Nationwide Problem

vwman_3

My wife and I applied for Nationwide cards back in February in order to use when travelling through USA/Canada in May and June.

We both were accepted for the cards and when we had them we called into our local Nationwide Branch and set up Direct Debits to pay the minimum amounts every month.

I checked with my Bank if the DD had been set up and it was, my wife did the same and her's was also set up.

A week or so later we both got conformation letters saying that the DD's were set up.

When our statements came we paid them off in full, and did this for 3 months.

Yesterday we both had phone calls informing us that we had missed last months payment on our cards.

I told them that there had been a DD set up on the account but Nationwide are having none of it, they state that NO DD has been set up and that my card (and my wife's have been suspended)

I quoted them the reference number on their conformation letter but they are not accepting it.

The upshot is a late payment charge of £12.00 each and they are going in inform the CRA's of a late payment.

Both the wife and I phoned our respective banks and they both received the Nationwide DD mandate on the 20th April.

My Bank is sending me a letter to send onto Nationwide confirming the DD set-up, my wife's Bank are doing the same.

So being I got nowhere with Nationwide's CS, any suggestions what to do now.

Thanks for any help.........

thesaint

If you have the letters from Nationwide and your bank confirming the DD, why can't you take them into the Nationwide branch and sort it out?

twiglet333

Take all the letters and facts that you have and dont move from the building until they take ownership of the mistake and refund your money. Be tough and fight your corner...in person. Go in and demand the manager.

vwman_3

thesaint wrote: »

If you have the letters from Nationwide and your bank confirming the DD, why can't you take them into the Nationwide branch and sort it out?

Have not had a chance yet, Branch not open til Monday,this all happened yesterday afternoon, spoke at length to CS on the phone but they were next to useless.

vwman_3

twiglet333 wrote: »

Take all the letters and facts that you have and dont move from the building until they take ownership of the mistake and refund your money. Be tough and fight your corner...in person. Go in and demand the manager.

I will be doning so.

KTF

If you look at past statements does it mention that the amount will be paid by DD. If the DD is setup correctly then it will say so on the statement.

Have you also double checked the account details on the letter they sent you to make sure there isnt a typo in the account details?

vwman_3

Called into Nationwide Branch, they stated there is nothing they can do and to take it up with Nationwide Credit Cards.

I showed the Branch supervisor the letter from Nationwide Credit Cards confirming the DD had been set up, and that my Bank had been notified, also the e-mail from my Bank stating that the DD was set up on my account on the 20th April.

It appears that because the DD was set up, and I stupidly paid additional payments for 3 months, the DD was not activated By Nationwide, they thought (wrongly) that I did not wish to pay by DD, surely the fact that I set up a DD in the first place would have given Nationwide some sort of clue.

All my other cards take the DD's out monthly as well as accepting additional payments.

I am livid, and to add insult to injury, Nationwide have now cancelled my card.

vwman_3

KTF wrote: »

If you look at past statements does it mention that the amount will be paid by DD. If the DD is setup correctly then it will say so on the statement.

Have you also double checked the account details on the letter they sent you to make sure there isnt a typo in the account details?

See above post, but no it does not say anything about a DD on my statement, I thought when they (Nationwide) write to you telling you a DD is set up then surely a DD has been set up, obviously not.........