Nationwide deleted my online banking access

margaretx9

I recently applied for an additional Nationwide account. Although I have been a customer for a decade or more they created a new dummy customer number for this account.

I then asked them online – via secure messaging – to move this new account under my existing customer number where my other 5 Nationwide savings/current/ISA accounts are held. I was told this would take 3-6 working days.

Rather than doing this they deleted my old customer number a week later – so lost online banking login for all my accounts. I reported this around 10 days ago and asked for my old customer number to be re-created – as I requested – and was told this would again take 3-6 working days!

Now 7 working days later I still have no online banking access and the app won’t load on my iphone or ipad. The current accounts are still operating fine – but I can only check balances via a cash machine?

Has anyone else encountered this problem with NW before with them creating duplicate customer numbers for new accounts? Why does it take them so long to correct their mistake?

EachPenny

margaretx9 wrote: »

Why does it take them so long to correct their mistake?

I think Nationwide's customer service has declined rapidly over the last two years or so - I might speculate it has something to do with the growth in the number of current account customers they have and not enough investment to support that.

They make silly mistakes and then take ages to put things right. The answers they give are also often inconsistent and two CSA's can give you completely different advice on the same issue.

If you are fed up with waiting then you might want to make a complaint, one option is to complain to the CEO's office, which generally gets some kind of action.
Here's a link, but you might want to look for it yourself on the Nationwide site as the domain is not nationwide.co.uk
https://portal.nationet.com/nationwide/forms/making-a-complaint-to-ceo.asp

margaretx9

EachPenny wrote: »

I think Nationwide's customer service has declined rapidly over the last two years or so - I might speculate it has something to do with the growth in the number of current account customers they have and not enough investment to support that.

They make silly mistakes and then take ages to put things right. The answers they give are also often inconsistent and two CSA's can give you completely different advice on the same issue.

If you are fed up with waiting then you might want to make a complaint, one option is to complain to the CEO's office, which generally gets some kind of action.
Here's a link, but you might want to look for it yourself on the Nationwide site as the domain is not nationwide.co.uk
https://portal.nationet.com/nationwide/forms/making-a-complaint-to-ceo.asp

Thanks for the advice. I will give them another try tomorrow - but no doubt it will be the same we will correct it in 3-6 days. So you don't know for a week if its actually sorted.

Three of my accounts are online only accounts - so its a bit hard to operate them if they won't let me logon!

ValiantSon

Sounds like you've given them enough time to sort out their silly error, and they have compounded the mistakes. Don't waste any more time dealing with customer services: make a complaint.