Nationwide Dispute Dept SHAMBOLIC

Louiew

I have had an ongoing disputed transaction since June this year and the Nationwide Credit Card Dispute Department never even reply to letters or try to sort out returning to me money owed by THEIR mistake.
The staff refuse to give their surnames and will not even take the verification and word of their own branch staff of original documents in their view.
I would NEVER recommend anyone to take out a Nationwide Credit Card as a result of the terrible treatment we have suffered.
I have lost all faith in them and like others now see that our acccount which is always paid off in full every month as also had " Charge off account" placed on it with no explanation as yet. I have not the will to even ring them after spending over an hour on the phone today from my branch trying to sort out our original dispute.....

MABLE

I held a NW credit card and never ever had any problems. If you run your account as per the terms and conditions everything should run smoothly.
I cant feeling there was something you have done to start these chain of events.

I would like to hear NW side of things. Very often posters only tell us what they want us know. Call me cynical but thats because I work in a complaints dept with a well known organization.

Louiew

I can assure you Mable that all we have done is make an overseas purchase and they have charged our account ten times the amount they were meant to and will not refund our money even though copies of the visa slip which show clearly the correct amount have been sent via post and fax by both myself and the branch who verify that we are in the right. Are we not meant to make purchases using credit cards ? Is this not the credit card particularly recommended for use overseas - not anymore by me anyway.
A card is always alright until there is a problem and as long as that is dealt with quicky and fairly then that is all we can ask, but when they fail to even respond to letters they admit recieving then what can a customer do?

Hazzanet

I had a transaction appear twice on a statement once on my NW card. I called up, they sent me a form, I returned it and ten days later my account was re-credited.

I'm really surprised that you're having these problems. If you call them direct they seem very courteous, knowledgeable and helpful. Perhaps you ought to contact them directly and cut out the branch - I've always found that involving branch staff seems to complicate the issue so much further.

HTH

Zazen999

Hi
How much did you spend and how much did they take out?

Louiew

Hi,
We initially did try and deal directly and replied immediately using the forms and providing the evidence but they scan them making the decent photgraphs illegible. So they asked us to involve the branch by them looking at the original and verifying and faxing a copy directly to them, we have done this twice now with still no result. The purchase should have been approx £20 and instead they have taken £200.

Iamthesmartestmanalive

They have a good reason for not giving surnames in these departments

As for the scan, why send them a !!!!!! scan in the first place?
Go to a photocopier, make sure its a good one and send it direct by registered delivery

Problem solved

Branches dont deal with this sort of thing and involving them always complicates things

YorkshireBoy

Like all financial providers, Nationwide have an official complaints procedure.

Using this, rather than speaking to all and sundry for 5 months, guarantees a resolution (or a deadlock letter meaning you can go to the Financial Ombudsman) within 8 weeks max.

Louiew

Iamthesmartestmanalive wrote: »

They have a good reason for not giving surnames in these departments

As for the scan, why send them a !!!!!! scan in the first place?
Go to a photocopier, make sure its a good one and send it direct by registered delivery

Problem solved

Branches dont deal with this sort of thing and involving them always complicates things

Why can't people read the thread properly before making brash statements. We did not send a "!!!!!!" scan. We sent a perfectly clear photograph but THEY scan everything that arrives and presumably discard the photgraphs and so THEY produced the scan not us. THEY asked us to involve the brance for them to look at the original and verify what it said and fax a copy of the verification and slip NOT US. I only put this to warn others of the shambolic methods practised in this department but really wonder why I bothered now and shan't post anymore if all I get is the blame when we have done all in our power to resolve this.

Lo_zingaro

Wite to: Mr Graham Beale,
Chief Executive,
Nationwide Building Society
Nationwide House,
Pipers Way
Swindon SN38 1NW

and give full details of your complaint and report the problems you have had with their so-called Customer Service Team.

I was having a helluva job getting a cheque for a matured bond, with all the usual runaround from Customer Services. In desperation, I wrote a stinking letter to Beale on 21st November. Guess what? I received the cheque on the 23rd. Remarkable coincidence eh?

Louiew

Many thanks for that Lo zingaro, I have done just that last night after trying every other channel so I hope like you it might now get me somewhere.