Nationwide Avoid like the plague

Happychappy

:mad: :mad: I have been with Nationwide for 20 years and used their online banking with a flex account, Esaver, plus ISA bonds. I use the online banking everyday.

On Saturday I went to log on and move some money, however all my accounts were not showing ? I sent nationwide a message online and logged on Sunday to find the same, and no reply. I logged on again today at 5pm as soon as I got in and still no accounts and no reply to the message through their site.

I then rang Nationwide to be told it was a security issue as they had something returned to them "not known at this address?" I have lived here 30 years and only recieved a replacement card 2 weeks ago, I was not expecting anything from them and didnt ask them to send me anything, just becausae some postie cocked up, why didnt they contact me? Not there job I was told.

I spoke to a "supervisor" the uncaring !!!!! from hell who told me to go into a branch and explain and they will inform head office who will unfree the account in 3 to 5 days :mad: Despite me pointing out I didnt ask for any marketing blurb to be sent, I banked on a daily basis as well as having a six figure sum on line which I used for various business needs, and I needed to go online immediately to move money or I would pay a penalty ? Zero interest other then company policy, take half a day off and go into a branch and explain and you should be online and have access to your own money by the weekend or Monday next week, and "oh by the way your credit and debit card is frozen as well ??????

This will cost me a lot of money and blood pressure coming out my ears because they have sent me some marketing post and it has been returned not known at this address. I have my phone numbers, email address etc on their records but they will not ring, they wait for YOU to you realise there is a problem.

I cannot believe their attitude, as soon as I get back on line the 8 years of Isa, Esavings and all other accounts will be gone and the thing that gripes me as I cannot get hold of someone and tear them another !!!! out !

sav4it

Why get so mad when they are trying to safeguard your money?
I know that it's not what you want to hear but that is how I see it.They are in the process of unfreezing it. I suppose you want it done instantly. I don't know what is involved.

I understand your frustration at them not contacting you first. I've had CC companies ring me to check transactions so why not for this kind of scenario?

Happychappy

sav4it wrote: »

Why get so mad when they are trying to safeguard your money?
I know that it's not what you want to hear but that is how I see it.They are in the process of unfreezing it. I suppose you want it done instantly. I don't know what is involved.

Just what I need to hear from someone who clearly doesnt run a business or bank online.

My point is they sent me some unwanted marketing blurb which was sent back and IF they felt they needed to block my account, why could they not ring me on the number I have registered with the account and which they ring when they want to flog something ?

And why can they not UNBLOCK my account immediately they are happy I am who I say I am i.e answered all the security questions, and jumped through their hoops but they will take another three to five days until they allow me access to my money :mad:

So who pays for the charges incurred when the car insurance and direct debit payments which will be returned unpaid as the account is frozen :rolleyes: getting the picture, yes mad :mad: Too right

sav4it

I didn't post to make you more stressed.
I added a bit but you probably didn't see it as you were replying to me.

BigJonnyB

HappyChappy - I completly understand your frustration. I mean, why does it take them 5 days to unlock your accounts?! Like you said, they should have been in contact with you, rather than waiting for you to go to them.
For what its worth, you're not the only person who has found nationwide rather unhelpful. I recently sold my house, and asked them to change my address. They wouldn't do it on the phone, saying I needed to go to a branch. I went in to the branch, but was told that they would only change it when I showed them proof of my new address, which had to be a utility bill with my name on it. I was moving in to my parents in laws place until we buy again, so had nothing like that in my name. After three visits to the same branch and complaining, I got nowhere. I went to another branch, who accepted a letter from my solicitor to the new address. But that was a ridiculous situation...as was the time I paid in £500, they credited it to my account. Two days later they took £20 out as 'correction', saying I only paid in £480. Despite having a reciept for the full £500 I really struggled to get that £20 back (numerous calls and about 4 letters).
Not much help to you maybe, but I do really understand what it feels like...and all I can say is that I hope they do get it sorted sooner rather than later.
JB

Happychappy

sav4it wrote: »

I didn't post to make you more stressed.
I added a bit but you probably didn't see it as you were replying to me.

I appreciate that.

It is just the attitude of well wait till we are ready ? the online system is secure and can with ease be changed to allow me access again, the same way it denied me access because they wanted to sell me a mortgage or whatever.

This will cost me dearly, I know of one payment already from a firm in Greece for 1200 euro which has been returned back to them as payee and I will then have to wait to get it repaid? if at all, and then pay their costs of bank charges. I also have a number of direct debits to be paid which will not be honoured etc, etc.

EdInvestor

Happychappy wrote: »

I cannot believe their attitude, as soon as I get back on line the 8 years of Isa, Esavings and all other accounts will be gone ....

I'm wondering what alternative there is to the NW Flex/Esaver arrangment, which appears to be a very useful cash management system, as HC seems to have found, apart from the current unhappy experience

Any other bank have a similar arrangement?

ffacoffipawb

EdInvestor wrote: »

I'm wondering what alternative there is to the NW Flex/Esaver arrangment, which appears to be a very useful cash management system, as HC seems to have found, apart from the current unhappy experience

Any other bank have a similar arrangement?

First Direct, from 1 November.

Current Account - No Interest
e-Saver (no withdrawal penalties) - 5.5% interest.

Not as high as Nationwide, but reasonably competitive.

bristolleedsfan

sav4it wrote: »

Why get so mad when they are trying to safeguard your money?
I know that it's not what you want to hear but that is how I see it.They are in the process of unfreezing it. I suppose you want it done instantly. I don't know what is involved.

I understand your frustration at them not contacting you first. I've had CC companies ring me to check transactions so why not for this kind of scenario?

brittannia BS stopped all statements/communications, transpired something had been returned to them "not at this address" despite me being here 14 years, my belief is that a financial institution should write to the customer before "freezing accounts" and halting statements etc.

unless their was suspicious activity on the account im not sure y nationwide couldnt "unfreeze" the account immediately after all the online account is protected by memorable data/password etc.

y dont u initiate a complaint on basis that online account was protected by password/memorable data and in the event that nationwide did believe "freezing account" was appropriate in circumstances complain that it didnt write stating its intentions giving u say 14 days to communicate.

claim losses incurred, with view to complaining to ombudsman if not happy at end of nationwide responses.

wigglebeena

Nationwide have such a good reputation, they've always been high on my mental list of possible ports of call if I was dissatisfied with my own bank. Rather lower down it now.

I know it's not rocket science to say that poor customer service is bad for business. But you wouldn't know it from the way some businesses operate.

catwoman150

Happychappy wrote: »

I then rang Nationwide to be told it was a security issue as they had something returned to them "not known at this address?" I have lived here 30 years and only recieved a replacement card 2 weeks ago, I was not expecting anything from them and didnt ask them to send me anything, just becausae some postie cocked up, why didnt they contact me?

I know that this might not help your situation, but over the last to two I have had some post for a my number, different street but my postal code. The first time I got it I re-posted it saying NOT KNOWN AT THIS ADDRESS. Then I got another letter a week later for the same person. I ran after the postman to say that we did not live on that street, The postman said that it was our postal code so He posted it to us. The thing is is that it was from Abbey national.