Nationwide Text message overdrawn warning. Information.

mumsteve

First time post so be gentle with us.
Received text message warning that account would be overdrawn on my mums account when monthly standing order moved money to flexsaver account from current account, even though sufficient funds were in current account.
Obviously there was a problem with Nationwide systems. we called Nationwide and explained what happened, they said they logged a call with there IT people and would call back later that day.
No call back, so phoned the next day spoke to different person and tried to explain again and surprise surprise we could not pass online security questions.
Not happy, so we logged a complaint.
Original lady called my mum back saying they did have a problem with IT system.
We knew this as we had explained that my neighbour had also received text warning when sufficient funds were in account.
Has anyone else experienced this problem or are aware of it.

born_again

What has not being able to pass security question got to do with this. Or do you think they changed the answers? 
TBH. If you can't pass security, then they can't log a complaint as they do not know who you are. 

mumsteve

We phoned the second time / day for an update as they had not called back as they said they would.
They knew there was a problem with IT system sending text messages when we were not overdrawn.
We got the impression that they did not want to discuss further and therefore made sure my mum failed security questions by asking more questions than usual including what year did she open account !.
We just wanted to make the Nationwide aware that they had a problem.

[Deleted User]

mumsteve said:

We got the impression that they did not want to discuss further and therefore made sure my mum failed security questions by asking more questions than usual including what year did she open account !.

No one in their right mind could believe that.

born_again

mumsteve said:

We phoned the second time / day for an update as they had not called back as they said they would.
They knew there was a problem with IT system sending text messages when we were not overdrawn.
We got the impression that they did not want to discuss further and therefore made sure my mum failed security questions by asking more questions than usual including what year did she open account !.
We just wanted to make the Nationwide aware that they had a problem.

Sounds more like your mum failed the standard security questions, so you then go in to extended security.
Never get why anyone would say they would callback same day, unless that rep was going to do it. As passing to another team to deal, usually means it won't get picked up till the next day.
We are always reminding call center that NEVER advise a callback in under 2 days. Especially if any investigation is involved. As work is always a day behind, so the bean counters know how much work we do.