Nationwide Building Society warning for existing members , new members

anneliese123

Hi everyone .
Just wanted to alert people as wouldn’t want them to go through same experience as me .
I have been a member of Nationwide  for 50 years , since I was a child .
I have been using my local branch in Cleethorpes for 30 years plus .
Last year , I received the most appalling customer service , just around first lockdown 
Having spoken to the branch manager by calling branch direct , it was agreed I could call in to make an essential transaction .
I had a large sum of money to deposit and didn’t feel comfortable using outside deposit facility , this was just a one off , took Covid rules very seriously .
I went into  branch the following day  and the cashier gave me a barrage of verbal abuse for going into the branch , another colleague witnessed this .

I was so upset , I raised a Complaint with the bank .

Their stance was they had done nothing wrong , it was inferred I had to high expectations of how the staff should be acting during pandemic and it was suggested , if I wasn’t happy , I should move banks .

Customers welfare seemed to be a low priority .

I took my case to the Ombudsman , it turned out to be my word against that of Nationwide and my Complaint has not been upheld . ( as I had no evidence to support my Complaint ) .

I feel my integrity has been put into question and I have paid a heavy price , as I have not felt comfortable going into branch since , coming up to 15 months .

I would strongly advise members , new members , to record telephone calls they make to the bank , have recording.device during any visits , to cover themselves , as I wouldn’t want anyone to go through what I have done 

[Deleted User]

"the cashier gave me a barrage of verbal abuse"

What were their actual words to you?

Lightning360

There are stories like this about every single bank and building society. Sometimes the reaction of the customer is an overreaction, sometimes the bank/building society has actually done something wrong. I definitely won't be switching away from Nationwide because of one random story (and they clearly can't be that bad considering you have been with them for 50 years...)

colsten

As you clearly feel very hard done by from this one incident, have you considered moving your accounts elsewhere? It is easy to switch current accounts, using the CASS switch service which all banks offer. If you have savings with Nationwide, it would be a good idea to move them anyway, as their rates have been very unimpressive for some time.

Just don't expect that other banks will always live up to your expectations.

comeandgo

I also bank with nationwide and had reservations about depositing large amounts of cash, I think it’s only 30 notes each envelope so I split the cash into two or however envelopes I need.  Cash has always been on my statement when I check next day.  Trouble is it takes me quite a lot of time to put the cash into the envelopes and there can be quite a queue waiting behind me.  But I will not leave nationwide due to your bad experience, sorry.

jimjames

Deleted_User said:

"the cashier gave me a barrage of verbal abuse"

What were their actual words to you?

"We recommend you pay money into the automated machine to reduce the risks to our staff"

I've not quite been a member for 50 years but very happy with their service so have no intention of moving either. Not everything goes right every time especially when you have the unprecedented first lockdown but we were in the midst of a global pandemic so things will be slightly different and I think you might need to adjust your expectations.

anneliese123

You wouldn’t be saying that if it had happened to you 

WillPS

anneliese123 said:

You wouldn’t be saying that if it had happened to you 

Perhaps we could do a better job at empathising if you gave some detail as to what was said.

Thrugelmir

What was the purpose of going to the Ombudsman. Bottom line is that it costs all of us money. Services have to be paid for. 

sheramber

 as I have not felt comfortable going into branch since , coming up to 15 months .

But not uncomfortable enough to move your  accounts.

Gary_S_3

I'm genuinely sorry if you had a bad experience but I'd be very interested to hear what the 'barrage of verbal abuse' actually was. I'd suggest it cant have been that bad if the Society and Ombudsman both rejected your complaints? 

I've been a savings member of the Society for two decades and have recently become a current account member too. I've never experienced anything but top class service from the telephone and branch teams.