Nationwide Beware

cmonthegas

Hi all,

Just wanted to share my experiences with Nationwide and their Select Credit Card - I've had a little search for previous threads but no luck.

To give context I have been with them for 18 years and have had no problems until now..

Last week I was on holiday and unfortunately I lost my wallet so I gave them a ring and cancelled my cards. The agent on the phone explained the regular process and said that if I had Apple Pay/Google Pay they would still continue to work which was great since I was abroad.

I used my phone to pay for something on Tuesday and it went through fine, however when I went to settle my hotel bill yesterday I was greeted with a declined message. No problem I thought, I'll just ring and unblock my card however when I rang and passed security questions I was told that I will be rung back straight away by a member of security with additional questions.

This was at 10am, 8am UK time the moment they opened 30mins before I had to leave to catch my flight but I never got a call back. I ended up having to settle with my partners card since the taxi arrived but this occurred fees etc so rang them again whilst en route to be told the same. I explained that I was told this last time and was advised that if I hadn't received the call I would need to go into branch since my contact details could be wrong. (they weren't)

I went into branch today as advised, and spoke to credit card services and was told that due to the restriction on my card they could not unblock it over the phone despite passing security?!

Don't get my wrong, I understand and am thankful for the security measures put in place but I find it absolutely staggering how a card that is sold to be used abroad with no fees can get blocked and the only way to unblock it is to go into branch!

What happens if it was day 1 and I was a single traveler? Why didn't they tell me that in the first place when I rang not just the first, but the second as well?

I'm planning on claiming back my charges from Nationwide and lodging a complaint but I just wanted to know whether I'm being unreasonable or not since I'm a bit peeved cause it was supposed to be a surprise romantic holiday only for my partner to pay to final bill :rotfl:

Thanks in advance!

YorkshireBoy

These things happen. Which is why I have up to 3 backup cards for overseas use. I suspect you'll be doing the same now?

[Deleted User]

It doesn't really matter if others think you're unreasonable, as it rarely changes anyone's view.

Personally I wouldn't complain, because I take a number of back ups as I always anticipate there may be problems. I don't rely on a single solution and understand that any provider could have a problem.

But you may be different, so it's horses for courses.

SuperAllyB

Personally I would take better care of my wallet.

Would you prefer for them to let the finder of your wallet use the card no questions asked?

[Deleted User]

SuperAllyB wrote: »

Personally I would take better care of my wallet.

Would you prefer for them to let the finder of your wallet use the card no questions asked?

A gold star for you! You just won today's price for the most helpful and inciteful post in the whole forum. :A

[Deleted User]

2 posts about it?

Really?

SuperAllyB

johnsmith1890 wrote: »

A gold star for you! You just won today's price for the most helpful and inciteful post in the whole forum. :A

Ok, maybe the first part wasn't necessary but I think the second is a perfectly valid question.

Robisere

SuperAllyB wrote: »

Ok, maybe the first part wasn't necessary but I think the second is a perfectly valid question.

So do I. And it's insightful not inciteful.

Voyager2002

cmonthegas wrote: »

Hi all,

Just wanted to share my experiences with Nationwide and their Select Credit Card - I've had a little search for previous threads but no luck.

It is only in the last couple of years that it has been possible to continue using a card after losing it. I do not find it surprising that Nationwide training and procedures have not adjusted to this situation. Rather, I think it unfair to judge them for their inability to handle it: after all, if a card has been reported lost then usually it would be cancelled and the replacement card sent to your home address.

If you complain to them, concentrate on the promise of a call-back to unblock your 'phone, a failure that might have meant missing your flight home. That is clearly unacceptable.

phillw

Voyager2002 wrote: »

If you complain to them, concentrate on the promise of a call-back to unblock your 'phone, a failure that might have meant missing your flight home. That is clearly unacceptable.

I'd probably go on the basis that later on being told that they couldn't unblock it over the phone, one of those pieces of advice was incorrect & you relied on that advice to make a decision that incurred a fee or took up your time.

You may have not been contactable, due to coverage etc & obviously it's not their fault if you lose your wallet and then miss your flight if they can't get through to you. I also don't think it's particularly their fault that you had to use a card that incurred a fee. Your partner could have a nationwide card, why else did they have a card with them if it wasn't to spend on it & you knew the fee up front.

cmonthegas wrote: »

I just wanted to know whether I'm being unreasonable or not since I'm a bit peeved cause it was supposed to be a surprise romantic holiday only for my partner to pay to final bill

Isn't it supposed to be the thought that counts? I'm not sure nationwide should compensate you for any unreasonable behavior from your partner for having to pay, if it didn't bother them then I'd wonder why it bothered you.

System

Something like Revolut can be kept separate & topped up in minutes via Faster Payment.

I always take a few cards - some forex free, other not as I work on the basis that if I have to end up paying 2.99% is worth it in a crunch.