Nationwide Credit Card poor customer service

thrifty_pete

I have been a customer of Nationwide for nearly 20 years and their credit card for about 15.
The level have service has really declined. I have always paid off the whole balance by direct debit (as often recommended by Martin Lewis).
I chose to close down my Santander account and move the direct debit to my Nationwide Flex account. So I called them (you cannot do it online) and told them the sort code and account number. So far so good. I then cancel the direct debit on my Santader account, which causes Nationwide to cancel the direct debit, although it it now not coming from Santander at all.
Roll forward a month and my credit card is not paid off, I can charged a fee and so I call again. The credit card call centre blamed the current account department. I called the main Nationwide Current Account call centre who blamed the credit card department, but they say all will be sorted out and take my account number and sort code again.
Now a few weeks later they have suspended my card due to arrears. Completely incompetant as far as I can see?
Google tells me they have outsourced the whole outfit to an American company called TSYS. So no wonder the call centres don't communicate and try to pass the buck.

[Deleted User]

Why didn't you use the Current Account Switch Service?

You would then have been covered for any missed/failed payments

KJSmith

What made you specifically cancel the direct debit on your Santander account when you were going to close it anyway?

Upon realising that you had been charged a fee and that a new Direct Debit instruction hadn't been setup on your Nationwide account, didn't you make arrangements to pay off your credit card using an alternative method?

Hazzanet

KJSmith wrote: »

What made you specifically cancel the direct debit on your Santander account when you were going to close it anyway?

Closing the account would have generated a similar ADDACS message to Nationwide creating the same sequence of events. This happens a lot because most software actions the ADDACS message without cross-referencing the sortcode and account number presently held on file.

Robin9

Nationwide's guidance from its website


How to set up a Direct Debit
You!!!8217;ll need


the account number and sort code of the bank account you are paying from
your 16-digit credit card number
then give us a call on 0800 055 66 11Opening hours

A new Direct Debit will be confirmed on your next statement. Until then, please make sure you continue to pay by your usual method.

I think you've made hard work of this.

PixelPound

Robin9 wrote: »

Nationwide's guidance from its website
...
A new Direct Debit will be confirmed on your next statement. Until then, please make sure you continue to pay by your usual method.

I think you've made hard work of this.

I see similar clauses in other CC too. A lot of cards say that DD changes won't come into effect until the following statement and you should make alternative methods for payments in theinterim.

thrifty_pete

KJSmith wrote: »

What made you specifically cancel the direct debit on your Santander account when you were going to close it anyway?

Upon realising that you had been charged a fee and that a new Direct Debit instruction hadn't been setup on your Nationwide account, didn't you make arrangements to pay off your credit card using an alternative method?

I though it would be neat to cancel the direct debits first. Presumably as once the account is closed they will be closed automatically? I am not sure why that would be a mistake.
When I called to query the charge, I was told I did not have to do anything. I was told the outstanding balance would be rolled over to the net month with no interest charged, and my fee would be refunded as it was not my fault. They had failed to follow my instructions to set up a direct debit. This is not the first time Nationwide Credit Card Services have made a mistake with my account.

[Deleted User]

The statement would have been processing the DD from the original account (Santander) not the new one

Robin9

Have you closed any other Santander DD's ? Elec/ Gas ?

chattychappy

Yet another "DD gone wrong" thread.

Just keep telling yourself that DDs make your life easier.

Meanwhile I'll continue paying by faster payments. Then case by case, I can choose how much to pay, where to pay from, and when to pay.

dresdendave

chattychappy wrote: »

Yet another "DD gone wrong" thread.

Just keep telling yourself that DDs make your life easier.

Meanwhile I'll continue paying by faster payments. Then case by case, I can choose how much to pay, where to pay from, and when to pay.

I understand the point you're making but generally DD's work well until, as in the OP's case, they throw a spanner in the works, albeit unintentionally.

All my utilities and CC's are paid by DD's and I've never had a problem. Other than an additional payment occasionally to cover a Clarity cash withdrawal, I'm quite happy to let DD's do the work rather than having to remember when payments are due and working out how to allow for Bank Holidays and weekends.

No criticism of yourself intended, do what works best for you, but I'll be sticking with DD's.