New banking problem

twhitehead

Never had this before or even if the post is in the correct place but I wonder if anyone has any suggestions/ideas?
I went into our local Nationwide Branch this morning with a letter from my wife asking to put money from her soon to end Flexsaver into her Loyalty Saver account. All account numbers checked and verified before I left her at home. The girl on the counter said my wife has to be physically present in Branch to do anything otherwise nothing can be done unless she goes online.
My wife refuses to use Internet Banking and when she opened her Nationwide account it took considerable effort for her to physically attend the Branch.
I realise banks are trying to do away with counter staff and the Branch Closure item is ongoing but I cannot understand why the Nationwide to put such obstacles in the path of their customers if they do?
Mutuality means nothing in such cases.:mad:

eskbanker

twhitehead wrote: »

My wife refuses to use Internet Banking and when she opened her Nationwide account it took considerable effort for her to physically attend the Branch.

Can she use their telephone banking facility?

Or if she's fundamentally unable (and/or unwilling) to adhere to normal banking security processes, perhaps set accounts up as joint with you so you can do the necessary on her behalf?

Zanderman

twhitehead wrote: »

I realise banks are trying to do away with counter staff and the Branch Closure item is ongoing but I cannot understand why the Nationwide to put such obstacles in the path of their customers if they do?
Mutuality means nothing in such cases.:mad:

Not sure why you think this is somehow Nationwide's fault? Your wife is the account holder but she can't/won't go to branch, and she won't use internet banking. It doesn't look like the obstacles are on Nationwide's side (I mean that in the nicest way, I'm not getting at you or your wife!).

Mutuality surely isn't relevant.

As Eskbanker says perhaps try telephone banking - or, maybe, try a formal letter sent by post (i.e. not using you as a courier, which might be interpreted as odd by the bank).

Or, also as eskbanker says, try a joint account.

Or, if you don't want to do that and she won't/can't do things conventionally, consider Power of Attorney, which would enable you to act as if you are her.

twhitehead

eskbanker wrote: »

Can she use their telephone banking facility?

Or if she's fundamentally unable (and/or unwilling) to adhere to normal banking security processes, perhaps set accounts up as joint with you so you can do the necessary on her behalf?

Cannot do that according to girl at Branch. Incidentally I did use the Nationwide secure email to let them know what I thought. I have just got a reply addressed to a Mr Robertshaw which shows a REAL dedication to customer service at the Nationwide.

Zanderman

twhitehead wrote: »

Cannot do that according to girl at Branch. Incidentally I did use the Nationwide secure email to let them know what I thought. I have just got a reply addressed to a Mr Robertshaw which shows a REAL dedication to customer service at the Nationwide.

Cannot do which? Set up telephone banking or set up joint accounts?

Telephone banking set-up seems straightforward - though the default system is using an online form and I suppose that if your wife really won't do anything online that might be a problem.

Forgive me if I have the wrong impression but if your wife cannot visit branch is it due to some disability/mobility issue? If so have you asked Nationwide what systems they have for this situation? They have some general information on their website at https://www.nationwide.co.uk/support/accessibility/accessibility-services

Robin9

Why can't your wife do the transaction by post ?

eskbanker

twhitehead wrote: »

Cannot do that according to girl at Branch.

Looks like she was right - according to https://www.nationwide.co.uk/products/savings/our-savings-accounts/all-savings-accounts, all of their savings accounts can be operated in branch or online, with no mention of access by phone. If your wife is effectively unable to visit a branch and unwilling to use online banking then these products would appear not to be suitable for her....

twhitehead wrote: »

Incidentally I did use the Nationwide secure email to let them know what I thought. I have just got a reply addressed to a Mr Robertshaw which shows a REAL dedication to customer service at the Nationwide.

Notwithstanding the error with the name, what was their answer?

colsten

twhitehead wrote: »

Incidentally I did use the Nationwide secure email to let them know what I thought.

You used the secure email facility on your Nationwide account to complain about a matter relating to your wife's account(s)?

Or: you used the secure email facility on your wife's Nationwide account?

In either case, it would be surprising if Nationwide actually discussed your wife's account(s) with you, as the accounts appear to be held in her name only and you don't appear to have a POA.

If you used the secure email facility from your wife's account, that means she has got Internet access to her accounts, so what precisely is the reason that she (with your help, should she need it) is unable to transfer the money from her Flexsaver into her Loyalty Saver?

Your wife could also be in trouble if it is obvious and indisputable that she allowed you to use her online account as this is against the T&Cs she agreed to when she set up Internet banking.

twhitehead

I went to the Branch to put money into my account. Apparently I cannot pay into my account at the desk and have to use the machine. Then I handed over the signed letter written by my wife about her account. That is against T&Cs now apparently. I am old enough to remember Branch clerks doing simple things like that with no trouble.

And to put colstens mind at rest, I logged into the Nationwide website with my details using my password and account. So no laws were broken in the writing of this saga.

Zanderman

twhitehead wrote: »

I went to the Branch to put money into my account. Apparently I cannot pay into my account at the desk and have to use the machine. Then I handed over the signed letter written by my wife about her account. That is against T&Cs now apparently. I am old enough to remember Branch clerks doing simple things like that with no trouble.

And to put colstens mind at rest, I logged into the Nationwide website with my details using my password and account. So no laws were broken in the writing of this saga.

Ok, but putting nostalgia aside and dealing with the situation asis, I think perhaps the best way would be to send a letter from your wife by post.

Your interactions with Nwide on her behalf (in branch and online via your own account), despite your obvious best intentions and your expectations, have not and probably will not result in any progress.

JuicyJesus

twhitehead wrote: »

I went to the Branch to put money into my account. Apparently I cannot pay into my account at the desk and have to use the machine.

I'll lay generous odds you have a FlexDirect account, the terms of which are you can't use counter services but in return you get interest. That's the trade-off.