Nationwide Visa credit cards compromised?

alan80

I had a payment declined today so contacted Nationwide card services to discover my card had been cancelled (14 day grace period) and a new one sent out back on the 27th October. I Was told it was down to the TalkTalk breach although when I pointed out long numbers weren’t comprised and I had never been a TalkTalk customer anyway this was changed to “we haven’t been told why”. The csa wouldn’t pass me on to a supervisor and when I forced the issue she said they were in a meeting. I hadn’t received the new card so it was cancelled and another one issued.

I called again and still no more info on what the “potential compromise” was, but I was told the info came from head office and it affected “all Nationwide credit card customers” and all cards had been replaced. I asked if it affected my Visa debit card or any other Nationwide accounts and she had “no idea” as they can’t access that information.

I then called banking services to find out if any other services were affected and all this info was news to the csa. After speaking to someone from the cc dept. she told me “it was just your card that was potentially compromised” and “the information was supplied to them by Visa”. I was not happy with all the contradicting info so she eventually managed to put me through to a supervisor who said it wasn’t just my card, but it wasn’t every customer either. He apologised for all the misinformation but still no info on the potential compromise.

He did suggest it may have been a merchant breach so when I finished the call I logged on to check previous cc statements and there is nothing available prior to October 27th. I suppose this could be due to the new card/number being issued, but why would they remove previous statements for the old card?

If you have made it this far than thanks and I am probably overreacting, but if anyone can shed some light on this I would really appreciate it.

jonesMUFCforever

If they knew they wouldn't tell you - be grateful no monies have been spent in your name.
Things like this happen from time to time - I'm waiting for a new card myself from another provider after someone tried to go shopping online with my card on Sunday.

alan80

I know banks are notoriously secretive with any sort of fraud, but I still don’t even know if it’s an individual incident, a group of customers or all customers. If it was all customers I would be inclined to move all my accounts and services away from them and I’m sure they know that. I might file a freedom of information request. It would be good if a Nationwide credit card customer can confirm their card hasn’t been replaced.

Apart from anything else it’s been handled really poorly. Even though it would be another gaffe, I really hope the replacement card wasn’t actually sent out as opposed to being lost in the post

SnowTiger

alan80 wrote: »

I might file a freedom of information request.

Good luck with that.

https://www.gov.uk/make-a-freedom-of-information-request/the-freedom-of-information-act:

The Freedom of Information Act (FOIA) gives you the right to access recorded information held by public sector organisations.

Like others here, I've had cards unexpectedly cancelled and reissued. Data losses are far more common than many people realise.

One of the problems with naming and shaming is that it might discourage companies to fess up to data leakage in the future.

Vortigern

alan80 wrote: »

It would be good if a Nationwide credit card customer can confirm their card hasn’t been replaced.

My Nationwide credit card hasn’t been replaced. I'm not sure how this helps you.

Please don't use small fonts!

alan80

Vortigern wrote: »

My Nationwide credit card hasn’t been replaced. I'm not sure how this helps you.

Thanks very much Vortigern. It means it’s less likely to be a problem at Nationwide’s side and the information about all customers being affected was wrong.

SnowTiger wrote: »

Good luck with that.

Well I can give it a try as it also includes private companies that provide public sector services. If the social housing loan scheme can be considered a public service/responsibility they might be included. Nationwide were awarded the preferred bidder status by the Bank of England who are definitely included. If that doesn’t work I could make a complaint to the FOS then make a request for all the correspondence.

I just hate the thought they aren’t giving me information about my account… especially if they were aware of source or merchant involved who I would obviously now avoid.

chattychappy

alan80 wrote: »

so when I finished the call I logged on to check previous cc statements and there is nothing available prior to October 27th. I suppose this could be due to the new card/number being issued, but why would they remove previous statements for the old card?

Oh they are stupid that way. It's nothing to do with the fraud issue. When I "upgraded" from Gold to Select (I think it was "forced" upon me), the Gold statements immediately disappeared from the online account.

alan80

Agreed, it could easily be down to that as it’s now listed with the new card number online… the one I haven’t received. When a replacement card was issued a few months ago due to expiration it had the same number and previous statements where available. The complete lack of info has also got me wondering about a postal issue.

It’s a very poor system because I now can’t access previous statements online. I guess it now means a special (chargeable?) request if I need a copy.

Vortigern

alan80 wrote: »

I just hate the thought they aren’t giving me information about my account… especially if they were aware of source or merchant involved who I would obviously now avoid.

I had a similar query a while ago with Capital One.
The old thread linked below may be of interest.

https://forums.moneysavingexpert.com/discussion/4996110

alan80

Thanks very much for the link… great info. It would have been nice if Nationwide had sent out a separate letter, or even if I had received the replacement card