Nationwide Account Disappeared

newguyuk

Pointless.

CRISPIANNE3

newguyuk said:

Hi All,
First post so hello, hoping someone can help or at least advise if had a similar issue?
I've been a Nationwide customer for 13 years, never had an overdraft, never gone overdrawn, never had any issues whatsoever. For the past 2 years, i've been using another account more often than not for salaries etc, however i decided to start using my nationwide account as my main account yesterday. My salary credited my lloyds account and i then transferred £850 to my nationwide, 10 minutes later my account disappeared from my banking app. (I have 3 accounts, only my flex account that the £850 went into went missing).

After 3 phone calls and almost 2 hours on the phone, the gentleman told me my account had a "no withdrawals" marker due a supicious credit, i asked which credit, he said he didn't know, and that my account was frozen. He said i need to send proof that i was entitled to the credit, so again i asked which credit, again he told me he couldnt say, so i asked how am i meant to send proof when i don't know what's being questioned? He gave me an email for payment investigations and told me to email them proof, so only being able to assume it's the £850 (Which came from my own account to nationwide, i.e my name to my name) i duly emailed screenshots of my online banking with the other bank, showing the transfer, showing my salary credit, etc.

I tried withdrawing cash today, it wouldn't allow me to, but still lets me see my balance/available balance at the cash machine (which shows the £850 available) - it didn't retain my card. I asked the gent on the phone how long it should take to sort out, and again he kept telling me he didn't have much of an idea and was just sorry he couldn't help more.

I don't understand what's happening, if my account had been closed surely i couldn't do the above? As of now 24 hours on my account still doesn't show on the app or online banking.

Any help appreciated.

Very surprised this has happened. I bank with Lloyds and Nationwide. Every week I transfer a certain amount from Lloyds to Nationwide and then the next day transfer a portion back again. Never had any issues. However I have been with NW for over 26 years and had a mortgage with them but I cannot see that making any difference. 

xylophone

The unusual credit to the rarely used account has triggered a money laundering alert in Nationwide's system?

notveryeducated

You are dealing with Nationwide Special Investigations Department (branch staff call them SID) who investigate fraud, financial crime and scams etc. Something on your account(s) alerted them or their systems.

You need to get some bank statements ordered showing your salary being paid in and then it being transferred to your Nationwide account. Not sure why Nationwide are getting suspicious over £850 especially if it's from your salary? Very overzealous of them. 

OP keep us updated. This will be sorted but may take a week or two. 

JohnSmithAnon

notveryeducated said:

You are dealing with Nationwide Special Investigations Department (branch staff call them SID) who investigate fraud, financial crime and scams etc. Something on your account(s) alerted them or their systems.

You need to get some bank statements ordered showing your salary being paid in and then it being transferred to your Nationwide account. Not sure why Nationwide are getting suspicious over £850 especially if it's from your salary? Very overzealous of them. 

OP keep us updated. This will be sorted but may take a week or two. 

How do you know OP is dealing with special investigations? Seems like quite the assumption.
I am new here and can't really help other than telling you i previously had a nationwide account that disappeared in a similar fashion, 3 days later it reappeared on my app without intervention.

notveryeducated

JohnSmithAnon said:

How do you know OP is dealing with special investigations? Seems like quite the assumption.
I am new here and can't really help other than telling you i previously had a nationwide account that disappeared in a similar fashion, 3 days later it reappeared on my app without intervention.

OP mentioned an "internal marker" on his account due to a "suspicious credit" which has been paid into their account. This suspicious credit is preventing them from making withdrawals. A regular customer service agent wouldn't apply such a thing. Sounds like everything to do with suspected fraud. And that team deal with suspected fraud. 

I forgot to say which is worth mentioning OP, I'm surprised Nationwide just didn't contact Lloyds to ask about the source of the funds because if it came from your salary then it should be easy to identify to the bank that it is clean money.

newguyuk

Pointless.

newguyuk

Pointless.

[Deleted User]

Frustration and anxiety are, indeed, causing a lot of people to break at the moment, we all feel your pain.
Gather all supporting evidence together and provide Nationwide with that, let them see the origins and movement of monies and let their system adjust it, which it will, if there was anything amiss they'll see from your evidence that it's unfounded.

D3xt3r5L4b

Just provide NW with the evidence they require and let them complete their investigations. 

Yorkshire_Pud

D3xt3r5L4b said:

Just provide NW with the evidence they require and let them complete their investigations. 

Then if sorted and you OP are in the clear make a complaint to Nationwide where they will be forced to put in writing reasons for freezing your account. Ask for financial compensation for reasons you have stated.
In my dealings with banks, bs etc whilst I’m always interested to learn about such as their ‘SID’ I like for them to then learn about my own CD (compensation department).