Nationwide Refusing to Shut Down Account

olly300

I've been trying to close my credit card account with Nationwide since the end of April and they have been giving me the run around. I've now reported them to the FOS.

The long and short of the story is they stopped my credit card as part of their fraud protection measures but instead of allowing the purchase when I validated that I was making it they kept blocking the card and blamed the retailer for the block when I spoke them on the phone. This was even after I spoke to the retailer themselves.

In the end I brought the product with another credit card at the same retailer, who luckily could still deliver it at the same time. I brought the product to help a family member going through a difficult time, so it was important that I brought the product when I said I would.

Anyway has anyone else has the problem that as a long time customer of Nationwide when they have got fed up of their very bad customer service, Nationwide has stopped them closing down their credit card account?

I've asked them by writing to their head office and in the branch, yet their response is to tell me I have to ask the other way. I've also spoke to them on twitter and while they have got in touch with head office it hasn't helped.

The credit card has a zero balance on it plus is blocked so I can't use it anyway.

lee111s

Bought*


What's their reasoning for not closing down the account?

SnowTiger

According to Nationwide's FAQ:

To close your account please call Credit Card Services on 08000 55 66 11. We're open 8.00am -10.00pm Monday to Friday, 8.00am - 8.00pm Saturday, and 9am - 5pm Sundays.

Give them a call and say you want to close your credit card account. Don't give them the run down of events you gave here. It complicates matters.

If that doesn't work, make a complaint. Again, don't give your back story. Simply tell them you want to close your account and haven't been able to so.

Terry98

It's nothing to do with this is it?

'Even once you've cancelled it doesn't mean the account is closed. It'll often be left open for a bit in case any payments still need to come through, so always double-check your final statement to ensure everything's gone through. Then check your credit record a few months later to double-check it's done and dusted.'

http://www.moneysavingexpert.com/credit-cards/cancel-unused-cards

chanz4

op tell the reason that they said for not clossing

olly300

lee111s wrote: »

Bought*


What's their reasoning for not closing down the account?

They refuse to give a reason.

ICan'tStandIt

olly300 wrote: »

I've now reported them to the FOS.

By "reporting them to the FOS" means you have had final decision to your official complaint.


What was Nationwide's final decision on your complaint?

olly300

SnowTiger wrote: »

According to Nationwide's FAQ:



Give them a call and say you want to close your credit card account. Don't give them the run down of events you gave here. It complicates matters.

If that doesn't work, make a complaint. Again, don't give your back story. Simply tell them you want to close your account and haven't been able to so.

I've told them by:
1. Telephone three times that I want to close the account they have told me go to a branch. (Their social media team sorted out the calls.)
2. I have written to them 3 times including once asking me to confirm I wanted to close the account then a formal complaint stating I wanted the account closed, when they didn't action the confirmation. The response to the formal complaint was to tell me to go to a branch.
3. I went to a branch and they told me I had to write to head office to close the account. The woman in the branch sent a letter to ask them to close the account down and the account is still open so either the letter wasn't sent or they are just refusing to action it.

I've closed credit cards before elsewhere and it's taken two weeks. This has been going on since the beginning of May.

In the meantime I've managed to close down my current account with Nationwide in less than 2 weeks.

olly300

Terry98 wrote: »

It's nothing to do with this is it?

'Even once you've cancelled it doesn't mean the account is closed. It'll often be left open for a bit in case any payments still need to come through, so always double-check your final statement to ensure everything's gone through. Then check your credit record a few months later to double-check it's done and dusted.'

http://www.moneysavingexpert.com/credit-cards/cancel-unused-cards

The balance has been 00.00 since the beginning of May.

They blocked my card at the end of April and so no debits could go through.

I then decided it was pointless having the card, paid the balance and asked then asked them to close it.

ICan'tStandIt

olly300 wrote: »

I've told them by:


2. I have written to them 3 times including once asking me to confirm I wanted to close the account then a formal complaint stating I wanted the account closed, when they didn't action the confirmation. The response to the formal complaint was to tell me to go to a branch.

So you have a letter with a heading of 'Final Decision' or 'Final Response'?


If so, I would call the complaint handler and tell them you are going to go to the FOS unless the account is closed that day. If they ask you to go to a branch etc, then just tell them that you won't be doing that and will go to the FOS instead.

SnowTiger

olly300 wrote: »

They blocked my card at the end of April and so no debits could go through.

If the card is still blocked that might be why they're having problems closing the account.

Computer says no perhaps?