Ombudsman? Nationwide failed to act

CanVan

My DD acc card went missing in USA, reported it, requested replacement, speaking by phone in Oct, Nov and Dec.
I only have Nationwide CC in USA now - which is maxed out.
And I need to make monthly payment to the CC or face a fine.
Bank won't let me transfer my £££ from current account to CC! :wall:
Bank won't let me use internet banking (because I don't have my acc card) to transfer £££ to a friend's acc so I can get some $$$ out! :wall:

So I am left borrowing $$$ in the USA and getting fined when I have £££ held captive by Nationwide!

Only by someone in the UK physically going in to bank monthly to pay the min payment on CC can I avoid the fine - but I can't transfer £ to them to do this

***January:
I return to the UK and there's not a new DD card waiting. I go in to Nationwide - I'm told the card has not even been cancelled and no replacement ordered! And only 2 calls logged.
AWFUL SERVICE. What course of action do you suggest I take?
My DD card has been active and open to theft this whole time!
WHAT CAN I DO ABOUT THEIR NEGLIGENCE? ***

Candyapple

What is a DD account card?

Why were you locked out of internet banking? Do you insert the card into one of the handheld devices like Barclays to access it? (Sorry don't have a Nationwide acc yet)

Could you not have asked a friend /family member to pay your credit card minimum payment for you and repaid them when you got back?

It's not really Nationwide's negligence because even if they had sent out a replacement card, the card would still have been sat on your doorstep in the UK whilst you were in the US and you wouldn't have known your new long card number.

Log a complaint with Nationwide and see what they say.

CanVan

***I wondered whether it's normal to not be able to transfer money from 2 accounts within the same bank? Only if in person***

I am leaving Nationwide after 17 years.
Got back, put £200 on the CC. Checked my acc and it's missing! They had put it on to a closed account. They are useless.
Shame, they used to be great for travellers.

DD = visa debit card/current acc card
You can access internet banking with memorable data but read only, you can't use any functions without a card.

Asking someone to go to the bother unpaid is a bit of an ask (thanks Mum!) She would've received the new card had they sent it.

Nationwide is negligent: Not cancelling a card that can be used for purchases is pretty serious. I couldn't get my money but someone else could!

noh

CanVan wrote: »

........................
You can access internet banking with memorable data but read only, you can't use any functions without a card............

I can use most of the functions of Nationwide internet banking if logged on with memorable data. I can certainly do internal transfers. I can pay most existing payees too.
The only thing I definitely need the card and reader for is to set up new payees.

Archi_Bald

CanVan wrote: »

***January:
I return to the UK and there's not a new DD card waiting. I go in to Nationwide - I'm told the card has not even been cancelled and no replacement ordered! And only 2 calls logged.
AWFUL SERVICE. What course of action do you suggest I take?
My DD card has been active and open to theft this whole time!
WHAT CAN I DO ABOUT THEIR NEGLIGENCE? ***

Firstly, stop shouting.

Secondly, perhaps the reason why Nationwide didn't do what you expected them to do is that your expectations are wrong? I am sure you would have confused them by talking about things nobody knows anything about, such as a "DD card".

CanVan wrote: »

I couldn't get my money but someone else could!

Did you lose any money?

Yorkshire_Pud

OP need to make a formal complaint against Nationwide if you think they are at fault.

Only after a rejection by Nationwide would you be eligible to go to the Ombudsman.

Negligence? Maybe you were negligent losing your card which apparently hasn't been used fraudulently since you lost it.

Engage brain before mouth and deal with Nationwide in a polite and reasonable way so that they can investigate your concerns. They will probably have recordings of any voice calls you made and the complaints department will be very thorough in listening to every word.

I can do all the things you claim you aren't allowed to do with my Nationwide online banking especially using the full website including using my current account funds to pay off credit card balance.

Good luck!

agrinnall

CanVan wrote: »

I am leaving Nationwide after 17 years.

I doubt if many tears will be shed in Swindon at your departure.