Shame on Nationwide

antinori

Hi

You'd think that with all the technology that Nationwide likes to promote that a simple internet account payment or standing order wouldn't be a problem, however it is a problem apparently.

I have a Flex Direct account but I cannot pay ad-hoc payments or set up a standing order to pay for my Virgin Credit Card.

Despite Virgin notifying Nationwide about a change in Sort Code and account number for their payments (Notified in March 2015) Nationwide hasn't updated their database. I have complained verbally and by letter but they are fobbing me of by saying they are "Working on it". They have written to me saying it "Might" be fixed in February 2016.

According to Virgin there are over 10k account holders affected by this and Nationwide does not think this is a priority.

They offered me £ 25 for my troubles (Not interested) but all I want is a fix. Surely this is not a big deal - Why do Banks treat their Customers so poorly - I have 7 x products with them - maybe it's time to move as a protest.

Are you one of the over 10k affected - Are you making noise to Nationwide - You might also get offered £ 25 to go away!

stclair

As an alternative why dont you just call virgin and just make a debit card payment for now.

The change they need to make might not be as simple as just pressing a button.

planteria

follow stclair's advice..

but i agree that Nationwide CS is poor.

stclair

What are the new bank details?

agrinnall

stclair wrote: »

The change they need to make might not be as simple as just pressing a button.

It may well not be, but it's certainly not something that should take until next February to resolve. I'd go so far as to say that the response is unacceptable, and if the OP has made a formal complaint then I'd take it to the FOS just to be bloody-minded. In general I'm a big fan of Nationwide but this is pretty poor.

planteria

agrinnall wrote: »

In general I'm a big fan of Nationwide but this is pretty poor.

i would sincerely like to be. but i find their CS to be either 'nice but hopeless' (usually) or 'not very nice & hopeless' (occasionally). their handling of Refer-a-Friend is a disaster in my experience. i have been asked by at least 15 members of staff whether my account had 2 Direct Debits transferred, for example.

d123

Can't you just make a manual payment?

Sort code, account number and use the 16 digit card number as reference. I've paid cards that way in the past.

grumbler

d123 wrote: »

Can't you just make a manual payment?

Or just amend manually the details of the Standing Order? Why do you expect NW to do this for you if you know the new details?

EarthBoy

Use the option to input the details yourself and you can input whatever sort code and account no. you like.

Archi_Bald

antinori wrote: »

I have a Flex Direct account but I cannot pay ad-hoc payments or set up a standing order to pay for my Virgin Credit Card.

Exactly how are you trying to pay, and what happens if you try? Do you have the Virgin sort code, account number and reference?

agrinnall

grumbler wrote: »

Or just amend manually the details of the Standing Order? Why do you expect NW to do this for you if you know the new details?

I don't think the OP is expecting NW to do it. The problem seems to be that NW have not added the new sortcode to their database and therefore it's rejected when the SO set up is attempted - I'm pretty sure that if this is the case it would also not work for a single payment given that it should be the same validation behind the scenes.

I'm very surprised that they are saying it will take so long to resolve, as I recall adding new sortcodes from a file provided by BACS was a standard part of the overnight batch at the bank I worked at.