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LindaC987
Posts: 3 Newbie

Looking for some advice please, I have a Nationwide credit card which at the start of the year had a zero balance, I made two transactions on the account at the start of the year one for a holiday deposit and one for some tickets through Ticketmaster. As this account had not been used in a while, I was not aware there was no direct debit in place. This was in January just before the whole Corona virus lockdown started, at the start of February I got myself into a bad place and for personal reasons attempted to end my own life. I never heard anything from Nationwide stating I had no payment plan in place, they apparently wrote to me on two occasions however these were not received. Being none the wiser and not being in control of normal routine so to speak I had not checked or though anything was wrong, the holiday was cancelled with everything going on Covid in April and the £1500 deposit should of been refunded had I of been in a better headspace I prob would of noticed the refund was never processed. Same for the Ticketmaster transaction they have for some reason refunded a card I had on file with them not as the email states and policies that you will be refunded to the original card used. As soon as i realised my direct debit hadn’t been in place nor had my refunds been processed, I took control and paid the arrears on the account whilst I investigated with both transaction parties. My Nationwide app, showed I still had an available balance and showed the amount on the card. I have now settled the account and had the refunds processed. However I am still in dispute with Nationwide about whether this default is justified, I am aware the onus was on myself to ensure the direct debit was in place and had I of been in sound mind this would not of been an issue or had I heard anything from Nationwide I could of rectified much sooner. They state they have no records of calls, however state they sent letters in July and August which I have never received. All other post has been received other than anything from Nationwide. I am most importantly back in the right head space and trying my best to resolve. Had both these companies processed the refunds this would never have happened. Looking for some advice from anyone who could offer some help. I have raised this case with FOS, surely there has to be something Nationwide can do seeing as this is a rather exceptional case. I should go added the only way I found out about the default or amount owed was from a firm called ARC who they sold the debt to. Thanks for any help or advice.
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Comments
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The default is valid. FOS won't override it.
But its effect will fade with time.0 -
Do Nationwide have no duty of care to of reached out to me and inform me the account was in arrears or going to default. As I said they say they sent a letter in July or August however nothing was received? Where can you prove beyond reasonable doubt?0
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'Reaching out' is done via statements and your account, as well as the letters they sent.
The beyond reasonable doubt part is evidence from their systems.0 -
LindaC987 said:Do Nationwide have no duty of care to of reached out to me and inform me the account was in arrears or going to default. As I said they say they sent a letter in July or August however nothing was received? Where can you prove beyond reasonable doubt?
You stated in the post that they wrote to you twice (it's very unlikely both disappeared and weren't delivered), you would also have had a statement by post or email (depending on preferences) and you acknowledge you have the app which would also have shown no payments. The fact you didn't check your bank statements to see if payments went out all add up to the fact you didn't pay your bills or acknowledge the issue, therefore default is correct and quite rightly won't be removed. This isn't an exceptional case, as far as the computer systems show, they have a debtor who spent the bank's money and didn't bother to pay it back - if you never told them of your personal circumstances at the time, how would they know to treat you differently?
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Hi,Its been a torrid year for a lot of people, I for one still cannot go to my local pub and sit at the bar and enjoy a nice cold pint of larger, and i`m sure many more have suffered far worse in these trying circumstances we have had to endure, i`m glad you are in a better place now, and hope your feeling a lot better about yourself.Now, in regard to your situation, banks have certain set criteria, whereby if you don`t meet that set criteria, you end up in default, things like missing payments, late payments etc.Now the good news is thats why they have a complaints dept, for when things do go wrong, and you don`t have the chance at the time, to explain yourself.So if you feel that you have reason to complain, then by all means do so, but you must complain to the Nationwide in the first instance.Once they have issued a final responce, if you remain unsatisfied, you can escalate the matter to the FOS, should you wish too, you may not get the result you had hoped for, but at least you will have given it a shot.Good luck.I’m a Forum Ambassador and I support the Forum Team on the Debt free wannabe, Credit file and ratings, and Bankruptcy and living with it boards. If you need any help on these boards, do let me know. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com. All views are my own and not the official line of MoneySavingExpert.For free non-judgemental debt advice, contact either Stepchange, National Debtline, or CitizensAdviceBureaux.Link to SOA Calculator- https://www.stoozing.com/soa.php The "provit letter" is here-https://forums.moneysavingexpert.com/discussion/2607247/letter-when-you-know-nothing-about-about-the-debt-aka-prove-it-letter0
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Thank you for all the responses.0
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