, you could. For queries that can't be answered easily, it's normally easier to just speak on the phone rather than have emails go back and forth for what could take several days (likewise for letters).

RMcoiner

Hominu & Colsten they never offered any assistance to call an 0800 number, they just quoted a 0845 number. They had no reason to hold up a payment that had come from the same source many many times. I know it was there because, the available balance and the balance showing differed by the amount going into the account.

callum9999

RMcoiner wrote: »

Hominu & Colsten they never offered any assistance to call an 0800 number, they just quoted a 0845 number. They had no reason to hold up a payment that had come from the same source many many times. I know it was there because, the available balance and the balance showing differed by the amount going into the account.

Well now you know they have a non-0845 number, call them...

While any error they have made during this process is annoying, your insistence in dealing with them via email/secure messaging is ridiculous. You could have gotten this all sorted with one phone call back on the day the transfer was originally scheduled to take place.

You'll get the £15 back when you talk to them, it won't be gobbled up by a bank switch and any customer service advisor opening an angry email saying you're going to leave Nationwide really couldn't care less - so I wouldn't bother continuing with that.

agrinnall

RMcoiner wrote: »

They had no reason to hold up a payment that had come from the same source many many times.

Do you have some inside knowledge on Nationwide's security policy? If not then you have absolutely no basis on which to make this statement. The facts contradict you: they did hold it up, therefore they had some reason to do so. You might not agree with that reason, but as you'll never know what it was there's not much you can do about it.